Refund Policy

1. Our Commitment

At Heaven Festivals, we stand behind every ticket we sell. We want every attendee to experience the full magic of our events, and we recognise that plans sometimes change. This policy sets out clearly when and how refunds are available, so you can purchase with confidence.

We aim to process all valid refund requests promptly and fairly. If your situation is not covered by the scenarios below, please reach out to us directly — we will always try to find a reasonable resolution.

2. Standard Refund Window

We offer a full refund on all ticket purchases made within the early-bird purchase period, provided the refund request is submitted within 48 hours of the original transaction.

• • Refund requests must be submitted within 48 hours of purchase to qualify for the full early-bird refund
• • The refund will be returned to the original payment method used at checkout
• • Booking fees are refunded in full within this window

Outside of this 48-hour window, refunds are not available unless the event is cancelled, postponed, or covered by another qualifying circumstance set out in this policy.

3. Event Cancellation

In the unlikely event that a Heaven Festival event is cancelled in its entirety, all ticketholders will be entitled to:

• • A full refund of the ticket face value and all associated booking fees
• • An additional 20% credit applied to their Heaven Festivals account for use against any future Heaven event

Refunds in cancellation scenarios will be processed automatically within 10 business days of the cancellation announcement. No action is required from ticketholders unless they wish to update their refund payment method.

4. Event Postponement

If an event is postponed to a new date, all ticketholders will be given the following options:

• • Transfer your existing ticket to the new date at no additional cost
• • Request a full refund of the ticket face value and booking fees within 30 days of the postponement announcement

Ticketholders who do not request a refund within the 30-day window will have their ticket automatically transferred to the rescheduled date. We will notify you of any postponement by email as soon as practicable.

5. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• • Refund requests submitted more than 48 hours after the original purchase date, where no qualifying cancellation or postponement applies
• • Tickets that have been scanned for entry and partially or fully used
• • Attendees removed from an event due to a breach of our Terms of Service or event conduct policy
• • Failure to present valid ID at entry for age-restricted events
• • Circumstances arising from the personal circumstances of the ticket purchaser (e.g. illness, travel disruption, change of plans)

6. $HEAVEN Token Refunds

Purchases of $HEAVEN tokens are non-refundable once the transaction has been confirmed on-chain. This is due to the decentralised and irreversible nature of blockchain transactions.

• • $HEAVEN tokens are transferable and may be sold or transferred on secondary markets at the holder's discretion
• • Heaven Eco Hub Ltd does not operate or endorse any secondary marketplace and cannot guarantee liquidity or pricing
• • Token utility benefits are subject to the separate Token Terms

If you believe you have been the victim of fraud or an erroneous token transaction, please contact us immediately and we will investigate on a case-by-case basis.

7. How to Request a Refund

To request a refund, please email our team with the following information:

• • Your order number (found in your booking confirmation email)
• • The name and email address used at checkout
• • The reason for your refund request
• • Your preferred refund method (where applicable)

Refunds are processed within 5–10 business days of approval. The time for funds to appear in your account will depend on your card issuer or payment provider.

Send your request to: refunds@heavenecohub.com

8. Chargeback Policy

We always prefer to resolve disputes directly and will work in good faith to reach a fair outcome for all parties. We encourage you to contact our refunds team before initiating a chargeback with your card provider.

Please be aware that initiating an unjustified or fraudulent chargeback may result in:

• • Suspension or permanent closure of your Heaven Festivals account
• • Revocation of any associated $HEAVEN token benefits linked to that account
• • Restriction from future ticket purchases on the platform

Legitimate dispute resolution through our team is always the fastest and fairest route to a resolution. We are committed to responding to all refund enquiries within 2 business days.