Refund Policy

The short version

Ticket money goes to the club, not to us, so refunds are the club’s decision and come out of the club’s account. Ask the club first. If the event is cancelled, you get the whole thing back — ticket price and processing fee.

Where your money actually goes

When you buy a paid ticket, the payment is a destination charge. The funds settle directly into the hosting club’s own Stripe account as the payment is made. Connect3 never holds ticket revenue — we are not sitting on the money waiting to pass it on, and there is no point at which we could return it on the club’s behalf without the club’s agreement.

The one part of the payment that is ours is the processing fee of 2.0% + 30c, which is deducted as a platform service fee at the moment of the charge. Everything else — the full ticket price the club listed — is the club’s.

That is the whole reason this policy reads the way it does. The club decides refunds because the club has the money and the club ran the event.

This policy and the club's own

Many event pages carry a refund section written by the club running that event. That is the club speaking about its own event: its cut-off dates, its conditions, its exceptions. It is not Connect3 policy, and we do not write it or approve it.

The two sit together. The club’s published terms govern whether you get the ticket price back and on what conditions. This policy governs the mechanics — how a refund is processed, what happens to the processing fee, and what we do when a club will not respond. Where a club’s terms are more generous than this policy, the club’s terms apply.

How to request a refund

Work through it in this order.

• Read the event page. If the club has published refund terms, they tell you whether you are eligible and by when.
• Contact the club directly. The organiser's contact details are on the event page. They are the ones who can issue the refund.
• If the club does not respond within a reasonable time, or refuses a refund you believe you are entitled to under the Australian Consumer Law, contact us. We cannot overrule a club's commercial decision, but we can chase the club, escalate it, and refund our own processing fee.

Approved refunds are returned to the card used for the purchase. Stripe typically takes five to ten business days to land the money back with your bank, and we have no way to speed that up.

If an event is cancelled

Where a club cancels an event, ticket holders should be refunded in full. We expect clubs to do this promptly, and it is a condition of selling tickets on Connect3.

We refund the processing fee too.If an event you bought a ticket to is cancelled, or is postponed to a date you cannot make and you do not want the ticket, we return our processing fee alongside the club’s refund of the ticket price — you should not be out of pocket for an event that did not happen. Tell us at support@mail.connect3.app if the club has refunded you and the processing fee has not come back.

If an event is changed

Clubs sometimes move a date, change a venue or alter what is included. Where the change is material and you no longer want the ticket, you should be able to get a refund; that is both our expectation of clubs and, in most cases, your right under the Australian Consumer Law. Ask the club, and come to us if that goes nowhere.

The processing fee

The processing fee is what Connect3 charges for running the sale — the listing, the checkout, the ticket, the attendee record and the support around it. It is a platform service fee, not a surcharge and not a recovery of card processing costs, and it does not change with the payment method you use.

Where a ticket is refunded, the processing fee is treated like this:

• Event cancelled, or materially changed and you decline the new terms — we refund the processing fee in full.
• Duplicate or mistaken purchase reported promptly — we refund the processing fee in full.
• You change your mind and the club chooses to refund you as a goodwill gesture — the club refunds the ticket price; the processing fee covers work we have already done and is not returned.
• A refund we are required to give under the Australian Consumer Law — we refund the processing fee in full.

Free events

Free tickets cost nothing and carry no processing fee, so there is nothing to refund. Please cancel a free registration you no longer need — several clubs run capacity-limited events and a released place goes to someone else.

Chargebacks

If you dispute a charge with your bank instead of asking for a refund, the payment is reversed and the ticket is invalidated. Please talk to the club, or to us, before starting a chargeback — it is slower for you than a refund, and it costs a student club money it does not have.

Your rights under the Australian Consumer Law

Nothing in this policy, and nothing in a club’s own refund terms, limits your rights under the Australian Consumer Law. If an event is not delivered, is materially different from what was advertised, or is not provided with due care and skill, you may be entitled to a refund regardless of what any published policy says. A club cannot contract out of that, and neither can we.

Contact

Refund questions we can help with go to support@mail.connect3.app or through our contact form. Include the event name and the email address you bought the ticket with.