Contents
Policy sections
How refunds work §1
diidum is a registration and ticketing platform. We are not the event organiser. This means that all refund decisions rest with the event organiser — not with diidum.
When you register for an event through events.diidum.com, your contract for that event is with the event organiser. diidum's role is to process your registration and payment securely on their behalf.
To request a refund, contact the event organiser directly using the contact details on the event page. diidum cannot issue refunds on an organiser's behalf without their explicit instruction.
Non-refundable fees §2
The following fees are non-refundable under any circumstance:
- diidum platform service fee — charged at the point of registration and immediately applied
- Stripe payment processing fee — charged by our payment processor at the time of transaction
These fees are incurred at the moment of purchase and cannot be recovered, even if:
- The event is cancelled or postponed by the organiser
- You are unable to attend
- A refund of the ticket price is approved by the organiser
- The registration was made in error
This applies in all cases. Where a refund of the ticket price is issued, the amount returned will be the ticket price only — platform and payment processing fees will not be included.
Event cancellations & postponements by the organiser §3
If an event is cancelled or significantly changed by the organiser, it is the organiser's responsibility to communicate this to registered attendees and to determine their refund policy.
Where an organiser chooses to offer refunds following a cancellation or postponement:
- The refund will cover the ticket price paid, less any non-refundable fees
- The refund will be returned to the original payment method
- The organiser is responsible for initiating the refund through their diidum dashboard
diidum is not liable for any losses arising from an event cancellation or postponement, including travel, accommodation, or other costs incurred by the attendee.
Cancellations by attendees §4
Whether an attendee can cancel their registration and receive a refund depends entirely on the policy set by the event organiser. This will be communicated at the time of registration.
Typical organiser refund policies include:
- Full refund if cancelled before a specified deadline (e.g. 30 days before the event)
- Partial refund if cancelled within a shorter window before the event
- No refund after a specified date or once registrations have closed
- No refund for non-attendance on the day
diidum has no authority to override an organiser's refund policy. If you are unsure about the policy for a specific event, check the event page or contact the organiser before registering.
Entry transfers §5
Some events allow registered attendees to transfer their entry to another person rather than requesting a refund. Whether transfers are permitted is at the sole discretion of the event organiser.
Where transfers are allowed, the process will be outlined on the event page. diidum cannot facilitate a transfer on an organiser's behalf without their explicit permission.
If you wish to transfer your entry, contact the event organiser directly. Do not attempt to sell or transfer an entry privately without the organiser's knowledge, as this may result in your entry being invalidated.
How refunds are processed §6
When a refund is approved by the event organiser, it is processed as follows:
- Refunds are returned to the original payment method used at registration
- Refunds are processed via Stripe, our payment provider
- The time taken for a refund to appear in your account depends on your bank or card issuer — typically 5 to 10 business days
- diidum will confirm by email when a refund has been initiated
Refunds cannot be issued to a different card or bank account than the one used for the original purchase. If your original payment method is no longer active, please contact the event organiser to discuss an alternative arrangement.
Responsibility summary §7
The table below summarises who is responsible for each aspect of the refund process.
| Situation | Responsible party |
|---|---|
| Deciding whether a refund is approved | Event organiser |
| Communicating a cancellation or change to attendees | Event organiser |
| Initiating the refund in the dashboard | Event organiser |
| Processing the refund payment via Stripe | diidum / Stripe |
| Platform & processing fees — refundable? | No — non-refundable in all cases |
| Ticket price refund amount | Event organiser decides |
| Timeframe for refund to reach attendee | 5–10 business days (Stripe / issuing bank) |
Disputes & chargebacks §8
If you believe a charge has been made in error, please contact the event organiser in the first instance. Most issues can be resolved quickly at this stage.
If you are unable to resolve the matter with the organiser, you may raise a dispute with your bank or card issuer. Please be aware that:
- Initiating a chargeback without first attempting to resolve the issue directly may result in your registration being cancelled
- Chargebacks that are found to be without merit may incur additional fees charged by Stripe to the organiser, which diidum is not responsible for
- diidum will cooperate with any legitimate dispute investigation and provide transaction records as required
If you have a concern about a payment and cannot reach the event organiser, contact our support team and we will do our best to assist.
Get in touch
Questions about a refund or payment?
For event-specific refund requests, please contact the event organiser directly using the details on their event page. For platform-related questions, our support team is happy to help.