Refund & Cancellation Policy

This Cancellation and Refund Policy explains how event cancellations, attendee refunds, cancellation penalties, organizer account consequences, and recovery of refund-related debts are handled on Pokili, as an individual that purchases or receives or organization that creates, lists, promotes, or manages Events and sells or offers Tickets through the Platform.

By creating an event or purchasing a ticket for, or otherwise participating in an event on Pokili, you agree to the terms of this Policy. If you do not agree, you must not create, manage Events, purchase or receive ticket on the Platform.

If you are entering into this Agreement on behalf of an organization or yourself, you represent that you have authority to bind that organization or yourself, and "Attendee" and "Organizer" in that case refer to the organization and individual.

A cancelled event is permanently cancelled and cannot be reinstated. Once an event is cancelled, all eligible ticket holders are entitled to a full refund in accordance with this Policy.

Pokili recognizes three types of event cancellation:

• Organizer-Initiated Cancellation
• Platform-Initiated Cancellation
• Automatic Cancellation

Organizer-Initiated Cancellation: An organizer may cancel an event through Pokili's Event Management tools. Once the cancellation is confirmed, Pokili will initiate full refunds to eligible attendees. The monetary penalty applied to the organizer depends on how close the cancellation occurs to the scheduled event date.

For Organizer-Initiated Cancellation: Where an event is cancelled at least 14 days before the scheduled date, no monetary penalty shall apply. However, where the client has had a prior cancellation within the preceding 12 months, a warning shall apply.

Where an event is cancelled between 7 and 14 days prior to the scheduled date, no monetary penalty shall apply. However, a formal warning shall be issued, and the cancellation shall be recorded on the organizer's profile.

Where an event is cancelled less than 7 days prior to the scheduled date, but not on the event day, a monetary penalty equivalent to 10% of the platform fee earned from the event shall apply. In addition, a formal warning shall be issued, and the applicable account consequences shall be imposed in accordance with the tiers set out in Clause 3.

Where an event is cancelled on the day of or at the start of the event, the Organizer will incur a penalty of 20% of the platform fee earned, receive a formal warning, and have their next event subject to Admin review and approval before publication on Pokili.

Platform-Initiated Cancellation: Pokili may force-cancel an event where it identifies a policy violation, fraud, or other circumstances requiring platform intervention.

As stated in clause 2.8, Pokili may: permanently cancel the event; trigger full refunds to eligible attendees; apply a penalty of 15% or 25% of the platform fees earned on the event, depending on the applicable violation or circumstances; and such cancellation may be appealed by the organizer within 14 days of the cancellation.

Automatic Cancellation: A threshold event that misses its minimum ticket count is cancelled by the system with no human action, no penalty and no mark on the organizer's record. Escrowed funds including ticket price and fees are returned to attendees immediately.

Where the first cancellation occurs in line with Clauses 2.5, 2.6, and 2.7, a formal warning will be issued to the Organizers.

Where a second cancellation occurs in line with Clauses 2.4, 2.5, 2.6 and 2.7, the admin will be required to review all future events.

Where a third cancellation occurs, the account will be suspended pending a thorough review by the Super Admin. No new events may be published, and wallet withdrawals will be suspended during this period.

Where any debt remains unresolved after 60 days, the account will be suspended regardless of the number of cancellations.

For each event, the organizer's Net Wallet Balance is calculated as the event's gross revenue less applicable Pokili platform fees.

For each event, 60% of the Net Wallet Balance will be available for withdrawal before the event, while 40% will be held by Pokili and released after the event, subject to applicable conditions.

Cancellation penalties will be applied to the platform fees earned by Pokili on the relevant event.

Where platform fees were passed on to attendees, rather than deducted from the Organizer's proceeds, the applicable cancellation fee will be added to the Organizer's outstanding debt to Pokili.

Depending on the cancellation time, a percentage of the platform fees are held back and not refunded to the organizer.

Pokili will refund attendees from its administrative wallet, regardless of the Organizer's available event balance.

Where the Organizer's available event balance is insufficient to cover refunds paid by Pokili, the resulting shortfall will constitute a debt owed by the Organizer to Pokili.

Refunds will include 100% of the ticket price and any applicable fees paid by the attendee and will be made to the original payment method used for the transaction.

Threshold Events: Refunds will be processed immediately, as ticket funds are already held in escrow.

Online merchandise purchased with a ticket: Online merchandise purchased with a ticket will be refunded in full where the associated event is cancelled.

Walk-in tickets and walk-in merchandise: Walk-in tickets and merchandise are not refundable through Pokili and will be handled directly by the Organizer.

Unredeemed promotional balances: Unredeemed promotional balances will be returned to the promotional balance creator's Pokili wallet.

Free/RSVP events: The RSVP will simply be cancelled, with no monetary refund where no payment was made.

Resale transactions: Resale transactions will be automatically unwound and refunded where the event is cancelled.

Gifted tickets will be automatically unwound and refunded where the event is cancelled.

Pending seat/table transactions will be automatically unwound and refunded where the event is cancelled.

Pending Pay-for-Me requests will be automatically cancelled where no ticket has been issued.

Frozen or Under-Investigation Event: An event that has been frozen or placed under investigation cannot be cancelled by the Organizer. Pokili may either lift the freeze and allow the Organizer to proceed with cancellation or force-cancel the event through the platform.

Any applicable cancellation penalties and account consequences will be determined according to the applicable cancellation type and circumstances as stated in the policy.

Cancelling an event on the day it is taking place or after it has started is treated as the harshest organizer cancellation tier.

Attendees who have already checked in will remain entitled to a full refund of the eligible ticket price and attendee-paid fees.

Such cancellation will be subject to the 20% platform-fee penalty and applicable administrative review requirements set out in Clause 3.

Automatic threshold cancellations that qualify under Clause 3 will not count toward the Organizer's cancellation record.

Where Pokili has paid attendee refunds on behalf of an Organizer and a shortfall remains, Pokili may recover the outstanding debt in the following order:

Pokili may first deduct the outstanding amount from any available balance in the Organizer's general wallet, including balances associated with other events.

Where the available wallet balance is insufficient, Pokili may automatically withhold a portion of future payouts until the debt is fully recovered.

The Organizer may top up their wallet and repay the outstanding balance directly at any time.

If the debt remains unresolved for more than 60 days, Pokili may suspend the Organizer's account and escalate the matter for formal recovery.

While an Organizer has an outstanding cancellation-related debt, they may not create new events or withdraw available wallet funds, subject to any applicable appeal determination.

An Organizer may appeal a cancellation or resulting debt within 14 days of the cancellation.

Pokili will review the appeal and may uphold, reduce, or reverse the cancellation and/or associated debt.

Where an appeal is upheld, the applicable debt may be waived or reduced, and any amount already recovered may be returned to the Organizer.

Appeal outcomes will be determined based on the circumstances and information available to Pokili at the time of review.

Pokili may take reasonable measures to protect attendees, Organizers, and the platform, including freezing events, withholding funds, processing refunds, cancelling events, or suspending accounts, where permitted under its applicable terms and policies.

This Policy must be read together with Pokili's Terms of Service and other applicable platform rules. In the event of a conflict, the applicable Terms of Service will prevail unless expressly stated otherwise.