Refund & Cancellation Policy

This policy applies to all payments made to EventUp for event plans and add-ons purchased through eventup.lk. It forms part of our terms of service and should be read together with our Privacy Policy.

2.1 Before the event date

You may request a refund at any time before the scheduled start date of your event. There is no minimum notice period - a request submitted on any day up to the day before the event date is eligible.

2.2 On or after the event date

Once the scheduled event date has passed, the service is considered delivered and refunds are no longer available on request. The one exception is a platform failure on our side, described in section 3. A claim of that kind must reach us within 24 hours of your event's scheduled end time, and we review the event's activity records before approving it.

3.1 Our commitment

If you were unable to check your participants in during your event's check-in hours because of a software fault on our side, you are entitled to a full refund of the event fee. We issue it without argument once the failure is confirmed. File the claim within 24 hours of your event's scheduled end time.

3.2 What counts as a platform failure

A platform failure is a fault in a system EventUp operates and is responsible for fixing. That includes: a server or hosting outage that makes the platform unreachable; errors or crashes in the check-in application; valid QR codes being rejected by our scanner; registration or participant data failing to load; check-ins not syncing between scanner devices; a fault in our database that loses or corrupts event data; and sign-in failures that lock you or your checkers out of the event.

3.3 What does not count as a platform failure

We cannot refund an event for problems that originate outside our systems. These include: loss of internet or mobile data at the venue or on your devices; power failures at the venue; device problems such as a flat battery, a faulty camera, an incompatible or damaged device, or simply too few devices for the queue; QR codes that participants cannot produce, or that are damaged, illegible or reprinted so poorly that no scanner could read them; people arriving who never registered, or arriving outside the check-in hours you configured; configuration made on your side, such as incorrect check-in hours, entrances that were never set up, a registration form built incorrectly, or checkers who were never assigned; running an outdated version of the application after we have asked you to update; delays at the mobile network operator when SMS invitations are sent; and events affected by weather, venue closure, low turnout or any other circumstance unrelated to the platform.

3.4 How we verify a claim

When a claim arrives we review the server logs, scanner activity and error reports for your event's check-in window. If those records show the platform was reachable and processing check-ins normally, we may decline the claim, and we will tell you what the records show. Reporting the problem to us while the event is still running, on the support line, gives us the best chance of fixing it on the spot and leaves a clear record either way.

Send your request to info@eventup.lk, message us on WhatsApp, or call +94 77 006 3181. Please include the event name, the email address on your organizer account, and the payment reference. If you are claiming under section 3, tell us what went wrong and roughly when, so we can match it against our records. We acknowledge every request within one business day and confirm the outcome before processing anything.

5.1 The event reverts to the free tier

When a refund is issued, the paid plan on that event ends and the event is moved to our free tier. The event itself stays accessible, but only free-tier features remain available: a custom registration form, participant management and search, a bare QR export, and a single scanner device, with EventUp branding shown on the form. Free-tier participant limits apply from that point on.

5.2 Paid features stop working

Features included in a paid plan are switched off for that event. Custom QR template exports, the welcome screen, unlimited scanner devices and live counts, XLSX attendance reports, multi-entrance check-in, SMS and email invitations, and the removal of EventUp branding are no longer available.

5.3 Export what you need first

Please export any attendance reports or QR template assets you need before you request a refund. Those exports are paid-tier features and will no longer be available to you once the event has been moved to the free tier. Where a refund follows a platform failure and the event has already taken place, ask us before the archival period ends and we will send you a final export of your registration and check-in records.

Five (5) working days after a refund is issued, the event is automatically archived. From that point its data is no longer retrievable through the organizer dashboard.

Approved refunds are returned to the original payment method used for the purchase. We initiate the refund with our payment gateway within 7 to 14 working days of approval. Depending on your bank or card issuer, it may take a further few working days for the credit to appear on your statement.

Refunds cover the event plan fee you paid to EventUp, and a refund granted under section 3 returns that fee in full. Third-party SMS invitation charges are billed separately at pass-through rates and are not refundable once the messages have been sent, as those costs are incurred with the network operator at the point of sending.

You can cancel or postpone an event at any time without requesting a refund. If you postpone, contact us and we will move your plan to the new event date rather than issuing a refund, so that your registrations and check-in setup are preserved.

Questions about this policy, or about a specific payment? Reach us at info@eventup.lk, on +94 77 006 3181, or by post at No: 138/T, Sadaham Mawatha, Kanduboda, Delgoda 11700, Sri Lanka. Our office hours are Mon - Fri, 9.00am - 6.00pm (IST).