5–7 Business Days
Approved refunds are credited directly back to your original source payment method.
100% No-Show Protection
If allocated crew fails to report to the venue, that slot fee is 100% refunded.
Tiered Notice Windows
Clear percentage refunds based on how early you cancel prior to shift commencement.
1Introduction & Payment Architecture
At EventOye, trust and predictability are the foundation of our marketplace. When an Event Organizer (Manager) contracts a Lead Captain and reserves a workforce roster, advance tokens and shift escrow are collected via our integrated, RBI-compliant payment gateway (Razorpay).
This Refund and Cancellation Policy outlines your rights, the applicable cancellation windows, and the timeline for refund processing.
2Event Organizer (Manager) Cancellation Tiers
Event organizers can cancel or adjust their workforce booking via their Manager Dashboard. Because crew members block their personal calendars and turn down competing opportunities once confirmed, refunds are structured according to the notice period provided:
| Notice Window | Eligible Refund % | Crew Standby Compensation | Deductions |
|---|---|---|---|
| 48+ Hours Before Shift | 100% of Advance | None | Gateway convenience fees (if applicable) |
| 24 to 48 Hours Before Shift | 75% of Advance | 25% allocated to confirmed crew | Platform fee + Gateway charges |
| 12 to 24 Hours Before Shift | 50% of Advance | 50% allocated to confirmed crew | Platform fee + Gateway charges |
| Less than 12 Hours / Post-Start | 0% (Non-refundable) | 100% deployed to crew compensation | Full booking value utilized |
3Crew Failure & No-Show Guarantee
EventOye protects event organizers against staffing shortfalls:
- Lead Captain Unexcused Absence: In the rare event that a contracted Lead Captain fails to report to the venue or abandons their contractual responsibilities, the organizer is entitled to a 100% full refund of all advances paid, plus immediate priority reassignment of an emergency backup Captain.
- Worker Shortfall / No-Show:If an approved worker does not check in via venue GPS and selfie verification, the organizer will not be billed for that worker's shift rate, and the reserved escrow amount is returned to the manager's account balance immediately upon shift reconciliation.
4Refund Processing Timeline & Payment Methods
Turnaround Time: Once approved, all refunds are initiated through our payment partner (Razorpay) within 24 to 48 hours. The funds will reflect in the customer's bank account or card within 5 to 7 business days, subject to bank processing cycles.
Original Payment Method: In accordance with Reserve Bank of India (RBI) payment guidelines, refunds are strictly routed back to the exact source instrument used during checkout:
- UPI (GPay / PhonePe / Paytm / BHIM): Credited back to linked bank account (typically 24–48 hours).
- Debit / Credit Cards: Credited to the issuing bank card account within 5–7 business days.
- Netbanking: Credited directly to the originating bank account within 5–7 business days.
5Dispute Resolution & Escrow Claims
If there is a disagreement regarding shift hours, check-in timestamps, or task execution quality:
- Organizers must lodge a formal dispute via the EventOye app within 48 hours of event completion.
- Our operations team will review the automated GPS check-in logs, selfie audit proofs, and squad timestamps.
- A definitive resolution and settlement decision will be rendered within 3 business days.
6Contact Billing & Refunds Support
For questions or status checks regarding an ongoing refund:
Department: Billing, Escrow & Financial Settlements
Email: refunds@eventoye.com / support@eventoye.com
Helpline: +91 99999 99999 (Monday to Saturday, 9:00 AM – 8:00 PM IST)