Refund Policy

Refund Eligibility

You may request a refund for a ticket if all of the following conditions are met:

• Unused ticket: You have not used the ticket to complete a video call with the creator
• Within 14 days: Your request is submitted within 14 days of the original purchase date
• No pending request: You do not already have a pending refund request for this ticket

How to Request a Refund

1. Go to your My Tickets page
2. Find the ticket you want to request a refund for
3. Click the Get Help button on the ticket
4. Select Request Refund and choose a reason
5. Submit your request

Review Process

All refund requests are reviewed by our support team. This helps us maintain a fair marketplace for both fans and creators.

• Review time: We aim to review requests within 2-3 business days
• Email notification: You will receive an email once your request has been approved or denied
• If approved: The full purchase amount will be refunded to your original payment method
• If denied: Your ticket remains valid and can still be used when the creator goes live

Refund Processing Time

Once approved, refunds typically appear in your account within 5-10 business days, depending on your bank or payment provider. The refund will be credited to the same payment method used for the original purchase.

Non-Refundable Situations

Refunds cannot be issued in the following cases:

• Used tickets: Tickets that have been used to complete a video call with the creator. By completing a call, you acknowledge that the service has been fully performed and you waive your right to a refund for that ticket under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
• Outside refund window: Requests submitted more than 14 days after purchase
• Abuse detected: Requests that appear to be fraudulent or abusive

Problems During Calls

If you experience issues during a video call (such as technical problems, the call ending early, or other concerns), you can submit a Problem Report through the same My Tickets page. Problem reports can be submitted at any time, regardless of when the ticket was purchased.

Our team will review your report and may issue a goodwill refund at our discretion if the circumstances warrant it.

Creator Cancellations

If a creator goes offline while you are in the queue (before your call), your ticket remains unused and can be used again the next time the creator is live. If you prefer a refund in this situation, you may submit a refund request selecting "Creator went offline before my turn" as the reason.

Questions?

If you have questions about our refund policy or need help with a refund request, please contact us at support@bkstage.io.