A single event ticket and a four-day package with flights are different products with different refund terms, because one commits us to third-party suppliers and the other does not.
These terms reflect what the organisers have agreed commercially. They have not been reviewed by a lawyer. Refund terms are contractual and consumer-protection rules vary by country, so this page should not be published as final until it has been checked.
Tickets to individual events or performances, where no accommodation or travel is included.
Refundable in full. Email us within 24 hours of your payment receipt and we will refund the ticket price to the card you paid with.
Non-refundable. Tickets are for a specific date at a specific venue and cannot be resold by us once that window closes.
Any package that includes accommodation, flights or ground transport. When you book one, we begin committing funds to resort partners, airlines and transport operators on your behalf. Those commitments are usually not recoverable, which is what shapes the terms below.
A refund is available, less three deductions:
Non-refundable. Once accommodation and travel are confirmed in your name, the festival cannot recover those costs and no refund is available.
You receive a booking confirmation email at this point. It is separate from your payment receipt, and it is the moment this clause takes effect.
Round numbers used only to show the calculation. These are not prices.
Package paid
$1,000
Supplier deposit committed
− $200 — already paid to a resort partner, not recoverable
Consulting fee
− $50
Restocking fee, 20%
− $200
Refunded to you
$550
Email us from the address you booked with. Include your full name, the email on the booking, your payment receipt number, and which package or ticket you are asking about.
We aim to respond within two working days and to process an approved refund within ten working days. Refunds are returned to the original payment method — we cannot refund to a different card or account.
hello@weareonetour.comNothing in this policy removes rights you have under the consumer law of your own country. Where local law gives you a stronger right than this policy does, that law applies.
Written from the terms agreed on 24 August. These are the points that were not covered and need a decision before this page is published.
Not addressed anywhere. This is the single most important missing clause — it is the first thing a payment processor checks and the first thing a buyer looks for when paying eight months ahead. Needs: what happens on organiser cancellation, on postponement to a new date, and on force majeure.
The refund window currently depends on an internal event the buyer cannot see or predict, which reads as arbitrary and is the kind of term consumer regulators dislike. Fix by either naming a fixed date after which bookings are confirmed, or stating each buyer’s confirmation date in their receipt.
The worked example takes 20% of the package price. Taking it from the balance after the other deductions gives a different number. Confirm which, because the difference is real money and this page states it publicly.
Supplier deposit plus consulting fee plus 20% can approach the full price, at which point “refundable” is arguably misleading. Consider a floor — a minimum refundable percentage — or say plainly that a refund may be nil.
Not mentioned. Letting someone transfer a place they cannot use costs the festival nothing and is often more attractive than a refund. Worth deciding, for both tickets and packages.
Some jurisdictions give distance-selling cooling-off periods well beyond 24 hours. Dated event tickets are commonly exempt, but that exemption is jurisdiction-specific and the audience here is international. One for the lawyer, not for us.