Last updated · May 14, 2026
Refund & Cancellation Policy
We want every guest to have a great experience. This policy explains when you can get a refund, how it works, and how long it takes — for tickets purchased on The Urban Gala("TUG").
1. The headline
- Event cancelled by Organiser: 100% refund of the ticket face value to your original payment method.
- Materially rescheduled or relocated: Full refund available within 7 days of the change notice. After that you are considered to have accepted the new schedule.
- You change your mind:Refunds are at the Organiser's discretion. See the table below.
- Booking / payment-gateway fees: Non-refundable unless we cancel the event.
2. Voluntary cancellation by you
Unless the Organiser advertises a stricter policy on the event page, the following defaults apply. The most lenient applicable tier always wins.
| When you cancel | Refund of ticket face value |
|---|---|
| 15+ days before the event | 75% |
| 7 – 14 days before | 50% |
| 2 – 6 days before | 25% |
| Less than 48 hours before, or after the event | No refund |
Note: Early Bird tickets, free RSVPs, complimentary tickets, and tickets purchased with a promo code that explicitly states " non-refundable" are not eligible for voluntary refunds.
3. How to request a refund
- Sign in and go to My account, or use the link in your confirmation email.
- Open the booking and click Request refund, or reply to your confirmation email with your booking reference (
#XXXXXXXX). - We confirm receipt within 2 business days.
4. How and when you'll get your money
- Refunds are processed via Razorpay to the original payment method.
- Once approved, expect the money to reflect in 5 – 10 business days. UPI is usually fastest; international cards and net-banking may take a little longer.
- For partial refunds, taxes and gateway fees are pro-rated to the refunded amount where required by law.
5. Special cases
5.1 Duplicate bookings
If you accidentally booked the same ticket twice, contact us within 48 hours and we'll process a full refund for the duplicate.
5.2 Failed payments / wrong charges
If your card was charged but you didn't receive a confirmation email, the order didn't go through and the bank will reverse the hold automatically (typically within 5 – 7 business days). If it doesn't, write to theurbangalaofficial@gmail.com with a transaction reference and we'll investigate.
5.3 Force majeure
If an event is postponed or cancelled because of circumstances beyond reasonable control (natural disaster, government order, public-health emergency, venue failure), the Organiser may offer credits, a rescheduled slot, or a refund. The specific option is announced per-event.
6. Chargebacks
Please contact us before filing a chargeback with your bank. Most issues are resolved within 24 – 48 hours, while chargebacks typically take 30 – 90 days and can delay your refund.
7. Contact
Refund questions or stuck mid-process? Email us at theurbangalaofficial@gmail.com with your booking reference. We aim to respond within 1 business day.