Return & Refund Policy

Effective Date: 26-05-2025

Thank you for purchasing your tickets through Dutchalteredcommunity.eu.
Please read our return policy carefully before making a purchase. By completing your order, you agree to the terms below.

1. All Sales Are Final

In accordance with EU Directive 2011/83/EU on Consumer Rights and Dutch consumer law, the right of withdrawal (14-day cooling-off period) does not apply to:

  • Leisure services provided for a specific date or period, such as event tickets

As such, all ticket sales are final, and no refunds or exchanges will be granted except in the circumstances outlined below.

2. Event Cancellation or Rescheduling

  • Event Cancellation: If an event is officially cancelled and not rescheduled, you are entitled to a full refund, including any applicable service fees.
  • Event Rescheduling: If an event is postponed, your original ticket(s) will remain valid for the new date. Refunds are not guaranteed but may be offered at our or the organizer’s discretion.

3. Exceptional Circumstances (Discretionary Refunds)

While all sales are generally final, we understand exceptional situations may occur. We may offer a discretionary refund in cases such as:

  • Serious illness or medical emergencies (with valid documentation)
  • Duplicate or accidental purchases
  • Venue access issues not caused by the customer

To request a discretionary refund, please contact us at least 48 hours before the event, including a clear explanation and any relevant documentation. Approval is at our sole discretion and not guaranteed.

4. Custom-Made or Personalized Items

In compliance with EU consumer law, the right of withdrawal does not apply to:

“The supply of goods made to the consumer’s specifications or clearly personalized” (Article 16(c), Directive 2011/83/EU).

Therefore, custom-made or personalized items (such as bespoke tokens, playmats, or other commissioned merchandise) are non-refundable and cannot be returned, unless they arrive damaged or faulty.

5. Non-Refundable Fees

Unless required by law, service fees, processing fees, and delivery charges (if applicable) are non-refundable, even in the event of a discretionary refund.

6. Third-Party Events

For events hosted by third-party organizers, Dutchalteredcommunity.eu is not responsible for cancellations, postponements, or refund decisions. Please refer to the terms of the relevant event organizer.

7. Ticket Transfers

Ticket transfers may be allowed depending on the event. Please refer to the event’s specific terms or contact our support team to confirm eligibility and process.

8. Fraudulent or Unauthorized Transactions

We reserve the right to cancel any orders or deny service in cases of:

  • Suspected fraud or chargeback abuse
  • Unauthorized resale or ticket scalping
  • Violations of our terms of use

9. Contact Information

If you have questions or believe you qualify for a refund under our policies, please contact us:

📧 Email: Tickets@dutchalteredcommunity.eu

This policy is designed to comply with EU Directive 2011/83/EU, Dutch consumer protection law, and applicable regulations concerning the sale of event tickets and custom goods. Please retain a copy for your records.