Refunds

Refunds & Cancellations

This policy describes when Lovix, operated by Nexo Labs LLC, refunds ticket and table purchases. It follows the live product rules and Section 7 of the Terms of Service. Refunds of ticket and table purchases go back to the original payment method through Stripe. Mandatory consumer rights are not limited.

Event cancelled by the organizer

  • If the organizer cancels an event, every paid booking receives a full refund, including the Lovix Service Fee. You do not need to request it. The organizer, not you, bears the cost of that refund.
  • If an event is postponed or materially changed, remedies follow the organizer’s policy, the tools we implement for that event, and mandatory law.

Booking declined or not approved

  • Some bookings need approval from the organizer or venue. If your booking is declined, or it is not approved before the event ends, you receive a full refund, including the Lovix Service Fee.

Refused entry at the door

  • If you are refused entry for a reason on the organizer’s or venue’s side (for example the venue is at capacity, the event is not held, or a staff error), you receive an automatic full refund, including the Lovix Service Fee.
  • If you are refused entry for a reason on your side (for example an invalid or already-used ticket, arriving outside the admission window, age or ID requirements, intoxication, conduct, or a rules violation), no refund is issued automatically. If you believe the refusal was recorded incorrectly, contact support; Lovix may review the refusal and, where appropriate, reclassify it and issue a refund.

Cancelling your own booking

  • When self-service cancellation is available in the app or on the site, you may cancel a paid booking until four (4) hours before the scheduled event start (or doors/arrival time, if displayed separately).
  • When you choose to cancel within that window, you receive a refund of what you paid minus the Lovix Service Fee: the face value when you paid the fee on top of it, or the face value minus the Lovix Service Fee when the price already included it. The Lovix Service Fee is not refunded, except where mandatory law requires otherwise. The app shows the exact amount before you confirm.
  • After that cutoff, self-service cancellation is disabled. No-shows and mistaken purchases after the window do not, by themselves, create a refund right.

Split tables

  • When the host splits a table's price with friends, every share must be paid by the deadline shown in the app (twenty-four (24) hours after opening the table, and no later than four (4) hours before the event start). If not every share is paid by then, or the host cancels the table before it is fully paid, the table is cancelled and everyone who paid receives a full refund of their share, including the Lovix Service Fee. Lovix bears the processing cost of those refunds.
  • Once every share is paid, each share is refunded under the rules above. If the organizer cancels the event, the venue declines or does not approve the table, or entry is refused for a reason on the organizer’s or venue’s side, each share is refunded in full, including the Lovix Service Fee. If the host cancels the table within the self-service window, each person receives their share minus the Lovix Service Fee on it, and the Lovix Service Fee is not refunded. Only the host can cancel a split table.

Payment errors and other full refunds

  • Subject to applicable law and our review, Lovix issues a full refund, including the Lovix Service Fee, for a duplicate payment, a payment taken because of a system error, a purchase that could not be honored because the event sold out after payment, or a payment identified as fraudulent.
  • Organizers may also instruct Lovix to issue a full or partial refund in specific cases. A partial refund may cover part of the face value, part of the Lovix Service Fee, or both, and a later refund can cover the remainder.

How refunds are processed

  • Refunds are sent to the original payment method. The time for funds to reappear depends on your bank or card issuer, and a refund can take several business days to appear on your statement.
  • Chargebacks and payment disputes are handled separately from ordinary refunds. A refund cannot be issued for an amount that is already the subject of an open dispute.
  • Nothing in this policy limits mandatory consumer rights under applicable law.

Event Room purchases

  • Event Room entry and the Event Room monthly subscription are purchased in the app through Apple or Google. Refunds for those purchases are handled by Apple or Google under their policies. You can cancel the subscription at any time in your store account; it then stays active until the end of the current period.
  • If you are refused entry at check-in, your access to that event room ends. Whether the Event Room purchase is refunded is decided by Apple or Google, except where mandatory law requires otherwise.

Paid event sponsorship

  • Paid sponsorship that places an organizer’s event in sponsored slots on the home feed is a separate organizer purchase. It is not a guest ticket or table.
  • A completed sponsorship payment is non-refundable. Cancelling an active sponsorship removes the event from sponsored slots immediately and does not refund the charge, except where mandatory law requires otherwise. The guest cancellation and event-cancellation rules in this policy do not apply to sponsorship fees.

Last updated: October 25, 2026. Lovix is a platform operated by Nexo Labs LLC.