This policy explains when a ticket bought through Eve can be cancelled or refunded, who decides, and how to ask. It applies together with the Terms of Service and the event-specific cancellation policy shown to you before you pay. Where the law gives you stronger rights than this policy or the organizer’s policy, the law prevails. Last updated: 8 October 2026.
1. Who sells you the ticket
The event organizer is the seller of the ticket and decides on voluntary refunds. Eve is the ticketing platform: we show you the applicable policy before you pay, record your request, and process approved refunds back to your original payment method. Eve submits the refund through the payment account that owns the charge—Eve’s platform account or, for Direct Charges, the Organizer’s connected Stripe account.
2. The event’s own cancellation policy
Every event displays its cancellation policy at checkout, and you confirm it before paying. For an ordinary or voluntary order-refund request, the purchase policy is resolved in this order: Event policy → Organization policy → applicable Country policy → Platform default. A higher-priority layer replaces only the lower-priority default. Mandatory law is a non-waivable floor, not another optional setting. The resolved policy governs voluntary cancellations that go beyond your statutory rights — for example an organizer may allow free cancellation up to a week before the event.
3. Your statutory cancellation rights — Israel
If you are a consumer in Israel, the Consumer Protection Law, 5741–1981 gives you the following rights for a ticket bought remotely (online or by phone) to a leisure or culture event such as a show, concert, festival, party or conference:
- You may cancel within 14 days of the purchase (or of receiving the written transaction details, if that is later), provided the cancellation is made at least 7 days (not counting weekly rest days and holidays) before the date of the event.
- If you are a person with a disability, a senior citizen (a person who has reached retirement age) or a new immigrant and the purchase involved a conversation with the seller (including by phone, chat or other electronic means), you may cancel within 4 months of the purchase, on the same 7-day condition, and we or the organizer may ask for a document confirming your eligibility.
- The cancellation fee may not exceed 5% of the transaction amount or ILS 100, whichever is lower. Where the law permits, the actual card-processing charge incurred for the cancelled transaction may also be deducted.
- The refund is issued within 14 days of your cancellation notice, to the payment method you used.
- Separately, under the Eve Ticket Sale Contract, if the organizer cancels the whole event, you are entitled to a full refund of everything you paid — including booking, service, handling and platform fees — with no cancellation fee or deduction for Stripe processing or currency-conversion costs. A material change or other failure to deliver may separately give you a cancellation, refund or other remedy under applicable law or the Ticket Sale Contract. It is not treated as a whole-event cancellation unless the organizer cancels the event, and nothing here reduces those separate rights.
Cancellation notices may be sent in the same way the purchase was made, by email to the organizer or to support@goeve.io, or from the order page in your account. Please quote your order number.
4. Your statutory rights — European Union and United Kingdom
For consumers in the EU and the UK, the 14-day right of withdrawal for distance contracts does not apply to leisure services with a specific date or period, such as event tickets. You therefore have no automatic cooling-off period, but you remain entitled to a refund if the event is cancelled or is not provided as described, and to any voluntary rights in the event’s policy.
5. Cancelled, postponed or changed events
- Cancelled: you receive 100% of everything you paid — including booking, service, handling and platform fees — with no cancellation fee or Stripe processing or currency-conversion deduction; the organizer bears those Stripe costs. This mandatory whole-event result cannot be reduced by any Event, Organization, Country or Platform policy layer. You may instead accept a replacement ticket or credit only if the organizer offers one and you agree.
- Postponed: your ticket is valid for the new date. If you cannot attend on the new date, you may request a refund within 14 days of the announcement.
- Materially changed (different venue, city, headline act or format): you may request a refund within 14 days of the announcement.
- Where a refund has been approved or is required by applicable law or the Ticket Sale Contract, Eve may process it directly if the organizer does not act within a reasonable time.
6. How to request a refund
- Open your ticket from the confirmation email or your account and choose “Request refund”, or email the organizer or support@goeve.io with your order number.
- Tell us the reason (statutory cancellation, event change, duplicate charge, other). For a statutory cancellation no reason is needed.
- Before you confirm a cancellation we show you the amount that will be refunded and any deduction, so there are no surprises.
- The organizer (or Eve, where it holds the funds) decides voluntary requests within the time stated in the event policy. Statutory cancellations must be honoured; if the organizer does not act, contact support@goeve.io and Eve will step in as described in Section 5.
- Approved refunds are sent to your original payment method. Your bank or card issuer usually shows them within 5–10 business days.
7. What is generally not refundable
- Not attending an event that took place as advertised (a “no-show”).
- Cancellations made after the statutory window and outside the event’s own policy.
- Tickets bought from unauthorised resellers — we can only refund the person who bought from us.
- Voluntary donation amounts added at checkout, once the event has taken place.
8. Fees on refunds
For statutory cancellations, the limits in Section 3 and all other mandatory rights apply. In particular, a mandatory full refund is not reduced by Stripe fees. For ordinary or voluntary order refunds, the purchase policy is resolved Event → Organization → applicable Country → Platform default, always subject to mandatory law as a non-waivable floor. If the organizer cancels the whole event, no layer in that hierarchy may reduce the 100% buyer-paid refund or pass Stripe processing or currency-conversion costs to the customer.
Payment-provider costs, including currency-conversion costs, are allocated by payment model under Section 7.6 of the Terms of Service and are not added to the price a customer pays. The organizer bears them in every payment model, subject to the collection limits and historical allocations in that section. When a Stripe payment is refunded, Stripe generally does not return the processing and currency-conversion fees it charged on the original payment.
Where that original Stripe cost is allocated to the organizer, the customer bears the attributable part that is not returned on a refund, deducted only where mandatory law and the terms disclosed for that purchase permit. No such deduction applies to a cost allocated to Eve. This cost is separate from any cancellation fee. Statutory limits and rights to a full refund take precedence, and no amount may be deducted merely because it is described as a processing cost. If the organizer cancels the whole event, or a full refund is otherwise mandatory, the customer receives everything paid — including booking, service, handling and platform fees — and the organizer bears every Stripe processing or currency-conversion cost.
Any deduction must be based on verified provider-fee records for the original payment, in the currency in which the customer was charged, and never on an assumed rate. The original cost is allocated proportionately across partial refunds and may not be collected more than once. Confirmed fee credits or payment reversals reduce the retained cost.
The refund amount and each permitted deduction are disclosed before confirmation. The terms applicable to an existing purchase and the amount of a confirmed refund are not changed retroactively. Eve’s own platform, service or payout fees are refunded or retained only as the terms disclosed for the purchase and applicable law provide.
Stripe may separately charge a fee for issuing a refund, depending on the payment method and pricing agreement. That fee follows the same model-specific allocation: the organizer bears it in every payment model, subject to the collection limits and historical allocations in Section 7.6. It is never deducted from the customer’s refund, and an unknown future fee is never charged to the customer retroactively.
9. Chargebacks
Please contact the organizer or support@goeve.io before asking your card issuer to reverse a payment. Most issues are resolved faster this way, and a chargeback on a refund that is already being processed can delay your money.
10. Payment terms
Eve charges the full order amount once, at the time of purchase. Eve does not offer payment by instalments. If a buy-now-pay-later option (for example Klarna) appears at the payment step, that provider shows you the number of payments, the amount of each payment and the total before you confirm, and any refund is returned through that provider, which then adjusts your payment plan.
Prices are shown and charged in the event’s currency. If your card or account is in a different currency, your card issuer converts the charge at its own exchange rate and may add a foreign-transaction fee; Eve does not receive that fee. A refund is returned in the same currency as the original charge, so the amount credited in your own currency can differ from the amount debited, because exchange rates move and your issuer may apply its own fees. Eve does not offer dynamic currency conversion, and no payment-processing or currency-conversion cost of the Payment Provider is added to the price you pay; those costs are allocated by payment model under Section 7.6 of the Terms. Section 8 explains the limited cases in which part of an Organizer-borne original payment-processing cost that is not returned on a refund may be deducted from your refund.
11. Questions
Contact the organizer through the event page or email support@goeve.io. If you are a consumer in Israel and believe your statutory rights were not honoured, you may also contact the Consumer Protection and Fair Trade Authority.
Legal entity and refund contact
Legal entity: Eve Technologies Ltd., Tel Aviv, Israel.
Legal domain: goeve.io. Legal email: support@goeve.io. Support email: support@goeve.io. Contact email: support@goeve.io. Security email: support@goeve.io.