Refund and Cancellation Policy
Clear, fair terms for ticket refunds, event cancellations, and organiser payouts — for both attendees and event organisers on City Culture.
Last updated: 13 November 2026
City Culture is a brand owned and operated by Salty Media Production (opc) Pvt Ltd. This policy covers refund and cancellation terms for ticket purchases on our platform — applicable to attendees who buy tickets and to event organisers who sell tickets through City Culture. Please read this carefully before purchasing a ticket or listing an event.
Our Commitment to Fair Ticketing
City Culture is a two-sided ticketing marketplace — attendees buy tickets, and organisers sell them. This means our refund policy must balance the interests of both. When an attendee purchases a ticket, the organiser begins incurring real costs — venue bookings, resource planning, material procurement, and capacity commitments. Last-minute cancellations affect not just the organiser but every other attendee who booked for that event.
This policy is designed to be fair to everyone. Attendees get reasonable flexibility, organisers get protection against last-minute attrition, and City Culture ensures the platform remains trustworthy for all parties.
1. Standard Ticket Cancellation Policy for Attendees
Applies to all standard events listed on City Culture unless the organiser specifies different terms on the event page.
Cancellation 48+ Hours Before the Event
Full Refund or Event Credit: Cancel at least 48 hours before the event start time and you receive either:
- 100% refund to your original payment method (processed within 5–7 business days), OR
- 100% credit usable for any future City Culture event ticket
Example: For a Sunday 10 AM event, cancel by Friday 10 AM to get a full refund.
Cancellation 24–48 Hours Before the Event
50% Refund or 75% Credit: Cancel in this window and you receive:
- 50% refund to your original payment method, OR
- 75% credit for future event tickets (bonus for choosing credit over refund)
Example: For a Sunday 10 AM event, this window is Saturday 10 AM – Friday 10 AM.
Cancellation Less Than 24 Hours Before the Event
No Refund: Cancellations within 24 hours of the event are not eligible for a refund. However:
- You may transfer your ticket to another eligible person (contact us immediately)
- Genuine emergencies — medical or family — are reviewed case by case with documentation
Example: For a Sunday 10 AM event, cancellations after Saturday 10 AM are non-refundable.
No-Shows — Booked but Did Not Attend
No Refund + Account Warning: If you book a ticket and do not show up without notifying us:
- No refund will be issued under any circumstances
- First no-show: Warning issued to your account
- Second no-show: Account may be restricted from future bookings
- Third no-show: Account may be permanently suspended
No-shows disrespect the organiser's planning and block spots for genuine attendees. We take this seriously on our platform.
2. Cancellation Terms for Specific Event Types
Organisers listing these event types on City Culture are required to apply these stricter cancellation terms, which will be displayed clearly on the event page before purchase.
Adventure and Outdoor Events (Treks, Camping, Multi-Day Trips)
These events require advance permits, transport bookings, and accommodation. Stricter terms apply:
- 7+ days before: Full refund or 100% credit
- 3–7 days before: 50% refund or 75% credit
- Less than 3 days before: No refund (ticket transfer to another person allowed)
Exact terms will be stated on the event listing page before you purchase.
Paid Workshops, Classes, and Training Events
Events with external instructors, limited capacity, or pre-purchased materials:
- 5+ days before: Full refund or 100% credit
- 2–5 days before: 50% refund or 75% credit
- Less than 2 days before: No refund
Free Events or Heavily Discounted Promotional Tickets
For free or heavily discounted trial events, standard refund terms may not apply. All applicable terms will be stated clearly on the event page during registration or ticket checkout.
3. Event Cancellations and Changes by the Organiser
When an organiser cancels or significantly changes an event listed on City Culture, the following terms protect attendees who have already purchased tickets.
Complete Event Cancellation by the Organiser
If an organiser cancels their event for any reason (insufficient ticket sales, venue issues, organiser unavailability, safety concerns), all ticket holders will receive:
- Full 100% refund to the original payment method, processed within 5–7 business days, OR
- 110% City Culture credit (a 10% bonus as compensation for the inconvenience)
- Immediate notification via email and WhatsApp to all ticket holders
Organisers who repeatedly cancel events may have their listing privileges suspended on City Culture.
Event Rescheduled to a New Date
If an organiser reschedules the event to a new date or time:
- Existing tickets automatically become valid for the new date
- Attendees will be notified with at least 48 hours notice wherever possible
- Attendees who cannot make the new date may request a full refund within 48 hours of the rescheduling announcement
- After that 48-hour window, standard cancellation policy applies
Minor Changes to Event Details (Venue, Time, Activity)
If an organiser makes minor changes — a nearby venue switch, slight timing adjustment — without a full rescheduling:
- Attendees will be notified as early as possible
- Existing tickets remain valid
- If the change materially affects your ability to attend, contact us within 24 hours for a full refund review
4. Transferring Your Ticket to Another Person
Can't make it to the event? If you know someone who can attend in your place, you may transfer your ticket to them — free of charge.
Transfer Requirements
- Contact us at least 24 hours before the event
- Provide the new attendee's full name, email, and phone number
- The new attendee must be eligible per the event's age or other requirements
- They must agree to City Culture's Terms of Service and the organiser's event rules
- Ticket transfers are free — no additional platform charges
How to Request a Transfer
Contact our support team via:
- Email: [email protected]
- WhatsApp: 7411820025
- Contact form on cityculture.in
Transfers requested less than 6 hours before the event may not be processed in time. Please plan ahead.
5. Organiser Payout Policy
This section applies to individuals and groups who create and sell event tickets on City Culture.
When Do Organisers Get Paid?
- Organiser payouts are processed within 3–5 business days after the event concludes successfully
- This buffer period allows City Culture to process any valid attendee refund requests before releasing funds
- Payouts are made via UPI or direct bank transfer to the organiser's verified payout account
- City Culture's platform fee is deducted from the total ticket revenue before payout
Payout Deductions
The organiser receives the ticket revenue minus:
- City Culture's platform fee (as agreed during organiser registration)
- Payment gateway processing charges
- Any refunds issued to attendees for valid cancellations before the event
If an Organiser Cancels Their Own Event
- All collected ticket payments will be refunded to attendees in full
- The organiser will receive no payout for that event
- Repeated event cancellations by an organiser may result in their account being reviewed or suspended
6. Refund Processing and Timeline
Legal Entity & Billing
All ticket payments, platform fees, and refunds are processed by Salty Media Production (opc) Pvt Ltd. On your bank statement or UPI notification, the transaction may appear under the name Salty Media Production.
Processing Timeline
- Refund requests are reviewed and approved within 2–3 business days
- Once approved, refunds are processed within 5–7 business days
- Your bank or payment provider may take an additional 3–5 business days to reflect the amount
- Total expected timeline: 7–12 business days from request to money in your account
Refund Method
Refunds are always returned to the original payment method used at the time of ticket purchase:
- UPI: Refunded to the same UPI ID
- Debit / Credit Card: Credited to the same card
- Net Banking: Credited to the originating account
- Wallet: Credited to the same wallet balance
City Culture Credits
If you opt for event credits instead of a monetary refund:
- Credits are added to your City Culture account immediately upon approval
- Credits are valid for 12 months from the date of issue
- Credits can be applied to any event ticket purchase across any city on our platform
- Credits are non-transferable and cannot be converted back to cash
7. Exceptional Circumstances — Case-by-Case Review
We understand genuine emergencies happen. While our policy is clear, we review exceptional cases individually and with empathy.
Situations We May Consider for Out-of-Policy Refunds:
- Medical Emergencies: Your own or an immediate family member's hospitalisation (documentation required)
- Bereavement: Death of an immediate family member
- Natural Disasters: Circumstances beyond your control directly preventing attendance
- Unavoidable Professional Obligation: Employer documentation may be requested
How to Request an Exception
Contact us as soon as possible with:
- Your booking reference number and event details
- A clear explanation of the situation
- Supporting documentation wherever available
We review every case fairly. However, approval is not guaranteed and all exception decisions are final.
8. Situations Where Refunds Will Not Be Issued
Refunds will NOT be issued in the following circumstances:
- Change of Mind: Deciding you no longer wish to attend after the cancellation window has passed
- Personal Schedule Conflicts: Non-emergency plans that clash with the event
- Weather Preferences: "It's too hot/cold/rainy" — unless the event is officially cancelled by the organiser
- Post-Event Dissatisfaction: After attending the event, if the experience did not meet your personal expectations
- Account Violations: If your account is suspended or banned for breaching platform policies
- Late Arrival: If you arrive late and miss part of or all of the event
- Personal Logistics: Transportation issues, traffic, or other logistical problems on your end
- Forgot About the Event: Not remembering your booking is not grounds for a refund
9. How to Request a Cancellation or Refund
Step-by-Step Process
- Contact us as soon as you know you cannot attend
The earlier you inform us, the better refund terms you are eligible for.
- Share your booking details
Full name, event name, event date, city, and your booking reference number.
- Choose refund or credit
Tell us whether you prefer a monetary refund or City Culture credits for a future event ticket.
- Receive confirmation
We will send you a cancellation confirmation and refund status update.
- Wait for processing
Refunds: 5–7 business days. Credits: Added immediately upon approval.
Contact Channels
Email: [email protected]
WhatsApp: 7411820025
Website: Contact form on cityculture.in
Response Time: We aim to respond within 24 hours on business days
10. Refund Disputes and Resolution
If you believe a refund decision was made in error or you are unsatisfied with the resolution provided:
- Contact us directly first — Email [email protected] with "Refund Dispute" in the subject line
- Include all relevant details — Booking reference, original cancellation request, and reason for the dispute
- We will review within 3–5 business days — A senior team member will personally review your case
- Final decision will be communicated in writing — All refund dispute decisions are final once reviewed
11. Payment Gateway Processing Charges
All ticket payments on City Culture are processed through secure third-party Indian payment gateways (such as Razorpay or Cashfree). Please note:
- Payment gateway charges (typically 2–3%) are non-refundable, even when you receive a full ticket refund
- For example: For a ₹500 ticket with a full refund, you may receive approximately ₹485–490 back to your account
- These charges are levied by the payment provider — not by City Culture
- Choosing City Culture credits instead of a monetary refund gives you 100% of your payment value with no gateway deductions
12. Changes to This Policy
City Culture reserves the right to update this Refund and Cancellation Policy at any time. However:
- Policy changes will not affect tickets already purchased — the policy at the time of your purchase applies
- Organisers will be notified of any changes that affect their payout terms
- All members will be notified of significant policy changes via email
- The updated policy will always be available on this page with a revised "Last Updated" date
Our Philosophy on Refunds
We want both attendees and organisers to feel confident using City Culture. Attendees should be able to purchase tickets knowing there is a fair, transparent process if plans change. Organisers should be able to list events knowing that no-shows and last-minute cancellations won't undermine their hard work.
These policies exist to protect the platform's integrity — not to trap anyone's money unfairly. If you have a genuine concern or a situation that doesn't neatly fit the policy, reach out to us. We are a small, passionate team running a platform we care deeply about.
When in doubt, just contact us. We will sort it out together.