Refund Policy

1. Overview

Refunds across Ordafy depend on what you bought and who you bought it from. Ordafy Limited runs the platform. Sellers, organisers, and venue hosts set many of the refund rules for a purchase. We process refunds according to the policy shown when you paid, and applicable law. Customer-facing product screens describe refund progress in short, plain language; contractual fee and funding rules for merchants are set out below and in Payments & payouts.

2. Merchant fees and funding (effective 5 October 2026)

Except where Ordafy expressly agrees otherwise in writing (including an authorised goodwill or error correction), Ordafy’s application fee or platform fee charged on a completed sale is not refundable when a customer refund or cancellation refund is processed for that sale, whether the customer refund is full or partial.

Where a customer is entitled to a refund of amounts paid for the merchant’s goods or services, the merchant is responsible for funding that refund. Ordafy processes refunds through the applicable payment provider using the merchant’s available balance, connected-account funds, or other funds attributable to the merchant under the payment arrangements in force.

If there are insufficient available funds to complete a refund at the time it is requested, Ordafy may queue the refund and complete it when sufficient available balance or settlement funds are available. Ordafy is not obliged to advance its own funds to complete a merchant’s customer refund except where Ordafy expressly authorises an exception in writing for that case.

Fees charged by payment providers for processing the original payment are generally not returned by those providers when a refund is made. Such costs remain attributable to the merchant as described in Payments & payouts and may be recovered from later settlements where applicable, subject to applicable law and the merchant’s payment arrangements.

3. Ordafy Marketplace — who sets refund rules

For Marketplace product orders and service bookings, refund rules and time limits are set by the seller or service provider. Ordafy processes refunds under the policy shown on the listing at purchase. Sellers may receive payouts only after delivery and any refund window. See our Terms of Service and Payments & payouts.

4. Ordafy Marketplace — product orders

• Time limits: Many products allow refunds only until a set time before the date. The window is shown on the product page and at checkout.
• Full or partial: Sellers may allow full or partial refunds. The amount is shown when you request a refund.
• Fees: Ordafy’s application or platform fee on a completed sale is generally not refundable (see section 2). Card processing fees charged by payment providers are usually not returned on refund. Other seller fees follow the listing policy.

5. Ordafy Marketplace — service bookings

• Cancellation: Each service has its own cancellation and refund rules (shown before you book).
• Refund amount: We follow the service’s stated policy. Fees are handled as described on the booking.

6. Event tickets

• Who sets the rules: The event organiser sets refund and cancellation rules. They are shown before you buy.
• Before the event: If the organiser allows refunds, request them from your tickets area before any cut-off they set.
• Cancelled by the organiser: If the event is cancelled, the organiser’s policy (and the law) decide refunds. Ordafy helps process refunds when the organiser starts them.
• No-shows: Unused tickets are usually not refunded unless the organiser’s policy says otherwise.
• Fees: Service or card fees may stay non-refundable where the policy says so.
• Part-paid orders: If you have paid only part of an order, a refund covers what you have actually paid, in line with the organiser's policy.

7. Venue hire

• Who sets the rules: The venue host sets cancellation and refund rules. They are shown before you book.
• Changes and cancels: Follow the host’s policy for changing or cancelling a hire. Request refunds from your venue bookings area when available.
• Host cancels: If the host cancels a confirmed hire, their policy and the law decide refunds. Ordafy helps process refunds when the host starts them.
• No-shows: Missing a booked slot without cancelling under the host’s rules usually means no refund.
• Deposits and balances: Deposits may be non-refundable where the host’s policy says so. A refund covers what you have actually paid, whether that was online or in person.

8. How to request a refund

From your Ordafy account, open the relevant area — Orders (products), Bookings (services), Tickets (events), or Venue bookings — then follow the refund option where available. Refunds usually take a few business days; your bank or card issuer may add time.

9. Pay by Link and POS

If you pay with Pay by Link or at the POS (including door tickets or walk-in venue sales), refund rules are mainly between you and the merchant, subject to the law and card rules. Ordafy may help process the refund when the merchant starts it.

10. Disputes and chargebacks

Contact the seller, organiser, or host first. Chargebacks with your card issuer may lead to account limits. See our Terms of Service.

Card network disputes and chargebacks are handled under the payment provider’s and card scheme rules and are not the same as a merchant-initiated or customer-requested refund under this Refund Policy.

11. Contact

Questions about this policy: Ordafy Limited +44 191 751 1924 · hello@ordafy.com. Your consumer rights still apply where the law requires them.