Refund Policy

Effective Date: 23/03/2026. This page explains how refund requests are handled for tickets purchased through EventLab, including the cases that may qualify, the process to follow, and the organizer’s role in approvals.

Download Policy (EventLab Refund Policy.pdf)
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Quick summary

This policy is designed to make refund expectations clearer for both organizers and attendees while keeping the approval process transparent.

  • Organizer approval matters
  • Duplicate payment cases can qualify
  • Service fees may remain non-refundable
  • Request windows are time-bound
Clear request steps
Defined timelines
Approval-led decisions
Support contact included

EventLab is a WhatsApp-powered event management platform operated by Intercom Global Pvt Ltd. This Refund Policy outlines the terms and conditions under which ticket purchases made through EventLab are eligible for refunds.

1. General Policy

All ticket purchases made through EventLab are final and non-refundable, except under specific circumstances outlined in this policy.

EventLab acts as a technology platform provider facilitating ticketing, payments, and communication. The event organizer is responsible for defining and approving refund decisions.

2. Eligibility for Refunds

Refunds may be considered under the following conditions:

2.1 Event Cancellation

If an event is cancelled by the organizer, ticket holders will be eligible for a refund of the ticket value.

2.2 Event Postponement / Rescheduling

If an event is postponed or rescheduled:

  • Tickets will remain valid for the new date.
  • If a customer is unable to attend, a refund request may be submitted (subject to organizer approval).

2.3 Duplicate Payments

If a user is charged more than once for the same booking, the duplicate amount will be refunded after verification.

3. Non-Refundable Cases

Refunds will not be provided in the following situations:

  • Change of personal plans or inability to attend.
  • Late arrival or no-show.
  • Incorrect ticket selection or accidental purchase.
  • Dissatisfaction with event content or experience.
  • Failure to comply with event entry requirements.

4. Service and Processing Fees

  • Platform service fees, payment gateway charges, and applicable taxes are non-refundable.
  • Refunds (if approved) will be processed only for the base ticket value, unless otherwise stated by the organizer.

5. Refund Request Process

To request a refund, users must:

  • Submit a request via WhatsApp support channel or email: info@eventlab.lk.
  • Include booking reference number, registered mobile number, and reason for refund.

Timeline

  • Refund requests must be made within 5 to 7 working days from the date of cancellation or rescheduling announcement.
  • Requests submitted after this period may not be accepted.

6. Refund Processing Timeline

  • Approved refunds will be processed within 3 to 5 working days.
  • Bank or card processing may take an additional 7 to 14 working days depending on the payment provider.

Refunds will be credited to the original payment method used at the time of purchase.

7. Organizer Responsibility

  • EventLab facilitates the refund process, but final approval lies with the event organizer.
  • EventLab is not liable for event cancellations or changes in event schedule, content, or venue.

8. Force Majeure

No refunds will be issued for cancellations or disruptions caused by events beyond reasonable control, including but not limited to:

  • Natural disasters
  • Government regulations
  • Public health emergencies
  • Technical failures beyond platform control

9. Contact Information

For refund inquiries and support:

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