Payment, Ticket and Refund Terms

Effective: 3 August 2026 · Version locily-ticket-terms-2026-08-03

These terms supplement the Terms of Service. Mandatory consumer rights and the information shown immediately before purchase prevail if they provide stronger protection.

1. Payment roles

For third-party events, the company or host named at checkout is the event organizer, ticket seller and contracting party for admission and performance of the event. Locily provides the marketplace, technical checkout, ticket and support tools and facilitates payment through Stripe. If Locily is itself the organizer or seller, checkout will say so. Stripe processes card and supported wallet payments and may perform identity, fraud, sanctions and payout checks. Company subscriptions and digital event promotion purchased in the iOS app are processed by Apple.

2. Information before purchase

Before you confirm a ticket order, Locily must show the event, date/time, venue, organizer/seller, ticket type and included benefit, quantity, currency, face value, Locily service fee, total price and material restrictions. Review this information and any organizer-specific conditions. A purchase is complete only after server-side payment confirmation. A browser return page, bank reservation or screenshot is not a valid ticket.

3. Ticket delivery and QR credentials

A confirmed order creates a ticket linked to the purchasing Locily account and, where configured, a confirmation email. Each ticket has an opaque unique credential represented by a QR code. Do not share, duplicate or resell it outside an expressly supported transfer process. The first valid scan or server state controls admission. Refunded, disputed, revoked, already-used or invalid tickets can be rejected. The organizer remains responsible for entry operations and lawful accommodation.

4. Withdrawal, cancellation and refunds

Under Danish and EU consumer law, the general 14-day withdrawal right normally does not apply to leisure services, including event admission, supplied on a specific date or during a specific period. This does not remove rights arising from cancellation, non-performance, material changes, misleading information or other mandatory law.

• Cancelled event: the organizer must provide the remedy required by law and the displayed event terms. This will normally include refund of the ticket price; fee treatment depends on mandatory law and what was clearly disclosed.
• Postponed or materially changed event: eligibility depends on the nature of the change, organizer terms and mandatory rights. Locily or the organizer will communicate the available option.
• Buyer request: submit through the in-app ticket flow or support. Include order/event details, not card data. Host-policy refunds are not automatic.
• Used or transferred ticket: normally not refundable unless mandatory law requires it. Approved refunds revoke ticket access after provider confirmation.

Refund processing time depends on Stripe, the card issuer and the original payment method. Locily will not promise a shorter time than the provider can deliver.

5. Prices, fees and taxes

The total payable amount is displayed before confirmation. The organizer sets the ticket face value. Locily may charge the disclosed service fee. Organizers are responsible for their event taxes, invoices and legal pricing obligations; Locily is responsible for taxes on its own fees where applicable. Currency conversion or issuer charges not imposed by Locily may apply.

6. Organizer onboarding and settlement

Paid hosts must complete Stripe Connect identity, business, bank and compliance onboarding. Payment proceeds are held within the payment-provider flow, not in a general Locily bank balance for the host. Settlement normally becomes eligible no earlier than 48 hours after the event and only after event completion, payment confirmation and required verification. Actual bank arrival can take longer.

Locily may delay, reserve, offset or block settlement for cancellations, refunds, disputes, chargebacks, negative balances, suspected fraud, safety or legal review, missing verification, sanctions or provider restrictions. The organizer authorizes deduction of refunds, chargebacks, network costs and disclosed platform fees from available or future proceeds where lawful.

7. Disputes and chargebacks

Contact support before initiating a chargeback so the event and refund can be investigated. A chargeback may immediately suspend the ticket and corresponding organizer settlement. Fraudulent chargebacks, QR duplication or payment manipulation may lead to account restrictions and evidence being provided to Stripe, the issuer or authorities. This does not limit a legitimate right to dispute a payment.

8. Apple subscriptions and promotion

Company plans are auto-renewable subscriptions billed by Apple at the localized price and period shown in the App Store purchase sheet. Manage or cancel them in Apple Account subscription settings; deleting Locily does not cancel the subscription. Apple handles billing, statutory withdrawal/refund requests and purchase taxes under its terms. Verified refunds, revocations or charge reversals remove the related entitlement.

Standard Promotion and Live Boost are consumable digital services that begin for the selected event after Apple and Locily verify the transaction. They provide labelled priority exposure for the shown period but do not guarantee views, notifications, attendance or sales. If a verified purchase cannot be delivered due solely to a Locily technical failure, contact support with the Apple transaction reference so we can restore delivery or direct the refund process. Policy-violating or cancelled events are not entitled to continued promotion.

9. Imported event tickets

Locily Discovery may link to an organizer's own ticket site or state that tickets are available at the venue. In that case the purchase is not processed by Locily, these checkout terms do not govern the external transaction, and the external seller's identity, price, refund and privacy terms apply. Locily will clearly distinguish an external ticket link from a Locily ticket checkout.

10. Account deletion with financial activity

An account with an active subscription, unused ticket, open refund, dispute, host balance, pending payout, chargeback or legal hold may need to resolve or transfer that state before deletion completes. We may disable public access promptly while retaining the minimum financial and audit records required by law or dispute handling. Apple subscriptions must be cancelled separately.

11. Support and complaints

Contact info@locily.dk with the account email, event and order reference, but never a full card number or password. We will identify whether Locily, the organizer, Stripe or Apple handles the issue. Eligible Danish consumers may use Mæglingsteamet for Forbrugerklager / Forbrugerklagenævnet through naevneneshus.dk after first complaining to the responsible seller.