Refund and Cancellation Policy

At Rowvera, we value integrity, fairness, and personal service in every transaction.

As a minority owned and U.S. Navy veteran owned ticketing platform operated by One Family Media Group, LLC, we are committed to treating every customer and organizer with respect and clarity. This Refund and Cancellation Policy explains how refunds, exchanges, and cancellations are handled for all events and transactions conducted through Rowvera.

1. General Policy Overview

By purchasing a ticket through Rowvera, you agree to this Refund Policy in addition to our Terms and Conditions.

Because Rowvera provides a platform for independent event organizers and venues, refund availability depends on the event organizer’s specific policy.

Rowvera’s goal is to ensure fairness for both attendees and event organizers by promoting honest communication, timely assistance, and accountability in all refund matters.

2. Refund Eligibility

Refunds may be issued in the following circumstances:

A. Event Cancellation

If an event is canceled and not rescheduled, you are entitled to a full refund of the face value of the ticket.

Service and processing fees may also be refunded at the discretion of Rowvera or the event organizer.

B. Event Rescheduling

If an event is postponed or rescheduled, your original ticket remains valid for the new date.

If you cannot attend the rescheduled event, you may request a refund within the period specified by the organizer.

C. Duplicate or Unauthorized Transactions

If a technical error or unauthorized charge occurs, you may be eligible for a full refund upon verification.

Requests must be submitted within seven (7) business days of the transaction.

D. Organizer Approval

In cases not covered above, refunds may be issued only when explicitly authorized by the event organizer.

3. Non-Refundable Situations

Refunds are generally not available in the following situations:

  • You can no longer attend the event due to personal scheduling conflicts, travel issues, or illness (unless otherwise stated by the organizer).
  • You failed to attend the event (no-show).
  • Weather conditions or unforeseen circumstances beyond the organizer’s control, unless the event is officially canceled.
  • Dissatisfaction with the performance, venue conditions, or seating arrangements, unless they materially differ from what was advertised.
  • Unauthorized resale or transfer of tickets.

4. Refund Request Process

To request a refund:

  • Visit the Contact Form on the Rowvera website.
  • Include your full name, order number, event name, and reason for your request.
  • Our team or the event organizer will review the request.
  • Please allow 24 to 48 hours for acknowledgment and 5 to 10 business days for processing once approved.
  • Refunds will be issued to the original method of payment.

5. Event Organizer Responsibilities

Event organizers using Rowvera agree to:

  • Clearly state their refund and cancellation policy during event setup.
  • Honor all legitimate refund requests for canceled or significantly altered events.
  • Respond promptly to refund inquiries within 48 hours.
  • Avoid hidden fees or deceptive refund restrictions.
  • Rowvera reserves the right to intervene in disputes between customers and organizers when necessary to uphold fairness and compliance.

6. Partial Refunds and Adjustments

In certain cases, Rowvera may issue a partial refund if:

  • A portion of an event is canceled (such as a multi-day festival or multi-act performance).
  • The event experience was materially reduced due to technical or logistical errors.
  • The organizer approves a goodwill refund.
  • Partial refunds are evaluated on a case-by-case basis.

7. Service Fees

Service and transaction fees cover payment processing, support, and platform maintenance. These fees are non-refundable except when:

  • The event is fully canceled and Rowvera is reimbursed by the organizer.
  • A duplicate or unauthorized charge occurred.

8. Chargebacks and Disputes

If a chargeback is filed through your bank or credit card provider, Rowvera reserves the right to suspend your account until the matter is resolved.

We encourage customers to contact us first to resolve any issue quickly and amicably before initiating a chargeback.

9. Transfer or Exchange of Tickets

  • Tickets may be transferable only if permitted by the event organizer.
  • Rowvera may provide tools for ticket transfer or resale, but we are not responsible for losses due to third-party transactions outside our platform.
  • All ticket exchanges are final once confirmed.

10. Canceled or Postponed Events

  • If an event is canceled or postponed, Rowvera will make reasonable efforts to notify all affected customers via email or through the platform.
  • Organizers are responsible for updating event status and refund instructions promptly.
  • Customers are responsible for ensuring their contact information is accurate and up to date.

11. Refund Processing Timeline

  • Approved refunds are generally processed within 5 to 10 business days, depending on your payment provider.
  • Delays may occur due to banking policies, holidays, or third-party payment systems.
  • We will notify you once your refund has been issued.

12. Special Circumstances and Force Majeure

  • Rowvera and its partners are not responsible for delays or non-performance resulting from acts of nature, government restrictions, labor disputes, or other events beyond our control.
  • In such cases, refunds will follow the policies set by the event organizer.

13. Contact Us

  • If you have questions or concerns about a ticket purchase or refund, please contact us using the contact form on our website.
  • Our support team will respond within 24 to 48 hours of receiving your inquiry.

14. Commitment to Fairness

  • At Rowvera, we stand by the principles of honor, courage, and commitment. Every refund request is treated with honesty and empathy.
  • Our goal is not just to process payments but to build lasting trust with every customer, organizer, and partner.
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