Purchase policy

This Purchase policy applies when you buy or reserve a ticket through Festro. It is part of, and additional to, our Terms of service; if there is a conflict about a purchase, this policy governs that purchase. “Festro”, “we”, and “us” mean Festro Inc.; “you” means the person buying or holding the ticket.

When you buy a ticket, you are entering into a contract with the organizer of the event — the organizer runs the event and sets its terms. Festro provides the listing, the checkout, and (for paid tickets) the payment, and helps you and the organizer along the way. We are not the organizer and we do not run the event. The organizer's name is shown on the event page and at checkout, before you pay.

The price you see is the price you pay. The total shown at checkout includes the ticket price and any Festro service fee, in Canadian dollars (CAD). The only thing that may be added separately is applicable sales tax — GST and QST — which is shown before you confirm. Nothing else is added after you reach the total.

That total is final for that purchase once you complete it. We may set or adjust our service fee from time to time, but the fee that applies is always the one displayed before you complete each purchase, and a change never re-prices a ticket you have already bought. Some events are free: a free ticket has no ticket price and no Festro service fee.

Where Festro is the merchant for your card payment, “Festro” (or a Festro descriptor) may appear on your card or bank statement. For some events the organizer is the merchant and the organizer's descriptor may appear instead. Either way, the total you agreed to at checkout is what is charged.

Paid tickets are processed by our payment provider, Stripe, under Stripe's own terms. When you pay, you authorize the charge for the total shown. Festro does not store your full card number — Stripe handles the card data. If a payment is declined or cannot be completed, your reservation is not confirmed and no ticket is issued.

How we handle the personal information involved in a purchase is described in our Privacy policy.

Refunds are set by the organizer. Each organizer sets its own refund and exchange policy for its event, and that policy is shown to you on the event page and at checkout, before you pay. Read it before you buy — for many events, sales are final except where the law or the organizer's policy provides otherwise.

Some rights cannot be signed away. If an event is cancelled, or is materially different from what was advertised (for example a changed date or venue, or the event simply does not take place), you are entitled to a refund regardless of an organizer's “all sales final” wording, and any refund owed is paid to your original payment method. See section 5 for cancelled and postponed events.

When a paid ticket is refunded, the refund returns what you paid for that ticket to your original payment method. To request a refund or exchange under an organizer's policy, use the contact details on the event page or contact us at [email protected] and we will help route your request.

If an organizer cancels an event, you are refunded automatically — the full amount you paid, including any Festro service fee, is returned to your original payment method. You don't need to do anything to claim it. We aim to issue these refunds promptly and, in any case, within the time the law requires.

If an event is postponed, rescheduled, or moved, your ticket normally stays valid for the new date or location. Whether you can instead get a refund depends on the organizer's policy and on whether the change is a material one. We notify affected buyers of cancellations and significant changes by email or in the app.

For the full rules on cancellations, postponements, material changes, and how refunds are issued, see our Cancellation policy.

Tickets are delivered electronically — they appear in your Festro account and in a confirmation we send you. Each ticket carries a QR code that is your admission credential. To prevent copying, the code can rotate, and only the first valid scan is admitted — a screenshot, photo, or duplicate of a code that has already been scanned will be refused at the door.

You may be able to transfer or gift a ticket to someone else through Festro where the organizer allows it. When a ticket is transferred and accepted, a new QR code is issued to the recipient and the original code is voided, so only one valid ticket exists at a time. Any payment between you and the person you transfer to is arranged between yourselves and must not exceed the price you originally paid; Festro does not charge a fee to transfer a ticket. If you lose access to a ticket, contact us at [email protected].

A ticket is a revocable licence to attend, not property, and it has no cash value. Admission is subject to the organizer's and the venue's rules. You may be refused entry or asked to leave for unsafe or disorderly conduct, and entry may be subject to a search of your person or belongings, as the venue requires.

Many events — especially nightlife events where alcohol is served — have a minimum age and require valid government photo ID at the door. In Québec the legal drinking age is 18. If you cannot show the required ID or do not meet the minimum age, you may be refused entry, and a no-show for that reason is not refundable. Check the event's age and ID requirements before you buy.

Tickets are for real people buying for themselves and their guests. Events may set a limit on how many tickets one person or account can buy, shown at checkout. You agree not to exceed a published limit by using multiple accounts, false identities, or several cards, and not to use bots, scripts, or other automated means to buy tickets or to get around queues, access codes, or other controls.

If we reasonably believe an order breaks these rules — or is fraudulent or made for unauthorized commercial resale — we or the organizer may cancel it and refund it, with or without notice. Buying a ticket does not give you the right to resell it above the price you paid except where the law and the organizer allow.

Occasionally a price, a fee, or ticket availability may be wrong because of a human or technical error — for example a ticket shown at the wrong price, or released or sold before it was meant to be. Where an error is obvious, we or the organizer may cancel the affected order before the event and refund you in full what you paid, or offer you the ticket at the corrected price. We will not simply keep your money: if your order is cancelled for an error, you are made whole.

If something is wrong with a charge, please contact us first at [email protected] — we can usually resolve it faster than your bank, and nothing here takes away your right to dispute a charge with your card issuer when a refund is genuinely owed and has not been paid.

Disputing a charge for a ticket you validly received and used, or after you have already been refunded, is a form of fraud. If you do that, the related ticket may be voided and your access to Festro may be suspended, and we may share information about the dispute with the organizer and our payment provider to resolve it.

We handle the personal information involved in your purchase — your contact details, your tickets, and your payment record — as described in our Privacy policy, which also explains your rights and how to reach our Privacy Officer.

Questions about a purchase, a refund, or a ticket? Email [email protected]. For questions about the event itself, contact the organizer using the details on the event page. See also our Terms of service and Cancellation policy.