This Policy covers service bookings, primary event-ticket purchases, provider and organizer proceeds, and Swarm and Infinity reward adjustments. It supplements the general Terms and applicable product terms. Mandatory law controls over any inconsistent policy, checkout label, cancellation condition, or “non-refundable” statement. A cancellation policy determines whether a buyer is entitled to a voluntary refund. A refund-request deadline is an ordinary support-processing deadline. A business reserve protects unsettled risk. A reward hold delays withdrawal. None is automatically a time limit on statutory rights, card-network disputes, or a valid later clawback.
Use the affected booking or order's support/refund flow, or email support@haptickk.com if the flow is unavailable. Include the transaction reference, issue, requested remedy, and relevant messages or evidence. Do not send full card numbers, passwords, or unnecessary medical information. Submit ordinary service-quality and voluntary event-refund requests by the deadline disclosed for the transaction. The applicable deadline and triggering event must be visible before purchase and in the order record. If it was missing, contradictory, inaccessible due to an error, or inapplicable to a later cancellation or non-delivery, contact support rather than assuming a remedy is barred. No support deadline limits a legally required refund, a later organizer cancellation, fraud or unauthorized-payment rights, a payment-network dispute right, or another nonwaivable remedy. We may investigate late voluntary requests case by case. We will not knowingly enforce an inaccurate deadline against a buyer.
The policy disclosed and accepted before purchase governs an ordinary buyer cancellation, reschedule, no-show, or change of preference. A business cannot add a new cancellation fee afterward. Deposits and preparation costs must be identified in advance; calling a payment a “deposit” does not alone make it non-refundable. For an ordinary buyer-requested refund, the refundable service or ticket portion is determined by that accepted policy. A customer service fee, ticket service fee, or ticket payment-processing fee may be retained only if its retention was clearly disclosed before purchase, the underlying facts qualify under that policy, and retention is lawful. Absent such a valid disclosure, a business cannot introduce fee retention for the first time when a refund is requested. An ordinary refund does not authorize an extra customer “refund handling” penalty. The business may be responsible for actual unrecoverable processor costs under its accepted business terms; those costs cannot be silently subtracted from a customer refund that is otherwise owed.
If a provider cancels or completely fails to deliver the booked service, refund the affected service amount paid, mandatory buyer fees, and refundable taxes. If an organizer cancels or completely fails to deliver the event, refund the affected ticket amount paid, all mandatory buyer fees, including the ticket payment-processing fee, and refundable taxes. If only part of a service, event, or promised benefit is materially undelivered, determine an appropriate partial or full remedy based on what was affected, the evidence, the accepted terms, and law. A wrongful admission denial, invalid ticket, material misdescription, or failed paid-ticket issuance is not treated as a mere buyer change of mind. For postponement or material date, location, or event changes, give clear notice and lawful options. A buyer cannot be forced to take credit or a replacement where a money refund is required. Indefinite postponement does not establish performance. Force majeure does not automatically eliminate refund rights for undelivered benefits. For business-caused non-delivery, the responsible provider or organizer bears actual unrecoverable processor costs attributable to it where lawful and supported by its accepted terms. Haptickk reverses refundable Haptickk fees and bears costs attributable to Haptickk's own error. Where responsibility is mixed or external, allocate only substantiated costs under applicable terms and law, not an automatic undisclosed 50/50 rule.
For duplicate captures, erroneous Platform charges, or Platform-caused failure, Haptickk will correct the error and refund amounts improperly charged, including affected mandatory fees and refundable taxes. Haptickk bears its own error-related costs rather than assigning them to an uninvolved provider, organizer, or promoter. Haptickk may offer a discretionary goodwill credit or refund, but such a choice is not automatically a business debt. An allocation to a business must have a valid contractual basis and supporting facts. Acceptance of goodwill does not waive statutory rights unless a separate lawful settlement expressly provides otherwise.
Refund the amount actually paid for the affected component, not the undiscounted list price that the buyer did not pay. Apply a partially refunded discount consistently across the affected items using the original transaction allocation. Taxes are adjusted as required by law and the actual taxable refund.
Service fees are originally calculated on the undiscounted Base Service Price. A later discount alone does not reduce those fees. A refund, however, can reverse a refundable fee: for a full provider-caused cancellation, refund the actual customer fee originally charged; for partial non-delivery, return the appropriate attributable fee portion. Provider and organizer platform fees are also reversed for fully refunded business-caused non-delivery, or proportionately for the affected principal in a partial non-delivery refund. They are not permanently earned merely because their original base was discount-independent. Voluntary-cancellation fee retention requires the valid disclosure described above. For voluntary cancellations with valid fee-retention terms, retain only the fees permitted by those terms. Do not levy another fixed service, ticket, or platform fee for processing the reversal. A partial refund is an adjustment to the original transaction, not automatically a new purchase. Refunds normally return to the original payment method. If that is impossible, use a lawful verified alternative; do not promise cash or credit to an unrelated person. Processing and bank-posting times vary. A cancelled authorization may disappear rather than appear as a separate credit; a captured payment normally requires a refund rather than cancellation of its authorization. There is no universal rule that a captured charge can be cancelled free of cost within 24 hours. Any estimated refund arrival is subject to payment-network and receiving-bank processing. We will provide a reference or status when reasonably available.
Providers and organizers remain liable for amounts properly attributable to them under their accepted terms, including affected proceeds already paid out, business-caused refund costs, supported disputed principal, and authorized actual dispute fees. A reserve is applied to the same obligation before collecting that amount again. Recovery may use an adjustment to affected unsettled proceeds, a transfer reversal, an authorized offset against that same business's available or future proceeds, and an itemized negative merchant balance or invoice. External account debits require a valid separate authorization and applicable notice. We do not debit another legal business or personal rewards account merely because it shares an owner or login. Reserve release and ordinary payout dates do not certify that a sale can never be challenged. Risk holds must remain proportionate, tied to supported exposure, subject to review, and released when no longer needed, unless another lawful restriction applies.
An open dispute may justify a hold on affected merchant funds and rewards. The business should provide accurate evidence within the notified deadline. Haptickk may act on a dispute where the business fails to respond, the evidence does not support contesting it, or law or network rules require action, but must not invent evidence or misrepresent an outcome. When a dispute is accepted or finally lost, recover the affected principal from the responsible business as permitted by its agreement. Pass through only the actual, unmarked-up processor or network dispute fee incurred for that transaction, with an itemized record. On a won dispute, Haptickk absorbs that fee unless the processor returns it. Processor refunds, reversals of fees, or later corrections are credited to the party that bore the corresponding charge. No final dispute-fee allocation is imposed merely because a dispute opened. Any precautionary hold must be distinguished from a final fee debit. Fees attributable to Haptickk's own error remain Haptickk's responsibility. A bank dispute and a Platform refund can overlap. Coordinate them to avoid a duplicate buyer reimbursement or duplicate merchant recovery. Do not require a buyer to surrender lawful dispute rights before processing a refund already owed.
Swarm and Infinity rewards are provisional and may be reversed for refunded or reversed eligible principal, finally lost disputes, fraud, duplicate grants, misattribution, or other established ineligibility under the original rules. Open disputes normally hold rewards pending outcome. A won dispute restores the appropriate status unless a separate valid issue remains. Store and use the original grant, base, discount allocation, rule version, and attributed transaction. A partial refund reverses only the corresponding earned amount under that rule; an excluded tax-only or fee-only refund does not create an eligible-principal reversal. Total principal reversals for a reward cannot exceed that original grant. For a reward already withdrawn, reduce remaining available shared rewards, then record any residual as a negative shared Swarm/Infinity balance. Apply future earnings from either program to the deficit before allowing a new withdrawal. Pending grants are first cancelled only to the extent they are themselves affected; eligible future grants can then offset the outstanding deficit when otherwise releasable. No automatic external-bank debit is authorized for a reward clawback. No unrelated reward is forfeited as a penalty for an ordinary reversal. Suspension or external collection is reserved for supported fraud, abuse, repeated evasion, or material unpaid debt after notice, review, and compliance with law. An ordinary refund deadline, a seven-day provider-reward hold, an event-reward hold, a ten-month Infinity earning period, a 30-day Swarm attribution window, payout, or closure does not impose a universal cutoff on valid later recovery. Applicable limitation periods and the accepted transaction terms continue to apply.
If an eligible ticket reverses before its Swarm reward is released, reverse the affected pending reward and reduce the corresponding organizer-funded reward allocation. Coordinate that credit with the buyer refund, so a reserve is not both returned as cash and counted again toward the same refund. If the reward was already released, record the promoter reversal and corresponding organizer expense adjustment with separate, linked ledger entries. A negative promoter balance is a receivable, not cash already recovered. The organizer statement must distinguish a recognized credit from cash available for payout. It must not claim a bank recovery that has not occurred. Every financial action must have a transaction reference and an idempotent recovery record. A processor transfer reversal, reserve debit, payout offset, manual invoice, and reward correction must be reconciled together. Recover each obligation once, credit each corresponding reimbursement once, and preserve an auditable history rather than deleting the original grant.
Provide an itemized record of the amount, basis, relevant transaction, and balance impact, subject to lawful privacy or security limits. A user may request review at support@haptickk.com and provide supporting evidence. Haptickk will investigate a credible error and correct verified inaccuracies; an internal decision does not extinguish statutory remedies. New dispute-fee pass-through, organizer campaign funding, shared-negative-rewards, and expanded collection terms apply prospectively to the relevant transactions or campaigns after effective acceptance. They do not create retroactive authorization to debit earlier transactions. Supported debts, refunds, tax corrections, lawful record retention, and rights intended to survive remain after account closure. Undisputed payable funds remain subject to lawful release and unclaimed-property rules, not automatic forfeiture. The general Terms govern dispute resolution and liability, including their mandatory-law exceptions. Contact support@haptickk.com for transaction help or legal@haptickk.com for legal notices. Haptick LLC, 1309 Coffeen Ave, STE 19854, Sheridan, Wyoming 82801.
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