Refund Policy

1. Scope of This Policy

This Policy covers event ticket purchases, including ticket principal and the platform service fee charged on a ticket, host-related charges collected through ECLIPSE, Select subscriptions and other paid plans, and paid add-ons and packs sold by ECLIPSE. It does not cover purchases made outside ECLIPSE, payments sent directly to a host or another member outside our checkout, or amounts a member was warned not to send off-platform under the Community Guidelines.

All refunds under this Policy are returned to the original payment method unless the processor cannot do so, in which case we will contact the purchaser about a lawful alternative. Processing times depend on the payment processor and the issuing bank, and a refund confirmation from ECLIPSE means we have submitted the refund, not that the bank has finished posting it.

Test mode or promotional credits, where offered, are refunded as credits of the same kind and have no cash value except where we state otherwise in writing or the law requires otherwise.

2. Event Ticket Refunds and Fault

Host at fault. If the host is at fault, the guest is refunded everything, including the service fee, and the fee portion is charged to the host. Host fault includes a host cancelling an event, a host materially changing the event time, place, or nature in a way that prevents reasonable attendance, a host refusing entry to a guest who holds a valid ticket and has complied with stated event rules and verification requirements, a venue failure within the host control, and a listing that was materially inaccurate about what the ticket bought. In these cases the guest pays nothing for a ticket they could not use as sold, and ECLIPSE recovers the service fee portion from the host account, payout balance, or future payouts.

Platform at fault. If the platform is at fault, the guest receives a full refund and the platform absorbs the fee. Platform fault includes a duplicate charge by our system, a checkout error that created a ticket the guest did not intend to buy at the stated price, a platform outage or ticketing failure that prevented valid entry, an event removed by ECLIPSE in error, and any other failure that our records show was caused by ECLIPSE or our processor acting on our instructions. In these cases neither the guest nor the host bears the service fee. ECLIPSE absorbs it.

Where fault is shared or genuinely disputed on the records available, staff will decide allocation on the ticket record, communications inside ECLIPSE, check-in data, and host and guest statements, and will state the outcome in the ticket record. A guest or host may appeal a fault decision once, in writing to support@eclipselsapp.com, with any additional record that was not already considered.

3. Member Change of Plans

If a member changes their plans, cannot attend for a personal reason, or simply chooses not to go, and the request is made inside the refund window, the ticket principal is refunded in full and the service fee is retained. Inside the refund window in this Policy means at or before the refund deadline that applies to the ticket, which is by default 48 hours before event start, unless a different deadline was clearly shown on the event page and at checkout before payment.

The service fee retention for a change of plans is disclosed before payment. The checkout and event pages state the refund deadline, state that the ticket principal is refundable inside the window, and state that the service fee is not refundable for a change of plans. By completing payment after that disclosure, the purchaser accepts those terms for that ticket.

Requests made after the refund deadline for a personal change of plans are not refundable under this section, because the host has planned capacity, staffing, and costs around the sale. A host may voluntarily approve a late refund or a transfer where the event tools allow it, and staff may grant an exception for a documented emergency, but neither is guaranteed. Fault refunds under Section 2 are not limited by this deadline. If the host or the platform is at fault, Section 2 controls even after the window closes.

4. Attendance and Check-In

A guest who attended is never refunded, regardless of check-in state. If a guest entered and participated in an event, in whole or in material part, the ticket is treated as used and no refund is owed for that ticket, whether or not a door scan, code redemption, or other check-in step was correctly recorded. Check-in records are evidence, but they do not override the fact of attendance.

This rule prevents a guest from attending an event and then recovering the price through a missing scan, a shared code, or a later claim of non-attendance. If a guest attended only because the event as delivered was materially different from the event as sold, that claim is decided as a host fault question under Section 2 on its facts, and the guest should report it promptly with specifics, rather than relying on check-in state.

A guest who was marked checked in but states they did not attend may request a review. Staff will examine door records, code use, messages, and host records, and if the records show the check-in was an error and the guest did not in fact attend, the ticket will be treated under the section that fits the reason for non-attendance.

5. Subscription Refunds

Select subscriptions and other paid plans are generally non-refundable for time already elapsed, because access is delivered continuously during the period. If ECLIPSE charges a subscription in error, duplicates a charge, charges an account while it was paused in violation of the billing freeze, or fails to provide the paid service for a material period because of a platform failure, we will refund the affected charge in full or, where only part of a period was affected, refund or credit that part proportionately, at the member choice where we offer one.

Cancellation stops renewal. It does not retroactively refund the current period, delete the account, or erase billing records. If a member schedules deletion during a paid period, unused time after permanent deletion is not refunded except where Section 2 of this Policy, a platform error, or the law requires a refund, and that consequence is stated in the deletion confirmation before the member confirms.

Founding rate refunds follow the same rules as other subscription refunds. A refund does not by itself end founding status. Founding status ends only on account deletion, as stated in the Terms of Service, or on closure for a serious violation.

One-time add-ons and packs, such as video minute packs and intro clip add-ons, are refunded if they were charged in error, duplicated, or never delivered because of a platform failure. Delivered packs that have been substantially used are not refundable for a change of mind, except as required by law. Purchased video minute packs never expire, so the passage of a subscription period is not a ground for treating an unused pack as lost.

6. Pause and Billing Freeze

No charges while paused. While an account is paused, subscription billing is frozen, no renewal charge is taken, and the subscription clock does not run, as stated in the Terms of Service. A charge taken during a pause in error will be refunded in full under Section 5, and the pause period will still be credited so the member does not lose paid time.

Pausing is not a refund event. Time purchased before a pause is preserved and resumes after the pause, with the period end shifted by the exact pause length. Because the time is preserved rather than lost, a member is not owed a refund merely for choosing to pause.

Event tickets already purchased before a pause remain governed by the event refund rules in this Policy. Pausing an account does not extend an event refund deadline, cancel a ticket, or change fault allocation for an event.

7. Chargebacks and Payment Disputes

If you believe a charge is wrong, contact support@eclipselsapp.com first. Most billing errors, duplicate charges, pause freeze errors, and fault refunds can be resolved faster through support than through a bank dispute, and a refund issued by ECLIPSE will be visible in your billing history.

Chargeback handling summary. When a payment network or bank notifies us of a chargeback, we record the dispute, review the underlying ticket, subscription, or host record, and respond with the records that apply, which may include checkout disclosures, refund policy acceptance, attendance and check-in records, pause and billing logs, and communications inside ECLIPSE. While a charge is under dispute, related payouts may be held and related balances may be adjusted, as described in the Host Terms for host-connected charges.

For event tickets, chargeback allocation follows the Host Terms. Event chargebacks debit the host, platform-error and subscription chargebacks are the platform responsibility, and chargebacks on tickets where the guest is verified as having attended are held for staff review before any allocation is finalized. A member who files a chargeback for a ticket they attended, or after receiving a refund for the same charge, may be restricted or closed, and a host or member remains responsible for amounts that a payment network finally debits because of their fault or misrepresentation.

A chargeback does not create a second refund. If a bank reverses a charge that ECLIPSE has already refunded, we may recover the duplicate amount from the related account balance or payout, or invoice the responsible party, to the extent permitted by law and the payment network rules.