Refund & Cancellation Policy

Scope

This policy applies to payments made to [Company legal name] (“TFC”, “we”, “us”, “our”), a company registered in Dubai, United Arab Emirates, trade licence number [Trade licence number], registered office [Registered address].

It covers:

• services we provide under a written proposal or agreement, such as Event Production & Management, Talent & Athlete Management or Hospitality & Experiences;
• tickets and experience packages sold directly by TFC for events we organise or deliver. We do not resell tickets for events organised by others.

It does not cover tickets bought through third-party ticketing platforms. Those tickets are governed by the platform’s own terms, and refund requests should be made to that platform.

This policy forms part of our Terms & Conditions. If a signed agreement sets out different cancellation or refund terms, the agreement prevails.

Nothing in this policy affects any rights you have under the consumer protection laws of the United Arab Emirates, or other rights that cannot be excluded by agreement.

Summary

The key rules at a glance. The sections below give the full detail.

Services under an agreement

Our services are provided under a written proposal or agreement that sets out the scope of work, the fees and the payment schedule. If that agreement contains cancellation terms, those terms apply.

If the agreement contains no cancellation terms:

• you may cancel at any time by written notice to us (email is enough);
• fees for work already performed up to the date of cancellation remain payable;
• third-party costs we have committed on your behalf up to that date, and cannot recover, remain payable;
• any amount you have paid above those sums is refunded to you.

If we cancel an agreed service, or cannot deliver it for reasons within our control, we refund in full any amount you have paid for work not performed. We do not charge you for third-party costs committed for that work.

On request, we provide a written breakdown of the work performed and the costs committed, so you can see how any refund was calculated.

Deposits

Some engagements require a deposit before we commit venues, suppliers or production resources. A deposit is non-refundable only where the agreement says so, for example once a venue has been booked, suppliers have been confirmed or production has started.

If the agreement does not say that a deposit is non-refundable, it is treated like any other payment under Services under an agreement.

Tickets and experience packages

This section applies to tickets and experience packages bought directly from TFC. Confirmations and e-tickets are sent to the email address given at purchase, normally within 24 hours of payment. If nothing arrives within 48 hours, please contact us.

Tickets and experience packages are non-refundable, except in the situations below or where the law requires otherwise.

A material change is a significant change to what was advertised, such as a change of city or of the main advertised performer or fixture. The 14-day period runs from the date we announce the postponement or change.

Tickets bought through a third-party ticketing platform are governed by that platform’s terms, even when TFC organises the event.

Duplicate or incorrect charges

If you are charged twice for the same payment, or charged an amount that differs from your invoice, booking confirmation or agreement, please tell us as soon as possible. Include the date and amount of each charge and your invoice or booking reference.

Once we have verified the error, we refund the duplicate or incorrect amount in full.

Third-party supplier bookings

We arrange travel and accommodation only as part of an event, talent or hospitality engagement agreed in writing. We do not sell standalone flights, hotel stays or holiday packages.

When we book venues, hotels, transport or other third-party services on a client’s behalf within such an engagement, the supplier’s own terms apply, including its cancellation and refund rules.

Where a supplier refunds us for a booking you have paid for, we pass that refund on to you. We cannot refund amounts that a supplier does not return.

How to request a refund

1. Request. Email us at [Email address] with your invoice or booking reference, the name on the booking or agreement, and the reason for your request.
2. Acknowledgement. We acknowledge your request within two business days of receiving it.
3. Decision. We give you a decision within seven business days of receiving your request. If we need more information, we will ask for it.
4. Refund. If your request is approved, we initiate the refund as described in How refunds are paid.

How we handle the personal data in your request is explained in our Privacy Policy.

How refunds are paid

• Refunds are paid to the original payment method only: the card used for a card payment, or the account that sent a bank transfer.
• Refunds are made in UAE dirhams (AED), the currency in which our prices are set.
• We initiate approved refunds within seven business days of approval.
• Your card issuer or bank may take a further 5 to 10 banking days to show the refund on your statement.
• We do not give cash refunds.
• Currency conversion or bank charges applied by your own bank are outside our control, so the amount you receive may differ slightly from the amount refunded.

Card payments, where offered, are processed by third-party licensed payment service providers. TFC does not store full card details.

Chargebacks and disputes

If you think a payment is wrong or you are unhappy with a service, please contact us first, before raising a chargeback or dispute with your bank or card issuer. Most issues can be resolved quickly by email.

This does not limit your right to contact your bank or card issuer. If a chargeback is raised, we may share the relevant agreement, invoice, booking details and correspondence with the payment service provider and your card issuer so the dispute can be assessed.

This policy is governed by the laws of the Emirate of Dubai and the applicable federal laws of the United Arab Emirates, as set out in our Terms & Conditions.

Force majeure

Circumstances outside our reasonable control, such as extreme weather, natural events, public health measures or action by the authorities, may lead to an event being postponed or cancelled. The rules in this policy then apply: a cancelled event is refunded in full, and a postponed event follows the rules for postponement in Tickets and experience packages.

For services under an agreement, any force majeure terms in the agreement apply first.

Changes to this policy

We may update this policy from time to time. The date at the top of this page shows when it was last changed. The version in force when you made a booking or signed an agreement applies to that booking or agreement, unless the law requires otherwise.

Contact

For refund requests or questions about this policy, please contact us.

You can also reach us through our contact page.