At De Montfort Students' Union (DSU), we strive to provide enjoyable and well-organized events for all attendees. However, we understand that unforeseen circumstances may arise. In line with UK consumer law, we have established the following refund policy:

Refund Eligibility

Refunds will only be granted for situations directly within the control of DSU, including:

- Event cancellation by DSU.

- Significant changes to the event date, time, or location that would prevent the ticket holder from attending.

- Major alterations to the advertised content of the event (such as a change of headline performer).

Refund Request Deadlines

Refunds must be requested no later than 48 hours before the event commences. Requests made after this time will not be considered, except in cases where the event was not delivered as advertised.

Refunds requested after the event has taken place will not be granted unless DSU failed to deliver the event as advertised (e.g., if key elements of the event were missing or misrepresented).

Non-Refundable Situations

Refunds will not be issued for situations outside of DSU's control, including:

- Personal reasons for non-attendance, including illness, travel difficulties, or change of plans.

- Adverse weather conditions unless the event is canceled by DSU.

- Government regulations or legal restrictions beyond DSU’s control (such as pandemic-related measures).

Up-to-Date Event Information

Accurate and up-to-date information about events, including timings, locations, and content, can be found on events.demontfortsu.com. All promotional materials and communications regarding events should refer to this website. DSU reserves the right to make changes to event details up until the event commences, in order to ensure the best possible experience for attendees.

Requesting a Refund

Refund requests must be submitted in writing to the DSU Events Team no later than 48 hours before the event start time. Refunds will be processed within 14 working days from the date of approval. Any requests received after this deadline will only be considered if the event did not meet the advertised details.

Transferable Tickets

If a refund is not granted, ticket holders are encouraged to transfer their tickets to others, where possible, subject to DSU terms and conditions. Event tickets can be transferred between users through their account on events.demontfortsu.com.

Consumer Rights

This policy operates in compliance with the Consumer Rights Act 2015, ensuring that ticket holders' statutory rights are protected. DSU will always endeavour to deliver events as advertised but reserves the right to make reasonable changes prior to the event’s commencement.

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