Preplex

PREPLEX ORGANIZER REFUND POLICY

Preplex Organizer Refund Policy Requirements

Last updated: 08/01/2025

As a marketplace for live experiences, Glenn Tech LLC DBA Preplex (“Preplex,” “we,” “us,” or “our”) recognizes the importance of providing clear purchase expectations that are fair to both event organizers and attendees using our platform. These Organizer Refund Policy Requirements outline the minimum refund policy standards for organizers of paid events and venue bookings (“Organizers,” “you,” or “your”) hosted through Preplex.

These requirements govern when we expect you to issue refunds and when Preplex may issue refunds on your behalf, regardless of your posted policy.

The rights and obligations set out in these requirements are in addition to and incorporated into our Terms of Service and Merchant Agreement. Capitalized terms not defined here have the meanings given in the Terms of Service or Merchant Agreement. If there is any conflict, the order of precedence is:

  1. Organizer Refund Policy Requirements

  2. Merchant Agreement

  3. Terms of Service

1. Refund Policies and Administration

1.1 Minimum Requirements

We understand that refund policies vary by event type and Organizer, but your posted policy must meet these minimum standards:

a. Clear Posting – Refund policies must be displayed on the applicable event or booking page.

b. No Refund Policies – “No refund” policies are allowed but must be clearly identified as such and must still comply with these minimum requirements, including the mandatory “Specified Refunds” in Section 1.2.

c. Specified Refunds – All policies, including “no refund” policies, must allow refunds in the circumstances described in Section 1.2.

d. Legal Compliance – Policies must comply with all applicable local, state, provincial, national, and international laws, as well as payment network and alternative payment framework requirements.

e. Instructions – Policies must include clear instructions on how, when, and where a refund request should be submitted.

f. No Retroactive Changes – Refund policies cannot be changed after purchase unless the changes are equal or better for affected attendees.

g. Response Time – Policies must state a maximum initial response time for refund requests, not to exceed five (5) business days.

h. Fair and Reasonable – Policies must be fair, reasonable, and not misleading.

If your policy is missing or does not meet these requirements, Preplex may (but is not obligated to) update it to comply. This may include updating the policy on your event page or applying changes when handling disputes, chargebacks, or refund requests.

1.2 Specified Refunds

(a) Mandatory Refunds by Organizer

Your policy must provide refunds in these situations:

  • The event or booking is canceled or not fully delivered.

  • The event is postponed and not rescheduled within 90 days of the original date.

These refunds must be initiated by you. If Preplex issues them on your behalf, we may use funds from your account (including from other events/bookings) or invoice you directly.

(b) Additional Mandatory Refunds Regardless of Policy

Regardless of your posted policy, you must respond within five (5) business days and issue refunds in these additional circumstances:

  • Failure to provide the advertised goods or services.

  • Significant difference between the event description at purchase and the actual event.

  • Failure to adequately plan for capacity, entry/exit, or safety, preventing attendee access or creating safety concerns.

  • Venue access issues preventing attendees from attending.

  • Refund requests that meet your posted policy terms.

If you do not initiate these refunds, Preplex may do so on your behalf and recover the funds from you.

(c) Refunds Initiated by Preplex at Our Discretion

We may, but are not obligated to, issue refunds on your behalf if:

  • You authorize the refunds.

  • You fail to respond to a refund request within five (5) business days.

  • We determine that the refund is required under your posted policy, applicable law, or payment network rules.

  • The event violates our Terms of Service, Community Guidelines, or Merchant Agreement.

  • The refund will prevent a likely chargeback loss.

  • No refund policy is posted and we deem a refund reasonable.

  • Orders are fraudulent, duplicate, or non-bona fide.

  • You have engaged in fraudulent or misleading conduct.

  • There is a substantial risk of non-performance for current or future events.

  • We determine that not refunding would expose Preplex to legal or financial risk.

You remain solely responsible for all refunds, and must reimburse Preplex for any refunds we process on your behalf.

2. No Insurance or Guarantee

These Organizer Refund Policy Requirements do not create a guarantee that Preplex will issue refunds in every situation. All determinations regarding refunds, including amounts and eligibility, will be made at Preplex’s sole discretion and are final and binding on both you and your attendees.

These requirements do not constitute an offer to insure or guarantee your performance as an Organizer. You remain fully responsible for fulfilling your obligations to attendees and customers.

Glenn Tech LLC DBA Preplex
870 Green St, Iselin, NJ 08830
Support: support@preplex.app