Every event on BOOK@ has its own refund policy, set by the organizer and shown on the event page before you buy. If the organizer cancels an event, we refund eligible amounts automatically. For all other requests, the organizer's published policy applies.
1. Who decides refunds
BOOK@ is a marketplace. The organizer of each event sets the refund and cancellation policy for that event. That policy is displayed on the event page before purchase. By completing a booking, you agree to the policy shown at the time of purchase. We facilitate refunds on the organizer's behalf, but we do not unilaterally override an organizer's published policy except in the cases listed in Section 2.
Please read the refund terms on the event page before you pay. If the page does not display a specific policy, the default rules in this document apply.
2. When BOOK@ refunds automatically
We will issue a refund without requiring the organizer's separate approval in the following cases:
- Event cancelled by the organizer. If the organizer cancels the event, the ticket price is refunded to the original card.
- Event date moved by more than 24 hours. If the start time of the event is rescheduled by more than 24 hours from the original time, you may request a full refund within 14 days of the change notification.
- Confirmed technical error attributable to BOOK@. Examples include a duplicate charge for the same booking, or a confirmed failure to deliver the QR code or booking confirmation that we cannot resolve.
3. Buyer-initiated refund requests
For all other situations, refund eligibility follows the organizer's policy for that specific event. To submit a request:
- Open the booking from your account on the booking details page and use the refund request option, or
- Contact us at info@bookat.net with the booking reference number, the email used at checkout, and a brief explanation of the reason.
We forward the request to the organizer for review. Approval, partial approval, or denial is recorded against the booking and you receive a notification with the outcome.
4. Refund timeline
Once a refund is approved, BOOK@ initiates the transaction within 3 business days. The time required for the funds to appear on your card depends on your issuing bank and is typically between 5 and 10 business days. We are not able to accelerate processing performed by the bank or by the card network.
5. Currency and exchange
Refunds are issued in the original transaction currency. The primary currency on BOOK@ is the Jordanian Dinar. If your card was charged in a different currency by your bank, the refund amount in your local currency may differ from the amount originally debited because of exchange-rate movements between the two dates. Foreign-exchange fees and conversion differences applied by your bank are not refunded by BOOK@.
6. Partial refunds
If an event is materially changed but not cancelled, for example a change of venue, a reduction in the published programme, or a significant change to the line-up, the organizer may offer a partial refund. The amount and the eligibility window are set by the organizer and communicated through the booking.
7. Non-refundable items
- Service fees and payment-processing fees, unless the event is fully cancelled by the organizer or by force majeure.
- Gift card codes once the code has been revealed to the recipient or redeemed against a booking.
- Tickets to events that have already started or ended at the time the request is received.
- Add-ons consumed at the venue, such as food and beverage credits that have been used.
8. Courses
Courses are sold by training centres on BOOK@. Each course has its own cancellation window, set by the training centre and shown on the course page. Where a course has already started, refunds are at the discretion of the training centre and are generally pro-rated against the sessions remaining.
9. Shop products
For physical products sold through the BOOK@ shop, cancellation before shipping qualifies for a full refund. After the order has shipped, the seller's return policy applies, and the buyer is responsible for return shipping unless the product was damaged or incorrectly supplied.
10. Gift cards
Unused gift cards may be refunded to the original buyer within 14 days of purchase, provided that the code has not been shared with the recipient. Once the code is revealed or redeemed, the gift card is treated as used and is non-refundable.
11. Chargebacks and disputes
If you believe a charge is incorrect, please contact us before filing a chargeback with your bank. Most disputes can be resolved directly and more quickly through our support team. Chargebacks filed without first contacting us, or repeated chargeback patterns that we determine to be abusive, may result in suspension of the account and cancellation of associated bookings.
12. Jurisdiction
This policy is governed by the laws of the Hashemite Kingdom of Jordan. Any dispute that cannot be resolved through our support process is subject to the competent courts of Amman.
13. Contact
For refund questions, write to info@bookat.net or call +962 79 2666603. Office address: Amman, Jordan. When you contact us about a refund, please include the booking reference number and the email address used at checkout so that we can locate the booking quickly.