May 28, 2026
This policy explains how Crew handles paid event refunds, payment disputes, chargebacks, event cancellation, and payment-support requests. It applies to payments made through Crew. Payments or refunds handled outside Crew are not covered and may be unsafe.
Refunds depend on the event status, cancellation reason, event start time, payment capture status, Stripe records, platform review, and applicable law. Stripe records are the payment source of truth for payment status, refunds, disputes, chargebacks, transfers, and payouts.
Crew does not currently support partial refunds for paid event registrations. Eligible event refunds are processed as full refunds for the registration payment.
If a participant cancels a paid event registration more than 24 hours before the scheduled event start time, Crew may automatically process a full refund when the payment has already been captured. If the payment is only authorized and has not been captured, Crew may cancel or release the authorization instead of creating a refund.
If a participant cancels within 24 hours of the scheduled event start time, automatic refund does not apply. Crew may still review the case when required by law, when the organizer cancels or materially changes the event, when the event is not delivered, when there is a confirmed safety issue, fraud, payment error, duplicate charge, or other platform-policy reason.
Refunds are normally returned to the original payment method. Bank, card network, and payment provider timing may affect when funds appear after Crew or Stripe starts the refund.
If an organizer cancels an event, participants should be notified through the event page, app notification, or support flow as soon as possible. Crew may refund participant payments through the original payment method according to the event state, Stripe records, and platform rules.
Organizers must not ask participants to pay, settle, or receive refunds outside Crew. Crew may hold, reverse, recover, or offset organizer payouts when refunds, disputes, chargebacks, fraud, cancellation, or policy violations require it.
Organizers should clearly describe important event conditions before participants register, including price, location, date and time, route or venue, safety requirements, cancellation conditions, and refund conditions. Event-specific terms cannot override Crew policy, payment-integrity requirements, consumer protection law, safety obligations, or other applicable law.
For leisure, social, or event services scheduled for a specific date or period, the EU and UK statutory right to withdraw within 14 days may not apply in the same way as ordinary online goods or services. This does not affect statutory rights for cancelled events, non-delivery, material changes, misleading descriptions, fraud, unsafe activity, payment errors, or other rights that cannot be excluded by law.
When participants, organizers, payment providers, or the platform detect an issue, related funds may enter review, hold, refund, or dispute processes. Keep event descriptions, communication history, and proof of fulfillment for review.
If a card network dispute or chargeback is opened, Stripe records are the payment source of truth. Crew may withhold, reverse, or recover related organizer payouts when fraud, cancellation, policy violation, or payment-integrity issues are confirmed.
Event registrations, organizer payouts, and Crew subscription or premium features are separate payment flows. If Crew offers subscription or premium features, cancellation, renewal, tax, refund, and billing support will follow the subscription terms shown at purchase, Stripe or app-store billing records where applicable, and applicable platform rules.
Use the in-app support, report, or refund flow whenever possible so Crew can review the request with the relevant account, event, payment, and safety context. If you cannot access the app, contact Crew support from the website or the contact method shown in the store listing.
Need help? Contact support@crew-app.com.
