Refund and Cancellation Policy

Last Updated: 29 August 2026

This Refund and Cancellation Policy governs the purchase, refund, and cancellation of live stream tickets purchased by viewers (‘Buyers’) on VASSUP.

VASSUP Technologies Private Limited, hereinafter referred to as VASSUP, is a company incorporated under the laws of India, having its Head Office at 11/5B Pusa Road, 2nd Floor, New Delhi, Delhi, 110005, India. VASSUP is an interactive platform that solely acts as an intermediary between Buyers and Creators/Hosts, enabling Buyers to experience audio and video content live-streamed by Creators/Hosts. VASSUP facilitates the sale of tickets on behalf of Creators/Hosts who independently produce, host, and perform their live stream content. VASSUP does not directly or indirectly produce, control, or guarantee any part of any live stream’s content. In this respect, VASSUP’s role is analogous to that of a ticketing platform for a live venue – the platform provides access to the online show, while the Creator/Host provides the experience of the online show.

VASSUP acts as an intermediary between the Buyer and the Creator/Host and processes ticket purchases that enable Buyers to experience the online shows. VASSUP provides information regarding upcoming online shows, the timing and duration of the shows, ticket prices and availability. VASSUP also provides information about the past streams conducted by the Creator/Host along with the reviews and ratings provided by the stream attendees of those streams.

VASSUP has made reasonable efforts to ensure that the information provided on the platform is accurate. However, VASSUP disclaims any liability for the quality, accuracy, or completeness of information relating to online shows posted on the platform. Information regarding the content and the Creator/Host is provided by the Creator/Host, and VASSUP has no role in creating or controlling such information. VASSUP acts only as an online marketplace and ticketing intermediary and disclaims liability arising from information provided by the Creator/Host regarding the content of an online show or the experience that a Buyer may have during an online show. VASSUP acts as an intermediary between the Creator/Host and the Buyer and provides the online platform through which the experience is delivered.

By purchasing a ticket on VASSUP, you agree to the following terms:

1. NATURE OF THE PRODUCT

The ticket purchased on VASSUP is a live stream ticket that enables the Buyer to experience online shows created, hosted, and performed exclusively by the Creator/Host. The Buyer is granted a limited, non-exclusive, non-transferable, non-sublicensable, time-bound, limited-capacity digital access pass that entitles the Buyer to attend a specific online live stream on a specific date and at a specific time.

Live stream tickets are:

  • Perishable: The ticket purchased by the Buyer grants access to a live event that takes place at a fixed time and for a specific duration. Once the scheduled time has passed, the ticket’s utility is fully consumed and cannot be ‘returned’ in any meaningful sense, similar to a concert ticket or a live show pass.
  • Experiential: The service delivered by the Creator/Host is a real-time, interactive, audio-visual experience. Attendees may also participate through optional features such as reactions and direct messages to the Host, as well as a “Raise Hand” feature which, if permitted by the Creator/Host, enables an attendee to speak with the Creator/Host in a conversation audible to the entire room. Unlike a physical product, an experiential service of this nature cannot be inspected before consumption or returned after delivery.
  • One-Ticket Policy: Each email address on VASSUP is linked to a single user account, and only one ticket per stream may be purchased per account. Duplicate purchases for the same stream are therefore not possible by design.
  • Experience: Interaction with the Host, whether direct or indirect, is not controlled by VASSUP and will be available only if the Creator/Host permits it. VASSUP has no role in enhancing the Buyer’s experience through live interaction with the Creator/Host, as such interaction is entirely within the Creator’s/Host’s control. The ticket does not guarantee that the Buyer will have an opportunity to interact with the Creator/Host. However, the Buyer may raise a hand and send messages to the Creator/Host to request permission from the Creator/Host to interact with them during the event.

This classification is consistent with the treatment of perishable, time-bound, and experiential goods and services, which recognise that certain categories of products – including perishable goods, event tickets, and digital services consumed at the point of delivery – are not amenable to standard return or cancellation frameworks.

2. GENERAL POLICY

Given the perishable and experiential nature of live stream tickets described in Section 1, all ticket sales on VASSUP are final, except in the circumstances expressly specified in Section 3 of this Policy.

Once a ticket has been purchased and confirmed by VASSUP, it cannot be cancelled, exchanged, or refunded at the Buyer’s request, except as expressly provided in this Policy. Specifically:

  • We do not issue refunds for a change of mind, scheduling conflicts, failure to attend the live stream at the scheduled time, network issues at the Buyer’s end, location-related issues, or any other reason attributable to the Buyer.
  • We do not issue refunds based on the Buyer’s subjective assessment of the quality or content of a live stream after attending it. VASSUP disclaims liability for the quality of the experience based on the content provided by the Creator/Host during the event.
  • We do not issue refunds for technical glitches that occur after more than 50% of the scheduled duration of the online event has been completed.
  • As this is an online experience platform, no refund will be issued unless more than 50% of the attendees experience the same technical glitch while joining or attending the online event.
  • We do not issue refunds if the Buyer disconnects from an ongoing event or chooses to leave the event before the completion of its scheduled duration.
  • VASSUP will initiate a refund only if the Creator/Host performs for less than 50% of the scheduled duration of the event. VASSUP endeavours to ensure that the Creator/Host performs for at least 80% of the scheduled duration. For example, if the promised duration of the show is 60 minutes, VASSUP endeavours to ensure that the Creator/Host performs for at least 48 minutes. However, the Buyer will be eligible for a refund only if the Creator/Host performs for less than 50% of the scheduled duration of the show.
  • We do not issue refunds if the Buyer is removed from the online live event by VASSUP or the Creator/Host because the Buyer has violated VASSUP’s policies or code of conduct or has engaged in illegal activities, including through messages or while interacting with the Creator/Host.
  • We do not issue refunds if the Buyer’s device or system is not compatible with the platform. Please refer to the Technical Requirements and Compatibility clauses in our Terms of Service.
  • We do not issue refunds if the Buyer deletes their VASSUP account after purchasing a ticket and before the scheduled online event has taken place.
  • We do not issue refunds if the event does not take place because of an act of God, war, disease, revolution, riot, civil commotion, strike, lockout, nationwide internet ban, satellite failure, man-made disaster, internet disruption at the Creator’s/Host’s location, or any other cause beyond the control of VASSUP or the Creator/Host, except as provided in Section 3.4 of this Policy.

3. REFUNDS

VASSUP will automatically initiate a full refund to the Buyer, including taxes, convenience fees, and any other charges applicable to the ticket, only under the following circumstances:

3.1 Cancellation by the Creator/Host

If the Creator/Host cancels the scheduled live stream before it begins, all ticket holders for that stream will receive a full refund, including taxes, convenience fees, and any other applicable charges. The refund will be initiated automatically by the platform, and no action is required from the Buyer. We will notify the Buyer by email, and details of the cancelled event will also be reflected on the platform.

3.2 Cancellation by the Platform

If VASSUP cancels a scheduled live stream for any reason, including a policy violation by the Creator/Host, safety concerns, or operational reasons, all ticket holders will receive a full automatic refund, including taxes, convenience fees, and any other applicable charges. No action is required from the Buyer. We will notify the Buyer by email, and details of the cancelled event will also be reflected on the platform. VASSUP reserves the right to cancel any event at any time, and the Buyer will be entitled to a full refund.

3.3 Platform-Wide Technical Failure

If a technical failure prevents the live stream from taking place or causes the stream to fail for more than 50% of the audience for a substantial part of the session, the Buyer will be eligible for a full refund.

Clarification: Partial or intermittent service degradation, such as brief audio or video interruptions that are resolved during the stream and do not prevent the stream from being substantially delivered, does not qualify for a refund. The 50% threshold is measured against the total scheduled duration of the stream as set by the Creator/Host at the time of listing.

3.4 Force Majeure

If an event cannot take place due to a force majeure event, VASSUP will make reasonable efforts to reschedule it. If the event cannot be rescheduled within a reasonable period, the Buyer will receive a full refund of the ticket price. VASSUP’s liability in such cases is limited to the ticket price and does not extend to any other costs.

3.5 Host Under-Performance

If the Creator/Host fails to perform for at least 50% of the scheduled duration of the event, including by abandoning the stream before it is substantially delivered, VASSUP will treat the stream as cancelled and the Buyer will receive an automatic full refund, including taxes, convenience fees, and any other applicable charges.

4. USER-SIDE TECHNICAL ISSUES

VASSUP ensures the delivery of high-quality video and audio feeds from its servers. However, VASSUP is not responsible for the Buyer’s local hardware, software, or network conditions.

No refunds will be issued if the Buyer is unable to join or view the stream because of a poor internet connection, insufficient bandwidth, an incompatible device or browser, local firewall or network restrictions, VPN interference, or any other issue originating on the Buyer’s end.

We strongly recommend that Buyers join the stream 5 (five) minutes before the scheduled event to ensure that their device and network are properly configured. VASSUP’s media architecture routes all video and audio through its servers and does not use peer-to-peer connections. Accordingly, stream quality depends on the Buyer’s connection to VASSUP’s infrastructure, rather than on connections to other users.

5. CONTENT AND CREATOR/HOST LIABILITY

As a marketplace intermediary, VASSUP merely provides the ticketing and delivery infrastructure for live streams and does not produce, curate, endorse, or guarantee the content delivered by Creators/Hosts during their streams.

VASSUP is not liable for refunds based on the Buyer’s dissatisfaction with the content, quality, duration, or nature of a Creator’s/Host’s live stream, provided that the stream was technically delivered as scheduled. This includes, but is not limited to, disagreements about the topics discussed, the Creator’s/Host’s presentation style, the level of audience/buyer interaction, or the perceived value of the session.

Buyers are advised to review a Creator’s/Host’s publicly available stream scores, reviews, and channel profile before purchasing a ticket. After attending a stream, Buyers may leave ratings and written reviews, which contribute to the Creator’s/Host’s publicly displayed stream score, and this information is publicly visible for everyone to see and assess the quality of a Creator/Host.

VASSUP disclaims any liability arising from the content of a show, any act or omission of the Creator/Host during a show, opinions expressed by the Creator/Host, observations made by the Creator/Host, disputes arising from the content of a show, inappropriate comments made by the Creator/Host, or religious or political disputes arising from the Creator’s/Host’s content. VASSUP merely acts as an intermediary and does not, directly or indirectly, expressly or impliedly, control the content of any online show. VASSUP, its directors, officers, employees, affiliates, agents, contractors, principals, or licensors shall not be responsible for disputes arising from the content of a show.

If a Buyer believes a Creator/Host has engaged in fraudulent, abusive, or misleading conduct, the Buyer may report the Creator/Host through the platform’s support page. VASSUP will investigate such reports and may take action against the Creator/Host, including suspension or removal from the platform. VASSUP reserves the right to terminate, suspend, limit or restrict a Creator/Host in such cases without prior notice.

6. REFUND PROCESSING AND TIMELINES

If you are eligible for a refund under the conditions outlined above:

  • Automatic Initiation: Where a stream is cancelled by the Creator/Host or by VASSUP, or where a qualifying platform-wide technical failure occurs, VASSUP will automatically initiate the full refund, including taxes, convenience fees, and any other applicable charges. No action is required from the Buyer.
  • Non-Automatic Initiation: You can raise a complaint with VASSUP if you feel you are eligible for a refund under this Policy. The complaint will be examined, and the refund will be initiated if you are found eligible.
  • Refund Method: Refunds will be credited to the original payment method, such as a credit card, debit card, UPI, or net banking account, used to purchase the ticket.
  • Timeline: The refunded amount may take five (5) to seven (7) business days to appear in your bank account or card statement, depending on your bank’s or payment provider’s processing times.
  • Non-Receipt of Refund: If an eligible refund has not appeared in your account within seven (7) business days from the date of cancellation, please contact our support team with your Transaction ID and registered email address. We will make reasonable efforts to ensure that the refund is processed at the earliest possible time.

7. FAILED TRANSACTIONS

If a payment is deducted from your account but the ticket booking fails, for example, because of a timeout or network fluctuation during the payment gateway redirect or for any other reason:

  1. VASSUP’s systems automatically detect and flag failed transactions. You do not need to prove the failure, as our records will reflect the discrepancy.
  2. A reversal request will be sent to your bank or payment provider within 24 hours of detecting the failure.
  3. The deducted amount will be refunded to your original payment method within five (5) to seven (7) business days.
  4. If the automatic reversal is not completed within seven (7) business days, please contact our support team with your Transaction ID and registered email address. We will escalate the matter with the payment gateway to process the refund.

8. CHARGEBACKS AND PAYMENT DISPUTES

VASSUP has a transparent refund process as outlined in this Policy. Buyers are encouraged to contact our support team to resolve any payment-related concerns before initiating a chargeback or dispute with their bank, card issuer, or digital payment provider.

VASSUP will cooperate with the relevant payment provider’s dispute resolution process and will provide transaction records, delivery confirmation (stream attendance logs), and other evidence, as applicable.

If a chargeback is found to be valid under the terms of this Policy, the Buyer’s refund will be processed within five (5) to seven (7) business days from the date of resolution.

If a Buyer initiates a chargeback or payment dispute with their bank or card issuer for a transaction that does not qualify for a refund under this Policy, VASSUP reserves the right to suspend the Buyer’s account until the dispute is fully resolved. During the suspension period, the Buyer will not be able to purchase tickets or access streams. VASSUP also reserves the right to recover from the Buyer any costs incurred in contesting the dispute.

9. INVOICING AND BILLING

Upon successful payment for a ticket, a payment confirmation email will be sent to the Buyer at the email address provided at the time of account creation. The purchase information may also be viewed through the Buyer’s dashboard under the ‘Billing’ section. The final billing document is issued only after the live stream has been completed (i.e., the service has been delivered):

  • For GST-registered Creators/Hosts, VASSUP issues a tax invoice on behalf of the Creator/Host to the Buyer after the event has been completed.
  • For non-GST-registered Creators/Hosts, VASSUP issues an invoice on behalf of the Creator/Host to the Buyer after the event has been completed.
  • A payment confirmation will be issued immediately after a successful payment transaction.

10. BUYER’S LIABILITY

You understand and acknowledge that VASSUP utilises third-party payment gateways for processing payments and you are responsible for providing accurate and authentic payment information. You represent and warrant that you have the right to use the payment instrument and the accuracy of the payment information you submit to the payment gateway. You agree and acknowledge that VASSUP shall not be liable or responsible for any losses, whether direct or indirect, incidental, or consequential, including, without limitation, any losses arising from financial fraud or scams involving your payment information. You are advised to protect your payment and account details from potential fraud or scams.

11. YOUR STATUTORY RIGHTS

Nothing in this Policy is intended to limit or exclude your statutory rights under applicable Indian law. This Policy is designed to operate within the framework of Indian law, recognising the specific nature of live stream tickets as perishable, time-bound, experiential digital goods.

If you believe that any aspect of this Policy conflicts with your statutory rights or if you wish to raise a grievance, you may contact our Grievance Officer.

12. CHANGES TO THIS POLICY

We reserve the right to modify this Policy from time to time to reflect changes in our practices, technology, legal requirements, or the evolving regulatory framework.

When we make changes to this Policy:

  • The “Last Updated” date at the top of the Policy page on our website will reflect the most recent version.
  • We advise you to read the Policy on our website from time to time and check the date mentioned at the top of the Policy page.
  • Your continued use of the platform after the “Last Updated” date constitutes your acceptance of the revised Policy.

13. CONTACT AND GRIEVANCE REDRESSAL

If you believe you have been charged in error, if an eligible refund has not appeared within the timelines stated above, or if you have any concerns about this Policy, please raise a support ticket through our Support Page.

If your query or complaint is not resolved to your satisfaction and requires escalation, you may contact the Grievance Officer using the details below:

Grievance Officer: Jyoti Chadha
Email:
Address: VASSUP Technologies Private Limited, 11/5B Pusa Road, 2nd Floor, New Delhi, Delhi, 110005, India

Please mention your Transaction ID and registered email address in all correspondence. We will acknowledge your query within 24 hours and aim to resolve it within 30 days.

If your grievance remains unresolved or you are not satisfied with the resolution, you may further escalate the matter to:

Name: Vikrant Chandel
Email:
Address: VASSUP Technologies Private Limited, 11/5B Pusa Road, 2nd Floor, New Delhi, Delhi, 110005, India

End of Refund and Cancellation Policy