Refund Policy

Otaly is an event registration and ticketing platform operated by OCTATIX EVENT MANAGEMENT L.L.C. We issue registrations and tickets on behalf of event organizers; the organizer runs the event, holds its permits and is the seller of paid tickets.

Paid tickets are charged on the organizer's own Stripe account, so refunds are paid by the organizer, from that account, to your original payment method. Otaly sends the refund instruction to that account on the organizer's behalf (automatically when an event is cancelled), notifies ticket holders and tracks every refund until it is paid.

A business day is Monday to Friday, except UAE public holidays.

• Every ticket holder gets a full refund of the ticket price and all fees, including any booking or service fee.
• This applies whatever the reason, including bad weather, events outside anyone's control, or Otaly removing an event that lacks a required permit.
• You do not need to ask. The refund is paid within 10 business days of the cancellation, to your original payment method.
• When an event is cancelled on Otaly, we cancel every registration and notify every ticket holder. For events in Dubai, the organizer must notify the Dubai Department of Economy and Tourism (DET) of the cancellation.

• When the organizer changes the date or time of an event on Otaly, we notify every ticket holder of the new date and time. For events in Dubai, the organizer must notify DET of the change and obtain any approval DET requires.
• Your ticket stays valid for the new date. If the event cannot go ahead, the organizer must cancel it, and section 3 applies.
• If you do not want to attend, or cannot, you can ask for a full refund of the ticket price and all fees at any time until the new start time. It is paid within 10 business days of your request.
• You have the same right if the event is substantially changed from what was advertised when you bought your ticket, for example if it moves to a different city.
• If the event takes place but is not delivered as advertised in a substantial way, you are entitled to a full refund of the ticket price and all fees. Tell us after the event; the refund is paid within 10 business days once the claim is confirmed.

• Every event that sells paid tickets shows the organizer's refund policy before you pay. The policy shown when you bought your ticket is the one that applies to it, even if the organizer changes it later.
• If no refund policy was shown to you before you paid, you can ask for a full refund at any time until the event starts.
• An organizer's policy can be more generous than this Refund Policy, but never less generous than sections 3 and 4 or UAE law.

You can cancel a free registration at any time before the event starts, from the event's page in the app. Cancelling frees your place for someone else.

Complimentary tickets are labelled "Complimentary", show no price and have no monetary value, so there is nothing to refund. They may not be sold or exchanged for money.

Unless UAE law requires a refund, none is due when:

• the event goes ahead as advertised and the organizer's refund policy does not allow a refund in your situation;
• you are refused entry or removed for breaking the law or the event's or venue's rules (for example age or ID requirements), or for arriving after entry has closed;
• your ticket was resold, copied, duplicated or altered, which makes it void.

• Who pays: the organizer, as the seller, from its own Stripe account.
• Where to: your original payment method. A refund is never replaced by a voucher or credit unless you choose that.
• How much: refunds under sections 3 and 4 include the ticket price and every fee you paid.
• How fast: within 10 business days, as set out above. Your bank may take a few more days to show the money in your account.
• Our part: Otaly sends the refund instruction to the organizer's Stripe account on the organizer's behalf, sends the notifications and tracks every refund until it is paid.

If an organizer does not pay a refund it owes, tell us at support@otaly.com. We will chase the organizer, may suspend its ticket sales and its account, and will give you what you need to pursue the refund: the organizer's details, your order reference and the refund status. You can also complain to DET's consumer protection service at consumerrights.ae or ask your card issuer for help. None of this affects any right you have under UAE law.

• Cancelled events: you do not need to ask.
• Postponed or rescheduled events, and refunds under the organizer's policy: cancel your ticket from the event's page in the app. Where a refund is due, it is sent to your original payment method. If you cannot do this in the app, email support@otaly.com with your order reference.
• Substantially changed events, events not delivered as advertised, and anything else: email support@otaly.com or use the contact form at otaly.com/contact, with your order reference. We pass your request to the organizer and follow it up.
• Card disputes: please contact us before you dispute a payment with your bank. It is usually faster. Disputes are handled by the organizer as the seller.

Paid plans, the Event Pass and add-ons are sold by OCTATIX EVENT MANAGEMENT L.L.C, and we pay their refunds through Stripe.

• You can cancel a paid plan at any time in the app. It stays active until the end of the period you have paid for and then does not renew.
• We do not refund the unused part of a period when you cancel yourself, except where the law requires it.
• You get a full refund of a charge made in error (for example a duplicate charge, or a renewal after your cancellation took effect), or for a paid feature we did not provide and could not fix within a reasonable time.
• If we close your plan for a reason other than a breach of our terms, or withdraw a paid feature you have paid for, we refund the unused part.
• An Event Pass can be refunded in full until you first use a feature it unlocks. After that, it is refunded only in the cases above.
• Approved refunds are paid to your original payment method within 10 business days. To ask for one, email support@otaly.com.

Use the contact form at otaly.com/contact, email support@otaly.com or call +971 50 740 1530. The contact form and email are open at all times. Every complaint gets a reference number: the contact form shows it as soon as you send your message, and for an email, call or letter we give it to you in our first reply. We acknowledge every complaint within 1 business day and aim to resolve it within 10 business days. If you are not satisfied with our answer, you can take your complaint to the consumer protection service of the Dubai Department of Economy and Tourism at consumerrights.ae. Full details are in our Terms of Service.

• Company: OCTATIX EVENT MANAGEMENT L.L.C
• Registered office: Office 101-390, Al Raffa, Bur Dubai, Dubai, United Arab Emirates
• Email: support@otaly.com
• Phone: +971 50 740 1530

Full details: Company details.