Cancellation and Refund Policy

1. Scope and Governing Law

This Policy applies to all purchases on xesnorix.com. It is governed by the Law of Ukraine 'On Electronic Commerce' dated 03.09.2015 No. 675-VIII and the Law of Ukraine 'On Consumer Protection' dated 10.06.2023 No. 3153-IX.

2. Cancellation Windows

• More than 14 days before the event: full refund.
• 7–14 days before the event: 50% refund.
• Less than 7 days before the event: no refund.

3. Refunds

Refunds are issued to the original payment method within 14 calendar days of approving your cancellation request, excluding payment processing fees.

4. Changes

You may change your order (date, departure time, or route) up to 7 days before the event, subject to availability and a 10% change fee.

5. No-Show Rules

If you do not attend without prior cancellation, no refund will be provided. The seat is considered used.

6. Force Majeure (Festival Cancellation)

If the event is cancelled due to force majeure (including natural disasters, government restrictions, or festival cancellation by organizers), we will offer a full refund or a credit note, at your choice. We will notify you within 7 days.

7. Processing Timelines

Cancellation requests are reviewed within 3 business days. Refunds are processed within 14 calendar days after approval. Bank posting may take additional time.

8. Dispute Resolution

Consumers may seek redress through courts or the State Service of Ukraine for Food Safety and Consumer Protection (DPSS).