Force Majeure, Event Cancellation & Refund Policy

Module: Utsav Pass™
Document Type: Hybrid — Plain English + Legal Reinforcement
Trademark: Utsav Pass™ is a trademark of MyMahotsav Futuretech Ltd
Jurisdictions: Global (with jurisdictional addendums)
Version: 1.0
Effective Date: 24th February 2026

📋 PART A: PLAIN ENGLISH SUMMARY #

When Events Don’t Go As Planned #

Sometimes events are cancelled, postponed, or disrupted by circumstances beyond anyone’s control. This policy explains what happens in these situations—who is responsible, when you get refunds, and how Utsav Pass™ helps.

The Simple Truth #

• Organizers control cancellations: The event organizer decides whether to cancel, postpone, or modify an event. Utsav Pass™ facilitates but doesn’t make that decision.

• Force Majeure events: Things like natural disasters, pandemics, government orders, or extreme weather—situations no one can control.

• Your refund rights depend on: (1) The organizer’s cancellation policy, (2) Why the event was cancelled, and (3) Local consumer laws.

• We process refunds quickly: When organizers authorize refunds, we process them within 14 days.

• Travel and other costs: Neither organizers nor Utsav Pass™ are responsible for your travel, accommodation, or other incidental expenses.

• Communication is key: We’ll notify you by email about any changes. Check your spam folder!

⚖️ PART B: LEGAL TERMS AND CONDITIONS #

1. DEFINITIONS #

2. CANCELLATION HIERARCHY AND RESPONSIBILITY #

2.1 Who Decides? #

2.1.1 The Event Organizer has the sole and exclusive right to decide whether to:

• Cancel an event

• Postpone an event to a new date

• Modify an event (subject to material change provisions)

• Offer refunds, credits, or exchanges

2.1.2 Utsav Pass™ does not:

• Make decisions about event status

• Direct organizers whether to cancel or proceed

• Guarantee that events will occur as scheduled

2.1.3 Utsav Pass™ acts as a facilitator to:

• Communicate organizer decisions to ticket holders

• Process refunds when authorized by organizers

• Provide technical support for rescheduling

2.2 Communication Protocol #

2.2.1 When an Organizer decides to cancel or postpone an event, they must:

• Notify Utsav Pass™ through the Organizer Dashboard

• Provide clear instructions regarding refunds (full refund, partial refund, credit, etc.)

• Communicate the reason for cancellation (Force Majeure or other)

• Approve a communication to ticket holders (or authorize Utsav Pass™ to communicate)

2.2.2 Utsav Pass™ will then:

• Send email notifications to all ticket holders within [48] hours

• Update the event page with current status

• Process refunds as instructed

• Provide ongoing updates as information becomes available

3. REFUND ENTITLEMENT BY SCENARIO #

3.1 Event Cancellation by Organizer (Non-Force Majeure) #

Legal Basis: When an Organizer voluntarily cancels an event, they have failed to provide the service promised. Ticket holders are entitled to a refund of the ticket price under contract law and consumer protection statutes .

3.2 Event Postponement #

Legal Standard: For postponed events, ticket holders generally have the right to a refund if they cannot attend the rescheduled date . The period to request refund is typically 14-30 days from postponement announcement.

3.3 Material Change to Event #

Legal Standard: A material change is one that a reasonable ticket buyer would consider fundamental to their decision to purchase. When such changes occur, ticket holders must be given the option to refund .

3.4 Force Majeure Cancellation #

Legal Standard: Force Majeure events typically excuse performance without liability for damages . However:

• Ticket holders are generally entitled to a refund of the ticket price (as the service wasn’t provided)

• Some jurisdictions require refunds regardless of Force Majeure

• Organizers may offer credits instead of refunds, but this may be challenged where refunds are legally required

3.5 Partial Performance #

3.5.1 If an event occurs but:

• A key performer is absent (and not replaced comparably)

• Significant portions of the event are cancelled

• The experience is substantially diminished

3.5.2 Ticket holders may be entitled to partial refunds representing the diminished value. Such claims must be directed to the Organizer first.

4. Force Majeure: DETAILED PROVISIONS #

4.1 Definition of Force Majeure #

For purposes of this Policy, Force Majeure includes:

4.2 Effect of Force Majeure on Organizer Obligations #

4.2.1 If an Organizer is prevented from holding an event due to Force Majeure:

• The Organizer’s obligation to hold the event is suspended during the Force Majeure period

• If the Force Majeure event continues for more than [30] days, either party may treat the contract as frustrated

• The Organizer is not liable for any consequential damages (travel, accommodation, etc.)

4.2.2 The Organizer must:

• Notify Utsav Pass™ immediately of Force Majeure circumstances

• Provide reasonable documentation (government orders, official notices)

• Communicate with ticket holders about status

4.3 Frustration of Contract (UK Legal Concept) #

4.3.1 Under the Law Reform (Frustrated Contracts) Act 1943 (UK):

• If a contract is frustrated, money paid is recoverable

• Expenses incurred before frustration may be deducted

• Applies to many Force Majeure situations

4.3.2 Similar doctrines exist in other jurisdictions:

• India: Section 56 of the Indian Contract Act 1872 (impossibility of performance)

• US: Uniform Commercial Code § 2-615 (commercial impracticability)

• EU: Various civil code provisions on Force Majeure

4.4 Force Majeure and Refunds: Jurisdictional Variations #

5. REFUND PROCESS AND TIMELINES #

5.1 How Refunds Work #

5.1.1 When an Organizer authorizes refunds:

1. Organizer initiates refund request through dashboard

2. Utsav Pass™ verifies instructions and available funds

3. Refunds processed in batches to original payment methods

4. Ticket holders receive confirmation email

5. Funds appear in account within [3-10] business days (depending on bank)

5.1.2 Refunds are generally issued to the original payment method:

• Credit/debit card: credit to same card

• UPI: reverse to source account

• Net banking: credit to same account

• Digital wallet: credit to wallet balance

5.2 Timeline Standards #

5.2.1 Utsav Pass™ aims to process all authorized refunds within 14 calendar days, as required by many consumer protection laws .

5.3 Refunds When Organizer Funds Are Insufficient #

5.3.1 If an Organizer has insufficient funds in their Utsav Pass™ account to cover authorized refunds:

• Utsav Pass™ will invoice the Organizer for the shortfall

• Payment required within [7] days

• If unpaid, Utsav Pass™ may pursue collection

• In extreme cases, Utsav Pass™ may advance refunds and pursue Organizer (at its discretion)

5.3.2 Utsav Pass™ is not obligated to advance refunds from its own funds.

5.4 Refund Exceptions #

Refunds may be delayed or denied if:

• Ticket holder cannot be identified (insufficient information)

• Payment method is no longer valid (card expired, account closed)

• Organizer disputes refund obligation

• Fraud is suspected

• Legal proceedings prevent disbursement

6. ORGANIZER OBLIGATIONS UPON CANCELLATION #

6.1 Notice Requirements #

Upon cancellation, Organizer must provide:

• Clear statement that event is cancelled (not postponed)

• Reason for cancellation

• Refund instructions (full refund, partial, credit)

• Timeline for refunds

• Contact information for questions

6.2 Financial Responsibility #

6.2.1 Organizer remains responsible for:

• All refunds due to ticket holders

• Any chargebacks resulting from failure to refund

• Fees associated with refund processing (where applicable)

6.2.2 Utsav Pass™ may deduct refund amounts from:

• Current Organizer balance

• Future ticket sales

• Other events by same Organizer

• May pursue legal action for recovery

6.3 Insurance Requirements #

6.3.1 Organizers are strongly recommended to carry:

• Event cancellation insurance (covers financial loss if event cancelled for covered reasons)

• Public liability insurance (covers injuries/damages)

• Business interruption insurance (for ongoing operations)

6.3.2 Some events may be required to have insurance as a condition of platform approval (high-risk events, large capacity, etc.)

7. TICKET HOLDER RIGHTS AND OBLIGATIONS #

7.1 Your Rights #

As a ticket holder, you have the right to:

• Receive clear communication about event status

• Receive a refund when due under this policy

• Have refunds processed within reasonable timeframes

• Contact Organizer with questions

• Lodge complaints with consumer protection authorities if rights violated

7.2 Your Obligations #

As a ticket holder, you must:

• Provide accurate contact information

• Monitor your email for updates

• Respond to refund offers within stated deadlines

• Not demand refunds when not entitled

• Direct complaints to Organizer first

7.3 What You Are NOT Entitled To #

Neither Organizer nor Utsav Pass™ is liable for:

• Travel expenses (flights, trains, taxis)

• Accommodation costs (hotels, rentals)

• Incidental expenses (meals, parking, babysitters)

• Lost wages or business opportunities

• Emotional distress or disappointment

8. CHARGEBACKS AND DISPUTES #

8.1 Chargeback Rights #

8.1.1 If you believe you are entitled to a refund and have not received one, you may have the right to initiate a chargeback through your credit card company or bank.

8.1.2 Before initiating a chargeback:

• Contact the Organizer directly (first step)

• Contact Utsav Pass™ support

• Allow reasonable time for refund processing

8.1.3 Unjustified chargebacks (where refund was already issued or not due) may result in:

• Account restrictions

• Legal action for recovery

• Being blocked from future purchases

8.2 Dispute Resolution #

8.2.1 If you have a dispute regarding cancellation or refunds:

1. First: Contact Organizer directly (within 30 days)

2. Second: Contact Utsav Pass™ support (if unresolved)

3. Third: Consumer protection authorities (if rights violated)

4. Fourth: Legal action (as last resort)

8.2.2 Utsav Pass™ will facilitate communication but is not a decision-maker in disputes.

9. COMMUNICATION AND NOTICES #

9.1 All official communications about event status will be sent:

• By email to the address used for purchase

• Via SMS (if opted in)

• Through your Utsav Pass™ account

9.2 You are responsible for:

• Checking your email (including spam/junk folders)

• Keeping your contact information updated

• Reading communications promptly

9.3 Utsav Pass™ is not responsible for:

• Non-delivery due to incorrect contact information

• Failure to check communications

• Delays in reading important notices

🌍 PART C: JURISDICTION-SPECIFIC ADDENDUMS #

INDIA ADDENDUM #

Indian Contract Act, 1872 – Section 56:

“An agreement to do an act impossible in itself is void. A contract to do an act which, after the contract is made, becomes impossible or unlawful becomes void when the act becomes impossible or unlawful.”

Effect: When an event is impossible due to Force Majeure, the contract becomes void. Money paid must be refunded (Section 65).

Consumer Protection Act, 2019:

• Unfair trade practices include false promises and failure to provide service

• Refunds must be provided when service is not delivered

• Consumer Commissions have jurisdiction over disputes

COVID-19 Precedent: Indian courts have generally required refunds for events cancelled due to COVID, with some allowance for deductions if expenses incurred.

UK ADDENDUM #

Consumer Rights Act 2015:

• Services must be provided with reasonable care and skill

• If service not provided, consumer entitled to refund

Law Reform (Frustrated Contracts) Act 1943:

• Money paid recoverable if contract frustrated

• Expenses incurred may be deducted

Competition and Markets Authority Guidance:

• Refunds must be paid within 14 days

• Cannot impose compulsory credits without consumer consent

EU ADDENDUM #

Consumer Rights Directive 2011/83/EU:

• Right of withdrawal does NOT apply to tickets

• But if event cancelled, consumer entitled to refund

Package Travel Directive: If ticket includes travel/accommodation package, additional protections apply.

Country Variations: Some EU countries have specific event cancellation laws (e.g., France requires refunds within 30 days).

US ADDENDUM #

State-by-State Variation:

Federal Guidance: FTC advises that consumers should receive refunds for cancelled events.

📝 PART D: ENTERPRISE INTERNAL MANUAL #

For Utsav Pass™ Customer Support & Operations #

A. Refund Authorization Matrix #

B. Refund Processing SLA #

C. Force Majeure Verification Checklist #

When Organizer claims Force Majeure:

• Government order/notice (official document)

• Date of order relative to event date

• Geographic scope (does it apply to venue?)

• Insurance policy details (if applicable)

• Alternative options considered (postponement, virtual)

D. Communication Templates #

Cancellation Notice (Non-Force Majeure) :

Subject: Important: [Event Name] Has Been Cancelled

Dear Ticket Holder,

We regret to inform you that [Event Name], scheduled for [Date] at [Venue], has been cancelled by the organizer.

Refund Information:
• Full refund of ticket price: [Amount]
• Processing time: 5-10 business days
• Method: Original payment method

No further action is required. Refunds will be processed automatically.

If you have questions, please contact the organizer at [Organizer Email].

Thank you for your understanding.

— Utsav Pass™ Team