Refund & Cancellation Policy
This policy explains how cancellations and refunds work in PLANORA today. Each accepted agreement and each event with an admission fee also shows its own refund terms before you commit or pay, and those terms apply together with this policy.
1. Who decides refunds
For a booking, the accepted agreement between the CLIENT and the selected Organizer sets the price, deposit, payment schedule and cancellation terms. For an event that charges admission, the Organizer sets the cancellation deadline and refund rule shown before payment. PLANORA records every request, decision, amount and reference so that both sides can see them. A refund request is not the same as money returned: PLANORA shows a refund as completed only when it is recorded as processed.
2. CLIENT bookings
- You can withdraw an event brief, or decline before awarding a proposal, at no cost.
- Once a booking is confirmed, cancellation and refund follow the terms in the accepted agreement. Changes to the agreement need an amendment that both of you accept; the original agreement and its payments stay on record.
- Refunds are arranged with your Organizer. Because you paid the Organizer directly, the Organizer sends any refund and its reference is recorded on your booking, where you can see it.
- Earlier "Book your event" one-payment orders keep the terms that applied when they were paid. If a date became unavailable, the Organizer (or a PLANORA administrator) moves the booking to another free day or records the refund sent outside PLANORA with its reference.
- [Business rule required: standard booking cancellation periods, non-refundable deposits, and supplier costs already incurred]
3. Participant admission fees
Most events are free and need no payment. When an event charges admission, the event shows one of these refund rules before payment:
| Refund rule shown on the event | What it means |
|---|---|
| No refund | The admission fee is not refundable under the event's own policy, except where the law requires a refund (see section 7) or the event is cancelled (section 4). |
| Full refund before the deadline | Cancel before the event's cancellation deadline to receive the full amount paid. |
| Partial refund before the deadline | Cancel before the deadline to receive the percentage shown on the event. |
| Organizer review | The Organizer reviews each request under the notes shown on the event. |
Participants have no account, so refund requests go to the event's Organizer (or to PLANORA support, below). PLANORA does not accept new payment proofs after an event closes or after a registration is cancelled, and a payment never reopens admission. Contact the Organizer about any transfer you sent after that point.
4. If an event is cancelled or changed
[Business rule and legal review required: refunds when an Organizer cancels or materially changes an event (date, venue, main program), and the time limit for paying them]
5. How refunds are paid
- PLANORA does not hold payments, so it does not send refunds. All payments are manual transfers to the Organizer (GCash, MariBank or GoTyme), and the Organizer refunds them using the method recorded on the refund.
- Every processed refund gets a receipt number in PLANORA; the original receipt is kept and the refund is added as a separate record.
- [Business rule required: refund processing time, and whether bank or e-wallet transfer fees are deducted]
6. Platform rules still to be set
The operator still has to decide: whether PLANORA itself charges any fee and whether that fee is refundable; who pays refunds when the Organizer cannot be reached; and the final dispute path between Organizers and CLIENTs. These decisions depend on PLANORA's marketplace role in the Terms of Use.
7. Your consumer rights
Nothing in this policy or in any agreement or event policy removes rights you have under Philippine law, including the Consumer Act of the Philippines (RA 7394) and the Internet Transactions Act of 2023 (RA 11967). A "no refund" rule does not apply where the law gives you a refund or another remedy.
8. Questions and complaints
First contact the Organizer: CLIENT accounts through PLANORA messages, participants through the event Organizer who sent their pass. If the issue is not resolved, contact PLANORA support at planoraeventguard360.aurora@gmail.com. You may also contact the Department of Trade and Industry.
Version history
| Version | Date | What changed |
|---|---|---|
| 2026-10-v2 | October 23, 2026 | Factual scope revision: three account roles (Admin, Organizer, CLIENT); event participants use individual pass links without accounts; suppliers are business records managed by Organizers; no PLANORA mobile app; supervised QR Entry/Exit replaces RFID; device GPS and app location sharing are not collected; the NORA assistant is switched off. Payments are manual only: payers send GCash, MariBank or GoTyme transfers directly to the Organizer and upload proof, a payment counts after the Organizer verifies it, and PLANORA records the evidence but does not hold or transfer money; no online payment processor receives data. No new fee, refund entitlement, retention period or data-sharing purpose was added. |
| 2026-07-v1 | October 7, 2026 (draft) | First published set: five roles (Admin, Organizer, Guest/Client, Supplier, Attendee), web and Android app, QR and RFID attendance. |
When a new version is published, signed-in CLIENT accounts are asked to review and accept it before continuing. Each acceptance is stored with its own version, date and time.