Refund & Cancellation Policy

How refunds work on Step

Every event on Step carries a refund policy that its organizer chose when creating the event: flexible, standard, strict, non-refundable, or a custom schedule. Each policy is a set of dates and percentages, for example a full refund until a week before the event and half after that. The policy is shown on the event page and at checkout, before you pay.

Refunds inside the policy are handled by the platform, not by goodwill. If your ticket qualifies at the moment you ask, you can claim the refund yourself, directly from the ticket in the app, without writing to anyone. The percentage you receive depends on how far ahead of the event you cancel, exactly as the policy stated when you bought.

Event ticket refunds

The mechanics:

• Self-service within the policy: when the policy grants a refund at the time you ask, your ticket in the app shows a refund option with the exact percentage and amount you'll get back. Confirm, and it's done.
• Back to your original payment method: refunds return to the card or account you paid with. How fast it lands depends on your bank, typically a few business days.
• Refunding cancels the ticket: once the refund is issued, the ticket is no longer valid. The app asks you to confirm because this can't be undone.

How we protect dancers

The protections are structural, built into how money moves on the platform:

• Cancelled events refund automatically: if an organizer cancels an event, every paid ticket is refunded without any action from you, whatever the event's normal refund policy said.
• Ticket money is held: sales proceeds are held while tickets sell and released to organizers only after the event, once its refund window has closed. Refunds are paid from held funds, not from someone's promise.
• Accountability: organizers who misrepresent events or try to work around refunds lose the ability to sell on Step, and pending payouts can be held to cover what's owed to dancers.

Private class cancellations

Private classes on Step are offered by talent booked at events, which keeps the instructor pool verified and the experience safe for everyone.

Cancellation terms for private classes are agreed between you and the instructor when you book. If a booking goes wrong, contact support and we'll help sort it out.

What to do if you have an issue

• Check your ticket first: if the event's policy allows a refund right now, the option is right on the ticket and takes seconds.
• Special situations: if something isn't working, or your case falls outside the policy, write to support with your ticket details and a human will look at it.
• Report bad actors: if an event was misrepresented or an organizer behaved fraudulently, tell us. Every report is investigated, and organizers who abuse the community are removed.

For organizers

If you sell tickets on Step, this is your side of the agreement:

• Choose your refund policy honestly, because it will be enforced as written. Buyers see it before they pay and can act on it themselves from their tickets.
• Cancelling your event refunds every paid ticket automatically and in full. This is not optional and does not depend on your normal policy.
• Your payout timing reflects your policy: funds are released after the event once the refund window closes, and organizers with a strong track record can unlock part of their sales earlier.

Attempting to circumvent refunds, misrepresenting events, or repeatedly cancelling will cost you the ability to sell on Step, and pending payouts can be held to cover refunds owed.

For complete details on payout methods, schedules, and payment processor policies, please review our Acceptable Use Policy. Acceptable Use Policy

Questions?

If you have questions about this policy or need help with an issue, reach out to us.

WeDance Support

support@wedance.world