Refund and Cancellation Policy

Effective date: June 10, 2026 Version: 1.0.0

The Brazilian Portuguese (pt-BR) version is the authoritative legal text. This English translation is provided for convenience; in the event of any conflict, the Portuguese version prevails.

This Refund and Cancellation Policy ("Policy") sets out the rules for order cancellation and refunds applicable to purchases of Tickets and Products made on the nottepass platform. It forms part of and supplements the Terms of Use and must be read together with them; capitalized terms used here have the meaning given in the Terms of Use.

The platform is operated by nottepass Tecnologia Ltda., enrolled under CNPJ No. 51.890.784/0001-01.

1. nottepass acts as an intermediary — who refunds

nottepass is neither the organizer of the Events nor the supplier of the Products. nottepass provides the technological sales infrastructure and acts as a facilitator of payment processing through a partner gateway. The sales proceeds belong to the Organizer, to whom they are transferred, net of the Service fee.

As a result:

• The obligation to refund arising from cancellation, postponement, change, or frustration of the Event is the responsibility of the Organizer, who holds the funds. nottepass merely operationalizes the chargeback/refund through the payment gateway, in the applicable cases and to the extent of the funds available for that purpose;
• nottepass does not guarantee, advance, or subrogate the Organizer's funds. If the Organizer has already withdrawn the corresponding amounts, the refund depends on the Organizer reinstating those funds, without creating any financial obligation for nottepass beyond the Service fee it has actually received;
• Complaints about the holding, quality, or frustration of the Event or the Products must be addressed directly to the Organizer.

2. Right of withdrawal (Art. 49 of the CDC)

The Brazilian Consumer Protection Code (Law No. 8,078/1990, Art. 49) and Decree No. 7,962/2013 grant the Buyer the right of withdrawal within 7 (seven) calendar days, counted from the date of purchase, provided that the following requirements are cumulatively met:

• The purchase was made outside the business premises (online purchase);
• The Event has not yet taken place at the time of the request;
• The Ticket or Product has not yet been used, validated, or redeemed (QR Code not scanned);
• The purchase is not subject to the exception in Clause 3 (48-hour window).

Where withdrawal is validly exercised, the refund is full, including the Service fee, subject to the calculation basis in Clause 5, through the same payment method used in the purchase.

3. Exception: purchases made less than 48 hours before the Event

The right of withdrawal set out in Clause 2 does not apply to purchases made less than 48 (forty-eight) hours before the Event's start time.

This limitation arises from the imminent enjoyment of the service: within this window, the Ticket or Product is intended for immediate use, so that exercising withdrawal would defeat the purpose of the contract and make it impossible to put the Ticket back on sale. The rule follows the approach adopted for travel and tourism services with a set date, in which the right of cancellation is conditioned upon a minimum lead time relative to performance (as in ANAC Resolution No. 400/2016).

Likewise, after the Event has started there is no right of withdrawal or refund, even if the Buyer did not attend.

4. To whom and how the refund is returned

The refund, when due, is processed solely in favor of the account holder who made the purchase and through the same payment method and the same source as the original transaction. There is no refund in cash, to a third party's account, or by any means other than the one used in the purchase.

• The holder of the QR Code who is not the Buyer has no right to a refund. nottepass recognizes as its counterparty solely the account that placed and paid for the order;
• Tickets or Products transferred, donated, or resold to third parties, whether on or off the platform, do not give the acquirer any right to a refund vis-à-vis nottepass. In accordance with the Terms of Use, the original Buyer remains nottepass's sole counterparty, and any dispute over the acquisition is settled between the acquirer and the person who transferred it.

5. Refund calculation basis and coupons

The refund is based on the amount actually paid by the Buyer for the order, and not on the full (list) price of the Ticket or Product.

• Discounts applied to the purchase — such as coupons, promotions, or credits — are not converted into cash and do not form part of the calculation basis for the refund. Therefore, where a purchase is paid for with a discount coupon, the refund corresponds only to the amount disbursed, already net of the discount;
• Under no circumstances will the refund exceed the amount actually paid by the Buyer;
• In the full refunds provided for in this Policy (timely withdrawal, Event cancellation, and substantial change), "full" means the entirety of the amount paid by the Buyer, subject to this rule.

6. Manually issued Tickets and Products

Tickets and Products issued manually by the Organizer or its Staff — such as complimentary tickets, barter/exchange, external sales, or payments received outside the platform — do not pass through nottepass's financial system and therefore do not give rise to any right to a refund from nottepass.

In such cases there is no amount processed by the platform and no consumer relationship between nottepass and the acquirer. Any settlement, return, or refund relating to these Tickets and Products is the sole responsibility of the Organizer and must be handled directly with the Organizer.

7. Products tied to the Event and redemption deadline

Products (beverages, food, combos, vouchers, merchandising, and the like) are tied to the specific Event for which they were purchased and are valid only for it.

• Products not used, redeemed, or consumed during the Event do not give rise to any refund, credit, or compensation;
• The Product may not be used at another Event, even one held by the same Organizer, nor be converted into balance, credit, or a new Product;
• Once the Event ends or the redemption deadline set by the Organizer expires, the unused Product loses its validity, with no right to a refund.

8. Event cancellation by the Organizer

If the Organizer cancels the Event:

• A full refund of the amount paid for the Ticket or Product is due, including the Service fee, subject to the calculation basis in Clause 5;
• The refund is made through the same payment method used, processed in accordance with the payment gateway's timelines and the Organizer's reinstatement of the funds;
• nottepass will notify affected Buyers by email and operationalize the applicable refunds.

9. Postponement or substantial change of the Event

In the event of postponement or a substantial change to the Event (change of date, venue, or main attraction):

• The Ticket or Product remains valid for the new date or condition;
• A Buyer who is unable or unwilling to attend the new date is entitled to a full refund, upon request made within 7 (seven) days of the official notice of the change.

10. Voluntary cancellation after the withdrawal period

Once the withdrawal period in Clause 2 has elapsed, voluntary cancellation by the Buyer and the corresponding refund are at the Organizer's discretion, in accordance with the specific Event policy stated on the sales page.

nottepass has no authority to grant refunds outside the legal grounds or the policy defined by the Organizer. In such voluntary cancellations, the Service fee is non-refundable, unless expressly decided otherwise by the Organizer or ordered by a court.

11. Cases not eligible for refund

There is no right to a refund, except for the legal grounds expressly set out in this Policy, in the following cases:

• Tickets or Products whose QR Code has already been validated, used, or redeemed (check-in confirmed or Product delivered);
• Products not used during the Event or after the redemption deadline (Clause 7);
• Requests submitted after the Event has taken place;
• Purchases made within the 48-hour window before the Event's start (Clause 3);
• No-show due to the Buyer's personal circumstances, after the withdrawal period, unless a more permissive Organizer policy applies;
• Tickets or Products canceled due to confirmed fraud — in which case the Ticket is canceled without a refund and the matter may be referred to the competent authorities;
• Tickets or Products transferred or resold in breach of the Terms of Use;
• Manually issued Tickets and Products (Clause 6).

12. Service fee

The Service fee charged by nottepass remunerates the use of the platform and is displayed prominently and transparently before any purchase is completed.

• It is refunded in the cases of: withdrawal exercised within the legal period (Clause 2), Event cancellation by the Organizer (Clause 8), and substantial change of the Event (Clause 9);
• It is not refunded upon voluntary cancellation by the Buyer after the withdrawal period, unless expressly decided otherwise by the Organizer or ordered by a court.

13. Refund timelines

nottepass undertakes only the platform timelines (sending the refund order to the gateway). The timelines of the bank, the card operator, and the gateway are external and cannot be controlled by nottepass.

14. Chargeback

In the event of a dispute with the card operator (chargeback):

• The order's QR Codes are automatically invalidated when the chargeback is confirmed;
• Access to the Event and redemption of Products will be denied, even if the Ticket or Product remains displayed in the account;
• nottepass cooperates with the operator by providing evidence of the transaction;
• Filing an improper chargeback — where access to the Event or the Product has already been enjoyed — constitutes unjust enrichment and may lead to suspension of the account and the regressive recovery of the corresponding amounts and costs, without prejudice to applicable legal measures.

15. Partial refund

In exceptional situations — for example, a combo in which only part of the items is canceled, or a multi-date Event in which only one date is affected — the refund may be partial, calculated proportionally to the item actually affected and subject to the calculation basis in Clause 5.

16. How to request a refund

Every refund request is made exclusively through the Support Center, providing the order number and the reason for the request. There is no refund button on the platform: each order undergoes prior review against the grounds in this Policy before any refund.

Open the Support Center

The response time for requests is up to 24 hours. Once a request is approved, the refund follows the timelines in Clause 13. The request must come from the account holder who made the purchase (Clause 4).

17. Limitation of liability

Without prejudice to the guarantees afforded by the Consumer Protection Code, nottepass's liability is limited to the technological intermediation and payment processing services actually provided. nottepass is not liable for:

• Cancellation, postponement, change, or frustration of the Event, which are the Organizer's responsibility;
• Insufficiency or unavailability of the Organizer's funds to meet refunds;
• Acts of God, force majeure, or unavailability of third-party services (gateway, bank, email, infrastructure);
• Conduct of the Organizer or other users.

Where nottepass's liability is established, and save for the legal guarantees of the Consumer Protection Code, it shall be limited to the amount of the Service fee actually received by nottepass on the transaction that gave rise to the damage.

18. Processing of personal data (LGPD)

To review and process a refund request, nottepass processes the order and payment data strictly necessary for that purpose, in compliance with Law No. 13,709/2018 (LGPD) and the Privacy Policy. Sensitive payment data (such as the card number) is tokenized at the gateway and is not accessed by nottepass in its full form.

19. Consumer protection bodies

If the request is not resolved satisfactorily, the consumer may turn to the Procon of their municipality or to the consumidor.gov.br platform. nottepass undertakes to respond, within 10 business days, to complaints formalized through those channels.

20. Governing law and jurisdiction

This Policy is governed by Brazilian law. The courts of the district of Presidente Prudente, State of São Paulo are elected to settle any disputes, with express waiver of any other, however privileged, save for the consumer's right to choose the courts of their domicile (Art. 101, I, of the Consumer Protection Code).

---

Last updated: June 10, 2026