Refunds and cancellations

1. Asking for a refund on a storefront order

Open your order page from the link in your receipt and choose Need a refund. Say why in a sentence. The organization gets an email at once with your reason and your reference code, and your order page shows Refund requested until the organization decides.

The organization decides. If it agrees, it arranges the return of the goods with you where you have already collected them, and Bongo refunds you. If it declines, you hear that from the organization, not from Bongo.

2. What comes back

A refund covers the units the organization agreed to refund, which may be all of your order or part of it. For each unit you get its price back and the tax on it, to the card you paid with. Refunding the whole order returns exactly what was charged. Nothing is deducted: Bongo charges no fee, so there is none to keep.

A refund is made once per order. If the organization refunds part of your order and something else needs refunding later, the organization arranges that with Bongo directly rather than through your order page.

Refunds go through Stripe and usually show on your card within five to ten business days, depending on your bank.

3. Before a payment completes there is nothing to refund

When you tap pay, the units are held for you while the payment goes through. If the payment does not complete in time, the hold is released and nothing is charged. A payment that lands after the hold was released is refunded in full, automatically, and you get an email saying so.

4. If you were charged twice for one thing

Two charges for one order is a fault, not a request. The second is refunded automatically.

5. Size swaps

A swap is not a refund. Where the organization has the size you want in stock, it swaps at the pickup table, no money moves, and your order page shows the size you now hold.

6. If you never collect

Not collecting is not, on its own, a reason for a refund: the goods are set aside for you and stay with the organization. Talk to the organization about collecting late.

7. If you think something has gone wrong

Email hello@bongomp.com before disputing a charge with your bank. We would rather put it right directly, and we can usually do so faster than a dispute.

Your card statement shows BONGO* followed by the short code for the product, which your receipt names.

8. A payment for a name on a list

There are no refunds on a list. The organization wrote the list and set what everyone on it pays, and it orders the items once everyone is in, so a person who paid and then wants out is the organization's to sort out, not Bongo's. Your order page offers no way to ask for a refund on a list payment, and the organization has no way to give one. Neither Bongo nor the organization returns a list payment on request.

The automatic returns. A payment that lands on a name after it has already been paid for, by you or by somebody else, after the name has been taken off the list or counted as in without a payment through Bongo, or after the list has stopped taking payments, is a fault, not a purchase. It is refunded in full, to the card you paid with, automatically, and you get an email saying so. Nothing is deducted: Bongo charges no fee, so there is none to keep. Refunds go through Stripe and usually show on your card within five to ten business days, depending on your bank.

The wrong name or the wrong size. Reply to your receipt: it reaches the organization. Until it has placed its order, the organization can move your payment to the right name or change the size on it. No money moves, and you get an email when a payment is moved.

Before a payment completes there is nothing to refund. When you tap pay, the name is held for you while the payment goes through. If the payment does not complete in time, the hold lapses and nothing is charged. A payment that lands after that is refunded in full, automatically, and you get an email saying so.

If your item never reached you. Reply to your receipt: it reaches the organization, which hands the items out itself and ticks each name on its list as it hands that item over. Bongo pays the organization for the list only once every name on it is ticked. If the organization does not put it right, email hello@bongomp.com before disputing the charge with your bank.

If you think something has gone wrong. Email hello@bongomp.com before disputing a charge with your bank. A dispute you raise with your bank about a list payment is held against the organization, because it chose who was on the list and what everyone pays, and we would rather put it right directly. Your card statement shows BONGO* followed by the short code for the list, which your receipt names.

9. A ticket on a countdown

Before the countdown ends there is nothing to refund. Taking a ticket saves your card and charges you nothing. You can cancel for free at any time until the countdown ends, from your ticket page, which emails you a link to confirm it: nothing was taken, so nothing has to come back. You get an email once it is done.

A countdown that ends under its minimum charges nobody. Every ticket's saved card is let go, everybody who was in is emailed, and there is no refund to make because no money ever moved.

Once your card has been charged. You can still ask for a refund until 24 hours after the countdown ends, the deadline before the order goes to production; your pre-order page shows that moment in Vancouver time. Open your pre-order page from the link in your receipt and choose Need a refund, and say why in a sentence. The organization gets an email at once with your reason, your reference code and the moment it must decide by, and your pre-order page shows Refund requested until it does. The organization decides and Bongo carries the refund out. You get the price back and the tax on it, to the card that was charged, and nothing is deducted: Bongo charges no fee, so there is none to keep. If the organization has not decided by that moment, the request lapses, your pre-order stands, and you get an email saying so. After it nothing on a countdown is refunded on request, including at pickup, because the item is made for you. If your card first failed and you fix it after that moment, the same applies. A refund is made once per pre-order. Refunds go through Stripe and usually show on your card within five to ten business days, depending on your bank.

If your card does not go through at the close. Nothing was taken from you. You get one email naming what happened, with a link to a page where you can fix the card, which is either confirming the card you already saved or typing another, and 24 hours from that first failure to use it. Fix the card in time and you are charged once, for the amount you were told. Let the time run out and your ticket is cancelled and you are charged nothing. A charge that lands after your ticket has been cancelled, for any reason, is refunded in full, to the card that was charged, automatically, and you get an email saying so; your ticket page says so too.

If the organization stops the countdown. While it is still running nobody has been charged, so there is nothing to give back. A countdown stopped after the cards have been charged refunds everybody charged, in full, to the card that was charged, and you get an email saying so. You do not have to ask.

If you were charged twice for one ticket. Two charges for one thing is a fault, not a request. The second is refunded automatically.

If you never collect. When the items are ready the organization emails you where to collect and the last day to collect, and Bongo reminds you 2 days before that day. Anything not collected by then stays with the organization and is not refunded. If you cannot make it, tell the organization before the last day.

If you think something has gone wrong. Email hello@bongomp.com before disputing a charge with your bank. The charge comes weeks after you took the ticket, which is when a line nobody recognises turns into a dispute, so your card statement shows BONGO* followed by the short code for the countdown, which your confirmation and your receipt both name. We would rather put it right directly, and we can usually do so faster than a dispute.