Refund Policy

6 CANCELLATION POLICY
6.1 Requests for cancellations and cooling off period
(i) Once a registration is completed, there is no cooling off period. Full payment must be made by the organization;

(ii) The Organisation may request to cancel registration by sending an email titled “Cancellation Request” during the cooling off period;
(iii) A cancellation request is only deemed to have been received once we confirm to the sender that we have received it;
(iv) If we receive a cancellation request 6 months (180 days) before the date of the event we will refund the Registration Fee less an administration fee of USD$400 plus VAT per Delegate listed in that registration;
6.2 Requests for cancellations after cooling off period
(i) No refunds are payable for any cancellations requested less than 6 months (180 days) from the date of the event;

(ii) The purchase price for the registration will remain due and payable in full and as described in clause 3;

6.3 In-Person Event Cancellation

(i) A credit voucher for 85% of the total registration amount to be used at another Customer Experience Live conference will be given where the Organisation informs us of the inability of a delegate to attend and/or a cancellation;

(ii) All credit vouchers must be utilitised within one year from the date of issuance of such credit;

(iii) For all permitted cancellations, we will be charging an administration fee of 15% that will be deducted from the registration amount;

(iv) For any cancellations informed or occurring within seven (7) days (inclusive) of the date of the conference, no credit note will be issued;
6.4 Cancellations by us – for any reason other than Force Majeure
(i) If we cancel an event, we shall refund the Registration Fee paid in relation to that event to the bank account, credit card or debit card used to make the original payment. Alternatively, the Organisation can request a credit note for another scheduled event;
(ii) Please note that this clause does not apply when an event is changed – including where an event date, time, location or program is changed. In these circumstances, clause 7.1 applies.
(iii) Please note that this clause does not apply when an event is cancelled due to Force Majeure – in these circumstances clause 10.2 applies;

 

7 CHANGES TO YOUR BOOKING
7.1 Changes to event – for any reason other than Force Majeure
(a) At times it is necessary or appropriate to make necessary changes to an event. All changes are reflected on our website promptly. We recommend that Delegates visit our website before attending the event for the most up-to-date program. We will also share updated event information via email prior to the event;
(b) We reserve the right to:
(i) amend an event program – including changing an in-person event to a virtual event, or to a hybrid event, or changing the conference schedul, and/or adding, withdrawing or substituting speakers, sponsors, workshop leaders; or;
(ii) host the event in a different Venue in the same city as the original venue;
(iii) no refunds, exchanges or other compensation will be provided in circumstances detailed in 7bi and 7bii;
(c) At times it is necessary or appropriate to reschedule an event to another date. In this instance, we will notify each delegate by email, as provided in the Registration Form. If this change results in a Delegate being unable to attend the event, the Organisation may either:
(i) arrange for a Delegate swap with another member of your organisation to attend instead;

(ii) In instance 7ci the organisation must send a written request with full details of the replacement Delegate no later than 7 days prior to the event date;

(iii) we will update the registration details at no additional charge upon receiving the details per 7cii; or;
(ii) request a credit voucher of the value of the Registration Fee no later than 7 days prior to the event date, by sending a written request to enquire@customer-experience.live ;

(d) A written request is only deemed to have been received by us once we confirm and respond to it;
(e) Please note that this clause does not apply when an event is changed due to Force Majeure – in these circumstances clause 10.2 applies;

(f) A charge of USD 200 applies for any changes made to the booking less that 7 days to the event date;