Quick answer: Find the receipt or order confirmation for the purchase. Check the bank or card account you paid with. For security and compliance reasons, refunds can only be issued to the original card used for the purchase. Then follow the steps below.
Use this guide if you asked for a refund and haven't got it yet, or you want a refund of Brandollars.
Before you start
Have your receipt or order confirmation, the venue name, the date and the amount.
Know how you paid: card in the app, Brandollars or credit, or paid at the venue.
Check a refund to your card
Find the receipt or order confirmation for the purchase.
Check the bank or card account you paid with. For security and compliance reasons, refunds can only be issued to the original card used for the purchase. If that card is closed or expired, contact your bank or card issuer to receive the funds.
If you see a pending charge, wait for your bank to release it.
If you still can't see the refund, message us with your receipt, the date and the amount.
What you should see: the refund on the same card you paid with.
Brandollar refunds
Read the Liven Refund Policy, then open the Liven app and message us with the venue name and the email or mobile number on your account.
You have 48 hours from purchase to ask for a change-of-mind refund on a Liven purchase.
If you bought Brandollars for the wrong venue, city or brand, message us from the Liven app within 48 hours of buying for a change-of-mind refund. After 48 hours, the refund rules in the Refund Policy apply.
Message us from the app with the purchase, venue and date.
We don't refund leftover Brandollars or credit because you would like to buy a new package, or because only a little is left. Brandollars don't expire unless the venue has set an expiry on that pack. If it has, the app shows the date on the pack.
Paid at the venue
If you paid the venue directly, by card or cash, that payment went to the venue, so only the venue can refund it. Liven can't refund payments made outside the app.
If something goes wrong
Charged twice: see Charged twice or a pending charge hasn't come back. In short: Open your banking app and look at the two charges. If one says Pending, it is a hold, not a payment. Most banks release holds within 3–7 business days.
No reply yet: reply on your existing conversation instead of opening a new one, so we keep your place.
Need help?
Message us from Help in the Liven app, or email [email protected]. Tell us the email or phone number on your account, the venue and the date.