Quick answer: Find the receipt or order confirmation for the purchase. Check the bank or card account you paid with. Refunds go back to the card you paid with. 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 or credit.
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. Refunds go back to the card you paid with.
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.
Brandollars or credit refunds
Read the Liven Refund Policy.: Open the Liven app and message us. Include 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.
Bought for the wrong city, venue or brand? Message us. In most cases we can help with an honest mistake.
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 have an expiry date, so you can keep using them.
Paid at the venue
If you paid the venue directly by card, the venue handles the refund. Contact the venue first. If they refuse, see the Refund Policy and message us.
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.
If you were charged twice
Follow these steps:
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.
Check your email for an order confirmation. One confirmation means one order.
Full guide: Charged twice or a pending charge hasn't come back.
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.