Quick answer: Changed your mind? Ask within 48 hours of buying, before you use any of the Brandollars. If a venue closes, leaves Liven or stops accepting Brandollars, you can get back what's left at any time.
Changed your mind
You can get a full refund if you ask within 48 hours of buying and you haven't used any of the Brandollars. This includes buying for the wrong venue, city or brand.
After 48 hours, or once you've used some, we can't refund a change of mind.
The venue closed, left Liven or stopped accepting Brandollars
You can get back what's left at any time. This is the Liven Guarantee. Check the venue in the app first, because sometimes it has moved or changed name. If staff refused your Brandollars, tell us the date and keep your receipt. We'll contact the venue first.
How much you get back
Change of mind (none used): the full amount you paid.
Venue closed or stopped accepting Brandollars: a share of what you paid for the Brandollars you have left, because your bonus is spread across all of them.
Refund = what you paid × Brandollars left ÷ total Brandollars you got (including bonus). Example: you paid $100 and got 150 Brandollars. You used 80, so 70 are left. $100 × 70 ÷ 150 = $46.67.
Once refunded, the remaining Brandollars are removed from your account.
When we can't refund
Swapping an old pack for a new one.
A bill you paid the venue directly (not in the app). Ask the venue.
Where the money goes
Only back to the payment method you used to buy.
We can't send a refund anywhere else, or turn it into Liven Rewards, a Pass or any other credit.
Banks usually take 5–10 business days. It may show on your statement as STRIPE.
Card closed or expired? Contact your bank. They can usually pass the money on.
How to ask
Open the Liven app and tap Help.
Tell us the venue (and suburb, if it has more than one) and the email or mobile number on your account.
Already asked? Reply in your existing chat.
Never send your full card number, password or one-time codes.
Brandollars and rewards expire. See Do my rewards and Brandollars expire?
Need help?
Message us from Help in the Liven app, or email [email protected] from the email address on your Liven account.