Politique de remboursement et de rétractation

Before you read any further

This document is currently available in English only; if any part of it is unclear to you, the reading most favourable to you applies.

Ticket sales are open on one part of this platform: from 1 October 2026, organisers sell tickets for their events through Bicyr Cangor, under this policy. Nothing is sold elsewhere on the platform, and passes and memberships are not on sale. Its first version was published for checking before anything was sold. It forms part of our Terms of Sale. This policy was read against Belgian and EU law on 24 September 2026 by our own legal function -- we have no outside counsel -- and this version makes every change that reading required. The passages that name Bicyr Cangor were added in version 1.2, on 25 September 2026, and version 1.3, on 1 October 2026, after that reading, and have not yet been read against the law in the same way. It applies to every ticket bought through Bicyr Cangor, at cangor.bicyr.com.

The platform is operated by Pilarres EOOD ("ПИЛАРРЕС" ЕООД), a single-member limited liability company entered in the Bulgarian Commercial Register under ЕИК (UIC) 208702712, VAT number BG208702712, with its registered office at гр. Пловдив 4000, р-н Централен, ул. 6-ти Септември № 152, Легис център, офис 3-8Б (ul. 6-ti Septemvri No. 152, Legis tsentar, ofis 3-8B, 4000 Plovdiv, Bulgaria). Telephone +32 485 02 94 23. E-mail info@bicyr.com.

We have not yet determined whether a Bulgarian company selling to Belgian consumers also needs an establishment or a representative in Belgium. If it does, we will publish a new version of this document and say what changed.

1. Who refunds you

Your ticket is sold by the organiser, and a refund is the organiser’s obligation, paid out of the organiser’s own payment account. We do not hold your money and we do not stand behind the organiser’s sales. What we do is make sure that whenever the organiser refunds you, our platform fee goes back with it, in full, or in the same proportion on a partial refund.

A refund is always paid back to the means of payment you used, at no cost to you. You are never obliged to accept a voucher, a credit note or a ticket for another event instead of your money.

Be clear about what we can and cannot do if an organiser will not refund you. We have no way to refund you ourselves: the money is in the organiser’s account, not ours, and the platform has no function that lets us take it back on your behalf. What is open to you is a complaint to the organiser, the mediation route in our Terms of Sale, and asking your own bank or card issuer to reverse the payment. We will not tell you that a chargeback is certain to succeed, because for some means of payment it is much narrower than for cards.

2. A ticket for an event on a specific date: no right to change your mind

If you buy admission to an event that takes place on a specific date or during a specific period -- a concert, festival, performance, conference, match, or a dated admission to an attraction -- you have no right to withdraw from the purchase simply because you change your mind or cannot attend. This is an exception the law itself makes for leisure services tied to a date, and it applies when you buy through a platform acting for the organiser.

We will tell you this before you pay, and again in your confirmation. The organiser may still choose to offer you a refund, and if it publishes a refund policy before you buy it is bound by it.

On Bicyr Cangor, the organiser declares a refund policy for each event before it goes on sale. You are shown it before you pay, beneath the floor this policy sets, and it is to be repeated in the order confirmation described in our Terms of Sale. It may let you ask for a refund up to a stated number of days before the event, and it may add the organiser’s own words. It can give you more than this policy, never less.

3. Open-dated passes and memberships: fourteen days to withdraw

A pass or membership valid for a period rather than for one event date -- an annual pass, a ten-entry pass, a club membership -- is not covered by the exception in section 2. You would have fourteen days from the day you bought it to withdraw, without giving a reason, and the organiser would have to repay you within fourteen days of being told.

We do not sell passes or memberships, and we will not until the platform can honour that right properly. Doing it properly means several things that do not exist yet:

We are saying this rather than publishing a withdrawal procedure we cannot carry out. When passes and memberships go on sale, this section will describe how to withdraw and what, if anything, may be deducted.

4. When the event is cancelled, postponed or moved

Cancelled: you are refunded in full -- the whole price you paid, including our platform fee -- whatever the reason for the cancellation, to the means of payment you used. At present no credit note or voucher is issued through the platform, so the refund is paid in money only. If credit notes are introduced, one will only ever be offered beside the money, never instead of it.

Postponed: your ticket stays valid for the new date, and you may instead ask for a full refund. An organiser cannot oblige you to attend a rescheduled event. We have not yet decided how long after a postponement you may ask, and we will publish that period here once we have.

Moved: the organiser will tell you the new venue. If the move is a small one, your ticket stays valid; if it is not reasonable to expect you to travel to the new place, you may ask for a full refund. We have not yet set the test for where the line falls between those two; when we do, we will state it here.

Partly delivered: if a multi-day or multi-part event is cut short after it has begun, you are refunded for the part not delivered.

We are not yet setting a deadline for refunds under this section. The platform has no way for an organiser to refund a whole cancelled event at once, and a refund can take time to settle with the payment provider. We would rather leave the deadline unstated than promise one the system cannot keep.

5. Fees on a refund

Our platform fee comes back with every refund, in full, or in the same proportion as a partial one, whatever the reason for the refund. We keep no booking fee, service fee or handling charge out of a refund. The payment provider’s processing fee is never taken out of your money.

6. If you dispute a payment with your bank

If you ask your bank to reverse a payment instead of asking the organiser for a refund, the dispute is settled between your bank, the payment provider and the organiser. While a dispute is open, that payment cannot also be refunded through the platform. We do not promise a refund after a dispute has been decided against you: the platform does not currently record how a dispute ended, and we will not promise an outcome we cannot see.

For a ticket bought through Bicyr Cangor, it is the organiser, not us, that answers the dispute, with its own evidence. That evidence may include the record of your order: what you were shown and what you paid, and the terms that applied to it.

7. How to ask for a refund

Ask the organiser first, using the contact details on the event page and in your confirmation. If you cannot reach the organiser, tell us by e-mail or on the telephone number in the section above and we will put your request to them and tell you what they say. We cannot refund you ourselves, for the reason given in section 1.

Belgian consumers may take an unresolved complaint to the Consumentenombudsdienst / Service de Médiation pour le Consommateur, as set out in our Terms of Sale.