The short version
- Cancel a paid booking in the app before the event starts and you get a full refund.
- If Una Maas or the organiser cancels or deletes an event, every paid booking is refunded automatically.
- Joining a waitlist is free; you are only charged if you confirm a place.
- Free events and organiser bookings are not charged, so there is nothing to refund.
- Refunds go back to the original payment method through Stripe.
1. Cancelling your booking
Open My evenings, select the event, and choose Cancel my booking. For a paid booking, Una Maas starts a full Stripe refund automatically. The cancellation is recorded in the app immediately; the money may take several business days to appear depending on your bank.
Please cancel as early as possible so another guest can take the place. If you cannot cancel in the app, email hello@unamaas.co with the event name and the email address on your account.
2. If the event is cancelled
If an event is cancelled or removed by Una Maas or the organiser, all paid bookings are refunded in full. Any open Checkout is expired so it cannot charge you later. If you paid for an event that is removed, you do not need to request the refund yourself.
3. Event changes
If an event is materially changed — for example its date, city or essential format — and you can no longer attend, contact us. We will offer a refund in line with your consumer rights and the circumstances of the change.
4. No-shows and late cancellations
If you cancel after the event has started or do not attend, a refund is not automatic. Contact us and we will review the situation with the organiser. This does not affect any mandatory consumer rights.
5. Organisers and admins
Community owners and admins, and the event host, can book their own community event without payment. Those bookings are free and do not generate a refund.
6. How refunds are paid
Refunds are processed through Stripe to the original payment method. We cannot send a refund to a different card or bank account. Stripe may show the refund as pending while it is processed by your bank; typical timing is 5–10 business days, but this can vary.
7. Payment problems and chargebacks
If a payment fails, the booking is not confirmed. If you see a charge you do not recognise, contact us before opening a chargeback so we can investigate quickly. We may suspend a booking while a payment dispute is open.
8. Statutory rights
Nothing in this policy excludes rights you have under Belgian or EU consumer law. Events are scheduled leisure services; by booking, you ask us to provide the experience on a specific date. Where a statutory right applies, we will honour it.
9. Contact
For any refund or cancellation question: hello@unamaas.co. Include the event name, your account email and the approximate payment date.