1. There are no refunds for On Demand MAC tickets.
2. Change your mind? Get a refund up to 24 hours before we go live.
3. If we cancel MAC, you get a refund – no question about it.
4. If you can’t make it on livestream day, no problem – lifetime access to the recordings is included in your ticket.
5. If a top-billed speaker cancels, you can claim a refund – request it by the end of the livestream day.
6. If our livestream has a major technical failure, you can claim a refund – request it by the end of the livestream day.
7. If your own connection/device blocks the stream, we can’t refund you for that – but you’ll still get the recordings and we’ll try to help you on the day.
8. After the livestream day, refunds are not available – and you still have lifetime VOD access.

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2) Change your mind? Get a refund up to 24 hours before we go live.

You may request a refund for your ticket up to 24 hours before the scheduled livestream start time. After that point, refunds for change of mind are not available.

3) If we cancel MAC, you get a refund – no questions about it.

If we cancel the event and do not deliver it, you are entitled to a refund for the ticket price you paid. Refunds will be processed to the original payment method.

4) If you can’t make it on livestream day, no problem – lifetime access to the recordings is included in your ticket.

Your ticket includes lifetime access to the event recordings (VOD), made available via your account login. “Lifetime” means for as long as MAC and its platform continue to operate and we have the rights to host the recordings.

5) If a top-billed speaker cancels, you can claim a refund – request it by the end of the livestream day.

Our line-up may change. If a top-billed speaker cancels and does not appear in any form (live or pre-recorded) during the event, you may request a refund up to the end of the livestream day. For clarity, “top-billed speakers” are those named on the ticket sales page as either Keynote Speaker or Top-billed speaker at the time you purchased your ticket.
Refunds under this clause must be requested by email/support form by 23:59 (UK time) on the event date.

6) If our livestream has a major technical failure, you can claim a refund – request it by the end of the livestream day.

If the livestream suffers a major technical failure on our side that materially prevents you from accessing the live event (for example, the stream is unavailable for a prolonged period or the event cannot be delivered as scheduled), you may request a refund up to the end of the livestream day. Refund requests under this clause must be submitted by 23:59 (UK time) on the event date.

7) If your own connection/device blocks the stream, we can’t refund you for that – but you’ll still get the recordings and we’ll try to help you on the day.

You are responsible for your own internet connection, device, browser/software, and any workplace/school network restrictions. We cannot provide refunds where access issues are caused by factors outside our control.
However, we will provide reasonable support on the day (where possible) and you will still receive lifetime VOD access.

8) After the livestream day, refunds are not available – and you still have lifetime VOD access.

Because your ticket includes immediate access to digital services and lifetime VOD, refunds are not available after the livestream day for reasons such as preference, taste, or “not what I expected”, provided the event and VOD access have been delivered.

Notes and definitions:

• How to request a refund: Email refunds@modernaudience.org and include your order number.
• Refund timing: We aim to process approved refunds within 5-10 business days (bank processing times vary).
• Fees: Refunds cover the ticket price paid but if payment processors charge non-refundable fees, we may may deduct those from the refund where permitted and disclosed at checkout.