Refunds & Cancellations
Ivory is run by one person from India.
Grievance Officer: Indrani Chakraverty · fansupport.ivory@gmail.com
Report a payment/refund issue within 24 hours. Approved refunds are processed in 7 days.
1. The idea
A purchase in Ivory is a ticket to a private performance. The moment it reaches you it has been performed, so a change of mind is not a refund. That is the rule, and the exceptions below are real exceptions, not loopholes to argue through.
2. Always refunded
A ticket that never arrived. You paid and nothing unlocked, or it unlocked and will not open.
A double charge. Two payments for one thing, whatever caused it.
A show pulled before you stepped in. You paid for something that was then taken down before you could see or hear it.
A session the house could not attend. Full refund, or a new time, whichever you prefer.
3. Sessions
A session you cannot make should be moved, not cancelled. The reschedule button is on the session itself and costs nothing.
If you simply do not come, and do not move it, the time is used. The house held that hour for you and turned others away. After a small number of no-shows the booking privilege pauses; the app tells you where you stand before that happens.
A session cut short by a failure on the house's side is either finished later at your convenience or refunded for the part you did not get.
4. Membership
A tier is paid for a period and runs to the end of that period. Stopping a membership stops the next renewal; it does not refund the period you are inside. If a tier is charged after you stopped it, that is a double charge under section 2 and it comes back.
5. Extensions
Time added to a session that then could not be used, because of a failure on the house's side, is refunded in full.
6. How to ask
Use the quiet door inside the app and choose “a payment or refund”. Tell the house what happened and quote the reference number from your payment. Ask within the report window shown above.
7. What happens next
The house replies, and serious things are dealt with the same day. An approved refund goes back to the method you paid from, within the processing time shown above. The house cannot send it anywhere else — that is a rule of the payment system, not a preference.
8. If you are not satisfied
Write to the Grievance Officer. If you are still not satisfied, nothing here takes away your right to go to a consumer forum under the Consumer Protection Act 2019. Contact the Grievance Officer.