Overview
This Booking and Cancellation Policy outlines the terms and conditions for ticket purchases, reservations, and cancellations for all Sundance Lab events, festivals, and services. This policy is designed to balance customer flexibility with operational requirements and should be read in conjunction with our Terms and Conditions and Privacy Policy.
Booking Process
Ticket Purchase
- Online Booking: Primary booking channel through www.sundancelab.in
- Payment Confirmation: Booking is complete only upon successful payment processing
- Booking Confirmation: Confirmation email with ticket details sent within 24 hours
- Ticket Delivery: E-tickets delivered via email; physical tickets available upon request
Booking Information Required
- Full name (as per government ID)
- Contact information (email and phone number)
- Age verification for age-restricted events
- Emergency contact details
Payment Methods
We accept the following payment methods:
- Credit Cards (Visa, MasterCard, American Express)
- Debit Cards (Visa, MasterCard, RuPay)
- Digital Wallets (PayTM, PhonePe, Google Pay, Amazon Pay)
- Net Banking
- UPI (Unified Payments Interface)
Pricing and Fees
Ticket Categories
- Early Bird: Limited quantity, lowest prices (non-refundable)
- General Admission: Standard pricing with standard cancellation terms
- VIP/Premium: Enhanced experience packages with flexible cancellation
- Group Bookings: Discounted rates for 10+ people with special terms
Additional Fees
- Convenience Fee: 2-5% of ticket value for online bookings
- Payment Gateway Charges: As applicable per payment method
- Delivery Charges: ₹50-100 for physical ticket delivery
- Processing Fee: ₹100-500 for certain cancellations and modifications
Cancellation Policy
Customer-Initiated Cancellations
Timeline-Based Refund Structure
- More than 30 days before event: 90% refund (10% administrative fee)
- 15-30 days before event: 75% refund (25% administrative fee)
- 7-14 days before event: 50% refund (50% administrative fee)
- 3-6 days before event: 25% refund (75% administrative fee)
- Within 72 hours of event: No refund (non-refundable)
Special Categories
Early Bird Tickets: Non-refundable in all circumstances
VIP/Premium Tickets: Enhanced refund timeline:
- More than 21 days: 95% refund
- 8-21 days: 80% refund
- 3-7 days: 60% refund
- Within 72 hours: 25% refund
Group Bookings: Flexible cancellation terms:
- More than 45 days: 95% refund
- 30-45 days: 85% refund
- 15-29 days: 70% refund
- 7-14 days: 50% refund
- Within 7 days: No refund
How to Cancel
Cancellation Process
- Email Request: Send cancellation request to labssundance@gmail.com
- Phone Support: Call +91 8569986452 during business hours
- Required Information: Transaction ID, registered email, and reason for cancellation
Processing Timeline
- Cancellation confirmation: Within 24 hours
- Refund processing: 5-10 business days
- Bank credit: 7-15 business days (depending on payment method)
Transfer and Modification Policy
Name Transfer
- Free Transfer: Allowed up to 7 days before event
- Paid Transfer: ₹500 fee for transfers within 7 days of event
- Requirements: Valid ID of new attendee, written consent
- Restrictions: Maximum 2 transfers per ticket
Date/Event Transfer
- Subject to Availability: Transfer to different event dates
- Price Difference: Pay additional amount for higher-priced events
- Credit Note: Issued for lower-priced events (valid for 12 months)
- Transfer Fee: ₹1000 processing fee per ticket
Upgrade/Downgrade
- Upgrade: Pay price difference plus ₹500 processing fee
- Downgrade: Receive credit note for difference (minus ₹500 fee)
- Deadline: Changes allowed until 72 hours before event
Event Cancellation by Sundance Lab
Force Majeure Cancellations
In case of event cancellation due to circumstances beyond our control:
Force Majeure Events Include:
- Natural disasters (earthquakes, floods, cyclones, severe weather)
- Government orders or restrictions
- Public health emergencies (pandemic, epidemic)
- Terrorist threats or security concerns
- Labor strikes affecting venue or critical services
- Infrastructure failures (power outages, transport strikes)
Refund Options for Force Majeure:
- Full Refund: 100% ticket value refunded within 30 days
- Credit Note: 110% of ticket value as credit (valid for 24 months)
- Event Transfer: Free transfer to next available event
Company-Initiated Cancellations
For cancellations due to operational reasons:
Refund Structure:
- More than 30 days notice: 100% refund + ₹1000 compensation
- 15-30 days notice: 100% refund + ₹500 compensation
- Less than 15 days notice: 100% refund + ₹2000 compensation
Additional Compensation:
- Reimbursement for non-refundable travel bookings (up to ₹5000)
- Priority booking for future events
- Exclusive merchandise or event credits
No-Show Policy
Definition of No-Show
- Failure to attend event without prior cancellation
- Arrival after event entry cutoff time (typically 2 hours after start)
- Inability to provide valid ticket and ID at entry
No-Show Consequences
- No Refund: No refund for no-show attendees
- No Transfer: Cannot transfer no-show tickets to future events
- Exception: Medical emergencies with valid documentation may be considered
Special Circumstances
Medical Emergencies
- Documentation Required: Medical certificate from registered practitioner
- Timeline: Must be reported within 48 hours of event
- Refund: 80% refund minus administrative fees
- Processing: Additional 5-7 days for verification
Family Emergencies
- Documentation: Death certificate or legal documentation
- Immediate Family: Spouse, children, parents, siblings
- Refund: 70% refund for verified family emergencies
- Timeline: Must be reported within 72 hours
Travel Restrictions
- Valid Reasons: Government travel bans, visa rejections, flight cancellations
- Documentation: Official confirmation required
- Refund: 60% refund with proper documentation
- International Attendees: Special consideration for visa/travel issues
Group Booking Policies
Group Definition
- Minimum 10 tickets purchased in single transaction
- Must be booked by single contact person
- Group leader responsible for all communication
Group Cancellation Terms
- Partial Cancellations: Individual tickets can be cancelled with standard fees
- Full Group Cancellation: Enhanced refund timeline as mentioned above
- Group Leader Authority: Only group leader can make changes
- Minimum Group Size: If group reduces below 10, standard individual terms apply
Corporate and Bulk Bookings
Corporate Packages
- Minimum: 25 tickets or ₹1,00,000 booking value
- Custom Terms: Negotiable cancellation terms
- Payment Terms: 30-day payment cycles available
- Account Management: Dedicated account manager for corporate clients
Bulk Booking Benefits
- Extended cancellation timeline
- Flexible payment terms
- Custom invoicing and reporting
- Priority customer service
Refund Processing
Refund Methods
- Original Payment Method: Refunds processed to original payment source
- Bank Transfer: Available for cash payments or wallet credits
- Credit Note: Issued as alternative to cash refund (with bonus value)
Processing Timeline
- Credit Card: 7-14 business days
- Debit Card: 5-10 business days
- Net Banking: 3-7 business days
- Digital Wallets: 24-48 hours
- UPI: 24-48 hours
International Payments
- Processing Time: 15-21 business days
- Currency Conversion: Rates as per bank/payment gateway
- Additional Fees: Bank charges may apply for international refunds
Travel and Accommodation
Travel Packages
- Cancellation: Subject to travel partner’s cancellation policy
- Documentation: Separate cancellation process required
- Timing: Travel cancellations independent of event ticket cancellations
Partner Hotels
- Booking: Through authorized travel partners only
- Cancellation: Hotel’s standard cancellation policy applies
- Group Rates: Special terms for group accommodations
Customer Support and Disputes
Customer Service
- Email: Info@sundancelab.com
- Phone: +918569986452
- Hours: Monday-Saturday, 10:00 AM – 8:00 PM IST
- Response Time: 24-48 hours for email queries
Dispute Resolution
- First Level: Customer service team resolution
- Second Level: Management escalation
- Third Level: Independent arbitration (if applicable)
- Consumer Court: As per Consumer Protection Act, 2019
Documentation Requirements
- Booking confirmation
- Payment receipts
- Communication records
- Supporting documentation for special circumstances
Important Notes and Disclaimers
Weather Policy
- Light Rain: Events proceed as scheduled
- Severe Weather: Safety-based cancellation decisions
- Indoor Venues: Weather typically not a factor
- Outdoor Events: Weather updates provided 24-48 hours prior
Artist/Performer Changes
- Lineup Changes: Not grounds for cancellation refund
- Headliner Cancellation: Partial refund may be offered
- Replacement Acts: Efforts made to provide comparable entertainment
Venue Changes
- Same City: No additional refund rights
- Different City: Full refund option available
- Notice Period: Minimum 14 days advance notice
Technology and Technical Issues
- Website Issues: Extended cancellation deadlines during outages
- Payment Failures: Grace period for completing transactions
- App Problems: Alternative booking methods provided
Prohibited Activities
Ticket Resale
- Unauthorized Resale: Prohibited and may result in ticket cancellation
- Authorized Platforms: Only designated platforms approved
- Above Face Value: Resale above face value strictly prohibited
Fraudulent Activities
- False Claims: Fraudulent cancellation requests prosecuted
- Chargebacks: Dispute resolution required before chargeback
- Multiple Accounts: Creating multiple accounts for booking advantages prohibited
Compliance and Legal Framework
Applicable Laws
- Consumer Protection Act, 2019
- Indian Contract Act, 1872
- Digital Personal Data Protection Act, 2023
- Goods and Services Tax (GST) regulations
Regulatory Compliance
- All events conducted with proper licenses and permits
- Safety regulations strictly followed
- Age restrictions enforced as per local laws
Contact Information
Booking and Cancellations
Email: labssundance@gmail.com
Phone: +91 8569986452
Customer Support
Email: Info@sundancelab.com
Legal and Compliance
Email: Info@sundancelab.com
Address: Plot No 347, Sector 56, Phase 5, HSIDC-Kundli,
Sonipat, Sonepat, Haryana,
India, 131028.
Effective Date: This Booking and Cancellation Policy is effective from June 5, 2025, and applies to all bookings made on or after this date.
Policy Updates: This policy may be updated from time to time. Customers will be notified of significant changes via email and website announcements.
By making a booking with Sundance Lab, you acknowledge that you have read, understood, and agree to abide by this Booking and Cancellation Policy.