Refund & Cancellation Policy
Last Updated: October 5, 2026
This Refund & Cancellation Policy applies to purchases made through www.candelaentertainment.com, including event tickets and workshops.
1. General Refund Policy
Unless otherwise stated on the relevant event or workshop page, ticket and workshop purchases are non-refundable after successful payment.
This includes situations where a customer:
- Changes their mind
- Can no longer attend
- Arrives late
- Misses the event
- Has a personal scheduling conflict
- Has travel difficulties
- Purchases a ticket by mistake
Customers should carefully review the event details, date, time, venue, ticket category and price before completing their purchase.
2. Event Cancellation
If an event is officially cancelled, Candela Entertainment will communicate the applicable arrangements to affected customers.
Where refunds are offered, eligible customers may receive a refund for the eligible amount paid for the cancelled event.
Refunds will normally be processed through the original payment method used for the purchase.
3. Event Postponement
If an event is postponed, previously purchased tickets may remain valid for the new date.
If refunds are made available, customers will receive information regarding:
- Refund eligibility
- Refund deadline
- Refund procedure
- Applicable conditions
If a customer does not request a refund within the communicated deadline, the ticket may remain valid for the rescheduled event.
4. Venue Change
If an event is moved to another venue, previously purchased tickets may remain valid.
Where the change materially affects the event or admission arrangements, Candela Entertainment will communicate the applicable arrangements to customers.
5. Artist or Performer Changes
Artists, performers and event programs may occasionally change.
A change, replacement or withdrawal of an artist or performer does not automatically create a right to a refund unless a refund is specifically announced by Candela Entertainment or required by applicable law.
6. Duplicate Charges
If you believe that you have been charged more than once for the same purchase, please contact us promptly.
We will investigate the transaction and, where a duplicate charge is confirmed, process the appropriate refund.
7. Failed or Reversed Transactions
Where a payment fails or is reversed before a transaction is successfully completed, no ticket entitlement is created unless Candela Entertainment confirms otherwise.
8. Fraudulent Transactions
Candela Entertainment reserves the right to cancel transactions suspected of fraud, unauthorized use or misuse of payment information.
9. Refund Method
Approved refunds will normally be credited to the original payment method used for the transaction.
Refunds will not normally be transferred to another card, bank account or payment method.
This approach is also consistent with APS's requirement that refund arrangements be clearly disclosed and its refund functionality being based on the original captured transaction.
10. Refund Processing Time
Once Candela Entertainment approves a refund, the refund will be initiated through the applicable payment system.
The time required for the refunded amount to appear in the customer's account depends on the payment processor and the customer's issuing bank.
11. Event-Specific Refund Conditions
Certain events or workshops may have specific refund or cancellation conditions.
Where such conditions apply, they will be displayed on the relevant event page before the customer completes the purchase.
12. Refund Requests
Refund enquiries should include:
- Customer name
- Email address used for the purchase
- Order/reference number
- Event or workshop name
- Ticket information
- Reason for the request
Requests should be sent to:
info@candelaentertainment.com
13. Contact
Candela Entertainment for music and arts
Excellence Tower, West Bay, 6th Floor
Doha, Qatar
Email: info@candelaentertainment.com
Telephone: +974 77 11 88 50 / +974 33 00 38 39