Refund Policy
1. Scope
This Refund Policy governs Lead Purchases, quality claims, Restored Credits and related refund requests made by Professionals using the PlanEvents marketplace.
PlanEvents is operated by BrandLabel Agency, an independent business established in Belgium, with registered VAT number BE1040366570, Rue de la Marjolaine, 1120 Brussels, Belgium.
This Policy forms part of the contractual framework applicable to Professional use of PlanEvents and must be read together with the PlanEvents Terms & Conditions and Privacy Policy.
PlanEvents is currently a business-to-business marketplace on the Professional side. Lead Purchases are available only to approved Professional accounts satisfying the applicable Belgian business, VAT and verification requirements.
2. Definitions
For the purposes of this Policy, a “Professional” means an approved business user authorised to participate in the PlanEvents Professional marketplace.
A “Client” means a registered user who submits an Event Request through PlanEvents.
An “Event Request” means a request submitted by a Client seeking one or more event-related professional services.
A “Lead” or “Opportunity” means an Event Request, or the relevant portion of that Event Request, made available to a Professional whose verified service categories and geographic eligibility match the request.
A “Lead Purchase” means the transaction through which an eligible Professional pays the price displayed at checkout in order to unlock the information associated with an available Lead.
A “Quality Claim” means a request submitted by a Professional asking PlanEvents to review an alleged material quality problem affecting a purchased Lead.
“Restored Credit” means a Credit restored to a Professional’s PlanEvents account following an approved Quality Claim or another corrective adjustment governed by this Policy.
Promotional Credits, including welcome and referral Credits, are not Restored Credits for the purposes of this Policy and are governed by the Terms & Conditions and Professional / Marketplace Terms.
3. Lead-by-Lead Purchase Model
PlanEvents currently operates on a lead-by-lead purchase model.
Professionals do not pay a recurring subscription and Leads are never purchased automatically. Voluntary Lead Purchases are consolidated into one official monthly invoice.
A Professional independently decides whether to purchase an available Lead.
The price displayed immediately before checkout is the price applicable to that transaction.
Promotional pricing may apply from time to time. A change in promotional pricing applies only to future transactions and does not change the price of a completed Lead Purchase.
PlanEvents creates the official monthly invoice before Stripe charges the authorised saved card. Applicable credits are deducted first.
When the Lead Purchase is accepted against an active billing account, the Professional receives access in accordance with the PlanEvents Terms & Conditions and Privacy Policy.
When purchase confirmation begins, PlanEvents atomically reserves one available slot in each matching service that is open and has capacity. The permanent purchase snapshot includes only those reserved services if the purchase is accepted before the reservation expires.
A matching service already closed before purchase confirmation begins is excluded. If a Client closes a service after a valid reservation began—even seconds before confirmation—the closure prevents later reservations but does not cancel that valid reservation. If the purchase is accepted within the reservation period, the Professional keeps access to the services in the purchase snapshot; an expired or unsuccessful confirmation creates no access.
4. Nature of the Purchase
A Lead Purchase is a purchase of access to a business opportunity and the associated information made available through PlanEvents.
It is not the purchase of a Client, booking, contract, confirmed event-service engagement, exclusive opportunity or guaranteed commercial result.
PlanEvents does not guarantee that the Client will respond to the Professional, request or accept a quotation, proceed with discussions, choose the Professional, enter into a contract, proceed with the event or generate revenue or profit for the Professional.
PlanEvents also does not guarantee that another Professional will not contact or be selected by the same Client.
Unless expressly stated otherwise, Leads are non-exclusive and may be purchased by several eligible Professionals, subject to the applicable marketplace capacity.
Failure to obtain business from a Lead does not by itself establish that the Lead is defective and does not create a right to a Restored Credit or refund.
5. Quality Claims
Where a Professional believes that a purchased Lead suffers from one of the qualifying problems described in this Policy, the Professional may submit a Quality Claim.
A Quality Claim must be submitted through the “Submit a quality claim” function available within the Platform.
In the French-language version of the Platform, this function may appear as « Introduire une réclamation qualité ».
The Quality Claim must be submitted within fourteen days following the date of the relevant Lead Purchase.
Submission of a Quality Claim does not automatically create an entitlement to reimbursement or a Restored Credit.
Every claim is reviewed manually by PlanEvents.
6. Qualifying Quality Problems
A Quality Claim may be approved where PlanEvents reasonably verifies that the purchased Lead was materially defective for one of the following reasons.
A Lead may qualify where both the email address and telephone number made available to the Professional are false, invalid or unusable.
A Lead may qualify where the Event Request is a duplicate of another request relating to the same genuine opportunity and the duplication materially affected the Professional’s purchase.
A Lead may qualify where the event was cancelled.
A Lead may qualify where the Opportunity was assigned to a service category that the Event Request did not genuinely concern and the Professional therefore purchased a materially incorrectly categorised Lead.
A Lead may qualify where the named contact person did not create, request or authorise the Event Request.
A Lead may qualify where, after purchase, the Client changes the Event Request so substantially that the commercial nature of the purchased Opportunity is materially different from the Opportunity presented at the time of purchase.
A Lead may qualify where, after purchase, the Client closes or deletes the Event Request in circumstances recognised under this Policy.
PlanEvents may also approve a Quality Claim where a material technical error directly attributable to PlanEvents caused the Professional to be charged for a Lead without receiving the information that the successful purchase was intended to unlock.
7. Invalid Contact Information
A claim based on invalid contact details will qualify only where both principal contact methods provided through the Lead are false, invalid or unusable.
An invalid telephone number alone does not qualify where the supplied email address remains valid and reasonably usable.
An invalid email address alone does not qualify where the supplied telephone number remains valid and reasonably usable.
A Client’s failure to answer telephone calls, emails or messages does not establish that the contact details are invalid.
A Client who receives a communication but chooses not to respond does not make the Lead refundable merely by remaining silent.
8. Non-Qualifying Commercial Outcomes
A Quality Claim will not normally be approved merely because the Client does not respond, stops responding, has already found or selected another Professional, rejects a quotation, does not request a quotation, chooses a competitor, considers the Professional unsuitable, changes their mind about engaging the Professional or does not enter into a contract.
A Quality Claim will also not normally be approved because the Professional considers the opportunity commercially unattractive after purchase, considers the Client’s expected spending insufficient, is unavailable for the event, responds too late, no longer wishes to pursue the Lead or does not generate revenue from the Opportunity.
The fact that another Professional contacted the Client first or concluded a contract with the Client does not constitute a quality defect.
PlanEvents does not reimburse Professionals for ordinary commercial risk inherent in competing for event-service business.
9. Event Cancellation
Where a Client records that the event itself has been cancelled after a Professional purchased the Lead, the affected Professional may submit a Quality Claim.
Event cancellation is treated separately from a Client simply choosing another Professional or indicating that a Professional has already been found.
The existence of a cancellation does not cause an automatic refund transaction. The Professional must submit a Quality Claim within the applicable claim period and the claim remains subject to manual verification.
Where PlanEvents verifies the cancellation, the relevant Restored Credit will ordinarily be granted.
10. Material Changes After Purchase
PlanEvents may permit Clients to modify an active Event Request after one or more Professionals have purchased access.
PlanEvents preserves, or may preserve, an immutable record of the material Lead information existing at the time of purchase.
A subsequent modification may support a Quality Claim where the modification substantially changes the commercial nature of the purchased Opportunity.
Relevant changes may include a substantial change to the event date or date range, location, event type, scale, requested service category, service timing or principal service requirements.
Minor corrections, clarifications or adjustments do not automatically qualify.
PlanEvents may compare the purchase-time Lead information with the subsequently submitted Event Request when determining whether the change was substantial.
Where appropriate, existing purchasers may be notified that material information has changed.
11. Closed Requests
A Client may close an Event Request where the applicable Platform functionality permits.
A request may, for example, be closed because the Client found a Professional or because another valid lifecycle condition applies.
Closing a request or an individual requested service stops future checkout reservations but does not invalidate completed purchases or a checkout reservation validly started before closure.
For example, if a Professional begins a valid purchase confirmation thirty seconds before the Client closes the relevant service and the purchase is accepted before that reservation expires, the purchase remains valid and access is retained. The later closure alone is not a quality defect and creates no right to a Restored Credit or a refund.
A Client’s indication that they have found a Professional does not by itself create a right to a Restored Credit for Professionals who previously purchased the Opportunity.
Where closure results from an event cancellation or another qualifying defect described in this Policy, the Professional may submit a Quality Claim under the corresponding qualifying ground.
12. Evidence Required
The Professional must provide a clear written explanation of the alleged quality problem together with such relevant evidence as is reasonably available.
Evidence may include a screenshot of a bounced or undeliverable email, evidence that a telephone number does not exist or is not registered, relevant call-log entries showing attempted-contact dates and times, WhatsApp or SMS delivery-failure messages, a Client message confirming event cancellation, information demonstrating that a request is duplicated, evidence indicating that the named contact did not create or authorise the request, information comparing the Lead at the time of purchase with materially changed information, evidence that the request was closed or removed, or information explaining why the Lead was assigned to the wrong service category.
The type and amount of evidence reasonably required depend on the nature of the claim.
PlanEvents may request additional information where the initial material is insufficient to assess the claim.
Failure to provide reasonably available information necessary to verify the claim may result in rejection of the Quality Claim.
13. Claim Review
All Quality Claims are reviewed manually by authorised PlanEvents personnel.
PlanEvents may examine the purchase-time Lead record, current Event Request, Client account information relevant to the request, transaction history, matching information, quality-claim history and other information reasonably necessary to verify the claim.
Where reasonably necessary, PlanEvents may contact the Client using the contact information associated with the Event Request.
PlanEvents may ask the Client to confirm matters including whether they created or authorised the Event Request, whether the event was cancelled, whether the contact information was accurate or whether material information changed.
PlanEvents may take fraud-prevention information into account where relevant.
PlanEvents will assess the claim on its individual circumstances rather than solely on the Professional’s dissatisfaction with the commercial outcome.
14. Approved Claims
Where PlanEvents approves a Quality Claim, the amount originally paid to unlock the relevant Lead will normally be restored to the Professional’s PlanEvents account as a Restored Credit.
The Restored Credit corresponds to the amount allocated by PlanEvents to the relevant successful Lead Purchase.
The Restored Credit is normally made available immediately after approval of the Quality Claim.
Granting the Restored Credit resolves the eligible quality claim except where mandatory law requires another remedy.
Approval of a Quality Claim does not constitute an admission of legal liability by PlanEvents.
15. Use of Restored Credits
Restored Credits may only be used for future eligible Lead Purchases through PlanEvents.
Restored Credits cannot be sold, assigned or transferred to another Professional or Professional account.
Restored Credits cannot ordinarily be withdrawn, redeemed for cash or paid to the Professional’s bank account or payment card.
Restored Credits currently have no ordinary expiry date.
PlanEvents may introduce a future expiry rule only in accordance with applicable contractual and legal requirements and, where required, after appropriate advance notice. A future expiry rule will not be applied retrospectively in an unfair manner to existing Restored Credits.
16. Cash Refunds
The ordinary remedy for an approved Quality Claim is a Restored Credit rather than reimbursement to the original payment method.
A cash refund may nevertheless be made where required by mandatory applicable law, where PlanEvents processed an erroneous payment or duplicate charge attributable to PlanEvents, where the Service is permanently discontinued and existing Restored Credits cannot reasonably be used, or where PlanEvents expressly determines that a monetary reimbursement is the appropriate remedy.
Nothing in this Policy excludes or limits a mandatory right to reimbursement that cannot lawfully be excluded.
17. Professional Status and Consumer Withdrawal Rights
Lead Purchases are available through the Professional marketplace only to approved business users acting in connection with their professional or commercial activity.
Accordingly, the ordinary consumer right of withdrawal applicable to certain consumer distance contracts is not intended to apply to Lead Purchases made by approved Professionals in their business capacity.
Nothing in this clause prevents a person from relying on a mandatory legal status or right where applicable law determines that the person is acting as a consumer notwithstanding the account designation.
18. Accidental Purchases
A Professional is responsible for reviewing the Opportunity preview and purchase price before confirming checkout.
A Lead Purchase will not normally qualify for a Restored Credit merely because the Professional subsequently states that the purchase was accidental, no longer wishes to pursue the Opportunity or did not sufficiently review the information displayed before payment.
This clause does not apply where the transaction resulted from a technical error attributable to PlanEvents, unauthorised account access for which PlanEvents bears legal responsibility, or another circumstance in which applicable law requires a different remedy.
19. Abuse of the Quality-Claim System
The Quality Claim mechanism exists to address genuine quality defects and is not intended to eliminate the ordinary commercial risk associated with pursuing Leads.
Professionals must not knowingly submit false claims, fabricate evidence, alter screenshots, misrepresent communications, deliberately create failed contact attempts or otherwise manipulate the claims process.
PlanEvents may investigate unusual or repeated claim patterns where reasonably necessary to prevent fraud and protect the marketplace.
Where serious abuse or deliberate fraud is established, PlanEvents may reject the claim and take proportionate measures under the Terms & Conditions, including warning, temporary restriction, suspension or termination.
Unused Restored Credits may be cancelled following serious fraudulent or abusive conduct only to the extent permitted by applicable law and in accordance with the Terms & Conditions.
Belgian rules concerning unfair terms between businesses remain applicable to contractual measures taken against Professional users.
20. Client Fraud and False Event Requests
PlanEvents may investigate Event Requests suspected of being fabricated, fraudulent, unauthorised or intentionally misleading.
Where a fraudulent or materially false Event Request caused Professionals to purchase invalid Leads, PlanEvents may grant Restored Credits to affected Professionals where the requirements of this Policy are met.
PlanEvents may also take action against the Client account in accordance with the Terms & Conditions.
Where deliberate misconduct causes PlanEvents a reasonably established direct loss, PlanEvents may seek compensation from the responsible person to the extent permitted by applicable law.
21. Chargebacks and Payment Disputes
Professionals should use the PlanEvents Quality Claim process where the dispute concerns the quality of a purchased Lead.
A payment chargeback does not itself determine whether a Lead satisfied or breached the quality standards set out in this Policy.
PlanEvents may provide relevant transaction, checkout, Lead Purchase and claim information to Stripe, payment institutions or other parties involved in a payment dispute where legally permitted and reasonably necessary.
Fraudulent or abusive chargebacks may constitute a breach of the Terms & Conditions.
Nothing in this section prevents a Professional from exercising rights available under mandatory payment-services law or other applicable law.
22. Account Closure and Restored Credits
A Professional who voluntarily requests permanent closure of their account should use any available Restored Credits before closure.
Subject to mandatory law, unused Restored Credits remaining when a Professional voluntarily and permanently closes the account cease to be usable and are not ordinarily redeemable for cash.
Where PlanEvents terminates a Professional account because of serious fraud, deliberate abuse, falsification of evidence, unlawful misuse of personal data or another serious material breach, unused Restored Credits may be cancelled to the extent permitted by applicable law and proportionate to the circumstances.
Where PlanEvents permanently discontinues the paid Lead marketplace and existing Restored Credits can no longer reasonably be used, PlanEvents will provide an appropriate solution, which may include a reasonable redemption period or reimbursement where required by applicable law.
23. Service Errors and Duplicate Charges
Where a Professional is charged more than once for the same transaction because of a technical or payment-processing error attributable to PlanEvents, PlanEvents will investigate the transaction and provide the appropriate correction.
Where a duplicate monetary charge is confirmed and does not represent a separate valid purchase, PlanEvents may refund the erroneous duplicate charge to the original payment method rather than granting a Restored Credit.
Where payment is successfully taken but a technical failure attributable to PlanEvents prevents the Professional from receiving the Lead information purchased, PlanEvents may grant the corresponding Restored Credit, restore access or provide another appropriate remedy depending on the circumstances.
24. Changes to this Policy
PlanEvents may amend this Refund Policy where necessary to reflect changes to the marketplace, pricing, quality-claim process, technical functionality, applicable law or regulatory requirements.
The date of the current version is stated at the beginning of this Policy.
Material changes affecting Professional contractual rights will be communicated in accordance with the applicable Terms & Conditions and legal requirements.
A Quality Claim concerning a completed Lead Purchase will ordinarily be assessed under the version applicable to the transaction at the time of purchase, unless mandatory law requires otherwise.
A later amendment will not retrospectively remove an accrued mandatory right or unfairly alter a completed transaction.
25. Governing Law
This Policy and Lead Purchases made under it are governed by Belgian law together with directly applicable European Union law and other mandatory provisions applicable to the relevant relationship.
The Belgian legal framework protecting businesses against unfair contractual terms remains applicable to the extent relevant to the contractual relationship between PlanEvents and Professionals.
26. Relationship with the Terms & Conditions
This Policy supplements the PlanEvents Terms & Conditions.
Where this Policy contains specific provisions concerning Lead quality, Restored Credits, Quality Claims or refunds, those specific provisions apply to those matters.
The Terms & Conditions continue to govern the wider Professional relationship with PlanEvents.
Nothing in either document excludes mandatory rights that cannot legally be excluded.
27. Contact
Questions concerning a Lead Purchase, Quality Claim, Restored Credit or this Refund Policy may be addressed to:
BrandLabel Agency Operator of PlanEvents Rue de la Marjolaine 1120 Brussels Belgium VAT: BE1040366570 Email: billing@planevents.eu