Who writes the refund policy, and what must it say?
The organizer writes the refund policy and answers for it. It should state returns, cancellation, moved dates, and the refund method before the buyer pays.
The organizer writes the refund policy and answers for it. Before the sale it should state whether returns are accepted, what happens on cancellation or a moved date, and how the money returns. The law requires one part: telling the buyer before they pay whether a withdrawal right applies.
NightHall builds the surface the buyer reads, but the organizer is the seller. The organizer's name stands on the terms and the organizer answers questions about them. The law asks the same. Before the buyer is bound, the seller gives its identity, address, e-mail address and telephone number. That is article 6:230m, paragraph 1, points b and c of the Civil Code. NightHall records what was said: the policy version at purchase, the messages sent, and the refunds made.
A complete policy names five things. Whether a buyer can hand a ticket back and until when. What fee, if any, a return carries. What happens when the event is cancelled: full refund or carry-over, and who chooses. What happens when the date moves. And how the money returns: a reversal of the buyer's own charge, credit with consent past the refund window, or a recorded payment another way. These five are good practice. Only one part is a legal duty. Tell the buyer before they pay that no withdrawal right exists for a ticket with a specific date or period. That duty is article 6:230m, paragraph 1, point k.
Keep one version per event and never rewrite history: answer a buyer who paid under the March wording with the March wording. The free refund policy template on the resources page covers all five; check it with your counsel before publishing.
Sources
Seller identity and the withdrawal information: Civil Code Book 6, articles 6:230m and 6:230p (https://wetten.overheid.nl/BWBR0005289/2026-07-16, version valid from 16 July 2026, read 14 October 2026). Directive 2011/83/EU, articles 6(1)(k) and 16(l), consolidated text of 28 May 2022 (https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX:02011L0083-20220528, read 14 October 2026). Seller responsibility (AGENTS.md section What NightHall is; apps/site/src/copy/money.ts).
Applies to: the Netherlands, checked 14 October 2026. This is general information, not legal advice.
Applies to: Netherlands, checked 14 October 2026