Refund Policy
When and how refunds are issued for bookings paid through OTW.
1. Escrow protection
Every paid booking is held in escrow by OTW and released to the host only at the event's scheduled start time. This protects guests if an event does not happen as advertised.
2. The event's cancellation policy decides
Each event shows its cancellation policy on the event page before you pay. Unless the host chooses a more flexible policy, tickets are non-refundable — this is the default for new events on OTW.
Always read the policy before booking. It is the binding rule for guest-initiated cancellations on that event.
3. Host cancellations
If a host cancels a published event, all guests are refunded in full automatically to their original payment method — no request required, and regardless of the event's cancellation policy.
4. Event changes
- If a host materially changes an event (date, time, venue, or price) after you've booked, you may cancel for a full refund regardless of the event's policy.
- No-shows without cancellation are not eligible for a refund.
- The guest service fee is returned only when the underlying ticket refund is issued in full.
5. Processing time
Approved refunds are returned through our payment provider to your original payment method (QRIS, bank transfer, e-wallet, or card). Refunds typically post within 3–14 business days depending on your bank or e-wallet provider.
6. Disputes
If you believe a refund was wrongly denied, contact support@otw.pro within 7 days of the event with your booking ID. We review disputes on a case-by-case basis and may hold escrow funds while we do.