1. Scope and order confirmation
This Policy applies to purchases made through Onelivewave in the Philippines, including digital live-stream tickets and related access services. These products are delivered electronically and cannot be physically returned.
Please check the event, schedule, ticket type, account details, and price before completing payment. A successful transaction is recorded against the account or contact information used at checkout.
2. When a refund may be available
You may be eligible for a refund when:
- You were charged more than once for the same order because of a payment or platform error.
- Your ticket or access credentials were not delivered after payment and we cannot provide access within a reasonable time.
- The event is cancelled and is not rescheduled.
- A verified Onelivewave service failure prevents access and we cannot provide a replacement or reasonable technical remedy.
3. When a purchase is generally non-refundable
Except where required by law, refunds are generally not available for:
- A change of mind after purchase.
- An incorrect event, ticket type, or account selected by the customer.
- Device, internet, browser, app, or third-party software problems outside our control.
- Late access, partial viewing, or an unused ticket that was delivered correctly.
- Access removed because of a material breach of our Terms of Service.
- Complimentary tickets or promotions expressly marked as non-refundable.
4. Event changes and cancellations
If an event is postponed, rescheduled, or materially changed, we will communicate the available options. The original ticket may remain valid for the new schedule, or a refund option may be offered for the affected event.
If an event is cancelled and not rescheduled, eligible customers will receive a refund of the ticket price paid. Any payment-provider fee that is legally non-refundable will be excluded only where it was clearly disclosed before purchase.
5. How to request a refund
Contact Customer Service by email at livewavemediainc2025@gmail.com or on Telegram at @marklee8888, and provide enough information for us to identify and review the transaction:
- Your full name and registered account email.
- The order or transaction reference number.
- The event or product name, payment date, and amount.
- A concise explanation of the issue and relevant screenshots, if available.
Please contact us promptly. For event-related issues, we recommend submitting the request within seven (7) days after the payment or after the issue becomes reasonably discoverable.
6. Review, remedies, and processing time
We aim to acknowledge a complete request within three (3) business days and complete our review within seven (7) to fourteen (14) business days. Depending on the circumstances, the remedy may be a full or partial refund, replacement access, or account credit.
Approved refunds are returned to the original payment method where possible. Banks, e-wallets, and payment providers control final posting times and may require additional processing days.
7. Chargebacks and policy updates
Please contact us before filing a chargeback so we have an opportunity to investigate. If a chargeback is already open, related account access may be temporarily restricted while the payment provider reviews the transaction.
We may revise this Policy to reflect legal or operational changes. Updates apply from the date posted and do not reduce rights that had already accrued under applicable law.