Cancellation and Refund Policy
1. About this Policy
This Cancellation and Refund Policy explains the conditions under which orders placed through www.europeandentalawards.com may be:
cancelled;
transferred;
corrected;
refunded;
credited; or
retained for a postponed or rescheduled event.
This Policy applies to:
General Access passes;
VIP access passes;
other event-access categories;
competition registrations;
single-case and multi-case registration packages;
team-related registrations;
digital access connected to the competition;
additional services purchased through the Website; and
other paid services connected to the European Dental Awards, referred to as the “Event”.
The Website and the Event are operated by:
Legal name: European Ectopic Association
Legal form: Association
Registered address: București, Sector 1, Strada Bratocea, nr.13, CP 012158
Registration number: 33110298
International tax identification number: RO51253474
E-mail: office@ectopicsociety.com
Telephone: +40745201912
Website: www.europeandentalawards.com
Hereinafter referred to as the “Organizer”, “we”, “us” or “our”.
This Policy forms part of the Website’s Terms and Conditions.
2. General cancellation principle
Event access passes and competition registrations are linked to a specific event, competition edition, date or performance period.
Once payment has been successfully confirmed, the Organizer:
reserves capacity for the Customer;
allocates access rights;
provides digital confirmation;
may activate the competition platform;
begins administrative processing;
may allocate competition resources; and
incurs Event-related costs.
For these reasons, purchases are generally non-refundable unless:
this Policy expressly provides otherwise;
the Organizer cancels or materially changes the relevant service;
the Order was duplicated or charged incorrectly;
the Organizer is unable to provide the purchased service; or
a refund is required by mandatory applicable law.
The fact that the Customer no longer wishes or is no longer able to attend or participate does not, by itself, create a right to a refund.
3. Statutory right of withdrawal
Consumers entering into distance contracts normally have a 14-day right of withdrawal, subject to the exceptions established by applicable law.
Services relating to leisure activities for which the contract provides a specific date or period of performance may be excluded from the standard 14-day right of withdrawal.
Event access passes purchased for a European Dental Awards edition held on a specified date are therefore generally not subject to the standard 14-day withdrawal right.
Competition registrations may also be linked to:
a specific competition edition;
fixed submission deadlines;
a defined evaluation period; and
a specific awards event.
To the extent that the applicable legal exception covers the purchased competition service, the standard 14-day withdrawal right will not apply.
Where a particular purchased service is not covered by a legal exception, the Customer retains any mandatory right of withdrawal provided by law.
Nothing in this Policy limits rights that cannot legally be excluded or restricted.
4. Consumer and business purchases
Mandatory consumer rights generally apply to natural persons purchasing services for purposes outside their trade, business, craft or profession.
Orders placed by:
companies;
clinics;
professional practices;
associations;
institutions; or
other legal entities
may not benefit from consumer withdrawal rights unless applicable law expressly provides otherwise.
However, the cancellation and refund conditions expressly offered by the Organizer in this Policy will also apply to business Customers where relevant.
5. Customer cancellation of Event access passes
Event access passes are non-refundable where the Customer cancels because of circumstances including:
a change of personal plans;
inability to travel;
work commitments;
failure to obtain leave from work;
illness or injury;
family circumstances;
failure to obtain a visa;
flight or transport cancellation;
accommodation problems;
incorrect travel arrangements;
failure to arrive at the venue;
failure to meet entry or accreditation conditions;
failure to use the access pass; or
dissatisfaction with a non-material programme change.
Customers are encouraged to purchase appropriate travel or cancellation insurance where relevant.
The Organizer may, at its discretion, permit a ticket transfer or name change as described in Section 6.
6. Access-pass transfers and name changes
An unused access pass may be transferred to another person where:
the transfer is permitted for the relevant ticket category;
the new attendee meets any applicable eligibility requirements;
the access pass has not already been used, scanned or cancelled;
the transfer is not made for unauthorized commercial resale; and
the Customer submits the request before the applicable deadline.
The request should include:
the Order number;
the current attendee’s full name;
the new attendee’s full name;
the new attendee’s e-mail address;
the relevant access-pass category; and
any information required to verify eligibility.
Unless otherwise stated, the Organizer will permit one name change per access pass without an administrative fee.
Additional changes may be refused or may be subject to a reasonable administrative charge displayed before the change is processed.
VIP, complimentary, partner, finalist, speaker or specially restricted passes may be non-transferable.
A transfer is valid only after it has been confirmed by the Organizer. Forwarding an electronic ticket or QR code does not automatically complete a valid transfer.
7. Unauthorized resale
Access passes may not be:
resold for commercial gain;
offered through unauthorized ticketing platforms;
included in commercial packages without permission;
used as competition prizes without authorization;
duplicated;
publicly distributed; or
transferred in breach of the applicable conditions.
The Organizer may cancel an access pass obtained or transferred through unauthorized resale.
No refund will be provided where cancellation results from:
fraudulent resale;
unauthorized commercial use;
ticket duplication;
falsification; or
another breach of the Terms and Conditions.
8. Customer cancellation of competition registrations
Competition registrations and case-registration packages are generally non-refundable after payment confirmation.
A competition registration provides access to a defined competition service and may cause the Organizer to:
reserve a submission allocation;
activate the Contestant’s Account;
provide submission-platform access;
begin administrative processing;
allocate technical resources;
review eligibility information; and
prepare the evaluation process.
No refund will generally be issued where the Contestant:
decides not to submit a case;
fails to complete a submission;
misses the submission deadline;
uploads incomplete or incorrect materials;
selects an unsuitable category;
becomes unavailable;
is unable to attend the Event;
does not qualify as a finalist;
receives a lower score than expected;
does not receive an award;
withdraws a submitted case; or
fails to comply with the Competition Rules.
The purchase of a registration grants the right to participate subject to the applicable rules. It does not guarantee that the case will be accepted, evaluated, shortlisted or awarded.
9. Multi-case registration packages
Where the Customer purchases a package allowing several case submissions, the package is treated as a single commercial product unless otherwise stated during checkout.
Unused case allocations within a package:
cannot be exchanged for money;
cannot be partially refunded;
cannot normally be carried forward to another competition edition;
cannot be converted into Event access passes; and
cannot be sold or transferred separately.
Failure to use all included submission allocations does not entitle the Customer to a partial refund.
A package may be transferred to another eligible Contestant only with the Organizer’s prior written approval and only before:
any case has been created or uploaded;
the registration has been linked to an evaluation record; and
the transfer deadline has passed.
10. Incorrect registration package or category
A Contestant who purchases the wrong registration package should contact the Organizer as soon as possible.
Before a case has been submitted, the Organizer may permit:
changing the selected category;
upgrading the registration package;
correcting the registered Contestant;
applying the payment to another eligible registration; or
correcting an obvious registration error.
Where the new service has a higher price, the Contestant must pay the difference.
Where the new service has a lower price, any price difference will be handled according to the conditions communicated by the Organizer. The Organizer is not required to refund the difference where administrative processing or registration access has already begun, except where required by law.
No category change is guaranteed after the submission deadline or after jury evaluation has started.
11. Case withdrawal
A Contestant may request that a submitted case be withdrawn from the competition.
Withdrawing a case does not automatically entitle the Contestant to:
a refund;
a partial refund;
a credit;
a replacement submission; or
a transfer to a future edition.
Where the submission deadline has not passed, the Organizer may permit the Contestant to replace the withdrawn case using the same registration allocation.
Any replacement must:
comply with the Competition Rules;
be completed before the applicable deadline; and
be expressly permitted by the submission platform or Organizer.
12. Rejected or disqualified submissions
No refund will be provided where a case is rejected, removed or disqualified because:
the Contestant is not eligible;
the submission was made in the wrong category;
mandatory information is missing;
the case was submitted after the deadline;
the case contains identifying information where anonymous evaluation is required;
patient data has not been properly anonymized;
the required consents or permissions are missing;
the content is false or misleading;
intellectual-property rights have been infringed;
the submission breaches professional or ethical requirements;
the Contestant attempts to manipulate the evaluation;
the Contestant breaches the Competition Rules; or
another material requirement has not been respected.
Where rejection results exclusively from a technical or administrative error caused by the Organizer and the issue cannot reasonably be corrected, an appropriate remedy may be offered.
The remedy may consist of:
restoring the submission;
allowing a corrected submission;
transferring the registration;
issuing credit; or
providing a full or partial refund.
13. Failure to attend the Event
Failure to attend the Event does not entitle an attendee, Contestant, Team Member, finalist or winner to a refund.
This applies even where non-attendance results from:
travel disruption;
illness;
visa refusal;
transport cancellation;
accommodation issues;
personal emergencies; or
changes to professional commitments.
Where permitted, the Customer may transfer an unused access pass according to Section 6.
Competition evaluation may continue even where the Contestant is unable to attend the Event, subject to the Competition Rules.
14. Event cancellation by the Organizer
If the Organizer cancels the Event and does not provide a replacement event, affected Customers will be entitled to a refund of the amount paid directly to the Organizer for the cancelled service.
The refundable amount may include:
the Event access-pass price;
the competition-registration price, where the competition is also cancelled and the service has not otherwise been substantially provided;
mandatory charges collected by the Organizer; and
additional Event services that can no longer be provided.
The refund will not include amounts paid to independent third parties, such as:
airlines;
railway companies;
hotels;
car-rental providers;
travel agencies;
visa providers;
insurers;
restaurants; or
other external suppliers.
Where only a distinct part of the Event is cancelled, the Organizer may provide a proportionate refund or another appropriate remedy for that part.
15. Event postponement
If the Event is postponed, existing access passes will automatically remain valid for the replacement date unless the Organizer communicates otherwise.
Affected access-pass holders may be offered:
access on the replacement date;
transfer to another person;
credit for another Organizer service; or
a refund of the affected access-pass price.
Where a refund option is offered, the request must be submitted within [14 calendar days] after the postponement notice is sent.
If no refund request is submitted during the communicated period, the access pass will remain valid for the replacement date, subject to mandatory applicable law.
Competition registrations following postponement
A change to the gala or ceremony date does not automatically cancel the competition-registration service where:
the competition continues;
submissions can still be made or evaluated;
jury evaluation remains available;
finalists and winners can still be selected; and
the essential competition service continues to be provided.
The Organizer will communicate separately whether competition registrations are affected and what options are available.
Where the entire competition is postponed before substantive performance has begun, the Organizer may offer:
registration for the replacement edition;
credit;
transfer; or
a refund.
16. Event relocation
If the Event is moved to another venue within the same city or metropolitan area, access passes will generally remain valid and no refund will be due, provided the essential nature and accessibility of the Event are not materially affected.
If the Event is relocated to another city or country, affected access-pass holders will be informed of:
the new location;
the replacement date, where relevant;
the validity of existing access passes; and
the available transfer, credit or refund options.
Minor changes to the entrance, hall, foyer, room or seating configuration do not normally create a refund entitlement.
17. Programme, speaker, jury and partner changes
The Event programme may be updated where reasonably necessary.
Changes involving the following do not normally entitle the Customer to a refund:
speakers;
presenters;
hosts;
jurors;
partners;
sponsors;
programme order;
presentation times;
seating;
stage configuration;
access procedures;
networking activities;
catering selection;
technical presentation format; or
Event branding.
A refund or other remedy may be considered where a change materially alters the essential nature of the purchased service.
The Organizer will determine materiality reasonably and in accordance with applicable law.
18. Force majeure and circumstances outside the Organizer’s control
The Event or competition may be disrupted by circumstances beyond the Organizer’s reasonable control, including:
natural disasters;
severe weather;
fire or flooding;
epidemic or public-health restrictions;
war;
terrorism;
civil unrest;
strikes;
transport-system disruption;
venue closure;
government decisions;
emergency regulations;
major technical failures;
widespread power or internet outages;
failure of an essential supplier; or
safety and security threats.
Where such circumstances occur, the Organizer may:
postpone the Event;
relocate the Event;
change the format;
provide an online or hybrid alternative;
modify the programme;
extend submission deadlines;
suspend services; or
cancel the Event.
The Organizer will communicate the available remedies based on:
the nature of the disruption;
the extent to which services have already been provided;
recoverable amounts;
mandatory legal requirements; and
the practical possibility of rescheduling.
Nothing in this section excludes a refund or remedy required by mandatory law.
19. Duplicate payments
Where the same Order is accidentally paid more than once, the Customer may request a refund of the duplicate transaction.
The request should include:
the Customer’s name;
the e-mail address used for the Order;
the Order number;
the relevant transaction references;
the amount charged; and
reasonable evidence of the duplicate charge.
Once verified, the duplicate amount will be refunded using the original payment method.
A payment is not considered duplicated where the Customer intentionally purchased several separate passes or registrations.
20. Incorrect amount or technical pricing error
Where the Customer is charged an amount different from the total displayed and confirmed during checkout, the Customer should contact the Organizer without undue delay.
If the incorrect charge is confirmed, the Organizer will:
refund the excess amount;
correct the Order;
request payment of any properly disclosed outstanding amount; or
cancel and refund the Order where the error cannot reasonably be corrected.
If an obviously incorrect price is displayed because of a technical or administrative error, the Organizer may cancel the Order and refund the amount paid before providing the service.
21. Payment declined or shown as pending
A payment attempt that is declined does not create a confirmed Order.
Where a transaction is displayed as pending, the Customer should avoid repeatedly submitting payment until the transaction status has been verified.
If the Customer is charged but receives no confirmation, they should contact:
office@ectopicsociety.com
The Organizer will verify the transaction with NETOPIA Payments and confirm whether:
the payment succeeded;
the payment failed;
the payment is pending;
the Order must be manually confirmed; or
the amount must be refunded.
22. How to request a cancellation, transfer or refund
Requests must be sent through:
the online cancellation or contact form available at www.europeandentalawards.com/contact; or
e-mail to office@ectopicsociety.com.
The request should include:
the Customer’s full name;
the Order number;
the e-mail address used for the Order;
the purchased service;
the reason for the request;
whether a cancellation, transfer, correction or refund is requested;
the relevant transaction reference, where available; and
any supporting documents reasonably necessary to assess the request.
Customers must not send:
complete card numbers;
card security codes;
online-banking passwords;
payment-account passwords; or
photographs showing full payment-card details.
Submitting a request does not automatically mean that the request has been accepted.
The Organizer will review the request and communicate the decision using the contact details associated with the Order.
23. Refund method
Approved refunds will normally be issued using the same payment method used for the original transaction.
Card payments processed through NETOPIA Payments will generally be refunded to the card or payment account used for the original transaction.
The Organizer may use another refund method where:
the original payment method is no longer available;
the payment processor cannot technically complete the refund;
the payment was made through another accepted method; or
the Customer and Organizer agree to an alternative method.
The Organizer may request information necessary to verify the Customer and safely complete the refund.
Refunds will not be made to an unrelated third party without appropriate verification.
24. Refund processing time
Approved refunds will be initiated without undue delay and normally within 14 calendar days after the refund has been approved.
After the Organizer initiates the refund, the time required for the amount to appear in the Customer’s account depends on:
NETOPIA Payments;
the card network;
the issuing bank;
the payment method; and
banking-processing schedules.
The Organizer does not control delays occurring after the refund instruction has been correctly transmitted to the payment processor.
The Customer will receive confirmation once the refund has been initiated or processed.
25. Currency and exchange-rate differences
Refunds will normally be issued in the same currency and for the same eligible nominal amount paid for the refunded service.
Where the Customer’s bank account or payment card operates in another currency, the bank or card provider may apply:
its own exchange rate;
conversion fees;
international transaction fees; or
other banking charges.
The Organizer is not responsible for differences caused solely by:
currency fluctuations;
bank exchange rates;
card-provider charges; or
independent payment-provider fees.
26. Promotional codes and discounted purchases
Where a refund is approved for a service purchased using a discount code, the refund will not exceed the amount actually paid.
Discount codes:
have no cash value;
cannot be refunded in money;
may not be reissued after cancellation;
may expire during the refund process; and
may remain unavailable after a refunded Order.
Where only part of an Order is refunded, the Organizer may recalculate the remaining Order based on the promotional conditions that originally applied.
27. Complimentary access
Complimentary, invitation-based or zero-value access passes have no refundable monetary value.
Where a complimentary pass becomes unavailable because of Event cancellation or another change, the Organizer may offer:
a replacement pass;
access to a rescheduled Event;
another complimentary benefit; or
no replacement, depending on the original invitation conditions.
28. Travel and external expenses
The Organizer is not responsible for reimbursing independent expenses incurred by the Customer, including:
flights;
train tickets;
fuel;
taxis;
car rental;
accommodation;
visa costs;
insurance;
meals;
lost income;
professional leave;
materials prepared for the competition; or
other personal or business expenses.
This applies even where the Customer incurred those expenses in anticipation of attending the Event.
This limitation does not apply where reimbursement is required by mandatory applicable law or where the Organizer has expressly agreed otherwise in writing.
29. Chargebacks and payment disputes
Customers are encouraged to contact the Organizer before initiating a payment dispute or chargeback so that the matter can be investigated and, where appropriate, resolved directly.
A chargeback should not be used to obtain a refund that is not available under:
this Policy;
the Terms and Conditions;
the conditions displayed during purchase; or
applicable law.
The Organizer may provide the payment processor or issuing bank with evidence relating to:
the Order;
acceptance of the applicable terms;
successful payment;
electronic delivery;
account access;
ticket use;
case-submission activity;
communications with the Customer; and
services already provided.
Nothing in this section restricts the Customer’s lawful right to dispute an unauthorized or incorrectly processed payment.
30. Refund abuse and fraud
The Organizer may refuse a voluntary refund, transfer or reissue request where there are reasonable indications of:
fraud;
identity misuse;
unauthorized card use;
repeated abusive refund requests;
ticket duplication;
access-pass resale;
manipulation of the registration system;
false supporting documents; or
an attempt to use the service after receiving a refund.
The Organizer may suspend the relevant Account or access rights while the matter is investigated.
Where fraud or unlawful activity is suspected, information may be provided to:
NETOPIA Payments;
the issuing bank;
law-enforcement authorities;
competent public authorities; or
professional advisers,
where legally permitted or required.
31. Complaints
A Customer who disagrees with a cancellation or refund decision may submit a written complaint to:
E-mail: office@ectopicsociety.com
Address: București, Sector 1, Strada Bratocea, nr.13, CP 012158
The complaint should include:
the Order number;
the initial request;
the response received;
the reason the Customer disagrees;
the requested resolution; and
any relevant supporting information.
The Organizer will review the complaint and respond within a reasonable period and within any mandatory legal deadline.
Customers retain the right to contact the competent consumer-protection or dispute-resolution authority where applicable.
32. Changes to this Policy
The Organizer may update this Policy to reflect:
changes to the Event;
changes to the competition;
changes to payment processing;
operational developments;
legal or regulatory requirements; or
clarification of existing procedures.
The version applicable to an Order will normally be the version accepted when the Order was placed, unless a later change is required by mandatory law or is more favourable to the Customer.
The current version and revision date will be published on the Website.
33. Relationship with other documents
This Policy should be read together with:
the Terms and Conditions;
the Ticket and Access Delivery Policy;
the Privacy Policy;
the Data Protection Policy (GDPR);
the Competition Rules; and
the conditions displayed for the particular service purchased.
Where documents conflict, mandatory applicable law will prevail.
34. Contact
For cancellation, transfer and refund requests, please contact:
Legal name: European Ectopic Association
Legal form: Association
Registered address: București, Sector 1, Strada Bratocea, nr.13, CP 012158
Registration number: 33110298
International tax identification number: RO51253474
E-mail: office@ectopicsociety.com
Telephone: +40745201912
Website: www.europeandentalawards.com