Refunds & Returns Policy
Last updated: 30/03/2026
1. Who we are
Drena (“we”, “us”), 3 The Quadrant, Warwick Rd, Coventry CV1 2DY, United Kingdom.
Email: muita@drena.com | Phone: +44 7366 822442.
2. What we sell
We sell digital tickets (PDF/QR code via email) on behalf of third‑party organisers (“Organiser”). Drena acts as a ticketing marketplace and is not the producer of the event.
3. Ticket delivery
Delivery is digital and typically immediate after payment confirmation. If you do not receive the email, please check your spam folder or contact support.
4. Age & ID
18+ only. A valid photo ID may be required at entry. Failure to meet age/ID requirements may lead to refused entry with no refund.
5. Transfer & resale
Resale and name transfer are not permitted. Tickets obtained via unauthorised channels may be invalid.
6. Right to cancel & exceptions
While some online purchases include a right to cancel, tickets for leisure services on specific dates/times are generally exempt. Therefore, we do not accept change‑of‑mind returns. Where digital content/services begin immediately and you consent to immediate fulfilment, you may also lose any cancellation right.
7. No‑refund policy (except below)
- No refunds for change of plans, lateness, inability to attend, wrong date selection or similar reasons.
- Service/booking fees are non‑refundable in all scenarios.
8. Cancelled or postponed events
Cancelled: we may provide a partial refund (amount and conditions to be agreed with the Organiser). We will email instructions and deadlines.
Postponed/changed: your ticket remains valid for the new date. Where allowed by the Organiser, a refund option may be offered; conditions are set by the Organiser.
9. Technical issues with the ticket
If your QR code fails or there is a clear issuing error, contact us before the event. We will re‑issue the ticket or seek an appropriate solution.
10. Security & venue rules
Entry may be refused without refund for security reasons, intoxication, abusive behaviour, possession of prohibited items or breach of venue rules.
11. Support
Support: muita@drena.com — typical response within 2 business days (08:00–18:00).