Refund Policy

We want every viewing experience to be as smooth and enjoyable as possible. This policy exists not to create barriers, but to give you clarity — so you know exactly what to expect when you purchase content on our platform, and what we will do if something goes wrong.

1. Concert & PPV Purchases

Due to the digital nature of our content, all concert and PPV purchases are final and non-refundable once an access code has been issued and delivered to your email.

Refunds may be considered in the following exceptional circumstances:

• Technical failure on our platform that prevents you from accessing purchased content
• Duplicate accidental purchase of the same concert made within 24 hours
• Event cancellation by the artist or organiser before the scheduled event date

When We Are Unable to Offer a Refund

There are circumstances outside our control where a refund cannot be applied. These include:

• Force majeure events — natural disasters, acts of God, government restrictions, power outages or any other event beyond our reasonable control
• Internet service provider outages, connectivity issues or network failures on the viewer's end — we recommend testing your connection before purchasing access to a live event
• Inability to access content due to the viewer's own device, browser or software incompatibility
• Missed live events where the viewer did not connect during the broadcast window
• Change of mind after purchase

What We Will Do Instead

Where a refund does not apply, we will always seek to provide an alternative remedy. This is not optional — it is our commitment to you as a member of our audience. Depending on the nature and extent of the inconvenience, this may include:

• Expedited access to the event VOD recording — your existing access code remains valid for replay once the recording is published
• Discount codes or complimentary access codes toward future events or series content
• Access to curated titles from our catalog relevant to your original purchase
• A combination of the above

We will contact you proactively where we are aware of an issue affecting your access. You do not need to chase us.

2. Subscriptions

Subscription payments are non-refundable. You may cancel at any time from your account page and will retain access until the end of your current billing period. No partial refunds are issued for unused subscription time.

3. Event Cancellations

If a scheduled live event is cancelled by the artist or organiser before the event date, all purchasers will receive a full refund or credit toward another event — your choice. We will notify you by email within 48 hours of a confirmed cancellation.

If an event is delayed rather than cancelled, your access code remains valid and no refund is required. We will communicate any delay by email and on the event page as soon as we are aware.

4. Technical Issues

If you experience difficulty accessing content you have purchased, please contact us within 48 hours of the event. Where the fault lies with our platform, a remedy will always be provided. We do not consider this discretionary — if we caused the problem, we will fix it.

5. Donations

Donations are non-refundable as they are disbursed to the relevant artist or fund upon receipt. We encourage you to donate only what you intend to give.

6. In-Person Tickets

Refund eligibility for in-person tickets is set per event and displayed at the time of purchase. The standard refund window is 48 hours before the event start time. Tickets are non-transferable unless otherwise stated at the time of purchase.

7. How to Request a Refund or Remedy

If you believe you are entitled to a refund or remedy under this policy:

• Visit our support page and submit your request with your order reference number
• Include a brief description of the issue and any relevant details
• Requests must be submitted within 7 days of the original purchase date
• We aim to respond within 2 business days
• Approved refunds are processed via the original payment method within 5-10 business days

8. Our Promise

We are a small, Caribbean-owned company and every purchase matters to us — not just as a transaction, but as a relationship. If something goes wrong, we will listen, we will respond, and we will seek a fair outcome.

Thank you for being part of our audience.

Support page  ·  info@scmedialtd.com  ·  SCMedia Ltd, Port of Spain, Trinidad & Tobago