Refund, Cancellation, Substitution and Event Changes Policy
Version 1.1 · Effective 22 June 2026 · English
Version 1.1 | Effective 22 June 2026
1. Scope
This Policy applies to tickets sold directly by Tucana Global, S.L.U. for PAWorld, PAWorld365 and People Analytics World events, unless the Event page and final checkout clearly state a different flexible-ticket or cancellation rule before purchase.
This Policy forms part of the Event Registration Terms. Mandatory consumer rights prevail where they provide greater protection.
A "Business Day" is Monday to Friday, excluding public holidays in Madrid, Spain. All cancellation periods are calculated by reference to the scheduled local start time of the Event.
2. How to request a cancellation, substitution or refund
Send the request to support@peopleanalyticsworld.com and include:
- the order number;
- the Event name;
- the Customer's name and email address;
- the current Attendee's name; and
- the cancellation, substitution or other action requested.
The effective request time is when Tucana receives the email. Tucana may ask for reasonable information to verify the Customer, payment or authority to change the order.
3. Customer cancellation - default refund scale
| Valid cancellation request received | Refund of the affected ticket amount |
|---|---|
| More than 60 calendar days before the Event starts | 80% |
| 31 to 60 calendar days before the Event starts | 50% |
| 30 calendar days or fewer before the Event starts | No refund |
The refund is calculated on the amount actually paid to Tucana for the affected ticket after discounts, including tax attributable to the refundable amount. A separately priced optional item that has already been supplied, used or was clearly sold as non-refundable is not included unless mandatory law requires otherwise.
A ticket-specific rule labelled "flexible", "non-refundable" or similar applies only if it was displayed clearly on the Event page and checkout before purchase.
4. Statutory withdrawal rights
Tickets are for Event services provided on a specified date or during a specified period. Where applicable law treats the Event as a dated service within an exception for leisure-related activities, the usual 14-day distance-contract withdrawal right does not apply.
If the exception does not apply to a particular Consumer or Event, the Consumer retains any mandatory withdrawal right. To exercise it, the Consumer may send a clear statement to support@peopleanalyticsworld.com before the applicable deadline. The Consumer does not have to use a prescribed form.
Where a service begins during a mandatory withdrawal period at the Consumer's express request, Tucana may charge a proportionate amount for service supplied before withdrawal. If the service is fully performed following the Consumer's express request and acknowledgement, the withdrawal right may end in accordance with applicable law.
5. No-shows, illness, visas and travel problems
A no-show, late arrival, inability to travel, illness, visa refusal, employment change, schedule conflict, transport disruption affecting the Attendee, or failure to meet entry requirements does not create a refund or credit right outside section 3, unless mandatory law requires otherwise.
The Customer may instead use the substitution option in section 6. Tucana recommends flexible travel and accommodation bookings and suitable travel insurance.
6. Attendee substitutions
The Customer may replace a named Attendee with another eligible Attendee without charge by sending complete replacement details at least two Business Days before the Event starts.
After that deadline, Tucana will make reasonable efforts to process a replacement but cannot guarantee that badges, access permissions, dietary arrangements, meeting schedules, event-app profiles or attendance certificates can be updated.
The replacement Attendee must:
- qualify for the relevant ticket category;
- receive and accept the Terms and Conditions, including their participation and conduct provisions;
- receive the Privacy Notice; and
- provide any information reasonably required for access, safety and Event administration.
A substitution changes the Attendee but not the Customer responsible for payment or the order.
7. Transfers to another Event and resale
A ticket is valid only for the Event identified in the order confirmation. Moving the value to a different Event requires Tucana's written approval and may be subject to price differences, tax adjustments, capacity and eligibility. Tucana is not obliged to approve such a transfer.
A ticket must not be copied, auctioned, resold above the price paid, used in an unauthorised promotion or transferred through an unofficial marketplace, except to the extent mandatory law permits. The named-Attendee substitution process is the normal method of transferring attendance.
8. If Tucana cancels the Event
If Tucana cancels the entire Event and does not provide an agreed replacement, Tucana will refund 100% of the ticket price, applicable tax and mandatory booking charges paid to Tucana for the cancelled Event.
A free, complimentary or fully discounted ticket has no cash refund value. Where an invoice was issued, Tucana may issue a credit note as well as returning the payment.
The refund is the Customer's remedy for the ticket itself, subject to any right or liability that cannot lawfully be limited.
9. If Tucana postpones the Event
If Tucana postpones the Event, the ticket automatically remains valid for the replacement date.
A Customer who cannot attend the replacement date may request a full ticket refund by emailing support@peopleanalyticsworld.com within 14 calendar days after Tucana sends the postponement notice. If no request is received within that period, the ticket remains valid and any later voluntary cancellation is assessed under section 3 using the replacement Event date.
Where a Consumer was not reasonably able to receive or act on the notice, mandatory rights remain unaffected.
10. Material changes
The same 14-day choice between retaining the ticket and receiving a full ticket refund applies where Tucana:
- moves the Event to a different city;
- changes an in-person Event to online-only; or
- substantially reduces the advertised duration of the Event.
The following are not normally material changes: a different venue within the same city or metropolitan area, a session-room change, a reasonable timetable adjustment, a catering variation, or the substitution or cancellation of a speaker, moderator, sponsor, exhibitor or individual session.
Tucana will assess other changes reasonably by reference to the Event's overall nature, duration, location and principal advertised features.
11. Force majeure and partial disruption
The cancellation, postponement and material-change rules above also apply where the cause is beyond Tucana's reasonable control, including severe weather, public-health measures, venue unavailability, transport disruption, industrial action, civil emergency, security threat, governmental restriction, sanctions, utility failure or major technology failure.
If only part of an Event is disrupted, Tucana will consider the scale of the service lost, the part already supplied and any reasonable replacement. A refund or credit is due only where the change is material or mandatory law requires it and may be a fair proportion of the affected ticket price rather than the whole amount.
12. Travel, accommodation and third-party costs
Tucana does not reimburse flights, rail tickets, hotels, visas, insurance, time away from work or other third-party costs when a Customer cancels or when an Event is changed, postponed or cancelled, except to the extent mandatory law requires otherwise.
Customers should avoid non-refundable travel or accommodation arrangements where possible and consider appropriate insurance.
13. Refund method and timing
An approved refund will be made to the original payment method unless that is not reasonably possible or law requires another method.
Tucana will instruct the refund without undue delay and normally within 14 calendar days after approving the request or confirming an Event cancellation. A bank, card scheme or payment provider may need additional time to display the credit. Tucana is not responsible for exchange-rate movements or charges imposed by the Customer's bank or card issuer.
Tucana may refuse to pay a second refund where the same amount has already been returned through a chargeback, card claim or another route.
14. Chargebacks and support
Customers should contact support@peopleanalyticsworld.com before starting a chargeback where reasonably possible. This allows Tucana to identify the order, correct an error and avoid duplicate refunds. It does not restrict a valid statutory or card-scheme right.
Tucana may provide the order record, accepted legal-document versions, access history and correspondence to the payment provider when responding to a chargeback. Tucana may contest an inaccurate, duplicate or abusive chargeback and recover a duplicate refund.
15. Complaints
A complaint about the application of this Policy should be sent to support@peopleanalyticsworld.com. Tucana will respond as soon as reasonably possible and, for consumer complaints, no later than 15 days after receipt.
If a consumer complaint remains unresolved, Tucana's written response will provide the alternative dispute resolution information required by applicable law, including any competent accredited entity and whether Tucana will participate.