How do I request a refund?

A refund request goes to the organizer of the event, who reviews it under the refund policy posted on the event page. Here is how the request works from your side, what it covers, and what to do if it stalls.

Before you request

Every event shows its refund policy on the event page before you buy. Unless the organizer chose a different window, the platform-standard policy applies:

Standard Refund Policy: Refund requests may be submitted up to 7 days before the event. Approval is determined by the organizer. StubGuys and payment-processing fees are generally nonrefundable unless the event is canceled, materially changed, or otherwise required by law.

Organizers can choose a different request window, review requests case by case, or mark an event non-refundable. Whatever they chose is the policy that applies to your ticket, so check the event page first — the exceptions further down apply either way.

How to submit a request

1. Sign in and open My Tickets.
2. Open the ticket you want refunded and choose Request Refund.
3. Pick a reason from the list and add any context you want the organizer to see.
4. Review the refund summary — it shows exactly what will be returned — then confirm.

One request can be open per order at a time. If the refund window for the event has already closed, the ticket has already been refunded, or a request is already pending, the form tells you so instead of accepting a duplicate.

What is refunded

A refund normally covers:

• The ticket price you paid.
• Organizer add-ons, only when they are refundable and unused.

And normally does not cover:

• StubGuys platform fees.
• Payment-processing fees.
• Used or fulfilled add-ons.
• Donations.
• Shipping or fulfillment costs already incurred.

The summary you confirm before submitting is the amount that will be returned if the request is approved. An organizer may choose to refund more than that, never less.

Cancelled or changed events

These exceptions apply no matter which refund policy the organizer chose:

• The organizer cancels the event — full refund, including ticket price and platform fees.
• The organizer materially changes the date, time, or location.
• StubGuys or the organizer cannot provide the ticket or service.
• A refund is required by law.

Tracking your request

Every request you make is listed on Refund Requests with its current status. The organizer decides first. If they decline, or do not respond within their response window (up to 48 hours, shorter when the event is imminent), the request becomes eligible for escalation and Refund Requests offers you an Escalate action that sends it to StubGuys for review.

Still need help?

If something about a request looks wrong, email us with the order reference from your confirmation email and what happened.