1. Event-specific refund terms
The organizer identified on the event page supplies the event and sets its refund, cancellation, rescheduling and transfer terms, subject to applicable law. Read those terms before buying. StubJoy provides ticketing technology and refund tools; this policy does not establish a blanket no-refund rule or replace mandatory consumer rights.
2. Requesting a refund
Contact the organizer using the event page or order confirmation. Include the order reference, purchaser email, event and reason for the request. Do not send full card details. If you cannot reach the organizer or need help with a technical payment issue, contact StubJoy at support@stubjoy.com so we can investigate the platform issue or help route your request.
Eligibility, deadlines, partial refunds and supporting information depend on the event’s disclosed terms and applicable law. StubJoy support cannot promise approval on an organizer’s behalf.
3. Cancellations, postponements and changes
The organizer is responsible for communicating a cancellation, postponement or material event change and explaining available options. Organizers must refund orders for canceled events. Refunds issued because an event is canceled or postponed must include the full amount paid for the affected purchase, including buyer-paid ticketing fees and applicable taxes. For postponements, the organizer must explain the replacement-date and refund options. Do not assume tickets automatically transfer to another date; follow the organizer’s instructions. Statutory rights apply even if an event policy states otherwise.
4. Refund amounts, fees and timing
An approved refund may cover all or part of an order. StubJoy service fees and payment-processing fees (together, ticketing fees) are generally nonrefundable for full or partial refunds, whether passed to the buyer or included in the ticket price and absorbed by the organizer. For ordinary refunds, ticketing fees are retained and the organizer must clearly state the refundable ticket amount and applicable taxes. This treatment must be disclosed before purchase.
Exceptions: refunds for canceled or postponed events include the full amount paid for the affected purchase, including buyer-paid ticketing fees. A duplicate charge made in error is refunded in full, including ticketing fees, when the buyer requests the refund within 7 days of purchase. StubJoy returns its service fee associated with these qualifying refunds, including where the organizer absorbed that fee. Applicable law may require additional refunds or different treatment; the 7-day duplicate-charge exception does not limit statutory rights or payment-provider dispute rights.
Stripe generally does not return its original processing fee. For qualifying full refunds, the organizer is responsible for funding any unrecovered Stripe processing cost so the buyer receives the full amount owed. Refunding the buyer and returning StubJoy’s service fee are separate steps; contact support@stubjoy.com for help coordinating fee refunds.
Card refunds are processed through Stripe to the original payment method where supported. Posting time depends on the payment provider and bank; an approval does not mean funds appear immediately. Cash sales must be resolved with the organizer. A refunded ticket or benefit may no longer be valid for entry or redemption, depending on the refund’s scope.
5. Duplicate charges and payment disputes
Report suspected duplicate or incorrect charges promptly to the organizer and contact StubJoy for checkout errors. Keep your order confirmation and any correspondence. Contact your payment provider about unauthorized payments or its dispute process. This policy does not limit your rights to dispute a charge or obtain remedies under applicable law.
6. Missed events and transfers
Refunds for missed arrival times, no-shows, unused benefits or changes of plans depend on the organizer’s disclosed terms and applicable law. Transfers, name changes and resale are allowed only where the organizer permits them. Contact the organizer before sharing or transferring a ticket to avoid entry problems.