How do I request a refund?

Most refund requests on StubGuys are processed within 3–5 business days, and approved refunds typically reach your original payment method within 5–10 business days after that. Here's exactly how to request one, what to expect, and what happens if your request is denied.

When you're eligible for a refund

You can request a refund through StubGuys when:

The event date is at least 7 days away from when you submit the request
You have a verifiable reason (medical, schedule conflict, travel cancellation, duplicate purchase)
The ticket has not been transferred to another person
The event hasn't been marked as "non-refundable" by the organizer

Good to know: If the event itself is cancelled by the organizer, you don't need to request a refund — it happens automatically and you'll be notified by email.

How to submit a refund request

Submitting a refund request takes about a minute:

Go to My Tickets from your account menu
Find the ticket you want to refund and tap on it to open the ticket details
Click the Request Refund action in the right-side action rail
Choose a reason from the dropdown — be specific, this helps us process faster
Optionally add a written note with extra context (recommended for medical or travel reasons)
Confirm the refund summary and submit

What you'll see in the refund summary

Before you submit, we'll show you exactly how much you'll be refunded. The total breaks down as:

Ticket price — the full amount you originally paid for the ticket
Service fees — these are non-refundable and will be subtracted
Net refund — what you'll actually receive back

Processing times and tracking

Once submitted, your request enters our queue. You can track its status in real time from the Refund Requests page in your account. Here's the typical timeline:

Pending — request received, in our review queue (usually 0–24 hours)
Processing — approved by our team, payment being released (1–3 business days)
Approved & sent — funds released, expect them in 5–10 business days

Heads up: Refunds to credit cards may take longer to appear depending on your bank's processing time. Some banks batch refunds weekly and post them on a fixed day.

If your request is denied

If a refund is denied, you'll get a notification with the specific reason. The most common reasons are:

The event is too close to the date (less than 7 days away)
The event was marked non-refundable by the organizer at purchase
The reason provided doesn't match our refund policy

If you believe a denial was made in error, you can submit a support ticket and our team will review it manually. Include any documentation you have (medical notes, travel cancellations, etc.).

Pro tip: If you can't make it to an event but it's too late for a refund, transferring the ticket to a friend is usually the easier path. Transfers are free and instant — see How do I transfer a ticket?

Still need help?

Our support team handles refund questions Monday–Friday, 9am–6pm. Submit a ticket through Get Help or email support@stubguys.com. Most refund-specific questions get a same-day response.