As a marketplace for live and online experiences, StubGuys LLC ("StubGuys") requires every Organizer to maintain a fair, clearly posted refund policy. These Requirements are in addition to, and incorporated into, the StubGuys Terms of Service and Merchant Agreement. Capitalized terms have the definitions provided there.
1. Refund Policies and Administration
1.1 Minimum Requirements
Refund policies vary by event type, and you may post your own — so long as it meets all of the following:
- It is posted on the applicable event page before tickets go on sale.
- It honors the platform-standard refund window: Attendees may request refunds up to seven (7) days before the event start. You may offer a longer window, never a shorter one.
- "No refund" language beyond the standard window is permissible but must be clearly identified and must still provide the Specified Refunds in Section 1.2.
- It complies with all applicable laws and card network rules.
- It includes specific instructions for requesting a refund (Attendees can always request directly from their ticket in the app or on the web).
- It is not changed retroactively, unless the change places impacted Attendees in an equal or better position than the policy in place at purchase.
- It commits to a first response within five (5) business days. Note that on StubGuys, refund requests carry a decision deadline shown in your dashboard, and undecided requests auto-approve at the deadline.
- It is otherwise fair and reasonable.
If your policy is not posted or does not meet these minimums, we may (but are not obligated to) apply the platform-standard policy to your event, prospectively or at the time of a dispute, chargeback, or refund request.
1.2 Specified Refunds
Regardless of your posted policy, refunds must be provided for: (a) Cancelled events — full refund including all StubGuys fees, funded by you. (b) Materially changed or rescheduled events — if the date, venue, or headline act changes, tickets remain valid, and Attendees may request a refund for fourteen (14) days from the announcement. (c) Duplicate charges or platform error. (d) Fraudulent or unauthorized purchases. Refunds under (a) and (b) must be initiated by you; as your limited payments agent we are permitted, but not obligated, to initiate refunds in any category on your behalf. You remain solely responsible for all refund obligations.
1.3 Fees and Mechanics
Outside of cancellation (Section 1.2(a)), StubGuys fees are non-refundable. Approved refunds are processed to the original payment method (or, at the Attendee's election, as wallet credit) and returned inventory goes back on sale except within the final 24 hours before the event. Attendees who purchased optional Refund Protection (6% of order, minimum $6.50) may obtain refunds outside your window under the protection terms; protection claims do not draw from your proceeds.
2. No Insurance or Guarantee
These Requirements do not create an obligation for StubGuys to refund Event Proceeds or StubGuys fees from our own funds, and they are not insurance or a guarantee of any Organizer's performance. They exist to set a consistent floor of Attendee protection across the marketplace.