Refunds & Cancellations
We believe in transparency. Here is a clear breakdown of how we handle your money when plans change.
This is our universal policy
The terms below are FacePass’s platform-wide default. Individual events may set their own refund policy (for example, some events are strictly non-refundable), and that event-specific policy takes precedence over this page. Always check the specific event page for the refund & cancellation terms that apply to your ticket before you book.
Event Cancellations
100% GuaranteedIf an event is cancelled, postponed, or significantly changed by the organizer, you are entitled to a full refund of the ticket price and any FacePass technology fees.
No action required. Our system triggers these refunds automatically within 24 hours.
Change of Mind
ConditionalWe understand that plans change. Where an event does not set its own policy, our standard refund window for user-initiated cancellations is:
Many events are non-refundable. Organisers may set stricter terms, and those replace the window below for that event. The binding terms appear on the event page and at checkout before you pay — always check them there.
- 7+ Days before event: 80% Refund
- 48 Hours - 7 Days: 50% Refund
- Less than 48 Hours: No Refund
This window is the default. Some events are non-refundable or set different terms — the policy shown on the event page is the one that applies to your ticket.
The Refund Journey
Request Initiated
Your request is logged and your FacePass ID access for the event is revoked.
Organizer Approval
Our team confirms the cancellation with the venue partner (usually < 12 hours).
Bank Processing
Funds are sent to your original payment method. Visible in 5-7 business days.
Need to dispute a transaction?
If you encountered a technical error at the gate, please reach out to our priority support team.