▸ Refunds
Refunds on Cancelled Shows
If a show cancels, every buyer is refunded the ticket's face value to their original payment method through Stripe; the payment-processing fee is non-refundable. The funds then land on the card network's timeline.
When a Show Cancels
The flow:
- Venue or artist marks the show as Cancelled (or BandPass cancels for force-majeure, license issues, etc.) and we begin issuing buyer refunds.
- Each buyer is refunded the ticket's face value to their original payment method; the payment-processing fee is non-refundable. The money then lands back on their card or bank on the network's timeline (often a few business days).
- Because the refund is issued through Stripe, the buyer's refund confirmation comes from the payment network as soon as it processes.
Why This Works
Because buyer funds stay in the Stripe-held balance from purchase through showtime, refunds go out fast from our end — the money was sitting there waiting to be returned. Other platforms route funds through their own accounts and have to “process” returns over 5-30 days.
Vs. the Industry
Platform
What You Get Back
Ticketmaster
Face value; keeps its service fees
Eventbrite
Face value; keeps fees
DICE
Partial
BandPass
Full face value; only card processing is kept
Who Absorbs the Cost
On a full cancellation, the venue takes the hit on their projected revenue (it's their show that didn't happen), and the buyer's ticket face value is returned. The payment-processing fee is non-refundable, so neither the venue nor BandPass eats Stripe's kept processing on a refund.
No Reserves Required
We don't hold a percentage of your earnings against potential refunds like other platforms do. Cancellation is rare, and face-value refunds come straight out of the Stripe-held balance, so there's no need to make every venue post a 5-10% reserve forever.