MrStubs Refund Policy

1. The Organizer sets and honors the refund policy

MrStubs does not set refund policies and does not hold ticket funds. For every event, the Organizer sets that event's refund policy and is solely responsible for honoring it and for issuing refunds from the Organizer's own connected payment account. When you buy a ticket, you can see the event's specific refund policy on the event page before you complete your purchase.

An Organizer may choose a "no refund / all sales final" policy, but only if it is clearly labeled as such on the event page and it still honors the mandatory-refund situations in Section 4 below (for example, cancellation or a material failure to deliver the event). A refund policy must also be fair, comply with law and card-network rules, and state how, when, and where to request a refund.

2. The MrStubs service fee

The MrStubs service fee is generally non-refundable. The only exception is a refund that results from a MrStubs platform fault — for example, a platform outage, a duplicate charge caused by the platform, or a pricing error caused by the platform. In a platform-fault refund, MrStubs returns its service fee, including a prorated amount on a partial refund. Outside those cases, the service fee stays even when the ticket price is refunded by the Organizer.

3. How refunds are issued

Refunds are issued from the Organizer's connected payment account back to your original payment method. When a refund is issued:

• Any staff or seller commissions associated with the sale are reversed automatically.
• Any released seat is offered to the event's waitlist automatically.

These steps happen identically across every payment processor MrStubs supports (currently Stripe; additional processors such as Square or PayPal may be added later). Refund timing to your bank or card depends on your payment processor and card issuer.

Once a refund is issued, the associated ticket is void and cannot be used for entry.

4. Mandatory refund situations

Regardless of an Organizer's stated policy, an Organizer must offer a refund of the ticket price when, for example:

• the event is canceled and not fully performed;
• the event is postponed without a reasonable rescheduling option;
• promised goods, services, or access are not provided;
• the event is materially different from how it was advertised; or
• attendees cannot safely access the event.

5. How to request a refund

Request a refund through the event's stated process, shown on the event page and in your order confirmation. The Organizer must respond within a reasonable time. Because the Organizer is the seller of record, refund and cancellation questions go to the Organizer first.

6. If the Organizer does not respond — MrStubs backstop role

MrStubs' role in refunds is a limited backstop. If an Organizer fails to respond within the required window, or in cases of fraud, chargeback, policy violation, or legal-compliance need, MrStubs may log the request and escalate it internally and, where appropriate and permitted, facilitate a resolution. MrStubs does not hold ticket funds and cannot guarantee a refund the Organizer is obligated to pay.

7. Chargebacks

If you believe a charge is wrong, contact the Organizer and MrStubs first — a refund is usually faster than a chargeback. Because the Organizer is the merchant of record, chargebacks are resolved against the Organizer's payment account.

8. Questions

Event and refund questions: contact the Organizer through the order confirmation. Platform or technical issues: [email protected].