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 the money coming back out of 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 5 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 actually work — please read this part

There is no instant refund button, and a refund is never automatic.

Every refund on MrStubs is a request that a person reviews and then issues by hand. Here is the whole sequence, with nothing left out:

1. You ask. You submit a refund request through the event's stated process, or you contact the Organizer, or you contact us at [email protected] (Section 6).
2. We log it and route it. Our system records your request and notifies the Organizer. Our system does not move any money at this step, and it never will — the MrStubs application has read-only access to payments by design.
3. A person decides. The Organizer, applying that event's refund policy and the mandatory situations in Section 5, decides whether to refund.
4. A person issues it. If the refund is approved, it is issued by hand through the payment processor, out of the Organizer's connected payment account, back to the card or payment method you originally used. We cannot refund you to a different card or by any other method.
5. You get a confirmation, and the ticket is voided.

Why we built it this way, in one sentence: money should not leave an account because software decided it should, so a human reviews every refund before it is issued.

When a refund is issued, any staff or seller commission tied to that sale is reversed, and a released seat is offered to the event's waitlist.

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

Stripe is the payment processor today. Other processors, such as Square or PayPal, are not currently available; if we add one, refunds will work the same way.

4. How long a refund takes

• Review: the Organizer should respond to your request within the time stated in the event's refund policy, and in any case within a reasonable time.
• Issuing: once approved, a refund is issued by hand, normally within 3 business days.
• Reaching your bank: after it is issued, your payment processor and card issuer typically take 5 to 10 business days to put the money back on your card. That part is outside our control and outside the Organizer's.

If more than 10 business days have passed since we told you a refund was issued and you still do not see it, email [email protected] with your order number and we will trace it.

5. 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.

6. How to request a refund

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

If you cannot reach the Organizer, or the process is not working, email [email protected] with:

• the name on the order,
• the event,
• the date and amount, and
• your order number (it is on your confirmation email).

7. If the Organizer does not respond — the MrStubs backstop

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, may step in to help settle it.

MrStubs does not hold ticket funds and cannot guarantee a refund the Organizer is obligated to pay. We will tell you honestly if that is where a request has landed rather than leave you waiting.

8. Chargebacks

If you believe a charge is wrong, contact the Organizer and MrStubs first — a refund is usually faster than a chargeback, and we can often resolve a problem the same day.

You always have the right to dispute a charge with your card issuer. Because the Organizer is the merchant of record, a chargeback is handled by your card company directly against the Organizer's payment account , not against MrStubs.

9. Taxes on a refund

If an Organizer added a tax line to your ticket, that tax was charged on the Organizer's account along with the ticket price. MrStubs does not collect or hold any tax on ticket sales, so any refund of tax comes from the Organizer as part of the refund of your purchase. Tax questions about a specific event go to that Organizer.

10. Gift cards, credits, and promotional discounts

Where a purchase was made in whole or in part with a gift card, account credit, or a promotional discount, a refund returns value the same way it was paid: the discounted amount you actually paid goes back to your payment method, and gift-card or credit value goes back as gift-card or credit value. A promotional discount itself has no cash value and is not refunded as money.

11. Donations through MrsTubs Giving

Donations made at donate.mrstubs.com are not covered by this policy. They are covered by the MrsTubs Giving Refund Policy .

The short version, so you are not surprised:

• Your gift goes straight to the organization you chose, into that organization's own account through Stripe. MrsTubs.com never holds your money.
• You can ask for a refund of a donation. Full refunds only right now — we cannot refund part of a gift automatically, so email us and we will review a partial request.
• Email [email protected], or reply to your receipt email, with the name on the gift, the organization, the date and amount, and your receipt number.
• A refund goes back to the same card and normally takes 5 to 10 business days to appear.
• On a refunded gift, MrsTubs returns its own share of the processing fee so the organization is not out of pocket for our part. The card processor's own fee is not returned. This never comes out of your refund — you get your full donation back.
• A refunded donation is not tax-deductible. If you already received a receipt showing a deductible gift, that receipt no longer reflects a completed donation, and we send a refund confirmation you should keep with your tax records.

The MrsTubs Giving documents control on a donation. Where this summary and that policy disagree, that policy wins.

12. Questions

Event and refund questions: contact the Organizer through your order confirmation. Platform or technical issues: [email protected]. A real person will answer.