Refund Policy

Last updated: April 6, 2026

1. General Policy

ALL TICKET SALES ON FAN.TICKETS ARE FINAL AND NON-REFUNDABLE. Tickets and merchandise purchased through the Platform are non-refundable except as specifically described in this policy or as required by applicable law. By completing a purchase, you acknowledge and agree that you have reviewed this refund policy and understand that no refunds will be issued except in the limited circumstances described below. This policy is incorporated into our Terms of Service by reference.

2. Circumstances That Do Not Qualify for a Refund

The following circumstances do NOT entitle you to a refund, and refund requests based on these circumstances will be declined:

• Change of mind or buyer's remorse — You decided you no longer want to attend, found a better price elsewhere, or simply changed your mind after purchasing
• Inability to attend — Schedule conflicts, travel issues, illness, personal emergencies, or any other reason you cannot attend the event
• Weather conditions — Rain, cold, heat, or other weather conditions that do not cause the Event Partner to cancel the event. If the event proceeds as scheduled, no refund is owed regardless of weather
• Partial performance or early termination — If an event begins but is cut short, ends early, or is partially performed for any reason (including weather, technical issues, or curfew), no refund is owed for the portion not performed
• Dissatisfaction with the event — Subjective dissatisfaction with the event quality, sound, venue conditions, crowd, or overall experience
• Denial of entry — You are denied entry or removed from the event due to violation of venue rules, Event Partner terms, applicable law, or your own conduct (including intoxication, possession of prohibited items, or disruptive behavior)
• Age restrictions or ID requirements — You fail to meet age, ID, or documentation requirements imposed by the Event Partner or venue
• Duplicate purchases — Accidental duplicate orders will not be refunded unless reported within 24 hours of purchase by contacting main@musicbymasses.com

3. Cancelled Events

If an event is cancelled by the Event Partner and not rescheduled, you may be eligible for a refund of the ticket face value to your original payment method. Refund eligibility and amount are determined by the Event Partner, not by fan.tickets.

Important: fan.tickets acts solely as a ticketing agent. All ticket payments are processed through Stripe Connect and remitted directly to the Event Partner (organizer, promoter, or venue). fan.tickets does not hold, pool, or retain ticket revenue at any time. Accordingly, our ability to issue refunds for cancelled events is entirely contingent upon and limited to the funds actually returned to us by the Event Partner. If the Event Partner is unable or unwilling to return funds, fan.tickets has no obligation to issue a refund from its own funds. In such cases, the Event Partner — not fan.tickets — is solely liable for your refund, and your claim must be directed to the Event Partner.

Where Event Partner funds are available, we will make commercially reasonable efforts to process refunds within 5–10 business days of the cancellation announcement. If you have not received your refund within 15 business days, please contact us at main@musicbymasses.com.

4. Service and Platform Fees

All service fees, platform fees, and payment processing fees are non-refundable under all circumstances, except in the case of a full event cancellation where the Event Partner has returned funds as described in Section 3. In the event of a partial refund or Event Partner-approved refund for rescheduled events, service and platform fees will not be refunded.

5. Postponed or Rescheduled Events

If an event is postponed or rescheduled, your ticket remains valid for the new date. If you are unable to attend the rescheduled event, you may request a refund by contacting main@musicbymasses.com at least 48 hours before the new event date. Refund requests submitted after this deadline may be declined.

Refund availability for rescheduled events is at the sole discretion of the Event Partner (venue or organizer). We will communicate the Event Partner's refund decision to you promptly.

6. Event Proximity Policy

Refund requests for events occurring within 48 hours of the request may be declined at our discretion, except in the case of event cancellation (Section 3) or as required by applicable law. We encourage you to review your purchase carefully at the time of checkout.

7. Merchandise

All merchandise sales are final. However, if you receive a damaged or defective item, you may request an exchange within 14 days of delivery. To request an exchange, contact main@musicbymasses.com with:

• Your order number
• A description of the issue
• Photo evidence of the damage or defect

Upon approval of your exchange request, we will provide instructions for returning the defective item. You are responsible for return shipping costs unless the damage or defect was caused by a shipping error on our part. The defective item must be returned in its current condition before the replacement is shipped. Exchanges are subject to product availability — if the original item is out of stock, we will offer a comparable replacement or, at our discretion, a refund to your original payment method.

We do not offer cash refunds for merchandise except in cases where an exchange cannot be fulfilled as described above, or as required by applicable law.

8. Lineup and Opening Act Changes

Changes to event lineups, opening acts, supporting performers, or event programming do not entitle ticket holders to a refund. Event Partners reserve the right to modify event details, and such modifications do not constitute an event cancellation.

9. Transferred Tickets

Recipients of transferred tickets are not eligible for refunds. Only the original purchaser may request a refund in circumstances where one is permitted under this policy. Refunds for transferred tickets, where permitted, will be issued to the original purchaser's payment method.

10. Disputes and Chargebacks

If you believe a charge is incorrect or unauthorized, please contact us at main@musicbymasses.com before initiating a dispute with your bank or credit card company. We are committed to resolving valid billing concerns promptly, typically within 3–5 business days.

We ask that you give us the opportunity to resolve the issue directly, as chargebacks can take significantly longer to process and may result in temporary account suspension while the dispute is investigated.

Fraudulent or abusive chargebacks. A chargeback filed for a valid purchase where a refund is not permitted under this policy constitutes a breach of these Terms. Filing a chargeback does not relieve you of your payment obligation. If a chargeback is filed for a valid purchase, we reserve the right to: (a) permanently suspend your account; (b) cancel any outstanding tickets or orders associated with your account; (c) pursue recovery of the disputed amount plus any chargeback fees, administrative costs, and collection costs incurred; and (d) report the activity to fraud prevention databases. We will contest all chargebacks that we believe are not legitimate and will provide the payment processor with evidence of the valid transaction, including your agreement to this refund policy at the time of purchase.

Nothing in this policy limits your rights under applicable federal or state consumer protection laws, including your right to dispute unauthorized charges under the Fair Credit Billing Act (15 U.S.C. § 1666) and Regulation Z.

11. How Refunds Are Processed

Approved refunds are issued to the original payment method used at the time of purchase. Please allow 5–10 business days for the refund to appear on your statement, depending on your financial institution's processing times. We are unable to issue refunds to a payment method different from the one used for the original purchase.

You will receive an email or SMS confirmation when your refund has been initiated. If you have not received your refund within 10 business days of our confirmation, please contact your financial institution first, then reach out to us if the issue persists.

12. Force Majeure Events

If an event is cancelled, postponed, or materially altered due to circumstances beyond the reasonable control of the Event Partner or Music By Masses LLC — including but not limited to acts of God, natural disasters, pandemics, government orders, severe weather, terrorism, civil unrest, labor disputes, power or internet failures, or venue emergencies — refund availability and timing will be determined on a case-by-case basis in consultation with the Event Partner. We will make commercially reasonable efforts to process eligible refunds but cannot guarantee refunds where Event Partner funds are unavailable or where the event is rescheduled.

13. Promotional Codes and Discounts

If a refund is issued for a purchase made with a promotional code, discount, or credit, the refund will be limited to the amount actually charged to your payment method. Promotional codes, discounts, and credits applied to the original purchase are non-refundable and will not be reinstated unless required by applicable law.

14. Applicable Law

Nothing in this refund policy is intended to limit or waive any rights you may have under applicable consumer protection laws, including the Colorado Consumer Protection Act (C.R.S. § 6-1-101 et seq.), the California Consumer Legal Remedies Act, or any other applicable federal or state law. To the extent any provision of this policy conflicts with applicable law, the applicable law shall prevail.

15. Contact

For refund questions, to report a billing error, or to request a permitted refund, contact us at: main@musicbymasses.com

Please include your order number and the phone number associated with your account so we can locate your purchase quickly.