The refund guarantee

Booking something new always carries a little risk. Tenseats absorbs the biggest one for you: if the plan falls through on the organizer's end, you are not the one who eats the cost.

When you are refunded automatically

A guest gets an automatic refund in two situations: the organizer cancels the event, or Tenseats confirms the organizer as a no-show. Either one entitles you to the full amount you paid for the experience, not a percentage and not a fee-adjusted figure.

The refund goes straight back to your original payment method through Stripe, including the platform and Stripe fees. There is no credit or wallet step in between, and no cancellation or refund policy an organizer sets on their own listing can block or shrink a refund tied to either trigger.

You do not have to make a case or dig up proof for either of these. Once one is confirmed, the refund is automatic, and we email you as soon as it is processed. The money lands back on your card on Stripe's standard timing.

If something else goes wrong instead (the wrong menu showed up, the space wasn't what was described, anything short of a cancellation or a confirmed no-show), that's what a case is for. See Getting help.

Changing your own plans

Outside of a cancellation or a confirmed no-show, refunds on a ticket are governed by a window measured in hours before the event starts. By default that window is 72 hours, and organizers can set their own, longer or shorter, so check the event page.

• More than the window before the event: you get everything back except the service fee.
• Inside the window: a refund is the organizer's call, and the service fee is not refundable.

To ask, use Request a refund on your order, or message the organizer from their profile.

Venue bookings

Venue rentals work a little differently. The rental fee and the deposit each have their own refund window, 48 hours by default, and the space's cancellation policy (flexible, moderate, or strict) sits on top. You see the policy before you confirm, and everything except the platform fee comes back within the window.

About the service fee

The service fee is the small fee you pay on top of the ticket price, and it is how organizers keep every dollar of that ticket price. It is not refundable when you change your own plans, and it always comes back when an organizer cancels on you.