Refund Policy

When you get your money back, and how. Passap is in testing and this policy is a draft. Last updated 3 November 2026.

In short

A refund is always the whole amount you paid, service fee included.
If you paid but the venue doesn’t confirm your tickets, we refund you automatically.
If the venue cancels a performance you booked, we refund you.
Otherwise, the venue’s rules for your ticket type decide whether, and until when, you can get a refund.

Before you pay

An order you haven’t paid for yet can be cancelled in the app or on passap.co.uk, and its places go back to the venue. If you don’t pay within 15 minutes, the order ends by itself. Nothing is charged either way.

Automatic refunds

You get the whole amount back automatically, with nothing to ask, if you paid but the venue:

refused the booking;
didn’t answer for a day;
had already given your places back, because the payment arrived after the 15-minute hold or after you cancelled the order.

No tickets are delivered for such an order.

If the venue cancels

If the venue cancels a performance or session after your tickets were issued, the tickets stop being valid, we tell you, and our support team refunds the whole amount.

Asking for a refund

Each venue decides, for each ticket type, whether its tickets can be refunded: never, or until a set time before the visit or performance starts (for some city passes, until first use). The rules in force when you bought apply to your order; later changes don’t affect it.

If your order can be refunded, you can ask for it in the Passap app, from the order. A refund covers the whole order; refunding only some of its tickets isn’t possible yet. A refund isn’t possible:

if a ticket type in the order isn’t refundable;
after the deadline (the earliest one of the order’s tickets);
if a ticket was given to a friend who accepted it;
if the venue says a ticket was already used or the performance has begun.

We ask the venue to cancel the booking, then refund you. If the venue doesn’t answer at once, we keep your request and finish it as soon as it does. On passap.co.uk, or if something isn’t right, write to [email protected] with your order details and we’ll help.

Orders our team settles

Rarely, a paid booking can’t be settled automatically. Our support team then settles it with you: it confirms the tickets, refunds you, or agrees something else with you. The order says so while this happens.

How the money comes back

Refunds go back to the card, Apple Pay or Google Pay you paid with. We send a notification when the refund is on its way; cards usually show it within 5–10 days. If the payment provider refuses a refund, our support team completes it by hand. Free tickets have nothing to refund.

Passap Premium

Premium is an App Store subscription, so Apple handles its refunds. Ask Apple at reportaproblem.apple.com.

Contact

Write to [email protected] with the place and date of the visit. These terms sit alongside the Terms of Use and the Delivery Terms.