Refund policy

Last updated: August 14, 2026

All sales are final. That is stated on the purchase screen before you pay, and it is part of our Terms of Service. A pass is good at one venue, on the night you buy it, until 6:00am in the venue's local time, and it is spent the moment the door scans it.

What is never refundable

• A pass you bought and did not use, for any reason, including a short line, a change of plans, or arriving after close.
• A pass that expired at 6:00am.
• Being refused at the door while the venue was open and honoring passes: failed ID or age check, dress code, intoxication, conduct, or a capacity or fire code hold. Admission is always the venue's decision, and a pass is not a guarantee of entry.
• A pass voided for resale, duplication, forgery, or fraud.

What we refund, promptly and in full

These are the cases where the failure was ours or the venue's:

• The venue closed early or did not open.
• The venue refused to honor your valid, unexpired pass while it was open and admitting patrons.
• You were charged more than once for the same purchase.
• A technical failure on our side kept a valid pass from working at the door.

Refunds in these cases are for the full amount you paid on the refunded passes, service fee included.

We may also issue goodwill refunds case by case. Doing so once does not create an obligation to do so again, and the lists above remain the policy.

How to ask

Email support@frontzi.app (or just reply to your pass email) within 7 days of the night, and include the 8 character code shown under your QR. We check every request against the pass's scan record. Approved refunds go back to the card you paid with; banks typically post them within 5 to 10 business days.

Before you dispute a charge

Contact us first. We resolve the cases above without argument, usually same day. A card dispute filed on a pass that was scanned at the door, or that this policy plainly makes non-refundable, may be contested with our records, including the time the pass was scanned, and passes connected to abusive disputes may be voided under the Terms.

Pricing

Prices are set by each venue and are always shown before you pay. The total you see includes the venue's pass price and our service fee (currently $2.00 per pass), itemized on the purchase screen. Passes have no cash value and are not gift certificates or stored value.