Effective Date: July 29, 2025
TOM Convention ("we," "us," or "our") aims to provide a fair refund process for ticket purchases, merchandise, and related services while preventing abuse. This Refund Policy applies to all transactions processed via Stripe and is designed to comply with Stripe's guidelines, which emphasize clear, upfront communication of refund terms to minimize disputes and chargebacks. By purchasing tickets or merchandise, you agree to these terms.
1. General Terms
- All ticket sales are final and non-refundable except as outlined below or required by applicable law.
- Refunds, when issued, will be processed to your original payment method via Stripe and may take 5-10 business days to appear on your statement.
- Original Stripe processing fees are non-refundable in all cases.
2. Attendee-Initiated Cancellations
- Cancellations more than 30 days before the event start date: Full refund minus a $25 administrative fee to cover processing costs.
- Cancellations 30 days or fewer before the event start date: Full refund minus a $50 administrative fee.
- No refunds for cancellations within 7 days of the event, no-shows, or after the event has occurred.
- Exceptions may be made on a case-by-case basis for documented emergencies, such as medical emergencies or military deployment (documentation required).
- To request a refund, email hello@tomconvention.com with your order details, reason for request, and supporting documentation (if applicable). We reserve the right to deny requests that appear abusive.
3. Event Cancellation or Postponement
- If we cancel the event, you will receive a full refund minus processing fees.
- For postponements or significant changes (e.g., venue, date, or programming), you may request a full refund within 14 days of our notification.
4. Transfer Policy
If you cannot attend, you may transfer your ticket to another person by contacting us at least 7 days before the event. Transfer fees may apply.
5. Merchandise Refund Policy
Since merchandise is printed on demand, all sales are final and non-refundable, except in cases of defects, damage upon arrival, or incorrect items shipped. To request a refund or exchange for merchandise, contact us within 14 days of receipt with proof of purchase and photos of the issue. Approved refunds or exchanges will be processed within 5-10 business days, minus any shipping costs.
6. Disputes and Chargebacks
Initiating a chargeback without first contacting us may result in additional fees or restrictions on future purchases. We provide evidence of this policy in disputes to comply with Stripe's practices.
7. Changes to This Policy
We may update this policy periodically. Changes will be posted here with the updated effective date.
Contact Us
For refund requests or questions, email hello@tomconvention.com.