Refunds and Disputes

## Can I get a refund on a Passes purchase? Purchases on Passes are generally final and non-refundable once they’re completed. This is covered in section 16 of our Terms of Service, which everyone agrees to when they create a Passes account. That said, we don’t treat every request the same way. We look at refund and dispute requests one by one, and if our review shows a refund is warranted, we’ll make it right. ## Start with the Creator Got a question or a problem with something you purchased? Your best first move is to message the Creator directly. This could be an issue with your membership, or a custom content request that hasn’t come through yet. Creators run their own pages and are responsible for managing and fulfilling everything they offer on them. Reaching out to them first is usually the fastest way to get things sorted, and a quick message through the Passes messaging tool is all it takes to get started. ## When to contact Passes support You can contact Passes support if either of these applies: - You messaged the Creator via the direct messaging feature and haven’t heard back after 7 days - You and the Creator talked it through but weren’t able to reach a resolution Once you reach out, our team will take a look. ## When we’ll step in/What we look for We’ll act appropriately when our review shows one of these happened: - Confirmed fraud - Unauthorized access to your account - A technical error on our end - A verified failure to deliver something you paid for through Passes ## How to request a refund You can easily get started with our AI support assistant, Sophie! Go to https://help.passes.com/ and click the chat bubble icon to chat with Sophie. Prefer to speak with a person? Our friendly Passes support team is always happy to help. Feel free to reach out to help@passes.com, and we’ll get right on it!

Refunds and Disputes

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Resources

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