📋 Refunds & Cancellations
What happens to tickets when plans change, and how refunds work on Pie.
If you're a host and you cancel your plan
When you cancel a ticketed plan, all ticket holders are refunded automatically. You don't need to contact support.
Since you've already been paid for those tickets, the refund amounts are deducted from your Stripe balance. You're also responsible for any payment processing fees from the refunds.
If a guest can't attend
Guests can cancel their RSVP from the plan page, but cancelling doesn't automatically refund their ticket. Refunds are only issued automatically when a plan is cancelled.
If a guest asks for a refund, it's up to the host to approve it. Guests should reach out to the host directly.
How hosts approve a refund
Refunds can't be processed in the app. To approve a refund for an attendee:
- Email support@getpie.app.
- Include:
- The attendee's Pie account name or phone number
- Link to the plan
Pie will process the refund to the attendee, and the refund amount is deducted from your Stripe balance. Refunds may take a few business days to appear in the attendee's account.
Fees
Pie's ticketing fees are non-refundable. Hosts are responsible for any payment processing fees from refunds.
Chargebacks and disputed charges
Sometimes an attendee disputes a charge directly with their bank, for example by reporting it as fraud or saying they didn't receive what they paid for. This is called a chargeback.
When an attendee files a chargeback, the disputed amount is deducted from your Stripe balance. You may also be responsible for any chargeback fees Pie is charged.
If your Stripe balance doesn't have enough funds to cover a refund or chargeback, the remaining balance will be debited from your bank account, or Pie may adjust your future payouts to cover it.
Pie Creator Club members: While you have an unpaid balance with Pie, any Pie Creator Club points you earn will be held until the amount due is paid. See How Points Work.
FAQs
Do guests automatically get refunded if the host cancels?
Yes. When a host cancels a ticketed plan, all ticket holders are refunded automatically.
I cancelled my RSVP. Can I get my money back?
Not automatically. Refunds for guests who can't attend are up to the host, so reach out to the host to ask.
How does a host approve a refund?
Email support@getpie.app with the attendee's Pie account name or phone number and the plan details. Pie will process the refund from there.
What happens if my Stripe balance can't cover a refund or chargeback?
The remaining balance will be debited from your bank account, or Pie may adjust your future payouts to cover it. Pie Creator Club members will have any points they earn held until it's paid.
When do hosts get paid?
Within 5 business days after the event ends. See How to Sell Tickets on Pie for more.
Where can I read the full policy?
See Pie's Terms of Service (https://www.getpie.app/terms-of-service) and Fees and Payments Policy (https://www.getpie.app/fees-and-payments).
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