---
title: Asking for a refund or a change
description: Refunds on Stage Stubs are decided by the show's organiser. Here's how to ask for one from My Orders, how long it takes, and what happens if a show is cancelled.
---

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1. [Knowledge Base Stage Stubs](https://help.stagestubs.com/en?hsLang=en)
2. [Buyers](https://help.stagestubs.com/en/buyers?hsLang=en)

October 28, 2026

# Asking for a refund or a change

## Plans change, we understand. Here's how to ask the organiser, and what happens next.

**Quick answer:** On Stage Stubs, refunds are decided by the organiser of the show, as the ticket money goes to them. To ask for one, go to My Orders, open the order, click Request Refund, choose the tickets and give a reason. If the organiser agrees, the money usually reaches you within 5 to 10 working days. If a show is cancelled, refunds happen automatically.

When you buy tickets on Stage Stubs, the money goes to the school, group or company putting on the show. That means they're the ones who decide on refunds, not us. Most organisers are very understanding, so it's always worth asking.

### Asking for a refund

1. Sign in and go to **My Orders**. (Booked without an account? Use **Email me a sign-in link** on the sign-in page to get in.)
2. Click **View** next to the order.
3. Click **Request Refund**.
4. Tick the tickets you'd like refunded. You don't have to refund the whole order.
5. In the **Reason** box, let the organiser know what's happened. A short, clear reason really helps them decide.
6. Click **Request Refund**.

You'll see a message saying your request has been sent, and the organiser will take a look.

![The Request Refund page on a phone, with two tickets ticked and a reason for the organiser](https://help.stagestubs.com/hs-fs/hubfs/refund-1.png?width=670&height=1282&name=refund-1.png)

### What happens next

If the organiser agrees, you'll get a "Refund Confirmation" email with a refund receipt. The money usually reaches your account within 5 to 10 working days, depending on your bank.

If they're not able to refund you, we'll email to let you know. The booking fee isn't usually refunded, though the organiser can choose to include it.

### If the show is cancelled

You don't need to do a thing. We'll email you to let you know, and if the organiser is refunding tickets, your money comes back to you automatically.

### Swapping your tickets

Need a different date, or would you like to move seats? Get in touch with the organiser directly and give them:

- your full name and the email address you booked with
- your order number (it's in your booking email)
- which tickets you'd like to change, and what you'd like instead (for seats, the row and seat numbers you'd like, if they're free).

The organiser passes your request on to our team, who'll make the change. You'll get an email with your new tickets, and your old ones will stop working.

### Good to know

You can only have one refund request open for each order at a time, and free tickets can't be refunded. Remember, refunds aren't guaranteed, as the organiser makes the final decision.

### Common questions

**What is Stage Stubs' refund policy?** Each organiser sets their own. Stage Stubs passes your request to them, and they decide.

**Is the booking fee refunded?** Not usually, but the organiser can choose to include it.

**How long does a refund take?** Usually 5 to 10 working days once the organiser approves it, depending on your bank.

**Can I swap my tickets for another date?** Ask the organiser. They'll pass your request to our team.

**Related guides:** [Finding and downloading your tickets](https://help.stagestubs.com/en/how-to-download-your-tickets?hsLang=en) · [Ticket booking fee explained](https://help.stagestubs.com/en/ticket-booking-fee-explained?hsLang=en)

Need a hand? Email us at hello@stagestubs.com and we'll be happy to help.

- [Organisers](https://help.stagestubs.com/en/organisers?hsLang=en#main-content)

    - [Setting up events](https://help.stagestubs.com/en/organisers?hsLang=en#setting-up-events)
    - [Show day](https://help.stagestubs.com/en/organisers?hsLang=en#show-day)
    - [Money and promotion](https://help.stagestubs.com/en/organisers?hsLang=en#money-and-promotion)
- [Buyers](https://help.stagestubs.com/en/buyers?hsLang=en)

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