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Refund & Exchange Policies


Refunds
Exchanges or Upgrades
Event Cancellations
Lost Badges & Event Tickets
Contact Info

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Refunds

PRE-REGISTRATION

  • All Indy 2014 refund requests must be made by the cancellation deadline on June 29th, 2014, 11:59 pm (Eastern).
  • Pre-Registration cancellations and refunds will be processed during Gen Con Customer Service hours, Monday-Friday, 9:30 am – 5:00 pm (Pacific), 12:30 pm – 8:00 pm (Eastern). Requests will be processed within five business days.
  • Refund requests received prior to the Pre-Registration deadline (June 29, 2014) will be credited back to the original credit card used for purchase, less any administrative fees.
  • Absolutely no badge cancellation requests will be honored after June 29th, 2014, 11:59 pm (Eastern).
  • All badge refunds are subject to a $10 administrative fee. There are no exceptions.
  • All event and generic ticket refunds are subject to a 5% administrative fee for the total sum of tickets refunded. There are no exceptions. For example, if you have $8.00 in tickets that need to be refunded, the administrative fee would be $0.40.
  • NEW FEATURE: Attendees can now return event tickets to system credit through their Gen Con account! Event tickets returned via this method can ONLY be returned for system credit and are not charged an administrative fee. (System credit is non-refundable, non-transferrable and does not expire.) This is useful when an attendee wants to purchase other tickets immediately for a conflicting event.
  • Generic tickets will only be refunded as a system credit. There is no cash refund on generic tickets. There are no exceptions. (System credit can be used to purchase badges or tickets for any future Gen Con Indy. It is non-transferrable, non-refundable and does not expire.)
  • All refund requests must be made by the purchaser or “purchasee” (the person for whom the badge or tickets were purchased) via email, fax, or mail (see Contact Info below).
  • Refund requests must include the first and last name of the attendee, Gen Con Account number and email address associated with the account. Badge types and Game IDs, along with a description of the items to be refunded is greatly appreciated (i.e. a 4-Day badge and 8 generic tickets, or 3 Saturday badges and 3 True Dungeon tickets, Game ID#________).

ONSITE*

*For onsite refunds, please visit the Customer Service kiosk.

Only event tickets can be refunded onsite.Badges purchased onsite are non-refundable and non-transferable.

  • Ticket refunds will be managed at the Customer Service kiosk and will only be refunded to the person whose name is on the ticket.
  • A valid government- issued photo ID and a Gen Con badge is required to process any type of ticket refund onsite.
  • All refunds will be credited back in the original form of payment.
  • Event-specific ticket refunds must be requested up to 30 minutes prior to the start of the event. For example, if your event starts at 11:30 am, you must request a refund prior to 11:00 am. Refund requests received at 11:10 am would not be honored.
  • All event-specific and generic ticket refunds are subject to a 5% administrative fee for the total sum of tickets refunded. There are no exceptions. For example, if you have $8.00 in tickets that need to be refunded, the administrative fee would be $0.40.
  • Generic tickets will only be refunded as a system credit. There is no cash refund on generic tickets. There are no exceptions. (System credit can be used to purchase badges or tickets for any future Gen Con Indy. It is non-transferrable, non-refundable and does not expire.)
  • The last day to receive a ticket refund is 4:30 pm, Sunday, August 17, 2014, at the Customer Service kiosk.

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Exchanges or Upgrades

PRE-REGISTRATION

  • Exchanges and upgrades will be processed during Gen Con Customer Service hours, Monday – Friday, 9:30 am – 5:00 pm (Pacific), 12:30 pm – 8:00 pm (Eastern). Requests will be processed within three business days.
  • If you want to exchange your 1-Day badge for a 4-Day badge or your 4-Day badge for a 1-Day badge, you must first contact Customer Service (see Contact Info below) to refund your current badge. Then you can purchase the new badge online. Event tickets for non-applicable days will need to be refunded.
  • NEW FEATURE: Attendees can now return event tickets to system credit through their Gen Con account between the start of Event Registration and the end of Pre-Registration! Event tickets returned via this method can ONLY be returned for system credit and are not charged an administrative fee. (System credit is non-refundable, non-transferrable and does not expire.) Remember: if you wish to get a credit card refund for your event tickets, you will need to email Customer Service to process your refund (see Contact Info below). Details are in the “Refunds” section above.
  • Exchange and upgrade requests must be made by June 29th, 2014, 11:59 pm (Eastern). After that date, you will need to wait until you arrive onsite to make any exchanges/upgrades.
  • All refund and exchange requests must be made by the purchaser or “purchasee” (the person for whom the badge or tickets were purchased) via email, fax, or mail (see Contact Info below).
  • If the items needing to be exchanged have already been mailed, we will require the items be returned to our Seattle office before the exchange can be processed.
  • All ticket exchanges are subject to a 5% administrative fee for the total sum of tickets returned. For example, if you have $8.00 in tickets that need to be refunded, the administrative fee would be $0.40.
  • Generic tickets will only be refunded as a system credit. (System credit can be used to purchase badges or tickets for any future Gen Con Indy. It is non-transferrable, non-refundable and does not expire.)
  • After June 29th 11:59 pm (Eastern), 2014, all exchange or upgrade requests must be made at the Customer Service kiosks onsite, starting Wednesday, August 13, 2014.

ONSITE*

*For onsite exchanges, please visit the Customer Service kiosk.

  • Onsite badge and ticket upgrades/exchanges will be managed at the Customer Service kiosk and will only be processed for the person whose name is on the badge or ticket being returned.
  • A valid government-issued photo ID and a Gen Con Indy 2014 badge is required to process any type of badge or ticket exchange onsite.
  • A 1-day badge can be upgraded to a 4-day badge onsite only if the 1-day badge is current. For example, in order to upgrade a Thursday badge to a 4-day badge, it can only be done on Wednesday or Thursday.
  • In order to exchange a current 1-day badge for a different 1-day badge onsite, you must do so a minimum of one day before your badge is valid. For example, to exchange a Friday badge for a Saturday badge, you must do so on Wednesday or Thursday.
  • For onsite event ticket exchanges, please present the ticket for the event you would like to return and provide the Game ID for the event you wish to purchase. Event ticket exchanges must take place up to 30 minutes prior to the start of the event.
  • All ticket exchanges are subject to a 5% administrative fee for the total sum of tickets returned. For example, if you have $8.00 in tickets that need to be refunded, the administrative fee would be $0.40.

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Event Cancellations

If an event has been cancelled, please see the area Hall Captain for further instructions. No refunds will be given for cancelled events without a stamp or signature from the Hall Captain. The last day to receive a ticket refund is 4:30 pm, Sunday, August 18, 2014, at the Customer Service kiosks.



Lost Badges & Event Tickets

We cannot replace lost, stolen, or forgotten badges and/or event tickets. Please be responsible with your convention materials. Lost, stolen, or forgotten items must be repurchased at full cost. It is recommended you check with the Gen Con Show Office in room 112 of the convention center to see if your materials have been turned in to Lost & Found. Gen Con LLC assumes no responsibility for lost, stolen, or forgotten materials.

If your shipment is confirmed to be lost during shipment by the USPS we will replace your convention materials at no cost to you. Please note that we can not replace items that the USPS shows as being delivered.



Contact Info

If you have any inquiries regarding our Refund, Exchange or Cancellation Policies, please call our office at 800-529-3976 x3806 or email us at customerservice(at)gencon.com. Customer Service hours are Monday – Friday, 9:30 am – 5:00 pm (Pacific), 12:30 pm – 8:00 pm (Eastern). All refund or exchange requests must be received in writing (email, fax, or mail). See information above for details on how to request a refund.

During the convention, all inquiries can be made at the Customer Service kiosks onsite.

Gen Con’s mailing address is:
120 Lakeside Avenue, #100
Seattle, WA 98122

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