Convention Center Policies
Gen Con Show Policies
Refund & Exchange Policies
On-site Show Information
Here at Gen Con, we’re in the business of having fun. After all, it wouldn’t be The Best Four Days in Gaming if we didn’t all have a great time together! And as every gamer knows, a thorough rulebook is the key to everyone having a good time, so here are our rules for a safe and fun Gen Con. If you have a question about a certain policy or guideline, be sure to read through all of our policies, but if that still doesn’t answer your question, email [email protected]. Game on!
Everyone should observe common sense rules for behavior, personal interaction, courtesy, and respect. Harassing or offensive behavior will not be tolerated. Gen Con reserves the right to revoke, without refund, the membership and badge of any participant not in compliance with this policy.
There is no flyering, postering, or show billing of any kind in or around any of the convention grounds, including the hotels. If caught, you may be asked to leave the convention and have your badge revoked without refund.
Security is provided by a professional security firm and may include off-duty law enforcement personnel, security guards and Gen Con staff. All security personnel serve to ensure the safety and well-being of everyone. Please show them the respect they deserve. Failure to comply with the directives issued by uniformed security and staff may result in immediate expulsion without refund.
Weapons and items that appear to be weapons are not allowed at Gen Con. Self defense, recreational and utility items such as knifes, tasers, pepper spray, BB guns, cap guns, air-soft weapons, paintball guns, water guns, martial arts weaponry, including wooden practice weapons, etc., are not welcome, even if it is lawful to own and carry them in other public places. Off-duty security, law enforcement and military personnel are not allowed to bring their weapons to Gen Con. Items resembling futuristic weapons, fantasy weapons, and non-projectile boffer weapons may be allowed provided they are not handled in a careless, threatening, or destructive manner against persons or property.
Questionable items can be brought to the Information Desk in the convention center during operating hours to be checked for compliance with this policy. Some events may provide exceptions to this policy under strict circumstances defined by that event. Items purchased in the Exhibit Hall which violate this policy must be wrapped and immediately removed from the convention premises.
20th and 21st century uniforms may not be worn as costumes. These include any uniform that can be construed as a military uniform from any country or a uniform worn in an official capacity, such as security guard, police officer, deputy, fire marshal, paramedic, etc. Active duty military personnel are permitted to wear their government-issued uniforms.
Gen Con Event Staff or security personnel may inspect any item or costume, or request that an attendee remove a mask, at any time during the convention. Failure to comply with these policies and/or the instructions of Gen Con Event Staff or security personnel may result in immediate removal from the convention without refund.
If you have any questions about these policies, please contact Gen Con Customer Service before the convention or visit the Information Desk in the convention center during operating hours.
Gen Con reserves the right to clear each room after an event. Attendees will not be allowed to remain in the room for the next event.
Items cannot be stored in event spaces. If found, items may be moved or discarded.
The Gen Con Show Office will serve as the center for lost and found items during the convention. Unclaimed property will be turned over to the convention center security office at the close of the convention. You can help protect your belongings by including identification tags with mobile phone numbers in wallets, purses, backpacks and other loose items. Labeling belongings helps us attempt to return recovered items to their rightful owners.
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Gen Con is committed to providing a safe environment where everyone is treated with dignity and respect. Harassment or unwelcome conduct, whether verbal, physical, visual, or in any other form, is strictly prohibited. Gen Con’s anti-harassment policy applies to all persons involved in the operation or attendance of the convention or Gen Con-sponsored event. Gen Con will not tolerate harassment of anyone by anyone, including participants, vendors, hosts, or Gen Con staff.
Gen Con defines harassment as any behavior that threatens a person or group or produces an unsafe and non-inclusive environment. Harassment includes, but is not limited to, offensive verbal comments or non-verbal expressions related to gender, gender identity, gender expression, sexual orientation, disability, physical appearance, body size, ethnicity, age, or religious beliefs.
Furthermore, harassment includes, but is not limited to, sexual or discriminatory images in public and quasi-public spaces (online and offline), intimidation, stalking, following, harassing photography or recording, sustained disruption of talks or other events, inappropriate physical contact, and unwelcome sexual attention. Harassment may take the form of comments, epithets, slurs, discriminatory or insensitive jokes, teasing, display or discussion of written or graphic material, repeatedly standing too close to or brushing up against a person, or giving gifts of an unwanted or sexual nature. Advocating or encouraging any of the above is also considered harassment.
Harassment at Gen Con does not include respectful disagreement or critique offered in good faith. Gen Con reserves the right to alter or broaden its definition of harassment at its sole discretion.
No one should tolerate any conduct of this type. Should you experience or witness harassment, you may choose to take any of the following actions:
Based on any informal or formal complaint or report of harassment, Gen Con may take the following steps. Note that this list is not exhaustive, and other appropriate action may be taken as necessary.
Gen Con's Code of Conduct applies in all physical and online spaces within Gen Con's control. This includes, but is not limited to, event venues, Pop-Up Gen Con locations, Gen Con social media pages, streamed programming, and Gen Con forums. Occasionally Gen Con is made aware of behavior by participants (or potential participants) that has occurred outside of Gen Con — either online or offline — and is a gross violation of our Code of Conduct. These actions need not occur in Gen Con-affiliated spaces to be considered for sanctions by Gen Con. These include, but are not limited to:
We understand that, at times, participants will have disagreements or interpersonal conflicts that do not necessarily escalate to the point of harassment or abuse. Gen Con will not arbitrate such disagreements—we ask that you please leave these conflicts at home.
Gen Con continuously strives to create a safe and welcoming space. Should you have any suggestions for how we can improve, please email us at [email protected]
We care about creating safe spaces to play games together, at our events and yours, so we've published our Code of Conduct and Anti-Harassment Policy under a Creative Commons License. This means that you can freely use and adapt them for your convention or event. You can access a copy of our published policy here.
Registration is when attendees can purchase badges and event tickets for Gen Con through our online registration system. During Event Registration, event tickets are available for purchase. All purchases made after the Ship to Me deadline will be labeled “Will Call” and held for pickup on site at the show. Onsite Event Registration opens at the convention center the Wednesday before Gen Con officially begins and lasts through the end of the show on Sunday.
Specific dates, prices and other information can be found on our Badge Information page.
We accept Visa, MasterCard, Discover, and American Express as payment. Cash is accepted for on-site purchases only. Checks and money orders are not accepted at any time. A 10% admissions tax will be charged on all online and on-site badge purchases, in compliance with Marion County laws.
Everyone (excluding children ten and under) attending Gen Con must wear a valid badge for identification while in the convention center and surrounding hotels and during gameplay and events. A badge is required to purchase event tickets and allows the bearer access to the Exhibit Hall, Art Show, seminars, and other events happening in public areas during one or more days of the convention. Badges must be visible at all times to assure staff and security of your eligibility to participate in the convention.
Children ten and under are admitted free when accompanied by an attending adult. If your child wishes to participate in an event that requires purchasing an event ticket, you will need to purchase a Gen Con badge for them. Children over the age of ten are subject to the standard badge costs. For the children’s protection, parents must register all children ages ten and under at the Customer Service or Badge Registration kiosks onsite. A wristband will be issued at that time listing the parent or guardian’s contact information. The wristband must be attached to the child’s wrist while in the convention center in case the child and parent become separated. More information can be found in our Attendee FAQ.
There are several Registration Areas throughout the convention center and surrounding hotels. “Main Registration” is located in the Indiana Convention Center Wabash-East concourse near the Maryland Street entrance and consists of: Event Registration, Will Call, Customer Service, Special Services, and Main Registration. Remote Event Registration can be found in the Event Hall and a few select hotels. See the Program Book onsite for details.
If available, it will be at the Badge Registration kiosk. For additional information about the various badge types and associated costs, please check out our Badge Information page.
Parents may also use this kiosk if they have already purchased a badge but need to obtain a child wristband.
An event ticket confirms a spot to participate in a game or event that is scheduled during the show. Participants may purchase tickets specifically for an event or buy generic tickets which are used like cash to pay admission fees associated with a specific event. The drawback to purchasing generic tickets is that they do not guarantee admission or the ability to play a game if the event sells out. Event Registration kiosks can be found in the convention center (Wabash-East concourse near the Maryland Street entrance) and at several surrounding hotels. While on site, refer to the area hotel maps in our Program Book for those locations. Event tickets are only good for the year they were purchased.
Events running up to two hours in duration are priced at $2. Events exceeding two hours increase at the rate of $2 per two hours (i.e. A three to four hour event is $4, a five to six hour event is $6, etc.). If the sponsor of the event is providing additional supplies or prizes, the ticket cost may be higher.
Generic tickets are sold in $2 denominations. Generic tickets may be used like cash to pay admission fees associated with a specific event. For example, if you wish to participate in an event costing $4, you could pay for the event with two generic tickets (valued at $2 each). A maximum of 200 generic tickets can be purchased per account. There is no transaction limit for online purchases, but onsite generic ticket purchases are limited to 50 tickets or $100 worth of tickets per transaction.
Please note: Any unused generic tickets may only be refunded via system credit and must be turned in to the Customer Service kiosk onsite before 4 pm on Sunday, September 19, 2021. More information on our Ticket Refund Policies can be found on the Refund & Exchange Policies page. Event tickets are only good for the year in which they were purchased.
Gen Con cannot replace lost, stolen, or forgotten badges and/or event tickets. Please be responsible with your convention materials. Lost, stolen, or forgotten items can be repurchased at full cost (if available). It is recommended you check with the Gen Con Show Office to see if your materials have been turned in to Lost and Found before buying new materials. Gen Con LLC assumes no responsibility for lost, stolen, or forgotten materials.
Gen Con LLC is not responsible for items lost in the mail (via the U.S. Postal Service) or items marked “delivered” by the USPS tracking system. If you chose to have your items shipped via USPS, we will reprint your badge and event tickets, as long as the USPS site lists your package as lost or not yet delivered. If you chose USPS and the package is listed as “delivered”, you will be responsible for purchasing a new badge and any associated tickets. Any returned mail will be available for pickup at the Will Call kiosk on site.
Gen Con Online Event Ticket Refund Policy
Gen Con Online attendees can refund their own electronic ticket(s) for system credit from their “My Transactions” page up to 30 minutes prior to the start of their event. System credit is non-refundable, non-transferable, and does not expire.
If you have technical issues and are not able to participate in a Gen Con Online event, email [email protected] within 15 minutes of the start of the event to request a refund. Include Event ID, your Account ID, and the specific technical issue.
If you have a GM no-show for a Gen Con Online event you are registered for, email [email protected] within 15 minutes of the start time of the event, with Event ID and Account ID, to request a refund.
If the event does not run because of technical issues on the GM’s part, or because not enough people showed to run the event, request a refund from the EO directly, which they should process by EOD. If the GM does not, email [email protected] with the Event ID and your Account ID, and the specifics of the issue, to request a refund.
Requests for Gen Con Online ticket refunds must be sent to [email protected] no later than Monday, September 20, at 12pm EDT; requests received after that time will not be processed.
Gen Con 2021 Badge Refunds
If you currently have a badge rolled over from 2020 but either cannot or choose not to attend the 2021 convention, you have the following options by emailing [email protected]:
*Badges purchased in 2021 are not eligible for rollover, but can be refunded until July 30, 2021.
Generic tickets are only refunded via system credit. There is no cash refund on generic tickets. System credits do not expire and can be used to purchase badges or tickets for any future Gen Con convention.
Event-specific ticket refunds must be requested at least 30 minutes prior to the start of the event. If an event has been cancelled, please see the area Hall Captain for further instructions. No refunds for cancelled events will be given without a stamp or signature from the Hall Captain.
All ticket refunds are subject to a 5% administrative fee per the total sum of tickets refunded. The deadline for obtaining a ticket refund on site is 4 pm on Sunday, September 19, 2021.
The purchase of a Gen Con badge admits one person to all basic activities and exhibits at Gen Con during regularly scheduled hours for the day(s) it is purchased. Some designated activities require payment of a separate, additional fee. In accepting this badge and in consideration for being admitted to Gen Con, the holder consents to being recorded (by audio and/or visual means) for exhibition and exploitation by any means in all media, including without limitation the Internet, worldwide in perpetuity.
The badge holder releases Gen Con LLC from any liability for loss or damage to persons or property, infringement of any right, or any other claim or course of action of any kind; authorizes and permits Gen Con LLC and its designees which includes but is not limited to all sponsors, exhibitors and contractors to use and authorize the use of his/her name, voice, likeness, and all reproductions thereof by any means and in all media now and hereafter known, including without limitation the Internet, for all purposes worldwide in perpetuity; and agrees to comply with all the rules and regulations of the Event.
Gen Con LLC Event Management reserves the right to deny entry or remove from the Event facilities any person who in Event Management’s sole and absolute discretion is behaving or threatening to behave in a manner which Event Management reasonably considers to be disruptive of the Event.
Official convention hours are usually announced in April/May and can be found on the Registration page. The Exhibit Hall remains open from 10 am to 6 pm, Thursday through Saturday, and from 10 am to 4 pm on Sunday.
If you purchased a badge and event tickets and selected Will Call as your shipping option or purchased items after the Ship To Me deadline, you may obtain your items at the Will Call kiosks located in the convention center’s Wabash-East concourse near the Maryland Street entrance. You will need to present a valid government-issued photo ID in order to obtain your packet. Small children with no photo ID will need to be accompanied by a parent or guardian with a valid ID in order to pick up their packet. Please keep in mind Will Call lines may vary based on how many attendees choose this option.
Questions regarding the convention or any of the show policies can be directed to Customer Service. These kiosks are located in the convention center’s Wabash-East concourse near the Maryland Street entrance. Refunds will only be processed at the Customer Service kiosks. Event-specific ticket refunds must be requested at least 30 minutes prior to the start of the event. Refunds only will be issued to the purchaser of the original ticket(s). See our Refund & Exchange Policies page for more information.
This kiosk is located on the end of the Customer Service kiosks. Disabled patrons may use this kiosk for their one stop shopping needs. Will Call pickup, badge and event ticket purchases and refunds or exchanges can all be made at this location. Customer Service will also have special wristbands to alert staff and event team members that the bearer may need additional assistance (i.e. limited waiting in line, etc.). A wristband is required in order to receive special assistance.
Accessibility information for persons with disabilities can be found on the ICC website.
Due to increased call volume and limited resources at this time, you will get a faster response by emailing us with customer service inquiries.
All badge refund requests must be sent by email.
If you are requesting a refund, please include the Gen Con ID number for the account used to purchase the badge(s) (find it next to your name on your account), the name on the badge(s) to be refunded, and the type of refund you are requesting (to your credit card minus the processing fee, or to system credit with no fee). If you are rolling your 2020 badge over to the 2021, you do not need to email us. They will automatically be rolled over!
If you have any inquiries regarding our Policies or Show Information, please see our Attendee FAQ or Refund Policies or contact us at (206) 385-1967 or customerservice(at)gencon.com. Customer Service hours are Monday-Friday, 9:30 am – 5 pm (Pacific).
During the convention, all inquiries can be made at the Customer Service kiosk on site.
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