Refund & Exchange Policies


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

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Refunds

Gen Con 2020 has been canceled due to health and safety concerns related to COVID-19.

Here are the options for your Gen Con 2020 badge:

1. If you are willing to roll your badge forward to 2021, then you're all set — we'll do this automatically, with great appreciation. This helps us keep our staff employed during this unprecedented time and come back stronger than ever for Gen Con 2021.

2. If you'd like a refund to the original method of purchase, please email us at [email protected] between May 26 and July 29. Let us know you'd like a refund, and include the name on each badge and the Gen Con account ID number for the account used to make the purchase (find it next to your name in the corner while logged in). We'll process a refund minus a 5% per badge return fee.

3. If you'd like to return your badge(s) for system credit, email us at [email protected] between May 26 and July 29 and we will credit your Gen Con account. Please include the name on each badge and the Gen Con account ID number used to make the purchase. Returns to system credit incur no return fees, and system credit does not expire.

4. You can donate the cost of your badge to help us weather the storm and come back strong for Gen Con 2021. Email [email protected] between May 26 and July 29 and include your name and Gen Con account ID number if you'd like to pursue this option.

Note: Refund requests will not be accepted until May 26, and must be received by email to [email protected] by July 29. Please include your choice of action for your badge(s), the name on each badge, and the Gen Con ID account number for the account used to make the purchase (find it to the right of your name in the corner when you're logged in at gencon.com).

After July 29, all 2020 badges will be rolled over to 2021. If you miss that window or decide later you'd like a refund, you can request one beginning February 1, 2021.

If you've made a hotel reservation through our Housing Portal, your reservation will automatically be canceled, and you will not be charged any fees. The hotel queue will be reassigned for 2021.


Gen Con Online Event Ticket Refund Policy

Gen Con Online attendees can refund their own electronic ticket(s) from their “My Transactions” page up to 30 minutes prior to the start of their event.

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 customerse[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, August 3, at 12pm EDT; requests received after that time will not be processed.


REGISTRATION

  • All 2020 refund requests must be made by the cancellation deadline on June 14, 2020, 11:59 pm (Eastern).
  • 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 Ship to Me deadline (June 14, 2020) will be credited back to the original credit card or system credit used for purchase, less any administrative fees.
  • Absolutely no badge cancellation requests will be honored after June 14, 2020, 11:59 pm (Eastern).
  • All badge refunds are subject to a $10 administrative fee. There are no exceptions.
  • All event ticket refunds after June 14, 2020, 11:59 pm (Eastern) must be done on site at the convention 30 minutes prior to the start of the event.
  • 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.
  • Attendees can 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-transferable, 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 Indianapolis convention. It is non-transferable, 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 eight generic tickets, or three Saturday badges and three True Dungeon tickets, Game ID#________).

ON SITE*

*For on-site refunds, please visit the Customer Service kiosk.

Only event tickets can be refunded on site. Badges purchases 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 are required to process any type of ticket refund on site.
  • All refunds will be credited back to 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 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 Indianapolis convention. It is non-transferable, non-refundable, and does not expire.)
  • The last day to receive a ticket refund is 4:00 pm, Sunday, August 2, 2020, at the Customer Service kiosk.

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Exchanges or Upgrades

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 singe-day badge for a 4-Day badge or your 4-Day badge for a single-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.
  • Attendees can return event tickets to system credit through their Gen Con account between the start of Event Registration and the Ship to Me deadline. 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-transferable, 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.
  • Absolutely no changes to your shipping method can be honored after June 14, 2020 at 11:59 pm. All purchases made after June 14 can be picked up at Will Call, which will open during the week of the show on Wednesday at noon. All changes in address for USPS shipping must be completed by this date as well.
  • Exchange and upgrade requests must be made by June 14, 2020, 11:59 pm (Eastern). After that date, you will need to wait until you arrive on site to make any exchanges or 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 system credit. (System credit can be used to purchase badges or tickets for any future Gen Con Indianapolis convention. It is non-transferable, non-refundable, and does not expire.)
  • After June 14 11:59 pm (Eastern), 2020, all exchange or upgrade requests must be made at the Customer Service kiosks on site, starting Wednesday, July 29, 2020.

ON SITE*

*For on-site exchanges, please visit the Customer Service kiosk.

  • On-site badge and ticket upgrades or 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, and only if that badge type is available for purchase.
  • A valid government-issued photo ID and a Gen Con 2020 badge are required to process any type of badge or ticket exchange on site.
  • A single-day badge cannot be upgraded to a 4-Day badge if we have sold out of 4-Day badges.
  • In order to exchange a current single-day badge for a different single-day badge on site, 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. You can only make that exchange if the single-day badge is available for purchase.
  • For on-site 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 canceled, please see the area Hall Captain for further instructions. No refunds will be given for canceled events without a stamp or signature from the Hall Captain. The last day to receive a ticket refund is 4:00 pm, Sunday, August 2, 2020, 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

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 return 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 Refund, Exchange, or Cancellation Policies, please call our office at 800-529-3976 x3806 or email us at [email protected]. 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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