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

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Refunds

You can request a refund of your badge when badge registration opens on February 11, 2024. All badge refund requests must be made by the end of the day on June 14, 2024, at 11:59 pm (Eastern). Absolutely no badge cancellation requests will be honored after June 14, 2024, at 11:59 pm (Eastern).

Refund requests received before the deadline will be refunded and credited back to the original credit card or system credit used for the purchase, less administrative fees. System credit is non-transferable, non-refundable, and never expires.

All badge refunds are subject to a $10 administrative fee per badge refunded. There are no exceptions. Badges refunded to system credit do not incur a fee. Gen Con will not be rolling over any badges to the 2025 show.

All event and generic ticket refunds are subject to a 5% administrative fee for the total sum of tickets refunded. There are no exceptions.

All refund requests must be made by the purchaser by email to [email protected]. 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, would be greatly appreciated (i.e., a 4-Day badge and eight generic tickets, or three Saturday badges and three True Dungeon tickets, Game ID#________).

Convention event ticket refunds will be managed by Customer Service and can be requested by the person whose name is on the ticket or to the original purchaser. However, all funds will only be refunded to the original purchaser. All tickets are only good for the year that they were purchased.

Event Tickets

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 before the start of the event. If an event has been canceled, please see the area hall captain for further instructions. No refunds for canceled 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 any ticket refund is 4 pm on Sunday, August 4, 2024 at the customer service kiosk.

REGISTRATION

• All 2024 refund requests must be made by the cancellation deadline on June 14, 2024, at 11:59 pm (Eastern).
• Cancellations and refunds will be processed during Gen Con Customer Service hours: Monday through 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 before the Ship to Me deadline (June 14, 2024) will be credited back to the original credit card or system credit used for the purchase, less any administrative fees.
• Absolutely no badge cancellation requests will be honored after June 14, 2024, 11:59 pm (Eastern).
• All badge refunds are subject to a 5% administrative fee. There are no exceptions.
• All event ticket refunds after June 14, 2024, 11:59 pm (Eastern) must be done on-site at the convention 30 minutes before 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 system credit. There is no cash refund on generic tickets, and 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 purchaser must make All refund requests via email or mail (see Contact Info below).
• Refund requests must include the attendee's first and last name, 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, are greatly appreciated (e.g., 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.

*Please note: Customer Service will not process cash transactions after 11 pm nightly.

Only event tickets can be refunded on-site. Badge purchases are non-refundable and non-transferable.

• Ticket refunds will be managed at the Customer Service kiosk and 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 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 before the start of the event. For example, if your event starts at 11:30 a.m., you must request a refund before 11:00 a.m. Refund requests received at 11:10 a.m. will 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 4, 2024, 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 single-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 must 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, 2024, at 11:59 p.m. All purchases made after June 14 can be picked up at Will Call, which will open on Wednesday at noon during the week of the show. All changes in address for USPS shipping must also be completed by this date.
• Exchange and upgrade requests must be made by June 14, 2024, 11:59 pm (Eastern). After that date, you must wait until you arrive on-site to make any exchanges or upgrades.
• The purchaser must make all refund and exchange requests via mail or email (see Contact Info below).
• 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, 2024, at 11:59 pm (Eastern), all exchange or upgrade requests must be made at the Customer Service kiosks on site, starting Wednesday, July 31, 2024.

ON-SITE*

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

*Please note: Customer Service will not process cash transactions after 11 pm nightly.

• On-site badge and ticket upgrades or exchanges will be managed at the Customer Service kiosk. They 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.
• To process any badge or ticket exchange on-site, you must have a valid government-issued photo ID and a Gen Con Indy 2024 badge.
• A single-day badge cannot be upgraded to a 4-day badge if we have sold out of 4-day badges.
• 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, you must do so on Wednesday or Thursday to exchange a Friday badge for a Saturday badge. You can only make that exchange if the single-day badge is available.
• 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 before 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 p.m., Sunday, August 4, 2024, 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. You should 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 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 have any inquiries regarding our Refund, Exchange, or Cancellation Policies, please call our office at (206) 385-1967 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 the information above for details on how to request a refund.

All inquiries can be made at the onsite Customer Service kiosks during the convention.

Gen Con’s mailing address is:
Gen Con LLC
230 Auburn Way, Ste 1B #120
Auburn, WA 98002-5451

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