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Cancel Fanpass: The Right Way
How to cancel fanpass and understand your rights as a new zealand buyer
Understanding fanpass and why you might want to cancel
Fanpass is an online ticket marketplace that connects buyers and sellers, allowing you to purchase event tickets from other users rather than directly from venues or promoters. The platform operates as a reseller, managing listings, delivery arrangements, and dispute processes through its web platform. Fanpass is registered under Mozaic DMCC in the United Arab Emirates, which means understanding your cancellation options requires knowing both platform policy and your consumer rights under New Zealand law.
You might want to cancel your Fanpass purchase for several reasons: plans change, you discover the event details don't match the listing, you cannot attend, or circumstances beyond your control prevent you from using the tickets. Whatever your situation, Stopee is here to guide you through the process, explain what to expect, and help you understand your rights.
What makes fanpass different from other ticketing services
Unlike direct ticket vendors, Fanpass operates as a peer-to-peer marketplace. This means the seller (not Fanpass itself) typically sets the terms, pricing, and conditions. Fanpass acts as the intermediary, holding transactions, managing delivery, and stepping in only when disputes arise. Understanding this structure is crucial when you need to cancel, because your options depend on whether you're dealing with a seller issue or a platform policy issue.
The fundamental rule: why cancellations are restricted
Fanpass enforces an "all sales final" policy for completed purchases. Once you have purchased tickets through the platform, you cannot simply cancel that purchase, change it, or exchange it for different tickets. This policy protects sellers from last-minute cancellations and keeps the marketplace functioning smoothly. However, this does not mean you have no options if your circumstances change.
Your consumer rights under new zealand law
As a consumer in Aotearoa New Zealand, you are protected by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, regardless of where Fanpass is registered. These laws give you rights that apply even when a marketplace claims "all sales final."
What the consumer guarantees act covers
Under the Consumer Guarantees Act, goods (including digital services and tickets) must be of acceptable quality, fit for purpose, safe, and match the description provided by the seller. If a ticket is misdescribed, unsafe, or does not match what you purchased, you have the right to request a refund, repair, or replacement. This protection applies to Fanpass purchases even though the platform's standard policy excludes refunds for changes of mind.
If you were refused entry to an event because the ticket was invalid or defective, this is a breach of the Consumer Guarantees Act. You have 12 months from the date of purchase to claim remedies under this law, though acting promptly (within 48 hours of the event) strengthens your position significantly.
Misdescription and the fair trading act
The Fair Trading Act prohibits misleading or deceptive conduct. If a seller listed tickets as being for a specific seating section, row, or quality level, and you received different tickets, the seller may have breached this law. Fanpass is required to investigate such complaints, and you have grounds to pursue a refund through the platform or, if necessary, through the Commerce Commission or a disputes tribunal.
Methods to cancel or recover your money
Stopee has identified four primary pathways you can explore if you need to step back from a Fanpass purchase. Each has different timelines, success rates, and requirements.
Option 1: resell your tickets through fanpass
The simplest path forward when you cannot attend is to list the tickets for resale on Fanpass. You become the seller, and another buyer purchases them from you. This does not cancel your original purchase, but it allows you to recover your money by passing the tickets to someone who will use them. Fanpass charges seller fees or commissions on resale transactions, so factor this into your recovery calculation.
Option 2: contact fanpass support for misdescription or entry refusal
If the tickets were misdescribed or you were refused entry due to an invalid ticket, contact Fanpass support immediately. You have strict timeframes: 48 hours of receiving the tickets for misdescription complaints, and 48 hours after the event for entry refusal claims. Provide photographic evidence, communication records, and a clear explanation. Fanpass may approve a full or partial refund if the complaint is substantiated.
Option 3: pursue a refund for event cancellation
If the event promoter cancels the event (rather than reschedules it), Fanpass should issue a refund or credit once you return the tickets and the seller requests a refund from the promoter. This process can take time, as Fanpass must coordinate between you, the seller, and the promoter. Follow Fanpass instructions precisely and keep all communication records.
Option 4: escalate to the commerce commission or disputes tribunal
If Fanpass refuses your complaint and you believe the seller or platform has breached consumer law, you can lodge a complaint with the Commerce Commission or pursue resolution through a disputes tribunal. These authorities can investigate misdescription, deceptive conduct, or breaches of the Consumer Guarantees Act. Stopee recommends keeping detailed records of all communications with Fanpass, screenshots of the listing, and evidence of the issue (photos, entry records, or communications from the venue).
Step-by-step guide to cancelling or disputing a fanpass purchase
Follow these steps in order, depending on your situation. Most disputes are resolved at Step 1 or Step 2; escalation is necessary only if Fanpass refuses your initial complaint.
If the tickets were misdescribed or you were refused entry
- Take photographs or screenshots immediately. If you were refused entry, ask the venue staff for written confirmation of why your ticket was invalid. If the ticket details do not match the listing, photograph both the listing and the actual ticket.
- Do not delete emails, messages, or confirmation records from Fanpass or the seller.
- Note the exact date and time you discovered the issue.
- Log into your Fanpass account and navigate to your purchase history or order details.
- Look for a "Report an issue" or "Contact seller" button specific to that purchase.
- If no button appears, proceed to the Fanpass FAQ or support contact form on their website.
- Submit a formal complaint to Fanpass within 48 hours. Warning: Fanpass enforces strict timeframes; complaints submitted after 48 hours are often rejected even if valid.
- Write clearly: describe the discrepancy, state the date you discovered it, and explain the impact (e.g., refused entry, wrong seat location).
- Attach all evidence: photographs, original listing screenshots, venue confirmation, and any seller communications.
- Wait for Fanpass to investigate. The platform typically responds within 5-10 working days.
- Fanpass may contact the seller for their version of events.
- If evidence supports your claim, Fanpass may approve a partial or full refund.
- If Fanpass approves the refund, check your payment method (debit card, credit card, or Fanpass account credit) within 7-14 days.
- Pro tip: Some refunds are issued as account credit rather than cash; clarify with Fanpass which method applies.
- If Fanpass denies your complaint, gather all evidence and consider escalation (see Step 4 below).
If the event has been cancelled
- Confirm that the event is cancelled (not rescheduled) by checking the official promoter or venue website.
- Rescheduled events: your tickets remain valid for the new date; no refund applies.
- Cancelled events: refunds may be available, but follow the formal process.
- Contact the ticket seller (not Fanpass) if possible, informing them of the cancellation and requesting a refund.
- Check your original Fanpass purchase confirmation for the seller's contact details.
- Allow 7 days for a response.
- If the seller does not respond, contact Fanpass support via their FAQ or support form, providing proof of event cancellation (a screenshot or link to the promoter's announcement).
- Fanpass will attempt to coordinate with the seller to return the tickets and initiate a promoter refund.
- Return the tickets as instructed by Fanpass or the seller. Keep proof of return (a tracking number or receipt).
- Once tickets are returned and the seller requests a refund from the promoter, Fanpass may issue a refund at its discretion.
- Monitor your account and payment method for the refund. This process can take 4-12 weeks, as it depends on the promoter's refund timeline.
If you simply cannot attend (change of mind)
- Accept that Fanpass will not cancel your purchase or issue a refund for a change of mind. The "all sales final" policy applies.
- This is a marketplace rule, not a legal barrier; resale is your option.
- List the tickets for resale on Fanpass as soon as possible. The sooner you relist, the sooner another buyer can purchase them.
- You become the seller; set a fair price to encourage quick sales.
- Fanpass will deduct seller fees or commissions from your revenue.
- Once a buyer purchases your tickets, the sale proceeds (minus fees) are credited to your Fanpass account or payment method.
- This is not a refund from your original purchase but a recovery through resale.
If fanpass refuses your complaint and you believe consumer law has been breached
- Compile all documentation: original listing, purchase receipt, communication records, photographs, and Fanpass's written refusal.
- Draft a formal letter to Fanpass (or their registered address in Dubai; see address below) explaining why the complaint falls under consumer law and requesting a final response within 20 working days.
- Reference the Consumer Guarantees Act 1993 or Fair Trading Act 1986 as applicable.
- State the remedy you seek: full refund, partial refund, or replacement.
- Send this by email (if an address is available) and by registered post to their Dubai address.
- If Fanpass does not respond or maintains their refusal, lodge a complaint with the Commerce Commission or pursue a claim through a disputes tribunal.
- The Commerce Commission investigates breaches of the Fair Trading Act.
- Disputes tribunals handle monetary claims up to NZD $5,000 and can order refunds or compensation.
- Provide all documentation to the relevant authority and clearly state why you believe the transaction breached consumer law.
Understanding fanpass pricing and fees
Fanpass pricing varies significantly depending on the seller, the event, and the ticket quality. To make informed decisions about whether to cancel, resell, or pursue a refund, you should understand how fees affect your recovery.
Typical costs and fees on fanpass
| Fee or cost type | Typical amount | When charged | Notes for cancellation |
|---|---|---|---|
| Ticket purchase price | Varies by listing | At checkout (one-off) | This is the amount you may recover through resale or refund. |
| Buyer service / processing fee | Typically 5-15% of ticket price | Added at checkout | Not refunded if you resell. This fee is retained by Fanpass. |
| Seller commission or fees (if you resell) | Typically 5-20% of resale price | Deducted at sale | Reduces your recovery if you relist tickets. |
| Event cancellation refund | Full ticket price (if approved) | After promoter processes refund | Processing fees may not be refunded; check Fanpass policy. |
| Misdescription refund (if approved) | Full or partial, at Fanpass discretion | After investigation (5-10 working days) | Fanpass may issue partial refund if tickets have partial value. |
| Best option for recovery: resale with minimal loss | 70-90% of ticket price | After buyer purchases; within 14 days | Fastest method and most reliable outcome. |
What happens after your cancellation or refund
Once you have successfully cancelled, resold, or received a refund, several things occur on your account and with your consumer rights.
Your fanpass account status
Your Fanpass account remains active even after a cancellation or refund. You can continue to buy or sell tickets on the platform. Fanpass retains all transaction records, communications, and dispute history for 12 months or longer for legal compliance. If you were issued a refund, you will see this reflected in your account history and payment method within 7-14 days, depending on your bank.
Records and evidence for future disputes
Keep your own copies of all Fanpass communications, screenshots of listings, purchase receipts, and refund confirmations. If a dispute arises later (for example, if a seller falsely claims you never returned tickets), these records prove your actions. Stopee recommends saving emails and exporting order confirmations to PDF format for safekeeping.
Your rights do not expire
Even after a refund, you retain consumer rights under the Consumer Guarantees Act for 12 months from the purchase date. If you discover a defect or misdescription after the initial refund window, you may still pursue a remedy. For example, if you attended the event and later discovered the venue misrepresented seating due to an error not apparent until you arrived, you may still claim under consumer law within the 12-month window.
Common mistakes to avoid when cancelling
Cancelling or disputing a Fanpass purchase can be frustrating, especially if the platform or seller seems unresponsive. It is easy to make errors that weaken your position or cause delays. Here are the most common pitfalls Stopee has seen.
Missing the 48-hour complaint window
Fanpass strictly enforces the 48-hour deadline for misdescription and entry refusal complaints. If you submit a complaint after 48 hours, it is automatically rejected, regardless of merit. Pro tip: As soon as you notice an issue, photograph it, document the time and date, and contact Fanpass immediately. Do not wait; assume the 48 hours is non-negotiable.
Failing to provide evidence
Fanpass will not take your word for it. If you claim a ticket was misdescribed, you must attach the original listing screenshot and a photograph of the actual ticket showing the discrepancy. If you were refused entry, obtain written confirmation from the venue or a photograph of the venue's entry log. Without this evidence, your complaint will be denied.
Accepting partial refunds without question
If Fanpass offers a partial refund (for example, 50% of the ticket price), review your rights under the Consumer Guarantees Act. Depending on the severity of the breach, you may be entitled to a full refund, not just a partial one. If you believe the offer is unfair, escalate the complaint rather than accepting it immediately.
Not keeping contact records
If you communicate with a seller directly (outside Fanpass), keep screenshots or forwarded emails. If the dispute escalates and you need to prove you attempted resolution, these records are essential. Fanpass-mediated communications are automatically logged, but external contacts are not.
Assuming resale is the same as cancellation
When you resell tickets, you are not cancelling your original purchase; you are recovering funds by becoming a seller yourself. You remain liable if a buyer disputes the resale. Ensure the tickets you relist match your listing description exactly, and document their condition. If a second buyer also claims misdescription, Fanpass may hold you (as the reseller) accountable.
Pricing comparison: resale vs. refund recovery
If you must step back from a Fanpass purchase, your financial recovery depends on which path you take. The table below compares the likely outcomes.
| Recovery method | Original cost (example: NZD $80 ticket + $12 fee) | Your recovery | Timeline | Effort required |
|---|---|---|---|---|
| Resale (fastest recovery) | NZD $92 total | NZD $60-$75 (after reseller fees) | 1-7 days if buyer found quickly | High (must relist, attract buyer, manage delivery) |
| Event cancellation refund | NZD $92 total | NZD $80 (ticket price, often minus original buyer fee) | 4-12 weeks (depends on promoter) | Low (coordinate with seller, wait) |
| Misdescription refund (approved) | NZD $92 total | NZD $92 (full) or NZD $46-$80 (partial, at Fanpass discretion) | 5-10 working days (after investigation) | Medium (gather evidence, submit complaint) |
| Entry refusal (approved) | NZD $92 total | NZD $92 (full refund if defect confirmed) | 5-10 working days (after investigation) | Medium (obtain venue confirmation, submit evidence) |
| Change of mind (no refund available) | NZD $92 total | NZD $0 (unless resold) | N/A | N/A |
| Recommended for speed and certainty | - | Resale or misdescription refund | 1-10 days | Medium; highest payout odds |
How to submit a formal complaint to fanpass
If Fanpass support does not resolve your issue at first contact, escalate formally. A written complaint carries more weight than chat or email alone.
Fanpass contact and escalation address
Fanpass is registered in the United Arab Emirates under Mozaic DMCC. For formal complaints or postal cancellation notices, use this address:
Fanpass (Mozaic DMCC)
Dubai, United Arab Emirates
Additionally, a London address has appeared on Fanpass's Trustpilot profile and may serve as a mailing contact for correspondence. Always email or contact Fanpass support first via their FAQ page to obtain the most current contact information. When you write, include:
- Your Fanpass account number and email address.
- The purchase order number and date.
- A clear description of the issue and the remedy sought.
- All supporting evidence (screenshots, photographs, communications).
- Reference to relevant consumer law (Consumer Guarantees Act 1993 if applicable).
- A deadline for response (typically 20 working days).
Send this by registered post or email if an address is available. Keep proof of delivery.
Why you should act now with stopee's support
Cancelling a Fanpass purchase or disputing a ticket is time-sensitive. The 48-hour window for misdescription complaints is not flexible, and delays weaken your position significantly. Stopee has guided thousands of New Zealand consumers through cancellations and refund disputes, helping them understand their rights, avoid dark patterns, and recover their money when possible.
Whether your event was cancelled, your ticket was misdescribed, or your circumstances have simply changed, Stopee empowers you with clear steps, real timelines, and consumer law facts you can use immediately. Do not accept a flat "no" from Fanpass if you have evidence of a breach. Document your issue, contact Fanpass within 48 hours, and escalate if necessary.
Stopee is here to help you navigate the process, understand your Consumer Guarantees Act rights, and hold the platform accountable. Start by gathering your evidence today, and take your first step toward resolution. The sooner you act, the sooner you recover your money or attend a different event.