What happens if…

As a guest

I can’t come to a free party

Say no on the party’s page, whenever you like. Your place goes to the next person on the waitlist at once.

I paid, and now I’m ill or can’t come

Open your ticket › Request a refund. A paid ticket can’t simply be given back: the ticket rules say it is returned when the host agrees or the law requires it. The host answers within 72 hours. If the host says no or stays silent, you can ask Party to look, and a person decides under those rules. You can ask until 30 days after the party. A +1 ticket can also be passed on to someone else.

I reserved a place for a party that needs enough guests, and changed my mind

Cancel your reservation in the app until the party is decided. Nothing was charged and nothing will be. Once the party is on, your card is charged and it is a ticket like any other.

I’m on the waitlist

When a place opens you move up by yourself and are told; your ticket is then ready. If you can’t come any more, say no so that the next person moves up.

I’m late

Your ticket works at the door from six hours before the start until six hours after the end. Whether you still get in at that hour is up to the host.

I didn’t go

Nothing happens. A paid ticket is not refunded. At a party with a door you won’t see its photos, because those are for the people who were there.

I forgot my phone, or the battery is dead

Give your name at the door: the host’s team can let you in from the guest list. On any other phone or computer you can sign in at your tickets and show the code. A +1 ticket is also on the buyer’s phone.

There is no signal, or Party is down during the party

Open Party with signal the day before. Your ticket then stays on your phone, and the door keeps its list on its phone, so both work without a connection. Entries reach the server later, with the time they happened.

My phone was stolen

Sign in on another device and change your password, and tell the host. A ticket lets one person in, whoever shows it first. The door sees if a code was already used and who used it, and the host decides. If you can’t sign in, write to support@partyapp.io.

I want to give my ticket to someone else

A +1 ticket is made for that: send its link, the person takes it with their own account and you still hold it, and the first scan counts. Your own ticket is personal and can’t be passed on.

My +1 cancels, or I do

If your +1 gives the ticket back, it is yours again and you can pass it on, with a new code. If you give up your own place, or your ticket is refunded in full, their ticket ends as well and they are told. All the money goes back to the card that paid; the +1 paid nothing through Party.

I delete my account and still have a ticket

Your tickets go with the account, and the app says so first. A free place goes to the next person. A paid ticket is lost without a refund, as the ticket rules say, so ask for a refund first if you want one. A +1 ticket you bought ends too, and that person is told. A reservation just ends, with nothing charged.

I’m under 18

Party is for adults, and an account under 18 is refused. If that was a mistake, for example a mistyped year, write to support@partyapp.io and a person looks at it. Parents and guardians can ask us at the same address to close an account.

My account is suspended

You can’t join, buy or post, and we tell you why. A ticket you already have stays valid unless the host removes you. If you disagree, write to support@partyapp.io and a person looks at it again.

The host removed me

Your ticket ends at once and you are told. You can’t join that party again. If you paid, the full price goes back by itself.

I was turned away at the door with a valid ticket

Hosts may refuse entry under the law and their house rules. If you did not meet a rule shown on the event, such as its age limit, a refund is up to the host. Otherwise use Request a refund on your ticket; if the host says no, ask Party to look.

I lost something at a party

Write in the party’s chat. The host can pin your message and everyone at the party hears it. Party has no lost property, so the rest is between you and the host.

My app is too old

Update it. There is no forced update, so some new things may just show an error in an old version. The website always shows your tickets.

Someone with a ticket has died

We are very sorry. Please write to support@partyapp.io. A few lines with the person’s name or the email address of the account are enough, and a reasonable sign such as a death notice. We ask for nothing more, and a person answers, not a program.

A ticket was sold by the host, and the rules let it be returned when the host agrees, so we speak to the host for you. The full price then goes back to the card that paid, and Party carries the card fee. If the host can’t be reached or says no, a person at Party looks at what is possible and tells you honestly. A reservation simply ends: nothing was charged.

We close the account when you ask us to; you don’t have to. The place becomes free and nobody else is told why.

As a host

I have to cancel

Cancel in Manage, at any time, also on the day. Everyone is told, tickets stop working at once, and every buyer gets the full price back by themselves. Party returns its fee. Stripe keeps its card fee, and you bear that, as the Host Terms say.

I’m ill on the day

A co-host can run the party: edit it, work the door, cancel it. Add one under Team before you need them. If nobody can, cancel. If you can’t open the app yourself, write to support@partyapp.io.

I have to move the party

Change the date or place: everyone is told, also people who reserved, and tickets stay valid. Whoever paid before the change can have the full price back until the new start: they ask, it goes through without you, and the card fee is yours. A sold party can’t move into the past, or further ahead than Stripe can hold the money. Moving a party earlier does not bring your payout forward.

The venue falls through, or the weather turns

Nothing happens by itself. Move the party or cancel it, as above.

I want to change the capacity

Raise it whenever you like: the waitlist moves up. You can’t go below the people already confirmed. A much larger paid party may have to be checked again by a person.

Too many people are at the door

Party stops issuing tickets at your capacity, but it can’t count who walks in. Never admit more people than the place can safely hold. You are the organiser, and the Hosting Terms say so.

Too few people came for my minimum

At your decision time the party is called off by itself. Nobody pays, you owe nothing, and everyone is told. If it did reach the minimum and then cards fail, it stays on and you are told with the numbers; you can still call it off.

My phone dies at the door

Anyone on your team who may scan can take over, on their own phone. If nobody scans for 45 minutes, guests can tell the app “I’m here” themselves.

The party did not take place, and I sold tickets

Guests can report it from their ticket. Party looks at it at once, holds your payout, and if it is confirmed refunds every buyer in full, without you. You bear the card fees.

The police or the neighbours end the party

Party can’t help on the spot and is not told. Guests may ask for all or part of the price; you answer within 72 hours, then Party decides.

I delete my account

Parties ahead are cancelled, buyers are refunded and guests are told. What you owe stays owed, also the card fees of those refunds. If a party is over and your money is still held, the payout can no longer happen by itself: write to support@partyapp.io before you delete.

I’m suspended

You can’t host or sell, and payouts wait until it is lifted. Parties ahead stay unless a person at Party cancels them. We tell you what we decided and why; ask for another look at support@partyapp.io.

I never finished my Stripe setup

Nobody can buy a ticket from you until Stripe has confirmed you. Free parties work as always.

Someone else should take over my party

A party can’t change hands. A co-host can run it, but the money of a paid party stays with the host who sold it. To start over, cancel and let the other person create a new party.

My account is locked because of an unpaid fee

When a card fee or a lost card dispute is unpaid, you can’t create parties, join, buy or chat, your parties stop selling and payouts wait. You can still pay, change your card, answer refund requests, refund guests, cancel, run the door, get your data and reach support. Pay in the app under Payouts, and the lock ends by itself as soon as Stripe confirms it. If you think the amount is wrong, write to support@partyapp.io: your saved card is then not charged until a person has looked, and that person can correct or waive it. Until then the lock stays.

My payout hasn’t come

It goes out at the earliest seven days after the party. It waits while a refund request, a refund, a card dispute or a report is open, if Party stopped the party’s sales, if Stripe needs something from you, or if your account is restricted. Your Payouts screen says what is held and until when.

My bank details were wrong

The payout comes back and you are told. Correct them in Payouts, at Stripe; the money then goes out again with the next run.

I can’t pay what I owe

Guests still get their money back when a party is cancelled or did not happen. What you owe stays owed, and your account stays limited until it is paid. Write to support@partyapp.io and we look at it with you.

A host has died

We are very sorry. Please write to support@partyapp.io. A few lines and a reasonable sign, such as a death notice, are enough, and a person answers.

When you ask us to, we close the account. Parties ahead are then cancelled. Everyone who paid gets the full price back by themselves, as with any cancelled party, and we do not ask you for the card fees. Guests hear that the party is cancelled, in the usual words, and never why.

If a party already took place and the money is still held, it stays in the host’s own account at Stripe. Tell us, and we work out with you and Stripe how it reaches the heirs. If a friend wants the party to go on, tell us before we close the account: a party can’t be handed over, but they can create a new one.

Money

The party was cancelled. Do I get everything back?

Yes: the full price, by itself, to the card that paid. You don’t have to do anything. Stripe sends it at once; your bank usually shows it within 5 to 10 business days.

I was charged twice

The second payment goes back in full by itself, and your ticket stays valid.

I paid and have no ticket

Your ticket comes when Stripe confirms the payment, usually within seconds. If the last place went while you were paying, the money goes back by itself. Still nothing after an hour? Write to support@partyapp.io from the address of your account.

My card failed

Nothing is charged and the place is released. If a saved card fails for a party that needed enough guests, you have 24 hours to pay in the app, at most until the start; after that your place is free again and nothing is charged.

I paid and the party was moved

Your ticket stays valid for the new date. If you can’t come, use Request a refund on your ticket before the new start: if you paid before the change, the full price comes back without the host having to agree.

The party was not what was promised

Use Request a refund on your ticket. The host can refund all or part; part of the price leaves your ticket valid. If the host says no or stays silent for 72 hours, Party decides.

I went and there was no party

Report it from your ticket. It goes straight to Party, and if it is confirmed every buyer gets the full price back, whether or not the host cooperates.

I dispute a payment with my bank

Your ticket is suspended until the bank decides. If it decides for you, you keep the money and the ticket is gone. If it decides for the host, the ticket comes back; if the place is gone by then, or you bought another ticket, you get a refund instead. Please ask for a refund on your ticket first: it is faster, and a dispute costs the host a fee.

Who pays the fees when a ticket is refunded?

You get the whole price, always. Party returns its own fee on a fully refunded ticket. Stripe keeps its card fee: the host bears it when they cancelled, agreed to the refund or the party did not take place, and Party bears it when the decision or the mistake was Party’s.

My refund hasn’t arrived

Refunds go to the card or wallet that paid. Give your bank 10 business days. If that card is closed, ask your bank: a refund normally still reaches your account. Still nothing? Write to support@partyapp.io. If Stripe refuses a refund, a person takes it from there.

I got less back than I paid in my own money

A refund is the same amount in the currency of the ticket. If your bank converted it, its rate may differ on the way back. Party can’t change that.

A host asks me for money outside the app

Cash, TWINT or a bank transfer to the host don’t go through Party. Party then has no record of them and can’t refund them. That is between you and the host.

Stripe is down

Nothing can be bought while it lasts, and nothing is charged. Refunds that are owed stay owed and go out when Stripe answers. Free parties don’t notice.

Safety

Someone is in danger

Call the emergency services first: 112 works across Europe, and all the numbers are on the safety page. Party is not an emergency service and is not at the party.

I feel unsafe, or someone is harassing me at a party

Get to people you trust, tell the host or the team, leave if you can, and call the police if you need them. Then block the person and report them in the app (··· › Report). A person at Party reads every report, what you reported is kept even if it is deleted, and the person you report is not told who reported them. What happened in the room is for the police; what happens on Party we act on.

Someone was hurt, or died, at a party

Call the emergency services. The host is the organiser and is responsible for the party under the Hosting Terms and the law. Party does not organise, supervise or insure parties and was not there. The police or a court can write to support@partyapp.io.

There is someone under 18 at a party

The host checks age at the door where the law or the party requires it; Party does not check IDs. If you believe an account belongs to someone under 18, report it. A person looks at it, and accounts of minors are closed.

I found something illegal

Report it in the app or, without an account, at partyapp.io/report. A person reviews every notice and you are told the outcome. Anything that suggests a crime threatening someone’s life or safety is passed to the authorities.

There is a photo of me I don’t want

Ask the host: hosts must remove a photo when someone in it asks. Or report the photo, and a person at Party decides.

Strangers know the address of my party

Party shows a private address only to confirmed guests and your team, but what a guest has seen can’t be called back. Use “Approve guests yourself”, change the address if you can, or cancel. If someone is at the door who should not be, call the police.

I think a party is a fake

Report it. A paid party above a set limit is checked by a person before it sells, and the money stays held until seven days after the party, so buyers can be refunded if it did not happen.

Party decided against me and I disagree

We tell you what we decided, why and under which rule. Write to support@partyapp.io and a person looks at it again. You can also go to court.

Your data

I want a copy of my data

In the app: You › Settings › Export my data. You get a file at once, with your profile, tickets, purchases, messages, and what you earned and owe as a host.

I want my data deleted

You › Settings › Delete account, or on the website at Delete account. It is immediate and permanent. What the law requires stays without your profile: records of payments for ten years. Reports and the decisions about them stay for three years.

I can’t sign in and want my account deleted

Write to support@partyapp.io from the address of the account. We check that it is yours and answer within 30 days.

I need something from the account of someone who died

We give nobody access to another person’s account. We close it when you ask. If you need something for official reasons, such as a receipt, write to support@partyapp.io and a person looks at what the law allows.

A court or the police ask Party for my data

Authorities write to support@partyapp.io. We hand over what the law requires for that case, and no more. Someone you report is not told who you are unless a court or authority obliges us to say.

Party loses data

A copy of the database is made every night and kept for 14 days. If we had to go back to one, what happened since that night could be lost; payments are also on record at Stripe. Photos are not in that copy yet, so photos could be lost. We would tell you what was affected.

My data reaches someone it should not

We contain it, tell the authorities within 72 hours where people are at risk, and tell you directly if the risk to you is high.

Someone gave Party my email for a +1 ticket

It is used once, to send you the link, and deleted when you take the ticket, at the latest 30 days after the party.