Full refund
A pass that has never been scanned at any museum is refundable in full, no questions asked, any time before its validity window would have ended. Because the pass only activates on first scan, an unused pass has cost you nothing to hold.
How to request one
One message is all it takes.
To request a refund, a change or a swap, write to us through the contact page or reply to your confirmation email, telling us the pass and what you need. Keep your purchase confirmation handy — it has the reference that lets us find your pass instantly. We process approved refunds back to the original payment method; how long the money takes to land depends on your bank and card, usually a few working days, which is outside our control but which we will always confirm we have sent. For a group pass, the organiser who bought it handles the refund for the party, and we refund the whole purchase or the unused portion to the original payer.
One honest limit: a separately ticketed special exhibition that a museum sold you directly is the museum's transaction, not ours, so its refund follows that museum's policy, not this one. Everything we sold you, we stand behind under the rules on this page.
