Trust & safety

Our promises, in plain English.

Buying tickets online means trusting a platform with your money, your data, and a night you've been looking forward to. Here's what we commit to, what we enforce, and what to do when something goes wrong.

Marquee Pass is in early access. The policies below describe how the platform operates today and what we guarantee at launch.

01 — Buyer guarantee

Every ticket, guaranteed.

Other platforms have buyer guarantees too. The difference is in how they pay out, how long it takes, and what 'comparable replacement' actually means in practice.

What's covered.

Every ticket purchased through Marquee Pass — whether from our native resale marketplace, an integrated partner like Vivid Seats or StubHub, or our owned distribution — is guaranteed valid for entry. If your ticket doesn't scan, doesn't arrive, or is invalidated for any reason outside your control, you're covered.

What you get.

A full refund plus a comparable replacement ticket on us. "Comparable" means same event, same date, equal or better seat. If the replacement ticket costs more than the original, we cover the difference. You don't pay anything extra.

How fast you get it.

Refunds are processed within 24 hours of a verified claim. Comparable replacement tickets are sourced and delivered before the event, or the refund is doubled. No paperwork, no escalation, no waiting weeks for "review."

What you do.

Report the issue from your wallet — tap the ticket, tap "Report a problem," describe what happened. Our team takes it from there. You don't chase, we do.

02 — Verified sellers

Real people. Real reputations.

Resale fraud happens when platforms let anonymous sellers list tickets with no accountability. We verify the people behind every high-volume listing and show buyers what they need to make an informed decision.

Identity verification.

Sellers who exceed a transaction threshold (currently $500 in sales or 5 completed transactions) must complete identity verification via a trusted KYC provider. We confirm their legal name and address against government-issued ID before any further sales are processed. Verified sellers display a visible badge on every listing.

Reputation that means something.

Every seller has a public reputation score based on completed sales, on-time delivery rate, dispute rate, and tenure on the platform. Reputation scores are visible to buyers before purchase. There's no "new seller" hiding — every seller starts with zero sales and earns up.

Listing limits for unverified sellers.

Sellers below the verification threshold are limited to one listing at a time and lower price ceilings. This protects buyers from bad actors who try to high-volume list before they're known.

Suspended and banned sellers.

Sellers who deliver invalid tickets, miss delivery windows, or commit fraud are suspended pending review and permanently banned for repeat or severe violations. We share verified seller bans with partner platforms to prevent migration.

03 — Pricing transparency

The price you see is the price you pay.

Hidden fees are the original sin of the modern ticket industry. We don't have them. This is what we mean by that, exactly.

All-in pricing, always.

Every ticket displayed on Marquee Pass — in search results, on event pages, in your cart, at checkout — shows the true all-in total. Face value plus every fee, baked into one number. We normalize partner listings (which often hide fees until checkout) to display their true totals upfront.

No surprise fees at checkout.

What you see at checkout matches what you saw on the listing. We never add "processing fees," "delivery fees," "convenience fees," or any other line items between the listing page and the payment page. If we ever need to introduce a new fee category, it'll be disclosed at the listing level — not buried in checkout.

Fair-price labels.

Every resale listing carries a fair-price label: "Great deal" (priced below 90% of recent comparable sales), "Fair price" (within 10% of median), or "Premium" (above 110% of median). This isn't editorial — it's algorithmic, and it's the same data sellers see when they set their price.

No dynamic pricing trickery.

We don't raise prices based on demand signals, location, browser fingerprint, or anything else. The price you see is the price your neighbor sees. Resale prices change because sellers change them — not because we're optimizing for your willingness to pay.

04 — Resale policy

We follow the law, even when the law is annoying.

Ticket resale is regulated state by state. Some states cap resale prices, some require licensure, some are wide open. We enforce the rules for the state where the ticket is being sold — automatically, at the price-entry step.

Price caps by state.

These states cap resale ticket prices. When a seller in one of these states tries to list above the cap, our system blocks the listing and explains why. Caps are typically calculated as a percentage above face value.

State

Cap rule

Notes

Massachusetts

Face value + $2

Strictest in the US

Connecticut

Face value + $3 or 3× face

Whichever is greater

New York

No cap on resale

But mandatory disclosure rules apply

Michigan

Face value + reasonable service

Vague enforcement

North Carolina

Face value + $3 or 3×

Whichever is greater

All other states

No statutory cap

Standard market pricing

State resale laws change. The caps above reflect the rules as of our last review. Our enforcement system updates within 7 days of any statutory change.

What we don't allow.

Some practices are banned platform-wide, regardless of state law.

Speculative ticketing (selling a ticket you don't yet own).
Bot-purchased tickets for resale, in violation of the BOTS Act.
Tickets for events with known fraud or chargeback history (we maintain an internal blocklist).
Duplicate listings of the same ticket across multiple platforms — pick one and stick with it.

What you can do.

Legitimate resale is fine, encouraged, and how the platform works.

Resell tickets you own and didn't end up using.
Sell premium experiences or VIP packages at market rates (subject to state caps).
Transfer tickets to friends for free using our transfer flow (separate from resale).
List below face value if you want to recover something rather than nothing.

05 — Fraud protection

Fraud detection, then real recourse.

Most platforms react to fraud after it happens. We try to catch it before it does — and we make it easy to recover when something slips through.

Pattern detection.

Every transaction is screened in real time for known fraud signatures — stolen card patterns, geographic anomalies, account-age red flags, behavioral signals. Suspicious transactions are held for review before funds clear. False positives go to manual review within an hour.

Account security.

Two-factor authentication is required for sellers, recommended for buyers, and mandatory for any account with payment methods saved. We never display full payment card numbers, even in transaction history. Suspicious login attempts trigger automatic challenges.

Dispute resolution.

Disputes are handled in-platform with a real human reviewing every case. Median response time is under 24 hours. We don't use chatbots to gatekeep refunds, and we don't make you escalate through three layers to talk to someone with authority.

Coordination with payment networks.

When fraud does occur, we cooperate fully with card networks, banks, and law enforcement. Recovered funds are returned to affected buyers. We don't hide behind "platform liability" — if a ticket sold on Marquee Pass was fraudulent, we make it right.

Something went wrong? Reach a real human.

We don't have a 1-800 phone tree. We do have a small team of actual people who answer support tickets within hours, not days.

For urgent issues

help@marqueepass.com

Day-of-show problems get prioritized. Most replies under 2 hours during event windows.

For partnerships

partners@marqueepass.com

Venues, festivals, distribution. Replies within 48 hours from our partnership team.

For press

press@marqueepass.com

Story inquiries, fact-checking, comment requests. Replies within 24 hours.

Or use the in-app support chat once you have an account. Same humans, faster routing.