Effective September 11, 2026. These review routes preserve your separate legal and payment-provider rights.
Different concerns need different reviews
This policy distinguishes event complaints, refund disagreements, payment disputes, and platform safety appeals. Turnstile is provided by Doorstop, Inc. It introduces no mandatory arbitration, class-action waiver, filing fee, or deadline that overrides an available legal remedy.
A refund request asks the organizer to return a payment. A card or payment dispute follows the financial provider's process. A platform appeal asks Turnstile to review a platform decision. Opening one does not automatically open, decide or close the others.
Where to raise your concern
- Event delivery, entry conditions, cancellation, postponement or the organizer's refund decision: use the order's available request flow or contact the organizer identified for the event.
- A Turnstile account problem, an incorrect platform restriction, an unreachable organizer or a concern that has not been addressed: contact legal@turnstileos.com with the relevant account, event or order reference.
- A card charge you do not recognize or another payment dispute: contact your card issuer or payment provider promptly and follow its instructions. A Turnstile support conversation is not a substitute for a required financial-provider notice.
- An eligible platform safety case: use the appeal option available to the affected account. Privacy requests follow the Privacy Notice; an immediate threat or emergency should be directed to the appropriate emergency service.
Give the reviewer enough to understand the issue
Describe what happened, the event and order or case reference, relevant dates, the outcome you are asking for, and any response already received. Preserve receipts, the event description and refund policy shown when you purchased, and relevant correspondence. Explain whether you purchased directly or received a transferred ticket.
Share only information needed for the issue. Do not send passwords, MFA or recovery codes, full payment-card numbers, private admission or transfer credentials, or unrelated information about other people. A reviewer may need to verify your relationship to the account or order before discussing private records.
We review concerns using the information available and may ask for relevant details. There is no promised response or resolution time under this policy. Legal and payment-provider deadlines remain separate; do not let an internal review cause you to miss one.
Reviewing an event or refund disagreement
Refund requests are generally assessed case by case using the event's applicable policy, the transaction history, the concern raised and any mandatory rights. A request about cancellation, material nonperformance, duplicate payment or unauthorized use should not automatically be treated as a discretionary change-of-mind request.
If you disagree with a response, identify what is incorrect or missing and request review from the organizer or Turnstile's legal contact, as relevant to the decision. Turnstile can assess its own platform records and help route a concern; it does not decide every external factual or legal dispute or guarantee a refund from the organizer.
An approval, a refund attempt and a completed refund are different states. The recorded payment-provider outcome determines whether funds have been returned. Tell the reviewer about any related refund or bank case so the same payment is not mistakenly reimbursed twice.
Card disputes and chargebacks
You may raise a lawful dispute with your card issuer or payment provider. Follow its requirements and deadlines; you do not have to wait for an internal Turnstile review where waiting could affect your rights. Different payment methods and jurisdictions have different procedures.
The relevant financial institutions and payment networks assess the payment dispute under their rules. Turnstile or the organizer may provide relevant transaction evidence, but cannot promise the outcome. A provisional credit, an accepted filing or a local review decision is not necessarily the final financial result.
Be accurate about whether a transaction was authorized, what was delivered and any refund already received. Good-faith complaints, refund requests and payment disputes are not in themselves abuse. Knowingly fabricated evidence or deliberate misuse may be investigated separately under the Acceptable Use Policy, with applicable review and legal rights preserved.
Ticket status while a payment is under review
A disputed payment or refund in progress can place its affected tickets under review and temporarily prevent admission or sharing. Check current ticket status before attending or transferring. A saved pass does not override an unresolved restriction.
Contact the organizer about imminent attendance if the status appears wrong. Current provider outcomes and any other unresolved restriction must be reconciled before eligible admission is restored. A favorable payment outcome does not give an already-used ticket a second admission.
A chargeback does not automatically create a permanent account ban. Account security, individual ticket status and a substantiated safety finding are distinct decisions; a payment dispute alone is not proof of fraud.
Evidence and appropriate access
Review may use relevant order and payment outcomes, ticket issuance or transfer records, check-in activity, applicable policy records and communications actually available for the case. Organizers must provide accurate evidence and identify gaps instead of inventing delivery, consent, identity or acceptance records.
A check-in record can help explain admission activity but does not by itself prove who authorized a card payment or resolve every complaint about an event. Information should be limited to the case and the people authorized to review it; it must not expose unrelated customer records or private platform reports.
Relevant information is handled under the Privacy Notice. We retain information needed to assess an unresolved claim or meet a lawful hold, limit its use to the appropriate purpose, and review whether continuing retention is justified. A dispute is not a basis to retain every account record indefinitely.
A retained purchase record can help establish the order details, policy revision, and confirmation recorded at purchase. It does not establish every fact about delivery, the identity of the cardholder, or payment authorization. A missing historical record must be identified as missing. Downloading evidence does not submit it to a payment provider.
Appealing a platform safety finding
An organizer report alone does not create a finding that follows an account across customers. Independent Turnstile review is required before a supported, substantiated fraud signal can lead to additional review of another paid order by the same account.
The affected account can use the available case appeal flow and explain what is wrong or provide relevant context. An open eligible appeal pauses that signal's cross-customer effect while it is considered. That pause does not independently resolve a bank dispute or remove unrelated ticket or account restrictions.
Other organizers receive a generic review requirement, not the source report, reporting organization or private evidence. An appeal should be handled by a reviewer independent of the original decision as required by the case workflow. Applicable access, fairness or contest rights may require information beyond the standard in-product case view.
Business agreements and legal rights
A dispute about a business subscription follows the executed Master Subscription and Customer Agreement and Order Form. A dispute over a talent or other signed agreement belongs to its actual parties and terms; using Turnstile's signing tools does not make Turnstile a party to that agreement or an arbitrator of it.
These support and review routes do not prevent a lawful complaint to a regulator, a permitted court claim or another remedy that cannot be waived. They do not shorten a legal limitation period or make informal contact a prerequisite to a time-sensitive legal remedy.
This policy is effective September 11, 2026. Updates do not retrospectively change a purchase, a signed agreement, or a completed decision, and do not remove any right to challenge a decision. Contact legal@turnstileos.com or write to Doorstop, Inc., 1111b South Governors Ave, Ste 96313, Dover, DE 19904.