This Refund & Cancellation Policy applies to all tickets and bottle-service reservations purchased through tucandela.app or the Tu Candela mobile app. It forms part of our Terms of Service.
1. All sales are final
Tickets are non-refundable and non-exchangeable except as described in this policy. Please read event details carefully before completing a purchase.
2. Event cancellation by Tu Candela
If Tu Candela cancels an event and does not reschedule it to a date within 60 days, you will receive a full refund of the ticket face value to the original payment method. Third-party service fees and card-processor fees are non-refundable and will be deducted.
If an event is rescheduled, your original ticket will automatically be valid for the new date. If you cannot attend the rescheduled date, email tickets@tucandela.app within 7 days of the announcement to request a refund.
3. Door denial
Entry may be denied for any of the following, with no refund:
- Failure to provide valid 21+ photo identification.
- Intoxication or disruptive behavior.
- Violation of dress code or house rules.
- Arrival after capacity is reached (entry is not guaranteed after doors open).
- Possession of prohibited items (weapons, illegal substances, professional recording gear without prior approval).
4. Bottle-service reservations
- More than 7 days before the event: 100% refundable.
- 2 to 7 days before the event: 50% refundable, or full credit toward a future reservation within 90 days.
- Less than 48 hours before the event: deposit is forfeited. No refunds.
- No-shows: full minimum-spend commitment applies and no refund will be issued.
5. Bar crawl passes
Bar-crawl passes cover entry to three venues on a specific date. No partial refunds will be issued for venues not visited. If one venue cancels its participation, the pass remains valid at the other two and is not refundable.
6. How to request a refund
Email tickets@tucandela.app with:
- Your order number (on your receipt).
- The name and date of the event.
- The reason for the refund request.
We aim to respond within 3 business days. Approved refunds are issued to the original payment method and may take 5–10 business days to appear on your statement.
7. Chargebacks
If you believe a charge is incorrect, please contact us before disputing with your card issuer. Unilateral chargebacks without good-faith contact may result in loss of future ticket privileges and recovery of chargeback fees.
8. Force majeure
Tu Candela is not liable for cancellations, delays, or failure to perform due to causes beyond our reasonable control, including weather, acts of God, public-health emergencies, government orders, or utility failures. In the event of force majeure, we will make reasonable efforts to reschedule affected events.
9. Contact
Tu Candela Bar LLC
tickets@tucandela.app
+1 (786) 498-1648