Fire N Ice Arena, doing business as SSS VenuePass
Effective date: July 30, 2026 | Last updated: August 10, 2026
This policy forms part of our Terms of Service and should be read with our Privacy Policy. The version of this policy that was live when you completed your purchase is the version that governs that purchase. Previous versions are retained and available on request.
The short version
- Most sales are final. If you change your mind or cannot attend, we are not obliged to refund you, though you can request one up to 48 hours before the event and you can always transfer your ticket to someone else. Tickets bought as part of a pass cannot be requested this way — see Section 3.
- If we cancel, you get everything back automatically. Ticket, service fee, add-ons, in full, without asking.
- If we move the event, you have 14 days to decide. Your ticket stays valid for the new date, and if that does not work for you, you can ask for a full refund within 14 days of us announcing the new date.
- If something is our fault, you get a refund. Tickets that do not arrive, gates that will not scan a valid ticket, accessible seating we cannot provide, prices we got wrong.
The rest of this page is the detail.
1. What you are buying
A ticket is a revocable licence to attend one specific event at the seat shown on your ticket. It is not a property right and not a guarantee of any particular experience. We can withdraw it under Section 9, and if we do so without cause we refund you in full.
Prices are shown in US dollars. The ticket prices listed on event pages, seat maps and listings are the ticket price only, and some listings are rounded to the nearest dollar. For purchases on this website, a service fee is calculated on top and itemised on the checkout screen before you authorise payment. The total shown on that final screen is the price that binds you. Tickets bought in person at the box office are charged at the ticket price without that fee. Optional extras such as add-ons are never pre-selected and can be removed before you pay.
2. All sales are final, with exceptions
Except where this policy says otherwise, all sales are final. We will not refund you for:
- change of mind, or a scheduling conflict on your side;
- inability to attend for any personal reason;
- weather that affects your travel while the event still goes ahead;
- dissatisfaction with the event, the performers, the result of a game, the crowd, the temperature, or the view from a seat you chose;
- not having read the event date, time, venue, or age restriction before buying;
- a problem with your own device, including a dead battery or a phone you left at home, though see Section 4, because we will try to help at the box office;
- an opening act, support act, undercard, or guest appearance being changed, added, or dropped;
- arriving late or leaving early;
- being refused entry or removed from the venue under Section 9.
3. Requesting a refund
You can request a refund from the ticket in your account, under My Tickets.
When you can ask: up to 48 hours before the event starts.
What you get if approved: the ticket price. The service fee is not returned on a request you initiate, because it covers processing and platform costs we have already incurred. Add-ons are not returned once the order is placed unless they fall under Section 5, 6, or 7.
Who decides: requests are reviewed by the event organiser, and approval is at their discretion. Your ticket stays valid for entry unless and until a refund is approved, so do not assume a refund and skip the event.
What we will tell you: we acknowledge your request within 2 business days and give you a decision within 10 business days. If it is declined, we tell you the specific reason. If you disagree, you can escalate to help@sssvenuepass.com and a different person will review it within a further 10 business days. These are commitments our staff keep by hand; the system does not chase them for us.
Refunds we cannot process on request:
- tickets you have already transferred to someone else, because they are no longer yours to refund;
- tickets that have already been scanned in;
- orders where the 48-hour deadline has passed;
- orders placed with a promotional code, as explained below;
- tickets bought as part of a pass, as explained below.
Orders placed with a promotional code. We cannot currently action a refund you request yourself on an order that used a promotional code, because the discount applies to the order as a whole rather than to any one seat, and we will not risk returning you more or less than you actually paid. This does not affect your rights when the failure is ours. If we cancel, postpone, or significantly change an event, a discounted order is refunded like any other, at the amount you actually paid. The discount itself is never returned as cash, and promotional codes cannot be reinstated or reused once an order is refunded.
Tickets bought as part of a pass. A pass is sold as one thing for one price, and the saving is spread across every event in it rather than sitting on any single seat. There is therefore no honest figure to hand back for one night on its own, and returning a night at its share of the bundle would leave you holding the rest of a pass you no longer qualify for at the price you paid. So you cannot action a refund yourself on a pass ticket from My Tickets. This does not affect your rights when the failure is ours. If we cancel an event in your pass, that event is refunded to you automatically under Section 5, with no request and no approval needed. Everything in Section 4, and in Sections 6 through 8, applies to a pass exactly as it does to any other ticket — contact us at help@sssvenuepass.com or the box office and we will action it for you.
Where the money goes: to the original payment card, arriving in 5 to 10 business days depending on your bank. Where a ticket was transferred, any refund under Sections 5 through 8 goes to the person who originally paid, not the person holding the ticket. If you accepted a transferred ticket, anything you paid the sender is between you and them.
If your card has expired or closed, the card networks usually route the refund to your replacement card automatically. If it comes back to us we will contact you and arrange another method after verifying who you are.
4. When something is our fault
You are entitled to a full refund of everything you paid, including the service fee and add-ons, in each of these situations. You do not need to rely on organiser discretion.
Your ticket does not arrive. If we cannot get a working ticket into your account or inbox by 4 hours before the event and cannot restore access, you choose between equivalent-or-better admission or a full refund. Tell us before the event ends.
A valid ticket will not scan. Come to the box office before the event ends. If we cannot admit you, we refund the affected tickets in full. This does not apply to a ticket that was transferred away, already scanned, voided, or is a screenshot, as below.
We got the price wrong. If a ticket was listed at an obviously incorrect price, we may cancel the order and refund you in full. We will tell you within 2 business days and offer you the chance to buy again at the correct price if seats remain. We will never quietly charge you the difference.
Accessible seating we cannot provide. If an accessible seat, companion seat, or accommodation you booked is not available when you arrive, you choose between comparable-or-better relocation and a full refund.
An obstructed view. If your seat turns out to have an obstruction that was not disclosed to you when you bought it, come to the box office and we will relocate you where we can, or refund you in full.
A note on screenshots. The QR code shown on a ticket in your account refreshes every few seconds, so a screenshot or screen recording of it will stop working. Open the ticket in your account when you reach the gate. A printed or PDF ticket carries a fixed code instead, which stops working the moment it is first scanned — so do not share or post either kind, because whoever presents it first gets in. A code that has been screenshotted, shared or already used is not a scanning failure and is not covered above.
5. If we cancel an event
If an event is cancelled and not rescheduled, you are refunded the entire amount you paid, including the service fee and any add-ons, to your original payment method, automatically and without asking. This applies equally to orders placed with a promotional code, refunded at what you actually paid, and to tickets that have been transferred, where the refund goes to whoever originally paid.
We will email the address on your order within 3 business days of the cancellation being confirmed. Refunds are issued within 10 business days and normally appear on your statement within 5 to 10 business days after that.
This includes add-ons, whether or not you had already redeemed them.
Where we offer a bonus credit as an alternative to cash, the cash refund is shown alongside it with equal prominence and cash is always available. We will never issue credit instead of cash without offering you the choice.
6. If we postpone or reschedule an event
Your ticket stays valid. If an event moves to a new date, your existing ticket remains valid and we will honour it for the new date in the same seat, or the nearest comparable one if your seat is unavailable. We will email you when a new date is set.
You have 14 days to change your mind. When we announce the new date, a refund window opens for 14 days. During that window you can request a full refund of everything you paid, including the service fee and add-ons, for any reason and with no documentation. After 14 days the ticket is non-refundable and Section 2 applies.
If no new date is announced within 90 days, the event is treated as cancelled and Section 5 applies, including the automatic refund.
Add-ons carry over to the new date where that is practical. Where an add-on cannot carry over, it is refunded in full.
You can also transfer your ticket to someone else at any time under Section 9.
7. If we change an event significantly
Some changes are significant enough that you should not be held to the purchase. If any of the following happens, we will email you and you can choose, within 14 days of our notice or before the event starts, whichever comes first: keep the ticket, exchange it for an equal-or-better seat at no extra cost where one is available, or take a full refund of everything you paid.
Significant changes:
- the event moves to a different venue;
- the date changes, see Section 6;
- the start time moves by more than 3 hours;
- the headline act, main event, or advertised primary participant withdraws and is not replaced, or is replaced by someone different;
- the event becomes closed-door or streaming-only;
- your seat is moved to a lower-priced category or a materially worse location.
Not significant, and not refundable:
- an opening act, support act, undercard, or guest changing;
- the start time moving by 3 hours or less;
- your seat moving to an equal or better location;
- the setlist, programme, roster, or officiating changing;
- a promotional giveaway running out, or a theme night being modified;
- concessions, merchandise, or amenity availability changing;
- attendance capacity being reduced in a way that does not affect your seat.
Seat relocation. We may move seats for safety, production, sightline, or accessibility reasons. We move you to an equal or better seat where one exists. If only a worse seat is available, you can take it, or you can decline it and we refund you in full.
8. If an event is cut short
If an event runs to at least half its scheduled length, or the end of the second period, set, or act, whichever comes first, it counts as having taken place and no refund is due.
If an event is abandoned before that point and is not resumed or replayed:
- abandoned before it starts: full refund of everything you paid;
- abandoned after it starts but before the halfway point above: a full refund of the ticket price. The service fee is not refunded once the event has begun.
A delayed start is not refundable as long as the event begins within 3 hours of the scheduled time and reaches the halfway point above.
If the venue is evacuated for safety and the event resumes, your ticket is valid for re-entry. If it does not resume, the rules above apply.
Circumstances beyond our control. Weather, power failure, ice plant failure, a public health order, a government direction, or any similar event beyond our reasonable control excuses us from running the event. It does not excuse us from refunding you. If an event is cancelled or cut short for any of those reasons, you are refunded on exactly the same terms as any other cancellation.
9. Transfers
If you cannot attend, you can transfer your ticket to someone else through the platform. Once the transfer is accepted, the ticket belongs to the recipient and appears in their account.
- Transfer is final. Once accepted, we cannot reverse it.
- The recipient is bound by this policy and our Terms of Service in full.
- Refunds go to whoever originally paid, not the current holder.
- You may not resell a ticket above the price you paid plus our service fee. Reselling above face value within 200 feet of a venue entrance or its parking area is separately prohibited by Arizona law (A.R.S. § 13-3718).
- We are not responsible for tickets bought or sold outside our platform. Tickets from unauthorised sources may be invalid or already used, and we cannot help you with them.
Tickets sold or transferred in breach of this section may be cancelled, and the accounts involved suspended.
10. Add-ons
Add-ons include parking, skate rental, lockers, food and beverage credit, and similar extras.
Redemption is single-use and final. Once an add-on code is scanned, it is spent, whether or not you actually received the item. If something goes wrong at the point of service, raise it with staff before you leave the venue.
Unredeemed add-ons expire when the event ends and are not refunded or carried forward, unless the event was cancelled, postponed, or significantly changed under Sections 5 through 7.
Multi-unit add-ons are redeemed one unit at a time, up to the number you bought. Units you do not redeem are not refunded or carried forward.
Capacity-limited add-ons such as parking or rental equipment are honoured subject to availability when you arrive. If capacity has run out and we cannot substitute, that add-on is refunded in full even though the event goes ahead.
Add-ons involving equipment or ice access may require a signed waiver, a minimum age, or a size or skill level. If we have to refuse you on safety grounds, or you do not meet a requirement we disclosed, we refund that add-on and your event ticket is unaffected.
11. Orders we may decline or cancel
Submitting an order is an offer to buy. A contract forms when we send your confirmation. We may decline an order, or cancel it after acceptance and refund you in full, where we reasonably believe:
- it exceeds a posted ticket limit, whether through one account or several coordinated accounts, cards, addresses, or devices;
- it was placed using a bot, script, automated tool, CAPTCHA-solving service, or any circumvention of a ticket limit, queue, presale gate, or security measure;
- it was placed using a false identity or a payment method you are not authorised to use;
- the payment was declined, reversed, or flagged by our processor;
- it was placed to resell tickets in breach of Section 9;
- inventory was oversold or configured in error;
- it breaches applicable law or our Terms of Service.
Where we have set a ticket limit for an event, we reserve the right to cancel an order that exceeds it in full rather than trimming it. We apply this by hand when we notice it, so an order going through is not confirmation that it was within the limit.
Using a bot or circumventing purchase controls may violate the federal Better Online Ticket Sales Act and Arizona law, and Arizona treats it as an unlawful practice under the Consumer Fraud Act. We will void affected tickets to the extent the law permits, suspend accounts, and refer matters to the authorities.
12. Denied entry and removal
No refund is due if you are refused entry or removed from the venue for breaching venue policy, including disruptive, threatening, or unlawful behaviour, intoxication, prohibited items, refusing a security search, entering a restricted area or the ice surface, or not following staff instructions.
Age restrictions are set per event and shown on the event page. If you bought a ticket for someone who does not meet the age requirement, tell us before the event and we will refund it. If entry is refused at the gate on that ground, no refund is due.
13. Chargebacks
Please contact us before disputing a charge with your bank. Most problems are resolved faster and more completely if you come to us first, and this page gives you a defined route.
If you dispute a charge on a valid purchase, we may void the associated tickets, refuse entry, suspend the account while it is resolved, and contest the dispute with evidence of your purchase and agreement to these terms. Repeated disputes we successfully defend may result in permanent closure of the account.
Nothing on this page limits your rights under card network rules or applicable law to dispute a charge with your bank. If your card or account was used without your permission, tell us and your bank immediately and we will void the affected tickets and help with the investigation.
14. Accessibility
Accessible seating, companion seating, and accommodations are available for every event, priced the same as comparable seats in the same category. Request accommodations at least 72 hours ahead at help@sssvenuepass.com and we will do our best on shorter notice. If we cannot deliver what you booked, Section 4 applies.
15. Changes to this policy
We may update this policy. Material changes are posted with a new date and, for account holders, emailed at least 15 days before they take effect.
Changes never apply backwards. The version live when you completed your purchase governs that purchase, and previous versions are retained and available on request.
16. Contact
| Refunds and orders | help@sssvenuepass.com |
| Escalations and appeals | help@sssvenuepass.com |
| Accessibility | help@sssvenuepass.com |
| Legal notices | Fire N Ice Arena, Attn: Legal — help@sssvenuepass.com |
By purchasing tickets through SSS VenuePass you confirm that you have read, understood, and agree to this policy.