If you had a valid advance ticket but were denied entry to the event, the situation is genuinely frustrating — and we completely understand your disappointment.
Cluby's role in this situation
Cluby is a platform through which restaurants and venues sell tickets to their events. We are not responsible for event arrangements, door policies, or entry decisions — those always rest with the event organiser.
If your ticket is showing as valid in the Cluby app, there is no technical issue on our end. Being denied entry is in this case a decision made by the venue or the door staff.
What should you do?
Contact the event organiser directly — the restaurant or club that organised the event. They are best placed to investigate the situation and decide on any possible refund.
Describe the situation clearly: when it happened, what was said, and whether you have a receipt or other proof of purchase.
Find your receipt in the Cluby app under My Profile > Settings > Receipts.
Refunds
Cluby only processes refunds directly when an event has been officially cancelled. If the event took place as planned but you were denied entry, the refund decision lies with the event organiser — not Cluby.
Check your ticket
First, make sure your ticket is showing as valid in the Cluby app:
Open the Cluby app and go to the "My Cluby" section at the bottom
Change the location at the top to "Everywhere" or the city where the event is taking place
Your ticket will appear at the top of the home screen