Fandango Charge: Convenience Fees, FanClub, and Refunds

A Fandango charge on your credit card almost always comes from one of three things: a movie ticket bought through Fandango’s website or app, a concession order placed through the app, or a recurring $9.99 FanClub subscription. Each of the first two includes a non-refundable convenience fee added on top of the base price, and the third renews automatically every month until you cancel. If the amount looks off or you don’t recognize it, the cause is usually a duplicate app charge, a FanClub renewal you forgot about, or a fee that stayed behind after a refund.

Why There’s a Convenience Fee on Your Ticket

Fandango adds a per-ticket convenience fee to every ticket sold through its site or app. The company’s ticket and concessions policy calls it a “non-refundable Convenience Fee” and builds it into the displayed price, with applicable taxes grossed up rather than itemized.¹ Fandango doesn’t publish a set dollar amount for the fee. Reporting has placed typical online ticketing convenience fees in the range of one to two dollars per ticket.²

Concession orders placed through the Fandango app carry a separate convenience fee, and some orders also include a delivery fee.¹ Like the ticket fee, the concession fee is non-refundable when an order is returned to the original payment method.³

Recognizing a FanClub Subscription Charge

A recurring $9.99 charge from Fandango is the FanClub membership. It renews automatically each month.⁴ Paid members skip the ticket convenience fee when purchasing through a logged-in Fandango account, though concession fees and other fees still apply. Members also get a $10 monthly promo code for a movie ticket or a Fandango at Home rental, plus a separate $10 monthly FanStore code. Those codes are single-use and expire one month after they’re issued.⁵

If a FanClub line shows up unexpectedly, check whether a free trial rolled over into a paid subscription or whether an earlier cancellation didn’t actually process. Consumer complaints filed with the Better Business Bureau include reports of FanClub charges continuing after users believed they had cancelled.⁶

Duplicate, Unauthorized, or Unexpected Charges

The complaint patterns filed against Fandango Media, LLC give you a shortlist of what to look for when a charge doesn’t match what you expected:

Duplicate charges caused by checkout errors in the app, where an on-screen error prompts a retry and both attempts post.
Convenience fees kept by Fandango after a theater cancels a showing and the ticket price itself is refunded.
Denials of refund requests for tickets that never appeared in the buyer’s email or app.
FanClub charges that continue after a cancellation attempt.
Fraudulent purchases tied to account compromise, using a stored payment method.

If the charge looks fraudulent rather than mistaken, secure the Fandango account first (change the password, remove stored cards), then contact your bank.

Getting a Refund or Exchange

Fandango allows refunds and exchanges on movie tickets, but the rules are tight. The request has to cover the entire order, has to be made before the theater’s posted showtime, and has to go through the confirmation email, the Fandango website, or the app. Fandango does not process refund requests sent by email or contact form.⁷ You’ll need your confirmation number and the email address used for the purchase, and you’ll need a Fandango account.¹

A refund sends the ticket price back to your original payment method but keeps the convenience fee.⁸ An exchange converts the full amount, fee included, into stored credit in your Fandango account. Any amount originally paid with a promo code is forfeited either way. Gift card purchases can be exchanged for credit but not refunded.¹

Concession refund eligibility depends on the individual theater’s policy. A concession refund to the original payment method excludes the concession convenience fee; an exchange to Fandango credit includes it.³

If Fandango Won’t Resolve It

When Fandango’s own support channels don’t fix the problem, two escalation paths exist. Filing a complaint with the Better Business Bureau puts an outside mediator in the middle, and BBB records show cases where that intervention led Fandango to reverse a denial and issue a refund or credit.⁶ You can also dispute the charge as a chargeback through your credit card issuer or bank.

One boundary matters here. Fandango’s terms of use include a mandatory arbitration provision, which limits your ability to pursue a claim in court individually.¹ That doesn’t affect your right to file a BBB complaint or a chargeback, but it does affect litigation.

Class Action Settlements You May Be Part Of

Fandango has settled two class actions over how it discloses and handles its fees. If your charge falls inside one of these windows, you may be entitled to money or a voucher.

New York Convenience Fee Settlement

In Awad v. Fandango Media, LLC (Case No. 610563/2024), a plaintiff alleged Fandango violated New York’s Arts and Cultural Affairs Law by failing to disclose the convenience fee at the point a ticket price was first displayed. Section 25.07(4) of that law requires ticket sellers to show the total cost, inclusive of all fees, “in the ticket listing prior to the ticket being selected for purchase,” and prohibits the price from increasing during checkout.⁹¹⁰

The case settled for up to $9 million. The class covers anyone in the United States who paid a Fandango convenience fee for tickets to a New York state theater between August 29, 2022, and March 11, 2024. Eligible claimants who filed by the March 31, 2025 deadline could choose a $5 cash payment or a $10 Fandango at Home voucher.¹¹

California Convenience Fee and FanClub Settlement

Beer et al. v. Fandango Media, LLC (Case No. 25CU046749N) was filed in California in September 2025 and covers two groups.¹² The convenience fee class includes people who paid a convenience fee for tickets to California theaters between June 11, 2020, and June 17, 2024, and who were not subject to binding arbitration. The FanClub class includes California and Washington consumers who bought a FanClub membership between October 7, 2024, and April 16, 2025; those claims alleged the monthly $10 credits, discounts, or promo codes wrongfully expired after 30 days.¹³

The proposed settlement is valued at roughly $9.4 million. Convenience fee class members who submit a claim by August 17, 2026, receive a $3.25 cash payment; class members who do nothing receive a $3.25 voucher instead. FanClub class members automatically receive a $7.50 non-expiring voucher. Fandango denies violating any law. A final approval hearing is set for August 7, 2026, and objections are due by June 18, 2026.¹³

1
Fandango. Ticket and Concessions Policy
2
CNBC. How to Save Money on Movie Tickets
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Fandango. Can I Refund My Food and Drink Order
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Fandango. One Year of FanClub
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Fandango. FanClub Benefits
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BBB. Fandango Media LLC Complaints
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Fandango. Contact Support
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Fandango. How Do I Request a Ticket Refund
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New York State Senate. Arts and Cultural Affairs Law Section 25.07
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New York Department of State. All-In Pricing Reminder for Licensed Ticket Resellers
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ClassAction.org. $9M Fandango Settlement Resolves Class Action Over Online Movie Ticket Fees
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ClassAction.org. $9.4M Fandango Settlement Ends Class Action Over Allegedly Hidden Movie Ticket Fees
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Fandango Media Settlement. Beer v. Fandango Media LLC Settlement