Individual ad hoc cancellations
Our policy is no refunds. The policy is posted prominently for shoppers on the checkout page and on the order receipt. We make exceptions on a limited basis for our customers when requested via an email from the email address listed as the account manager. We normally hold back all fees.
We will also make exceptions at our discretion when a purchaser contacts us immediately, or if we think there may have been a system problem at the time of purchase.
Please note that except when a performance has been canceled, we are unable to make refunds for just part of an order.
Here’s how to request a refund for a patron:
- Find the authorization code for the order. You’ll see that on the receipt just under the credit card information. You can also get it from the Txn column of the sales report for an event that includes the order to be refunded.
- Email us the patron name, number of tickets, and one of the events in the order that is being refunded.
- If you are making multiple requests in a single email, please use a separate line for each.
The authorization code uniquely identifies an order, but we ask for the redundant information to eliminate the possibility of error. Canceling the wrong order could mean taking away a parent’s last chance to see a child perform.
Canceled or Postponed Performances
In the event of cancellation or postponement, patrons can choose to donate the proceeds or receive a refund, but fees of 50 cents per ticket plus 3% for CC charges will be held back. We normally issue these refunds by reversing the credit card charge, although account managers have the option of issuing the refunds themselves from the proceeds. Please note that we are not able to reverse a charge made more than 6 months in the past. In the event that an order includes both canceled and un-canceled events, we will pro-rate the refund accordingly. Account managers usually offer makeup performances, and seats to canceled performances can then be swapped into other performances that will take place. This swap must always be made with the purchaser’s permission, unless a clear custom notice to the contrary was posted for shoppers prior to purchase, and also as custom text on the receipt.
See this page for how to work with us to cancel a performance and arrange for refunds to the patrons.