Our Event Ticket supplier is closely monitoring the current global situation involving the coronavirus (COVID-19), as it relates to the impact on live events. The goal is for every fan to be safe and make sure they have the information needed regarding their order.
We know you – and your members– have questions about how we are responding to this crisis. Please understand that this situation is extremely fluid, with suspensions, postponements, cancellations, and other approaches being announced almost hourly. Additionally, some events that are suspended or postponed may eventually be cancelled, but there may not be final decisions made by event promoters for days, weeks, or even months. The supplier is monitoring each and every event closely.
For events that have been cancelled – meaning the event will not be held at its scheduled time or any time in the future, OR it will be held without patrons in attendance – the member is entitled to a full refund of the purchase price, including delivery charges. You nor the member need to take any action, as our customer service team will email you with details on a full refund. Given the number of events impacted, we've been advised that members can expect to receive refunds within approximately 2-4 weeks.
As of today, a majority of major events have been suspended or postponed, as opposed to cancelled. This is an important distinction because until an event is cancelled, we will not be issuing a refund. These events – and orders associated with them – are in a “pending” state and are treated as postponements. Should the events eventually be rescheduled, tickets purchased through your platform will be valid for the rescheduled event – per industry standards across the entire ticketing landscape. If and when any suspended or postponed events become cancelled, we will contact you and issue a refund.
Again, no action is needed on your end or from your members.