Hello!
When refunding tickets due to an artist cancellation/reschedule, do you refund the full amount a patron paid, or just the face value of the ticket (aka, do you refund fees)? My senior leadership team would like to review our refund policy (we currently refund the full amount a patron paid), and our largest venue is 713 seats.
I'd love to know the size of your venue as well.
We always refund fees as well (just cancelled a lecture for today actually). I feel like that is the right thing to do since we are making the choice to cancel the event! But I'm interested as well to hear what others do.
We refund the entire amount, including fees. We tried to keep fees once and it was not perceived well by the patrons. We have a 1500 seat Amphitheater, a 526 Main Stage Theater, and 220 Black Box Theatre
Hi! We don't have a set space that is "ours" but the venues we use range from 100 seat blackbox to a 3,500+ seat proscenium stage auditorium. If needed we refund only the value of the ticket, not the fees.
Forgot to add that we have two venues on the smaller side. One is 339, and the other is 382.
Do you have any fees built into the ticket price that you keep, or are the fees all broken out? How do you talk through this with the patron?
No, our fees are kept separate. They range from $3-$6 per ticket on single ticket purchases. Subscribers pay a flat rate when they purchase their package ($3.50-$10). We just keep the messaging simple with patrons. We are refunding the value of their ticket. Fees are non-refundable.
We have an order fee (not a per ticket fee). If we cancel an event, we refund the order fee if that is the only event in the order. If there are multiple events in the order, we do not refund the order fee. Ditto with our exchange fee - if we cancel an event, we do not charge the exchange fee if the patron switches to a different event. (We are in the middle of cancelling and refunding multiple events right now, due to Stanford University's policy on coronavirus and large gatherings.)
For a cancelled perf or anything reheated to our choice then yes. If it's their circumstances often just the tickets.
Our main theatre is 889 seats but we range form 250 to over a thousand.
If we are responsible for the cancellation, then we absolutely refund the full amount paid. If we reschedule it to a different date, then we do not charge exchange fees and even if it's rescheduled and the patron cannot attend the new date, we would still refund the entire amount paid.
Our policy is to refund the value of the tickets (unless it was an error on our part). We feel that the fees pertain to the transaction. Once the transaction is finalized, those fees are now used to pay for the processing.
We are just under 2200 seats at our biggest.