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.
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.
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.