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.
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.