Consult this handy guide if you have any questions about refunds due to the corona crisis
We are swamped with questions and therefore unable to answer all the messages in time. Before contacting us, please consult our FAQ section. We invite you to go through this extensive step-by-step plan. Thank you for your understanding.
1 // What is the exact status of the event for which you have tickets?
If you have tickets for a show that has been cancelled, postponed without a new date or postponed with a new date, please check our overview page with all affected events.
- Has the show been cancelled? Go to section 2A.
- Has the show been postponed without a new date? Go to section 2B.
- Has the show been postponed to another date? Go to section 2C.
- Has the show been moved to a different date and location? Go to section 2D.
- Has the show been cancelled, but you wish to rebook to another location? Go to section 2E.
2 // All ticket buyers will be notified of any new change by email
Ticket buyers will always be notified by e-mail of any new information regarding the event for which they have purchased tickets. Please do check your mailbox (as well as your spam folder) if you have any questions about your tickets.
2A. My show has been cancelled
If a show has been cancelled, you will receive an email about this. In this communication you will find all the information you need together with a link to the refund form for cancelled events. This form must be completed in full before the end date stated in the email. Please also double-check if your account number is correct, otherwise this will delay the refund process. If you have inserted everything correctly, you can expect a refund. During this crisis period, the refund will take a little longer than normal. Normally, for cancelled events, the refund will be in your account approximately within the three months following your request being approved.
Go to the refund form for cancelled events
2B. My show has been postponed without a new date
If the show for which you have tickets has been postponed but a new date is not yet known, you will be informed by email. No further action is expected from you. We do not have any more information at that moment and cannot help you further. The Ministerial Decree of March 18th, republished on September 18th , states that no refund can be requested for a show of which a new date is not yet known. For that matter, we cannot process refund requests for that show. We are therefore asked to wait until a new date is known. If that new date is found, you will be notified again by email. Then go to section 2C.
2C. My show has been postponed to another date
If the event for which you have tickets has been postponed to a new date, you will be notified via email. You will then receive - what we call - a 'Ticket Update'. This email complies with the Ministerial Decree. There are two possibilities:
A. I can attend the event on the new date
Does the new date suit you? Then you don't need to take any further action. The 'Ticket Update' is proof that your purchased tickets remain valid for the new date on which the event will take place. This official proof can be found in the blue box of the email. If you haven't received your original tickets yet, don't worry about it. In most cases we work with delayed ticket transfer, which means that tickets will be sent about two to four weeks before the show. You will also find your tickets in your account on our website after you have logged in.
B. I am unable to attend the event on the new date
AIf the new date does not suit you, you may apply for a refund by proving that you are unable to attend the event on the new date in accordance with the Ministerial Decree of 18 March 18th, republished on September 18th. Read more about this in section 3.
2D. My show has been postponed to a new date and new location
If the event has been moved to a new date and a new location, you will also be notified by email. If this new date and/or location suits you, you do not need to take any further action and you will receive the new tickets later on. In most cases we work with delayed ticket transfer which means that tickets will be sent about two to four weeks before the show. As a consequence, you may not have received your original tickets yet. You will also find your tickets in your account on our website after you have logged in.
If you want a refund, there are two possible scenarios:
- If the new location is nearby (*), you can apply for a refund but you must prove that the new date and/or location does not suit you. See section 3.
- If the new location is too far away (**), you can request a refund as specified in section 2A and no supporting documents are required.
(*) As laid down in the Ministerial Decree of March 18th, republished on September 18th.
(**) This will be determined in all fairness and in consultation with the organiser.
2E. My show has been cancelled or moved to another location further away from the original location and I have the opportunity to rebook my tickets
If the event is cancelled or moved to a location other than the original location (see section 2D), you will also be notified via email. If this email allows you to rebook your tickets to a different date and location, you can of course use this option. If you opt for a refund, section 2A will follow.
3 // About refunds of tickets for events postponed to a new date
Please fill in your personal details carefully on the refund form for events affected by the corona crisis.
This form must be completed within 30 days of receipt of our 'Ticket Update' mail (see section 2C). The official date of the 'Ticket Update' mail can be found at the top left of the mail. From this date the 30 days will start.
If, after these 30 days, exceptional circumstances arise that prevent you from attending the event, please contact us at email@example.com. That way, we can verify with you whether you meet the conditions for a refund. Circumstances covered by the optional cancellation insurance (illness, death, etc.) are not accepted.
Check your account number
In the dropdown on the form, select the event for which you have tickets. Fill out the requested details and make sure to check your account number (so that the refund will not be delayed due to an error or incomplete account number).
Payments by credit card
If you paid with Mastercard or Visa, fill in the word 'online' at the BIC and IBAN number and the money will be transferred to the card that was used to purchase the tickets.
Add your supporting documents
Add a document that proves you cannot be present on the new date. Please note that simply uploading your tickets does NOT count as proof. Possible examples are a planned operation, a planned wedding or a planned vacation. You can upload a maximum of 1 file with a maximum size of 1Mb.
Please use the extra field to explain
If you would like to give more information about your request for a refund, you can do so at the bottom of the form. You do not need to take any additional action after completing the form.
Go to the refund form for events affected by the corona crisis
4 // How are refunds monitored?
4A. Refunds for cancelled events
Anyone who has tickets for a cancelled event will be refunded after completing the refund form. Given the enormous workload at the moment, this may take a few months.
4B. Refunds for events rescheduled to a new date
If you have received a 'Ticket Update' email, it means that the tickets you have are covered by the Ministerial Decree of March 18th, republished on September 18th. After we have processed your request, there are two possibilities.
A. Your application is approved
You will not receive a separate message about this. The money will automatically be transferred to your account. You can expect the refund no later than three months after the lifting of the Ministerial Decree (exceptional measure), which is currently scheduled for June 30st 2021. Consequently, you will receive a refund before the end of September 2021.
B. Your application will not be accepted
We will inform you of this from 2 November (*). You will not receive a refund if the reason or proof was not accepted as sufficient. However, your tickets will remain valid for the event on the new date.
(*) Due to the enormous amount of messages, we have not been able to communicate each and every request separately so far.
What are possible problems and what can you do about them?
1/ There is a possibility that you may not have received an email from us about the status of the event for which you have tickets. In this case, we recommend you check your spam folder. If you can't find the email, please visit our website for more information. The list of affected events is sorted chronologically and you will find the status, the possible new date and the date of sending the 'Ticket Update' email.
2/ There is a possibility that you will not have received a confirmation email after filling out the refund form. You do not need to take any further action in this matter. Filling out the forms several times does not make much sense. If you want to be sure, please send an email to firstname.lastname@example.org with the subject: 'Confirmation of refund request NAMEEVENT'.
3/ It is possible that, after completing the refund form, you come to the conclusion that you have entered incorrect data. It makes little sense to fill out the form a second time as this will cause confusion during further processing. In that case, we advise you to contact us via email@example.com with the correct information.
4/ Is the show for which you have tickets not in the list of affected events? Then this means that we have not yet received any further information about this event. Please do not take any further action. The list will be updated daily with new information.
What if you have additional questions?
If you have additional questions about the refund of tickets, please contact us via firstname.lastname@example.org. We recommend that you include the name of the show, date and time in the subject of your email.
Please also let us know what problem you are experiencing:
— What is the status of my refund?
— I forwarded supporting documents but did not receive a reply.
Be sure to give us your full name and the reservation number of your order. This way we can help you quickly.
If you have any questions about other matters such as relocated events, bubble seats or corona measures, please consult our FAQ.
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