If a ticket you bought on Theatr doesn’t arrive as agreed, doesn’t work, or isn’t what was listed, we’re here to help you sort it out. You don’t have to handle the problem with the seller on your own.
Before you buy
Theatr reviews listings, including the seller’s proof of purchase, against our marketplace requirements. You can view the proof on the listing and check that the event, date and ticket details match.
Also check any seat restrictions and how and when the tickets will be delivered. Complete your payment in Theatr, and contact us before buying if a listing or a seller’s request seems suspicious.
How your payment is protected
Your payment isn’t sent straight to the seller when you buy. If you submit a dispute within the allowed window, the seller’s payout is paused while our team reviews the order.
If your tickets don’t arrive or don’t work
If the seller hasn’t confirmed the transfer and your tickets haven’t arrived as agreed, check your order for Cancel Order. If it’s available and you haven’t received or accessed the tickets, you can cancel for a refund. Contact Support if you need help with a delayed transfer or that option isn’t available.
If the seller has marked the tickets as transferred but you still can’t access them, the ticket is rejected at the venue, or the ticket details don’t match what you bought, open a dispute from your order.
You can submit a dispute once the seller has confirmed the transfer in Theatr, including before the event. Report the problem as soon as you notice it, and no later than 30 minutes after the event’s listed start time.
Submit with the evidence you have, even if you’re still waiting for information or a reply from the seller. See How do I open a dispute? for the steps and examples of useful evidence.
How we resolve the issue
Our team will review the information you submit within 24 hours. We’ll look at the ticket details and evidence, contact the seller if needed, and follow up with you if we need anything else to understand what happened.
If we confirm a valid ticket issue, we’ll refund the appropriate amount to the payment method you used. Depending on the issue, this may be a full or partial refund. The time it takes to appear in your account depends on your bank or card provider.
If you’re unsure which option applies or the app won’t let you submit a dispute within the window, contact Theatr Support with your order details and what happened. We’ll help you figure out the next step.