When an event is canceled or rescheduled, the original ticketing platform will usually communicate the available options to the seller because they made the original purchase.
What to do next depends on whether the tickets have been marked as transferred. If they have, you’ll need to coordinate with the seller.
If the tickets have not been marked as transferred
Open your order.
Tap Help.
Tap Cancel Order.
Your refund will be sent to your original payment method.
If the tickets have been marked as transferred
Contact the seller using the email address or phone number shown on your order page. Coordinate with them based on the options provided by the original ticketing platform.
If the event was canceled, the seller can issue you a full refund directly from their order page until 30 minutes after the event’s listed start time.
If the seller doesn't respond or can't issue the refund:
Open your order and tap Help.
Tap Dispute.
Select Event was canceled as the reason.
Disputes must be submitted within 30 minutes after the event’s listed start time. If that window has passed, contact Theatr Support using the chat icon in the bottom right.
If the event is rescheduled
If you can't attend the new date, follow the same steps based on the transfer status shown on your order.
If the tickets have not been marked as transferred, tap Help, then Cancel Order.
If the tickets have been marked as transferred, contact the seller to coordinate a refund or another resolution based on the options provided by the original ticketing platform.
When will I receive my refund?
Once your refund is processed, it will be returned to your original payment method in a few business days. The time it takes to appear in your account depends on your bank or card provider.