When you buy through Theatr, you have a team to turn to if your tickets don’t arrive as agreed, aren’t what you bought, or won’t scan at the venue. We’ll help review what happened and work with the seller, you don’t have to handle the problem on your own.
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 payout for that order is paused while our team reviews the issue.
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 need help with your tickets
Our team reviews 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.
To report a problem, open Orders → Buy and select your order. Once the seller has confirmed transfer in Theatr, tap Help → Dispute. You can submit before the event, and must do so no later than 30 minutes after the event’s listed start time. Send the evidence you have; don’t wait for the seller to reply or for every detail to be confirmed.
If the tickets haven’t arrived and the order is still waiting for transfer, check for Help → Cancel Order. If it’s available and you haven’t received or accessed any tickets, you can cancel there. If that option is missing or you’re unsure what to do, our team can help with the next step.
See the dispute walkthrough for detailed steps. If the app prevents you from submitting within the window, contact Support right away. A support message does not itself open a dispute, so use the Dispute option when it’s available.
What if my plans change?
Theatr Protection covers ticket problems. Cast changes don’t qualify for refunds under this protection. A change of plans after you’ve received the tickets or they’ve been marked as transferred doesn’t qualify either. Eligible tickets for a future event may be relisted on Theatr.
See our cancellation guide for the options that apply to your order, or our event cancellation guide if the event is canceled or rescheduled.
If you have a question before buying or need help with an order, reach our team through Profile → Settings → Contact Us. We’re happy to help you understand what to expect.