Exchanges & Cancellations Policy – COVID-19
Over the past few weeks, we have seen the live events landscape face rapid changes and unprecedented challenges. During this time, we have listened closely to your questions and concerns about events, refunds and more. Now, we have updates for you. Roy’s Hall is making more events available for refund – and some have new credit options too. Apart from those events affected by COVID-19 all sales are final, no exchanges or cancellations.
What You Need to Know About Your Event Status
What does it mean if my event is postponed?
If an event has been postponed, it means we are still working to determine whether the event will be rescheduled or canceled; in the meantime, your tickets are still valid. When the event cancels or reschedules, we’ll follow up with an additional email letting you know the new status and the options for refunds or the alternatives of a refund or credit. In some instances, we may offer you the ability to choose between a refund or a credit for postponed events even before we’re able to reschedule the event. If that is the case, the email you receive will inform you of those options.
What does it mean if my event is rescheduled?
If an event is rescheduled, your tickets are still valid for the new date and no further action is required. If you can’t make the new date, in many cases we will provide you the option to request a refund, or may offer you the option to choose a refund or a credit. We will send you a notification email as soon as we confirm the updated status of the event. The email will also specify the timeframe for making refund and/or credit options available; either 30 days from when you received your notification email or up until two weeks prior to the rescheduled date.
What does it mean if my event is canceled?
If an event is canceled, it means that there is no rescheduled date for your event. We will automatically refund your ticket order amount (except processing fees) to the method of payment used for purchase in as soon as 30 days. In some cases,we may also give you the option to choose a credit or gift card.
Ticket Pick Up Policy
All will-call tickets will be held at The Roy’s Hall Box Office, and we request that you pick them up at least 15 minutes before curtain. If tickets are not claimed by this time, you may forfeit your seat. If you are unavoidably delayed, please contact the Box Office.
Wait list Policy
When necessary, wait lists begin 2 hours prior to curtain. Interested patrons must arrive in person to join the wait list. If any seats become available, they will be sold to those on the wait list in the order in which they signed up. Tickets will be sold at full price — no discounts are accepted for the waitlist. All processing fees will apply.
In live entertainment, artist contracts are based on ticket price – excluding the cost of selling the ticket. The industry norm is to present ticketing fees as a separate cost. All venues incur these costs, though some get weary of having to explain and bury them in the ticket price. Preferring transparency, we have endeavored to keep our ticket prices affordable and our fees competitive with those at other venues you may frequent. Unlike some of the larger ticketing agencies, which aim to profit from each transaction, we are simply trying to recover costs. These costs add up and if we didn’t pass them on them to you, our patrons, we would lose money on every show and be out of business pretty quickly. We hope this brings some clarity to what can be a confusing topic. If you enjoy the steady stream of live entertainment and cultural opportunities that Roy’s Hall provides in our community, please consider the entire cost of delivery. The next time you come see a show, look around and take into account how much goes into making the evening what it is. Then sit back and enjoy the fact that a whole bunch of people are working very hard so you can have a good time. Enjoy the show!