Refund and Returns Policy

Scope

This Refund and Cancellation Policy applies to all show tickets, tour packages, and related services purchased through this website. By placing an order, you acknowledge that you have read, understood, and agreed to this policy before completing your purchase.

Show Ticket Cancellation and Refund Policy

Due to the limited inventory and time-sensitive nature of live performance tickets, all confirmed ticket bookings are generally non-cancelable and non-refundable, except as expressly stated in this policy.

The following exceptions may apply:

Show Cancellation: If a performance is canceled due to reasons attributable to the organizer, theatre, or venue, customers may choose either a full refund or rescheduling to an alternative performance date, subject to availability.
Show Postponement or Schedule Change: If the performance date or time is officially changed, customers may choose to attend the rescheduled performance or request a full refund.
Personal Reasons: Refunds will not be provided for personal circumstances including but not limited to itinerary changes, missed transportation, illness, late arrival, incorrect planning, or failure to attend the performance.
Ticket Transfer Requests: Depending on ticketing requirements and venue policies, we may assist with updating attendee information upon request. Such requests are subject to approval and cannot be guaranteed.

Booking Errors

Customers are responsible for carefully reviewing all booking details before submitting payment.

Refunds, cancellations, or exchanges will generally not be granted for errors made by the customer, including but not limited to:

Incorrect performance date selected;
Incorrect ticket quantity purchased;
Incorrect contact information provided;
Failure to review booking details before payment.

In exceptional circumstances, we may assist with modifications at our sole discretion and subject to ticket availability.

Tour Package Cancellation Policy

For tour packages that combine theatre tickets with sightseeing activities, transportation, or guided tours, the following cancellation policy applies:

Cancellation 72 hours or more before departure: 100% refund.
Cancellation between 24 and 72 hours before departure: 90% refund.
Cancellation less than 24 hours before departure: No refund.
No-Show: No refund will be issued for customers who fail to appear at the designated departure location and time.
Partial Use: If any portion of the package has already been used, the remaining unused services are not eligible for separate refund calculation.

Venue, Seating and Program Changes

Occasionally, theatres, organizers, or performers may make adjustments due to operational requirements.

We reserve the right to make reasonable changes including:

Seat reassignment within the same ticket category;
Minor schedule adjustments;
Substitution of performers;
Modification of show content that does not materially affect the overall performance experience.

Such changes shall not constitute grounds for cancellation or refund.

Force Majeure

We shall not be held liable for failure or delay in performing our obligations due to circumstances beyond our reasonable control, including but not limited to:

Natural disasters;
Severe weather conditions;
Government actions or restrictions;
Pandemics or public health emergencies;
War, terrorism, civil unrest, or labor disputes;
Transportation disruptions;
Venue closures.

In such circumstances:

We will make reasonable efforts to arrange alternative dates or services;
Any refund, if applicable, will be limited to the amount actually recoverable from suppliers and service providers after deduction of non-recoverable costs;
We shall not be responsible for any indirect losses, including accommodation, transportation, visa, or other personal travel expenses.

Visa Rejection Refund Policy

If a customer is unable to travel due to an official visa rejection, a refund request must be submitted no later than 3 calendar days before the scheduled performance or tour date.

Eligible customers may receive a refund of the amount paid minus a 5% administrative processing fee.

Applicants may be required to provide supporting documents, including:

Official visa refusal notice;
Passport information page;
Other supporting documents reasonably requested by us.

Requests submitted after the deadline or without sufficient documentation will be handled in accordance with the standard cancellation policy.

Payment Disputes and Chargebacks

Customers are encouraged to contact us directly before initiating a payment dispute, chargeback, or claim through their credit card issuer, PayPal, bank, or payment provider.

Where services have been provided in accordance with this policy, we reserve the right to contest chargeback requests and provide supporting documentation, including:

Booking records;
Payment records;
Email communications;
Ticket confirmations;
Service fulfillment records.

Refund Process and Timeline

For refund requests that meet the conditions outlined in this policy, please contact us through one of the following methods:

Email: support(at)red-theatre.com
Contact Form: Available on the Contact Us page of this website.

Please include:

Order number;
Name of purchaser;
Contact information;
Reason for refund request.

We will review refund requests within 3 business days of receipt.

Approved refunds will be returned to the original payment method used for the purchase.

Actual refund posting times depend on the payment provider, bank, card issuer, or payment platform and typically require 7–15 business days.

Contact Information

If you have any questions regarding this Refund and Cancellation Policy, please contact:

Email: support(at)red-theatre.com
Phone / WhatsApp: +86 135-2288-6608

Last Updated: June 12, 2026