Last updated and effective as of December 9, 2020

NEDERLANDER ORGANIZATION TICKET EXCHANGE & REFUND POLICY

Recognizing flexibility is key in our guests’ return to Broadway. As a result of COVID-19, Nederlander is implementing an exchange and refund policy for guests of all of its venues in NYC.  This policy will provide flexibility in the event a guest may be unable to attend a show due to illness, travel restrictions, or any other circumstances. Our guests may feel confident purchasing tickets in advance knowing this exchange or refund policy is in effect if they cannot attend the date and time originally purchased.

When you request an exchange or a refund, the request will be approved with no questions asked and no additional service fees assessed provided the request meets the terms and conditions outlined herein.

EXCHANGE & REFUND POLICY

1. TICKET EXCHANGES AND REFUNDS WILL ONLY BE CONSIDERED WHEN THE ORIGINAL TICKETS ARE PURCHASED THROUGH ONE OF THESE AUTHORIZED PRIMARY SALES CHANNELS: BROADWAYDIRECT.COM, TICKETMASTER.COM, TELECHARGE.COM OR THE VENUE BOX OFFICE LOCATED AT THE VENUE ADDRESS. If tickets were not purchased through one of these sales channels, guests will need to contact their point of purchase to inquire about the exchange and/or refund policies of their point of purchase.
2. THE DEADLINE TO SUBMIT EXCHANGE AND REFUND REQUESTS IS TWO (2) HOURS BEFORE THE ADVERTISED CURTAIN DATE AND TIME. Any requests received after this deadline are not eligible under the terms of this policy.
3. All exchange or refund requests must be submitted online by visiting: broadwaydirect.com/refunds-and-exchanges.  It is the responsibility of the guest to provide accurate information when submitting the request.  Any incomplete or inaccurate information may cause the request to be delayed or denied.
4. The guest making the request must be the original purchaser of record and will need to validate ownership of the original purchase (i.e. name, order number, e-mail address, method of payment, etc.) when submitting the request.
5. A maximum of ten (10) tickets per customer per venue may be approved for an exchange or a refund within a period of sixty (60) consecutive days.
6. For approved refunds, a credit will be issued to the original method of payment the guest used to make the original purchase.
7. Any refund requests for tickets purchased with cash at the venue box office within six (6) days of the performance, tickets should be handled directly with the box office. Any refund requests for tickets purchased with cash more than seven (7) days prior to the performance must be submitted online: broadwaydirect.com/refunds-and-exchanges.
8. For approved exchanges, the tickets may be exchanged solely for different performances of the same production for which the tickets were originally purchased, subject to availability, blackout dates and promo restrictions. The amount of money paid on the original ticket will be applied to the exchanged ticket. Any difference in order total will be adjusted upon completion of the exchange. Any credits to be issued will be issued to the original method of payment the guest used to make the original purchase.  If there is additional money due, the guest needs to pay this amount before the exchange is completed.
   1. Additional money may be due if (1) a guest chooses a performance or section that costs more than their original purchase; (2) a guest exchanges an originally discounted ticket into a performance where the discount is no longer available or applicable; (3) a guest exchanges an originally discounted ticket into a performance where the discount price is higher; (4) if a delivery method is chosen that requires an additional payment.

 

OTHER TERMS & CONDITIONS

1. This ticket exchange & refund policy is valid solely for events appearing at the following venues in New York City which are owned and/or operated by the Nederlander Organization: Brooks Atkinson Theatre, Gershwin Theatre, Lunt-Fontanne Theatre, Marquis Theatre, Minskoff Theatre, Nederlander Theatre, Neil Simon Theatre, Palace Theatre, and Richard Rodgers Theatre.
2. For tickets purchased at the venue box office, a first and last name along with a minimum of an e-mail address or a phone number must be associated with purchase for the tickets to be eligible for an exchange or a refund. Any tickets purchased at the venue box office without an associated first name, last name, e-mail or phone will not be eligible for an exchange or refund.
3. For tickets purchased as part of a group, the exchange or refund request of the guest needs to be handled by the group sales agent or agency who coordinated the group booking. Any group tickets that need to be exchanged or refunded may only be requested by the agent or agency of record for that order. Refunds will only be issued back to the original method of payment.
4. New special offer, discount and promotion codes may not be applied to exchanged tickets. The ticket exchange will be for the same ticket type and offer that was originally purchased, subject to blackout dates and availability. If a discount and/or promotional offer is not available for the newly requested performance, a refund will be issued for the original purchase and the guest will proceed with a new transaction to purchase the newly requested performance.
5. Tickets that a guest has posted to Ticketmaster.com for resale (via the Ticketmaster Plus marketplace) and have not yet been sold need to first be removed from posting by the guest and restored back to the guest’s Ticketmaster account before an exchange or refund may be requested.
6. Resale tickets that a guest purchased or sold on Ticketmaster.com (via the Ticketmaster Plus marketplace) are not eligible for an exchange or a refund.
7. Tickets that have been transferred to another party may not be exchanged or refunded by any party other than the original purchaser. If the tickets have been transferred by the original purchaser, the tickets must be transferred back to the original purchaser prior to the original purchaser requesting an exchange or a refund.
8. Approval and/or determination of eligibility of any exchange or refund request is at the sole discretion of venue management. All decisions are final.
9. A request is considered submitted after the online form is filled out with accurate information and the guest is presented with a confirmation message that the request was submitted. Any inaccurate information will need to be remedied prior to the request being officially submitted.  If the amount of time it takes to remedy the inaccurate information causes the submission deadline to pass, the request will not be eligible for consideration under the terms and conditions of this policy.
10. Complimentary tickets are not eligible for an exchange or a refund under this policy.
11. Performance dates, times, prices and cast subject to change without notice.
12. Other restrictions may apply. This policy may change without notice.
13. Requests for refunds and exchanges are voidable if unreadable, inaccurate, incomplete, forged, mechanically reproduced, irregular in any way, or otherwise not in compliance with this exchange and refund policy. Broadway Direct and its affiliates are not responsible for injury or damage to a guest’s or to any other person’s computer(s), mobile device(s), or other equipment, related to or resulting from submission of a request or downloading materials from or using the website. If, for any reason, the request is not received as planned, including by reason of damage by computer virus, worms, bugs, tampering, unauthorized intervention, fraud, technical limitations or failures, strikes, industry conditions, bankruptcy or liquidation, marketplace demands, applicable law, unforeseen obstacles, or any other causes which, in the sole opinion of Broadway Direct, could corrupt, compromise, undermine, or otherwise affect the administration, security, fairness, integrity, viability, or proper conduct of the request, Broadway Direct reserves the right, in its sole and absolute discretion, to determine whether the request is eligible for consideration.

For exchange or refund requests that do not meet the requirements of this policy, please contact Nederlander Customer Service: [email protected]