1. The Short Version
Every ticket sold through a website or mobile application powered by Secret Golden Flower, LLC (“SGF,” “we,” “us”) is sold by the theater presenting the event (your “Theater”) — SGF builds and runs the ticketing technology behind the Service. That means your Theater’s own refund and exchange policy governs your purchase, with two guarantees that apply everywhere on our platform: a show that is canceled outright — or postponed and never given a new date — gets refunded (Section 3), and no policy can take away rights the law gives you (Section 10).
2. Who Decides Refunds
Refund and exchange decisions belong to your Theater. Where the Theater publishes separate terms, review them on its website or request them from its box office, because they differ from Theater to Theater. SGF’s Ticket Buyer Terms and this Refund Policy are linked during mobile-app checkout. To request a refund or exchange, reach out to the Theater directly; its contact information is on your order confirmation and on the website or in the app where you purchased. SGF operates the payment tooling that carries out approved refunds, but SGF does not overrule a Theater’s decision except where Section 3 or Section 10 applies.
3. When a Refund Is Guaranteed
Two situations produce a refund no matter what an individual Theater’s policy says:
- The performance is canceled outright. You get back the amount you paid for the affected tickets and any associated tax, plus any service fee except a separate fee that checkout clearly identified as non-refundable, returned as described in Sections 5 and 6. The Theater initiates these refunds after announcing the cancellation, and card refunds then take five to ten business days to post (Section 6); if nothing has arrived within fifteen business days of the announcement, contact the Theater or office@sgf.theater.
- A postponed performance never gets a new date. A postponement announced without a rescheduled date converts into a cancellation — with the same refund treatment — if the Theater has not set a new date within ninety (90) days of announcing the postponement.
Weather-related and other force-majeure cancellation calls are made by the Theater; once a performance is called off and not rescheduled, this section applies regardless of the reason.
4. Changes That Are Not Cancellations
Live shows change. None of the following, by itself, creates a refund right — though your Theater’s own policy may be more generous:
- A new date or time. Your ticket is honored at the rescheduled performance. If you can’t make the new date, ask your Theater about its exchange or refund options.
- Cast, performer, or program changes. Lineups, performers, and program content are set by the Theater and may change without notice.
- Seat relocation. If a seating change is required, the Theater may move you to a comparable or better seat.
5. What About Fees, Gift Cards, and Promo Codes?
- Service fees. Some Theaters build all fees into the ticket price; others show a separate service fee at checkout. A separate service fee that checkout clearly labels non-refundable is retained; otherwise Section 3 refunds include the fee. For discretionary refunds granted under a Theater’s own policy, fee treatment follows that policy and the disclosure shown when you purchased.
- Gift cards. Amounts you paid using a gift card are restored to that gift card; amounts you paid by card go back to that card. A fully canceled performance follows this same split.
- Promo codes. A discount is not money you paid, so it isn’t refunded as cash, and a used code is not reissued unless your Theater chooses to.
6. How the Money Comes Back
Card refunds are handled by Stripe, our payment processor, and are issued to the purchaser’s original card — we are unable to send a refund to a different card or a different person. Most banks post the credit within five to ten business days. If your original card has since expired or been closed, the banking network typically routes the refund to your replacement card or bank account automatically; if that fails, contact your Theater to arrange an alternative (such as a gift card or store credit). Where a Theater grants a refund as store credit or by another method, the terms it presents at the time govern.
7. Store Credit and Flexible Ticket Options
Certain Theaters let you cancel a ticket in exchange for store credit instead of a cash refund. Where available, this option is offered through the Theater’s ticketing website or mobile application, and any credit you accept is issued by that Theater, is spendable only with that Theater, has no cash value except where the law requires otherwise, and carries the terms shown when you accept it.
8. Chargebacks
Does something on your statement look wrong? Write to your Theater or office@sgf.theater before opening a dispute with your bank — unfamiliar statement descriptors and duplicate-looking authorizations are usually explained (or fixed) within a day, which is faster than any chargeback. If your payment method was genuinely used without your authorization, tell us right away and we will help investigate. Please note that disputing a legitimate charge instead of following this policy may result in the associated tickets being voided.
9. Stuck?
If you’ve asked your Theater about a refund and heard nothing back in a reasonable time, email office@sgf.theater with your order number. We’ll reconnect you with the Theater and help move the conversation along. Outside Sections 3 and 10, the final call remains the Theater’s.
10. The Law Wins
Where consumer-protection law grants you a refund or remedy that this policy or a Theater’s policy doesn’t, the law controls. Nothing here waives or limits any right you cannot waive by agreement.
11. Contact
Secret Golden Flower, LLC — office@sgf.theater
See also our Ticket Buyer Terms, Privacy Policy, and SMS Terms.