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Cancelled & Rescheduled Shows FAQs

I have tickets for a show which did not go ahead, but has not been listed as cancelled or rescheduled. What is happening?

If a show is not listed online as either cancelled or rescheduled, it means that we are still awaiting confirmation about possible rescheduled dates. We would advise you to keep hold of your tickets for now and we will be in contact with you as soon as we have the right information either via email or telephone. If the show is rescheduled you will be offered the same seats for a new date, if not or you can’t make a new date offered, we will offer you a refund.

I requested a refund a number of weeks ago and have heard nothing back, when will this be processed?

We apologise that refunds can sometimes take up to 14 days to come through. Your ticket money will be refunded back to the original payment method used to purchase the tickets, whether it was a payment card or Paypal account. If your original payment card has expired or your Paypal payment was made more than 6 months ago we will need to take your new card details over the telephone in order to process your refund for you, please feel free to call us on 01603 630000 during our phone line opening hours.

How do I know which date & time my bookings have been rescheduled to?

As soon as we receive confirmed rescheduled dates for a show we will get in touch with you via email to inform you of the new date of your booking. If we do not have an email address for you, a member of the Box Office team will telephone you to let you know. If you have given us your correct email address but not received an email, it may be worth checking your Junk or Spam folder just in case. Please be aware that can only contact the person who’s name and details are on that booking.

On the website you can check your Orders by selecting ‘My Account’ and ‘Orders’ to find your rescheduled date. You can also check our What’s On page on the website www.norwichtheatre.org

Will I have the same seats I booked originally for the rescheduled date?

Yes, we will keep your same seats when transferring your booking across to a new date. If there is any reason why we cannot do this, we will contact you regarding this.

How do I go about getting a refund for a cancelled show?

As soon as we receive confirmation that a show cannot be rescheduled and therefore has to cancel we will get in touch with you via email to let you know. The email will provide a link which gives you the option to have your ticket money refunded back to your original payment method, credited to your Norwich Theatre account to be used towards a future booking, or if you wish to donate any or all of your ticket money towards our Refund Rescue campaign you are welcome to do so. If we do not have an email address for you, a member of the Box Office team will telephone you to let you know. If you have not received this email you can email us at tickets@norwichtheatre.org to make your request to the Box Office team and we will respond as soon as we are able to.

My booking has been rescheduled to a date that I cannot attend, can I have a refund or transfer to a different date?

Yes, absolutely! If you cannot attend a rescheduled date you are able to claim a refund or a credit on your tickets, unless you wish to make a donation. If there is availability on a different date you are also welcome to swap your tickets over. To do this please telephone the Box Office on 01603 630000 to speak to a member of the team.