I have a booking for a performance which has been cancelled
If you hold a valid booking for a performance and it has been cancelled for any reason, you do not need to take any action. This page tells you what to expect.
Our priority when a performance is cancelled is to put you back in control of the value of your booking as quickly as possible and with the minimum effort for you. Soon after the cancellation is announced, we will contact you at the email address associated with the booking. We will update the Happening Now section of our Help Centre when we send these emails out. If you have not received an email you are expecting from us, see the information here.
Our email will confirm that the full value of your booking is available to you. Although you are entitled to a refund in this situation, this is not always the best or quickest solution for all customers. Refunds require a new transaction to travel through the banking system. This can take as little as a day from the time the funds leave us or as long as ten days. Occasionally it will take even longer and a trace may need to be done. Refunds can only be made to the payment card used for the booking which may not be convenient or in use. For these reasons, the first thing we will do is transfer the full value of your booking to a SIX Exchange Card. This has the following features:
- is for the full value of your booking including any fees
- is issued automatically no later than 14 days from the date of the cancelled performance (but possibly sooner)
- always subject to availability, can be used to apply the value of your cancelled booking either to a booking for a rescheduled performance of SIX at Hampton Court Palace if one has been announced or a booking for SIX The Musical at the Vaudeville Theatre in the West End
- the rebooking can be made at any time you choose after receipt, right up until 31st December, 2022
- valid for all SIX The Musical West End performances sold on SIX Tickets subject to availability at the time you choose to book
- if your new booking costs less than the card balance, retains the balance and can be used again for a future booking prior to expiry
- if your new booking costs more than your original booking can be topped up at checkout with a credit or debit card
- Exchange E-Card Terms & Conditions replace the terms and conditions of your original booking
If an Exchange E-Card suits you, when you receive the email from us containing your Exchange E-Card, you are all set and simply need to rebook when you are ready.
If an Exchange E-Card does not suit you, when you receive the email from us you simply need to click an included link to reject the E-Card and request a refund and we will do the rest, updating you when your refund has been processed and is on the way back to you from us.
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