Refunds and Exchanges
You’ve secured your perfect seats using SeatPlan’s view-from-seat photos and are looking forward to attending the theatre. But, just as you excitedly go to write the date in your diary, you find that you’ve double-booked yourself! Here is the lowdown on refunds and exchanges.
SeatPlan is a Ticket Search Engine
SeatPlan provides a platform to search for events, view photos and reviews and book tickets. Our availability system compares availability, offers and prices from several Suppliers to find the best deals – think Skyscanner or Compare the Market, but for theatre tickets!
Although the booking is made through the SeatPlan website, it’s fulfilled by one of our ticketing Suppliers, which means they process the payment and issue the tickets. You can find out who your supplier is in your confirmation email, or in the My Tickets section of the site.
Exchanges
Exchanges are therefore made at each Supplier’s discretion, and unfortunately, should a Supplier refuse an exchange, SeatPlan are unable to override this decision.
In order to exchange your tickets, you’ll need to submit an exchange request directly to the Supplier who fulfilled your booking.
Most of our ticketing Suppliers can only process an exchange request if it is received at least 48 hours before the performance date, and generally, these must be working days. It is not usually possible to exchange tickets after this time, but if you have serious extenuating circumstances, it may still be worth reaching out to your ticketing Supplier.
Refunds
Tickets are sold on a non-refundable basis. If you are concerned that you may need to cancel your booking, we recommend adding Ticket Protection to your order.
Ticket Protection must be added at checkout, and cannot be retrospectively applied to a booking. If you have added Ticket Protection, this will be stated on your confirmation email and in the My Tickets section of your account.
Ticket Protection terms vary per Supplier, so make sure to carefully check this while adding it to your order.
Contacting Your Supplier
You can find out which ticketing Supplier fulfilled your booking and how to contact them in the My Tickets section of your SeatPlan account, your confirmation email, or by clicking your supplier name below for further info.
To request an exchange from London Theatre Direct, complete their contact form. Be sure to use the email you booked with, and supply your Order Number, so their team can easily locate your booking.
For events in the next five days, London Theatre Direct can also assist over the telephone on 0333 009 0997. Please do not call the number if your booking is for a date over five days away, as the team will not be able to assist via telephone if this is the case.
To request an exchange for an Ingresso booking, their customer service team can be contacted via email at customerservices@ingresso.co.uk.
Ensure you quote your Order Reference Number to assist the team in finding your booking.
You can request an exchange with the See Tickets customer service team by filling in their booking exchange form. Be sure to use the email you booked with, and include your Order Reference Number, so the team can easily locate your booking.
An exchange can be requested from Encore’s customer service team by using their dedicated SeatPlan UK support chat.
Click the above link, then on the black ‘contact us’ chat button in the lower right-hand corner of the page, as seen in the screenshot below.
Use the email you booked with and quote your Order Number so the support team can find your booking.
For customers in the US, you can request an exchange by speaking with North American Tickets USA’s customer support team via their dedicated SeatPlan Broadway support chat.
Click the support link, then on the black ‘contact us’ chat button in the lower right-hand corner of the page, as seen in the screenshot below.
Be sure to use the email you booked with and quote your Order Number so the support team can find your booking.
If you’re ever having trouble getting in touch with your Supplier, do reach out to our team at help@seatplan.com, and we will be happy to assist.