This Ticket Exchange, Return and Refund Policy is intended to help customers understand the rules governing the exchange, return or refund of tickets purchased successfully for LOALOA Show through the website loaloashow.com.
Before completing payment, customers should carefully review all booking details, including the performance, date and time, ticket category, number of tickets and purchaser information, to ensure that they are correct. As each performance has a fixed seating capacity, purchased tickets cannot be changed or refunded except in the exceptional circumstances set out in this Policy.
1. General Principles for Exchanges, Returns and Refunds
Once a LOALOA Show ticket has been purchased and payment has been successfully completed, it is non-exchangeable, non-returnable and non-refundable in any form, except in the exceptional circumstances specified in LOALOA Show’s Ticket Exchange, Return and Refund Policy.
This principle applies because the number of seats, ticket categories and capacity of each performance are fixed. Once a transaction is completed, the seat corresponding to the purchased ticket is recorded and reserved for the customer.
LOALOA Show does not permit customers to exchange a ticket for another performance, change the ticket category, return a ticket or request a refund where the customer changes their personal plans, is unable to attend, or provides incorrect information during the booking process.
2. Exceptional Circumstances Eligible for Refund Consideration
Customers may request an exchange, return or refund only in the exceptional circumstances described below. LOALOA Show will verify and process a refund only where the customer’s request fully satisfies the conditions of this Policy.
2.1. Technical Errors During Payment or Ticket Issuance
A customer may be eligible for a refund where a technical error occurs on the website or payment gateway, including:
- The customer is charged multiple times for the same order;
- The customer’s account or payment card is charged, but the system is unable to issue the ticket;
- The transaction is recorded as successfully paid, but the customer does not receive the ticket due to a system error.
Where a customer is charged multiple times for the same order, the duplicate payment will be reviewed and refunded after LOALOA Show verifies the transaction details.
2.2. Programme Cancellation or Schedule Change
A customer may be eligible for a refund where the programme is cancelled or rescheduled for reasons attributable to the Organiser. A refund may also be provided where the programme cannot take place due to a force majeure event, such as a natural disaster, epidemic, or an order to suspend operations issued by a competent state authority.
3. Refund Process and Method
Where a refund request is eligible for consideration under this Policy, LOALOA Show will process the refund as follows:
- Refund processing time: Within 3–7 business days for bank transfers or domestic ATM cards. For international payment cards, including Visa, Mastercard and JCB, the refund may take 7–15 business days to appear in the customer’s account, or longer depending on the processing cycle of the customer’s card-issuing bank. The processing period begins after LOALOA Show has received all required information.
- Refund method: The refund will be returned to the same bank account or payment card used by the customer to purchase the ticket.
When contacting LOALOA Show, customers must provide complete order information and transaction records so that the request can be verified and processed. LOALOA Show will receive and review exchange, return or refund requests in accordance with the scope, conditions and procedures stated in this Policy.
To report a payment error or submit a refund review request, please contact LOALOA Show through the following channels:
- Hotline: 0989 239 118 - 0989 935 118
- Zalo: 0989 239 118
- Email: info@loaloashow.com
- Location: Independence Palace grounds, 108 Nguyen Du Street, Ben Thanh Ward, Ho Chi Minh City, Vietnam
