This Exchange, Return and Refund Policy is intended to help customers understand the regulations governing the exchange, return, or refund of tickets to LOALOA Show after a purchase has been successfully completed through the website loaloashow.com.
Before completing payment, customers must carefully review all information, including the performance, event date and time, ticket category, number of tickets and ticket purchaser’s details, to ensure accuracy. As each performance has a fixed number of seats, purchased tickets cannot be changed or refunded except in the exceptional cases specified in this Policy.
1. General Principles for Exchanges, Returns and Refunds
Once LOALOA Show tickets have been purchased and successfully paid for, they are not eligible for exchange, return or refund in any form, except in the exceptional cases specified in LOALOA Show’s Exchange, Return and Refund Policy.
This principle applies due to the fixed number of seats, ticket categories and capacity of each performance. Once a transaction has been completed, the seat corresponding to the purchased ticket will be recorded and reserved for the customer by the system.
LOALOA Show does not permit customers to exchange tickets for another performance, change ticket categories, return tickets or request refunds due to changes in personal plans, inability to attend or incorrect information provided during the booking process.
2. Exceptional Cases Eligible for Refund Consideration
Customers may only be considered for a ticket exchange, return or refund in the exceptional cases specified below. LOALOA Show will review and process a refund when the customer’s request fully satisfies the conditions set out in this Policy.
2.1 Technical Errors During Payment or Ticket Issuance
Customers may be eligible for a refund in the event of a technical error originating from the website or payment gateway, including the following cases:
- The customer is charged multiple times for the same order;
- The customer’s account or payment card has been charged, but the system is unable to issue the ticket;
- The transaction has been 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 has verified the transaction details.
2.2 Cancellation or Change of Event Schedule
Customers may be eligible for a refund if the event is canceled or its scheduled date or time is changed for reasons attributable to the Organizer.
Customers will also be eligible for a refund if the event 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 government authority.
3. Refund Process and Method
In cases eligible for a refund under this Policy, LOALOA Show will receive the customer’s request, together with the relevant order details, transaction information and supporting documents, if any, through its official contact channels. LOALOA Show will then review and verify whether the refund conditions have been satisfied.
Once the request has been approved, LOALOA Show will process the refund as follows:
- Refund timeline: Refunds made by bank transfer or to a domestic payment card (ATM card) will be processed within 3 - 7 business days. For international payment cards, including Visa, Mastercard and JCB, the funds will be credited to the customer’s account within 7 - 15 business days, or according to the processing cycle of the customer’s card-issuing bank, calculated from the date on which LOALOA Show receives all required information.
- Refund method: The refund will be returned to the same bank account or payment card that the customer used to purchase the ticket.
LOALOA Show receives, reviews, and processes customers’ ticket exchange, return and refund requests in accordance with the conditions, scope of application and procedures set out in this Policy.
LOALOA Show does not charge a processing fee for valid refund requests. However, if any fees are imposed by a bank, payment intermediary or card issuer during the refund process, such fees will be borne by the customer in accordance with the regulations of the relevant payment service provider.
Contact Information
To report a payment error or submit a request for refund consideration, customers may 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, 108 Nguyen Du Street, Ben Thanh Ward, Ho Chi Minh City
