Help

Frequently Asked Questions

• How do I know if my order went through?

After placing a successful order, you should receive a confirmation number and/or confirmation email. You can also log in to your account and check "User Menu > Order > Order History".

• How can I print my tickets?

When you complete the purchase, assuming that you have selected e-tickets as delivery method:

  1. You'll see the tickets on the confirmation page and can print them right away
  2. In your confirmation email, there is a link to the "Print Tickets"
  3. You can log in to your account and print tickets from "User Menu > Tickets > Print Tickets".

• I checked out as a guest and didn't create an account. Can I still login to manage, print or refund my tickets?

Yes, click on the sign in button, enter the email you used for the purchase and you can claim your account by confirming your email address.

• My credit card show a charge but I never received my tickets?

Credit card dashboards often show Authorizations as charges and that confuses buyers. Authorization is not a charge and will go away automatically in a few days. A failed authorization means that the transaction was failed for some reason. If you tried purchasing, but never received a confirmation number or confirmation email but you see a charge, that is most likely a failed authorization and not a charge.

Before trying to purchase again, check "User menu > Tickets > My Tickets" to make sure your purchase did not go through. If your order has not gone through, you should try purchasing again. Your purchase is only successful when you see the confirmation page.

• Why does my credit card show more than one charge for a single purchase? Am I double-charged?

1- Check "User menu > Tickets > My Tickets" to make sure your purchase went through only once. If you've made more than one purchase, you may want to return the duplicates.

2- If you've submitted your transaction with a wrong billing address, the AVS (address verification system, used by credit card processors to prevent fraud) will reject your payment but put a temporary hold on the amount, also known as "authorization". The authorization is not a charge and will drop off your statement in a few days. Check your statement again in a few days to confirm that the amount is gone.

• Do I need to print my e-tickets, or can I just show on my phone?

Most events accept mobile tickets, but some don't. Unless clearly instructed otherwise in the event information or the delivery method choices, you should try to print your tickets.

• Can I change my ticket delivery method?

Contact us right away, and we may be able to change your delivery method.

• Can I change my seat or performance if I got the wrong tickets?

If the exchange policy of the event allows exchanges or upgrades, you can use "User Menu > Tickets > Exchange Tickets" to exchange, upgrade or change the date of your tickets.

If the return policy of the event allows returns, you can use "User Menu > Tickets > Return Tickets" to return your tickets for store credit and purchase a new set of tickets. Your store credit will be applied on the checkout page.your purchase went through only once. If you've made more than one purchase, you may want to return the duplicates.

Otherwise, you can contact us. We may be able to exchange the tickets for you.

• What if I didn't receive a confirmation email or invoice?

First, check your spam folder. If the email isn't there, you've probably entered an invalid email address or are using a system that blocks our emails.

To view, print, or receive the confirmation and email as an invoice, use the "User menu > Orders > Order History" and click on the icon for the invoice.

• How do I sign in if I forgot my password?

If you've entered the correct email address, you can simply reset your password. Click on the Sign In button, click Forgot Password, and wait a few minutes. You'll receive the password recovery code in your email, and you can then change your password.

• I cannot sign in and I haven't gotten any emails (welcome email, order confirmation, password recovery) from you. What should I do?

You've probably signed up with a wrong email address or made a typo in your email address. Try to sign up again with the correct email address.

• I purchased Refund Protection. How can I file a claim?

Refund protection is offered through XCover, an independent, 3rd party company. All claims and refunds should be processed directly and solely through XCover. We are not in any way involved or responsible in the refund protection process.

Should you need to file a claim, create an account on https://www.xcover.com/en/login with the same email address that you used to purchase the tickets and file your claim online. If you have any questions or concerns, contact XCover.com directly as XCover, and not the website you purchased tickets from, is solely in charge of the claims and refund protection.

All the information that you need to file a claim with XCover is included in your sales confirmation email and you can access them again from the 'Order History' menu.

Finding & Buying Tickets

How To Find/Buy a Ticket:

  1. Go to the Tickets page by clicking on the top menu.
  2. You will see a list of available events. Click on the "button" for your desired event.
  3. You will be redirected to the "Find Tickets" page where you can simply select the number of tickets that you need and add them to your shopping cart.
    If the event is 'Assigned Seat', you may be able to select your seat on the interactive seating chart or ask the system to find you the best available seats.
    You can see and verify the assigned seats in your shopping cart before making the purchase.
  4. Now that you have tickets in your shopping cart, press the "Proceed to Checkout" button to go to the checkout page. If you are not already logged in, you will be asked to log in or create a new account or checkout as a guest. It is quick and easy.
  5. On the checkout page, choose the required delivery method and fill out your billing and credit card information to complete the transaction.
  6. Upon successful completion of the transaction, you should receive a confirmation number and a confirmation email will be sent to you. You will also be able to see your tickets using the "My Tickets" link on the main menu.
  7. If e-tickets are selected as the delivery method, you can print your tickets immediately or at a later time using the link in your confirmation email or by logging into your account and using the "print e-tickets" option from the top menu.

How do I receive my tickets?

Each event may offer one or more delivery methods that you can choose on the checkout page.

  • E-tickets (print or show on the phone): You will receive tickets right after the purchase and can either print them or show them on the phone to get admitted. If you don't have a printer at the time of purchase, you can still choose the e-tickets option and print them later by using the link in your confirmation email or going to "print e-tickets" on the main menu.
    Please note that some events may require you to print the tickets. Read the delivery method description to see if printing is required.
  • Will-Call (collection or pickup): If Will-Call is selected as the delivery method, you need to pick up your tickets at the location specified. It is usually at the venue on the event day or it could be at some other location.
    You may need to provide a matching ID or the credit card you used during the purchase to pick up the tickets.
  • Mail/Post: If mail is selected, you will be asked for a shipping address and the tickets will be sent to you.

Returning A Ticket (Returns Policy)

How To Return The Tickets:

We understand that your plan may change and you may need to return your tickets.

Hence we are offering return policy whenever possible. Our return policy may vary from event to event so please read the return policy in the event information page carefully. If allowed by the event's return policy, you can return your tickets certain amount of time before the event for refund to your credit card. Certain charges may apply in each case.

Notes:
  • No refund unless indicated by the event's return policy.
  • There will be no refund if you don't show up for the event or you don't return your tickets.
  • Service charges are not refundable.
  • If you have used “Muddy Water Tours” credit during the purchase, you can only return for “Muddy Water Tours” credit. In this case option to return to credit card will not be available.

 

To return a ticket:

  1. Click on “Return Tickets” link on the left.
  2. Select the proper invoice and hit refresh.
  3. For each ticket that you want to return, click on the “Add to Return List”.
  4. Select the refund type (Muddy Water Tours Credit or Refund to credit card)
  5. Press the return button.

Join Our Mailing List

Join our newsletter to get informed about our upcoming events

How to Register for Email Notifications

  • If you have not signed up yet, you can register for email notifications during sign up. Click on the "Sign In" menu and sign up.
  • If you have already signed up, login using your email address and password and go to the "My Account" page from the menu, to set your mailing list preference.

Privacy & Cookie Policy

PRIVACY POLICY

We, at muddywatertours.ca and Muddy Water Tours ( Collectively referred to as “Muddy Water Tours” or “We” or “Us”), have great respect for your privacy and intend to protect your personal information. We honor the privacy of our users and highly protect information users provide for the purpose of using our services.  The Privacy Policy followed by Muddy Water Tours site applies to all users of Muddy Water Tours and any and all information provided to us.  By using Muddy Water Tours website you or other users accept our terms and practice as described in the following lines.  If you need further assistance or have any question in this regard, please contact us at muddywatertours.ca@ticketor.com.

 

INFORMATION THAT MUDDY WATER TOURS MAY COLLECT

When you or other users of Muddy Water Tours sites and services provide information to us, we may collect personal information including your name and email address and may also combine it with the information that was received from different sources. If such information is provided to us, while you or others using Muddy Water Tours site, in some other form or manner, or from our business partners and from other third parties, we may  collect personnel information.

 

OTHER  INFORMATION AND METHODS THAT MAY BE USED TO COLLECT INFORMATION WHEN YOU VISIT MUDDY WATER TOURS WEBSITE

 

-          Muddy Water Tours sever logs automatically collect certain information such as the date and time of your visit , the type and language of your browser and your IP address, in order to help Muddy Water Tours to track movements of you and other users of Muddy Water Tours sites for the purpose of understanding their needs.

-          In order to facilitate your access to Muddy Water Tours website and to personalize your online usage of our site, we may assign your computer one or two cookies.

-          In order to improve and customize our services and promotional methods, we may use standard ordinary internet tools which could collect information and track your use of Muddy Water Tours website. 

-           

CHILDREN’S ONLINE PRIVACY ACT

Muddy Water Tours observes the Children’s Online Privacy Act (COPA) and does not intentionally or knowingly collect information from children under the age of 13. 

If such information be ever collected by Muddy Water Tours, it will be in compliance with COPA.

 

ADVERTISEMENTS OF OTHER COMPANIES ON MUDDY WATER TOURS WEB SITE

 

-          Other networks or companies may be allowed to advertise on Muddy Water Tours

websites. However, Muddy Water Tours will not provide any personal information to these advertisers or companies.

-          It is important to note that if you decide to use or interact with any third

 party advertiser/s on our websites, you must be cautious and aware that these advertisers may use their own tracking tools and methods ( e.g. cookies etc.) to collect information, including information about you and the computer you used to view or interaction with them. 

          

-          Please note that there is an organization called the “Network Advertising Initiative (NAI)” to which, some of our advertisers and companies are a member .  This network provides consumers with the option and ability to opt-out of being targeted by all members of  NAI.  You may visit their website at:  www.networkadvertising.org and exercise your right to opt-out and stop being targeted for further advertisements.

-          Please exercise your out-most caution when using our website to communicate with other third-party especially, when you provide information about yourself or another person .  In doing so, please bear in mind that Muddy Water Tours does not have the ability to control who may read your postings or what they may do with the information you provide.  We reiterate the necessity to use care and caution in posting your personal information.

       INFORMATION MAY BE USED FOR FOLLOWING PURPOSES;

The information you provide may be used for the following purposed:

-     To provide you and other users with the requested services or products,

-          To facilitate the use of our services and products,

-          To process your orders, manage and keep track of your Muddy Water Tours account,

-          To prevent illegal transactions on Muddy Water Tours website and identify fraudulent use or users of our products and services,

-          To better understand your priorities and customize promotional contents and advertisements, accordingly,

-          To research and evaluate the quality of our services/ products to enhance our services,

-          To apply and enforce Muddy Water Tours terms and conditions of use,

 

INFORMATION MAY BE SHARED WITH FOLLOWING PARTIES;

 We, at Muddy Water Tours do not share personal information with others, unless we inform our users in advance and if, on limited occasions (as described below) we share such information our users would have the right to opt out.

We may share personal information with:

-          Organizers and producers of the events who are involved in the production or sponsoring the event, including but not limited to the venues, promoters, talents, performers and their representatives/ agents,

-          Credit card companies and their partners for process of payments as well as other providers of services to Muddy Water Tours,

-          Our business partners who may offer you their products and services,

-          Other legal agencies, in order to protect our users and prevent fraudulent transactions and misuse of our website.

Non-personal information may be combined and shared with advertisers and others.

 

YOU HAVE THE RIGHT TO DECIDE

You have the right to decide :

-          To decline receiving promotional messages, up-dates, emails and news from Muddy Water Tours by sending us an email,

-          To refuse or delete cookies and change your settings, even though our website may not be able to provide you with all features of our website,

-           To refuse providing personal information.  This might be resulted in non-availability of certain features or services of Muddy Water Tours to you.

   

PPROTECTIVE MEASURES WE TAKE

In order to protect personal information of our users against unauthorized intervention, access, or misuse, Muddy Water Tours takes necessary protective and security measures.

 

UPDATE OF PRIVCY POLICY

Muddy Water Tours may change or updates its’ applicable Privacy Policy according to the potential changes in our practice or services.

 

HOW TO CONTACT US

If you have any question or concern about this Privacy Policy or other matters pertinent to our services or practices, please contact us by email at muddywatertours.ca@ticketor.com

Is Buying on this site Secure

Purchasing on this site is safe and secure:

  • Our system is 100% automated so nobody has access to your personal information such as your credit card information.

  • We use SSL (Secure Socket Layer) technology so your personal information (including credit card number) will be encrypted during the transfer to server.

    How do I know if I am on a secure (SSL) page?

    Always make sure you are on a secure page before entering your personal information.
    You are on a secure (SSL) page if:

    1. http: at the beginning of your internet address, changes to https:

    2. Depending on your browser, a "Lock" icon will appear in your address bar (at the top of the page) or in the status bar (at the bottom of the page).