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:

You'll see the tickets on the confirmation page and can print them right away
In your confirmation email, there is a link to the "Print Tickets"
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?

• 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:

Go to the Tickets page by clicking on the top menu.
You will see a list of available events. Click on the "button" for your desired event.
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.
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.
On the checkout page, choose the required delivery method and fill out your billing and credit card information to complete the transaction.
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.
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)

Returns Policy

We understand that whether it's within your control or not plans may change and you may need to return your tickets.

The Palace Arts will endeavour to do its best by you and hopes that in return you will consider the situation of the organisation too. The Palace is a start up, non-profit event and all its team work on a voluntary basis. With this in mind, our returns policy is that we can refund you up to 50% of your ticket's face value and put the remaining 50% towards your ticket the following year.

Please note

The Palace can refund up to 50% of ticket's face value
There will be no refund if you do not show up for the event with no warning of more than one week
Service charges are non-refundable

To return a ticket, please contact jordan@thepalacearts.com

Many thanks,

The Palace Arts team

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

We, at The Palace Arts (collectively referred to as “The Palace Arts” 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 The Palace Arts' site applies to all users of The Palace Arts and any and all information provided to us. By using The Palace Arts 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 jordan@thepalacearts.com.

INFORMATION THAT THE PALACE ARTS MAY COLLECT

When you or other users of The Palace Arts' 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 our site, in some other form or manner, or from our business partners and from other third parties, we may collect personal information.

OTHER INFORMATION AND METHODS THAT MAY BE USED TO COLLECT INFORMATION WHEN YOU VISIT THE PALACE ARTS' WEBSITE

The Palace Arts' server logs automatically collects 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 us to track movements of you and other users of The Palace Arts' sites for the purpose of understanding their needs.

In order to facilitate your access to The Palace Arts' website and to personalise your online usage of our site, we may assign your computer one or two cookies.

In order to improve and customise our services and promotional methods, we may use standard ordinary internet tools which could collect information and track your use of The Palace Arts' website.

CHILDREN’S ONLINE PRIVACY ACT

www.thepalacearts.org 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 The Palace Arts, it will be in compliance with COPA.

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 prevent illegal transactions on The Palace's website and identify fraudulent use or users of our products and services
To better understand your priorities and customise promotional contents and advertisements accordingly
To research and evaluate the quality of our services/products to enhance these in the future
To apply and enforce The Palace's terms and conditions of use

INFORMATION MAY BE SHARED WITH FOLLOWING PARTIES

The Palace Arts will 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:

Organisers and producers of the events who are involved in the production or sponsoring the event, including but not limited to the venues, promoters, workshop leaders, performers and their representatives
Non-personal information may be combined and shared with advertisers and others.

PPROTECTIVE MEASURES WE TAKE

In order to protect personal information of our customers against unauthorised intervention, access, or misuse, The Palace Arts takes necessary protective and security measures.

UPDATE OF PRIVCY POLICY

The Palace Arts may change or update it's 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 jordan@thepalacearts.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).