We're receiving a huge volume of enquiries about refunds and rescheduled shows, so we’ve put together a list to help to answer your questions.
We currently have a reduced number of staff working incredibly hard from home, so if you have a question about what’s happening with your booking, we kindly request that you read through this list carefully to see if the answer you need is here before getting in touch with us.
We’d like to thank all of our audiences and supporters for their patience and understanding at this difficult time.
Will I be refunded?
Everyone who has booked for a cancelled show will be contacted and offered their choice of a full refund or credit to their Belgrade account (which can be spent on any future show of your choice at the Belgrade Theatre) – unless the show you have booked for is rescheduled.
In this case, we will first offer you tickets to see the show you originally booked for at a later date, but if you are unable to make the rescheduled performance, you can still ask us for a refund or credit instead. Please wait for our team to contact you with further details before attempting to get in touch with us.
With a limited number of staff members working from home and thousands of customers to contact, the refunding process is taking a little longer than usual, so please bear with us while we work through the list and contact everyone.
If you paid in cash and did not leave contact details, or if your bank card has changed since you purchased your tickets, you can email email@example.com and our team will respond as soon as possible. Please only contact us about your booking in these circumstances.
If you do not require a refund and would like to donate some or all of the money you would have spent with us back to the Belgrade Theatre, please let our box office team know when they get in touch with you. You can also make a donation online.
When will I be refunded?
Our box office team are currently working tirelessly to contact and refund every individual booker for every cancelled performance – that’s thousands of people in total. They are also currently working from home with reduced staff numbers.
As such, processing refunds is taking a little longer than usual, but we are aiming to issue all refunds no later than the week that the performance was originally scheduled to take place. Please bear in mind, however, that once we have processed your refund, the money may still take up to five working days to appear in your account.
We kindly ask that our patrons do not contact box office to request refunds as our phone lines are currently shut, and responding to emails will further slow down the process.
I paid in cash. How can I get my refund?
If you have paid in cash and left contact details when you made your booking, our team will be in touch with you as soon as possible.
If you did not leave contact details when you booked, please send an email to firstname.lastname@example.org with full details of your booking and a contact telephone number. As the building is empty, our box office phone lines are currently closed, so we ask that you please do not call our usual box office phone number.
My bank card has changed since I made my booking. How can I get my refund?
If your bank card or account details have changed since you made your booking, please send an email to email@example.com with details of your booking and explaining your problem – we’ll be back in touch as soon as possible.
As the building is empty, our box office phone lines are currently closed, so we ask that you please do not call our usual box office phone number.
I paid using vouchers. Will I be able to claim the value back?
If you paid using vouchers, and the show you have booked for is not rescheduled, the value of your vouchers will be credited to your account, enabling you to use it on any other show at the Belgrade Theatre. We are unable to issue cash refunds for voucher payments.
I have another problem with my booking or refund. How can I get in touch?
While the building is closed and our staff are working hard to process refunds, we have temporarily closed box office phone lines and are asking people to avoid contacting us unless it’s urgent, to help us speed up the refunding process.
If you have read through all of our FAQs and you have an urgent problem that is not covered here, please either send us a message on Facebook, or send an email to firstname.lastname@example.org, and we’ll respond as quickly as we can.
I have unused gift vouchers. Will they be extended?
Yes. We are extending the validity of all existing gift vouchers for a further 12 months. If you have unused gift vouchers, please send an email to email@example.com to arrange your voucher extension. Please note that our box office team are extremely busy, so it may take a little longer than usual to respond, but we will get back to you as soon as we can.
All new gift vouchers purchased before the theatre reopens will also be valid for two years.
I’m a My Belgrade Member. Will my Membership be extended?
Yes. To account for the benefits that you may have missed out on this season and as a thank you to our valued members for their ongoing support, we have extended all existing individual My Belgrade Memberships by three months, free of charge.
This three month extension will also apply to renewal and new My Belgrade Memberships purchased between March-May 2020 (subject to change).
Will any of the cancelled shows be rescheduled?
Yes, but we are unable to give full details at this time as we are still in discussions with the producers of the shows that have been cancelled. Once new dates have been arranged and new contracts drawn up, we will share the details here.
If you have booked for SIX, we can confirm that the show has been rescheduled, and we have sent out emails to all bookers with details of the new dates. Please keep an eye on your emails for updates from us.
I don’t need a refund and would like to donate to the Belgrade Theatre. How can I do this?
The closure of the theatre and the cancellation of multiple shows has been financially devastating for the Belgrade, and as a registered charity, we are incredibly grateful for any donations to help us through this extremely difficult period.
If you would like to donate some or all of the money you would otherwise have spent on shows to help support the Belgrade Theatre, please let our team know when they contact you to arrange your refund.
Alternatively, you can also make a donation to us online, or support us by becoming a My Belgrade Member, enabling you to enjoy a range of great benefits such as priority booking for our Autumn 2020 Season, and even greater discounts when you book for multiple shows.
I can’t afford to donate or become a Member, but I would still like to support the Belgrade Theatre. What can I do to help?
There are lots of ways you can help us without spending money. One is by signing up to our mailing list, which will enable us to send you regular email updates about what is happening during the lockdown and when we will be back up and running.
Another way to help is by following our social media channels. We are currently working on lots of exciting ideas for you to enjoy and interact with while we’re closed. Please do follow us on Facebook, Twitter or Instagram to make sure you don’t miss out on any of this.