Without Ticket Protection, tickets are non-refundable. Ticket Protection costs $10 per order, must be added during the original checkout, and may cover an eligible customer cancellation requested at least 48 hours before the event starts.
1. Ticket Protection
- Price: $10 per order, not per ticket.
- Purchase timing: available only during the original ticket order. It cannot be purchased separately or added later.
- Request deadline: the support team must receive the request at least 48 hours before the event start time shown on the event page.
- Covered amount: the ticket and eligible add-on subtotal for the protected order.
- Excluded amount: processing fees and the Ticket Protection fee are not refunded.
- Request channel: email support@thefloatinglanterns.com with the order number and event name.
2. Tickets without protection
Customer-requested cancellations are not refundable, transferable, or eligible for future-event credit unless required by applicable law.
3. Organizer cancellation
If The Floating Lanterns cancels an event and does not announce a replacement date within 90 days, the ticket price, eligible add-ons, and processing fees are refunded to the original payment method. Ticket Protection is not required for an organizer cancellation.
4. Organizer postponement or reschedule
Tickets automatically remain valid for the new date. If a ticket holder cannot attend, the holder may request one of the following within 14 days of the new-date announcement: transfer the tickets to another person, transfer the order to another available event of equal or lower base-ticket value, or receive future-event credit. A protected order may instead request a refund of its covered amount during that same 14-day window.
5. Weather
Events may continue in light rain when conditions are safe. A weather delay, schedule adjustment, or temporary pause is not a cancellation. When unsafe conditions require a postponement or cancellation, sections 3 and 4 apply.
6. Processing
Approved refunds return to the original payment method. Financial institutions control posting times after a refund is issued.
Review required: This unified policy resolves the conflicts identified in the audit, but legal counsel and the production checkout provider must approve it before launch.