FAQ on Covid-19 situation

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THE EVENT I WAS SUPPOSED TO GO TO CAN’T TAKE PLACE, WHAT DO I DO?
Due to this exceptional situation, which has a major financial impact on the entire cultural sector, a ticket value scheme has been set up in co-operation with the Ministry of Education, Culture and Science and consumer organizations. More information can be found on www.saveyourticket.nl. Below you will find frequently asked questions regarding this scheme that is applicable to MOJO concerts.

The event has been rescheduled
For events that are rescheduled, tickets already purchased remain valid for the new date. We recommend that you keep your ticket and enjoy the event later. By holding on to your ticket, you help to absorb the economic impact of the measures relating to the coronavirus in the cultural sector.

The event has been rescheduled, but I am unable to attend on the new date
If you have a ticket for an event that has been rescheduled to a new date, but you are unable to attend on the new date, you will be refunded the amount paid in a ticket credit. The credit is equal to the value of the ticket including service fees. To qualify for this credit, the ticket must be purchased through the official sales channels. The credit can be used for another event organized by MOJO 24 months after issuing the credit. Any credit that has not been used after 24 months will be refunded. By using this credit instead of directly reclaiming money, you help to absorb the economic impact of the coronavirus measures in the cultural sector.

As soon as it is possible to request a ticket credit or monetary refund for the event you have tickets for, you will receive an e-mail from Ticketmaster with instructions to request the ticket credit or monetary refund and a deadline. We advise you to check your e-mail for updates.

The event has been canceled
If you have a ticket for an event that has been canceled, you will receive a refund of the amount paid in a ticket credit. The credit is equal to the value of the ticket including service fees. The credit is valid for another event organized by MOJO 24 months after issuing the credit. Any credit that has not been used after 24 months will be refunded. It is also possible to refund your money earlier if you do not want to use the credit.

As soon as we have information about the ticket credit being allocated in case of show cancellation, you will receive an e-mail from Ticketmaster with information about the ticket credit and instructions if you want to request a monetary refund for the event you have tickets for. We advise you to check your e-mail for updates.

THE EVENT I WAS SUPPOSED TO GO TO HAS BEEN RESCHEDULED OR CANCELED, WILL I GET A FULL REFUND OF THE PRICE I PAID?
Yes, the full ticket price including service fees will be refunded as credit.

If the event you would go to has been rescheduled, we recommend that you hold on to your ticket until the new date and enjoy the event later. Unable to go on the new date? Then you will receive a refund of the paid amount including service fees. If the event you would go to has been canceled, you will also get the full ticket price including service fees back as a ticket credit. You can use this credit 24 months after issuing the credit, to purchase tickets for another event organized by MOJO.

As soon as it is possible to request a ticket credit or monetary refund for the event you have tickets for, you will receive an e-mail from Ticketmaster with instructions to request the ticket credit or monetary refund and a deadline. We advise you to check your e-mail for updates.

WHY IS IT BETTER TO KEEP MY TICKET FOR THE NEW SHOW DATE INSTEAD OF REQUESTING A REFUND IN TICKET CREDITS OR MONEY?
By saving your ticket until the new date, you can enjoy an event that you have already paid for at a later time. You also contribute to a healthy future for the cultural sector by not requesting a refund. By holding on to your ticket you help to absorb the economic impact of the measures related to the coronavirus in the cultural sector. This way, we can work on new events in the future.

WHAT ARE THE BENEFITS OF THIS TICKET VALUE SCHEME?
If you are unable to attend on the new date, or the event you were supposed to go to has been canceled, you can still enjoy one of our events in the future with the ticket credits. Also, you support the cultural sector by using a credit instead of requesting a monetary refund.

CAN I GET MY MONEY BACK, INSTEAD OF RECEIVING A TICKET CREDIT?
If you are unable to use the credit, you can request a monetary refund of the full ticket price including service fees. Any payout will be made no later than 1 month after the new date of the rescheduled event. Has the event been canceled? Then payout will take place no later than 3 months after the show date of the canceled event.

However, this ticket scheme has been set up with a reason: cultural institutions might collapse if everyone asks for a monetary refund. That is why the government also supports this scheme.

As soon as it is possible to request a ticket credit or monetary refund for the event you have tickets for, you will receive an e-mail from Ticketmaster with instructions to request the ticket credit or monetary refund and a deadline. We advise you to check your e-mail for updates.

WHY IS REFUNDING MONEY NOT STANDARD?
When you keep your ticket you help to absorb the economic impact, that arises from the measures taken to prevent the coronavirus from spreading, in the cultural sector. This means that there is plenty of room for work on new events in the future. If it is not possible to save your ticket, we recommend choosing a credit instead of a monetary refund. This way, we ensure that the financial consequences of the corona crisis are spread over a longer period, and that we can enjoy events again in the future.

We ask for your understanding in this exceptional situation.

UNTIL WHEN CAN I REQUEST A TICKET CREDIT OR A MONETARY REFUND?
As soon as it is possible to request a ticket credit or monetary refund for the event you have tickets for, you will receive an e-mail from Ticketmaster with instructions to request the ticket credit or monetary refund and a deadline that’s specific to the show you have tickets for. We advise you to check your e-mail for updates.

SHOULD I SHOW EVIDENCE IF I CANNOT USE THE CREDIT?
No, you do not have to show evidence that you cannot use the credit.

HOW LONG IS THE CREDIT VALID?
The credit is valid for 24 months after issuing the credit. If you have not used your credit (in full) and the term has expired, you will receive the (remaining) amount as a refund.

CAN I GET MY MONEY EARLIER THAN 1 MONTH AFTER THE NEW DATE (FOR A RESCHEDULED EVENT) OR 3 MONTHS AFTER THE ORIGINAL DATE (FOR A CANCELED EVENT)?
It is not possible to get back the paid amount for the tickets earlier than the indicated deadlines.

We ask for your understanding in this exceptional situation.

WHAT HAPPENS WHEN I HAVE NOT FULLY USED MY REMAINING CREDIT AFTER ITS VALIDITY HAS EXPIRED? WILL I BE FULLY REFUNDED?
Yes, if you have not used your credit after 24 months, you will still get your (remaining) money back. You do not have to do anything for this.

WHY CAN I USE THE CREDIT ONLY FOR EVENTS ORGANIZED BY MOJO?
If you request a credit for a moved or canceled event, this credit can only be used to purchase tickets for other events organized by MOJO. For example, this works the same in the aviation industry. When an airline ticket is purchased through a particular airline, the credit cannot be used for a different airline. Our arrangement works the same way. We organize many festivals and concerts, so there is a lot of choice.

WHEN I BUY NEW TICKETS CAN I PAY A PART WITH THE CREDIT AND A PART WITH IDEAL?
Yes, it is possible to pay a part of your new purchase with the credit and the other part with iDeal or other payment options offered by Ticketmaster. You do not have to use the credit in one time. The unused amount remains valid for a subsequent purchase or is refunded after 24 months.

I HAVE NOT USED THE ENTIRE CREDIT WITHIN 24 MONTHS, CAN I GET THE REMAINING AMOUNT REFUNDED?
Any credit that has not been used after 24 months will be refunded in money. You do not have to do anything for this.

I ALSO PURCHASED THE TICKETS FOR MY FRIENDS. IF I RECEIVE THE CREDITS FROM ALL THESE TICKETS, CAN I TRANSFER THIS, OR FOR EXAMPLE GET A PART AS A MONETARY REFUND AND A PART AS CREDIT?
Per transaction one choice can be made. So per transaction you will receive the purchase amount as credit or the full amount will be a monetary refund. The person who bought the tickets will receive the credit or the full refund. It is best to arrange this amongst your friends.

DOES THE TICKET STAY VALID FOR THE NEW DATE OF A RESCHEDULED EVENT IF IT IS NOT PURCHASED THROUGH THE OFFICIAL SALES CHANNEL?
Unfortunately, we cannot make any statements about tickets that were not purchased through the official sales channel. Tickets purchased through Ticketmaster remain valid for the new date. We recommend you contact the seller where you bought your ticket, to find out more about the validity on the new date and any refund options.

IF TICKETS ARE CANCELED BY VISITORS, WHEN WILL THESE TICKETS RETURN FOR SALE?
If extra tickets go on sale, we will communicate this through our social media channels and website. Stay in touch with our social media channels, the Facebook event and our website.

I HAVE RECEIVED AN EMAIL STATING THAT I WOULD RECEIVE MY MONEY WITHIN 5 BUSINESS DAYS, BUT I DID NOT RECEIVE ANYTHING?
Since the beginning of the corona crisis there have been new developments every day with major consequences, not just for the cultural sector, which have created situations that we had not anticipated. In consultation with the authorities and also consumer organizations, a new ticket value scheme recently has been introduced, which attempts to absorb the economic impact of the coronavirus on the cultural sector. We ask for your understanding in this exceptional situation.

If you have any questions after reading this information, please contact us here.