Refund Policy

1. Overview

Puerto Rico Music Association ("PRMA") is committed to providing fair and transparent refund policies for all event tickets. This policy outlines when refunds are available, the refund process, and important terms and conditions.

Please read this policy carefully before purchasing tickets, as all sales are subject to these terms.

2. General Refund Policy

Standard Ticket Sales

All ticket sales are final under normal circumstances. This includes:

• Regular ticket purchases at full price
• Discounted tickets using promotional codes
• Group ticket purchases
• Last-minute ticket purchases

No-Refund Policy Reasons

This policy ensures:

• Fair planning and resource allocation for events
• Venue capacity management and safety protocols
• Equitable treatment of all ticket holders
• Protection against fraudulent refund requests

3. Eligible Refund Circumstances

Event Cancellation by PRMA

Full refunds are provided when:

• Complete event cancellation due to unforeseen circumstances
• Venue unavailability with no suitable alternative
• Artist cancellation when no replacement artist is available
• Force majeure events that prevent the event from occurring

Significant Event Changes

Refunds may be available when:

• Event date changes by more than 30 days
• Venue changes to a significantly different location
• Major artist lineup changes (headliner cancellation)
• Event time changes by more than 3 hours

Duplicate or Erroneous Purchases

We will provide refunds for:

• Duplicate charges due to technical errors
• Unauthorized credit card usage (with police report)
• System errors resulting in incorrect ticket quantities
• Double-billing or processing errors

4. Non-Refundable Situations

Personal Circumstances

No refunds will be provided for:

• Change of mind or inability to attend
• Travel complications or transportation issues
• Illness or personal emergencies
• Work or schedule conflicts
• Weather conditions (unless event is canceled)

Event-Related Non-Refundable Situations

• Minor changes to event timing (less than 1 hour)
• Supporting artist changes or lineup modifications
• Sound quality or technical issues during performance
• Venue seating or standing area preferences
• Parking difficulties or venue accessibility

5. Promotional Code Refunds

Artist Promotional Codes

Tickets purchased with promotional codes (EMMA, KELNIER, ASAF, MATIAS) are subject to:

• Same refund policy as regular tickets
• Refund amount based on actual amount paid (discounted price)
• No compensation for promotional discount lost
• Original payment method refund only

Promotional Code Restrictions

• Expired promotional codes cannot be honored for refunds
• Invalid or fraudulent codes void refund eligibility
• Promotional refunds processed within same timeframe

6. Refund Process and Timeline

How to Request a Refund

1. Contact us immediately: Email PuertoRicoMusicAssociation@gmail.com
2. Provide required information:
   • Full name and email address used for purchase
   • Order confirmation number
   • Reason for refund request
   • Supporting documentation if applicable
3. Wait for review: We will review your request within 5 business days
4. Receive decision: Email notification of approval or denial

Refund Timeline

• Request Review: 3-5 business days
• Approved Refunds: 7-10 business days to process
• Credit Card Refunds: 5-10 business days to appear
• PayPal Refunds: 3-5 business days to appear
• Event Cancellation Refunds: 14-30 business days maximum

7. Refund Methods

Original Payment Method

All refunds will be issued to the original payment method used for purchase:

• Credit Cards: Refunded to the same card number
• Debit Cards: Refunded to the same account
• PayPal: Refunded to the same PayPal account
• Digital Wallets: Refunded to original wallet

Alternative Refund Methods

In exceptional circumstances where original method is unavailable:

• Bank transfer to verified account (additional verification required)
• Store credit for future PRMA events (with customer agreement)
• Check payment (for amounts over $100, additional processing time)

8. Ticket Transfer and Exchange Policy

Official Ticket Transfers

As an alternative to refunds, we offer ticket transfers:

• Transfer to another person: Name change allowed up to 48 hours before event
• Transfer fee: $5 per ticket administrative fee
• Verification required: Both parties must verify identity
• Same ticket type: Cannot upgrade or downgrade during transfer

Event Credit Exchange

For eligible circumstances, we may offer:

• Credit toward future PRMA events
• One-year expiration on event credits
• Credit value equals original purchase amount
• Credits are non-transferable and non-refundable

9. Disputed Charges and Chargebacks

Before Filing a Chargeback

Please contact us first before disputing charges with your bank:

• Most issues can be resolved directly and quickly
• Chargebacks may result in account suspension
• We provide full transaction records and receipts
• Direct resolution is faster than chargeback process

Chargeback Protection

We maintain detailed records to respond to chargebacks:

• Email confirmations and receipts
• IP address and device information
• Payment verification and security checks
• Customer communication history

10. Force Majeure and Event Postponement

Force Majeure Events

In case of events beyond our control, including:

• Natural disasters, severe weather, earthquakes
• Government orders, health emergencies, pandemics
• Terrorism, civil unrest, or public safety threats
• Venue damage or infrastructure failure
• Artist illness or emergency

Postponement vs. Cancellation

• Event Postponement: Tickets remain valid for new date
• Cannot attend new date: Refund available within 30 days
• Event Cancellation: Full automatic refund processed
• Venue Change: Refund option if significantly different location

11. Special Circumstances

VIP Galaxy Event Specific Terms

For the VIP Galaxy event (March 21, 2026):

• Standard refund policy applies to all tickets
• Artist promotional code discounts do not affect refund eligibility
• Intimate venue setting means strict capacity limits
• No refunds for seating preferences or viewing angles

Health and Safety Considerations

• Health screening requirements do not constitute grounds for refund
• Vaccination or testing requirements announced in advance
• Mask requirements or health protocols as legally required
• Individual health concerns are not refundable circumstances

12. Customer Service and Support

Refund Customer Service

Our customer service team is available to help:

• Email: PuertoRicoMusicAssociation@gmail.com
• Response Time: Within 24 hours during business days
• Business Hours: Monday-Friday, 9:00 AM - 5:00 PM AST
• Languages: English and Spanish support available

Documentation Required

For faster processing, please provide:

• Email confirmation with order details
• Screenshot of payment confirmation
• Photo ID matching purchaser name
• Any relevant supporting documentation

13. Policy Updates and Changes

Policy Modifications

This refund policy may be updated to:

• Comply with changing legal requirements
• Improve customer service and processes
• Address new payment methods or technologies
• Clarify existing terms and procedures

Notification of Changes

• Updated policy posted on website immediately
• Email notification to customers for significant changes
• 30-day notice period for substantial policy changes
• Existing ticket purchases honored under original terms

14. Contact Information

For refund requests, questions, or assistance: