Refund Policy
Last updated: 25/06/2025
General Information
João Garcia Miguel Unip Lda is committed to providing clear information about
refund conditions for all ticket purchases and services related to shows and/or
events at its facilities located at Espaço Arenes, Rua Brg. Miranda Palha, 16, 2560-
310 Torres Vedras or at any other venue where it is responsible for box office
management. This policy complies with Portuguese consumer protection
legislation.
Ticket Refunds
Customer Cancellation
Cancellation deadline:
• Up to 48 hours before the show: Full refund (100%)
• Between 24-48 hours before: 75% refund of amount paid
• Less than 24 hours before: No refund entitlement
Exceptions:
• Promotional tickets or those with discounts over 50%: Non-refundable
• Last-minute tickets (purchased 24h before): Non-refundable
• Unique or special shows: Specific conditions apply
Company Cancellation
Full refund guaranteed when:
• Show cancelled for technical reasons
• Cast unavailability due to illness
• Adverse weather conditions (outdoor shows)
• Force majeure events (emergencies, official determinations)
Alternatives offered:
• Free transfer to another session
• Voucher of equal value valid for 12 months
• Full monetary refund
Program Changes
Minor changes:
• Schedule change (with minimum 24h notice): Free transfer or refund
• Cast member substitution: No refund entitlement
Significant changes:
• Substantial show alteration: Right to full refund
• Venue change: Free transfer or refund
Refund Process
How to request
- Email: Send request to [email] with:
o Reservation/ticket number
o Name of purchase holder
o Reason for request
o Bank details (for transfer) - In person: At the show venue up to 1 hour before start
- Phone: 912137941 during business hours
Required documents
• Original ticket or proof of purchase
• Identification document
• NIB/IBAN (for bank transfers)
Processing times
• Cash payment: Immediate refund (in person)
• Credit/debit card: 5-10 business days
• Bank transfer: 3-5 business days
• PayPal/MBWay: 1-3 business days
Fees and Costs
Processing fees
• Refunds for company cancellation: No fee
• Refunds for customer cancellation: €2 administrative fee
• In-person refunds: No fee
Banking charges
• National transfers: Company's responsibility
• International transfers: Customer's responsibility
Special Situations
Groups and schools
• Cancellation up to 7 days before: 90% refund
• Group reduction (max. 20%): No penalties
• Special conditions subject to prior agreement
Subscribers and members
• Preferential conditions according to status
• Unlimited transfers between season shows
• Refunds with more favorable conditions
Gift tickets
• Tickets gifted by the company: Non-refundable
• Gift vouchers: Subject to original purchase conditions
Consumer Rights
Consumer Protection Law
This policy fully complies with Portuguese legislation, namely:
• Consumer Protection Law (Law No. 24/96)
• Decree-Law No. 7/2004 (distance selling)
Right of withdrawal
Note: The right of withdrawal (14 days) does not apply to tickets for events with
specific dates, as provided by law.
Conflict resolution
In case of dispute, consumers may resort to:
• CICAP (Porto Consumer Information and Arbitration Center)
• CAC (Lisbon Consumer Conflict Arbitration Center)
• Complaint Portal: www.portaldaqueixa.com
Special COVID-19 Conditions or public health similar situations
Prophylactic isolation
• Presentation of medical declaration: Full refund
• Positive test: Free transfer or refund
Official restrictions
• Imposed capacity limitations: Refund or transfer
• Cancellation by official determination: Full refund
Exclusions
No refund entitlement in case of:
• Arrival after the show has started
• No-show without prior notice
• Loss or forgetting of ticket
• Personal problems unrelated to the event