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COVID-19 Related FAQs:

Coronavirus Related Resources for Studio Owners


 

URGENT UPDATE REGARDING TUTUTIX EMERGENCY REFUND POLICY FOR COVID-19

 

Tututix will undergo several system changes and updates beginning August 1st, 2020.
Any refunds requested for events Cancelled or Postponed due to Covid-19 before August 1st, 2020 at 12:00 AM (EST) are protected by the TutuTix emergency refund policy.
After 8/1 2020 12:00 AM (EST) all funds and collected fees will be settled internally and not subject to be changed unless previously agreed upon with Regional Directors.
If this change affects you or your Ticket Buyers, please reach out to your Regional Director immediately.

 

Due to the uncertainty surrounding performances and possible postponement/cancellations during the COVID-19 global pandemic, TutuTix will be approving all payouts on a case-by-case basis. Because of this, some payments may be delayed until you have confirmed the event information with a TutuTix Regional Director.

We want to continue offering our clients the choice to receive Weekly Direct Deposit before the event, but if you are not completely certain that your event will not cancel or postpone, we recommend choosing One Direct Deposit after the event instead.

To be absolutely clear, there are no fee penalties for canceling your event due to COVID-19 related restrictions. We understand things are difficult, and we want to provide the same high-level service you’ve come to expect from us, so please consider waiting till after your event to receive the ticket funds. This will ensure that any unexpected changes can be handled quickly and efficiently for you and your ticket buyers.

Please contact our Support Team or your Regional Director if you have any questions about this temporary pandemic-related payout policy.


2Can I postpone/cancel my events because of Coronavirus concerns?


Yes, If your Venue, Local, or State organizations have required you to postpone or cancel your events, then we can easily handle this situation for you! If you have not received any specific cancellation notices, then you do not need to cancel your events.


3Will I be charged for postponing or canceling my events?


No, we do not charge to postpone or cancel events, especially for circumstances such as these.


4Can I change my Refund Policy to allow refunds for sickness?


Absolutely! Just let your Regional Director know or submit a help case to our Client Services team. We will issue all refunds if you choose to allow them with an updated set refund policy. As long as you have not received the payouts for ticket sales before we start to process refunds, we will be able to facilitate those requests. Otherwise, you will need to manage refunds in-house. If you do not want to manage any refunds, you can always choose to update your payout preferences to “one direct deposit after event” and that will ensure our call center is able to handle those refund requests. Refunds processed by TutuTix will be made in full. No processing fees will be withheld from your ticket buyers as long as those refunds are requested prior to the system upgrade on 8/23/2020.
In times such as these, promoting the physical and financial well-being of our clients and their patrons is a moral imperative, and there should be no penalty for helping promote the health and safety of your community.


5How do we refund sales if I have already been paid out for some/all of the tickets sold?

If you have been paid out already for ticket sales, TutuTix will need to issue a recapture request for those funds to the bank account on file before processing the refunds for your ticket buyers. Any tickets bought through us that have not yet been paid out can be processed by our team immediately upon request. Refunds can take 3-5 business days to process back to your ticket buyers so please make sure they are aware before we begin that process. After 8/23/2020 Tututix will no longer be able to process refunds that were placed on the current version of our system, as we will be upgrading to a new version, and will not be able to access orders placed prior to this date. If this change affects you or your Ticket Buyers, please reach out to your Regional Director immediately.


6Can I reschedule events that are already made and/or have already sold tickets?


Yes, We can change the date/time of events and send out a notification to anyone who already bought a ticket. We can also re-send updated email confirmations with corrected dates and times.


7Can we notify everyone who has already purchased a ticket about a cancellation or event rescheduling?


Yes! We can send out a mass email to patrons. Just send us what you would like included in that email and we will send it for you!


Please contact your Regional Director or our Client Services team if you have any other questions or concerns.

Please follow all local, state, and federal warnings pertaining to the spread of Coronavirus and be sure to check the World Health Organization website for current information and updates.

Learn more about the CDC’s COVID-19 health and safety guidelines.

Preventing COVID-19 Spread in Communities

Steps to Prevent Illness