NEWS FROM DISKOLAB: FULL REFUNDS ARE COMING THIS WEEK

Tuesday, August 10th 2021

Dear Fans,

We know it’s been a while.

Back in March 2020, we started processing refunds for our Miami Music Week 2020 shows which could not happen due to the COVID-19 outbreak. By June 2020, those of you who filled out our refund fulfillment form by the March 25, 2020 deadline that was communicated to ticket holders via email and social media, received a refund for the total amount paid for your orders, less fees.

We understand this was not well taken by many of you, but unfortunately, it was our only option at that time. We acknowledge that the action taken may have inconvenienced you and want you to know that our intention has always been to do right by our fans. During this time, we have been working towards finding means for a solution, without leaving anyone behind.

By next Tuesday August 17, all pending refunds will be completed so that each one of you who did not opt for credit towards future DiskoLab events will have received their money back in full, including all fees. Since there are unique situations with different orders, please read our action steps on the following page for more information.

AM I GETTING A FULL REFUND?

• Most of you submitted your refund request form details by the March 25 2020 deadline and received a partial refund (the full transaction amount was refunded less fees). If you have not been refunded fees yet, we will complete your full refund

• If you submitted your refund request form details after the March 25 2020 deadline, you will receive a full refund


• If you did not submit your refund or credit request form details, and contacted us for refunds via email or social media, or took no action, you will receive a full refund


• If you held on to your tickets and supported us by submitting a credit request form, we thank you again for your continued support, and you will be receiving an email from us this week with our updated credit fulfillment procedure, together with added rewards and more good news

As we continue to process your orders this week, you will receive email updates stating the status of your order as pending refunds are processed and completed. If you do not receive an email confirming that your full refund has been processed by Monday August 16, please contact our ticketing partner directly at support@tixr.com and they will help resolve any issues.

ADDED BENEFITS FOR OUR MMW 2020 TICKET HOLDERS + NEW ANNOUNCEMENTS COMING SOON

As a result of how this situation has unfolded over the past year, we are extending the following added benefits to all our Miami Music Week 2020 ticket holders as a token of appreciation for your continued understanding, support, and patience throughout this difficult process.

All ticket holders will receive the following: 

• Complimentary entrance to a special event we are planning for you in 2022 (stay tuned!)
• Exclusive 10% discount to all DiskoLab shows through Dec 31, 2021

If you chose to hold on to your ticket as credit towards future DiskoLab events, the one-time 25% discount code to a future DiskoLab event will continue to be honored.

While we have taken time off from putting on shows due to obvious reasons, DiskoLab’s heart never stopped beating, and we have been planning to bring back the magic with newly enhanced experiences and musical journeys, which we will share with you very soon.

NEW PURCHASE POLICY: PROTECTING OUR CUSTOMERS

While we understand there may be some continued uncertainty around the status of live events moving forward, we will be adopting and adhering to a new purchase policy for our ticket holders, as it relates to cancelled and postponed or rescheduled events.

Cancelled Events

• If a DiskoLab show is cancelled, a refund in full will be initiated within 7 business days of cancellation.

Postponed and Rescheduled Events

• If a DiskoLab show is postponed or rescheduled to a later date, your tickets will automatically be transferred to the new show date as soon as it is announced, and you will have the option to request a full refund within 30 days of the new show date being announced. In case you choose to receive a refund, your full refund will be initiated within 7 business days of submitting your refund request.

DISKOLAB REFUND/CREDIT FAQ’S

Questions regarding refunds:

I did receive a refund, but not for the full amount including fees. What do I need to do?

If you order was partially refunded (total transaction amount less fees), the difference in fees will be processed this week. Once processed, your full refund will be completed.

If I filled out the refund request form details after March 25, 2020 or never filled out the form at all for any reason, what do I need to do?

Please sit tight, your full refund will be automatically processed this week.

How long will it take to receive my refund once it’s in process?

Refunds take between 3-5 business days to reach your account.

Where can I expect to receive the funds?

Refunds will be credited to the bank account corresponding to the last 4 digits of the CC we have on file as your method of payment for the order.

What happens if I changed credit/debit card or no longer have access to the bank account associated with the method of payment on file for the order?

This will not prevent you from receiving your full refund. Please contact support@tixr.com and be sure to include your order details, briefly explain the issue, and they will get back to you with a solution.

Questions regarding credit fulfillment:

If I held on to my tickets and chose the credit fulfillment option, how do I claim my credit towards future DiskoLab events?

We thank you for your continued support, and want you to know that we have been working on a streamlined process so that redeeming your cash credit towards future DiskoLab events of your choice is as simple and easy as possible. You will be receiving an email from us this week outlining the steps of our credit fulfillment procedure, along with more added extras, benefits, and rewards we are extending to fans who supported us by choosing to hold on to their tickets.

What events can I apply my credit towards and when?

You can apply your credit to any DiskoLab event of your choice through March 2022.

What happens if I have left-over credit after applying existing credit I have towards a ticket for an event I want to attend?

If you have left-over credit after applying a credit code towards an event you choose to attend, you will receive instructions via email on how to apply the left-over credit amount towards another ticket or event of your choice.

Are credits transferable?

No. Credits are non-transferable and may not be sold, exchanged, or combined with other discount codes.

Questions regarding disputes:

What if I disputed the transaction with my bank?

If you disputed an order, you will be contacted via email this week.

Questions for customers who purchased tickets on platforms other than TIXR:

I purchased tickets on Resident Advisor or xTixs, what do I need to do?

If you purchased tickets on Resident Advisor or xTixs, you will be contacted via email this week.

Questions about added benefits DiskoLab is extending to MMW 2020 ticket holders

What are the details about the event I will receive complimentary access to in 2022?

We are planning something special for you in 2022. This show will take place in Miami, and  event details such as the date, venue, and lineup will be shared with you via email at a later time. You will receive complimentary access to this show. Your complimentary ticket will not be transferable.

How does the 10% discount to all DiskoLab shows through Dec 31, 2021 work?

You will be entitled to a 10% discount on tickets to all DiskoLab shows through Dec 31, 2021. The discount code redemption details will be shared with you via email this week.

Questions regarding our ticket purchasing policy moving forward:

How will DiskoLab handle cancelled, postponed, or rescheduled events moving forward?

As stated above, we will be adopting a new ticket purchasing policy moving forward as it relates to cancelled, postponed, or rescheduled events as follows:

Cancelled Events

If a DiskoLab show is cancelled, a refund in full will be initiated within 7 business days of cancellation and you will be sent a notification to confirm.

Postponed Events

If a DiskoLab show is postponed or rescheduled to a later date, your tickets will automatically be transferred to the new show date as soon as it is announced, and you will have the option to request a full refund within 30 days of the new show date being announced. In case you choose to receive a refund, your full refund will be processed within 7 business days of submitting your refund request.

Will this policy change?

Once an event is on-sale, the policy published on the ticketing page will not change. If we update our purchase policy in the future, all our fans will be notified via email.

Does this mean I am entitled to refunds even if an event is not cancelled, postponed, or rescheduled?

No. If an event continues as planned, all sales are final.

When will DiskoLab event come back?

We will be sharing some exciting news and announcements with you very soon.

What if my question is not listed above?

If you have additional questions, please email us at support@diskolab.com and we will get back to you within 48 hours. Additionally, if we have more news to share with you we will update our FAQ’s and notify you via email.