Ticket Refunds at The Onyx
We understand that plans can change, and we’ve tried to make our refund process as simple as possible. Here are the six things you need to know:
- If you purchased tickets online through our website, you’ll find a REFUND NOW button near the end of your confirmation email.
- As long as you use that button at least one hour before your showtime, your tickets (and the service charge) will be fully refunded.
- We are not able to exchange tickets for a different day or time. The easiest way to make a change is to refund your tickets and then purchase new ones for the showtime you’d like.
- If the showtime has already passed, no refunds are available.
- Refunds can also be done in person at the box office during regular hours (whether your tickets were purchased online or in person). These, too, must be processed at least one hour before the showtime.
- Fandango purchases: The only way to refund tickets purchased through Fandango is directly through the Fandango app or website. We do not have control over these transactions, which is why we encourage everyone to buy tickets directly through our website.
*A note about how this works:
With only 29 seats, every ticket truly matters. When tickets are refunded after a showtime, we’ve already paid the film company for those seats and missed the chance to resell them. If we then issue new tickets for another show, we end up paying for both sets without receiving income from either. That’s why all refund requests must be made before the scheduled showtime. This helps us continue offering a flexible refund policy while keeping The Onyx sustainable.
Why We Offer Refunds
Many movie theaters do not allow ticket refunds at all. We’ve chosen a different path because we want to make things easier and ensure your experience at The Onyx is the best it can be. We only ask that you follow the guidelines above so we can continue to provide this service for everyone.