Ticket Purchase and Refund Policy

1. Seller and ticket licence

The gallery creator identified on the exhibition page is generally the seller and provider of the exhibition. GenMoMA provides the platform and collects payment as the creator’s limited payment agent.

A completed purchase grants the named account a limited, personal, non-transferable digital-access licence for the exhibition, date, quantity, and time slot shown in the order.

2. Prices and payment

• The checkout summary displays ticket quantity, currency, price, and total before redirecting to Stripe.
• Mandatory non-government charges must be included or clearly disclosed before purchase; GenMoMA does not use hidden checkout fees.
• Payment is not complete and access is not granted until Stripe confirms payment through the verified payment process.
• A temporary inventory reservation may expire if checkout is not completed within the stated period.

3. Visitor changes and refunds

Unless a stricter mandatory consumer rule applies, a buyer may request a full self-service refund until 24 hours before the start of the applicable visit date or timed-entry slot. After that deadline, tickets are normally non-refundable.

Approved refunds return to the original payment method. Bank and card-network processing time is outside GenMoMA’s control. Partial refunds and ticket transfers are not currently supported unless customer support agrees otherwise.

4. Gallery cancellation or material change

If an exhibition is cancelled and no reasonable replacement access is offered, buyers are entitled to a full refund. If dates or material features change, we will provide the remedy required by applicable law and may offer rescheduling or refund.

A work being removed does not automatically create a refund right unless the removal materially changes the advertised exhibition as a whole.

5. Technical access problems

If a verified platform failure prevents access during a material part of the valid period, contact support promptly with the order reference and reasonable diagnostic information. We may restore access, extend validity, reschedule, or refund depending on severity.

Problems caused by unsupported devices, lost credentials, user connectivity, account sharing, or attempts to bypass controls do not automatically qualify for a refund.

6. Misuse and revocation

Tickets may be cancelled without refund for fraud, chargeback abuse, resale, credential sharing, scraping, unauthorized recording or distribution, harassment, or material violation of the Terms, subject to applicable consumer law.

7. Contact

Refunds available under the automated rule can be requested from My Tickets. For cancellation, accessibility, or exceptional circumstances, contact legal@genmoma.com.