Refunds & Exchanges

Plan changes? We’re here to help.

At THE LOT, every detail is designed to feel effortless. If your plans change, our team will gladly assist with eligible refunds or exchanges.

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Refund Window

Requests must be made at least 30 minutes before showtime.

This applies to all forms of reimbursement, including:

• Refunds to the original payment method
• THE LOT points
• Complimentary movie vouchers

Helpful note: Requests made after this window may not be eligible, but our team can still review unique situations case by case.

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How Refunds Are Processed

Refunds may be completed online or in person, depending on the original transaction.

Please note:

• Refunds are issued to the original form of payment
• The same card used for purchase is required
• Online convenience fees are non-refundable
• American Express refunds must be completed in person or by submitting a request

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When You’ll See Your Refund

Once processed, refunds typically appear within 3–5 business days.

Still not seeing it after 5 business days?
Submit a request and our Customer Service team will be happy to look into it.

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Final Sale Tickets

Some experiences are specially priced, limited, or curated as one-time events and are not eligible for refunds.

Final sale tickets include:

• Wednesday discount tickets
• Special events, including Girl Dinner, 3 for $6, and similar promotions

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Need Assistance?

Our Customer Service team is here to help with questions, concerns, or refund follow-ups.

Customer Service representatives are available Monday-Saturday from 12:00 PM-8:00 PM

Submit a request:
https://thelotent.zendesk.com/hc/en-us/requests/new

A representative will respond within 24–48 hours.