Refund Policy

Last updated: May 9, 2026

SECTION 1 - All Sales Are Final

All sales on doges-palace.com are final. By placing an order, you authorize Via Nova Tours (Blue Muse LLC) to act as your agent and purchase tickets on your behalf through official channels. Once an order is placed, no refund is owed for any reason, including but not limited to: change of plans, change of mind, missed visits, late arrivals, illness, travel disruptions, family emergencies, weather, or accidental selection of the wrong date, ticket type, or quantity.

Please review your booking details carefully - including the date, time slot, ticket type, number of tickets, and the names entered for each ticket where applicable - before completing checkout.

SECTION 2 - Cancellation Requests Before Ticket Fulfillment

If you contact us before we have purchased your tickets from the official venue or ticketing platform, we may, at our discretion, cancel your order and refund 80% of the gross amount you paid. The remaining 20% is retained as a non-refundable cancellation fee covering payment processing costs and the administrative work involved in opening, reviewing, and closing your order.

To request a pre-fulfillment cancellation, contact us as soon as possible at info@vianovatours.com with your booking reference number. Cancellation is not guaranteed: orders are often fulfilled within minutes of being placed, and once a ticket has been purchased on your behalf we cannot cancel it. If your tickets have already been purchased at the time we receive your request, the request will be denied and your order will stand.

SECTION 3 - Customer Remorse and Wrong Ticket Selection

Refunds and exchanges are not provided for orders placed in error, including selecting the wrong date, the wrong ticket type, the wrong quantity, or the wrong attraction. If you discover an error before your tickets have been fulfilled, contact us immediately at info@vianovatours.com - we will review the situation, but accommodation is not guaranteed and is offered solely at our discretion.

SECTION 4 - Exchanges

We do not offer exchanges. Tickets cannot be transferred to a different date, time slot, ticket type, or attraction once an order has been placed.

SECTION 5 - Eligible Refund Circumstances

The following are the limited circumstances in which a refund will be issued:

• Venue Closure. If the venue is officially closed on your scheduled visit date due to circumstances outside the customer's control (for example, government order, strike, or unscheduled closure announced by the venue) and the venue does not provide a make-up date, we will refund the full amount you paid.
• Duplicate Charges. If you were charged more than once for the same booking due to a technical error on our end, we will refund the duplicate charge in full.
• Tickets Not Delivered. If we fail to deliver tickets to you before your scheduled visit, we will refund the full amount you paid.
• Tickets Did Not Work at the Venue. If the tickets we provided were not honored by the venue at the time of your scheduled visit, you may be eligible for a refund. See Section 6 for the required process and documentation.

In all eligible refund cases above, the refund covers only the amount you paid to Via Nova Tours. We do not reimburse incidental, consequential, or third-party costs (for example: replacement tickets purchased at the venue, transportation, accommodation, lost time, or other travel expenses).

SECTION 6 - How to Request a Refund for a Defective or Non-Working Ticket

If your ticket was not honored at the venue, please follow these steps:

1. Contact us at info@vianovatours.com within 48 hours of your scheduled visit.
2. Include your booking reference number in the subject line.
3. Provide a clear description of what happened at the venue: the date and time of your visit, the entrance you used, what venue staff told you, and any reference numbers or names provided by venue staff.
4. Attach supporting documentation. We require evidence to evaluate the claim, which may include: photos of the venue's denial-of-entry notice, photos or scans of the ticket as presented, screenshots of any communication with venue staff, receipts for any replacement tickets purchased on-site, and any written statement from the venue.

We will review your submission and respond within 3 business days. Eligibility for a refund is determined on a case-by-case basis based on the evidence provided. If your claim is approved, we will issue the refund within 24 hours of approval.

SECTION 7 - Refund Method and Timing

All approved refunds are issued to the original payment method used at checkout. We do not issue refunds in cash, store credit, or to alternative payment methods.

For approved pre-fulfillment cancellations (Section 2), the 80% refund is initiated within 3 business days of approval.

For approved refunds under Sections 5 and 6, the refund is initiated within 24 hours of approval.

After we initiate a refund, the funds typically appear in your account within 5 to 10 business days, depending on your bank or card issuer. The exact timing is outside our control once the refund has been initiated.

SECTION 8 - Travel Insurance

Because our refund policy is limited, we strongly recommend purchasing travel insurance to protect your booking against circumstances our policy does not cover, including personal illness or injury, flight cancellations or delays, family emergencies, and weather-related travel disruptions. Travel insurance is widely available from many providers and can offer reimbursement when our standard policy does not apply.

SECTION 9 - Disputes and Chargebacks

If you believe a charge on your statement is incorrect or you have a concern about your booking, please contact us first at info@vianovatours.com. We are committed to reviewing every customer concern in good faith and will work with you to resolve the issue directly. We ask that you contact us before initiating a payment dispute or chargeback with your bank or card issuer, as most issues can be resolved more quickly through direct communication.