I purchsed tickets on the wrong date and immediately requested a refund. It is impossible to call them but the chat bot takes you to a certain point and then a human follows up if necessary. Finnian from customer service sent me an email and said my order was eligible for a refund and he was checking into it. Jenny then offered me a credit voucher, but once I said I preferred a refund, she responded within 5 minutes (!). Thanks so much Jenny! All of this took a couple of days, but I would use the website again. The price of the tickets was actually cheaper than similst ones on the official (Telecharge) website and they were more flexible about the refund (or credit).
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