What If Our Show Is Postponed or Cancelled?
If your production is postponed or cancelled, contact KeyboardTEK Support as soon as possible.
Your options may depend on whether your programming files have already been delivered, whether your production has new dates, and whether your performance license has been updated by the licensing company.
Table of Contents
If Files Have Not Been Delivered Yet
If Your Show Is Postponed
If your production has been postponed and you have new production dates, contact KeyboardTEK Support with the updated dates.
KeyboardTEK may need to confirm that your performance license has been updated or extended by the licensing company before adjusting file access.
Please do not continue using previously delivered files for new dates unless KeyboardTEK has confirmed that the updated use is allowed.
If Your Show Is Cancelled
If your production has been cancelled, contact KeyboardTEK Support with your order information.
If file access has not yet been provided, KeyboardTEK can review the order status and determine what options may be available.
If file access has already been provided, refunds are generally not available because the digital programming has already been delivered.
If Files Have Already Been Delivered
Once download links, file access, or programming files have been generated and sent, the order is considered delivered.
If the production is later postponed or cancelled, KeyboardTEK generally cannot issue a refund after delivery.
Depending on the circumstances, KeyboardTEK may be able to review options such as credit or updated access dates, but this is not automatic and may require updated licensing information.
If Files Have Not Been Delivered Yet
If your production is postponed or cancelled before file access has been provided, contact KeyboardTEK Support right away.
KeyboardTEK can review the order status and determine whether the order can be updated, held, credited, or refunded.
Updating Production Dates
If your production is postponed, please provide:
- Original production dates
- New production dates
- Updated performance license or confirmation from the licensing company, if available
- Your order number
KeyboardTEK may need updated licensing information before extending file access or changing the delivery window.
Credits and Future Use
A credit or future-use arrangement may be possible in some circumstances, especially when a production is postponed rather than permanently cancelled.
However, KeyboardTEK programming is licensed for specific production dates and cannot be reused for a different production, remount, or future event without approval.
Do not archive or reuse files for future dates unless KeyboardTEK has confirmed that the use is allowed.
Still Have Questions?
Contact KeyboardTEK Support if your production has been postponed or cancelled and you need help understanding your options.
When contacting us, please include:
- The name of the show
- Your organization name
- Your order number
- Original production dates
- New production dates, if known
- Whether your licensing company has updated the performance license
- Whether file access or download links have already been provided