Purchases, refunds and cancellations: who handles what
Short answer: It depends on what you bought. Scenery for StagePlayer (Scenic Projections, digital backdrops, Professional Licenses) is sold by Broadway Media under its cancellation policy: refunds are possible until the content is downloaded or the license period starts, a fee of up to 25% may apply, and fees are non-refundable once content is delivered. The Stage Studio beta, StagePlayer and Broadway Quality are free. Ensemble Supply's store policies will be published before the store opens.
By product
| Product | Cost | Who handles orders and refunds |
|---|---|---|
| StagePlayer app | Free download | Nothing to refund. Scenery rented to play in it is Broadway Media's (below). |
| Broadway Media scenery (Scenic Projections, digital backdrops, Professional License) | Paid rental | Broadway Media, under its cancellation policy |
| Stage Studio | The beta is free to download. Pro pricing isn't published. | No Pro purchase terms are published yet. |
| Proscenio | Alpha | No purchases yet |
| Broadway Quality | Free | Nothing to refund |
| Ensemble Supply | Store not open yet | See Ensemble Supply store policies |
Broadway Media scenery: the cancellation rules in brief
- Refunds are available until the content is downloaded or the first day of the license period, whichever comes first.
- Orders placed less than 14 days before the license period: refundable for 14 days from the order date or until download, whichever comes first.
- After download: no cancellations or refunds based on preference or price.
- Changing performance dates in a way that moves the license period counts as a cancellation.
- Professional Licenses: no returns, exchanges or refunds once delivered.
- A cancellation fee of up to 25% of the order may apply.
- Requests go directly to Broadway Media using its Order Cancellation Form.
- Illness, death or weather ("acts of God"): rescheduled within six months of the original license period.
The cancellation policy is the official version. Contact: broadwaymedia.com/support or hello@broadwaymedia.com.
Before you cancel a scenery rental
Most "it doesn't work" problems are setup problems you can fix in minutes. Try StagePlayer troubleshooting: start here first. Downloading the show to test it can end your refund window, so read the rules above before you download.
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Still stuck?
Show Goods product help is self-service, with no live chat or phone support. Try these next:
- Read the full policy at showgoodsco.com/policies.
- For the few requests that need a person, see How to get help with Show Goods products.