FTF Box Office Policies

TICKET POLICIES FOR EVENTS AT THE SANDRELL RIVERS THEATER
 

Last updated: October 2025

 

The following policies govern all ticket sales, attendance, and transactions at the Sandrell Rivers Theater (SRT), managed and operated by Fantasy Theatre Factory (FTF). By purchasing a ticket, patrons agree to abide by these terms and all applicable laws and regulations.

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1. General Information

• The Sandrell Rivers Theater serves as the exclusive box office and ticketing service for all events presented at the venue, including Fantasy Theatre Factory productions, community programs, and rental events.​

• All ticket sales, whether conducted online, over the phone, or in person, are subject to these Box Office Policies. The Sandrell Rivers Theater reserves the right to modify these policies at any time without prior notice.

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2. Box Office Hours & Ticket Purchase Methods

• The Box Office opens two hours prior to each scheduled performance on show days.

• Tickets may be purchased through the following methods:

  • In person: At the box office during operational hours.

  • By phone: Monday through Friday, from 9:00 AM to 5:00 PM.

  • Online: 24/7 via ftfshows.thundertix.com.

• Hours may vary on holidays or during private events.

 

3. Fees & Charges

• A $2 facility fee and a 10% ticketing charge (or $1.75 minimum, whichever is greater) apply to all ticket purchases, regardless of purchase method.

• ​The facility fee supports venue maintenance and improvements, while the ticketing fee funds the Box Office’s CRM and ticketing system. All fees are non-refundable.

 

4. Payment Methods & Cash Policy

• Accepted payment methods include cash, debit cards, and major credit cards (American Express, Discover, MasterCard, Visa).

  • Checks are not accepted.

  • Bills over $50 are not accepted unless the total purchase exceeds $50.

  • All transactions are processed securely through ThunderTix.

  • Suspicious or fraudulent transactions may be declined or canceled without notice.​

• ATMs are located nearby at Chase Bank, Wells Fargo, Walgreens, and Presidente Market (NW 7th Avenue and 62nd Street).

 

5. Ticket Purchase Requirements & Fraud Prevention

• For credit card purchases, patrons must provide:

  • Full name

  • Billing address

  • Telephone number

  • Email address​

• The Sandrell Rivers Theater reserves the right to refuse or cancel any order suspected of fraud, misuse, or violation of resale restrictions.

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6. Ticket Delivery & Will-Call

• Patrons may choose to receive their tickets as e-tickets (mobile or print-at-home) or pick them up at Will-Call.

  • Will-Call opens one hour before showtime.

  • A valid photo ID and proof of purchase are required for pickup.

  • Only the purchaser or an authorized designee may collect Will-Call tickets.

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7. Arrival, Seating & Late Entry

• Lobby doors open one hour prior to showtime.

• To gain entry, patrons must present a valid e-ticket or box office ticket.

• The Box Office closes 30 minutes after curtain time.

• Late seating is not guaranteed and is permitted at the discretion of the House Manager.

• Re-entry during performances may be restricted for safety or artistic reasons.

 

8. Refunds, Exchanges & Cancellations

• All ticket sales are final.

• There are no refunds or exchanges unless a performance is canceled or rescheduled by Fantasy Theatre Factory or the presenting renter.​

• If a show is canceled:

  • Ticket holders will be refunded to the original form of payment.

  • Facility and service fees are non-refundable.

• The Sandrell Rivers Theater is not responsible for travel, lodging, or other incidental expenses related to a canceled or rescheduled event.

 

9. Third-Party Ticketing & Resale

• Tickets should be purchased only through ftfshows.thundertix.com or the official Sandrell Rivers Theater Box Office.

• The theater cannot verify or guarantee the validity of tickets purchased through unauthorized third-party sellers, brokers, or resale websites. Patrons presenting such tickets may be denied admission without compensation.

 

10. Children & Family Attendance Policy

• Every patron, regardless of age, must have a valid ticket unless otherwise noted.

• Children age 2 or younger may attend free if seated on a parent or guardian’s lap.

• Strollers are not permitted inside the theater. Car seats may occupy a seat only with a valid ticket.

• The House Manager will assist in storing strollers safely.

• Please note that not all performances are suitable for young children; parental discretion is advised.

 

11. Accessibility & ADA Accommodations

• The Sandrell Rivers Theater complies fully with the Americans with Disabilities Act (ADA).

  • Wheelchair seating, companion seats, and assistive listening devices are available upon request.

  • Please notify the Box Office when purchasing tickets to ensure accessible seating arrangements.

  • Service animals are welcome in accordance with ADA guidelines.

• For accommodation requests, contact Evelyn Gigiras Sullivan at (305) 284-8800 Ext. 464 or evelyn@ftfshows.com.

 

12. Behavior & Ejection Policy

• Patrons must conduct themselves respectfully toward performers, staff, and fellow audience members.

• The House Manager, Security, or authorized personnel may remove any individual whose behavior is disruptive, threatening, or in violation of theater policies.

• No refunds will be issued to ejected patrons.

 

13. Photography, Recording & Electronic Devices

• Photography, audio recording, and video recording during performances are strictly prohibited, unless explicitly authorized by the event producer.

• Mobile phones and other electronic devices must be silenced before the performance begins.

 

14. Weather, Emergency, or Force Majeure Cancellations

• In the event of severe weather, power outages, or other circumstances beyond the theater’s control, performances may be canceled or postponed.

• Patrons will be notified via email, website updates, and social media. Refunds or exchanges will be processed in accordance with the Refunds & Cancellations Policy.

 

15. Patron Agreement & Liability Waiver

• By purchasing or using a ticket, patrons agree to abide by all theater policies and staff instructions.

• Attendance at events is at the patron’s own risk. The Sandrell Rivers Theater, Fantasy Theatre Factory, Miami-Dade County, and their employees and contractors are not liable for any injury, loss, or damage sustained during attendance, except as required by law.

• Unauthorized recording or reproduction of any performance is prohibited by law.

• Tickets remain the property of the Sandrell Rivers Theater and may be revoked at any time for non-compliance.

 

16. Contact Information

For ticketing questions, ADA requests, or policy inquiries:

Sandrell Rivers Theater Box Office

📞 (305) 284-8872
📧 tickets@ftfshows.com
🌐 www.sandrellriverstheater.com