It is unfortunate and disappointing when a talent cancels. If the convention is further than 2 weeks away, we automatically refund the full amount of your photo op or autograph ticket to your original form of payment as soon as we are informed of the cancellation. If the talent cancels within 2 weeks of the convention, we will generally start the refund process the Tuesday after the convention. You do not have to do anything and we will usually send out an email to inform you of the refund and other options! If you prefer not to wait until the Tuesday after the convention or you do not want a voucher, just let us know and we'll start the refund process earlier.
The reason for the 2 weeks is that, depending on your credit card company, it may take them up to 14 days to process the refund and have it reflect on your credit card so you might not have the funds in time for the convention. At any time you do have the option of receiving a voucher for the value of your purchase to use towards the purchase of other photo ops or autographs.