Lumi is so Excited About Your Visit!

1. How can I reschedule my tickets if the LuminoCity festival is canceled due to a Force Majeure Event?

- In the event of a cancellation, tickets for the affected day/time slot(s) will be honored for admission on any operational day without the need for rescheduling. This means you can use your ticket another day the festival is open.

2. Can I get a refund for my tickets if the LuminoCity festival is canceled?

- Refunds for canceled event tickets are only granted under special circumstances. However, please note that once a ticket has been redeemed for admission, it is considered utilized and is non-refundable. We apologize for any inconvenience this may cause.

3. What options do I have if I need to reschedule my visit to the LuminoCity festival?

✨ Self-Service Rescheduling: Gain control over your visit with the convenient Peek system, accessible through the customer portal. This feature enables you to effortlessly choose a new date and time that aligns better with your schedule.

Tickets can be rescheduled via the self-rescheduling portal. Kindly be advised that admission ticket prices vary based on the selected day and time slot. If you choose to reschedule your tickets to a higher-priced time slot or day, you'll need to cover the price difference.

Kindly refer to your Booking Confirmation Email to reschedule, follow the prompts during the rescheduling process, and complete the payment at the checkout page. If payment is not finalized at checkout, our team will automatically charge the outstanding price difference to the credit/debit card on file.

Bundle ticket self-reschedule sessions are only available for day sessions from Monday to Thursday. If you need to reschedule your bundle ticket to another kind of ticket, kindly send an email to info@luminocityus.com with your request, and our dedicated team will assist you promptly.

✨ Email Rescheduling: Simply send an email to info@luminocityus.com with your request, and our dedicated team will assist you promptly. Please allow our customer service team 3-5 business days to respond to your inquiries. Your satisfaction is our priority, and we strive to ensure your LuminoCity experience exceeds expectations.

4. What should I do if I can't find the booking confirmation email?

- If you can't find the booking confirmation email, don't worry! Our Admission staff can assist you by looking up your booking using your phone number, email address, and name. Simply reach out to our staff for personalized assistance.

5. What is a Force Majeure Event, and how does it affect ticket refunds and rescheduling?

- A Force Majeure Event refers to unforeseeable circumstances beyond our control, such as severe weather or natural disasters, which prevent the festival from taking place as scheduled. In such cases, tickets for the affected day/time slot(s) will be honored for admission on any operational day without the need for rescheduling.

Requests for refunds must be made at least 24 hours before the scheduled event booking.

Yes, tickets can often be transferred to another person. Please ensure that you send all booking confirmation emails to the individual/group to whom you’d like to transfer the tickets.

Tickets can be purchased online and onsite. We highly recommend pre-purchasing tickets as onsite availability is not guaranteed. Please note that we do not accept cash for admission tickets purchased onsite. However, we do accept most major credit/debit cards, Apple Pay, and Google Pay.

Yes, tickets may be available for purchase at the door, subject to availability. However, we recommend purchasing in advance to secure your spot.

Admissions and Add-On Activities for children aged 3 and below are complimentary; however, accompanying adults need to purchase Admission and Add-On Activity tickets.

An adult must accompany minors under the age of 16.

Yes, we offer group discounts for larger parties. Please contact customer service at info@luminocityus.com for more information.

Our official website and authorized ticketing partners are the recommended sources for purchasing tickets to Dino Safari.

It's not necessary to print your ticket; electronic tickets displayed on your smartphone or mobile device are usually accepted for entry.

If you can't locate your ticket, please reach out to our customer service team for assistance.Our Admission staff can look up your booking using your phone number, email address, and name.

Discount codes are only valid for online pre-purchases.

Due to the high volume of inquiries, we kindly ask for your understanding as we work diligently to respond to your questions or requests within 3-5 business days. We appreciate your patience.

Tickets can be rescheduled via the self-rescheduling portal. Kindly be advised that admission ticket prices vary based on the selected day and time slot. If you choose to reschedule your tickets to a higher-priced time slot or day, you'll need to cover the price difference. Kindly refer to your Booking Confirmation Email to reschedule, follow the prompts during the rescheduling process, and complete the payment at the checkout page. If payment is not finalized at checkout, our team will automatically charge the outstanding price difference to the credit/debit card on file.Bundle ticket self-reschedule sessions are only available for day sessions from Monday to Thursday. If you need to reschedule your bundle ticket to another kind of ticket, kindly send an email to info@luminocityus.com with your request, and our dedicated team will assist you promptly.