Ticket Sales Terms & Conditions

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City of Dreams
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Any person or entity purchasing tickets to House of Dancing Water (“HODW”) agrees to be bound by these T&C. COD Resorts Macau Limited and HODW Show Organizer (the “Management”) reserve the right to amend, delete, and/or add to these T&C without prior notice at its sole and absolute discretion. This T&C shall be governed by the laws of the Special Administrative Region of Macau of People’s Republic of China (“Macau SAR”) and any legal proceedings related hereto shall be submitted to the exclusive jurisdiction of the courts of the Macau SAR.

 

1.   Definitions

  • Show: House of Dancing Water (HODW) Show 
  • Ticket: HODW Ticket
  • Theater: Dancing Water Theater 
  • Management: COD Resorts Macau Limited /operator of HODW. 
  • Show Program: date, time, duration, location, audience capacity, participant artists, etc.;
  • Customer: the purchaser/holder/user of a Ticket.


2.    Purchase of Tickets

  1. Tickets may only be purchased through authorized sales channel such HODW official website, City of Dreams Box Office, Melco WeChat Mini Program, or Melco’s official authorized agents.
  2. Customer agrees not to obtain or attempt to obtain any Ticket(s) through bot programs, scripts, automated tools or other similar methods, or through any other illegal or unauthorized means or activity. 
  3. Persons under 18 years of age should seek parental consent before purchasing tickets.
  4. Any Ticket purchased through unofficial and/or unauthorized channels will be considered invalid and will not be accepted.
  5. Maximum of six (6) Tickets per transaction (Subject to different Shows or products).
  6. All prices are in MOP and are subject to applicable charges and taxes.
  7. Prices are subject to change in case of non-completed transactions.
  8. In such cases, the purchaser/holder of an invalid ticket will be refused admission to HODW Show and will not be entitled to a refund.

 

3.    Tickets Redemption/Collection

  1. Tickets can only be redeemed/collected at City of Dreams box office(s) (or any other designated counter/kiosk).
  2. Management (as applicable) reserve the right to refuse any redemption/collection of Ticket(s) and/or to cancel any Ticket which has been acquired/purchased in breach of these Terms and Conditions, including but not limited to where it appears that the Customer has engaged in fraudulent or inappropriate activity.

 

4.    Tickets

  1. The Ticket is for the Show, time, location and seat specified on the Ticket.
  2. Tickets are not redeemable for cash, credit, discount or other items. 
  3. All Tickets have unique reference numbers and security features.
  4. Management (as applicable) may reissue any Tickets lost, stolen or destroyed if Customer presents his/her valid photo ID/passport and it matches Management’s (as applicable) system info.
  5. Tickets damaged, manipulated, copied, handwritten, forged, water damaged and/or altered in any way, or containing any computer programming, printing, mechanical or typographic error, will be considered invalid and will not be accepted. 

  6. Copies, screenshots and/or photos of physical Tickets are considered invalid and will not be accepted.

     

5.    Transfer and Exchange

  1. All Ticket sales are final. 
  2. All completed and confirmed transactions cannot be amended and/or cancelled. 
  3. Tickets cannot be resold or offered for resale at any price. 
  4. Tickets cannot be transferred, exchanged, cancelled or refunded.
  5. In case a transaction error occurs due to human error or website system malfunction attributable to Management (as applicable), Management (as applicable) shall, considering the situation in question, rectify such error by re-processing the transaction or refunding the full amount of the Ticket price. 
  6. In accordance with these terms and conditions, any refund of the price of a ticket may only be made to the original purchaser of the ticket. 

 

6.    Amendment, Cancellation or Reschedule of the Show

  1. In the event of a show cancellation, the ticket price will be exchanged or refunded at the face value of the tickets. For detailed procedures regarding refunds, please refer to https://www.cityofdreamsmacau.com/assets/public/2025-03/HODW-Refund-Guidance-Letter.pdf. The acceptance of refund requests is at Management’s sole discretion.
  2. Refunds to the credit or debit card that was used to purchase the tickets will be processed between 30 and 45 working days.
  3. Any refund of the Ticket price under these terms and conditions shall be made to the original buyer of the Tickets only.
  4. Alternative performance seats may be offered to Customers, subject to availability and Management’s sole discretion. 
  5. Management (as applicable) reserve the right to cancel or reschedule the Show or to amend the advertised Show Program or seat allocation. 
  6. Any amendments/updates to the Show Program (including cancellations or rescheduling) will be notified to Customers through Management’s (as applicable) official website(s).
  7. Management (as applicable) will use reasonable endeavours to also inform Customers of any amendments/updates made to the Show Program through other means; however, it is the Customer’s sole responsibility to check the official website(s) to confirm if there are any amendments/updates related to the Show Program. Management (as applicable) do not guarantee that the Customer will be informed of any updates to the Show Program through other means.
  8. In case of significant updates/amendments to the Show Program, as determined by Management’s sole discretion, Customer shall request Management (as applicable) to exchange, cancel or refund the Ticket at least 5 (five days) before the Show date. The refund shall be up to the face value of the tickets. 
  9. In case of no significant updates/amendments to the Show Program (e.g., time, duration or location of the Show within Macau), as determined by Management’s sole discretion, Management (as applicable) have no obligation to exchange, cancel or refund the Ticket.
  10. In case of cancellation or postponement of the Show, Management (as applicable) will only be responsible for ticket exchange or full refund of the Ticket price (as applicable).
  11. In case of amendments to the seat allocation, Management (as applicable) shall provide alternative seats to those specified on the Ticket. If the new allocation is accepted by the Customer, Management (as applicable) will reimburse any reduction in value between the original Ticket price and altered seat allocation.

 

7.    Electronic Tickets

  1. Customer may use the Electronic Ticket to enter the Show.
  2. Electronic Ticket can also be exchanged for physical Ticket.
  3. To exchange for a physical Ticket, Customer must present the Electronic Ticket at the box office (or any other designated counter/kiosk) at least one hour before the Show.
  4. In addition, Customer must present the following documents to redeem a physical ticket for the Show:
    •    Credit cards used in online transaction;
    •    Valid photo ID/passport of the credit card holder; and
    •    Confirmation number, voucher, receipt and/or any other relevant confirmation documents (if applicable).
  5. If the credit card holder will not attend the Show and/or cannot be present at the box office, the redeeming Customer must also present:
    •    A valid photo ID/passport of the redeeming Customer;
    •    The credit card used in the online transaction;
    •    A photocopy of the credit card holder’s valid photo ID/passport; and
    •    An authorization letter from the credit card holder’s authorizing the redeeming Customer to redeem the physical Ticket.
  6. If the Customer is unable to provide any of the above referred documents, the Customer will not be able to redeem a physical Ticket.

 

8.   Complementary Tickets/ Tickets with discount

  1. Complimentary Tickets are not eligible for cash refunds. 
  2. In the Show of closure, cancellation, or postponement, holders of complimentary Tickets should contact the department that offered the Ticket for ticket exchange.
  3. Customers that request to benefit from available discounts for the Show, are required to present any documents indicated by Management (as applicable) to buy and/or redeem/collect the Ticket.
  4. Customer holding Complimentary Ticket(s) and/or Ticket(s) with discount are required to present a proof of identity, including but not limit to Macau ID Card, passport, or other photo identification document to enter the Show.

 

9.    Force Majeure

  1. Management (as applicable) will not be liable for any postponement or cancellation due to any force majeure, such as power failure, fire, explosion, flood, typhoon, storm or similar disasters, strikes, industrial disputes, abnormally inclement weather, war, insurrection, riot, civil disturbance, acts or threats of terrorism, act of God, communicable disease outbreaks, industrial action, acts or regulations of national or local governments, governmental order or decrees, or any other cause beyond its reasonable control.
  2. In such cases Management (as applicable) will not be liable for any compensation other than refunding the Ticket price to the original Ticket buyer.

 

10.    Admission to the Theater

  1. Customer shall arrive at the Theater, at least 15 minutes before the Show starts.
  2. Children under the age of 12 must be accompanied by an adult. Children under 6 years of age are not recommended to attend the show.
  3. Only a legitimate holder of a valid Ticket can enter the relevant Theater. One person per ticket regardless of age. For children of two years old or below may be exempted from the requirement of holding a Ticket to enter the Theater (without occupying a seat), with the present of a valid ID. Each adult can only accompany one child free of ticket.
  4. Travel to and from the venue is the sole responsibility of the customer. No refund and exchange will be permitted due to the alteration, late arrival, unavailability, postponement or cancellation of travel services by land, air or sea.
  5. To collect the ticket, Customer is advised to arrive at the Theater, at least, 1 (one) hour before the Show starts to avoid any delay to your entry. 
  6. Management (as applicable) reserve the right to determine the time and manner in which Customer are to be admitted and/ or refuse admission to any person whose conduct is disorderly, discourteous, or inappropriate or who poses a threat to security or to the enjoyment of the Show without refund or compensation. 
  7. For security purposes and upon request, before entering the Theater, the Ticket holder may be subject to inspection and for these purposes must open any bag, package or other item which is in his or her possession before admission. Customer who do not consent being searched or any applicable security procedures may be denied entry in the Theater without any refund or compensation.
  8.  Any item (includes but not limit to glass bottles, cans, or knives) or restricted object deemed by Management (as applicable) to be dangerous or inappropriate is not permitted for admission.
  9. Customers must be appropriately clothed and must wear shoes. Customers not appropriately clothed and/or with bare feet will not be permitted entry.
  10. In order to provide, ensure and maintain a safe, hygienic and healthy environment at the venue, Management reserves the right to refuse admission to any customers they suspect may adversely impact other customers or employees. 
  11. Refund or exchange of tickets will be made to these customers in accordance with Clause 6 of these terms and conditions. 

 

11.    Rules of the Theater

  1. Smoking is strictly prohibited in the Theater.
  2. Sales and/or consumption of alcoholic beverages (if permitted for the Show in question) are for Customer of 18 years old and above only.
  3. All mobile phones, portable communication devices or any other electronic equipment should be disabled when inside the Theater to avoid disturbing the Show.
  4. Cameras, audio and video recorders are not permitted inside the Theater, unless previously authorized by Management (as applicable). The use of equipment for recording or transmitting (by digital or other means) any audio, visual or audio-visual material or any information or data inside any Theater is strictly forbidden. 
  5. Unauthorized recording equipment, recordings, tapes, films or similar items may be confiscated and destroyed or deleted.
  6. The following restricted / prohibited items are not permitted in the theater:
    •    Outside food or beverage
    •    Glass bottles, cans and alcoholic beverages (except those purchased at the theater)
    •    Any type of professional photography and videography equipment (including cameras, instant cameras, laptops, tablets, drones, GoPros, etc.)
    •    Long handled umbrellas, large bags and luggage
    •    Pets (only service animals are permitted)
    •    Aerosol or metal cans, firearms, fireworks, laser pointers
    •    Knives or other dangerous weapons
    •    Banners, flags and metal flag poles
    •    Whistles and any noise makers
    •    Glass bottles, confetti or shredded paper
    •    Any item or restricted object deemed by the Management to be dangerous or inappropriate 
  7. Throwing objects, uses of lighting sources such as laser pointers, flash photography or similar devices are strictly prohibited.
  8. Any unauthorized soliciting, selling of goods, tickets, or services or guest surveys of any kind are prohibited.
  9. Customers must be appropriately clothed and must wear shoes. Customers not appropriately clothed and/or with bare feet will not be permitted entry.
  10. Customers must abide by and follow all public announcements, directions, restrictions, warnings, or regulations in relation to the Theater.

 

12.    Ejection from the Theater

  1. Customer who causes disturbance, act inappropriately or refuse to comply with requests made by Management (as applicable) will be ejected from the Show without any refund or compensation.
  2. Customers who do not consent being searched or any applicable security procedures during the Show may be ejected from the Theater without any refund or compensation.

 

13.    Disclaimer, Limitation of Liability and Indemnity

  1. Customers are solely responsible for their own safety and personal belongings. 
  2. Show may contain flashing lights, loud audio effects, fog, liquid Nitrogen, pyrotechnics, hydro effects, (including splashes to the front rows), animatronic, lighting, motorbike stunts and other special effects. will not be held liable for any health issues directly resulting from attending the Show. 
  3. Customers attending the Show do so at their own risk. The Customer voluntarily assumes all risks and danger incidentals to the Show whether occurring before, during or after the Show. Management (as applicable) shall not be responsible for any loss, damage, personal injury, liability or death so caused. 
  4. The Customer assumes all risks and liabilities for any medical conditions associated with attending the Show. Management (as applicable) shall bear no liability for any personal injuries, health problems or death sustained at the Show, whether it is directly or indirectly resulting from any existing medical condition of the Customer.
  5. Customer shall indemnify and hold Melco and/or Show Organizer (as applicable) harmless against all actions, claims, and demands by any person who suffers or sustains any injury, loss, damage, to property or person, or death arising from or as a result of Customer’s negligence or willful misconduct.

 

14.    General Provisions

  1. Possession of a Ticket does not confer any rights on Customer to use, alter, copy or otherwise deal with any of the symbols, trademarks, logos and/or intellectual property appearing on the Ticket.
  2. Macau law shall govern the sale and use of all tickets and Customer agrees to submit to the exclusive jurisdiction of the Macau courts.
  3. All matters and disputes, including the interpretation of these Terms and Conditions, will be subject to the final decision of Melco.
  4. Melco reserves the right to amendments these Terms and Conditions.
  5. The English version of these terms and conditions shall prevail in the Show of any discrepancy between the English and the Chinese versions.

 

15.    Breach of these Terms and Conditions 

Whenever a Customer breaches this Terms and Conditions, Management may, without prior notice:

  1. block or limit the access to the Show;
  2. cancel any Tickets, without refund;
  3. take legal action against the Customer; and/or
  4. prohibit the Customer from future ticket purchases.