Ticket refund policy
How to refund a ticket from your account, where the money goes, and what to do if it has not arrived.
1. How to refund a ticket
You do it yourself — there is no need to write to anyone:
- Sign in to your account and open Purchase history.
- Find the purchase and click “Refund ticket”.
- Confirm it in the dialog — the refund is registered straight away.
You will then receive an email with the transaction number and the refund date. Keep it: those are the details your bank needs if the money does not arrive.
Important
- The platform commission is non-refundable — the refund covers the purchase amount without it.
- A ticket can be refunded no later than one calendar day before the start of the event. For example, if the event takes place on the 2nd, a refund is no longer possible on the 1st.
- The refund covers the whole purchase: individual tickets within an order are not split or recalculated.
- A refund you make yourself arrives on your deposit on the platform. A refund to a bank card is handled by support — write to us if you need one. Payments in rubles, by QR code and via PayPal have no reversible transaction at all, so there the deposit is the only option.
- Money on the deposit can be spent on other tickets on the platform or on gift certificates.
2. If the event is cancelled or postponed
Cancellation. We refund it ourselves, by the same method you paid with: if you paid by card, the money goes back to the card, with no further conditions. You do not need to contact anyone.
Postponement. If the new date does not suit you, the refund is made at your request: write to [email protected] before the event starts on its new date. It goes back by the same method you paid with.
The terms for these cases are set by the Terms of Use: 20 working days from the cancellation, 40 days for a postponement of more than 14 days, 120 days for force majeure and if the event did not take place.
If the refund button is gone because the deadline has passed, write to support as well.
3. What to do if the funds have not been credited
The money is transferred to the card by the bank that issued it: the crediting time depends on that bank, and the refund may not show in your statement for a while.
If the funds have not been credited, contact your bank with the transaction number and the refund date from the email you received.
If you did not receive such an email, write to [email protected] and include:
- the name of the event;
- the date;
- the refund amount.
Tip
We will check the operation in the payment system and tell you what the problem with the refund might be.