Ticket refund terms

1. TICKET RETURN TERMS

1.1. Refunds of Ticket costs are carried out in accordance with these Offer terms, the refund rules established by the respective Event Organizers, and the current legislation of the Republic of Kazakhstan, including the Civil Code of the RK and the Law of the RK "On Protection of Consumer Rights".

1.1.1. General conditions for return and exchange of Tickets are established by the Organizers of the respective Events. The Operator acts solely as an information‑technology intermediary and is not responsible for the return and exchange rules set by Organizers.

1.1.2. Conditions for return and exchange of Tickets may be set by Organizers individually for each Event. If the Organizer has not posted information on the return conditions on the Event page in the System, the Buyer may review them on the Organizer’s official website or at the Event venue (box offices, ticket zones, administrative premises of the cinema, theater or other facility).

1.2. Refunds in case of Event cancellation, postponement or replacement

1.2.1. In the event of cancellation, postponement or replacement of an Event, the Ticket price shall be refunded upon receipt of an official notice from the Organizer.

1.2.2. Funds shall be returned to the Buyer by the payment method used at the time of purchase within the period specified by the Organizer in the notice, but no later than 10 (ten) business days from the date the Operator receives such notice.

1.2.3. Refunds are made only for Tickets purchased through the Operator’s System.

1.2.4. Where Tickets were purchased by the Buyer not directly through the Operator’s System but from third parties (including intermediaries, resellers or other persons not official partners of the Operator), the Operator is not responsible for such purchases and does not process refunds for them.

1.2.5. Refunds may be made only to the person who placed the order in the Operator’s System and to the same payment details from which the payment was made, unless otherwise agreed by the parties.

1.3. Refunds at the Buyer’s initiative

1.3.1. If the Buyer refuses to attend an Event for reasons not attributable to the Operator or Organizer, a Ticket refund is possible if the conditions set forth in this section and the Organizer’s rules are met.

1.3.2. Minimum timeframes within which a refund is possible:

for cinema screenings — no less than 30 minutes before the screening start;

for theatrical events — no less than 3 hours before the start;

for concerts, tours, sporting, tourist events, master classes and other entertainment events — no less than 72 hours before the start;

for hockey club matches — in the timeframes established by the respective Organizer. 7.3.3. If the Organizer has established different return rules, the Organizer’s rules shall apply in accordance with clause 7.1.2 of the Offer.

1.4. Compensation deductions

1.4.1. When a Ticket is returned at the Buyer’s initiative, the Operator retains the Service Fee in full if such fee was charged at purchase.

1.4.2. When returning a Ticket for Events where no Service Fee was charged, the Operator may retain compensation for actual expenses related to processing the refund (including commissions of banks, acquiring systems and payment operators) amounting up to 5% (five percent) of the nominal Ticket price, but not exceeding the amount of documentarily confirmed expenses.

1.4.3. The above deductions do not apply in cases of Event cancellation or postponement at the Organizer’s initiative.

1.5. Special conditions of certain Organizers

1.5.1. Refunds for Tickets purchased for Events held under conditions established by certain Organizers are carried out in the manner set by them; such conditions are indicated on the Event page in the System.

1.5.2. Issues related to refunds for Tickets to Events of specific Organizers are handled in the manner established by the respective Organizer.

1.6. Refund procedure

1.6.1. Refunds are made to the bank card from which payment was made, or by another method agreed with the Buyer, within 10 (ten) business days after confirmation of order cancellation.

1.6.2. At the Buyer’s request, the refund amount may be credited to the Personal Account balance in the System for subsequent purchases.

1.6.3. If the Buyer requesting a refund is a participant in the Operator’s Bonus Program, the refund conditions set out in the Bonus Program Rules posted on the Operator’s Website apply.

1.6.4. For Tickets purchased using promotions, promo codes or bonus funds, refunds are processed in accordance with the rules of the applicable program.

1.7. Resolution of refund disputes

1.7.1. If questions or disputes arise regarding a Ticket refund, the Buyer may submit a claim or complaint to the Operator in the manner set out in clause 10 of this Offer.

1.7.2. The Operator shall assist the Buyer in resolving the claim, including forwarding the claim to the relevant Organizer and informing the Buyer of the progress of its consideration.