Refunds and cancellations
What happens if the event is cancelled or postponed, if your tickets don't arrive, or if you want to cancel a purchase.
Draft pending legal review. This text describes how the platform works today, but it hasn't been reviewed by a lawyer yet and may change before launch.
Before paying
While the purchase is pending you can cancel it and release the tickets from the payment page.
Cancelled event
If the event is cancelled and not rescheduled, we refund what you paid to the same payment method, or as credit if you prefer.
Postponed or changed event
If the event is postponed, tickets are usually valid for the new date. If you can't attend the new date, we help you resell them or, when the organizer allows it, request a refund.
Tickets not received or not valid
Use the Purchase guarantee: we get you tickets in an equal or better location or refund your money.
Change of plans
Tickets for events on a set date are not refunded for a change of plans, except as the applicable law provides (Law 1480 of 2011). Pending legal review: scope of the right of withdrawal for distance sales of event tickets.
Timing
Refunds are requested from the gateway within 10 business days of approval; when the money arrives depends on your bank or card.