Refund policy
In accordance with the provisions of Article 10 of the Law of Ukraine “On Tour Events in Ukraine” dated 10.07.2003, Clause 13 of the Procedure for Organizing and Conducting Tour Events approved by the Cabinet of Ministers of Ukraine Resolution No. 35 dated 15.01.2004, and Article 12 of the Law of Ukraine “On Theaters and Theater Activities,” the responsibility for the quality of conducting the tour/theatrical event and ensuring consumer rights protection lies with the Organizer of the event, not the ticket seller, as the ticket is not a product, but an agreement between the visitor and the organizer.
Legal relations arising in connection with the sale of tickets are limited to the framework of such a sale. Therefore, if the ticket seller fully and properly fulfilled the order and the ordered tickets were received by the buyer, it is considered that the seller has fully fulfilled its obligations to the buyer. According to Article 10 of the Law of Ukraine “On Consumer Protection,” the request for a refund for purchased tickets should be sent directly to the service provider – the Event Organizer.
According to Chapter “X” of the “Instruction for Managing Ticket Operations in Theatrical and Entertainment Enterprises and Cultural-Educational Institutions,” the refund to visitors (audiences, listeners) is carried out exclusively by the Event Organizer in the following cases:
Changes in the schedule/artist’s health/personal circumstances
Socio-political circumstances in the country, except in cases of force majeure
Technical issues at the chosen venue (if they pose a safety risk to the audience)
Download “APPLICATION FOR REFUND”
To request a refund for the ticket purchase, you need to:
Contact the Organizer with a written application
Provide a document proving your identity (passport, student ID, driver’s license)
Provide the original ticket
Provide the receipt or other proof of payment for the ticket
Attention! According to Law No. 530-IX, the Verkhovna Rada officially granted COVID-19 force majeure status. Therefore, the conditions and deadlines for refunding money for events that were to take place during the pandemic but did not occur are set by the event organizer individually.
