Legal

Refund policy

Clear rules, stated before you pay. Tickets are non-refundable by default, with the exceptions below. Where local consumer law gives you more protection, the law applies.

When you get a refund

Event cancelled

Full refund, automatic

If the organizer cancels, every ticket is refunded to the original payment method, including the booking fee. You do not need to apply.

Event postponed

Keep your ticket or request a refund

Your ticket stays valid for the new date. If you cannot attend, request a refund within 14 days of the postponement notice.

Major change

Refund on request

A change of venue city, headline act, or a start time moved by more than 4 hours entitles you to a refund within 14 days of the change notice.

Duplicate or failed charge

Full refund

If you were charged twice, or charged without receiving a ticket, we refund the extra payment once the payment provider confirms it.

Change of mind

Not refundable by default

Tickets are not refundable if you can no longer attend, unless the organizer offers flexible refunds for that event. You can transfer or resell instead.

Denied entry

Not refundable

No refund if entry is refused for breaking venue rules, age limits, a scanned duplicate, or a ticket bought outside ZERAKET.

Processing time

Mobile Money: usually within 1 business day. Cards: 5 to 10 business days, depending on your bank.

Fees

The booking fee is refunded when an event is cancelled. For other approved refunds it is not refunded, unless the organizer covers it.

Transfer or resell

Cannot go? Transfer the ticket to a friend or list it on verified resale, where the organizer allows it. Off-platform resale can void the ticket.

Organizer refund terms

Some organizers offer more flexible refunds. When they do, the terms are shown on the event page before checkout, and they apply in addition to this policy. Organizers cannot offer less than this policy.

How to request a refund

  1. 1Sign in and open My tickets.
  2. 2Choose the order and select Request refund.
  3. 3Tell us the reason. Cancellation refunds need no request.
  4. 4We confirm by email and track the request to completion.
Request a refund Contact support

Also not refundable

Missed attendance, requests after the 14 day window, and tickets cancelled for breaking our Ticketing or Conduct policies.

Fraudulent transactions

If your payment method was used without permission, we cancel the tickets and refund the original account once confirmed.

Review, escalation and appeals

  1. Review. Organizers decide within 5 business days. If they do not, ZERAKET decides.
  2. Mediation. Disagree with the decision? Reply on your request and our support team mediates with the organizer.
  3. Investigation. Our compliance team reviews evidence from both sides within 10 business days.
  4. Appeal. A final appeal can be filed through the report form. Your statutory rights, including card chargebacks, are not affected.

Version 2.0. Effective 24 September 2026.