Ticket refund policy
Refunds for tickets purchased on the artist's official website will be made in accordance with the procedure and conditions of the current legislation of the Russian Federation.
In accordance with Decree No. 830 of the Government of the Russian Federation dated June 06, 2020, "On amendments to the regulations on the specifics of cancellation, replacement or postponement of a performing arts organization or museum of a spectacular event, including the procedure and timing of refunds for tickets, subscriptions, and excursions to such events, in threatened and/or emerging individual emergencies, the introduction of a high readiness or emergency situation in the Russian Federation or in its territory.
If the event is canceled
The refund of the ticket price if the event is canceled due to the introduction of a high alert or emergency situation is made to the visitor at his or her initiative no later than 180 days from the date the visitor applies for the refund of the ticket price.
However, if the day on which the visitor applies falls on a period when these regimes were in force, then 180 days will be counted from the first working day after the abolition of the relevant regimes.
If the event is rescheduled
If the event is rescheduled, the previously purchased ticket remains valid for the new date.
No refunds will be granted for such events (Cl. 3.1 and 4 of Russian Government Resolution No. 830 dated June 06, 2020, cancel the customer's right to a refund for tickets for events postponed due to the introduction of a high alert regime in the region. This right is granted to the Government of the Russian Federation by Article 52.1(19) of the "Fundamentals of Legislation of the Russian Federation on Culture" (approved by The Russian Supreme Soviet on October 09, 1992, No. 3612-1), i.e. federal legislation).
However, we are sympathetic to our listeners, so we treat each situation on a case-by-case basis.
In order for us to review your case, please email firstname.lastname@example.org and indicate
- the website where the ticket was purchased;
- the order number;
- the reason for refund;
- a screenshot of the ticket;
- full name;
- the email address indicated on the order;
- the last 4 digits of the card with which the ticket was paid for.
Without specifying all the data, requests will not be considered.
Please note, refunds can only be made to the card you used to pay for your tickets!We do not consider refund letters which came 3 days before the concert.If you purchased your ticket from any third-party website other than the artist's official website, contact the support team at the venue where you purchased your ticket.
1. I bought a ticket, but it didn't arrive to my email. What am I to do?
We use professional software to deliver our tickets. Statistics say that our letters reach 98% of audience. In other cases, the purchaser has given the wrong postal address or the letter has gone to the spam folder.
If you haven't received the letter, write to email@example.com indicating your order number and the last 4 digits of the card you used to pay for the tickets
2. I bought a ticket, but only received a receipt for payment. Is that the ticket?
No. In addition to the receipt, you should receive a letter with the tickets that entitle you to enter the concert.
If the letter has not arrived, write to us at firstname.lastname@example.org indicating the order number and the last 4 digits of the card with which the tickets were paid for
3. I made a mistake in the email. Can you send me a ticket to the right email?
Yes. Email us at email@example.com indicating your order number and the last 4 digits of the card you used to pay for the tickets.
4. I deleted the ticket by accident. Can I restore it?
Yes, this is a benefit of the e-ticket. Email us at firstname.lastname@example.org with your order number and the last 4 digits of the card used to pay for the tickets.
5. Can I not print an e-ticket but show it in my phone?
Yes. There is no need to spoil the paper.