Refund Policy
When you get your money back, when you don't, and how long it takes. Written plainly, because this is the page people read when something has gone wrong.
If the event is cancelled
You are refunded in full, automatically. Everything you paid comes back — ticket price, our service fee, processing and tax. You don't need to ask, and you don't need to do anything.
The money goes back to the card you paid with. Banks typically take five to ten business days to show it. If it hasn't appeared after ten, email us and we'll chase it.
If the event is moved or changed
A change of date, venue or line-up does not cancel your ticket automatically — it stays valid for the event as changed. We'll email you when something material moves.
Whether a change entitles you to a refund is the organiser's decision, and depends on how significant it is. Ask them, or ask us and we'll ask them.
If you simply can't go
This is up to the organiser. Some allow refunds up to the day of the show, some allow none at all — running a room means committing to costs against tickets already sold, and a refund the night before is money they've already spent.
Where an organiser allows refunds, you'll see the option on your ticket. Where they don't, you can still send the ticket to somebody else from your account, which costs nothing and takes a moment.
What comes back
A refund returns the full amount you were charged, including KOLA's service fee. We do not keep our fee on a refunded ticket.
Refunds are always to the original payment method. We cannot refund to a different card, or in cash, or to somebody else.
Tickets given to you
If somebody transferred you a ticket they bought, any refund goes to the person who paid, not to you. We can't send money to somebody who never sent us any.
Complimentary tickets have no cash value and cannot be refunded. An organiser can withdraw one at any time before the event.
If something went wrong at the door
If you were refused entry for a reason that was the organiser's fault — an oversold show, a ticket that should have scanned and didn't — contact us with your order reference and we will investigate with the organiser. Where a show has been oversold, affected buyers are refunded automatically.
If you were refused entry for a reason within the organiser's rights — age, ID, intoxication, behaviour, or arriving after last entry — no refund is due.
Chargebacks
Please talk to us before disputing a charge with your bank. A chargeback takes months, costs the organiser a fee whatever the outcome, and we can almost always resolve it faster directly. support@kola.fm reaches a person.
Related
This policy sits alongside our Terms of Service, which explain that your contract for the event is with the organiser rather than with KOLA.