Refund Policy

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.

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 organizer's decision, and depends on how significant it is. Ask them, or ask us and we'll ask them.

This is up to the organizer, and they tell you which before you pay. Every event page carries one of two lines: refunds are available from the organizer up to a set number of days before the event, or all sales are final. It is worth reading, because it is the answer to this question and you get it in advance rather than in an argument afterwards.

Where refunds are allowed, open your orders and use Request a refund. You can say why, though you don't have to. It goes to the organizer, who approves or declines it, and you are told either way — including whatever they said if the answer is no. Some organizers approve automatically; with those the money starts moving straight away.

The deadline is real. Once you are inside the organizer's cut-off — a week before the show, say — the request closes, and your order will say so rather than leaving you hunting for a button. That window is how long they need to resell the seat, which is the whole reason it exists.

Where an organizer doesn't allow refunds, or the window has closed, you can still send the ticket to somebody else from your account. It costs nothing, takes a moment, and always works.

An organizer can widen their policy after tickets go on sale but never narrow it. Whatever you were promised when you paid is the least you can be held to.

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.

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 organizer can withdraw one at any time before the event.

If you were refused entry for a reason that was the organizer'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 organizer. Where a show has been oversold, affected buyers are refunded automatically.

If you were refused entry for a reason within the organizer's rights — age, ID, intoxication, behaviour, or arriving after last entry — no refund is due.

Please talk to us before disputing a charge with your bank. A chargeback takes months, costs the organizer a fee whatever the outcome, and we can almost always resolve it faster directly. support@kola.fm reaches a person.

This policy sits alongside our Terms of Service, which explain that your contract for the event is with the organizer rather than with KOLA.