FREQUENTLY ASKED QUESTIONS
Below we have collected all the most frequently asked questions and provided meaningful answers.
PURCHASE OF TICKETS
THE MONEY WAS DEPOSITED, BUT THE TICKETS HAVE NOT ARRIVED. WHAT TO DO?
Check SMS from Concert.ua, as well as email (including the "Spam", "Promo", "Updates" folder). We send links to tickets in SMS, and add them as attachments to emails.
If the funds were debited and you did not receive the letter and SMS, write to our support , attaching the debit receipt and indicating the event for which you bought tickets.
WHAT IS A SERVICE FEE?
The service fee is a fee for order processing, service and our work.
IS IT POSSIBLE TO PAY FOR THE ORDER TO THE CURRENT ACCOUNT?
Yes, payment is possible by transfer to a current account with the provision of all necessary documents. Details here .
I WANT TO SELL TICKETS TO AN EVENT ON YOUR WEBSITE, HOW DO I DO IT?
Fill out the form at the link and we will contact you.
I WANT TO BUY TICKETS AT THE BOX OFFICE, IS IT POSSIBLE?
Yes, our ticket offices work at the addresses .
WHAT TO DO IN CASE OF AN AIRCRAFT ALARM?
In the event of an air alert, the event is suspended, the organizer's representatives inform about further actions. If an air alert has started on the eve of the start of the event, the event will continue after the cancellation if possible.
If the event is postponed or canceled due to a long alarm, we will send you information via SMS.
Thank you for understanding the realities of wartime.
PERSONAL OFFICE
HOW TO ENTER THE PERSONAL CABINET? ACCORDING TO WHAT DATA?
To log in, use the data that you specified when placing an order.
The login is your e-mail or phone number, and you can set the password using the "Forgot password" button.
TICKETS ARE NOT DISPLAYED IN YOUR PERSONAL CABINET
Check whether you enter according to the data that was specified when placing the order. If the ticket is not displayed in the account and the data is entered correctly, write to us in support .
HOW DO I FIND OUT THE STATUS OF MY EVENT?
We send SMS about changes in the event as soon as we receive information from the event organizer. The SMS is sent to the phone number you specified when placing the order.
Also, the information changes on our website on the event page.
ALL ABOUT REFUNDS
Read more about the return procedure here.
PLANS CHANGED. IS IT POSSIBLE TO REFUND MONEY?
In accordance with the legislation of Ukraine, refunds for tickets to spectacular events are made by the organizer and only in case of cancellation of the event.
We cannot refund funds if the event takes place without changes.
DID NOT ATTEND THE EVENT OR CAN I GET A REFUND?
If the event took place and you did not attend, we will not be able to issue a refund.
I HAD FORCE MAJEURE CIRCUMSTANCES. CAN I GET A REFUND FOR TICKETS (THE EVENT HAS NOT HAPPENED YET)?
If the date of the event is more than two days and you have force majeure circumstances, write to our support , indicating the data you specified when placing the order, and the reason why you cannot attend the event, as well as your order number. We will contact the organizer and try to help.
In the event that the organizer does not grant permission, unfortunately, we will not be able to unilaterally issue a refund.
CAN I GET A REFUND IF MY PLANS HAVE CHANGED?
According to the rules of the offer (clause 4.4.1), a refund is possible only in case of cancellation of the event.
HOW TO REFUND MONEY FOR AN EVENT THAT DID NOT OCCUR DURING THE WAR?
According to the Decree of the President of Ukraine dated February 24, 2022 No. 64/2022, the Chamber of Commerce and Industry of Ukraine officially recognized that the introduction of martial law due to military aggression is a force majeure circumstance. This decree gives permission to the organizers not to set specific deadlines for the fulfillment of obligations to return funds until the end of martial law in the country.
We draw your attention to the fact that force majeure does not release the organizers from the obligation to return funds, but only gives time until the end of martial law.
If the organizer has given permission and funds for a refund for the event, you can apply for a refund in your personal account .
If this option is not available, it means that the organizer has not provided us with funds, and this option is not available.
HOW TO FIND OUT ABOUT THE POSSIBILITY OF A RETURN?
As soon as we have the opportunity to make a refund (there is a request for this from the organizer and funds have been received from him), we open the reception of requests for refunds in the personal account on Concert.ua, about which we notify customers by SMS.
HOW LONG WILL I RECEIVE MY MONEY AFTER I SUBMIT A REFUND?
Refunds are made exclusively in non-cash form to a card account within 15 days from the moment of cancellation of the order (if the organizer has provided the appropriate order, as well as the required amount of funds).
I WANT TO CONTACT THE ORGANIZER MYSELF, WHERE CAN I FIND THE CONTACTS?
The contact details of the organizer are usually indicated on the event page on Concert.ua.
STATUS OF MY RETURN REQUEST: UNSUCCESSFUL OR CANCEL ERROR
If you encounter such a message, please write to us in any convenient communication channel , indicating the order number, and we will help.
WHAT DOES CONCERT.UA DO TO SPEED UP THE RETURN?
Every day, our team helps clients-spectators and organizers to understand each other and find solutions to controversial situations. But sometimes extremely unpleasant cases happen. Some of the organizers postpone their return, some "disappeared" (hopefully, temporarily). And someone will never return the funds. There are some, unfortunately.
The reasons may be different: the actual bankruptcy of the organizer and the termination of its activities, temporary lack of funds for refunds, legal postponement of the fulfillment of obligations by the organizer due to a certificate of force majeure received from the Chamber of Commerce, or abuse of gaps in the legislation in terms of consumer rights protection.
In May 2022, for objectively "hopeless" events, we conducted the " I hold on and support " program, issuing UAH 1 million certificates to affected clients at our own expense. Today, we continue to work out a solution with the organizers regarding the return. Some are already returning, from others we are waiting for the restoration of funding to start or continue the return process.
WHAT DOES "POSSIBILITY OF MONEY REFUND ON ZSU" MEAN?
This is an opportunity to refuse refunds for tickets in favor of assistance to the Armed Forces and organizations helping to overcome the enemy and meet the needs of the rear. More detailed information about the Fund can be found on our website .
WHY IS IT POSSIBLE FOR THE ARMY, BUT NOT MONEY?
Only 10-15% of viewers choose the option of redirecting funds to the needs of the army/rear. To this extent, some organizers offering this option have the ability to satisfy such requests and this accelerates our Victory.
WHY AM I OFFERED A REFUND OF ONLY 70% OF THE TICKET COST?
In cases where a significant part of the funds has already been spent by the event organizer to advance artists, rent halls and/or equipment, book transportation and/or accommodation, conduct advertising campaigns, cover current costs, the organizer offers a compromise solution.
I WANT TO SEND A COMPLAINT TO THE TAX/ECONOMIC SECURITY BUREAU/CONSUMER PROTECTION
In the complaint, indicate the name of the event, the place of purchase of tickets, and the order number. Provider of ticket sales services: «КОНЦЕРТ» LLC, identification code: 43915844.
CERTIFICATES
HOW TO USE THE CONCERT.UA CERTIFICATE?
You can use the certificate for any event on our website or in the ticket office within 12 months from the moment of receipt.
Details about certificates here .
IS IT POSSIBLE TO REFUND MONEY FOR THE CERTIFICATE?
The purchased certificate is non-refundable.
DID NOT FIND THE ANSWER TO YOUR QUESTION?
Write to us:
We answer during the day from 10:00 to 19:00 without days off.