FAQ

Below we have collected all the most frequently asked questions and provided meaningful answers.

BUYING TICKETS

THE FUNDS WERE CHARGED, BUT THE TICKETS HAVE NOT RECEIVED. WHAT TO DO?

Check the SMS from Concert.ua, as well as your email (including the “Spam”, “Promo”, “Updates” folders). We send a link to the tickets in the SMS, and we add them to the email as attachments.

If the funds were debited, but you did not receive the letter and SMS, write to us in support, attaching the receipt of the debit and indicating the event, on which you bought tickets.

WHAT IS A SERVICE FEE?

A service fee is a fee for processing the order, service and our work.

IS IT POSSIBLE TO PAY FOR AN ORDER TO A 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 FOR AN EVENT ON YOUR SITE, HOW DO I DO IT?

Fill out the form at the link and we will contact you.

I WANT BUY TICKETS AT THE BOX OFFICE IS IT POSSIBLE?

Yes, our ticket offices work at addresses.

WHAT TO DO IN CASE OF AN AIR ALARM?

In the event of an air alarm, the event is suspended, and the organizer's representatives will inform you about further actions. If the air alarm began on the eve of the event, the event will be continued after the end of the day if possible.

In the event of an event being postponed or canceled due to a prolonged alarm, we will send you information via SMS.
Thank you for your understanding of the realities of wartime.

PERSONAL ACCOUNT

HOW TO ENTER YOUR PERSONAL ACCOUNT? BY WHAT DATA?

To log in, use the data that you specified when placing an order.
Login - your email or phone number, and you can set a password using the “Forgot password” button.

TICKETS ARE NOT DISPLAYED IN YOUR PERSONAL ACCOUNT

Check if you are logging in using the data that was specified when placing an order. If the ticket is not displayed in your account and the data is entered correctly, write to us support.

HOW TO FIND OUT THE STATUS OF MY EVENT?

We send an SMS about changes to the event as soon as we receive information from the event organizer. The SMS is sent to the phone number that you specified when placing an order.

Also, information changes on our website on the event page.

ALL ABOUT REFUNDS

More details about the refund procedure here.

HAD THE PLANS CHANGED. IS IT POSSIBLE TO REFUND?

According to the legislation of Ukraine, refunds for tickets to entertainment events are made by the organizer and only in the event of cancellation.
We cannot refund the money if the event takes place without changes.

I DID NOT ATTEND THE EVENT, CAN I GET A REFUND?

If the event took place and you did not attend it, we will not be able to refund the money.

I HAVE EXPERIENCED FORCE MAJEURE. CAN I GET A REFUND FOR TICKETS (THE EVENT HAS NOT TAKE PLACE YET)?

If there are more than two days before the event date and you have force majeure circumstances, write to us in support, indicating the data you specified when placing the order, the reason why you cannot attend the event, as well as your order number. We will contact the organizer and try to help.
If the organizer does not grant permission, we, unfortunately, will not be able to issue a refund unilaterally.

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 RETURN MONEY FOR AN EVENT THAT DID NOT TAKE PLACE DURING THE WAR?

In accordance with 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 allows organizers not to set specific deadlines for fulfilling obligations to return funds until the end of martial law in the country.

Please note that force majeure does not exempt organizers from the obligation to return funds, but only gives time until the end of martial law.

If the organizer has provided permission and funds for a refund for the event, you can apply for a refund in 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 RETURNNNYA?

As soon as we have the opportunity to issue a refund (there is a request from the organizer and funds have been received from him), we open the reception of refund requests in the personal account on Concert.ua, about which we notify customers via SMS.

WITH HOW LONG DO I RECEIVE THE MONEY AFTER SUBMITTING A REFUND APPLICATION?

The refund is made exclusively in non-cash form to the 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 CONTACTS?

The organizer's contacts are usually listed on the event page on Concert.ua.

MY REFUND REQUEST STATUS: UNSUCCESSFUL OR ORDER CANCELLATION ERROR

If you encounter such a message, please write to us via any convenient communication channel, indicating the order number, and we will help.

WHAT IS CONCERT.UA DOING TO SPEED UP RETURNS?

Every day, our team helps our audience and organizers to come to an understanding and find solutions to controversial situations. But sometimes extremely unpleasant cases happen. Some of the organizers postpone the return, some “disappear” (we hope, temporarily). And some will never return the money. There are some, unfortunately.

The reasons can be different: the actual bankruptcy of the organizer and the cessation of its activities, the temporary lack of funds for returns, the 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 regarding the protection of consumer rights.

In May 2022, we held the "I Hold On and Support program for objectively "hopeless" events, issuing certificates worth 1 million UAH to affected clients at our own expense. Today, we continue to work out solutions with the organizers regarding refunds. Some are already refunding, while others are expecting the restoration of funding to begin or continue the refund process.

WHAT DOES "OPTIMALITY OF REFUND TO THE AFU" MEAN?

This is an opportunity to refuse refunds for tickets in favor of helping the AFU and organizations that help defeat 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 TO THE ARMED FORCES, BUT NOT MONEY?

Only 10-15% of viewers choose the option of redirecting funds to the needs of the army/homeland. In this volume, some organizers that offer this option have the opportunity 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, and cover current expenses, the organizer offers a compromise solution.

I WANT TO SEND A COMPLAINT TO THE TAX OFFICE/BUREAU OF ECONOMIC SECURITY/CONSUMER RIGHTS PROTECTION

Indicate the name of the event, place of purchase of tickets, order number in the complaint. Ticket sales service provider: CONCERT LLC, identification code: 43915844.

CERTIFICATES

HOW TO USE A CONCERT.UA CERTIFICATE?

You can use the certificate for any event on our website or at the ticket office within 12 months from the date of receipt.
Details about certificates here.

IS IT POSSIBLE TO REFUND THE CERTIFICATE?

The purchased certificate is non-refundable.

DID NOT FIND THE ANSWER TO YOUR QUESTION?

Write to us:

We respond during the day from 10:00-19:00, seven days a week.