Refund Policy

The Customer acknowledges and agrees that the Tickets purchased for Events are generally non-refundable, except in specific cases detailed below. All ticket sales are final unless required by UAE law.

(A)  Eligible Refunds

Refunds may be issued in the following situations:

• Event Cancellation: If the event is canceled by the Customer for any reason, the ticket holder shall be entitled to a refund, encompassing the face value of the ticket and service fees paid at the time of purchase, as mandated by UAE law.
• Event Postponement or Rescheduling: If the Customer postpones or reschedules the event, the ticket holder shall have the right to either attend the rescheduled event or receive a full refund. Refund requests must be submitted within 30 days of the announcement of the new event date.
• Postponed Events: If an event is postponed, the Buyer should contact the Implementer directly. Tickets for postponed events remain valid for the new date, and refunds will not be provided unless the event is permanently canceled. Implementers are prohibited from reselling, canceling, or changing Tickets for rescheduled events. Note: Buyers are encouraged to review the updated event details carefully, as no refund will be provided for postponed events unless permanently canceled.
• Artist-Related Issues: If there are significant changes to the artist-related aspects of the event, including but not limited to an artist failing to perform as scheduled, an artist performing for a duration shorter than agreed, or a change in the artist lineup, particularly the absence of a major act.
• Organizer-Related Issues: If there are significant changes to the information provided by the Customer, such as the provision of incorrect or misleading information regarding the event, failure to address any customer complaints about dissatisfaction with the event, or lack of adequate information.
• Venue and Accessibility Issues: If there are significant changes to the venue or accessibility aspects of the Event, such as a change of venue, security issues affecting safety, lack of disabled access, or poor seating arrangements (e.g., visibility or incorrect seat numbering).
• Event Environment Issues: If there are significant changes to the event environment, including inadequate air conditioning, delays in event entry not communicated in advance, transportation access issues, or changes in entry policy that adversely affect the ticket holder.

(B) Refund Process for Canceled Events

Only the Buyer listed in the original Order is eligible to apply for a refund. Refunds for canceled events will be processed within 10 working days from the date of the Buyer’s request, though this period may extend by an additional 10 working days if necessary.

(C) Refund Request Procedure

Refund requests must be submitted through the official ticketing platform or point of purchase and include proof of purchase, the original ticket, and the reason for the refund claim. The ticket operator is obligated to facilitate this process in line with UAE law. Refund requests for cancellations, postponements, or significant changes must be submitted within 30 days of the official announcement. Failure to submit within this period may result in a rejection, subject to UAE consumer protection laws.

(D)  Exclusions from Refund Eligibility

No refunds will be issued for personal reasons, such as inability to attend, changes in personal schedule, or illness unless required by UAE law. Tickets purchased through unauthorized resale channels are not eligible for refunds. Tickets found to have been resold or transferred without authorization may be canceled without notice or compensation, in line with UAE laws prohibiting unauthorized ticket resale.

• The Company is not liable for the following, and no refund will be issued in these cases: partial performances, changes in venue, lineup, or time, or any disappointment following the event.

(E)  Force Majeure and Governmental Actions

In cases of force majeure events, such as natural disasters, extreme weather, or other events beyond the control of the Parties (e.g., government-imposed restrictions), the Customer may issue refunds or provide other remedies at its discretion. Refunds will be processed as per UAE regulations, ensuring fairness to ticket purchasers. If the event is canceled by government order, the ticket purchaser is entitled to a full refund per UAE law. Any special instructions for refunds in such cases will be communicated by the Parties.

(F)  Compliance with UAE Consumer Law

This policy adheres to UAE’s Consumer Protection Law (Federal Law No. 15 of 2020) and other relevant regulations. Any disputes or complaints related to ticket returns will be handled in accordance with these laws.

(G)  Other Terms

• Lost or Stolen Property: mTicket and the Event Organizer are not responsible for any personal property lost or stolen at the event.
• Behavior Compliance: The use of video cameras, professional cameras, or other recording devices is prohibited unless explicitly allowed. Failure to comply with event rules may result in denied entry without a refund.
• Prohibition of Ticket Resale: Tickets are non-transferable and cannot be resold. Any tickets purchased through unauthorized channels may be deemed invalid, and entry may be denied.
• By purchasing a Ticket, the Buyer agrees to all terms outlined in this Refund Policy.

For further inquiries, please contact [email protected]