FAQ

TOPBILET

Frequently Asked Questions

Everything about buying, returning, and using tickets

1 How do I request a refund? ⌄

On the website, tap the menu icon (three lines) → Ticket Refunds → Request a Refund.

You can also submit a request directly:

Website: topbilet.kz/en/pages/refund
Email: office@topbilet.kz

When filling out the form, please provide: order number, email used at purchase, your name, and phone number.

⚠️ Refund requests must be submitted at least 72 hours before the event starts. Requests after that deadline cannot be processed.

Requests are reviewed within 10 business days.

2 How much will I get back and when? ⌄

When you request a refund on your own initiative, the following is withheld:

Service fee

Non-refundable

Of the ticket face value

−10%

✓ You receive: the face value of the ticket minus 10%

Refunds are issued only to the card used for the original payment.

Processing time is 3 to 30 business days depending on your bank.

3 What happens if a concert is cancelled or rescheduled? ⌄

Cancellation: full 100% refund, including the service fee.

Rescheduled by more than 6 months: full 100% refund, including the service fee.

Rescheduled by less than 6 months or moved to a different venue: you may submit a refund request up to 72 hours before the event. The face value is refunded minus the service fee and the 10% processing fee.

4 Will there be an ID check at the entrance? ⌄

✓ No — ID is not required at the door.

Your ticket contains a QR code — that is what is scanned at entry. Each QR code can only be used once and by one person. Entry is not verified by name.

5 Where is my ticket? ⌄

After purchase, your ticket is sent to the email address provided at checkout. If you don't see it, please check your Spam folder.

If you still can't find it, contact support:

💬 +7 775 336 9484 ✉️ office@topbilet.kz

6 Non-refundable ticket conditions ⌄

Tickets purchased under a non-refundable rate do not include the 10% fee — you pay only the face value. However, these tickets cannot be refunded.

⚠️ Tickets purchased with a promo code, discount, or as part of a promotion are also non-refundable.

✓ Exception: if the concert is cancelled, a full refund is issued regardless of the ticket rate.

7 Why do you have different seats than other ticketing services? ⌄

Event organizers distribute tickets independently among different ticketing operators. Each operator sells only their own pool of seats — this prevents duplicate tickets from being issued.

8 Can I return just one ticket from an order? ⌄

✕ Unfortunately, partial refunds are not available.

If an order contains multiple tickets, the refund applies to the entire order — all tickets are linked under a single order number.

9 Can I pay with a foreign bank card? ⌄

Our website only accepts Kazakhstani bank cards.

ℹ️ If you have a foreign card, you can ask a contact in Kazakhstan to make the purchase on your behalf — the ticket will be sent directly to your email after payment.

FAQ