FAQ

Frequently Asked Questions

Everything about buying, refunding, and using tickets

1 How do I request a refund? ⌄

You can submit a refund request via this link: topbilet.kz/ru/pages/refund.

When filling out the request, please provide: order number, email, full name, and phone number (exactly as shown on the ticket).

⚠️ Refunds must be requested no later than 72 hours before the event starts. After that, a refund is not possible.

Requests are reviewed within 10 business days.

2 How much will be refunded, and when? ⌄

For refunds initiated by you, the following is withheld:

Service fee

Non-refundable

Of ticket face value

−10%

✓ Total you receive: face value minus 10%

Funds are refunded only to the card used for payment.

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

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

Concert cancelled: 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 another venue: a refund can be requested up to 72 hours before the event. The face value is refunded minus the service fee and a 10% commission.

4 Is the ticket tied to a specific name? ⌄

No, the ticket is not tied to a specific name. Your name is only checked if you submit a refund request.

5 Where is my ticket? ⌄

After purchase, the ticket is sent to the email address you provided. If you haven't received it, please check your "Spam" folder.

If you still can't find your ticket, contact support:

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

6 Terms of the non-refundable fare ⌄

When purchasing a non-refundable fare, no 10% commission is charged — you pay only the ticket's face value. However, a refund cannot be requested for such a ticket.

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

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

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

Event organizers allocate tickets among operators independently. Each operator sells only its own seat pool — this prevents the same tickets from being duplicated across operators.

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

✕ Unfortunately, partial refunds are not available.

If an order contains multiple tickets, the refund is processed for the entire order at once — they are linked under a single order number.

FAQ