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Refund

Refund

Terms and Conditions for Ticket Returns and Refunds

Dear visitors, before purchasing tickets, we kindly ask you to carefully read the refund policy and act in accordance with these rules.

These terms apply in full to all cases of ticket purchase and return, regardless of the place of purchase (on the topbilet.kz website or at points of sale, where available);

Tickets may only be returned at the point of purchase;

Only original tickets purchased on our website are accepted for return.

Ticket Returns:

To receive a refund, the Buyer submits a request:

Refunds are processed within 10 (ten) business days from the date the request is confirmed by the Operator.

When completing the refund request, you must provide:

  • Order number;
  • Email address used when placing the order;
  • Your name and phone number.

Refund Request Processing:

The Support Service reviews the request within 10 business days.

Important!!! Refunds are issued exclusively to the bank card used to pay for the order. The time it takes for funds to be credited to the card depends on the payment processing terms of the issuing bank — this period typically ranges from 3 (three) to 30 (thirty) business days.

Refund Conditions:

  • Refund requests must be submitted on topbilet.kz no later than 72 hours (3 days) before the event starts;
  • If less than 72 hours remain before the event, refunds at the Visitor's initiative are not possible, and requests will not be reviewed by the service.
  • For certain events, tickets are non-refundable from the outset, which is clearly stated at the time of purchase. Refunds for such tickets are only issued in the event of a complete cancellation of the event;
  • Tickets purchased using a promo code, discount, or as part of a special promotion are non-refundable.

Deductions Upon Refund at the Buyer's Initiative

In the event that a Buyer returns purchased Tickets on their own initiative (change of mind, illness, personal circumstances, business travel, etc.) more than 72 hours before the event, the calculation is made on the following legal grounds:

  1. The service fee is non-refundable. In accordance with Articles 8-1 and 28 of the Law of the Republic of Kazakhstan "On Consumer Rights Protection," the service of selecting, booking, processing, and issuing an Electronic Ticket is deemed to have been fully and successfully rendered to the Buyer at the moment of payment and ticket generation. Payment for a service that has already been rendered is not subject to refund;
  2. A fee of 10% of the face value of the ticket is retained upon refund. In accordance with Paragraph 1 of Article 686 of the Civil Code of the Republic of Kazakhstan, the customer has the right to withdraw from a paid services agreement, provided that the contractor's actual incurred costs are reimbursed;
  3. The retained fee of 10% represents a fixed amount of actual costs incurred by TOPSTAR TECHNOLOGIES LLP for the operational and technical processing of transactions (including payment of bank acquiring fees for payment operations in both directions — at the time of purchase and at the time of processing the refund — as well as costs associated with the automated seat cancellation system).

Payment Procedure in Case of Event Cancellation or Postponement

  1. In the case of an official cancellation of the event due to the fault of the Organizer, a full 100% refund is issued for purchased tickets, including the service fee;
  2. In case if the Event is rescheduled to a different date (within a period of up to 6 months) or relocated to a different venue at the Organizer's initiative, the Attendee has the right to submit a refund request no later than 72 hours before the event. In this case, in accordance with the Organizer interaction policy, the face value of the ticket will be refunded minus the service fee and a 10% processing commission for the booking service already rendered.
  3. If case if the event is postponed by more than 6 months, the Visitor is entitled to a full 100% refund, including the service fee;

Protection Against Abuse of Rights

In order to properly fulfill its obligations under agreements with Event Organizers, TOPSTAR TECHNOLOGIES LLP, pursuant to Article 8 of the Civil Code of the Republic of Kazakhstan (Exercise of Civil Rights), reserves the right to refuse a refund to a Visitor in cases of abuse of rights by the Visitor, as well as in cases of a clear violation of the terms of this Offer.

By making a purchase on the topbilet.kz website, the Visitor fully and unconditionally accepts the Public Offer in accordance with Article 396 of the Civil Code of the Republic of Kazakhstan, confirming that all terms of purchase, the procedure and rules for ticket returns, and fee deductions have been communicated to them in full, are understood, and are accepted without any reservations.

Refund application

Refund

Terms and Conditions for Ticket Returns and Refunds

Dear visitors, before purchasing tickets, we kindly ask you to carefully read the refund policy and act in accordance with these rules.

These terms apply in full to all cases of ticket purchase and return, regardless of the place of purchase (on the topbilet.kz website or at points of sale, where available);

Tickets may only be returned at the point of purchase;

Only original tickets purchased on our website are accepted for return.

Ticket Returns:

To receive a refund, the Buyer submits a request:

Refunds are processed within 10 (ten) business days from the date the request is confirmed by the Operator.

When completing the refund request, you must provide:

  • Order number;
  • Email address used when placing the order;
  • Your name and phone number.

Refund Request Processing:

The Support Service reviews the request within 10 business days.

Important!!! Refunds are issued exclusively to the bank card used to pay for the order. The time it takes for funds to be credited to the card depends on the payment processing terms of the issuing bank — this period typically ranges from 3 (three) to 30 (thirty) business days.

Refund Conditions:

  • Refund requests must be submitted on topbilet.kz no later than 72 hours (3 days) before the event starts;
  • If less than 72 hours remain before the event, refunds at the Visitor's initiative are not possible, and requests will not be reviewed by the service.
  • For certain events, tickets are non-refundable from the outset, which is clearly stated at the time of purchase. Refunds for such tickets are only issued in the event of a complete cancellation of the event;
  • Tickets purchased using a promo code, discount, or as part of a special promotion are non-refundable.

Deductions Upon Refund at the Buyer's Initiative

In the event that a Buyer returns purchased Tickets on their own initiative (change of mind, illness, personal circumstances, business travel, etc.) more than 72 hours before the event, the calculation is made on the following legal grounds:

  1. The service fee is non-refundable. In accordance with Articles 8-1 and 28 of the Law of the Republic of Kazakhstan "On Consumer Rights Protection," the service of selecting, booking, processing, and issuing an Electronic Ticket is deemed to have been fully and successfully rendered to the Buyer at the moment of payment and ticket generation. Payment for a service that has already been rendered is not subject to refund;
  2. A fee of 10% of the face value of the ticket is retained upon refund. In accordance with Paragraph 1 of Article 686 of the Civil Code of the Republic of Kazakhstan, the customer has the right to withdraw from a paid services agreement, provided that the contractor's actual incurred costs are reimbursed;
  3. The retained fee of 10% represents a fixed amount of actual costs incurred by TOPSTAR TECHNOLOGIES LLP for the operational and technical processing of transactions (including payment of bank acquiring fees for payment operations in both directions — at the time of purchase and at the time of processing the refund — as well as costs associated with the automated seat cancellation system).

Payment Procedure in Case of Event Cancellation or Postponement

  1. In the case of an official cancellation of the event due to the fault of the Organizer, a full 100% refund is issued for purchased tickets, including the service fee;
  2. In case if the Event is rescheduled to a different date (within a period of up to 6 months) or relocated to a different venue at the Organizer's initiative, the Attendee has the right to submit a refund request no later than 72 hours before the event. In this case, in accordance with the Organizer interaction policy, the face value of the ticket will be refunded minus the service fee and a 10% processing commission for the booking service already rendered.
  3. If case if the event is postponed by more than 6 months, the Visitor is entitled to a full 100% refund, including the service fee;

Protection Against Abuse of Rights

In order to properly fulfill its obligations under agreements with Event Organizers, TOPSTAR TECHNOLOGIES LLP, pursuant to Article 8 of the Civil Code of the Republic of Kazakhstan (Exercise of Civil Rights), reserves the right to refuse a refund to a Visitor in cases of abuse of rights by the Visitor, as well as in cases of a clear violation of the terms of this Offer.

By making a purchase on the topbilet.kz website, the Visitor fully and unconditionally accepts the Public Offer in accordance with Article 396 of the Civil Code of the Republic of Kazakhstan, confirming that all terms of purchase, the procedure and rules for ticket returns, and fee deductions have been communicated to them in full, are understood, and are accepted without any reservations.

Refund application