Version: 5 August 2026
1. General principles
1.1. The seller of the Ticket and the party obliged to refund is the Organizer. The Tikento service (TIKENTO LLC, the "Platform") as authorized venue provides technical processing of refunds within the Organizer's funds.
1.2. Refunds are made by the same method and, as a rule, to the same account/card used for payment.
2. Cancellation, substitution or postponement
2.1. On cancellation or substitution of an event, the Buyer may receive a full refund of the Ticket price.
2.2. On postponement, the Buyer may either use the Ticket for the new date or receive a refund.
2.3. The Organizer communicates cancellation/substitution/postponement; the Platform assists with notification and refund processing.
3. Buyer-initiated refusal to attend
3.1. Availability and terms depend on the Organizer's policy and the law. For events of cultural organizations and persons, a special refund procedure applies depending on how many days before the event the request is made (Art. 52.1 of the Fundamentals of Russian Legislation on Culture):
3.2. For non-cultural events, voluntary refund terms are set by the Organizer and shown on the event page.
4. Service fee
4.1. The Platform does not charge the Buyer a separate service fee: the Buyer pays the Ticket price set by the Organizer. The Platform's remuneration is withheld from that amount in settlements with the Organizer and does not increase the price for the Buyer.
4.2. Upon a refund, the Buyer is returned the amount paid for the Ticket in the manner and amount established by Sections 2 and 3 (in full in the event of cancellation, substitution or postponement).
5. Refund timing
5.1. Refunds are made within statutory periods (generally no later than 10 days from the demand), subject to bank/payment-system crediting times.
6. How to request a refund
6.1. Submit a request via the website form or support@tikento.com, stating the Order number, Ticket data and reason. The Platform forwards it to the Organizer and processes the refund where grounds and the Organizer's funds exist.
7. Chargebacks and disputed transactions
7.1. On a bank dispute (chargeback), related costs and amounts are withheld from the Organizer's funds; the Organizer and the Platform may request supporting documents from the Buyer.
8. Contacts
Support: support@tikento.com. Details: /en/legal.