Refund Policy

1. One policy for all events

These refund rules are set by Ticket Hero and apply uniformly to every event on the Platform. To request a refund, contact us at support@ticket-hero.net; eligible refunds are returned to your original payment method.

2. The non-refundable service fee

A service fee is non-refundable. When a refund is issued, this fee is deducted and is not returned, because it covers the ticketing service and payment handling already provided for the order.

The service fee is 5% of the ticket value (before value-added tax) plus SAR 1 per ticket. Value-added tax and any amount added by the Organizer form part of the refundable ticket amount.

3. Refund requests must be made at least 24 hours before the event

A refund request must be submitted at least 24 hours before the event's start time. Requests made less than 24 hours before the event are not eligible for a refund.

This time limit applies to refunds you request yourself. It does not apply where an event is cancelled, postponed or rescheduled (see sections 5 and 6).

4. How a refund is calculated

Where a refund is due, you are refunded the amount you paid for the ticket minus the non-refundable service fee described above, returned to the original payment method.

Example: for one ticket valued at SAR 100 before VAT, the service fee is SAR 6 — SAR 5 (5% of 100) plus SAR 1 for the ticket. The exact non-refundable amount for your order is shown when a refund is issued.

5. If the event is cancelled

If an event is cancelled, you are entitled to a refund of the ticket amount, minus the non-refundable service fee, unless an alternative is offered and you accept it (such as a replacement event or credit). The 24-hour limit above does not apply to a cancellation.

6. Postponement, rescheduling and circumstances beyond control (force majeure)

If an event is postponed or rescheduled — including for reasons beyond reasonable control such as natural disasters, severe weather, public-health measures, government action or similar circumstances (force majeure) — you may choose either:

• to keep your ticket, which will be valid for the new date at no additional cost; or
• to receive a refund of the ticket amount, minus the non-refundable service fee.

Where an event cannot be rescheduled, a refund of the ticket amount minus the service fee will be offered. The 24-hour limit above does not apply in these cases.

7. Partial refunds

Where only part of an order is refunded, the refund is calculated on the tickets being refunded, and the service fee for those tickets is retained.

8. Payments that did not result in a ticket

If you were charged but no ticket was issued — for example a duplicate charge, or a payment that completed after the order had already expired — you are refunded in full, including any service fee.

9. How and when you receive your refund

Approved refunds are returned to the original payment method used for the purchase. The time to appear in your account depends on your bank or card issuer and is typically up to 14 business days.

10. Contact

For any refund request or question, contact us at support@ticket-hero.net.