1. Refund eligibility
Buyers are entitled to a full refund of the ticket purchase price (excluding service fees) under our marketplace refund policy when:
- The match is officially canceled by FIFA without rescheduling.
- The seller fails to deliver tickets before the match starts.
- The delivered tickets are invalid, duplicated, or denied at the venue gate.
- Section / row delivered does not match the listing description (verified by photo evidence).
2. How to request a refund
Open My Tickets, locate the affected order, and tap Request refund. Provide:
- Order ID (auto-filled).
- Reason category (cancellation / non-delivery / mismatch / venue denial).
- Supporting evidence (screenshots, gate photos, communication thread).
Our support team replies within 24 hours and may contact the seller for resolution before issuing the refund.
3. Processing timeline
- Review: 24-72 hours after request submission.
- Seller response window: up to 48 hours for the seller to dispute or accept.
- Refund issuance: within 5 business days after approval, returned to the original payment method.
- Bank settlement: credit cards typically 3-10 business days · bank transfers / crypto may vary.
4. Non-refundable cases
Refunds are not issued in these scenarios:
- Buyer no-show or change-of-mind after tickets are validly delivered.
- Match rescheduled to a new date (tickets remain valid for the new date per FIFA policy).
- Buyer denied entry due to identity / behavior reasons unrelated to ticket validity.
- Refund requested more than 7 days after the original match date.
Service fees and partner-platform processing fees are non-refundable except when the match is fully canceled.
5. Contact us
For refund inquiries, please reach our support team via the My Tickets page or email [email protected]. Reference your order ID for faster handling.