Refund policy

TicketKhana Refund Policy

1. GENERAL REFUND POLICY

Once a ticket has been purchased through TicketKhana, the ticket is generally non-refundable, non-cancellable, and non-exchangeable except where a refund is expressly provided under these Terms, the applicable event-specific terms, or required by applicable law.

Refunds will not ordinarily be provided for:

Change of mind;
Personal circumstances;
Failure to attend the event;
Travel or transportation difficulties;
Illness or other personal reasons;
Incorrect ticket selection;
Late arrival;
Failure to comply with venue or Event Organizer rules;
Refusal of admission or removal from an event due to the customer's own conduct; or
Any other circumstance attributable to the customer.

Customers are responsible for carefully reviewing all event, ticket, venue, date, time, artist, seating, age restriction, and other relevant information before purchasing.

2. TICKETING AND REFUND INTERMEDIARY

TicketKhana acts as the ticketing intermediary for events listed on its platform.

TicketKhana facilitates ticket purchases, ticket delivery, customer communications, and, where applicable, the refund process.

The Event Organizer or Promoter remains responsible for organizing and conducting the event, including the venue, performers, programme, scheduling, and other operational aspects of the event.

Where a refund is authorized or required, TicketKhana will act as the sole customer-facing refund processor. Customers should submit their refund requests directly to TicketKhana and should not be required to contact the Event Organizer or Promoter separately.

3. EVENT CANCELLATION

If an event is officially cancelled and refunds are authorized or otherwise required by applicable law, eligible ticket holders may apply for a refund in accordance with the applicable cancellation notice and refund terms.

Unless different terms are expressly stated for a particular event or required by applicable law:

90% of the ticket face value will be refundable.

The remaining 10% of the ticket face value will be non-refundable.

TicketKhana's platform, service, booking, payment-processing, and other applicable fees are separate from the ticket face value and are ordinarily non-refundable, unless otherwise required by applicable law or expressly stated for the particular event.

For example, where the ticket face value is PKR 2,000, the standard refundable amount will be PKR 1,800.

4. REFUND PROCESSING BY TICKETKHANA

For an event where refunds are available, TicketKhana will manage and process the customer refund process directly.

This may include:

Receiving refund requests;
Verifying customer and order information;
Determining eligibility according to the applicable refund terms;
Calculating the applicable refund amount;
Processing the refund;
Communicating the status of the refund to the customer; and
Maintaining records of refund requests and completed refunds.

Customers should submit their refund requests directly to TicketKhana using the refund contact details and procedure stated in the applicable cancellation or refund notice.

The Event Organizer or Promoter does not need to process individual customer refund requests unless otherwise separately communicated by TicketKhana.

5. ORGANIZER RESPONSIBILITY

TicketKhana may process eligible customer refunds on behalf of the Event Organizer or Promoter and may deduct or settle applicable refund amounts in accordance with the Organizer Agreement and applicable law.

The customer's refund relationship and communication will remain with TicketKhana once TicketKhana has announced the applicable refund procedure.

6. REFUND APPLICATION PERIOD

Unless a different period is expressly stated for a particular event, eligible customers must submit their refund request within 7 days from the date of the official cancellation announcement.

The cancellation announcement will specify:

The refund deadline;
The refund email address or submission method;
The information required from the customer; and
Any event-specific refund conditions.

Refund requests submitted after the applicable deadline may no longer be eligible for a refund, subject to applicable law.

Customers are encouraged to submit their requests as soon as possible rather than waiting until the deadline.

7. EXPIRATION OF UNCLAIMED REFUND REQUESTS

Where a customer is eligible for a refund but does not submit a valid refund request within the applicable refund period, the customer's refund claim may expire after the stated deadline, subject to applicable law.

After the applicable refund deadline has passed, TicketKhana may close the applicable refund process and reconcile the remaining event funds.

Any remaining amount associated with an expired or unclaimed refund claim will be dealt with in accordance with applicable law, the applicable event-specific terms, and the contractual arrangements between TicketKhana and the Event Organizer or Promoter.

The expiration of a customer's refund claim does not create an obligation for TicketKhana to continue accepting the claim after the stated deadline, except where required by applicable law.

8. RESCHEDULING AND POSTPONEMENT

A postponed or rescheduled event does not automatically create a refund entitlement.

Unless otherwise stated by the Event Organizer or required by applicable law, tickets may remain valid for the rescheduled event.

If refunds are made available to customers who cannot or do not wish to attend the rescheduled event, TicketKhana will communicate the applicable refund procedure and deadline.

Customers must follow the stated procedure within the applicable deadline.

9. EVENT CHANGES, ARTISTS AND PERFORMERS

The Event Organizer or Promoter may make changes to:

Artists or performers;
Supporting acts;
Venue;
Date or time;
Programme;
Seating arrangements;
Event format;
Running order; or
Other event details.

Such changes do not automatically constitute a cancellation or create a refund entitlement.

Whether a refund will be offered following an event change will be determined according to the applicable event terms, the Organizer's decision, and applicable law.

The replacement, withdrawal, non-appearance, or change of an artist or performer does not by itself guarantee a refund unless otherwise provided by the applicable terms or required by law.

10. PARTIALLY COMPLETED OR INTERRUPTED EVENTS

If an event has commenced and is subsequently interrupted, postponed, abandoned, or cancelled, a refund is not automatically guaranteed.

Any applicable refund arrangement will be determined according to the Event Organizer's applicable refund terms and applicable law.

Where refunds are authorized or required, TicketKhana will communicate and process the applicable refund procedure.

11. CUSTOMER-INITIATED REFUNDS

Customers generally cannot obtain a refund because they:

Change their plans;
Cannot attend;
Experience travel or transportation problems;
Become ill;
Have work or school commitments;
Select the wrong ticket;
Arrive late; or
Otherwise fail to attend for personal reasons.

Customers should carefully check all event details before completing their purchase.

12. ADDITIONAL CUSTOMER EXPENSES

TicketKhana is not responsible for additional expenses incurred by a customer because of an event cancellation, postponement, rescheduling, change, or other event-related circumstance, except where required by applicable law.

This includes:

Travel;
Accommodation;
Transportation;
Parking;
Food and refreshments;
Visa or immigration expenses; and
Other incidental or personal expenses.

13. EVENT-SPECIFIC REFUND TERMS

Certain events may have additional or different refund terms.

Where event-specific refund terms are clearly communicated to customers at or before purchase, those terms will apply to the relevant event, subject to applicable law.

Customers are responsible for reviewing the applicable event information and refund terms before purchasing.

14. REFUND REQUEST PROCEDURE

Where a refund is available, customers must follow the procedure stated in the applicable cancellation or refund notice.

TicketKhana may require:

Order number;
Customer/ticket holder name;
Email address used for the purchase;
Ticket or booking information;
Payment or bank details required to process the refund; and
Other information reasonably required to verify the transaction.

TicketKhana may delay or reject a request where the information provided is incomplete, inaccurate, unverifiable, fraudulent, or submitted after the applicable deadline, subject to applicable law.

15. REFUND PROCESSING TIME

Once a valid refund request has been verified and approved, refunds may take up to 30 days to process.

The actual processing time may depend on the payment method, banking system, payment gateway, and other third-party processing requirements.

16. CUSTOMER COMMUNICATIONS

Where TicketKhana becomes aware of a cancellation, postponement, rescheduling, artist change, venue change, or other significant event update, TicketKhana will use reasonable efforts to communicate the relevant information to affected customers using the contact information available to TicketKhana.

However, TicketKhana cannot guarantee that every customer will receive, read, or otherwise become aware of every communication.

Emails may be filtered as spam, contact information may be incorrect or outdated, or other circumstances may prevent effective communication.

Customers are therefore responsible for checking the status and details of their event and should not rely solely on receiving an individual notification.

17. REFUND RECORDS AND VERIFICATION

TicketKhana may maintain records of refund requests, customer communications, refund approvals, rejected requests, and completed refunds for administrative, accounting, legal, fraud-prevention, and compliance purposes.

Customers may be required to provide information reasonably necessary to verify that they are the purchaser or authorized ticket holder associated with the relevant order.

18. ACCEPTANCE OF TERMS

By purchasing or using a ticket through TicketKhana, the customer acknowledges and agrees that:

TicketKhana acts as a ticketing intermediary;
The Event Organizer or Promoter is responsible for organizing and conducting the event;
Event details may be changed by the Event Organizer or Promoter;
A cancellation, postponement, rescheduling, artist change, performer change, venue change, or other event alteration does not automatically create a refund entitlement unless the applicable terms or law provide otherwise;
Where a refund is authorized for a cancelled event, the standard refund is 90% of the ticket face value unless different event-specific terms apply;
Platform, service, booking, and payment-processing fees are ordinarily non-refundable;
TicketKhana is the customer-facing processor for refunds administered through TicketKhana;
Refund requests must be submitted according to the procedure and deadline specified in the applicable refund notice;
The standard refund-request deadline is 7 days from the official cancellation announcement unless a different period is stated;
Failure to submit a valid refund request within the applicable period may result in the refund claim expiring, subject to applicable law;
The Event Organizer or Promoter remains responsible for the event and applicable refund obligations under its agreement with TicketKhana;
TicketKhana may process eligible refunds and administer the refund process on behalf of the Event Organizer or Promoter;
The treatment of unclaimed or expired refund amounts will be governed by applicable law, applicable event terms, and the contractual arrangements between TicketKhana and the Event Organizer or Promoter; and
These Terms are subject to applicable law.