Terms of Use

Buying tickets

When you buy tickets, the total you pay is made up of:

• Ticket price — the price of the ticket for the event.
• Service fee — the platform fee for each ticket. It covers the operation of the ticketing platform and the cost of processing your payment: the card and transaction fees our payment provider (Stripe) charges us for every payment are included in this fee and are never charged to you separately. The fee depends on the ticket price and is shown before you pay.
• Refundable Booking (optional) — a refund option you can add at checkout. It covers every ticket in the order and extends your refund rights as described below.

All prices are in US dollars and the full breakdown is shown before you confirm the payment. Your tickets are emailed to you and are available in your account once the payment is confirmed.

Refund policy

A refund always returns the ticket price only. The service fee and the Refundable Booking fee are non-refundable in every case, because they pay for services already provided — the platform, the payment processing and the refund cover itself.

Example: you paid $45 for the ticket + $5 service fee + $4 Refundable Booking = $54. If the ticket is refunded, you receive $45.

Without Refundable Booking, you can get a refund of the ticket price when:

• The event is cancelled. Every ticket holder is refunded the ticket price; you do not need to do anything — or, if we ask, simply reply to our email.
• The event is postponed or rescheduled. Your tickets stay valid for the new date. If you cannot attend the new date, you can request a refund within 30 days of our announcement and no later than 7 days before the new date.
• The event changes materially — for example, it moves to a different city or the headlining performer is replaced. You can request a refund within 14 days of our announcement.
• You change your plans. You can request a refund up to 7 days before the event starts. Within the last 7 days, tickets bought without Refundable Booking are non-refundable.

Refundable Booking

Refundable Booking extends your refund rights. With it, you can get a 100% refund of the ticket price if you cannot attend for one of the covered reasons — and you can ask for it up to the start time of the event, including on the day of the event. Covered reasons include:

• sickness, accident or injury (including of a close family member);
• pre-existing medical conditions;
• pregnancy complications;
• bereavement or the death of a close family member;
• emergency services recall or military duty;
• home emergency (fire, flood, burglary);
• private vehicle failure or a road accident on the way to the event;
• public transport failure, cancelled or delayed flights;
• court summons or jury service;
• unexpected change of work schedule or relocation for work;
• severe weather that makes travel to the event unsafe.

You will be asked for reasonable supporting evidence (for example, a doctor’s note, a repair invoice or an official notice), which can be sent within 14 days after the event. Refundable Booking must be chosen at checkout — it cannot be added to an order later — and it covers all the tickets in that order. The Refundable Booking fee itself is not refundable.

How to request a refund

• Email contact@sovaentertainments.com with your order number, the name and email on the order and the reason for the request. For some events the announcement may name the organizer’s own address — you can write there as well.
• Approved refunds are returned to the card used for the purchase, usually within 5–10 business days, depending on your bank.
• Once a ticket is refunded, it is cancelled and its QR code no longer admits entry.