This page explains what happens to your payment when an Event is cancelled, postponed, or changed, when you change your mind, and for Venue bookings. It applies alongside our Terms & Conditions; where the two conflict on refunds, this page controls.
The short version
| Situation | What you get | How |
|---|---|---|
| Event cancelled (including by an authority or for security reasons) | Full ticket price refunded | To your original payment method |
| Event postponed or the venue/city/date materially changes | Your ticket stays valid for the new date; if you would rather not attend, you can request a refund | To your original payment method |
| You change your mind | Follows the refund window the Organizer set for that Event (shown on the Event page before you pay): no refunds, or a window of 24, 48, or 72 hours, or 7 days from purchase, or "contact the organizer" | To your original payment method |
| You did not attend | No refund | — |
| A duplicate or orphaned payment (you were charged but no ticket was issued) | Automatic full refund | To your original payment method |
| A Venue slot is cancelled by the Venue | Full refund | To your original payment method |
| A Venue slot is cancelled by you | Follows the Venue's stated cancellation rules; any cancellation fee is shown before you book | To your original payment method |
| Free tickets | Nothing was charged, so there is nothing to refund | — |
How refunds are paid
- Refunds are paid back to the original payment method you used, never in cash and never to a different person's account.
- ZainCash payments can only be reversed in full — a partial refund on a ZainCash order is not possible on that rail.
- Processing time depends on your payment provider, typically a few business days after we initiate the refund.
- If a refund cannot be issued to your original payment method (for example, the payment window on that provider has closed), we may offer a bank transfer instead, but only to an account in your own name.
Ticket-specific rules
- A ticket that has already been checked in / scanned at the Event is not eligible for a customer-initiated refund request.
- Every ticket in an order generally needs to be unused for a refund request to qualify, unless the Organizer approves an exception.
- Discounts from a promo code are reflected in the amount refunded; a promo-funded discount itself is never paid out as cash.
Cancelled or materially changed Events
If the Organizer cancels an Event — including a cancellation ordered by an authority or made for security reasons — you are entitled to a full refund of the ticket price. We do not treat "the venue lost its permit" or a similar authority action as an exception: the buyer is refunded either way.
Organizer's own refund window
For every other reason a buyer might ask for a refund — most commonly, changing your mind — the Organizer sets the applicable window when they create the Event, and it is always shown to you before you pay. Options are: no refunds, 24 hours, 48 hours, 72 hours, 7 days from purchase, or "contact the organizer directly." If you believe you qualify, request a refund from your order in the app, or contact the Organizer or our support team.
How to request a refund
- Open My Passes in the app or on the web and find the relevant order.
- Use the refund request option if it is available for that ticket, or contact the Organizer directly.
- If you need help, contact our support team (details below) with your order number.
Contact
- Email: support@mkan.co
Draft — pending lawyer review. This policy describes how refunds work in the Platform today and the rules Makan intends to apply; it has not yet been reviewed by a licensed lawyer, and will be updated once it has.