When OTS refunds a payment. This is a draft and will change before launch.
Payments that cannot become tickets
- If your payment arrives after your hold has ended, no ticket is issued and the payment is refunded.
- If the amount paid does not match your order, no ticket is issued and the payment is refunded.
- Your order page shows when a refund is being arranged.
When money is taken but there is no ticket
A ticket is issued only after the payment provider confirms the payment to us. If you paid and no ticket appears, wait a few minutes and check My tickets, then contact us with your order reference.
If a payment is declined, no ticket is issued and nothing should be charged.
How and when you are refunded
[Refund timeline]
[Refund amount: whether taxes and fees are included]
[Refund method: back to the original payment method through Paymob, or another way, including for cash payments at Aman or Masary kiosks]
Other cases
[Policy if an event is cancelled, postponed or changed]
[Policy if you can no longer attend]
A transfer to a friend is not a refund. It moves the ticket to them; see the terms.
How to ask
Email [Support email] with your order reference (it looks like OTS-10481) and the email address on your account.