FREQUENTLY ASKED QUESTIONS
Below we have collected all the most frequently asked questions and provided meaningful answers.
BUYING TICKETS
THE MONEY WAS PAID, BUT THE TICKETS HAVE NOT ARRIVED. WHAT SHOULD I DO?
Check your SMS from Numotamo.com, as well as your email (including your Spam, Promo, and Update folders). We send links to tickets in SMS, and attach them to emails as attachments.
If the funds were debited, but you did not receive a letter and SMS, write to us in support , attaching the debit receipt and indicating the event for which you purchased tickets.
WHAT IS A SERVICE FEE?
The service fee is a fee for order processing, service, and our work.
IS IT POSSIBLE TO PAY FOR AN ORDER TO A CURRENT ACCOUNT?
Yes, payment is possible by transfer to a bank account with the provision of all necessary documents. Details here .
I WANT TO SELL TICKETS FOR AN EVENT ON YOUR WEBSITE, HOW DO I DO THAT?
Fill out the form at the link and we will contact you.
I WANT TO BUY TICKETS AT THE BOX OFFICE, IS THAT POSSIBLE?
Yes, our ticket offices are open at the following addresses :
WHAT TO DO IN CASE OF AN AIR ALARM?
In the event of an air raid warning, the event will be suspended, and the organizer's representatives will inform about further actions. If the air raid warning began on the eve of the event, the event will be continued after the end of the event, if possible.
In the event of an event being postponed or canceled due to a prolonged alarm, we will send you information via SMS.
Thank you for your understanding of the realities of wartime.
PERSONAL OFFICE
HOW TO ENTER YOUR PERSONAL ACCOUNT? WITH WHAT DATA?
To log in, use the data you provided when placing your order.
Your login is your email or phone number, and you can set a password using the “Forgot your password” button.
TICKETS ARE NOT DISPLAYED IN MY PERSONAL ACCOUNT
Check if you are logging in using the data that was specified when placing the order. If the ticket is not displayed in the account and the data was entered correctly, write to us in support .
HOW DO I FIND OUT THE STATUS OF MY EVENT?
We will send you an SMS about any changes to the event as soon as we receive information from the event organizer. The SMS will be sent to the phone number you provided when placing the order.
Information is also changing on our website on the event page.
ALL ABOUT REFUNDS
More information about the return procedure here.
PLANS HAVE CHANGED. IS IT POSSIBLE TO GET A REFUND?
In accordance with the legislation of Ukraine, refunds for tickets to entertainment events are made by the organizer and only in the event of cancellation of the event.
We cannot refund funds if the event takes place without changes.
I DIDN'T ATTEND THE EVENT, CAN I GET A REFUND?
If the event took place and you did not attend it, we will not be able to refund your money.
I HAVE EXPERIENCED FORCE MAJEURE. CAN I GET A REFUND FOR MY TICKETS (THE EVENT HAS NOT YET TAKEN PLACE)?
If there are more than two days before the event date and you have encountered force majeure circumstances, please write to our support team , indicating the details you provided when placing your order, the reason why you cannot attend the event, and your order number. We will contact the organizer and try to help.
If the organizer does not provide permission, we, unfortunately, will not be able to unilaterally issue a refund.
CAN I GET A REFUND IF MY PLANS CHANGE?
According to the offer rules (clause 4.4.1), a refund is only possible if the event is canceled.
HOW TO GET A REFUND FOR AN EVENT THAT DID NOT OCCUR DURING THE WAR?
According to the Decree of the President of Ukraine No. 64/2022 dated February 24, 2022, the Chamber of Commerce and Industry of Ukraine officially recognized that the introduction of martial law due to military aggression is a force majeure circumstance. This decree allows organizers not to set specific deadlines for fulfilling obligations to return funds until the end of martial law in the country.
Please note that force majeure does not exempt the organizers from the obligation to refund funds, but only gives time until the end of martial law.
If the organizer has provided permission and funds for a refund for the event, you can submit a refund request in your personal account .
If this option is not available, it means that the organizer did not provide us with funds, and this option is not available.
HOW TO FIND OUT ABOUT THE POSSIBILITY OF A RETURN?
As soon as we have the opportunity to issue a refund (there is a request from the organizer and funds have been received from him), we open the reception of refund requests in our personal account on Concert.ua, which we notify customers about via SMS.
HOW LONG DOES IT TAKE FOR ME TO RECEIVE MY MONEY AFTER I SUBMIT A REFUND REQUEST?
Refunds are made exclusively in non-cash form to the card account within 15 days from the moment of cancellation of the order (if the organizer has provided the appropriate order, as well as the required amount of funds).
I WANT TO CONTACT THE ORGANIZER MYSELF, WHERE CAN I FIND CONTACTS?
The organizer's contacts are usually listed on the event page on Numotamo.com.
MY RETURN REQUEST STATUS: UNSUCCESSFUL OR ORDER CANCELLATION ERROR
If you encounter such a message, please write to us via any convenient communication channel , indicating your order number, and we will help.
WHAT IS Numotamo.com DOING TO SPEED UP RETURNS?
Every day, our team helps customers-spectators and organizers to understand each other and find solutions to controversial situations. But sometimes there are extremely unpleasant cases. Some of the organizers postpone the return, some “disappear” (we hope, temporarily). And some will never return the money. There are some, unfortunately.
The reasons may be different: actual bankruptcy of the organizer and cessation of its activities, temporary lack of funds for returns, legal postponement of the fulfillment of obligations by the organizer due to a certificate of force majeure received from the Chamber of Commerce, or abuse of gaps in the legislation regarding the protection of consumer rights.
WHY AM I ONLY OFFERED A REFUND OF 70% OF THE TICKET COST?
In cases where a significant portion of the funds have already been spent by the event organizer to advance artists, rent halls and/or equipment, book transportation and/or accommodation, conduct advertising campaigns, and cover current expenses, the organizer offers a compromise solution.
I WANT TO FILE A COMPLAINT WITH THE TAX OFFICE/BUREAU OF ECONOMIC SECURITY/CONSUMER RIGHTS PROTECTION
In your complaint, please indicate the name of the event, the place where you purchased the tickets, and the order number. Ticket sales service provider: Afisio LLC, identification code: 46112286.
CERTIFICATES
HOW TO USE THE Numotamo.com CERTIFICATE?
You can use the certificate for any event on our website or at the ticket office within 12 months from the date of receipt.
Details about certificates here .
IS IT POSSIBLE TO GET A REFUND FOR THE CERTIFICATE?
The purchased certificate is non-refundable.
DIDN'T FIND THE ANSWER TO YOUR QUESTION?
Write to us:
We answer during the day from 10:00-19:00, seven days a week.