1. Overview
This Refund Policy explains the conditions for cancelling ticket purchases and receiving refunds on the Ticket360 platform, operated by Ticket360 Tecnologia e Soluções LTDA, CNPJ 10.316.298/0001-05, in accordance with the Brazilian Consumer Protection Code (Law No. 8,078/1990) and Decree No. 7,962/2013.
2. Right of withdrawal (7 days)
For purchases made online, you may cancel your order within 7 (seven) calendar days from the purchase date, as provided in Article 49 of the Consumer Protection Code, as long as the request is made at least 48 (forty-eight) hours before the start of the event.
In this case, the full amount paid is refunded, including service/convenience fees.
3. Cancelled events
If an event is cancelled by the organizer, buyers are entitled to a full refund of the amount paid, including fees. The refund process and deadlines will be communicated by e-mail to the address used in the purchase.
4. Rescheduled or changed events
If the date, venue or main attraction of an event is changed, tickets remain valid for the new date or conditions. Buyers who cannot attend may request a refund within the period informed in the communication about the change.
5. Situations not eligible for refund
Except in the cases above or where required by law, refunds are not available when:
- The 7-day withdrawal period has expired;
- The request is made less than 48 hours before the event starts;
- The buyer does not attend the event or arrives late;
- Entry is denied because the buyer failed to present the required ID or half-price supporting document;
- The event takes place as announced, regardless of weather conditions;
- The ticket was resold or transferred without authorization.
Purchases made in person at box offices or physical sales points follow the conditions informed at the time of purchase and by the event organizer.
6. How to request a refund
Send your request through our Contact Us page or by e-mail to [email protected], including:
- Order number;
- Full name and CPF of the buyer;
- E-mail used in the purchase;
- Reason for the request.
After the refund is approved, the tickets of the order are cancelled and can no longer be used.
7. How refunds are processed
- Credit card: the chargeback is requested to the card issuer within up to 5 business days after approval. The credit may appear on your next statement or the following one, depending on the card issuer;
- PIX or bank slip: the amount is transferred to a bank account held by the buyer (same CPF) within up to 10 business days after approval and receipt of the bank details.
Refunds are always made to the buyer who made the purchase, using the same amount paid.
8. Chargebacks
Before disputing a charge with your bank or card issuer, please contact us — most requests are resolved quickly through our support channels. Tickets linked to disputed transactions may be blocked until the dispute is resolved.
9. Contact
For questions about cancellations and refunds:
Ticket360 Tecnologia e Soluções LTDA
CNPJ: 10.316.298/0001-05
Rua Borges de Figueiredo, 303, Sala 224 – Mooca, São Paulo – SP, 03110-010, Brazil
E-mail: [email protected]
Phone: +55 (11) 2797-0777