Refunds and cancellations

The organizer sets the refund rules for their concerts and decides a refund asked for at your own request, because the money for the ticket goes to the organizer. Sphere Music carries out the refunds the organizer approves. On a refund at your own request, our service fee stays with us.

Ask for a refund at the organizer's support: the contact email on the concert page, on your order page and in your ticket email. If the organizer does not answer, write to info@sphere.art and we pass the request on and keep you informed.

You get the whole amount back without asking, the service fee included. We start the refund to the card you paid with as soon as the organizer cancels the concert.

A refund reaches your card in five to ten working days, depending on your bank.

Your ticket stays valid for the new date, and we write to you with the new date, the venue and an updated calendar entry. If the change does not work for you, ask the organizer's support for a refund within 14 days of that letter and you get the ticket price and the service fee back.

A ticket to a dated event is exempt from the statutory withdrawal right. A change of mind is up to the organizer.

Write to the organizer at the contact email on the concert page and in your ticket email, with your order number. Their refund rules decide the answer.

If the organizer agrees to take the ticket back, you get the ticket price back. The service fee is not refunded.

You may withdraw from a merchandise purchase within 14 days without giving a reason. The 14 days start on the day you, or a person you name other than the carrier, receive the goods. For an item collected at the concert, they start on the day you collect it.

To withdraw, tell the organizer clearly, for example by email to the contact on the concert page, or write to info@sphere.art and we pass it on the same day. You may use the model form below. Sending your notice before the 14 days end is enough.

Send the goods back to the organizer at the address they give you, within 14 days of your notice. You pay the direct cost of sending them back.

You get back everything you paid for the order, standard delivery and the service fee included, within 14 days of your notice, to the card you paid with. The organizer may wait until the goods are back or until you show that you sent them. You answer only for a loss in value that comes from handling the goods beyond what is needed to check them.

Model withdrawal form. To [the organizer's name, address and email from the concert page]: I hereby withdraw from my contract for the sale of the following goods: [items]. Ordered on [date] / received on [date]. Order number: [number]. Name: [your name]. Address: [your address]. Date: [date].

The 5% service fee is what you pay Sphere Music for the platform and the payment handling. It is ours, separate from the ticket price, which is the organizer's.

When you return a ticket at your own request, you get the ticket price back and the service fee stays with Sphere Music.

In every other case the service fee comes back with the ticket price: when the concert is cancelled, when it moves and the new date does not work for you, when entry is refused through no fault of yours, and when a payment failed, for example a double charge or a payment that could not become a ticket.

For merchandise, the service fee comes back with every refund.

A ticket that was already scanned at the door, unless entry was then refused through no fault of yours.

A ticket you could not use because you arrived after the entrance closed.

The entry fee for an opening act application pays for the organizer's review of it. It is not refunded, whether the organizer picks you or not, and that includes the service fee paid with it.

The fee is not refunded either when the concert is cancelled or moves, or when you withdraw the application.

One exception: a payment that could not become an application at all, for example a second payment for the same application or a payment for a concert cancelled while you were paying, goes back to your card in full without asking.