Ticket refund and ticket change

1. Ticket Return Conditions

If the event is postponed or moved to another venue

You will be notified of the new event date or venue by phone, SMS or email. You may contact our Call Centre to confirm whether your existing ticket remains valid for the new date or venue.

If the new date or venue is not suitable for you, you may return your ticket within the period specified by iTicket.AZ and receive a full refund with no deduction.

Once the specified period has ended, the standard return conditions will apply:

— if more than 48 hours remain before the event starts on the new date, 30% of the ticket price will be deducted;

— tickets cannot be returned when 48 hours or less remain before the event starts on the new date.

If the event takes place on the scheduled date and venue

If a ticket is returned more than 48 hours before the event starts, 30% of the ticket price will be deducted.

Tickets cannot be returned when 48 hours or less remain before the event starts.

If the event is cancelled

If the event is cancelled, the full ticket price will be refunded upon request with no deduction.

Changing a ticket to a different seat, price category, date or session is not available as a separate transaction. In such cases, the existing ticket must be returned in accordance with the applicable return policy, and a new ticket must be purchased separately.

⚠️  Important: Special terms may apply to events for which ticket returns are not available. These terms are displayed on the relevant event page and before payment. Please review the “Rules” section of the event page before purchasing a ticket.

2. Refund Methods

The method used to refund your payment depends on how the ticket was originally purchased.

Cash payment at a box office

Tickets purchased with cash at iTicket.AZ box offices or sales points can only be refunded in cash at our sales points located in 28 Mall and Ganjlik Mall.

The original physical ticket must be presented when requesting a refund.

Bank card payment at a box office

Tickets purchased by bank card through a POS terminal at an iTicket.AZ box office or sales point can only be refunded at our sales points located in 28 Mall and Ganjlik Mall.

The refund will be credited to the bank card used for the original purchase. When visiting the box office, you must present the original physical ticket, the bank card used for the payment and the payment receipt.

Online payment by bank card

For tickets purchased online by bank card through the iTicket.AZ website or mobile app, you can submit a refund request directly from your account.

To do so, open the “Profile” section, go to the “Refund Requests” page, select the tickets you wish to return and tap “Create Request”.

The submitted request will be reviewed by our team during business hours and processed in accordance with the applicable procedure.

You can also request a refund by contacting our Call Centre at +994 12 424 24 24. You will need to provide your order number and the order PIN to confirm that the order belongs to you. The order PIN is sent only to the phone number provided when the order was placed.

Once the refund request has been approved, the amount will be credited to the bank card used for the payment within 7–30 business days.

Payment using an iTicket.AZ or Epoint wallet

For tickets purchased using an iTicket.AZ or Epoint wallet, you can submit a refund request through the iTicket.AZ website, mobile app or Call Centre.

The refunded amount will only be credited to the corresponding wallet used for the original payment.