1. General Policy
All ticket sales on TicketZone are final. Tickets are non-refundable and non-exchangeable except in the specific circumstances outlined below.
This policy applies to all tickets purchased online using Credit Cards, Debit Cards, and other online payment options. By completing a purchase, you acknowledge that you have read and agree to this Refund Policy.
2. Refund Eligibility
| Situation | Refund Status | Timeline |
|---|---|---|
| Event cancelled by organiser | Automatic Refund | 3–4 bank working days |
| Event postponed by organiser | Request within 7 days | 3–4 bank working days after approval |
| Unable to attend (personal reasons) | Non-refundable | — |
| Wrong event booked by customer | Non-refundable | — |
| Cultural, Leisure, F&B events | Non-refundable | — |
| Partial order cancellation | Not permitted | Full order must be cancelled |
3. Cancelled Events
If an event is officially cancelled by the organiser, TicketZone will automatically refund your ticket amount (after deducting applicable charges) to the original payment method — no refund request is required from you.
- You will be notified via email and/or SMS from TicketZone's official channels
- Refunds are processed within 3–4 bank working days from TicketZone to your bank
- Government taxes, levies, bank charges, service fees and handling fees are non-refundable
4. Postponed Events
If an event is postponed, eligible ticket holders may request a refund within 7 bank working days from the date of the official postponement notice sent via TicketZone's official platforms (Social Media, SMS or Email).
- Refund requests submitted after the 7-day window will not be processed under any circumstances
- If you do not request a refund, your ticket will remain valid for the new date
- Service charges and handling fees are non-refundable
5. How to Request a Refund
For postponed events, submit your refund request via email only:
- Send an email from your registered / booking email address to support@ticketzone.lk
- Use the subject line: "Request for a Refund"
- Include the following in the email body: Order ID, Ticket ID(s), Full Name, NIC number, and the last 4 digits of your payment card
6. Refund Processing Time
Refunds are processed manually from TicketZone to your bank and typically take 3–4 bank working days to be initiated. The time for the refund to appear in your account depends on your bank or card provider.
- Once initiated, contact your card centre to track the refund progress
- TicketZone is not responsible for delays caused by your bank or payment provider
7. Non-Eligible Situations
Refunds will not be issued in the following cases:
- Customer is unable to attend due to personal reasons
- Wrong event or wrong date booked by the customer
- Cultural events, leisure activities, F&B reservations, and other listed services in those categories
- Refund request submitted after the applicable deadline
- Request submitted via non-approved channels (WhatsApp, social media, verbal)
- Partial cancellations — if you wish to cancel, the entire order must be cancelled
8. Contact Us
For refund enquiries or further assistance, email us at support@ticketzone.lk or visit our Contact page. We aim to respond to all queries within 24 hours on bank working days.