Refunds & Cancellations

How this works depends on what you have. Free registrations you can cancel yourself. Tickets sold from a venue’s box office, such as a theatre, you can cancel yourself until a deadline shown on the event page. Other paid tickets are refunded by the organizer or by Esora support — all of them, or just some of them, back to the card you paid with. And if an event is cancelled, you’re refunded automatically with nothing to do.

Free registrations — cancel it yourself

Registered for a free event and can’t make it? Free your spot in one of two ways:

In the app: open My Tickets, choose the ticket, and tap Cancel. Cancelling frees your spot, and you can register again later if there’s still room.
From the email: use the “Can’t make it?” link in your confirmation email. It works even if you’re not signed in.

Tickets from a venue’s box office — cancel until the deadline

Some events sell tickets from the venue’s own box office, such as a theatre. On these events, the event page says until when you can get your money back, for example “Refundable up to 3 days before the event”. At checkout you’ll also see that your name and email are shared with the organizer.

Until that deadline, you can cancel your order yourself:

In the app: open My Tickets, choose the ticket, and tap Cancel ticket (or Cancel tickets). The line under it shows the deadline: Full refund until a date and time.
On the web: open your order page and use Can’t make it? Cancel your tickets.

Cancelling cancels the whole order, every ticket in it. The full amount goes back to the card you paid with, and we email you once the refund is on its way.

After the deadline, the order can no longer be cancelled or refunded, and the order page says Cancellation closed on the date and time it closed. If the event itself is cancelled, you’re still refunded automatically (see below).

What if my order page says "Need a refund? Write to support@esora.app"?

Some box-office events can’t be cancelled from the order at all. Their order page says Need a refund? Write to support@esora.app. Email us there and we’ll help.

Other paid tickets — contact the organizer or support

For other paid tickets, there’s no self-service refund button. To request a refund, contact the event organizer or email us at support@esora.app.

A few things to know:

You can be refunded for part of an order. Bought four tickets and only two people can come? Two can be refunded and the other two stay valid. Tickets from a venue’s box office are the exception: they’re refunded as a whole order.
Each refunded ticket comes back at exactly what you paid for it, discounts included.
The money goes back to the card you paid with, and lands within your bank’s usual timeframe.
A refunded ticket stops working straight away — its QR code disappears from your ticket, and the rest of your tickets keep working. The seat or place becomes available again once the refund goes through.
You get one email per refund, naming the tickets that were refunded and the ones that are still valid. Your order shows Refund pending while the bank processes it, then Refunded or Partially refunded.
A ticket that’s already been scanned at the door can’t be refunded.

Why does the organizer decide on refunds, not Esora?

When you buy a ticket, you’re buying from the organizer — Esora is their authorized ticketing platform, handling the sale on their behalf. That’s why refund requests go to the organizer (or to us to pass along).

If the event is cancelled

If an organizer cancels an event or date, we take care of everything automatically: every paid order is refunded in full to the original card, free registrations are cancelled, and every ticket holder is emailed. There’s nothing you need to do.

Questions about a specific order? Get in touch with your order code and we’ll help.