Cancellation and Refund Policy

Version 2.0 · Effective from 12 November 2026

1. Scope, acceptance and version

This Policy applies to all purchases made on the websites ftatickets.com, footballticketsargentina.com, footballticketsbrazil.com and footballticketscolombia.com, operated by FT Americas Inc., trading as FTA Tickets (the "Company"), for sporting, music, cultural or any other events, in every country in which the Company operates.

By completing a purchase, the customer confirms that they have read and accepted this Policy, which forms an integral part of the contract, to the extent permitted by applicable law.

Version 2.0 · Effective from 12 November 2026. Each order is governed by the version of this Policy in force at the time of purchase. Subsequent amendments do not affect orders already confirmed.

Calculation of time limits. All time limits are calculated in the time zone of the venue where the event takes place, unless expressly stated otherwise. Hours run from the moment the Company sends the communication to the contact details registered on the order (email and/or WhatsApp), regardless of when the customer reads it. It is the customer's responsibility to keep their contact details up to date and to check both channels.

2. General principle: all sales are final

All sales are final. Orders are binding, non-cancellable and non-refundable at the customer's decision, whatever the type of event, the country in which it is held, the purchase channel and how far in advance the cancellation is requested.

This rule applies equally to tickets for concerts and music events. Buying far in advance does not create a right of cancellation: early on-sale is a feature of the ticketing market, not a trial period.

The following are not grounds for cancellation or refund, by way of example: changes of plan, illness or personal circumstances of the attendee, work commitments, customer error when selecting the event, date, section, quantity or ticket holder, delayed or cancelled flights or other transport, refusal or delay of a visa, weather conditions, changes in market price after purchase, or simply deciding not to attend.

The only exception at the customer's decision is the window set out in Section 3.2, which applies exclusively to events sold with a date "to be confirmed". Circumstances outside the customer's control are governed by Sections 4 and 9.

Payment by bank transfer: no cancellation. Orders paid by bank transfer or deposit are not cancellable or refundable at the customer's decision under any circumstances, including the window in Section 3.2, without prejudice to Sections 4.3 and 14.

3. The condition that defines your order: confirmed date or date to be confirmed

Every event is sold under one of two conditions. That condition is shown on the event page, during checkout and in the order confirmation, and it determines whether the order can be cancelled.

3.1 Events with a Confirmed Date — non-cancellable

An event has a Confirmed Date when, at the time of purchase, the organiser has already fixed the day and time. These orders cannot be cancelled or refunded at the customer's decision under any circumstances.

This condition applies in particular to all music events (concerts, festivals, tours and similar), which go on sale with the day and time fixed by the organiser, even if the event is six or twelve months away. It also applies to matches and sporting competitions whose calendar is already fixed and published at the time of sale.

3.2 Events with a Date To Be Confirmed — 24-hour window

Some events are published with the date and/or time "to be confirmed" (TBC/TBD), based on the information available from the organiser, league or federation. That condition appears on the event page and in the order confirmation.

Cancellation is available only if the day changes. Where the Company notifies the confirmation of the date and that confirmation moves the event to a different calendar day from the one communicated at the time of purchase, the customer may request cancellation of the order within 24 hours of that notification being sent, through the form in Section 13. The refund will be processed in accordance with Section 6.

Confirmation of the start time is not grounds for cancellation. If the event remains on the day communicated at purchase and only its start time is confirmed or changed, the order cannot be cancelled or refunded. The Company will still notify the customer of the confirmed time, for information only.

Once the 24 hours of an open window have elapsed without a request being received, the order becomes final and is governed in full by Section 3.1.

The following do not open a cancellation window: confirmation or change of the start time within the same calendar day; confirmation of a date matching the one communicated at purchase; changes of venue within the same city or metropolitan area; orders paid by bank transfer or deposit; and any subsequent change to an order bought with a Confirmed Date, which is governed by Section 4.

4. Rescheduling, changes and outright cancellation by the organiser

4.1 Rescheduling: the ticket remains valid

If the organiser, promoter, artist, club, league, federation or venue reschedules the event to a new date — because of illness or indisposition of the artist, injuries, calendar changes, security reasons, weather conditions or any other cause — the ticket remains valid for the new date and no refund, full or partial, is due.

The customer may not demand a refund on the grounds of being unable to attend on the new date. The Company will pass on the organiser's instructions and will take reasonable steps for the ticket to be valid on the new date, but assumes no refund obligation.

This situation arises particularly often with music events and is expressly accepted at the time of purchase.

4.2 Changes of venue, time, format or conditions

Changes of venue, time, equivalent section, line-up, bill, running order, duration, capacity or access conditions decided by the organiser do not give rise to any right of cancellation or refund, provided that the event takes place and the ticket grants access.

Where the organiser or venue relocates a section, the Company will arrange a seat of equal or higher category where operationally possible.

4.3 Outright cancellation of the event

If the event is cancelled outright and is not rescheduled, the customer is entitled to a refund of the amount paid for the order, in accordance with Section 6.

The Company will process the refund once the outright cancellation has been confirmed by the organiser or the official issuing channel. Payment gateway fees and other non-recoverable costs set out in Section 6 are deducted from the amount. Crediting times may be affected by the organiser's own timescales.

Where the organiser offers a voucher, exchange or ticket for an alternative date, the Company may offer that option to the customer, who is free to accept it or to choose the refund. Requests are submitted in accordance with Section 13.

5. Cases in which resale assistance is also unavailable

In addition to being non-cancellable, the following orders are not eligible for resale assistance (Section 8), for operational reasons and because of the risk of duplicate entry:

• Named tickets, issued in the attendee's name or subject to identity checks.
• Tickets with FACE ID or biometric access, or any format requiring prior allocation or registration of the attendee.
• E-tickets already loaded into the buyer's account, even if the customer has not downloaded them. Once available in the buyer's account, the Company cannot reassign or reissue that ticket because of the risk of duplication or refusal of entry (ticket already used or scanned).
• Tickets already delivered physically or collected by the customer or an authorised third party.
• Tickets with a host, hospitality, transfer or associated experience, or requiring specific operational coordination.
• Tickets whose transfer, reassignment or reissue is restricted by the organiser, venue, promoter or ticketing platform.
• Orders whose request is received within 72 hours before the event starts, or once the event has taken place.

6. Where a refund applies: amount, deductions and timescales

This Section applies only where this Policy or the law recognises a refund: the window in Section 3.2, the outright cancellation in Section 4.3 and the non-waivable consumer rights in Section 14.

Method. The refund is made using the same payment method used for the purchase, where possible, and to the order holder. Refunds are not made to third parties or by other means.

Currency. The refund is issued in the currency of the purchase. The Company is not liable for exchange rate differences, conversion fees or currency fluctuations between the date of purchase and the date of refund.

Deductions. The following are deducted from the amount to be refunded:

1. Non-recoverable payment gateway and processing fees, equal to 6% of the order amount.
2. Bank, transfer and currency conversion charges applied by third parties.
3. Operating costs on the order (issuing, allocation, name registration, coordination with the supplier), equal to 4% of the order amount.
4. Services already provided to the customer.

The combined deduction under points 1 and 3 is a fixed 10% of the order amount.

Maximum amount. The refund will never exceed the price actually paid by the customer.

Timescales. The Company will decide the request within 5 working days of receiving it in full. Once approved, the refund is processed within 20 days; the actual crediting depends on the payment method and the customer's financial institution.

7. Provision of data, named tickets and FACE ID verification

For tickets requiring name registration, prior allocation, identity verification and/or facial verification (FACE ID), the customer must provide, fully and correctly and within the time limit indicated by the Company, all data needed for issuing, allocation and verification: first name and surname, date of birth, email, passport or ID number, telephone and any other information or documentation required by the organiser or the official platform.

Customer response times:

• 48 hours from purchase, where the event takes place more than 7 days later.
• 1 hour from purchase, where the event takes place within the following 7 days.
• The time limit expressly indicated by the Company, where operational reasons or the organiser's requirements make it necessary.

The Company will send the request by email and by WhatsApp to the contact details registered on the order, and will keep a record of it being sent. The time limit runs from that moment.

Consequences of non-compliance. If the customer fails to provide the data in time, provides it incomplete or incorrect, or does not complete the required verification steps, the Company may treat the case as impossibility of delivery attributable to the customer. In that event no refund is due, in whole or in part, even if the customer attempts to send the data the day before, on the day of the event or outside the necessary operational windows.

The Company is not obliged to reserve, hold or issue tickets without the required and validated information, as this depends on operational windows and on the rules of the organiser or ticketing platform.

Where the failure is identified sufficiently in advance and the ticket allows it, the Company may — with no obligation whatsoever — offer resale assistance in accordance with Section 8.

8. Alternative: resale assistance

Where an order cannot be cancelled, the Company may — entirely at its discretion, with no obligation and without creating any right or precedent — offer the customer assistance in attempting to place the ticket again.

The means, channels, timescales, prices and operational conditions of that process are at the Company's sole discretion and are not detailed in this Policy. The Company may interrupt or decline it at any time.

Resale is not guaranteed. Accepting a request for assistance does not imply recognition of any right to a refund or any commitment as to outcome.

If the placement is completed, the amount returned to the customer will be the net amount actually obtained, less management and operating costs and the non-recoverable costs of the original payment (Section 6). The price obtained may be lower or higher than the purchase price; the Company accepts no liability for market fluctuations.

While resale assistance is under way, the customer retains the original ticket and must not use, transfer or list it by any other means. Breach of this condition ends the assistance with no right to any refund.

Resale assistance is not available in the cases set out in Section 5.

9. Force majeure

The Company will not be liable for non-performance, delay or impossibility of performance arising from causes beyond its reasonable control, including by way of example: natural disasters, pandemics or epidemics, armed conflict, civil unrest, strikes and industrial disputes, widespread failures of transport or telecommunications services, power outages, cyberattacks, governmental, sporting or federation decisions or restrictions, border closures and extraordinary security measures.

The occurrence of a force majeure event does not in itself create a right to a refund. Its effects on the event are treated in accordance with Section 4, depending on whether the event is rescheduled, changed or cancelled outright.

10. Intermediary role and limitation of liability

The Company acts as an intermediary in the secondary market and depends on third parties (organisers, promoters, venues, clubs, leagues, federations and ticketing platforms) for information, access conditions and the policies applicable to each event. Accordingly:

• The Company does not guarantee that the organiser's refund policy is in force, legitimate or applicable, nor that the organiser will apply it in every case.
• The Company is not responsible for changes to event details decided by third parties: schedule, venue, capacity, access conditions, name or identity restrictions, and last-minute cancellations.
• The Company will not be liable or obliged to issue refunds, full or partial, where the organiser, the venue, security staff or the competent authorities refuse entry, eject the attendee, or retain or invalidate the ticket in exercise of the right of admission or for breach of event, venue or legal rules. This includes, by way of example: drunkenness or intoxication, violent, threatening or harassing conduct, possession of prohibited items, attempting to enter through a gate, section or accreditation that does not match the ticket type, attempting to enter outside the time suggested by the Company — including arriving after the event has started — or once the venue has closed entry for operational or capacity reasons, and any improper or irregular use attributable to the attendee.
• The Company's total liability to the customer for any claim arising from an order will not in any case exceed the amount actually paid for that order.

Nothing in this Section limits non-waivable consumer rights where these apply under the law.

11. Chargebacks and payment disputes

The customer undertakes to use the channels set out in Section 13 before starting any dispute with their card issuer. Starting a chargeback does not suspend or alter the application of this Policy.

Chargebacks started without following this process may result in suspension of delivery or transfer of the ticket, cancellation of the order without refund, additional verification requirements and suspension of the customer's account for future purchases.

Disputes based on impossibility of delivery will not be accepted where that impossibility is due to the customer's failure to provide the required data (Section 7) or where the e-tickets have already been loaded into the buyer's account.

The Company will provide the issuer with evidence of the transaction, of acceptance of this Policy, of the communications sent and of the delivery or availability of the ticket.

If resale assistance is under way during a dispute (Section 8), it ends automatically.

12. Unused tickets and access incidents

Unused tickets. No refund is due for unused tickets where the Company has delivered the ticket or has taken the steps necessary to enable access to the event, unless the customer proves a failure attributable to the Company.

Access incidents ("refused at the gate"). If the customer has an access problem at the venue — refusal, invalidation, retention of the ticket or documentation, or any other incident — they must report it through the Company's official channels (WhatsApp or email) as soon as it happens and, in any event, on the day of the event, providing clear and verifiable proof: video, photograph, written confirmation from the organiser or venue, a record from access staff, or evidence of the reason for the refusal.

Immediate notification is essential: without it the Company cannot verify the incident with the organiser or attempt to resolve it at the time. In the absence of timely notification or sufficient evidence to verify the incident, the Company may reject the request and no refund will be due.

Late arrival by the attendee, closure of the gates for capacity or by decision of the venue, and the cases set out in Section 10 will not be treated as access incidents attributable to the Company.

13. How to request a cancellation or resale assistance

The only valid route is the Request Form.

Requests through other channels are not accepted. A request sent by WhatsApp, social media or to other email addresses does not interrupt the time limits in this Policy, in particular the 24-hour window in Section 3.2.

The request must include the order number, the email used for the purchase and the reason. The Company reserves the right to request additional information or documentation, in which case the decision period runs from receipt in full.

Company response: acknowledgement within 48 working hours and a decision within 5 working days of receiving the request in full.

14. Governing law, language and consumer rights

Non-waivable rights. Nothing in this Policy limits or excludes rights that consumer protection law recognises as non-waivable for the customer, where these apply. In the event of conflict between this Policy and a mandatory rule, the rule prevails.

Severability. The invalidity or unenforceability of any clause does not affect the validity of the rest of the Policy.

Language. This Policy is published in Spanish, English, Portuguese and French. In the event of any discrepancy between versions, the Spanish version prevails.

Governing law and jurisdiction. This Policy and the relationships arising from it are governed by the laws of the State of Delaware, United States of America, excluding its conflict of laws rules. The foregoing is without prejudice to mandatory consumer protection rules and consumer forums applicable in the customer's country of residence.