TICKET & REFUND POLICY

Effective: October 12, 2026

 

Thank you for getting tickets to a SinoPOP show. We book artists, venues and production based on the tickets sold, so we are not able to take tickets back once an order is placed. We know plans change, so this policy explains every situation we can think of, and what we will do for you in each one.

 

1. All sales are final

When you buy, you will be asked to tick a box confirming that you have read and agree to this policy. After that, tickets cannot be cancelled, exchanged or refunded, except in the situations described in sections 2 and 3 below, the correction of duplicate charges in section 9, and orders we cancel under section 12. This policy is also shown on the event page and in your confirmation email. Anyone who uses a ticket you pass on is bound by this policy too.

 

2. If an event is cancelled

If we cancel an event and do not reschedule it, you will receive a full refund of the ticket price, automatically, to your original payment method. Service fees are not refundable. You do not need to do anything. Refunds are issued within 30 days of the cancellation; your bank may take a few more days to show it. We cannot cover other costs such as travel or hotels.

 

3. If an event is postponed, rescheduled, or significantly changed

• If an event moves to a new date, your ticket is automatically valid for the new date. Nothing to do. A change of start or door time on the same date is not a postponement.

• If you cannot make the new date, email us and we will refund the ticket price. We kindly ask you to write to us before the new date. If you keep your ticket and do not attend the new date, section 6 applies. Once a ticket has been used to enter, it can no longer be refunded.

• The same applies if the event moves to a different city, or if the show is replaced by a completely different event at the same date and time.

 

4. Changes that do not lead to a refund

Live shows change. Performers, including the headlining artist, supporting acts, guest performers and DJs, as well as set times, door times, running order and in-venue arrangements may change without notice. These changes are not a cancellation and do not qualify for a refund. We will announce changes on our website and social channels whenever we can, but we cannot guarantee to reach every buyer, so please check the event page and your email before you set off.

 

5. If you can’t make it

We are sorry if you can’t come. Illness, travel, visa or transport problems, schedule changes, or simply missing the show do not qualify for a refund. You are welcome to give your ticket to a friend instead: forward the ticket or QR code to them, and the first scan at the door is the one that counts. Please only share your ticket with someone you trust. A ticket that is lost, shared or screenshotted and then scanned by someone else first cannot be reissued or refunded.

 

6. If you do not attend

If you do not come to the event, for any reason, your ticket cannot be refunded once the event has taken place. This also applies if you arrive after the last entry time, leave early, or miss a particular performer’s set, and if you leave the venue where re-entry is not allowed. Unused parts of an order, such as one ticket in a group order or an unused table or VIP benefit, are not refunded either.

 

7. Entry requirements

Please check the event page before you buy. Guests must be 18 or older to enter, and 21 or older to buy or drink alcohol; some events are 21+ for entry, as shown on the event page. Every guest must show a valid, physical government photo ID (photos, copies and temporary paper licences are usually not accepted). Venues may also refuse entry for dress code, intoxication, prohibited items, refusing security checks, or behaviour that puts others at risk, and may remove guests who break venue rules. We and the venue are not responsible for personal items that are lost or damaged at the event, and such losses do not qualify for a refund. Anything that was already stated on the event page when you bought, such as the age limit, dress code or venue location, does not qualify for a refund. If entry is refused or you are asked to leave for any of these reasons, the ticket cannot be refunded.

 

8. Weather and events beyond our control

Shows go ahead in rain or other ordinary weather, and missing a show because of weather does not qualify for a refund. If something beyond anyone’s control forces us to cancel or postpone, sections 2 and 3 still apply, and you will be refunded as described there.

 

9. Ordering mistakes

Please check the date, city and ticket type before paying. Orders placed by mistake, such as the wrong date, the wrong ticket type or a second order, cannot be refunded. If a problem on our website caused the mistake, please contact our WeChat customer service (see section 17) and we will look into it. If you cannot find your tickets because you ordered with a different email address or account, please contact us and we will help you locate them; this does not qualify for a refund. If you were charged twice because of a technical error, we will refund the duplicate charge.

 

10. Prices and fees

The price you see when you choose tickets is the total price, including all mandatory fees; sales tax, where it applies, is shown before you pay. Service fees are not refundable, including when an event is cancelled or postponed. If a price later drops, a promotion starts, or a discount code is released after you buy, we do not refund the difference. Refunds are made in the currency you paid in; we cannot cover exchange-rate differences or fees charged by your bank.

 

11. Tickets from other sellers

Only tickets bought on sinopop.us (or from a partner we name on the event page) are guaranteed. Tickets bought from anyone else may be invalid or already used, and we cannot refund them. Tickets resold above their original price, or through channels we have not approved, may be cancelled without a refund.

 

12. Orders we may cancel

We may cancel an order that goes over the ticket limit shown for the event, that was placed with a clearly wrong price because of a system error, or that we reasonably believe is fraudulent. For ticket-limit and pricing-error cancellations we refund what you paid. Orders paid fraudulently are not refunded.

 

13. Payment disputes

If something is wrong with your order, please contact us first; we answer every message. If something went wrong at the door that was our fault, for example a valid ticket that would not scan, please tell us within 7 days of the event so we can look into it. Please do not file a chargeback for an order that is covered by this policy: the tickets on a disputed order will be cancelled and can no longer be used to enter, and we will share your checkout agreement and entry records with your bank.

 

14. How refunds are paid

Refunds go back to the card or wallet you paid with. We cannot refund in cash or to a different account.

 

15. Your rights under local law

Nothing in this policy takes away any right you have under the laws of the place where you live or where the event takes place. Where the law gives you more, the law applies.

 

16. Changes to this policy

We may update this policy. Your order is always handled under the version that was in place when you bought it.

 

​17. Contact

Email: kong@sinopop.us · sokol@sinopop.us · WeChat customer service: sinobae

We reply within 3 business days.