Purchase and refund of tickets

The return of the ticket price in case of cancellation of a spectacular event, in connection with the introduction of high-alert regimes or an emergency situation, is carried out to the visitor at his initiative no later than 180 days from the date of the visitor's request for a refund of the ticket price. At the same time, if the day of the visitor's request fell on the time when the specified modes were in effect, then 180 days are counted from the first working day after the cancellation of the corresponding modes.

When a spectacular event is postponed, the previously purchased ticket remains valid for the new date. No refunds will be made for such events. Clauses 3.1 and 4 of the Regulations cancel the client's right to a refund for tickets to events postponed due to the introduction of a high alert regime in the region.

In other cases (not related to the threat of occurrence and (or) the occurrence of individual emergencies, the introduction of a high alert regime or an emergency situation throughout the territory of the Russian Federation or in part of it) in relation to cultural and entertainment events, Article 52.1. of the Law of the Russian Federation "Fundamentals of the Legislation of the Russian Federation on Culture" (approved by the Supreme Court of the Russian Federation on 10/09/1992 No. 3612) (as amended on 07/18/2019), the amount to be returned is determined depending on the time period for the buyer to apply for a return.

If the buyer applies:
• no later than 10 days before the event, then 100% of the nominal value (price) is refundable ticket;
• less than 10, but not later than 5 days before the date of the event, then 50% of the nominal value (price) of the ticket is refundable;
• less than 5, but no later than 3 days before the date of the event, then 30% of the nominal value (price) of the ticket is refundable;
• less than 3 days before the date of the event, the ticket price is non-refundable.

At the same time:
• tickets purchased at a discount are not accepted for return.
- the day of the event is not considered the day before the event.
Special cases when the buyer is refunded 100% of the nominal value (price) of the ticket:
• illness (if documentary confirmation by a medical organization);
• death of a family member or close relative (the list of close relatives is determined in accordance with the Family Code of the Russian Federation; kinship must be documented; it is also necessary to provide a certificate of death).

For other types of events, refunds are made subject to the requirements of the current legislation of the Russian Federation.

In case of cancellation/replacement/postponement of the event, 100% of the nominal value (price) of the ticket is refunded.

To issue a refund for tickets purchased at the VTB Arena box office or on the official website vtb-arena.com, you must provide the following documents:

- Application form for the return of tickets paid in cash or by bank card (the form is available upon request sent to tickets@vtb-arena.com, or at the VTB Arena box office located at Moscow, Leningradsky Prospekt, 36)

- ticket/s (electronic tickets);

- cash receipt (electronic cash receipt with QR code);

- 1st page of the passport.

* when returning tickets at the VTB Arena box office, paid in cash, you must present the original passport

Documents will be accepted in the form of scanned copies sent to the email address tickets@vtb-arena.com or in the form of copies presented at the VTB Arena ticket office at 36, Leningradsky Prospect, Moscow (to the right of the entrance to the shopping center Arena Plaza from Leningradsky Prospekt). Opening hours for receiving requests for returns: daily from 12:00 to 21:00

The term for consideration of applications is 10 calendar days.

If you purchase a ticket on the vtb-arena.com website using a bank card, the refund is made only to the card from which the payment was made.