In what cases can I return the ticket?

You are entitled to get a refund when the event is canceled, postponed, or its location has been changed.

Empik Bilety is only a sales agent and therefore is not responsible for any changes or cancelations.

We ask you to temporarily refrain from returning tickets for events that changed their date or place. Because we are currently dealing with a lot of requests related to canceled events, this will help us resolve mentioned inquiries faster.

Because the tickets stay valid for new dates and locations, it is worth to wait for the changes to be announced and keep the tickets. This way you won't have to queue for them again.

If despite that you prefer to return your ticket, please submit a request via the ticket management function here.

How can I return my ticket for a postponed/canceled event?

To return a ticket for a postponed or canceled event, please submit a request via the ticket management function here.

We would also like to inform you that the new anti-crisis bill, art. 15zp, states that: "in case of termination of a contract with the customer, the reason of which is directly connected to the epidemic of SARS-CoV-2, the company is obliged to issue a refund within 180 days from the effective contract termination."

Below, we present you three refund options:

• Empik Bilety Voucher worth the refund value, which can be used to buy tickets on Empik Bilety. It is valid for 12 months from the issue date. You will receive the voucher within 14 days from the receipt of your request.
• eKarta Empik worth the refund value, which can be used to buy products from Empik's offer, on empik.com (this does not apply to products offered by Empik's partners). eKarta will stay valid for 12 months from the issue date. 
• cash refund sent to the account used during the purchase (or another one - if so, please notify us in the message), within 180 days from receiving notification that your refund request has been accepted.
• Cash back to the account from which the order was paid (or another account - in this case, please provide information in the form). The refund will be made within 14 business days from the date of receipt of the application.

To return physical tickets, please:

a) For tickets bought in an Empik store: return the ticket at the store you have made purchase in),

b) For tickets bought online, with the delivery option: send the ticket back by mail/courier to our address (Empik Bilety | al. Jerozolimskie 107 | 02-011 Warszawa).

In the event of any obstacles related to the return of the ticket through the ticket management function, please report the problem via the contact form.

If the event has been postponed, will my ticket stay valid?

In most cases, the tickets stay valid for the new date and/or place, where the event is held. Moreover, if an event is postponed, all the details, including the information about the validity of tickets, will be sent to the e-mail you used during the purchase.

How can I exchange my ticket if the event was changed due to pandemic-related restrictions?

If the event for which you have a ticket was changed due to pandemic-related restrictions and you need to exchange your old ticket for a new one, below you'll find instructions on how to do it.

Information about new dates and changes to events is always provided by the organizer on their official channels and by Going. via their newsletter.

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IF YOU PURCHASED YOUR TICKET ONLINE VIA EMPIK BILETY:

1. Find the old ticket you wish to exchange in your email or the Going. app. Pay attention to the email address associated with the ticket.

2. Select a new event date that works for you from the proposed alternatives and click EXCHANGE TICKET.

3. Choose how many of the tickets you own you’d like to exchange for the new date.

• If your old ticket code includes 1–4 tickets, under “select the type and number of tickets,” indicate how many you want to exchange.

• This number cannot exceed the number of tickets on the original code. If your old code includes 5 tickets, you can exchange all tickets in two free transactions—one for 4 tickets and another for 1—due to a limit of 4 tickets per exchange transaction.

• If you have individual tickets (i.e., 1 code = 1 ticket), you must go through the exchange process separately for each ticket.
  If you bought several tickets in one transaction, the confirmation messages (each containing a separate PDF with a different ticket) may be grouped in one email thread.

4. In the field "ENTER THE TICKET OR PASS CODE AUTHORIZING YOU TO SELECT FROM THIS POOL", enter the code of the ticket you want to exchange. Then enter your email address—the one you used to buy the tickets or the one to which the tickets were transferred.
   After completing the exchange form and verifying the information, click BUY AND PAY. The new tickets will be automatically sent to the email address you entered in the form.

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IF YOU PURCHASED YOUR TICKET IN-STORE AT AN EMPIK LOCATION:

1. Check the organizer’s website, the event page on Facebook, or the event page on Going./Empik Bilety for new event dates related to your ticket.

2. Select a suitable date from the options provided and click EXCHANGE TICKET.

3. Choose how many of the tickets you own you want to exchange for the new date.

• If your old ticket code includes 1–4 tickets, under “select the type and number of tickets,” indicate how many you want to exchange.
  The number cannot exceed the total number of tickets on your original code. If your old code includes 5 tickets, you can exchange them in two free transactions—one for 4 tickets and one for 1—due to the 4-ticket-per-transaction limit.

• If you have individual tickets (i.e., 1 code = 1 ticket), you must go through the exchange process separately for each one.
  If you purchased several tickets in one transaction, the confirmation messages (each containing a separate PDF) may appear in one email thread.

4. In the field "ENTER THE TICKET OR PASS CODE AUTHORIZING YOU TO SELECT FROM THIS POOL", enter the code of the ticket you are exchanging. Then provide your email address—this is where your new e-tickets will be sent.
   After completing the form and confirming the details, click BUY AND PAY. Your new tickets will be automatically sent to the provided email address.

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⚠️ Note: Exchanges are typically only available for new concert dates in the same city/venue as your original ticket.

If you have a group ticket and want to exchange some but return others, we recommend splitting the ticket via the app before proceeding. Instructions for splitting tickets are available [here].

You can return tickets using a dedicated return form.
Keep in mind: after splitting or transferring a ticket, you’ll receive a new ticket with a new code.

Ticket exchanges are free of charge.
However, once you exchange your ticket for a new date, you lose the right to return it.*

*Unless the event is rescheduled again after you have already exchanged your ticket.

How to find the event I am interested in?

The search engine is available at top of our website (the field with the “Szukaj” button). All you need to do is type in the name of the event, band or artist and click the button or press the 'Enter' key on your keyboard. We will list all available events related to the keywords you entered.

You can also filter your results by cities or dates. In order to do that, use the tools available on the left from the event list.

 

Where can I find information about changes regarding the event?

Information about postponements and cancellations will be published on the event page on our website. Note the title and description - changes are usually posted here.

Also, we will send you an e-mail notification to the address used for the purchase.

Where can I find information about the event’s location?

The exact address can be found on the event page. Usually, a map and photos will also be included. Additionally you will find the venue’s name and address on your ticket.

What time should I come to the event?

The hour posted on the event page refers to the entrance opening time. Tickets contain that information too, but usually also include the start time of the event.

We recommend coming approx. 1h before the start for club-sized events or 1.5h for large arena events.

What am I allowed to bring to an event? Can I take food and drinks?

Please check the event's Rules and Regulations every time. They can be found either on our page or websites of: event, organizer and venue.

Can I leave the event area and reenter later?

Usually, the ticket only allows one-time entry. After it has been validated, there is no way to reenter, unless the event organizer allows that. Always make sure you have read the Rules and regulations for the event. If you have any doubts, ask the security and entrance personnel.

Is there an age limit for the event?

Before attending, please check if minors are allowed on the event (usually, it will be specified in the event description or Rules and Regulations). In most cases, minors over 16 years of age are required to bring a valid statement filled by parents or legal guardians. Minors below 16, unless the organizer decided otherwise, can only participate in events accompanied by an adult.

Click to download the STATEMENT template

Do I need to buy a ticket for a child?

If there is no information published on the organizer's website or in the event regulations regarding exemptions or discounts for children, it means that a regular-priced ticket must be purchased for the child.

If you have any doubts, please contact us via the contact form [here].

How to change personal data on the ticket?

Personal data on the ticket (transfer) can be changed:

- in the Going app. (available on Google Play and AppStore) (account must be registered using the e-mail address provided at the time of purchase)

- on the website: goingapp.pl/moj-bilet

In the application, in the 'My Tickets' tab, you will find all tickets that are assigned to the indicated e-mail address. Just select the ticket you want to transfer, view its details (by clicking on it) and click the 'HAND TICKET OVER TO ANOTHER PERSON' button. The recipient receives an e-mail with a confirmation button. By confirming the receipt, the user is redirected to the information page about the ticket being transferred, as well as the amount to be paid as part of the transfer (the order price includes the ticket price, service fee and handling fee for the ticket transfer service). Mark the required consents and confirm receipt of the ticket. The user is redirected to the payment operator's website where the payment for the order should be made.

After paying for the ticket, the person transferring the ticket receives a refund (within 2-3 working days), less the fee for transferring the ticket (PLN 10).

If not accepted within 72 hours, the ticket will return to you and the pass-on will be canceled. Frequent causes include a typo in the e-mail address of the recipient or a confirmation message being in the SPAM folder.

The new owner doesn’t need to have an app account. 

Attention!

If the tickets for the event are zero PLN tickets, during transfering the ticket (if it is allowed) we charge 10 PLN from the new owner.

If the ticket has been paid for via eCard or Paymento, the transfer is free. All billing remains outside of Going. However, in the case of transactions paid with BLIK 10-13 months earlier (this time depends on the user's bank), we will receive a notification of an automatic refund error and we will ask you to send the account number.

You will not pass tickets to another person in our app if:

- they were purchased using Empik Premium,
- a request for an invoice was selected during the purchase,
- a discount code was used when purchasing,
- the event organizer does not allow to do it.

In case of problems, please send us your question through this form.

Can I change the e-mail address, if I made a mistake during the purchase?

In case you've made a mistake in the e-mail address, while making a purchase - let us know immediately at [email protected].

Why are tickets personalized for some events?

If providing personal information is required when placing an order, it means that the organizer, in accordance with legal requirements or due to the nature of the event, is obliged to collect this data.
Such tickets are only valid when presented with an ID confirming the identity of the ticket holder. The ID must be shown at the entrance for verification.

 

How do I buy a ticket?

Once you find the event you're interested in, you need to click the “Kup bilet” button to start the purchase procedure. You will be asked to choose the type (if the event has several ticket pools, e.g. VIP and regular tickets, one-day or two-day passes, etc.) and quantity of tickets  or to choose the seat on a venue map.

After that, we will ask you for the necessary information, such as your e-mail, form of delivery and payment method. Remember to carefully check, whether the email you specified is correct. 

Once you pay for the order (you will be redirected to the payment service provider’s website, where you can finish the transaction safely and quickly), all you need to is wait for the ticket.

If you won't get the ticket on your e-mail within 24 hours, please contact us at [email protected]. Please describe the problem and attach the transaction confirmation (PDF) to the message.

What is the delivery time for online tickets?

The delivery time for tickets is up to 24 hours from the successful purchase. Usually, it doesn’t take longer than 15 minutes. However, keep in mind that for most popular events, this may take more time. 

If you can’t find the ticket in your inbox after 24 hours, try checking other folders in your mail app (e.g. Spam, Notifications, Offers, etc.).

If this doesn’t help, contact us at [email protected].
Please include the necessary info in the message: the data you used while making the purchase (name and e-mail address) and a PDF file with payment confirmation.

I did not get the ticket. What now?

If you can’t find the ticket in your inbox after 24 hours, try checking other folders in your mail app (e.g. Spam, Notifications, Offers, etc.).

If this doesn’t help, please contact us at [email protected]. Please include the necessary info in the message: the personal data you used while making the purchase (name and e-mail address) and a PDF file with payment confirmation.

I have several tickets issued in my name. Will my accompanying guests be allowed to enter the event?

If the tickets are issued under one name, the accompanying person should enter the event together with the person whose name appears on the tickets.

If you plan to enter separately, it may be necessary to transfer the tickets. 

How does the electronic ticket work?

The electronic ticket will be sent to the e-mail specified during the online purchase (in message content or as an attachment).

You can print the ticket, however, it is not necessary. We encourage you to save the trees and show an electronic form of your ticket to the entrance personnel. You can do that, using your phone or tablet.

We recommend saving the ticket into the device's memory (either by saving the attachment or taking a screenshot), as the access to the internet may be limited in some venues.

Do I have to print the electronic ticket?

No, you don't have to. We encourage you to save the trees and to show the entrance personnel the electronic version of the ticket, using your mobile phone or tablet.

I accidentally deleted my ticket. How do I get it back?

If you have made your purchase using the same e-mail address as the one you have used to register an account in Going. app, your ticket will be available in the app. If this is not the case, contact us at [email protected]. Please include your full name and the event title in the message.

Do I need to create an account to make a purchase?

No, you don’t need an account to buy tickets.

However, we recommend creating one on the empik.com website and subscribing to Empik Premium. This way, among other features, you will gain access to ticket presales for the most interesting events

I am trying to buy two seats that are next to each other, why can I only choose one?

Most likely one of the seats has already been booked, therefore it is unavailable. Try looking in a different part of the map or buying tickets for another date (if there is one).

“Brak dostępnych biletów” - what does it mean?

This means that either you selected more tickets than there are available in the selected pool or all the tickets have been sold.

I closed the page during the purchase. Can I come back and continue?

Unfortunately, there is no way to continue the purchase. Please start once again.

When I was trying to complete the booking, my seats disappeared from the map. What happened?

Most likely, another user booked them before you finished the purchase. Please choose different seats and try again.

 

Can I buy tickets available on the Empik Bilety website at Empik stationary stores?

If you wish to buy your tickets in person, you can do that in any of the 280 Empik and Papiernik by Empik stores in Poland. Ask for them at the cash register. The shop assistant will guide you to the ticket sales stand, whose staff will help you to find the specific event or suggest one that matches your interests.

 

What payment methods are available during purchase at the stationary Empik stores?

In each of the 280 Empik and Papiernik by Empik stores in Poland, you can pay with cash, credit/debit card, gift card, or Sodexo bonds.

In case of purchase at the stationary stores, it is not possible to book tickets online in advance. You can choose and buy them directly at the cash register. The store employees will help you find the event you are interested in, pick the right ticket type, and (in some cases) choose specific seats. The staff will also answer any questions you might have about the event.

Should I keep the receipt for the tickets bought in stationary Empik stores?

No, you don’t need to keep the receipt. The ticket serves as proof of purchase, and in case of a cancellation or rescheduling of the event, it is sufficient to present the ticket to the cashier to receive a refund.

Why wasn’t my payment confirmed?

Some banks do not confirm online payments straight away, especially outside their business hours.
The payment may have also been rejected by our service if the time between booking and payment exceeded 20 minutes.

If none of the above are helpful, please mail us at [email protected] or contact the bank responsible for processing the payment.

What online payment methods are available the Empik Bilety website?

When you are making a purchase through the empikbilety.pl website, the payment methods you can choose from depend on the selected payment operator. Usual available options include quick online transfer, card payment, gift cards, or BLIK.

My bank is does not appear on the list of supported payment methods, what can I do?

In such a case, you can either use your card or make a purchase at a stationary Empik store.

Going. gift cards - what are they and how do I use them?

Going. gift cards are available in our online store empik.com, soon we will introduce them into our Empik stores throughout the whole country. While buying the gift card, there are three options to choose from: 50 zł, 100 zł, and 150 zł. They are activated automatically and are valid for a year from the date of issue (purchase).

You can use Going. gift cards to pay for your purchase on Going. and Empik Bilety websites.

In order to pay for your purchase with your Going. gift card:

1. once you find the event you are interested in click the KUP BILET button to start the purchase procedure,
2. you may be asked to choose the type and quantity of tickets or to choose the seat on a venue map,
3. we will ask you for the necessary information, such as your name and your e-mail address,
4. then choose "Mam kartę podarunkową Going.",
5. type in your Going. gift card code,
6. once you pay for the order (you will be redirected to the payment service provider’s website, where you can finish the transaction safely and quickly), all you need to do is wait for the ticket.

In case of any questions relating to the Going. gift cards, please let us know at [email protected]

How can I receive a VAT invoice (issued to a natural person)?

To receive a VAT invoice as an individual, please first check who the ticket seller is.
This information can be found on the event page on empikbilety.pl.
If the seller is Going., please fill out the form and select the "Invoices" subject in the contact form.

If the ticket seller for the event is another entity, please direct your request for an invoice directly to the seller/organizer. In this case, Going. will only issue an invoice for the service fee.

The request for an invoice should be submitted within 3 months from the end of the month in which the purchase was made.
Invoices will be issued within a maximum of 14 business days.

How can I receive a VAT invoice for my company?

During the purchase, check the box called “Chcę otrzymać fakturę” and then fill in all the fields and complete the purchase.

The invoice will then be sent to the e-mail address used during the purchase. It should appear in your inbox within 24 hours.

Sometimes, messages from us may be redirected to different folders in your mail client (i.e Spam, Notifications, Offers). If you did not get your invoice within 24 hours, try checking there.

If this does not help, please mail us at [email protected]. Please include the ticket code/order number in the message.

Please remember to enter your invoice details correctly. After you receive an invoice, there is no way for us to change the data. In such a case, in accordance with Polish law, the buyer must append a “corrective note” (nota korygująca) to the document.

Caution: We would like to inform you that in accordance with the amendments to art. 106b paragraph 5-7, art. 109a of the 11th March 2004 act on tax on goods and services (Ustawa o podatku od towarów i usług), consolidated text: Dziennik Ustaw from 2018, pos. 2174; last changes in Dziennik Ustaw from 2019, pos. 2200 & art. 15 of the 4th July 2019 act on amending the act on tax on goods and services and some other acts (Ustawa o zmianie ustawy o podatku od towarów i usług oraz niektórych innych ustaw), Dziennik Ustaw from 2019, pos. 1520, when the box "Chcę otrzymać fakturę" is not checked in the moment of purchase, the seller is not obliged to issue a VAT invoice to the buyer.