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Purchase Policy

Last Updated: 1st September 2023


All ticket prices are in Malaysian Ringgit (RM) unless otherwise stated (for events outside Malaysia).

Payment Methods

We accept several methods of payment to accommodate your needs. Ticket Empire accepts, among other forms of payment, Visa, MasterCard, Online Banking through FPX (for local banks only) and Buy Now Pay Later.


Who You Are Buying From?

Ticket Empire acts as the agent to those who provide events, such as venues, organisers and promoters ("Event Promoters"). We generally sell tickets on behalf of our clients including organisers, promoters, venues, producers, artists/performers, agents, teams, record labels or other persons involved in the organisation of events, though in some rare instances we may own a small number of tickets as part of our services contract with the individual client. When you purchase a ticket for an event, Ticket Empire will be handling the transaction and collect payment for the Event Promoters.

Tickets obtained from unauthorized sources may be lost, stolen or counterfeit, and if so, are void.

Please note that we are not responsible for organising or delivering the events themselves.

Pricing and Availability

We sell tickets on behalf of Event Promoters, which means we do not set ticket prices or determine seating locations. Our clients typically set the face price of their tickets. Tickets are generally sold through several distribution points, including websites, and in some cases box offices or roadshows. Most distribution points generally access the same ticketing system and inventory; therefore, tickets for popular events may sell out quickly. Occasionally, additional tickets may be available before the event. However, we do not control this inventory or its availability.

Order Confirmation

You must receive an order confirmation for the tickets you have purchased. You will receive this confirmation after you have submitted your payment details. Upon receipt of your order confirmation, the responsibility is yours to confirm the order/payment is without error and is as requested during the purchase process. If you do not receive order confirmation, or if you experience an error message or Internet disruption after submitting your payment details, the responsibility is yours to confirm your order/payment via email. Only you may be aware of any problems that may occur during the purchase process. If you assume an order was placed without receiving confirmation, Ticket Empire will not be responsible for losses (monetary or otherwise).

Refunds and Exchanges

All sales are final and refunds are only allowed in limited circumstances, as explained in this section and the Event Cancellation and Rescheduling section below. Before purchasing tickets, carefully review your event and seat selection. Policies set forth by Event Promoters generally prohibit us from issuing exchanges or refunds after a ticket has been purchased, or for lost, stolen, damaged, or destroyed tickets. Tickets therefore cannot be replaced if they are lost, stolen, damaged, or left (at home, in the office, in a car, etc.) even if you have proof of purchase. Please ensure that upon receipt of your tickets that they are kept in a safe place.

If a refund is issued, it will be processed to the original method of payment used at the time of purchase. We cannot issue a refund to a different credit or debit card or bank account. If your credit card or debit card number has changed but is for the same account (e.g., a new card has been issued for the same account), the refund will be processed to that account.

In addition, the Event Promoters may occasionally offer tickets at a discount after the original on-sale date and will not refund the difference between the original price and the sale price. Seating maps are representative of a venue’s layout; however, they are subject to change at any time and refunds are not allowed if the map is updated or if additional seats/rows are added or seat change as a result of a venue change after purchase.

For some events, certain tickets may be exchanged for tickets of an equal or higher price. A per-ticket exchange fee may apply. Exchanges are not available for: (a) VIP and other premium tickets, (b) tickets purchased with additional related items and/or bundled products, or (c) tickets for events that are less than 24 hours away.

You agree that you will not attempt to evade, avoid, or circumvent any refund prohibitions in any manner concerning tickets you purchased. Without limiting the generality of the foregoing, you will not contact us to seek a refund or exchange from us when we are prohibited from providing one by its clients, and you will not dispute or otherwise seek a "chargeback" from the company whose credit card you used to purchase tickets from the Website. Should you do so, your tickets are subject to immediate cancellation, and we may, in our sole discretion, refuse to honour pending and future ticket purchases made from all credit card accounts or online accounts on which such chargebacks have been made, and may prohibit future purchases from all persons in whose name the credit card accounts exist and any person who accesses any associated online account or credit card or who otherwise breaches this provision from using the Website.

Event Cancellation and Rescheduling

If an event is cancelled or rescheduled, we will use reasonable endeavours to notify you once we have received the relevant information and authorisation from our Event Promoters (if you book online, we will use your account details). However, we cannot guarantee that you will be informed of such cancellation or rescheduling before the date of the event. It is your responsibility to ascertain whether an event has been cancelled or rescheduled and the date and time of any rescheduled event.


If an event for which you have purchased Tickets is cancelled in full (and not rescheduled), your order will be cancelled, and once funds are received from the Event Promoter, you will be refunded the Sale Price of your Tickets (Ticketing and Processing Fees are non-refundable). If you have purchased Tickets for an event that takes place over several days and one or more days (but not all days) are cancelled, once funds are received from the Event Promoter, you may only be offered a proportionate partial refund.


If an event for which you have purchased Tickets is rescheduled, Tickets will usually be valid for the new date (or you will be offered Tickets of a value corresponding with your original Tickets for the rescheduled event, subject to availability). If you notify us within the specified deadline that you are unable to attend the rescheduled event, you will be able to cancel your order and obtain a refund of the Sale Price of your Tickets (Ticketing and Processing Fees are non-refundable). If we do not specify a deadline, the deadline by default will be 48 hours before the date of the rescheduled event. Failure to notify us by the application deadline that you are unable to attend the rescheduled event will be deemed to be a reconfirmation of your order for Tickets for the rescheduled event, and you will not be able to claim a refund.

To claim a refund under event cancellation and rescheduling, please follow the instructions we will provide to you. Where we instruct you to do so, you must comply with any other instructions from us.

We will not be liable for travel or any other expenses that you or anyone else incur in connection with a cancelled or postponed event.

Pricing and Other Errors

If the amount you pay for a ticket is incorrect regardless of whether because of an error in a price posted on this Website or otherwise communicated to you, or you are able to order a ticket before its scheduled on-sale or presale date or you are able to order a ticket that was not supposed to have been released for sale, then we will have the right to cancel that ticket (or the order for that ticket) and refund to you the amount that you paid. This will apply regardless of whether because of human error or a transactional malfunction of this website or other Ticket Empire ticketing systems. We will not be liable for travel or any other expenses that you, or anyone else, incur in connection with errors of this nature.

Ticketing Fees and Booking Fees

Tickets purchased on our Website are typically subject to a per ticket ticketing fee and a per transaction processing fee. You may be able, in some instances, to purchase tickets directly from the venue box office or roadshows (if applicable) without paying the processing fees.

Number of Tickets or "Ticket Limits"

When purchasing tickets on our Website, you are limited to a specified number of tickets for each event (also known as a "ticket limit"). This ticket limit is posted during the purchase process and is verified with every transaction. This policy is in effect to discourage unfair ticket buying practices. Each Ticket Empire account must be linked to a unique individual and contain valid, and verifiable, information. Multiple accounts may not be used to circumvent or exceed published ticket limits. We reserve the right to cancel any or all orders and tickets, in addition to prohibiting your ticket purchase abilities, without notice to you, if you exceed or attempt to exceed, the posted ticket limits. Any tickets, cancelled due to violating the posted ticket limit, will be refunded at face value (excluding fees). This includes orders associated with the same name, e-mail address, billing address, credit card number or other information.

Opening Acts / Festival Acts

Opening acts or guests may sometimes tour with headlining performers. We are not always made aware of opening acts or the length of their performances. Opening acts, as well as festival performers, are subject to change or cancellation at any time without notice. No refund will be owed if an opening act or festival performer is changed or cancelled.

Account, Order, and Billing Information Verification

All information on accounts and orders must be valid and subject to verification. Orders that are placed, or attempted to be placed, using an account in which any information entered is found to be false, misleading, incorrect, incomplete or cannot be verified as belonging to the account holder, such as name, address, email address, phone number, IP address, or other, are subject to cancellation, at any time. Furthermore, we may cancel your order and sell your tickets to another customer without further notice. Orders are subject to credit card approval and processed only after the billing address, associated with your credit card, and other billing information, has been verified.

Multiple Browser Windows

When ordering tickets online with us, please ensure you are looking for tickets and placing an order using only one browser window. Looking up tickets using multiple browser windows could result in losing your tickets, errors occurring during the purchase process, or timer expiration.

Limitation of Liability

Objects may fly into the spectator area during an event. Despite spectator shielding, injury can occur. Stay alert at all times before, during and after play or performance. If struck, immediately ask an usher for directions to a medical station. You voluntarily assume all risks and danger incidental to the event for which the ticket is issued, whether occurring before, during or after the event, and you waive any claims for personal injury or death against us, management, facilities, leagues, artists, other participants, and all of our respective parents, affiliated entities, agents, officers, directors, owners and employees on behalf of yourself and any accompanying minor. You bear all risks of inclement weather. The event date and time are subject to change. See the Limitation of Liability section in the Terms of Use for additional limits on our liability.

License; Ejection and Cancellation; No Redemption Value

You agree to comply with all of the Event Promoters' applicable rules, policies, terms and conditions ("Rules"). Event Promoters reserve the right, without refund of any amount paid, to refuse admission to, or eject, any person whose conduct management deems disorderly, who uses vulgar or abusive language or who fails to comply with Rules. Breach of terms or rules will terminate your license to attend the event without a refund. A ticket is a revocable license and admission may be refused upon refunding the ticket's face amount. A ticket is not redeemable for cash.

Recording, Transmission and Exhibition

You agree that the event for which you purchase tickets is a public event, that your appearance and actions inside and outside the venue where the event occurs are public in nature, and that you have no expectation of privacy with regard to your actions or conduct at the event. You grant permission to us, the Event Promoter(s), our partners, licensees and assigns, including but not limited to our brand and media partners, to utilize your name, image, likeness, acts, poses, plays, appearance, movements, and statements in any live or recorded audio, video, or photographic display or other transmissions, exhibition, publication or reproduction made of, or at, the event (regardless of whether before, during or after play or performance) for any purpose, in any manner, in any medium or context now known or hereafter developed, without further authorization from, or compensation to, you or anyone acting on your behalf.

You Are Subject to Search

You and your belongings may be searched on entry to the event. You consent to such searches and waive any related claims that may arise. If you elect not to consent to such searches, you may be denied entry to the event without a refund or other compensation. Under certain facility rules, certain items may not be brought into the premises, including without limitation, firearms, alcohol, drugs, controlled substances, cameras, recording devices, laser pointers, strobe lights, irritants (e.g., artificial noisemakers), bundles and containers.

Unlawful Resale of Tickets; Promotions

Unlawful resale (or attempted resale), counterfeit or copy of tickets is grounds for seizure and cancellation without compensation. We reserve the right to restrict or deny ticket purchasing privileges to anyone that we determine to be, or has been, in violation of our policies. Because we do not guarantee the authenticity of tickets purchased from any non-authorized third-party reseller (such as brokers or individuals), we recommend that you purchase tickets directly through us, authorized outlets or from the venue box office to ensure ticket authenticity. Tickets may not be used for advertising, promotions or contests unless formal written authorization is given by us.

Any complaints regarding the event will be directed to and dealt with by the Event Promoters.

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