Sellers set their own ticket prices, and buyers decide whether to purchase. MoreTickets does not set or control ticket prices. When multiple Sellers offer tickets for the same event and ticket conditions, we compare their prices and prioritise more competitive options, helping you easily find the best available price.

This transparent bidding‑display mechanism reduces offline information asymmetry and arbitrary pricing, encouraging sellers to adjust prices through open competition. We strive for transparent, reasonable pricing and ban sellers from extra off‑order charges

Tickets listed on MoreTickets are sold by sellers, not by MoreTickets. Sellers set their own prices, so MoreTickets cannot negotiate prices on your behalf.

To protect your personal information, MoreTickets does not share the direct contact details of buyers and sellers. Thank you for your understanding and cooperation.

MoreTickets Guarantee includes:

• Ticket Authenticity Guarantee: If a seller is confirmed to have supplied a counterfeit or fraudulent ticket, you will receive a full refund of the order amount, plus compensation equal to 300% of the ticket price.

• Ticket Delivery Monitoring: We continuously monitor ticket delivery & transfers, and remind sellers to deliver tickets by the estimated fulfilment time.

• Seller Breach Protection: If a seller ultimately fails to provide the ticket, we will first help source a similar or better replacement. If none available, you will receive a full refund, plus compensation equal to 40%–100% of the ticket price.

• Transparent Pricing: All charges shown at checkout - including ticket price, service fee and delivery fee - are included in your total. No additional fees will be charged without prior disclosure.

• Event Cancellation and Rescheduling Support: For cancelled events, we process refunds per the MoreTickets Guarantee. For postponed or rescheduled events, we will coordinate with the seller to help you retain your ticket or refund per the organiser's published policy.

• Smart Customer Support: The online smart customer service system responds in real time. If it cannot resolve your issue, it will create a support case and forward it to a human customer service representative at MoreTickets.

The MoreTickets Guarantee applies only to eligible orders completed and paid for through the MoreTickets platform. Claims are subject to the applicable reporting deadlines, evidence requirements, eligibility conditions and exclusions. Transactions or payments made outside the platform are not covered.

Sellers are required to provide an estimated ticket delivery time. Actual delivery may be affected by event organisers, official ticketing agents, ticket transfer arrangements, or other third-party procedures.

MoreTickets monitors order status and delivery, reminds and requires sellers to fulfil their obligations on time, so you receive your ticket before the event begins.

If delivery is delayed, we will ask the seller to provide an updated delivery time and proof of fulfilment, and assess whether the delay may affect your entry. Depending on the situation, we may help find a replacement ticket or provide an appropriate customer care arrangement.

If the seller cannot fulfill the order or the delay seriously affects your entry, MoreTickets will cancel the order and arrange a refund. If the case qualifies under the applicable No Ticket Delivered Resolution, we will provide the relevant refund and compensation.

Any platform voucher offered is a customer care arrangement for the individual order and is not fixed cash compensation. The value, validity period, and usage conditions will be stated in the relevant notification.

To facilitate ticket delivery, sellers may require the following buyer information, depending on the delivery method.

• E-ticket - transfer:

    The seller may need your name, email, or account info for the designated app or website.

• Physical ticket - by express:

    The seller may need your delivery address and contact phone number.

• Physical ticket - meetup on the event day:

    This includes two options - "One-on-one Meetup" and "Pick-up Point Collection". For either option, the seller may need the phone number of you or the actual person who picks up the ticket to arrange the handover.

• Physical ticket - local pickup:

    MoreTickets collects your phone number, or that of the person collecting the ticket to help arrange pickup. Your details are not shared with the seller unless there are special circumstances.

Please note that this information is only used for ticket delivery purposes, and MoreTickets strictly prohibits sellers from disclosing or using your personal information beyond this scope.

You may start an online chat with the seller via the “Messages” tool in the App or web portal under the following scenarios:

• Physical ticket ‑ Meet up on event day:

    After tickets are delivered, go to "Order Details" → Tap "Ticket Collection Instructions" → Tap "Contact Seller" at the bottom‑right corner.

• E‑ticket:

    E‑tickets come in multiple delivery formats such as dynamic links or transfers to your ticket wallet. For these eligible e‑tickets, after order confirmation, go to "Order Details" → Tap "E‑ticket" → Tap "Contact Seller" at the bottom‑right corner. Please follow the delivery method and in‑app guidance shown on your order page.

Should your fulfilment option fall outside the above scenarios and you need to communicate with the seller, please contact MoreTickets Customer Support with details.

In some cases, the ticket may show the original buyer’s name. This does not affect your use, and the ticket remains valid for entry.

Your order is protected by the MoreTickets Guarantee. If you cannot enter or experience any special situation, please contact the seller through the "Message" tool in the App or on the website, or contact MoreTickets Customer Service.

You can redeem a promo code in the following ways.

1. "My" → "My Coupon" → Enter Promo Code → "Redeem"

2. "Checkout" → Check "Price Details" - "Coupon" → Enter Promo Code → "Redeem"

Once the payment is done, the payment method cannot be changed.

If payment is incomplete, you can select a different payment method on the Order page and pay again. Please note: the order is held for 10 minutes only. If payment is not completed within this time, the order will be cancelled automatically.

Event tickets are time-sensitive assets with limited availability. Once an order is successfully placed, the tickets are considered sold. Therefore, Therefore, all sales are final, and tickets cannot be canceled, refunded, or exchanged.

Except for objective circumstances such as event cancellation, postponement, or seller non-fulfilment, MoreTickets generally does not accept refund requests due to personal schedule changes or changes in preference. If a seller fails to fulfill an order, we will refund the buyer in full and provide additional compensation depending on the circumstances.

In special circumstances such as serious illness or sudden accidents, you may contact our Customer Service with supporting documents first. We will review your case and provide reasonable assistance where possible, subject to applicable laws and platform rules. Please note that the review result may not fully meet your request. Thank you for your understanding.

For pre-sales inquiries, you can enter the dialogue box via the "Messages" located at the bottom of the MoreTickets App or the bottom right corner of the webpage to reach the smart customer service.

For after-sale inquiries, contact our smart customer service from "Order Details" in the MoreTickets App or website. Enter your question to start. If it cannot resolve your issue, it will create a support case and forward it to a human customer service representative. You can check your case progress through smart customer service at any time.

App Operation:

After logging in, go to "Me" → "My Orders" → Select an "In Progress" order → Tap the headset customer service icon 🎧 at the top right corner to start chatting.

Webpage Operation:

Tap "Profile" at the top right → "My Orders" → Select an "In Progress" order → Tap the "Messages" icon 💬 at the bottom left to get in touch.

To help us handle your request faster, please provide the following when submitting your inquiry:

‑ MoreTickets order number

‑ Event name, date and session

‑ Brief description of your issue

‑ Supporting materials such as relevant ticket screenshots, videos, delivery records

‑ A phone number or email address for immediate contact

Customer Service Handling & Response Time:

• General inquiries: Processed within 24 hours

• Urgent inquiries on event day: Priority follow-up within 15 minutes

(Note: After your case is handled, our Customer Service will normally contact you promptly via phone +86 20 2919 7366 / (0755) 3656 0407 or email. Please do not call these numbers directly. We appreciate your understanding if there is a slight delay during peak hours.)

If you enabled the "Consecutive" option for your seats at checkout, all tickets in the same order will be arranged as adjacent seats. Separate orders cannot be guaranteed to be adjacent.

Please note: seat numbers that are not consecutive do not always mean the seats are not adjacent. "Consecutive" is based on the venue's actual seat layout and whether the seats are next to each other, not on whether the printed seat numbers are in sequence.

Some venues may use special seat numbering or entry arrangements, for example:

• Odd/even numbering:

    Some theaters or venues use separate odd and even sections. Seat numbers like “1, 3, 5” or “2, 4, 6” may not be consecutive, but the seats can still be adjacent.

• Special or non-sequential seat numbering:

    Some venues, stands, or specific seating areas may use special numbering. Even if the printed seat numbers are not consecutive, the actual seats may still be adjacent.

• General Admission (GA):

    If the event uses GA, the queue number, entry number, or seat number on the ticket may be used only for ticketing management, entry order, or identification. It does not indicate an assigned seat.

If your order has "Consecutive" enabled, but after entering and confirming the actual seats you find they are not adjacent, and the situation is not due to the special numbering, GA, or other venue arrangements described above, please contact the seller and MoreTickets Customer Service promptly. Keep your ticket, photos of the actual seats, or other relevant proof so we can help verify and handle the issue.

If the tickets you received don't match your order, please first verify the details in your order confirmation email. In most cases, these differences are complimentary upgrades provided by the seller, such as offering seats closer to the front. Thank you for your understanding.

Please check your ticket promptly after receiving it. If you have any questions, contact the seller through “Message” within 24 hours after receiving the ticket. If the event starts in less than 24 hours, contact the seller and MoreTickets Customer Service within 30 minutes after receiving the ticket. We will do our best to provide further assistance and support.

Your physical ticket may be converted to an E-ticket due to event venue or organiser adjustments. We understand that physical tickets hold special commemorative value, while E-tickets offer convenience. We will ensure your ticket is usable regardless of the delivery method.

If you have any questions, please contact the seller through the "Message" tool in the App or on the website. For further assistance, you can also contact MoreTickets Customer Service.

After the ticket is delivered, you can view your e-ticket anytime via the MoreTickets App, website and email. Tap "Download E-ticket" to save the ticket to your device storage. (Note for iOS users: Your PDF e-ticket may be saved to the "Files" folder on your phone.)

To prevent invalidation caused by leaked static ticket codes and PDF e-tickets, please download the electronic voucher with clear ticket codes in advance before the event starts and ensure stable internet access. This avoids waiting for file caching at the venue.

"Meetup on the Event Day" is a delivery method for physical tickets bought on the event day or within 7 days before the event when express delivery cannot arrive in time.

"On-site Meetup on Event Day" covers two collection methods:

1. One-on-one Meetup: Orders with tight delivery schedules (typically orders placed within 7 days before the show will automatically switch to meetup mode, subject to your order page). The seller will hand over tickets face-to-face on event day. They will set the meeting location one day ahead, update your order status, and notify you of details via Email and the "Messages" tool inside the App.
2. Pick-up Point Collection: For orders placed 3–7 days before the show if face-to-face handover is unavailable, sellers can ship tickets in advance to MoreTickets partner pick-up locations in the host city. Check the address and collection time from the seller in your App or email, then collect your ticket accordingly.

Confirm you have received and verified your ticket before tapping "Confirm". If you encounter any issues during ticket collection, such as communication problems with the seller or special requests for meetup arrangements, please contact MoreTickets customer support for assistance.

List of MoreTickets' collaborated Pickup Points.

• Hong Kong (852Z252): SF Store, Shop WEK G-5, G/F, Hong Kong West Kowloon Station, Tsim Sha Tsui, Kowloon

• Macau (853AA): SF Store, South China Industrial Building, Taipa - Shop B, G/F, South China Industrial Building, 522-568 Avenida Olímpica, Taipa.

We recommend that you collect your tickets in advance or allow sufficient time for collection on the event day. (Please note the operating hours of the partner Pick-up Point.)

Please rest assured that tickets delivered to MoreTickets' collaborated Pickup Points will not be returned even if the storage period expires. If you are charged any late fees by the Pickup Point, please retain the payment receipt and contact our customer support for reimbursement.

MoreTickets offers secure and reliable services such as buyer-seller Matching and Entry Guarantees. To ensure our continuous top-notch service, MoreTickets reserves the right to change service fee charges without prior notice.

• Physical ticket: 5% Ticket price service fee per order.

• E-ticket: 5% Ticket price service fee per order.

For the same event, different tickets may be delivered through various methods depending on how the seller provides them. The delivery method for each order will be shown on the "Confirm Order" page. After the order is submitted, the delivery method will also appear in the email notification and in the order details within the MoreTickets App.

E-Ticket (Static QR Code)

Once your ticket becomes available, you may view it anytime in the MoreTickets App, website or via email. Tap “Download E-Ticket” to save the ticket to your photo album.

E-Ticket (Dynamic QR Code)

For tickets delivered as Dynamic QR Codes, the code may change at any time. Contact the seller via the "Messages" tool in the App or on the website before entry to get the latest QR Code.

E-Ticket (Ticket Transfer)

If your ticket requires transfer via another ticketing platform, the seller may contact you to request relevant information. After your ticket becomes available, you will receive a ticket transfer code or other transfer credentials. Please complete confirmation within the account accepting the ticket.

E-Ticket (PDF)

To avoid invalidation if your PDF e-ticket is leaked, please download the electronic voucher with clear ticket codes and save it on your mobile phone before the event starts. Maintain stable internet access to avoid delays from caching when you need to present it for entry. We also recommend carrying a printed copy of your PDF ticket with clear information to speed up admission on event day.

Physical Ticket (By Express)

For orders that meet the logistics time requirement (generally events more than 7 days away), courier delivery is used by default. Provide an accurate address at checkout. The seller will ship as soon as possible after the organizer issues the tickets. Check the seller's estimated delivery time, and look for delivery emails and courier updates to ensure successful delivery. You can check logistics status anytime on the order page.

Physical Ticket (Local Pickup)

If an event qualifies for local pickup, you can select "Local Pickup" at checkout. The ticket will be sent to a MoreTickets partner Pick-up Point. You can check the address and collection time from the seller in your App or email, then collect your ticket accordingly.

List of MoreTickets' collaborated Pickup Points.

• • Hong Kong (852Z252): SF Store, Shop WEK G-5, G/F, Hong Kong West Kowloon Station, Tsim Sha Tsui, Kowloon

  • Macau (853AA): SF Store, South China Industrial Building, Taipa - Shop B, G/F, South China Industrial Building, 522-568 Avenida Olímpica, Taipa.

We recommend that you collect your tickets in advance or allow sufficient time for collection on the event day. (Please note the operating hours of the partner Pick-up Point.)

Please rest assured that tickets delivered to MoreTickets' collaborated Pickup Points will not be returned even if the storage period expires. If you are charged any late fees by the Pickup Point, please retain the payment receipt and contact our customer support for reimbursement.

Physical Ticket (Meetup on the Event Day)

"Meetup on the Event Day" is a delivery method for physical tickets bought on the event day or within 7 days before the event when express delivery cannot arrive in time.

"On-site Meetup on Event Day" covers two collection methods:

• One-on-one Meetup: Orders with tight delivery schedules (typically orders placed within 7 days before the show will automatically switch to meetup mode, subject to your order page). The seller will hand over tickets face-to-face on event day. They will set the meeting location one day ahead, update your order status, and notify you of details via Email and the "Messages" tool inside the App.

• Pick-up Point Collection: For ordered 3–7 days before the event, if face-to-face handover is unavailable, sellers may ship the tickets in advance to a MoreTickets partner Pick-up Point in the city where the event is held. For more details, please refer to "Physical Tickets - Local Pickup". Check the address and collection time from the seller in your App or email, then collect your ticket accordingly.

If you encounter any issues during ticket collection, such as communication problems with the seller or special requests for meetup arrangements, please contact MoreTickets customer support for assistance.

You can pay via:

• Apple Pay

• Google Pay

• AliPay / Alipay (HK)

• FPS

• Octopus

• WeChat Pay / WeChat Pay HK

The platform currently does not charge any payment handling fee.

MoreTickets currently processes transactions in Hong Kong Dollars (HKD). Any cross-border transaction fees, foreign exchange differences, or other charges levied directly by banks, credit card issuers, or third-party payment providers are not charged by MoreTickets.

1. Enter the tour, artist, venue, or country/region of interest in the search bar in "Home" page
2. Click on the event to enter the tour page, where all sessions in all countries or regions will be displayed and sorted by session dates.
3. On the ticket selection page, use the "Filter" to narrow your choices. You can also sort by price, row, or section to easily find your ideal ticket.

• Coupon:

  You can view or claim coupons in the App under "Me" → "My Coupon". You can also select a coupon directly on the “Confirm Order” page, and the system will automatically apply the best available offer.

• Promo code:

  You can redeem a promo code in the App under “Me” → “My Coupon” by entering the code. You can also enter the promo code directly on the “Confirm Order” page, and the system will automatically apply the best available offer.

If no specific seat number is shown, it means the seller has listed the ticket as a Random Seat. The seat is guaranteed to be within the ticket zone/section you purchased.

Ticket restrictions are set by the event organiser or provided by the seller, usually shown on the ticket. You can view the details of each label on the "Confirm Order" page. The order details email also includes this information. If there are changes, the order details will apply.

Common ticket restrictions on the platform:

• View restrictions:

  • "Restricted View": This includes partial visibility, side views, rear views, limited scoreboard visibility, or no stage view, depending on the venue or organizer's announcements and tickets

• Real-name requirements:

  • "Relevant Credentials Required": When purchasing tickets, you must provide real-name identification to the seller and may need to show matching ID for entry. Please check announcements from the organizer/venue for details.

• Attendee identity requirements: Some tickets have specific identity, ID, or gender requirements. Please refer to the organizer or venue announcements for details.

  • "Accessible"/"Companion"

  • "Child"/"Seniors/Elderly"/"Student ID required"

  • "Male Only"/"Female Only"

**Ticket fulfillment for events in Korea is handled differently. If your selected ticket has the following labels, please check whether you meet the requirements. If you cannot provide the required information, the order may be canceled.

Special label explanations:

• "No face/real-name verified accounts": Please check the face and real-name verification status of your ticket-receiving account. Orders will be canceled automatically if ticketing fails. Service fee is non-refundable.

• "Receiving account info required": Buyer needs an account on the primary ticketing platform (e.g. NOL World). Seller will contact you for ticket-receiving info. Order will be cancelled if you fail to reply on time or provide a valid account. Service fee is non-refundable.

Some tickets may include extra benefits announced by the organiser in addition to event entry, such as package-exclusive perks, official merchandise, priority entry, or other specified benefits.

If the ticket information shows "💎", it means the seller has marked the ticket as including the corresponding benefits. The seller should provide the relevant benefits according to the organizer's official arrangements.

Before purchasing, please note:

• Benefit details are subject to the organiser's official announcement.

The label is only used to indicate the benefit type for that ticket. Actual benefit details, collection method, collection time, collection location, eligibility requirements, and other arrangements are subject to the organizer's latest official information and rules.

• Benefits involving draws, random allocation, or eligibility checks.

If the benefits require draws, random allocation, eligibility checks, or other procedures by the organizer or other third parties, the process and results are determined by the organizer or third party. MoreTickets and the seller do not manage these processes or results and cannot control or guarantee the draw results, allocation results, or eligibility check results.

• If you did not receive the listed ticket benefits.

If the ticket information shows "💎" and the corresponding benefits, but you did not receive the benefits that the seller should provide, please contact the seller promptly through the order to verify and resolve the issue.

• Benefits not listed are not included.

If the ticket information does not show "💎" or lists any extra benefits, the ticket only includes what is clearly stated on the page. If the page only lists an event ticket, it only includes event entry. Any extra benefits not clearly listed in the ticket information are not part of the transaction, and MoreTickets does not guarantee their provision.

Ticket prices are set independently by sellers and do not necessarily correlate with seat quality. To help you shop with confidence, MoreTickets encourages sellers to provide detailed ticket information. We recommend prioritizing listings that explicitly specify row numbers or exact locations (e.g., 'Actual Row X') based on your budget.

Go to “Me” → “Settings” → “Email Address” → tap “Edit.”

You will then need to verify both your old and new email addresses using the verification codes sent to each. Once verified, your registered email will be updated.

Upon payment, an Order Confirmation email will be sent to your registered email (please check spam/junk). You can also track your order status under 'My Orders' in the App or website.

Unfortunately, physical tickets cannot be reissued or replaced once lost or damaged. However, if the loss is confirmed to be caused by a courier delivery error, MoreTickets will follow up with the courier and arrange a refund depending on the circumstances.

MoreTickets currently offers a limited-time free shipping promotion.

If your order was delivered as "Cash on Delivery (COD)" due to special circumstances and you were charged a courier fee, you may contact MoreTickets customer service to request reimbursement for that fee. Please keep and provide the following information for verification:

1. Your order number

2. Proof of courier fee payment (receipt or payment screenshot)

3. Tracking number

We will process the reimbursement once the information has been verified.

Tickets sold by sellers include an estimated delivery time. You can check in the order details.

When purchasing close to the event start time, the possible delivery times are:

[Physical tickets]

There are two possible delivery times: "Instant" and "Meetup on Event Day." In most cases, the seller will contact you about ticket delivery no later than 30 minutes before the event starts. Please keep your network connection available.

[E-tickets]

If the event is less than 24 hours away, e-ticket delivery is usually "Instant". The seller will contact you about ticket delivery no later than 30 minutes before the event starts. Please keep your network connection available.

E-ticket delivery methods vary. Please note the following:

• E-ticket (Static QR Code) After your ticket is delivered, you can view it anytime in the MoreTickets App and via email. Tap “Download E-ticket” to save the ticket to your photo album.

• E-ticket (Dynamic QR Code) Please contact the seller again through the “Message” tool in the App or on the website before entry to get the latest QR code.

• E-ticket (Transfer) If your ticket needs to be transferred through another ticketing platform, the seller may contact you to provide the required information. After the ticket is delivered, you will receive a transfer code or other transfer proof. Please confirm it in the account that receives the ticket.

• E-ticket (PDF) You can save the PDF ticket to your phone for easy display at entry. We also recommend bringing a printed copy of the PDF ticket with clear ticket information for faster entry on the event day.

The seller will complete ticket delivery before the event starts. If you can only enter after the event starts due to the seller's fault, we will provide corresponding compensation. If you do not receive your ticket, we will provide a refund and compensation according to the MoreTickets Guarantee.

Event start times are subject to change due to unforeseen circumstances. Please always refer to the latest official announcements from the organizer or artist. We recommend checking official channels as the event date approaches.

The electronic receipt (invoice) for your order will be automatically sent to your email on the second day after the event has finished.

To protect your rights, we recommend that you only contact the seller via the "Messages" tool within the App or website. Other contact methods may make it difficult to verify the seller's identity and could compromise the security of your personal data. Please note that any private communications between you and the seller will not be recognized by MoreTickets. Any promises made privately by the seller are not covered by the MoreTickets Guarantee. If you encounter any issues, please contact our Customer Service for assistance. Thank you for your understanding and cooperation.

Full refund of the total order amount through the original payment method. Additional compensation will be paid by bank transfer to the bank account the buyer provides, and the process is expected to be completed within 14 business days.

The sightline from these seats may be partially obstructed by venue structures or stage equipment. Sellers list these tickets with corresponding labels based on the official information printed on the ticket. Buyers are advised to evaluate carefully before purchasing.

For orders marked as "Preparing Tickets", you can contact online customer service on the Order Details page to request a change to your delivery information.

If the organizer announces the event is canceled or the ticket is invalid, MoreTickets will unconditionally refund your order in full.

Once the organizer's official cancellation is confirmed, we will follow up as soon as possible and send you an email or message to start the refund process.

If an event is officially postponed or rescheduled:

1. Where the organiser confirms that the original ticket remains valid, you may choose to retain the ticket and attend the rescheduled event. If you choose to retain the ticket, the order will be treated as successfully fulfilled, and MoreTickets will generally no longer process subsequent refunds.

2. Where the organiser or official ticketing agent offers a refund arrangement, MoreTickets will use reasonable efforts to coordinate the relevant process between you and the seller in accordance with the official rules.

3. You must provide the required information and cooperate with any ticket return, collection or invalidation procedure within the deadline stated in the platform or official notification.

4. Refund eligibility, amount and processing time may be affected by the policies of the event organiser, official ticketing agent and original ticket purchasing channel.

Unless you choose to retain the ticket and the seller subsequently commits a separate No Ticket Delivered, an event cancellation or postponement will not normally qualify for additional compensation.

Transport, accommodation, visa and other consequential expenses arising from an event cancellation or postponement are not covered by the platform’s refund or compensation arrangements.