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:

• Going. Voucher worth the refund value, which can be used to buy tickets, valid for 12 months from from the issue date. You will receive the voucher within 14 days from the receipt of your request,,
• Empik eKarta worth the refund value, which can be used to to buy products from Empik’s offer, on empik.com. eKarta will stay valid for a year from the issue date, and sent to you within 14 days from the date of receipt. Ekarta do not cover its scope of operation and do not authorize the User to purchase any goods and services offered on the portals: Empik Foto, Empik Bilety, Empik Go and Empik Music.
• 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

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.

How much time do I have to return my ticket if the event is cancelled?

As a result of the event being cancelled or rescheduled, the user is entitled to a refund of the amount paid for the ticket.

We encourage you to request your refund as soon as possible, preferably by the original date of the event.

To request a refund, please use the ticket management feature [here].

If you encounter any issues with the ticket management function, please report the problem using the contact form.

Should I request a refund for an event that is postponed or moved to another place?

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.

Can I return my ticket?

Tickets can be returned only in specific cases: when the event is canceled, its date is changed or the event's location (city) changes. Going. only deals with the processing of ticket sales and is not responsible for changes in events or cancelation.

W innych przypadkach, zgodnie z regulaminem serwisu, nie ma możliwości nanoszenia zmian w rezerwacjach oraz zwrotu biletów.

Serwis Going. jest tylko pośrednikiem sprzedaży biletów i nie odpowiada za zmiany w wydarzeniach lub ich odwołanie.

Which payment methods can I choose from?

For tickets bought online, you can only use online payment methods. During the purchase, we will redirect you to the payment service provider’s website. You can choose either a bank transfer, BLIK or pay with a credit card.

All of our payment operators guarantee a high level of security and short processing times.

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 support@goingapp.pl or contact the bank responsible for processing the payment.

 

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 ask someone else to pay for you.

 

How to find the event I am interested in?

You can find the event both in Going. website and app.

If you’re using the website, the search engine is available at the top of our homepage (the form with the “Go” button). If it’s useful, you can use filters below: “Co”, “Gdzie”, “Kiedy” (event type, place, and date). Just fill the form in and click “Go” (or press the Enter key).

If you’re using an application, just tap the looking glass symbol on the bottom of the screen and type in your search inquiry. Then, tap the looking glass once again.

 

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 or app. 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?

Both on Going website and app, 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 arrive at the event

 

The event page on the Going. website and app shows the gate opening time. Your ticket indicates both the gate opening time and the event start time. All information regarding the event schedule is available on the event’s Facebook page.

To avoid queues at the entrance, we recommend arriving about 1 hour before the concert starts if it’s a club event. For large events held in halls, arenas, or stadiums, we suggest arriving at least 1.5 hours before the event begins.

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 have to buy tickets for my kids?

Unless stated otherwise (either on the event page, organizer’s website or Rules and Regulations), you need to buy your kids tickets at a regular price.

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.

I am not able to pass my tickets to another person. What should I do?

You won’t be able to transfer your tickets, either in the app or on our website, if:

• a request for an invoice was selected during purchase,

• a discount code or GOING voucher was used during purchase,

• the transaction includes a ticket with home delivery,

• the event organizer has disabled the ticket transfer option.

 

 

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. This way you will stay updated about the most interesting events in your area. Registering also allows you to buy tickets faster and have easy, on-hand access to them - through the app.

Tickets appeared in my e-mail inbox, but not in the app - why?

In order for the ticket to appear in the app, the same e-mail address to which the app account is registered must be used during the purchase. If despite that the ticket is not available in the app, contact us at support@goingapp.pl

If you forgot the e-mail address you have used to register, also contact us at support@goingapp.pl, we will try to help!

How to delete an account in Going. app?

To delete your account in Going. app, please contact us at support@goingapp.pl.

Logging into the Going. app using an Apple account

When logging into the Going. app, you can use your Apple account. Apple will then ask you if you want to hide your email address. Choosing this option will log you into the app using an address with the suffix @privaterelay.appleid.com, instead of the address used to purchase the ticket.

Each ticket purchased on Going. is linked to the specific email address provided during the purchase and will only appear in the app registered to that address. So, if you hide your email address during login, you won’t see your ticket in the app.

Please register in the app again using the email address associated with your ticket.

How to change the e-mail address in Going. app?

In order to do so, you need to register again, using the new e-mail address. If any tickets for future events are assigned to the old address, please let us know at support@goingapp.pl. We will transfer your tickets to the new account.

How do I buy a ticket?

Once you find the event you're interested in, you need to tap the “Buy ticket” button (or click the “Kup bilet” button if you’re using the website), to start the purchase procedure. You may 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.

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 support@goingapp.pl. Please attach the transaction confirmation (PDF) to the message.

What should I do if my ticket is lost or damaged?

In case of a lost or damaged paper ticket, please contact us via the contact form and describe the issue, providing as much information as possible about the ticket(s) (purchase date and time, quantity and value, event name, delivery address, payment confirmation for the ticket). CONTACT FORM

Each decision regarding the possibility of issuing a duplicate ticket is made individually, with the involvement of the event organizer.

 

 

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 support@goingapp.pl 
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 support@goingapp.pl 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 bought a ticket for two people (or a group ticket) but it only contains my personal data. Will that cause a problem at the entrance?

In most cases, no. However, all of you will have to enter the event area at the same time.

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.

Additionally, all your tickets will be collected in your app, in the "Tickets" tab.

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 support@goingapp.pl. Please include your full name and the event title in the message.

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 support@goingapp.pl.

Why is my personal data required on (some) tickets?

If we ask you for personal information (full name, sometimes also PESEL No.) during the purchase, it means that either the organizer is legally obliged to gather this kind of data, or it is necessary due to the nature of the event. Such tickets are only valid with identity documents. You will have to show the ID at the entrance, so do not forget to bring it.

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 goingapp.pl.
If the seller is Going., please fill out the form and select the "Invoices" subject. 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 (issued to a company)?

If you like us to issue a VAT invoice for your company, please use our website to buy the tickets: https://goingapp.pl/. 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.

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.

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 support@goingapp.pl. Please include the ticket code/order number in the message.

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.

How can I remove my email address from the mailing list?

After receiving the newsletter, click the 'Unsubscribe' button at the bottom of the message. Your email address will then be automatically removed from the mailing lists

How can I change my email address on the mailing list?

To change your email address on our mailing list, please contact us using the contact form. In your message, include both your previously used email address and the new one."

CONTACT FORM

 

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).

We don’t have so many tickets.” - 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.

What is the coverage of the insurance?

The insurance covers the refund of the price of the tickets you purchased. If you are unable to attend the event due to reasons listed in the General Terms and Conditions of Insurance, and the tickets are not used – we will provide compensation, as long as none of the exclusions listed in the General Terms and Conditions of Insurance apply.

If you have any additional questions regarding ticket insurance, please email: ubezpieczenia.ba@uniqa.pl

I couldn't use my ticket, what should I do to receive compensation?

1. Fill out the online claim form (if you prefer, you can send the claim by email or traditional mail to the addresses provided in the Terms and Conditions).

2. Attach documents confirming the reason you couldn't use the ticket.

3. UNIQA will contact you if they need additional documents or information.

4. Wait for a decision (within a maximum of 30 days from the date the claim was submitted).

If you have any additional questions regarding ticket insurance, please email: ubezpieczenia.ba@uniqa.pl

When should I report a claim?

We recommend reporting the claim as soon as it occurs.

If you have any additional questions regarding ticket insurance, please email: ubezpieczenia.ba@uniqa.pl

What documents do I need to submit to receive compensation?

The required documents may vary depending on the type of incident. In the claim submission form, you will find suggestions on which documents need to be attached for your claim to be processed. Please note, other documents may also be required in addition to those listed in the suggestions.

If you have any additional questions regarding ticket insurance, please email: ubezpieczenia.ba@uniqa.pl

 

 

How long will I have to wait for the payout?

The compensation will be paid within a maximum of 30 days from the date UNIQA receives the claim for compensation. If more time is needed to analyze the claim and clarify the circumstances of the incident, UNIQA will inform you about the extended time required to make a decision.

If you have any additional questions regarding ticket insurance, please email: ubezpieczenia.ba@uniqa.pl

In which cases does the insurance become invalid?

If the event for which you purchased a ticket is postponed by more than 180 days from the original event date, the policy will no longer be valid, and you will automatically receive a refund for the insurance fee you paid.

Going. vouchers - how do I use them to pay for my purchase?

You can use vouchers issued by Going. to pay for your purchases on the Going. website. They are valid for a year from the date of issue.

In order to pay for your purchase with your Going. voucher:

1. once you find the event you are interested in click the KUP BILET button to start the purchase procedure,
2. before you choose the type and quantity of tickets, scroll down and click on "Mam kod rabatowy lub voucher Going.":
3. you will be transferred to the previous version of our website,
4. we will ask you for the necessary information, such as type and quantity of tickets, your name and your e-mail address,
5. on the bottom of the page you will see a field titled "Jeśli posiadasz, wpisz kod promocyjny":
6. type in your Going. voucher code,
7. 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.

Remember that this payment option is not available if you are choosing the courier shipment and/or in case of a purchase for which you need another ticket (e.g. some events have been postponed and divided into 2 gigs, therefore the organizer is asking the ticket holders to choose the new date using their original tickets).

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 karty.podarunkowe@goingapp.pl

Discount codes - how do I use them?

Discount codes are issued by the event organizer, e.g. as a part of their promotional campaigns. 

In order to use a discount code:

1. once you find the event you are interested in click the KUP BILET button to start the purchase procedure,
2. before you choose the type and quantity of tickets, scroll down and click on "Mam kod rabatowy lub voucher Going.":
3. you will be transferred to the previous version of our website,
4. we will ask you for the necessary information, such as type and quantity of tickets, your name and your e-mail address,
5. on the bottom of the page you will see a field titled "Jeśli posiadasz, wpisz kod promocyjny":
6. type in your discount code,
7. 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.

Remember that this payment option is not available if you are choosing the courier shipment and/or in case of a purchase for which you need another ticket (e.g. some events have been postponed and divided into 2 gigs, therefore the organizer is asking the ticket holders to choose the new date using their original tickets).

 

Going. vouchers - how do I use them to pay for my purchase?

You can use vouchers issued by Going. to pay for your purchases on the Going. website. They are valid for a year from the date of issue.

In order to pay for your purchase with your Going. voucher:

1. once you find the event you are interested in click the KUP BILET button to start the purchase procedure,
2. before you choose the type and quantity of tickets, scroll down and click on "Mam kod rabatowy lub voucher Going.":
3. you will be transferred to the previous version of our website,
4. we will ask you for the necessary information, such as type and quantity of tickets, your name and your e-mail address,
5. on the bottom of the page you will see a field titled "Jeśli posiadasz, wpisz kod promocyjny":
6. type in your Going. voucher code,
7. 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.

Remember that this payment option is not available if you are choosing the courier shipment and/or in case of a purchase for which you need another ticket (e.g. some events have been postponed and divided into 2 gigs, therefore the organizer is asking the ticket holders to choose the new date using their original tickets).

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 karty.podarunkowe@goingapp.pl

Discount codes - how do I use them?

Discount codes are issued by the event organizer, e.g. as a part of their promotional campaigns. 

In order to use a discount code:

1. once you find the event you are interested in click the KUP BILET button to start the purchase procedure,
2. before you choose the type and quantity of tickets, scroll down and click on "Mam kod rabatowy lub voucher Going.":
3. you will be transferred to the previous version of our website,
4. we will ask you for the necessary information, such as type and quantity of tickets, your name and your e-mail address,
5. on the bottom of the page you will see a field titled "Jeśli posiadasz, wpisz kod promocyjny":
6. type in your discount code,
7. 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.

Remember that this payment option is not available if you are choosing the courier shipment and/or in case of a purchase for which you need another ticket (e.g. some events have been postponed and divided into 2 gigs, therefore the organizer is asking the ticket holders to choose the new date using their original tickets).