Mertskhali Guarantees

Get in, or get every tetri back.

Every ticket bought on Mertskhali is covered. If the ticket fails you, you get back the ticket price and every fee. Here is exactly what that means.

100%Back to you, fees included

24h24 hours after the start to report

What's covered, and what isn't

You're refunded in full, fees included, when:

The ticket never arrives, doesn't scan or was already used
The seats differ from the listing
The event is cancelled, or moved to a date you can't make

It doesn't cover:

Changing your mind. You can resell the ticket here instead.
Money paid outside Mertskhali. We never ask you to pay by bank transfer, cash or a link in a message.
Being refused entry for personal reasons: face control, dress code, age or a club's member list. Door staff make that call, not us.
Being refused over the name on the ticket. Some venues check names strictly and some don't. We check what we can, but we can't promise how a venue treats a ticket in someone else's name.

How a claim works

The seller isn't paid until the report window has closed, so the money is still here to give back.

You pay
The event starts
24 h to report a problem
The seller is paid, if nobody reported one

A report inside the window freezes the seller's money until we decide.

You report itFrom your order page, up to 24 hours after the start time. Say what happened; a photo or screenshot helps.
The payout freezesThe seller isn't paid while your report is open.
We check the evidenceYour report against the delivery record: the file the seller sent, the transfer they marked, or your handoff code.
You're refunded, or the seller is paidIf the guarantee covers it, the full amount comes back to you. If the ticket worked, the seller is paid.

You pay MertskhaliNot the seller. They never touch your money.
The ticket reaches youOn your order page, in the ticket provider's app, or by hand.
You go inAnything wrong? Report it within 24 hours.
The seller is paidOnly after that, and only if nobody reported a problem.

Face control and names on tickets

Some clubs admit only approved members, and door staff decide who gets in. The event page says when that applies. Face control is the venue's decision, not ours, so a refusal for personal reasons isn't covered. If the ticket itself is fake, already used or won't scan, you're refunded in full.

We don't list events we know issue tickets in the holder's name. Some other venues check names strictly and some don't. We check each venue as far as we can, but if you're refused because the name on a ticket isn't yours, the guarantee doesn't cover it.

Selling is covered too

Up to 10% comes off your price, less on pricier tickets. Nothing else, ever.

The money is here before you send anything. A buyer pays Mertskhali first, so there are no fake payment screenshots and nobody to chase.
Complaints need evidence. Before anyone is refunded we check the record of your delivery: the file you sent, the transfer you marked, or the buyer's handoff code. A ticket that worked is paid for.
Your details stay private. Buyers never see your phone number or email address.

A buyer paysThe money is held by Mertskhali, not just promised.
You send the ticketThe way you listed it.
The event happensThe buyer has 24 hours to report a problem.
You're paidOnce that window closes with no evidence against the ticket.

What's covered, and what isn't

You're refunded in full, fees included, when:

The ticket never arrives, doesn't scan or was already used
The seats differ from the listing
The event is cancelled, or moved to a date you can't make

It doesn't cover:

Changing your mind. You can resell the ticket here instead.
Money paid outside Mertskhali. We never ask you to pay by bank transfer, cash or a link in a message.
Being refused entry for personal reasons: face control, dress code, age or a club's member list. Door staff make that call, not us.
Being refused over the name on the ticket. Some venues check names strictly and some don't. We check what we can, but we can't promise how a venue treats a ticket in someone else's name.

How a claim works

The seller isn't paid until the report window has closed, so the money is still here to give back.

You pay
The event starts
24 h to report a problem
The seller is paid, if nobody reported one

A report inside the window freezes the seller's money until we decide.

You report itFrom your order page, up to 24 hours after the start time. Say what happened; a photo or screenshot helps.

The payout freezesThe seller isn't paid while your report is open.

We check the evidenceYour report against the delivery record: the file the seller sent, the transfer they marked, or your handoff code.

You're refunded, or the seller is paidIf the guarantee covers it, the full amount comes back to you. If the ticket worked, the seller is paid.

You pay MertskhaliNot the seller. They never touch your money.

The ticket reaches youOn your order page, in the ticket provider's app, or by hand.

You go inAnything wrong? Report it within 24 hours.

The seller is paidOnly after that, and only if nobody reported a problem.

Face control and names on tickets

Selling is covered too

Up to 10% comes off your price, less on pricier tickets. Nothing else, ever.

The money is here before you send anything. A buyer pays Mertskhali first, so there are no fake payment screenshots and nobody to chase.

Complaints need evidence. Before anyone is refunded we check the record of your delivery: the file you sent, the transfer you marked, or the buyer's handoff code. A ticket that worked is paid for.

Your details stay private. Buyers never see your phone number or email address.

A buyer paysThe money is held by Mertskhali, not just promised.

You send the ticketThe way you listed it.

The event happensThe buyer has 24 hours to report a problem.

You're paidOnce that window closes with no evidence against the ticket.