Billing FAQ

Questions about payments, refunds, and financial matters.

Payments

What payment methods are accepted?

Through our Stripe integration:

Credit cards (Visa, Mastercard, Amex)
Debit cards
Apple Pay
Google Pay

Is my payment information secure?

Yes. Payments are processed by Stripe, a PCI-compliant payment processor. Kite never sees or stores your full card number.

When is my card charged?

Immediately upon completing checkout.

Will I receive a receipt?

Yes. A receipt is emailed automatically after purchase, and an invoice is available in your account.

Can I pay by invoice/bank transfer?

Contact event organizers for alternative payment methods.

Invoices

How do I get my invoice?

Check your confirmation email (attached)
Or log in to My Tickets > Download Invoice

Can I get an invoice with my company details?

Some events support custom invoice details. Contact organizers.

I need a VAT invoice

Contact event organizers about VAT invoicing options.

Refunds

What is the refund policy?

Each event sets its own refund policy. Check the event page or contact organizers.

How do I request a refund?

Contact the event organizers directly through the event page.

How long does a refund take?

Once processed:

Initiated: Immediate
Processed by Stripe: 1-2 days
Visible on your statement: 5-10 business days

Will I get a full refund?

Depends on the event's policy and timing. Some events have:

Full refund period
Partial refund period
No refund period

Coupons & Discounts

How do I apply a coupon code?

During checkout
Enter code in "Coupon Code" field
Click "Apply"
See discount applied

My coupon code isn't working

Check:

Code spelled correctly
Code hasn't expired
Code applies to your ticket type
Code hasn't reached usage limit

Can I use multiple coupons?

Typically no. One coupon per order unless specified.

Currency

What currencies are supported?

Events set their own currency. Common options:

EUR (Euro)
USD (US Dollar)
GBP (British Pound)
And others

Are prices shown with tax?

Depends on event settings. Check the checkout page for tax details.

Tickets

Can I buy multiple tickets?

Yes, up to the event's per-order limit.

Can I upgrade my ticket?

Contact event organizers about upgrade options.

Can I transfer my ticket to someone else?

Contact event organizers about their transfer policy.

I bought the wrong ticket

Contact event organizers to discuss options.

For Organizers

How do I connect Stripe?

Go to Settings > Payments
Click "Connect Stripe"
Follow the authorization process

See Stripe Setup.

What are the payment fees?

Stripe fees: ~2.9% + €0.25 per transaction
Varies by region

When do I receive funds?

Funds are deposited to your bank account according to your Stripe payout schedule (typically 2-7 days).

How do I issue a refund?

Go to Tickets > Orders
Find the order
Click "Refund"
Confirm

See Invoices & Refunds.