Cancellation and Refund Terms - Tondi Tickets

Cancellation and Refund Terms

Tickets are sold online only through the ticket office website. By purchasing a ticket, the buyer agrees to the terms on this page, as well as the terms of the specific event published on the event page.

Definitions:
Transaction - one paid order with an order number (may include multiple tickets).
Business days - days that are not days of rest (e.g., Shabbat and holidays).

1) Legal basis

The cancellation and refund terms are based on Israeli consumer protection law, including:

  • Consumer Protection Law (חוק הגנת הצרכן), Section 14ג (distance transactions): law page on gov.il | law text (Nevo)
  • Government authority clarification on cancellations and refunds: gov.il - ביטול עסקה
  • Consumer Protection Regulations (Cancellation of a Transaction), 2010 (תקנות הגנת הצרכן (ביטול עסקה), תשע"א-2010): regulations text (Nevo)
  • Reference article on distance cancellation (for convenient reading): Kol Zchut

Important: if any provision of these terms conflicts with mandatory legal norms, the mandatory legal norms apply.

2) How to submit a cancellation request

Cancellation requests are accepted only through the following channels:

Important: replies to automated ticket delivery emails (email with tickets/receipt) are not processed. Cancellation requests are accepted only via WhatsApp, SMS, or the online form above.

Please include in your request: order number, event name and date, number of tickets to cancel (if partial), buyer name and the phone number used in the order.

3) Fees and deductions for buyer-initiated cancellation

  • Ticket office service fee: 2 ₪ per ticket (non-refundable for buyer-initiated cancellation).
  • Cancellation fee: 18 ₪ per transaction (one order may include multiple tickets). For partial cancellation within one order, the fee is charged once.

Legal limit: if mandatory legal provisions apply, the total deductions do not exceed 5% of the value of the canceled tickets (and no more than 100 ₪, whichever is lower). If the ticket office calculation exceeds this limit, the legal limit applies. See cancellation fees (Kol Zchut)

4) Refund amount for buyer-initiated cancellation

When the cancellation request is received Refund amount Deductions
More than 7 business days before the event start 100% of the price of the canceled tickets Minus deductions in section 3
Less than 7 business days but more than 72 hours before the event start 50% of the price of the canceled tickets Minus deductions in section 3
72 hours or less before the event start No refund -

Note: if the deductions exceed the calculated refund amount, the final refund may be 0 ₪.

5) Partial cancellation

Partial cancellation (canceling some tickets in a single order) is allowed. In this case, the 18 ₪ cancellation fee applies as a fee for one transaction (one order), regardless of the number of tickets canceled within that order.

6) Eligible categories (65+, new immigrant, person with disability)

In cases provided by law, special cancellation timeframes may apply for buyers aged 65+, new immigrants, and people with disabilities. For such requests, contact only via WhatsApp or SMS at 054-5368188 and attach proof of status (if required).

7) If ticket office terms do not allow cancellation, but event terms do

In some cases, technical or organizational constraints of the ticket office may prevent processing a cancellation. If the event page states that cancellation is allowed, the buyer may contact the organizer directly (if the organizer’s contact details are published on the event page). In such a case, the organizer issues the refund, not the ticket office.

8) Event cancellation or rescheduling by the organizer

  • Event canceled by the organizer: a full refund of the amount paid for tickets is issued, including ticket office service fees, with no cancellation deductions.
  • Event rescheduled: tickets remain valid for the new date (unless stated otherwise). If refund rules for rescheduling are published on the event page, the organizer’s published rules apply.

9) Force majeure and government directives

Events may be subject to directives of competent authorities and applicable restrictions, including (among others) the Home Front Command (Pikud HaOref), the Ministry of Health, the police, municipal authorities, and other authorized bodies. Event conditions (including capacity limits, safety rules, etc.) may be changed by the organizer in accordance with such directives.

  • If an event is canceled or rescheduled due to force majeure or government directives, section 8 applies (event cancellation or rescheduling by the organizer).
  • If the event takes place but with changes, up-to-date information is published on the event page. Inability to attend for personal reasons is treated as a buyer-initiated cancellation (section 4), unless otherwise stated on the event page.

10) Refund timeline

A refund for an approved cancellation is issued within 14 business days from the date the cancellation is confirmed. If the law requires a shorter timeframe, the legal timeframe applies.

11) Who operates the ticket office

The ticket office is operated by the non-profit association (amuta) Tondo- amanim beyahad (טונדו- אמנים ביחד), Amuta No. 580496818.

All ticket office fees are not for profit and are used solely to support ticket office operations and to promote cultural events, sports, and cultural figures in Israel, in accordance with the amuta’s purposes.