How to request a refund for a ticket
Contact the event organizer to request a refund — Baila does not process refunds directly.
Baila runs on a BYOG (Bring Your Own Gateway) model — which means the money from a sale goes to the event organizer, through Asaas (the payment gateway), and the organizer is also the one who can authorize a refund. Baila has no access to the organizer's funds and therefore does not process refunds directly.
Your refund relationship is with the event organizer — not with Baila. Each organizer sets their own policy (deadlines, conditions, how to get in touch).
Step by step
Open the event page. On the page where you bought, scroll to the organizer's contact section — it should carry an email address, a WhatsApp number, or a link to a form.
Send your refund request. Include: the order number (from the confirmation email), your full name, the buyer's CPF (Brazilian taxpayer ID), the reason for the request, and the payment method used.
Wait for the organizer's answer. They review it against their own policy (legal requirements, the Brazilian Consumer Protection Code window, their withdrawal rule, and so on).
If approved, the refund is processed through Asaas. The organizer triggers the reversal from their dashboard. There is nothing else for you to do — the money comes back through the same payment method used for the purchase (PIX to the bank account, card as a credit on the statement).
Baila can help you find the organizer's details and understand the process, but cannot force a refund — only the organizer can authorize one. In extreme cases (an event cancelled with no explanation, an unreachable organizer), get in touch with Baila for guidance.
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