Before the information, remember: the rules below are related to orders paid via standard bank transfer. Payment in PIX does not fall under the rules below. Click here if you want information about payment with PIX!

If you initiated an order, made the transfer and it was still not authorized, three situations may have occurred and led to the cancellation. Are they:

1) Order canceled due to seat unavailability

In some situations, while your order and payment are being validated, it may happen that your seat is booked through other channels and/or in person at the ticket office.

In these situations, our system has an intelligence that will search for seats in conditions similar to the one chosen, with a few attempts being made. If options are scarce or limited, the system will always go to the last available option and if none are left, the order will be cancelled.

When this happens, the amount paid will be identified and returned to the same account of origin, within a maximum period of up to 3 business days.

2) Order canceled due to non-identification of payment

There are situations in which the order is canceled because the transfer value has not been identified within the defined period. Even if you made the process within the deadline, it may be due to some failure or slowness, the value takes a while to reach us. In such situations, cancellation occurs.

When this happens, the amount paid will be identified and returned to the same account of origin, within a maximum period of up to 3 business days.

3) Order canceled due to process execution failure

To place an order with payment via bank transfer, it is necessary to pay attention and follow all the indications that we have given, so as not to generate any noise in the validation of the purchase information. The recommendations are:

• The transfer must be from bank to bank (that is, if you have an Itaú account, for example, also select the Itaú bank to make your transfer);
• We only work with the TED modality (from bank to bank) in the bank transfer option. PIX will not be accepted either (but if you want to pay with PIX, on the payment screen select the PIX option);
• Make the transfer within 3 hours after completing the purchase process;
• Deposits in envelopes, DOC, lottery, cash at the bank or corporate accounts will not be accepted.

If you made a transfer outside the conditions agreed above, the amount paid will be identified and returned to the same account of origin, within a maximum period of up to 3 business days.

Important:

• If the transfer has been carried out with severe divergences of information, the amount will be automatically withheld by the system until regularization. To do this, just contact us through our service channels and send your transfer receipt. We will identify the payment and proceed with its return.
• If the period of 3 business days has passed and you still have not received your refund, we also ask that you contact us and attach your transfer receipt so that we can expedite the settlement of the amount.

{Tradução Google Translate}