Getting a refund on tickets
If the event you have booked is cancelled, rescheduled or has changed location, you are entitled to a refund of at least the face value of the ticket.
If the face value has been reduced by the organiser, the refund will be for the discounted face value price paid.
If an event is rescheduled to another date, your tickets should be valid. If you can't make the rescheduled date, then you're entitled to a full refund.
The ticket seller is responsible for giving you a refund for tickets to a cancelled event.
It is a condition of membership of the industry's self-regulatory body, the Society of Ticket Agents and Retailers (STAR), that ticket sellers refund the ticket's face value price when an event is cancelled.
- If the event you have booked is cancelled, rescheduled or has changed location, you are entitled to a refund of at least the face value of the ticket
- You’re not entitled to a refund if you can no longer attend an event
- You’re also not entitled to a refund if an understudy is used in place of a show’s headline star or a headlining star changes from the ones advertised on a music festival line-up
When you’re not entitled to a refund
But you're not entitled to a refund for the ticket if an understudy appears in place of a show's headline star or a headlining artist changes from the ones advertised on a music festival line-up.
And if you can no longer attend an event or you've simply changed your mind about going, you're rarely entitled to a refund, despite tickets often being purchased months in advance.
Sellers that don't refund extra fees
Check the ticket seller's terms and conditions before buying your tickets because although you'll get the face value of your ticket back, you may be out of pocket on the extra fees charged by your ticket seller.
Some ticket sellers or agents refund booking fees but not the postage fee as they argue that the transaction has taken place.
Ticketmaster refunds its postage charges if the tickets have not been delivered when an event is cancelled.
But some ticket agents, including Gigantic, Seetickets and Stargreen, do not refund any of the extra fees they charge, including booking fees, when events are cancelled or rescheduled.
Before you buy your tickets, it's worth checking the small print to make sure that your ticket seller is official.
Claim against your card provider
If you're having trouble with a ticket seller you may be able to get a refund through your credit or debit card provider via a chargeback scheme or Section 75 of the Consumer Credit Act.