1. If the event is cancelled
You get a full refund: the tickets, the booking fee, any extras and any Flexible ticket price. You do not need to ask. We email everyone who bought, send the refund to the way you paid, and email you again when it has gone. Your tickets stop working. If your tickets were free, there is nothing to refund.
2. If the event moves
If the date, time or venue changes, your tickets stay valid for the new details and we email you about the change. If the event is moved to a new date or changes materially, you can keep your ticket or ask for a full refund within the period we announce, which is at least 14 days from that email: contact us with your order reference. After that, the organiser's refund policy applies, and you can still pass the ticket to a friend or sell it through fan resale if it is on. Your rights under consumer law always apply.
3. If you cannot go
The organiser runs the event and sets its refund policy. When an organiser has one, it is on the event page under Good to know, and you agree to it when you buy. Your options:
- Flexible ticket. If you added one at checkout, refund the order yourself before the cut off, for any reason (below).
- Fan resale. If the organiser allows it, sell your ticket to another fan at what you paid or less. You get back the price it sells for; the booking fee you paid is not refunded.
- Pass it on. Send it to a friend who can go, for free. It gets a new QR code with their name.
- Ask us. Contact us with your order reference. We check the event's policy and ask the organiser for you.
4. The Flexible ticket
For some events you can add a Flexible ticket at checkout, for a small percentage of the order's face value. It lets you refund the order yourself, from your order page, My tickets or the app, for any reason and with no proof, until the cut off shown when you buy (usually 48 hours before the start).
You get back the ticket prices and booking or processing fees of everything still yours on the order. The Flexible ticket price itself is not refundable, unless the event is cancelled. It is not insurance: see our Terms.
5. If something went wrong with your order
- Charged, but no tickets? In the rare case that the last tickets sell while your payment goes through, you are not charged for tickets you did not get: we refund the payment in full.
- Bought twice by mistake? Contact us with both order references.
- Wrong email address? You can fix it yourself in the first 30 minutes after paying, or ask us at any time. You do not need a refund for that.
6. How refunds are paid
- Refunds go back to the card or method you paid with. They usually show within 5 to 10 working days, depending on your bank.
- We email you when we send a refund, saying exactly what was refunded.
- For refunds other than a cancelled, moved or materially changed event, the booking fee or processing fee may be kept, depending on the reason and the organiser's policy.
- Refunded tickets and extras stop working at the door.
- If you bought from a ticket partner who took your payment, the refund goes back through that partner.
- If you paid partly with a gift card, the refund goes back the way it came: to your bank card first, up to what it paid, and the rest onto the gift card.
7. No 14 day cooling off period for tickets
The usual right to cancel an online purchase within 14 days does not apply to tickets, because they are for a leisure event on a specific date. Once your order is confirmed you cannot cancel it just because you changed your mind, unless the organiser's refund policy or your Flexible ticket allows it. Gift cards are different: see the Gift card terms.
This policy sums up the refund parts of our Terms of use and purchase. It does not affect your rights under consumer law.