Knowing your consumer rights is vitally important when seeking a refund for an event.
If a concert or event that you have booked is cancelled, rescheduled or has changed location, you are entitled to ask for a refund.
You are entitled to a refund of at least the face value of the ticket in the event that a booking is cancelled or moved, however, you are unlikely to get a booking fee as part of your refund. Discounted tickets will also be returned as discounted rates.
What are you entitled to when you ask for a refund?
If the face value has been reduced by the organiser, the refund will be for the discounted face value price paid. The ticket seller is responsible for giving you a refund for tickets if anything has changed from when you purchased the ticket.
Travel will not be covered unless your refund is part of a package.
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The ticket seller is responsible for giving you a refund for tickets to a cancelled event.
Ticketmaster refunds its postage charges if the tickets have not been delivered when an event is cancelled.
Other ticket agents do not refund any of the extra fees they charge, including booking fees, when events are cancelled or rescheduled.
When could you not get a refund?
You will not be able to claim a refund if you have bought the ticket from someone else and do not have a reference number or proof of purchase. You will not be entitled to a refund if you have bought a ticket and the headline act changes from the one advertised.
How can you claim a refund?
To get a refund you should follow the advice given by an organiser. All organisers selling through the industry's self-regulatory body, the Society of Ticket Agents and Retailers should honour a refund. If the ticket seller is not providing a refund, you could try and claim through your credit or debit card provider.
What happens if the company goes bust or falls into administration?
If a company goes bust or falls into administration you are less likely to get a refund, as the company's refund policy is unlikely to be held. If the value of your order was between £100 and £30,000 and you paid at least some by credit card, your card provider will be obliged to issue a refund through the Section 75 Consumer Credit Act.
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If you paid visa or through a debit card you may be able to claim money back within 120 days of the issue arising. However, there is no guarantee you will get a refund and you will need to have all the details of the purchase readily available.
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