Ticket resale sites - Event cancelled
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If your event has been cancelled, rescheduled to a time you can’t make, or has changed location, you should contact both the event organiser and the ticket resale site to ask about a possible refund.
Unfortunately, you normally aren’t entitled to a refund if the headliner changes at a festival, for example.
Be aware that some ticket resale sites are very difficult to secure a refund from. They may claim that they are only an intermediary, enabling transactions between two consumers. This is a bit of a grey area, and is currently under review.
We think you should be able to get your money back – and it’s always worth making a complaint.
If you’ve paid via credit or debit card, you can consider asking your bank or card provider for a ‘chargeback’ (where they reverse the transaction). If the ticket resale site tries to take the money again after you’ve issued a chargeback, you can take the matter to the Financial Ombudsman.
Some companies (such as StubHub) offer a refund service for all cancelled events. Check with the seller to see whether they have a specific refund policy.
Some sellers may not refund any extra fees they’ve applied. This all depends on the seller’s terms and conditions.
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