My event is cancelled - can I get a refund?
If your event is cancelled, you should be informed of this by the event organiser. The event organiser may choose to compensate you directly (that is to say not via TicketCo), or the cancellation process may be carried out through TicketCo on behalf of the organiser. This article explains the latter.
Emails will be sent to the email address entered upon purchase.
If the organiser chooses to cancel their events via TicketCo, you will likely receive the following:
- An email from the organiser informing you of the cancellation.
- Within 30 days* from the first email, you should receive a second email from TicketCo outlining how you can register that you wish to be refunded, or that you would like a voucher. You may also be given the chance to waive your right to a refund.
- If you select to receive a voucher, you will be sent your voucher straight away. If you select to waive your refund, this will be registered straight away. If you choose to be refunded, your refund should arrive within your account within 1-5 working days.
*If your event has been cancelled as a consequence of the Covid-19 pandemic, and the resulting lockdown/local regulations, please allow 30 days to receive this email. This email is usually sent out around 14 working days after the organiser informs us of the cancellation; however, when there is a large number of cancellations from event organisers our internal processing time can take longer, a maximum of 30 days.
How will I be compensated?
In regards to step 2 above, when you receive an email from TicketCo, you will be offered a refund for your ticket(s). Refunding is carried out in accordance with our legal terms which were accepted upon the initial purchase.
To claim your refund, simply click the Refund the order button in the email you received. You will then be taken to an online form which you should fill out. Once you have filled out the form and confirmed, your refund will be sent out within 1-5 working days. You will automatically be refunded back to the same card which was used when you first purchased tickets.
In addition to being offered a refund, you may be offered the following alternatives:
- The chance to waive your refund in support of the event organiser
- The chance to receive a voucher worth the full face value of your ticket
Please note that not all event organisers will offer these extra options, but you will always be offered a refund. By choosing to waive your refund, you confirm that you would not like a refund, and that you would like TicketCo to transfer the face value of the ticket to the event organiser.
Here is an example of the type of email you may receive (click on the image to enlarge):
A voucher works similarly to a gift card, and will be redeemable against the purchase of other tickets and products sold by the same organiser on TicketCo. When you select the voucher option, your voucher will automatically sent to you via email. Vouchers expire after 3 years from when selected. If you need help using your voucher, please see this help article.
Can I get a full refund?
TicketCos refunding policy is done in accordance with our legal terms which were accepted upon purchase. You can find these legal terms here. TicketCo will be refund you the ticket price minus a small fee which covers the processing of the cancellation. As stipulated in our legal terms, you are entitled to claim back the cancellation fee directly from the event organiser.
Tickets purchased over the counter
If you have purchased your tickets directly via the event organiser, for example via an iZettle machine, then the event organiser will have to refund you directly. For more information regarding how to contact the organiser, see this help article.
How long do I have to answer the email?
You have 120 days from when the event was due to take place. After that time, the event organiser will take over responsibility for refunding. Please contact the organiser directly if you have not answered the email within 120 days and would still like a refund. For more information regarding how to contact the organiser, see this help article.
I never received the email about refunds
Please allow 14 working days from when you were informed about the cancellation to receive your email. Remember to check your spam folder as sometimes emails may end up there. If you still cannot find it, you can send us an email to email@example.com and we will assist you. Please include your ticket reference number, your name and the title and date of the event in question. We will be able to send you a link to a webpage which contains all the same information as in the email we sent out. You will be able to register your refund/voucher/waiver from there.
What is my Order ID?
Your Order ID will be included in the email you receive. It consists of 6 small letters, and you will need to enter this when registering your refund.
Can I change my mind after selecting waiver/voucher?
If you have selected to waive your refund or to receive a voucher, and you later wish to be refunded instead, then you should contact the organiser of the event directly. For more information regarding how to contact the organiser, see this help article.
Tickets purchased with a gift card or voucher
If you purchased your tickets with a gift card or a voucher (covering the full value or partially), TicketCo will unfortunately not be able to refund you. You should therefore contact the organiser of the event, and they should be able to help you with this. For more information regarding how to contact the organiser, see this help article.
I have a new email address
Please inform either the organiser (using the Contact the organiser button on the event page or on the email address found at the bottom of your tickets) if you have changed email address since purchasing your ticket. You can also contact us on firstname.lastname@example.org if you need us to send you a link to the webpage where you can register your refund/voucher/waiver.
I have changed bank cards and want a refund
TicketCo is able to refund your purchase back to the same card which was used during the original purchase. If you have changed bank cards since the cancellation, and you therefore need to be refunded to a different card or bank account, you should contact the organiser directly regarding a refund. For more information regarding how to contact the organiser, see this help article.