All about refunds

Since March 2020, we’ve understandably had a lot more questions than usual about refunds, and we wanted to answer some of the questions we receive in a bit more detail.

Why are tickets generally sold on a non-refundable basis?

Ticket sellers sell tickets on behalf of the people who organise the show or event, normally a concert promoter or venue.

Promoters and venues need to know as far in advance as possible how many people will be attending a show. This allows them to ensure they have enough staff for the show to go ahead safely. Sometimes events that are more popular or less popular than expected are moved to nearby venues better suited for different audience sizes, all of which requires knowing numbers in advance.

Promoters have to commit to significant costs ahead of the event, and allowing cancellations would mean that many events might not be viable, and wouldn’t go ahead at all.

Am I entitled to a refund within 14 days because I’ve bought online?

The Consumer Contract Regulations which allow online customers to ask for a refund on certain goods purchased within the last 14 days don’t apply to tickets or travel bookings.

What if the show is rescheduled?

If a show is rescheduled, you can normally keep your tickets for the new date. If you’re unable to attend the new show, you can apply for a refund. Depending on the seller and the terms you agreed to when you purchased the ticket, this may be a refund of the face-value of the tickets or a refund of the full amount paid.

I’m worried about catching Covid, can I have a refund?

Entertainment venues have invested heavily to ensure that they are as safe as possible. These measures include better ventilation, layout changes to accommodate social distancing and in some cases equipment such as air filtration units and air quality monitors.

In addition, governments across the UK nations have introduced Covid passports at many venues to limit the chance of Covid spreading. The venues follow advice from the government and their local authority to ensure that their customers are safe.

Unless venues are asked to close by the authorities and if the venue is confident that events can go ahead safely, they will normally take place as planned and refunds are not available.

I have Covid - can I get a refund?

We always recommend purchasing cancellation protection which allows you to receive a refund if you’re unable to attend a show due to illness or travel disruption. If you haven’t purchased the protection you may be able to receive a refund at the discretion of the event organiser in some cases, but this isn’t guaranteed.

What can I do with unwanted tickets?

If you don’t have family or friends who would like to use your tickets, you can sell them to other fans at their original price at https://www.twickets.live/