Your tickets and orders
What happens if an event is cancelled or postponed?
We email every ticket holder when an event is cancelled or moves to another date.
When an event is cancelled, we refund your order to the card you paid with and email you to say so. The organiser decides how much is refunded, and booking fees are usually not refunded. The email says when to expect the money.
When an event is postponed, keep your ticket: it is valid on the new date. We email you the new date, or tell you that the organiser is still choosing one. Where the organiser allows refunds, you can refund your ticket yourself from your order page.
What to do
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Read the email about the change
The email says whether the event is cancelled or postponed, and what happens to your ticket.
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For a postponed event, choose to keep or refund your ticket
To keep it, do nothing. To refund it, open your order and select Refund ticket under the ticket, or in the ☰ list beside it.
Note: If there is no Refund ticket, the organiser has not offered refunds yet. The email says to wait for the options they make available.
Questions you might have
- Do I need to ask for a refund when an event is cancelled?
- No. We refund cancelled events without you asking.
- Why did I not get my booking fee back?
- Booking fees are usually not refundable, in line with our refund policy. The organiser decides the rest of the refund.
- The new date does not suit me. What can I do?
- Refund the ticket from your order page where the organiser allows it, or sell it or give it to someone who can go.
- Will I hear about a rescheduled date for a cancelled event?
- Ask the event organiser, who decides whether to run the event again.