Tickets and Events

If an event is cancelled, moved or rescheduled, you can get a refund from an official seller. The organiser tells you how to claim. source

The refund is usually the face value printed on the ticket. Postage may be refunded in some cases, but booking or card fees may not be. Travel and accommodation are usually excluded unless they were bought as part of a package with the ticket. source

If you change your mind or cannot go, there is no right to a refund, except where the seller's own terms allow it. source

The usual 14-day cooling-off period for online and phone purchases does not apply to tickets for leisure events that state a specific date or time period, such as concert tickets. Once you have bought, you generally cannot cancel just because you changed your mind. source

Since 6 April 2025 the Digital Markets, Competition and Consumers Act 2024 has banned 'drip pricing'. A seller must show the total price, including all compulsory fees, taxes and charges, or explain how it will be calculated if it cannot be worked out in advance. Truly optional extras can be shown separately. The CMA can fine a business up to the higher of 300,000 pounds or 10% of its global turnover. source

Pressure tactics are restricted too. Falsely saying an offer is only available for a limited time to force a quick decision (for example a countdown clock that restarts) is banned outright. Other pressure messages, such as 'Be quick! We've sold 10 in the last 5 mins' when stock is plentiful, can still be misleading because of how they are presented (CMA guidance on unfair commercial practices, published December 2025). source

In June 2026 the CMA fined StubHub UK 889,200 pounds for showing delivery and service fees only at the final checkout step, and it must refund over 590,000 pounds in mandatory fees to affected customers. This shows the rule is being enforced for ticket sellers. source

When you buy a resold ticket online, the seller and the resale site must give you clear information before you complete the purchase: enough detail to identify the exact seat or standing area, any restrictions on who can use the ticket (such as an age limit or a disabled-only area), the face value printed on the ticket, and any connection between the seller and the resale site or the event organiser (Consumer Rights Act 2015, section 90). source

From resale, secondary, private or fan-to-fan sellers you are unlikely to get a refund, so check the seller's terms and the event or artist's website before you buy. source

Football tickets generally cannot be resold unless the organiser authorised it. Resale fees are often about 10% to 15%, and some sites only pay sellers after the event. source

The government announced on 19 November 2025 that it plans to cap resale prices for live-event tickets at the original price plus unavoidable fees, and to cap resale platform fees. This is still a plan, not yet law, and no start date has been announced, so it does not give you a right today. source

If the seller is a member of STAR (the Society of Ticket Agents and Retailers), you can use STAR's complaints procedure. STAR members should refund face value if the event is cancelled and the organiser has agreed to refunds. source

If you cannot get your money back any other way, check whether your card provider can help, for example through a Section 75 claim for credit card payments over 100 pounds or a chargeback. source

You can report a seller to Trading Standards if they give wrong or misleading information, use unfair terms or use unfair sales tactics, such as false claims that tickets are almost sold out. source