Resale Ticket Problems

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 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

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