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What Is STAR for Tickets?
STAR is the Society of Ticket Agents and Retailers. If your ticket seller is a STAR member, you can use STAR's complaints procedure. STAR members should refund the face value if an event is cancelled and the organiser has provided the refund.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
The Short Answer
STAR Complaints Scheme
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
Refund If Cancelled
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
How Much You Get Back
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
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- Organiser's deadlineAsk for a refund when an event is cancelled or movedBy the organiser's stated deadline, so claim as soon as you hear
Steps to Take
Step 1 of 4
Check whether your seller is a STAR member.
Step 2 of 4
Ask the seller for a refund in writing.
Step 3 of 4
If unresolved, use STAR's complaints procedure.
Step 4 of 4
Ask your card provider for help if needed.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
STAR Complaints Procedure
Your ticket seller is a STAR member and has not put it right.
Card Provider: Section 75 or Chargeback
You paid by card and cannot get a refund from the seller.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.