Buying Tickets Online: Rights, Cancellations and Refunds

Buying Tickets Online: What to Check Before You Pay

Buying tickets online can be a straightforward way to find good prices for concerts, sports events, theatre shows and travel. But ticket purchases come with their own set of considerations, and knowing your rights beforehand can save you trouble later.

Before committing to any purchase, take time to understand exactly what you are buying. Check the full cost, including any booking fees, handling charges or delivery costs that may be added at checkout. These extras can sometimes add a significant amount to the headline price.

It is worth buying from a UK based seller where possible. This means your statutory consumer rights under UK law will apply more straightforwardly. Be aware that a website ending in .co.uk or featuring UK in its name does not guarantee the company is actually based in the United Kingdom. If you are unsure, check the company's registered address in their terms and conditions or contact them directly to ask.

Stick to well known ticket sellers or official venue box offices when you can. If you are using a resale platform, check whether it belongs to a recognised trade body such as the Society of Ticket Agents and Retailers (STAR). Members agree to follow a code of practice that offers some additional protection.

Your Consumer Rights When Buying Tickets Online

When you buy tickets online from a business, you are protected by the Consumer Rights Act 2015. This means the tickets must be as described, and the seller must have the right to sell them. If a seller advertises tickets they do not actually have, or the tickets turn out to be for different seats than stated, you may have grounds for a refund.

However, the usual 14 day cooling off period that applies to most online purchases does not apply to tickets for events with a specific date. This exemption exists under the Consumer Contracts Regulations 2013 because event tickets are considered time sensitive. Once you have bought a ticket for a concert, match or theatre performance, you cannot cancel simply because you have changed your mind.

This exemption applies regardless of whether you have received the tickets yet. The moment you complete your purchase, you are generally committed.

Some sellers do offer their own returns or exchange policies as a goodwill gesture, so it is always worth checking the terms before buying. These policies vary widely between companies.

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Cancelled or Rescheduled Events

If an event is cancelled outright, you are entitled to a refund. The seller should contact you to explain how to claim this. In most cases, refunds cover the face value of the ticket, though you may not always get booking fees back depending on the seller's terms.

When an event is rescheduled rather than cancelled, the situation becomes less clear cut. Many organisers and ticket sellers will expect your original ticket to remain valid for the new date. If you cannot attend the rescheduled event, whether you can get a refund will depend on the seller's policy. Some will offer refunds, others will only offer credit or exchanges.

If the event is significantly changed in a way that affects what you originally paid for, such as a headline act being replaced, you may have a stronger case for requesting your money back. This will depend on the specific circumstances.

Keep records of your booking confirmation, any emails from the seller, and your payment details. These will be useful if you need to pursue a refund or make a complaint.

Making a Complaint and Getting Help

If something goes wrong with your ticket purchase, start by contacting the seller directly. Put your complaint in writing, whether by email or through their website, so you have a record. Explain what happened and what outcome you are looking for. Give the company a reasonable time to respond, usually around 14 days.

If the seller does not resolve your complaint satisfactorily and they are a member of STAR, you can escalate the matter through their independent complaints process.

For purchases made by credit card over £100, you may be able to claim under Section 75 of the Consumer Credit Act. This makes the card provider jointly liable with the seller if something goes wrong. For smaller purchases or debit card payments, you could ask your bank about a chargeback, though this is not a legal right and success is not guaranteed.

Citizens Advice can provide guidance on your options if you are unsure how to proceed. Their website has detailed information on consumer rights and how to take complaints further. For the latest rules on consumer protection, you can also check GOV.UK.

If you believe a seller has acted fraudulently or you have been the victim of a ticket scam, report it to Action Fraud, the UK's national reporting centre for fraud and cybercrime.

Taking a few minutes to check the seller and understand the terms before buying can help you avoid problems. And knowing where to turn if things do go wrong puts you in a better position to get the outcome you deserve.

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