Complete guide to concert, festival, and sports ticket refunds. FTC Junk Fees Rule bans hidden charges (May 2025), UK Consumer Rights Act guarantees refunds, platform policies explained.
Event ticket refund rights depend on event status (canceled, postponed, rescheduled), jurisdiction (US vs UK), and purchase source (primary vs secondary market). Recent regulatory changes strengthen consumer protections significantly.
The FTC's Junk Fees Rule (effective May 12, 2025) mandates all-in pricing and bans bait-and-switch tactics. UK's Consumer Rights Act 2015 provides statutory refund rights for material changes. Platform policies vary widely - Ticketmaster, StubHub, Viagogo, and SeatGeek each have distinct approaches.
Key Regulatory Milestones: Ticketmaster $16.4B FTC lawsuit (hidden fees 2019-2024), BOTS Act enforcement (criminalized scalper bots), UK CMA investigations (COVID-19 refund practices), EU Ticket Sales Directive (14-day cooling-off for distance sales).
When an event is completely cancelled with no intention to reschedule, consumers generally have the strongest refund rights across all jurisdictions. Primary ticket sellers must provide full refunds including fees, though implementation varies.
Under UK Consumer Rights Act 2015, cancellation triggers automatic refund rights as the service cannot be performed. Sellers must refund within 14 days. EU Distance Selling Directive provides similar protection for remote purchases.
In the US, state consumer protection laws (UDAP statutes) generally require refunds for non-delivered services. The FTC Act Section 5 prohibits deceptive practices, including refusing refunds for cancelled events. California Consumer Legal Remedies Act (CLRA) and New York GBL 349 provide specific remedies.
Platform policies: Ticketmaster commits to automatic refunds within 30 days for cancelled events. StubHub offers FanProtect Guarantee. However, COVID-19 revealed enforcement gaps - many platforms initially offered credits instead of cash refunds, triggering regulatory action.
Force majeure clauses in terms of service attempt to limit liability for cancellations beyond organizer control (pandemics, natural disasters, terrorism). However, courts have limited effectiveness when consumers paid for a service not delivered, particularly in EU/UK jurisdictions with strong statutory rights.
Postponed and rescheduled events create complex refund scenarios. Rights depend on whether a new date is announced, how material the changes are, and jurisdiction-specific consumer protection laws.
UK position: If event date/venue changes are "material" (significantly different from original), Consumer Rights Act 2015 grants refund rights. Guidance from Competition and Markets Authority (CMA) states consumers should not be forced to accept rescheduled dates or credit vouchers.
US position: No federal law mandates refunds for rescheduled events. Platform policies govern, though state UDAP laws may apply if changes are substantial. California requires clear disclosure of no-refund policies at point of sale.
The COVID-19 pandemic stressed these frameworks. Initial postponements to 2021-2022 dates left millions unable to attend. UK CMA investigations found several platforms violated consumer law by denying refunds. US class actions achieved mixed results due to weaker statutory protections.
Venue changes: Moving an event to a significantly different location (different city, smaller venue, reduced amenities) often triggers refund rights in UK/EU. US consumers must rely on platform policies or argue material breach of contract.
Time limits: If an event is postponed indefinitely without a new date announced within a reasonable period (typically 60-90 days), consumer protection agencies increasingly treat this as equivalent to cancellation, requiring full refunds.
Major ticketing platforms have varying refund policies, influenced by jurisdiction, regulatory pressure, and competitive positioning. Understanding each platform's specific terms is crucial for successful refund claims.
Ticketmaster (Live Nation): Dominant US primary market seller. Refund policy: Full refunds for cancelled events within 30 days. Postponed/rescheduled events: tickets valid for new date, refunds only at event organizer discretion. Hidden fees controversy: $16.4B FTC lawsuit alleges deceptive pricing practices 2019-2024. All-in pricing now required by May 2025 FTC Junk Fees Rule.
StubHub (Viagogo-owned): Leading secondary marketplace. FanProtect Guarantee promises valid tickets or refund. COVID controversy: Initially refused cash refunds for cancelled events, offered 120% credit instead. California Attorney General forced policy reversal April 2020. Current policy: Full refunds for cancelled events, no refunds for postponed unless event organizer approves.
Vivid Seats: Secondary marketplace with 100% Buyer Guarantee. Refunds provided if event cancelled and not rescheduled within one year. For rescheduled events, tickets valid for new date; refunds only if buyer cannot attend AND can prove impossibility. Service fees non-refundable in many cases, drawing consumer complaints.
SeatGeek: Primary and secondary marketplace. Buyer Guarantee covers invalid tickets. Cancelled events: full refund including fees. Rescheduled events: tickets transferred to new date, refunds at seller discretion. More consumer-friendly reputation than competitors, though smaller market share.
Eventbrite: Event organizer platform. Refund policies set by individual event organizers, creating inconsistency. Eventbrite charges processing fees (2.9% + $0.79) typically non-refundable even for cancelled events, controversial among consumer advocates. Platform liability limited, disputes directed to event organizers.
Viagogo: International secondary marketplace, controversial regulatory history. Multiple consumer protection penalties: Australia $7M fine (2020) for misleading conduct, UK CMA enforcement action for failing to display ticket restrictions. Refund policy: FanProtect promises replacement tickets or refund, but complaints widespread about delayed refunds and poor customer service.
AXS (AEG-owned): Primary ticketing competitor to Ticketmaster. Official partner for many major venues. Refund policy: Cancelled events receive automatic refunds within 30 days. Rescheduled events: tickets valid for new date, limited refund windows (typically 30 days from reschedule announcement) if unable to attend.
See Tickets (Vivendi-owned): UK and international primary seller. Stronger consumer rights compliance than US platforms due to UK CRA 2015. Cancelled events: full refund including booking fees. Material changes (venue, date): refund rights triggered. Generally more compliant with CMA guidance post-COVID enforcement.
The Federal Trade Commission's Junk Fees Rule, effective May 12, 2025, represents the most significant US regulatory intervention in event ticketing. The rule mandates all-in pricing and bans deceptive fee practices.
Core Requirements: (1) Total price including all mandatory fees must be displayed upfront, before checkout. (2) Breakdown of fees (service charges, facility fees, order processing) must be clear. (3) Bait-and-switch tactics prohibited - advertised price must be achievable price. (4) Applies to live event tickets, hotels, short-term rentals.
Ticketmaster/Live Nation lawsuit: FTC filed $16.4B enforcement action alleging systematic deceptive pricing 2019-2024. Complaint details hidden fees averaging 44% of face value, revealed only at checkout after consumers invested time in seat selection. Estimated consumer harm: $16.4B over five years. Projected savings under new rule: $11B over next decade.
BOTS Act Enforcement: Better Online Ticket Sales Act (2016) criminalized use of automated bots to circumvent ticket purchase limits. DOJ prosecutions: Wiseguy Tickets ($31M criminal forfeiture, 2020), Cartels/Canada Bots ($3.7M penalty, 2018). FTC coordinates with DOJ on bot-enabled scalping schemes.
Drip pricing prohibition: Common tactic of showing low initial price, then adding multiple fees during checkout is now banned. Studies show drip pricing increases completed purchases by 21% but harms consumer welfare by obscuring true prices. Behavioral economics research demonstrates consumers systematically underestimate total costs with drip pricing.
State coordination: FTC works with state Attorneys General on enforcement. California, New York, Tennessee, Washington have filed complementary actions. Industry compliance deadline May 12, 2025. Penalties for violations: up to $50,120 per violation under FTC Act Section 5.
The UK provides among the strongest consumer protections for event tickets globally through the Consumer Rights Act 2015 (CRA 2015) and Consumer Contracts Regulations 2013 (CCR 2013). Statutory rights override contract terms.
Consumer Rights Act 2015, Part 1 (Services): Suppliers must perform services with reasonable care and skill, as described, and within reasonable time. For event tickets, cancellation or material changes breach these requirements, triggering refund rights. Consumers entitled to full refund including booking fees within 14 days.
Consumer Contracts Regulations 2013 (implementing EU Distance Selling Directive): 14-day cooling-off period for distance sales (online, phone). Exception: tickets for events on specific dates are exempt from cooling-off rights IF supplier clearly states this before purchase. However, cancellation/material changes override this exception.
Competition and Markets Authority (CMA) COVID-19 enforcement: Investigated multiple platforms for refusing cash refunds during pandemic. Outcomes: CMA secured commitments from Viagogo, StubHub, and others to provide cash refunds, not just credit vouchers. Published guidance: consumers cannot be forced to accept rescheduled dates if materially different.
What constitutes "material change": (1) Different date consumers cannot attend, (2) Different venue significantly less convenient, (3) Reduced capacity affecting experience, (4) Headline performer changed, (5) Format changed (in-person to virtual), (6) Significant amenities removed. Burden on supplier to prove change is not material.
Secondary ticketing regulation: Consumer Rights Act 2015 Section 90 requires resale platforms to display (1) seat location details, (2) face value, (3) any restrictions on resale or use. Viagogo UK enforcement: CMA secured court order 2020 requiring compliance after years of violations. Criminal sanctions possible for breaches.
Small Claims Court (UK): Claims up to £10,000 can be filed online for £25-410 fee depending on amount. No lawyer required. Consumer-friendly process. Success rate high for ticket refund claims where event cancelled/materially changed. Typical timeline: 6-9 months to hearing.
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