Event Ticket Refund Rights

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.

$16.4B
Ticketmaster Fees 2019-2024 (FTC Lawsuit)
44%
Hidden Fees (of ticket face value)
May 12, 2025
FTC Junk Fees Rule Effective Date
$11B
Consumer Savings (next decade)

Overview

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) bans hidden fees, requiring all-in pricing upfront. UK's Consumer Rights Act 2015 provides automatic refund rights for canceled or materially changed events. Know your rights to get your money back.

Canceled Events

Strong Refund Rights

US Automatic Refund:95%+ Success
UK Consumer Rights Act:100% Guarantee
Typical Timeline:30 days to payment method

US Policy

Ticketmaster: "If event is canceled, no action required to obtain refund, issued to original payment method within 30 days." Applies to primary purchases and most official resale platforms.

Secondary Market (StubHub/Viagogo): 120% credit or full refund policy for canceled events. StubHub (Oct 2025): "If event remains postponed 1 year without rescheduling, treated as canceled, refunds initiated."

UK Consumer Rights Act 2015

Automatic refund right under Section 54 - service not provided. Ticket seller MUST refund, no exceptions. CMA enforcement: Refusal to refund is illegal. If denied, file Section 75 chargeback (credit card) or report to Trading Standards/CMA.

Real Example: Taylor Swift Vienna (August 2024)

Three Vienna concerts (195,000 total capacity) canceled due to foiled terror plot. All ticketholders received full refunds within 10 days. StubHub provided 120% voucher per policy. However, international travelers lost non-refundable flights/hotels - ticket insurance would have covered these costs.

Important: Travel Costs

Ticket refunds only cover the ticket cost. If you booked flights, hotels, or transportation, those are generally NOT refunded unless you purchased ticket insurance or your credit card includes event protection. Always consider insurance for expensive travel to distant events.

Postponed & Rescheduled Events

Postponed (No New Date)

  • Definition: Event delayed, new date NOT announced
  • US: Tickets valid until rescheduled/canceled. No set time limit.
  • UK: If >6-12 months, treat as canceled under CRA
  • Abuse: Some organizers use "postponed" indefinitely to avoid refunds
  • Action: After 1 year, demand refund citing unreasonable delay

Rescheduled (New Date Set)

  • Definition: New date/venue confirmed
  • US: Tickets valid for new date. Some organizers offer refund option.
  • UK: Refund required if "material change"
  • Material Change: Date prevents attendance, venue moved, headliner changed
  • Action: Check account for refund window, request if can't attend

Material Change Definition (UK)

Under UK Consumer Rights Act 2015 Section 50, pre-contract information (date, venue, lineup) becomes binding. Changes to "material terms" entitle automatic refund:

✅ Material Changes

  • Venue moved to different city/region
  • Date changed preventing attendance
  • Headliner canceled/replaced
  • Festival: 30-50%+ lineup change
  • Seated to standing (or vice versa)
  • In-person to online/streaming

❌ NOT Material

  • Time change by 1-2 hours
  • Same day of week, slightly different time
  • Venue in same city, similar capacity
  • Supporting act changed (not headliner)
  • Seat moved within same section/tier

What to Do if Rescheduled

  1. Check Your Account: Log into ticket platform immediately. Many organizers offer 30-day refund window for rescheduled events.
  2. Assess Material Change: Is new date/venue/lineup significantly different from original? Document differences.
  3. Request Refund (If Eligible): Email citing inability to attend or material change. UK: Cite CRA Section 50.
  4. Resell if No Refund: Use authorized resale platform (Ticketmaster Resale, Twickets, StubHub) to recover cost.
  5. Escalate if Denied: US: FTC complaint, chargeback. UK: Section 75 claim, CMA complaint, Trading Standards.

Platform Refund Policies

Ticketmaster / Live Nation

  • Canceled: Automatic refund within 30 days, no action required
  • Postponed: Tickets valid until rescheduled or canceled. No set time limit.
  • Rescheduled: Tickets valid for new date. Some organizers offer refund option (check account).
  • Moved Venue: Tickets valid. Refund option if organizer provides.
  • Note: FTC sued (Sept 2025) for $16.4B hidden fees, up to 44% of ticket cost

StubHub

  • Canceled: 120% credit or full refund (your choice)
  • Postponed >1 Year: Treated as canceled, automatic refund (Oct 2025 policy)
  • Rescheduled: Tickets valid for new date, no automatic refund
  • Invalid Tickets: Comparable replacement or 120% refund
  • Reliability: Generally honors policy but customer service issues documented

Viagogo

  • Canceled: 120% credit or full refund (if not rescheduled)
  • Rescheduled: Tickets valid for new date, refunds NOT offered per policy
  • Invalid Tickets: Comparable tickets or full refund
  • Warning: Poor customer service, many complaints about denied refunds. Pursue chargeback if issues.
  • UK CMA: Court order (2018) required pricing/disclosure improvements after violations

AXS / SeatGeek / Eventbrite

  • Policies Similar to Ticketmaster: Automatic refunds for cancellations
  • Event Organizer Controlled: Refund options for rescheduled events vary by organizer
  • Check Platform Help: Policies differ slightly, review specific platform terms

FTC Junk Fees Rule & Enforcement

Effective May 12, 2025

All-In Pricing Required: Must show TOTAL price including all mandatory fees from first display

Banned: Bait-and-switch (showing $50, charging $72 at checkout)

Saves Consumers: 53 million hours/year, $11 billion over decade

Penalties: Up to $51,744 per violation, refunds/restitution, injunctions

September 2025 FTC vs Ticketmaster/Live Nation

Key Allegations

  • Hidden Fees up to 44% of ticket face value
  • $16.4 billion in fees collected 2019-2024
  • Deceptive Pricing: Advertised $50 tickets cost $72+ at checkout
  • BOTS Act Violations: Coordinated with brokers to harvest tickets via bots, resold at markups

August 2025 FTC vs Ticket Broker (BOTS Act)

  • 379,776 tickets purchased using illegal bot tactics (1 year)
  • $57 million cost, resold for $64 million
  • Targeted high-demand events (Taylor Swift Eras Tour)
  • Penalties: Monetary fines, permanent industry ban, consumer restitution

What This Means for You

Tickets Purchased BEFORE May 12, 2025:

If you experienced hidden fees (not disclosed upfront), you can:

  1. File FTC Complaint: ftc.gov/complaint - cite deceptive pricing, attach screenshots
  2. Join Class Actions: Search "[Platform] hidden fees class action" for active lawsuits
  3. Chargeback: "Services not as described" if fees weren't disclosed (60-120 day window)

Tickets Purchased AFTER May 12, 2025:

If seller violates Junk Fees Rule (shows separate fees, not all-in price):

  1. Screenshot Violation: Capture evidence of non-compliant pricing
  2. File FTC Complaint: Immediate reporting helps enforcement
  3. State AG: Most states enforce consumer protection concurrently
  4. Chargeback: Cite FTC Junk Fees Rule violation
  5. Legal Action: Small claims citing FTC Act violation

UK Consumer Rights Framework

Consumer Rights Act 2015

  • Section 49: Service performed with reasonable care and skill
  • Section 50: Pre-contract information binding (date, venue, lineup)
  • Section 52: Service within reasonable time (applies to indefinite postponements)
  • Section 54: Right to repeat performance or refund. If impossible (canceled), full refund required.

Section 75 Consumer Credit Act

Most Powerful UK Consumer Protection: If you paid by credit card (£100-£30,000), the card issuer is JOINTLY LIABLE with ticket seller for breaches.

How to Use Section 75

  1. Try Ticket Seller First: 14-day deadline for refund
  2. File Section 75 Claim: Email card issuer citing CRA breach, attach evidence
  3. Card Issuer Investigates: Must respond within 8 weeks (FCA rules)
  4. If Denied: Appeal to Financial Ombudsman Service (free, binding on card issuer)

CMA Enforcement

  • Viagogo Court Order (2018): Required all-in pricing, face value disclosure, resale restrictions
  • Ongoing Investigations: Monitoring refund denials, "postponed" vs "canceled" abuse
  • Report Violations: cma.gov.uk - Multiple complaints trigger enforcement

Secondary Ticketing Regulations 2018

Resale platforms (StubHub, Viagogo) MUST provide:

  • Face value of ticket
  • Seat location
  • Any restrictions on use/resale
  • Seller information
  • Penalty: £5,000 per breach, Trading Standards enforcement

Secondary Market Protections

✅ Buyer Guarantees

  • Canceled events: 120% credit or full refund
  • Invalid tickets: Comparable replacement or refund
  • Postponed >1 year: Refund (StubHub policy)
  • Can't access event: Full refund + 120%

⚠️ Risks & Limitations

  • Customer service difficulties (Viagogo especially)
  • Refund denials despite policy language
  • Travel costs NOT covered (ticket only)
  • "Comparable" replacement may be worse seats
  • Rescheduled events: No refund (tickets valid)

How to Get Secondary Market Refund

  1. Document Immediately: Screenshot cancellation announcement, order page, all emails
  2. Wait 30 Days: Automatic refunds typically within 30 days for cancellations
  3. Contact Customer Service: If no refund, email citing guarantee policy, demand cash refund (not credit)
  4. Escalate if Denied:
    • Chargeback: 60-120 days, "services not provided," 70-80% success if documented
    • PayPal Dispute: 180 days, "item not received," easier than chargeback
    • FTC (US) / CMA (UK): File complaint citing policy violation
    • Social Media: Tweet @StubHub / @viagogo with order #, often faster response
  5. Small Claims (Last Resort): $500+ tickets, breach of contract, cite guarantee policy

When to Avoid Secondary Market

  • High-value tickets ($500+) - refund fight risk too high
  • Events with cancellation risk (outdoor, winter, pandemic)
  • Tours 12+ months in advance (higher reschedule likelihood)
  • Safer: Primary market, credit card with event protection, ticket insurance

Event Ticket Refund Calculator

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Frequently Asked Questions

What's the difference between a canceled, postponed, and rescheduled event?

How does the FTC Junk Fees Rule affect ticket prices and refunds?

Are StubHub and Viagogo refunds reliable for canceled events?

What refund rights do I have under UK Consumer Rights Act for event tickets?

Evaluate Your Ticket Refund Rights

Use our calculator to assess your refund eligibility based on event status, jurisdiction, and purchase source.

Calculate Refund Eligibility