Cancellation and Refund Policy

Placing an order on World Ticket Market sends an order request. Tickets are supplied by external ticket suppliers, and an order is confirmed only when the supplier has confirmed the booking and we have notified you that your order is confirmed.

Until then, the order is still being processed. Payment and fulfilment are tracked separately: your order page shows the payment status and the fulfilment status as two different facts, so you can see whether a payment has been recorded and whether the tickets have been secured.

If you change your mind before your order is confirmed, contact us as soon as possible using the details in the panel at the end of this page, and quote your order reference.

• If the supplier has not yet confirmed the booking, we will try to stop the order.
• If an order is not confirmed, no ticket has been supplied to you, and any amount taken for that order is returned.
• If the supplier confirms the booking before your request can be acted on, the order is treated as confirmed and the rules in the next section apply.

Event tickets are issued for a specific event on a specific date. Once an order is confirmed, the supplier has committed the tickets to you, and in general a confirmed order cannot be cancelled by the customer or exchanged for a refund.

This is subject to the applicable terms of the ticket supplier and the event organizer, which in some cases allow a cancellation or exchange, and to any mandatory consumer law that gives you a right to cancel (see Statutory consumer rights). If you believe an exception applies to your order, send us a request and we will check it with the supplier.

Each ticket is subject to the conditions of the supplier that provides it and of the organizer that issues it. These can restrict cancellation, exchange, transfer, resale and refunds, and they can differ from one event, venue or ticket category to another.

Where a supplier or organizer decides whether a refund or exchange is available, we cannot override that decision, but we will present your request, pass on the outcome and explain it to you.

An event is cancelled when the organizer announces that it will not take place and no replacement date is set. In that case, your order becomes eligible for a refund review.

Eligibility and the refundable amount depend on the event organizer's and ticket supplier's applicable terms, the order status and mandatory law. We will contact the supplier, tell you what applies to your order, and pass on the refund that applies under those terms.

An event is postponed when it is moved to a later date, or when the original date is suspended and a new date is expected. A postponed event is not a cancelled event.

• In most cases, your tickets remain valid for the new date.
• A refund is generally not available only because an event was postponed, unless the organizer or supplier offers one, or mandatory law requires it.
• If a postponed event is later cancelled, the rules for cancelled events apply.

If the organizer offers refunds or exchanges for a postponed event, we will tell you how to request one and by when, as set by the organizer or supplier.

Organizers sometimes move an event to a different venue, or occasionally to a different city. Your tickets usually remain valid for the event at its new location, and the organizer or supplier may reallocate seats.

Whether a change of venue or city gives a right to a refund depends on the organizer's and supplier's terms and on mandatory law. Where a significant change is announced, contact us and we will tell you which options apply to your order.

An event may be held behind closed doors, or with a restricted capacity, because of a decision by the organizer, a league, a sports body or a public authority.

• If you are not allowed to attend at all, the organizer or supplier normally treats your tickets in the same way as for a cancelled event, under their terms.
• If attendance is restricted to certain groups, such as season-ticket or club members, the organizer's rules decide who can attend and how other tickets are handled.

We will tell you what the supplier confirms for your order and pass on any refund or credit that applies.

Where the ticket category you ordered cannot be supplied, the supplier may supply tickets in an equivalent or better category, for example a comparable or improved seating area. This is described in our Ticket and Event Terms.

• An equivalent or better category is generally not a reason for a refund or a price adjustment.
• If you receive tickets in a lower category than you ordered, contact us. Whether you are entitled to a refund of the difference, or another remedy, depends on the supplier's terms and mandatory law.

If the event takes place as planned but you cannot attend, for example because of a cancelled or delayed flight, other travel disruption, illness, a change in personal plans or a refused visa, this is not in itself a ground for cancelling a confirmed order or receiving a refund.

Some suppliers or organizers may allow an exchange or a transfer to another attendee, and we will check this on request. You may wish to consider travel insurance that covers event tickets; we do not offer or recommend any particular insurer.

Once tickets have been delivered to you, you are responsible for keeping them safe. A ticket that is lost, stolen, damaged, shared or copied can often not be reissued, and a duplicated barcode may be rejected at the entrance, including the original.

Contact us straight away if this happens. We will ask the supplier whether a replacement or reissue is possible. If it is, the supplier may charge for it or set conditions. A refund is not normally available for a ticket that was lost, stolen or duplicated after delivery, unless mandatory law provides otherwise.

World Ticket Market is a marketplace and not the organizer of the events listed. When a refund is due because of an event change, the money normally has to be recovered through the ticket supplier, which in turn may depend on the organizer.

We will handle your request with the supplier, keep you informed of its progress, and pass on to you the refund that applies to your order. Where mandatory law requires us to refund you directly, we will do so.

An order can include the ticket price and, where shown at checkout, fees and delivery charges. Whether each component is refundable depends on the reason for the refund, the supplier's and organizer's terms, and mandatory law.

• When a refund is approved, we will tell you which components of your order are included.
• Costs you incurred outside your order, such as travel, accommodation or visa costs, are not part of your order and are not refunded by us.

Refunds are made in the currency in which the order was charged. If your bank or card issuer converted the payment into another currency, it will convert the refund too, and the rate it uses at that time may differ from the original rate.

Differences caused by exchange rates, or by fees your bank or card issuer charges for conversion or international payments, are outside our control and are not compensated by us.

Approved refunds are returned to the payment method used for the order. If that is no longer possible, for example because the card has expired or the account has closed, we will contact you to agree another way, and we may ask you to verify that you are the person who paid.

The time a refund takes depends on how quickly the supplier and organizer process it, and on the payment provider and your bank or card issuer. For organizer-led refunds after a cancellation, this can take some time.

We will tell you the expected timing for your order when it is known, and update you if it changes.

To assess a request, we or the supplier may ask for information such as:

• your order reference and the email address used for the order
• confirmation that the tickets were not used, transferred or resold
• the return of physical tickets or reusable membership cards, where the order instructions require it
• screenshots, photos or messages showing a problem with delivery or entry
• any official announcement about the event change

Please send only what is needed for your request. See our Privacy Policy for how we handle this information.

If something has gone wrong with your order, please contact us first. Many problems can be resolved quickly once we know about them, and we can often act faster than a card dispute process.

You keep any right you have to dispute a payment with your bank or card issuer. If a payment is disputed, we may need to suspend delivery or use of the related tickets while the dispute is investigated, where the law permits. We will provide the payment provider with the facts of the order, and we will respect the outcome of the dispute process.

In many countries, the statutory right to withdraw from a purchase made online does not apply to tickets for leisure, sporting or cultural events held on a specific date. Whether such an exception applies to you depends on the law that governs your purchase.

1. Step 1

   Find your order

   Open My orders and note the order reference and the current status.

2. Step 2

   Contact us

   Use the contact details in the panel at the end of this page, from the email address used for the order where possible.

3. Step 3

   Describe the request

   Say what you are asking for (cancellation, refund or exchange), why, and attach any supporting documents.

We will acknowledge your request, check it with the supplier where needed, and tell you the outcome and the reasons for it.

If you disagree with the outcome of a request, reply to us and ask for it to be reviewed, explaining why. The review will take into account any new information you provide.

If the matter is still not resolved, you may be able to contact a consumer protection authority or an alternative dispute resolution body in your country, where one is available. This does not affect your right to bring a claim before a competent court.