Event or Concert Cancelled? Your Ticket Refund Rights (UK)

You bought tickets, cleared your diary — then the event is cancelled, moved, or you are turned away at the door. Your rights depend on what happened and who you bought from. Here is how to get your money back.

If the event is cancelled

If an event is cancelled, you are entitled to a refund of the face value (and usually the per-ticket service fee). Legitimate primary sellers and members of the self-regulator STAR will refund automatically or on request — you do not have to accept a credit note if you want cash.

If it's rescheduled or moved

• Rescheduled: you can normally choose to attend the new date or get a refund if you cannot make it — check the seller's terms, which must be fair.
• Significantly changed (different venue far away, headliner dropped): that can amount to the event not being "as described", giving you a refund right.

Refused entry or invalid tickets

If you were refused entry through no fault of your own — for example tickets bought on a resale site turned out to be invalid or duplicated — you have a claim against the seller. Reputable resale platforms offer guarantees; push them, and use your card protections.

Use your card protections

If the seller will not refund or has gone bust, a credit card payment over £100 gives you a Section 75 claim; debit cards (or amounts under £100) may allow a chargeback.

A refund letter template

Dear [Ticket seller],

Re: Booking [reference] — refund request

The event on [date] was [cancelled / rescheduled to a date I cannot attend / not
as described / my valid tickets were refused]. I request a full refund of the
face value and fees, £[amount].

Please refund within 14 days. If you do not, I will pursue a Section 75 or
chargeback claim through my card provider.

Yours faithfully,
[Your name and contact details]

Buy from official primary sellers or STAR members where you can, keep your confirmation, and lean on Section 75 if a seller folds. Cancelled means refund — not a voucher you never asked for.