If you meet the below criteria and are looking for an exchange, we strongly recommend you book the tickets you want first and request a refund. As tickets are subject to availability and it is possible that the tickets that you want to exchange to may sell.
We now have a fan guarantee for our customers, where we can offer a 72 hour cooling off period. This means you can cancel and refund your order if you change your mind within 72 hours of booking with us.
Fill out this form to request a refund under our Fan Guarantee! There are a few things that aren’t covered though, so be sure to check this list of exclusions before putting in a request:
  • Refunds are not available for any bookings made for the BBC Biggest Weekend 2018
  • Refunds are not available for any bookings made through any partner sites, including Ticketmaster Theatre for West End shows.
  • Refunds are not available on bookings made within 14 days of the event.
  • Fan Guarantee does not apply to VIP tickets, deposit schemes/instalment plans or events where you pick a specific time slot.
  • You can request up to three refunds in a calendar year.
  • We’ll refund the full value of your order unless the tickets have been posted. If they have, we’ll retain the delivery fee.
  • We can only cancel the tickets themselves – if you added any extras to your order like insurance or collector tickets, you’ll still be charged for these.
  • We can offer exchanges for tickets in the same price bracket or higher, subject to a £5 admin fee per booking.


For security reasons, we can only respond to emails submitted by the card holder
Please enter your Email Address*
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Please give us the name on the booking as any other names you may go by can cause confusion.
Please confirm if you’d like a refund or exchange*
A member of our customer service team may need to call you to process the exchange – subject to availability
Mobile Number
Booking Reference (The reference will look like this 12-34567/uk1)*
Event Name*
Event Venue*
Event Date*
Contact Purchase Date*
Last 4 digits of Purchase Card*
Question*
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