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.

To claim a refund, the cardholder just needs to fill out the form here. There are a few things that aren’t covered by the guarantee though, so be sure to check the exclusions below 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 All Ticketmaster Theatre including 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. Please be aware that if an event does sell out, an exchange won't be available. 
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