We now have a fan guarantee for our customers, where we can offer a 24-hour cooling off period. This means you can cancel and refund, or exchange your order if you change your mind within 24 hours of booking with us.

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 or exchanges are not available for any bookings made through any partner sites, including All Ticketmaster Theatre including West End shows.
• Fan Guarantee does not apply to VIP tickets, deposit schemes/instalment plans or events where you pick a specific time slot.
• Refunds are not available on bookings within 14 days of the event.
• Refunds are not available for Deposit-payment tickets, Collector tickets or VIP tickets.
• Refunds aren’t available if tickets have been resold. If you have listed your tickets for resale, please cancel the listing before filling in the Fan Guarantee form.
• You can request up to three refunds in a calendar year.
• We’ll refund the value of your order minus the service charge and handling 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 only 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. 

If you are eligible for a fan guarantee refund please submit a request through your Ticketmaster account, find out how on our 'How to Contact Us' page.

If you are outside of the Fan Guarantee 24-hour cooling off period, you could always sell your tickets to another fan for no more than the price you paid. You can do this on our ticket exchange – all you need is a Ticketmaster account to get started and we’ll do the rest. Refer to our FAQ page for more information. Please note that not all events are eligible for resale.