How to get a refund from Ticketmaster for a cancelled event
If an event you bought tickets for through Ticketmaster is cancelled, you're usually entitled to a full refund. Don't let confusing policies or delays stop you from getting your money back. This guide explains your rights and the steps to take.
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Your rights
Under the Consumer Rights Act 2015, if a service you've paid for, such as an event ticket, is cancelled and not provided, you are entitled to a refund. Ticketmaster's Purchase Policy states that for cancelled events, you will be refunded the sale price of the tickets or packages. However, Ticketmaster also states that service charges may be non-refundable, and order processing fees may not be refunded if tickets were already dispatched or delivered. Citizens Advice notes that you usually only receive the face value of the ticket back.
Step by step
- 1Check your Ticketmaster account for cancellation updates. Ticketmaster usually notifies ticket holders directly via email and updates the event status in your online account. For cancelled events, Ticketmaster states that no action is required from you to obtain a refund, as it is processed automatically once funds are received from the event organiser.
- 2Wait for the automatic refund. Ticketmaster states that refunds for cancelled events are processed automatically to your original payment method once they receive funds from the event organiser. If you had physical tickets, Ticketmaster's purchase policy states that unused tickets must be received within 28 days from the date of the cancelled event for accounting purposes. Follow any specific instructions provided by Ticketmaster if they require you to return tickets.
- 3If you do not receive your refund within a reasonable timeframe, or if Ticketmaster notifies you that action is required, contact Ticketmaster customer service. You can use their online help centre, or if you need to make a formal claim, apply in writing to Ticketmaster Customer Services, PO Box 798, Manchester, M60 1WU. Keep a record of all correspondence.
- 4Initiate a chargeback with your bank or credit card provider if Ticketmaster fails to provide a refund after a reasonable period. Explain that you paid for a service that was not delivered, providing all relevant documentation like purchase confirmation and cancellation notices.
What they'll say, and your comeback
“We're experiencing high volumes, refunds will take longer than usual.”
Comeback, I understand there may be delays, but my rights under the Consumer Rights Act 2015 entitle me to a refund within a reasonable timeframe. Please provide an updated, specific date for when I can expect my refund.
“Booking fees are non-refundable, as they cover administrative costs.”
Comeback, While Ticketmaster's policy states some service or processing fees may be non-refundable, the Consumer Rights Act 2015 entitles me to a refund for a service not provided. I expect a full refund, including all fees, as the entire contract was unfulfilled. Please explain why these specific fees are exempt.
What actually happens
In practice, getting a refund from Ticketmaster for a cancelled event usually means receiving the ticket's face value. While the Consumer Rights Act suggests a full refund, Ticketmaster's policy and Citizens Advice indicate service and processing fees may not always be returned. For cancelled events, refunds are often automatic once Ticketmaster receives funds from the event organiser, so no immediate action is needed from you. If the event is rescheduled and you request a refund, expect it within 5-7 business days after approval. If you have physical tickets, return them within 28 days of the cancelled event. If an automatic refund doesn't appear or is incomplete, contacting customer service or sending a written claim to their Manchester PO Box is the next step. Chargebacks are a final resort for non-delivery of service. Resale tickets are typically not eligible for refunds.
FAQ
What if the event is rescheduled instead of cancelled?
If an event is rescheduled, your original ticket usually remains valid for the new date. If you cannot attend the new date, Ticketmaster states you can request a full refund via your Ticketmaster account. Refunds for approved requests for rescheduled events should appear on your account within 5-7 business days, depending on your bank's processing time.
How long does a Ticketmaster refund usually take?
For cancelled events, Ticketmaster states that refunds are processed automatically once funds are received from the event organiser. There is no specific timeframe given for this, but it typically takes several weeks. For refunds requested for rescheduled events, Ticketmaster says these should appear on your account within 5-7 business days once approved.
Can I get a refund for resale tickets?
Ticketmaster states that resale tickets or tickets received by transfer are not available for refund. Citizens Advice also confirms that you are unlikely to get a refund if you bought from a resale site or private seller.
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-09-28.