Refunding a ticket

If an event is still going ahead as advertised, Ticketlab does not offer refunds. Organisers may offer refunds at their discretion.

There are some exceptions, set out in the Event Organiser Terms, including cancellation and material changes to the event (such as a change of lineup, date or venue). If an event is cancelled, we refund paid tickets automatically and funds should return to the buyer’s account within 5 to 10 days. Ticketlab’s booking fee is not refunded.

If you’re a ticket holder and would like to ask about a refund, contact the organiser from the event page: under Questions about this event?, click message the event organiser. You can also manage your tickets to resend your confirmation email or split tickets between your guests.

If you’re an event organiser and would like to authorise a refund for a paid ticket, please email Ticketlab with the booking reference. You can look up a booking reference by ticket code, name or email with Find a booking on your dashboard. Guest list, offline and free tickets have no payment to refund: you can cancel those yourself from your allocation list.

Please note that we can only refund tickets for your events if your Ticketlab balance has enough funds to cover them. If your balance is less than the refund, you’ll need to refund the customer yourself, in a way you both agree on, such as a bank transfer.