TL;DR
Under the Consumer Rights Act 2015, ticket buyers are entitled to a full refund when an event is cancelled or materially changed in a way that defeats the purpose of the contract. Ticketmaster terms and conditions do not override these rights. Where Ticketmaster acts as a primary seller for the event organiser, the refund duty sits with Ticketmaster. Where Ticketmaster acts as a resale platform, the duty can sit with the original ticket holder.
Last reviewed: 2 June 2026
When an event sold through Ticketmaster is cancelled, the legal position in the UK is clear: the buyer is entitled to a full refund including booking fees. When an event is postponed or materially changed, the position is more nuanced and depends on the specific facts. The Consumer Rights Act 2015 sets the floor of legal rights, and Ticketmaster's own terms cannot lawfully override that floor.
Key facts
- The Consumer Rights Act 2015 gives a refund right when goods or services are not as described.
- Cancelled events trigger an automatic refund right covering the full ticket price.
- Postponed events with a new date that the buyer cannot attend may also trigger a refund, depending on facts.
- Booking fees are part of the contract price and refundable when the event is cancelled.
- Section 75 of the Consumer Credit Act 1974 gives credit card buyers an additional claim route.
Cancelled events: full refund including booking fees
When an event is cancelled outright, the Consumer Rights Act 2015 entitles the buyer to a full refund of the ticket price. Ticketmaster's standard terms confirm this in practice and the refund is usually processed automatically within 30 days back to the original payment method. Booking fees are part of the contract price and are refundable alongside the ticket. Where Ticketmaster delays or refuses a cancellation refund without justification, the Competition and Markets Authority has previously taken enforcement action in similar cases against ticketing platforms.
Postponed or rescheduled events: depends on the change
Where an event is postponed and rescheduled to a new date, the Consumer Rights Act 2015 still applies. If the new date materially changes the substance of what was bought (a different headline act, a different venue, a date the buyer could not have committed to), the buyer can argue the contract has not been performed as agreed and seek a refund. Ticketmaster typically offers a refund window on rescheduled events; this is the practical route. Where Ticketmaster declines a refund and the change is material, escalation to the CMA or to the buyer's credit card provider under Section 75 of the Consumer Credit Act 1974 are both possible routes.
Primary versus resale: who owes the refund
Ticketmaster operates two parallel models. Primary ticketing, where Ticketmaster sells the ticket on behalf of the event organiser, sits within the standard Consumer Rights Act framework with Ticketmaster as the trader counterparty. Resale (now branded under specific platform names depending on the market), where Ticketmaster acts as a marketplace between original ticket holders and new buyers, sits in a different legal position with different terms and conditions. When buying a resale ticket, the buyer should check the resale guarantee terms before assuming the same refund protection applies.
Section 75 and chargeback: the credit card route
Section 75 of the Consumer Credit Act 1974 makes a UK credit card issuer jointly and severally liable with the trader for purchases between GBP 100 and GBP 30,000. When Ticketmaster refuses a refund the buyer believes is owed, the credit card provider can be asked to refund the buyer directly. The credit card provider then pursues Ticketmaster. Section 75 applies to credit cards, not debit cards. Debit card buyers can use the Visa or Mastercard chargeback process, which is a contractual scheme rather than a statutory right, and time limits apply (typically 120 days).
Important
This article explains UK consumer law on event ticket refunds in general terms. Specific refund eligibility depends on the facts of the cancellation or change and the precise terms of the ticket purchase. The Citizens Advice consumer service is a free first port of call for individual cases.
Common questions
Can Ticketmaster's terms override my Consumer Rights Act refund right?
No. Statutory rights under the Consumer Rights Act 2015 cannot be excluded by contract terms. A term that purports to do so is unenforceable.
What if I paid with a debit card and Ticketmaster will not refund?
Use the Visa or Mastercard chargeback process through your bank. Time limits apply, typically 120 days from the transaction or the expected event date. Keep all correspondence and screenshots.
Are booking fees refundable when an event is cancelled?
Yes. Booking fees are part of the total contract price and refundable on cancellation.
