Refund and Cancellation Policy

The event sets the refund window

Each organizer decides two things for their own event: whether they offer refunds, and how long before the start the window closes. Most events close the window 48 hours before the start.

The event page tells you before you buy. If you are not sure, look at the event page again before you pay.

How to ask for a refund

Ask from your booking or your tickets. If you bought as a guest, use the link in your confirmation email.

We check your request against the rules on this page and send it to the organizer. You can see the status change from Requested to Completed or Rejected. We keep a record of each step.

What comes back

What you get back depends on who cancelled.

If you ask for the refund: you get the price of the tickets you return, and the tax charged on those tickets. Booking fees and payment fees are not returned. These pay for the service you have already used.

If the organizer or ETicketsGo cancels: you get back the full amount you paid for that booking. That includes the tickets, the tax, and our fees. You did not cancel, so you do not pay our fee for it.

You can return some of your tickets and keep the rest. We never refund more than you paid.

If the organizer cancels the event

You do not need to ask. When an organizer cancels a show, we open a refund for every paid booking on it.

The refund window does not apply. If the organizer has turned refunds off for that event, that does not apply either. The show is not happening, so the money comes back.

You get back the full amount you paid for that booking - the tickets, the tax, and the booking and payment fees. This is the one case where our fees come back, because you are not the one who cancelled.

We tell you that the show is cancelled, and you can see the refund on your booking. A person at the organizer or at ETicketsGo then approves the payment.

If the organizer changes the event

An organizer can move a show to a new time or a new place. If this happens, we tell you. Contact the organizer or contact us if the new time or place does not work for you.

Tickets you have used

A ticket that has been scanned at the gate has been used. You cannot refund it.

Free events

You paid nothing, so there is nothing to refund. Cancel your booking instead.

Cash payments

If you paid cash at the venue, the venue gives the cash back. We cannot refund cash online.

Card disputes

If you dispute a payment with your bank, we follow the process your bank and our payment provider require. We then check the result against our own records.

Questions

Use the form on our contact page. It reaches our support team. Also read our Terms.