When an event organiser or ticketing platform refuses to give you a refund you are entitled to, your bank or credit card provider can help. The chargeback process and Section 75 claims are two powerful tools that allow you to recover your money through your payment provider rather than relying on the seller. Here is how they work and when to use each one.
What is a chargeback?
A chargeback is a process where your bank or card provider reverses a transaction and returns the money to your account. It is available for both debit and credit card payments. Chargeback is operated by the card networks (Visa, Mastercard, American Express) and is not a statutory legal right, but rather a set of rules that participating banks and merchants agree to follow.
For event tickets, you can typically request a chargeback when:
- The event was cancelled and no refund was provided
- The tickets were never delivered
- The tickets were fraudulent or counterfeit
- The service was significantly not as described
- The seller has become insolvent and cannot process refunds
What is Section 75?
Section 75 of the Consumer Credit Act 1974 is a UK statutory right that applies specifically to credit card purchases (not debit cards) where the item or service cost between £100 and £30,000. Under Section 75, your credit card provider is jointly and severally liable with the seller for any breach of contract or misrepresentation.
This is stronger than a chargeback because it is a legal right, not just a card network process. Your credit card provider cannot simply refuse a valid Section 75 claim. It also applies even if only the deposit was paid on credit card, as long as the total cost of the item falls within the £100 to £30,000 range.
Chargeback vs Section 75: which should you use?
| Feature | Chargeback | Section 75 |
|---|---|---|
| Card type | Debit and credit cards | Credit cards only |
| Minimum amount | No minimum | £100 |
| Maximum amount | No maximum (card limit applies) | £30,000 |
| Legal basis | Card network rules (voluntary) | Consumer Credit Act 1974 (statutory) |
| Time limit | 120 days from awareness of issue (Visa/Mastercard) | 6 years from breach |
| Can be contested by seller | Yes | No (if claim is valid) |
In general, use Section 75 for credit card purchases over £100 because it is a stronger legal right. Use chargeback for debit card payments, credit card payments under £100, or as a quicker alternative when Section 75 might take longer to process.
How to request a chargeback: step by step
1. Try to resolve it with the seller first
Banks expect you to have made a reasonable attempt to get a refund directly from the organiser or ticketing platform before initiating a chargeback. Keep evidence of your attempts, including emails and any responses (or lack of response).
2. Contact your bank
Call your bank's customer service line or use their online dispute process. Explain that you would like to initiate a chargeback. You will need to provide:
- Transaction date and amount
- The merchant name as it appears on your statement
- A description of the problem (cancelled event, no refund, etc.)
- Evidence of your attempts to resolve it with the seller
- Any supporting documents (cancellation notice, terms and conditions, correspondence)
3. Wait for the process to complete
Your bank will contact the merchant's bank and request a reversal. The merchant has a right to contest the chargeback, which can extend the process. Typical timelines are 30 to 90 days, though it can take longer if the case is disputed. Many banks will apply a temporary credit to your account while the chargeback is being processed.
4. Respond to any follow-up requests
If the merchant contests the chargeback, your bank may come back to you for additional information. Respond promptly and provide any evidence requested.
How to make a Section 75 claim
The process is similar but slightly more formal:
- Contact your credit card provider and state you wish to make a claim under Section 75 of the Consumer Credit Act 1974
- Provide the transaction details and your evidence of the breach of contract
- The card provider must investigate and respond. There is no set timeframe, but if you do not receive a satisfactory response within eight weeks, you can escalate to the Financial Ombudsman Service
Important time limits
For chargebacks, Visa and Mastercard generally allow 120 days from the date you became aware of the problem (not the transaction date). For Section 75 claims, you have up to six years from the breach of contract, which gives you much more time. Do not delay, however, as earlier claims are generally easier to support with evidence.
Common mistakes to avoid
- Not attempting a refund first. Banks want to see you tried the direct route.
- Missing the chargeback deadline. The 120-day window is strict for chargebacks.
- Accepting vouchers instead of a refund. If you accept a voucher or credit note, you may lose your right to a chargeback, as the bank could argue you accepted an alternative resolution.
- Not keeping records. Save every email, screenshot every webpage, and note every phone call.
For broader guidance on getting your money back from events, see our guide to refunds for cancelled events and our guide to small claims court if you need to go further.
Disclaimer: This guide provides general information about chargebacks and Section 75 claims in the UK. It is not legal or financial advice. For advice specific to your situation, contact Citizens Advice, your bank, or a qualified professional.
