When a ticketing platform refuses to issue a refund -- or simply stops responding -- your bank can be a powerful ally. The chargeback process allows you to dispute a transaction and potentially get your money back through your card provider. Here is how it works for ticket purchases in the UK.
This article is general guidance only and does not constitute legal or financial advice. Contact your bank or a financial adviser for help with specific disputes.
What is a chargeback?
A chargeback is a process where your bank reverses a card payment on your behalf. It is available for both debit and credit card transactions. Unlike Section 75 (which only applies to credit cards), chargeback covers all card types including Visa Debit, Mastercard, and American Express.
Chargebacks are not a legal right in the same way as Section 75 -- they are part of the card network's rules (Visa, Mastercard, etc.). However, banks are generally obligated to process legitimate chargeback requests.
When can you use chargeback for tickets?
You can typically raise a chargeback in the following situations:
- Event cancelled, no refund received -- The service you paid for was not provided.
- Event postponed and you cannot attend -- The service was not provided on the agreed date.
- Fraudulent transaction -- Someone used your card details without your permission.
- Goods not as described -- The event or tickets were significantly different from what was advertised.
- Duplicate charge -- You were charged twice for the same order.
- Ticket never received -- You paid but the tickets were never delivered.
Time limits
There are strict time limits for chargebacks. For Visa and Mastercard, you generally have 120 days from the date of the transaction or the date you became aware of the problem. For events, the clock usually starts from the date the event was supposed to take place (not the date you bought the ticket), which gives you more time.
Do not delay. The sooner you contact your bank, the better your chances.
Step-by-step chargeback process
- Try the merchant first -- Banks will ask if you have tried to resolve the issue directly with the ticketing platform. Contact the platform in writing and keep proof of your attempts. If they do not respond within 14 days, or refuse your request, you have grounds to proceed.
- Contact your bank -- Call your bank's customer service line or use their online dispute form. Tell them you want to raise a chargeback. Some banks have a dedicated disputes team.
- Provide evidence -- Your bank will ask for documentation. Gather the following before you call:
- Proof of purchase (order confirmation, receipt)
- Evidence the event was cancelled or postponed
- Copies of your communication with the platform
- Screenshots of the platform's refund policy
- Wait for the process -- The bank will contact the merchant's bank. The merchant has a chance to respond and contest the chargeback. This process typically takes 4 to 8 weeks, though it can take longer.
- Receive the outcome -- If the chargeback is successful, the funds will be returned to your account. If it is unsuccessful, you can appeal or explore other options such as Section 75 or the Financial Ombudsman.
Tips for a successful chargeback
- Be specific about the reason -- Use the correct chargeback reason code. Your bank can help with this, but "services not rendered" or "goods not received" are common ones for tickets.
- Keep all communication -- Every email, screenshot, and chat log strengthens your case.
- Do not accept partial refunds unless you are satisfied -- If a platform offers a partial refund but you are owed the full amount, you can still pursue a chargeback for the difference.
- Be patient but persistent -- The process takes time. Follow up with your bank if you have not heard anything after the expected timeframe.
Chargeback vs Section 75
If you paid by credit card and the ticket cost between £100 and £30,000, you may have a stronger claim under Section 75 of the Consumer Credit Act 1974. Section 75 is a legal right, whereas chargeback is a card network process. You can pursue both simultaneously -- there is no rule against it.
What about platforms that cooperate?
It is worth noting that many reputable platforms handle refunds without the need for bank disputes. At Tickts, we work directly with organisers to ensure refunds are processed promptly when events are cancelled. Our zero-fee model also means you get back exactly what you paid -- there are no hidden booking fees to argue about.
Summary
If a ticketing platform will not refund you, your bank can step in through the chargeback process. Act quickly, gather your evidence, and be clear about why you are disputing the charge. It is not a guaranteed win, but it is one of the most effective tools available to UK consumers.
