Finding out that an event you have been looking forward to has been cancelled is frustrating. Whether it is a music festival, a theatre show, or a sporting fixture, the first question on most people's minds is the same: how do I get my money back? The good news is that UK law is firmly on your side when an event does not go ahead. Here is what you need to know and do.
Your legal rights when an event is cancelled
Under the Consumer Rights Act 2015, when you buy a ticket for an event, you are entering into a contract for a service. If the event organiser cancels, they have failed to deliver the service you paid for. That means you are entitled to a full refund, including any booking fees you were charged at the point of purchase.
This applies regardless of the reason for cancellation. Whether the organiser cites poor ticket sales, a venue issue, or any other cause, your right to a refund stands. The organiser cannot force you to accept credit, vouchers, or a transfer to another event as a substitute for a cash refund, although they may offer these as options alongside a refund.
It is worth noting that some organisers try to hide behind their own terms and conditions. Terms that attempt to exclude refunds on cancelled events are generally considered unfair under the Consumer Rights Act 2015 and are unlikely to be enforceable.
Step one: contact the ticketing platform
Your first point of contact should be whoever you bought the ticket from. If you purchased through an online ticketing platform, start there. Most reputable platforms have a clear refund process for cancelled events and will process your refund automatically or upon request.
When you contact them, have the following ready:
- Your order confirmation or booking reference number
- The date of purchase and amount paid
- The name and date of the cancelled event
- Your preferred refund method (original payment method is standard)
Many platforms will issue refunds within 5 to 10 working days. If the platform tells you to contact the organiser directly, that is fine as a first step, but remember that the platform also has a responsibility if they processed your payment.
Step two: contact the event organiser
If the ticketing platform directs you to the organiser, or if you bought tickets directly, write to the organiser by email. Keep your communication polite but firm, and reference your legal right to a refund under the Consumer Rights Act 2015. Put a clear deadline on your request, such as 14 days.
Keep copies of all correspondence. If the organiser has social media accounts, you can also try contacting them there, but always follow up in writing so you have a paper trail.
Step three: escalate if you do not hear back
If the organiser is unresponsive or refuses a refund, you have several escalation routes:
Credit card chargeback or Section 75 claim
If you paid by credit card and the transaction was over £100 (and under £30,000), you may be able to make a claim under Section 75 of the Consumer Credit Act 1974. This makes your credit card provider jointly liable for the breach of contract. Contact your card issuer and explain the situation. For more on this process, read our guide to chargebacks for event tickets.
If you paid by debit card, you can still request a chargeback through your bank. Chargeback is not a legal right in the same way as Section 75, but it is a well-established process that Visa and Mastercard both support. Most banks will pursue a chargeback if you can show the service was not provided.
PayPal buyer protection
If you paid via PayPal, open a dispute through the PayPal Resolution Centre within 180 days of the transaction. PayPal's buyer protection policy covers situations where you paid for a service that was not delivered.
Small claims court
As a last resort, you can take the organiser to small claims court. In England and Wales, you can claim up to £10,000 through the small claims track. The process is straightforward and can be started online through the Money Claims Online service. Court fees start from around £35 for smaller claims. For a full walkthrough, see our guide to small claims court for ticket disputes.
How long should a refund take?
There is no specific statutory timeframe for refunds on cancelled events, but the Competition and Markets Authority (CMA) has stated that refunds should be processed promptly. A reasonable expectation is within 14 to 30 days of the cancellation announcement. If you are still waiting after 30 days with no communication, it is time to escalate.
What about booking fees and delivery charges?
You are entitled to a refund of the full amount you paid, which includes booking fees, delivery charges, and any other surcharges. The organiser or platform cannot deduct an "administration fee" from your refund for a cancelled event. If they try, push back and cite the Consumer Rights Act 2015.
What if the organiser has gone into administration?
If the event organiser or company has gone into administration or become insolvent, getting a refund becomes more difficult. You will typically need to register as a creditor with the appointed administrator. In practice, unsecured creditors (which includes ticket holders) often receive little or nothing from insolvency proceedings.
This is where paying by credit card is particularly valuable. Section 75 claims can still succeed even if the company you paid has gone bust, because the claim is against your credit card provider, not the failed company.
Tips to protect yourself for future bookings
- Always pay by credit card for event tickets over £100 where possible
- Buy from reputable ticketing platforms with clear refund policies
- Consider event ticket insurance for high-value bookings
- Keep all confirmation emails and receipts
- Check the organiser's track record before buying
Disclaimer: This guide provides general information about consumer rights in the UK and should not be treated as legal advice. If you need advice specific to your situation, consider contacting Citizens Advice or a qualified solicitor.
