Twickets positions itself as the ethical fan-to-fan resale platform: face-value-or-less, no scalping. It works well most of the time, but when something goes wrong (event cancelled, ticket not delivered, ticket invalid at the door), getting a refund is more complicated than from a primary platform because Twickets is a marketplace between two fans, not the seller.
When you are entitled to a Twickets refund
Twickets has a Buyer Guarantee covering:
- Tickets not delivered before the event
- Tickets that are invalid at the door
- Events that are cancelled outright
Not covered:
- You cannot attend (resell instead via Twickets)
- Event rescheduled (Twickets refers to the primary issuer's policy)
- Material event changes
Step 1: Open a Twickets support ticket
Use the form on twickets.live, not email, so it is tracked. Reference order ID and the specific issue. Twickets typically responds in 2-3 working days.
Step 2: Section 75 if applicable
If you paid by credit card and the order was over £100, Section 75 of the Consumer Credit Act 1974 applies against Twickets as the merchant of record. A UK card issuer is jointly liable for breach of contract.
Step 3: Chargeback for debit / under-£100 credit
Standard chargeback through your bank. Cite "services not as described" or "goods not received". Twickets generally responds to chargebacks reasonably and does not aggressively contest documented Buyer Guarantee cases.
Step 4: ADR / Small Claims
Twickets is UK-based, so jurisdiction is clear. Small claims is rarely needed because the Buyer Guarantee is well-defined and Twickets typically settles disputed cases.
What if the original issuer cancelled the event?
If you bought via Twickets and the original issuer (e.g. Ticketmaster, See Tickets) cancels the event, Twickets refunds you in full from the seller's payment, then chases the seller for the refund the seller received from the original issuer. This usually completes within 2-4 weeks.
What if the seller has not delivered the ticket?
Twickets sets a delivery deadline before the event. If the seller does not deliver by that deadline, the order is auto-cancelled and you are refunded automatically. No action needed from you.
What if the ticket is invalid at the door?
Get evidence: photo of the door staff's scanner showing the rejection, name of the venue staff, time. Open a Twickets support ticket within 48 hours of the event. Twickets investigates with the original issuer and refunds where the ticket was genuinely invalid.
FAQs
How long does a Twickets refund take?
For Buyer Guarantee cases (cancelled, not delivered, invalid), refunds typically arrive within 5-10 working days after the claim is approved. Bank clearance adds 1-3 days for credit cards.
Can I cancel a Twickets order I just placed?
If the seller has not accepted yet, yes — the order auto-cancels after a short window if not accepted. Once accepted, Twickets policy treats the sale as final and you would need to relist the ticket on Twickets to recover your money.
Does Twickets refund booking fees?
Yes for covered cases (cancellation, non-delivery). The booking fee is refundable along with the ticket cost when Twickets is at fault.
Why does Twickets sometimes refer me to the original issuer?
For event reschedules, Twickets considers it the primary issuer's policy that applies. If the rescheduled event is unsuitable for you, your refund route is through the original platform.
How does Twickets compare to StubHub or Viagogo for refund disputes?
Twickets is significantly easier — they actively enforce the face-value rule, run UK-based support, and do not profit from inflated resale prices, so disputes are usually resolved without escalation.