AXS: event cancelled, postponed or changed

Collect

• order number
• AXS or organizer cancellation notice
• total paid including fees

Steps

1. Check the event status on axs.com, and contact the venue or event organizer about new dates and whether a refund applies, as the Purchase Agreement advises.

2. For a cancelled event that is not rescheduled, expect the refund to the payment method used for the purchase. If it does not arrive, contact AXS Support in writing with the order number.

   FormAXS Support request form (support.axs.com)

3. Call the helpline if the written request gets no answer.

   PhoneAXS helpline (charges made in error, purchase questions) +1-888-929-7849

4. If neither AXS nor the organizer refunds a cancelled event, dispute the charge with the card issuer (rule fcba-billing-error) and report to the FTC and your state attorney general.

   RegulatorFederal Trade Commission +1-877-382-4357

More contacts for this issue

Facts you can cite

• Policy

  "Refunds will generally be issued if an event is canceled and not rescheduled"; the Purchase Agreement adds that this "is determined by our Clients, and not by AXS", and that AXS or the Client "reserves the right to retain various fees and charges paid by buyers or sellers on our Service" even if an event is cancelled and not rescheduled. Refunds go to the payment method used for the purchase. No processing time is stated.

  Source: axs.com, verified 2026-10-13

• Policy

  "Refunds for Primary Ticket purchases are not available for suspended, postponed or rescheduled events" unless offered by the Client or required by law. For a rescheduled event AXS will try to offer a ticket of the same value or in the same location, "although that is not always possible."

  Source: axs.com, verified 2026-10-13

• Policy

  A changed or cancelled opening act or guest artist does not make the event cancelled, and gives no right to a refund or exchange. Online (virtual) events are not refunded unless the event is cancelled.

  Source: axs.com, verified 2026-10-13

• Policy

  Resale on AXS: when a refund is due on a Resale Ticket, the reseller must refund the proceeds, and AXS may charge the reseller's account balance or payment method. The buyer's refund is issued to the payment method on file. An original purchaser's own refund may be withheld until they reimburse AXS for resale proceeds.

  Source: axs.com, verified 2026-10-13

• Policy

  The Purchase Agreement refers to the AXS Terms of Use, "which include a mandatory arbitration provision" and a class action waiver provision.

  Source: axs.com, verified 2026-10-13

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneAXS helpline (charges made in error, purchase questions) +1-888-929-7849

2. Written complaint

   FormAXS Support request form (support.axs.com)

3. Card or bank dispute

   Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)

   Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)

   Card dispute for a cancelled event that was not refunded (rule fcba-billing-error).

4. Federal regulator

   RegulatorFederal Trade Commission +1-877-382-4357

5. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

Watch out

Related

• Event cancelled, postponed or changed at other companies
• Event tickets and resale — how complaints work
• AXS: refund request
• AXS: billing error
• AXS: unauthorized charge