Event cancelled, postponed or changed: what to do

Have this ready

• order confirmation
• the organizer's notice
• ticket and fee amounts

Steps for any company

1. Read the ticket seller's policy for cancelled and postponed events; the refund window can be short.

2. Request the refund through the seller's order page, including fees where the policy covers them.

3. If refused for a cancelled event, dispute the charge with your card issuer.

A company playbook below replaces these generic steps with the company’s own forms, phone numbers and deadlines.

Company playbooks (6)

• AXSAXS says refunds will generally be issued if an event is cancelled and not rescheduled, but the Client (venue or promoter) decides, and AXS or the Client may keep fees. Primary tickets for suspended, postponed or rescheduled events are not refunded unless the Client offers it or the law requires it.
• EventbriteOrganizers must refund all orders when they cancel. Ask the organizer first; if the event was cancelled within the last 45 days (or postponed more than 90 days without a new date) and the organizer declines or does not answer within five business days, submit the Attendee Refund Request form to Eventbrite.
• SeatGeekFor an event officially cancelled and not rescheduled, the Buyer Guarantee gives a full refund of the purchase price to the original payment method or, where state law allows, a credit, at SeatGeek's choice. Postponed, TBD or rescheduled events are not refunded unless state law requires it.
• StubHubFor an event cancelled and not rescheduled, FanProtect promises a refund. StubHub's terms let it choose a full refund (including fees) or a credit, and a credit can be turned into a cash refund from StubHub Wallet. Postponed or rescheduled events are not refunded; the tickets stay valid for the new date.
• TicketmasterA cancelled event is refunded automatically to the original payment method, usually 14–21 days after Ticketmaster receives the funds from the Event Organizer. For a postponed, rescheduled or moved event the tickets stay valid, and a refund is available only if the Event Organizer offers one.
• Vivid SeatsFor an event cancelled with no rescheduled date, Vivid Seats refunds the purchase price (including delivery charges, less possible restocking fees) or gives a credit, at its sole discretion. Return the tickets within two weeks of its notice. Postponed or rescheduled events with valid tickets get no refund unless the law requires one, for example in California.

Guides

• Event tickets and resale — how complaints work