In the rare occurrence that something goes wrong at the venue and you cannot gain entry to the event, don't worry, we've got your back with our Buyer Guarantee. Follow these steps to ensure you're covered:
1. Contact your Seller
More than 95% of ticket mishaps, can be sorted by contacting your seller through the buyer/seller chat. Sometimes, the seller may have scanned the wrong ticket and can quickly provide you with the correct one.
2. If the Seller Doesn’t Respond
We would always suggest speaking to the Box Office regarding the issue, as they may be able to provide you with a new ticket or resolve the issue. You can then submit a refund claim to our Community Support team through our contact form. You'll need to provide a detailed summary of what happened and one of the following:
- Any relevant evidence showing you couldn't enter the event.
- A photo of the error message on the ticket scanner.
- Receipt/proof of purchase for any new ticket you bought to enter.
- Confirmation of the issue from the Box Office.
- The new ticket used for entry.
3. Submit a Claim
We aim to resolve all claims within 24 hours, so sit tight and we will get back to you ASAP! The more evidence provided, the quicker you'll receive a refund.
What happens if I can't submit a claim on the day?
No dramas, we understand that you may have been able to get into the event with a new ticket from the Box Office. Make sure you contact us with the above information within 72 hours of your event finishing so we can investigate.
What happens if I am having an issue with a ticket but there is no chat option?
If the chat option isn't available for your ticket, gather the relevant evidence and send it to our Community Support team through our contact form.
We know how disappointing it can be if something goes wrong at the venue and we're here to make sure you have the best experience possible and to help resolve any issues swiftly and fairly.