How to Handle
Refunds for Events

Before you set your refund policy, you need to understand the legal position. UK consumer law is specific about event ticket refunds.

No automatic right to a refund: Under the Consumer Contracts Regulations 2013, tickets for leisure events are exempt from the standard 14-day cooling-off period that applies to most online purchases. This means buyers do not have an automatic legal right to a refund simply because they changed their mind.

Cancellation or material change: If you cancel the event or make a significant material change (different headliner, different venue, major date change), buyers are entitled to a full refund. This is non-negotiable. Always budget for the possibility of having to refund all tickets if the event cannot go ahead.

Postponement: If you postpone an event to a new date, buyers who cannot attend the new date should be offered a refund. Those who can attend keep their tickets. Some organisers also offer credit towards future events as an alternative.

Unfair terms: Under the Consumer Rights Act 2015, any refund terms that are significantly unfair can be challenged. A blanket “no refunds under any circumstances” policy could be considered unfair, especially if the event is months away. Be reasonable.

For guidance on setting up a full cancellation policy, see our cancellation policy guide.

A clear refund policy set expectations, reduces support queries, and protects you legally.

Time-based policy: The most common approach for UK events. Full refund up to 14 or 30 days before the event. No refund within 7 days of the event. This gives buyers flexibility while protecting you from last-minute cancellations that you cannot resell.

Credit-based policy: Instead of cash refunds, offer credit towards a future event. This keeps the revenue in your ecosystem and gives the buyer flexibility. Many organisers offer a choice: full refund up to 30 days out, or credit towards any future event up to 7 days out.

No-refund policy: Some events, particularly small-capacity or high-demand events, operate a strict no-refund policy. This is legally permissible for leisure events, but you should make it very clearly visible at the point of purchase.

Resale option: Instead of processing refunds, allow buyers to resell or transfer their tickets. This keeps your revenue intact and gives the buyer a way out. tickts supports ticket transfers, making this easy to manage.

Display your policy prominently: Your refund policy should be visible on your event listing page, in the booking confirmation email, and in your terms and conditions. Never hide it. Transparency builds trust.

When a refund request comes in, handle it quickly and professionally. Slow or difficult refund processes damage your reputation far more than the refund itself.

Respond within 24 hours: Acknowledge every refund request within a business day, even if you need more time to process it. A quick “We have received your request and will process it within 5 working days” prevents follow-up complaints.

Use your platform's built-in tools: Most ticketing platforms have a refund function in their dashboard. This is faster and more reliable than manual bank transfers. On tickts, refunds are processed through Stripe directly to the buyer's original payment method.

Stripe fee handling: Be aware that Stripe does not refund its processing fee (1.5% + 20p) when you issue a refund. On a £25 ticket, you will lose around 58p per refund even though the buyer receives the full amount back. Factor this into your financial planning.

Batch processing: If you receive multiple refund requests (for example, after announcing a lineup change), process them in batches rather than one at a time. This is more efficient and ensures consistent handling.

Keep records: Document every refund, including the reason, date, and amount. This protects you in case of disputes and helps you understand patterns. If 10% of buyers are requesting refunds, something about your event or communication may need adjusting.

The best way to handle refunds is to prevent them. Most refund requests stem from a small number of causes that you can address proactively.

Clear event information: Make sure your event listing includes all the details a buyer needs: exact date and time, venue address, age restrictions, dress code, accessibility information. Missing information leads to purchases that the buyer later regrets.

Realistic expectations: Do not oversell your event. If your lineup is three local DJs, do not market it like a festival. Mismatched expectations are the top cause of post-purchase regret and refund requests.

Confirmation emails: Send a clear confirmation email immediately after purchase. Include all event details, the refund policy, and a contact email for questions. A good confirmation email reassures the buyer and reduces anxiety-driven refund requests.

Reminder emails: Send a reminder 48-72 hours before the event with venue directions, door times, and a “What to know” section. This re-engages buyers and reduces no-shows. People who feel informed and excited about the event do not request refunds.

For a broader look at managing the complete attendee experience, see our guide to running a successful event.

Sometimes a buyer disputes a charge through their bank instead of requesting a refund from you. This is called a chargeback, and it costs you more than a standard refund.

Chargeback fees: When a buyer disputes a charge, Stripe charges a £15 dispute fee regardless of the outcome. If you lose the dispute, you also lose the ticket revenue. This makes chargebacks significantly more expensive than voluntary refunds.

Preventing chargebacks: The best prevention is a smooth refund process. If people can easily get a refund from you, they will not go to their bank. Make your refund policy clear, respond quickly, and process refunds promptly.

Winning disputes: If you receive a chargeback, you can submit evidence to contest it. Useful evidence includes proof of purchase (order confirmation email), proof of delivery (e-ticket sent to the buyer), your published refund policy, and any communication with the buyer.

Communication prevents escalation: Most chargebacks happen because the buyer felt ignored. A quick, polite response to a refund request, even if the answer is no, prevents the frustration that leads to bank disputes.

Having a zero-fee platform like tickts means your refund process is straightforward. No platform middleman to navigate, just a direct Stripe refund to the buyer's card.