Cancelled and rescheduled events

1. Cancelled Event

If the promoter cancels an event without providing an alternate show date for which the tickets will be valid and if you are the original buyer, you can claim a refund according to our refund policy. Please note the exceptions listed below. Please note the following to facilitate the refund process:

  • Tickets may only be returned to where they were purchased. If you have purchased your tickets at an outlet, you need to claim your refund there.
  • Refunds are issued to original buyers only, i.e., the person who purchased the tickets from our website or our call center (ticket hotline).
  • The refund is generally issued automatically via the method of payment used to make the purchase (specifically, credit cards, PayPal, Klarna, etc.). This does not apply to ticket purchases made via bank transfer or through the use of a gift card. In these cases the original buyer must fill out the online refund form. Please find the online refund form for cancelled events here.
  • The refund will be issued within 30 days after the official cancellation of the event by the promoter. Purchases made via bank transfer or through the use of a gift card will be refunded within 30 days after the refund form has been submitted.

Exceptions: Refunds will not be issued if insolvency proceedings have been initiated regarding the assets of the promoter of the cancelled event or if the promoter does not reallocate the retained funds to Ticketmaster for the purpose of issuing refunds to the original buyers.

2. Rescheduled Event

If an event is rescheduled to a new date, you can return your tickets according to our terms and conditions to receive a refund. Please note the exceptions listed below. Please note the following to facilitate the refund process:

  • Tickets may only be returned to where they were purchased. If you have purchased your tickets at an outlet, you need to claim your refund there.
  • If you have purchased your tickets on our website or through our call center (ticket hotline), you must fill out the refund form and send it back together with the tickets.
  • We recommend tracked shipping to send back the tickets.
  • The tickets and the refund form must physically reach our office prior to the new date of the rescheduled event.
  • In some cases, special deadlines apply. You will find these deadlines in our e-mail informing you that the event has been rescheduled.
  • If you have purchased e-tickets or will call tickets, it is sufficient to send us the completed refund form to info@ticketmaster.de. It is not necessary to send back the e-tickets.

You can download the refund form for rescheduled here.