Reimbursement
Refund of Ticket Value
5.1. ATTENTION: The Website Administrator may, in case of order or event cancellation, refund only the ticket price, not the intermediary service fees related to the purchase (including the ticket issuance fee), the online platform processing fee, and any related services, as these are considered completed once the order is finalized.
Order cancellations and ticket refunds can be made, if permitted by the organizer, at: live-tickets.com/reimbursement.
If you opt to receive the refund via bank transfer, please provide a valid IBAN from a SEPA member country. The Website Administrator will not issue refunds to accounts held in banks from other countries or to Revolut accounts.
5.2. ATTENTION: This tool cancels all tickets within an order. Partial cancellations are not possible.
5.3. ATTENTION: Customers who purchased tickets and paid by card more than 6 months prior to requesting a refund must use the cancellation tool mentioned above to provide an IBAN account for the refund. PayU, the payment processor used by the Website Administrator, can automatically refund only orders made within the last 6 months.
5.4. ATTENTION: For certain events, the organizer may choose not to allow ticket cancellations. The purchase of tickets for shows is exempt from the right of withdrawal regulated by applicable consumer protection legislation (Directive EU 2011/83/EU or equivalent national legislation), in accordance with exceptions provided for leisure services.
5.5. ATTENTION: Some event organizers have chosen that, in case of event cancellation, the ticket value will be refunded through the Website Administrator or another ticketing agency after 14 calendar days from the date of the cancellation announcement*. In the unfortunate event of such a cancellation, you will be informed by email, and the refund will be processed according to the organizer’s instructions. Please note that only the ticket value will be refunded, not any additional fees.
(*) By way of exception, for events scheduled during periods when the organization of events is suspended due to the COVID-19 crisis, the special provisions under Article 5.15 of these Terms and Conditions, as well as applicable legislation, shall apply.
5.6. ATTENTION: For certain events on the website, the intermediary service fees (regardless of their nature) are included in the displayed ticket price.
The services provided by the Website Administrator, including intermediary services/ticket issuance, online platform operation, and related services, are exempt from the right of withdrawal under applicable consumer protection legislation (Directive EU 2011/83/EU or equivalent national legislation), in accordance with exceptions applicable to intermediary services. The price of these services is displayed from the event page and remains visible until the final payment page, being clearly indicated. No additional fees are added without being displayed. The ticket buyer expressly agrees to the commencement of these services upon order completion and acknowledges that, by completing the order, they lose the right of withdrawal due to the full execution of the contract by the Website Administrator.
According to the terms agreed upon at the time of purchase, for certain events, the service fee (regardless of its nature), ticket issuance fee, and online platform processing fee are added on top of the ticket price. In other words, the amount paid includes both the ticket price and the aforementioned services.
The Website Administrator will refund, in case of order or event cancellation, only the ticket price, not the intermediary service fees (including ticket issuance fee) or the online platform processing fee.
The intermediary service fees (including ticket issuance fee) and online platform processing fee are non-refundable, as the service has been successfully completed at the time of purchase and is not dependent on the actual occurrence of the event.
5.7. A purchased ticket may be returned or exchanged only if the event organizer allows it and only under the conditions set out in section A below, except where the event is canceled (i.e., it no longer takes place), in which case refunds will be handled according to section B below or applicable legal provisions (*), as the case may be. Under no circumstances will refund requests submitted less than three working days before the event date (or the first day, in the case of a festival) be considered.
A. Ticket returns may be made within the following timeframes and conditions by submitting a request to: [email protected]:
- If the request is made more than 14 days before the event date (or the first day, for festivals), the buyer receives the full ticket price (excluding any additional fees, costs, or expenses incurred during purchase).
- If the request is made at least 7 days (but no more than 14 days) before the event date (or the first day, for festivals), the buyer receives either 70% of the ticket price (excluding additional costs) or a voucher equal to the ticket price (excluding additional costs).
- If the request is made at least 3 days (but no more than 7 days) before the event date (or the first day, for festivals), the buyer receives either 50% of the ticket price (excluding additional costs).
In all cases above, the service fees provided by the Website Administrator are non-refundable and are not included in the voucher value.
Depending on when the request is submitted, only one of the above situations applies and cannot be combined. For example, if the request is made 10 days before the event, only the second condition applies.
B. In case of event cancellation, please send your request to [email protected] and to the event organizer’s contact address. The Website Administrator will cooperate with the organizer to facilitate refunds but does not guarantee reimbursement and has no obligation to compensate the buyer without prior agreement with the organizer. Depending on the timing, refunds may be issued either by the organizer (if funds have already been transferred) or by the Website Administrator (with organizer approval), within a maximum of 15 working days, by bank transfer only. For clarity, only the ticket price will be refunded (excluding any additional fees or costs).
(*) Exception applies for events affected by COVID-19 restrictions, as per Article 5.15 and applicable legislation.
5.8. Refund methods based on the payment method, following a written request to [email protected]:
- If tickets were purchased by card, the refund will be made to the same account used for the original payment.
5.9. In case of loss or theft of online tickets, the buyer must notify the Website Administrator at [email protected] to allow verification and possible recovery. Recovery cannot be guaranteed due to security and fraud prevention measures. Tickets can also be accessed via the user account on the website or in the LiveTickets mobile app, provided the user is logged in. If the user fails to notify promptly or take necessary steps, the Website Administrator assumes no responsibility for unauthorized use or inability to attend the event. If access to the associated email address is lost, recovery depends on the email provider’s procedures; the Website Administrator bears no responsibility to the extent permitted by law.
5.10. Under no circumstances can tickets be refunded after the event has taken place.
5.11. In all cases where the user submits a compensation request under the Flex-EnGarde insurance policy, the corresponding tickets will be canceled. Regardless of the insurer’s decision, the buyer acknowledges that the tickets can no longer be used for event access. The buyer waives any claims against the Website Administrator regarding those tickets, including refunds, the sole remedy being compensation from the insurer according to the insurance policy terms.