Refunds and cancellations
The short version: if the event does not happen as sold, you get your money back in full, fee included. If your own plans change, you do not.
Last updated 10 August 2026
What happens in each case
The event is cancelled
Full refund, including the booking fee and any optional extras. Nothing to claim: it goes back to the card you paid with, and we email you when it is sent.
The event is rescheduled
Your ticket is valid for the new date automatically. If you cannot make it, ask for a refund and you get the full amount back, booking fee included. The window to ask is stated in the email announcing the new date and is never less than 14 days.
The venue changes
Treated as a material change. Your ticket carries over, and you can have a full refund instead if the new venue does not work for you.
The headline act changes
Full refund on request. You bought a ticket for that act.
A support act changes
No refund. Support acts and running times can change without notice, which is normal for live music and is set out in the terms of sale.
Your plans changed
No refund. Tickets for a dated event are outside the usual 14-day right to change your mind. Contact us anyway if you are stuck, because for some events the promoter allows a resale at face value.
You are refused entry
No refund, where entry is refused for a reason within the venue's conditions of entry, for instance being under the stated age or unable to show ID.
Booking fees are refunded too
When an event is cancelled or you are entitled to a refund for a material change, the whole amount you paid comes back, including the booking fee. Keeping the fee on a show that did not happen is not something we do.
Optional extras are refunded with the tickets. Posted tickets that have already been dispatched are the one exception, since the postage has been incurred.
How to ask, and how long it takes
Email hello@uklivetickets.com with your booking reference. There is no form to fill in and no fee to request a refund.
Refunds for a cancelled event are sent automatically within 14 days of the promoter confirming the cancellation. Everything else is processed within 14 days of us agreeing it. Money returns to the card used for the order, and your bank may take a few days more to show it.
Your statutory rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, tickets for an event on a specific date are excluded from the 14-day cooling-off period that applies to most online purchases. That is the legal basis for the line above about changed plans.
Everything else survives. If a service is not carried out with reasonable care and skill, the Consumer Rights Act 2015 applies, and nothing in this policy or the terms of sale limits that.
Tickets bought elsewhere
We can only refund orders placed with UK Live Tickets. A ticket bought from a resale site or a third party is that seller's responsibility, and we cannot verify it or replace it.