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Refund & Cancellation Policy

Last updated: 23 July 2026

BooTickets (“we”, “us”, “our”) provides a platform that event organisers use to sell tickets. This policy explains how refunds and cancellations work. It should be read alongside our Terms of Service.

The organiser is the seller

When you buy a ticket, your contract for the event is with the event organiser, not with BooTickets. The organiser is responsible for the event and sets its own refund and cancellation terms. BooTickets provides the ticketing and payment tools the organiser uses to sell tickets and to process any refunds.

Requesting a refund

Refund requests should be directed to the event organiser, whose terms determine whether a refund is available. If a refund is granted, the organiser issues it through BooTickets and it is returned to your original payment method by the payment provider used at checkout (SumUp, Stripe or PayPal).

When a refund is issued, it covers:

  • the ticket price for each refunded ticket;
  • a pro-rata share of VAT, where VAT was charged; and
  • the BooTickets booking fee, where the buyer paid that fee. Where the organiser chose to absorb the fee, it is not returned to the buyer.

A ticket that has already been checked in may still be refunded at the organiser’s discretion.

Cancelled or materially changed events

If an event is cancelled, or is materially changed (for example a significant change to the date, time, or location), the event organiser is responsible for offering affected buyers a refund or a suitable alternative in line with their terms and applicable law.

Your statutory rights

Nothing in this policy affects your statutory rights. Please note that, under UK consumer law, tickets supplied for an event on a specific date are generally exempt from the 14-day “cooling-off” cancellation right that applies to many other online purchases. Your rights where an event does not take place as described are not affected.

BooTickets platform fees

BooTickets’ fees to organisers are governed by our agreement with the organiser. Buyer refunds are handled as set out above; the treatment of platform fees between BooTickets and the organiser is separate from the buyer refund.

Contact

For refund requests, please contact the event organiser in the first instance. If you need help reaching an organiser, or have a question about this policy, contact us via our contact page.