1.1.
In addition to your rights under applicable laws, Ticketmaster operates our unique
“Fan Guarantee”, pursuant to which, you may cancel, exchange or upgrade all the Tickets in
your order. Please note cancellations have to be requested within 24 and a small fee of
2,50€ will apply for exchanges/upgrades after 24h of purchase.
1.2.
The Fan Guarantee only applies to Tickets. If you added any extras to your order like
insurance or collector tickets, you’ll still be charged for these.
1.3.
You will not be able to cancel, exchange or upgrade Tickets under the Fan Guarantee if:
- your order is for Tickets that are : season tickets, festival tickets, tickets related to mobility, football tickets, multi-part/multi-day/series tickets, Platinum Tickets, VIP tickets, tickets that are part of packages, camping tickets and tickets that were purchased from our Groups department; and/or
- your order was made on another distribution point other than www.ticketmaster.be - event
partner websites are not included in Fan Guarantee.
- tickets were purchased in an Outlet.
- tickets are resale tickets. More info: Fan-to-Fan Ticket Exchange Policy.
- tickets are transferred via the Ticket Transfer feature in “My Account”
1.4.
You must make your request to exercise our Fan Guarantee, within the following timeframes:
- A request for an order cancellation must be made:
- within 24 hours of placing your original order or making your original
reservation; and 7 days or more prior to the event (or start of the event) to
which your order relates.
- A request for an exchange or upgrade will always be subject to ticket availability when
we review the request and may only be made 7 days or more prior to the event (or start
of the event) to which your order relates (except for the majority of our exhibition
events).
1.5.
To request a cancellation, exchange or upgrade fill out the form here
1.6.
We aim to process requests within 7 business days.
1.7.
The Fan Guarantee is also subject to the following limitations:
- Each request is final and irreversible.
- Orders paid by bank transfer will not be elligible for cancellation and/or refund.
- The request can only be submitted by the original purchaser and the refund will only be
made on the original bank account.
- If your Request is to cancel an order and the Tickets have already been dispatched at
the time you make your Request, your delivery fees will not be refunded.
- You may be required to return any original Tickets to us before your Request can be
fully processed and completed.
- Exchanges and upgrades of Tickets may only be made for Tickets of the same or higher
price for the same event, where “same event” means the same event at the same venue
within the current tour or booking period for that event (e.g.: this means you can't
exchange tickets for the same event but in another venue, this also means you can't
exchange a daily ticket for a festival for another date, ...).
- The admin fee set out at paragraph [1.1] above, and any additional amounts due from you
(e.g., if you are upgrading the Tickets in your order) must be paid in full in order to
complete your Request. Please note that payments will only be possible by Visa and
Mastercard.
- We operate a “Fair Use Policy” in respect of the Fan Guarantee, under which:
- no more than 1 Request may be made per household per calendar month; and
- no more than 3 Requests may be made per household in any 12-month calendar
period,
regardless of whether such Requests are successful or not.
1.8.
If your Request is successful, please note that refunds can only be made to the payment
method used for the original order and cannot be refunded via any other method of payment
nor any other bank account.
1.9.
You will be ineligible to benefit from the Fan Guarantee if Ticketmaster has any grounds to
suspect that:
- you have in any way breached the terms of this Purchase Policy; and/or
- you are acting fraudulently; and/or
- you are acting contrary to the spirit of the Fan Guarantee or in breach of the Fair Use
Policy.
Status: 03-04-2024