What to Do If an Event Is Cancelled or Rescheduled
If an event you've booked tickets for has been cancelled or changed, this guide explains your options and rights.
At its simplest, this guide answers one question: What should I do when my event is cancelled or changed?
Who uses this: Ticket holders affected by event cancellations or changes.
Key capabilities:
- Understand different types of event changes and what they mean for you
- Know how to request refunds or ticket swaps
- Learn your rights under UK consumer law
- Find the right contact for your situation
How It Works
At a glance: When an event changes, the organiser contacts you, and you must take action to get a refund or swap your tickets.
1. Event change occurs
The organiser cancels or modifies the event. This could be a date change, venue change, or full cancellation.
2. Organiser notifies you
The event organiser contacts you via email with details about the change. Check your spam folder if you haven't heard anything.
3. You decide what you want
Based on the change, decide whether you want to attend the new date/venue, swap to a different date, or request a refund.
4. Contact the organiser
Reach out to the organiser with your order number and preferred outcome. They process all refunds and swaps manually.
5. Resolution
The organiser processes your request, and you receive confirmation of your refund or updated tickets.
Think of it this way:
- The organiser controls the event and processes all refunds and swaps
- Seaty provides the platform but cannot force refunds or make decisions about events
- You must take action by contacting the organiser directly
Types of Changes
Event organisers can make several types of changes to events:
Date or Time Changes
The event is still going ahead, but on a different date or at a different time than originally scheduled.
Venue Changes
The event is still happening as planned, but at a different location.
Event Date Suspension
A specific date may be temporarily suspended from public sale whilst the organiser makes arrangements. This does not necessarily mean cancellation.
Full Event Cancellation
The event will not be taking place at all, and all ticket holders are affected.
Partial Cancellation
For events with multiple dates, one or more dates may be cancelled whilst others proceed as planned.
How You Will Be Notified
Email Notifications from the Organiser
Event organisers are responsible for contacting you directly via the email address you used when purchasing tickets. Seaty does not automatically notify you of event changes or cancellations.
Why does the organiser contact me, not Seaty? The organiser manages their own event and customer communications. Seaty provides the ticketing platform but each organiser handles their own customer service.
Check Your Tickets
Sign in to your Seaty account and check "My Tickets" to see if any notices have been added to your order by the event organiser.
Event Page Updates
The event page on Seaty may display important notices about cancellations or changes if the organiser has added them.
What Happens to Your Tickets
If an Event Is Cancelled
Refunds Are Not Automatic
When an event is cancelled by the organiser, you are entitled to a full refund under UK consumer law. However, refunds are not processed automatically by Seaty. The event organiser must manually process your refund through the admin system.
Why are refunds not automatic? The organiser may need to verify orders, arrange alternative dates, or process refunds in batches. The manual process gives them control over how they manage their customers.
Contact the Organiser
You must contact the event organiser directly to request your refund. Find their contact details in your order confirmation email.
Your Rights
Under UK consumer law, if an event is cancelled, you have the right to a full refund. This applies regardless of any "no refund" policies in the event terms and conditions.
If an Event Date or Time Changes
Tickets Do Not Transfer Automatically
If the event date or time changes, your tickets remain for the original date unless the organiser manually transfers them.
Why do tickets not transfer automatically? You may not be able to attend the new date, or seat availability may differ. The manual process ensures you can choose what works for you.
Contact the Organiser Immediately
You must contact the event organiser to:
- Request your tickets be transferred to the new date if you can attend
- Request a refund if you cannot attend the new date or time
Under UK consumer law, you may be entitled to a refund for significant changes.
Significant Changes
Major date or time changes are generally considered significant, and most organisers will offer refunds as a matter of good customer service.
If the Venue Changes
Same Area
If the new venue is in the same general area, your tickets remain valid. The organiser should provide full details of the new location.
Different Location
If the venue change is substantial (different town or region), you may be entitled to a refund if you cannot reasonably travel to the new location. Contact the organiser to discuss your options.
Partial Event Changes
Your Date Unaffected
If you have tickets for a date that is not affected by changes, your tickets remain valid and the event will proceed as planned.
Your Date Affected
If your specific date is cancelled or changed, you may be able to:
- Swap your tickets to a different available date
- Request a refund for the affected tickets
Contact the organiser to arrange either option.
Ticket Swapping
Event organisers can swap your tickets to a different date using Seaty's ticket swap feature. This is an admin-only function.
How Swapping Works
- You contact the organiser to request a date change
- The organiser selects available seats on the new date
- The organiser uses the admin swap tool to transfer your order
- Your original order details and pricing are preserved
- You receive an updated ticket email automatically after the swap
Why is this a manual process? Swapping requires action from the event organiser because they need to verify seat availability and ensure the transfer is what you want. The system does not automatically transfer tickets when dates change.
Requesting a Swap
Contact the event organiser with your order number and your preferred alternative date. They will process the swap if seats are available.
No Additional Cost
Swapping to an equivalent date does not normally incur additional fees, though this is at the organiser's discretion.
Refund Process
Requesting a Refund
Contact the Organiser First
For cancellations or changes, always contact the event organiser directly first:
- Check your order confirmation email for their contact details
- Include your order number and ticket reference
- Clearly explain your situation
Response Times
Most organisers aim to respond within 3-5 business days. Be patient during busy periods or if many orders are affected.
Refund Methods
Refunds are typically issued to your original payment method. Processing times depend on your bank or card provider but are usually 5-10 working days.
Enhanced Refund Service (ERS)
If You Purchased ERS
If you purchased Enhanced Refund Service with your tickets, you have additional protection for certain circumstances:
- Injury or illness
- Public authority travel warnings
- Emergency services requirements
Making an ERS Claim
- Visit your ticket page on Seaty
- Click "Request a refund"
- Complete the refund request form with supporting documentation
- Seaty will review your claim within 3-5 business days
Note: ERS does not cover event cancellations or changes by the organiser. It only covers personal circumstances that prevent your attendance. For organiser-initiated cancellations or changes, contact the organiser directly for a refund.
Standard Ticket Refunds
Without ERS
If you did not purchase Enhanced Refund Service, tickets are generally non-refundable for personal reasons. However:
- Event cancellations: Full refund entitlement
- Significant event changes: May entitle you to a refund
- Minor changes: Generally no refund entitlement
Your Statutory Rights
Nothing in any refund policy limits your rights under UK consumer protection legislation. If you believe you are entitled to a refund under consumer law, contact the event organiser to request one.
Your Consumer Rights
Under UK Consumer Law
You have certain rights regardless of event terms and conditions:
| Situation | Your Rights |
|---|---|
| Event cancellation | Full refund entitlement. Cannot be waived by event terms. |
| Significant changes | May entitle you to a refund (e.g. major date/time/venue change) |
| Minor changes | Generally no refund entitlement (e.g. 30-minute start time adjustment) |
Reasonable Timeframe
Refunds should be processed within a reasonable timeframe, typically within 14 days under consumer protection regulations.
Disputes
If you cannot resolve the matter with the organiser, you may be able to:
- Request a chargeback from your card provider (if paid by card)
- Contact Seaty support at support@Seaty.co.uk for assistance
- Seek advice from Citizens Advice or Trading Standards
- Use alternative dispute resolution services
Timeline and Expectations
Immediate Actions (First 48 Hours)
- Check your email for official communication
- Review the event page for updated information
- Sign in to your Seaty account to check your tickets
- Note any deadlines mentioned by the organiser
Short Term (Within 2 Weeks)
- Contact the organiser if you need to request a refund or swap
- Provide your order number and clear explanation of your situation
- Keep records of all correspondence
Refund Processing
| Stage | Typical Timeframe |
|---|---|
| Organiser response | 3-5 business days |
| Refund processing by organiser | Varies by organisation |
| Payment to your account | 5-10 business days after processing |
| Total timeline | Usually 2-4 weeks from initial request |
If There Are Delays
- Follow up with the organiser after 10 business days
- Be polite but persistent if you do not receive responses
- Keep evidence of your communication attempts
Special Circumstances
Multiple Tickets in One Order
If you purchased multiple tickets and only some are affected by changes:
- You may be able to get partial refunds for affected tickets
- Unaffected tickets remain valid
- Contact the organiser to discuss specific arrangements
Group Bookings
If you are part of a group booking and some attendees cannot make the new date:
- Speak to whoever organised the group booking
- They should coordinate with the event organiser
- Individual ticket swaps may be possible
Tours and Multi-Date Events
For touring productions with multiple locations or dates:
- Check if alternative dates or venues are available
- Your tickets may be transferable to other tour stops
- Contact the organiser for available options
Last-Minute Changes
If changes happen very close to the event date:
- Check your email frequently for updates
- The organiser should provide clear instructions
- Additional compensation may be offered for significant inconvenience
Responsibilities
| Action | Who Is Responsible |
|---|---|
| Notifying you of changes | Event organiser |
| Processing refunds | Event organiser |
| Swapping tickets to new dates | Event organiser |
| Providing contact details | Event organiser (in your confirmation email) |
| Platform support and technical issues | Seaty |
| Making decisions about events | Event organiser |
Contacting the Event Organiser
Finding Contact Details
- Your order confirmation email contains organiser contact information
- The event page on Seaty displays box office contact details
- Check the organisation's own website for additional contact methods
What to Include in Your Message
- Your order number
- Order reference (ticket GUID from your email)
- Email address used for booking
- Clear explanation of your query
- Your preferred outcome (refund, swap, etc.)
- Any relevant deadlines or time constraints
Communication Tips
- Be polite and professional, even if you are frustrated
- Keep your message clear and concise
- Provide all requested information to avoid delays
- Save copies of all correspondence
- Allow reasonable time for responses (organisers may have many enquiries)
Contacting Seaty Support
When to Contact Seaty
Seaty can help with:
- Technical issues with your tickets or account
- Questions about the Seaty platform
- Disputes that cannot be resolved with the organiser
- Problems accessing your tickets
What Seaty Cannot Do
- Force an organiser to issue refunds (this is between you and the organiser)
- Make decisions about event changes or cancellations
- Override an organiser's refund policies (except where consumer law applies)
How to Reach Seaty
Email: support@Seaty.co.uk
Include your order number, event details, and a summary of the issue.
Common Questions
Refunds
Will I get an automatic refund if my event is cancelled?
No. Refunds are not automatic. You must contact the event organiser to request a refund, and they will process it manually.
How long does a refund take?
Typically 2-4 weeks from your initial request. This includes organiser processing time (3-5 days) plus payment provider processing (5-10 days).
Can I get a refund if I just cannot attend anymore?
Only if you purchased Enhanced Refund Service (ERS) and your circumstances qualify. Otherwise, tickets are generally non-refundable for personal reasons.
Ticket Swaps
Can I swap my tickets to a different date myself?
No. Ticket swapping is an admin-only function. You must contact the event organiser to request a swap.
Will I pay extra to swap to a different date?
Usually not, but this is at the organiser's discretion. Swapping to an equivalent date typically preserves your original pricing.
Event Changes
How will I know if my event is cancelled or changed?
The event organiser will contact you via email. Check your spam folder, and also sign in to your Seaty account to check your tickets.
What counts as a "significant change" that entitles me to a refund?
Major changes to date, time, or venue. A 30-minute start time adjustment would generally not qualify, but moving an event to a different week or city would.
ERS (Enhanced Refund Service)
Does ERS cover event cancellations?
No. ERS only covers personal circumstances that prevent your attendance (illness, injury, travel warnings). For event cancellations, contact the organiser directly.
How do I make an ERS claim?
Visit your ticket page on Seaty, click "Request a refund", and complete the form with supporting documentation.
Contact and Support
Who should I contact first?
Always contact the event organiser first. They handle all refunds, swaps, and event-related queries. Contact Seaty only for platform technical issues or disputes you cannot resolve with the organiser.
I cannot find the organiser's contact details. What should I do?
Check your order confirmation email or visit the event page on Seaty. The box office contact details are displayed there.
Tips for Future Bookings
Consider Enhanced Refund Service
If you are concerned about personal circumstances preventing attendance, consider purchasing ERS when available.
Save Your Confirmation Email
Keep your order confirmation safe. It contains important contact details and reference numbers.
Check Terms and Conditions
Read the event's terms and conditions before booking to understand the refund policy.
Book with Payment Cards
Paying by credit or debit card provides additional consumer protection through chargeback rights if things go wrong.
Create a Seaty Account
Sign up using your booking email address to easily access all your tickets in one place. Go to "My Tickets" after signing in to view your orders.
Monitor Event Pages
If you are concerned about possible changes, check the event page on Seaty occasionally for any notices.
Summary
| Situation | What to Do |
|---|---|
| Event cancelled | Contact organiser for refund (not automatic) |
| Date/time changed | Contact organiser immediately for swap or refund |
| Venue changed | Contact organiser to confirm tickets valid or request refund |
| Want a swap | Contact organiser to move tickets to different date |
| Need help | Email organiser first, then Seaty support if unresolved |
Note: Nothing is automatic. Seaty does not automatically send notifications, process refunds, or transfer tickets when events change. You must take action by contacting the event organiser directly.
Most event organisers want to provide excellent customer service and will do their best to accommodate your needs. Approach them with courtesy and clear communication for the best outcome.