Request a Refund for Your Event Tickets
If you're unable to attend an event you've purchased tickets for, you may be able to request a refund depending on your order details and the event organiser's policies.
At its simplest, this guide answers one question: How do I get my money back for tickets I can't use?
Who uses this: Ticket holders who need to request a refund.
Key capabilities:
- Understand which refund pathway applies to your situation
- Submit an Enhanced Refund Service (ERS) claim if eligible
- Contact the right party for non-ERS refund requests
- Request a date change as an alternative to a refund
How It Works
At a glance: Check if you have ERS, gather your documentation, and submit through the appropriate channel.
1. Determine your refund pathway
First, check whether your order includes Enhanced Refund Service (ERS). Your pathway depends on this:
- With ERS: Submit a refund request directly through Seaty
- Without ERS: Contact the event organiser
2. Gather required information
Before submitting, collect your order number, supporting documentation (if using ERS), and details about why you cannot attend.
3. Submit your request
Follow the appropriate process for your situation - either the ERS submission form or direct contact with the organiser.
4. Await a decision
For ERS claims, Seaty reviews within 3-5 working days. For organiser requests, response times vary.
Think of it this way:
- ERS claims are handled by Seaty based on specific qualifying conditions
- Event cancellations and rescheduling are handled by the organiser
- Discretionary refunds are entirely at the organiser's discretion
Understanding Refunds on Seaty
Tickets are non-refundable by default. This is standard practice for ticketing platforms and protects event organisers from last-minute cancellations.
However, refunds are available in specific situations:
| Situation | Who Handles It | What To Do |
|---|---|---|
| Event cancelled or rescheduled | Event Organiser | Contact the organiser directly |
| You have statutory consumer rights claim | Event Organiser | Contact the organiser directly |
| You purchased Enhanced Refund Service (ERS) | Seaty | Submit a refund request through Seaty |
Your statutory rights: Nothing in Seaty's refund policy limits your statutory rights under UK consumer law. For cancelled or significantly changed events, contact the event organiser directly.
What is Enhanced Refund Service (ERS)?
ERS is a paid add-on you can purchase when buying tickets. It lets you claim refunds when you otherwise could not, if you meet specific qualifying conditions.
ERS covers unforeseen circumstances:
- Injury or illness - You or an immediate family member (requires medical certificate)
- Public authority travel warning - Formal travel warning issued for the event day (requires official documentation)
- Emergency services requirement - Police, fire, or medical services require you to remain at home within 24 hours of the event (requires official letter)
Important limitations:
- Supporting documentation is mandatory - without it, your request will be denied
- Refunds ticket face value only (service fees and ERS cost are not refunded)
- Does not cover event cancellations or rescheduling - contact the organiser for these
- Decisions are assessed by Seaty's team based on ERS terms
Deadline:
Refund requests must be submitted within 7 days of the event date.
Why documentation matters: ERS covers genuine emergencies. Documentation ensures the system is fair and protects against misuse.
Alternative to a Refund: Change Your Ticket Date
Before requesting a refund, you may want to consider whether changing your ticket date is possible. This can often resolve the issue without needing a refund.
If the event runs on multiple dates, you may be able to swap your tickets to a different date.
Date changes are typically possible when:
- Your original date hasn't happened yet
- The same event has other available dates
- Equivalent tickets at the same price are available on your preferred date
Date changes depend on availability and organiser rules. We will confirm whether a swap is possible once we review your request.
To request a date change:
Email support@Seaty.co.uk with:
- Order number
- Full name and email on the order
- Current date and preferred new date
- Number and type of tickets
No fee for date changes when possible. Response within 1-2 business days.
Check Whether Your Order Has ERS
Not sure if you have ERS? View your tickets to check:
- Access your tickets via your order confirmation email or My Tickets page
- Look for "Enhanced Refund Service" in your order summary
- If it shows below subtotal, you have it
Once you know whether you have ERS, follow the relevant pathway below.
If You Have ERS: Submit a Refund Request
How to Submit Your Request
Important: One Request Per Order
You may only submit one refund request per order. Once submitted, you cannot make additional requests for that order, even for different tickets. Choose carefully which tickets you want to include in your request.
Before you start, you'll need:
- Access to your tickets (via email link or My Tickets page)
- Supporting documentation (medical certificate, official letter, etc.)
- Detailed explanation of why you cannot attend
Steps:
- View your tickets - From your order confirmation email or My Tickets
- Click "Request a refund" - Opens the form with your order details pre-filled
- Select refund reason - Injury/illness, travel warning, or emergency services
- Choose tickets - Select which tickets to refund (can be partial or all)
- Explain your situation - Provide specific details about dates, people affected, and circumstances
- Upload evidence - PDF, JPEG, or PNG (max 10MB per file)
- Accept terms and submit - Confirm information is accurate
Choose carefully: Once you submit your request, you cannot add more tickets to it later. If you're unsure which tickets to include, select all affected tickets in your single request.
Example explanation: "My daughter diagnosed with chickenpox on 5th December (see medical certificate). Contagious until 15th December. Cannot attend event on 10th December as we need to care for her. Requesting refunds for 3 tickets (2 adult, 1 child)."
After You Submit
You'll receive:
- A reference number (save this)
- Confirmation email
Timeline:
- Review: 3-5 working days - Seaty team reviews your request and documentation
- Decision: You'll receive an email with the outcome
- Refund processing: If approved, up to 10 working days depending on your bank
Refund amount:
- Ticket face value only
- Service fees and ERS fee are not refunded
Check status: Email support@Seaty.co.uk with your reference number.
If You Don't Have ERS: Contact the Event Organiser
Important: Tickets are non-refundable by default. You cannot get a refund simply because you changed your mind or can no longer attend.
If your order doesn't have Enhanced Refund Service, the event organiser handles refund decisions in specific situations. Seaty cannot approve non-ERS refunds, as these are decisions made by the event organiser.
Enhanced Refund Service is handled exclusively by Seaty - organisers do not process ERS claims. This section applies only to non-ERS situations.
What to do:
- Find the organiser's contact details on the event page
- Email or call them with your order number
- Explain your situation clearly
Event organisers handle:
- Cancelled or rescheduled events
- Statutory consumer rights claims
- Discretionary refunds in exceptional circumstances (entirely at their discretion)
Discretionary refunds are rare. Some organisers may consider refunds based on individual circumstances, but this is entirely at their discretion and depends on their policy. Most organisers follow the standard non-refundable policy.
Disputes: If you cannot resolve the issue with the organiser, contact Seaty support at support@Seaty.co.uk and we will review it.
Common Questions
Submitting Requests
Can I submit multiple refund requests for the same order? No. You can only submit one refund request per order. Choose all the tickets you want to refund in your single request.
What if I only requested a refund for some tickets but now want to refund more? You cannot submit additional requests. If your initial request hasn't been processed yet, contact support at support@Seaty.co.uk with your reference number to discuss adding tickets.
Can I cancel my refund request? Contact support@Seaty.co.uk immediately with your reference number.
Can I request a refund after the event? No. Requests must be submitted within 7 days of the event date.
Documentation and Eligibility
What if I don't have documentation? Documentation is mandatory for ERS claims. Without it, your request will be denied. Contact the event organiser for discretionary refunds.
Can I refund parking or merchandise tickets? Yes, if you have ERS and meet qualifying conditions.
Refund Amounts and Processing
Do I get back the full amount I paid? No. Only ticket face value is refunded. Service fees, booking fees, and ERS fee are non-refundable.
What if my request is denied? You'll receive an email explaining why. You can contact support to discuss or provide additional documentation. You cannot submit a new request.
Special Circumstances
Tickets purchased as a gift? The original purchaser must submit the refund request. Refund goes to their payment method.
Can I change my ticket date instead? If the event runs on multiple dates, you may be able to swap to a different date. See Changing Your Ticket Date for details.
Need Help?
For ERS refund requests → Contact Seaty: Email support@Seaty.co.uk with your order number and reference number. Response within 1-2 business days.
For event issues → Contact the organiser: Cancellations, rescheduling, or discretionary refunds. Find contact details on the event page.
Terms & Conditions
By submitting a refund request, you confirm you have read and agree to: