Legal

Cancellations and refunds

In plain language: what happens to your ticket and your money when an event does not go ahead or moves, on resale, with Pre-Buy or a double payment, and how to file a complaint.

Last updated: 1 October 2026

1In short

Cancelled: You get everything back, service fee included, automatically. Usually on your account within 5 to 10 working days.
Postponed: Your ticket stays valid on the new date. If you cannot make it, put it on resale or pass it on.
You cannot go yourself: No money back, because tickets for a fixed date carry no cooling-off period. You can resell or pass the ticket on.
Paid twice or something wrong on our side: We refund you, or you still get your ticket.
A complaint: Mail us. Within two working days a confirmation, within 14 days an answer.

This is a summary. What applies exactly is in the terms of service. Where they differ, the terms prevail.

2The event is cancelled

Your tickets lapse and you get the full amount back, service fee included, the way you paid. You do not need to do anything.
Stripe starts the refund at once. How quickly it shows on your account depends on your bank; usually within 5 to 10 working days.
You hear it in the app, by push notification and by e-mail. The event page says it is cancelled, with the reason if the organiser gives one.
If you bought the ticket through resale, you get your order back, like everyone else.
If you paid just after the event was cancelled, you get no ticket and your money back automatically.

Sometimes the organiser pays back itself. Your tickets lapse then too, the event page and the message you get say so, and the organiser is the one who returns your money. If you have nothing after 14 days, mail us with your order number. We will hold the organiser to it and help you further.

3The event is postponed

Your ticket stays valid on the new date. You hear it in the app, by push notification and by e-mail, and your Wallet pass gets the new date.

If you cannot make the new date, put your ticket on resale or pass it on to someone who can. Money back on postponement only if the organiser offers it; the message then says so.

A different line-up or different times are not a cancellation. There is no money back for that, unless the organiser decides otherwise.

4Resale and passing on

Reselling: Under Tickets you put a ticket you bought through PartyPPL on resale. The price is the list price of the ticket type; the buyer pays that plus the service fee. As long as nobody has bought it, you take it back with Stop resale.
Your money: You get the list price, transferred by hand within 3 working days of the sale. We ask for your bank account number by e-mail. The service fee you paid earlier is not refunded.
Passing on: Free and for good, to a friend or an e-mail address. No money goes with it; you arrange that yourselves.
When it is not possible: Not for a ticket that has been scanned, is already for sale, belongs to a cancelled or past event, was loaded by an organiser from another shop or that we bought for you through Pre-Buy.

5Pre-Buy

With Pre-Buy we buy a ticket for you in the official shop the moment the sale opens. You pay in advance.

Cancelling: Free until we buy: under Tickets you then get everything back. Once the order says 'Buying now', it is no longer possible.
Sold out or not possible: You get everything back, fee included.
Cheaper than you paid: You get the difference back right after the purchase.
Dearer than your maximum: We buy nothing without your go-ahead. If you do not top up, or you cancel, you get everything back.
Cancelled after the purchase: We pay you back as soon as the shop pays us back, fee included. If that takes long, mail us and we will sort it out with you.

6Paid twice or something went wrong

Charged twice for the same order: we refund the second payment.
Money gone, no ticket: you still get your ticket or your money back.
Your ticket does not work because of a fault on our side: we make sure you get in, or refund you.

Mail [email protected] with your order number, or the e-mail address you paid with, and what you see. We check it at Stripe.

Ask us before you ask your bank to reverse the payment. We are quicker; a reversal through the bank can take weeks.

7Refused at the door

Because of your age, ID, behaviour or the house rules: you get nothing back from us. The door is the organiser's; if you think the refusal unfair, the organiser is the one to talk to. We help you with their details.

8Filing a complaint

Mail [email protected] with your order number or username and what went wrong.

Within two working days we confirm we have your complaint.
Within 14 days you get a substantive answer. If we need longer, you hear so within that period, with the reason and a new deadline.
If we cannot resolve it, we say so, so you know you can take it further.

If it is about the event itself, such as the programme or the door, the organiser is the one to talk to. We help you with their details.

If we cannot resolve it together, you can go to court. As a consumer that may be the court where you live. If you bought from another EU country, the European Consumer Centre helps you further for free.

9Who pays you back

PartyPPL starts the refund through Stripe. The ticket price is at the organiser's expense; we refund the service fee.

If an organiser goes bankrupt before the money is back, we cannot guarantee it is still there. We then help you with everything you need to hold them to account.

What changed

New: cancellations and refunds in plain language on one page, with the time limits and how to file a complaint.