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Consumer rights when an event changes

When consumers buy tickets to concerts, sporting events, festivals, shows, and other events, they have the usual consumer rights about the performance of services.

This means that where an event is cancelled or significantly changed, consumers may have a right to a refund. This will depend on:

• the reason for the cancellation or change
• the nature of the change
• the terms and conditions of the ticket.

Where the event organiser chooses to cancel or makes a major change to an event, consumers are entitled to a refund under their consumer rights. Examples of a major change might be where the headline act at a festival is changed, or where the location of a show is changed from one city to another.

Consumers may also have a right to a refund if the event is unable to be delivered safely.

Consumers may also have a right to claim compensation for losses related to the cancellation of, or significant change to, the event. For example, travel or accommodation expenses for the event. This will depend on the situation. For more information, see Claiming compensation.

However, a consumer is not entitled to a remedy under consumer law if the cancellation or change is due only to actions by a person other than the event organiser. An example is government restrictions banning the event from going ahead.

In these situations, the remedies consumers are entitled to will depend on the terms and conditions of their ticket.

Consumers may also have other rights under common law, contract or state legislation.

Things to check when buying tickets

1. The authorised seller of tickets for the event. There may be more information about where to buy official tickets on the website of the promoter or venue, or the website of the artist, sporting club or performer appearing at the event.
2. If there is an official ticket reseller for the event.
3. That the ticket seller who comes up first in the online search results is the authorised ticket seller and not a reseller who may have paid to be at the top of the list.
4. When tickets officially go on sale. If tickets are on sale before the official date, they might be fake.
5. That the purchase is from a secure website. Consumers should check that the web address starts with https: instead of http: and has a padlock symbol.
6. Any restrictions on the ticket.

Watch out for scammers and fake ticketing websites

Major events can attract scammers seeking to take advantage of the strong demand for tickets.

Scammers may use fake ticketing websites or email scams to make false claims about the event, such as being part of a ticket lottery or competition.

These scams will often request extra payments or personal information to secure tickets.

Be aware of risks if buying from unauthorised sellers or resellers

We recommend buying tickets from an authorised ticket seller.

Tickets sold by authorised sellers often carry conditions that restrict their resale or transfer above their original value. Promoters and venues also have conditions of entry.

If buying tickets from an unauthorised seller or reseller, consumers risk:

• being turned away at the venue
• not getting the seats they ordered
• not being made aware of certain conditions, such as a restricted view
• not getting a ticket or getting a fake one.

It may also be more difficult to get a refund or exchange if the show is postponed or cancelled.

Paying for tickets

Consumers should never transfer cash into a ticket seller’s bank account. They should make sure to get a receipt for their purchase.

If consumers pay for tickets with a credit card, they can ask their bank or credit card provider for a chargeback if they don’t receive what they paid for.

Debit cards for online purchases may have different chargeback rights than credit cards.

Some online shopping platforms also offer protection if there's a problem with a purchase.

Tickets that sell out quickly

Tickets for popular events can sell out quickly.

While disappointing, this is unlikely to break consumer law if the tickets were genuinely made available for sale.

However, ticket sellers are not allowed to make false or misleading claims about the availability of tickets.

Obligations of ticket sellers and resellers

There are rules that all ticket sellers must follow.

• Have the right to sell the tickets
• Not make false or misleading claims about the event or availability of tickets, or that it is the authorised seller of tickets for an event when it isn't
• Not hide costs or other details from consumers, such as whether there is a restricted view from particular seats, or whether there are special conditions of entry
• Not engage in drip pricing
• Ensure that the ticket matches the event description on the website, including making sure that the ticket shows the correct seat or venue.

Specific responsibilities of ticket resellers

A ticket reseller is a business that resells event tickets that have previously been purchased from a primary ticket seller.

As well as following the rules that apply to all ticket sellers, ticket resellers must also follow additional rules.

These rules do not apply to private sales of tickets through online marketplaces.

Ticket resellers must also ensure that consumers:

• know that they are using a ticket resale platform rather than the authorised seller
• are informed of any difference between the original ticket price and the resale price.

Ticket resellers must clearly and continuously display:

• a statement that says “This is a ticket resale service. You are not buying from a primary ticket provider.”
• the total price that a consumer would reasonably be expected to pay if they purchased the ticket from an authorised ticket seller (alongside the resale price).

The total price excludes delivery costs and can be worked out in many ways. The total price may be:

• the price stated on the original ticket
• the amount for which the ticket was originally sold by the authorised seller
• the amount that was specified in an advertisement or website of the authorised seller
• estimated by comparing the characteristics of the ticket to similar tickets sold by an authorised seller.