Leisure events

The right to change or return tickets to leisure events does not apply automatically and depends on the contract terms. If the event is cancelled, you have the right to get the ticket price back. When a performer at a festival is cancelled, you may have a right to compensation if the festival content changes significantly compared to the information provided in advance marketing. 

Right to return tickets to events

You normally have the right to cancel a contract made through distance sales, including telemarketing or online sales, within 14 days. However, this right does not apply to a leisure event scheduled for a specific date and time. In some cases the right to cancel may be included in the contract terms of these services. Consequently, you cannot return tickets to a concert, theatre performance or sports event, for example, unless this is specifically stated in the contract terms.

Cancellation or postponement of an event

If an event is cancelled or its date and time are changed, you have the right to get the ticket price back.

• This right applies even if the cancellation or postponement is due to a reason beyond the event organiser’s control.
  • Force majeure or other similar reasons do not eliminate the event organiser’s obligation to refund the price of services the customers have not received.
  • As a rule, any contract terms under which you are not entitled to a refund on the ticket price are unreasonable.
• If the event organiser has cancelled the event due to a force majeure, such as the performer falling suddenly ill, pandemic, or weather conditions, you are usually not entitled to compensation for any additional and unused expenses, such as accommodation or travel expenses. However, this requires that you have been properly informed of the cancellation of the event.

Alternatively, you can negotiate with the event organiser on the possibility of using the ticket you purchased to an event in other ways at a later date. However, you are always entitled to a full refund if you so wish, and you are not obligated to accept alternative arrangements for compensation or using the ticket.

Refunds

The obligation to refund you may apply to either the ticket agent or the event organiser. If the agent has already remitted the ticket revenue to the event organiser, the organiser is responsible for refunding the ticket price. In this case, too, the agent often handles the refund. If you paid for your ticket with a credit card, you may also demand a refund from the credit card company.

If you purchased your tickets through an agent, you normally do not have the right to recover the shipping and service fees charged for them even if the event is cancelled. In order for this rule to apply, the company selling the tickets must have stated that they only operate as a ticket agent and informed consumers of the delivery costs and service charges in advance. However, no additional fees may be charged for refunding the ticket price.

If the event organiser uses a ticket agent to refund the payment of the cancelled event, the event organiser is usually liable for the costs of making the refund. As a rule, any contractual terms stating that a certain amount is to be deducted from the consumer’s receivables when the ticket agent refunds the ticket price on behalf of the event organiser are unreasonable.

• The ticket agent cannot charge you any additional processing fees for handling refunds resulting from a cancellation by the event organiser.
• The event organiser or ticket agent may not automatically refund you for the ticket price, but you may need to apply for a refund separately.
• Read any available refund instructions and submit a refund application as soon as possible after finding out about the cancellation or postponement of the event.
• There are no legal provisions on what should be considered a reasonable time for being reimbursed for the ticket price. The event organiser or ticket agent must strive to refund the price of the event ticket as quickly as possible.

If you are offered a gift card instead of a refund, you may consider accepting it.

• You do not have to accept alternative forms of compensation, such as a gift card, and you can always claim a full financial refund if you wish.
• The gift card should be valued at the same price as the event ticket you purchased, and it should be valid for a sufficient period of time.

If you paid for your ticket with a credit card, you may also claim a refund directly from the credit card company. However, the credit card company is not obligated to refund you for any sum that exceeds the payments you have made.

• You should check the instructions and schedule for financial refunds on the event organiser’s or ticket agent’s website before submitting your claim to the credit card company.
• The credit card company cannot require you to first contact the event organiser or ticket agent. Instead, you can choose to which party you address your claim for a refund. If you have already been refunded by the event organiser or ticket agent, you cannot request a refund from the credit card company.

Cancellation or change of a festival performer

A festival organiser has an obligation to inform ticket holders effectively of any changes. While concerts typically are services prone to cancellations and changes, the organiser cannot be released from their liability simply by reserving the right to changes in advance.

The possibility of compensation is assessed based on how the festival has been marketed, how much the cancellation of the artist affects the festival as a whole, and why the cancellation has taken place.

• If the content of the festival changes significantly compared to the marketing information, you may have a right to a reduction on the ticket price.
• Changes that are minor when considering the festival as a whole do not give you the right to compensation.

The cancellation or change of the main performer of a festival usually entitles ticket holders to compensation. The amount of the compensation depends on whether the event lasts for one or more days and whether you have attended the event despite the cancellation or change of the main performer.

• In the case of a one-day event, the cancellation or change of the main performer may entitle you to cancel the contract and get a full refund for the ticket price.
• If the event lasts for multiple days, the cancellation or change of the main performer may entitle you to a price reduction.

Defects in event organisation

In addition to the announced performers, other aspects of event organisation must be as agreed. The consumer can claim compensation if, for example, their seat is downgraded.

The content and quality of concerts and theatre performances, for example, may vary depending on the performer(s) and performances. The consumer must be prepared for quality deviations, and the performance is not defective just because it did not meet the consumer’s expectations.

A ticket agent is only responsible for performing their task of selling tickets professionally and carefully, not for the event arrangements.