This site uses cookies to provide you with a great user experience. To find out more, read our cookie policy.

Welcome to viagogo

Help Centre

What is the viagogo Guarantee?
Buyers
When you purchase tickets on viagogo, viagogo guarantees that you will receive the tickets you paid for in time for the event. In the rare instance that a problem arises and the original ticket seller does not provide you with the tickets listed for sale, viagogo will, in its discretion, review comparably priced tickets and offer you replacement tickets at no additional cost, or viagogo will issue you a refund for the cost of the tickets. "Comparably priced" replacement tickets are determined by viagogo in its discretion.

  • If You receive tickets from the Seller that are not the tickets you ordered, or, are tickets that are invalid and are not honoured at the venue, or, in the case where we did not tell you about a restriction on the ticket which could result in you being prevented from using the ticket, we strongly advise you to Contact Us to report the issue.
  • Issues relating to the tickets which are apparent prior to the event must be reported within 10 working days of receiving the tickets, otherwise this will no longer be covered by the viagogo Guarantee.
  • For the avoidance of doubt, if a restriction on the ticket is disclosed to You in advance of your purchase, You will not be entitled to a refund unless you have first attempted to gain access to the event in question and have been denied entry to the event because of such restriction.
  • Should you experience problems with your tickets on the day of the event you must contact viagogo within 5 working days of the incident to report the issue.
  • In certain circumstances, you may be required to complete a Dispute Claim Form and provide additional information in order to claim a refund. Forms must be returned to viagogo 10 working days after receiving them, in order to apply for a refund.
  • Unless you comply with these fair and reasonable deadlines, you will not be covered by the viagogo Guarantee. viagogo reserves the right to prohibit anyone who brings a fraudulent claim from having further access to our website.
  • Reasons why a claim may be rejected include but are not limited to:

  • - The claim is made outside of the timeframes listed above
    - A customer is denied entry to a venue as a result of attempting to enter the venue with a ticket that they are not eligible for (e.g. an adult entering on a child ticket)
    - A customer is denied entry to a venue as a result of their own error, for example failing to download and print their E-tickets ahead of time, attempting to enter with a confirmation email only or arriving late to the event
    - A customer is denied entry to a venue as a result of personal conduct or attire in line with the policies of the venue
    - A customer has not attempted to enter the event with their tickets and has not been denied entry, with the exception of the case where there was a restriction on resale which a customer should have been made aware of, but was not made aware of, at the time of purchase
    - A customer did not collect his tickets at the pick-up point, or showed up late to the event
    - A customer who claims to have received incorrect tickets without sending proof of the tickets that were received
    - A customer who claims to have received incorrect tickets and who does not contact us about a problem until after the event occurs, or who never returns the tickets when asked to do so
    - A customer who enters wrong or incomplete delivery details and never receives his tickets as a result of his or her error
    - A customer who refuses a delivery, or is not home to collect his or her tickets and never picks them up from the delivery carrier collection point

Sellers
when you sell tickets on viagogo, provided you provide the exact tickets listed for sale and the ticket Buyer successfully gains entry to the event, viagogo guarantees that you will be paid for your sale.

This guarantee does not affect your statutory consumer rights under UK law. For further details please see our Terms and Conditions.

Did you find this answer helpful? Yes No
Why wasn't this helpful?
I understand the answer but I don’t like it
I don’t understand the answer
I can’t find the question I want to ask
Contact Customer Support