Viagogo is well known for arranging tickets for sold-out events – but if you want to cancel a ticket, it’s not that straightforward from a legal point of view.
Viagogo: Purchased tickets cannot be cancelled
You were desperate to go to your favourite artist’s concert, but the event had long since sold out. Even though buying a ticket via the Viagogo platform might seem like a good idea at the time, you’ll run into problems if you’re ultimately unable to attend the event. This is because in Germany – and, incidentally, in Austria too – there is generally no statutory right of withdrawal when buying tickets, as explained, amongst others, by the Hamburg Consumer Advice Centre.
- This means that buyers cannot cancel tickets, even those they have usually purchased at a high price on Viagogo. This applies even if the seller has not yet confirmed the order. Simply clicking ‘Buy now’ is sufficient to complete the purchase.
- Similarly, the seller cannot cancel the sale of the tickets. If they are unable to deliver the tickets, they are liable, in accordance with Viagogo’s terms and conditions, for the costs incurred by the company as compensation for the buyer.
- If you are unable to attend the event, you can try to resell the tickets via Viagogo or a similar platform.
- However, it is not possible to return digital tickets or personalised tickets. You should bear in mind that there may be legal complications involved in reselling them: in many cases, reselling personalised tickets in particular is prohibited.
Refunds for cancelled events
If an event is cancelled, you are generally entitled to a refund of the ticket price. However, it may take a while before you receive your money back from Viagogo. In most cases, you must first return the original tickets.
- Viagogo reserves the right to initiate the refund only once this has been done.
- In the case of postponed events, however, the tickets remain valid. Refunds are not usually offered. In such cases, Viagogo points out that the tickets remain valid for the alternative date.
- If the event is postponed, Viagogo will contact you in good time. In the event of a cancellation, the portal will refund the purchase price of the tickets.
- Particularly during the COVID-19 pandemic, when many events were cancelled or postponed, Viagogo offered automatic refunds in some cases. This is no longer the case. At present, you must actively submit a refund request and provide all necessary supporting documentation. Unfortunately, simply waiting will not help in this situation.
- Incidentally, this also applies if you do not hear from Viagogo within 24 hours, even though the event is not taking place: in that case, you should take the initiative yourself.
Problems with refunds: what you can do
If you are having difficulties with your refund, you can take the following steps:
- Use the contact form on the Viagogo website or contact customer services by telephone on +49 800 723 7191 . You can also call this number if you have not received your tickets at all.
- Keep a written record of all communication with Viagogo and retain copies of all relevant documents. These will serve as evidence should legal proceedings arise.
- In Germany, you can contact the Consumer Advice Centre. In Austria, the Ombudsman’s Office for Consumer Affairs is available to assist you. As Viagogo is based in Switzerland, the EVZ (European Consumer Centre) can also offer you support.
