If you've purchased tickets through Viagogo, you know how valuable it can be to access events that are sold out elsewhere. As a major ticket resale marketplace, Viagogo connects fans with over 50 million live events worldwide. But what happens when plans change or things don’t go as expected? Knowing the ins and outs of Viagogo’s return policy is crucial—especially since, in many cases, sales are final.
Viagogo isn’t a traditional ticket seller. Instead, it acts as a platform for people to resell tickets, which affects how cancellations and refunds are handled. From non-refundable purchases to options for reselling your tickets, Viagogo offers some flexibility—alongside firm rules. Below, we break down everything you need to know about cancellations, refunds, and guarantees when using Viagogo.
Viagogo’s cancellation policy is strict: once you confirm a ticket purchase, the sale is final. There are no cancellations, changes, or exchanges allowed under normal circumstances. This is because Viagogo acts as a marketplace—connecting buyers and sellers—and once a seller has committed to providing a ticket, the platform considers the transaction complete.
If you realize you can’t attend the event after purchasing tickets, you can’t cancel the order. However, Viagogo recommends relisting your ticket on their platform so someone else can buy it. This is currently the only workaround to avoid losing the value of your purchase.
In most cases, Viagogo does not issue refunds for ticket purchases unless there’s a major issue with the order. For example:
In such cases, Viagogo’s 100% order guarantee comes into play. You may receive either a replacement ticket or a full refund if they can’t resolve the issue. It's important to note that if an event is simply postponed or rescheduled, Viagogo doesn’t typically offer automatic refunds—you’ll be informed of your options at that time.
Yes, if you can no longer attend an event, Viagogo encourages you to resell your ticket through their platform. This is their main alternative to cancellations or refunds.
Here’s how to do it:
Viagogo gives you full control over the price, and once the tickets are resold, you’ll receive your payment after the event takes place and the buyer successfully attends.
If you're eligible for a refund and your original payment method (like a bank account or card) is closed, Viagogo will typically attempt to refund the payment to that account first. If it fails, they will contact you for updated banking information.
Here’s what you can do:
Always keep your Viagogo account details up to date to prevent delays in processing any refunds.
Yes, Viagogo offers a 100% order guarantee on all tickets. This means:
…Viagogo will provide either a replacement ticket or a full refund. This policy adds a layer of security for buyers, especially when purchasing high-demand or international tickets.
Also, sellers only receive payment after the buyer successfully attends the event, which helps ensure the integrity of every transaction.
If the artist cancels a concert, Viagogo will notify you of the steps you need to take. Depending on the situation, you may be eligible for a refund or ticket replacement.
Here’s what typically happens:
Viagogo handles each case individually and will communicate all the necessary instructions.
If you need assistance, you can reach Viagogo’s customer support through the following:
To make changes or check on your tickets:
Customer service is available to guide you through sales, refunds, or any ticketing issues before and after your event.
While Viagogo doesn’t offer flexible cancellations or refunds like traditional ticket vendors, it still provides solid protections through its 100% order guarantee and resale options. Buyers should be aware that all sales are final, but they have the opportunity to resell tickets if plans change. Refunds are only available under specific conditions, such as canceled events or ticket issues.
If you’re planning to use Viagogo, make sure to double-check event details before clicking “Buy Now” — and remember, if you can’t attend, someone else might be looking for the same ticket you’re letting go. With transparency, a secure platform, and buyer protections, Viagogo remains a strong option for accessing global live events.
