Refunds and Cancellations

Tickets relate to leisure events on a specific date and time. Purchases are normally final once payment is successfully confirmed. A general change-of-mind refund is not normally available once payment has completed.

Buyers should check all event details — including date, venue, start time and any conditions of entry — carefully before completing a purchase.

A buyer may contact support to request a refund where:

• the ticket was not delivered after payment was confirmed;
• the supplied ticket is invalid, already used or does not grant entry to the stated event;
• the ticket is materially different from its listing description;
• the seller did not own or have authorisation to sell the ticket;
• the transaction was fraudulent;
• a refund is otherwise required by applicable law.

Contact us at support@bathticketmarketplace.com as soon as reasonably possible after the problem arises. Please include:

• your account email address;
• the event name, date and any order reference;
• a concise description of the problem;
• screenshots, messages or venue evidence where available.

We may need to gather information from both parties and from our payment provider before reaching a decision.

Bath Ticket Marketplace does not control event cancellation, postponement, venue changes or line-up changes. The venue, organiser and original ticket issuer set the policies that apply to their events.

Resale buyers may not have a direct contractual relationship with the original issuer. Where an event is cancelled, a seller may be asked to claim any available refund from the original issuer and cooperate with the resolution.

We will assess each case individually, but we cannot guarantee recovery from the organiser or original issuer. Postponed or rescheduled events may not automatically qualify for a refund if the ticket remains valid for the new date.

Being unable to attend, an accidental purchase or a change of personal plans will not normally qualify for a refund. Where the ticket permits, a buyer may be able to relist the ticket through the marketplace, subject to the ownership and listing rules described in our Terms and Conditions.

Sellers must not withdraw, reuse or distribute a ticket after it has sold. If a seller is unable to provide the valid ticket, the buyer should receive an appropriate refund. In that event the seller may lose their proceeds and their account may be restricted.

Where a full refund is approved, the treatment of platform fees will be communicated as part of the refund decision and will comply with applicable law. We do not make blanket promises about fee refundability in every scenario, as this depends on the circumstances and the capabilities of the underlying payment provider.

Please contact us before raising a chargeback with your bank or card provider where possible. We will always cooperate with a legitimate dispute. Abusive or dishonest chargebacks may lead to account restrictions, but we will never discourage you from exercising lawful payment rights.

Nothing in this policy limits any rights you have under applicable consumer protection law.