Eventim is one of the largest ticket retailers in Europe, offering tickets to concerts, festivals, theatrical performances and more. With millions of tickets sold each year, some Eventim customers inevitably have the need to get a refund on their purchase. So what are the policies and procedures for getting a refund on Eventim?
The Basics of Eventim’s Refund Policy
In general, Eventim aims to provide flexibility to customers who need to cancel plans and get a refund on their ticket purchase. However, the specific refund rules can vary based on the event type, ticket level and other factors. Here are some of the key points of their refund policy:
- Refunds are available on most Eventim ticket purchases, subject to the specific refund rules for that event.
- To request a refund, customers must get in touch with Eventim’s customer service team before the event takes place.
- Any fees charged by Eventim on the original ticket purchase are non-refundable.
- For some events, only partial refunds may be offered, with the amount depending on when the refund is requested.
- Generally, the earlier the refund request is made, the more refund money will be available.
Eventim states that each event organizer or venue can set their own rules about refund availability. So the specific refund policy will depend on the concert, play, festival or other event that you purchased tickets for.
Refund Policies for Different Event Types
While Eventim’s overall refund policy aims to be flexible, the exact rules do vary for different categories of events. Here is an overview of the typical refund policies associated with each event type:
Concert Refund Policy
For most concerts booked through Eventim, there is a timeframe where refund requests can be made:
- Requests at least 7 days before the event can get a full refund.
- Requests 4-6 days before can get a 50% refund.
- Requests 0-3 days before are typically ineligible for refunds.
These policies can differ slightly depending on the concert promoter and venue. Bigger, high-demand concerts sometimes have stricter policies than smaller shows. But in general, the 7 day full refund window applies to most Eventim-ticketed concert events.
Sporting Event Refund Policy
Sporting events like football, hockey, basketball and more can have very strict Eventim refund policies. Often, no refunds are offered at all for sporting event tickets. This is because the demand is high and Eventim assumes they can easily re-sell any tickets given up by a customer. Some key points:
- Sporting events often have a no refunds policy, or refunds only offered 7+ days before an event.
- Playoff and championship sporting events are least likely to allow refunds.
- Regular season games may offer more flexibility for refunds, but policies still tend to be strict.
If a refund is offered, it is typically for the ticket price only – any fees paid to Eventim are non-refundable in most cases.
Theater/Arts Refund Policy
For cultural events like plays, musicals and opera performances booked via Eventim, refund policies tend to be moderately flexible:
- Full refunds are often available at least 48 hours before an event.
- Within 48 hours, rules vary but partial refunds are still possible in many cases.
- Customers can sometimes exchange tickets for another performance date as an alternative to getting a refund.
As with concerts, plays and musicals with extremely high demand may impose stricter limits on refund availability for Eventim ticket holders. But in general, you have better odds of getting money back on theater and arts events compared to sporting events when booked through Eventim.
The Eventim Cancellation Insurance Option
For customers who want the most protection for their ticket purchase, Eventim offers an optional Cancellation Insurance add-on when buying tickets online. This costs a small fee above the ticket price. But it covers the following scenarios:
- Illness, injury or death prevents you from attending.
- Delays from public transportation, traffic accidents or vehicle breakdowns.
- Severe weather preventing travel to the event.
- Job loss making it unaffordable to still attend the event.
With Cancellation Insurance, you can get a full refund of your Eventim ticket purchase even after the standard refund cutoff dates. This policy provides the most flexibility. But it does come at the cost of the insurance fee, usually around 5-10% of the base ticket price.
How the Refund is Issued
If you meet the refund criteria for your specific event and ticket level, Eventim will process your refund using the original payment method on the order. Here is how they issue refunds for different payment types:
- Credit Card – The refund amount is credited back to the original card used within 7-14 days.
- PayPal – Funds are transferred back to the PayPal account used on the purchase.
- Bank Transfer – A refund is sent by bank transfer to the account that originally paid.
- Eventim Gift Card – The refund adds credit back to the gift card balance.
One thing to note is that any fees paid to Eventim on the original order are not refunded. So if you paid a £5 service fee, for example, that portion would not be returned even if you get a full refund on the base ticket price itself.
Getting in Touch with Eventim Customer Service
To request or inquire about a refund on Eventim, you will need to contact their customer service team. Here are the best ways to get in touch:
- Online Form – Fill out the contact form on Eventim’s help site. You will need your order number handy.
- Email – Email Eventim customer service at [email protected]. Include your order details.
- Phone – Call 0800 988 44 40 (+44 207 720 7990 from overseas) to speak with an agent.
- Social Media – Message Eventim on Twitter or Facebook. But phone/email tend to get quicker replies.
Eventim aims to respond to all inquiries within 4-6 hours. But around peak sales times and popular events, reply times may be longer. Be ready to provide details on your order like:
- Order number
- Event name, date and location
- Type of ticket purchased
- Full name the tickets were booked under
With this information, their team can check on the refund policy in place and walk through next steps if a refund is possible. They may also ask some additional questions to validate the request.
Troubleshooting Problems with Eventim Refunds
While Eventim aims to process all eligible refunds smoothly, there are times when customers run into problems getting refunds they believe they qualify for. Here are some troubleshooting tips if you are struggling to get a refund approval:
- Double check the exact refund rules for your specific event and ticket type – policies can vary.
- If denied online, try contacting Eventim via phone as agents may have more flexibility.
- Ask about potential ticket exchanges or vouchers as an alternative solution.
- Escalate the issue politely if needed by asking for a supervisor.
- Provide all documentation available to strengthen your case.
- Be patient – approvals can take 7-14 days during busy periods.
Being persistent but polite when following up is key. If Eventim’s standard policy would not offer a refund, agents may still be able to make exceptions on a case-by-case basis. Highlighting extenuating personal circumstances that require a refund can also help in some cases.
Conclusion
While Eventim does aim to be flexible with customers needing refunds, every event and ticket has its own policy set by organizers. Checking the specific rules before your purchase and considering Cancellation Insurance can help protect your investment. But by providing details on your order, contacting customer service promptly, and being politely persistent, you generally have a good chance of getting at least a partial refund on most Eventim purchases.