Event cancelled or postponed?

The short answer

If an event is cancelled or postponed, your first stop is the seller you bought from — the company whose checkout took your payment. TicketsGarage is a discovery site and is not the seller, so we cannot issue refunds, exchange tickets or change an order.

Refunds, exchanges and replacements are handled under the terms of the seller you bought from, and any window for requesting one is set by that seller or by the event organizer. Check your order email and sign in to your account with the seller for the exact rules that apply to your order.

Cancelled, postponed, rescheduled, moved: what each word usually means

Organizers and sellers use these words differently, and the fine print sits in the seller's terms. In general usage they mean roughly the following:

• Cancelled: the event will not happen at all. Sellers typically describe a refund option in their terms for this case; the details for your order are in your account and confirmation email.
• Postponed: the event is pushed to a new date that is not confirmed yet. Tickets are often valid for the new date once it is announced, but conditions can apply — check what the seller tells you.
• Rescheduled: the event has a confirmed new date. Your existing tickets are often valid for that date, and sellers usually describe any alternative, such as a refund option, in their terms.
• Moved: the event keeps its date but gets a different venue or setup. What that means for your seats or booking varies, so check the organizer's notice and the seller's terms.

If your event is cancelled

Refunds for a cancelled event are handled by the seller you bought from, not by TicketsGarage. Open your order email and the confirmation in your seller account: those are the records that show the seller's own cancellation terms, how a refund is paid (usually back to the original payment method) and any deadline for requesting one.

If the event is cancelled and not rescheduled, some sellers offer a refund as described in their terms, while others may first offer alternatives such as exchanges. Whatever applies to you is set by that seller — do not rely on general guides, including this one, for your specific order.

If your event is postponed or rescheduled

Tickets are often still valid for the new date when an event is postponed or rescheduled. If you cannot attend the new date, the seller or organizer may describe an option such as a resale or refund request in their terms, and any window for that is set by them.

Watch the seller's account area and your email for updates, and only act on notices that come from the official seller or organizer. If the new date is finally cancelled, the cancellation rules above apply.

Timed attractions and experiences

Experiences booked through HelloTickets-type sellers, such as tours, museums and timed attraction entries, work a little differently from one-off live events: you pick a date and time slot, so a cancellation can simply mean cancelling your own booking.

In that case the cancellation terms shown at checkout for that product are what apply — how far in advance you can cancel, what fee, if any, keeps what. TicketsGarage does not sell these tickets and cannot change or cancel a booking; contact the seller.

What to do now

Work through this checklist the moment you hear about a change to an event you have tickets for:

• Find your order email: it confirms who your seller actually is, your order number and the terms that apply.
• Sign in to your account with that seller — Ticketmaster or HelloTickets for orders bought through our links — where order changes are usually announced first.
• Look for official notices from the event organizer or venue: cancellations, new dates and venue moves are stated there.
• Keep your records: save the confirmation email, screenshots of official announcements and any correspondence until the matter is fully resolved.
• Watch for refund scams: never share card details, payment codes or 'processing fees' with anyone contacting you about a refund. Refunds come from your seller through the original payment method, not through links in unexpected messages.

Who to contact

TicketsGarage is not the ticket seller. We help you discover events and then link you out to partner checkout pages where the purchase happens, so we hold no payment, order or ticket for you and cannot process a refund on your behalf.

Contact Ticketmaster for orders bought through a Ticketmaster checkout, and HelloTickets for orders bought through a HelloTickets checkout. Their support channels, terms and the details in your account are the definitive source for your specific order.

Frequently asked questions