Consult this handy guide if you have any questions about refunding tickets due to the coronavirus crisis.
Due to the large number of questions, we are unable to answer all messages quickly. Before contacting us, we ask you to consult our FAQ section. Or go through the extensive step-by-step plan below. Thank you for your understanding.
1// What is the exact status of the event I have tickets for?
Has the event for which you have tickets been cancelled, postponed without a new date or moved to a new date? Please check this overview page of affected events.
- Has the event been cancelled? Go to step 2A.
- Has the event been postponed without a new date? Go to step 2B.
- Has the event been moved to another date? Go to step 2C.
- Has the event been rescheduled to another date and another location? Go to step 2D.
- Has the event been cancelled, but you get the opportunity to rebook to another location? Go to step 2E.
2// What does the status of my event mean?
First of all: We always inform ticket buyers via email when there is new information about the event they bought tickets for. So be sure to check your mailbox (including your spam folder) to see if there is any news about your tickets.
2A. My event has been cancelled
If an event is cancelled you will receive an email. In this communication you will find all the information you need as well as a link to the refund form for cancelled events. This form must be completed before the end date stated in the email. Please double-check that you have entered your account number correctly in order to avoid any delay in the refund process. If you have entered everything correctly, you can expect a refund. During coronavirus time, the refund will be issued a little later than usual. For cancelled events, the money is usually on your account three months after the end of the application period.
Go to the refund form for cancelled events
2B. My event has been postponed without a new date
If the event for which you have ordered tickets is postponed without a new date being announced, we will inform you by email. No further action is expected from you. At that moment we do not have any more information at our disposal and therefore we can't help you any further. The Ministerial Decree of 18 March 2020, published again on 18 September 2020 (last amendment on 12 May 2021), states that a refund cannot be claimed for an event for which a new date has not yet been determined. Consequently, we cannot process refund requests for such events and ask you to be patient until the new date is known. As soon as we know the new date, we will notify you by email. Then go to step 2C.
2C. My event has been moved to another date
If the event for which you had tickets has been rescheduled, we will inform you by email. You will then receive what we call a 'Ticket Update'. This email complies with the Ministerial Decree of 18 March 2020, published again on 18 September 2020 (last amendment on 12 May 2021). There are then two possibilities.
A. I can attend the event on the new date
Does the new date suit you? Then you do not need to take any further action. The 'Ticket Update' is proof that your purchased tickets remain valid for the new date of the event. You can find this official proof in the blue box of the email. Don’t worry if you have not received your original tickets yet. We work with delayed ticket transfer in most cases, which means that tickets are mailed out approximately two to four weeks before the event. You will also find your tickets in your account on our website at that time, after registration.
B. I am unable to attend the event on the new date
If the new date does not suit you, then according to the Ministerial Decree of 18 March 2020, republished on 18 September 2020 (last amendment on 12 May 2021), you can request a refund if you can provide proof that you are indeed unable to attend the event on the new date. You can read more about this in step 3.
2D. My event has been moved to a new date and a new venue
If the event has been moved to a new date and a new venue, we will inform you by email. If this new date and/or location suits you, then you do not need to take any action and you will receive new tickets later. In most cases we work with delayed ticket transfer, which means that tickets are mailed out approximately two to four weeks before the event. The chance therefore exist that you did not yet receive tickets for the originally planned date. You will find your tickets in your account on our website in due time, after registration.
If you choose a refund, there are two possible scenarios.
If the new location is nearby (*), you can request a refund but you have to prove that the new date and/or location are not suitable for you. See step 3.
If the new location is not nearby (**), you can request a refund as mentioned in step 2A and documentary evidence is not needed.
(*) As stipulated in the Ministerial Decree of 18 March 2020 and subsequently republished on 18 September 2020 (last amendment on 12 May 2021).
(**) This will be determined in consultation with the organiser in all reasonableness.
2E. My event has been cancelled or moved to a location further away than the original one and I am offered the opportunity to change my tickets to another date and location
If the event is cancelled or moved to a location further away than the original one (see step 2D), we will inform you by email. If this email contains the option to rebook your tickets for another date and location, you can of course make use of this option. If you opt for a refund, then follow step 2A.
3// What do I need to do to get my tickets refunded for events that have been rescheduled?
Carefully fill in your personal details on the refund form for events affected by the coronavirus crisis.
Deadline for application for refunds
This form must be completed within 30 days of receiving our 'Ticket Update' email (see step 2C). The official date of the Ticket Update email is listed in the top left-hand corner of the mail. The 30 days start from this date.
Check your account number
Select the event for which you have tickets from the dropdown list on the form. Fill in the requested details and be sure to check your account number so that the refund is not delayed due to an incorrect or incomplete account number.
Payments by credit card
If you paid by MasterCard or Visa, enter the word 'online' in the BIC and IBAN number field. The money will then be transferred to the account that was used to purchase the tickets.
Add your documentary evidence
Add a document as proof that you cannot be present on the new date. Please note that simply uploading your tickets does NOT count as proof. Possible reasons that can be invoked include a planned medical procedure, a planned wedding or a planned trip. You can upload a maximum of 1 file with a maximum size of 1 MB.
Make use of the extra field to give an explanation
If you would like to give more details about your application for reimbursement, you can do so at the bottom of the form. You do not need to take any further action after filling in the form.
4// How does the follow-up of refunds work?
4A. Refunds for cancelled events
Anyone with tickets for a cancelled event will be refunded after completing the refund form. Please note that due to the enormous workload this may take several months.
4B. Refunds for events that are moved to a new date
If you have received a 'Ticket Update' email, this means that your tickets are subject to the Ministerial Decree of 18 March 2020, subsequently republished on 18 September 2020. After we have processed your request, there are two possibilities.
A. Your request is approved
You will not receive a separate message about this. The money will be transferred to your account automatically. You can expect to be reimbursed at the latest three months after the lifting of the Ministerial Decree (exceptional measure). Currently, this lifting is foreseen on 1 October 2021. In principle, you will therefore receive a refund before the end of January 2022.
B. Your request is not accepted
We will inform you of this. You will not receive a refund because the evidence was not accepted as sufficient. However, your tickets remain valid for the event on the new date.