Festival cancelled refund promoter or ticket seller: who helps?

Summary

When a festival is cancelled and the promoter and ticket seller each say the other should refund you, who helps first is usually the business that took your money, then your card provider for chargeback or Section 75, then Citizens Advice for letter wording. Advisers will not force a refund for you or litigate the promoters’ private contract.

Key information

• Keep the order email, payment method, event name, and every message blaming the other party.
• The refund route often follows who charged your card, not who organised the stage.
• If you paid by credit card, Section 75 may apply for goods or services over £100. Debit cards use chargeback under the scheme rules.
• Deadlines for chargeback are short. Do not wait while they argue with each other.
• Citizens Advice: Advisers explain consumer rights for cancelled events using buying tickets style guidance and help you draft a complaint. They will not chase the promoter for you, guarantee a platform refund, or represent you in court.
• your card provider: They can open a chargeback or Section 75 claim against the merchant that took payment if the event did not happen and the seller refuses a refund. They will not decide who is “right” between promoter and platform beyond the payment dispute, or refund cash paid outside card channels.
• Ticket seller / platform: Process refunds under their T&Cs. They will not: Not your free adviser. Reach: Account email and help centre.
• Event promoter: May refund if they took payment or promised one. They will not: Not obliged via CA alone. Reach: Contact on the event site.
• Card issuer / bank: Chargeback or Section 75 on the payment. They will not: Will not sue the promoter for you. Reach: App or phone on your statement.
• Citizens Advice: Explain rights; letter help. They will not: Will not force the refund. Reach: Citizens Advice consumer.
• They keep saying “ask the other company”. What now? Complain to whoever took the payment, then open a card dispute. Keep both refusal emails.
• Cash or bank transfer only? Card tools may not apply. Citizens Advice can still help you frame a small claim path.

Practical guidance

• Write once to the seller that charged you and once to the promoter. Ask for a full refund with a clear deadline.
• If refused or ignored, start a credit card Section 75 claim or debit chargeback with bank or card statements attached.
• Use Citizens Advice templates if you need a firmer letter before court small claims.
• Check whether the ticket was sold through a marketplace with its own buyer protection.
• Ask the Shaman.

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