SeatGeek: Buyer Guarantee & Refund Rights

Key takeaways

• SeatGeek's Buyer Guarantee covers on-time delivery, valid entry, and correct tickets, with replacement tickets or refunds provided for verified issues.
• Cancelled events qualify for full refunds to the original payment method or account credit, but postponed or rescheduled events generally do not unless required by state law.
• Buyers must contact SeatGeek immediately when issues arise, as delayed reporting may disqualify claims for replacement tickets or refunds.
• All sales are final outside of guarantee situations, and the guarantee does not cover denied entry due to venue rules or personal expenses like travel costs.
• Buyers who purchase the optional Refundable Tickets add-on at checkout can cancel up to 48 hours before the event for any reason.

What the Buyer Guarantee Covers

SeatGeek's Buyer Guarantee promises three core protections: tickets will be delivered in time for the event, tickets will provide valid entry to the event, and the tickets received will match those ordered. If any of these conditions are not met, SeatGeek will work with buyers on a case-by-case basis to resolve verified issues.

When a guarantee issue occurs, SeatGeek may provide comparable or better replacement tickets, issue a refund, or offer account credit where permitted by law. Buyers must contact SeatGeek immediately upon discovering an issue, as delays may prevent the company from providing replacement tickets or a full refund.

Cancelled Events: Your Refund Rights

If an event is officially cancelled and not rescheduled, SeatGeek will provide a full refund of the purchase price to the original payment method or, where state law permits, issue account credit for future use. The company will notify affected buyers and provide instructions for obtaining the refund or credit. Contingent games such as playoff series games that are not played due to team elimination are treated as cancelled events and qualify for full refunds.

Refunds typically appear within three to ten business days after processing, depending on the buyer's bank or payment provider. Buyers generally do not need to contact support for cancelled events, as SeatGeek contacts eligible fans once the cancellation is confirmed by official sources.

Postponed and Rescheduled Events

Postponed or rescheduled events are not considered cancelled. Tickets remain valid for the new date, and refunds are generally not offered for these events unless required by applicable state laws. If replacement tickets are required because the venue has changed, SeatGeek will work to obtain them at no additional cost.

Buyers who cannot attend the rescheduled event may list their tickets for resale on the SeatGeek marketplace. The optional Refundable Tickets add-on, if purchased at checkout, allows cancellation up to 48 hours before the event for any reason, including rescheduled dates.

How to File a Claim for Non-Delivery or Invalid Tickets

Buyers should contact SeatGeek immediately if tickets are not delivered in time, do not work at the event, or are not the tickets ordered. Support can be reached by clicking Contact Support when viewing order details in the Tickets section of a SeatGeek account. Customer support is available from 9 AM to 1 AM Eastern Time via chat, email, or phone, with phone support available within seven days of the event.

SeatGeek will review the issue and work to resolve it under the Buyer Guarantee when applicable. The company's first priority is providing comparable or upgraded replacement tickets at no additional charge. If replacement tickets are not satisfactory, buyers can request a refund instead. Timely reporting is critical, as waiting until after the event may disqualify claims.

Important Limitations and Exclusions

SeatGeek's standard policy states that all ticket sales are final. Orders cannot be changed, cancelled, or refunded outside of the specific situations covered by the Buyer Guarantee or applicable state laws. Tickets cannot be exchanged for different seats, sections, or events, and order quantities cannot be modified.

The Buyer Guarantee does not cover several situations, including being denied entry due to venue rules, age restrictions, disruptive behavior, or failure to follow event policies. It also does not cover personal expenses related to attending an event such as travel, hotel, or parking costs. Buyers who provide incorrect delivery information or are unavailable to receive tickets when delivered are not eligible for refunds or guarantee protection. Additionally, buyers must comply with SeatGeek's Terms of Use to receive the benefit of the guarantee.