Viagogo: Buyer Guarantee & Refund Rights

Key takeaways

• Viagogo guarantees valid tickets and on-time delivery, promising replacement tickets or refunds for invalid tickets or non-delivery.
• Cancelled events entitle buyers to 120% credit or a cash refund, but rescheduled or postponed events do not qualify for refunds.
• Claims must be filed promptly with documentation, typically within 14 days of receiving tickets or 48 hours after the event.
• Major gaps include no coverage for incidental costs, potential issues with nominative tickets, and reported difficulties getting refunds honored.
• US buyers should pay with credit cards for chargeback protection and document all transactions and communications thoroughly.

What the Viagogo Guarantee Promises

Viagogo's buyer guarantee states that tickets purchased will be valid for entry to the event. If you receive invalid tickets, do not receive your tickets at all, or are denied entry due to the tickets being counterfeit or invalid, Viagogo promises to provide comparable replacement tickets or issue a full refund.

The guarantee covers on-time delivery, meaning sellers are required to deliver tickets by a specified deadline before the event. Viagogo monitors ticket delivery and only pays sellers after the buyer has successfully attended the event, which provides some protection for buyers.

Cancelled Events and Refund Entitlements

For cancelled events, buyers are entitled to compensation. According to Viagogo's policy, when an event is cancelled, buyers receive a credit to their Viagogo Wallet worth 120% of the total amount paid. This credit is valid for one year and can be used for ticket purchases in the same currency.

Buyers can request a cash refund instead of the credit by accessing their Viagogo Wallet and selecting the cash refund option. Viagogo states it will process cash refunds to the original payment method within 10 business days of the request.

Important limitation: Viagogo does not provide refunds for rescheduled or postponed events. If an event is moved to a new date, your tickets remain valid for the new date, and you are not entitled to a refund under Viagogo's standard policy. This has been a significant source of buyer complaints.

Filing Claims for Non-Delivery and Invalid Tickets

If you experience problems with your tickets, you must contact Viagogo as soon as possible. For invalid tickets or entry denial, you may need to provide proof that you were refused entry to the event. In some cases, Viagogo may require you to complete a Dispute Claim Form with additional documentation.

Time limits are strict. Reports indicate buyers typically must report issues within 14 days of receiving tickets or within 48 hours after the event takes place. Forms must be returned to Viagogo within 10 working days of receiving them to qualify for refund consideration under the guarantee.

Viagogo can be contacted through their website support system. Keep all documentation including order confirmations, delivery receipts, communication with sellers, and any evidence of problems. If Viagogo's customer service does not resolve your issue, US buyers may consider filing a chargeback with their credit card company, typically within 120 days of the event date.

Known Limitations and Gaps in Coverage

Several important limitations exist in Viagogo's buyer guarantee. The guarantee does not cover incidental costs such as travel or accommodation expenses if you cannot attend an event due to ticket problems. Service fees may not always be refunded even when the ticket price is refunded for cancelled events.

Tickets with resale restrictions present a major gap. Many events now use nominative tickets where the original buyer's name is printed on the ticket or linked to ID requirements. If you are denied entry because the ticket has someone else's name and Viagogo failed to disclose this restriction when you purchased, you may have a claim, but the refund process can take weeks and outcomes vary.

The guarantee may not apply if the event organizer's terms prohibit resale, though Viagogo is required to disclose such restrictions at the time of purchase. Buyers have reported difficulties getting refunds honored, slow customer service responses taking weeks, and situations where Viagogo does not honor guarantee promises despite valid claims.

Protection Tips for US Buyers

Always pay with a credit card rather than a debit card, as credit cards provide additional chargeback protections under federal law if something goes wrong. Document everything, including screenshots of the listing, all email correspondence, and any evidence of problems.

Read the specific listing carefully for any disclosed restrictions on resale or entry requirements. Report problems immediately and in writing through Viagogo's system, keeping copies of all claims filed. If Viagogo denies your claim or does not respond within a reasonable timeframe, contact your credit card company to explore chargeback options.

Be aware that while Viagogo's guarantee exists, some buyers report needing to be persistent and escalate through multiple channels to receive the refunds they are entitled to under the guarantee terms.