We hear you and understand your concerns during this difficult time for all!
Most events that were due to take place from the end of March have been cancelled or postponed. The best way to stay updated is to keep an eye on your inbox for messaging sent out by the event organiser, or keep a check on the event's social media pages.
The rules will differ with each event, but generally all events due to take place in the coming few weeks will likely either be postponed, or cancelled. Where an event is postponed, you will be given the chance to keep hold of your ticket(s) to use at the new date. You don't need to get in touch with us to let us know; simply keep hold of your ticket! If you cannot attend the new date, you may be given the option to refund your ticket(s) directly within the My Tickets section of your Ticket Fairy account. The event organiser will either notify you via email with instructions, or make an announcement via social media.
I was told I can refund the tickets myself. How do I do this?
If the event organiser has made this option available for an event, you will be able to select a refund yourself. Please note, this option will not apply to all events, but only those that have been postponed and where self-refunds are enabled by the event organiser.
To select a refund:
- Log into your Ticket Fairy account
- Head to 'My Tickets' and click on the ‘Details' button next to your order
- Hit 'Refund' next to each ticket you wish to refund
- Refunds can take up to 7 business days to show in your account, which is subject to your bank’s processing times.
Please also note, when self-refunding, you will not receive an email to confirm the refund has been processed, but the status of your ticket will change to Refunded. You can check this in My Tickets. If you can't see your order in My Tickets, please ensure you are logging in with the same method you used at checkout (ie. via Facebook or with the same email address). If you're having trouble logging in, please get in touch and let us know which email address you are using, or whether you're logging in via Facebook.
My event was cancelled. When can I expect my refund?
Generally, where an event is cancelled with no rescheduled date, you will be automatically refunded back to your original method of payment and notified via email, once the refund is on its way to you. You do not need to get in touch with us to request a refund in this scenario. In this time of global pandemic, all event organisers are experiencing unprecedented disruptions to running their events, so please be patient with them (and us!) if the refunds are taking a little longer to be processed. We are working on your behalf to secure refunds from event organisers as soon as possible.
My event is over a month away, but I haven't yet heard anything!
You may find you haven't had an update on the status of the event you were planning to attend. If this is the case, it'll be because we are awaiting additional instructions from the event organiser. Please note that some event organisers will only be in a position to release further information closer to the scheduled date. If the event is taking place in May, please hold tight and we'll ensure you are updated as soon as possible.
In these unprecedented times, know that we're all affected and in this together. We assure you of our commitment to stay with you throughout. Events may be off the radar for some time, but Ticket Fairy Support remains at your service 24/7. We're here to help. If resolution times are currently longer than usual, we thank you for your understanding and patience during this time.
See you on the other side of this and stay safe, all!