Travel plans aren’t set in stone, today more than ever. The below FAQ is for everyone who is concerned about their travel plans due to the novel coronavirus outbreak (COVID-19).
At Tiqets we’re committed to keeping culture accessible to our community during this time. Whether you’re currently traveling or considering a trip, we’re here to support you as you make the best decision for you. Please get in touch with our Customer Service team via email or consult the FAQ below to help you decide your plans.
If you buy a ticket with free cancellation included, you can cancel that ticket up to 24 hours before your visit for a full refund. No questions asked. Just get in touch with our Customer Service team via email and we’ll process your refund.
If you have booked tickets through Tiqets to a venue that has closed due to the coronavirus, get in touch with our Customer Service team via email and we’ll process your full refund. We’re also happy to provide you with a voucher for the full amount of your order instead, so you can postpone your visit to another time or location.
We understand that many travelers have been forced to rethink their plans due to the outbreak. Refunds will be granted if:
Please get in touch with our Customer Service team via email to process any cancellations for the above reasons.
Please contact our Customer Service when the CDC or your own government advises against traveling to the region the venue is located – meaning you may have been at risk of infection if you continued to travel there. We’re happy to provide you with a voucher for the full amount of your order, so you can postpone your visit to another time or location.
You may still qualify for a refund (with our standard 8% cancellation fee), depending on the policy of the venue you’re visiting. Get in touch with our Customer Service team via email and we’ll assist you.
If none of the scenarios above applies to you and the venue you are visiting does not allow cancellation, we recommend you follow the WHO’s daily coronavirus updates and get back in touch if the situation changes.
No matter the reason, the best way to cancel your ticket is to get in touch with our Customer Service team via email.
Your order number is found in the title of both emails we send to you immediately after your order is confirmed, as well as on your ticket voucher in PDF format. Look for the ‘Tiqets order number’ in the table that gives an overview of your payment. You’ll need this number if you contact customer service.
It will vary from venue to venue, but we’ll certainly do our very best to accommodate you. Please contact us. You’ll need to have the details of your ticket(s) (name, order number and date) handy.
Some of the tickets we sell can be used after the initial date for which you bought the tickets. Our customer service department will be able to let you know if this is the case for your tickets. Unfortunately, this is never possible for tickets ordered for a specific time slot.
Tiqets is not obliged to exchange or refund unused tickets on behalf of the venue, but we very much want to help you. Whether we can process such a refund for your ticket(s) will depend on the policy of the venue in question. You can find the cancellation policy of the venue on the product page, in the section titled ‘Changing or cancelling your ticket’.
In case the venue can provide you with a cancellation and/or refund, a cancellation fee of 8% of the total order amount to cover payment and order handling costs will be charged.
Unfortunately it is not possible to refund tickets when the cancellation request is made after the valid entry period has lapsed.
Tiqets processes refunds on a regular basis. Once our team approves the refund request, the issue passes to your card issuer or bank, and we no longer have any control over how long it takes to reach you. If you experience a delay in receiving the refund, please contact your card issuer or bank before contacting Tiqets.
The processing time for a refund for a payment made by iDEAL or SoFort transfer is generally two working days. Refunds of payments made using a credit or debit card can take between five to ten working days to reach your account.
Please note that cancellation fees may apply; see our Terms and Conditions. We will notify you via email or telephone of any fees which apply in your case.
Most of our tickets are confirmed instantly when you purchase. To confirm your order, we send both an email and an SMS message. The SMS message is a back-up in case you ever have trouble accessing the email.
Some tickets require manual handling; during working hours this can lead to a delay of up to one hour. If you booked while the venue was closed, we may only be able to send your ticket once the venue is open. If you haven’t received your confirmation 48 hours after ordering, please contact us.
Usually this is because your web browser needs to be updated. This especially applies to Internet Explorer and Mozilla Firefox. You can visit www.microsoft.com/ie to update Internet Explorer, and www.mozilla.org/firefox to update Firefox.
Please check out our separate tips on how to finalize payments in case you have any further problems..
If neither of these steps resolve the issue, please contact us.
PayPal may need you to manually approve the order. Please check your PayPal account to see whether this is the case.
Tiqets encounters costs associated with providing our service. For example these include our customer service, and payment processing costs. For most venues we can avoid charging a fee to recoup these costs but unfortunately it is not possible everywhere. If you see a ‘Booking fee’ shown in your order overview, this means that the venue you booked is such a venue.
Tiqets generally does not support orders for large groups. If you encounter a limitation during checkout that stops you ordering the number of tickets you would like, please be aware that this is imposed by the venue. It is possible to complete multiple orders to finish with your desired number of tickets, but our partner venues generally frown on this and may refuse you entry. If you need to order for a larger group than we support, please contact the venue directly.
We do not provide discounts for travel industry professionals. Our business model is based around selling tickets to consumers, so we always quote the best price. If you would like more information, please visit the "Work with us" section of our website for more information on partnerships.
You will find detailed instructions under the heading 'Instructions' on the product description page. In addition, we will send you a confirmation email and a ticket voucher in which detailed instructions on how to use your tickets can be found.
You can find meeting points and exact venue addresses in the ‘Venue’ section of our product page. If you are having trouble locating this information, please contact us by email or chat so we can help you.
Tiqets only sells official tickets so you can rest assured that your tickets are valid.
If you are refused entry please reread your confirmation email to make sure you have followed all instructions – occasionally there are special instructions that customers need to follow in order to get their tickets before going to the venue entrance.
A small number of customers book the wrong date or time by accident, leading to their being refused entry to the venue. Please check to ensure that this is not the case for you!
We support Visa, Mastercard, Carte Bancaire, CartaSi, iDeal, PayPal, Sofortuberweisung, and Alipay.
Our website is available in multiple languages and the default payment methods varies depending on which version of the site you’re viewing. If you’re in a new country and don’t see your preferred payment method, you can change the language of the site via the dropdown menu on the homepage.
Usually, this is because of incorrect 3-D Secure answers. 3-D Secure is a method for your credit or debit card company to authenticate online purchases and prevent fraud. We have no control over this process, so if you encounter a problem, please contact your card issuer.
Please contact us so we can help you. You should quote your order number as well as the name and email address used in your order.
All payments are handled by one of the world’s most trusted payment processors, Adyen B.V. Tiqets never sees or has access to your credit card details. Adyen also processes payments for Facebook, KLM, Uber and Vodafone. You’re in good hands!