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Coronavirus (COVID-19) Update
The impact of the coronavirus is an issue we are taking very seriously as we know globally it has a direct impact on both our buyers and sellers.

The evolving situation due to COVID-19 (the novel coronavirus) has likely led to questions about what happens if an event gets cancelled or postponed.
  • If an event is cancelled – you do not have to do anything. We will contact you. You will be entitled to a full refund or a 125% voucher.
  • If the event organiser is offering vouchers or tickets to another event – you do not have to do anything. We will contact you. You will be entitled to a voucher or tickets to another event.
  • If an event has been postponed or rescheduled – you do not have to do anything. We will contact you regarding the new date as soon as it is announced.
All events are considered valid unless there has been an official announcement stating the event has been cancelled.

At viagogo, customer satisfaction has always been our highest priority. We recommend anyone feeling ill take precautionary steps if attending an event in any region and to always consult your doctor.

Per the terms and conditions in viagogo’s buyer policy guarantee, buyers are entitled to a full refund if an event is cancelled.

However, given the unique circumstances surrounding coronavirus, we’re also offering an alternative option:  If an event is cancelled, you have the option to receive a viagogo voucher, valued at 125% of your original purchase price, so you can enjoy an event of your choosing in the future.

Our FAQ below has more information about these policies.

Vouchers
Can I get my money back faster?
  • We can give you a voucher for 125% of your original order. After selecting the option for a voucher, you’ll receive an email within 24-48 hours with detailed instructions on how to redeem your voucher for a future purchase.
What if I don’t want a viagogo voucher?
  • We understand a voucher may not be your preferred choice. However, we’re giving you an option to choose a voucher for 125% of your original order or a full refund. The voucher will be valid for one year, so you can enjoy a future event.
Want a refund instead?
  • We’ll refund your full order, including fees. Due to the unprecedented number of cancelled events worldwide as a result of the coronavirus, it could take up to 30 days to process your refund once your refund request is verified. Rest assured that as soon as your refund is processed, you will receive an email from us letting you know. Thank you for your patience.
Where will I see my viagogo voucher?
  • After selecting the option for a voucher, you’ll receive an email within 24-48 hours with detailed instructions on how to redeem your voucher for a future purchase.
Can I use my viagogo voucher for an event in another country?
  • Yes, you can use your voucher on the viagogo website, for any event of your choice anywhere in the world.
Can you add 25% to my refund instead of choosing a voucher?
  • We can’t add 25% to your refund. We can give you a voucher for 125% of your original order. This voucher will be valid for one year, so you can attend more events in the future.




Refunds
How long does it take to get my refund?
  • Due to the unprecedented number of cancelled events worldwide as a result of the coronavirus, it could take up to 30 days to process your refund once your refund request is verified.
Will you tell me when my refund comes?
  • Rest assured that as soon as your refund is processed, you will receive an email from us letting you know. It may take a few more days from our notification for your bank to deposit it in your account. Thank you for your patience.
Can I get a refund if I don’t go to an event due to the coronavirus?
  • If the event is not cancelled, we won’t refund your order. You can resell your ticket and give someone else the chance to go.
If the event isn’t cancelled but the team, venue, or ticket company is offering refunds, will you refund my order?
  • We won’t refund your order if the event isn’t cancelled. You can relist your tickets if you’re not comfortable attending the event.


Events and Travel
What are my other options if I don’t go to an event due to the coronavirus?
  • You can relist your ticket and give someone else the chance to go.
What if I have tickets to multiple cancelled events?
  • We’ll email you about each event if it is cancelled.
Will viagogo reimburse my travel expenses?
  • viagogo won’t reimburse you for travel expenses. However, many airlines, car rental companies, and hotels are helping customers due to the virus. Contact your travel company for more information.
What's the difference between a cancelled or postponed/rescheduled event?
  • Postponed or Rescheduled – the event will still happen but on a different day than originally planned. If the event is postponed to a future, undetermined date, we'll email you when the details are announced.
  • Cancelled – The event will no longer happen and will not be rescheduled.
    Or
    It will happen, but behind ‘closed doors’ without fans or supporters in attendance.


If you have any further questions, please contact customer support.

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