Buyer Guarantee
Buy with confidence. We've got your back from checkout to the moment you're through the door.
Every order placed on Evenz is backed by our Buyer Guarantee. It is included automatically, at no extra cost. There is nothing to add at checkout and nothing to opt in to.
At a glance
- Valid tickets. Your tickets will get you into the event provided you meet the applicable entry requirements. If a ticket is invalid for reasons not attributable to you, the remedies below apply.
- On time. Your tickets will reach you in time for the event or we will provide the applicable remedy below.
- As described. You will get the tickets you ordered, matching the listing and your order confirmation, unless you agree to a substitution in advance.
- Cancelled events. If an event is cancelled and not rescheduled, you get your money back for the cancelled event tickets, including applicable taxes and shipping, subject to the separate treatment of optional enhanced refund protection explained below.
- We make it right. If something goes wrong, we will review the problem and, if it is covered, issue the applicable refund or, with your agreement and where practicable, arrange comparable replacement tickets at no extra cost.
- Your rights stay yours. This guarantee is in addition to your legal rights, never instead of them.
1. What the guarantee covers
Valid tickets
The tickets you buy on Evenz will be valid for entry to the event. If your ticket does not grant you admission, and that is not because of a reason attributable to you (see section 4), you are covered.
Check the entry requirements disclosed for the event and follow the ticket-access instructions. An order receipt or confirmation is not necessarily an admission ticket.
On-time delivery
Almost every ticket on Evenz is a mobile or e-ticket. Tickets are usually delivered within minutes, but in some cases, delivery may occur closer to the date of the event depending on the seller or venue. Check the delivery timeframe shown for your listing and order. Some sellers and venues release tickets only close to the event date; where that applies, it is shown on the listing before you buy.
Physical tickets are couriered by the seller, tracked and subject to the applicable signature requirements, as set out in our Shipping Costs policy. If a shipment is delayed or lost, we will open a trace with the carrier and, where there is time, arrange replacement tickets or collection at the venue at no cost to you.
If your tickets are not delivered or made available in time for the event, for reasons not attributable to you, and no suitable alternative is arranged with your agreement in time, we will refund the affected tickets as described in section 2 below.
Tickets as described
The tickets you receive will match the listing and your order confirmation: the event, date, section, row (where listed), number of tickets, and any features stated on the listing, such as seats together, parking, or included extras. If what you receive is materially different from what you ordered, and you did not agree to a substitution in advance, you are covered.
Cancelled events
If an event is cancelled by the organizer and not rescheduled, you receive a refund to your original payment method, including applicable taxes paid on the cancelled tickets and any shipping charge you paid. Any optional enhanced refund protection you bought is a separate product governed by its own terms. Its fee is excluded from the event-cancellation refund, unless the applicable law requires otherwise.
If an event is postponed or rescheduled, your tickets remain valid for the new date provided to us by the organizer.
2. How we make it right
If your order is covered and something goes wrong, here is what happens:
- Replacement tickets, where practicable. If there is time before the event, we may offer comparable replacement tickets at no extra cost. We will explain the proposed replacement, including any differences in seating, ticket features, or delivery. Replacement tickets are subject to availability and cannot be guaranteed. You do not have to accept a proposed replacement instead of an eligible refund.
- A refund, where we can't. If suitable replacement tickets aren't available on time, or you choose not to accept them, we refund what you paid for the affected tickets, including applicable taxes paid on those tickets and any shipping charge attributable to them. If the whole event is cancelled without a rescheduled date, the shipping charge paid for that event's tickets is refunded in full.
Refunds go back to your original payment method, in the currency of your original order, and are processed no later than 14 calendar days after we confirm that you qualify for a refund. If the original payment method is unavailable, or you agree to another method, an alternative refund method may be used. Your bank or payment provider may take additional time to display the credit.
If only some of the tickets in your order are affected, we refund or replace those tickets unless our policies or applicable law entitle you to a broader remedy. Full details are in our Cancellations, Returns and Refunds Policy.
3. How to make a claim
Contact us as soon as you notice a problem. The earlier we hear from you, the more options we have, especially for finding replacement tickets before the event.
- Email support@evenz.com with your order reference and a short description of what went wrong.
- If you are refused entry at the venue, ask venue staff why, note the time and the entrance, and take a screenshot or photo of any error message on the ticket or scanner if reasonably possible and permitted. If you can, contact us from the venue.
- If your tickets are not as described, send us a screenshot of the tickets you received. Please contact us before using, transferring, or reselling the disputed tickets so we can assess and resolve the problem. Tell us if you have already used or transferred them; this may affect the available remedy.
- If your tickets haven't arrived, tell us before the event rather than after. For physical tickets, include your tracking number.
We will review your claim with the seller and, where needed, the venue, and let you know the outcome. We may ask you for more information to complete our review. These steps help us resolve problems. We will explain the reason if we decline a claim.
4. What the guarantee doesn't cover
The guarantee protects you against problems with the tickets and the order. Subject to the exceptions in our policies and any rights required by applicable law, it does not provide a refund solely for:
- Change of plans. If you can no longer attend, the guarantee does not provide a refund. All sales are final except as set out in our policies or required by law.
- Rescheduled events. Your tickets stay valid for the new date, so a rescheduled event is not a cancellation.
- Removal or refused entry because of your conduct. For example, breaking venue rules, the law or our Community Fan Code of Conduct, or not meeting the event's own entry requirements such as age limits or ID.
- Incorrect details you gave us. For example, a wrong email, name or delivery address entered at checkout.
- Tickets lost, stolen, damaged or destroyed after they were made available to you. Once you have your tickets, please keep them safe.
- Substitutions you agreed to before the tickets were issued.
- Things outside the ticket itself, such as weather, the performance or line-up (unless the event is cancelled), or your view where a restriction was disclosed on the listing. Seat views and simulations on Evenz are illustrative only.
- Tickets bought outside Evenz, including tickets resold to you by another buyer through any other channel. This guarantee covers orders placed on Evenz; it does not replace any rights you may have against another seller or platform.
5. Accessibility
If you buy tickets and then discover that an event isn't accessible for you, contact us and we will refund you. If you need help choosing seats or arranging accommodations, our support team will help. See our Accessibility Statement.
6. Your payment
Payments are handled by third-party payment processors, such as Stripe. Apple Pay and Google Pay may also be available as payment methods.
Information may be shared with sellers, event organizers, payment providers, and other recipients as described in our Privacy Policy, including where needed to fulfil your order.
Evenz adds no separate booking, service or payment-processing fees. Physical-ticket shipping, applicable taxes, and any optional add-ons you choose may increase the final total and are disclosed before you place your order. Ticket prices may be above or below face value.
See Zero Fees Explained.
7. How this guarantee fits with our other policies
This guarantee forms part of our Terms of Use and Sale and should be read together with our Cancellations, Returns and Refunds Policy and Shipping Costs policy.
Nothing on this page excludes, limits or waives any right or remedy you have under applicable mandatory consumer-protection law, including US federal and state law, EEA Member State law and UK law. Where the law gives you more favorable rights, the law applies.
8. Frequently asked questions
Do I have to pay for the Buyer Guarantee?
No. It is included with every order on Evenz at no extra cost, and it is not a separate fee.
Is the Buyer Guarantee the same as enhanced refund protection?
No. The Buyer Guarantee covers qualifying problems with your tickets and cancelled events, and it is always included. Enhanced refund protection is an optional product that may be offered at checkout, subject to its own terms. It may cover situations where the guarantee doesn't, such as some reasons you can't attend, on the terms shown before you buy it. Check those terms for the provider, covered circumstances, exclusions, claim procedure, and any entitlement to a refund of the protection fee.
The event was postponed and I can't make the new date. Can I get a refund?
Under the guarantee, your tickets remain valid for the new date. If our policies or applicable law gives you a right to a refund in this situation, we will honor it. If no new date has been announced, we will notify you when we receive further information from the organizer.
My seats are different from the ones I ordered. What should I do?
Contact us straight away with your order reference and a screenshot of the tickets you received, and contact us before using or transferring them. If they are materially different from your order and you did not approve that substitution, we will provide an eligible refund or, with your agreement and where available, comparable replacement tickets at no extra cost.
Will the tickets in my order be seated together?
If the listing says the seats are together, they will be. If they aren't, that is covered as tickets not as described.
9. Contact
Questions about the guarantee, or a problem with an order:
Please include your order reference.
Last updated: October 2026