Panto or concert cancelled? Your ticket refund rights for Christmas shows

What's happening

Panto season starts this month, and Christmas concerts and comedy tours are selling fast. Most shows go ahead, but illness, bad weather and venue problems can cancel or move a performance at short notice. What you get back depends on whether the show is cancelled or postponed, who sold you the ticket and how you paid.

At a glance

• Cancelled show: you should get at least the face value of the ticket back.
• Postponed show: your ticket usually moves to the new date, and Which? says you can get a refund of the face value if you can't make it.
• There's no 14-day cooling-off period for tickets to an event on a set date.
• Resale sites set their own refund rules, and they can be weaker.
• Paid by card? Section 75 or a chargeback can help if the seller won't refund.

Cancelled vs postponed

When you buy a ticket, you have a contract with the seller to provide a seat at that performance. If the show is cancelled, the seller can't provide it, so you're entitled to your money back. Which? says that under the rules of the Society of Ticket Agents and Retailers (STAR), which most big ticket sellers belong to, you're entitled to at least the face value if an event is cancelled.

Postponements are less clear-cut. Your ticket normally stays valid for the new date. If you can't go, Which? says you should be able to get the face value back. Booking fees and delivery charges are often not refunded, and it's unlikely you'll get back the cost of travel or a hotel you booked separately.

No cooling-off period

Regulation 28 of the Consumer Contracts Regulations 2013 excludes services related to leisure activities with a specific date from the usual 14-day right to cancel. That means you can't return a ticket just because you've changed your mind, unless the seller's terms allow it. Some offer exchanges or ticket insurance, so check before you buy.

Resale and secondary sites

Resale sites aren't covered by STAR's refund rules, so you rely on their terms. Which? has found tickets for postponed events on some resale sites usually just move to the new date. Section 90 of the Consumer Rights Act 2015 says people reselling tickets online must tell you the face value, the seat or standing area, and any restrictions, such as a ticket that's only valid in the original buyer's name.

The government has said it plans to ban reselling tickets for more than face value through a draft Ticket Tout Ban Bill, announced in the King's Speech on 13 May 2026. It hasn't become law yet.

A worked example

This is an illustration. Jo buys four panto tickets at £38 each, plus a £3 booking fee per ticket, from the theatre's box office on her debit card. That's £164 in total. The night before, the theatre cancels because of cast illness and offers a refund or a swap to another date.

If she can't make another date, she should get at least £152 back, the face value. Her booking fees may or may not be refunded. If the theatre doesn't pay within a reasonable time, Section 75 won't help, because she paid by debit card and each ticket is under £100. She'd ask her bank about a chargeback instead.

What to do now

1. Buy from the venue or an official seller where you can. Check for STAR membership.
2. Pay by credit card for tickets over £100 each, to get Section 75 protection.
3. Read the refund terms on resale sites before you pay.
4. If a show is cancelled, claim in writing and keep the cancellation email.
5. If the seller won't refund, contact your card provider about Section 75 or a chargeback.
6. Report misleading resale listings to Trading Standards through the Citizens Advice consumer helpline on 0808 223 1133.

Questions

The show was moved to a different venue. Can I get a refund?

It depends on the seller's terms, but a significant change to what you bought is a strong reason to ask for one. If you can't reasonably get there, say so in writing.

What if the ticket company goes bust?

Which? says you may be able to claim from your card provider through Section 75 or a chargeback. That's why paying by card matters.

How does chargeback work?

Chargeback isn't a legal right but a card scheme rule. Your bank asks the seller's bank to reverse the payment. The card schemes set time limits, so ask as soon as it's clear you won't get a refund.

Ways to save

For West End shows and pantos, we list current codes for Theatre Tickets Direct. Check the seller's refund terms and the face value before you pay, and compare with the venue's own box office.

Sources: Which?: How do I get a refund from a ticket seller?, Consumer Contracts Regulations 2013, regulation 28, Consumer Rights Act 2015, section 90, Consumer Credit Act 1974, section 75, UK Parliament: Legislative programme written statement, 14 May 2026, Citizens Advice: Buying event tickets