✅
Valid tickets
Every ticket is checked when it is listed and again before you receive it. If it is refused at the door, we replace it or refund you.
Fan resale protection
The PromoTix Buyer Guarantee
Buy from another fan with confidence. If something goes wrong, we make it right.
Our promises
Four ways we have your back
🔒
Money held safely
Your payment is held until the ticket has been transferred to you. The seller is only paid after the event.
🚫
Cancelled? Refunded
If an event is cancelled and not rescheduled, you get your money back automatically.
💬
A human on your side
Real people review every claim, any hour of any day of the event weekend.
The fine print, in plain words
What is covered, and what is not
✓ Covered
- ✓Ticket refused at the door because it is invalid or duplicated
- ✓Ticket not delivered before the event
- ✓Seller cancels or fails to transfer the ticket
- ✓Event cancelled and not rescheduled
- ✓Ticket details that differ materially from the listing (section, date, type)
- ✓Fraudulent listings
✕ Not covered
- ✕Changing your mind after buying
- ✕Missing the event or arriving after entry has closed
- ✕Weather delays where the event still goes ahead
- ✕Tickets bought outside PromoTix
- ✕Claims made more than 7 days after the event
- ✕Seating that matches the listing but is not what you imagined
Making a claim
How to claim in four steps
- 1
Tell us quickly
Open My tickets, pick the order and choose Report a problem. Do it within 24 hours of the event if you can.
- 2
Share the details
Add a photo or short note about what happened at the door or in your account.
- 3
We investigate
Our team contacts the seller and the venue. Most cases are resolved within hours.
- 4
Replacement or refund
We find you a comparable or better ticket, or refund your order including fees.
Something wrong with an order?
We would rather hear about it early.