Event cancelled or postponed: What should you do if you bought a ticket?

If the event for which you purchased a ticket is cancelled or postponed, first check the official information shared by the organiser or the original ticketing provider.

PasseTonBillet acts as a technical intermediary between ticket buyers and sellers. The event remains under the responsibility of its organiser.

When PasseTonBillet is the event's official ticket exchange, we are informed by the organiser when an event is cancelled, and PasseTonBillet then refunds buyers who purchased a ticket.

In this case, you do not need to open a dispute to request a refund related to the cancellation. You receive a confirmation email specifying, in particular:

• confirmation of the refund;
• the amount refunded;
• the estimated processing time;
• the payment method used for the refund.

You receive a refund equal to the Ticket Sale Price paid on the Website, excluding Service Fees and Transaction Fees.

Service Fees and Transaction Fees are retained by PasseTonBillet and are non-refundable if the event is cancelled or postponed, except where mandatory legal provisions provide otherwise.

If the event is cancelled and PasseTonBillet is not the event's official ticket exchange, you must request a refund from your PasseTonBillet account by opening a dispute and selecting the reason “event cancelled”. You have up to 24 hours after the event to open a dispute.

How do you open a dispute? More details on opening a dispute

After the stated deadline, PasseTonBillet may not be able to process a refund request through the dispute procedure.

If the event is postponed to another date or time, follow the information shared by the organiser or the original ticketing provider. The conditions applicable to the ticket, including any terms regarding postponement, credit notes or refunds, are determined by the organiser.

PasseTonBillet does not cover personal expenses related to the cancellation or postponement, such as transport, accommodation or other incidental expenses, except where mandatory legal provisions provide otherwise.

For sellers, the procedure is detailed here:
What should you do if the event is cancelled or postponed as a ticket seller?

Updated on: 30/07/2026