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

If the event for which you bought 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 the responsibility of its organiser.

Whether or not PasseTonBillet is the event’s official ticket exchange, a refund relating to its cancellation covers only the ticket’s sale price paid on the Website.

• Ticket price: refunded.
• Buyer service fees: not refunded.
• Transaction fees: not refunded.

Service fees and transaction fees are retained by PasseTonBillet, except where mandatory legal provisions provide otherwise. The amount refunded is therefore less than the total paid at purchase, which included both types of fees.

This rule also applies when the request is processed through a dispute for the reason “event cancelled”. Opening a dispute does not change which fees are refundable in that case.

You can find the details of your purchase under My purchased tickets, in Invoice. If the difference does not match the service fees and transaction fees for your order, contact support so we can check.

When PasseTonBillet is the event’s official ticket exchange, the organiser informs us of an event cancellation and PasseTonBillet refunds buyers who purchased a ticket.

In this case, you do not need to open a dispute to request the refund relating 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.

If the event is cancelled and PasseTonBillet is not its official ticket exchange, you must request a refund from your PasseTonBillet account: open “Disputes / conversations”, click “Open a dispute”, select the purchase concerned, then 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 be unable 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 a 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: 05/11/2026