What should you do if the event is cancelled or postponed as a ticket buyer?
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 informed by the organiser that an event has been cancelled, PasseTonBillet refunds the buyers who purchased a ticket for that event on a PasseTonBillet ticket exchange.
In this case, you do not need to open a dispute to request the refund linked to the cancellation. You receive a confirmation e-mail specifying, in particular:
- the refund confirmation;
- the refunded amount;
- the indicative processing time;
- the payment method used for the refund.
You are refunded up 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 not refundable in the event of cancellation or postponement of the event, except where mandatory legal provisions provide otherwise.
If the event is cancelled and you have not yet received a refund e-mail, you may also request a refund from your PasseTonBillet account by opening a dispute and selecting the reason “event cancelled”.
- Go to the “My purchased tickets” tab in your profile.
- Click the “Create a dispute” icon.
- Select the reason “event cancelled”.
- Describe the situation and add any available supporting documents.
More details on opening a dispute
Event type | Deadline to open a dispute |
|---|---|
Concerts, festivals, shows, sports events or other events offered on PasseTonBillet | Up to 24 hours after the event date |
After this 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 postponement, credit note or refund terms, are determined by the organiser.
PasseTonBillet does not cover personal expenses linked to the cancellation or postponement, such as transport, accommodation or other additional expenses, except where mandatory legal provisions provide otherwise.
For sellers, the procedure is explained here:
What should you do if the event is cancelled or postponed as a ticket seller?
Updated on: 06/07/2026
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