The impact of the coronavirus is an issue we are taking very seriously as we know globally it has a direct impact on both our buyers and sellers.

The evolving situation due to COVID-19 (the novel coronavirus) has likely led to questions about what happens if an event gets cancelled or postponed.

If there has been an official announcement from the event organiser that your event has been cancelled or postponed, we will have sent you an email informing you of the next steps. If after 24 hours from the official announcement you haven't received an email from us, please contact us immediately.

• If an event is cancelled – you do not have to do anything. We will contact you. You will be entitled to a full refund or a 120% voucher.

• If the event organiser is offering vouchers or tickets to another event – you do not have to do anything. We will contact you. You will be entitled to a voucher or tickets to another event.

• If an event has been postponed or rescheduled – you do not have to do anything. We will contact you regarding the new date as soon as it is announced. All events are considered valid unless there has been an official announcement stating the event has been cancelled.

At viagogo, customer satisfaction has always been our highest priority. We recommend anyone feeling ill take precautionary steps if attending an event in any region and to always consult your doctor.

Per viagogo’s guarantee, buyers are entitled to a full refund if an event is cancelled.

However, given the unique circumstances surrounding coronavirus, we’re also offering an alternative option:  If an event is cancelled, you have the option to receive a viagogo voucher, valued at 120% of your original purchase price, so you can enjoy an event of your choosing in the future.

Our FAQ below has more information about these policies.

How will I get my voucher?

• We will add a voucher for 120% of your original order total, that will be available from ‘My Wallet’. The voucher will be valid for 12 months, from the date of issue, so you can enjoy a future event.

What if I don’t want a viagogo voucher?

• We understand a voucher may not be your preferred choice. You can select to receive a full refund from ‘My Wallet’. Once you have selected a refund, it will be processed back to your original payment method, within 5 working days.

Where will I see my viagogo voucher?

• After selecting the option for a voucher, you’ll receive an email within 72 hours with detailed instructions on how to redeem your voucher for a future purchase.

Can I use my viagogo voucher for an event in another country?

• Yes, you can use your voucher on the viagogo website, for any event of your choice anywhere in the world.

I paid for my order using a voucher, now what?

• Great news – we will send you a new voucher for the same value, which will be valid for another 12 months! If you paid part cash/part voucher we will refund the cash amount and issue a new voucher for the same value for the original voucher value.

How long does it take to get my refund?

• If you opt to receive a refund for a cancelled event, a full refund will usually be processed within 10 business days of the request.

Will you tell me when my refund comes?

• Rest assured that as soon as your refund is processed, you will receive an email from us letting you know. It may take a few more days from our notification for your bank to deposit it in your account. Thank you for your patience.

Can I get a refund if I don’t go to an event due to the coronavirus?

• If the event is not cancelled, we won’t refund your order. You can resell your ticket and give someone else the chance to go.

If the event isn’t cancelled but the team, venue, or ticket company is offering refunds, will you refund my order?

• We won’t refund your order if the event isn’t cancelled. You can relist your tickets if you’re not comfortable attending the event.

What are my other options if I don’t go to an event due to the coronavirus?

• You can relist your ticket and give someone else the chance to go.

What if I have tickets to multiple cancelled events?

• We’ll email you about each event if it is cancelled.

Will viagogo reimburse my travel expenses?

• viagogo won’t reimburse you for travel expenses. However, many airlines, car rental companies, and hotels are helping customers due to the virus. Contact your travel company for more information.

What's the difference between a cancelled or postponed/rescheduled event?

• Postponed or Rescheduled – the event will still happen but on a different day than originally planned. If the event is postponed to a future, undetermined date, we'll email you when the details are announced.

• Cancelled – The event will no longer happen and will not be rescheduled.
  Or
  It will happen, but behind ‘closed doors’ without fans or supporters in attendance.

When do I get paid?

• Your payment will be initiated 10 business days after the event takes place. You will receive confirmation by email when the payment is made.
  
  You can update your payment method as long as you haven't yet been paid. Visit the Payment Methods section to update the details.
  
  If you have added a new payment method, remember to click on the “star” icon to make this your default method for receiving payment.

What if I sold tickets to an event that's postponed due to the coronavirus?

• If you have already sent the tickets, you don’t need to do anything. We’ll email the buyer with the new event details.
  If you haven't sent the tickets yet, please send as normal once the new date has been announced.
  - In both cases, your sale still remains valid.

What if I sold tickets to an event that has been cancelled due to the coronavirus?

• If the event has been cancelled you will not be paid for this sale.

I need my paper tickets back because my event was cancelled

• If your event has been cancelled, we will have sent you an email that will allow you to request to have the tickets returned to you. Please follow the instructions in this email.

If you have any further questions, please contact customer support.

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