Cancellation and refund with a ticket insurance

If you have taken out a ticket insurance policy and one of the insured claims has occurred, please contact the insurance company directly with the necessary documents and the completed claim form.

If you are unsure whether you have purchased Ticket Insurance, please check your order confirmation. If you have purchased insurance, you will find an attachment called «Purchase_receipt_Ticketinsurance.pdf». Please remember to send the order confirmation that you received from us by e-mail directly after the purchase. This serves as proof that you have taken out the ticket insurance.

You can find the insured claims and the general terms and conditions of the insurance in our help section: What do I have to do in the event of a claim?

If there is no insured claim, please contact the event organiser directly with your cancellation request. As the purchase contract was concluded between you and the event organiser, we as a ticketing platform cannot make any cancellations.

Do I have the right to cancel my order?

Event tickets are generally excluded from the fourteen-day cancellation and return policy. As soon as your ticket order has been confirmed via Eventfrog, you are legally bound. You agree to the acceptance and immediate payment of the tickets ordered.

If you would like to exchange or cancel your tickets, you can request the cancellation from the event organiser as described above.

Cancellation of the event

If you cancel an event with a «money-back guarantee», you will automatically receive a full refund of the ticket price and do not need to take any further action.

If the cancelled event does not have a «money-back guarantee», you will find all further steps in the cancellation info mail. Depending on the event organiser's decision, there are two options:

1. Automatic refund: On behalf of the event organiser, the ticket price will be refunded directly to your original means of payment.
2. Manual refund: The event organiser handles the refund themselves. In this case, you will be asked by email to send your bank details to the event organiser.

Please read the event cancellation information email carefully and follow the instructions described there.