1. Introduction
1.1 Ticketmaster B.V. ("Ticketmaster", "we", "us", "our") is a private company with limited liability, having its registered office in The Hague and registered with the Dutch Chamber of Commerce under number 27177631.
1.2 The terms capitalised below have the following meanings in this Resale Policy:
Resale Policy: the policy applicable to the use of, and the sale and purchase of, Resale Tickets via the Fan-to-Fan Resale Platform;
Ticketmaster General Terms and Conditions: the general terms that apply to the purchase of Primary Tickets, available on the Ticketmaster website;
Resale Tickets: tickets that were purchased from Ticketmaster and are resold by the Original Buyer (i.e., not sold by Ticketmaster; Ticketmaster only facilitates the resale service), either through the Ticketmaster Fan-to-Fan Resale Platform or by enabling the Original Buyer to share a ticket listing via a social-media or personal Ticketmaster URL;
Fan-to-Fan Resale Platform: Ticketmaster’s online platform where fans can buy and sell Resale Tickets;
Terms of Use: the terms of use of the Ticketmaster website;
Original Buyer: the (legal) person who purchased the Primary Tickets;
Subsequent Buyer: the (legal) person who purchases Resale Tickets from the Original Buyer;
Organiser: the (legal) person who produces or organises an Event and is responsible for it;
Primary Tickets: tickets purchased by the Original Buyer via Ticketmaster;
TM Services: the Ticketmaster website or app, the Ticketmaster account and/or the Fan-to-Fan Resale Platform;
Seller: the (legal) person who sells Resale Tickets via the Fan-to-Fan Resale Platform to the Subsequent Buyer.
1.3 Ticketmaster offers fans the opportunity to buy and sell Resale Tickets via the Fan-to-Fan Resale Platform under the Fan-to-Fan Resale Platform Terms and Conditions.
1.4 This Resale Policy does not apply when you purchase Primary Tickets from us. The Ticketmaster General Terms and Conditions apply to the purchase of Primary Tickets and are available on our website.
1.5 The Fan-to-Fan Resale Platform provides a safe place where fans can purchase Resale Tickets at a reasonable price. All Resale Tickets offered on the Fan-to-Fan Resale Platform are verified by Ticketmaster. The Resale Tickets offered on the Fan-to-Fan Resale Platform were first purchased from us by the Original Buyer as Primary Tickets. This allows us to check that all information in the ticket description is present and correct.
1.6 The availability of Resale Tickets on the Fan-to-Fan Resale Platform depends on supply. In principle, Resale Tickets are only available when the event is sold out. Nevertheless, it may occur that an event is not yet sold out and Primary Tickets are still being offered.
1.7 Like Primary Tickets, Resale Tickets cannot be exchanged or refunded after purchase, except as described in Article 11 of these Fan-to-Fan Resale Platform Terms and Conditions.
2. Your account and registration
2.1 To buy and sell Resale Tickets via the Fan-to-Fan Resale Platform, you must create a Ticketmaster account. To create this Ticketmaster account you must:
(a) be at least 18 years old and have legal capacity, and therefore be authorised to enter into legally binding agreements; and
(b) follow the instructions to create a password-protected account, for which your name, address, telephone number and email address must be provided correctly and completely and for which all your data must at all times remain up to date.
2.2 You are fully responsible for the security of your username and password and for all activities that occur on your account. You may not allow anyone else to use your account. If you discover or suspect that someone knows your username and/or password, you must contact us immediately.
2.3 If you make purchases or sales on behalf of a company or other legal entity, you represent and warrant that you have authority to represent that company or other legal entity. In that case, this Resale Policy and references to "you" or "your" apply to that company or other legal entity.
2.4 Please refer to our Privacy Statement and our Cookie Policy for more information on how we handle your personal data. If we are investigating your account, or if we are the subject of an investigation ourselves, you agree to fully comply with our requests for information about you and your use of the Fan-to-Fan Resale Platform.
2.5 It is not permitted to create or use multiple accounts with the purpose or intention of circumventing the Fan-to-Fan Resale Platform Resale Policy or the Ticketmaster General Terms or to hide your identity or other personal data.
2.6 You may not use the TM Services for unlawful purposes or in an unlawful manner. If we discover or suspect that you used, use, or attempted to use the TM Services in such a way, we have a legal duty to report your identity and the details of the relevant activity to the relevant authorities.
2.7 We reserve the right to terminate your account and/or cancel sales or purchase orders and/or to prohibit you from offering Resale Tickets for sale or from placing orders in the future and/or from using the TM Services in the future, if:
(a) you act abusively or threateningly, or someone else acts abusively or threateningly on your behalf or through your account;
(b) we suspect that fraudulent or other illegal activities are being carried out by you or on your behalf or through your account;
(c) we suspect that your account is being used without authorisation or that other unauthorised activity is being carried out by you or on your behalf or through your account, including unauthorised contact between sellers and buyers or potential buyers;
(d) we are instructed to do so by judicial or regulatory authorities; and/or
(e) you otherwise breach the Fan-to-Fan Resale Platform Resale Policy or other applicable policies or conditions, including the Ticketmaster terms or the Organiser’s terms and conditions.
2.8 You can terminate your account by contacting us via our contact centre form. Such termination will only take effect after any events for which you have purchased, offered for sale or sold Resale Tickets have taken place.
2.9 Termination of your account and/or cancellation of purchases, offers for sale or sales to which the Fan-to-Fan Resale Platform Resale Policy applies or purchases to which the Ticketmaster General Terms apply does not affect our or your rights and obligations that arose before or on the date of such termination or cancellation.
3. Legally binding agreements
3.1 To sell or buy a Resale Ticket via the Fan-to-Fan Resale Platform, you must be at least 18 years old, have legal capacity, hold a Ticketmaster account and have a valid credit card, debit card or bank account in your name. If you list and sell a Resale Ticket, you may receive payments for the Resale Tickets sold by you via Adyen or Hyperwallet. This means you also need:
(i) an Adyen for Platforms account (which we will set up for you as part of the listing process and for which we act as your authorised agent in relation to Adyen). You must accept the Adyen Terms and have a valid bank account in your name on which you can receive amounts in GBP and/or EUR; and
(ii) a Hyperwallet account (which we will set up for you as part of the listing process and for which we act as your authorised agent in relation to Hyperwallet). You must accept the Hyperwallet Terms and have a valid bank account in your name on which you can receive amounts.
We will inform you whether Adyen or Hyperwallet applies in the confirmation of the relevant sale. The prices of Resale Tickets are shown in the currency in which they will be charged. If you choose to receive proceeds in a currency different from the display currency, we accept no responsibility or liability for any additional fees you may have to pay to your card/bank/payment provider or for exchange-rate fluctuations; these are entirely at your own risk.
3.2 By listing, selling or buying a Resale Ticket via the Fan-to-Fan Resale Platform, you acknowledge that you have read, understand and agree to comply with this Resale Policy. This Resale Policy constitutes a legally binding agreement between you and us with respect to your use of the Fan-to-Fan Resale Platform. If you sell Resale Tickets, you also enter into a separate agreement with Adyen and Hyperwallet, as stated in Article 3.1. Finally, a separate agreement is concluded between buyers and sellers of Resale Tickets when purchasing or selling via the Fan-to-Fan Resale Platform (see Article 3.4 for details). If you do not agree with this Resale Policy or other applicable terms, or cannot comply, you must not use the Fan-to-Fan Resale Platform.
3.3 We reserve the right to change this Resale Policy from time to time. If we do so, we will post the updated version on our website. Please check our website and terms regularly to stay informed of the current conditions. All listings, sales and purchases are subject to the most recent Resale Policy published at the time of the relevant listing, sale or purchase. If you do not agree with a revised version of this policy, or cannot comply, you cannot list, sell or buy Resale Tickets.
3.4 If you sell or purchase a Resale Ticket through the Fan-to-Fan Resale Platform, you enter into a separate agreement directly with the Subsequent Buyer or Seller (as applicable) of the relevant Resale Tickets. The Resale Tickets are owned by the Original Buyer. That sale/purchase agreement starts when we have confirmed your order and ends immediately after the Subsequent Buyer has been paid in accordance with Article 7.1.
3.5 Note: we facilitate transactions between the Subsequent Buyer and Seller. We are never a party to the sale/purchase agreement between a Subsequent Buyer and a Seller of Resale Tickets. Subsequent Buyers and Sellers cannot contact each other directly and must not attempt to do so except where a Seller is a "business seller" (as defined in Article 4.3(g) below), in which case a Subsequent Buyer may contact that Seller regarding complaints, using the contact details provided. Nonetheless, in all cases we recommend that Subsequent Buyers first try to resolve any issues through our dispute resolution procedure described in Article 15.
Conditions for Sellers (when listing and selling Resale Tickets)
4. Listing Resale Tickets for sale
4.1 You may only list a Resale Ticket for sale if you purchased it as a Primary Ticket from Ticketmaster and if the Fan-to-Fan Resale Platform functionality is available for those Primary Tickets in your Ticketmaster account. In particular, the following items cannot be listed on the Fan-to-Fan Resale Platform:
(a) Primary Tickets where delivery is via box office collection;
(b) Primary Wheelchair and Primary Wheelchair Companion Tickets (see our website www.ticketmaster.nl for guidance);
(c) in specific cases, Primary Tickets for which resale is excluded, for example by the Organiser or by Ticketmaster.
4.2 Tickets (including VIP Tickets) are the only items that can be listed and sold via the Fan-to-Fan Resale Platform. Any non-ticket elements purchased as part of a package—except where VIP tickets include non-ticket elements (e.g., meet and greet)—and any upsells purchased at the same time as the Primary Tickets cannot be listed or sold via the Fan-to-Fan Resale Platform.
Note: this may mean that, if you choose to list Primary Tickets via the Fan-to-Fan Resale Platform, you will no longer be able to benefit from any non-ticket elements of a package and/or upsells that depend on the Primary Ticket. For example, if you purchased Primary Tickets as Collector Tickets or with Ticketmaster Gift Box or if you purchased a parking pass as an upsell, these elements cannot be transferred and sold with the Primary Ticket via the Fan-to-Fan Resale Platform. These items also cannot be exchanged or refunded, except as provided in the Ticketmaster General Terms. Of course, if the non-ticket elements of a package or upsells do not depend on the Primary Tickets, you may keep them (e.g., merchandise such as T‑shirts and CDs or a laminated keepsake). These cannot be exchanged or refunded.
4.3 All listings of Resale Tickets are subject to the following conditions and restrictions:
(a) You authorise us and/or a third party designated by us to perform identification or financial checks to verify your financial status and to prevent fraud. You also agree that we may provide your account details and card details to such third party for the purpose of such checks. It is your responsibility to provide the necessary information to enable such checks. We are not responsible or liable to you if (i) you fail to share the required information, and/or (ii) the intended check cannot be carried out or you fail it. This includes the situation where the Subsequent Buyer is refunded the ticket proceeds you would otherwise have received had the check been successful.
(b) You may not list Resale Tickets at a price higher than 120% of the Ticket Price (as defined below). A maximum uplift of 20% on top of the Ticket Price is permitted.
(c) You may only list Resale Tickets that you are entitled to sell and provided that the listing does not infringe third-party rights, applicable terms or laws and regulations.
(d) You may not list Resale Tickets obtained in breach of the Ticketmaster General Terms or this Resale Policy or via unauthorised use of a robot, spider or other automated device or software, or via unauthorised framing or linking with a website, or via any other illegal or unauthorised activity.
(e) You may not list duplicated, fake or stolen tickets. Selling stolen or counterfeit goods is a criminal offence and we will report such activities to the relevant authorities.
(f) You must identify yourself as a "business seller" if you offer Resale Tickets as part of a business or when we, in our sole discretion, determine this and/or if you are otherwise deemed a "trader" within the meaning of applicable e‑commerce and consumer‑protection laws. Failure to disclose this constitutes a material breach of this Resale Policy.
(g) You must identify yourself as an "affiliated seller" if you:
ends (i) are employed or engaged by us;
(ii) are acting on behalf of a person employed or engaged by us; or
(iii) are an Organiser of the event for which you list Resale Tickets, or a person acting on behalf of an Organiser.
(h) You may not list the same Resale Tickets simultaneously on the Fan‑to‑Fan Resale Platform and on another Fan‑to‑Fan resale platform.
(j) Because you receive payments via Adyen or Hyperwallet, you require: (i) an Adyen for Platforms account, agreeing to the Adyen Terms and authorising us to act on your behalf in relation to Adyen; and (ii) a Hyperwallet account, agreeing to the Hyperwallet Terms and authorising us to act on your behalf in relation to Hyperwallet.
There may be specific listing conditions or restrictions imposed by us on a case‑by‑case basis, at our sole discretion.
4.4 We cannot guarantee that listings for Resale Tickets will be published and go live within a certain time, or that listings will appear in a particular order or search results, or that listed Resale Tickets will actually be sold. If Resale Tickets are not listed due to a technical error or other error and/or for any reason are not sold, we are not responsible or liable.
4.5 We reserve the right to remove listings if:
(a) you do not meet any listing conditions under Article 4.3;
(b) you are a business seller and have not identified yourself as such and/or you do not comply with applicable laws and regulations relating to trading as a business;
(c) one or more of the circumstances in Article 2.7(a)–(e) applies; and/or
(d) the Fan‑to‑Fan Resale Platform functionality needs to be disabled for any reason for an event or for certain Tickets, in which case all relevant listings will be removed or paused and any orders already placed will be cancelled and refunded to the relevant buyers.
5. Sale and delivery of Resale Tickets
5.1 When a Subsequent Buyer confirms they wish to purchase Resale Tickets and proceeds to payment, the order will be processed and you will receive an order confirmation. At the moment this order confirmation is issued, a legally binding agreement arises between you as the Seller and the Subsequent Buyer. Your agreement with the Subsequent Buyer ends immediately after you have received payment in line with Article 7.1. Note: once a legally binding agreement has arisen, you waive your rights to the Resale Tickets and are legally obliged to deliver the Resale Tickets to the Subsequent Buyer.
5.2 Although we aim to ensure accurate order confirmations, technical or other errors may occasionally occur. If an error results in an incorrect order confirmation, we will notify you as soon as possible and reserve the right to cancel the order without further obligations.
5.3 In rare cases, for example if the Subsequent Buyer’s payment for an order is reversed by the relevant bank or payment provider, we reserve the right to cancel an order for which an order confirmation has already been sent and to facilitate a refund to the Subsequent Buyer without further obligations.
5.4 Upon receipt of the order confirmation, you must follow the precise instructions we provide to carry out the delivery of the Resale Tickets. No action may be required because we may cancel the Primary Tickets and issue entirely new tickets directly to the Subsequent Buyer. Under no circumstances should you send printouts of e‑tickets unless expressly authorised in writing by us.
5.5 If the exact Resale Tickets listed are not delivered, or if Resale Tickets are not delivered in accordance with the delivery instructions and deadlines, this constitutes a breach of this Resale Policy and may result in cancellation of the order and/or the application of Article 8.
5.6 As a Seller, you must keep records of which Resale Tickets have been sold to whom, including the barcodes of those Resale Tickets.
5.7 Any use of the Subsequent Buyer’s personal data by the Seller is limited to what is strictly necessary and solely to perform the agreement. Such data may never be used for other purposes. The Seller must observe strict confidentiality with respect to this personal data and is not permitted to contact the Subsequent Buyer in any way unless we have given permission. Once you have received payment for the Resale Tickets, you must immediately delete and/or destroy any personal data of the Subsequent Buyer.
5.8 Personal data, including name, address, email address and/or telephone number, of you or of the Subsequent Buyer will only be shared with the other party when necessary for the performance of the agreement concluded between you and the Subsequent Buyer. See our Privacy Statement for more information on how we handle your personal data.
6. Other obligations of the Seller
6.1 If we need more information about Resale Tickets that you have listed or sold, you must respond as soon as possible and within the period we set. If we have not been able to contact you within this period, we may choose to cancel an order and/or apply the provisions set out in Article 8.
6.2 If an event is fully cancelled:
(a) all Resale Tickets then listed for that event—that is, unsold Resale Tickets—will be removed from the Fan‑to‑Fan Resale Platform. You must consult the Ticketmaster General Terms applicable to your Primary Tickets for any refund in case of cancellation of an event;
(b) all orders for Resale Tickets that were confirmed before and at the time of cancellation of the event will be cancelled and the Subsequent Buyers of those Resale Tickets, where applicable, will be refunded the amounts paid by them and we will ask those Subsequent Buyers to return any Resale Tickets already received to us. If you, as the Seller of Resale Tickets, have already received a payment for the relevant Resale Tickets and therefore can no longer claim those tickets, you are not entitled to a refund of the Primary Tickets under the Ticketmaster General Terms or this Resale Policy. The foregoing also applies if you resold the Resale Tickets to the Subsequent Buyer for less than the amount you paid for the Primary Tickets. Any difference between the amount you paid and the amount you received for the Resale Tickets will not be reimbursed by us, nor can you claim it from the Subsequent Buyer. If you, as the Seller, have not yet received payment for the Resale Tickets, you are entitled to a refund of the Primary Tickets in accordance with the Ticketmaster General Terms.
6.3 If an event is rescheduled or materially modified:
(a) the ticket listings page for the event will be updated with the new information and all Resale Tickets listed at that time will remain available for sale. You (Seller) may remove your listing provided the Resale Tickets have not yet been sold at the time of removal, and you should consult the Ticketmaster General Terms applicable to your Primary Tickets for any refund in case of modification of an event; and
(b) Subsequent Buyers of orders for Resale Tickets placed before the announcement of the material change or rescheduling of the event may request cancellation of their order. If a Subsequent Buyer does not choose to cancel, the transaction proceeds as usual and you (Seller) cannot cancel or withdraw the listed Resale Tickets. If a Subsequent Buyer chooses to cancel, they will be refunded the amount paid. If you, as the Seller of Resale Tickets, have already received payment for the relevant Resale Tickets, you are not entitled to a refund of the Primary Tickets under the Ticketmaster General Terms or this Resale Policy. The foregoing also applies if you resold the Resale Tickets to the Subsequent Buyer for less than the amount you paid for the Primary Tickets. Any difference between the amount you paid and the amount you received for the Resale Tickets will not be reimbursed by us, nor can you claim it from the Subsequent Buyer. If you, as the Seller, have not yet received payment for the Resale Tickets, you are entitled to a refund of the Primary Tickets in accordance with the Ticketmaster General Terms.
6.4 If you are a business seller and subject to VAT, you acknowledge and represent that the price you set for each Resale Ticket includes all applicable VAT. In addition, you are responsible for calculating all taxes due in relation to the Selling Price of the Resale Tickets and for declaring them to the relevant tax authorities. You may also be required to provide a valid VAT invoice for the order when a VAT‑registered buyer asks you to do so. If in doubt about your tax obligations, consult a specialised tax adviser.
7. Payment to Sellers
7.1Each Resale Ticket you list will be subject to a listing service charge (“Seller Fee”) that will be deducted from the Resale Ticket proceeds following purchase from a buyer. Payment to you of any Resale Ticket proceeds (less the Seller Fees) shall be made via Adyen for Platforms in accordance with the Adyen Terms or via Hyperwallet in accordance with the Hyperwallet Terms. Payments are typically processed within 17 business days after the event to which the Resale Tickets relate has taken place. We will inform you in your sales confirmation which payment processor applies.
7.2We reserve the right to cancel an order and issue a refund to the Subsequent Buyer where, in our reasonable opinion, the Subsequent Buyer is legally entitled to such refund and/or where Article 8 applies. In such cases, you will not receive payment.
7.3If a dispute arises concerning a sale and/or payment, the Seller and/or the Subsequent Buyer must follow the dispute‑resolution procedure described in Article 15. We may withhold payment until the dispute has been resolved.
8. Enforcement measures against Sellers
8.1 We reserve the right to remove your listings for Resale Tickets from the Fan‑to‑Fan Resale Platform and/or to cancel orders for Resale Tickets on the Fan‑to‑Fan Resale Platform, if:
(a) you do not meet any (listing) conditions under Article 4.3;
(b) you are a business seller and you do not comply with Article 4.3(f) or Article 6.4 and/or with the applicable laws and regulations on trading as a business;
(c) you do not deliver to a Subsequent Buyer exactly the Resale Tickets they ordered;
(d) the Subsequent Buyer is denied access to the relevant event, through no fault of their own, as a result of an act or omission by you (including a breach of this Resale Policy and/or conditions applicable to the Primary Ticket and/or other applicable laws and regulations);
(e) there are other problems or disputes regarding Resale Tickets that you have listed or sold and/or that you list or sell.
8.2 If we remove listings or cancel orders under Article 8.1, we also reserve the right, at our sole discretion, to terminate your Ticketmaster account and/or to cancel sales or purchase orders and/or to prohibit you from listing Resale Tickets for sale or from placing orders in the future and/or to prohibit you from using the TM Services in the future.
Conditions for Subsequent Buyers (when buying and using Resale Tickets)
9. Prices, payment and order placement
9.1 All prices for Resale Tickets listed on the Fan‑to‑Fan Resale Platform include VAT (the "Selling Price") and consist of the following components:
(a) the price set by the Seller for the Resale Ticket, which can be up to the original price of the ticket ("Ticket Price"); plus
(b) any Seller uplift (maximum 20% of the Ticket Price) ("Uplift"); plus
(c) any service charges per ticket ("Service Charges").
9.2 Sellers may increase or decrease the Selling Price of the listed Resale Tickets at any time (within certain limits) before an order is placed.
9.3 While we aim to ensure that all listings for Resale Tickets are error‑free, technical or other errors may occur. If an error results in an incorrectly confirmed order, we will notify you as soon as possible and you can choose for us to confirm your order with the correct details, or for us to cancel your order (in which case you will receive a full refund). If we cannot contact you to confirm your order with the correct details, you agree that we will treat the order as cancelled and pay you a full refund without further obligations.
9.4 Because you can buy items for events in various different countries, prices are not always in euros. All prices are displayed in the currency in which they will be charged and we accept no responsibility or liability for additional costs that you must pay to your credit/debit card provider, or due to exchange‑rate fluctuations, which you bear entirely at your own risk.
9.5 Accepted payment methods include debit cards (via iDEAL) or credit cards from Visa, Mastercard and American Express. Gift Cards cannot be used to pay for Resale Tickets.
9.6 When you enter payment details and click "Buy Now", you expressly authorise us, acting as the Seller’s authorised agent, to charge or authorise payment via the method you provide.
9.7 Once payment has been made, your order is processed, and a legally binding agreement arises between you and the Seller.
9.8 If you do not receive an order confirmation after submitting payment information, or if you receive an error message or a service interruption occurs after submitting payment information, it is your responsibility to check whether your order has actually been placed. You can do this via your Ticketmaster account, via our contact centre form or by calling +31 (0)900-3001255. We are not responsible for any costs or damage arising from a failed order if you did not receive an order confirmation.
9.9 All purchases are subject to credit or debit card verification (if applicable), other security checks, and successful collection of payment by us. Your order may be cancelled if it does not pass our verification process or if payment is not received in full. In rare cases where your payment is reversed by the relevant bank ("chargeback"), we reserve the right to cancel such an order even if an order confirmation has been sent. We are not responsible or liable for such cancellations, as such situations are beyond our control.
9.10 It is prohibited to obtain Resale Tickets or to attempt to do so via unauthorised use of a robot, spider or other automated device or software, or via other illegal or unauthorised activities. We reserve the right to cancel orders that we reasonably suspect were placed in breach of this Resale Policy without prior notice to you; all Resale Tickets obtained as part of such orders are invalid.
9.11 To prevent fraud and protect ourselves, we reserve the right to carry out checks and/or request additional information to verify purchases. We reserve the right to cancel orders that we reasonably suspect were placed fraudulently, without prior notice to you; all Resale Tickets obtained as part of such orders are invalid.
9.12 Make sure that, before you make a purchase, you are aware of all details of the event and the listed Resale Ticket. All purchases of Resale Tickets via the Fan‑to‑Fan Resale Platform are final; you have no general right of cancellation and they cannot be exchanged or refunded, except as expressly stated in this Resale Policy.
9.13 All seating plans and layouts displayed during the purchase process are indicative only and show the general layout of the venue for certain events. For some events, the layout and specific seat location may differ without further notice.
9.14 All Resale Tickets purchased via the Fan‑to‑Fan Resale Platform remain subject to: (i) Articles 8 (Ticket Rights and Obligations), 9 (Ticket Restrictions) and 10 (Event Times and Admission) of the Ticketmaster General Terms; (ii) any special conditions applicable to the ticket and/or the event; (iii) other terms of the relevant Organisers and/or the event; and (iv) any terms of the venue (including admission terms).
9.15 Personal data, including name, address, email address and/or telephone number of you or of the Seller, will only be shared with the other party when necessary for the performance of the agreement concluded between you and the Subsequent Buyer. See our Privacy Statement for more information on how we handle your personal data.
9.16 If you have questions or concerns after purchasing Resale Tickets, please contact Ticketmaster via our contact centre form. You are generally not expected to contact the Seller directly except in the case of business sellers with whom you have a bona fide dispute, though we recommend contacting us first even in those circumstances.
10. Delivery
10.1 Resale Tickets will be delivered directly and electronically to your Ticketmaster account. It is your responsibility to log in to your Ticketmaster account and download the Resale Tickets in good time before the event.
10.2 When Resale Tickets are delivered electronically via email, it is your responsibility to provide a valid email address for electronic delivery of the Resale Tickets and to ensure that you can receive the tickets by email (for example, by ensuring your mailbox does not reject or bounce relevant emails or otherwise block delivery and by regularly checking your mail, including your junk and spam folders).
10.3 There is no liability of the Seller or of us, and you are not entitled to a refund, where a delivery is refused, returned, missed, uncollected or fails because you did not provide correct contact information and/or because you did not ensure availability to receive the Resale Tickets or because you did not download the Tickets from your Ticketmaster account, as applicable.
10.4 If the tickets you purchased have not been received 5 days before the event (or 5 days before you depart for the event, if earlier) or if you are notified at any time of a failed delivery, you must contact us via our contact centre form for instructions. You must provide your details.
10.5 It is your responsibility to check the Resale Tickets immediately after they are delivered, as errors cannot always be corrected in time. You must contact us immediately via our contact centre form if a mistake or error has been made with your Resale Tickets. We may not be able to assist you if you do not inform us within 5 days of receipt (and/or in good time before the event date).
10.6 Neither we nor the Seller are responsible and/or liable for Resale Tickets that are lost, stolen, damaged or destroyed after you have received them.
10.7 In the exceptional case that you are denied access to an event for which you have Tickets, through no fault of your own, and if you have complied with the terms set out in this Resale Policy (including any terms applicable to the Primary Tickets as referred to in Article 9.14) and/or other applicable laws and regulations, you must obtain a written statement from the venue stating that the Ticket was invalid and you were denied access to the event and you must contact us via the contact centre form.
11. Cancellation and changes of events
11.1 If an event is cancelled, rescheduled or materially changed, we will make reasonable efforts to notify you after we have received the relevant information and authorisation from the Organiser. However, we cannot guarantee that you will be informed of such cancellation, rescheduling or change before the date of the event. It is your responsibility to find out whether an event has been cancelled, rescheduled or materially changed and to check the date and time of a rescheduled event by monitoring our website and the venue’s and Organiser’s websites.
11.2 Cancellation: If an event for which you have purchased Resale Tickets is fully cancelled (and not rescheduled), your order will be cancelled, and only the Ticket Price and Service Charges for your Resale Tickets will be refunded. Note: the foregoing also applies if you purchased the Resale Tickets from the Seller for an amount higher than the amount the Original Buyer/Seller paid for the Primary Tickets due to the Seller having applied an Uplift. Any difference between the amount you paid for the Resale Tickets and the refund amount in the event of cancellation will not be reimbursed by us, nor can you claim this from the Seller. If you purchased Resale Tickets for a multi‑day event and one or more days are cancelled (but not all days), we may offer you a partial refund, pro‑rata to the cancelled part and subject to the foregoing.
11.3 Rescheduling: If an event for which you have purchased Resale Tickets is rescheduled, Resale Tickets are generally valid for the new date or, where available, Resale Tickets will be offered to you at a value equivalent to your original Resale Tickets for the rescheduled event, for example if the venue changes. If you inform us within the specified timeframe that you cannot attend the rescheduled event, you may cancel your order and receive a refund of the Ticket Price and Service Charges. Please note that any difference between the Ticket Price and Service Charges and the amount you paid for the Resale Tickets is for your own account. See Article 11.2. If you do not inform us within the specified timeframe that you cannot attend the rescheduled event, we will assume that you have reconfirmed your order for Resale Tickets for the rescheduled event, and you cannot claim a refund.
11.4 Material change: If an event for which you have purchased Resale Tickets is materially changed (as defined in Article 11.5 below), Resale Tickets are generally valid for the changed event (or Resale Tickets will be offered to you at a value (Ticket Price) equivalent to your original Resale Tickets for the changed event, subject to availability). If you inform us within the specified timeframe that you do not wish to attend the changed event, you may cancel your order and receive a refund of the Ticket Price and Service Charges. Please note that any difference between the Ticket Price and Service Charges and the amount you paid for the Resale Tickets is for your own account. See Article 11.2. If you do not inform us within the specified timeframe that you do not wish to attend the changed event, we will assume that you have reconfirmed your order for Resale Tickets for the changed event, and you cannot claim a refund.
11.5 For the purposes of this Resale Policy, a "material change" is a change (other than a rescheduling) which, in our reasonable opinion and the reasonable opinion of the relevant Event Partner, makes the event materially different from what purchasers of Resale Tickets in general could reasonably expect. In particular, the following are not considered "material changes": the use of substitute performers in theatre productions; adverse weather conditions; replacement of support acts; replacement of individual band members; changes to the line‑up of a multi‑performer event (such as a festival); shortening of an event where the majority of the event is still performed in full; and delays to performance start times.
11.6 To claim a refund under Articles 11.2, 11.3 or 11.4, follow the instructions we provide via our contact centre form. Refunds will be made via the payment method you used for the original purchase. Note: we will never refund an amount higher than an amount equal to the Ticket Price plus the Service Charges.
General
12. Interpretation
12.1 The terms "including", "in particular", "for example" or similar expressions are illustrative and do not limit the meaning of the words, description, definition, phrase or term that precedes them.
12.2 The headings used in this Resale Policy are for reference only and do not affect its interpretation. Article references in these terms are references to the Articles of this Resale Policy.
12.3 Terms in this Resale Policy that begin with a capital letter have the specific meaning assigned to them in this Resale Policy.
13. Warranties and indemnities
13.1 You represent and warrant that the information you provide to us concerning your account and your use of the TM Services is true, accurate and complete, and that you will not use false information, including in your contact details. You further warrant and represent that you are 18 years or older and have legal capacity to enter into legally binding agreements.
13.2 You represent and warrant that you will comply with all applicable laws and regulations, as well as with this Resale Policy and all other applicable terms, when using our website and the Fan‑to‑Fan Resale Platform.
13.3 You indemnify us and our affiliates, and their respective officers, directors, employees and agents (the "Indemnified Parties") against any loss, damage, costs (including reasonable legal fees), liabilities, claims and/or demands incurred by the Indemnified Parties arising from or in connection with your breach of this Resale Policy or other applicable terms, breach of applicable laws and regulations, or infringement of third‑party rights.
13.4 If you use the Fan‑to‑Fan Resale Platform as part of a business, you indemnify the Indemnified Parties against all losses, damages, costs (including reasonable legal fees), liabilities, claims and/or demands arising out of any third‑party or government claim relating to or concerning a local, regional or national tax obligation or amounts due under a tax rule, order, law or decision, or any dispute concerning your or our tax status. You further agree and acknowledge that we are in no way responsible for the accuracy or usefulness of any calculation or payment of taxes to any tax authority on your behalf (as buyer or seller).
14. Limitation of liability
14.1 To the extent permitted by law, neither we (including our affiliates, parent companies, subsidiaries and their respective officers, directors, employees, agents, legal representatives and subcontractors) nor the Organiser are liable for loss, injury or damage to any person (including you) or any property, regardless of the cause (including by us and/or the Organiser) if:
(a) there is no breach of contract or breach of a statutory duty of care by us or by the Organiser;
(b) such loss or damage is not a direct result of such breach (except in the case of death or personal injury as a result of negligence by us or an Organiser); or
(c) any increase in any loss or damage is a result of your negligence or a breach by you of this Resale Policy and/or other applicable terms and/or applicable laws or regulations.
14.2 To the extent permitted by law, neither we (including our affiliates, parent companies, subsidiaries and their respective officers, directors, employees, agents, legal representatives and subcontractors) nor the Organiser are liable for any indirect or consequential damages or loss of data, profit, revenue, income, goodwill, reputation, enjoyment or opportunity, or distress, or any loss or damage for which exemplary or punitive or special damages must be paid, arising directly or indirectly from your use of the TM Services and/or any listings, sales or purchases under this Resale Policy. In particular:
(a) personal arrangements and expenses, including travel, accommodation, hospitality and other costs you incur in connection with an event, are at your own risk, and neither we nor the Organiser are responsible or liable to you for wasted or non‑refundable costs or expenses in connection with such personal arrangements, even if caused by cancellation, rescheduling or change of an event for which you have sold or purchased tickets under this Resale Policy; and
(b) neither we nor the Organiser are responsible or liable to you if you sold the Resale Ticket for less than the amount you paid for the Primary Ticket; and
(c) neither we nor the Organiser are responsible or liable to you if (i) you fail to provide us or a third party engaged by us with the requested information to carry out the identification or financial checks as referred to in Article 4.3(a) and/or (ii) such checks are not successfully passed. This includes the situation where the Subsequent Buyer is refunded the ticket proceeds you would have received if such a check had been successful.
(d) neither we nor the Organiser are responsible or liable to you for loss of enjoyment or for property damage, including in cases where an event is cancelled, rescheduled or changed; and
(e) neither we nor the Organiser are responsible or liable to you (and you have no right to a refund) if you are refused entry to a venue or event at any time or if your admission is withdrawn as a result of your breach of an Organiser’s terms.
14.3 Unless this Article 14 states otherwise, our liability and the liability of an Organiser to you in relation to an event (including, but not limited to, due to the cancellation, rescheduling or change of an event) and any Resale Tickets that you have listed, sold or purchased is limited to the price you paid for the relevant Resale Tickets, including Service Charges but excluding Order Processing Fees.
14.4 We are not responsible for errors in internet connections while using the TM Services.
14.5 We are not responsible for the actions or omissions of a venue, performer, promoter or an Organiser. We are in no event liable for your death or personal injury or that of your guests arising from attendance at an event unless such death or injury is caused by our negligence. Nor are we liable for any loss of or damage to your possessions or property or that of your guests for whom you have booked arising while attending an event.
14.6 We are not liable to you if we fail to comply with this Resale Policy to the extent this is caused by an event of force majeure (i.e., a cause reasonably beyond our control, including, without limitation, acts of God, war, riot, civil commotion, acts of terrorism, fire, explosion, flood, theft of essential equipment, malicious damage, strikes, lockouts, adverse weather conditions, actions of third parties, national defence requirements, laws or rules of national or local governments). This Article does not affect the terms of other Articles that specifically provide for a right to a refund.
14.7 Nothing in this Resale Policy is intended to exclude or limit the liability of us or an Organiser for death or personal injury resulting from negligence, fraud or any other form of liability of us or an Organiser that cannot be excluded or limited by law.
14.8 We have no control over the actions or omissions of third parties who use the Fan‑to‑Fan Resale Platform. Therefore, we make no warranties in relation to goods or services provided by sellers or to actions or omissions of users (buyers or sellers). You agree that you have no claim against us for negligence or wilful actions of users of the Fan‑to‑Fan Resale Platform, except where we are at fault.
14.9 If a dispute arises between you and another user (a buyer or a seller), you release us (and our affiliates, parent companies, subsidiaries and their respective officers, directors, employees, agents, legal representatives and subcontractors) from all claims, demands and damages (for direct or consequential loss) of every kind and nature, known and unknown, arising out of or in any way related to such dispute. However, we will try to help resolve such disputes; see Article 15 for more information.
15. Questions, complaints and dispute resolution
15.1 If we need to contact you, we will use the contact details you have entered in your Ticketmaster account. It is your responsibility to notify us immediately if these contact details change at any time. In particular, please ensure that you provide us with a valid email address, as this is our preferred method of contact. Also note that your mailbox may be set to treat emails as junk mail, so please also check your junk and/or spam folders.
15.2 If you have any questions or complaints about your listing, sale or purchase, please contact us via our contact centre form; please have all order reference numbers ready.
15.3 Your query or complaint will be handled by us as soon as reasonably possible.
15.4 We may need to contact one or more Organisers to obtain more information before we can respond to your query or complaint.
15.5 If a dispute arises, we will make all reasonable efforts to work with you and any Organiser to find a fair and equitable solution. Please note that in some cases it may take some time to handle the complaint.
15.6 Nothing in this Resale Policy is intended to limit your statutory rights or affect them. You are always free to take the steps you deem necessary when you are dissatisfied with the TM Services. If you are not satisfied with the outcome of our efforts or where no reasonable solution can be found and you wish to make a complaint, you can submit a complaint to the relevant authority and/or use other forms of dispute resolution, including the European Union’s Online Dispute Resolution Platform.
16. General
16.1 Any delay in any claim for performance of this Resale Policy by us does not imply that we waive the right to require such performance.
16.2 We are entitled to transfer our rights and obligations under this Resale Policy to third parties, provided your rights are not adversely affected.
16.3 If a court of competent jurisdiction concludes that a provision of this Resale Policy is invalid or unenforceable, that provision will be deemed deleted from these terms and the other provisions will continue in full force and effect.
16.4 If a provision of this Resale Policy is or becomes unlawful, invalid or unenforceable under applicable law, that does not affect the lawfulness, validity or enforceability in that jurisdiction of any other provision of these terms.
16.5 All affiliates, successors or assigns of us and the Organiser may enforce these terms. Except as provided in the previous sentence, this Resale Policy does not create any right enforceable by any person who is not a party to these terms.
16.6 Nothing in this Resale Policy and no action taken by you or us under it creates a partnership, joint venture or principal‑agent relationship, or is deemed to create one.
16.7 All notices under this Resale Policy are deemed to have been delivered at the time of receipt and are deemed to have been received at the time of delivery (in the case of personal delivery or delivery by registered post or courier) or at the time of dispatch (in the case of delivery by email).
16.8 This Resale Policy is governed by Dutch law. All disputes arising out of or in connection with this Resale Policy shall be submitted to the court in Amsterdam.
Publication date: 20 January 2026