What is TicketPlan Refund Promise?

TicketPlan Refund Promise is an optional service offered by ticket sellers and administered by TicketPlan on behalf of ticket sellers. It is not an insurance policy. TicketPlan administer refunds to customers if they are unable to attend a pre-booked event due to one of the many specified, unforeseen circumstances detailed in the TicketPlan terms and conditions (accidents, illnesses and bereavements are examples).

Why can I not apply for a refund through TicketPlan until after 5th May 2023?

Glastonbury Tickets are refundable for any reason up to midnight on 5th May 2023. Once this date has passed the tickets are non-refundable. After 5th May 2023 you can apply for a refund if Booking Refund Protection has been purchased and the circumstances fall within the specified reasons listed in the Terms and Conditions.

What should I do if I am unable to attend a booked event and have purchased TicketPlan Refund Promise?

If you need to cancel your booking, you need to complete a Refund Application form either online by visiting www.ticketplangroup.com (this method will ensure the fastest turnaround) or email refunds@ticketplangroup.com to request a refund application form for submission by post.

Are there any instances in which I cannot apply for a refund via TicketPlan Refund Promise?

Please refer to the TicketPlan Refund Promise terms and conditions for instances in which a refund is not available.

How do I purchase TicketPlan Refund Promise?

TicketPlan Refund Promise can be purchased during the booking process online by selecting the relevant option. TicketPlan is typically charged per ticket and must be purchased for all tickets within a booking.

How will my refund be processed?

Once a refund application form has been completed either online or returned in hard copy form (along with all supporting documentation that has been requested to verify your refund request) the TicketPlan Refunds Team will contact you should they require further information in support of your refund application.

If successful, the Refunds Team will make a refund payment directly in to the bank account nominated on your refund application form.

If your refund application is unsuccessful, TicketPlan will write to you confirming the reason(s) why.

Please see the TicketPlan Refund Promise terms and conditions for full details.

What evidence do I need to provide when making a refund application via TicketPlan Refund Promise?

You or members of a group due to attend the booked event with you may be asked to provide the following at your/their own expense:

  • Original unused tickets where applicable
  • Confirmation of your payment for Booking Refund Protection (your booking confirmation)
  • The booking confirmation issued when making deposit payment
  • A completed medical confirmation form. Submission of our own medical confirmation form is preferred. We will consider other medical documents but these may not be adequate for our needs. (Download medical form template)
  • Death certificate (please do not post original documents)
  • Evidence of breakdown or disruption to public transport
  • Evidence of breakdown of private transport
  • Evidence of the Emergency Services attending your residence in the event of burglary or fire
  • Original witness summons instructing you to appear in court
  • Original invitation to attend jury service
  • Original advice to travel at short notice on military service
  • Written confirmation from the police or other government agency advising against travel due to adverse weather
  • Evidence of the expected delivery date (EDD), such as MATB1 Form or other official confirmation of EDD.

Any other reasonable documentary evidence that might be required

FAILURE TO PROVIDE APPROPRIATE DOCUMENTARY VERIFICATION MAY MEAN THAT YOUR APPLICATION IS INADMISSIBLE

What should I do if I have a specific query in relation to my refund application?

If you have a specific query in relation to your refund request, or you are having difficulties in submitting your refund application, please click here, to provide further details.

What should I do if I’m unhappy/want to complain about Refund Promise?

If you wish to complain you can contact TicketPlan for a copy of the complaints procedure including all relevant contacts.