Refund Policy

Full refunds for canceled games and failed tickets

If your allocated game is officially canceled and will not be held, or we fail to provide valid tickets before the event starts, we refund the full affected-pack price, including mandatory fees and taxes collected on that purchase. We do this even if our supplier has not refunded us. The 85% sell-back formula does not apply to these refunds.

For a Team Pack, this remedy applies to your allocated game. A canceled game that was only in the eligible pool is left out of the draw once we record it as canceled.

Rescheduled or postponed games

If your allocated game is materially rescheduled, including a material change to its date or venue, or is postponed without a new date, you may choose to keep the valid tickets or receive a full refund of the affected pack, including mandatory fees and collected taxes. We will notify you of the change and explain how to make your choice.

Your notice gives the deadline to choose. If you do not choose by then, we refund you in full, unless we already delivered your tickets, in which case you keep them. To refund delivered tickets, we first ask you to transfer them back.

We will not move your entitlement to a different event without your agreement or force you to accept the 85% sell-back offer instead of a refund due under this policy.

Delivery and replacements

After redemption, we transfer tickets digitally to your supported ticketing account, normally 24-48 hours before the event. Delivery before the event starts is guaranteed. If tickets are still pending in the final 24 hours, we notify you and keep you updated until delivery. Marketplace transfer restrictions do not remove the before-event guarantee. We do not mail physical tickets.

If you keep the tickets and we can no longer buy the seats drawn for you, we may offer you replacement seats: 2 seats together for the same game, in the same section and the same or a better row, at no extra cost, so your seating level does not change. We email you the offer, which stays open for at most 12 hours and closes no later than 48 hours before the game. If we emailed you the offer and the game is still scheduled to start at least 48 hours after its deadline, not answering by the deadline counts as accepting it as long as the game has not started, and we buy the seats for you. Otherwise the offer ends without a replacement, and if we cannot get your seats, we refund your full payment the way you paid. If you decline, we refund your full payment the way you paid. We offer at most two replacements for a pack; if we still cannot get your seats, we refund you in full. Any other change to the event, seating category, number of tickets or whether seats are together requires your agreement, and we will not substitute materially different tickets without it.

Selling seats back for pack credit (the 85% option)

Your seats are drawn when your payment is confirmed, and from then you have 24 hours to keep the tickets or sell the seats back for the credit offer shown with them. If you do not choose in time, you keep the tickets. The offer equals 85% of the allocated ticket pair’s market value at the draw, and never more than the pair’s cost; 85% is not applied to the pack price. It is usually less than the amount you paid.

Accepting the offer cancels the entitlement and adds the accepted amount to your wallet as pack credit. We do not acquire supplier tickets on that path. You can spend pack credit on packs; withdrawals are not available yet.

Once you keep the tickets, this sell-back offer ends and we do not buy the tickets back. Your rights for a canceled or materially changed event, failed delivery or invalid tickets continue to apply. Seats you sold back receive no further payment if their event later changes, with one exception: if the event is canceled and the credit you received was less than what you paid for the pack, we take back up to that credit from your available pack credit and refund what you paid, less any of that credit we could not take back, the way you paid. Mandatory legal remedies remain unaffected.

The offer amount, its basis and the deadline are shown with your seats. An interrupted opening does not forfeit an entitlement; the 24 hours keep running from the draw. Accepted credit amounts do not change with later ticket-market movements.

Sending unspent added funds back to your card

Funds you added to your wallet by card and have not spent can go back to the card you paid with. You start this in your wallet, one top-up at a time, and you see the amount before you confirm. Only the unspent funds go back; the card fees you paid when you added them are not refunded. Your card issuer can take 5 to 10 business days to show the refund.

If you made more than one top-up, the most recent ones count as unspent first, and each top-up’s share goes back only to the card that paid for it. A top-up with a card dispute on it cannot be sent back this way. Nothing can be sent back while your account is on hold or paused, while it no longer passes our identity check, or while payments are paused for everyone. Contact support@seatdraw.com about a top-up you cannot send back.

If sending funds back to your card does not go through, the money goes back to your wallet.

Pack credit is separate: you can spend it on packs, it is not sent to a card, and withdrawals are not available yet.

Prices before and after purchase

Pack prices update as ticket markets change. The listed pack price includes all fees and taxes. You see and accept the final total before payment. A later market change does not increase the price already paid or change the amount of a full pack-price refund. A free reservation does not lock the future purchase price.

Adding funds to your wallet by card is different: card fees are added on top of the amount you add, and the card checkout shows the total, card fees included, before you pay. Those card fees are not refunded when unspent added funds go back to your card.

Refund timing and method

We initiate an eligible full refund within five business days after confirming eligibility, or sooner where required. We investigate promptly and do not delay confirmation to avoid this deadline. Your bank or payment provider may take additional time to post the refund.

A pack paid from your wallet is refunded to your wallet: the part paid with funds you added returns as added funds, and the part paid with pack credit returns as pack credit. Added funds returned this way can be spent on packs or sent back to your card, as described above. Pack credit returned this way can be spent on packs; withdrawals are not available yet. Any other card refund under this policy goes to the card that was charged where it can receive it; if it cannot, we arrange a verified, lawful alternative with you and the processor. If we hold a card payment for review, or after a card fraud alert, and then refund it instead of accepting it, we refund the whole payment, including any card fees you paid.

We do not force you to accept pack credit instead of a refund otherwise due. We charge no refund fee for the canceled-game, rescheduling or failed-ticket remedies described here.

Requesting help

Email support@seatdraw.com with your account email, order reference, event and a description of the issue. Report delivery and admission problems promptly so we can assist before the event. Do not email full payment-card numbers, passwords or identity documents.

Provide accurate ticketing-account details and cooperate with reasonable transfer, return or issuer-voiding steps. We will give you a fair opportunity to correct a recipient issue. Reasonable verification and cooperation must not improperly delay a refund or require you to waive unrelated rights.

Customer rights and policy changes

Mandatory consumer rights and lawful payment-dispute remedies apply even where they are broader than this policy. We coordinate refunds, issuer recoveries and chargebacks to prevent duplicate recovery for the same loss without requiring a waiver of those rights.

Security or legal reviews must have a documented basis and prompt follow-up; they do not permit indefinite retention or forfeiture. Any legally required restriction on transferring funds must be handled lawfully.

The version of this policy in force on the date of your purchase governs it. Updates apply to future purchases and cannot remove a refund entitlement that has already arisen. This policy is part of our Terms.