FanProtect® Guarantee
Summary of FanProtect for Buyers:
You will get your tickets in time for the event
Your tickets will be valid for entry
Your tickets will be the same as or comparable to those you ordered
If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase
andIf the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion (unless a refund is required by law)
Getting Tickets on Time
If you don't receive the tickets you ordered by the date communicated to you when you placed your order or in subsequent communications, notify us. We will, in our sole discretion, attempt to locate and facilitate delivery of your tickets. If we do not receive confirmation that the tickets you ordered will arrive in time for the event, we will, in our sole discretion, provide you with comparable or better replacement tickets at no additional cost, issue you a full refund of your purchase (including any fees and shipping/handling charges), or issue you a credit for use on a future purchase.
Getting Valid Tickets
If the tickets you ordered are not honored by the venue, we may, in our sole discretion, attempt to locate replacement tickets for you or provide you with a full refund of your purchase (including any fees and shipping/handling charges). We may require information from you or the venue to confirm that the tickets were invalid for entry. You are encouraged to call our Customer Service from the venue if you experience problems with your tickets. You must notify us and complete any required forms no later than seven days (or such other time as communicated by us to you) after the event.
Getting Comparable or Better Tickets to Those you Ordered
If you receive tickets that are not comparable or better than the ones you ordered, notify us immediately. Upon verification by us and depending on when you notify us, we may do any of the following in its sole discretion: provide you with comparable or better replacement tickets; issue you a full refund of the purchase price you paid on our Site (including any fees and shipping/handling charges); issue you a partial or full credit for use on a future purchase. We may require that you return the tickets you received.
If the Event is Canceled or Postponed
If an event is canceled and not rescheduled, we will provide you with a full refund of the full amount you paid on our Site (including any fees and shipping/handling charges) or credit for use on a future purchase, as determined in our sole discretion (unless a refund is required by law). We will notify you that the event was canceled and provide instructions on how to obtain the credit or the refund.
If an event is postponed and rescheduled, you may use the tickets on the rescheduled date or, time permitting, list them for sale on our Site. If replacement tickets are required for entry to the event on the rescheduled date, we will work to obtain replacement tickets for you or provide you a full refund of the price you paid on our Site (including any fees and shipping/handling charges). If you cannot attend the event on the rescheduled date, you are encouraged to list the tickets on our Site. Except when replacement tickets are required, we do not provide refunds for postponed or rescheduled events, partial performances, or venue, date, lineup, or time changes.
Other Terms
"Comparable or better" tickets are determined by us in our sole discretion based on cost, quality, availability and other factors.
Tickets may include event tickets, parking passes or other items offered for sale on our Site (unless the listing explicitly exempts the order from the FanProtect Guarantee).
If your ticket is subject to any resale restrictions, the FanProtect Guarantee only applies if your ticket is not honored by the venue when you are trying to access the event your ticket is for and you provide us with proof that the tickets were invalid for entry on the day of the event.
To receive the benefits of the FanProtect Guarantee, you must comply with our User Agreement and all policies, guidance and emails we send you regarding your order, including any timelines or procedures to notify us of issues.
The FanProtect Guarantee does not apply in cases of buyer's remorse or any reason other than the reasons stated in this Guarantee.
In most cases, buyers or prospective buyers are not permitted to contact you
You can adjust your ticket prices any time before they sell
You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies
Summary of FanProtect for Sellers:
Buyer or Prospective Buyers Won’t Contact You Directly Regarding a Sale
Buyers and prospective buyers are not permitted to contact you unless you consent or it is necessary for the specific transaction. If you are contacted and an exception does not apply, you are encouraged to refer the customer to Customer Service for assistance and let us know.
Setting and Adjusting the Ticket Prices Before Your Tickets Sell
You set ticket prices. You can adjust the ticket price as often as you desire before your tickets sell. If you cannot adjust pricing for a ticket listing before the tickets have sold, you should contact Customer Service for assistance.
Receiving Payment
If you sell your tickets and send them in accordance with our User Agreement, policies, and emails we send you but there is a problem with the delivery that was not caused by your actions or inaction, you will still get paid for the sale.
If You Have Not Received Payment for a Ticket Sale
You will be paid for a ticket sale in accordance with the timeframes detailed in our Seller Policies but if you have not received payment for a ticket sale within such time, you should first make sure that the Seller Payment Information provided to us is correct by logging in and going to My Account. If you opted to receive payment by PayPal, the same email address provided in your Seller Payment Contact must also be registered at PayPal. After making any necessary corrections, please allow 2-3 weeks for us to issue payment. If the Seller Payment Information is already correct, you should contact Customer Service for assistance. We will investigate the matter promptly and determine the status of the payment. If your payment has not already been properly processed by us, we will make every effort to do so as quickly as possible. You can always contact Customer Service at any time throughout this process if you have any questions.
Abuse of the FanProtect Guarantee
We will investigate all claims under the Guarantee and determine resolutions on a case-by-case basis. Such decisions are final. We reserve the right to limit the amount a Buyer or Seller may be awarded and the number of claims a Buyer or Seller may file in a calendar year. We may temporarily or permanently suspend any Buyer or Seller who attempts to abuse the FanProtect Guarantee and may report any such abuse to the appropriate legal authorities.
Terms and Conditions
If we change this Guarantee, we will post a revised version of the Guarantee on the Site, which shall automatically replace the terms of this Guarantee. Your use of the Site and the Services following the effective date of the revised Guarantee will constitute your acceptance of the revised Guarantee. If you do not agree with the terms of this Guarantee or any revised version of this Guarantee, do not continue to use the Site or Services.