UPDATES ON SEPTEMBER, 11 2020: In light of the legislative changes made to art. 88 of Law no. 24 of 2020 by article 183 of law no. 77 of 2020 (the so-called "Relaunch Decree"), published on July, 18 2020 on the Gazzetta Ufficiale and the clarifications made regarding its application, we inform you that, starting from September, 18 2020 and limited to cancelled events, it will be possible to proceed with the request for conversion from voucher to monetary refund.
What requirements must your request meet?
- the refund must have already been requested via voucher according to the terms provided
- the voucher must be intact (not partially already used)
- the voucher must relate to a ticket of a canceled event (click here to visit the dedicated page https://help.ticketmaster.it/hc/en-us/categories/360000706513-Cancelled-and-Rescheduled-Events )
- the refund request for the issued voucher must be received within 30 days from the date the form is made available on this page (link https://help.ticketmaster.it/hc/en-us/articles/360007905958-Refund-request-event-list ) or by the deadline set by the individual organizer of the event.
Finally, we remind you that all vouchers already issued and not converted into monetary refunds remain valid and can be used for the purchase of new tickets within the 18 months of validity.
The organizers of the events, as well as the ticketing companies interested in the sale of tickets for the shows organized by them, reserve the right to promptly update concert ticket holders with any news, including by updating the FAQs.
According to the provisions in the Decree Law "Decreto Cura Italia" and pursuant to Article 88 of the Decree Law No. 18 dated March, 17 2020 converted to the Law 27/2020, then amended by the Decree Law No. 34 dated May, 19 2020 (Article 183 Paragraph 11) and converted with amendments to Law No. 77 dated July, 17 2020, for the events originally scheduled during the restriction period due to the Covid-19 health emergency that have been cancelled or rescheduled, tickets will be reimbursed through a voucher, if requested by each Event Organizer. Ticketmaster will inform as soon as possible the customers affected by this reimbursement method, who will receive the information about requesting, receiving and spending the voucher on Ticketmaster.it. We kindly invite you to monitor the updates on the events and artists on the Organizer’s website as well. We remind you that, once issued, the voucher will be valid for 18 months and can only be spent on Ticketmaster.it and only for the purchase of future events scheduled by the same Organizer.
We kindly invite customers to carefully follow the indications given and send the reimbursement requests only through the channels written in our FAQs and indicated by our Customer Service and not through other channels such as social media, other Ticketmaster emails and payment provider platforms. In order to be considered valid, the reimbursement requests must be submitted according to the procedure clearly indicated in the dedicated customer care section.
We thank again all customers for their patience and collaboration during this difficult period due to the COVID-19 health emergency, highlighting that the wait and refund times will be longer than usual and may extent to the next few months. We kindly invite customers to wait for our reply to the requests already submitted, without sending out more requests on the same topic.
The Dpcm of March 8th 2020 has established that “all events and shows of any nature, including cinema and theaters, to be held in any place, both public and private, are suspended.”
If your event has been cancelled or rescheduled due to COVID-19 (see the constantly updated list HERE), we have already emailed you directly or will soon be sending you all the information you need. You do not need to contact us.
N.B. Have you bought a ticket for one of the shows listed above with delivery method “Courier Delivery”?
The standard reimbursement procedure requires customers to send the tickets back to Ticketmaster via traditional mail completed with the refund request, order number and the date of the ticket holder. This is because art. 7, c. 4 of DM 13/7/2000 states that the ticketing company must cancel the admission ticket and preserve it intact in all its parts.
However, given the current health emergency, in compliance with the Italian copyright collecting agency SIAE’s reply dated March, 13 2020, if customers encounter objective difficulties in sending back the tickets, they can proceed with forwarding the ticketing provider a legible scan of both sides of every single ticket that needs to be cancelled.
N.B.: it is required that the consumer undertakes ANYWAY to keep intact the own ticket, even if voided, as it will then be necessary to send it to Ticketmaster in the times and ways that we will indicate to you.
Please send HERE your reimbursement request attaching a scan or photo of both sides of every single ticket that needs to be cancelled, within the refund time window of the specific show. Attention: the scan or photo must be clear and legible in all its parts.
N.B. If you have already sent out a reimbursement request through the form, we kindly ask you to reply to the email received by email@example.com attaching a scan or photo of both sides of every single ticket that needs to be cancelled. Please note that once the Voucher has been requested it cannot be cancelled.
You will be reimbursed the ticket face value and presale on the payment method you used for the purchase (service and delivery fees are excluded).