Concert and event tickets
Konsert- och evenemangsbiljetter - Engelska
When you have purchased a concert or event ticket, you have no right of withdrawal under the law. On the other hand however, if the event is cancelled, you are entitled to receive your money back.
Translated page: This text has been translated from Swedish. The text and appearance of the page may look different from the original page.
Important to know
The right of withdrawal does not apply to tickets for concerts and other entertainment events.
If the event is cancelled or rescheduled, you can make a claim for a refund, irrespective of why it was cancelled or rescheduled.
The sale of resale tickets is permitted in Sweden, but tickets are most often more expensive than if purchased directly from the promoter’s regular channels.
There is no cooling-off period and right of withdrawal when purchasing tickets
You have no statutory cooling-off period and right of withdrawal when purchasing tickets for an entertainment event. It does not matter how the purchase was made. Usually when you shop online, you will have a 14-day right of withdrawal, however this does not apply to tickets for events.
If you can’t make it, or you change your mind and don’t want to go to the event you have a ticket for, start by reading the Terms and Conditions of Sale. Sometimes companies themselves offer a right of cancel and receive your money back, but it’s not something you can force on the seller. If the company offers the possibility for a cancellation and refund, it should be stated in the Terms and Conditions.
Some companies offer the possibility to cancel in unexpected circumstances, for example in the event of serious illness or accident. However you should not count on this. Always read the terms and conditions before the purchase to know what applies if you may need to cancel the ticket.
Tickets bought from ticket resellers
The European Court of Justice has concluded that consumers have the right to withdrawal when a ticket is purchased from and ticket reseller. This means that if you have purchased the tickets from a company that has bought the ticket from another company you have the right to revoke the purchase. Read the terms and conditions to see if your purchase was made from a ticket reseller or not.
Cancellation protection
Cancellation cover is an insurance policy that gives you some protection in the event that something happens that prevents you from attending the event.
Keep in mind that there are often specific preconditions that must be met in order for you to be covered and make a claim from the cancellation cover. Check the Terms and Conditions to see what is applicable in your case. Often, cancellation cover means that you can only obtain reimbursement for what you paid for the tickets under specific special circumstances, such as illness. This means that even if you have cancellation cover, you may not be able to obtain a reimbursement for the costs for your tickets if you simply change your mind.
Resale tickets
It is not uncommon for tickets for admission to concerts or other event to be sold by ticket resellers in the secondary ticket industry. These are called resale tickets, and this is lawful in Sweden, subject to that the tickets are valid and can be used.
A resale ticket will commonly be more expensive than if you purchased the tickets directly from the organiser. And this reselling mark-up is legal in Sweden. It is up to the seller to decide how much they want to charge for the ticket. As a buyer, it is up to you if you want to pay the price or forgo the purchase.
Circumstances when the commercial enterprises are prohibited from selling resale tickets
Commercial enterprises and ticket brokers are not legally allowed to resell tickets to consumers that they have obtained by circumventing any restrictions, such as how many tickets an individual can purchase for the event.
Cancelled or rescheduled event
If an event is cancelled or rescheduled, you are entitled to a refund of the price you paid for the ticket. This applies no matter for what reason the event is cancelled. The company cannot invoke circumstances beyond its control, known as “force majeure.”
If only part of the event has been cancelled, for instance one act at a multi-artist festival, you may be entitled to a full refund, or a partial refund.
Request your money back from the organiser
If you have purchased your ticket from the organiser or a ticket agency, start by reading the Terms and Condition of Sale for the tickets you purchased. This will tell you whether you need to contact the ticket agent or the organiser to claim a refund. Then you should contact the company, preferably in writing (for example by e-mail). In that way you will have proof that you made your claim.
What if I purchased the ticket from a private person party?
If you have purchased a resale ticket you should contact the organiser to claim a refund, unless the Terms and Conditions of Sale state otherwise.
But bear in mind that the organiser will only refund the original price of the ticket. This means that you cannot demand reimbursement for any service charge or price mark-up added by the seller of the resale ticket.
Dissatisfied with the event
If an event does not turn out as promised or expected, for example the sound is very substandard, or you get a less desirable seat than what you paid for, you may be entitled to a refund for part of the amount you paid. The amount of the reduction in price you can demand depends on the extent of the problem or shortcoming.
Complain in writing to the organiser
If you want a reduction in price, start by reading the terms and conditions of the ticket to find out who to contact. Contact that party, which usually will be the organiser or ticket vendor, in writing, preferably by e-mail. Then you have evidence of what had been said.
What if I purchased the ticket from a private person party?
If you have purchased from a private party, you should address your claim for a refund to the organiser, unless the Terms and Conditions of Sale state otherwise.
The organiser will only refund the original price of the ticket. You cannot demand reimbursement for any service charge or price mark-up added by the seller of the resale ticket.
The ticket price is too expensive
In Sweden, there is a free-market pricing system, which means in this situation that the party selling an event ticket decides what they want to charge for it. In this regard, it makes no difference whether it is a business enterprise or a private party selling the ticket.
Most often, resale tickets are more expensive than tickets purchased directly from official channels; and in Sweden this mark-up is legally permissible. If you have purchased a resale ticket that you paid more for than if you had bought it from the organiser, you cannot demand a reduction in price or a refund of what you paid.
If you and the seller of a ticket have agreed on a price, the seller of the ticket cannot increase the price, for example by adding fees afterwards.
Complain in writing to the seller of the ticket
Contact the ticket vendor if you paid more for the ticket than you and the ticket vendor agreed upon. Explain what the problem is and that you want a refund for the part of the amount you paid but was over the amount agreed to. It is preferable to contact the seller by e-mail.
If you receive a bill for a price higher than what you agreed to, you can object to the part of the bill that is incorrect. You need to do this in writing, for example by sending an e-mail.
Further information about disputing an invoice
Delayed delivery in receiving the ticket
You should receive the ticket by the date agreed upon between you and the seller of the ticket. If you have purchased it from a company, the Terms and Conditions of Sale will usually state when the ticket will be delivered.
If you receive your ticket too late and therefore miss the event, you can demand a refund. Contact the seller of the ticket in writing, for example by e-mail, to complain about the delay and request a refund.
Invalid tickets
If you suspect that your ticket is invalid, you should contact the organiser to verify whether or not you can use the ticket. Only the organiser can definitively confirm whether the ticket is valid or not. The name of the organiser is usually stated in the advertising or publicity for the event.
If your ticket is invalid, you need to contact the person or company you bought it from to seek redress. If the party who sold you the ticket can provide you with a valid ticket instead, you are entitled to receive it, otherwise you can demand a refund.
Events affected by extraordinary circumstances
Extraordinary circumstances are incidents that are beyond the control of the company, and which cannot be avoided even if all reasonable measures are taken. Extraordinary circumstances are sometimes referred to as “force majeure.” One example of an extraordinary circumstance is the coronavirus pandemic.
The general rule is that you will get a full refund of the ticket cost if an event is rescheduled or cancelled.
Concerts and other similar events
If a concert is cancelled or postponed, you are entitled to a refund for the concert itself. This applies irrespective of the reason why the organiser cancels or changes the date, even if they cite “force majeure” reasons. The organiser must refund the ticket because you are not getting what you paid for.
If the event is rescheduled and you are offered the opportunity to use your ticket on the new date, you can choose to accept this, but you are under no obligation to do so. If you’d rather get your money back, you can insist on this.
According to a previous ruling by the Swedish National Board for Consumer Disputes, when a concert is postponed or cancelled, the concert organiser must refund the full cost of the ticket. The reason why the concert has been postponed or cancelled is not relevant.
Marathons/running events
Under certain circumstances, the organiser may be entitled to retain all or part of the price of a ticket when an event is cancelled, if this is stated in the contractual conditions.
In the context of the coronavirus pandemic, a ruling by the National Board for Consumer Disputes stated that a non-profit association was entitled to limit its refund obligation to 50% of the entry fee, because it was clear from the terms and conditions agreed to plus considering that it was a very small amount of money in question for each individual.
Therefore, if you are concerned about this, you should check the contract terms to see if there is a condition limiting the organiser’s obligation to provide a refund in the event of force majeure. If there is nothing stated in the terms and conditions concerning this, you are entitled to a full refund.
Request the assistance of ARN if you and the company cannot reach an agreement
If you and the company cannot reach an agreement, you can file a complaint with the Swedish National Board for Consumer Disputes (ARN) .
ARN will assess your case and make a recommendation on how to resolve the dispute. Most companies follow ARN’s recommendations.
A normal processing time is approximately six months.
What does it cost to file a complaint with ARN?
It costs SEK 150 to file a complaint with ARN. When you submit your complaint, you can request that the company compensates you for the cost if ARN makes a recommendation in your favor.
Requirements for the National Board for Consumer Disputes to be able to review your case
The company has either rejected your claims or has not responded within a reasonable time.
The amount you and the company are in dispute about is more then ARN's value limitations (different value thresholds apply for different fields).
You file the complaint within one year from the first time you complained to the company.
Submit an application on ARN’s website
Would you like assistance in preparing your complaint?
The municipality’s consumer adviser may be able to assist you in submitting an application to ARN.
Settle the dispute in court
Your dispute with the company can also be taken to a district court by filing a lawsuit. You will need to pay a filing fee and may also have to pay court costs.
Source: Konsumentverket
Proofread: 26 February 2023