Right to cancel

Information about the exercise of the right to cancel

1. Exclusions according to art. 59 of the Consumer Code

You are not entitled to cancel your contract for the purchase of the following items:
(a)  a ticket (including any platinum ticket);
(b)  a package;
(c)  any "Excluded Upsell" being any product and/or service purchased separately from and in addition to a ticket, which includes: 
     (i)  any travel, catering, accommodation, transport or services relating to leisure activities, to be provided on a specified date or during a specified period;
     (ii) any goods that are made to your specifications or are clearly personalised;
     (iii) any sealed audio or sealed video recordings or sealed computer software, if such goods become unsealed after delivery;
     (iv) any alcoholic beverages where: (i) the price has been agreed at the time of the conclusion of the contract;  (ii) delivery of them can only take place after 30 days; and (iii) their value is dependent on fluctuations in the market which cannot be controlled by the relevant Event Partner;
     (v) any goods which are liable to deteriorate or expire rapidly; and/or
     (vi) any goods which become mixed inseparably (according to their nature) with other items after delivery.
(d)  Any digital content download during the 14 days immediately before its release date or at any time on or after the release date. 

2.  Cancellation right

You have the right to cancel your contract for purchase of the following products or services, without giving any reason:
(a) any product purchased separately from and in addition to a ticket (other than any Excluded Upsell), within 14 days of the date of delivery of such product to you, being agreed that you will not have any cancellation right with reference to the associated ticket;
(b)  a gift card, within 14 days of the date of delivery of the gift card to you;
(c) digital download purchased more than 14 days before its release date, within 14 days of the date of purchase. If you have purchased any digital download as an Upsell, you may cancel your transaction within 14 days of the day of purchase, unless you have purchased such digital download during the 14 days immediately before the date of its release or at any time on or after the release date, in which case you will have agreed for the digital download to be provided to you before the expiry of the cancellation period and will have acknowledged that your right to cancel will be lost according to art. 59, paragraph 1, lett. a) of the Consumer Code.
3.  Exercise of the cancellation right

To exercise the right to cancel the order, you must inform us of your decision to cancel your purchase by a clear statement (e.g. a letter, fax, email sent by post to Ticketmaster S.r.l., via Pietrasanta n. 12 20141 Milan). You may use (although it is not mandatory to use it) the model cancellation form which can be downloaded here and indicated under point 6. below. If you decide not to use the model cancellation form, you should send a clear and explicit communication of your will to cancel your purchase order.

4. Effects of Cancellation

(a)  If you cancel your purchase, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
(b)  We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
(c)  You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
(d)  Subject to (f), we will make the reimbursement without undue delay, and not later than-
        (i)  14 days after the day we receive or the relevant Event Partner receives back from you any goods supplied, or
        (ii)  (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
        (iii)  if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel your purchase.
(e) Subject to (f), we will make the reimbursement using the same means of payment as you used for the initial transaction. In case you paid by bank transfer, we will make the reimbursement using the bank account used for the payment. In case you used PayPal or credit card, the reimbursement shall be made on the PayPal account or on the credit card. In case of cash-on-delivery payments, the reimburse shall be made, alternatively, on the bank account you will communicate or through a reimburse on your account, except in case you have expressly agreed a different solution; in any event, you will not incur any fees as a result of the reimbursement. 
(f) By purchasing a Gift Card you have agreed to the Ticketmaster Gift Card Terms and Conditions. In the case of refunds for Gift Cards, the refund will be issued to you by cheque unless we have expressly agreed otherwise. Please ensure you have provided the correct address details for us to post the cheque to.
5. Returns
(a)  If you have received the product before your request for cancellation of the purchase of such product, you shall send back such product without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation to us, as follows:
      (i)  if the product has been provided to you by our Event Partner, you shall send the product to the relevant Event Partner, to such address as notified by us to you or as displayed on our website; or
      (ii)  if the product (such as a gift card) has been provided to you by us, you shall send the product to us at
               Ticketmaster Italia S.r.l. via Pietrasanta 13 20141 Milan.
(b)  You will have to bear the costs of returning the product (unless otherwise stated by the relevant Event Partner). 

6.  Standard cancellation form:

in case you decide to withdraw from your purchase agreement by using the cancellation form that can be downloaded here you should fill it and to send it to Ticketmaster Italia S.r.l. via Pietrasanta n. 14 20141 Milan. You are free to exercise your cancellation right by means of any other explicit communication. As an alternative to the model cancellation form, you can use the following standard wording

“According to this communication I/us (*) notify my/our (*) withdrawal from the agreement referred to the purchase of the following goods/services (*)
- ordered on (*) / received on (*)
- name of the purchaser(s)
- address pf the purchaser(s)
(*) delete the unnecessary wording.

Back to the home page