Can Tickets-Center refuse to refund me after a canceled event?

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By Christopher Elliott

Can Tickets-Center refuse Lori Glazer’s refund request for her ticket to the canceled Schitt’s Creek reunion tour? The ticket reseller says it can and that doesn’t sound right to the Elliott Advocacy team. 

Question

In March 2020, I bought two tickets to the Schitt’s Creek reunion tour from Tickets-Center. The event was postponed, and I heard nothing until today when they said they were giving us a credit of 110 percent. That’s not acceptable.

The Tickets-Center site has a “100 percent guarantee,” and I think they should refund my money. There are no events I would like to go to right now.

I love your column and read it every week. I am hoping you can help me get my $359 back. — Lori Glazer, Newburyport, Mass.

Answer

Thank you for your kind comments about my column. Tickets-Center ought to offer a full refund if they cancel your event.

But let’s have a look at the terms of your purchase. According to Tickets-Center’s Terms & Privacy Policy, you don’t automatically get your money back if an event is canceled and not rescheduled. Instead, it says you will be eligible for a credit “or, in our sole discretion, a cash refund.”

The default appears to be a credit. It says that if they postpone or reschedule an event, your order won’t qualify for a credit, and your tickets will remain valid for the rescheduled date unless applicable law requires otherwise.

Next time you order tickets, please review the fine print. It could save you a lot of trouble. (Related: Oops, wrong theater — how about a refund?)

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Interestingly, the Tickets-Center contract gives the company the right to cancel your tickets with no penalty. This is known as an adhesion contract — a contract that applies to you, but not the company — and it is as frustrating as it is unfair.

How about that 100 percent guarantee? It’s not what you think it is. Tickets-Center defines “guarantee” as ensuring the safety and security of your transaction, along with timely delivery of the tickets.. It’s not one of those blanket, “satisfaction guaranteed or your money back” things. If only! (Here’s how to resolve your own consumer problems.)

Here is a goodwill gesture refund from Tickets-Center

When I reviewed your case, I recommended that you write to Tickets-Center, politely requesting a refund. You did, but the company just reiterated its offer of a 110 percent credit. Maybe a bot responded to you. That’s been happening a lot lately.

I reached out to the company and asked if it could exercise its discretion and return your money. It did.

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Christopher Elliott

Christopher Elliott is the founder of Elliott Advocacy, a 501(c)(3) nonprofit organization that empowers consumers to solve their problems and helps those who can't. He's the author of numerous books on consumer advocacy and writes three nationally syndicated columns. He also publishes the Elliott Report, a news site for consumers, and Elliott Confidential, a critically acclaimed newsletter about customer service. If you have a consumer problem you can't solve, contact him directly through his advocacy website. You can also follow him on X, Facebook, and LinkedIn, or sign up for his daily newsletter. He is based in Panamá City.

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