Concert and event tickets 

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. 

• Resale of tickets is allowed in Sweden. The tickets are often more expensive than if you buy directly from the organizer. You have the right to withdrawal when purchasing resale tickets.

Cancelling Ticket Purchases

You do not have the right to withdrawal according to the law when you buy tickets for an event. It does not matter how you made the purchase. When you shop online, you often have a 14-day right of withdrawal, but this does not apply to event tickets.

Do you not want or cannot attend the event? Start by reading the purchase terms. Sometimes companies may offer a right of withdrawal, but it is not something you can demand. If the company offers a right of withdrawal, it should be stated in the purchase terms.

Some companies give you the opportunity to cancel in cases of serious illness or accident, but this is not something you can count on. Always read the terms of purchase to know what applies if you need to cancel the ticket.

Cancellation Protection

Cancellation protection is an insurance that provides you with better protection. If you purchase a cancellation protection, you may be able to get your money back if something happens and you cannot attend the event.

Before you buy a cancellation protection, it is good to check if you have such protection through your home insurance. If you pay for the tickets with a card, you may have cancellation protection through the card insurance. Check this by reading the terms of your card.

There are often specific conditions that must be met for you to use the cancellation protection. Often, cancellation protection means that you can only cancel the tickets if, for example, you have become ill. Check the terms to see what applies in your case.

Cancelled or Rescheduled Event

When an event is cancelled, you should get your money back for the ticket. It does not matter why the event is not taking place.

The main rule is that you should get back the entire ticket cost. However, in some cases, the organizer may have the right to retain parts of the ticket cost if it is stated in the terms and conditions.

Therefore, you should check the terms and conditions to see if there is a clause that limits the organizer’s obligation to refund the ticket cost. If there is nothing mentioned about this in the terms, you should get all your money back.

If Parts of the Event are Cancelled

Have parts of the event been cancelled, for example, at a festival with multiple artists? Then you may be entitled to a refund or a price reduction if the change significantly affects the event. For example, if the main act is cancelled.

If the Event is Rescheduled

Has the event been moved to another day? If you are offered to use your ticket at the new date, you can choose to accept it. But you do not have to. If you prefer to get your money back, you can demand it.

Contact the Organizer

As a rule, you should contact the organizer to request a refund. But if you bought the ticket from a reseller, you should read the terms to see who you should demand the refund from.

Contact the company in writing, for example, by email.

Dissatisfied with the Event

Was the event not as promised or expected? For example, if the sound was poor or if you got a worse seat than what you paid for. In such cases, you may be entitled to a price reduction. The amount of the price reduction depends on the severity of the issue.

Complain in Writing to the Organizer

Start by reading the purchase terms for the ticket to find out who you should contact. It could be the organizer or the ticket seller. Then contact the organizer or ticket seller in writing, preferably via email. This way, you have proof that you have complained.

Late Delivery of the Ticket

You should receive the ticket within the time stated the ticket seller. The delivery time is usually stated in the purchase terms.

Did you receive the ticket too late and missed the event? In that case, you can demand a refund for the ticket. Contact the seller in writing, for example, via email.

If You Bought

What is a resale ticket? It is a ticket you bought from a private individual or a ticket you bought from a company that, in turn, bought the tickets from the organizer or someone else.

If you buy tickets from a company that helps the organizer to sell tickets, it is not a resale ticket. Nor are the tickets you buy directly from the organizer.

Read the terms to see if it is a resale ticket or not.

Resale tickets are allowed to be sold in Sweden. Even tickets with someone else’s name can be sold and thus transferred to another person.

The Seller Sets the Price

The seller can decide the price at which the resale ticket will be sold. Therefore, resale tickets are usually more expensive than tickets you buy directly from the organizer. If you buy the ticket, you cannot complain about the price afterward.

Right to withdrawal

You have the right to withdrawal when purchasing resale tickets you bought online from a company. The EU Court of Justice has concluded this in a decision.

If you want to use your right to withdrawal you need to notify the company within 14 days of the purchase. Preferably notify them in writing, for example, via email. Save a copy. This way, you can prove that and when you canceled.

The company must refund your money within 14 days from when you notified them that you canceled. You should get back the full amount you paid for the tickets. The money should be refunded in the same way you paid, for example, to your bank card.

Cancelled or Rescheduled Event

As a rule, you should contact the organizer of the event to request a refund. Check if the terms for your resale ticket state otherwise. Also, read what the organizer writes about resale tickets and complaints.

The organizer only needs to compensate you for the original price they set for the ticket. The price is often stated on the ticket. You cannot demand a refund for service fees or any price difference added by the resale seller.

If you bought the ticket from another private individual, you should check what information the organizer provides about your options.

Late Delivery of the Ticket

You should receive the ticket within the time agreed upon between you and the ticket seller. If you bought it from a company, the delivery time is usually stated in the purchase terms.

Did you receive the ticket too late and missed the event? In that case, you can demand a refund for the ticket. Contact the seller in writing, for example, via email.

Invalid Event Ticket

Do you suspect that your ticket to an event is invalid? Then you must contact the organizer of the event to check if you can use the ticket. Only the organizer can answer whether the ticket is valid or not. The organizer is usually mentioned in the event advertisement.

If your ticket is invalid, complain to the person you bought the ticket from. If they can give you a valid ticket instead, you are entitled to it; otherwise, you can demand a refund.

Dissatisfied with the Event

Are you not satisfied with the event? Then you should complain to the organizer unless the purchase terms state otherwise.

If you demand a price reduction, the organizer cannot compensate you for more than the original ticket price they set. You cannot demand compensation for any service fee or price increase added by the second-hand seller.

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.