Buyer guarantee

Every order on PickStub is covered by our buyer guarantee. It is our promise that the tickets you paid for are real, that they reach you in time, and that if something goes wrong on our side, you are not the one left holding the loss.

What it covers

Your tickets are valid. They admit you to the event you bought, in the seats described on your order. If a ticket is turned away at the gate for a reason attributable to us or to the seller, you are covered.

Your tickets arrive in time. Some tickets are electronic and some are physical, shipped to you or collected at the venue. The listing and your checkout page say which one you are buying before you pay, and either way they reach you in time for the event. Electronic tickets are usually transferred by the platform that issued them, so the sender may not say PickStub. If they have not reached you as the event approaches, we sort it out.

Your seats are the ones you bought, or better. If the exact seats become unavailable after we confirm your order, we replace them with tickets of equal or better value at no extra cost.

If the event is canceled outright and not rescheduled, you are refunded in full, automatically. You do not need to claim it.

What happens if something goes wrong

We replace your tickets with seats of equal or better value, or we refund you in full. Which of the two depends on how much time is left and what is available, and we tell you before doing anything.

What it does not cover

The guarantee covers the tickets, not your plans. It does not apply when you can no longer attend, bought the wrong date or quantity, or changed your mind: all sales are final. It does not cover travel, accommodation or any other expense around the event.

A postponed or rescheduled event is not a canceled one. Your same ticket stays valid for the new date, so no refund is due. Changes to the venue, start time, lineup or opening act do not entitle you to a refund as long as the event goes ahead and your ticket admits you. The full detail is in our refund policy.

It also does not cover tickets bought anywhere other than PickStub, or tickets you resold or transferred to someone else after buying them here.

How to claim

Write to us from your order page, or through our contact page, or at [email protected] with your order reference. Tell us before the event takes place. Once the event has passed, there is nothing left to replace and a claim is far harder to resolve, so contact us as soon as you have any doubt.

Approved refunds go back to your original payment method and take 5 to 10 business days to appear on your statement, depending on your bank.