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Coronavirus (COVID-19) Update
The impact of the coronavirus is an issue we are taking very seriously as we know globally it has a direct impact on both our buyers and sellers.

The evolving situation due to COVID-19 (the novel coronavirus) has likely led to questions about what happens if an event gets cancelled or postponed.

If there has been an official announcement from the event organiser that your event has been cancelled or postponed, we will have sent you an email informing you of the next steps. If after 24 hours from the official announcement you haven't received an email from us, please contact us immediately.

If an event is cancelled – you do not have to do anything. We will contact you.


- For Transactions made before March 8th 2020
You will be entitled to a voucher, valued at 125% of your original purchase price, so you can enjoy an event of your choosing in the future. Don't worry, if the voucher remains unused, you have up to 90 days after the voucher expiration date to contact us and claim a refund.

- Transactions made after March 8th 2020
You will be entitled to a full refund or a 125% voucher.
  • If the event organiser is offering vouchers or tickets to another event – you do not have to do anything. We will contact you. You will be entitled to a voucher or tickets to another event.
  • If an event has been postponed or rescheduled – you do not have to do anything. We will contact you regarding the new date as soon as it is announced. All events are considered valid unless there has been an official announcement stating the event has been cancelled.


At viagogo, customer satisfaction has always been our highest priority. We recommend anyone feeling ill take precautionary steps if attending an event in any region and to always consult your doctor.

Our FAQ below has more information about these policies.

Vouchers
Where will I see my viagogo voucher?
  • After selecting the option for a voucher, you’ll receive an email within 72 hours with detailed instructions on how to redeem your voucher for a future purchase.
Can I use my viagogo voucher for an event in another country?
  • Yes, you can use your voucher on the viagogo website, for any event of your choice anywhere in the world.
How long is my voucher valid for?
  • The voucher will be valid until 31st December 2021, so you can enjoy a future event. Don't worry, if the voucher remains unused, you have up to 90 days after the voucher expiration date to contact us and claim a refund.


Events and Travel
What are my other options if I don’t go to an event due to the coronavirus?
  • You can relist your ticket and give someone else the chance to go.
What if I have tickets to multiple cancelled events?
  • We’ll email you about each event if it is cancelled.
Will viagogo reimburse my travel expenses?
  • viagogo won’t reimburse you for travel expenses. However, many airlines, car rental companies, and hotels are helping customers due to the virus. Contact your travel company for more information.
What's the difference between a cancelled or postponed/rescheduled event?
  • Postponed or Rescheduled – the event will still happen but on a different day than originally planned. If the event is postponed to a future, undetermined date, we'll email you when the details are announced.
  • Cancelled – The event will no longer happen and will not be rescheduled.
    Or
    It will happen, but behind ‘closed doors’ without fans or supporters in attendance.


Seller FAQs
When do I get paid?
  • Due to the unprecedented number of events worldwide affected by the coronavirus pandemic; your payment will be initiated 21 days after the event, if the event takes place. You will receive confirmation by email when the payment is initiated.

    You can update your payment method as long as you haven't yet been paid. Visit the Payment Methods section to update the details. If you have added a new payment method, remember to click on the “star” icon to make this your default method for receiving payment.
Why is there a delay receiving my payment at the moment?
  • We appreciate that payments are taking longer than normal due to the unprecedented number of events affected worldwide by the coronavirus pandemic. Your payment will be initiated 21 days after the event, if the event takes place. Rest assured, your payment will be processed as soon as possible. The moment it is, we will email you. Thank you for your understanding.
What if I sold tickets to an event that's postponed due to the coronavirus?
  • If you have already sent the tickets, you don’t need to do anything. We’ll email the buyer with the new event details.
    If you haven't sent the tickets yet, please send as normal once the new date has been announced.
    - In both cases, your sale still remains valid.
What if I sold tickets to an event that has been cancelled due to the coronavirus?
  • If the event has been cancelled you will not be paid for this sale.
I need my paper tickets back because my event was cancelled
  • If your event has been cancelled, we will have sent you an email that will allow you to request to have the tickets returned to you. Please follow the instructions in this email.
If you have any further questions, please contact customer support.

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