How can I be sure that my event ticket is valid?

What can I pay attention to when buying a ticket? 

Are you going to order a ticket? Then, check whether you are dealing with an official seller or a reseller. Tickets from a reseller are usually more expensive. Additionally, a ticket may become invalid if it is resold. The organiser can determine this in the terms and conditions. Therefore, it is better to order tickets through the official sales channels.

Do you still want to order from another seller? Then make sure to look at what the event organiser says about reselling in the terms and conditions. Before you order, double-check if you selected the the right ticket. Did you accidentally buy a children's ticket? Then you would have to buy an adult ticket at the entrance.

So check before you pay: 

• where you are going to order the tickets
• the type of ticket you order
• The reviews about the online shop
• the price set by an official seller
• whether the organisation allows reselling (check the organisation's terms and conditions)
• whether there are additional costs, such as high administration fees or other fees

In addition, you can see if there have been reports about a ticket seller on the police website. Take some time to check if the web shop is reliable before placing your order. This way you avoid disappointments afterwards.

What can go wrong if I order a ticket from a reseller?

Are you buying tickets from a reseller? Then you often pay more than necessary. Be aware that resold tickets may be refused. If you purchase the ticket from an official seller, it is more likely that you will receive a refund if the event is cancelled. With a reseller, you can't be sure. Additionally, a reseller may not always inform you when the event's program is adjusted, the venue changes, or if it is cancelled.

Some online platforms allow users to offer tickets even before they are ordered. Old tickets are also sometimes sold on those platforms, for example, from a concert that took place last year. You may also encounter counterfeit tickets for made-up events that are not listed on the organisation's calendar.

Can the organiser refuse my ticket just like that?

When you order tickets for an event, you assume that you can enter with them. But at the entrance, you find out that this is not the case. This can be extremely disappointing, of course. However, the organiser reserves the right to refuse entry if you do not have a valid ticket or fail to comply with the rules. 

These rules must be stated in the terms and conditions. Here, you find whether a resold ticket is valid. It may also contain codes of conduct and inform you that you will not be granted access if, for example, you wear inappropriate clothing, do not behave properly or if you are under the influence. You can usually find these rules online and on the signs at the entrance of the event as well. If you did not follow the rules? Then you are not entitled to a refund.

Who can I contact if I have a problem with my ticket?

Is there a problem with your ticket? Then contact the point of sale where you bought your ticket. Have you purchased a ticket from someone through an online exchange platform or marketplace? Then you must contact the person from whom you purchased the ticket. You will not be able to claim a refund from the organiser or the original seller because you have not paid them for your ticket. 

What am I entitled to if I don't get access with my ticket?

A reseller must let you know that the organiser can decline the resold ticket. Have you not been informed about this? Then you are entitled to a refund, according to the Dutch rules. If you think you have not been informed adequately, first contact the reseller and try to find a solution. If the reseller does not offer a solution, then report this to the Netherlands Authority for Consumers and Markets (ACM). You can also choose to go to the Geschillencommissie or the court. 

What can I do if the ticket seller does not respond or if I do not receive my ticket?

Is the ticket seller not responding to your request for a refund? Is there outdated information on the ticket or doesn't it contain any details? Or have you not received a ticket at all? Then you have probably been scammed.

In that case, report it to the police and report the seller to the ACM. Did you pay with your credit card or an online payment service? Then see if you can start a dispute or have purchase protection. Did you pay through your bank? Then you can ask your bank for the details of the so-called ticket seller. With that information, you can start a lawsuit.

Can I cancel my ticket myself? 

Usually, you cannot cancel a ticket for an event. When you buy a ticket, you agree on a date with the seller. That is why you do not have a cooling-off period. However, there may be cases in which you can get your money back. The organisation indicates in the terms and conditions under what circumstances you can ask for a refund.

Can I resell my ticket?

In the Netherlands, you can resell your ticket. If you do, you must clearly inform the buyer that the ticket may be invalid. This may differ in other countries. In Belgium, for example, it has been forbidden to resell event tickets since 2013.

Want to learn more?

Read what else you can pay attention to on the website Weet waar je koopt (Know where you buy). 

Are you having problems with a ticket? Report this to ACM.

Have you been scammed? Then check if you can retrieve the address from the scammer on Opvragen NAW na fraude - Betaalvereniging Nederland (in Dutch). Also, file a report with the police. This way, you help to warn others.