Refund policy
Last updated: 11 March 2026 · Applicable to tickets.aventyz.com
This policy is governed by the laws of England and Wales, in accordance with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the Digital Markets, Competition and Consumers Act 2024.
Article 1, general principle
Pursuant to Regulation 28(1)(h) of the Consumer Contracts Regulations 2013, tickets purchased on tickets.aventyz.com are leisure contracts for a fixed date. The 14-day cancellation right that normally applies to distance sales does not apply to event tickets. Any validated and paid order is firm and final.
Article 2, cancelled event
Where an event is fully cancelled by the organiser, TICKETS AVENTYZ LLP undertakes to refund the full ticket price (face value), refund Aventyz service fees, process the refund within a maximum of 14 working days, and notify the customer by email. The refund is issued to the original payment method.
Article 3, postponed event
Where an event is postponed to a new date, the customer has 30 calendar days from notification to keep their ticket valid for the new date (default option) or to request a full refund of the ticket price. If no refund is requested within this 30-day period, the ticket is automatically transferred to the new date.
Article 4, substantial modification
A modification is considered substantial when it affects the venue (change of city or venue), the time or date (shift greater than 3 hours), or the nature of the event (lead artist or team replaced). The customer then has 15 days to accept the modification or request a full refund.
Article 5, Aventyz exclusive experiences
| Situation | Refund | Timeline |
|---|---|---|
| Experience cancelled by Aventyz | 100% | 14 working days |
| Athlete or artist replaced by an equivalent | Non-refundable | — |
| Customer absent without prior cancellation | Non-refundable | — |
| Customer cancellation > 30 days before | 50% | 14 working days |
| Customer cancellation < 30 days before | Non-refundable | — |
Article 6, non-refundable cases
- Personal inability to attend the event (illness, transport, etc.)
- Late entry or expulsion for inappropriate behaviour
- Loss or theft of the ticket after delivery
- Order error (wrong date, wrong event)
- Event partially held (temporary interruption then resumption)
- Weather conditions for outdoor events, unless officially cancelled
- Refund request submitted after the event
Article 7, request procedure
- Send an email to tickets@aventyz.com with the subject: "REFUND - [Order number]"
- Attach your order confirmation and a copy of the ticket
- State the reason for your request
- Our team acknowledges receipt within 48 working hours
- Processing and decision within 5 working days
- Refund issued within 14 working days if granted
Article 8, summary table
| Situation | Refund | Processing time |
|---|---|---|
| Event cancelled | Yes, 100% | 14 working days |
| Event postponed (request < 30 d) | Yes, 100% | 14 working days |
| Substantial modification | Yes, 100% | 14 working days |
| Experience cancelled by Aventyz | Yes, 100% | 14 working days |
| Customer cancellation > 30 d before | Partial, 50% | 14 working days |
| Customer cancellation < 30 d before | No | — |
| Personal inability | No | — |
| Event held, customer absent | No | — |
Article 9, dispute resolution
If a dispute is not resolved by our customer service team, you have the following options:
- STAR (Society of Ticket Agents & Retailers): the alternative dispute resolution body for the UK ticketing sector, www.star.org.uk
- Citizens Advice: free consumer advice in the UK, www.citizensadvice.org.uk
- Small Claims Court: for disputes up to £10,000, gov.uk/make-court-claim-for-money
- Section 75 of the Consumer Credit Act 1974: if paying by credit card, your bank may be jointly liable
Governing law: English and Welsh law. Jurisdiction: courts of England and Wales.