When you buy tickets on Ticketmaster, the service fee and order processing fee added to your purchase are never refunded, even if your event is cancelled or your order has an issue.
This analysis describes what Ticketmaster's agreement states, permits, or reserves. It does not constitute a legal determination about enforceability. Regulatory applicability and practical outcomes may vary by jurisdiction, enforcement context, and individual circumstances. Read our methodology
Service fees on Ticketmaster can represent a significant percentage of the ticket face value. If these fees are non-refundable in all circumstances, consumers may lose meaningful amounts of money on events that are cancelled or significantly changed.
Interpretive note: The agreement states fees are non-refundable, but applicable state law — particularly in California, New York, and EU jurisdictions — may require refunds in specific circumstances such as event cancellation, potentially limiting this provision's enforceability.
This provision was effectively superseded or integrated into other policies rather than appearing as standalone text in the current version.
View full change record →Consumers who purchase tickets for events that are later cancelled, postponed, or changed may not recover the service and order processing fees charged by Ticketmaster, even if the underlying ticket is refunded, resulting in a net financial loss on each affected transaction.
How other platforms handle this
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"All sales are final and we do not offer refunds or exchanges on any tickets, except where required by applicable law. Prices for tickets include a per-ticket service fee and a per-order processing fee. These fees are not refundable.Excerpt from Ticketmaster's Terms of Use
(1) REGULATORY LANDSCAPE: The non-refundable fee structure engages FTC authority under the FTC Act regarding unfair or deceptive practices, particularly in the context of drip pricing, where fees are disclosed only at final checkout.
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Service fees on Ticketmaster can represent a significant percentage of the ticket face value. If these fees are non-refundable in all circumstances, consumers may lose meaningful amounts of money on events that are cancelled or significantly changed.
Consumers who purchase tickets for events that are later cancelled, postponed, or changed may not recover the service and order processing fees charged by Ticketmaster, even if the underlying ticket is refunded, resulting in a net financial loss on each affected transaction.
ConductAtlas has identified this type of provision across 231 platforms. See the full comparison.
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