If you have taken out a ticket insurance policy and one of the insured claims has occurred, please contact the insurance company directly with the necessary documents and the completed claim form.
If you are unsure whether you have purchased Ticket Insurance, please check your order confirmation. If you have purchased insurance, you will find an attachment called «Purchase_receipt_Ticketinsurance.pdf». Please remember to send the order confirmation that you received from us by e-mail directly after the purchase. This serves as proof that you have taken out the ticket insurance.
You can find the insured claims and the general terms and conditions of the insurance in our help section: What do I have to do in the event of a claim?
If there is no insured claim, please contact the organiser directly with your cancellation request. As the purchase contract was concluded between you and the organiser, we as a ticketing platform cannot make any cancellations.
Event tickets are generally excluded from the fourteen-day cancellation and return policy. As soon as your ticket order has been confirmed via Eventfrog, you are legally bound. You agree to the acceptance and immediate payment of the tickets ordered.
If you would like to exchange or cancel your tickets, you can request the cancellation from the organiser as described above.
If an event is cancelled with or without a «money-back guarantee», the full ticket price will be refunded automatically. In this case, you do not need to do anything else.
