We're not able to refund your booking fee in any circumstances, even if an event is cancelled.
This is because we have already paid the credit card charges incurred by processing your original order and these charges are non-refundable. We'll also incur additional charges in processing the refund of the face value ticket price. This is part of the service that we are providing to our customers and to the event organizers that we sell tickets for.
We're proud to have some of the lowest booking fees in ticketing, but to help keep them low we're unable to refund them.
In some exceptional cases the event organizer might decide to cover the costs of refunding the booking fee to their customers and will instruct us to refund you on their behalf. This decision is at the discretion of the event organizer.