Help centerTickets and getting in
Refunds
Who decides refunds, how to ask for one, and what you’ll see.
Ask for a refund
- Find your order reference. In the Velvet app, tap the ticket icon, then the receipt icon at the top, open the order and choose View receipt. On the web, open My tickets, then Orders: your reference is the code after Order.
- Contact the event’s organizer through the links on their Velvet page, if they list any, or email us with your order reference.
Refunds are up to each event’s organizer, under their policy and the law.
A fully refunded order shows as refunded in your orders, and its tickets can no longer be used to get in.
When a full refund is complete, you’ll see an update in Velvet, unless you’ve turned off ticket updates.