Your rights when buying tickets to concerts, festivals and other events.
Before you buy
Event tickets can be expensive, and their schedules can change due to weather or illness. When you buy tickets to a show, concert, festival or sporting event, you should take precautions to make sure you’re getting what you want, and you know what happens if changes are necessary. The excitement surrounding some events can also mean you are less aware of scammers.
You can avoid being caught out by taking the steps below.
- Buy from official sellers. Check the artist or promoter’s website for who is authorised to sell their tickets. Don’t buy from any other outlet.
- Don't automatically trust top search results. Some unauthorised sellers can pay for advertising that puts them at the top of search rankings. This may leave you in a position to be scammed or pay more than you should if you’re not paying attention.
- Check out reviews and reputation of the ticket seller. Have they been good operators in the past? How have they managed consumer complaints? Do they operate under the Ticketing Code of Practice, developed by the Entertainment Venues Association of New Zealand (EVANZ) for consumer confidence?
- Read the terms and conditions about what happens and your rights to a refund or compensation for loss if an event change occurs. Consider how that might impact on associated costs such as travel and accommodation.
- Avoid panic buying. Claims there are only “a few tickets left” or “time is running out” may not be true, and these could cause you to take less care when you buy. If the event is popular, more dates may be released.
- Pay by credit card. If something goes wrong, you may be able to get your bank to reverse the payment. This is called a Chargeback.
Chargebacks(external link) — Banking Ombudsman Scheme
Buying from ticket re-sale platforms or private sellers
It is generally legal to resell tickets at a higher price than the original ticket price for most events. However, ticket resale platforms are not authorised sellers for events, and they cannot guarantee the tickets you purchase will give you entry. Buying from resale sites can therefore be risky and more expensive. You may:
- pay much more than the original price
- be refused entry to the event, get bad or wrong seats, or be issued tickets for seats that don’t exist
- pay for tickets that never arrive
- be charged extra hidden fees or in a different currency
- buy tickets you can't use because they are fake, invalid or sold multiple times
- find it difficult to get your money back.
Some promoters do not permit entry or any kind of refund if the tickets were sold by a ‘non-authorised’ ticket seller, so it is best to avoid these. Getting money back from people selling privately can also be difficult.
Ticket resale sites can often look like official ticket sites. They may be the first ticketing site or result that appears when you search for the event you want to attend, so don’t let that fool you. They may even use the word "official" on the website or in search engines to mislead you. Note that claiming to be an official ticket seller when this is not the case is an offence under the Fair Trading Act.
Legal victory over Viagogo an important win for Kiwi consumers(external link) — Commerce Commission
Tickets to some events cannot be resold
Events covered by the Major Events Management Act 2007 cannot have their tickets resold. These include major events declared under this Act, such as the Rugby World Cup and the Lions Tour.
Major Events Management Act 2007(external link) — Legislation New Zealand
Example — Terms and conditions make concert ticket invalid
John pays cash for a ticket for a music concert from Facebook. When he goes to the concert, he is refused entry. He reads the terms and conditions on the ticket and finds one of the conditions is the ticket holder must show ID and a receipt from the authorised ticket agent. John is not able to get in to see the show and has lost his money.
Your Consumer Rights
An event ticket and its terms and conditions form a contract between you and the ticket seller. The terms and conditions of your ticket explain your rights, such as when you can get a refund.
Under the Consumer Guarantees Act, you also have rights to receive a service that is carried out with due care and skill, and is fit for the purpose promoted. Promoters, ticket-sellers and venues must comply with these guarantees, and their terms and conditions may not override these rights. When these guarantees are not met, a refund or replacement should be provided.
Sellers must also comply with the Fair Trading Act which protects consumers in New Zealand from unfair business practices, and prohibits misleading information, unfair practices, and unsafe products.
Note that the seller also has rights under the ticket’s terms and conditions. For example, the seller may not be liable for changes made by the event organiser to the performer lineup. These rights only apply if the seller clearly displays or tells you the terms before you buy the ticket.
Look for a “force majeure” section in the contract. This means that if something major and unexpected happens, like an earthquake or pandemic, the seller might not have to give refunds or other remedies. Some sellers can still choose to offer compensation in these situations.
Your rights when buying from an official seller
If you bought event tickets from an official or authorised seller, your rights under the Consumer Guarantees Act apply. It is often in an official seller’s best interests to provide a safe and secure purchasing experience.
In November 2024, the Entertainment Venues Association of New Zealand (EVANZ) developed a Ticketing Code of Practice to provide assurance to consumers when purchasing tickets for events at EVANZ member venues. New Zealand's four major ticketing companies — Ticketmaster, Ticketek, iTICKET, and Eventfinda — are also EVANZ Members, and have committed to the Ticketing Code of Practice.
The Code of Practice outlines the rights and expectations of ticket buyers, and ensures clarity on ticket terms, refunds, and other purchasing details. These include transparency measures for ticket pricing, clear refund policies, and fair treatment in ticket sales, as well as guidelines on the fair resolution of ticket-related complaints.
Ticketing Code of Practice(external link) — Entertainment Venues Association of New Zealand
Your rights when buying from a ticket reseller
If you bought event tickets from a ticket resale website or trader, you rights under the Consumer Guarantees Act still apply. However, sorting out the problem could be much more difficult if your reseller is not based in New Zealand, or you are buying from someone who isn't in trade.
If you buy from an private individual (like someone on Facebook), the Consumer Guarantees Act does not apply. You’ll need to resolve issues directly with the seller.
Your rights - Event is not as expected or described by the promoter
Any statements about an event by promoters, ticket sellers and event organisers must be true and not misleading. If the promoter, seller, or organiser provides false or misleading information, the Fair Trading Act allows you to obtain compensation for any loss. This may include a full refund if the ticket or event no longer benefits you.
Under the Consumer Guarantees Act promoters, ticket sellers and venues:
- must carry out services with reasonable skill and care, such as using reasonable care, transparency, and skill in managing the booking process or organising the event
- must provide a product/service that is fit for its usual purpose OR a specialised requirement that you have agreed with the ticket reseller (such as a front row seat, or wheelchair-accessible seating).
If these guarantees are not met, you can obtain compensation for any loss. If the problem is substantial or cannot be remedied within a reasonable time, then you can also cancel the ticket and request a refund.
If a private ticket seller misleads you, the Fair Trading Act and Consumer Guarantees Act will not apply. However, if you bought the tickets because of the misrepresentation, you may still have a right to damages under the Contract and Commercial Law Act. This could include a full refund if the ticket doesn’t benefit you.
Note that a remedy is not available under the Consumer Guarantees Act if the breach was due to something outside the control of the promoter and their agents. For example, the ticket seller and event organiser are not liable under the Consumer Guarantees Act if an event is unavoidably delayed from its advertised schedule because of bad weather, or if the supporting act changes at the last minute due to illness.
What to do:
- Check the terms and conditions of the ticket seller or promoter and contact them to discuss a refund or compensation for loss.
- If the ticket seller or promoter do not agree to compensation, or offer something less than you believe is fair, you can make a claim with the Disputes Tribunal.
- If you believe you have been misled, you can also make a report of your concern to the Commerce Commission.
Make a complaint(external link) — Financial Markets Authority
Your rights - Event cancelled or postponed
If an event or show is cancelled, you’re entitled to a full refund plus the booking fee.
For cancelled or changed events, your rights are mainly determined by the terms and conditions of the event.
If a show or event is postponed and the new date doesn't suit you, you may be able to claim a refund. This won't apply if the postponement was allowed for, such as outdoor events held over to an advertised rain day.
You should check the terms and conditions of the event, especially if they vary from the standard terms and conditions a ticketing company may apply. Generally if there are any variations to a standard refund policy, these should be available with their own ‘accept’ tick box.
Delays or cancellations caused by events beyond a promoter’s or ticket seller’s control, such as earthquakes, are also excused from liability under the CGA. These will usually be mentioned under a “force majeure” section in the terms and conditions.
What to do:
- Contact the event organiser to find out if you are entitled to a refund. Don’t forget that organisers will need time to figure out their process and obligations. Some businesses might offer refunds, credit, or free cancellation as a gesture of goodwill.
- It’s good to understand what you’re entitled to receive, but remember to be patient as event organisers adjust to unexpected situations.
Your rights - Wrong seats, refused entry or bad seats
If you have paid for premium seats and they don't match what you think you've bought, complain on the spot — you may be able to get new seats. If the venue doesn't agree, contact the ticket office the next day. If necessary, put your complaint in writing.
Ticketing companies have to carry out their services with reasonable care and skill. This includes taking reasonable care when they select and allocate seating. You should be told at the time of purchase if your seats have a limited view, or if there’s a possibility of poor sound quality from your seats. If not, you can ask for a refund.
What to do when things go wrong
If you are not happy with your event ticket, such as seats that don’t match what you booked, you can:
- Check the terms and conditions of sale on the ticket or ticket seller’s website. What do they say about your right to a refund or replacement?
- Contact the ticket agent or promoter.Before you make contact, read our information on your rights and how to complain. Get in touch with the agent or promoter as soon as you can.
- Ask your bank or credit card company for a chargeback. If you did not receive your ticket, or if you did not get what you bought, you can ask your bank to reverse the payment on your credit or debit card. There are usually time limits on chargebacks.
- Claim on event or travel insurance. If you took out insurance when buying your ticket, you may be able to claim back the price of your ticket if you can no longer attend due to illness, accidents or delays. You should check the terms and conditions of your insurance before buying or putting in your claim.
- Make a claim with the Disputes Tribunal. They may help you reach an agreement with the ticket agent or promoter, or order them to act.
Get help
If you’re finding it difficult to understand your rights or need help to speak with the promoter, ticket seller or event organiser, these organisations can provide personal support:
- The Citizens Advice Bureau (CAB) is a free and independent service, run by volunteers. CAB can advise you on your consumer rights and obligations, in person, by phone, or online.
- The Community Law Centre offers free one-on-one legal advice to people with limited finances. The organisation has 24 community law centres throughout the country. You can find legal information and other resources on its website.
Find a CAB(external link) — Citizens Advice Bureau
Our law centres(external link) — Community Law Centres
Report the seller to the Commerce Commission
If you think the seller has misled or deceived you, we encourage you to file a complaint with the Commerce Commission. This government agency doesn't take on individual cases, but your information will help them assess if the issue is causing wider harm. This may then lead to further investigation or legal action.
Report a concern(external link) — Commerce Commission