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Introducing Cool:Off
Skiddle's new flexible ticketing option

We've launched a brand new platform that allows our customers 3 days to get a refund on their purchase should their plans change.

How often have you bought event tickets and almost instantly realised you don't need them? Maybe a kind friend has already bought you a ticket, or worse than that, you can't get the time off work.

How easy has it been to get your money back right there and then? More to the point, how many times have ticket outlets capitalised on your mistakes?

With Cool:Off there's now a more flexible way to buy tickets, where you have the time to make alternative arrangements or simply apply for a refund if your plans change.

Now, you have 3 days from the moment you make your purchase to get that pesky shift covered or return your ticket. It means you can buy your tickets and ensure you don't miss out, giving you enough time to round the troops and properly plan happy in the knowledge there's a safety net covering you if you can't commit.

Cool:Off is a new, industry first as we at Skiddle continue to strive to give a fairer deal to music fans.

We're gradually rolling this out with more events becoming applicable all the time - your email receipt will indicate whether this is available for you. For further info read below



How does the cooling off period work?

If you make a mistake with your booking or simply change your mind within the cooling off period, you can contact Skiddle to obtain a refund.

How long is the cooling off period?

The cooling off period is available for a maximum of 3 days after the time of your purchase. 7 days before the event opens, the cooling off period will not be available.

Does the cooling off period apply to all delivery methods (etickets, posted and RapidScan?)

Yes all tickets can be refunded. If on RapidScan, the barcodes will automatically be voided. We can only refund posted tickets if they have not already been dispatched.

Does it cost anything?

There's no additional cost at all to cancel your tickets within the specified cooling off period

Will I get a refund, including booking fees and postage in the cooling off period?

Yes, you will receive a refund.



How do I contact you to request a refund?

At present you will need to call, email or contact us via live chat.
We will be offering the ability to request a refund of your tickets through your account on at a later date.

Will the cooling off period only apply to certain events / promoters?

The cooling off period only applies to events where the promoter has opted in.

What about deposit / balance tickets?

Deposit/balance tickets can also be cancelled within the 3 days cooling off period. You will only receive the amount back which you have paid towards them.

Can I return part of my order within the cooling off period?

The whole order will need to be refunded within the 3 days


Receiving your refund

How long will I have to wait before I know if my cancellation request has been approved / denied?

Your request will be approved during office hours.

What if I have purchased Refund Protection?

Outside of the cooling off period, the refund protection will cover you depending on your circumstances, please refer to the refund protection T&C's here

How long til I receive my refund?

Once your request is approved the refund is actioned straight away. Most banks will show this on your statement immediately but some may take 3-5 working days.

What classes as 3 days (do weekends and Bank holiday count)?

The time starts as soon as the purchase is made and runs for 3 days or until 7 days before the doors open, whichever is soonest. You will need to contact Skiddle either by phone/email/live chat within the cooling off period for the refund to be valid.



My card details are no longer valid, how do i get a refund?

If you've had your card replaced since being granted a refund then not to worry as your refund will still go back to the linked account as normal.

Do I get notified?

You'll receive an automated email to confirm that the refund has been processed. This will be sent to the email address held on the order at the time.

I've requested to cancel my ticket order during the cancellation period but now I want to keep my ticket, can i withdraw my request?

Once you have requested a refund we're unable to reverse this. However, you can re-purchase the tickets if they're still available. If they have moved to the next release then the escalated price will need to be paid.

Can I apply for a refund outside of the cooling off period?

The cooling off is strictly limited to 3 days so we're unable to extend this under any circumstances. We will check your reasons for needing a refund and whether you have refund protection in place to cover this.

How long will it take for refund requests to be processed?

Customers can request a refund either by phone, email or live chat. Please note that there may be a slight delay as these can only be actioned during office opening hours.

Ticket Cool:Off Features

  • New flexible refunds service if you change your mind

  • 3 days cooling off period available after initial purchase

  • Receive a refund on your order

  • Once your request is approved the refund is actioned straight away