Legal
Refund Policy
We want you to be clear on what happens to your money if something changes.
Last updated: 02/04/2026
Quick summary
Event cancelled
Full automatic refund. You don't need to do anything.
Event postponed
Your ticket is valid for the new date. If you can't make it, we'll refund you.
Venue or lineup change
No refund unless the event is cancelled.
If the event is cancelled
If an event is permanently cancelled and not rescheduled, you'll receive a full refund of the ticket price and service fees.
- The refund is processed automatically. You don't need to request it.
- You'll receive the money back to your original payment method within 7 to 14 business days.
- We'll notify you by email with full details and the status of your refund.
If the event is postponed or rescheduled
If the organizer changes the event date, your ticket remains valid for the new date automatically.
- If you can't attend the new date, you can request a full refund.
- You have 14 calendar days from when we notify you of the change to request a refund.
- After this period, we won't be able to process the refund except in exceptional circumstances.
- If the event is postponed multiple times, you can request a refund each time a new date is announced.
If the venue or lineup changes
Changes to the venue, artists, or program do not entitle you to a refund, unless they result in the event being cancelled.
- Venue change: your ticket remains valid for the new venue. No refund.
- Artist or lineup change: your ticket remains valid. No refund.
- If the change is so significant that the event is cancelled, the cancellation policy applies (full refund).
- We'll notify you of any relevant changes by email as soon as possible.
Claim deadlines
It's important that you act within the established deadlines.
| Scenario | Deadline | How to claim |
|---|---|---|
| Event cancelled | Automatic — no action needed | Processed automatically |
| Event postponed | 14 days from the change notification | From your account or by email |
| Ticket issue | Up to 48 hours after the event | Contact support |
| Resale ticket | Same deadlines as direct purchase | From your account or by email |
How to request a refund
- 1
Log into your account
Go to "My Tickets" and select the ticket you want a refund for.
- 2
Request the refund
Click "Request Refund" and select the reason.
- 3
Get your money back
The refund is processed to your original payment method within 7-14 business days.
You can also email us at support@futuratickets.com with your order number, event name, and reason.
Exceptions and special cases
- No refunds for change of mind. If you no longer want to attend an event, you can resell your ticket on our secondary market.
- Payment processing fees may be non-refundable in some cases, unless required by law.
- Lost, stolen, or damaged tickets do not entitle you to a refund. Contact support for options.
- In cases of force majeure (natural disasters, government restrictions, health emergencies), we'll follow the organizer's guidelines and applicable legislation.
- For some events, refunds may be handled directly by the organizer according to their own policy. We'll inform you if this applies to your case.
Your rights
This policy does not limit your legal rights as a consumer under Spanish and European law.
For more information about your rights, you can contact the Spanish Consumer Protection Agency or your local consumer authority.
Need help?
If you have questions about a refund or need assistance:
Futura Tickets S.L., Madrid, Spain