Vivid Seats is closely monitoring the current global – and increasingly local – response arising from the declaration of coronavirus (COVID-19) as a global pandemic. The resulting national directives, and state and local government shutdown orders, and other events outside the control of private parties have obviously made it impossible to hold ticketed live events on scheduled dates. We have been monitoring these unprecedented legal and public health developments, as their consequences cascade through the ticketing and events business, and are adapting to rapidly changing business circumstances on a daily basis. 


Here we provide a current status report for our Vivid Seats customers – and especially those who purchased tickets impacted by the COVID-19 shutdown and related postponements or in some cases, formal cancellations:


Cancellations.

  • When an event cancels, we will always send you a notice via email with the applicable terms and options.  As terms and conditions may vary by state or event or over time, the specific terms and options available to you will be clearly explained in this email notice.  So, first and foremost, please look for (and look to) this email notice. This webpage explains our general policy and approach.
  • If you have purchased tickets to an event that has been canceled by the event organizer, you will receive a Rewards Cash loyalty credit for 110% of the full value of your order total, inclusive of base price, fees, delivery charges, less any sums already refunded.  This Rewards Cash is ready to be used right now through the Vivid Seats app towards purchasing tickets for any live event on Vivid Seats.  
  • In addition, through the “Vivid Seats Gives Back” program, for those who receive Rewards Cash loyalty credits, Vivid Seats will donate an extra 10% beyond your order total to support the MusiCares Foundation, Inc. in its mission to provide a safety net of critical assistance for people within the music industry in times of need. The availability of this program may vary by jurisdiction, so again, please refer to your email.
  • If you wish to pursue a full cash refund, in lieu of the voucher option, you should contact our customer service team within 7 days of your receipt of your cancellation notice, or follow any alternative instructions stated in the cancellation email.  Timing or other aspects may vary by event, over time, or by jurisdiction, so please look to your email for the applicable, and most current, information.

Postponements.

  • For postponed events, you will need to hold onto your tickets for now. If a customer's event has been postponed, the purchase will likely be valid for the new date, though every event may be different. There is no need to take any action, and our customer service team will contact customers directly once we have an update from event organizers. 


Vivid Seats has an outstanding track record of providing excellent customer service, and we are committed to helping our customers during this time.   


As always, we encourage customers to follow our Trust & Safety page for more information on protecting ticket purchases. We are dedicated to making sure every customer is satisfied. 


See: Sales Terms 

 

Buyer FAQs 

I purchased tickets to an event that has been canceled due to the coronavirus. What happens now? 

  • You will receive notice via email if your event has been canceled. 
  • As terms and conditions may vary by state or event or over time, the specific terms and options available to you will be clearly explained in this email notice.  So, first and foremost, please look for (and look to) this email notice. This webpage explains our general policy and approach. 
  • If you have purchased tickets to an event that has been canceled by the event organizer you will automatically receive a Rewards Cash loyalty credit for 110% of the full value of your order total, inclusive of base price, fees, delivery charges, less any sums already refunded. 
  1. This Rewards Cash is ready to be used right now through the Vivid Seats app towards purchasing tickets for any live event on Vivid Seats.  
  2. In addition, through the “Vivid Seats Gives Back” program, for those receiving Rewards Cash loyalty credits, Vivid Seats will donate an extra 10% beyond your order total to support the MusiCares Foundation, Inc. in its mission to provide a safety net of critical assistance for people within the music industry in times of need. This program is not available in some states, so again, please consult your cancellation email.
  3. We fully recognize that fans have varying financial needs and circumstances of their own in these extraordinary times as well. If you wish to pursue a full cash refund, in lieu of the voucher option, unless we provide different timing via email, you should contact our customer service team within 7 days of your receipt of your cancellation notice, or as stated in your cancellation email.
  4. Please note: the large number of events being canceled has massively disrupted every aspect of the event ticketing business; in particular, normal financial arrangements with the box offices, venues, teams, and sellers have been dramatically  altered. Timing of refunds may vary by jurisdiction, by event, over time, and in response to rapidly changing business and legal circumstances.

When will I receive my 110% Rewards Cash loyalty credit?  

  • If your event was canceled, your Rewards Cash is available now and ready to be used through the Vivid Seats app towards purchasing tickets for any live event on Vivid Seats. 

How do I find out whether or not my event is canceled or postponed due to the coronavirus?  

  • Events may be canceled by the team, venue, performer, or promoter. Ticket marketplaces like Vivid Seats do not control these decisions. Therefore, we recommend checking the venue and artist websites, event pages, and social media channels. Vivid Seats will email customers whose events are canceled or postponed. 

If I opt for a refund, when will I receive it? 

  • The coronavirus pandemic and the related shutdown orders have massively disrupted every aspect of the event ticketing business, including refund processing for canceled events.  Normal financial arrangements with the box offices, venues, teams, and sellers have been dramatically altered. Timing of refunds may vary by jurisdiction, by event, over time, and in response to rapidly changing business and legal circumstances. 


Do you still have questions? 

Email our customer service team at support@vividseats.com, and we’ll get back to you!