Buyer Protection

Last updated: 22 April 2026

When you buy a ticket through Sommly, we want you to book with confidence. This page explains the goodwill protection we offer on top of your statutory consumer rights, and how to claim if something goes wrong.

Our promise

If an event you booked through Sommly does not take place, or the organiser becomes uncontactable for longer than 14 days after the scheduled event date, Sommly will refund you the ticket price and booking fee from our platform reserve, even if the organiser is unable to do so themselves.

This covers situations like:

  • An event is cancelled and the organiser disappears without issuing refunds.
  • A listing turns out to be fraudulent and the event never existed.
  • The organiser stops trading after you have bought your ticket.

How to claim

  1. Contact the organiser first. They are the first point of contact for refunds. Their details are on your ticket and in your order confirmation email.
  2. If you do not hear back within 7 days, or the organiser refuses to help, email us at [email protected] with your order reference and a short summary of what happened.
  3. We will investigate and, if Buyer Protection applies, refund you as soon as possible and typically within 10 working days.

What isn't covered

Buyer Protection is a safety net for fraud and non-delivery. It does not cover:

  • Change of mind or being unable to attend.
  • Minor changes to the event (such as date, venue, or line-up changes) where the event still takes place.
  • Disputes over the quality or enjoyment of an event.
  • Events cancelled for circumstances beyond the organiser's control, where the organiser offers an alternative date or credit in line with their own terms.
  • Purchases made outside Sommly, including direct bookings with the organiser or tickets bought through third-party sites.

Your other rights

Buyer Protection is in addition to, not a replacement for, your legal rights as a consumer:

  • Section 75 of the Consumer Credit Act 1974. If you paid by credit card and the total order is between £100 and £30,000, your card issuer may be jointly liable with the organiser. Contact your card provider to make a claim.
  • Chargebacks. You can ask your bank or card issuer to reverse a transaction if goods or services were not delivered.
  • Consumer Rights Act 2015. Your statutory rights against the organiser are unaffected by these terms.

How Buyer Protection is funded

Buyer Protection is funded from the 2.5% booking fee added to every Sommly order. It is run at our discretion as a goodwill policy, but we take every claim seriously and will always try to do right by our customers.

Questions

Email us any time at [email protected]. You can also read our Terms of Service for the full commercial terms.