Refund policies are determined by Event Organisers on an event-by-event basis and may be subject to their limitations. For more information, see our Purchase Policy.
Based on the circumstances of your event, select one of the options below for further instructions:
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You'll receive an email from Ticketmaster notifying you. Refunds are automatically processed to the original method of payment used at time of purchase. It should appear in your account within 14-21 business days.
If we're unable to refund you to the payment method used for purchase, we may need to refund you through an EFT form. If this is the case, we'll reach out to you with next steps.
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If the Event Organiser postpones or reschedules the event, we’ll inform you of the new status and explain your options. In some instances, the Event Organiser may give you the option to request a refund. If that's the case, we'll notify you. If you're unable to locate an email from us, contact Fan Support.
Ticketmaster must refund payment to the account holder and the payment method used at the time of purchase.
Why can't my refund be paid to my original payment method?
We’ll always attempt to refund you using your payment method used at purchase first. If our attempt to refund you using your payment method used at purchase is unsuccessful we'll notify you.
Based on why your refund was unsuccessfully paid, follow the relevant steps below:
| Your card has a new expiry date. | Please contact Fan Support and provide your new expiry date. |
| The card used to make the purchase has been locked through online banking. | If you're able to, unlock the card and contact Fan Support. |
| The card used to make the purchase has been cancelled or the number has changed. | We'll reach out to you to organise an EFT form to process your refund. |
| You purchased your tickets at a Box Office or Outlet. | We'll reach out to you to organise an EFT form to process your refund. |
EFT Form
What is an EFT form?
An Electronic Funds Transfer (EFT) form is an alternative refund method. This is used when the payment method details have changed since used for purchase.
If we're unable to refund you to the payment method used at purchase, we'll reach out to you to organise an EFT form. Once this has been received, we'll refund payment to the details listed on the form, typically within 14-21 business days. This may vary by event.
Once you've received the EFT form to fill out, enter your information into the form. Please be aware that:
- The BANK boxes should include the first two digits of your New Zealand bank account, which is your Bank Code.
- The BRANCH boxes should include the next four digits of your New Zealand bank account, which is your Branch Code.
- The ACCOUNT NUMBER boxes should include all digits of your main Account Number. This is typically seven digits, occasionally eight depending on your bank.
- The SUFFIX NUMBER boxes should include your Account Suffix which is typically two or three digits.
- All blank areas on the EFT above the Office Use Only section must be filled in. We can’t provide a refund if the details you provide don’t match the information on the order, or are incomplete.
- The name and signature of the payee matches the details of the purchaser in the original Ticketmaster Account.
- If you have an international bank account, check if your bank accepts NZD and add the following into the BSB Number section: SWIFT/BIC (Bank Identifier Code, Branch Number, IBAN, or Routing Number depending on the country of your bank).
Please submit a request to Fan Support with a completed copy of the form. Once received you should receive payment within 14-21 business days. If you haven't received payment within that timeframe, contact Fan Support.