The event took place, but something was different from what was announced: the line-up changed, the venue or the timetable were different, or the conditions on site didn't match the event page. This article explains what you can do about it.
- If the event is cancelled or postponed, see The event was cancelled or postponed.
- If a refund was already agreed and you're still waiting for it, see I haven’t received my refund.
- If you were refunded but the amount is lower than expected, see My refund is incomplete.
Who decides what happens next
The organizer chooses the line-up, the timetable, the venue and the conditions on site, and communicates about them on the event page and by email. They're also the ones who decide what to offer when an event didn't go as announced: they can decide to grant a refund, offer partial compensation, or refuse.
Shotgun provides the ticketing service for the event. A refund decision belongs to the organizer, not to us.
- Send your request to the organizer directly from your ticket, rather than through social media, so it stays attached to your order: I want to contact the event organizer.
- Be specific: include the date, what was announced, what you found on site, and what you're asking for.
⚠️ Reminder: a change of date, line-up or venue is usually as unexpected for the organizers as it is for you. Don’t panic and give them a little time, they are looking for a solution.