The 100% Buyer Guarantee is our guarantee to Buyers that they will be protected against fraud and their tickets will always arrive on time for the event. We guarantee that every transaction will be completed in a safe and secure environment.
- You will not be charged until the Seller confirms your order.
- Your tickets will arrive in time for the event.
- Your tickets will be authentic and valid for entry.
- You will be refunded if the event is cancelled and not rescheduled.
In the rare case where the tickets of a confirmed order have not been received before the event, Vivid Seats will attempt to locate the tickets and ensure their delivery to the Buyer prior to the event. If the tickets cannot be located, Vivid Seats will attempt to find comparable (seat location and/or price) alternate tickets to fulfill the order or will provide a 100% refund to the Buyer if comparable tickets are not available.
In order to make a claim under the 100% Buyer Guarantee, the Buyer must contact the customer service department within the required time periods, as outlined below. If the Buyer does not follow the appropriate steps, the benefits of this guarantee may not be applicable
If the Tickets are Invalid and not Honored by the Venue:
The Buyer must contact the Vivid Seats customer service team by phone or email within 3 calendar days following the date of the event.
If the Event is Cancelled or Postponed:
If an event is cancelled and not rescheduled Vivid Seats will provide the Buyer with a full refund. If hard copy tickets were issued for the order, the Buyer must ship them back to Vivid Seats within 14 days of the cancelled event prior to receiving a refund.
If an event is rescheduled for a new date, the original tickets will be valid for entry for the rescheduled date.
Abuse of the 100% Buyer Guarantee:
Vivid Seats will investigate all claims and determine resolutions on a case-by-case basis. We reserve the right to limit the dollar amount that may be awarded, and the number of claims filed in a calendar year. Vivid Seats may uspend or permanently cancel the registration of any Buyer who attempts to abuse the 100% Buyer Guarantee and will report any such abuse to the appropriate legal authorities.
Terms and Conditions of the 100% Buyer Guarantee:
The 100% Buyer Guarantee is effective as of, and applies to all orders placed after, May 8, 2019. If Vivid Seats changes this Guarantee, Vivid Seats shall post a revised version of this Guarantee here, which shall automatically replace the terms of this Guarantee. Any purchased tickets shall be subject to the Guarantee in effect at the time the purchase occurred. Your continued use of the Site and the Services following Vivid Seats posting of a revised Guarantee will constitute your acceptance of the revised Guarantee. If you do not agree with the terms of this Guarantee or any revised version of this Guarantee, do not continue to use the Services or this Site.