Will Cool:Off only apply to certain events / promoters?
Cool:Off only applies to events where the promoter has opted in. This will be identifiable on the event page itself:
How does Cool:Off work?
If you make a mistake with your booking or simply change your mind within the grace period, you can contact Skiddle to obtain a refund.
How long is the Cool:Off period?
The grace period is available for a maximum of 72 hrs after the time of your purchase. 7 days before the event opens, Cool:Off will not be available.
Can I apply for a refund outside of the Cool:Off period?
The grace period is strictly limited to 72 hours so we’re unable to extend this under any circumstances.
We will check your reasons for needing a refund and whether you have refund protection in place to cover this.
You may also be able to return your tickets using our Re:Sell service.
What if I have purchased Refund Protection?
Outside of the grace period, the refund protection will cover you depending on your circumstances, please refer to the refund protection T&C’s here
Can I return part of my order within the Cool:Off period?
The whole order will need to be refunded within the 72 hours
Will I get a full refund, including booking fees, postage & refund protection?
Yes, you will receive a full refund.
Does it cost anything?
There’s no additional cost at all to cancel your tickets within the specified grace period
Does this apply to all delivery methods (etickets, posted and RapidScan?)
Yes all tickets can be refunded. If on RapidScan, the barcodes will automatically be voided. We can only refund posted tickets if they have not already been dispatched.
How do I request a Cool:off refund?
To request a Cool:off refund simply head to skiddle.com/orders and click 'Request Cool:Off refund'
You'll then be asked to specify the reason for your refund request and enter the last 4 digits of your payment card for security.
Once you've confirmed that you'd like to go ahead, a confirmation screen will be displayed and you'll receive an automated email containing details of your refund.
Alternatively, if you have the Skiddle app then head to the 'My tickets' section and under the 'Options' click 'Cool:Off'. Again, for added security, you'll be asked to confirm the last 4 digits of the card used to make the purchase to proceed with the refund. (Please note: if you have paid using Android or Apple pay then you'll need to enter the last 4 digits of the card you have linked to this)
Are deposit/balance/payment plan tickets included?
Yes, deposit/balance/payment plan tickets can also be issued with a Cool:Off refund within the 72hr grace period
How long until I receive my refund?
Once your request is approved the refund is actioned straight away. Most banks will show this on your statement immediately but some may take 3-5 working days.
Do I get notified?
You’ll receive an automated email to confirm that the refund has been processed. This will be sent to the email address held on the order at the time.
I’ve requested to cancel my ticket order during the grace period but now I want to keep my ticket, can I withdraw my request?
Once you have requested a refund we’re unable to reverse this. However, you can re-purchase the tickets if they’re still available. If they have moved to the next release then the escalated price will need to be paid.
My card details are no longer valid, how do I get a refund?
If you've had your card replaced since being granted a refund then not to worry as your refund will still go back to the linked account as normal.