15/07/2026
Following media coverage of the cancellation of this summer's HeritageLive Festivals, HeritageLive wishes to clarify the position on ticket refunds.
We are hugely disappointed by the position taken by See Tickets for these events, although we are glad to see that See Tickets customers are starting to be refunded.
As music fans and festival-goers ourselves, we understand exactly how frustrating it is to be left chasing a refund for a show you were looking forward to, and it's disappointing to see customers put in that position whilst other ticket agents have already paid out in full.
We would like to thank Ticketmaster, AXS, Skiddle, Gigantic and Ticketline for acting swiftly to refund customers.
All tickets for HeritageLive events were sold via third-party ticket agents, who act as ‘merchant of record’ for the transaction. These ticket agents hold customers' card details and are contractually responsible for issuing refunds when an event is cancelled; HeritageLive does not hold this data and has no mechanism to refund tickets directly.
It is standard practice across the live events industry for ticket agents to advance a proportion of ticket revenue to promoters ahead of a show to cover artist, supplier and marketing costs. This arrangement between agent and promoter has no bearing on a customer's right to a refund from the agent they purchased through.
All promoters experience the cancellation of shows from time to time, and the long-standing convention has always been that the ticket agent refunds the customer in the first instance and then recovers those costs from the promoter over time.
The responsibility to refund customers sits with the ticket agent, not the promoter and customers should never be left carrying the weight of an inter-company arrangement they were never party to.
This also speaks to a wider issue in the live events industry. As an independent promoter, HeritageLive has little choice but to rely on a small number of major ticket agents to process transactions and safeguard customer funds. When one of those ticket agents is slow to meet its obligations, it's the fans and promoters who are left managing the fallout, despite having no control over how, or when refunds are issued.
We understand from numerous online reports that SEE Tickets have now begun refunding customers. Customers who purchased through See Tickets and have not yet received confirmation are therefore advised to contact them directly, quoting their order number.
Customers who purchased through Ticketmaster, AXS, Gigantic, Skiddle or Ticketline should already have received their refund, or be in the process of receiving one.
Any customer experiencing continued difficulty is advised to contact their card provider, who can process a ‘Section 75 claim’ (credit card) or a ‘Charge Back’ (debit card).
We can only add how terribly sorry we are for all the grief that this has caused and apologise most sincerely for all the trouble people are facing gaining their refunds from SEE Tickets. However, we are glad to see that this is now being resolved.
HeritageLive Festivals
