If an event is rescheduled or canceled, you will be contacted by Billetlugen. This will be done either by the email or phone number you provided at the time of purchase. Billetlugen will inform you about how to proceed and what you may need to do. When you are entitled to a refund from the event organizer, you are entitled to a refund of the ticket price itself, but not e.g. order and ticket fees, insurance and any delivery costs.

If the event has been rescheduled, you will be informed about new dates, tickets, refund options and any other relevant information for each event. You can usually use the same ticket on the new date.

You are not entitled to reimbursement for travel, hotel or other costs incurred in connection with an event that has been rescheduled or canceled. We do our best to inform all customers who have purchased a ticket to an event that is rescheduled or canceled. Unfortunately, there may be cases where it is not possible for Billetlugen to reach all customers. We therefore recommend that you always check that there are no changes before you leave for an event.

When Billetlugen assists the event organizer in handling ticket refunds, it is normally done in this way:

The refund will be made through the payment method you used when you purchased the ticket. If it is not possible to make the refund this way, you will be contacted for an alternative payment method, it is not possible to receive a refund in cash.

This means that if you have purchased your ticket with a payment card (either directly or through MobilePay), the refund will be made to this payment card. Please contact Billetlugen customer service if you purchased your ticket with a gift card.

If you purchased your ticket with Klarna, you will receive the refund through them. Billetlugen encourages you to follow Klarnas payment terms, regardless of the pending refund. You can contact Klarna customer service here https://www.klarna.com/dk/kundeservice/

Billetlugen's processing time to handle the refund is approximately 3 weeks from the time Billetlugen have sufficient funds from the event organizer. Once Billetlugen has processed the refund, you will normally receive the amount on your account within 7 days.