Viagogo is reportedly denying ticket holders refunds for cancelled events, according to UK consumer group Which?.

The secondary ticketing site claims events which are no longer taking place in 2020 but allow ticket-holders to defer their pass until 2021 have actually been postponed rather than cancelled. Viagogo’s terms and conditions offer a refund or a voucher worth 125% for cancelled events, but not if they are postponed.

Festival Republic, the organisers of Wireless, Reading and Leeds festivals, told Which? that it informed the resale platform its events were cancelled and not rescheduled and it has contacted the Competition and Markets Authority (CMA) to let them know the situation.

The festival organiser added: “If someone has purchased a valid ticket from a secondary site, it would be accepted for entry, however as no 2020 or 2021 tickets have been sent out yet then it’s a case of buyer beware with regard to the validity of any tickets being sold on secondary sites. We always ask that people only buy from authorised sites in order to protect themselves.”

A Viagogo spokesperson said: “This is an unprecedented time for the live events industry, and we understand that customers might be left disappointed by the fact that thousands of events globally are being rescheduled or cancelled. Tickets for these particular events carry over and are valid for the event in 2021, so as per our terms and conditions the customer is not entitled to a refund in this situation.

“We contact customers to update them on the status of events but they are always welcome to get in touch if they have further queries. Also, the customer always has the option of listing their tickets on the platform if they can no longer attend the new date.”

Viagogo would take a repeat commission of up to 25 per cent on every new sale if tickets are relisted.