1. Overview
This policy explains how FRONTROW Travel GmbH handles cancellations, refunds and changes for tickets and travel packages purchased on frontrow.example. It forms part of our Terms & Conditions.
2. Live-event tickets
- Because tickets are allocated to a specific dated event, they are generally non-refundable and non-exchangeable once your booking is confirmed.
- You may request changes before confirmation; after confirmation, changes are subject to availability and official-partner rules.
3. Cancelled events
If an event is cancelled and not rescheduled, you are entitled to a refund of the ticket price in line with the organiser's policy. Service fees may be non-refundable where permitted by law. We will contact you with instructions once the organiser confirms the cancellation.
4. Postponed or rescheduled events
If an event is postponed, your tickets normally remain valid for the new date. Where the organiser offers refunds for postponed events, we will pass that option on to you.
5. Travel packages
Travel-package components (hotels, transfers, extras) follow each supplier's own cancellation terms, which are disclosed before you book. Cancellation charges may apply depending on how close to the travel date you cancel.
6. How to request a refund
Email with your booking reference (format FR-XXXXXX) and the reason for your request. We aim to respond within 2 business days. Approved refunds are issued to your original payment method, typically within 5–10 business days of approval.
7. Errors & declined orders
If we cannot fulfil an order (for example an obvious pricing error or lost allocation), we will cancel it and refund you in full.
8. Chargebacks
If you believe a charge is incorrect, please contact us first — most issues are resolved quickly. Filing a chargeback without contacting us may delay resolution.