Anyone had Heritage Live tickets cancelled (Sandringham, Englefield & Audley End)? Refund advice as promoter and ticket agent both denying responsibility.

[lechatnoir]

We bought 2 tickets to see Lionel Richie at Sandringham for DH's 50th - purchased via SeeTickets. We've just had notification that the promoter Heritage Live have ceased trading and all concerts are cancelled. Seetickets are saying to get a refund from Heritage Live and they are saying SeeTickets are responsible. It's £300 so not an insignificant amount but each denying responsibility. As far as I'm concerned my contact is with SeeTickets but they state: "The Promoter is your contractual partner in relation to the event and is solely responsible for any decision to cancel it, as well as for any refunds arising from that cancellation."

Any ideas where to go next?

Watching with interest - we have the same problem with Richard Ashcroft tickets. Did you purchase using a credit card?

Yes thankfully as I assume that means there might be some additional protection. Will certainly contact them if my latest email doesn't come to anything. Luckily I'd chosen an Airbnb with free cancellation

Snap! I have just e-mailed See Tickets quoting the paragraph from Heritage Live that says the ticket agents are responsible for the refunds as our contract is with them. Am awaiting a response. Thank God I paid with my credit card.

I’d booked two nights at a lovely hotel in Norfolk which thankfully I could cancel at no cost.

There’s going to be lots of Airbnb’s & hotels with last-minute availability isn’t there - I feel really bad about that. Do update if you get anywhere

Will do. Pain in the bum isn’t it? 😡

I had this e-mail from See Tickets today.

‘We are pleased to confirm that you will receive a face value refund from See Tickets in respect of the cancelled Heritage Live 2026 events.

The decision to cancel the events was taken solely by the event promoter, GCE Live, and our position remains that responsibility for customer refunds rests with them, since they have failed to return the ticket sale proceeds to us to enable this.

However, we do not want our customers being left out of pocket and so we have decided to fund customer refunds ourselves in the first instance.’

Im a bit concerned at the ‘face value’ bit though. The ticket cost £135 but I bought a package which was considerably more than that. If they just refund the actual ticket price I’ll have to make a claim on my credit card.

https://www.edp24.co.uk/news/26278768.refund-confusion-heritagelive-festival-sandringham/

Hi, I just found this in our local paper, the last bit might be useful regarding how to apply via bank for refund. I hope you are successful in getting refund.

Thanks.

I’ve also had an email Seetickets confirming the same, so fingers crossed we all get our money back

How very kind of them to comply with the law and give us our money back!

I’m guessing that we will get back the basic tickets price and not any of the booking fees etc, which is understandable to be honest.

See tickets has responded to my Dh now to say they are processing refunds. Such a shame - we went to Scissor Sisters and the Pet Shop Boys at Sandringham last year and it was brilliant. We had tickets for The Streets at Audley End this year -
gutted! Especially as their other tour dates are pretty much sold out.

I’ve had the e-mail from See Tickets too. They are spinning this as a ‘goodness of their hearts’ kind of move but I suspect that the legal position is that they are liable as legally, ticket buyers contract is with them. If indeed they did hand the ticket money over to Heritage Live they will have to take legal action against HL, but I don’t rate their chances if HL has gone/goes into liquidation. Someone is going to lose out but hopefully not those of us who bought tickets.

My refund is now showing on my bank, so the refunds are happening. Hopefully everyone gets their money soon.