Lilka

Refunds and cancellations

What happens when you cancel, and what happens when an organiser cancels or moves an event.

Last updated 5 October 2026Applies to: ticket buyers and customers booking appointments

On this page
  1. 1Ticket refunds
  2. 2If an event is cancelled
  3. 3If an event is moved or changed
  4. 4How to ask for a refund
  5. 5How long refunds take
  6. 6Appointment cancellations
  7. 7Disputing a payment with your bank
  8. 8Your legal rights
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In short

  • Each event shows its refund policy before you pay.
  • If an event is cancelled, you get the ticket price back automatically.
  • If an event is moved or changes a lot, you can choose to keep your tickets or get a refund.
  • Appointments can be cancelled for free up to 24 hours before.
  • Refunds usually show in your account within 5 to 10 working days of being approved.

1Ticket refunds

Each organiser chooses one of these policies. It is shown on the event page and at checkout.

PolicyWhat it means
Full refundAsk for a refund any time before the event starts.
Up to 7 days beforeAsk for a refund until 7 days before the event starts.
Up to 24 hours beforeAsk for a refund until 24 hours before the event starts.
No refundsNo refunds if you change your mind. You still get your money back if the event is cancelled or changes significantly.

2If an event is cancelled

We refund the full ticket price to the card you paid with, automatically. You don’t need to do anything. We’ll email you to let you know.

3If an event is moved or changed

If the date or venue changes, or the main act no longer appears, we’ll email you. You can keep your tickets for the new arrangements or ask for a refund. Smaller changes, such as a different support act or door time, don’t usually qualify.

4How to ask for a refund

Reply to your ticket email, or email contact@lilka.co.uk with your order reference. Your order reference starts with LK-T and is in your confirmation email.

5How long refunds take

We start the refund within 5 working days of it being approved. Banks usually take another 5 to 10 working days to show it in your account. The money goes back to the card you paid with.

6Appointment cancellations

  • Cancel for free up to 24 hours before your appointment using Manage my booking.
  • Most appointments are paid in person on the day, so there is usually nothing to refund.
  • Some businesses charge for late cancellations or no-shows. If they do, it is shown before you book.

7Disputing a payment with your bank

Please contact us first. We can usually sort things out faster than a bank dispute. If you do raise a dispute (a chargeback), the tickets on that order are cancelled while it is looked into.