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FAQ COVID

I have tried calling and emailing you a few times, but I didn’t get a reply. What should I do?

If you have tried to call or email us and have had no response, we apologise as it is our main goal to ensure every customer query is answered in a timely manner. However, due to the nature of the current situation, we are receiving an unusual high number of enquiries which is significantly impacting our response times. If you still require assistance, please send us your query through this dedicated form. An agent will be in touch soon after your submission has been received.

What are my options if my event has been postponed?

If an event is postponed, it means the event will not take place on its original scheduled date, but on a later date. The new date will be determined in due course by the governing body and the promoter of the race.

As an official reseller, Gootickets is fully dependent on the race promoter´s policy when a postponement takes place. This means we have to wait for the promoters to confirm the terms of the postponement (i.e. the new date of when the event will finally take place) to be able to provide the options available to ticket holders.

The most common option will likely be the transfer of tickets to the new date, and in very specific cases, options might include refunds or account credits. Please note that options will be communicated by email to customers who are impacted as soon as they are known.

If your event has been postponed, we ask for your patience and understanding while new dates are being identified. We will contact you as soon as we have confirmation and further information on the situation.

What are my options if my event has been rescheduled?

If an event is rescheduled, it means the event won´t take place in the originally scheduled date and a new date (later in the season) has been identified.

If your event has been rescheduled, you will receive a notification about the new date for which your tickets are still valid and no further action is required. Should any further options be available, those will be included in the communication sent to all ticket holders by email.

What are my options if my event is set to be held behind closed doors?

When an event is set to be held behind closed doors, it means the event will take place without any spectators.

As an official reseller, Gootickets is fully dependent on the race promoter´s policy when an event is set to be held behind closed doors. This means we have to wait for the promoter to confirm their policy for customers who intended to attend the race. Once this has been communicated by the promoter, we will provide you with the options available which might include refunds, ticket rollovers to next season, or account credit.

If you are eligible for a refund, please note that it will be subject to our Terms & Conditions as stated in clause 9.3.

What are my options if my event has been cancelled?

A cancellation of an event confirms that the event is no longer taking place.

As an official reseller, Gootickets is fully dependent on the policy set by the race promoter once an event is cancelled. Once this is available, we will send you an email informing you of the options available to you. These options might include refunds, ticket rollovers, and account credit.

If you are eligible for a refund, please note that it will be subject to our Terms & Conditions as stated in clause 9.3.

I didn't receive any communication about my event. What should I do? 

All status changes to impacted events are sent via email to the address that was given at the time of booking. There are several reasons as to why you may not have received the email:
- It may have gone to your spam inbox
- Your inbox may be full
- The email was rejected or bounced back

If you do not receive communication from us within 72 hours, please notify us via this dedicated form.

I received a communication regarding the options available for the tickets I have to my event which has been affected. What should I do to communicate my preferred choice?

When options for impacted events are available, we will send them to you by email. This email will include a link to a form which details your options and also the timeline for submission. The form contains elements that are needed to process your request and among those, your order ID will be required. Please ensure that the order ID provided is correct as a mistake in this will lead to your selection not being registered.

Only one submission is needed per order. Please note that if you make a mistake in your selection, no other submissions will be taken into account as only the first one is considered valid. In such cases, please contact us. For multiple orders, you will have to repeat the process in the form. Once the submission is completed, you will receive an auto-reply email. If there is a mistake in the auto-reply email, please contact us via the contact form on the website.

When are 2021 tickets going on sale?

Unlike other years, some promoters are having longer timelines to open sales this year. Due to the uncertainty of global restrictions and capacity constraints, the decision to open sales is largely dependent on governing bodies. As a result, we are unable to provide guidance on when the remaining events will open for sales.

Tickets to each event will be available for sale at different times. We recommend you to sign up for the alert of the event of your choice. This will allow you to receive notifications when tickets go on sale for your selected event.

If my event was cancelled/postponed/rescheduled/held behind closed doors, can I get compensation for my air tickets and accommodation?

This is an uncertain period of time for all, and unfortunately we are unable to provide compensation for your air tickets and accommodation. As per our Terms & Conditions, Gootickets shall in no way be liable for any other expenses or prejudice to the customer relating to any costs relating to travel or accommodation. We do, however, encourage you to check with your travel insurance provider as you might be able to file a claim with them.

What are the Covid 19 safety measures for my event? 

Your safety and wellbeing are our utmost priority and we want to ensure that all our motorsport fans can enjoy the race without a worry. Each race promoter has specific measures against COVID-19 and once these measures are made available, they will be communicated to you. Typical safety measures are likely to include the wearing of masks and maintaining social distance.

Why are prices higher for season 2021? Can I get the same price as my previous ticket in 2020?

Each year, the promoter sets the price for the event they are hosting. In most cases, this means an increase in the prices from one year to the other. GooTickets is a ticket reseller and is bound to follow the prices set by the promoter of the race. Unfortunately, we are unable to grant lower prices than the ones listed on the current ticket shop.

I opted for a ticket rollover or account credit but I changed my mind and want a refund now. What should I do?

Each event has an adequate timeframe for customers to make their choice and once that deadline has passed, we are unable to process changes. This means that it is not possible to change the option that had been submitted

How does the refund process work?

If your event is eligible for a refund, you will receive a communication by email. The terms of the refund will be applied in accordance to our Terms & Conditions Section 9.3. In the email, you will have the choice to request for a refund or an alternative. In some cases, this might be an account credit or a rollover, depending on the race promoter´s policy.

Please note that as a reseller, Gootickets is fully dependent on recovering the funds from the race promoter to initiate the issuing of refunds to customers. As a result, the timeline for refunds to be made effective could vary depending on the promoter of the race. During the process, we will provide information on any developments with regards to timelines and details related to the issuing of refunds.

Will I receive a full refund?

As a reseller, Gootickets depends on the recovery of the funds from the race promoter and therefore, we can only offer a refund as long as the promoter is providing refunds to ticket holders. If the event in question is eligible for a refund, Gootickets will issue refunds in accordance to our Terms & Conditions Section 9.3. This means that the refund will be made on the face value of the ticket and exclude any payable fees.

When will refunds be issued?

As a reseller, Gootickets is dependent on the recovery of funds from the race promoter. There is an average of 60 days for the refund process, however, the timeline for refunds varies from promoter to promoter. This timeline could be shorter/longer depending on the event and individual promoters. Even though this is beyond our control, we do everything we can to issue refunds as soon as possible.

Why does it take so long to receive my refund?

We aim to issue refunds as soon as we possibly can, but there are three main factors that can prolong the duration of the refund process. These three factors are:
1. Policy of the event from the race promoter
2. Waiting for funds from the promoter
3. The volume of orders to process

We will do our best to ensure that despite the potential delays linked to the above, we will process the refunds as soon as possible. Once your refund has been issued, you will receive a notification informing you of the confirmation. Please note that it usually takes a couple of days for the funds to be reflected on the bank statement.

I don’t want to travel anymore, can I get a refund?

We understand the level of uncertainty and difficulty given the fluidity of the global situation. However, we are unable to offer any types of refunds for tickets that had been purchased, as per our Terms & Conditions. Should there be a change in the status of the event which you bought tickets for and a refund is an option, you will be notified via email. Please also be informed that the tickets can be transferred to another person.

I cannot travel due to travel restrictions, can I get a refund?

We understand the level of uncertainty and difficulty given the fluidity of the global situation. However, we are unable to offer any types of refunds for tickets that had been purchased, as per our Terms & Conditions. Should there be a change in the status of the event which you bought tickets for and a refund is an option, you will be notified via email.

We do, however, encourage you to check with your travel insurance provider as you might be able to file a claim with them. Please also be informed that the tickets can be transferred to another person.

I want to buy tickets, but what happens if the event is postponed, cancelled, or held with reduced capacity? Will I receive a refund?

We understand the level of uncertainty given the fluidity of the global situation as this may cause an event to change its status. Should your event be impacted, there will be options made available to you that will allow you to either:
- attend the event on a later date if it´s postponed or
- attend the event in the following season if it's cancelled.

In most cases, race promoters do offer refunds as part of their refund policy and should this be the case, you will be able to obtain a refund.

Can I use my insurance to get a refund?

The insurance purchased has its own set of Terms & Conditions. If your claim falls under the provisions covered by the insurance, you are then eligible to file a claim. Please check the conditions to verify if your case falls under any of the provisions.

Why is the amount refunded lesser than what I paid?

Any potential refund is based on the value of the ticket minus the payable fees as these are costs incurred by GooTickets. The payable fees include service and delivery fee if tickets had already been sent.

Can I be refunded to a different card than the one used to make the booking?

Unfortunately this is not possible because the bank doesn't allow us to issue refunds to a card different than the one used in the original transaction. If you were offered a refund, the refund can only be made to the credit card that was used at the time of purchase.

In special cases such as:
1) Credit card is expired/was stolen
If the new credit card is linked to the same bank account, the refund can still be issued towards the original card and it will arrive to your account.

2) Bank account linked to original credit card is closed
Please contact us to provide your new banking details so as to allow us to issue the refund via bank transfer. The account holder name has to be the same as the name on the booking.

3) Other payments made via IDEAL, giropay, bancontact
Please contact us with your banking details so as to allow us to issue the refund via bank transfer.

Why do I have to pay a service fee if I paid for insurance when I bought the tickets? 

The service fee is retained to cover costs that had been incurred by GooTickets in the sale of any ticket. The insurance you bought is a policy that covers specific conditions if you are unable to attend the event. Please see the Ticket Cancellation Insurance - Article 2 for the applicable conditions.

Who can I contact if I am unhappy with the refund procedure?

You can direct your feedback/comments to [email protected] Our Customer Service agents will escalate the issue to the respective departments.

If my booking for 2021 is affected and I used my account credit to pay for it, will I get my money back?

If your order for 2021 has been impacted, we will credit the amount of the order back to your account. You can use it for an extended period of time for another event in the same currency in the 2021 or 2022 season.

Account credit is not refundable, therefore any order paid using account credit cannot be refunded.

How does the account credit process work?

If there has been a change in the status of your event and the option of account credit is offered to you, you will receive an email with a link to a form which will require you to select the option of account credit.

In such situations, your account will be credited with 100% of the value of your order, except shipping fees if tickets have already been shipped. Once your account credit has been issued, you will receive a notification informing you of the confirmation. You can then visit the website to check and use the account credit.

Please note that this account credit can be used toward any race of your choice that is in the same currency, and this account credit is valid for 12 months from the issue date.

Can I use my credit for another event?

You can use your credit toward any race of your choice that is in the same currency within 12 months from the issue date.

Can I extend the validity period of my credit?

Given the fluidity of the global situation, we will evaluate each request on a case to case basis. Please contact us via this form if you wish to seek an extension on your account credit.

How do I use my credit? 

Once the amount has been credited to your account, you will receive a notification email informing you of the confirmation. You can then use it toward any race in the same currency. Visit the event of your choice in the same currency and select the product you wish to purchase, then select account balance as payment method when checking out. Please note that the account credit is valid for 12 months from the issue date.

Where can I see my account balance?

To view your account balance, simply log into your account by clicking on My Account, go to “My Personal Info”, and then click on “Account Balance”.

I requested to receive account credit. What happens next?

You will receive a notification once the credit amount has been credited to your account. This credit allows you to book tickets for events in the same currency and is valid for 12 months from the date of issue.

Do I have to use all my credit in one purchase? 

No, you don´t. Your credit can be used for separate orders, provided that the event you are purchasing tickets to are of the same currency.

Can I use my credit for an upgrade? 

Yes, your credit can be used for an upgrade, provided that the event you are purchasing tickets to are of the same currency.

I don't have enough credit amount in my account for the 2021 tickets I wish to purchase. What should I do?

When you have selected all the products you wish to purchase, please proceed with the usual checkout procedure. At the payment page, please select the option Account Balance and enter the amount you wish to pay via this method. Once you click apply, you will be able to select the credit card/installment payment method to pay the difference.

If my booking for 2021 is affected and I used my account credit to pay for it, will I get my money back?

If your order for 2021 has been impacted, we will credit the amount of the order back to your account. You can use it for an extended period of time for another event in the same currency in the 2021 or 2022 season.

Account credit is not refundable, therefore any order paid using account credit cannot be refunded.

What are the benefits of rolling over my tickets?

Rolling over your ticket to the next season guarantees you a spot at a popular event. This is extremely beneficial as many of the events are highly sought-after and tickets are sold-out in advance. You can also enjoy tickets at the same price for the next season. This is extremely welcomed as the pricing policy changes every year, and should there be an increase in prices for the next season, you can avoid it as you already have your tickets.

How do I rollover my tickets to the 2021 race?

If there has been a change in the status of your event and the option of ticket rollover is offered to you, you will receive an email with a link to a form which will require you to select the option of ticket rollover.

In such situations, your ticket will be transferred to the next season´s race with the same conditions (e.g. same price). Once your ticket has been fully rolled over, you will receive a notification by email confirming this. Please note that once the ticket rollover process has been completed, you will receive a confirmation email with the delivery details/method.

Can I extend the date of my rolled over tickets? 

Unfortunately rollovers only apply to the following season and therefore cannot be extended.

I want to rollover my tickets to another event in 2021. Is this possible?

Ticket rollover is only valid for tickets of the same event. Please note that the tickets received for the next season will be of the same products as the ones you had purchased.

What should I do if I wish to rollover only some and not all of my tickets to 2021?

All established options provided to you are valid on a per order basis, and not per ticket. Therefore, once you have made your choice, the selection made will be applied to all the tickets in the same order. If you have multiple orders, you may select a different option for each order.