By Natalia Rueda 
Ticketmaster Mexico’s recent imposition of a no-refund policy for major festivals such as Coca-Cola Flow Fest and Festival Arre 2024 has generated great controversy in the country. The Federal Consumer Protection Agency (Profeco) has taken drastic measures by issuing a strict 48-hour ultimatum to the company. According to Profeco, this policy could violate several articles of the Federal Consumer Protection Law, which has caused considerable resentment among consumers.
Ticketmaster clause
“By continuing with your purchase, we inform you that there may be the possibility of non-attendance of one or some of the participants (artist) of the festival, so in this case there will be no refund of the tickets purchased”.
The no-refund clause has been perceived as an unfair imposition by ticket buyers and many allege that this may be an excuse to announce artists at festivals without being confirmed. However, Profeco maintains that consumers are entitled to a full refund, accompanied by a 20% bonus, if the service does not meet the agreed conditions. In addition, the law establishes that consumers may request such refunds and claims within one year of the purchase of the tickets.
These measures taken by Profeco add to a series of disputes between the ticket distribution giant and the consumer rights watchdog. In a previous case, Ticketmaster Mexico had to refund more than 3 million pesos ($200,000 usd) to customers affected by event cancellations until 2023.