Myself, my girlfriend and I were going to have a couples trip away to Hamburg to see Ed Sheeran, so we bought 4 tickets at a total cost of €401.74. It later turned out closer to the time that we were no longer available on those dates so we decided to look to find someone else to take the tickets. The reselling policy for Ed Sheeran ticket is quite strict (which is good for preventing touts, but bad for true fans that can no longer attend!), so I contacted Eventim.de to better understand how we could go about this. In the UK it is easy for fans to resell tickets on ‘Twickets’ but there is no equivalent for Mainland European venues. The process we needed to follow was to ensure the tickets were not sold and delivered for more than 125% of the face value of the tickets, and we had to pay €20 to have the name on the tickets changed. Viagogo completely ignores Ed Sheerans Policy because there are many tickets listed for much more than the maximum allowed and there is no facility to allow for repersonalisation of the tickets, so there are potentially hundreds of fans which will not be allowed into the concert. We followed the policy exactly selling the tickets within the price limit, whilst I cannot see the exact price the buyer paid our proceeds according to Viagogo will be €317 (a loss on the price we paid for the tickets and considerably less than other tickets listed) and I set on contacting the buyer to arrange a name change. Unfortunately the buyer did not respond and so I would try to find another buyer with on Viagogo instead, thinking that I would cancel the sale. I found another buyer and contacted the original buyer to let them know that I was going to cancel their purchass if they did not respond within the 48hours window that I had to confirm the new sale. The original buyer contacted me fairly quickly at this point with the name for the tickets, so I contacted Viagogo to let them know that I had already sold the tickets and did not want to confirm the second sale. Viagogo contacted me to let me know that I was liable for replacement tickets for the new buyer and charged me €260. Considering the sale was for €317, I feel that a €260 charge is completely disproportionate. Clearly Viagogo have just replaced the tickets I was selling fairly and responsibly with much higher priced tickets being sold by scalpers and made me pay the difference. I understand that Viagogo (according to terms and conditions) provide a buyers guarantee and will either (a) refund or (b) find and provide comparably priced tickets, in the event that the seller can no longer provide sold tickets. I do not think that Viagogo has found comparably priced tickets at all so surely should have refunded the buyer. Also given that I didn’t confirm the sale I really don’t believe that I should be legally committed to providing the tickets. The terms and conditions are extremely ambiguous (and contradictory) and at the time of listing the tickets there is no mention that cancelling can result in such large charges or anything about the expected value of the charge. It seems that there is an unlimited liability on the seller which I feel is unfair. I have contacted Viagogo to explain, but I am just getting what seem like automated responses quoting terms and conditions but not really answering my questions. I think Viagogo is possibly the worst company on the entire planet. Buyers and sellers should avoid at all costs!!! ...another ripped off Ed Sheeran fan!