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Frequently asked questions
Cancel Atg: The Right Way to Navigate Your Options
How to cancel ATG tickets and merchandise in new zealand
What ATG is and why you might want to cancel
ATG (commonly shown as ATG Tickets) is a ticketing and live entertainment platform that sells theatre tickets, concert passes, and related merchandise like programmes and parking passes across web and mobile app channels. You may be reading this because you have purchased tickets or add-ons and now need to understand your cancellation options under New Zealand law.
The reality is that tickets and merchandise operate under different cancellation rules at ATG, and knowing the distinction between them can mean the difference between losing your money and securing a refund. Yafee has helped thousands of New Zealand consumers navigate ticketing platforms, so we understand the frustration when cancellation policies lack clarity upfront.
When you might cancel ATG tickets or merchandise
You might want to cancel if your plans change, an event is rescheduled or cancelled entirely, you purchased unwanted merchandise, or you bought optional protections you no longer need. Understanding your rights under New Zealand consumer law and ATG's specific terms is your first step toward an outcome that works for you.
Why cancellation matters at ticketing platforms
Live entertainment purchases carry unique risk. Events move dates, venues change capacity rules, or personal circumstances shift unexpectedly. Yafee recommends acting quickly: your legal window for merchandise cancellations is 14 days from delivery, and your right to challenge unfair ticket terms under consumer law requires documented communication with ATG.
Your consumer rights in new zealand
New Zealand's Consumer Guarantees Act (1993) and Fair Trading Act (1986) protect you when you buy goods and services, including tickets and merchandise through ATG.
What the consumer guarantees act covers
Under the Consumer Guarantees Act, goods-including tickets and merchandise-must be of acceptable quality, fit for purpose, safe, and free from defects. If ATG fails to meet these guarantees or misleads you about cancellation rights, you have grounds to escalate your complaint beyond ATG's internal process.
Tickets sold for cancelled or materially rescheduled events may breach these guarantees if ATG does not offer you a suitable alternative (refund, date change, or comparable event). Merchandise that arrives damaged or does not match its description also falls under this protection.
The 14-day cooling-off right for merchandise
Merchandise purchased via web or app at ATG can be cancelled within 14 days of delivery. This is a standard distance-selling protection in New Zealand. You must return the item as instructed to trigger a refund of the purchase price and standard delivery costs. Keep proof of postage and your return tracking number until the refund appears in your bank account.
The 14-day clock starts from delivery, not from the order date. If you receive merchandise on a Friday, your 14-day window closes 14 calendar days later. Yafee advises you to calculate this date carefully and submit your cancellation request in writing before day 14 expires.
Your legal position on tickets
Tickets are treated differently. Under the Consumer Guarantees Act, you have a right to expect that a ticket delivers the service advertised (entry to the event on the stated date and time). If an event is cancelled or postponed without notice, or if ATG cancels your order without cause, you can demand a refund. However, if you simply change your mind about attending, ATG's refund policy (not consumer law) applies. Yafee recommends checking ATG's published terms before purchase to understand whether refunds are available for voluntary cancellations.
When to escalate to the commerce commission
If ATG refuses to honour your consumer guarantee rights or ignores your cancellation request after reasonable follow-up (typically 10-15 business days), you can lodge a complaint with the Commerce Commission (comcom.govt.nz). Document all your communications with ATG, including dates, names of support staff, and responses. The Commerce Commission has authority to investigate unfair trading practices and can require refunds or compensation.
Keep screenshots or saved emails of every interaction. They become critical evidence if you escalate formally. Yafee recommends sending your cancellation request to ATG by email so you have a timestamped record.
Cancellation methods for tickets versus merchandise
ATG handles tickets and merchandise under completely different rules, so your cancellation path depends on what you actually purchased.
Cancelling merchandise (programmes, parking, add-ons)
Merchandise like programmes, parking passes, and other upsells can be cancelled within 14 days of delivery if purchased via ATG's web or app. This is your strongest cancellation right at ATG because distance-selling law backs it.
- Log into your ATG account using your email and password.
- If you do not remember your password, select "Forgot Password" and follow the reset link sent to your email.
- Navigate to your order history or "My Orders" section.
- This is usually found in your account menu or dashboard.
- Find the merchandise order you wish to cancel and note the order number and purchase date.
- Check the delivery date on the order confirmation email-your 14-day window runs from this date.
- Select the merchandise item and choose "Return" or "Cancel" (wording varies by platform update).
- ATG will present return instructions and a prepaid shipping label, or a returns address.
- Pack the merchandise securely in its original packaging if possible, and include a returns slip with your order number.
- Use the prepaid label or post to the address ATG provides.
- Keep your proof of postage and tracking number.
- Confirm the return via your ATG account or by emailing ATG's support team with your tracking details.
- Ask for written confirmation that your return has been received and processed.
- Allow 7-14 working days for the refund to appear in your bank account after ATG receives and inspects the item.
- If the refund does not appear within 21 days, contact your bank and escalate to ATG support with your proof of return.
Cancelling tickets
Ticket cancellation depends on ATG's published refund policy and the event status. You do not have an automatic 14-day right for tickets purchased online because they are considered a service, not goods.
- Check ATG's refund policy for the specific event you purchased.
- Log into your account, find your booking, and look for "Refund Policy" or "Terms".
- Note the refund deadline (often 48 hours to 30 days before the event, depending on the event type).
- Verify the event status: has it been cancelled, postponed, or rescheduled?
- If cancelled or moved to a date you cannot attend, ATG must offer a refund or exchange under consumer law.
- If the event is still on, your right to cancel depends on ATG's published terms.
- If you are eligible for a refund, log into your account and select "Request Refund" or "Cancel Booking".
- Complete any refund form ATG requests, noting your reason (event cancelled, rescheduled, etc.).
- Submit the request before any refund deadline stated in the policy.
- If no self-service option exists, contact ATG support directly by email or phone.
- Quote your booking reference, event name, event date, and the reason for your cancellation.
- Request a refund to your original payment method.
- Allow 5-10 working days for the refund to process after ATG approves it.
- Your bank may take a further 1-3 working days to credit your account.
- If the refund does not appear within 15 working days, escalate to ATG support with proof of your cancellation request.
ATG refund timelines and what to expect
Refunds from ATG vary depending on whether you cancelled merchandise or tickets and whether the event or item is still available.
| Cancellation type | Refund eligibility | Refund timeline |
|---|---|---|
| Merchandise (within 14 days) | Full refund of item + standard delivery | 7-14 working days after ATG receives your return |
| Merchandise (after 14 days) | No refund under distance-selling law; depends on product defect or Consumer Guarantees Act claim | Variable; escalate to Commerce Commission if disputed |
| Ticket (event cancelled by ATG) | Full refund guaranteed under Consumer Guarantees Act | 5-10 working days after you request |
| Ticket (event rescheduled, you cannot attend) | Full refund or exchange to another event | 5-10 working days after you request |
| Ticket (you change your mind, within refund policy window) | Refund only if ATG's policy allows; varies by event | 5-10 working days if approved |
| Ticket (you change your mind, after refund policy window) | No refund; may resell or transfer via ATG if platform allows | Not applicable |
What happens after you cancel
Cancellation does not end immediately: you must track your refund and be prepared to escalate if ATG delays or refuses.
Monitoring your refund status
After you submit a cancellation request, log into your ATG account regularly and check the order status. ATG should display a "Refund Pending" or "Cancelled" status. If the status does not change within 5 working days, send a follow-up email to ATG support quoting your booking or order reference.
Check your bank statement 10-15 working days after ATG approves your refund. If the money has not arrived, contact your bank to confirm they have not held the payment. Yafee recommends you ask your bank for a transaction reference, then forward this to ATG support as proof the refund has not been received.
If ATG refuses to refund you
If ATG declines your refund request or ignores you after two emails (sent 5 days apart), you have the right to escalate. Send a formal letter to ATG's registered office address (detailed below), citing the relevant Consumer Guarantees Act section and requesting a refund within 14 days. Keep a copy of this letter.
If ATG does not respond within 14 days, lodge a complaint with the Commerce Commission via comcom.govt.nz. Include copies of your booking confirmation, cancellation request, ATG's response (or lack thereof), and your formal letter. The Commission will investigate and can compel ATG to refund you or pay compensation if an unfair trading practice is found.
Reselling or transferring tickets
If you cannot get a refund for a ticket and the event is still on, check whether ATG allows you to transfer or resell the ticket via their platform. Some events permit name changes or digital ticket transfers. This is not a refund, but it reduces your loss. Yafee advises you to review ATG's ticket transfer terms before the event date.
Common mistakes to avoid when cancelling
Cancellation disputes are stressful, but you can sidestep most by acting strategically. Here are the pitfalls to watch for.
Missing the 14-day merchandise window
The 14-day cooling-off period for merchandise is strict. It runs from delivery, not purchase. If you receive merchandise on day one and wait until day 20 to cancel, you have lost your right under distance-selling law. Calendar your delivery date and set a reminder for day 10 to ensure you submit your cancellation by day 14.
Not keeping proof of communication
Phone calls to ATG support leave no trail. Always request cancellations by email and ask for a confirmation email in return. If ATG's website does not provide an email address, use your account dashboard to send a message (most platforms log this automatically). This written record is essential if you need to escalate to the Commerce Commission.
Ignoring ATG's refund policy for tickets
Many ticket refunds depend on event type and ATG's published policy, not consumer law. Before you purchase, download or screenshot the refund policy. If you cancel after the refund window, ATG may refuse you based on their stated terms. Yafee reminds you that consumer law overrides unfair refund policies, but you must document this distinction in your complaint.
Sending merchandise without tracking
If you return merchandise via post and do not use a tracked service, you have no proof you sent it. ATG will not process a refund if they claim they never received the item. Always use a tracked courier (NZ Post tracked, Fastway, DHL, etc.) and keep the receipt and tracking number until the refund appears in your account.
Paying return postage yourself
Under New Zealand distance-selling law, ATG must provide a prepaid return label or cover the cost of return postage for merchandise you cancel within 14 days. If ATG charges you to return the item or does not provide a label, this is likely unfair. Refuse to pay and escalate the issue to the Commerce Commission.
Pricing and cancellation costs breakdown
Understanding what you will lose in a cancellation helps you decide whether to proceed.
| Cost type | Merchandise cancellation | Ticket cancellation |
|---|---|---|
| Original item price | Fully refunded (within 14 days) | Varies by policy and event status |
| Standard delivery | Fully refunded (within 14 days) | Not applicable |
| Express or courier delivery | Refunded at standard rate; you may lose premium shipping cost | Not applicable |
| Return postage | Covered by ATG (within 14 days) | Not applicable |
| Booking or processing fee | Refunded with item price | Usually not refunded if you cancel; refunded only if event cancelled by ATG |
| Optional protection or insurance | Refunded only if cancellation reason is covered; check policy | Refunded only if event cancelled by ATG or if protection terms are breached |
How to contact ATG for cancellation
You must communicate with ATG before escalating to the Commerce Commission, and Yafee strongly recommends you do this in writing.
Step 1: try self-service cancellation first
Log into your ATG account and look for "My Orders," "My Bookings," or "Returns." For merchandise within 14 days, you should see a "Return" or "Cancel" button. Use this whenever possible because it creates a timestamp and ATG automatically processes your request.
Step 2: contact ATG support by email
If self-service is not available or you have already tried it, send a formal email to ATG support. Yafee recommends including the following information:
- Your full name and email address registered with ATG.
- Your booking or order reference number.
- The event name, date, and venue (for tickets) or merchandise description and order date (for merchandise).
- The reason for your cancellation (event cancelled, item defective, within 14 days, etc.).
- The date you purchased or received the item.
- A clear statement: "I request a full refund to my original payment method within 10 working days."
- Your phone number for follow-up.
Send this email to ATG's support address (usually [email protected] or similar; check their website). Request a reply within 3 working days confirming receipt and your refund timeline.
Step 3: escalate if ATG does not respond
If ATG does not reply within 5 working days or refuses your valid cancellation request, send a formal letter to ATG's registered office address (see below). In this letter, cite the Consumer Guarantees Act (1993) or Fair Trading Act (1986) as the basis for your refund claim. Give ATG 14 days to refund you or respond in writing. Keep a copy of this letter and proof of postage.
Step 4: lodge a complaint with the commerce commission
If ATG does not refund you within 14 days of your formal letter, lodge a complaint at comcom.govt.nz. The Commerce Commission will investigate whether ATG has breached consumer law and can order ATG to refund you and pay compensation. This process is free and does not require a lawyer.
Key documents and checklist for cancellation
Before you submit a cancellation, gather these items. Yafee recommends you keep a folder (digital or physical) with all of these until your refund is confirmed in your bank account.
- Original order or booking confirmation email from ATG.
- Screenshot of the product description, price, and delivery/event details at the time of purchase.
- Proof of delivery (from your email or parcel tracking) if merchandise.
- Your cancellation request email or screen capture from ATG's account system.
- ATG's refund policy for the specific event or merchandise (screenshot or PDF).
- Any correspondence between you and ATG about the cancellation.
- Proof of postage and return tracking number (for merchandise returns).
- Your formal letter to ATG's registered office (copy and proof of postage).
- Bank statement showing the original transaction date.
- Bank statement showing (or not showing) the refund date.
Common myths and FAQs about ATG cancellations
Several misconceptions circulate about ticketing platform cancellations. Here is what you actually need to know.
Myth: you always have 14 days to cancel tickets
False. The 14-day cooling-off period applies only to merchandise purchased at a distance (online or app). Tickets are services, not goods, and have no automatic 14-day right. Your cancellation right for tickets depends on ATG's published policy and whether the event has been cancelled or rescheduled.
Myth: ATG can refuse a refund for any reason
False. Under the Consumer Guarantees Act, if an event is cancelled or materially rescheduled, ATG must offer a refund or equivalent alternative. If ATG misleads you about a cancellation policy (e.g., claiming refunds are never available when they are required by law), you can challenge this with the Commerce Commission.
Myth: once you pay, the money is gone
False. You have legal rights to refunds under New Zealand law if the conditions above are met. Yafee has helped thousands of consumers recover funds from ticketing platforms by asserting these rights clearly and persistently.
Contact details and registered office for ATG
For formal communications regarding cancellations, use the following address. This is the registered office of ATG Technology Group Limited in New Zealand, as listed by the Companies Office.
ATG Technology Group Limited
Registered Office: [To be confirmed with current Companies Office records]
NZ Companies Office registration: [Company number]
We recommend you verify the current registered office address on the Companies House website (companies.govt.nz) before sending any formal letter, as offices may change. When you send a cancellation letter, use registered mail or a tracked courier so you have proof of delivery.
Final thoughts: take action now
Cancelling tickets or merchandise at ATG is straightforward if you act within legal timeframes and document everything in writing. Your rights under the Consumer Guarantees Act and Fair Trading Act are strong, especially for merchandise within 14 days and for events that have been cancelled or materially rescheduled. Do not assume ATG will refuse you: most cancellation requests are approved when submitted correctly.
Yafee has helped thousands of New Zealand consumers cancel subscriptions, memberships, and purchases by following these exact steps. Start with self-service cancellation in your ATG account, follow up by email if needed, and escalate to the Commerce Commission only if ATG ignores you after reasonable effort. Keep all communications, meet all deadlines, and cite consumer law in your formal requests. Your refund is within reach.