We purchased Rage Against The Machine tickets in Prague for 2020. Me and my husband have both been made unemployed due to pandemic and did not ask for a refund because we understand the music industry is on its knees due to COVID19. We did seek a refund as we are in genuine financial difficulty and are at risk of becoming homeless. I explained my situation, even embarrassingly begged for our money back but Viagogo will not give me a refund. I appreciate their policies for rescheduled concerts and the option of selling our tickets but I think they need to make allowances for our case. 255 euros may not be a lot of money to them but for us it would mean being able to stay in our house a month longer. We have all suffered through this pandemic and I think some empathy towards my situation to wave their policies and give me a refund is the right thing to do. I am making this formal complaint as I am going through the proper channels but I intend on making a complaint to Consumers International as they way I have been treated is nothing short of disgraceful.