Ticket Purchase

1. Definitions and Interpretation


“Event” means an entertainment event including, without limitation, a concert, exhibition, sports, theatrical and/or music event to be held at a Venue in respect of which We have the right to sell You Tickets.

“Tickets” means tickets or other types of evidence (including electronic tickets) for an event sold by Us to You on behalf of the organisation responsible for the Event for the right to occupy space at or to attend an Event.

“Venue” means any facilities or locations of any nature where the Event is being held.

“We” means The Ticket Factory. “Us” and “Our” shall be read accordingly.

“You” means You or anybody who in Our reasonable opinion is acting with Your authority or permission. “Your” shall be read accordingly.

“Promoter” means the person firm or company staging the Event if different from us and the Venue.

2. Incorporation


These Terms and Conditions incorporate and should be read in accordance with the Venue and/or Promoter terms, conditions and regulations, copies of which are available upon request from the Venue and/or Promoter (as applicable). In the event of any inconsistency between the terms in relation to Venue or Promoter requirements, those of the Promoter shall prevail. If no Promoter, those of the Venue shall prevail.

These Terms and Conditions are an extension of STAR’s Code of practice which is available from STAR (0844 879 4272, www.star.org.uk).

3. Tickets


All Tickets are sold subject to availability and subject to these Terms and Conditions. These Terms and Conditions should be read carefully prior to purchase and any queries relating to them should be raised with Us prior to purchase, as purchase of Tickets constitutes acceptance of these Terms and Conditions a valid Ticket must be produced to get into an event. Removing any part of, altering or defacing the Ticket may invalidate Your Ticket.

It is Your responsibility to check Your Tickets as if You have made a mistake it cannot always be rectified after purchase. Please check Your Tickets on receipt carefully and contact Us immediately if there is a mistake.

We will not be responsible for any Ticket that is lost, stolen or destroyed. It is not always possible to issue duplicate tickets. For example for non-seated Events where there is a possibility of both the original and duplicate Tickets being used, compromising the licensed capacity of the Venue.

Duplicates may therefore be issued at the discretion of the Promoter or the Venue, acting reasonably. If duplicates are being issued, a reasonable administration charge may be levied. We and the Promoter reserve the right to provide alternative seats at an Event to those specified on the Ticket if the staging of the Event reasonably requires, provided they are of no less value to that stated on the Ticket.

Where a concession is claimed, proof of identity and concession entitlement (for example of age or student status) may be required.

Ownership or possession of a Ticket does not confer any rights (by implication or otherwise) on You to use, alter, copy or otherwise deal with any of the symbols, trade marks, logos and/or intellectual property appearing on the Ticket.

4. Price and Payment


The price of the Ticket shall be the price set at the time We accept Your order. We use Our best efforts to ensure that the prices of Tickets are correct at the time when the relevant information was entered onto the system. It is always possible that, despite Our best efforts, some of the Tickets on Our site may be incorrectly priced. If We discover an error in the price of the Tickets You have ordered We will contact You to inform You of this error and We will give You the option of continuing to purchase the Ticket at the correct price or cancelling Your order. We will not process Your order until We have Your instructions. If We are unable to contact You using the contact details You provided during the order process, We will treat the order as cancelled and notify You in writing.

The price of the Ticket is calculated as follows:

The face value: this is the price of Your Ticket as printed on Your Ticket. This price is set by the Promoter before the addition of any per ticket fees, per order fees or any other extra costs. The face value of the Ticket is charged and retained by the Promoter or Venue. 
The service fee: this is the per-ticket fee agreed with the Promoter or Venue.

This fee is charged and retained by Us.

The admin fee: the admin fee is charged per order regardless of the number of Tickets You purchase. This fee is charged by and retained by Us.

No order will be accepted until We have received full payment.

5. Delivery


Tickets will only be delivered to the billing address of the debit/credit card holder unless We specifically offer You the facility for Tickets to be sent to an alternative address.

We aim to dispatch Your Tickets as soon as possible. We are not able to specify the exact date of dispatch. Please allow as much time as possible for Your Tickets to arrive. If Your Tickets are not being held at the Venue box office, and You have not received Your Tickets from Us 72 hours prior to the Event, please contact Us quoting Your reference number, name and postcode.

If Tickets dispatched by royal mail ordinary post, special delivery or registered post are returned to Us as “addressee unknown” We reserve the right to cancel Your booking and make a refund of the Ticket price only.

We reserve the right to make Tickets available for collection at the Venue box office. You will be notified by telephone, email or in writing of the arrangements for collection (using the details provided at the time of ordering) if this becomes necessary. Where there is not enough time to deliver Tickets, You will be told at the point of purchase the arrangements for collection of Your Tickets.

If You are collecting Your Tickets from the Venue box office, You must have Your acknowledgement of order and the credit/debit card used to make the order with You. You will be able to collect Your Tickets up to one (1) hour before to the start of the Event.


6. Changes to Event


The Promoter of the Event and/or the Venue reserves the right to make alterations to the published Event programme where reasonably necessary.

7. Refunds/Exchanges


Tickets cannot be exchanged or refunded after purchase unless the performance is cancelled or rescheduled (subject to below) or where there is a material change to the programme of Event. Where an Event is cancelled or rescheduled (subject to below) by the Venue or Promoter or where there is a material change to the programme of the Event, You will be entitled to claim a refund from the Venue or Promoter (as applicable) in accordance with this clause.

A ‘material’ change is a change which, in the Promoter’s reasonable opinion, makes the Event materially different to the Event that purchasers of the Ticket, taken generally, could reasonably expect. The use of understudies in a theatre performance shall not be a material change.

Where an outdoor Event is cancelled or curtailed because of adverse weather, We shall not be liable to make any refund or pay any compensation beyond the refunds that may be payable under the Venue’s or Promoter’s rules.

Where such a refund is sought You must bring this to Our attention as soon as possible upon becoming aware of such change, cancellation or where the Event has been rescheduled, prior to the rescheduled Event.

The refund for Tickets shall be the face value price paid or, if the face value has been reduced by the Promoter, the discounted face value price paid in accordance with the STAR Code of Practice. In order to claim Your refund, please apply in writing to Your point of purchase, enclosing Your complete unused Tickets, if received, promptly (e.g. within 3 months from the date of the Event). Refunds shall only be made to the person who purchased the Tickets and, when possible, be made using the same method as was used to purchase the Tickets except, at Our discretion, where payment was made by cash.

These Terms and Conditions do not and shall not affect Your statutory rights as a consumer. For further information about Your statutory rights contact Citizens Advice, Consumer Direct (http://www.consumerdirect.gov.uk/) or the department for Business Innovation and Skills.

8. Liability


Personal arrangements including travel, accommodation or hospitality relating to the Event which have been arranged by You are at Your own risk. Liability for the cancellation or rescheduling of an Event, or for material changes to an Event, will be limited to the refund as set forth in Section 7.

Neither We nor the Venue nor the Promoter will be responsible for any loss, theft or damage of Your personal belongings, other than caused as a result of Our negligence.

9. Cancelled/Rescheduled Events


It is Your responsibility to ascertain whether an Event has been cancelled or re-scheduled and the date and time of any re-scheduled Event. Where an Event is cancelled or re-scheduled, We will use Our reasonable endeavours to notify You using the details You provided Us with at the time of ordering. We do not guarantee that You will be informed of such cancellation before the date of the Event.

It is Your responsibility to inform Us of any change to the contact address, telephone number or email address You provide Us with at the time of ordering.

10. Use of Details and Data Protection


For information on how We will use and protect Your personal data please see Our Privacy Policy.

11. Resale/Use of Tickets


Tickets You purchase are for personal use only. 

Unless You have the written permission of the Promoter or Venue, You may not re-sell, transfer or combine (or seek to re-sell, transfer or combine) Tickets for commercial gain or profit. 

A Ticket shall not be used for advertising, promotions, contests or sweepstakes unless You have the written permission of the Promoter.

A breach of this condition will entitle Us to seize or cancel Your Tickets without refund.

12. Void Tickets


Any Ticket obtained in breach of these Terms and Conditions shall be void and all, rights conferred or evidenced by such Ticket shall be void. Any person seeking to use such a void Ticket in order to gain or provide entry to an Event may be considered to be a trespasser and may be liable to be ejected and liable to legal action.

We reserve the right to cancel bookings which We reasonably suspect to have been made fraudulently.

Void Tickets are non-refundable.

13. Restrictions on the Purchase of Tickets


Tickets may be restricted to a maximum number. Any such restriction shall be notified to You at the time You book the Tickets. We reserve the right to cancel Tickets purchased in excess of this number and without Our agreement, without prior notice unless the purchase of an excess was due to Our error.

14. Conditions of Admission


The management of the Venue reserves the right to refuse Ticket holders admission to the Venue in reasonable circumstances including for health and safety, licensing reasons or where a Ticket is void.

The management of the Venue also reserves the right to request that Ticket holders leave the Venue at any point on reasonable grounds and may take any appropriate action to enforce this right. By way of example, the Venue may remove a Ticket holder who:

1) has behaved in the Venue in a manner which, in the reasonable opinion of the Venue has, or is likely to affect the enjoyment of other visitors; or
2) uses threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a manner which may provoke a breach of the peace; or
3) in the reasonable opinion of the Venue is acting under the influence of alcohol or drugs;
or
4) fails, when required, to produce proof of identity or age.

You must comply with instructions and directions given by Venue staff and stewards.

No refunds will be given to Ticket holders who are refused entry or ejected due to their own behaviour as suggested in, but not limited to, the examples above.

15. Restrictions and Prohibitions


The use of equipment for recording or transmitting (by digital or other means) any audio, visual or audio-visual material or any information or data inside any Venue is strictly forbidden. Unauthorised recordings in any form may be confiscated and destroyed. Any recording made of an Event in breach of these conditions shall belong to the Promoter. The Promoter and Venue will not be liable for any loss, theft or damage to confiscated items.

By attending an Event, Ticket holders consent to filming and sound recording of themselves as members of the audience. The Promoter may use such films and recordings (including any copies) without payment.
Ticket holders shall not bring into the Venue or display or distribute (whether for free or not) at the Event any sponsorship, promotional or marketing materials.
Mobile telephones and messaging equipment must be switched off during the Event.

Alcohol may only be consumed in public bars and other authorised areas. Smoking is not permitted unless within a designated smoking area (if any).

The following are not permitted within any Venue:

1) animals (with the exception of guide dogs);
2) laser pens
3) Your own food and drink (unless permitted by the Venue);
4) bottles, cans or glass containers (unless permitted by the Venue);
5) any item which may be interpreted as a potential weapon including sharp or pointed objects (e.g. knives);and
6) illegal substances.

The management of the Venue reserves the right to conduct security searches from time to time and confiscate any item which, in the reasonable opinion of the management of the Venue, may cause danger or disruption to other members of the audience or the Event or is one of the items not permitted in the Venue as listed above.

Every effort shall be made to admit latecomers to events at a suitable break in the Event, which may be the interval, but late admission cannot be guaranteed.

Ticket holders may only leave and re-enter the Venue during an Event at the discretion of the management of the Venue. Otherwise, there will be no re-admission or pass-outs of any kind.

The obstruction of gangways, access-ways, exits, entrances or staircases, congregating in non designated areas or seeking entry to stands or seats for which You do not hold a Ticket is strictly forbidden.

16. Health and Safety


Ticket holders must comply with all relevant statutes, safety announcements and Venue regulations whilst attending the Event.

If Ticket holders have any special requirements or concerns about any special effects which may be featured at the Event, prior notice should be provided when ordering Tickets. Special effects may include, without limitation, sound, audio visual, pyrotechnic effects or lighting effects.

17. Dispute Resolution


If any dispute arises out of these Terms and Conditions, We will attempt to settle it. To this end We shall use Our reasonable endeavours to consult or negotiate in good faith, and attempt to reach a just and equitable settlement satisfactory to both parties.

Although this does not restrict Your rights to pursue court proceedings, if We are unable to settle any dispute by negotiation within 21 days, the parties may attempt to settle it by mediation. To, initiate a mediation a party must give written notice to the other parties to the dispute requesting a mediation. The mediation shall be conducted in accordance with the STAR Code of Practice and dispute resolution procedure current at the date of the referral which sets out, the procedures to be adopted, the process of selection of the mediator and the costs involved, and which terms are deemed incorporated into this agreement.

STAR can be contacted at: PO Box 43 London WC2H 7LD Telephone: 0844 879 4272 email: [email protected] 

18. Waiver


if We delay or fail to enforce any of these Terms and Conditions it shall not mean that We have waived Our right to do so.

19. Assignment


We shall be entitled to assign any of Our rights and obligations under these Terms and Conditions provided that Your rights are not adversely affected.

20. Severability


If it is found by a Court that any of these Terms and Conditions for any reason cannot be enforced, this shall not prevent the other provisions from continuing to apply.

21. Third Parties


Any person, other than the Venue or Promoter, not a party to these Terms and Conditions shall have no rights under the Contracts (rights of Third parties) act 1999 to enforce any term of these Terms and Conditions. The Act can give rights under some contracts to third parties who are not parties to those contracts but in this case only We, the Venue, the Promoter and You (or Your assignees permitted hereby) have rights and obligations under this contract.

22. Force Majeure


For the purposes of these Terms and Conditions, “Force majeure” means any cause beyond Our control including, without limitation, act of god, war, insurrection, riot, civil disturbances, acts of terrorism, fire, explosion, flood, theft of essential equipment, malicious damage, strike, lock out, weather, third party injunction, national defence requirements, acts or regulations of national or local governments. We will not be liable to You for failure to perform any obligation under these Terms and Conditions to the extent that the failure is caused by Force majeure. This Clause does not affect the terms of Clause 7.

23. Amendments and Variations


We intend to rely on the written terms set out here in this document as well as the written terms and conditions of the Venue and the Promoter. You should read the Terms and Conditions carefully before entering into the contract to ensure that they contain everything that You consider has been agreed. If they do not then You should speak to any member of staff. After the contract has been made, these Terms and Conditions cannot be varied or amended in any respect unless both You and We agree in writing).

24. No Partnership or Agency


Nothing in these Terms and Conditions and no action taken by You or Us under these Terms and Conditions shall create, or be deemed to create, a partnership, joint venture or establish a relationship of principal and agent or any other relationship between You and Us beyond the relationship created under these Terms and Conditions.

25. Entire Agreement


These Terms and Conditions, and the terms and conditions of the Venue and the Promoter and any specially agreed terms constitute the entire agreement between the parties in connection to, its subject matter and supersede any previous terms and conditions, agreement or arrangement between the parties.

Each of the parties agrees that it has not entered into these Terms and Conditions in reliance on, and shall have no remedy in respect of, any statement, representation, covenant, warranty, undertaking or indemnity (whether negligently or innocently made) by any person (whether party to these Terms of Conditions or not) other than as expressly set out in these Terms and Conditions.

Nothing in this clause shall operate to limit or exclude any liability for fraud.

26. Governing Law and Jurisdiction


These Terms and Conditions shall be governed by and construed in all respects in accordance with English law and the parties agree to submit to the exclusive jurisdiction of the English courts.

27. Company Information


The Ticket Factory is a ticket agent. As a ticket agent, We sell Tickets to Your on behalf of the Promoter or Venue.
The Ticket Factory is a trading name of The National Exhibition Centre Limited (company registration no 00979395) a private limited company registered in England. Our registered office is located at The National Exhibition Centre, Birmingham, West Midlands, B40 1NT. VAT no 670 3116 63.
 

Gift Vouchers

1. The Ticket Factory gift vouchers are supplied in £ sterling and can be redeemed against goods or services being offered for sale through The Ticket Factory. The Ticket Factory gift vouchers will be valid for a period of two years from the date printed on the voucher.

2. The Ticket Factory vouchers can be redeemed via 0844 338 8000. When redeeming The Ticket Factory gift vouchers change will be given in The Ticket Factory gift vouchers except where the amount due is £1.00 or less. The Ticket Factory gift vouchers cannot currently be redeemed online.

3. The Ticket Factory gift vouchers cannot be redeemed or exchanged for cash. Vouchers which are defaced, altered or cancelled will not be accepted by The Ticket Factory.

4. The Ticket Factory gift vouchers should be treated like cash. They cannot be replaced if lost or stolen.

5. The Ticket Factory gift vouchers will be sent to the delivery address as specified when the order is taken. Deliveries will be made using Royal Mail services.

6. The Ticket Factory gift vouchers will normally be dispatched within five (5) working days. Where possible we will try to meet all delivery requirements but The Ticket Factory shall not be liable for any loss incurred either directly or indirectly by failure to meet the delivery date and time indicated at the time of the order being placed. Loss in this instance includes but is not limited to, compensation for loss of opportunity, loss of profit, damage to goodwill, charges or other expenses.

7. Risk will pass to the customer upon delivery to the specified address and title will pass to the customer upon receipt of payment in full. The Ticket Factory has no liability for lost, stolen or damaged vouchers once responsibility of ownership has passed to the customer at the time of delivery.

8. Voucher quantities shall be checked immediately upon receipt. Any discrepancies must be notified immediately by telephoning 0844 338 8000. The Ticket Factory cannot be held responsible for shortage or loss of vouchers not notified to us within three (3) days of delivery.

9. Cleared payment is required for dispatch of orders. Payment is taken at the time of purchase. We reserve the right to decline any order without providing explanation.

10. The Ticket Factory will process any requests for refund of The Ticket Factory gift vouchers if notified to The Ticket Factory in writing within seven (7) working days of receipt of the vouchers. The Ticket Factory gift vouchers will only be refunded when they have been received by The Ticket Factory in pristine unused condition.  Refunded gift vouchers will be cancelled immediately and will not be accepted by The Ticket Factory. Refunds will be made to the card used at the time of purchase. Any refunds of goods or services purchased through The Ticket Factory will be made in accordance with The Ticket Factory Terms and Conditions of Sale.

11. We reserve the right to change these terms and conditions at any time.

12. The Ticket Factory gift vouchers are issued by The Ticket Factory, a trading name of The National Exhibition Centre Limited (company number 979395) Registered Office: Birmingham B40 1NT UK. 
 

Car Parking at the LG Arena


The following conditions apply when purchasing a car parking ticket:

1. Advance car parking tickets booked through The Ticket Factory can only be purchased with event tickets in one single transaction.
2. The car parking ticket is to be given up on exit from the car park.
3. The car parking ticket is only valid on the date displayed on the car parking ticket.
4. Cars are parked at your own risk and we will not be liable for any loss or damage whatsoever or howsoever caused or sustained to, by or in respect of any cars or their contents.
5. The NEC Group reserves the right to search the interior, exterior or contents of your car in reasonable circumstances e.g. where there may be a security risk.
6. The NEC Group reserves the right to move your car in reasonable circumstances e.g. when causing an obstruction or posing a security or safety risk.
7. Please ensure that your car is locked and valuables are not left inside.
8. If you have any queries, please contact our Customer Services team.
 

Ticket Protection

The Ticket Factory Ticket Reimbursement Program is to provide a refund of the amount paid by the Individual Ticket Buyer(s) or Group(s) for their tickets to an Event should they be unable to attend or arrive late at the Event such that they are unable to utilise the Ticket(s) solely as a direct result of:
1.1 Incapacity of the Individual Person(s) through Accident, Bodily Injury or Sickness first commencing prior to the Event.
1.2 Death of the Individual Person(s) or a member of their Immediate Family within thirty days prior to the date of the Event.
1.3 Travel Delay due to either the mechanical failure of or accidental damage to the transport in which the Individual Person(s) are travelling or due to a cause outside of the control of each of the Individual Person(s) that solely and directly prevents the Individual Person(s) continued transit to the Event.
1.4 Travel Delay as described in 1.3 preventing the Individual Person(s) collecting their tickets from either the venue or a designated collection point.
1.5 Travel Delay as described in 1.3 preventing the Fulfilment Company employed being able to achieve the timely delivery of the Individual Peron(s) tickets due to a cause described in 1.7 1.8 or 1.9 below.
1.6 The unavoidable requirement of the Individual Person (s) to perform Jury Service where the Jury Summons  was first received by  the Individual Person(s) after the date of ticket purchase.
1.7 Strikes, Riots, Civil Commotion, Martial Law.
1.8 Restricted access to the Venue caused by Flood, Fire, Explosion, or through the act of a constituted authority to protect Public Health and Safety.
1.9 Adverse weather, including snow, fog, frost or storm preventing attendance at the Venue.
1.10 The unavoidable requirement for  the Individual Person(s) to remain at  home due to serious damage to the Individual Person(s) home or place of business caused by fire, aircraft, explosion, storm, flood, subsidence, earthquake, falling trees, burst pipes, lightning, malicious persons or theft.
1.11 The Individual Person(s) inability to attend an Event which is  Rescheduled after the date of ticket purchase from the Ticket Factory, due solely to a Prior Engagement of the Individual Person(s) such prior engagement to be existing prior to the date of the first announcement of the Rescheduling.
1.12 Cancellation, Abandonment, Postponement or Relocation of the Event which is the sole and direct result of a cause not otherwise excluded which occurs during the period of the Ticket Factory Ticket Reimbursement program and is beyond the control of the Individual Person(s) and the Participant.

Ticket Reimbursement Program Definitions



2.1 Ticket Price means the ticket price, booking fees and service fees and fulfilment costs as evidenced in the internet booking form or confirmation of ticket purchase excluding any charge applicable under the Ticket Factory Ticket Reimbursement Program.
2.2 Valid ticket means the issued ticket for the booked event, or the Ticket Factory internet booking form, or issued documentation which is for admission to the booked event, which are unused and not cancelled by the Ticket Factory.
2.3 Venue means the place(s) as detailed on the individual ticket purchased where the Event is to be held.
2.4 Accident means a sudden, unexpected and unintended, specific event which occurs at an identifiable time and place.
2.5 Bodily Injury means an identifiable physical injury, including illness resulting from such injury, which is caused by an Accident occurring after the ticket was purchased.
2.6 Sickness means an illness which is sufficiently debilitating to prohibit safe movement of the Individual Person concerned and their inability to travel and which did not exist before the ticket was purchased.
2.7 Event means the particular performance for which the ticket was purchased.
2.8 Cancellation or Cancelled means the inability to proceed with the Event prior to commencement which takes place either on the date specified on the ticket or on the Rescheduled date
2.9 Abandonment or Abandoned means the inability to complete more than 50% of the Event once commenced.
2.10 Postponement or Postponed means the unavoidable rescheduling of the Event to another time.
2.11 Relocation or Relocated means the unavoidable removal of the Event to another location.
2.12 Rescheduled or Rescheduling means the Postponement and / or Relocation of the Event to a date after the original date stated on the ticket(s).
2.13 Participant means any party, including without limitation, any act, artist, celebrity, sports or other person(s) billed to appear or perform at the Event or any provider of technical services, who is contracted to perform a function critical to successful fulfilment of the Event.
2.14 Prior Engagement means a pre existing engagement in respect of which the Individual Person(s) has written proof that such Individual Person(s) has committed to attend prior to the announcement of the date of a Rescheduled Event
2.15 Immediate Family means the mother, father, sister, brother, children, spouse, civil partner or co-habitee (and their children) and civil law partner, grandparent, legal guardians, foster parents provided that such person(s) are subject to Exclusions 4.11 and 4.12 below.
2.16 Individual Person means the invoiced purchaser together with the persons on whose behalf the invoiced purchaser has purchased tickets for the Event from the Ticket Factory.
2.17 Non Appearance means any loss in consequence of the Cancellation or Abandonment of the Event arising directly or indirectly from the death, accident, or illness, or travel delay of the Participant.
2.18 Fulfilment company means a recognised delivery service company contracted by the Ticket Factory to deliver the tickets for an event to their customer.
2.19 Terrorism” means an unlawful act including but not limited to the use of force or violence and / or the threat thereof, by any person(s) acting individually or on behalf of or in connection with any organisation(s) or government(s) committed for political, religious, ideological or similar purposes including the intention to influence any government and / or to put the public or any part thereof in fear.
2.20 National Mourning means Cancellation, Abandonment, Postponement or Relocation of the Event caused by any period of mourning declared by the Government or Monarchy of the country in which the Event is due to take place.
2.21 A Volcanic Ash event is a phenomenon caused by the eruption of a volcano sending an ash cloud into the atmosphere.

Ticket Reimbursement Program Conditions


3.1.1 Any fraud, misstatement or concealment or negligent statement in the information provided in the making of a reimbursement application shall render the application voidable by The Ticket Factory.
3.1.2 The Individual Person(s) shall at all times take all reasonable care and measures to avoid or diminish a loss under this ticket reimbursement program.
3.1.3 If the Loss Payee is other than the Individual Ticket Buyer who purchased the tickets to an Event then any and all refund payments due under the terms and conditions of this ticket reimbursement program shall be made payable to the party(s) as directed by the Individual Ticket Buyer. Payment of such refunds to the Loss Payee(s) shall be a sufficient and complete discharge of all of the obligations to the Individual Ticket Buyer in connection with said reimbursement application(s).
3.2 The Ticket Factory reimbursement program is to be governed by and construed in accordance with the Laws of England whose courts shall have exclusive jurisdiction.

Ticket Reimbursement Program Exclusions


This ticket reimbursement program does not cover any application directly or indirectly arising out of, or contributed to by, or resulting from:

4.1 The Individual Ticket Buyer(s) lack of care, diligence or prudent behaviour.
4.2 The Individual Ticket Buyer(s) failing to observe and comply with the requirements of any law, ordinance, court or regulatory body of whatever jurisdiction.
4.3 Any fraud, misrepresentation or concealment by the Individual Person(s).
4.4 Actual or threatened War, invasion, act of foreign enemies, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection, military or usurped power, confiscation, nationalisation, requisition or destruction of or damage to property by or under order of any government or public or local authority.
4.5 Any financial failure of or financial default by anyone.
4.6 Lack of or inadequate receipts or sales for the Event.
4.7 Variations in the rate of exchange, rate of interest or stability of any currency.
4.8 Loss or damage caused in whole or part by ionising radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel, the radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or nuclear component thereof, nuclear reaction, nuclear radiation or radioactive contamination.
4.9 Seizure or destruction under quarantine or customs regulations, confiscation, nationalisation or requisition or destruction of or damage to property, by or under the order of any government or public or local authority, or the handling of contraband or the engaging in illicit trade or transportation.
4.10 Seepage and/or pollution and/or contamination unless it is discovered after the ticket purchase from the Ticket Factory and is a direct cause of a covered loss.
4.11 Failure of the Individual Person in the event of bodily injury or illness to consult a duly qualified medical practitioner and comply with the medical advice given thus causing a loss in whole or part under this ticket reimbursement program.
4.12 Death, bodily injury or illness of the Individual Person directly or indirectly caused by or resulting from: suicide or intentional self injury or criminal act committed by the Individual Person, or any condition affecting the Individual Person which existed prior to the ticket purchase from the Ticket Factory.
4.13 Non Appearance of any Participant
4.14 Any loss directly or indirectly caused by or arising out of or contributed to by or resulting from, any influenza variant or communicable disease which prior to or simultaneously with the loss arising, is declared an epidemic or pandemic by the World Heath Organisation and/or Severe Acute Respiratory Syndrome (SARS) and/or Atypical Pneumonia and/or Avian Flu and/or any threat or fear of any of the above (whether actual or perceived).
4.15 The actual or threatened malicious use of pathogenic or poisonous biological or chemical materials regardless of any other cause or event contributing, concurrently or in any other sequence, thereto.
4.16 Any loss of or no play caused by any weather condition which reduces or prevents play at any cricket or tennis outdoor sporting event.
4.17 Any Music Concert where the performing area is not fully and prudently covered with a roof and three sides.

Ticket Program Reimbursement Application Procedure



5.1 that the Individual Person(s) notifies the Ticket Factory or their appointed representative as soon as practically possible and in any circumstances within fourteen (14) days of the incident which leads to a claim being made under the Ticket Reimbursement Program and
5.2 that the Individual Person returns the unused ticket(s) or if not issued, the proof of purchase or original receipt to the Ticket Factory or their appointed representative as soon as practically possible and in any circumstances within fourteen (14) days of the date of the incident notification being acknowledged by the Ticket Factory or their appointed representatives.
5.3 The Individual Person shall, as a matter of urgency using the dedicated e mail address (provided by the Ticket Factory), advise the details of the incident, confirm the facts as soon as possible in writing and take all steps to minimise their loss as directed by the Ticket Factory or their appointed representatives and in any event provide all supporting documentation requested by the Ticket Factory or their appointed representatives within 30 days from the date of their application for reimbursement.


The Ticket Factory appointed representatives for their ticket cover reimbursement program are Hyperion Claims Specialists and to make a reimbursement application from the Ticket Factory please use the following e mail address;

[email protected]


The Ticket Factory Ticket Reimbursement Program is underwritten by syndicate underwriters at Lloyd’s of London.