These terms and conditions apply to tickets purchased from this site. 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 (www.adviceguide.org.uk).
The Ticket Factory is the operator of this site and offers tickets for sale on this site on behalf of promoters, venues or other persons (“Ticket Suppliers”). Any ticket sold on this site is sold by The Ticket Factory on behalf of the Ticket Supplier.
Purchasing your ticket
The purchase of tickets on this site is subject to availability and subject to acceptance by The Ticket Factory.
We use our best efforts to ensure that the prices of tickets displayed are correct. It is always possible that, despite our best efforts, some tickets on our site may be incorrectly priced. If we discover an error in the price of a ticket you have ordered we will contact you to inform you of this error. You will have the option of continuing with the purchase at the correct price or cancelling your order. If we are unable to contact you using the contact details provided during the order process, we will treat the order as cancelled and notify you of the cancellation.
For certain events, Ticket Suppliers may apply restrictions to tickets. Where a restriction applies to the number of tickets that may be purchased (whether per person, per credit card or per household) and tickets are purchased in excess of this number we may cancel the excess tickets.
Certain events may not be appropriate for children and an age restriction will apply. Please note that where age restrictions apply you will need to bring proof of age - we will refuse entry to anyone who is, or appears to be, under the applicable age.
If we suspect that your ticket has been purchased fraudulently we may cancel your booking.
Ticket fees applicable to your ticket
Fees may be payable for the purchase of the ticket. Details of all fees payable for your tickets will be clearly set out during the purchase process.
Fees may include a fee per ticket and/or a fee per order. For certain venues a renovation levy may also apply.
Receiving your tickets
Your tickets will be posted to the billing address of the debit/credit card holder. For e-tickets, your e-ticket will be sent to the email address registered during the ordering process.
We aim to dispatch your tickets as soon as possible however we are not able to specify the exact date of dispatch. If you have not received your tickets 5 days prior to the event, please contact us with details of your booking.
In certain circumstances it may be necessary to collect your tickets from the venue. If you are collecting your tickets from the venue, please bring your acknowledgement of order and the credit/debit card used to make the order with you.
When you receive your tickets please carefully check them as mistakes cannot always be rectified.
If your tickets are returned to us we may choose to cancel your booking and refund you the ticket price. You will not be refunded the ticket fees.
Reselling your tickets
Tickets are for personal use only. If you are no longer able to attend the event you may re-sell your ticket for the face value of ticket unless it is prohibited by law or the Ticket Supplier. It is your responsibility to check with the Ticket Supplier before offering tickets for resale. Any re-sale of tickets must incorporate these terms and conditions.
Tickets sold or being offered for sale for commercial gain or profit is strictly prohibited and we reserve the right to cancel such tickets without refund and/or refuse entry to the event
Tickets cannot be refund or exchanged after purchase (unless the event has been cancelled, postponed or changed : see below).
If you have purchased additional items with your ticket then you can cancel any of these items and may be entitled to a refund. Please note that the following items are non-refundable: drinks packages; lockers for festivals; charitable donations; camping and campervan passes; goodie bags or show shopping bags. Where you have received the items, please return items in the original condition, unused, in the original packaging, with garment tags and any other security devices still attached to The Ticket Factory, PO Box 3348, Birmingham B40 1NS within 14 days of receipt.
This does not apply to faulty or incorrectly supplied goods or services where your statutory rights are unaffected.
Cancellation, postponement or changes to your event
Occasionally events may be changed, postponed or cancelled. It is your responsibility to check that the event is going ahead as staged.
If, in the reasonable opinion of the Ticket Supplier, material changes have been made to your event, you will be able to obtain a refund of the ticket price including fees. Changes to supporting acts; members of a band; line-up of any multi-performer event or the use of understudies will not be a material change.
If your event is postponed your ticket will be valid for the rescheduled date. If you are unable to attend the rescheduled date you will be able to obtain a refund of the ticket price including fees.
If your event is cancelled, you will be able to obtain a refund of the ticket price including fees.
In order to claim your refund, please apply in writing to The Ticket Factory, PO Box 3348, Birmingham B40 1NS enclosing your unused tickets. Your unused tickets must be received by The Ticket Factory within 14 days of the date of notification of the changes, postponement or cancellation. Refunds will only be processed upon receipt of the original tickets.
At the venue
Please ensure you arrive on time. Whilst every effort will be made to admit latecomers at a suitable break in the event, admission cannot always be guaranteed.
Admission to the venue and the event is subject to the terms, conditions and regulations of the Ticket Supplier and the venue. Amongst other things you will need to comply with health and safety rules and any security requirements.
If you have purchased a ticket using a concession you will need to bring proof of identity and concession entitlement to the venue to gain entry.
Defacing your ticket will invalidate the ticket and you will be refused entry to the venue and event.
In certain circumstances, the venue may provide you with alternative seats. Any alternative seats will be of an equivalent value.
Photography or recording is not permitted. Laser pens, dogs (except guide dogs) and food and drink (not purchased at the venue) may also be prohibited (please check with the venue).
By attending the event, you consent to filming and sound recording of the audience.
You shall not bring into the venue or display or distribute (whether for free or not) at the event any sponsorship, promotional or marketing materials.
You 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.
If you are involved with abusive, threatening, drunken or other anti-social behaviour at the event, or are carrying offensive weapons or illegal or prohibited substances you may be refused admission to or ejected from the venue without compensation or refund.
If things go wrong
If there is a problem with your booking or your tickets please contact Customer Services immediately and in any event before the event.
If you experience problems during the event please bring this to the immediate attention of the nearest steward as every effort will be made to resolve issues.
If you have experienced problems at the venue which are unrelated to your ticket purchase please contact the venue directly.
We endeavour to resolve all complaints in an efficient manner. However if we you are not satisfied with our response, you may contact The Society of Ticket Agents:
PO Box 708
St Leonard's Place
Telephone: 01904 234737 (or +44 1904 234737 if calling from outside the UK)
email: [email protected]
or use their online complaint form
Alternatively if you are not satisfied with our response, you may use the following link to access the European Commission’s online dispute resolution platform:
Our liability to you
Unless set out in these terms and conditions, neither the Ticket Supplier nor The Ticket Factory shall have any further liability beyond the face value of the ticket purchased. Neither the Ticket Supplier nor The Ticket Factory shall be liable for any loss of enjoyment or wasted expenditure. Personal arrangements including travel, subsistence and accommodation relating to the event which have been arranged by you are at your own risk.
Nothing in these terms and conditions seeks to exclude any liability of The Ticket Factory or the Ticket Supplier for death or personal injury caused by its negligence, fraud or other type of liability which cannot by law be excluded or limited.
The Ticket Suppliers may enforce these terms in accordance with the provisions of the Contracts (Rights of Third Parties) Act 1999 (the "Act"). Except as provided above, this agreement does not create any right enforceable by any person who is not a party to it under the Act, but does not affect any right or remedy that a third party has which exists or is available apart from that Act.
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.