TICKET ARENA – CUSTOMER PURCHASE POLICY (“TERMS”)
Please read these Terms carefully in accordance with:
(c) Acceptable Use Policy; and
(d) any terms and conditions of the Promoter, copies of which are available from the Promoter upon request,
before you create your account and submit your order to us. Please note that before creating an account, you will be asked to agree to these Terms. If you refuse to accept these Terms, you will not be able to create an account or submit an order to us. These Terms will remain in full force and effect while you use our services, have an account with us, or order tickets, vouchers and merchandise (i.e. the “Products”), which we supply to you, as an authorised agent, in the name and on behalf of the organiser, promoter, venue, artist, performer, or other party promoting, organising and/or holding event at the venue (i.e. the “Promoter”).
We may amend these Terms from time to time at our sole discretion. Every time you order Products using our website or app, the Terms in force at the time of your order will supersede our previous Terms and apply to your order
These Terms are governed by English law and you can bring legal proceedings in respect of the Products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the Products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the Products in either the Northern Irish or the English courts.
1. INFORMATION ABOUT US AND HOW TO CONTACT US
Who we are. We are Ticket Arena Limited a company registered in England and Wales. This website is powered by Event Genius, a subsidiary of Ticket Arena. Our company registration number is 06609043 and our registered office is at 31-32 Park Row, Leeds LS1 5JD. Our registered VAT number is GB233 8886 73. We promote and sell tickets, vouchers and merchandise as an authorised agent in the name and on behalf of the Promoter.
How to contact us. You can contact us by telephoning our customer service team at 0113 350 4114 or by writing to us at <firstname.lastname@example.org> or Ticket Arena Limited, 31-32 Park Row, Leeds LS1 5JD. Depending on the nature of your query, we may need to liaise with the Promoter on your behalf in order to resolve the issue. Please note that because we only act as an authorised agent, we have no control over how complaints are dealt with or resolved by the Promoter directly. As an agent, our responsibility only extends to forwarding any complaints you have on to the Promoter and liaising with them on your behalf where necessary, but we have no further liability to you. On occasion, some complaints can take up to 28 days to resolve, but be assured our intention will be to resolve the matter as quickly as possible.
Alternative dispute resolution. If you are not happy with how we have handled any complaint you may want to contact the alternative dispute resolution provider we use.
We are a member of The Society of Ticket Agents and Retailers (“STAR”). You can submit a complaint via their website, by email, by post at PO Box 708 St Leonard's Place York YO1 0GT, or by telephone at 01904 234737 (or +44 1904 234737 if calling from abroad). STAR will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings. In addition, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform.
How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided at the point of purchase. "Writing" includes emails.
Our acceptance of your order will take place when we issue you a booking confirmation, either via email or via the app, at which point a contract will come into existence between us. The contract will end immediately after completion of the event, delivery of the merchandise and/or use of the voucher, whichever is the later.
If we are unable to accept your order, we will inform you of this in writing and a full refund will be issued. This might be because the Products are out of stock, or because you have ordered more than the stated maximum number of tickets available or because your payment has not been authorised or payment for the Products has not been received in full, or because we have identified an error in the price or description of the Product, or because the Promoter cannot deliver.
We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
Age Restrictions. Where applicable these will be clearly displayed on the event booking page prior to purchase. By continuing with the purchase, you adhere to these restrictions.
Tickets may be restricted to a maximum number per person, per account, per payment account, per household. Any such restriction will be notified to you at the time you order the tickets. We reserve the right to reject any order of tickets or to cancel any number of tickets ordered in excess of this number without further notice.
We try to accurately display the information about the ticket locations on our website, app and order pages. This is information provided to us by the Promoter or venue, including (a) the information necessary to enable you to identify the seat or standing location you have selected; (b) information about any restriction which limits the use of the ticket (e.g. restricted view, obstructed or side view, or age requirements; and the face value of the ticket. However, the Promoter is responsible for providing such information and for ensuring that it is accurately displayed on our website, app and ultimately on the order pages.
Seating charts displayed on our site reflect the general layout of the venue at this present time. On occasion, the layout and specific seat location may vary without notice. We are not liable to refund any tickets if the chart displayed is not a true reflection when attending the event.
If you wish to make a change to your order please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the Product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. If you have bought other goods than tickets and vouchers, you have 14 days after the day (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.
You do not have a right to change your mind in respect of (a) tickets and vouchers (Consumer Contracts Regulations 2013, clause 28(1)(h)), (b) digital content after you have started to download or stream it, (c) sealed audio or sealed video recordings once these Products are unsealed after you receive them.
Licensed right. Each ticket provides you with a licence to occupy a seat or to stand in an area (as applicable) of a value corresponding to that value stated on your ticket. We reserve the right to provide alternative seats to those specified on the ticket where it is not possible to allow you to occupy the specific seat you purchased. In these circumstances, we will use reasonable endeavours to provide you with a seat of equal value to that which you purchased and where we are unable to do so we will reimburse to you the difference in value. We shall have no further liability to you as a result of the change in seats.
You may not resell or transfer a ticket if prohibited by law. If any resale (or attempted resale) of tickets is made in contravention of any law or the specific terms and conditions of the Promoter we may cancel such tickets. You are not permitted to combine a ticket with any hospitality, travel or accommodation service, merchandise and/or any other such package. You may not use tickets for advertising or promotional purposes or as competition prizes.
You become responsible for the goods from the time we deliver the Product to the address you gave us. We will not be responsible for any goods that are lost, stolen or destroyed. ‘Goods’ includes tickets, vouchers and merchandise. You own goods once we have received payment in full. Ownership or possession of a ticket or voucher does not confer any rights (by implication or otherwise) on you to use, alter, copy or otherwise deal with any of the symbols, trademarks, logos and/or intellectual property appearing on the ticket or voucher.
We may end the contract for a Product at any time by writing to you if:
We will only give your personal information to other third parties where the law either requires or allows us to do so.
Please check your tickets carefully on receipt and contact us immediately if there is a mistake.
We may need certain information from you so that we can supply the Products to you (e.g. your email and postal address). If you give us incomplete or incorrect information, we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the Products late or not supplying any part of them if this is caused by you not giving us the information required. It is your responsibility to inform us of any change to the contact address, telephone number or email address you provided us when you placed your order.
We aim to dispatch all tickets within 48 hours of receiving the physical stock to our offices. Please note that for most events, we only receive the ticket stock from the Promoter shortly before the event date. If you have selected physical tickets that are not being held at the venue box office, and you have not received them from us five (5) working days prior to the event, please contact us immediately and have to hand your order number, name and delivery address. We accept no liability for customers who do not attend an event due to failure of delivery if no contact has been made to our customer support team.
If the Product is a one-off purchase of digital content, we will inform you of how you will receive your download as soon as reasonably practicable.
The Products will be automatically delivered to your billing address provided at the time of registering your account and/or ordering the Products unless you have chosen to send the Products to an alternative address by updating your account. When Products are posted, we will notify you by email, using the email address registered in your account.
If tickets and vouchers dispatched by Royal Mail standard post, special delivery or registered post are returned to us, we will notify you (using the details provided at the time of registering your account and/or ordering the tickets) and if requested by you re-send them. We may charge you for additional delivery costs, and reserve the right to cancel your order and make a refund of the Product price only.
If you are not at home when the merchandise is delivered and the merchandise cannot be posted through your letterbox, Royal Mail will leave you a note informing you of how to rearrange delivery. If, after a failed delivery to you, you do not rearrange delivery we will contact you (using the details provided at the time of registering your Account and/or ordering the tickets) for further instructions. We may charge you for storage costs and any further delivery costs, and reserve the right the right to cancel your order and make a refund of the Product price less any storage costs (if any) only.
If you have asked to collect your tickets from the venue box office, you can collect them on the night of the event unless otherwise notified . If you are collecting your tickets from the venue box office, you must present your photographic ID (a valid passport or driver’s license), booking confirmation and order number otherwise you will not be entitled to collect your tickets.
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 registering your Account and/or ordering the tickets) if this becomes necessary. This may become necessary if there is a delay with the delivery to our offices from a third-party supplier. Suitable arrangements will be made and you will be notified by phone or email.
Duplicate tickets. Please be aware that it is not always possible to issue duplicate tickets and vouchers (e.g. where there is a possibility of both the original and duplicate tickets being used and/or the risk of the licensed capacity of the venue being compromised). We will be notified in advance by the Promoter and if duplicates are not permitted, all tickets will be sent via secure post to ensure their arrival. If duplicates are authorised and subsequently requested by you, a reasonable administration charge may be levied.
The price of the Product (which includes VAT) booking fee and delivery charge (which are added to the total amount due) will be indicated on our website, app and ultimately on the order pages when you placed your order.
It is always possible that, despite our best efforts, some of the Products we sell may be incorrectly priced. If there is an error in the price of tickets you have ordered, we will give you the option of reconfirming your order at the correct price, or cancelling your tickets and refunding the order in full.
No package. We may offer you to purchase vouchers for services in relation to the event when you purchase your tickets. However, the total price payable for the tickets and the vouchers, will always equal the sum of the individual prices if the tickets and the vouchers are sold separately. No inclusive price is given but a multiple purchase that does not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992.
Payment for the Products will be made through our website or app by using Datacash, Chargebee or a similar billing system. If your payment is not authorised, your order will not be processed. The Products must be paid before we dispatch them and/or before you can download them.
Deposit Facility. Where you use our deposit facility you must pay the balance of the price of your tickets by the prescribed date or your deposit will be forfeit and you will not receive tickets or a refund. All monies you pay to us for tickets or other services will be held by us on trust for the Promoter at all times.
Please note that all payments required under your contract with the Promoter must be made by you in full and by the due date specified on your confirmation invoice. Failure to do so may result in your booking being cancelled and all payments made by you up until that date being retained by the Promoter.
You must present a valid ticket to access the event. Removing any part of, altering or defacing the ticket may invalidate your ticket.
If you claim a concession, you must be able to present your photographic ID (a valid passport or driver’s license) and prove your concession entitlement (for example of age or student status) at any time.
Promoter terms and conditions. A ticket only guarantees entry if you comply with the Promoter terms and conditions, copies of which are available from the Promoter upon request, such as, but not limited to, standards of behaviour and health and safety. You may be refused admission should you breach any of the Promoter terms and conditions. No refund will be given if you are refused entry or ejected due to your own behaviour.
Any ticket obtained in breach of these Terms or the Promoter 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. Void tickets are non-refundable.
On occasion, the venue may have to conduct security searches to ensure the safety of the patrons.
The unauthorised use of photographic and recording equipment is prohibited. Tapes or films may be destroyed. Laser pens, mobile phones, dogs (except guide dogs) and your own food and drink may also be prohibited (please check with the venue). By attending an event you consent to filming and sound recording as a member of the audience.
The Promoter and we accept no responsibility for your personal property on route to, during or post event.
Latecomers will be admitted at a suitable break in the event, but admission cannot always be guaranteed.
Please note some events may include special effects such as, sound, audio visual, pyrotechnic effects or lighting effects. It is the customers responsibility to ascertain this information should it pertain to a medical related concern.
Please note that advertised start / finish times of events are subject to change and are beyond our control. No recompense will be offered should the advertised times change.
Once you have purchased a ticket (or voucher) from us, you will not be entitled to exchange or to obtain a refund for that ticket (and voucher), unless the event is cancelled or rescheduled.
Where we become aware that an event is cancelled, rescheduled or materially altered, we will use our reasonable endeavours to notify you using the details provided at the time of purchase. We may not always be able to do this and it is your responsibility to ascertain this information. If you wish to claim a refund you should notify us as soon as possible. You must return any unused ticket (and voucher) to us before we are able to process any refund as applicable. As an agent, we have no control over and have no responsibility for the cancellation, rescheduling or making of material changes to the event programme. A “material change” is a change which makes the event materially different to the event that you could have reasonably expected. For the avoidance of doubt, the appearance of an understudy in place of a show’s headline star, or the change of a headlining artist from the ones advertised on a music festival line-up etc. are not a material change.
If an event is cancelled we may be authorised by the Promoter to issue refunds in which case we will refund you the face value of the ticket (and voucher), the booking fee and delivery charges. If tickets were delivered by us to you, this charge is non-refundable. Refunds will only be made to the account holder using Datacash, Chargebee or any other billing system used for the order.
If an event has started and is cancelled part way through for whatever reason, we are not liable for refunds, unless we receive specific instructions from the Promoter. In such instances, we will contact all customers once we receive the specific instruction.
If the event is rescheduled we may be authorised by the Promoter to permit your tickets to an alternative date in which case tickets may remain valid and it is your responsibility to ensure their security. If you are unable to attend the new date, we will refund you the face value of the ticket (and voucher), the booking fee and delivery charges. If tickets were delivered by us to you, this charge is non-refundable, however all tickets must be returned to us unused before we can process the refund. Refunds will only be made to the account holder using Datacash, Chargebee or any other billing system used for the order.
If we are not authorised or otherwise unable to issue refunds directly, we will be able to provide you with information as to whom you should contact to seek a refund, but we are not liable to you for such refund if you are unable to obtain a refund from the Promoter.
We are not responsible for:
The contract is between you and the Promoter that promotes, organises and/or holds the event at the venue, and in which name and on which behalf we sell the Products. We do not control the Promoter, the quality or supply of the Products, the Promoter services in relation to the event and/or the event itself. We do not give any undertaking that the Products, the Promoter services provided in relation to the event, and/or the event itself will be of satisfactory quality or suitable for your purpose and we disclaim any such warranties. The Promoter is under a legal duty to supply Products that are in conformity with the contract. Nothing in these Terms will affect your legal rights. Advice about legal rights is available from any local Citizens' Advice Bureau or Trading Standards office.
We are responsible to you for foreseeable loss and damage caused by us and your use of our services. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these Terms or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the account registration process.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services including the right to receive services carried out with reasonable care and skill.
Event Outside Our Control. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by an Event Outside Our Control. An “Event Outside Our Control” means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, non-performance by the Promoter, the suppliers or other third parties, your breaking these Terms or the Promoter terms and conditions, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
We are not liable for travel, accommodation or hospitality relating to the event which have been arranged by You.
We are not liable for business losses. We only supply the services to consumers for domestic and private use. If you use the services for any commercial, business or resale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. You must not resell our services or use them for business purposes.
Last updated: December 2017
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