Terms and Conditions of Sale

Ticketek UK Limited (Company Number 92667015) ("Ticketek") provides ticketing services, including the sale and distribution of tickets, as agent for the venue, promoter or person responsible for holding the relevant event (the "Seller"). In providing these services, Ticketek owns and operates Ticketek.co.uk and Ticketek.co.uk (the "Site").

Please read these Terms and Conditions carefully before purchasing a ticket. By purchasing a ticket from Ticketek, you agree to be bound by these Terms and Conditions.

These Terms and Conditions relate both to the sale of tickets and attendance at events. These Terms and Conditions apply to both the original purchaser and any subsequent ticketholders ("you").

Variation to Terms and Conditions

Ticketek may vary these Terms and Conditions at any time by updating them. Any variations will only apply to ticket purchases made after these Terms and Conditions have been updated.

Additional Seller Terms and Conditions

Each ticket is also sold subject to any additional terms and conditions of the Seller for the particular event (including their Conditions of Entry) ("Seller’s Terms"). The Seller’s Terms may be disclosed as part of the event information on Ticketek’s website and at Ticketek agents and outlets at the time of purchase. The Seller’s Terms are also available from Ticketek on request.


Upsells refer to an item made available for sale on the Site on behalf of a third-party Seller. Upsells do not include ticket purchases, and are sold at a separate, additional price to any ticket purchases. This may include, but is not limited to items such as merchandise, catering or accommodation. The Seller of any Upsells are expressly responsible for order fulfillment, dispatch, quality of purchase, and any queries, issues, or complaints, subject to that Seller’s Terms, which may be disclosed as part of the event information on the Site, available from Ticketek on request, or from the Seller directly.

General Terms and Conditions

Ticketek acts as agent for the Seller in the sale of all tickets. As such, except as specified in these Terms and Conditions, all claims in connection with tickets or events are the sole responsibility of the Seller and, except to the extent required by law (including UK Consumer Law) Ticketek otherwise has no liability to you.

By purchasing a ticket, or other goods, from Ticketek, you are agreeing to the below general conditions of sale:

  1. Tickets may not be used for advertising, purposes of promotion, contests, sweepstakes or other such commercial gain without express permission from the Seller. We reserve the right to cancel tickets and accounts, and refuse to sell tickets to any individual or business who have engaged in unlawful resale or unauthorised promotion of tickets
  2. Tickets must not be duplicated, counterfeited or otherwise manipulated. We reserve the right to cancel any tickets or accounts associated with such activity without notice or refund
  3. All prices for tickets, or other goods, offered for sale may be inclusive of or have added to it such fees as
    1. Any per-item service or facility fee
    2. Any per-order handling and/or delivery fee
    3. Any per-order processing fees
  4. All prices listed are inclusive for VAT/applicable taxes
  5. Ticketek, and the Seller, reserves the right to provide alternate seats at any time for an Event where is reasonably required, for seats equal in value to those specified on the ticket.

Refunds, exchanges and replacements

Subject to requests made under the Refundable Tickets Terms and Conditions of Sale below, or the COVID-19 Refunds and Exchanges Terms and Conditions:

  1. Ticketek will only offer a refund or exchange of a ticket if an event is cancelled, rescheduled, significantly relocated by the Seller (and you cannot or do not wish to attend the rescheduled or relocated event), for any material alteration, or to the extent otherwise required by law (including UK Consumer Law). You must apply for a refund within a reasonable time. Ticketek does not offer refunds or exchanges as a result of a change in your personal circumstances.
  2. Material alteration refers to a change which, in our and/or the Seller’s reasonable opinion, makes the relevant Event materially different to that which you could, as a purchaser, reasonably expect. For clarity, the below changes, as examples but without limitation, are not considered material and therefore no refunds will be provided when:
    1. The use of understudies in theatre performances
    2. Adverse weather conditions
    3. Changes to supporting acts
    4. Changes to individual band members
    5. Changes to the line-up of any multi-performer event
    6. Events where the majority is performed in full
    7. Delays to the start of a performance
  3. If an Event is cancelled, rescheduled, materially altered or significantly relocated by the Seller, we will use our best efforts and reasonably endeavour to notify you once the information is made available to us by the Seller using the contact details you provide during purchase. However, it is your responsibility to ascertain and check if an Event has been cancelled, rescheduled or altered.
  4. If an event is cancelled, rescheduled, materially altered or significantly relocated by the Seller, all liability is limited to the amount for which the ticket was purchased (including any fees or charges). Proof of purchase may be required for any refund or exchange. Unless required by law (including UK Consumer Law), neither Ticketek nor the Seller will be liable for any other losses incurred by you as a result of the cancellation, rescheduling or relocation of an event, including any travel and accommodation expenses.
  5. Ticketek will only replace lost, stolen, damaged or destroyed tickets if the authenticity of the ticket can be verified, including proof of purchase, and if you give reasonable notice before the event. Ticketek may charge a reasonable fee for the replacement of tickets. Ticketek may not replace tickets where seating is unallocated (general admission tickets).
  6. You should carefully consider the refund and cancellation policies of travel, accommodation and other goods or service providers when making arrangements for attendance at an event. You may also wish to consider taking out a relevant insurance policy to cover for any losses in the event of cancellation, rescheduling or relocation.
  7. In most cases, refunds will be automatically processed to the credit card originally used for purchase

Variations to performances or events

  1. The Seller reserves the right to add, withdraw, reschedule or substitute artists and/or vary advertised programs, prices, venues, seating arrangements (including ticket categories) and audience capacity.

Conditions of entry

  1. Admission to an event is subject to the Seller’s Terms. In particular, the following form part of the Seller’s terms unless otherwise specified:
  2. You may be denied entry into, or removed from, an event where the Seller has reasonable grounds to do so, including if you breach these Terms and Conditions or the Seller’s Terms, or you are intoxicated, under the influence of illicit drugs, inappropriately attired or adversely affecting the enjoyment of the event by others.
  3. If you arrive late, you may not be admitted until a suitable break in the event.
  4. You may not be permitted to take into the event, or use, cameras or other photographic or recording equipment (including mobile phones).
  5. You may be required to submit to a search of your person and/or possessions before entering the event.
COVID-19 specific conditions of entry

  1. You acknowledge that the event may be scheduled to be held, or will be held, during a time at which one or more Government directions or regulations may be in force regarding the number of persons attending an event (or the holding of the event itself). If that is the case, then the number of persons permitted to be in or around the Venue may be affected, resulting in the Seller (or Ticketek, on behalf of the Seller) being required to or deciding to:
    1. cancel or postpone the event;
    2. reduce the number of persons who may attend the event;
    3. change your seating allocation; and/or
    4. change any standing or seating configurations for attendance at the event;
    in which case You may receive a refund in accordance with these Ticketek Terms and Conditions of Sale, or the COVID-19 Refunds and Exchanges Terms and Conditions, as the case may be.
  2. You agree to comply with all Government directions, orders and regulations relevant to attending live events, which may be in place at the time of the event.
  3. If you are attending the event as part of a group, as the primary ticket purchaser, you are responsible for knowing the contact details of all attendees in your group. In the event you are contacted directly by the Government, including the Department of Health for the purposes of contact tracing, you must: (a) make the contact details of your group available to the Government (if you have the consent of each group member to do so); or (b) contact each member of your group, and request that they provide their contact details to the Government directly.
  4. All attendees in your group, including yourself, must commit to stopping the spread of COVID-19. If at the time of the event, either you, or any other members of your group are feeling unwell or are subject to a self-quarantine or self-isolation period, you agree not to attend the event. If you do attend the event, you agree to assume all risk associated with COVID-19

Authenticity and validity of tickets

  1. Entry to an event may be refused if the authenticity or validity of a ticket is questionable, including because the ticket has been damaged or defaced in any way, or has not been purchased from Ticketek or other authorised points of sale.

Resale of tickets & touting

  1. Tickets may not, without the prior written consent of Ticketek and the Seller, be resold or offered for resale at a premium (including via on-line auction or other unauthorised resale sites) or used for advertising, promotion or other commercial purposes (including competitions and trade promotions) or to enhance the demand for other goods or services. If a ticket is sold or used in breach of this condition, the ticket may be cancelled without a refund and the ticketholder of the ticket may be refused admission. Ticketek will use reasonable efforts to notify you of such action.

TOUTING WARNING: The resale of tickets in certain circumstances is governed by ticket sales legislation and may attract criminal penalties.

Collection and delivery of tickets

  1. You must allow adequate time for collection or delivery of tickets. Methods of collection and/or delivery will be available when choosing your collection/delivery details. In the interests of minimising ticket scalping, Ticketek may change your delivery method to "venue collect" at its discretion.
  2. Where concessions are applicable, suitable and valid identification must be provided for collection of tickets and at the event.
  3. It is your responsibility to ensure all contact and delivery details are up to date and accurate at the time of purchasing. Ticketek UK does not hold any liability for successful delivery of tickets to addresses incorrectly provided by you.

Limitations on number of tickets purchased

  1. When purchasing tickets for a particular event you may be limited to a specified number of tickets. If you exceed the stated ticket limit, you may have any or all of your orders and tickets cancelled without notice by Ticketek at its discretion. This includes orders associated with the same name, e-mail address, billing address, credit card number or other information. Ticket limits apply to ensure fair access to tickets for fans, and as a measure to minimise ticket scalping.
  2. Multiple accounts, credit cards, or other means of creating duplicate customer data must not be done with the purpose or intention of circumventing any limitations or purchase policies for any Events. If we learn that such practises are engaged in, Ticketek in its sole discretion, reserves the right to cancel any tickets or accounts associated with such activity without notice or refund.

System Errors

  1. While Ticketek takes all reasonable care to ensure that tickets are correctly priced and only available for sale when intended, sometimes errors may occur. Ticketek may cancel an order made as a result of any such error, although in the case of a pricing error Ticketek will endeavour to contact you to give you the option of purchasing the ticket at the correct price.

Customer Errors

  1. If an error on your behalf results in Ticketek reprocessing the ticket transaction at your request, Ticketek may charge to you the actual costs incurred in reprocessing the ticket transaction, including any chargeback or postage fees charged to Ticketek by a third party.
  2. It is your responsibility, entirely, to check immediately once the order has been completed through reviewing the order confirmation email and/or your Ticketek Account. If you have any questions or concerns about the state of your order, you must immediately contact us for any mistakes, errors, or other issues. Ticketek is not liable for any issues encountered during purchase for any assumptions made about the success or state of your order, and any subsequent errors either technical or through mis provided information or the lack of confirmation information received.

For information regarding ticketing of live entertainment and sporting events, or to obtain a copy of the Code of Practice for the Society of Ticket Agents and Retailers (STAR) or refer to www.star.org.uk.

Ticketek Online Terms of Use and Privacy Policy

The Website Terms of Use and the Ticketek Privacy Policy are incorporated into these Terms and Conditions and apply to all sales through this Site.


The term "including" when used in these Terms and Conditions is not a term of limitation.

Direct Debit Payment Plan Terms and Conditions

Your payment plan and tickets.

  1. These are the terms and conditions relating to your payment plan. They apply in addition to Ticketek's Terms and Conditions, Ticketek's Privacy Policy, the Event Organiser Terms and Conditions, and any other terms and conditions we have told you apply to your order. This payment plan is entered into between you and us (Ticketek UK Limited, Company Number 09667015).
  2. You will pay an initial deposit when you confirm your order. Your deposit is not refundable. You will pay the remaining balance by Direct Debit. You confirm that the bank account details you provide for these payments are your own, and that we may share your information with, direct you to provide information to, or receive information about you from, our payment service partner(s) in relation to these payments.
  3. There is no cancellation right or cooling off period in respect of any tickets you order by payment plan. Direct Debit payments can be cancelled in the way described in the 'About Direct Debits' section of these terms and conditions, but cancelling your Direct Debit without paying us in full will result in the loss of your deposit and your tickets as described in the 'Failing to make a payment when it is due' section of these terms and conditions.
  4. Your order will not be fulfilled unless and until you have paid us in full. Until you have paid for your order in full, each payment you make towards your order will be held as a deposit and will not be refundable.
  5. We will provide you with confirmation of the amounts you will pay and the dates on which payments will be taken. It is your responsibility to ensure that there is enough money in your account on the day(s) payments are due to be taken. If you do not have enough money in your account, you are at risk of losing your deposit and ticket(s).
  6. You cannot change the date(s) on which payments will be taken you have placed your order.
  7. If you need to contact us in relation to your payment plan, please visit our helpdesk.

Failing to make a payment when it is due.

  1. If any Direct Debit payment is unsuccessful, we may make another attempt to take payment. If a second attempt to collect any Direct Debit payment from you is unsuccessful, we may cancel your payment plan. If we cancel your payment plan we may ask you to make payment of the entire balance outstanding using another payment method, but we will not be obliged to do so.
  2. If we attempt to take a payment and there is not enough money in your account you may also be charged fees by your bank or building society. We are not responsible for those fees and will not refund them.
  3. If you cancel your Direct Debit, or any payment is unsuccessful for any reason other than our error, and you do not pay in full by another method, you will lose your ticket(s) and your deposit will not be refunded. If that happens and your payment plan relates to more than one ticket, product, or service, and you have already paid us enough to fulfil any part of your order, we may apply the money you have already paid towards that part of your order. For example, if your payment plan relates to an order of four tickets and you have paid us enough for one ticket in full before cancelling your Direct Debit, we may apply the money you have paid to one ticket. That will be in our discretion. You will not be entitled to a cash alternative, or any change to your order, and any remaining deposit will not be refunded. We will not apply part payments in this way to any child ticket or any other ticket, product, or service which requires any accompanying ticket, product, or service that you have not paid us enough to fulfil.
  4. Any other add-ons or other items you bought with your tickets and for which you have already paid in full will remain yours. For any add-ons or other items for which you have paid in part, we may apply the process described in section 10 above.

About Direct Debits.

  1. Payments made by Direct Debit are protected by the Direct Debit Guarantee, which is offered by all banks and building societies that accept instructions to pay Direct Debits.
  2. If there are any changes to the amounts, dates, or frequency of your Direct Debit payments, we will notify you at least ten working days in advance of your account being debited.
  3. If you ask us to collect a payment, confirmation of the amount and the date for the collection will be given to you at the time of the request.
  4. If an error is made during the payment of your Direct Debit by us or your bank or building society, you are entitled to a full and immediate refund of the amount involved from your bank or building society. If you receive a refund that you are not entitled to, you must pay it back when asked to do so by us.
  5. You can cancel a Direct Debit at any time by contacting your bank or building society. They may require written confirmation. If you do cancel your Direct Debit without paying us in full, the sections of these terms and conditions that describe the consequences of failing to make a payment when it is due will apply.