Purchase Policy

(Terms and Conditions of Sale)

Eventim sells tickets and acts as agent on behalf of the organisers, promoters, artists, venues or producers of an event 

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 Eventim UK Ltd, a company registered in England and Wales (Company No. 06804119) with its registered address at 1 Chamberlain Square, Cs, Birmingham, United Kingdom, B3 3AX. Our registered VAT number is 978 7709 41.

"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.

"Non-Ticketed Items"
means any items other than Tickets, or packages that include Tickets, sold via the Site including Eventim vouchers or merchandise.

"Group"
means group organisers, charities, travel and coach companies or other organisations that We have agreed to sell to knowing that the Tickets are intended for resale.

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. 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.

3. Eventim acting as agent

Eventim is a ticket agent that sells Tickets for Events allocated to it by an Event Venue or Promoter.

Eventim is not responsible for the organisation or staging of the Event and has no control over the cancellation or rescheduling of or for material changes to any Event.

Eventim is a member of The Society of Ticket Agents and Retailers and further information can also be found on their website (www.star.org.uk).

4. Tickets

All Tickets are offered subject to availability and to these Terms and Conditions. These Terms and Conditions should be read carefully prior to confirming Your order and any queries relating to them should be raised with us prior to purchase, as placing Your order 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 to ensure they are correct as if you have made a mistake it cannot always be rectified after purchase and we will not be responsible for any failure to rectify a mistake and/or refund the Ticket price in such circumstances. Accordingly, please check your Tickets carefully on receipt and contact us immediately if there is a mistake.

If we discover an error in the price of tickets you have ordered, we will inform you as soon as possible and give you the option of reconfirming your order at the correct price (and credit or debit your account as applicable) or cancelling your order and receiving a full refund from us.

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 and the duplicate Tickets will only be issued for collection from the venue and cannot be resent by mail.

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 in which event you will be obliged to provide at any such time proof of your entitlement to the concession.

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, trademarks, logos and/or intellectual property appearing on the Ticket.

5. Price and payment

The price of the Ticket shall be the price set at the time We accept Your order. All prices set are inclusive of any applicable taxes but exclusive of any booking fee and collection or delivery fee.

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

6. Delivery

Eventim aims to dispatch purchased Tickets as soon as possible.

If Your Tickets are not being held at the Venue box office, and You have not received Your Tickets from Us seventy two (72) hours prior to the Event please contact Us immediately including your reference number and the name and postcode of the ticket purchaser.

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.

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 otherwise you will not be entitled to collect Your Tickets.

You will be able to collect Your Tickets from one hour prior to the start of the Event unless otherwise indicated within the Venue terms and conditions.

7. Changes to Event

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

8. Refunds/exchanges

Except where We offer, at our absolute discretion, an applicable Ticket exchange or resale or refund facility, once you have purchased a Ticket from Us you will not be entitled to exchange or to obtain a refund for that Ticket other than as described in this section.

If an Event is cancelled, or rescheduled (subject to the below) or where there is a material change to the programme of an Event, you may be entitled to a refund of the face value price paid (or, if the face value has been reduced by the Promoter, the discounted face value price paid) of the Ticket (excluding any booking fee or service charges) from the Venue or the Promoter.

,br> Where an outdoor event is cancelled or curtailed because of adverse weather, the Venue or Promoter may 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

A “material change” is a change which in the Venue or Promoters reasonable opinion, makes the Event materially different to the Event that the purchasers of a Ticket, taken generally, could reasonably expect. Changes to supporting acts, members of a band or the line-up of any multi-performer event or the use of understudies will not be a material change.

Eventim has no control over the cancellation, rescheduling or making of material changes to any Event and will not be responsible for any refund payable in these circumstances other than when we may be able to issue refunds directly (using funds provided by or due to the Venue or Promoter) in which case we will use our reasonable endeavours to refund you the face value of the Ticket (excluding any booking fee or service charges) as soon as reasonably practicable.

If we are 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 applicable Venue or Promoter.

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.

If you wish to claim a refund in any of the circumstances described above, You should notify Us as soon as possible and no later than 28 days after the applicable cancellation, rescheduling or material change. Where we inform You that we are responsible for the refund you must return any unused Ticket(s) to us before we are able to process any refund. If we are able to provide You with a refund, as described above, We will refund You the face value price of the Ticket (excluding any booking fees or service charges). Refunds will only be made to the person who originally purchased the Ticket(s) and, wherever possible, will be made using the same method as was used to purchase the Ticket(s) except, at our discretion, where payment was made by cash.

You can change your mind about Non-Ticketed Items purchased from us within 14 days of receiving our email confirmation accepting your order. You are entitled to a full refund should you wish to change your mind. Please contact us here.

These Terms & Conditions do not affect your statutory rights as a consumer. For further information about your statutory rights contact Citizens Advice (www.adviceguide.org.uk), Which? (www.which.co.uk), or the Department for Business Innovation and Skills. Eventim is a member of The Society of Ticket Agents and Retailers and further information can also be found on their website (www.star.org.uk).

9. Liability

To the maximum extent permitted by law, EVENTIM shall not be liable for any loss, injury or damage to any person (including You) or property howsoever caused:

(a) in any circumstances where there is no breach of contract or a legal duty of care owed by EVENTIM;

(b) in circumstances where such loss or damage is not directly as a result of any such breach by EVENTIM (save for death or personal injury); or

(c) to the extent that any loss or damage results from Your negligence or breach of contract by You and/or any applicable laws or regulations.

To the maximum extent permitted by law, EVENTIM shall not be liable for any indirect or consequential losses or loss of data, profits, revenue, earnings, goodwill, reputation, enjoyment or opportunity, or for distress, or any exemplary, special or punitive damages, arising directly or indirectly from Your use of any EVENTIM service and/or any tickets made in connection with it. In particular, please note that 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.

Our and any relevant Venue or Promoter’s liability to you in connection with an Event (including, but not limited to, for any cancellation, rescheduling or alteration of an Event) and any Tickets you have purchased shall be limited to the amounts specified in these General Terms and Conditions.

EVENTIM is not responsible for any internet connection errors experienced while using the EVENTIM website or any EVENTIM services.

EVENTIM is not responsible for the actions or failures of any Venue, performer or Promoter. Under no circumstances shall we be liable for death or personal injury suffered by You or Your guests arising out of attendance at an Event, unless caused by our negligence. Neither shall we be liable for any loss or damage sustained to Your property or belongings, or those of any guests under Your booking, attending an Event other than caused as a result of our proven negligence or that of the Venue or the Promoter or other breach of statutory duty.

EVENTIM shall not be liable to You for failure to perform any of its obligations under these terms and conditions to the extent that the failure is caused by an event of Force Majeure (defined below in these General Terms and Conditions). This clause does not affect the terms of any clauses specifically providing for a right of refund.

Nothing in these terms and conditions seek to exclude or limit EVENTIM’s liability for death or personal injury caused by our negligence, fraud or other type of liability which cannot by law be excluded or limited.

10. Cancelled/re-scheduled Events

It is Your responsibility to check if an Event has been cancelled or re-scheduled and to check the date and time of any re-scheduled Event. Where we become aware that 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, but We may not always be able to do this and 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.

For football matches, or any other sporting fixtures or events no guarantees can be given that the Event will take place at a particular time or on a particular date. We, the Venue and the Promoter reserve the right to reschedule any such Event-without notice and without any liability whatsoever. The details given on football tickets or on the tickets of any other sporting fixtures or events are indicative only and it is Your responsibility to check the final arrangements for any matches or other sporting fixtures or events for which you have tickets including the date and Kick-off or start times of any such Event.

11. Use of details and Data Protection

For information on how we use information and Data Protection see the Eventim Privacy Policy here.

12. Resale/use of Tickets and property

You may not re-sell or transfer a Ticket if prohibited by law. In addition, re-sales or transfers of Tickets may be prohibited for certain events subject to the specific terms and conditions of those events (for example but not exclusively limited to charity events or events where age restrictions may apply because of content of the entertainment or licensing requirements).

Where a Ticket is offered for resale in line with these terms and conditions, you must provide to the buyer full details of the ticket. Full details include, if printed on the ticket, the block or tier, row and seat number, information about any restriction as to who can use the ticket and the amount stated on the ticket as its price (its 'face value').

You must also make your buyers aware of these terms and conditions and any other terms and conditions that are specific to the event. You should check whether any special terms apply before offering a free Ticket for resale. Free tickets are often provided for specific reasons limiting their transferability.

We operate fanSALE, a resale platform that allows for the resale of Tickets, for the face value price of the Ticket(s), in a secure manner. For more details please go to [https://www.fansale.co.uk/fansale/]. If you access or use fanSALE using your EVENTIM account, you hereby agree to comply with the separate fanSALE terms and conditions available here.

13. 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.

Void Tickets are non-refundable.

14 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 the Agent’s agreement, without prior notice unless the purchase of an excess was due to Our error.

15. Conditions of Admission

The management of the Venue reserve 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. smokes (save when in a designated smoking area) or possesses and or/uses drugs or any illegal substances

  5. fails, when required, to produce proof of identity or age

  6. use mobile phones or messaging equipment which in the Venue’s opinion could constitute a nuisance to the rest of the audience; or

  7. fails to comply with any measures put in place in relation to COVID-19.

  8. 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.

Where the Event is being "live streamed" over the internet, it will be Your responsibility to ensure that you have obtained (i) the minimum software and hardware requirements needed to view the live stream and (ii) a suitable connection to the internet. We will not be responsible for any issues related to the equipment/software you use to access the live stream or any connection or bandwidth issues caused by your service provider. Any refund in these circumstances will be at the Promoters discretion.

The Promoter will be solely responsible for the content of any live streamed Event and you must comply with any rules and instructions for accessing and viewing the live stream (including any prohibitions on unauthorised recording or streaming).

16. 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, tapes, films or similar items 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 material's.

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. llegal 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, annoyance, aggravation 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.,br>

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.

17. 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.

18. 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 mediation a party must give written notice to the other parties to the dispute requesting 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.

The above dispute resolution terms are without prejudice to the Limitation of Liability clause (Clause 9) of these Terms and Conditions.

STAR can be contacted at: PO Box 708, YORK, YO1 0GT
Telephone: 01904 234737
Email: info@star.org.uk