Terms and Conditions
Introduction
TicketPort allows third party sellers to list and sell their products at ticketport.co.uk. Details of the business selling tickets is displayed throughout the checkout process and full contact details will be provided for the seller after a sale is completed. While TicketPort as a service provider helps facilitate transactions that are carried out on the TicketPort website, TicketPort is neither the buyer nor the seller of the tickets.
Payment at checkout initially goes to TicketPort. After a period of time these funds are transferred to the seller minus any relevant booking or sell fees. The contract formed at the completion of a sale for the tickets is solely between buyer and seller. TicketPort is not a party to this contract nor assumes any responsibility arising out of it. While TicketPort will do the upmost to ensure every seller on the website meets the highest of standards, ultimately the seller is responsible for the sale of the tickets and for dealing with any buyer claims or any other issue arising out of or in connection with the contract between the buyer and seller. Anyone selling tickets on TicketPort will assist with any issues in a fair and honest manner, and any issues are likely to be extremely rare.
The following terms therefore apply between the buyer and seller on TicketPort, both the seller agrees to these terms before listing on TicketPort, and the buyer of tickets during the checkout process. In these Conditions:
"We", "us" and "our" is TicketPort, which is a trading name of Graestone Limited, registered in England and Wales under registration number 12908819.
"Buyer" is the person who accepts a price of the Seller for the sale of the tickets.
"Seller" is the business selling the tickets on TicketPort, with whom your contract is formed with.
"Conditions" means the standard terms and conditions of sale set out in this document and (unless the context otherwise requires) includes any special terms and conditions agreed in writing between the Buyer and the Seller.
"Contract" means the contract for the purchase and sale of the tickets.
1. All sales are final
The buyer should note that the right to cancel or "cooling off period" provided by the Consumer Protection (Distance Selling) Regulations 2000 does not apply to the sale of event tickets. All sales are final. Once an order is placed and paid for, it cannot be cancelled or refunded.
2. Suspected Fraud
We do however reserve the right to delay or refuse orders where a transaction contains incomplete details or details that cannot be verified or where fraud is suspected. Should we suspect fraud we may require further information or documentation to prove otherwise. If this is not provided or TicketPort (in conjunction with our payment provider) is not wholly satisfied that the purchase is genuine we reserve the right to cancel the order, in which case a full refund will be made against the card used at the time of purchase. No other form of refund or credit will be offered.
3. Physical ticket delivery
The seller is not responsible for the physical delivery of tickets, this is provided by the Royal Mail. In the event of an issue with the delivery through Royal Mail, where Royal Mail is at fault the seller will assist the buyer in making a claim for compensation. If a delivery is made incorrectly due to an issue with an incorrect address the buyer entered then no refunds are due although the seller will assist in any reasonable way they can to help retrieve the tickets. The seller is not responsible for lost or stolen tickets once delivered, and we regret that in most circumstances tickets cannot be duplicated. However should an issue arise the matter should be discussed with the seller to see if any options are available.
4. Electronic ticket delivery
Once the seller has dispatched tickets electronically (either e-ticket or mobile format) the buyer will receive a notification through TicketPort advising them that tickets have been sent. It is the buyer who is responsible to ensure tickets are printed (where required) or stored correctly on their mobile device. If the buyer has not received tickets it is their obligation to contact us (through the support email address stated in the booking confirmation email) at least two working days before the show (or one working day if tickets are sent out in the seven days before the show) so we can reissue tickets. Tickets that are reported as not received within this period there is no right to refund if we are unable to respond. Tickets reported as not received after the event has taken place there is no right to refund.
5. Mobile ticket delivery
Mobile tickets can be provided in many formats, the most common is a QR code to be displayed on a mobile device. In the case where mobile tickets are transferred and need to be accepted by the buyer, or where the buyer needs to perform some other action such as downloading a mobile app before tickets can be sent, the buyer is solely responsible for performing this action and will be informed of what action they need to take when tickets are made available. Whilst mobile ticket delivery issues are rare, the seller cannot be held responsible for any problems that occur when the buyer does not attempt the required action and report any problems at least two working days before the show (or one working day if tickets are sent out in the seven days before the show). In order to protect venues through bar trade and to avoid empty seats mobile tickets that are unclaimed in the final 24 hours before an event and where the buyer has not reported an issue in receiving the tickets may be cancelled and resold with no right to refund.
6. Delivery timescale
Most physical tickets are dispatched at least five working days before an event and most electronic tickets are sent at least three working days before an event. Should delivery be taking place later than this the seller will keep the buyer fully up-to-date with the likely date they will receive the tickets. In some rare cases tickets may not be received until the day of the performance and the seller cannot be held responsible if this is the case where the issue is out of their control.
7. Changes to Delivery
Whilst every effort is made to ensure tickets are sold with the correct delivery method, the seller reserves the right to change the delivery method at any time in line with changes made by the event organiser or unforeseen circumstances.
8. Detail changes
If you change your delivery address after you have booked your tickets with us you will need to inform the seller or TicketPort. The seller is not liable if tickets have already been sent out to your old address (whether this is physical tickets to a postal address or electronic tickets delivered by email).9. Cancellation/rescheduling
The seller does not put on or host events and is in no way responsible for changes to the events for which they sell tickets, be that date, time, location or line-up changes. If an event is rescheduled and your tickets remain valid for the newly rescheduled dates there is no right to refund. Where an event is cancelled a full refund will be issued including any booking and delivery fees to the buyer. TicketPort will endeavour to provide any updates on significant changes to the event (such as rescheduling) however it is ultimately the buyer's responsibility to check local listings and to ensure the event is going ahead as scheduled.
10. COVID-19 Entry Requirements
If entry requirements are subject to enforced restrictions in relation to Covid-19 this information will be displayed during the checkout process. TicketPort and/or the seller will do their upmost to relay any changes to these entry requirements but the buyer should be aware these can change at any time and it is the buyer’s responsibility to check the latest requirements before an event.
Should a buyer be unable to attend an event due to failing an entry requirement or for any other reason related to Covid-19 (for example self-isolation) there is no right to a refund. The buyer is permitted to resale or pass on their ticket for someone else to use.
11. Event arrangements
Should an event be postponed or cancelled, the seller cannot be held liable for any additional costs you may incur for personal arrangements such as travel, accommodation, subsistence or any other associated services relating to the event.12. Age restrictions
Most events carry some form of age restrictions usually relating to minors needing to be accompanied by an adult or licencing reasons. The seller cannot be held responsible if a buyer cannot gain admission to an event because they did not meet the required age restriction to attend. Where an event or ticket carries an age restriction this will be clearly stated when you book your tickets. Please make sure you read all the information that applies to the event and ticket you want to book, and always carry proof of age if age restrictions apply.13. Admission refusal
The seller cannot refund tickets for anyone who is refused entry, or thrown out of a venue due to any of the following:- Not showing the correct tickets as provided by the seller to gain entry (TicketPort booking confirmations will not be accepted under any circumstance).
- Late arrival, being or appearing to be underage (see paragraph on Age Restrictions above) or declining to be searched.
- Abusive, threatening, drunken or antisocial behaviour, which includes smoking in a no smoking area.
- Carrying offensive weapons, illegal substances or making unauthorised audio, video or photographic recordings.
- Invalidating their own tickets through an action they have taken, whether deliberate or not, such as informing a venue they have purchased on a third party website when this may not be permitted.
14. Payment issues
Orders are accepted subject to payment being received from the card issuer. If we are unable to obtain payment, we reserve the right to cancel your order.15. Bank charges
All payment and refund transactions, irrespective of currency, originate from the UK. The seller cannot be held liable for any additional charges your bank or credit card provider may apply to your transaction; such charges are completely out of their control.16. Data protection
By placing an order, you confirm that you understand that you are agreeing to being contacted by TicketPort with information and updates that a directly relevant to your order. The seller of the tickets will be provided the email address of the buyer to provide updates, and likewise the buyer of the tickets will be provided with contact information for the seller.17. Receipt of tickets
As soon as the buyer receives their tickets, they should check that they are correct and what was ordered. In extremely rare cases where tickets are not what was ordered please contact us within seven days or before the event date if sooner. After this time the tickets will be deemed as accepted by the buyer and there is no ground for refund.
18. Pricing errors
While the seller tries to ensure that all prices on our website are accurate, errors may occur. If the seller discovers an error in the price of ticket(s) you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you then we will treat the order as cancelled and provide a full refund.
19. Incorrectly supplied tickets
While the sellers will do their upmost to ensure that all tickets are supplied exactly as listed at the time of sale, it is possible the specifics of a ticket can change, for example if an event organiser changes the layout for production reasons. In these rare cases the seller is entitled to provide equivalent or upgraded tickets. However they will not provide tickets they believe are in a worse position than the original order without first agreeing with the buyer about the change. If no agreement can be reached the buyer is entitled to a full refund.
20. Non Attendance
Should a buyer not attend the event there is no right to a refund regardless of the reason. The buyer is permitted to resale or pass on their ticket for someone else to use.
21. Event Issues
Neither TicketPort or the seller is responsible for issues that occur at an event that is clearly out of their control. For example, no refunds can be provided for any of the following:- Behaviour of other people in attendance.
- Quality of venue facilities including comfort of seats (where applicable).
- Viewing restrictions where the venue/organiser has not declared these in advance.
22. Invalid tickets
In the rare occurrence that a buyer is denied entry to an event because the ticket has been invalidated without their knowledge, and the neither TicketPort or the seller has made no attempt to inform them that the ticket is no longer valid, the seller will issue a full refund including any booking and delivery fees to the buyer. Where TicketPort has taken reasonable steps to notify the buyer of a change/update in the ticket and the buyer has still used the invalid ticket, no refund can be processed. The seller cannot be held liable for any additional costs the buyer may incur for personal arrangements such as travel, accommodation, subsistence or any other associated services relating to the event.
23. Refunds
Where you are due a refund; the refund will be made to the original card or PayPal account used for purchase. This will normally show in your account 5-7 working days from the date of the refund being issued.24. General queries
If the buyer has any questions about their order they should contact TicketPort directly and TicketPort will answer queries or liase with the seller. If we need to contact the seller, all sellers agree to respond to all queries in a reasonable time frame. Buyers should not contact us about non received tickets unless one of the following is true:- Buyer received an email notifying them of dispatch and tickets did not arrive.
- Tickets were listed for immediate dispatch and have not been received within ten days of the order.
- The event takes place in the next ten days.