Purchase Policy

www.theticketstore.co.uk is operated by South West Ticketing Solutions Limited ('we'/'us'/'our'), company number 08823486.
1. General

1.1 We sell tickets on behalf of organisations responsible for the event, performance or service. We refer to these parties who organise or provide the event and/or from whom we obtain tickets and/or associated products or services to sell to you as our "Event Partner".

1.2 We sell tickets as and when allocated by Event Partners. The quantity of tickets made available for sale by us vary on an event by event, and venue by venue, basis. From time to time, additional tickets may be available prior to an event; however The Ticket Store does not control the availability of these.

1.3 For some services and events, Event Partners allocate specialist, VIP or Platinum Tickets for sale by us. These are premium tickets that are sold at market driven prices, often higher than their face value. These tickets may not include any additional benefits such as merchandise, although we will always be clear as to any associated benefits at the time of purchase. The price of these tickets may vary, as it is set according to demand at the time of purchase. You pay the price displayed on our website at the time you make your purchase, but the price of similar Tickets may increase or decrease after you have made your purchase. In the event that prices are reduced, you will not be entitled to a refund in full or part.

1.4 For some services and events, tickets may be sold as part of a "Package" for an inclusive price; together with, for example, merchandise or other benefits such as exclusive seating arrangements, accommodation, transport, car parking or dining.

1.5 In this Purchase Policy, we refer to any products and/or services offered for sale by us as "Items". Any reference to a ticket includes (where relevant) a Platinum Ticket.

1.6 To purchase Item(s) from us, you must be 18 or over and have a valid credit/debit card issued in your name.

1.7 Our Purchase Policy does not apply to any purchases made via Groupon or similar discount sites. If you have any queries or complaints regarding you purchase of tickets from Groupon or similar, please contact them directly.

2. Contract

2.1 Any purchase of an Item from us is subject to: (i) this Purchase Policy; (ii) any special terms and conditions which may be displayed on our website www.theticketstore.co.uk; and (iii) the Terms and Conditions of the Event Partner(s) and/or event. Please visit their individual website for their full Terms and Conditions.

2.2 Your contract for purchase of an Item starts once we have confirmed your purchase, and ends immediately after the completion of the service or event for which you have purchased the Item.

2.3 You agree not to obtain or attempt to obtain any Items through unauthorised use of any robot, spider or other automated device or any other illegal or unauthorised activity. We reserve the right to cancel any transaction which we reasonably suspect to have been made in breach of these provisions without any notice to you and any and all Items purchased as part of such transaction will be void.

2.4 We reserve the right to cancel bookings which we reasonably suspect to have been made fraudulently.

3. Prices and fees

3.1 Purchases from us may be subject to a Booking Fee, Facilities Fee and a non-refundable fulfilment fee.

3.2 Whilst we try to ensure that all prices listed on www.theticketstore.co.uk are accurate, errors may occur. If we discover an error in the price of any Item 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 your order. If we are unable to contact you, you agree that we may treat the order as cancelled. If you choose to cancel after you have already paid the incorrect price, you will receive a full refund.

4. Cancellations

4.1 Once purchased, tickets may not be exchanged or refunded. Tickets will only be refunded in the case of a show cancellation.

5. Delivery

5.1 Tickets will be dispatched when ready and not immediately after purchase, via your chosen delivery method. We are not always in a position to specify the exact dispatch dates, as these are often subject to the specific requirements of an Event Partner.

5.2 Please allow as much time as possible for your tickets to arrive. If your tickets have not arrived five days before the event (or, if you are travelling, five days before you leave on your journey), please contact us at www.theticketstore.co.uk. Please include your order number, as well as your name and address.

5.3 We post tickets to the billing address of a credit card. If the address in your booking does not correspond to that held by your credit card company, we may cancel your tickets.

5.4 As often requested by our Event Partners, we reserve the right to make tickets available for collection by you at the venue box office. We will notify you by telephone or email as to the arrangements for collection (using the details provided by you at the time of ordering). Should this be the case, please ensure that you bring your confirmation email and your photo ID to collect your tickets.

6. Tickets

6.1 Any ticket you purchase from us remains the property of the Event Partner and may be withdrawn and admission refused at any time. If this occurs, you will be refunded the sale price of the ticket.

6.2 Policies set by our Event Partners, may prohibit us from issuing replacement tickets for any lost, stolen, damaged or destroyed tickets. For example for non-seated events, allowing a possibility of both the original and replacement tickets being used, may compromise the licensed capacity of the venue. If replacement tickets are being issued, we may charge you a reasonable administration fee.

6.3 Upon receipt, please keep your tickets safe as we can not be responsible for any tickets that are lost or stolen.

6.4 It is your responsibility to check your tickets upon receipt; errors cannot always be rectified.

6.5 You have a right only to a seat of the same value as your original ticket. We, the venue or our Event Partner reserve the right to provide alternative seats to those initially allocated to you and specified on your tickets.

6.6 You may be limited to the number of tickets you can purchase for an event, as stipulated by the Event Partner This limit is then implemented and verified with every transaction. This restriction may be implemented per person, per credit card and, for some events, a restriction may apply per household. We reserve the right to cancel tickets purchased in excess of this number without prior notice.

6.7 Tickets may be sold subject to certain restrictions on entry or use, such as restricted, obstructed or side view or a minimum age for entry. These restrictions will always be detailed during the purchase.

6.8 Tickets are non transferable and may not be resold at inflated prices. Any resale or transfer (or attempted resale or transfer) of a ticket is grounds for seizure or cancellation of that ticket, without refund or other compensation.

6.9 You may not combine a Ticket with any hospitality, travel or accommodation service and/or any other merchandise, product or service to create a package, unless formal written permission is given by the Event Partner.

6.10 A ticket shall not be used for advertising, promotions, contests or sweepstakes, unless formal written permission is given by the Event Partner.

7. Event

7.1 It is your responsibility to ascertain whether an event has been cancelled and the date and time of any rescheduled event. If an event is cancelled or rescheduled, we will use reasonable endeavours to notify you of the cancellation once we have received the relevant authorisation from the Event Partner, using the contact details passed to us at the time of purchase. We do not guarantee that you will be informed of such cancellation before the date of the event.

7.2 Please note that advertised start times of events are subject to change.

7.3 Tickets are sold subject to the Event Partner's right to alter or vary the programme due to events or circumstances beyond its reasonable control without being obliged to refund monies or exchange tickets.

8. Refunds

8.1 Occasionally, events are cancelled, rescheduled or altered by the Event Partner for a variety of reasons. In this instance, please visit www.theticketstore.co.uk for further information.

8.2 Cancellation: If an event is cancelled (and not rescheduled), you will be offered a full refund of the sale price of your ticket(s), including the relevant per ticket booking fee but excluding the per order fulfilment fee. If an event takes place over several days and one or more day(s) is/are cancelled (but not all the days constituting the event), a partial refund only may be payable corresponding to the day(s) cancelled (including Season Tickets).

8.3 Rescheduling: Unless indicated otherwise in relation to a particular event, if an event is rescheduled, you will be offered seats at any rescheduled event (subject to availability) of a value corresponding with your original tickets. If you are unable to attend the rescheduled event, you will be offered a refund of the sale price of your ticket(s) including the relevant per ticket booking fee but excluding the per order fulfilment. You must inform us within the time specified by us if you are unable to attend the rescheduled event, otherwise we may reconfirm your booking for the rescheduled date and you will not be entitled to claim a refund.

8.4 Alterations: If an event is materially altered, you will be offered an option to either reconfirm your order for the altered event or to claim a refund (of the sale price of your ticket(s) including the relevant per ticket booking fee but excluding per order fulfilment fee), within such time as specified by us. Failure to inform us of your decision may result in your order being reconfirmed for the altered event and you will not be entitled to claim a refund. A 'material alteration' is a change which, in our and the Event Partner's reasonable opinion, makes the Event materially different to the Event that purchasers of tickets, taken generally, could reasonably expect. The use of understudies in theatre performances and/or any changes of: (i) any supporting act; (ii) members of a band; and/or (iii) the line-up of any multi-performer event (such as a festival) shall not be a material alteration.

8.5 If you have purchased from us any Item associated with an event which has been cancelled, rescheduled or altered (such as car parking or travel) and a refund of a ticket is due to you in accordance with this clause 8, we will also refund you the purchase price of such Item purchased from us, including the per item booking fee but excluding the per order fulfilment fee.

8.6 We regret that, unless paragraphs 8.2, 8.3 or 8.4 apply, tickets cannot be exchanged or refunded after purchase.

9. Liability

9.1 Personal arrangements including travel, accommodation or hospitality relating to the Event which have been arranged by you are at your own risk. We shall not be liable to you for any loss of enjoyment or wasted expenditure.

9.2 Unless otherwise stated in this clause 9, our liability to you in connection with the event and the Item you have purchased shall be limited to the price paid by you for the Item.

9.3 We can 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 a legal duty of care owed by us;
(b) in circumstances where such loss or damage is not a reasonably foreseeable result of any such breach (save for death or personal injury resulting from our negligence);
(c) to the extent that any increase in any loss or damage results from breach by you of any of the terms of this Purchase Policy and/or any terms and conditions of the Event Partner(s) or your negligence.

9.4 Nothing in this Purchase Policy seeks to exclude or limit our or the Event Partner(s)' liability for death or personal injury caused by our or the Event Partner(s)' negligence, fraud or other type of liability which cannot by law be excluded or limited.

10. Ticket Refund Protection

10.1 We do offer and strongly advise customers to purchase ticket insurance, offered through Booking Protect. All customers will be offered the opportunity to insure tickets when buying online, over the phone or in person. For details of the insurance offered, click here.

11. Gift Vouchers

11.1 For full Gift Voucher T&Cs please click here.

12. Admission and Attendance

12.1 The venue reserves the right to refuse admission should patrons breach any terms and conditions of the event or Event Partner. The venue may on occasions have to conduct security searches to ensure the safety of the patrons.

12.2 Every effort to admit latecomers will be made at a suitable break in the event, but admission cannot always be guaranteed.

12.3 There will be no pass- outs or re-admissions of any kind.

12.4 The unauthorised use of photographic and recording equipment is prohibited. Any photos, videos and/or recordings may be destroyed or deleted. Laser pens, mobile phones, dogs (except guide dogs) and a patron's own food and drink may also be prohibited (please check with the venue).

12.5 You and other ticket holders consent to filming and sound recording as members of the audience.

12.6 Prolonged exposure to noise may damage your hearing.

12.7 Special effects which may include, without limitation, sound, audio visual, pyrotechnic effects or lighting effects may be featured at an event.

13. Queries and Complaints

13.1 If you have any queries or complaints regarding your purchase, contact us, quoting your order number given to you at the conclusion of placing the order.

13.2 Because we sell Items on behalf of Event Partners, we may need to contact them for more information before responding to your complaint.

13.3 If any dispute arises, we shall use our reasonable endeavours to consult or negotiate in good faith, and attempt to reach a just and equitable settlement satisfactory to you, us and the Event Partner.