Terms and Conditions

Last updated: August 2026

1. Definitions and Interpretation

1.1 In these Terms, unless the context requires otherwise:

• “Customer”, “you” or “your” means the person who purchases or holds a Ticket;
• “Event” means the performance, show or event to which a Ticket relates;
• “Event Partner” means the promoter, producer, venue or other organiser responsible for staging the Event;
• “Terms” means these terms and conditions as amended from time to time;
• “Ticket” means any ticket, e-ticket or other document or code issued by us that evidences a right of admission to an Event;
• “Tix-It”, “we”, “us” or “our” means Tix-It (London) Ltd, company number 17192672; and
• “Website” means tix-it.co.uk.

1.2 Where an Event Partner or venue publishes its own terms and conditions for an Event (for example, house rules or bag policies), those terms will apply to matters of venue access, conduct and admission on the day. These Terms apply to your contract with us for the sale of the Ticket, including price, payment, delivery and refunds. If there is a conflict between the two on any other matter, we will make clear which terms apply at the point of booking.

2. Role of Tix-It

2.1 Tix-It acts solely as a ticketing agent or provider on behalf of event organisers, promoters, venues, and/or producers (the Event Partner).

2.2 The contract for the Event itself is between the Customer and the Event Partner. Tix-It is responsible only for the facilitation of ticket sales.

3. General Refund Policy

3.1 All ticket purchases are final once payment has been successfully processed, except as set out in clause 3.2 or where you have a right that cannot be excluded under consumer law (see clause 18, Your Statutory Rights).

3.2 Tickets cannot be cancelled, refunded, or exchanged except (a) in the circumstances expressly set out in these Terms, including clauses 8 (Alterations to the Programme, Cancelled and Rescheduled Events), 8.8 (Material Changes) and 14 (Exclusion and Limitation of Liability); or (b) where you are entitled to a refund, replacement or other remedy under consumer law.

3.3 Any refund issued outside of these circumstances is entirely at Tix-It’s sole discretion.

3.4 A summary of your refund rights under these Terms is shown to you before you complete your purchase.

4. Price and Payment

4.1 The price of each Ticket, together with any booking or administration fee, is shown to you before you complete your purchase and is inclusive of all mandatory charges payable to complete the booking.

4.2 We accept payment by the methods shown at checkout. Payment is processed securely by our payment provider; we do not store your full card details.

4.3 If we discover a pricing error after you have placed an order, we will contact you as soon as possible and give you the option of reconfirming your order at the correct price, or cancelling it for a full refund.

5. Delivery of Tickets

5.1 Tickets are delivered by the method shown at checkout (for example, e-ticket by email, mobile ticket, print-at-home, or collection at the venue box office). We will tell you when to expect your Tickets at the time of booking.

5.2 If your Tickets have not arrived by the time stated, please contact us at tickets@tix-it.co.uk as soon as possible and in any event before the Event, so we can investigate and, where appropriate, arrange for replacement Tickets or confirm your booking at the venue box office.

6. Ticket Validity, Loss, Damage and Replacement

6.1 A Ticket is valid only for the Event, date, time and, where applicable, seat stated on it.

6.2 If your Ticket is lost, stolen or destroyed, contact us at tickets@tix-it.co.uk. Where the Event page states that replacement Tickets are available, we will reissue your Ticket subject to identity checks and, where stated at the time of booking, an administration fee. Where replacement Tickets are not available for a particular Event, this will be stated on the Event page before you complete your purchase.

6.3 Where a venue reconfigures seating, or your seat has a restricted or obstructed view that was not disclosed at the time of booking, we or the Event Partner may offer alternative seating of comparable or better value.

6.4 Concession Tickets (for example, child, student or senior pricing) may require proof of eligibility on entry. Admission may be refused, without refund, if valid proof is not provided.

6.5 The design, branding and content of Tickets, and any associated artwork, are the intellectual property of Tix-It and/or the Event Partner and may not be reproduced or used for resale, marketing or any other commercial purpose without prior written consent.

7. Customer-Initiated Non-Attendance

7.1 If you are unable to attend an Event for personal reasons, for example bereavement, illness, travel disruption, or a change of plans, no refund will be issued. This clause does not apply to a booking error caused by us; where we are responsible for a booking error, clause 14 (Exclusion and Limitation of Liability) and your statutory rights apply instead.

7.2 Tix-It may, at its discretion and subject to availability, offer a ticket exchange provided:

• the request is made at least 48 hours before the Event;
• tickets are exchanged for equal or higher value; and
• any applicable exchange fee is paid.

7.3 Where Tix-It is bound by Event Partner policies that do not permit exchanges, no exchange or refund will be offered under any circumstance.

8. Alterations to the Programme, Cancelled and Rescheduled Events

8.1 If an Event is cancelled by the Event Partner, Customers may be entitled to a refund.

8.2 Refunds will:

• be limited to the face value of the ticket excluding any administration or booking fees (unless otherwise required by law or agreed by the Event Partner);
• exclude delivery fees, transaction fees, and any additional costs unless stated otherwise.

8.3 Tix-It shall not be liable for any additional losses, including travel, accommodation, or other expenses.

8.4 It is your responsibility to check for updates on cancellations or rescheduling. We will use reasonable endeavours to notify you of any cancellation or Material Change (see clause 8.8) using the contact details you gave us at booking, but we recommend you also check the Event Partner’s and venue’s own channels closer to the Event date.

8.5 If an Event is rescheduled, tickets will remain valid for the new date.

8.6 Customers who cannot attend the rescheduled date may request a refund only if authorised by the Event Partner.

8.7 Where refunds are permitted:

• requests must be made within the specified timeframe notified by Tix-It;
• failure to request within this period will result in forfeiture of refund eligibility.

Material Changes to Events

8.8 A “Material Change” means a change which, in our reasonable opinion, makes the Event materially different to what purchasers taken generally could reasonably expect when they bought their Ticket.

8.9 The use of an understudy does not, of itself, qualify as a Material Change. Whether a change to the advertised line-up or supporting acts is a Material Change will depend on the circumstances. For example, the withdrawal of a headline act from a music Event is likely to be a Material Change, whereas a change to a supporting act on a multi-artist festival bill is less likely to be.

8.10 Where a Material Change occurs, refunds may be offered at Tix-It’s reasonable discretion and subject to Event Partner approval.

9. Force Majeure

9.1 Tix-It shall not be liable for failure to perform obligations due to events beyond reasonable control, including but not limited to:

• war;
• terrorism;
• extreme weather;
• strikes or civil unrest;
• transport disruption;
• public health restrictions;
• natural disasters;
• theft or malicious damage of essential equipment;
• acts or regulations of national or local governments.

9.2 Refunds in such cases will be subject strictly to the Event Partner’s policy, and Tix-It has no independent obligation to provide compensation.

10. Outdoor Events and Adverse Weather

10.1 Events proceeding despite adverse weather conditions are not eligible for refunds.

10.2 If an Event is curtailed or partially completed, refunds will only be provided if the Event Partner explicitly authorises them.

11. Conduct, Admission, Refusal of Entry and Ejection

11.1 No refund will be issued if you are refused entry, asked to leave, or ejected from the venue because:

• your Ticket is invalid, altered, duplicated, or not being used by its original purchaser without our authorisation;
• you are or appear to be under the influence of alcohol or drugs to a degree that may affect the safety or enjoyment of other attendees;
• you behave in a violent, threatening, abusive or disorderly manner;
• you are in possession of a prohibited item (for example, weapons, unauthorised recording equipment, or outside food or drink where the venue does not permit this);
• you refuse a reasonable security search requested by venue staff;
• you do not meet an age or other entry restriction stated for the Event; or
• you fail to follow reasonable health and safety instructions given by venue staff.

11.2 Recording: filming, photography or audio recording may be restricted or prohibited at certain Events. Any Event-specific restrictions will be stated on the Event page or at the venue.

11.3 Searches: venues may carry out security searches on entry. Admission may be refused if you decline a reasonable search.

11.4 Latecomers: admission for latecomers is at the discretion of the venue and may be delayed until a suitable break in the performance. Late arrival does not, of itself, entitle you to a refund or exchange.

11.5 Re-entry: once admitted, re-entry to the venue may not be permitted. Please check the specific venue’s policy before you leave.

12. Third-Party Purchases

12.1 Tix-It is not responsible for tickets purchased via third-party resellers.

12.2 Refund requests must be directed to the original seller.

12.3 Tickets purchased in breach of resale laws or these Terms are void and non-refundable.

13. Refund Processing Conditions

13.1 Refunds (where applicable) will:

• be paid only to the original purchaser;
• be issued using the original payment method where possible;
• exclude non-refundable fees unless required by law;
• exclude any administration or booking fees.

13.2 Customers must submit refund requests within the timeframe specified by Tix-It or the Event Partner. This does not affect any right you have under consumer law to a refund, replacement or other remedy; see clause 18 (Your Statutory Rights).

14. Exclusion and Limitation of Liability

14.1 Tix-It shall not be liable for:

• indirect or consequential losses and damages;
• travel or accommodation costs;
• customer error at booking;
• failure to attend an Event.

14.2 Subject to clause 14.3, Tix-It’s total liability to you shall not exceed the amount paid for the Ticket.

14.3 Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded by law.

15. Data Protection

15.1 We process your personal data in accordance with our Privacy Policy, which is available at tix-it.co.uk/privacy-policy/ and forms part of these Terms.

15.2 If you wish to exercise any right you have in relation to your personal data, please contact us at tickets@tix-it.co.uk.

16. Complaints

16.1 If you are unhappy with any aspect of your booking, please contact us at tickets@tix-it.co.uk in the first instance and we will do our best to resolve it.

17. Amendments to these Terms

17.1 All decisions regarding refunds, exchanges, and claims are made:

• in accordance with these Terms;
• subject to Event Partner policies;
• at Tix-It’s reasonable discretion where applicable.

17.2 We may amend these Terms where required to reflect a change in law or regulation, or STAR’s Code of Practice. We will not make any other change to these Terms once you have made a booking in a way that reduces your rights in respect of that booking.

18. Your Statutory Rights

18.1 Nothing in these Terms affects your statutory rights as a consumer, including under the Consumer Rights Act 2015. For more information about your rights, contact the Citizens Advice consumer helpline at www.citizensadvice.org.uk.

19. General

19.1 Waiver. If we do not insist that you comply with any of these Terms, that does not mean we have waived our right to do so at a later date.

19.2 Assignment. We may transfer our rights and obligations under these Terms to another organisation. This will not affect your rights or our obligations to you. You may not transfer your rights or obligations under these Terms to another person without our written consent.

19.3 Severability. If any part of these Terms is found to be unlawful or unenforceable, the rest will continue to apply.

19.4 Third party rights. Except for the Event Partner, a person who is not party to these Terms has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any of these Terms.

19.5 Entire agreement. These Terms, together with your booking confirmation and our Privacy Policy, are the entire agreement between you and us in relation to your Ticket purchase.

19.6 No partnership. Nothing in these Terms creates a partnership or agency relationship between you and us, or between us and any Event Partner.

19.7 Governing law and jurisdiction. These Terms are governed by the law of England and Wales. Any dispute arising out of or in connection with these Terms is subject to the exclusive jurisdiction of the courts of England and Wales.

20. Contact us

If you have any questions about these Terms, email us at tickets@tix-it.co.uk.