Terms and Conditions

Last updated: August 2026

1. Role of Tix-It

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

1.2 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.

2. General Refund Policy

2.1 All ticket purchases are final once payment has been successfully processed.

2.2 Tickets cannot be cancelled, refunded, or exchanged except in the limited circumstances expressly set out in these Terms.

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

3. Customer-Initiated Non-Attendance

3.1 If the Customer is unable to attend an Event for any reason (including death, illness, travel issues, personal commitments, or error in booking), no refund will be issued.

3.2 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.

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

4. Cancelled Events

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

4.2 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.

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

5. Rescheduled Events

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

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

5.3 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.

6. Material Changes to Events

6.1 A “Material Change” means a significant alteration that fundamentally changes the nature of the Event.

6.2 Minor changes (including line-up changes, supporting acts, or use of understudies) do not qualify as Material Changes.

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

7. Force Majeure

7.1 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.

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

8. Outdoor Events and Adverse Weather

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

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

9. Refusal of Entry / Ejection

9.1 No refund will be issued if:

• the Customer is refused entry due to non-compliance with venue rules;
• the Customer is ejected for misconduct;
• tickets are invalid, altered, or improperly obtained.

10. Third-Party Purchases

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

10.2 Refund requests must be directed to the original seller.

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

11. Refund Processing Conditions

11.1 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.

11.2 Customers must submit refund requests within the timeframe specified by Tix-It or the Event Partner.

12. Exclusion of Liability

12.1 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.

12.2 Tix-It’s total liability shall not exceed the amount paid for the ticket.

13. Discretion and Final Authority

13.1 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.

13.2 Tix-It reserves the right to amend refund policies at any time, provided such changes do not affect completed transactions.

Contact us

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