FairTickets Ticket Purchase Terms

The event you are buying a ticket for is organised and supplied by the event organiser named on the event page. Your contract for the event itself is with that organiser, not with FairTickets.

FairTickets provides the ticketing software and administrative tools that let the organiser publish the event, take payment, deliver tickets and (where the organiser chooses) administer refunds. FairTickets is a disclosed ticketing technology and administrative agent — we are not the event organiser, promoter, venue, performer, seller or merchant of record for the underlying event.

Payments for tickets are processed directly through the organiser's connected payment processor account. FairTickets does not receive, hold, safeguard or control the organiser's ticket proceeds and is not obliged to reimburse customers from its own funds.

Each organiser connects their own payment processor account (for example, a Stripe account they own). When you pay for a ticket, the payment is processed for the organiser through that connected account. FairTickets may deduct or receive a platform fee through the payment processor as part of the same transaction, but ticket proceeds themselves belong to the organiser and are settled to the organiser under the payment processor's terms — not held by FairTickets.

This means the organiser is responsible for keeping sufficient funds in that account to meet any refunds, chargebacks and processor fees relating to their events.

Your ticket contract with the organiser becomes binding only once all of the following occur:

• your payment has been authorised and captured through the organiser's payment account;
• a ticket has been successfully allocated to you;
• a confirmation email with an order reference has been sent.

If any of those steps fails, the payment will be reversed. Adding items to your basket or reaching the payment page does not, on its own, form a contract.

Prices are shown in GBP (£) and include VAT where it applies. Any per-order service fees are shown clearly before payment. Where a price is obviously wrong (for example, a decimal-point error a reasonable customer would recognise as a mistake), the organiser may cancel the affected order and refund it in full instead of honouring the incorrect price.

Under UK consumer law, dated leisure and event tickets are exempt from the statutory 14-day cooling-off right. That means you are not automatically entitled to change your mind and cancel once your purchase is complete. Your other statutory rights — including rights when an event is cancelled, rescheduled, or materially altered — are unaffected.

Different rules apply to eligible physical merchandise; see Merchandise.

Tickets are electronic. Each ticket carries a unique QR code scanned at entry. To keep entry secure and prevent duplicate use:

• do not share screenshots or photographs of your QR code;
• only the QR code in your FairTickets account or original confirmation is valid;
• transferring a ticket outside FairTickets does not transfer entry rights and may invalidate the ticket;
• a QR that has already been scanned will not admit a second person.

Entry is subject to the organiser's and venue's rules, including age limits, ID requirements, last-entry times, accessibility arrangements, prohibited items and safety controls. Where the organiser has given us this information it is shown on the event page before purchase; significant restrictions the organiser has provided are surfaced clearly, but we cannot summarise the venue's own external rules exhaustively.

Attendees who cannot satisfy age or ID checks, or who breach venue rules, may be refused entry without a refund.

Cancellations, postponements, venue changes, line-up changes and material alterations to the event are the organiser's responsibility. The organiser is also responsible for telling ticket-holders when any of these happen and for funding any refunds owed.

Where an event is cancelled you are typically entitled to a refund of the ticket price from the organiser. Where an event is rescheduled your ticket normally remains valid for the new date; if you cannot attend the new date, you may request a refund from the organiser. Where the event is materially altered on an objective reasonable-customer test (for example, the headline act is replaced, the venue is changed to somewhere significantly different, or a substantial part of the advertised programme is removed), you may request a refund. Minor changes (support-act substitutions, running-order changes, minor stage or seating adjustments) are not material alterations.

Your statutory rights as a UK consumer, and any chargeback rights available through your card issuer or bank, are not affected by these terms.

Refunds, cancellations and event changes are the organiser's responsibility. Any refund decision is made by the organiser, is subject to the organiser's own refund policy shown on the event page, and is funded from the organiser's payment account — not from FairTickets. FairTickets does not guarantee, underwrite, or pay refunds from its own money.

FairTickets provides tools that help you contact the organiser and, where the organiser uses them, help the organiser process the refund through the same payment channel that took your money. Where a refund is issued this way it typically returns to your original payment method and appears within 5–10 working days depending on your bank.

If the organiser fails to respond or does not have sufficient funds in their payment account to complete an approved refund, FairTickets cannot force the payment on their behalf. You keep the right to raise the issue with your card issuer or bank (a chargeback) and any other rights you have under UK consumer law.

A change-of-mind request is not automatically refundable. Some events operate an official face-value return system; where they do, refunds are only issued when your ticket is successfully resold at face value to another buyer.

Where the organiser has enabled transfers, you can transfer a ticket to a named recipient through FairTickets. A new QR is generated for the recipient and the previous QR is invalidated. Transfers outside FairTickets are not permitted.

Where the organiser has enabled official returns, you can return a face-value ticket into a resale queue. Resale is at face value only — resale above face value is prohibited and will result in cancellation without refund.

Joining a waitlist does not guarantee a ticket. If tickets become available they are offered in strict queue order, subject to your stated ticket-type and quantity preferences, at face value. You will have a limited window to complete purchase; if you do not, the reservation expires and moves to the next person in the queue.

FairTickets may in future offer an "Auto-Match" feature that lets you pre-authorise a face-value purchase if a matching ticket appears. When enabled it will always: use only your explicit pre-authorised parameters, charge no more than face value plus disclosed fees, and let you cancel the pre-authorisation at any time before it is used. Until you expressly opt in to a specific Auto-Match, no such charge will be taken.

Merchandise ordered through FairTickets is sold by the organiser and normally collected at the event. If a collected item is faulty or has been misdescribed you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015; that claim lies against the organiser as the seller. For eligible physical goods bought at distance and not collected at the event, the usual 14-day right to change your mind applies — this right does not apply to event tickets or to items collected in person.

If you lose access to the device holding your ticket, sign in on another device to retrieve the QR. If you cannot access your account, contact support@fairtickets.example. We will help you recover access after appropriate identity checks; we will not simply reissue a ticket without verifying you are the buyer.

Automated and manual fraud checks may be run on orders. Where FairTickets or the organiser places a hold on an order or cancels a suspected fraudulent purchase, we will tell you what we can without prejudicing the investigation and give you a route to appeal to support@fairtickets.example. Where a cancellation is later found to have been wrong, the payment will be refunded and — where the event has not sold out — a ticket reinstated where possible.

The event organiser is responsible for delivering the event and for everything that happens at it, including artist performance, venue safety and accessibility, licensing, permitted content, and the customer experience at the event. FairTickets is not responsible for event quality, safety, cancellation, postponement, venue access, performer changes, non-delivery, or refunds owed by the organiser, except to the extent liability cannot lawfully be excluded.

FairTickets is responsible for its own acts and omissions in operating the platform: taking payment correctly through the organiser's payment account, delivering valid tickets, keeping your data secure in line with our Privacy Notice, and running the site with reasonable care and skill.

Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or anything else that cannot lawfully be limited. Where FairTickets is legally liable to a consumer, that liability is limited to losses reasonably foreseeable at the time of your purchase. Nothing in these terms is an "as is" disclaimer and nothing removes your statutory rights as a UK consumer, including your rights under the Consumer Rights Act 2015 and your rights against your card issuer or bank.

Neither FairTickets nor the organiser is liable for failure caused by events genuinely outside their reasonable control. Force majeure does not remove your right to a refund from the organiser where an event is cancelled or so materially altered that the reasonable-customer test is met, or your statutory and chargeback rights.

For issues with the event itself (cancellation, refund, entry, on-the-night problems), contact the organiser first — their contact route is on the event page and in your order confirmation. For issues with the FairTickets platform (login, ticket delivery, payment errors) contact support@fairtickets.example. These terms are governed by the laws of England and Wales. UK consumers may bring proceedings in the courts of their home jurisdiction. We do not require mandatory arbitration and we do not waive class actions.