Terms & Conditions
Please read these terms and conditions carefully before using this site
These terms of use (together with the documents referred to in them) set out the rules governing your use of our website ("our site"), whether as a guest or a registered user. Use of our site includes accessing, browsing, or registering to use our site.
Please read these terms of use carefully before you start to use our site, as these will apply to your use of our site. We also recommend that you print a copy for future reference. By using our site, you confirm that you accept these terms of use and that you agree to comply with them. If you do not agree to these terms of use, you must not use our site. Privacy and Cookies
You can find full details about how we collect, store and use your personal information in our Privacy Policy. Information about the cookies used on this site and how to manage them can be found in our Cookie Policy.
Other applicable terms
If you purchase goods or services through our site, the relevant terms and conditions of supply for the relevant product or service will also apply. These will be clearly signposted on our site or during the order process.
Changes to these terms of use or to our site
We may revise these terms of use at any time by amending this page. Please check this page from time to time to take notice of any changes we made, as they are binding on you. We may also update our site from time to time, and may change the content at any time. However, please note that any of the content on our site may be out of date at any given time, and we are under no obligation to update it. Some of the provisions contained in these terms of use may also be superseded by provisions or notices published elsewhere on our site. We do not guarantee that our site, or any content on it, will be free from errors or omissions.
Accessing our site
Our site is made available free of charge. We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. Access to our site is permitted on a temporary basis. We may suspend, withdraw, discontinue or change all or any part of our site without notice. We will not be liable to you if for any reason our site is unavailable at any time or for any period. You are responsible for making all arrangements necessary for you to have access to our site. You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.
Acceptable use
You may use our site only for lawful purposes. You may not use our site:
- In any way that breaches any applicable local, national or international law or regulation.
- In any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect.
- For the purpose of harming or attempting to harm minors in any way.
- To send, knowingly receive, upload, download, use or re-use any material which does not comply with our content standards.
- To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam).
- To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.
You also agree:
- Not to reproduce, duplicate, copy or re-sell any part of our site in contravention of these terms of use.
- Not to access without authority, interfere with, damage or disrupt any part of our site, any equipment or network on which our site is stored, any software used in the provision of our site or any equipment or network or software owned or used by any third party.
Interactive services
We may from time to time provide interactive services on our site, including, without limitation, chat rooms, bulletin boards and blogs ("interactive services"). Where we do provide any interactive service, we will provide clear information to you about the kind of service offered, if it is moderated and what form of moderation is used (including whether it is human or technical). Where we do moderate an interactive service, we will normally provide you with a means of contacting the moderator, should a concern or difficulty arise.
We will do our best to assess any possible risks for users from third parties when they use any interactive service provided on our site, and we will decide in each case whether it is appropriate to use moderation of the relevant service (including what kind of moderation to use) in the light of those risks. However, we are under no obligation to oversee, monitor or moderate any interactive service we provide on our site, and we expressly exclude our liability for any loss or damage arising from the use of any interactive service by a user in contravention of our content standards, whether the service is moderated or not.
Our site is not intended for children under the age of 13. We advise parents who permit their children above this age to use an interactive service that it is important that they communicate with their children about their safety online, as moderation is not fool proof. Minors who are using any interactive service should be made aware of the potential risks to them.
Content Standards
These content standards apply to any and all material which you contribute to our site ("contributions"), and to any interactive services associated with it. You must comply with the spirit and the letter of the following standards. The standards apply to each part of any contribution as well as to its whole. You warrant that any such contribution does comply with the standards listed below, and you will be liable to us and indemnify us for any breach of this warranty.
Contributions must be accurate (where they state facts), be genuinely held (where they state opinions) and comply with applicable law in the UK and in any country from which they are posted.
Contributions must not:
- Contain any material which is defamatory of any person.
- Contain any material which is obscene, offensive, hateful or inflammatory.
- Promote sexually explicit material.
- Promote violence.
- Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.
- Infringe any copyright, database right or trade mark of any other person.
- Be likely to deceive any person.
- Be made in breach of any legal duty owed to a third party, such as a contractual duty or a duty of confidence.
- Promote any illegal activity.
- Be threatening, abuse or invade another’s privacy, or cause annoyance, inconvenience or needless anxiety.
- Be likely to harass, upset, embarrass, alarm or annoy any other person.
- Be used to impersonate any person, or to misrepresent your identity or affiliation with any person.
- Give the impression that they emanate from us, if this is not the case.
- Advocate, promote or assist any unlawful act e.g. copyright infringement or computer misuse.
Accounts and passwords
If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use. If you have any concerns regarding your user identification code or password or become aware of any misuse then you must inform us immediately.
Ownership of rights
We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
The content on our site is made available for your personal non-commercial use only and you may only download such content for the purpose of using this site. You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors. Other than as set out in these terms of use, any other use of the content on this site is strictly prohibited and you agree not to (and agree not to assist any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such content.
No reliance on information
The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up-to-date.
LIMITATION OF OUR LIABILITY
Nothing in these terms of use excludes or limits our liability for death or personal injury arising from our negligence, or our fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.
To the extent permitted by law, we exclude all conditions, warranties, representations or other terms which may apply to our site or any content on it, whether express or implied.br />
We will not be liable to any user for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with your use of, or inability to use, our site or your use of or reliance on any content displayed on it.
If you are a business user, please note that in particular, we will not be liable for loss of profits, sales, business, or revenue, business interruption, loss of anticipated savings, loss of business opportunity, goodwill or reputation or any indirect or consequential loss or damage.
If you are a consumer user, please note that we only provide our site for domestic and private use.
You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
We will not be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our site or to your downloading of any content on it, or on any website linked to our site.
Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any goods or services by us to you, which will be set out in our terms and conditions of supply.
Viruses
We do not guarantee that our site will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes and platform in order to access our site. You should use your own virus protection software.
You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack.
Third party links and resources on our site
Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only and should not be interpreted as endorsement by us of those linked websites. We have no control over the contents of those sites or resources and accept no responsibility for them or for any loss or damage that may arise from your use of them.
Suspension and termination
We will determine, in our discretion, whether there has been a breach of these terms of use through your use of our site. When a breach of this policy has occurred, we may take such action as we deem appropriate. Failure to comply with these terms of use may result in our taking all or any of the following actions:
- Immediate, temporary or permanent withdrawal of your right to use our site.
- Immediate, temporary or permanent removal of any posting/material uploaded by you to our site.
- Issue of a warning to you.
- Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach.
- Further legal action against you.
- Disclosure of such information to law enforcement authorities as we reasonably feel is necessary.
We exclude liability for actions taken in response to breaches of these terms of use. The responses described in this policy are not limited, and we may take any other action we reasonably deem appropriate.
Applicable law
If you are a consumer, please note that these terms of use, its subject matter and its formation, are governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. If you are a business, these terms of use, its subject matter and its formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.
Thank you for visiting our site.
The National Exhibition Centre Limited, The National Exhibition Centre, Birmingham, West Midlands, B40 1NT.
Registered in England with Company Number 0097939. VAT Number 670 3116 63.
The National Exhibition Centre Limited operates using the trading names NEC Group, the NEC, the ICC, the Genting Arena, the Barclaycard Arena, Amadeus, The Ticket Factory, NEC Group International, Amplify, Eight Feet Tall and MemoryHaus.
NEC Group Website Terms of Use – May 2018
We, The Ticket Factory (a trading name of The National Exhibition Centre Limited) of The NEC, Birmingham, B40 1NT license you to use:
a) The Ticket Factory mobile application software, the data supplied with the software, and any updates or supplements to it; and
b) the service you connect to via the mobile application software and the content we provide to you through it.
(together the "App”)
as permitted in these terms.
1. Privacy
Privacy and Cookies - You can find full details about how we collect, store and use your personal information in our Privacy Policy. Information about the cookies used on this site and how to manage them can be found in our Cookie Policy.
Please be aware that internet transmissions are never completely private or secure and that any message or information you send using the App may be read or intercepted by others, even if there is a special notice that a particular transmission is encrypted.
2. Other applicable terms
If you purchase goods or services through the App, the relevant terms and conditions of supply for the relevant product or service will also apply. These will be clearly signposted during the order process.
The ways in which you can use the App may also be controlled by the rules and policies of the relevant app store from which you have downloaded the App and those rules and policies will apply instead of these terms where there are differences between the two.
3. Changes to these terms of use or to the App
We may revise these terms of use at any time by amending this page. Please check this page from time to time to take notice of any changes we made, as they are binding on you. We may also update the App from time to time, and may change the content at any time. However, please note that any of the content on the App may be out of date at any given time, and we are under no obligation to update it. Some of the provisions contained in these terms of use may also be superseded by provisions or notices published elsewhere on the App. We do not guarantee that the App or any content on it, will be free from errors or omissions.
4. Acceptable use
You must not:
a) use the App in any way that breaches any applicable local, national or international law or regulation.
b) use the App in any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect.
c) use the App for the purpose of harming or attempting to harm minors in any way.
d) use the App to transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam).
e) use the App to knowingly transmit any data, send or upload any material that contains viruses, trojans, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware. You must not attempt to gain unauthorised access to the App, the server on which the App is stored or any server, computer or database connected to the App. You must not attack the App via a denial-of-service attack or a distributed denial-of service attack.
f) You must not misuse the App by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful.
g) infringe our intellectual property rights or those of any third party in relation to your use of the App (to the extent that such use is not licensed by these terms);
h) transmit any material that is defamatory, offensive or otherwise objectionable in relation to your use of the App;
i) use the App in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users;
j) collect or harvest any information or data from our systems or attempt to decipher any transmissions to or from the servers running the App;
k) rent, lease, sub-license, loan, provide, or otherwise make available, the App in any form, in whole or in part to any person without prior written consent from us;
l) copy the App, except as part of the normal use of the App;
m) translate, merge, adapt, vary, alter or modify, the whole or any part of the App nor permit the App or any part of them to be combined with, or become incorporated in, any other programs, except as necessary to use the App on devices as permitted in these terms; nor
a) disassemble, de-compile, reverse engineer or create derivative works based on the whole or any part of the App nor attempt to do any such things.
5. Limitations to the app
The App is provided for general information only. It is not intended to amount to advice on which you should rely. Although we make reasonable efforts to update the information provided by the App, we make no representations, warranties or guarantees, whether express or implied, that such information is accurate, complete or up-to-date.
Please back-up content and data used with the App. We recommend that you back up any content and data used in connection with the App, to protect yourself in case of problems with the App.
Check that the App is are suitable for you. The App has not been developed to meet your individual requirements. Please check that the facilities and functions of the App (as described on the appstore site) meet your requirements.
We are not responsible for events outside our control. If our provision of the App or support for the App is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event.
6. Accounts and passwords
If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use. If you have any concerns regarding your user identification code or password or become aware of any misuse then you must inform us immediately.
7. Ownership of rights
We are the owner or the licensee of all intellectual property rights in the App, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
The content on the App is made available for your personal non-commercial use only and you may only download such content for the purpose of using this App. You must not use any part of the content on the App for commercial purposes without obtaining a licence to do so from us or our licensors. Other than as set out in these terms of use, any other use of the content on the App is strictly prohibited and you agree not to (and agree not to assist any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such content.
8. LIMITATION OF OUR LIABILITY
Nothing in these terms of use excludes or limits our liability for death or personal injury arising from our negligence, or our fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.
To the extent permitted by law, we exclude all conditions, warranties, representations or other terms which may apply to the App, whether express or implied.
We will not be liable to any user for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with your use of, or inability to use, the App or your use of or reliance on any content displayed on it.
If you are a business user, please note that in particular, we will not be liable for loss of profits, sales, business, or revenue, business interruption, loss of anticipated savings, loss of business opportunity, goodwill or reputation or any indirect or consequential loss or damage.
If you are a consumer user, please note that we only provide the App for domestic and private use.
You agree not to use the App for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
We will not be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of the App or to your downloading of any content on it, or on any website linked to the App.
Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any goods or services by us to you, which will be set out in our terms and conditions of supply.
9. Viruses
We do not guarantee that the App will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes and platform in order to access the App. You should use your own virus protection software.
10. Third party links and resources on the App
Where the App contains links to other sites and resources provided by third parties, these links are provided for your information only and should not be interpreted as endorsement by us of those linked websites. We have no control over the contents of those sites or resources and accept no responsibility for them or for any loss or damage that may arise from your use of them.
11. Suspension and termination
We will determine, in our discretion, whether there has been a breach of these terms of use through your use of the App. When a breach of this policy has occurred, we may take such action as we deem appropriate. Failure to comply with these terms of use may result in our taking all or any of the following actions:
- Immediate, temporary or permanent withdrawal of your right to use the App.
- Issue of a warning to you.
- Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach.
- Further legal action against you.
- Disclosure of such information to law enforcement authorities as we reasonably feel is necessary.
We exclude liability for actions taken in response to breaches of these terms of use. The responses described in this policy are not limited, and we may take any other action we reasonably deem appropriate.
12. Support for the App and how to tell us about problems
Support. If you want to learn more about the App or have any problems using them please take a look at our support resources by clicking here or visiting our Contact Us section.
Contacting us (including with complaints). If you think the App are faulty or misdescribed or wish to contact us for any other reason please email our customer service team at [email protected] or use the Contact Us section within the App.
How we will communicate with you. If we have to contact you we will do so by email using the contact details you have provided to us.
13. How you may use the app, including how many devices you may use it on
In return for your agreeing to comply with these terms you may:
a) download or stream a copy of the App onto your mobile devices and view, use and display the App on such devices for your personal purposes only; and
b) receive and use any free supplementary software code or update of the App incorporating “patches” and corrections of errors as we may provide to you.
You must be 18 or over to accept these terms and download the App.
We are giving you personally the right to use the App as set out above. You may not otherwise transfer the App to someone else, whether for money, for anything else or for free. If you sell any device on which the App is installed, you must remove the App from it.
14. If someone else owns the phone or device you are using
If you download or stream the App onto any phone or other device not owned by you, you must have the owner’s permission to do so. You will be responsible for complying with these terms, whether or not you own the phone or other device.
15. We may collect technical data about your device
By using the App, you agree to us collecting and using technical information about the devices you use the App on and related software, hardware and peripherals to improve our products and to provide any services to you.
16. We may collect location data (but you can turn location services off)
Certain services including Discover, will make use of location data sent from your devices. You can turn off this functionality at any time by turning off the location services settings for the App on the device. If you use these services, you consent to us and our affiliates’ and licensees’ transmission, collection, retention, maintenance, processing and use of your location data and queries to provide and improve location-based products and services. You may stop us collecting such data at any time by turning off the ’Share My Location’ functionality in Settings.
17. Applicable law
If you are a consumer, please note that these terms of use, its subject matter and its formation, are governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. If you are a business, these terms of use, its subject matter and its formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.
Last Updated April 2019
These terms and conditions apply to tickets purchased from this site. These terms and conditions do not and shall not affect your statutory rights as a consumer. For further information about your statutory rights contact Citizens Advice (www.adviceguide.org.uk).
The Ticket Factory is the operator of this site and offers tickets for sale on this site on behalf of promoters, venues or other persons (“Ticket Suppliers”). Any ticket sold on this site is sold by The Ticket Factory on behalf of the Ticket Supplier.
Any purchase of a ticket from us is subject to: a) these terms and conditions, b) any special conditions and/or restrictions which we will have brought to your attention during the ticket purchase process; and c) the Ticket Supplier’s terms and conditions, which can be found on their website (you will be told who the Ticket Supplier is during the ticket purchase process, or can contact us at any time to find out).
By using the Ticket Factory website, you represent that you are a consumer, and not a business, trader or person engaged in the resale of tickets. Purchasing tickets as, or on behalf of, a business or trader engaged in the resale of tickets is strictly prohibited.
Purchasing your ticket
The purchase of tickets on this site is subject to availability and subject to acceptance by The Ticket Factory.
We use our best efforts to ensure that the prices of tickets displayed are correct. It is always possible that, despite our best efforts, some tickets on our site may be incorrectly priced. If we discover an error in the price of a ticket you have ordered we will contact you to inform you of this error. You will have the option of continuing with the purchase at the correct price or cancelling your order. If we are unable to contact you using the contact details provided during the order process, we will treat the order as cancelled and notify you of the cancellation.
For certain events, Ticket Suppliers may apply restrictions to tickets. Where a restriction applies to the number of tickets that may be purchased (whether per person, per credit card or per household) and tickets are purchased in excess of this number we may cancel the excess tickets.
Certain events may not be appropriate for children and an age restriction will apply. Please note that where age restrictions apply you will need to bring proof of age - we will refuse entry to anyone who is, or appears to be, under the applicable age.
If we suspect that your ticket has been purchased fraudulently we may cancel your booking.
Ticket fees applicable to your ticket
Fees may be payable for the purchase of the ticket. Details of all fees payable for your tickets will be clearly set out during the purchase process.
Fees may include a fee per ticket and/or a fee per order. For certain venues a renovation levy/facilities fee may also apply.
Receiving your tickets
Your tickets will be posted to the billing address of the debit/credit card holder. For e-tickets, your e-ticket will be sent to the email address registered during the ordering process.
We aim to dispatch your tickets as soon as possible however we are not able to specify the exact date of dispatch. If you have not received your tickets 5 days prior to the event, please contact us with details of your booking.
In certain circumstances it may be necessary to collect your tickets from the venue. If you are collecting your tickets from the venue, please bring your acknowledgement of order and the credit/debit card used to make the order with you.
When you receive your tickets please carefully check them as mistakes cannot always be rectified.
If your tickets are returned to us we may choose to cancel your booking and refund you the ticket price (including all fees except any delivery fees (“Ticket Price”)). We may be unable to issue replacement tickets for lost, stolen, damaged or destroyed tickets due to restrictions by the Ticket Supplier. When you receive your tickets, please keep them in a secure place. We will not be responsible for any tickets that are lost, stolen, damaged or destroyed.
Reselling your tickets
Tickets are for personal use only. If you are no longer able to attend the event you may re-sell your ticket for the Ticket Price (plus any delivery fees) unless it is prohibited by law, or the Ticket Supplier has advised you otherwise during the booking process. It is your responsibility to check with the Ticket Supplier before offering tickets for resale. Any re-sale of tickets must incorporate these terms and conditions.
Tickets sold or being offered for sale for a profit (i.e. above the Ticket Price (plus any delivery fees)) is strictly prohibited and both we and the Ticket Supplier reserve the right to cancel such tickets without refund and/or refuse entry to the event. We and the Ticket Supplier also reserve the right to blacklist you if you resell your ticket(s) in breach of these terms.
Requesting refunds
Tickets cannot be refunded or exchanged after purchase (unless the event has been cancelled, postponed or changed: see below).
If you have purchased additional items with your ticket then you can cancel any of these items and may be entitled to a refund. Please note that the following items are non-refundable: ticket protection; drinks packages; lockers for festivals; charitable donations; camping and campervan passes; goodie bags or show shopping bags. Where you have received the items, please return items in the original condition, unused, in the original packaging, with garment tags and any other security devices still attached to The Ticket Factory, PO Box 3348, Birmingham B40 1NS within 14 days of receipt.
This does not apply to faulty or incorrectly supplied goods or services where your statutory rights are unaffected.
Cancellation, postponement or changes to your event
Occasionally events may be changed, postponed or cancelled. It is your responsibility to check that the event is going ahead as staged. All advertised times are approximate and subject to change.
If, in the reasonable opinion of the Ticket Supplier, material changes have been made to your event, you will be able to obtain a refund of the Ticket Price from the Ticket Supplier. Changes to supporting acts; members of a band; line-up of any multi-performer event or the use of understudies will not be a material change.
If your event is postponed your ticket will be valid for the rescheduled date. If you are unable to attend the rescheduled date you will be able to obtain a refund of the Ticket Price from the Ticket Supplier.
If your event is cancelled, you will be able to obtain a refund of the Ticket Price from the Ticket Supplier.
If an event is materially changed, postponed or cancelled it is the responsibility of the Ticket Supplier to provide us with requisite funds to provide the refunds listed above to you. We will refund you on behalf of the Ticket Supplier within 14 days of receiving the relevant funds. In the event that funds are not received then we will direct customers to contact the Ticket Supplier directly to arrange refunds. In order to claim your refund, please apply in writing to The Ticket Factory, PO Box 3348, Birmingham B40 1NS enclosing your unused tickets. Your unused tickets must be received by The Ticket Factory within 14 days of the date of notification of the changes, postponement or cancellation. Refunds will only be processed upon receipt of the original tickets.
At the venue
Please ensure you arrive on time. Whilst every effort will be made to admit latecomers at a suitable break in the event, admission cannot always be guaranteed.
Please keep your ticket safe as you will be required to produce it to gain entry to the event. You will also be required to produce your ticket upon request for inspection at any time. Failure to do so may result in you being ejected from the venue.
Admission to the venue and the event is subject to the terms, conditions and regulations of the Ticket Supplier and the venue. Amongst other things you will need to comply with health and safety rules and any security requirements.
If you have purchased a ticket using a concession you will need to bring proof of identity and concession entitlement to the venue to gain entry.
Defacing your ticket will invalidate the ticket and you will be refused entry to the venue and event without refund.
In certain circumstances, we or the venue may provide you with alternative seats. Any alternative seats will be of an equivalent value.
Photography or recording is not permitted. Laser pens, dogs (except guide dogs) and food and drink (not purchased at the venue) may also be prohibited (please check with the venue).
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We love it when you have a great time at events, and sometimes we’ll make video recordings of the crowd whilst you’re at the venue. We will only do this where we have a legitimate interest to do so and in accordance with our Privacy Policy. For more information on how we use your data, our Privacy Policy can be found here
.
Ticket Suppliers may also film events – they may ask us to tell you about this during the purchase process, or contact you separately with details about the event.
You shall not bring into the venue or display or distribute (whether for free or not) at the event any sponsorship, promotional or marketing materials.
You may only leave and re-enter the venue during an event at the discretion of the management of the venue. Otherwise, there will be no re-admission or pass-outs of any kind.
If you are involved with abusive, threatening, drunken or other anti-social behaviour at the event, or are carrying offensive weapons or illegal or prohibited substances you may be refused admission to or ejected from the venue without compensation or refund.
If things go wrong
If there is a problem with your booking or your tickets please contact Customer Services immediately and in any event before the event.
If you experience problems during the event please bring this to the immediate attention of the nearest steward as every effort will be made to resolve issues.
If you have experienced problems at the venue which are unrelated to your ticket purchase please contact the venue directly.
We endeavour to resolve all complaints in an efficient manner. However, if we are unable to settle any dispute by negotiation and you are not satisfied with our final response, you may attempt to settle it through Alternative Dispute Resolution and can contact The Society of Ticket Agents and Retailers (STAR). We are members of STAR and they provide a free and approved dispute resolution service for customers of STAR members.
You can reach STAR on 01904 234 737, or +44 1904 234737 if calling from outside the UK (10am-5pm Monday to Friday), or by completing the complaints form at www.star.org.uk or email [email protected]. If you’ d prefer to write to them, their address is:
Society of Ticket Agents and Retailers PO Box 708
St Leonard's Place
York YO1 0GT
As an online trader, pursuant to European Union legislation, you may use the following link to the European Commission's Online Dispute Resolution platform
HERE, where you can access further information about online dispute resolution.
Our liability to you
Subject to the other provisions of these terms and conditions, neither the Ticket Supplier nor The Ticket Factory shall have any liability beyond the Ticket Price (plus any delivery fees). Neither the Ticket Supplier nor The Ticket Factory shall be liable for any loss of enjoyment or wasted expenditure. Personal arrangements including travel, subsistence and accommodation relating to the event which have been arranged by you are at your own risk.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors or for fraud or fraudulent misrepresentation.
Miscellaneous
The Ticket Suppliers may enforce these terms in accordance with the provisions of the Contracts (Rights of Third Parties) Act 1999 (the "Act"). Except as provided above, this agreement does not create any right enforceable by any person who is not a party to it under the Act, but does not affect any right or remedy that a third party has which exists or is available apart from that Act.
These Terms and Conditions shall be governed by and construed in all respects in accordance with English law and the parties agree to submit to the exclusive jurisdiction of the English courts.
These terms and conditions apply to the purchases of The Ticket Factory gift vouchers. These terms and conditions do not and shall not affect your statutory rights as a consumer. For further information about your statutory rights contact Citizens Advice (www.adviceguide.org.uk).
Vouchers are redeemable against goods or services being offered for sale through The Ticket Factory (excluding In the Night Garden and events at the Regent's Park Open Air Theatre) and are valid for a period of two years from the date printed on the voucher.
Vouchers
Vouchers are supplied in GBP sterling and can be purchased subject to a minimum value of £10.00. Vouchers cannot be redeemed or exchanged for cash.
Receiving your vouchers
Your vouchers will be sent to the delivery address as specified at the time of ordering. We only dispatch vouchers by special delivery the costs of which you will be required to pay. We normally dispatch vouchers within five (5) working days of payment. Where possible we will try to meet any delivery requirements you have requested but The Ticket Factory shall not be liable for any loss incurred either directly or indirectly by failure to meet the delivery date and time indicated at the time of the order being placed. Loss in this instance includes but is not limited to, compensation for loss of opportunity, loss of profit, damage to goodwill, charges or other expenses.
If you have not received your gift vouchers after five (5) working days please contact us. The Ticket Factory has no liability for lost, stolen or damaged vouchers once responsibility of ownership has passed to the customer at the time of delivery.
Voucher quantities shall be checked immediately upon receipt. Any discrepancies must be notified immediately by telephoning 0844 338 8000 (calls cost). The Ticket Factory cannot be held responsible for shortage or loss of vouchers not notified to us within three (3) days of delivery.
Taking care of your vouchers
Please ensure you take care of your vouchers as they cannot be replaced if lost or stolen.
Redeeming your voucher
To redeemed your vouchers please contact The Ticket Factory through 0844 338 8000 (calls will cost 7p per minute + your phone company's access charge). Please ensure you have details of your voucher number and the redemption number as printed on your voucher as you will need the information in order to use your vouchers.
Refund
If you have changed your mind and would like a refund, you must return the unwanted voucher, unredeemed (in full or part) and in its original condition to: The Ticket Factory, PO Box 3348, Birmingham B40 1NS within 14 days of the date of delivery of the vouchers. The cost of returning the vouchers will be your responsibility. Refunds will not be made until we are in receipt of the returned vouchers so we strongly recommend that you send them by recorded delivery. Eligible refunds will be made within 14 days to the card used at the time of purchase.
The Ticket Factory gift vouchers are issued by The Ticket Factory, a trading name of The National Exhibition Centre Limited (company number 979395) Registered Office: Birmingham B40 1NT UK.
1. Advance car parking tickets booked through The Ticket Factory can only be purchased with event tickets in one single transaction.
2. The car parking ticket is to be given up on exit from the car park.
3. The car parking ticket is only valid on the date displayed on the car parking ticket.
4. Cars are parked at your own risk and we will not be liable for any loss or damage whatsoever or howsoever caused or sustained to, by or in respect of any cars or their contents.
5. The NEC Group reserves the right to search the interior, exterior or contents of your car in reasonable circumstances e.g. where there may be a security risk.
6. The NEC Group reserves the right to move your car in reasonable circumstances e.g. when causing an obstruction or posing a security or safety risk.
7. Please ensure that your car is locked and valuables are not left inside.
8. If you have any queries, please contact our Customer Services team.
1.1 Incapacity of the Individual Person(s) through Accident, Bodily Injury or Sickness first commencing prior to the Event.
1.2 Death of the Individual Person(s) or a member of their Immediate Family within thirty days prior to the date of the Event.
1.3 Travel Delay due to either the mechanical failure of or accidental damage to the transport in which the Individual Person(s) are travelling or due to a cause outside of the control of each of the Individual Person(s) that solely and directly prevents the Individual Person(s) continued transit to the Event.
1.4 Travel Delay as described in 1.3 preventing the Individual Person(s) collecting their tickets from either the venue or a designated collection point.
1.5 Travel Delay as described in 1.3 preventing the Fulfilment Company employed being able to achieve the timely delivery of the Individual Peron(s) tickets due to a cause described in 1.7 1.8 or 1.9 below.
1.6 The unavoidable requirement of the Individual Person (s) to perform Jury Service where the Jury Summons was first received by the Individual Person(s) after the date of ticket purchase.
1.7 Strikes, Riots, Civil Commotion, Martial Law.
1.8 Restricted access to the Venue caused by Flood, Fire, Explosion, or through the act of a constituted authority to protect Public Health and Safety.
1.9 Adverse weather, including snow, fog, frost or storm preventing attendance at the Venue.
1.10 The unavoidable requirement for the Individual Person(s) to remain at home due to serious damage to the Individual Person(s) home or place of business caused by fire, aircraft, explosion, storm, flood, subsidence, earthquake, falling trees, burst pipes, lightning, malicious persons or theft.
1.11 The Individual Person(s) inability to attend an Event which is Rescheduled after the date of ticket purchase from the Ticket Factory, due solely to a Prior Engagement of the Individual Person(s) such prior engagement to be existing prior to the date of the first announcement of the Rescheduling.
1.12 Cancellation, Abandonment, Postponement or Relocation of the Event which is the sole and direct result of a cause not otherwise excluded which occurs during the period of the Ticket Factory Ticket Reimbursement program and is beyond the control of the Individual Person(s) and the Participant.
Ticket Reimbursement Program Definitions
2.1 Ticket Price means the ticket price, booking fees and service fees and fulfilment costs as evidenced in the internet booking form or confirmation of ticket purchase excluding any charge applicable under the Ticket Factory Ticket Reimbursement Program.
2.2 Valid ticket means the issued ticket for the booked event, or the Ticket Factory internet booking form, or issued documentation which is for admission to the booked event, which are unused and not cancelled by the Ticket Factory.
2.3 Venue means the place(s) as detailed on the individual ticket purchased where the Event is to be held.
2.4 Accident means a sudden, unexpected and unintended, specific event which occurs at an identifiable time and place.
2.5 Bodily Injury means an identifiable physical injury, including illness resulting from such injury, which is caused by an Accident occurring after the ticket was purchased.
2.6 Sickness means an illness which is sufficiently debilitating to prohibit safe movement of the Individual Person concerned and their inability to travel and which did not exist before the ticket was purchased.
2.7 Event means the particular performance for which the ticket was purchased.
2.8 Cancellation or Cancelled means the inability to proceed with the Event prior to commencement which takes place either on the date specified on the ticket or on the Rescheduled date
2.9 Abandonment or Abandoned means the inability to complete more than 50% of the Event once commenced.
2.10 Postponement or Postponed means the unavoidable rescheduling of the Event to another time.
2.11 Relocation or Relocated means the unavoidable removal of the Event to another location.
2.12 Rescheduled or Rescheduling means the Postponement and / or Relocation of the Event to a date after the original date stated on the ticket(s).
2.13 Participant means any party, including without limitation, any act, artist, celebrity, sports or other person(s) billed to appear or perform at the Event or any provider of technical services, who is contracted to perform a function critical to successful fulfilment of the Event.
2.14 Prior Engagement means a pre existing engagement in respect of which the Individual Person(s) has written proof that such Individual Person(s) has committed to attend prior to the announcement of the date of a Rescheduled Event
2.15 Immediate Family means the mother, father, sister, brother, children, spouse, civil partner or co-habitee (and their children) and civil law partner, grandparent, legal guardians, foster parents provided that such person(s) are subject to Exclusions 4.11 and 4.12 below.
2.16 Individual Person means the invoiced purchaser together with the persons on whose behalf the invoiced purchaser has purchased tickets for the Event from the Ticket Factory.
2.17 Non Appearance means any loss in consequence of the Cancellation or Abandonment of the Event arising directly or indirectly from the death, accident, or illness, or travel delay of the Participant.
2.18 Fulfilment company means a recognised delivery service company contracted by the Ticket Factory to deliver the tickets for an event to their customer.
2.19 Terrorism” means an unlawful act including but not limited to the use of force or violence and / or the threat thereof, by any person(s) acting individually or on behalf of or in connection with any organisation(s) or government(s) committed for political, religious, ideological or similar purposes including the intention to influence any government and / or to put the public or any part thereof in fear.
2.20 National Mourning means Cancellation, Abandonment, Postponement or Relocation of the Event caused by any period of mourning declared by the Government or Monarchy of the country in which the Event is due to take place.
2.21 A Volcanic Ash event is a phenomenon caused by the eruption of a volcano sending an ash cloud into the atmosphere.
Ticket Reimbursement Program Conditions
3.1.1 Any fraud, misstatement or concealment or negligent statement in the information provided in the making of a reimbursement application shall render the application voidable by The Ticket Factory.
3.1.2 The Individual Person(s) shall at all times take all reasonable care and measures to avoid or diminish a loss under this ticket reimbursement program.
3.1.3 If the Loss Payee is other than the Individual Ticket Buyer who purchased the tickets to an Event then any and all refund payments due under the terms and conditions of this ticket reimbursement program shall be made payable to the party(s) as directed by the Individual Ticket Buyer. Payment of such refunds to the Loss Payee(s) shall be a sufficient and complete discharge of all of the obligations to the Individual Ticket Buyer in connection with said reimbursement application(s).
3.2 The Ticket Factory reimbursement program is to be governed by and construed in accordance with the Laws of England whose courts shall have exclusive jurisdiction.
Ticket Reimbursement Program Exclusions
This ticket reimbursement program does not cover any application directly or indirectly arising out of, or contributed to by, or resulting from:
4.1 The Individual Ticket Buyer(s) lack of care, diligence or prudent behaviour.
4.2 The Individual Ticket Buyer(s) failing to observe and comply with the requirements of any law, ordinance, court or regulatory body of whatever jurisdiction.
4.3 Any fraud, misrepresentation or concealment by the Individual Person(s).
4.4 Actual or threatened War, invasion, act of foreign enemies, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection, military or usurped power, confiscation, nationalisation, requisition or destruction of or damage to property by or under order of any government or public or local authority.
4.5 Any financial failure of or financial default by anyone.
4.6 Lack of or inadequate receipts or sales for the Event.
4.7 Variations in the rate of exchange, rate of interest or stability of any currency.
4.8 Loss or damage caused in whole or part by ionising radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel, the radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or nuclear component thereof, nuclear reaction, nuclear radiation or radioactive contamination.
4.9 Seizure or destruction under quarantine or customs regulations, confiscation, nationalisation or requisition or destruction of or damage to property, by or under the order of any government or public or local authority, or the handling of contraband or the engaging in illicit trade or transportation.
4.10 Seepage and/or pollution and/or contamination unless it is discovered after the ticket purchase from the Ticket Factory and is a direct cause of a covered loss.
4.11 Failure of the Individual Person in the event of bodily injury or illness to consult a duly qualified medical practitioner and comply with the medical advice given thus causing a loss in whole or part under this ticket reimbursement program.
4.12 Death, bodily injury or illness of the Individual Person directly or indirectly caused by or resulting from: suicide or intentional self injury or criminal act committed by the Individual Person, or any condition affecting the Individual Person which existed prior to the ticket purchase from the Ticket Factory.
4.13 Non Appearance of any Participant
4.14 Any loss directly or indirectly caused by or arising out of or contributed to by or resulting from, any influenza variant or communicable disease which prior to or simultaneously with the loss arising, is declared an epidemic or pandemic by the World Heath Organisation and/or Severe Acute Respiratory Syndrome (SARS) and/or Atypical Pneumonia and/or Avian Flu and/or any threat or fear of any of the above (whether actual or perceived).
4.15 The actual or threatened malicious use of pathogenic or poisonous biological or chemical materials regardless of any other cause or event contributing, concurrently or in any other sequence, thereto.
4.16 Any loss of or no play caused by any weather condition which reduces or prevents play at any cricket or tennis outdoor sporting event.
4.17 Any Music Concert where the performing area is not fully and prudently covered with a roof and three sides.
Ticket Program Reimbursement Application Procedure
5.1 that the Individual Person(s) notifies the Ticket Factory or their appointed representative as soon as practically possible and in any circumstances within fourteen (14) days of the incident which leads to a claim being made under the Ticket Reimbursement Program and
5.2 that the Individual Person returns the unused ticket(s) or if not issued, the proof of purchase or original receipt to the Ticket Factory or their appointed representative as soon as practically possible and in any circumstances within fourteen (14) days of the date of the incident notification being acknowledged by the Ticket Factory or their appointed representatives.
5.3 The Individual Person shall, as a matter of urgency using the dedicated e mail address (provided by the Ticket Factory), advise the details of the incident, confirm the facts as soon as possible in writing and take all steps to minimise their loss as directed by the Ticket Factory or their appointed representatives and in any event provide all supporting documentation requested by the Ticket Factory or their appointed representatives within 30 days from the date of their application for reimbursement.
Any refund will be managed by Rightpath Claims, on behalf of The Ticket Factory.
Full details of the terms & conditions can be found here.. Securemybooking.com is an appointed representative of JM Marketing Ltd, authorised and regulated by the Financial Conduct Authority - Registration No: 435403.
