Customer Purchase Policy — Direct Payout Service

This Purchase Policy applies when you buy tickets through Ticket Monkey Ltd under our Direct Payout service, where payment for the ticket is settled directly to the event organiser through a connected Stripe account.

By buying a ticket you agree to this Purchase Policy, our Website Terms of Use, and any event-specific terms shown at the time of purchase. Please also read our Privacy Policy.

1. Who you are buying from

Under this service, the event organiser is the supplier and merchant of record for the ticket, and your contract for the ticket price (the face value) is with the organiser. Ticket Monkey acts as the organiser’s agent in facilitating the sale, and as principal in respect of any booking fee we charge. Payment for the face value is settled directly to the organiser’s connected Stripe account.

Ticket Monkey Ltd is registered in England & Wales (Company No. 16420115), registered office Unit 1 Mill Rd Trading Estate, Barnstaple, Devon, EX31 1JH. VAT No. GB4959360. Customer enquiries: [email protected].

2. Which policy applies, and whose terms govern

We operate two services. Under the Direct Payout service (this policy) the organiser is the seller of record. Under the Funds-Held service, Ticket Monkey is the seller of record. The checkout and your confirmation will make clear which service applies to your order; if you are unsure, contact us before you buy.

When you buy under this service you enter into two related contracts: one with the organiser for the ticket and the event, and one with Ticket Monkey for the booking service and any booking fee. Each is governed by different terms:

• The organiser’s own Event Terms govern the ticket and the event — including what your ticket includes, entry and age conditions, and refunds if the event is cancelled or changed. These are shown or linked at checkout. Where an organiser has not set their own terms, Ticket Monkey’s default Event Terms template applies to that sale.
• This Purchase Policy, together with our Website Terms of Use, governs your relationship with Ticket Monkey for the booking and the booking fee.

If there is any conflict, the following order applies: (1) your statutory rights as a consumer always prevail and cannot be reduced by either party; (2) this Purchase Policy and our Website Terms govern your relationship with Ticket Monkey; (3) the organiser’s Event Terms govern your relationship with the organiser. Neither set of terms overrides the other — they cover different things.

3. Event information

Details of events — dates, venues, seating, pricing and restrictions — are provided to us by the organiser. We take reasonable care to present them accurately, but we are not responsible for the content of an event, changes to a line-up, or how the event is run. Responsibility for the event remains with the organiser.

4. How tickets are sold and priced

Ticket prices are set by the organiser. Funds for the face value are paid directly into the organiser’s connected Stripe account. Your purchase is confirmed only once payment has been processed and you receive a confirmation email.

5. Booking fees

A booking fee may apply in addition to the face value. Where it does, it is shown to you separately before you pay, and is retained by Ticket Monkey. Booking fees are non-refundable except where this policy or the law requires, or where the organiser agrees to cover them.

6. Payment plans

Where offered, a payment plan lets you pay in instalments. Payment plans are not credit agreements, and no interest or credit charges apply. Your tickets are issued once you have paid in full, and cannot be amended, transferred or resold until then.

If you miss an instalment, we will contact you. If the plan is not completed, your order may be cancelled and the tickets re-released. Where that happens, the instalments you have paid will be refunded, less a reasonable administration charge to cover costs, unless the organiser agrees otherwise. We will always act fairly and in line with your statutory rights.

7. Currency

Unless stated otherwise, all prices and fees are in pounds sterling (GBP).

8. Order confirmation

You will receive an order confirmation by email, which is your proof of purchase. Please check it is correct and tell us straight away if anything is wrong.

9. Delivery of tickets

Tickets are issued electronically as e-tickets or QR codes, accessible through the Ticket Monkey app or, where relevant, a primary ticketing provider’s system. Please make sure you give a valid email address, can access your tickets, and keep them secure. We are not responsible for tickets lost or not received because of an error on your side, but contact us if you have a problem and we will help.

10. Refunds and exchanges

Other than as set out in this policy or required by law, tickets cannot be exchanged or refunded once bought. Because the organiser is the seller of record, the organiser is responsible for refunds of the face value; Ticket Monkey may administer refunds through the Platform on the organiser’s behalf. Where a refund is due, it will be made to your original payment method without undue delay, and within 14 days.

11. Cancelled or rescheduled events

If an event is cancelled, the organiser is responsible for refunding the face value, which we may process on their behalf. If an event is rescheduled, your ticket will normally be valid for the new date; if you cannot attend, you may request a refund of the face value from the organiser. In each case the booking fee is non-refundable unless the organiser agrees to cover it or the law requires it. If the organiser does not provide a refund you are entitled to, contact us and we will do what we reasonably can to help, including raising it with the organiser and, where appropriate, your payment provider.

12. Your statutory cancellation rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day “cooling-off” right to cancel does not apply to tickets for leisure events that take place on a specific date or period. Tickets are therefore non-refundable except as set out in this policy or where the law otherwise requires. This does not affect your other statutory rights, including under the Consumer Rights Act 2015.

13. Ticket protection

Where offered, ticket protection is provided by a third-party insurance provider under their own terms. Any claim must be made directly with that provider. The cost of ticket protection is non-refundable except where the law requires. We are not the insurer and accept no liability for claims under it.

14. Age restrictions and admission

It is your responsibility to check an event’s age restrictions, admission requirements and conditions of entry before buying. No refund is due if you are refused entry for failing to meet them — for example proof of age, dress code, or prohibited items.

15. Resale and transfer of tickets

Tickets are for personal use. They must not be resold for profit or transferred in breach of this policy or any event-specific terms. Tickets resold or transferred in breach may be cancelled without refund and entry refused. If you cannot attend, contact us — some events allow transfers or returns.

16. Donations

Where you choose to add a donation, it is passed to the relevant charity and is non-refundable. Where you make a Gift Aid declaration, responsibility for its accuracy rests with you.

17. Errors

We and the organiser take care to present prices and event information accurately, but errors can happen. Where there is an obvious pricing or listing error, we and the organiser may cancel and refund affected orders. If we do, you will receive a full refund of what you paid for the affected tickets.

18. Our responsibility to you

Nothing in this policy limits your statutory rights, including under the Consumer Rights Act 2015, or our liability for death or personal injury caused by negligence, or for fraud. Ticket Monkey is responsible to you in respect of any booking fee we charge and the booking service we provide. Responsibility for the event, and for the supply of the ticket, lies with the organiser.

19. Governing law

This policy and any dispute arising from it are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If you are a consumer resident elsewhere in the UK, you may also bring proceedings in your home jurisdiction.