Customer Purchase Policy — Funds-Held Service

This Purchase Policy applies when you buy tickets through Ticket Monkey Ltd under our Funds-Held service, where Ticket Monkey is the seller of record and collects payment for your tickets.

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, Ticket Monkey Ltd is the principal and merchant of record for your purchase. Your contract for the ticket is with Ticket Monkey, and we are responsible to you for the ticketing transaction, including delivering your tickets and handling refunds and cancellations in line with this policy. Payments you make are received by, and belong to, Ticket Monkey.

The event itself — staging it, and its content, line-up and conduct — remains the responsibility of the event organiser. We are not the organiser of the events sold through our Platform.

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 to your order

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

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 reference to the face value for the event. Ticket Monkey collects payment and may hold the funds until after the event has taken place, which helps us protect you if something goes wrong. 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 we choose to refund 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, we may cancel your order and re-release the tickets. Where we do, we will refund the instalments you have paid, less a reasonable administration charge to cover our costs, unless we agree otherwise with you. 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. Where a refund is due, we will process it to your original payment method without undue delay, and within 14 days. As seller of record, Ticket Monkey is responsible for making refunds owed under this policy.

11. Cancelled or rescheduled events

If an event is cancelled, we will refund the face value of your ticket. If an event is rescheduled, your ticket will normally be valid for the new date; if you cannot attend the new date, you may request a refund of the face value. In each case the booking fee is non-refundable unless we choose to refund it or the law requires it. The decision to cancel or reschedule an event is the organiser’s, but your refund right under this policy is with Ticket Monkey.

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 take care to present prices and event information accurately, but errors can happen. Where there is an obvious pricing or listing error, we 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. As seller of record we are responsible to you for the ticketing transaction. We are not responsible for the quality, safety, suitability or running of the event itself, which is the organiser’s responsibility.

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.