Thank you for taking the time to find out more about us and how our platform works. Hopefully you will find the information you're looking for.
The term "T&C's" means Terms and Conditions and "FAQ's" means Frequently Asked Questions. Ether Tickets Ltd. may alter the T&C's or FAQ's at any time and upload the revised information to this location by continuing to use our service you are agreeing to the updated T&C's.
Ether Tickets Ltd. (or "Ether Tickets", "we", "us" and "our" in the context of these responses to FAQ's and our T&C's) is a tech start-up based in Bristol, UK with a vision to drive down the fees associated with buying music event tickets. Our company number is 10825236 and we were incorporated in England and Wales during June 2017.
If you are buying a ticket or merchandise (e.g. t-shirts) from our website or from one of our vendors using our website or one of our services, then you are a "Purchaser". It is you we are trying to help by driving down the cost of fees.
We use Stripe to facilitate our payments. They offered us the lowest cost solution for using Debit/Credit cards but still charge us a fee. We are always researching the use other methods of payment to reduce the costs further. So, follow us on social media or sign up to our mailing list to keep informed!
You can request to have all data we hold about you by emailing us at firstname.lastname@example.org. Please include your phone number so we can call you to verify you before we send you the details, this information is the same as what you can see in your account info when you log in, we store as little information as possible.
We strive to use the latest technology and encryption to make sure we keep personal data safe in line with the Data Protection Act introduced in 1998. We do not share your information with other companies unless we have to, the one caveat is we have to send a certain amount of detail onto our Payments Providers so that payment can be taken and to the Vendors selling you the tickets, so they can keep you informed of specific event changes and updates. We only sign you up to our mailing list if you specifically ask to do so, not just as part of using our services.
A "Vendor" or "Third Party" is a person or persons who have signed up and agreed to sell tickets and/or merchandise through one of our services or websites. This may be a one-off event organiser, a promoter or a venue. We only facilitate the sale of tickets or merchandise for these vendors as part of the agreement, so you will also need to check these vendors own T&C's or FAQ's to see if there are any additional things you need to know about the event itself (e.g. Age restrictions, Policy on alcohol).
Once we have confirmed payment you will be sent an e-ticket for the event. This will have a QR code which when scanned at the venue will clear you for entry. It is worth knowing that until payment is received there is no contract between you and the vendor. Your e-ticket should be considered confirmation of the agreement when it arrives.
Any attempt to redeem the ticket before arriving at the event venue will automatically invalidate your ticket and may mean you will not be able to gain entry. Also, please do not share pictures of your ticket online or on social media, it may mean someone will try and gain entry with a copy of your ticket and get in before you. If your ticket is already validated on arrival you will not be allowed in.
Don't panic, you can just drop us an email with the details and a contact number to email@example.com and we will endeavour to validate your purchase and get your ticket to you.
Generally, you should receive your ticket within a few minutes but please leave at least one hour before acting. There are a few options:
I have bought a second ticket in error/I can no longer attend. Can I get a refund?
Ether Tickets only issues refunds in the following scenarios:
What are my obligations as a purchaser?
We have a few things that you must agree to when using our website and services to buy tickets or merchandise:
We work hard to create the Ether Tickets website and services, as do our vendors to create their own websites and content. We would love to share everything with you, but we must protect ourselves from imitations.
By using our website, you are agreeing that you will not copy, redistribute, repost, upload, re-licence, encode, translate, display or basically do anything else with our website content without our permission or that from the vendor if appropriate. Your agreement when using our website is restricted to browsing the websites and to make purchases only.
If you purchase any merchandise, then you are restricted to using the item for your own personal and non-commercial use. You are bound to any copyright or trademarks owned by the vendor. Be warned, some merchandise may contain offensive, indecency or profanity that people may object to.
We must make sure we show a representation of what the merchandise looks like before purchase. Please make sure you check the representative image before purchasing. Ether Tickets will not take any responsibility for offense caused by browsing the website or facilitating the distributing of this merchandise and we do not endorse or share in the same views as the merchandise portrays.
Please drop us an email to firstname.lastname@example.org with your name, phone number and explanation as to why you feel it has been infringed and we will contact you ASAP to discuss.
Although you may have a ticket there are some things to be aware of which may lead to you being refused entry. We want you to have a good time and if you behave reasonably then there shouldn't be a problem. However, please be aware of the following:
It is most likely that it was an official photographer or camera operator and by buying a ticket you are agreeing to being filmed and photographed. Although, if you ask respectfully, they may agree to delete the image or footage. It is not allowed to film or photo without permission in most cases but inevitably some people use their smartphones. We and the vendor are unable to control this, so our advice is if you see someone taking photos or filming and wish to be kept out of shot, walk away and keep out of shot as best you can.
There are a few options in the event of losing a ticket:
Unfortunately, we are unable to help you and can take no responsibility for your personal possessions at any of the events we facilitate ticket sales for. We know how annoying it is, so we really hope your stuff turns up. Obviously, it is worth ringing the vendor or the venue to see if it was handed in.
If an event is rescheduled, we will honour the ticket and it will be usable at the future event. If you are unable to attend the new date/time, we may be able to offer a refund, but this will be at the vendors discretion. We will always do our utmost to give you a refund if possible.
We do not give refunds on merchandise currently unless they are faulty. If faulty we will either replace with the same item or fully refund. If an event is cancelled and you were due to collect your items at the venue, we will strive to make sure that you receive them through other means.
All taxes and fees are stated at the point of purchase if applicable. As you know we are driving the cost of fees down as much as we can!
All payments currently are handled by our payment partners. However, email us first email@example.com and we will try and find out what happened from the logs and inform you of how to proceed.
If there is a technical issue, for example when a ticket was bought but in the process the event sold out and you were still charged yet did not receive an e-ticket within the hour (this shouldn't ever happen but just in case!). Then we will either do our best to find an alternative form of entry (e.g. guest list) or give you a full refund (including any fees paid).
As much as we sympathise if someone manages to get access to and use your payment details, we cannot take responsibility for this. We do not store payment information and our payment provider looks after this side of things. If we believe fraud is being committed, we will send any details we have to the appropriate authorities and invalidate any tickets we think have been bought as a result.
We cannot take any responsibility for vendors own websites regarding content, accuracy or quality. If we are facilitating the ticket sales, this may either be through an embedded API that we provide, or we may host the ticket page for the event. The vendor is responsible for putting all content and information on their ticket site even if using Ether Tickets services. It is best to contact the vendor directly if you have a problem with content or information on their site. If you have a problem actually purchasing a ticket, then please contact us at firstname.lastname@example.org and we will see if we can help.
We do retain the right to cancel a ticket and refund without a given reason. We hope to be as transparent as possible and the only times we would not be able to disclose a reason is likely to be due to legal reasons.
We are shocked if things have gotten so bad you feel the need to raise a legal claim against us. We try our best to offer the best service we can. We assume that you will have already tried to talk to us and that we have tried to rectify your issue. If not please do so.
However just so we are clear, if you raise a claim against us and it clearly states in the T&C's and FAQ's what our position is, we will look for compensation for any losses or damages as well as any legal fees as a result of making a claim against us.
If you are given any information in confidence it is not permitted to disclose that information without our consent. The only time this is acceptable is if as part of legal proceedings, or if sharing with advisors in a professional capacity. If your advisors, then disclose confidential information this is the same as disclosing the information yourself and is not permitted.
If any part of these T&C's should be found to be invalid through legal proceedings, then the remaining information and agreement continues to be valid and in effect.
Any updates on events or purchases including change in times, date or cancellation will be sent to the email address used when you went through the ticket purchasing process. However, if you used a payment provider that you have registered with using a different email address you may not get updates specifically on payments to the same email address.
We will contact you via the email you gave when purchasing a ticket.
The courts of England have jurisdiction over these T&C's/FAQ's and the laws of England shall govern this agreement.