Purchaser Terms and Conditions


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.

Who are Ether Tickets Ltd.?

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.

Where do you keep your T&C's?

We keep the most up to date version of our T&C's/FAQ's on our main website. You can find links at the bottom of all the pages with links to our Privacy Policy and Vendor T&C’s.

What or who is a Purchaser?

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.

Who are your Payment Partners?

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!

What is Personal Data and what is a Privacy policy?

"Personal Data" is information we directly hold about you and our "Privacy Policy" is our philosophy as to how we protect your data. We do store your personal information in a database (e.g. Name and email address but we do NOT your Card Details!). For more information see our Privacy Policy (https://ethertickets.com/Home/PrivacyPolicy)

You can request to have all data we hold about you by emailing us at info@ethertickets.com. 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.

What is a Vendor or Third Party?

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).

What happens when I buy a ticket?

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.

I accidently used the wrong email address when I bought a ticket or item, what do I do?

Don't panic, you can just drop us an email with the details and a contact number to info@ethertickets.com and we will endeavour to validate your purchase and get your ticket to you.

I haven't received my e-ticket yet, what do I do?

Generally, you should receive your ticket within a few minutes but please leave at least one hour before acting. There are a few options:

  1. First check your email “Spam folder” if it is the first time you’ve used our service.
  2. Register with our service using the same email you bought the ticket with here. Once logged in, from the admin page you will be able to send yourself another copy of the ticket.
  3. If all else fails, please contact us - info@ethertickets.com.

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:

  1. The event has been cancelled/rescheduled
  2. There is reason to believe the event has been significantly mis-sold.
  3. On authorisation from the Vendor. If you contact the vendor, they may be willing to offer a refund. On receiving an email from the vendor themselves with the full details and authorisation, we will action the refund.

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:

  1. Pay for your items via our website or service as chosen to by our vendors and not break the law when using our website or services (e.g. don't commit fraud by using another person's card details).
  2. Ensure that you submit accurate information when making a purchase and make sure it is kept up-to-date when making future purchases (e.g. change of name, address).
  3. Take responsibility for your password and not pass it on to anyone else. We cannot take responsibility for any actions if someone manages to gain access to your account using your credentials, so keep them safe.
  4. Not to try and gain access to our site through any other means than to access your own personal account. Performing any activities that will disrupt the operation of the site will be passed on to the appropriate authorities.
  5. To let us know of any known attempts of anyone trying to access your account or any impersonation of a customer by using a given password without known consent.
  6. Not to steal our content. All artwork and content belong either to Ether Tickets Ltd. or to the vendor offering the ticket or item so please do not use it without the appropriate permission. You can find out more under "Intellectual Property Rights".

Our Website Intellectual Property Rights

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.

I feel my own Intellectual Property Rights have been infringed on the website, what do I do?

Please drop us an email to info@ethertickets.com with your name, phone number and explanation as to why you feel it has been infringed and we will contact you ASAP to discuss.

Does having a ticket guarantee my entry?

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:

  1. Your ticket is still the property of the vendor and they retain the right to withdraw the agreement before the event by issuing a refund.
  2. The vendor and event/venue will likely have their own Terms and Conditions to adhere to, so as to limit damage, nuisance or injury. If you are in breach of these, then the venue/event retain the right to eject you from the event/venue without a refund.
  1. No refunds will be issued on the day or thereafter if the event goes ahead. If the event was significantly mis-sold or was clearly in breach of health and safety then requests for refunds must be made to info@ethertickets.com within fourteen days of the event. The same applies if the event is cancelled without our knowledge. In most cases we will automatically process refunds following cancellations
  2. The transaction fee that is taken on purchase is not refundable under any circumstances. If you hadn't already realised, we keep this fee to a minimum as much as possible and what we are all about!
  3. We only send e-tickets to the email address given at purchase. If you gave the wrong email address, we are unable to issue you another ticket unless you contact us and provide adequate information to verify your identity.
  4. If we suspect a ticket purchase has been made fraudulently, we will cancel the ticket and you will no longer be able to use it.
  5. If we suspect that touting has occurred, and tickets have been re-sold on for higher than face value for profit, we may cancel those tickets and the holder will not be allowed entry to the event.
  6. Once you leave the venue you may not be able to regain access to the event with your e-ticket. It is at the vendor or event discretion if they issue pass-outs, wristbands or stamps to identify those that have been given access to the event.

Someone was filming and taking photos of me at an event, are they allowed to do that?

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.

I've lost my e-ticket, what do I do?

There are a few options in the event of losing a ticket:

  1. If you register on our website with the email address that you used to purchase the ticket, then you will be able to re-send yourself the e-ticket.
  2. Send us an email with the details and your phone number to info@ethertickets.com as soon as you know you’ve lost the ticket. If necessary, we will ring you back to verify your information before we send the e-ticket again.
  3. The Vendors will have access to the full list of people attending the event and may be able to check you off the list on the door. This is at the Vendors discretion. Please be patient with door staff as queues can be large and the priority may be to reduce the waiting as much as possible.

I lost my phone, wallet, or some other personal possession at the event what do I do?

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.

What if an event is cancelled or rescheduled, do I get a refund?

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 give ticket refunds if an event is officially cancelled minus the booking fee.

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.

Are there any additional fees or taxes?

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!

I've had a problem with a payment who do I contact?

All payments currently are handled by our payment partners. However, email us first info@ethertickets.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).

Who is responsible if someone fraudulently use my payment details via Ether Tickets website or services?

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.

I have a problem with a website that uses Ether Tickets services what do I do?

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 info@ethertickets.com and we will see if we can help.

Why has my ticket been cancelled, and I have been refunded but without any given reason?

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.

I want to make a legal claim against Ether Tickets!

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.

Can I disclose confidential information?

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.

What happens if a part of these T&C's/FAQ's are found to be invalid?

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.

How will you contact me if there are any updates on events?

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.

How will you contact me regarding payments?

We will contact you via the email you gave when purchasing a ticket.

Who has jurisdiction over these T&C's/FAQ's?

The courts of England have jurisdiction over these T&C's/FAQ's and the laws of England shall govern this agreement.