Ticket purchase & refund policy

Before you buy

The checkout must identify your event seller, their contact details, the event date and location, admission conditions, accessibility information, ticket category and the total price including unavoidable charges. Read those details and the event-specific terms before paying. Your confirmation should provide a durable record of the order and applicable conditions.

Delivery and admission

The seller must explain how and when the ticket or streaming access is delivered and how to get help if it does not arrive. Keep the ticket secure and do not publish its code. Name changes, resale or transfer restrictions must be clearly disclosed before purchase and must comply with applicable law. This draft does not enable a secondary-ticket resale service.

Cooling-off and refunds

Under the UK Consumer Contracts Regulations, the usual 14-day cancellation right generally does not apply to leisure services for a specific date or period. This does not mean all tickets are non-refundable, and it does not remove rights when an event is cancelled, materially changed or not supplied as agreed.

The event policy must state who handles cancellations and postponements, what happens to fees and how an eligible refund is returned. Consumers retain their statutory remedies. Do not use a blanket no-refunds rule. For on-demand digital content or other products, different cancellation rules may apply; any request to start supply immediately and acknowledgement of lost cancellation rights must be obtained separately where legally required.

Problems and complaints

Contact the seller identified in your booking with the order reference and a short description of the problem. For a technical ticket access problem, use Lookport support. Do not send payment card details or passwords. If the complaint remains unresolved, the seller must provide any dispute resolution information required by law. This draft does not claim membership of an unverified ombudsman or ADR scheme.