Ticket buyer terms

These terms apply when you buy or are given a ticket through Ticket Folk. For the same thing in plain words, see how tickets work. Running an event? Read the organiser terms instead.

1. Who you’re dealing with

Every event on Ticket Folk is run by an independent organiser: a fair, a club, a venue, a committee. When you buy a ticket, your contract for the event is with that organiser. They decide what the event is, who gets in, and whether and when you get a refund.

Ticket Folk ("we") runs the platform the organiser sells through. We act for the organiser in selling your ticket: we host the checkout, send your tickets and run check-in at the gate. We don’t organise, staff or insure any event.

2. Prices

The price you’re shown is the price you pay. If an organiser adds a booking fee, it is included in the prices you see, or shown clearly before you choose your tickets. Nothing is added at the last step.

3. Paying

You pay on Stripe’s secure checkout page. Your card details go to Stripe and never reach us or the organiser. Payment is taken by the organiser, through their own Stripe account, so their name appears on your statement.

4. Your tickets

• Your tickets arrive by email: one QR code for everyone in your order, and a three-word reference such as misty-fiddle-meadows.
• Anyone with your QR code or reference can use your tickets, so keep them to yourself until the day.
• Each ticket admits once. If a ticket has already been used, the gate crew will ask before letting anyone else in on it.
• Lost the email? You can have it sent again to the address you bought with, from Find my tickets.

5. The organiser’s conditions

Each event sets its own conditions: age limits, whether dogs are welcome, what a ticket includes, how many you can buy. They’re shown before you pay and form part of your contract with the organiser.

6. Refunds and cancellations

Refunds are the organiser’s decision, under the policy they show on the event page. Ask them first. When they approve a refund, the money goes back to the card you paid with. Your bank may take a few days to show it.

Tickets for an event on a specific date aren’t covered by the 14-day right to cancel that applies to most online purchases (regulation 28 of the Consumer Contracts Regulations 2013). This doesn’t affect any refund the organiser offers, or your right to a refund if the event is cancelled.

7. Passing on and reselling tickets

You can give your tickets to someone else unless the organiser says otherwise. If you resell a ticket, you must follow the organiser’s rules and the law, including the information you have to give a buyer under section 90 of the Consumer Rights Act 2015.

8. Using Ticket Folk fairly

Please don’t:

• give false details, or pay with a card you aren’t allowed to use;
• use automated tools to buy tickets, get round limits per order, or scrape the site;
• try to break, overload or get unauthorised access to the platform;
• use Ticket Folk to harass anyone or to break the law.

If we reasonably believe this is happening, we, or the organiser, can cancel the order and refuse further sales.

9. If something goes wrong

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law doesn’t allow to be limited, and nothing affects your statutory rights as a consumer.

The organiser is responsible for the event itself. We’re responsible for the platform: if our service fails you, our liability is limited to the amount you paid for the order concerned. We’re not responsible for losses we couldn’t reasonably have foreseen, such as travel or accommodation you booked around an event.

10. Complaints

For anything about the event, contact the organiser. For anything about the platform, your tickets or your payment, email [email protected] and we’ll do our best to put it right.

11. Your data

How your personal details are used is explained in our privacy notice.

12. Changes and law

We may update these terms. The version that applies to your order is the one in place when you bought it. These terms are governed by the law of England and Wales. If you live elsewhere in the UK, you can also bring a claim in your local courts, and you keep any protection your local law gives you as a consumer.