Customer Purchase Terms

Version: 2026-08-25 · Effective from 25 August 2026

These terms apply when you place an order through TicketPal. Please read them before completing your purchase. The version you accept is recorded with your order.

1. TicketPal's role and your contract

TicketPal provides the ticketing platform, order management and payment technology used by independent event organisers. The named organiser shown on the event and checkout pages is responsible for producing and delivering the event.

When we confirm your order, your contract for the event, activity or admission is with that organiser. TicketPal acts as the organiser's disclosed ticketing agent unless the checkout clearly states otherwise. These terms apply alongside any event, venue, admission, cancellation or refund terms shown by the organiser before purchase. If event-specific terms conflict with these terms, your statutory rights are unaffected.

2. Placing an order

  • You must provide complete and accurate contact and booking information.
  • Please check the event, venue or meeting point, date, time, ticket type, seat, accessibility information and quantity before paying.
  • Submitting payment is an offer to purchase. An order is accepted when payment is authorised and TicketPal issues an order confirmation.
  • If a technical or pricing error occurs, the organiser may cancel the affected order and refund amounts paid. The organiser will not substitute a materially different order without your agreement.
  • Ticket limits may apply. Orders that breach a stated limit, misuse discounts or appear fraudulent may be rejected or cancelled.

3. Prices, fees and payment

Ticket prices are set by the organiser. The checkout shows the ticket price, any booking or processing fee, optional products and the total payable before you agree to purchase. Payment is handled by the payment provider identified during checkout. TicketPal does not store your full card details.

Unless expressly stated otherwise, prices are in pounds sterling and include any applicable taxes. Your card provider may charge separate currency or banking fees.

4. Tickets and delivery

  • Tickets are normally delivered electronically to the email address supplied at checkout and may also be available through a TicketPal customer account.
  • You are responsible for checking your confirmation and contacting us promptly if it is incorrect or does not arrive.
  • A ticket is a revocable licence to attend the specified event. It remains subject to these terms and the organiser's admission rules.
  • Do not share a ticket's QR code or secure credential except with the intended attendee. The first valid scan may invalidate copies.
  • A transferred, refunded, cancelled, voided or replaced ticket is no longer valid.

5. Admission and conduct

The organiser or venue may carry out security, age, identity, ticket and bag checks. You must follow reasonable safety instructions and any published age, accessibility, arrival, prohibited-item or conduct rules. Admission may be refused, or a person removed, where those rules are breached, a ticket is invalid, or this is reasonably necessary for safety or legal compliance. Refunds are not normally due where refusal or removal results from the attendee's conduct or failure to meet a clearly disclosed admission condition.

6. Changes, cancellation, exchanges and refunds

  • Before purchase, the event page or checkout will show whether customer-requested refunds, exchanges or transfers are offered and any applicable conditions.
  • Tickets for leisure services on a specific date or during a specific period do not normally carry the general 14-day cancellation right. This does not affect rights you have when an event is cancelled, materially changed or not supplied with reasonable care and skill.
  • If an event is cancelled, postponed or materially changed, the organiser decides the available remedy in accordance with its terms and applicable law. This may include a refund, exchange, replacement date or credit.
  • Any approved refund is returned to the original payment method where possible. The amount and timing may depend on the organiser's published policy, the reason for the refund and applicable law.
  • Reasonable changes to supporting performers, running order, minor timings or event content do not automatically entitle you to a refund unless the organiser's policy or the law provides otherwise.

7. Activities, tours and timed experiences

For activities and tours, you must review the meeting or pickup instructions, arrival time, duration, participation requirements and any accessibility, age, health, clothing or equipment guidance. Late arrival or failure to attend the stated meeting or pickup point may be treated as a missed booking under the organiser's disclosed terms.

8. Accessibility

Please review the accessibility information supplied by the organiser and contact the organiser before purchase if you require a specific adjustment or accessible position that is not available to select online. Nothing in these terms limits duties owed under equality law.

9. Resale and transfer

You may transfer or resell a ticket only where the organiser permits it and the transfer or resale complies with applicable law. Tickets must not be advertised or sold fraudulently, used for unauthorised promotions, or resold in a way that makes the ticket invalid. Use TicketPal's official transfer process where it is available.

10. Event responsibility and liability

The organiser is responsible for the event, its content, venue, performers, staff, safety arrangements and delivery. TicketPal is responsible for providing its platform with reasonable care and skill.

Neither TicketPal nor the organiser excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, or breach of your statutory rights. Subject to that, neither party is responsible for losses that were not reasonably foreseeable when the order was made or for business losses arising from a consumer booking.

11. Events outside reasonable control

An event may be delayed, changed or cancelled because of circumstances outside the organiser's reasonable control, including severe weather, transport disruption, public emergency, industrial action or legal restrictions. The organiser will communicate material changes and available remedies as soon as reasonably practical. Your statutory rights remain unaffected.

12. Personal information

TicketPal and the organiser use your information to process and fulfil the order, provide tickets, prevent fraud and send essential service messages. Further details are in our Privacy Policy. Optional marketing and review invitations require separate choices and are not a condition of purchase.

13. Complaints and support

For an event, admission, cancellation or refund issue, contact the organiser using the details provided with the event or order. For a TicketPal account, ticket-delivery or platform issue, contact support@ticketpal.co.uk. Please provide your order reference and enough information for the issue to be investigated.

14. Changes to these terms

We may update these terms for future orders. A change does not retrospectively replace the version accepted for an existing order unless the change is required by law or is more favourable to you. The accepted policy version and time are retained with the booking.

15. Governing law

These terms are governed by Scots law. If you are a consumer living elsewhere in the United Kingdom, you also retain any mandatory protections of the law where you live and may bring proceedings in the courts available to you under applicable consumer law.

Your statutory rights are not affected by these terms.