Ticketlab Customer Terms & Conditions

In this agreement:

  • “You” or “Customer” refers to the individual purchasing tickets via our Website.
  • “We” and “us” indicates Ticketlab and “Website” means any online website run by us or a means to purchase tickets online.
  • “Promoter” means any third party supplier of tickets for Events available on the Website. A Promoter may be a representative of a band, venue as well as an event promoter or event organiser.
  • “Event” refers to the individual ticketed event or events featured on our Website.
  • “Tickets”, “Booking” or “Reservation” means any allocated ticket with a unique booking reference. These tickets act as Right of Admission for the advertised events (but do not guarantee admission, as detailed in the terms below).

By using the Website and registering your details to buy or claim tickets you agree to be bound by these terms. Ticketlab acts as an agent for ticket supply from Promoters to Customers. This agreement with you is entered by us on behalf of these Promoters.

Ticket Purchase

Ticketlab sells or provides tickets (Right to Admission) for Events. These take the form of an e-mail containing a unique Booking Reference. Ticketlab do not provide physical tickets unless otherwise agreed with the Promoter. All tickets are distributed via email.

Ticketlab do not buy or re-sell any tickets. We do not have power over ticket prices or seating allocations. Money from paid events is collected by us on behalf of the Promoter, which is passed to the Promoter along with details of your booking. Ownership of the Tickets and rights to grant entry to the Event remains with the Promoter and does not pass to us at any time.

In order to buy or order tickets from us, you must have an account with us. You are able to register or log in at time of purchase and the information stored in these account details must be valid for the ticket(s) to remain valid.

For more details on how we use and protect your data, please see our Privacy Policy. Please note that the Privacy Policy goes to make up the complete Terms & Conditions. Usage of this website is under condition of acceptance of these terms.

Tickets are provided to you upon provision of accurate personal details, and in the case of paid events, validated payment via Stripe. The face value of all tickets is as defined by the Event Promoter, but the total payable amount for paid events includes Ticketlab’s booking fee. Our booking fee simply covers transactional costs and maintenance of the site and is lower than any other ticket site we know of. Our booking fee is inclusive of VAT where applicable. If you require a VAT receipt for the ticket’s face value, you must contact the Promoter.

If your payment is not successfully processed or is later cancelled after receipt of your unique booking reference, your ticket and reference code will be rendered invalid.


Your ticket will consist of an email containing a unique booking reference and a QR (quick response) code. You can take this e-mail with you on your phone or in printed form. Alternatively, you can just simply take along the booking reference (subject to terms set by the venue). The Promoter will be able to identify you via information associated with your booking reference. Your ticket is only valid when accompanied by a valid form of photographic ID (passport, driving license etc.). It is at the venue and Promoter’s discretion as to whether your proof of identification is acceptable.

As the named ticket holder only you, accompanied by the stated number of ticketed guests under the same booking are able to use your ticket(s). If for any reason you are unable to attend, it may be possible to re-allocate your ticket(s) by contacting us. If it is necessary for you to purchase tickets for someone other than yourself and you won’t be attending, you will need to contact us to re-allocate the tickets into the name of one of the attending party. In these cases also be aware of any additional terms in place on the event as defined by the Promoter. This may include age restrictions. Ticketlab will not be responsible for tickets bought in error or for events where restrictions on admission are in place and you (or and party you have re-allocated tickets for) are not eligible for admission.

Only the named person on the booking need present ID, but where an Event demands age restrictions, valid ID will be required for all attendees at the venue and Promoter’s discretion.

Tickets are issued subject to the Rules and Regulations of the Promoter issued at the venue. Full details are available from the Promoter on request. You and all other Ticket holders in your party must comply with all relevant statutes, safety announcements and venue regulations whilst attending the Event. The following points apply in general: the Promoter, venue management, and we accept no responsibility for any personal property taken to an Event. At the Promoter’s option there may be no pass-outs or re-admissions of any kind to an Event. Ticket holders are advised that official merchandise is usually only available inside the venue.

The Promoter has entered into an agreement with us to honour the unique Booking reference codes and to treat them as conferring the same rights as printed tickets or any other form of booking available for the same Event.

All details about Events advertised by us are provided on behalf of the Promoter and are supplied by the Promoters themselves. You are strongly advised to check Event details with the venue at which it is to be held and/or the Promoter before travelling to an Event. We make the best efforts to keep all information as up-to-date as possible but we cannot be held responsible for any errors.

We offer you the opportunity to buy Tickets from a number of Promoters through this Website. We exclude liability for any Tickets or other goods provided by Promoters or other third party suppliers to the fullest extent permitted by law. In no circumstance shall we be liable for any indirect loss, consequential loss, loss of profit, data, revenue, business opportunity, anticipated savings, goodwill or reputation whether in contract, tort or otherwise arising out of or in connection with this agreement or purchases made through this Website save where such liability cannot be excluded by law.

Any dispute regarding the content or quality of the Event, or any actions of the Promoter, venue, performers or their representatives is deemed to be between you and the Promoter.

Refunds & cancellations

If there are any major changes to the event including cancellation, date/time change and content of the event changing (different acts, venue change etc.) you will be informed as soon as we are made aware of such change. In cases where tickets are still valid, you will have the option to seek a refund and cancel your Ticket(s). Under these circumstances, or where Tickets are no longer valid, we will refund the face value of the Tickets you on the Promoter’s behalf. Ticketlab will retain the booking fee charged to you even in cases of refund. This enables us to cover processing fees etc. which we will already have paid (and in fact a refund will incur further costs). If the tickets are still valid and you don’t opt for a refund, the Ticket(s) will still be deemed to be valid and you will be admitted to the Event in the usual way.

In event of the above mentioned changes or cancellations, you should be informed by the Event Organiser via the e-mail address supplied to us upon registration. Ticketlab accepts no responsibility for correspondence not received should you fail to check your e-mail or if your e-mail address changes and you fail to inform us by updating your account details. Equally, we cannot guarantee the Event Organiser will communicate effectively with you. It is your responsibility to check the event is still going ahead prior to travelling to attend. Ticketlab will not be liable for travel costs or other losses as a result of trying to attend an event that doesn’t go ahead.

Should the event be cancelled, your refund will be automatic. Should we not be informed that the event was cancelled (and thus we’re unable to inform you) you may contact us within 48 hours of the end of the event to claim a refund. In cases where refund is optional, and tickets are still valid, you must inform us no later than 24 hours before the event to request a refund. Where you are not informed of a material change to the event until the day of the event, you must inform us as soon as possible.

By default, booking fees are non-refundable, even in the case of event cancellation. If we’re able to, Ticketlab may refund booking fees at our discretion, but doing so does not constitute culpability or acknowledgement of any wrongdoing on our part. We reserve the right not to respond to requests to refund booking fees.

Transfer, re-allocation and touting

Ticketlab’s system has been specially designed to reduce touting and illegal or more-than face value ticket sales. By using our Website to buy tickets you agree that:

  • Tickets are for personal use and for the use of your party only.
  • Transfer of tickets will only be carried out by informing us and requesting re-allocation.
  • You will not attempt to re-sell the tickets under any circumstances, including by re-allocation.
  • If we reasonably suspect your re-allocation request is being used to resell tickets, we will invalidate your booking.
  • If we reasonably suspect your booking to be in any way fraudulent, we will cancel your booking.

Payment terms

In order to carry out payment, we use Stripe. Payment information you enter is encrypted and transferred to Stripe who may hold your data for processing and for their and our records. Please review Stripe’s checkout terms before proceeding: https://stripe.com/gb/checkout/legal