Ticket Terms and Conditions

1. The seller

Tickets are sold by:

Where an event is promoted by another organisation, the identity of the promoter will be shown during the booking process where relevant.

2. Forming the contract

Your order is an offer to purchase the selected tickets.

A binding contract is formed when:

• your payment has been successfully processed; and
• we send you a booking confirmation.

Please check the confirmation carefully and contact us promptly if any details are incorrect.

3. Ticket prices and fees

The ticket price, applicable taxes and any compulsory booking, venue or processing charges will be displayed before you complete the purchase.

The total amount payable will be shown before payment is submitted.

Optional charges will not be added without your express agreement.

Online sellers must provide key information before an order, including the trader’s identity, contact information, the service description, total price and relevant cancellation conditions.

4. Tickets

Tickets may be issued electronically and sent to the email address supplied with your order.

You are responsible for:

• providing an accurate email address;
• checking your confirmation and ticket details;
• keeping tickets and booking references secure;
• bringing the ticket or booking reference to the event.

A ticket may be used only once. Duplicated, altered or fraudulently obtained tickets may be refused.

5. Event information

Event dates, doors times, performance times, age restrictions, seating arrangements and other important information will be shown on the relevant event page or booking screen.

You are responsible for checking:

• the event date and time;
• the venue;
• age restrictions;
• seating arrangements;
• accessibility information;
• any stated arrival requirements.

Unless expressly stated otherwise:

• events are for persons aged 18 or over;
• seating may be unreserved and allocated on a first-come basis;
• late admission is subject to the discretion of the venue;
• admission after the performance begins may be delayed or refused where necessary to avoid disruption.

6. Changes to performers and programmes

Comedy, music and live-event programmes may occasionally change.

Advertised performers, hosts, running orders and supporting acts may be changed where reasonably necessary. A change of supporting performer, running order or host will not normally entitle the ticket holder to a refund, provided that the event itself proceeds substantially as advertised.

Where a named headline performer is the principal basis of the event and is withdrawn, we will assess the appropriate remedy considering the circumstances and applicable consumer law.

7. Customer cancellations and cooling-off rights

Tickets for leisure services supplied on a specific date or during a specific period are generally exempt from the usual 14-day cancellation right for distance contracts.

Accordingly, unless otherwise stated during booking, tickets cannot normally be cancelled or refunded merely because you can no longer attend. Live-event tickets are generally exempt from the usual 14-day cancellation period.

This does not affect your statutory rights where an event is cancelled, materially changed or the service is not provided with reasonable care and skill.

8. Event cancellation

If we cancel an event and do not provide a suitable replacement date or alternative event, ticket holders will normally be entitled to a refund of the amount paid for the cancelled event.

We will contact the purchaser using the contact information provided with the booking.

We are not responsible for separate expenses such as:

• travel;
• accommodation;
• meals;
• parking;
• childcare;
• other associated costs,

unless liability cannot lawfully be excluded.

Terms allowing a business to retain payment where no contracted service is provided may be unfair and unenforceable.

9. Postponed or rescheduled events

Where an event is rescheduled, tickets will normally remain valid for the new date.

We will notify the purchaser and explain the available options. Depending on the circumstances, these may include:

• retaining the ticket for the new date;
• transferring to another eligible event;
• requesting a refund within a specified reasonable period.

10. Material changes

Where an event is materially changed, we will consider whether affected customers should be offered a refund or another appropriate remedy.

Minor changes to performers, running times or programme content will not necessarily constitute a material change.

11. Refund method

Approved refunds will normally be returned to the original payment method.

Processing times may depend on the payment provider and card issuer.

Unless expressly stated otherwise, refunds do not include costs unrelated to the ticket purchase.

12. Transfers and resale

Tickets may not be resold for commercial gain or through unauthorised channels.

Tickets may not be:

• advertised or sold in connection with another product or service;
• used for competitions, promotions or hospitality packages without written permission;
• resold in breach of applicable law or the rules of an authorised resale service.

We may cancel tickets where we reasonably believe they were purchased or resold fraudulently, unlawfully or in material breach of these terms.

Any transfer facility offered by us is subject to its stated conditions.

13. Admission and conduct

Admission is subject to these terms and the venue’s reasonable rules.

We may refuse admission or require a person to leave where they:

• are intoxicated or behaving dangerously;
• threaten, abuse or harass staff, performers or customers;
• disrupt the performance;
• refuse a lawful or reasonable instruction;
• bring prohibited items into the venue;
• appear to be using a fraudulent or invalid ticket;
• fail to meet an event’s age requirement.

Where admission is refused because of the customer’s conduct or breach of these terms, a refund will not normally be provided.

14. Security and prohibited items

Customers may be subject to reasonable security checks.

Prohibited items may include:

• weapons;
• illegal substances;
• outside alcohol;
• professional recording equipment without permission;
• items reasonably considered dangerous or disruptive.

The full venue policy may be published separately or displayed at the venue.

15. Photography and recording

Personal photography may be permitted unless otherwise stated, but flash photography, professional equipment and audio or video recording may be prohibited.

Events may be photographed or filmed by or on behalf of the venue or promoter. Where applicable, notices will be displayed and further information will be provided.

16. Accessibility

Customers with accessibility requirements should contact us at manager@up-the-creek.com before attending so that reasonable arrangements can be discussed.

Accessibility arrangements are subject to the venue’s facilities and operational requirements.

17. Liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of rights that cannot legally be excluded.

Subject to that, we are not responsible for losses that were not reasonably foreseeable when the contract was formed or for business losses incurred by customers purchasing tickets wholly or mainly for business purposes.

18. Personal information

Personal information is handled in accordance with our Privacy Policy and Cookie Policy.

19. Complaints

Questions or complaints should be sent to:

Please include the booking reference, event and a clear description of the issue.

20. Governing law

These terms are governed by the laws of England and Wales.

Consumers living in Scotland or Northern Ireland may also bring proceedings in the courts of the jurisdiction in which they live where applicable.

21. Changes to these terms

The version accepted when you purchase your ticket will apply to that booking.

We may update these terms for future purchases by publishing a revised version on the website.