Festicket.com Booking Terms

This version is a translation of the original in English for information purposes only. In case of a discrepancy, the English original will prevail.

    1. General

      www.festicket.com (the "Website") is an innovative website that offers event tickets and other add-ons, as offered by event organisers.

    2. The Website is operated by Festicket Ltd, company number 07923345, with its registered office address at Centro Forum, 74 - 80 Camden St, London NW1 0EG, United Kingdom ("Festicket", "we" or "us"). Festicket does not itself own or supply any of the services sold via the Website and we act solely as agent in making arrangements on your behalf. Your contract is directly with the event organiser. All sales made via the Website are sold by us as agent for the third party service providers and your contract(s) is/are with that/those service provider(s). We strongly advise you to read all contract terms carefully before you book as they contain important information about your booking and will be binding on you. Please ask us for copies if you do not have them. The booking arrangements that we make with suppliers on your behalf are also subject to these terms and conditions (the "Booking Terms") and by making a booking with us you agree to be bound by the applicable section(s) of these Booking Terms. See below for more information on which section(s) of these Booking Terms apply to your booking. These Booking Terms form a contract between us and you and are legally binding so please read them carefully. If you do not agree to these Booking Terms and the relevant service providers’ terms and conditions, you should not make any bookings via the Website.

    3. References to "you" and "your" in these Booking Terms include the person who makes the booking(s) via the Website (i.e. the "lead attendee" as further described below) and all persons on whose behalf a booking is made or any other person to whom a booking is transferred.

  1. How to book

    1. All event tickets are subject to availability. Event organisers supply us with a limited number of tickets for sale within a limited sales period and so we only have a limited number of tickets available at the prices indicated on the Website.

    2. To make a booking for your event ticket, simply follow the instructions on the Website and complete the relevant details. The tickets and services are priced individually and will be shown as you make your selection; the total price for the individual services that you have selected will be shown when you have finished making your selections and are ready to check-out.

    3. You must select the "Pay Now" button to proceed to the payment and check-out page. All tickets and other services are payable in full at the time of booking. A contract is only formed once we have issued you with an email booking confirmation setting out the full details of your tickets and any other services booked. We will only issue your booking confirmation once full payment has been received. Please check your booking confirmation carefully and contact us immediately at https://support.eventgenius.live/en if anything on the booking confirmation appears to be incorrect or incomplete.

    4. As explained in section 1 above, in addition to these Booking Terms you will be entering into a contract with the relevant third party service provider and the terms and conditions of that service provider will apply to the service being provided. We strongly advise you to read carefully the terms of the provider(s) of your booking as they contain important information about your booking which will be binding on you. Please ask us for copies if you do not have them.

    5. The person who makes the booking via the Website will be deemed to be the "lead attendee" for that booking and will be listed as the contracting party on the booking confirmation. The lead attendee will be responsible for ensuring that all payments are made (although payments can be accepted from other names on the booking) as well as advising us of any amendments or cancellations. We are only authorised to consider/accept amendments and cancellations notified to us by the lead attendee in writing including by email. By making the booking the lead attendee confirms that he/she:

      1. has read and agrees to these Booking Terms and all applicable third party service provider terms and conditions and is authorised to, and agrees to, enter into a contract with the respective service provider(s) in accordance with their terms and conditions on behalf of all parties named in the booking; and

      2. is over 18 years of age, and where placing an order for tickets or other services with age restrictions, declares that he/she and all members of the party are of the appropriate age to purchase those tickets or services.

  2. Price of your ticket and other services

    1. The price of your ticket, the ticket booking fee and the price of other services that are offered such as hotel, other accommodation including camping, and other travel services are set by the service providers and are displayed on the Website along with details of what is included in the price. Anything not specifically described on the Website as being included in the price is extra, and you will need to pay the event service provider directly for any services not included in the price of your ticket or other service.

    2. Prices are subject to change at any time before you book. The price of the event ticket including the booking fee and each additional service that you wish to purchase will be confirmed before you proceed with the booking, together with any applicable taxes, such as local city or tourist taxes, and fees.

    3. In addition to the price of your accommodation, and depending on the hotel or other accommodation provider's policy, you may be required to pay a deposit on arrival at your accommodation to insure against any damages which occur during your occupancy of the property. If applicable, such a deposit may be requested at the time of booking, or subsequently on your arrival.

  3. Payment and fees

    1. In order to make a booking, you must pay the total price of your event ticket and any other services that you have selected in full at the time of booking, together with the booking fee set by the service provider and our booking fee (see below). No booking confirmation will be issued until the full amount has been received.

    2. We accept most credit and debit cards as well as other forms of payment including PayPal. Please check the Website for details.

    3. By entering your payment details, you confirm that you have the right to use the applicable payment method. All credit and debit cardholders are subject to validation checks and authorisation by the card issuer. If your card issuer refuses to authorise payment, we will not be able to process your booking.

    4. If you select our "Payment Plan" option during check-out the Payment Plan Terms will also apply to your payment and booking.

    5. In addition to any booking fee set by the service provider, we charge a small booking fee for the majority of bookings made via the website, including those using the Payment Plan method of payment. Such fees are used to cover the cost of setting up and managing the Payment Plan (if applicable), as well as the marketing, promotion, distribution and other costs involved in offering packages to some of the world’s biggest and most exciting events. All booking fees are disclosed before completing payment to ensure you are aware of the total cost before committing to a booking.

  4. Event tickets

    1. Entry into an event booked via the Website will only be permitted on production of a valid ticket or pass. We will supply tickets to you in advance of the event date but we cannot supply your ticket until we receive them from the event organiser. We may deliver tickets by a different means from the one specified in the order to ensure that you receive your ticket in advance e.g. email instead of post. Accordingly, if we issue you with an e-ticket, you must bring that e-ticket and present it at the event check-in point in order to gain entry into the event. You must use the e-ticket issued in your name and no other e-ticket. You must not allow others to use your e-ticket. If someone else has used your e-ticket you will not be allowed entry. If we issue you with a voucher, you must present the voucher together with the payment card you used for payment and a valid form of ID to the event check-in point in order to obtain your event ticket or pass. The event organiser may refuse you entry if you fail to produce all of the aforementioned documents. See the organiser’s terms and conditions for more information. Festicket shall have no liability for any refusal of admission on the basis of failure to produce valid documentation.

    2. Customers must comply with last entry times, codes of conduct and all other requirements of the event organiser and the event organiser has the absolute right to determine entry. Festicket shall not be liable for any non-admission by the organiser.

    3. Artists and attractions included in the event programme may be subject to change. We will advise you of any changes which have been notified to us as soon as advised by the event organiser or promoter. The terms and conditions of the event organiser apply to any changes and changes may not be refundable.

    4. Event tickets are generally non-refundable and non-transferable unless the event is cancelled or rescheduled by the organiser/promoter – see Clause 14 below for more information.

  5. Cancellations and amendments by you

    1. Please note that most event tickets are non-refundable if you cancel them, and the booking fee is always non-refundable, in both cases except in certain circumstances – see below.

    2. If you wish to cancel the event ticket you have booked after your email booking confirmation has been issued, you must notify us in writing and cancellation shall not take effect until the notice is received by us. You will be required to pay any applicable cancellation fees that are charged by the event organiser as set out in their respective terms and conditions. Any such fee shall be deducted from the refund due to you. Where tickets are non-refundable, this will mean the supplier will retain your full booking payment, including the booking fee.

    3. In some exceptional cases, the event organiser might allow us to process a name change for an event ticket but we cannot guarantee this. An administration fee will be charged for processing a name change (the amount will depend on the supplier). To request a name change, you will need to contact us as soon as possible.

    4. If you have purchased Booking Protect refund protection, check the terms and conditions of Booking Protect to see if you are able to claim a refund. See Clause 8 below.

    5. In the event of cancellation or postponement by you of the event or other services that you have purchased, all fees (including any payment plan, banking/transaction, booking, and postage fees) will be non-refundable (save in certain specific circumstances under which a refund may be due by law – see Clause 14 ). For incomplete payment plan orders, we will recover all fees from any payments already made.

  6. Complaints

    1. If you have a problem while you are at the event you must report this to the event organiser, without undue delay. If the problem is not resolved locally, please follow this up after your return home, ideally within 28 days, by contacting us at https://support.eventgenius.live/en giving your booking reference and all other relevant information and we will attempt to remedy your complaint with the supplier on your behalf. If you fail to follow this procedure, there will be less opportunity to investigate and rectify your complaint and this may affect your rights under your contract.

  7. Insurance and Booking Protection refund protection

    1. We strongly advise that you take out a policy of insurance to cover you and your party against, as a minimum, the cost of cancellation by you, (if you are travelling outside the U.K. for your event) the cost of medical assistance and repatriation in the event of accident or illness, loss of baggage and money, and other expenses.

    2. In addition, you can protect your event tickets with booking refund protection, “Booking Protect”, which you can choose to purchase at the time of booking. Booking Protect provides you with a refund of your booking payment in case you are unable to attend the event in a range of circumstances outside of your control including (but not limited to) death, injury or illness, burglary or fire at your residence 48 hours prior to the event, adverse weather conditions and jury service. Full terms and conditions of the Booking Protect refund protection scheme are provided on the Website.

    3. Booking Protect is a product provided by Booking Protect Limited, a company registered in England and Wales under company no. 08968744. Booking Protect is an appointed representative of JSV Events Limited which is authorised and regulated by the Financial Conduct Authority. Refund applications will be processed by Booking Protect in accordance with their terms and conditions.

  8. Health and safety; appropriate behaviour

    1. You must comply at all times with all health and safety requirements of the event organiser, hotel or other accommodation provider, and transport provider (as applicable). If you breach any of these requirements or your behaviour or conduct, in the reasonable opinion of the supplier, causes or is likely to cause danger, upset or distress to anyone else or damage to property, you may be refused travel or entry. Neither we nor the supplier shall have any liability to you in these circumstances and no refunds shall be given.

  9. Passport, visas, health and security

    1. If the event is located outside the U.K., you will need a valid passport to travel. Most countries require a minimum validity of at least 6 months after your return date for passports. A visa may also be necessary. Please contact us for any general information about passports and visas that you may need, however, it is your responsibility to ensure that you have the required passport, visa, and any other documentation required for or by your destination country. Neither we nor any supplier shall have any responsibility or liability to you if you are refused travel or entry in the destination country because you have not complied with any passport, visa or immigration requirements.

    2. Health requirements for travelling abroad change and you should check the up-to-date position in good time before departure by checking the travel advice section of the Department of Health's website or by checking the recommended practice with your GP, practice nurse or travel health clinic. We can provide you with general information about health formalities, but you should check with your own doctor for your specific circumstances. If you are visiting a European Union (EU) country, you should obtain a European Health Insurance Card (EHIC) and take it with you when you travel. The EHIC can be obtained free of charge by completing an application form available from the main Post Offices and from www.dh.gov.uk/travellers. Please note, the EHIC is in addition to travel insurance, not instead of it.

    3. The Foreign and Commonwealth Travel Advice Unit issues and frequently updates advice for those travelling outside the UK. You are advised to check this information before you go by accessing the latest Travel Advice on www.gov.uk/foreign-travel-advice.

  10. Special requests and medical problems

    1. If you have any special requests, you must advise us at the time of booking. We will pass on any reasonable requests on to the supplier, but we cannot guarantee any request will be met.

    2. If you or any member of your party has any medical problem or disability that may require assistance, please tell us before you book or, if diagnosed after you confirm your booking, as soon as possible after you become aware. If the supplier in question is unable to properly accommodate the particular needs of the person concerned, the supplier may decide to decline your booking or, if full details are not given at the time of booking, cancel the booking when the supplier becomes aware of these details.

    3. Extra charges may apply to special arrangements put in place at your request. These will be advised to you at the time of booking or (if later) once we have liaised with the supplier following receipt of your request.

  11. Data protection

    1. We will process any personal data that we collect, or that you give to us, in accordance with our Privacy Policy.

  12. Changes to your booking or cancellation by the supplier (including due to Covid-19)

    1. Your contractual rights in relation to any change to your booking or cancellation by the supplier will be set out in the supplier’s terms and conditions. As noted above, artists and attractions included in a event programme are subject to change. We will advise you of any changes as soon as advised by the event organiser or promoter. Changes may not be refundable – see the event’s terms and conditions.

    2. You will also have certain statutory rights as a consumer. These rights will vary depending on your country of residence, but for UK/EU residents the general rule is that where consumers have paid money in advance for services that are then cancelled or cannot be provided/received for certain reasons, they will generally be entitled to obtain a refund. In particular, for most consumer contracts, the law would generally require a consumer to be offered a full refund where:

      1. a business has cancelled a contract without providing any of the services;

      2. no services are provided by a business because this is prevented by Covid-19 lockdown laws or restrictions; and/or

      3. a consumer is prevented from receiving any services, because, for example, Covid-19 lockdown laws or restrictions in their home country or abroad have made it illegal to receive or use the services.

    3. Suppliers are entitled to offer alternatives to a refund – for example, credits, vouchers, re-booking or re-scheduling – so long as a refund is an option. The above statutory rights to a refund will usually apply even where a supplier says part of the payment is non-refundable, though this will depend on the circumstances. In some cases, where lockdown laws/restrictions prevent a business from providing a service or the consumer from receiving it, the business may be able to deduct from its refund a contribution to the costs it has already incurred.

    4. As agent it is our responsibility to notify you as soon as possible of any changes of which the supplier makes us aware so that you may exercise the rights available to you under the supplier’s booking conditions or your statutory rights. Where any refund or other payment is due to you from the supplier, our responsibility is to pass this on to you as soon as possible after receiving it from the supplier. We will endeavour to assist you in your dealings with the supplier, but shall have no further responsibility or liability to you in relation to any change to or cancellation of the booking.

  13. Our responsibility to you

    1. As agent we promise to provide our agency services to arrange your event ticket and other services that you purchase with reasonable care and skill. We have no other liability in relation to any event or other services that you purchase via the Website save that we do not exclude or limit our liability to you where it would be unlawful to do so. Your contracts with the event organiser and each of the other suppliers will set out their liability in relation to the services that they are providing to you.

  14. Governing law and jurisdiction

    1. Our Terms of Business are governed by and shall be construed in accordance with English law. The courts of England and Wales shall have jurisdiction to decide any dispute or claim that arises out of or in connection with these Booking Terms. If you are a resident of Scotland or Northern Ireland, you may choose the law and jurisdiction of Scotland or Northern Ireland instead.