Terms of use and purchase

1. Who we are and what these terms cover

Enjoy Tickets is a trading name of Enjoy Tickets Ltd, a company registered in England and Wales with company number 16330135. Our registered office is Office 28 Basepoint, Dartford Business Park, Victoria Road, Dartford, Kent, DA1 5FS. In these terms, “we”, “us” and “our” mean Enjoy Tickets, and “you” means the person using our website or app, or buying from us.

These terms apply when you:

• use enjoytickets.co.uk, the Enjoy Tickets app, or a shop that says “Tickets by Enjoy Tickets” (an organiser's or a partner's shop that sells through our checkout)
• buy tickets, extras, a Flexible ticket or a gift card from us, or join a waitlist, a waiting room or a group booking
• open an account, pass a ticket on, or sell one through fan resale

When you buy, these also form part of your agreement: the event's own details and conditions on its event page, including the organiser's refund policy under Good to know, our Refund policy, and our Gift card terms if you buy or use a gift card. Our Privacy notice and Cookie policy explain how we use your information.

You must be at least 16 to buy tickets or open an account. If you are 16 or 17, you need the permission of a parent or guardian, who accepts these terms for you. An event may have its own age limit, which is shown on its event page, and the venue may check it at the door.

We may update these terms, for example when we add a feature or the law changes. The version date is at the top of this page. The terms that apply to an order are the ones published when you placed it.

2. How Enjoy Tickets works: we sell for the organiser

Every event on Enjoy Tickets is run by an organiser, whose name is on the event page. We sell tickets on the organiser's behalf, as their agent. This means:

• Your agreement to attend the event is with the organiser. The organiser is responsible for the event itself: the line up, the times, the venue, the age limit, the door policy, safety on the night, and the refund policy for the event.
• Your agreement with us is for the booking: selling you the ticket, taking your payment, sending your tickets, and the services in these terms, such as transfers, fan resale, the waitlist, the Flexible ticket, gift cards and our help centre. The booking fee, our commission and the Flexible ticket price are ours. The rest of the ticket price is the organiser's money, which we collect for them.

If you have a question about the event itself, contact us and say which event. We pass it to the organiser and come back to you.

Partners and shops

Some partners, such as promoters, venues and media sites, send you to our events with a link or a button, or run a shop that sells through our checkout. When you pay on our checkout, you buy from us under these terms, wherever you started.

A few ticket sellers sell our events through their own checkout. If you paid one of them, that seller is responsible for your purchase and any refund, and their own terms apply to it. Your tickets still work at the door, and we will help if you get stuck.

3. Prices, the booking fee and the processing fee

Every price you see is the full price you pay, including our fee and any VAT. The event page shows it before you choose, and checkout shows the same amount. Nothing is added later, apart from extras or a Flexible ticket if you choose to add them, and their prices are shown before you pay.

Our fee for selling the ticket works in one of two ways. The event page and checkout always show which one applies to your event:

• A booking fee on top of the organiser's price. The rate is agreed with each organiser, so it can differ between events; the event page shows the amount with each price, and checkout shows the ticket price and the booking fee as separate lines before you pay.
• Our commission inside the ticket price, plus a processing fee. For some organisers our commission is already part of the ticket price you see, and a processing fee covers card and payment costs. The event page shows it with each price as “incl. … processing fee”, and checkout shows it as its own line.
• Free tickets carry no booking fee and no processing fee.
• A discount code lowers the face value. A booking fee is worked out on the lower price, so it goes down too.
• Extras carry the booking fee at the event's rate, like tickets.
• Each event is priced in its own currency: pounds for UK events, euros for events in the euro area, for example Ireland, Belgium, the Netherlands, Italy and Germany, and lei for events in Romania. If your card is in another currency, your bank converts the amount and may charge you for doing so.

Where these terms say “booking fee”, they mean our booking fee or our processing fee, whichever applies to your event.

If we show a price that is clearly wrong because of a mistake, for example a ticket listed at a fraction of its real price, we may cancel the order and refund everything you paid. We will tell you by email.

4. Paying, and when your order is confirmed

You pay by card, Apple Pay or Google Pay on our secure payment page. Payments are processed for us by Revolut Ltd, acting as our payment processor. Your card details are entered on the payment page only: we never see or keep your full card number.

• When you choose tickets, we hold them for you for 10 minutes so nobody else can buy them while you pay. Once you start paying, we add some extra time so a slow bank check does not cost you your tickets. If the time runs out, the tickets go back on sale and nothing is charged.
• Your order is confirmed when we show the confirmation page and send your tickets by email. That is when the agreement to buy is made. Until then we may decline an order, for example if a limit or a code rule is broken.
• In the rare case that the last tickets sell, or a limit is reached, while your payment is going through, we do not issue the tickets and we refund what you paid in full.
• If you leave a checkout without paying, we may send you one reminder email for that event. It has a link to stop these reminders.

5. Your tickets

Your tickets are on the confirmation page, in the email we send you, on your order page (the link is in that email), and in My tickets and the app when you are logged in with the same email address. Some tickets can also be added to Apple Wallet or Google Wallet.

• Check your email address when you buy. If you typed it wrong, you can fix it yourself for 30 minutes after paying, up to 3 times per order. After that, contact us and our team can change it. Your tickets then get new QR codes, so the copy sent to the wrong address stops working.
• Each ticket has its own QR code. On your ticket page and order page the code changes every 30 seconds, so a screenshot or photo of it soon stops working.
• Your tickets are yours as soon as you pay, but their QR codes appear 24 hours before doors (or the time shown on your ticket), on your ticket and by email, so they cannot be copied early.
• Some organisers require the moving code at the door. For those events, a fixed QR code (from the email, a printout or a screenshot) is refused, and your tickets email tells you to open your live ticket. For other events, the QR code in your email works too.
• Keep your tickets to yourself. The first valid scan of a code lets its holder in, so anyone you show or send your code to could use it before you. If you think someone else has your ticket, contact us straight away.

6. Getting in: entry, ID and the event’s rules

• Each ticket lets one person in, once. Whether you can leave and come back in depends on the event: ask the door staff first.
• If the event has an age limit, it is on the event page. The venue decides how it checks ages, so bring photo ID if there is any doubt. You may be refused entry without acceptable ID.
• The organiser's and the venue's conditions of entry apply, for example bag searches, behaviour, and anything banned at the venue. They may refuse you entry, or ask you to leave, if you break them or for safety reasons. Whether you get a refund then depends on the organiser's policy and your rights under the law.
• Doors and start times are the venue's local time.
• If you need access arrangements, such as a wheelchair space at a standing event or a ticket for someone who assists you, contact us before you buy and we will ask the organiser.

Photography and filming

Photography and video filming may take place at an event, including recordings of the audience and general atmosphere. The organiser and its authorised partners may use footage and photographs for event documentation and promotion where permitted by applicable law. The organiser's privacy information and our Privacy notice explain the relevant purposes, legal bases and how to exercise your data protection rights. Buying a ticket acknowledges that this notice has been given to you; it is not consent where separate consent is required.

7. Passing a ticket to a friend

You can pass a ticket to someone else for free. Log in with the email address the ticket was sent to, open the ticket in My tickets, and enter their full name and email address.

• The ticket gets a new QR code with their name on it, every time it is passed on. Your copy stops working straight away, and this cannot be undone.
• They get the ticket by email, and can pass it on again.
• You cannot pass a ticket on once the event has started, after it has been used, or while it is listed for resale.

Passing a ticket on is for giving it to someone who will go. To get money back for a ticket you cannot use, use fan resale (below). The organiser's conditions may not allow tickets to be resold elsewhere, and tickets resold against those conditions may be cancelled.

8. Selling a ticket you cannot use: fan resale

If you cannot go, you may be able to sell your ticket to another fan on Enjoy Tickets, at what you paid for it or less, never more. Resale is on for most events, but the organiser can turn it off.

• Resale is for the person who bought and paid for the ticket by card, logged in to their account, before the event starts. It is not available for free tickets, guest list tickets or tickets that were passed to you.
• Before you list, you see exactly what the next buyer pays and what comes back to you. The next buyer pays your price plus the event's booking fee or processing fee.
• When it sells, the buyer gets a brand new ticket with a new QR code, for the same seat if you had one, and your ticket stops working. Your money goes back to the card you paid with, usually within 5 to 10 working days.
• The booking fee you paid when you bought the ticket is not refunded. The page shows the exact amount you get back before you list.
• Until it sells, your ticket keeps working. If you use it, the listing ends. You can take it off sale at any time, and a listed ticket cannot be passed on.
• Listed tickets appear on the event page once the event is sold out. There is no promise that a ticket will sell.

If you buy a resale ticket, it is reserved for you for 15 minutes while you pay. If someone else bought it first, you are not charged, or you are refunded in full.

9. Refunds and cancellations

No 14 day cooling off period for tickets

When you buy most things online you can usually change your mind within 14 days. That right does not apply to tickets, because they are for a leisure event on a specific date. This is set out in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in the UK, and in the same rule under EU law (the Consumer Rights Directive) for buyers in the EU. So once your order is confirmed, you cannot cancel it just because you changed your mind, unless the organiser's refund policy or your Flexible ticket allows it.

If the event is cancelled

You get a full refund, including the booking fee, any extras and any Flexible ticket price, to the way you paid. You do not need to ask. We email you when we send it, and it usually shows within 5 to 10 working days. The tickets stop working.

If the event moves or changes a lot

You can keep your ticket, or ask for a full refund within the period we announce, which is at least 14 days. See When an event changes.

If you cannot go

Refunds for other reasons depend on the organiser's refund policy, shown on the event page under Good to know, which you agree to when you buy. You can also:

• refund the order yourself, if you added a Flexible ticket and it is before the cut off (below)
• sell the ticket to another fan at face value or less, if resale is on
• pass it to a friend for free

To ask for a refund, contact us with your order reference. We check the event's policy and ask the organiser for you.

How refunds are paid

• Refunds go back to the card or method you paid with. If you bought from a partner who took your payment, the refund goes back through that partner.
• When a refund is for a reason other than a cancelled, moved or materially changed event, the booking fee or processing fee may be kept, depending on the reason and the organiser's policy. The refund email says exactly what was refunded.
• Refunded tickets and extras stop working.

Our short Refund policy sums all of this up. None of this takes away your rights under consumer law, for example if our booking service was not provided with reasonable care and skill.

10. When an event changes

Sometimes an organiser has to move an event to another date, time or venue. When that happens:

• your tickets stay valid for the new date, time or venue, and you do not need new ones
• we email you the new details, and they show on the event page, your ticket and in the app
• if you have a Flexible ticket, its cut off moves with the new start time

If the event is moved to a new date, or changes materially, for example a different venue in another town or a different headline act, you can keep your ticket or ask for a full refund, including the booking fee, any extras and any Flexible ticket price, within the period we announce in our email about the change, which is at least 14 days. Contact us with your order reference. After that period the organiser's refund policy applies as usual, and you can still pass the ticket on or sell it through fan resale if it is on.

Changes to the line up, set times or support acts are for the organiser, unless the organiser's policy says otherwise. Your rights under consumer law always apply, for example where the event is no longer substantially what you paid for.

11. The Flexible ticket

For some events, the organiser offers a Flexible ticket. It is an optional term of your ticket, sold by us, that lets you refund your order yourself, for any reason, until a cut off before the event.

• Price. A percentage of your order's face value (tickets after any discount, plus extras), set for each event between 3% and 15%. It is 8% unless the event sets another. Checkout shows the exact amount before you pay.
• Cut off. You can use it until the time shown at checkout and on your order, which is 48 hours before the start unless the event sets another. If the event moves, the cut off moves with it.
• No reason or proof needed. Refund from your order page, My tickets or the app, with one confirm. Nothing depends on why you cannot go.
• What you get back. The ticket prices and booking or processing fees of everything on the order that is still yours: tickets you have not passed on or used, and extras you have not collected. The Flexible ticket price itself is not refundable. Tickets you passed to someone else are theirs and are not refunded. If a ticket is listed for resale, take it off sale first.
• Refunds go to the card you paid with, usually within 5 to 10 working days, and your tickets for the order stop working straight away.
• After the cut off the option closes, and the organiser's refund policy applies as usual.
• If the event is cancelled, you get everything back, the Flexible ticket price included.

The Flexible ticket is not insurance. It is part of what you buy from us, so it does not depend on any event happening to you, and there is no claim to make. Your order keeps the terms it was sold with, even if the event's settings change later.

12. Extras

Organisers can sell extras with tickets, such as merch (in sizes), parking, the cloakroom and VIP upgrades. We sell them on the organiser's behalf, like tickets, and the organiser provides them.

• Each item has its own QR code, which you show at the door or a pick up point. Each code works once.
• Some extras are only sold with a ticket in the same order, and an upgrade may be limited to one per ticket of certain types. One order can have up to 20 extra items.
• Extras are not sold after the event starts. Discount codes do not apply to extras.
• If an extra sells out while you are paying, we do not complete the order and we refund it in full.
• Extras are refunded on the same basis as tickets. If the event is cancelled, they are refunded with it.

13. Gift cards

You can pay for an order with an Enjoy Tickets gift card. A gift card can be used on any event priced in the gift card's currency, lasts 5 years from when it was bought, and costs nothing extra to buy. What you do not spend stays on the card for next time. The full rules are in our Gift card terms.

14. Group bookings

Some events let one person book for a group, so everyone pays their own share.

• The group leader chooses the tickets for the group. We hold those places for the time shown when the group is started (usually 2 hours, never more than 24 hours, and the leader can extend it once), and the leader shares a link with their friends.
• Everyone, the leader included, pays for their own place through the link, and each place is reserved for 20 minutes while that person pays. Each person who pays is the buyer of their own ticket, with their own order, and these terms apply to them. Nobody is ever charged for someone else's place.
• Places that nobody has paid for when the time runs out are released and go back on sale. The group then goes ahead with the places that were paid for.
• Ticket limits, codes and the organiser's refund policy apply to each person in the group as they would to any buyer, and a refund for one person is a refund of their own order only.

15. Codes and ticket limits

Presale and discount codes

Organisers give out codes, for example to their newsletter or fan club. A presale code unlocks tickets that are hidden until then, and they stay unlocked in that browser. A discount code takes money off the face value before you pay. We cannot give out codes ourselves.

A code may work only for some ticket types, dates or events, only for a limited time, for a limited number of orders, or a limited number of times per email address. Capital letters and spaces do not matter. Codes have no cash value and cannot be sold.

Limits

• One order can have up to 10 tickets.
• An organiser can set a lower limit for one ticket type.
• For busy events, the organiser can limit how many tickets one person can have in total. We count all your orders for that event by your account, your email address and your browser.

Please do not try to get round limits or code rules, for example with extra accounts, other email addresses or automated tools. We check them when you choose tickets and again when you pay. If an order breaks them, we may decline or cancel it and refund what you paid.

16. The waiting room and the waitlist

The waiting room

For big on sales, the organiser can use a waiting room so everyone gets a fair chance.

• It opens 30 minutes before tickets go on sale.
• At the on sale time, everyone already waiting gets a random place in the line, so arriving early does not put you ahead. People who arrive later join the back.
• One browser has one place, and only people with the page open move forward. Refreshing does not change your place.
• When it is your turn, you get a pass to choose and pay, for the number of minutes shown on the page. If it runs out before you buy, you can join again at the back.
• Your browser solves a small check before it joins, which keeps automated tools out, and we limit how many places one connection can take. We may remove places that use automated tools or try to take more than one place.
• A place in the line is not a promise of tickets: they may sell out before your turn.

The waitlist

When tickets sell out, you can join the waitlist for free. If tickets come back, people on the waitlist are offered them first, in the order they joined. When it is your turn, we email you and hold the tickets for you for 15 minutes. If you do not buy in time, they go to the next person. There is no promise that tickets come back.

17. Your account

You do not need an account to buy. If you open one:

• use your own name and an email address you can read, and a password of at least 8 characters that you keep to yourself
• confirm your email address: tickets bought with that address join your account only once it is confirmed
• you are responsible for what is done with your account, so tell us straight away if you think someone else has used it

Closing your account

You can close your account at any time, from your account page on the website or from your account screen in the app. You confirm with your password. We delete your login, saved events, the organisers you follow, your waitlist places, your notification settings and devices, and your marketing choices. Anything you have listed for resale is taken off sale.

We keep your orders and payments, separate from any account, because the law requires us to keep sales records. Tickets for events still to come keep working from your email. A login that also runs an organiser or partner account is closed by our team with you.

We may suspend or close an account that breaks these terms, for example for fraud, abuse of our staff or other buyers, or getting round ticket limits. Where it is fair to do so, we will tell you first and explain why.

18. The app and notifications

The Enjoy Tickets app for iPhone and Android works under these terms. You pay on our secure checkout, which the app opens for you; payment never happens inside the app itself. The app store you download from also has its own terms.

If you allow notifications, the app can tell you when your tickets are ready, when a ticket is sent to you, about refunds and resale, the day before and when doors open, about changes to your events, waitlist offers, new events from organisers you follow, and one reminder about an unpaid checkout. You can switch each kind on or off in the app, and set quiet hours. A few urgent ones, such as doors opening, cancellations and waitlist offers, can still arrive in quiet hours.

19. Using Enjoy Tickets fairly

When you use Enjoy Tickets, please do not:

• use bots, scripts or other automated tools to buy tickets, join a waiting room or a waitlist, or check availability (partners use our API under their own terms)
• buy tickets to resell them for more than face value
• copy, alter or share QR codes so that more people get in than tickets were bought
• pretend to be someone else, or use a payment card you are not allowed to use
• try to get round our security, ticket limits, code rules or the waiting room
• copy large parts of the site or its data
• send unlawful, abusive or misleading messages to our team, organisers or other buyers

If you do, we may decline or cancel your orders, cancel the tickets concerned, and suspend or close your account. Where we cancel an order for this reason we refund what you paid, unless the law allows us to keep it.

20. Our responsibility to you

We provide our booking services with reasonable care and skill. If we do not, you have rights under the Consumer Rights Act 2015, and these terms do not take them away.

• The organiser is responsible for the event itself and what happens at it, and the venue for the venue. We are responsible for our part: the booking, your tickets and our services.
• We are not responsible for losses that were not foreseeable when you bought, or for business losses. If an event is cancelled or changed, we refund what these terms and the organiser's policy say, but we are not responsible for other costs such as travel or accommodation, unless the law says otherwise.
• We are not responsible for delays or failures caused by things outside our reasonable control, but we will do what we reasonably can to limit their effect on you.
• Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

21. Complaints

If something has gone wrong, contact us with your order reference, the email address you bought with, and what happened. We reply by email, with a private link to the conversation, and you can answer without an account. We reply within 5 working days. If your complaint is about the event itself, we pass it to the organiser and come back to you.

We are not a member of an alternative dispute resolution (ADR) scheme and do not use one. If we cannot settle a complaint between us, you can bring a claim in the courts described under The law that applies.

22. The law that applies

These terms are governed by the law of England and Wales, and disputes go to the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts.

If you live in the European Union, you also keep the protection of the consumer laws of the country where you live, which these terms cannot take away, and you can bring a claim in the courts there.

If a court decides that part of these terms cannot be enforced, the rest still applies. If we do not enforce a term straight away, we can still do so later. Nobody other than you and us can enforce these terms, except that the organiser of your event may rely on the parts about their event.