Terms & Conditions of purchase
These Terms & Conditions of Purchase cover every transaction and purchase you make from The Fan Zone Ltd. Please read them carefully before transacting with us.
​​​​​​​1. Introduction
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1.1 The Fan Zone (“The Fan Zone”, “we”, “us”, “our”) is a company registered in England and Wales under company number 14579334, with registered offices at 15 Belvedere Gardens, Chineham, Basingstoke, RG24 8GB. We operate an online marketplace where you can purchase tickets (“Tickets”) as well as other items (“Services”) in connection with sports matches and events (the “Events”). In these terms and conditions, “You” or “Your” means the person using our Site to buy goods from us.
These Terms and Conditions of Purchase (including any documents referred to in it) (“Agreement”) list the terms of agreement between you (“You”) and The Fan Zone for the buying and selling of tickets, and all other services that we provide. These terms and conditions have been prepared to help you understand the purchase process on www.thefanzone.io, and any sub-domains of www.thefanzone.io (together the “Site”) and ensure your satisfaction. They set out:
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Your legal rights and responsibilities
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Our legal rights and responsibilities; and
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Certain key information required by law
If you are unclear about any of the terms and conditions in this agreement and want to talk to us about it, please contact us by email at matt.talmage@thefanzone.io. We will endeavour to respond to all enquiries within 3 business days.
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1.2 The Fan Zone sells Tickets and associated products and services on behalf of event organisers, venues, agents, teams, and other persons involved in the organisation of events (“Event Partner(s)”). Please note that we are not responsible for organising or delivering the events themselves.
1.3 The Fan Zone only works with reliable Event Partners that can offer official, guaranteed access to Events. However, we cannot accept responsibility for the delivery or quality of any products and/or services sold with a Ticket (unless, as applicable, the same are delivered or produced directly by us). Products and/or services sold with a Ticket are provided and fulfilled by the relevant Event Partner, who is responsible for the delivery and the quality of such products and/or services.
1.4 The Fan Zone sells Tickets as and when they are allocated to us by Event Partners, and in accordance with their instructions. The number and type of Tickets allocated for sale by us vary on an event by event basis.
1.5 Tickets are made available for sale on the Site as and when they are allocated, made available and/or listed for sale by Event Partners or, in certain circumstances, when we have acquired them from Event Partners, and in each case in accordance with their terms and conditions. The number and type of Tickets made available for sale on the Site will vary on an event by event basis.
1.6 Tickets for popular events may sell-out quickly but we do not control the ticket inventory or availability.
1.7 All seating maps and charts displayed during the purchase process are for guidance only, and reflect the general layout for the venue for particular events. For some events, the layout and specific seat locations may vary without notice.
1.8 Tickets cannot be exchanged or refunded after purchase save in accordance with these Terms and Conditions of Purchase.Nothing in these terms and conditions affects your statutory rights as a consumer.
1.9 When buying any Tickets or Services you agree to be legally bound by:
1.9.1 these terms and conditions of purchase;
1.9.2 our ​Website Terms of Use​;
1.9.3 any extra terms which we may add to, or replace some of, these terms and conditions;
1.9.4 any special terms and conditions stated to be applicable to an Event;
1.9.5 the terms and conditions of the Event Partner(s) and/or Event in relation to the Ticket; and
1.9.6 any venue terms and conditions (including conditions of entry)
All of the above documents form part of these terms and conditions as though set out in full here.
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2. Legally Binding Agreement
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2.1 In order to make a purchase from us, you must be at least 18 years old (or the age of legal capacity in the country of purchase) and able to enter into legally binding contracts.
2.2 If you are purchasing online, you must have a valid credit or debit card issued in your name.
2.3 Any purchase from us forms a legally binding contract that is subject to:
(i) this Terms and Conditions of Purchase;
(ii) any special terms and conditions stated to be applicable to an Item and/or event;
(iii) other terms and conditions of the Event Partner(s) and/or event; and
(iv) any venue terms and conditions (including conditions of entry).
2.4 By purchasing one or more Items from us, you acknowledge that you have read, understood and agree to be bound by these terms and conditions of purchase. If you do not agree with these terms and conditions of purchase or any other applicable terms and conditions, or if you cannot comply with any of them, then you must not make a purchase.
2.5 We reserve the right from time to time to make changes to these terms and conditions of purchase. Where we make any such changes, we shall post the updated version of the terms and conditions on our website. Therefore, we recommend you check these terms and conditions of purchasing regularly to stay informed of its current terms and conditions. All purchases are subject to the applicable version of the terms and conditions of purchasing that was published at the time of purchase. If you do not agree with any revised version of these terms and conditions, or if you cannot comply with it, then you must not make a purchase.
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3. Your Privacy and Personal Information
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Your privacy and personal information are of the utmost importance to us. Any personal information that you provide to us will be dealt with in line with our ​Privacy Policy​, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.
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4. Ordering From Us
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4.1 You place an order on the Site by selecting the product; the desired quantity; entering personal details including name, address and contact details; entering any applicable business, educational institution, or company details; and then entering your payment details.
4.2 Please read and check your order carefully before submitting it. If you need to correct any errors you can do so before submitting it to us.
4.3 When you place your order at the end of the online checkout process (e.g. when you click the button to pay​) ​we will acknowledge your order via a confirmation email. In the unlikely event of there being any issue from the relevant Event Partner, we will endeavour to get in contact with you within 3 Business Days.
4.4 We may contact you at any point up to the event to say that we do not accept your order. This is typically for the following reasons:
(i) the Tickets or Services are unavailable;
(ii) we cannot authorise your payment;
(iii) you are not allowed to buy the Tickets or Services from us;
(iv) we are not allowed to sell the Tickets or Services to you;
(v) you have ordered too many Tickets or Services; or
(vi) there has been a mistake on the pricing or description of the Tickets or Services.
4.5. We will only accept your order when we email you to confirm this. At this point:
(i) a legally binding contract will be in place between you and us; and
(ii) we will arrange for the goods to be delivered to you (see further clause 6 for our terms of delivery).
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5. Pricing, Payment, and Terms
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5.1 All the prices for Tickets and Services offered for sale from us are listed in British Pound Sterling (£GBP) where possible, inclusive of Value-Added Tax (VAT), and are broken down as follows:
(a) sale price of the Tickets or Services (“Sale Price”); plus
(b) any per-Ticket or per-Service facility charges (“Service Charge”); plus
(c) any per-order handling and/or delivery fees (“Order Processing Fees”).
5.2 Whilst we try to ensure that all advertised prices are accurate, errors may occur. If we discover an error in the price of any Item you have ordered, we will inform you as soon as possible and give you the option of confirming your order at the correct price (in which case we will credit or debit you as applicable) or cancelling your order (in which case you will receive a full refund). If we are unable to contact you to confirm your order at the correct price, you agree that we may treat the order as cancelled and issue you with a full refund, without any further liability.
5.3 In many circumstances, Ticket prices are set at the time of the initial on-sale and stay the same until the event. However, some Tickets are "market-priced" and so Sale Prices may increase or decrease at any time, based on demand. This is similar to how airline tickets and hotel rooms are sold and is commonly referred to as "Dynamic Pricing". You will not be entitled to a refund or credit if (i) the Sale Price you paid for a Ticket was at any time before you purchased your Ticket less than the Sale Price you paid; or (ii) the Sale Price of any other Tickets to the relevant event (whether in the same price category or otherwise) is/are subsequently reduced after you purchase your Ticket.
5.4 Because you can purchase Tickets and Services for events taking place in several different countries, not all Tickets and Services will be priced in British Pound Sterling. All prices are displayed in the currency that they will be charged in, and we accept no responsibility or liability for additional charges you may be subject to by your credit or debit card provider, or any currency exchange rate fluctuations, which are entirely at your risk.
5.5 Accepted methods of payment include Visa, MasterCard and American Express debit or credit cards.
5.6 Your contract for purchase starts once we have confirmed your order and ends immediately after completion of the event for which you have purchased Tickets and Services for.
5.7 If you do not receive an order confirmation after submitting payment information, or if you experience an error message or service interruption after submitting payment information, it is your responsibility to confirm whether or not your order has been placed by contacting us (marketing.thefanzone@gmail.com). Only you may be aware of any problems that may occur during the purchase process. We will not be responsible for any costs or losses you incur if you assume that an order was or was not placed because you failed to receive an order confirmation.
5.8 All purchases are subject to credit or debit card verification (if applicable), other security checks, and collection of payment by us. Your order may be cancelled if it has not passed our verification process or if payment is not received in full. In rare circumstances, if your payment is recalled by the associated bank or payment provider, we reserve the right to cancel and refund any order for which an order confirmation has been sent. We accept no responsibility or liability for such cancellations, as these are outside our control.
5.9 It is prohibited to obtain or attempt to obtain any Tickets and Services through unauthorised use of any robot, spider or other automated device or software, or through unauthorised framing or linking to any website, or through any other illegal or unauthorised activity. We reserve the right to cancel any orders that we reasonably suspect to have been made in breach of these terms and conditions of purchase, without any notice to you, and any and all Items obtained as part of such orders will be void.
5.10 To prevent fraud and protect us, we reserve the right to carry out checks and/or request that additional information be provided in order to verify purchases. We reserve the right to cancel any orders that we reasonably suspect to have been made fraudulently, without any notice to you, and any and all Items obtained as part of such orders will be void.
5.11 Please ensure that you read the full Tickets and Services description details and are happy with your selection prior to purchase as we may be unable to rectify issues arising as a result of your mistake.
5.12 Please note, all seating maps and charts displayed during the purchase process are for guidance only and reflect the general layout for the venue for particular events. For some events, the layout and specific seat locations may vary without notice.
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6. Delivery of Tickets
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6.1 We aim to dispatch Tickets as soon as possible following the completion of your order. However, we are not able to specify the exact dates of dispatch, as the arrangements for dispatch depend on several factors, including when we are in possession of the ticket stock used for a particular event. For some events, we receive ticket stock from our Event Partners very close to the event date.
6.2. Where Tickets are physically dispatched to you we may use the relevant Event Partner as our delivery provider or will dispatch the tickets ourselves.
6.3 Not all goods purchased on our Site will require the physical delivery of a Ticket. We reserve the right to make Tickets available for collection by you at the Event, at a venue box office, via digital channels (e.g. email) or at another designated ticket collection point - in each case as notified to you by telephone or e-mail.
6.4 We cannot deliver the goods if we are unable to properly identify you therefore you may be asked to provide a form of ID (passport or photocard driving licence), your booking confirmation and/or the credit or debit card you used to pay for the goods. For your safety and protection, we reserve the right to refuse to deliver the goods if we cannot properly identify the buyer.
6.5 If something happens which:
(i) is outside of our control; and
(ii) affects the date of delivery
We will inform you via telephone or email and provide a revised estimated date for the delivery of the Tickets
6.6 Delivery of the Tickets will take place when we or the relevant Event Partner delivers them to the address or email address that you gave to us or when they are collected by you at the notified collection point or, if being delivered by e-mail, 1 business day after the e-mail has been sent to you by us.
6.7 Please allow as much time as possible for your Tickets to arrive. If your Tickets have not arrived by 5 days before the event (or 5 days before you depart for the event, if earlier), or if you receive a notification of a failed delivery at any time, you should contact us via email (marketing.thefanzone@gmail.com) stating your name, reference number and postcode that the order is made under.
6.8 You are responsible for providing a safe and secure delivery address or active email address and ensuring that you are available to take delivery of your Tickets (which may be delivered by any postal or courier provider). For some deliveries, a signature may be required. Where you have paid by credit or debit card, we can only dispatch Tickets to the billing address of the credit or debit card used to make the purchase. If the address in your order does not correspond to that held by your credit or debit card company, we may cancel your order.
6.9 If an e-delivery option is available, you are responsible for providing a valid email address for e-delivery of Tickets and ensuring that you are able to receive delivery of the Tickets by email, and by checking your email mailbox regularly (including junk or spam folders)).
6.10 Please note, if you choose for your Tickets to be delivered by “e-delivery”, then all guests under your booking must enter the event at the same time as you. In such circumstances, printouts of PDFs of Tickets shall not be accepted for entry.
6.11 We shall not be liable for, and you will not be entitled to any refund where delivery is refused, returned, missed, unclaimed or fails as a result of your failure to provide correct and complete delivery information and/or failure to ensure you are available to receive delivery of Tickets (whether physically or via email, as applicable) or your failure to download Tickets from your email, as applicable.
6.12 Regardless of the method of delivery you select at purchase, we reserve the right to make Tickets available for collection by you at the venue box office or at another designated ticket collection point. We will notify you by telephone or email of the arrangements for collection if this becomes necessary. You may be required to provide your booking confirmation email and your photo ID to collect Tickets, as well as the credit or debit card used to make the order.
6.13 It is your responsibility to check your Tickets immediately once they have been delivered as mistakes cannot always be rectified. You should contact us by email (marketing.thefanzone@gmail.com) immediately if there is a mistake or error with your Tickets or if you do not receive your Tickets as ordered and/or as described in your order confirmation. We may not be able to assist you if you do not inform us of any errors that are reasonably obvious from inspection of your Tickets within 5 days of receipt (and/or in good time prior to the event date).
6.14 Please note, we are only responsible for delivery of Tickets to you. We accept no responsibility or liability for the delivery or quality of any such products and/or services except and to the extent that they are produced and/or fulfilled directly by us.
6.15 If you have any queries regarding the collection of or delivery of your Tickets please contact us by email (marketing.thefanzone@gmail.com).
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7. Ticket Rights, Restrictions, and Obligations
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7.1 Our aim is to provide fair and unfettered official access to live Sports events and entertainment. As such, for certain Events we and/or our Event Partners may restrict the number of Tickets that are available to any one person. This will be evident on the purchase page on the Site. In such circumstances we reserve the right to cancel any order(s) for Tickets purchased in excess of the relevant limits without notice.
7.2 Any Ticket you purchase from us remains the property of the relevant Event Partner and is a personal revocable licence which may be withdrawn, and admission refused, at any time.
7.3 Tickets may be sold subject to certain restrictions on entry or use, such as restricted, obstructed or side view or a minimum age for entry. Any such restrictions will be displayed or otherwise notified to you before or at the time you book the Tickets. It is your responsibility to ensure that you read all notifications and other important information displayed or notified to you as part of the purchase process.
7.4 When you receive or collect your Tickets, please keep them in a safe place. We will not be responsible for any Tickets that are lost, stolen, damaged or destroyed following receipt or collection by you. Please note that direct sunlight or heat can sometimes damage physical Tickets. Furthermore, we strongly recommend that you do not post pictures or details of your Tickets online as this may allow third parties to counterfeit your Tickets or otherwise compromise the integrity of the Tickets and we will not be liable if you are refused entry to the event as a result.
7.5 You acknowledge that lost, stolen, damaged or destroyed Tickets may not be able to be replaced where policies set by an Event Partner prohibit us from issuing replacement Tickets (e.g., for general admission events where there is a possibility that both original and any replacement tickets may be used to gain entry, which may compromise the licensed capacity of the venue). If we are able to issue replacement Tickets, we may charge you a reasonable administration fee.
7.6 Where your Tickets are for allocated seats, you have a right only to seats of a value corresponding to that stated on the Ticket. We or the relevant Event Partner or venue reserve the right (whether before or during the event) to provide alternative seats to those initially allocated to you or specified on the Tickets.
7.7 You may not resell or transfer your Tickets if prohibited by law. In addition, Event Partners may prohibit the resale or transfer of tickets for some events. Any resale or transfer (or attempted resale or transfer) of a ticket in breach of the applicable law or any restrictions imposed by the Event Partner is grounds for seizure or cancellation of that Ticket without refund or other compensation.
7.8 Tickets purchased through the Site may not:
(i) be used for advertising, promotions, contests or sweepstakes (or for other such similar commercial gain); and/or
(ii) be combined with any hospitality, travel or accommodation service and/or any other merchandise, product or service to create a package for sale or other distribution, unless formal written permission is given by us and the relevant Event Partner and provided that even if such consent is obtained, use of our or any Event Partner's trademarks and other intellectual property is subject to the express prior written consent of the owner.
7.9 Please note that advertised start times of Events are subject to change. Also, door opening and closing times stated in relation to an event are not indicative of the event's start or end time, all of which remain at the relevant Event Partner's discretion and may be subject to change.
7.10 Tickets are sold subject to the Event Partner's right to alter or vary the programme of an event due to events or circumstances beyond its reasonable control without being obliged to refund monies or exchange tickets, unless such change is a material alteration as described in clause 8, in which case the provisions of that clause shall apply.
7.11 You will at all times be subject to the terms and conditions, including the terms of entry as set out by the Event Partner. Please check with the venue or the Event Partner directly if you have any queries about any restrictions in relation to your Tickets.
7.12 Breach of any of venue terms and conditions or any unacceptable behaviour likely to cause damage, nuisance or injury shall entitle the Event Partner to eject you from the venue.
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8. Event Cancellations and Alterations
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8.1 If an event is cancelled, rescheduled or materially altered, we will use reasonable endeavours to notify you once we have received the relevant information and authorisation from our Event Partner (if you book online, we will use your account details). However, we cannot guarantee that you will be informed of such cancellation, rescheduling or alteration before the date of the event. It is your responsibility to ascertain whether an event has been cancelled, rescheduled or altered and the date and time of any rescheduled event.
8.2 Cancellation: If an event for which you have purchased Tickets or Services is cancelled in full (and not rescheduled), your order will be cancelled, and you will be refunded the Sale Price of your Tickets or Services (Service Charges and Order Processing Fees may be non-refundable). If you have purchased Tickets or Services for an event that takes place over several days and one or more days (but not all days) are cancelled, you may only be offered a proportionate partial refund.
8.3 Rescheduling: If an event for which you have purchased Tickets or Services is rescheduled, Tickets and Services will usually be valid for the new date (or you will be offered Tickets or Services of a value corresponding with your original Tickets or Services for the rescheduled event, subject to availability). If you notify us within the specified deadline that you are unable to attend the rescheduled event, you will be able to cancel your order and obtain a refund of the Sale Price of your Tickets or Services (Service Charges and Order Processing Fees are non-refundable). If we do not specify a deadline, the deadline by default will be 48 hours before the date of the rescheduled event. Failure to notify us by the applicable deadline that you are unable to attend the rescheduled event will be deemed to be a reconfirmation of your order for Tickets or Services for the rescheduled event, and you will not be able to claim a refund.
8.4 Material Alteration: If an event for which you have purchased Tickets or Services is "materially altered" (as defined in clause 11.5 below), Tickets and Services will usually be valid for the altered event (or you will be offered Tickets or Services of a value corresponding with your original Tickets or Services for the altered event, subject to availability). If you notify us within the specified deadline that you do not wish to attend the altered event, you will be able to cancel your order and obtain a refund of the Sale Price of your Tickets or Services (Service Charges and Order Processing Fees are non-refundable). Failure to notify us within any specified deadline that you do not wish to attend the altered event will be deemed to be a reconfirmation of your order for Tickets or Services for the altered event, and you will not be able to claim a refund.
8.5 For the purposes of these terms and conditions of purchase, a “material alteration” is a change (other than a rescheduling) which, in our and the relevant Event Partner's reasonable opinion, makes the event materially different to the event that purchasers of Tickets, taken generally, could reasonably expect. In particular, please note that the following are not deemed to be “material alterations”: the use of understudies in theatre performances; adverse weather conditions; changes of any supporting act; changes to individual members of a band; changes to the line-up of any multi-performer event (such as a festival); curtailment of the event where the majority of an event is performed in full; and delays to the starting of the performance of an event.
8.6 To claim a refund under clause 9, please follow the instructions we provide to you or apply in writing to: The Fan Zone Customer Services, 15 Belvedere Gardens, Chineham, Basingstoke, RG24 8GB. Where we instruct you to do so, you must enclose or return to us your unused Tickets and comply with any other instructions from us. For accounting purposes in relation to cancelled events, your unused Tickets must be received by us within 28 days from the date of the cancelled event.
8.7 Refunds will be made using the same means of payment as you used for the initial purchase.
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9. Statutory Right to Cancel
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9.1 Tickets and Services cannot be cancelled, exchanged or refunded after purchase, save in the circumstances set out in clause 8.
9.2 To exercise your right to cancel, you must inform us of your decision to cancel your purchase by a clear statement (e.g. a letter sent by post to The Fan Zone Customer Services, 15 Belvedere Gardens, Chineham, Basingstoke, RG24 8GB).
9.3 If you cancel a Services purchase under this clause 9, we will generally reimburse to you all payments received from you in relation to the relevant cancelled Service, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). However, if there is a loss or reduction in value of the relevant Services as a result of unnecessary handling by you, we may make a proportionate deduction from the reimbursement. Please be assured, you are only liable for any diminished value of the relevant Services resulting from your handling of the Services, other than such handling that is necessary to establish the nature, characteristics and functioning of the goods.
9.4 We will make necessary refunds under this clause 10 without undue delay, and no later than 14 days after the day:
(i) we or the relevant Event Partner receives the relevant Services back from you; or
(ii) you provide evidence that you have returned the Tickets; or
(ii) that we are informed about your decision to cancel your purchase, if there were no Tickets or Services supplied.
9.5 We will make the reimbursement using the same means of payment as you used for the initial purchase, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the refund.
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10. Warranties and Indemnities
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10.1 You represent and warrant that the information that you submit to us in relation to your account and in your use of The Fan Zone Site is true, accurate and complete and you will not use any false information, including contact information. You further warrant and represent that you are at least 18 years old (or the age of legal capacity in the country of purchase) and can enter into legally binding contracts for the purchase of Tickets and Services.
10.2 You represent and warrant that in using our Site, you shall comply with all applicable laws and regulations, along with the terms of this terms and conditions of purchase and any other applicable terms and conditions.
10.3 You hereby indemnify and hold harmless us and our affiliates along with their respective officers, directors, employees and agents (the “Indemnified Parties”) against any losses, damages, expenses (including reasonable legal fees), liabilities, claims and/or demands suffered by any Indemnified Parties arising out of or in connection with your breach of this Purchase Policy or any other applicable terms and conditions, breach of any applicable laws or regulations, or breach of any third party rights.
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11. Limitations of Liability
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11.1 To the maximum extent permitted by law, we (including our affiliates, parent undertakings, subsidiaries, and their respective officers, directors, employees, agents, legal representatives and sub-contractors) and our relevant Event Partners shall not be liable for any loss, injury or damage to any person (including you) or property howsoever caused (including by us and/or by the Event Partner):
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(i) in any circumstances where there is no breach of contract or a legal duty of care owed by us or the relevant Event Partner;
(ii) in circumstances where such loss or damage is not directly as a result of any such breach (save for death or personal injury resulting from our or an Event Partner’s negligence); or
(iii) to the extent that any increase in any loss or damage results from your negligence or breach by you of any of the terms of this Purchase Policy and/or any other applicable terms and conditions and/or any applicable laws or regulations.
11.2 To the maximum extent permitted by law, we (including our affiliates, parent undertakings, subsidiaries, and their respective officers, directors, employees, agents, legal representatives and sub-contractors) and our relevant Event Partners, shall not be liable for any indirect or consequential losses or loss of data, profits, revenue, earnings, goodwill, reputation, enjoyment or opportunity, or for distress, or any exemplary, special or punitive damages, arising directly or indirectly from your use of the The Fan Zone Services and/or any purchases made under this Purchase Policy. In particular please note that:
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(i) personal arrangements and expenditure, including travel, accommodation, hospitality and other costs and expenses incurred by you relating to an event which have been arranged by you are at your own risk, and neither we nor the relevant Event Partners shall be responsible or liable to you for any wasted or unrecoverable costs or expenditure in relation to such personal arrangements, even if caused as a result of the cancellation, rescheduling or alteration of an event for which you have purchased tickets under this Purchase Policy; and
(ii) neither we nor any relevant Event Partner shall be responsible or liable to you for any loss of enjoyment or amenity, including where an event has been cancelled, rescheduled or altered; and
(iii) neither we nor any relevant Event Partner shall be responsible or liable to you (and you will not be entitled to any refund) if admission to a venue or event is refused or revoked at any time as a result of your breach of any Event Partner’s terms and conditions.
11.3 Unless otherwise stated in this clause, our and any relevant Event Partner’s liability to you in connection with an event (including, but not limited to, for any cancellation, rescheduling or alteration of an event) and any Items you have purchased shall be limited to the price paid by you for the Items, including any Service Charges but excluding any Order Processing Fees.
11.4 We are not responsible for any internet connection errors experienced while using The Fan Zone Services.
11.5 We are not responsible for the actions or failures of any Venue, team, performer, promoter or other Event Partner. Under no circumstances shall we be liable for death or personal injury suffered by you or your guests arising out of attendance at an event, unless caused by our negligence. Neither shall we be liable for any loss or damage sustained to your property or belongings, or those of any guests under your booking, attending an event.
11.6 We will not be liable to you for failure to perform any of our obligations under this Purchase Policy to the extent that the failure is caused by a force majeure event (meaning any cause beyond our reasonable control including without limitation, acts of God, war, insurrection, riot, civil disturbances, acts of terrorism, fire, explosion, flood, theft of essential equipment, malicious damage, strike, lock out, weather, third party injunction, national defence requirements, acts or regulations of national or local governments). This clause does not affect the terms of any clauses specifically providing for a right of refund.
11.7 Nothing in these terms and conditions of purchase seeks to exclude or limit our or any Event Partner’s liability for death or personal injury caused by our or any Event Partner’s negligence, fraud or other type of liability which cannot by law be excluded or limited.
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12. Interpretations
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12.1 The terms “including”, “include”, “in particular”, “e.g.” or any similar expression shall be construed as illustrative and shall not limit the sense of the words, description, definition, phrase or term preceding those terms.
12.2 The headings used within this Terms and Conditions of Purchase are for reference purposes only and do not affect its interpretation. Clauses references in these terms and conditions are references to the clauses of these terms and conditions of this Terms and Conditions of Purchase.
12.3 Capitalised terms in this Terms and Conditions of Purchase shall have the special meaning ascribed to them as set out within this Terms and Conditions of Purchase.
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13. Queries, Complaints, and Disputes
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13.1 If we need to contact you, we will use your Ticketmaster account contact details (or the contact details you provided at the time of purchase, if you did not purchase online). It is your responsibility to inform us immediately of any changes to your contact details, whether before or after receipt of Items. In particular, please ensure that you provide us with a valid email address as this is our preferred method of contacting you. You should also be aware that your email mailbox settings may treat our emails as junk, so remember to check your junk and/or spam folders.
13.2 If you have any queries or complaints regarding your Tickets, Services, or any other matter relating to The Fan Zone, please via email (marketing.thefanzone@gmail.com), quoting any order reference numbers.
13.3 Your query or complaint shall be acknowledged by us as soon as possible and in any event, within five business days of receipt.
13.4 We may need to contact one or more Event Partners for more information before responding to your query or complaint.
13.5 If any dispute arises, we shall use our reasonable endeavours to consult or negotiate in good faith and attempt to reach a just and equitable settlement satisfactory to you, us and any relevant Event Partner. Please note, some complaints can take as much as 28 days to resolve.
13.6 Nothing in this terms and conditions of purchase affects or restricts your statutory rights, your right to make a complaint to Trading Standards or another appropriate regulatory authority, or your right to pursue court proceedings or other forms of dispute resolution such as through the European Union Online Dispute Resolution Platform (“EU ODR Platform”), a portal through which you can submit a complaint to a registered Alternative Dispute Resolution Provider.
13.7 Please note that we do not tolerate aggressive or abusive behaviour towards our staff or representatives, or unreasonable demands or persistence being used (including any threat, abuse or harassment towards our staff or representatives in any form or any media). We reserve the right to take such action we deem reasonably necessary in the circumstances to address any such behaviour towards our staff or representatives.
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14. Governing Law
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These Terms & Conditions of Purchase will be subject to the laws of England and Wales.
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Last updated on 11th December 2024.
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