Purchase Policy

SNAPY TICKETS PURCHASE POLICY

1. INTRODUCTION

1.1 Snapy Ltd (“Snapy Ltd”, “we”, “us”, “our”) is a company registered in England and Wales under company number 15450096, with registered offices in London, United Kingdom.

1.2 We operate an e-commerce platform where you can purchase primary tickets, as well as other items in connection with events. The term “Ticket(s)” means primary event tickets (i.e. tickets allocated to us directly by Event Partners (as defined below) for sale by us).

1.3 This “Purchase Policy” sets out the terms and conditions applicable to purchases of Tickets from us. If you are making a purchase online, this Purchase Policy also incorporates our website Terms of Use.

1.4 We sell Tickets and associated products and services on behalf of event organisers, promoters, venues, producers, artists/performers, agents, teams, record labels 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.

1.5 We sell 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.

1.6 We sell Tickets from several distribution points, including online (desktop, mobile website and app), call centres and, in some cases, box offices. All of our distribution points access the same ticketing system and ticket inventory, therefore Tickets for popular events may sell-out quickly. Occasionally, additional Tickets for sold-out events may become available prior to events. However, we do not control Ticket inventory or its availability.

1.7 For some events, we may sell different types of Tickets, items and packages, including: “Packages”: these are packages that are offered for sale at an inclusive price, which include a Ticket and one or more additional products or services, such as exclusive seating arrangements, accommodation, transport, dining or merchandise.

1.8 In this Purchase Policy, we refer to any products and services offered for sale by us as “Items”.

1.9 Please note, Items cannot be exchanged or refunded after purchase, save as set out in clauses 11, 12 or 13 of this Purchase Policy. If you no longer want your Tickets and are not eligible for an exchange or refund under this Purchase Policy.

1.10 Nothing in this Purchase Policy or our Ticket Exchange Policy affects your statutory rights as a consumer. For further information about your statutory rights, please contact Citizens Advice.

2. YOUR ACCOUNT AND REGISTRATION

2.1 In order to set up a Snapy Tickets account to purchase a Ticket, you must:
(a) 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; and
(b) follow the instructions to set up a password-protected account providing your correct full name, postal address, telephone number and email address (all your details must be kept up to date at all times).

2.2 You are solely responsible for maintaining the security of your username and password and for all activity that occurs on your account. You shall not permit anyone other than you to use your account. If you become aware or suspect that anyone knows your username and/or password, you should promptly contact us.

2.3 If you are making purchases on behalf of a company or other legal entity, you represent and warrant that you have the authority to bind that company or other legal entity (and this Purchase Policy and references to "you" refer and apply to that company or other legal entity).

2.4 Please refer to our Privacy Notice and Cookies Policy for more details on how we use and protect your personal data. If we are investigating your account, or if we are investigated ourselves, you agree to comply fully with our requests for information about you and your purchases.

2.5 You must not create or use multiple accounts with the purpose or intention of circumventing any of the terms of this Purchase Policy or our Ticket Exchange Policy or concealing your identity or other personal details.

2.6 You must not use our website or app for any unlawful purpose or in any unlawful manner. If we discover or suspect that you have used or are attempting to use the Snapy Tickets Services in such a way that a criminal offence has been, is being or might be committed, we are required by law to report your identity and details of such activity to the relevant authorities (and any relevant Event Partner).

2.7 We retain the authority to close your account, cancel any existing orders, and prohibit you from future orders or the use of Snapy Tickets Services if:
(a) You or someone on your behalf or through your account engages in any abusive or threatening behaviour;

(b) We suspect fraudulent or other illegal activities carried out by you or on your behalf or via your account;

(d) Legal or regulatory authorities instruct us to take such actions; and/or

(e) You violate the terms of this Purchase Policy, other applicable policies, or terms and conditions (including those of any relevant Event Partner).

2.8 You have the option to close your account by contacting us via email. However, it's important to note that the closure will only become effective after the conclusion of any events for which you have purchased Tickets.

2.9 Termination of your account and/or cancellations of any purchases under this Purchase Policy will not affect our or your rights and liabilities that have accrued up to and including the date of such termination or cancellation.

3. LEGALLY BINDING CONTRACT

3.1 To make a purchase from us, you must be at least 18 years old (or meet the age of legal capacity in the country of purchase) and capable of entering into legally binding contracts. For online purchases, you also need a Snapy Tickets account and a valid credit or debit card issued in your name.

3.2 Any purchase from us constitutes a legally binding contract subject to: (i) this Purchase Policy; (ii) specific terms and conditions applicable to an Item and/or event; (iii) terms and conditions of the Event Partner(s) and/or event; and (iv) venue terms and conditions (including entry requirements). Please read this Purchase Policy carefully before making a purchase.

3.3 By purchasing one or more Items from us, you acknowledge having read, understood and agreed to be bound by the terms and conditions of this Purchase Policy. If you disagree with this Purchase Policy or any other applicable terms and conditions, or if you cannot comply with them, refrain from making a purchase.

3.4 We reserve the right to periodically modify this Purchase Policy. If changes occur, the updated version will be posted on our website. Therefore, we recommend checking this Purchase Policy regularly for the current terms and conditions. All purchases are governed by the version of this Purchase Policy published at the time of purchase. Disagreement with any revised version or inability to comply with it means you should refrain from making a purchase.

4. PRICES, PAYMENT AND PLACING ORDERS

4.1 All prices for Items offered for sale by us are inclusive of any relevant taxes and are detailed as follows:

(a) Sale Price of the Item;

(b) Any per-Item service or facility charges, known as the "Service Charge";

4.2 While we strive for accurate advertised prices, errors may occur. Upon discovering a price error for any ordered Item, we will promptly inform you, providing the option to confirm your order at the correct price (resulting in appropriate credit or debit adjustments) or cancel your order (with a full refund). If unable to contact you to confirm the correct price, we reserve the right to treat the order as cancelled, issuing a full refund without further liability.

4.3 Ticket prices for many events remain consistent from the initial on-sale until the event. However, some Tickets operate on a "market-priced" system, allowing Sale Prices to fluctuate based on demand, akin to "Dynamic Pricing" seen in airline tickets and hotel rooms. No refund or credit is available if (i) the Sale Price paid for a Ticket was lower than the later Sale Price, or (ii) the Sale Price of other Tickets to the same event is subsequently reduced after your Ticket purchase.

4.4 As Items are available for events in various countries, not all are priced in British Pound Sterling. Prices are displayed in the currency charged, and we disclaim any responsibility or liability for additional charges by your credit or debit card provider or currency exchange rate fluctuations, entirely at your risk.

4.5 Accepted payment methods include Visa, MasterCard, American Express and PayPal.

4.6 Your purchase contract initiates upon order confirmation and concludes immediately after the event for which you purchased Item(s).

4.7 If no order confirmation is received after submitting payment information, or if an error occurs, it is your responsibility to confirm through your Snapy Tickets account or via email whether your order was successfully placed. We are not liable for any costs or losses incurred due to assumptions about order placement or non-placement based on failure to receive an order confirmation.

4.8 Purchases are subject to credit or debit card verification, security checks, and payment collection. Orders may be cancelled if verification fails or if full payment is not received. In rare cases, if payment is recalled by the associated bank or payment provider, we reserve the right to cancel and refund orders. We bear no responsibility or liability for such cancellations, as they are beyond our control.

4.9 Any attempt to obtain Items through unauthorised means, including the use of robots, spiders, or other automated devices, is prohibited. We retain the right to cancel orders suspected of breaching this Purchase Policy without notice, rendering any Items obtained void.

4.10 To prevent fraud and safeguard our interests, we may conduct checks and request additional information for purchase verification. We reserve the right to cancel orders suspected of fraudulent activity without notice, and any Items obtained through such orders will be void.

4.11 Ensure you thoroughly read Item descriptions and are satisfied with your selection before purchase, as we may be unable to rectify issues resulting from mistakes.

4.12 Note that seating maps displayed during the purchase process are for guidance only and reflect the general venue layout for specific events. Venue layouts and seat locations may vary without notice for some events.

5. DELIVERY

5.1 Our objective is to dispatch Tickets at the earliest opportunity. The precise dispatch dates cannot be specified, as they depend on various factors, including when we receive the ticket stock for a particular event. In some instances, we obtain ticket stock from our Event Partners very close to the event date.

5.2 Allow ample time for your Tickets to arrive. If your Tickets have not reached you by 5 days before the event (or 5 days before your departure for the event, if earlier), or if you receive a failed delivery notification at any time, please contact us via email for guidance. Include your name, reference number, and the postcode under which the order was placed.

5.3 You are responsible for providing a secure and safe delivery address and ensuring your availability to receive the Tickets, delivered by any postal or courier service. For certain deliveries, a signature may be required. If you have paid with a credit or debit card, Tickets can only be dispatched to the billing address of the card used for the purchase. If the order address differs from that held by your credit or debit card company, we may cancel your order.

5.4 If an e-delivery option is available, it is your responsibility to either (i) log in to your Snapy Tickets account and download the Tickets well before the event, or (ii) provide a valid email address for e-delivery and ensure you can receive the Tickets via email. If you choose e-delivery and Ticket Transfer is unavailable, all guests under your booking must enter the event simultaneously, and printouts of pdf Tickets will not be accepted for entry.

5.5 We are not liable, and no refund will be granted if delivery fails due to refusal, return, missing, unclaimed, or incorrect delivery information on your part, or failure to be available to receive the Tickets (whether physically or via email), or failure to download Tickets from your Snapy Tickets account.

5.6 Irrespective of the chosen delivery method, we reserve the right to make Tickets available for collection at the venue box office or another designated collection point. You will be notified of collection arrangements by phone or email if necessary. To collect Tickets, you may need to provide your booking confirmation email, photo ID, and the credit or debit card used for the order.

5.7 Verify your Tickets immediately upon delivery, as rectifying mistakes may not always be possible. Contact us via email promptly if there are errors with your Tickets or if you do not receive them as ordered and described in your order confirmation. We may be unable to assist if you fail to report obvious errors within 5 days of receipt (or well before the event date).

5.8 Please note, that our responsibility extends only to the delivery of Tickets. Upsell products and/or services and non-Ticket components of a Package are produced and fulfilled by the relevant Event Partner, who is responsible for their delivery and quality. We accept no responsibility or liability for the delivery or quality of such products and/or services unless directly produced and/or fulfilled by us. For any queries or complaints about Upsell products and/or non-Ticket elements of a Package, contact the relevant Event Partner directly or contact us via email to be connected with the relevant Event Partner.

6. TICKET RIGHTS AND OBLIGATIONS

6.1 Any Ticket you purchase from us remains the property of the relevant Event Partner and constitutes a personal revocable license that may be withdrawn, and admission refused, at any time.

6.2 Upon receiving or collecting your Tickets, please keep them in a secure location. We are not accountable for lost, stolen, damaged, or destroyed Tickets after they have been received or collected by you. Note that exposure to direct sunlight or heat may damage physical Tickets. Additionally, it is strongly advised not to share pictures or details of your Tickets online, as this could enable third parties to forge your Tickets or compromise their integrity. We cannot be held liable if you are denied entry to the event as a result.

6.3 You acknowledge that lost, stolen, damaged, or destroyed Tickets may not be replaceable if the policies set by an Event Partner prohibit the issuance of replacement Tickets (e.g., for general admission events where the use of both original and replacement tickets could compromise the venue's licensed capacity). If replacement Tickets can be issued, a reasonable administration fee may apply.

6.4 In cases where your Tickets are for allocated seats, you have the right only to seats corresponding to the value stated on the Ticket. We, the relevant Event Partner, or the venue reserve the right (whether before or during the event) to allocate alternative seats different from those initially assigned to you or specified on the Tickets.

7. TICKET RESTRICTIONS

7.1 When acquiring Tickets from us, you are restricted to a specified number of Tickets for each event (and, in some instances, per tour comprising multiple events). This number is indicated on the initial purchase page and is verified with each order. This policy is implemented to discourage and prevent unfair ticket-buying practices. Tickets may have restrictions on the maximum number per person (or business, as applicable), per credit or debit card, and, for certain events or tours, a restriction may also apply per household. We retain the right to cancel any order(s) for Tickets purchased exceeding the relevant limits without notice.

7.2 Tickets may be sold with specific restrictions on entry or use, such as restricted, obstructed, or side views or a minimum age requirement for entry. Any such restrictions will be displayed or otherwise communicated to you before or at the time of booking. It is your responsibility to ensure that you read all notifications and other important information displayed or communicated to you during the purchase process. We will not be held responsible if you or any guests under your booking are denied admission due to a failure to meet or demonstrate compliance with any restrictions (e.g., a minimum age requirement).

7.3 You are not entitled to purchase any Tickets as a trader conducting business with the intention of reselling your Tickets for profit unless formal written permission is granted by us and the relevant Event Partner in advance. If we discover or have reason to suspect that you have purchased and intend to resell, or have sold Tickets in violation of this clause, we reserve the right to cancel your Tickets without notice.

7.4 You may not resell or transfer your Tickets if prohibited by law. Additionally, Event Partners may impose restrictions or prohibitions on the resale or transfer of tickets for certain events. Any resale or transfer (or attempted resale or transfer) of a ticket in violation of applicable law or any restrictions or prohibitions imposed by an Event Partner may lead to the seizure or cancellation of that Ticket.

7.5 Tickets purchased from us may not:

(a) be used for advertising, promotions, contests, or sweepstakes (or for other similar commercial gain); and/or

(b) 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 granted by us and the relevant Event Partner in advance, and even if such permission is granted, the use of our or any Event Partner’s trademarks and other intellectual property is subject to the express prior written consent of the owner.

8. EVENT TIMINGS AND ADMISSIONS

8.1 Please be aware that the advertised start times of events are subject to change. Additionally, door opening and closing times provided in connection with an event do not signify the event’s commencement or conclusion (or when an artist is scheduled to perform or the duration of the artist’s performance), all of which remain at the discretion of the relevant Event Partner and/or artist and may be subject to alteration.

8.2 Tickets are sold under the Event Partner's right to modify or vary the programme of an event due to events or circumstances beyond its reasonable control, without the obligation to refund money or exchange tickets, unless such alteration constitutes a material change as described in clause 9, in which case the provisions of that clause shall apply.

8.3 Generally, every effort to admit latecomers will be made at a suitable break in the event, but admission cannot always be guaranteed.

8.4 The event venue may conduct security searches of you and other patrons for safety and security purposes and/or may refuse admission to patrons (including you) breaching or suspected of breaching any terms and conditions of the event or any Event Partner.

8.5 Admission to all events is subject to the terms of admission of the relevant venue, and certain items (e.g. laser pens, mobile phones, dogs (except guide dogs) and patrons’ own food and drink) may be prohibited. Please check with the venue directly. The unauthorised use of photographic and/or recording equipment at events is also prohibited. Any unauthorised photos, videos and/or recordings may be destroyed or deleted. The use of drones or similar equipment for any reason in, at or near the event venue is strictly prohibited.

8.6 Breach of any of the 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.

8.7 Event Partners reserve the right to refuse admission to the venue or to remove any person from the venue for reasons of public safety, and you will not be entitled to a refund (including for crowd surfing or moshing, or failure to comply with any measures put in place to combat the spread of Covid-19), any unacceptable behaviour likely to cause damage, nuisance or injury, or for any breach of the Event Partners´ terms and conditions.

8.8 Unless expressly authorised by the relevant Event Partner, there will be no pass-outs or re-admissions of any kind.

8.9 By attending an event, you and other patrons understand and agree to being photographed, filmed, and/or recorded in relation to the event and/or for safety and security, including filming by the police. You and other patrons understand and agree that resulting photographs, videos, audio recordings and/or audiovisual recordings may be used in any and all media for any purpose at any time throughout the world.

8.10 Prolonged exposure to loud music or noise may damage your hearing, and we advise you and all patrons to wear adequate ear protection at events.

8.11 Special effects, which may include sound, audio-visual, pyrotechnic effects, or lighting effects may be featured at an event, which may not be suitable for those with photosensitive epilepsy, or similar conditions.

9. EVENT CANCELLATIONS AND ALTERATIONS

9.1 In the event of a cancellation, rescheduling, or material alteration of an event, we will make reasonable efforts to notify you once we have received the relevant information and authorisation from our Event Partner. If you make an online booking, we will use your account details for notification. However, we cannot guarantee that you will be informed of such changes before the event date. It is your responsibility to check whether an event has been cancelled, rescheduled, or altered, including the date and time of any rescheduled event.

9.2 Cancellation: If an event for which you have purchased Tickets or Packages is entirely cancelled (and not rescheduled), your order will be void, and you will be refunded the Sale Price of your Tickets or Packages (Service Charges and Order Processing Fees may be non-refundable). For events spanning multiple days where one or more days (but not all days) are cancelled, a proportionate partial refund may be offered.

9.3 Rescheduling: If an event for which you have purchased Tickets or Packages is rescheduled, your Tickets and Packages will usually remain valid for the new date. Alternatively, you may be offered Tickets or Packages of equivalent value for the rescheduled event, subject to availability. If you inform us within the specified deadline that you cannot attend the rescheduled event, you can cancel your order and receive a refund of the Sale Price of your Tickets or Packages (Service Charges and Order Processing Fees are non-refundable). Failure to notify us by the applicable deadline will be considered a confirmation of your order for Tickets or Packages for the rescheduled event, and you will not be eligible for a refund.

9.4 Material Alteration: If an event for which you have purchased Tickets or Packages is "materially altered" (as defined in clause 9.5 below), your Tickets and Packages will usually remain valid for the altered event. Alternatively, you may be offered Tickets or Packages of equivalent value for the altered event, subject to availability. If you inform us within the specified deadline that you do not wish to attend the altered event, you can cancel your order and receive a refund of the Sale Price of your Tickets or Packages (Service Charges and Order Processing Fees are non-refundable). Failure to notify us within any specified deadline will be considered a confirmation of your order for Tickets or Packages for the altered event, and you will not be eligible for a refund.

9.5 For the purpose of this Purchase Policy, a “material alteration” is a change (other than a rescheduling) that, in our and the relevant Event Partner's reasonable opinion, significantly differs from the event that purchasers of Tickets, generally speaking, could reasonably expect. Notably, the following are not considered “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.

9.6 To claim a refund under clause 9.2, 9.3, or 9.4, please follow the instructions provided or apply in writing to: info@snapytickets.com (or such other address as notified). When instructed, you must return your unused Tickets to us and adhere to any additional instructions. For accounting purposes related to cancelled events, your unused Tickets must reach us within 28 days from the date of the cancelled event.

9.7 Refunds will be processed using the same payment method used for the initial purchase.

9.8 If you have purchased Upsells associated with an event that has been cancelled, rescheduled, or materially altered, and a refund for the Tickets is due to you under clause 9.2, 9.3, or 9.4, we will also refund the Sale Price of such Upsells purchased from us unless the Upsell is a product already delivered to you or a digital download purchased during the 14 days immediately before the release date or at any time on or after the release date. However, clause 9 does not affect your statutory right to cancel orders for Upsells other than Excluded Upsells (as defined below), as outlined in clause 10.

10. STATUTORY RIGHT TO CANCEL

10.1 Tickets and Packages cannot be cancelled, exchanged, or refunded after purchase, except in the circumstances outlined in clauses 9.

10.2 Additionally, specific types of Upsells cannot be cancelled, exchanged, or refunded after purchase, except in certain specified circumstances (as detailed in clause 9.8). These Upsells, termed "Excluded Upsells," include:

(a) Travel, catering, accommodation, transport, or services related to leisure activities, to be provided on a specified date or during a specific period;

(b) Products made to your specifications or clearly personalised;

(d) Digital downloads purchased during the 14 days immediately before the release date or at any time on or after the release date, with the acknowledgement that your right to cancel will be lost due to early delivery;

(e) Goods that become inseparably mixed with other items after delivery;

(f) Goods prone to rapid deterioration or expiration; and/or

(g) Alcoholic beverages where:

(i) The price is agreed at the contract's conclusion;

(ii) Delivery can only occur after 30 days; and

(iii) Their value is subject to market fluctuations beyond the control of the relevant Event Partner.

10.3 Except for Tickets and Excluded Upsells, you have the right, without providing any reason, to cancel specific parts of your order related to the following Upsells within specified deadlines:

(a) A product Upsell – within 14 days of the product's delivery date (or within any longer period specified in the relevant Event Partner's terms and conditions); and

(b) A digital download Upsell purchased more than 14 days before its release date – within 14 days of the purchase date.

Please note that you are not entitled to cancel your associated Ticket purchase in such circumstances.

10.4 To exercise your right to cancel, you must inform us of your decision through a clear statement via email.

10.5 To meet the relevant cancellation deadline, it is sufficient for you to send your communication regarding the exercise of the right to cancel before the expiration of the cancellation period outlined in clause 10.3.

13.6 Once you have notified us within the applicable deadline about exercising your right to cancel, if you have received the Upsell (or if it has already been dispatched, and you do not reject delivery), you must return the Upsell as follows:

(a) If the Upsell was provided by our Event Partner, send it to the relevant Event Partner at the address notified by us or displayed on our website; or

(b) If the Upsell was provided by Snapy Tickets, send it must be sent to our London office (or another address notified by us).

Returns must be sent promptly and, in any event, no later than 14 days from the day you communicate your cancellation, and we recommend obtaining proof of sending. Please note that you will be responsible for the costs of returning the relevant Upsell(s) unless otherwise stated by us or the relevant Event Partner.

10.7 If you cancel a purchase under clause 10, we will generally reimburse all payments received from you in relation to the relevant cancelled Upsell, including delivery costs (except for supplementary costs resulting from choosing a delivery method other than the least expensive standard delivery offered by us). However, if there is a loss or reduction in value of the relevant Upsell due to unnecessary handling by you, we may make a proportionate deduction from the reimbursement. Importantly, you are only liable for any diminished value of the relevant Upsell resulting from your handling, other than necessary handling to establish the nature, characteristics, and functioning of the goods.

10.8 We will make necessary refunds under this clause 10 without undue delay, and no later than 14 days after the day:

(a) We or the relevant Event Partner receives the relevant Upsell from you;

(b) You provide evidence of returning the goods; or

13.9 We will make the reimbursement using the same payment method as your initial purchase unless you expressly agree otherwise. In any event, you will not incur any fees as a result of the refund.

11. INTERPRETATION

11.1 Expressions such as "including," "include," "in particular," "e.g.," or any similar phrase shall be considered illustrative and should not restrict the meaning of the words, description, definition, phrase, or term preceding those expressions.

11.2 The headings employed in this Purchase Policy serve as reference points only and do not influence its interpretation. References to clauses in these terms and conditions are citations to the clauses of these terms and conditions within this Purchase Policy.

11.3 Capitalised terms in this Purchase Policy will carry the specific meanings assigned to them as outlined within this Purchase Policy.

12. WARRANTIES AND INDEMNITIES

12.1 You assert and guarantee that the information you provide to us regarding your account and your use of the Snapy Tickets Services is truthful, accurate, and complete. You commit to not providing any false information, including contact details. Additionally, you assure and confirm that you are at least 18 years old (or the age of legal capacity in the country of purchase) and possess the ability to enter into legally binding contracts for the purchase of Tickets.

12.2 You declare and assure that, in using our website, you will adhere to all applicable laws and regulations, as well as comply with the terms outlined in this Purchase Policy and any other relevant terms and conditions.

12.3 You hereby indemnify and absolve us and our affiliates, including their respective officers, directors, employees, and agents (the "Indemnified Parties"), from any losses, damages, expenses (including reasonable legal fees), liabilities, claims, and/or demands incurred by any Indemnified Parties due to your violation of this Purchase Policy or any other applicable terms and conditions, breach of applicable laws or regulations, or infringement of any third-party rights.

13. LIMITATION OF LIABILITY

13.1 To the fullest 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 held 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):

(a) in any circumstances where there is no breach of contract or a legal duty of care owed by us or the relevant Event Partner;

(b) 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

(c) 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.

13.2 To the fullest 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 held 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 TM Services and/or any purchases made under this Purchase Policy. In particular, please note that:

(a) personal arrangements and expenditure, including travel, accommodation, hospitality, and other costs and expenses incurred by you relating to an event that has 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

(b) 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

(c) 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.

13.3 Unless otherwise stated in this clause 13, our and any relevant Event Partner’s liability to you in connection with an event (including, but not limited to, 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.

13.4 We are not responsible for any internet connection errors experienced while using the Snapy Tickets Services.

13.5 We are not responsible for the actions or failures of any Venue, 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.

13.6 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, lockout, 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.

13.7 Nothing in this Purchase Policy 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 types of liability that cannot by law be excluded or limited.

14. QUERIES, COMPLAINTS AND DISPUTE RESOLUTION

14.1 In the event that we need to get in touch with you, we will utilise the contact details associated with your Ticketmaster account (or the details you provided at the time of purchase if it was not done online). It is your responsibility to promptly inform us of any changes to your contact information, both before and after the receipt of Items. It is especially important to inform us with a valid email address, as this is our preferred method of communication. Additionally, please be aware that your email settings may categorize our emails as junk, so it is advisable to check your junk and/or spam folders.

14.2 For any queries or complaints related to your purchase, please reach out to via email, referencing any order reference numbers.

14.3 Your query or complaint will be acknowledged by us as promptly as possible and, in any case, within five business days from the date of receipt.

14.4 Before responding to your query or complaint, we may need to reach out to one or more Event Partners for additional information.

14.5 In the event of a dispute, we will make reasonable efforts to engage in consultation or negotiation in good faith to strive for a fair and equitable resolution that is satisfactory to you, us, and any relevant Event Partner. Please be aware that certain complaints may take up to 28 days to resolve.

14.6 The provisions of this Purchase Policy do not diminish or limit your statutory rights, your ability to lodge a complaint with Trading Standards or another suitable regulatory authority, or your right to pursue legal proceedings or alternative dispute resolution methods such as the European Union Online Dispute Resolution Platform (“EU ODR Platform”). This platform allows you to submit a complaint to a registered Alternative Dispute Resolution Provider.

14.7 Please be advised that any aggressive or abusive behaviour, unreasonable demands, or persistence (including threats, abuse, or harassment) towards our staff or representatives, in any form or medium, will not be tolerated. We reserve the right to take appropriate action as deemed reasonably necessary to address such behaviour towards our staff or representatives.

15. GENERAL

15.1 Delay or failure on our part to enforce any provisions of this Purchase Policy does not constitute a waiver of our right to do so.

15.2 We retain the entitlement to assign our rights and obligations under this Purchase Policy, ensuring that your rights are not adversely affected.

15.3 In the event that any provision of this Purchase Policy is deemed invalid or unenforceable by a competent court, such provision shall be considered omitted from this Purchase Policy. This omission shall not impede the continued full force and separate operation of the other provisions.

15.4 If, according to the law of any applicable jurisdiction, any provision of this Purchase Policy becomes illegal, invalid, or unenforceable, it shall not impact the legality, validity, or enforceability of any other provision in that jurisdiction.

15.5 The content of this Purchase Policy and actions taken by either party under it do not establish a partnership, joint venture, or principal-agent relationship.

15.6 Notices issued under this Purchase Policy are deemed delivered upon receipt. If sent by hand, registered post, or courier, delivery is considered at the time of receipt, while transmission by email is deemed received at the time of transmission.

15.7 This Purchase Policy is governed by and construed in accordance with English law. Both you and we agree to submit to the non-exclusive jurisdiction of the English courts concerning any dispute arising out of or in connection with this Purchase Policy.