Terms & Conditions

Terms and Conditions

Last Revised: 29 September 2022

Introduction Bookings made with this site are supplied by Encore Tickets Limited (“Encore”, “Encore Tickets”, “Encore Tickets Ltd”, “Site”, “Company”, “we”, “us” and “our”) and other suppliers chosen by this site. Encore Tickets Limited acts as a bonded fulfilment agent for this site. We are a limited company, registered in England. Our registered company number is 04002600, and our registered office is at 5 New Street Square, London, UK, EC4A 3TW. Encore Tickets is a member of the Society of Ticket Agents and Retailers (STAR) and operates within the code of practice STAR sets down for its members. For more information on STAR please see www.star.org.uk. 

For information about how and why we process Personal Data, please visit the Encore Tickets Limited Privacy Policy.

Your use of the Site will be subject to these terms and conditions and by using the Site, you agree to be bound by them. We reserve the right to change these terms and conditions from time to time by changing them on the Site. 

About us This is a website for purchasing theatre and event tickets.

How we work You can use this website to browse and purchase tickets to theatre performances and events. Tickets may be purchased via American Express, MasterCard, Visa, Union Pay or PayPal. 

Encore Tickets Limited reserves the right to refuse to accept any users at its sole discretion.

Ordering and availability The contract between you and us in relation to the Tickets ordered (“Contract”) will only be formed when we send you the Order Confirmation. After entering into the Contract, we will be under a legal duty to supply you with goods that are in conformity with the Contract.

Encore Tickets Limited guarantees that the ticket you purchase through the Services will provide valid entry to the event described on the ticket and that the ticket you receive from us will be the same one as the one purchased through the Services.

If the ticket you receive from us is not the same one as purchased through the Services, then Encore Tickets Limited will provide you with a ticket of the equivalent face value or, if we cannot provide this, we will provide a full refund, including any Encore Tickets Limited fees.

Risk and title Tickets ordered will be at your risk from the time of collection. Ownership of the Tickets ordered will also pass to you on collection, provided full payment of all sums due in respect of the Tickets has been received.

Price and payment The price of Tickets is as quoted on the Site. All prices which are displayed include any applicable payment processing fees and booking fees. All prices are inclusive of any applicable VAT. Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you an Order Confirmation.

By completing and submitting the electronic order form (or proceeding through the 'checkout process') you are making a purchase of goods.

If accurate personal contact details are not provided at the time of booking (correct email, phone number and billing address), we reserve the right to cancel and refund the transaction.

We try our very best to ensure the accuracy of all of our prices, but in rare instances, pricing errors may occur. If we discover an error in the price of your booking, we will contact you via email or phone or letter and will give you the option of either (a) re-processing your booking at the correct price or (b) cancelling your booking with a full refund of any monies already paid.

Personal arrangements including travel and accommodation relating to the event are the ticket holder’s own risk and in no event shall Encore Tickets Limited, the venue or the producer/promoter be liable for any wasted expenditure beyond the ticket price and booking fee.

Confirmation Payment for all orders must be made by credit, debit card or PayPal, or any other acceptable payment method listed on the checkout page.

You should be aware that online payment transactions are subject to validation checks by your card issuer and we are not responsible if your card issuer declines to authorise payment for any reason. Please note, it is possible that your card issuer may charge you an online handling fee or processing fee. We are not responsible for this.

This site acts as an agent only and has no control over the event or venue. Tickets are sold subject to the Rules and Regulations of the event organiser/venue which are available on request. The event organiser/venue reserves the right to make alterations to the advertised arrangements or featured artists, to refuse admission and to request latecomers to await admission until a convenient break. The ticket holder has a right only to a seat of a value corresponding to that stated on the ticket. Both Encore Tickets Limited and the venue management reserve the right to provide an alternative seat to that stated on the ticket.

Ticket collection If you have selected Care of Box Office, tickets and items purchased from this site by customers outside the UK will be available for collection from the event venue on the date of the performance or upon arrival at the hotel, restaurant or attraction. Tickets will only ever be posted to the registered billing address of the credit card holder in the UK. Should box-office pickup not be available due to COVID-19 or any other reasons, Encore Tickets will update customers via email with alternative delivery options.

You will need to bring a form of personal identification and your reference number if you collect your tickets from the venue. We will send you a reminder email before you are due to attend your theatre performance.

Cancellation and refunds Tickets or Packages cannot be exchanged or cancelled unless specifically stated otherwise at the time of purchase, or if you have purchased a Flexiticket option. If you purchased Flexiticket, you can change your booking to an alternative date up to 3 days before the original performance date, and protect yourself against cancellation charges.

In the event a live event is cancelled or postponed, Encore Tickets will attempt to contact you to inform you of refund or exchange procedures. Encore Tickets or Owner, as applicable, guarantees that if an event is cancelled and not rescheduled, Encore Tickets, or where the ticket is purchased from the Owner, will facilitate a return of the full purchase price of your tickets in the form of a Voucher or Premium Voucher for the transaction amount, at the sole discretion of Encore Tickets. A Voucher is a credit worth the same amount as the total amount charged in the original transaction. A Premium Voucher is a credit worth some amount greater than the total amount charged in the original transaction. If Encore Tickets does not receive a written request for a refund (not including any applied fees) in lieu of a Voucher or Premium Voucher within ten (10) days from the issuance of the Voucher or Premium Voucher, then it will consider the offer of a Voucher or Premium Voucher in lieu of refund to be accepted by the Customer. Should a Voucher or Premium Voucher be used towards the purchase of a future event that itself is subsequently cancelled, a replacement Voucher or Premium Voucher in the amount of the purchase price (not including booking or handling fees) will be issued and this will not be replaced by a Voucher or Premium Voucher relative to the value of that successive transaction. For exact instructions, or to request a refund for any cancelled or postponed event, please visit https://support.tixuk.com/support/home.

Should any user of this website disagree with the final resolution provided by Encore Tickets Limited, User will have access to a free Alternative Dispute Resolution for Consumer Disputes (ADR) service through STAR. Details of how to contact STAR and make a complaint through ADR should be provided to the customer by the STAR member. Full details of STAR’s ADR procedure can be downloaded as a PDF file HERE. 

Latecomers Customers who arrive late for a performance may not be admitted until a suitable break. Certain venues/productions may not admit latecomers at all. You must enquire with the venue for specific information on their latecomer policy. In the event that it is not possible to admit a latecomer for any reason, no refunds will be offered.

Referral Codes, credits, and vouchers Company reserves the right to cancel any referral program at any time. Encore Tickets Limited may from time to time, in our sole discretion, issue customer service credits and/or vouchers, which Encore Tickets Limited reserves the right to revoke with or without notice.

Our liability Nothing in these terms and conditions shall limit or exclude our liability to you:

• for death or personal injury caused by our negligence;
• for fraudulent misrepresentation;
• for breach of any obligations implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982;
• under Part I of the Consumer Protection Act 1987; or
• for any other liability that may not, under English law, be limited or excluded.

Subject to this, in no event shall we be liable to you for any business losses and any liability we do have for losses you suffer arising from any Contract shall not exceed the purchase price of the relevant Tickets and is strictly limited to losses that were reasonably foreseeable. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.

We will not be liable or responsible for any failure to perform or delay in performance of, any of our obligations under any Contract that is caused by events outside our reasonable control.

Access to the Site It is your responsibility to ensure your equipment (computer, laptop, netbook, tablet or other mobile devices) meets all the necessary technical specifications to enable you to access and use the Site and is compatible with the Site.

We cannot guarantee the continuous, uninterrupted, or error-free operability of the Site. There may be times when certain features, parts, or content of the Site, or the entire Site, become unavailable (whether on a scheduled or unscheduled basis) or are modified, suspended, or withdrawn by us, in our sole discretion, without notice to you. You agree that we will not be liable to you or to any third party for any unavailability, modification, suspension, or withdrawal of the Site, or any features, parts or content of the Site.

What you are allowed to do You may only use the Site for non-commercial use and only in accordance with these terms and conditions. 

You may retrieve and display content from the Site on a computer screen, print and copy individual pages and, subject to the next section, store such pages in electronic form. Additional terms may also apply to certain features, parts or content of the Site, and where they apply, will be displayed on-screen or accessible via a link.

What you are not allowed to do Except to the extent expressly set out in these terms and conditions, you are not allowed to:

• store pages of the Site on a server or other storage device connected to a network or create an electronic database by systematically downloading and storing all of the pages of the Site ;
• remove or change any content of the Site  or attempt to circumvent security or interfere with the proper working of the Site  or the servers on which it is hosted; or
• create links to the Site from any other website, without our prior written consent.

You must only use the Site and anything available from the Site for lawful purposes (complying with all applicable laws and regulations), in a responsible manner, and not in a way that might damage our name or reputation or that of any of our affiliates.

All rights granted to you under these terms and conditions will terminate immediately in the event that you are in breach of any of them.

Intellectual Property Rights All intellectual property rights in any content of the Site (including text, graphics, software, photographs, and other images, videos, sound, trademarks, and logos) are owned by us or our licensors. Except as expressly set out here, nothing in these terms and conditions gives you any rights in respect of any intellectual property owned by us or our licensors and you acknowledge that you do not acquire any ownership rights by downloading content from the Site. In the event you print off, copy or store pages from the Site (only as permitted by these terms and conditions), you must ensure that any copyright, trade mark or other intellectual property right notices contained in the original content are reproduced.

Content We may change the format and content of the Site from time to time. You agree that your use of the Site is on an {"'as is'"} and {"'as available'"} basis and at your sole risk.

Whilst we try to make sure that all information contained on the Site (other than any user-generated content) is correct, it is not intended to amount to authority or advice on which reliance should be placed. You should check with us or the relevant information source before acting on any such information.

Except to the extent that our Site Terms of Supply apply, we make or give no representation or warranty as to the accuracy, completeness, currency, correctness, reliability, integrity, quality, fitness for purpose, or originality of any content of the Site and, to the fullest extent permitted by law, all implied warranties, conditions or other terms of any kind are hereby excluded and we accept no liability for any loss or damage of any kind incurred as a result of you or anyone else using the Site or relying on any of its content.

We cannot and do not guarantee that any content of the Site will be free from viruses and/or other code that may have contaminating or destructive elements. It is your responsibility to implement appropriate IT security safeguards (including anti-virus and other security checks) to satisfy your particular requirements as to the safety and reliability of content.

• Your personal information
• Use of your personal information submitted to or via the Site is governed by our Privacy Policy and Cookie Policy.
• User content

The Site may allow you to upload user-generated content in public areas so that you may review the Applications in the comments pages and/or message boards (collectively User Content Areas). We do not control the material submitted to User Content Areas (collectively User Submissions), nor are User Content Areas actively moderated. You are solely responsible for the content of your User Submissions as submitted by you and acknowledge that all User Submissions express the views of their respective authors and not our views.

If you participate in any User Content Areas, you must:

• keep all User Submissions relevant to the purpose of the User Content Area;
• not submit any User Submission that is unlawful, threatening, abusive, libellous, pornographic, obscene, vulgar, indecent, offensive, or which infringes on the intellectual property rights or other rights of any third party;
• not submit any User Submission that contains any viruses and/or other code that has contaminating or destructive elements;
• not submit any User Submission containing any form of advertising; and
• not impersonate, or misrepresent an affiliation with, any person or entity.

You agree that, by submitting any User Submission, you grant us and our affiliates a perpetual, irrevocable, worldwide, non-exclusive, royalty-free and fully sub-licensable right and licence to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, perform and display such User Submission (in whole or part) and/or to incorporate it in other works in any form, media or technology, and you waive any moral rights you may have in, or to be identified as the author, of such User Submission.

Whilst we do not pre-screen User Submissions, we reserve the right, in our sole discretion, to delete, edit or modify any User Submission submitted by you and/or to close any topic, at any time without notice to you.

Complaints about the content of any User Submission must be sent to customerservices@encore.co.uk and must contain details of the specific User Submission giving rise to the complaint.

External links The Site may, from time to time, include links to external Sites, which may include links to third-party offers and promotions. We include these to provide you with access to information, products or services that you may find useful or interesting. We are not responsible for the content of these Sites or for anything provided by them and do not guarantee that they will be continuously available. The fact that we include links to such external Sites does not imply any endorsement of or association with their operators or promoters.

General You may not transfer or assign any or all of your rights or obligations under any Contract.

All notices given by you to us must be given in writing to the address set out at the end of these terms and conditions. We may give notice to you at either the email or postal address you provide to us when placing an order.

If we fail to enforce any of our rights, that does not result in a waiver of that right.

If any provision of these terms and conditions is found to be unenforceable, all other provisions shall remain unaffected.

These terms and conditions may not be varied except with our express written consent.

These terms and conditions and any document expressly referred to in them represent the entire agreement between you and us in relation to the subject matter of any Contract. We are required by law to advise you that Contracts may be concluded in the English language only and that no public filing requirements apply.

These terms and conditions shall be governed by English law, and you agree that any dispute between you and us regarding them or any Contract will only be dealt with by the English courts, provided that, if you are a consumer and not a business user and you live in a part of the United Kingdom other than England, the applicable law of that part of the United Kingdom will govern and any dispute will only be dealt with by the courts there. Nothing shall prevent us from bringing proceedings to protect our intellectual property

Contacting us In the event that you have any reason to complain or experience any problems, you must immediately inform the supplier of the service(s) in question (including the Restaurant or Hotel) at the time of the experience. Any complaints must then be put in writing to us and we resolve to reply within 48 hours. Please note any complaints need to be made within 14 days of the experience booked.

Please submit any questions you have about these terms and conditions or any problems concerning the Site by email to customerservices@encore.co.uk.