Ticket Purchase Guidelines
GUIDELINES FOR TICKET PURCHASE
OVERVIEW
1.1 Winterfunland Midlands UK, operating as Klicket (“Klicket”, “we”, “us”, “our”), is an England and Wales registered company, number 12597144, located at Brulimar House, Jubilee Road, Middleton, Manchester, M24 2LX, United Kingdom.
1.2 Our online platform facilitates the buying of primary and resale tickets, along with other event-related items. The term “Ticket(s)” refers to primary event tickets (tickets assigned to us for sale by Event Partners).
1.3 This “Purchase Guidelines” document outlines the terms and conditions governing Ticket purchases from us. For Accessible Tickets purchases or online transactions, additional terms and our website Terms of Use apply.
1.5 Tickets and related products and services are sold on behalf of event creators like organisers, promoters, venues, artists, agents, and others (“Event Partner(s)”). We are not responsible for organizing or conducting the events.
1.6 Tickets are sold as allocated by Event Partners and according to their guidelines. The availability and type of Tickets we sell may differ per event.
1.7 Tickets are available through various channels, including online (desktop, mobile website, app), call centers, and sometimes box offices. All channels access the same inventory, and popular event Tickets may sell out fast. Additional Tickets may become available before events, but we do not control Ticket availability.
1.8 We offer different types of Tickets and packages, such as:
(a) Full price and concession priced tickets. These do not include extra services. (b) “Upsells”: additional products or services sold separately from Tickets, like parking or merchandise. (c) “Collector Tickets”: special souvenir Tickets available for an extra charge. (d) “Packages”: include a Ticket and additional services like exclusive seating, accommodation, or merchandise or parking.
1.9 In these guidelines, “Items” refers to products and services we sell, including all types of Tickets.
1.10 Items are final sale and non-refundable, except as outlined in clauses 11, 12, or 13. For details on exchange or refund eligibility, refer to these clauses.
1.11 This document does not affect your statutory consumer rights. For more information, contact Citizens Advice.
1.12 Purchases from Groupon or other third parties are not covered by our policy. We are Groupon's fulfilment partner and only responsible for ticket delivery. For queries about third-party purchases, contact them directly.
ACCOUNT AND REGISTRATION
2.1 To create a Klicket account and buy a Ticket, you must: (a) be at least 18 (or the legal age in your country) and able to enter legally binding contracts; and (b) set up an account with accurate personal details.
2.2 The purchase contract remains between us and the initial buyer.
2.3 You must keep your username and password secure and are responsible for all activities on your account. If you suspect unauthorized access, contact us immediately.
2.4 If buying on behalf of a company, you must be authorized to act for that entity.
2.5 See our Privacy Notice and Cookies Policy for data usage details. During investigations, you must cooperate with our information requests.
2.6 Do not create or use multiple accounts to circumvent our terms or hide your identity.
2.7 Using our website or app for unlawful purposes or in an unlawful manner is prohibited. We must report any suspected criminal activity to authorities.
2.8 We may terminate your account, cancel orders, or ban future use of Klicket services if: (a) you exhibit abusive or threatening behavior; (b) we suspect fraud or illegal activities linked to your account; (c) unauthorized use of your account is suspected; (d) legal authorities instruct us; or (e) you violate this policy or other terms.
2.9 Close your account through our Customer Help Portal. Closure is effective after all events linked to your purchases have occurred.
2.10 Account termination or order cancellation does not affect accrued rights and liabilities up to the cancellation date.
BINDING CONTRACT
3.1 To buy from us, you must be over 18 and capable of forming legally binding contracts. Online purchases require a Klicket account and a valid payment card.
3.2 Purchases form a binding contract, subject to: (i) these guidelines; (ii) specific Item/event terms; (iii) Event Partner terms; and (iv) venue terms. Review these guidelines before buying.
3.3 By buying from us, you acknowledge and agree to these terms. If you disagree or cannot comply, do not make a purchase.
3.4 We may update these guidelines occasionally. Check regularly for updates. Purchases adhere to the policy version effective at the purchase time.
PRICING, PAYMENT, AND ORDERING
4.1 Item prices include VAT and comprise: (a) Item Sale Price; (b) Service Charge per Item; (c) Order Processing Fees.
4.2 We strive for accurate pricing, but errors may occur. If we find a pricing error, we'll offer you the option to confirm at the correct price or cancel for a full refund.
4.3 Ticket prices are usually fixed but may fluctuate due to demand ("Dynamic Pricing"). You won't receive a refund if prices change after your purchase.
4.4 Prices may be in currencies other than British Pound Sterling. We're not responsible for additional charges or exchange rate fluctuations.
4.5 "Missed Event Insurance" may be available for some events. See our provider's terms for details.
4.6 Accepted payment methods are Visa, MasterCard, American Express, and Klicket gift cards.
4.7 Your purchase contract starts with our order confirmation and ends after the event. For product Upsells, the contract ends 14 days post-delivery.
4.8 If you don't receive order confirmation or experience an error, check if the order was placed. We're not liable for assumptions made without confirmation.
4.9 All purchases undergo security checks. Orders may be cancelled if they fail verification or payment is incomplete.
4.10 Using automated means to obtain Items is prohibited. We may cancel orders suspected of policy breach, and all associated Items will be void.
4.11 To prevent fraud, we may conduct checks and request additional information to verify purchases.
4.12 Ensure you understand and agree with the Item description before purchasing, as mistakes may be uncorrectable later.
4.13 Seating charts during purchase are for guidance and may change without notice.
DELIVERY
6.1 Ticket dispatch varies and depends on when we receive ticket stock. For some events, stock arrives close to the event date.
6.2 If Tickets haven't arrived 5 days before the event, contact us for instructions.
6.3 You're responsible for a secure delivery address and availability for Ticket receipt. Tickets are sent to the card's billing address.
6.4 For e-delivery, ensure you can download or receive Tickets via email. E-delivered Tickets require all guests to enter together.
6.5 We're not liable for delivery issues caused by incorrect information or unavailability on your part.
6.6 We may change the delivery method to venue collection, notifying you if necessary.
6.7 Check Tickets upon delivery for errors and contact us immediately with any issues.
6.8 We're responsible only for Ticket delivery. For Upsells or Package components, contact the Event Partner for any issues.
TICKET RIGHTS AND OBLIGATIONS
8.1 Tickets remain the property of the Event Partner and can be revoked.
8.2 Keep Tickets safe; we're not liable for lost, stolen, or damaged Tickets.
8.3 Replacement for lost or damaged Tickets may not be possible, and if so, may incur a fee.
8.4 We may provide alternative seats to those specified on the Ticket.
TICKET RESTRICTIONS
9.1 There are limits on the number of Tickets you can buy, to prevent unfair practices.
9.2 Tickets may have entry restrictions like age or view limitations. You're responsible for understanding these restrictions.
9.3 Ticket resale for profit without permission is prohibited.
9.4 Resale or transfer of Tickets is subject to law and Event Partner restrictions.
9.5 Tickets cannot be used for unauthorized promotional purposes.
EVENT TIMINGS AND ADMISSIONS
10.1 Event start times are subject to change.
10.2 Tickets are sold with the right to alter or vary the event without refunds, unless materially altered.
10.3 Late admission is not guaranteed.
10.4 Venue security checks are standard, and entry may be refused for terms violation.
10.5 Certain items may be banned at venues, and unauthorized recording is prohibited.
10.6 Misconduct may lead to ejection from the venue.
10.7 Event Partners reserve the right to refuse entry or remove individuals for safety or behavior issues.
10.8 Re-entry to events is generally not allowed.
10.9 By attending, you consent to being recorded for security and promotional purposes.
10.10 Prolonged exposure to loud sounds can harm your hearing.
10.11 Special effects used at events may affect those with sensitivities.
CHANGES AND CANCELLATIONS OF EVENTS
11.1 In case of event cancellations, rescheduling, or significant changes, we will make reasonable efforts to inform you using the details provided in your online account. However, we cannot assure that you will be informed of these changes before the event date. It is your duty to verify if an event has been cancelled, rescheduled, or significantly altered, including confirming the new schedule of any rescheduled event.
11.2 Cancellation Policy: If an event for which you have bought tickets or packages is entirely cancelled (and not rescheduled), your order will be voided, and you will receive a refund for the purchase price of your tickets or packages. However, service charges and order processing fees may not be refundable. In the case of multi-day events, if only certain days are cancelled, you may be entitled to a partial refund proportional to the cancellation.
11.3 Rescheduling Procedure: Should an event for which you have tickets or packages be rescheduled, your tickets and packages will typically be valid for the new date. Alternatively, you may be offered equivalent tickets or packages for the rescheduled event, subject to availability. If you cannot attend the rescheduled event and inform us by the specified deadline, you are eligible for a refund of the ticket/package sale price. Service charges and order processing fees are non-refundable. If no deadline is specified, it defaults to 48 hours before the rescheduled event. Failure to notify us by the deadline will be considered as confirmation of your order for the rescheduled event, and no refund will be available.
11.4 Material Alteration Policy: If an event you have tickets or packages for is materially altered (defined in clause 11.5), your tickets and packages will generally be valid for the altered event. If you decide not to attend the altered event and inform us within the specified deadline, you can cancel your order and receive a refund for the sale price of your tickets or packages. Service charges and order processing fees are non-refundable. Not informing us within the deadline will be taken as reconfirmation of your order, and no refund will be available.
11.5 Definition of Material Alteration: A material alteration is a change (excluding rescheduling) that significantly differs from the original event, as reasonably considered by us and the Event Partner. Changes not considered as material alterations include the use of understudies in theatre, adverse weather, changes in supporting acts, band member changes, line-up changes in multi-performer events, partial event curtailment, and event start delays.
11.6 Refund Process: To request a refund under clauses 11.2, 11.3, or 11.4, follow the instructions provided or write to: Klicket Customer Services, Brulimar House Jubilee Road, Middleton, Manchester, M24 2LX, United Kingdom. If required, return your unused tickets and comply with any other instructions. For cancelled events, unused tickets must be received within 28 days from the event cancellation date for accounting purposes.
11.7 Refund Method: Refunds will be issued using the same payment method as the original purchase.
11.8 Refunds for Associated Upsells: If you have purchased upsells related to an event that is cancelled, rescheduled, or materially altered, and a ticket refund is due, the sale price of these upsells will also be refunded, except for certain exceptions (as outlined in clause 11). This does not affect your statutory rights to cancel orders for upsells, as detailed in clause 13.
Statutory Right to Cancel
13.1 Tickets and Packages are non-refundable and non-exchangeable after purchase, except as provided in clauses 11 or 12.
13.2 Some Upsells are also non-refundable and non-exchangeable after purchase, except under specified conditions (outlined in clause 11.8). These non-refundable upsells include travel, personalized products, sealed media, certain digital downloads, perishable goods, and alcoholic beverages under specific conditions.
13.3 You have the right to cancel certain Upsells without reason within the specified deadlines. This includes physical products within 14 days of delivery and digital downloads purchased more than 14 days before release, within 14 days of purchase. However, this does not entitle you to cancel the associated ticket purchase.
13.4 To exercise your cancellation right, inform us clearly (e.g., through a letter to Klicket Customer Services, Brulimar House Jubilee Road, Middleton, Manchester, M24 2LX, United Kingdom). You can also request cancellation through our specified contact method.
13.5 To meet the cancellation deadline, your cancellation communication must be sent before the end of the specified period in clause 13.3.
13.6 Upon notifying us of your decision to cancel within the deadline, return the Upsell as directed, either to the Event Partner or Klicket, depending on who provided it. Returns must be made within 14 days of your cancellation notice, and obtaining proof of sending is advised. Return costs are your responsibility unless stated otherwise.
13.7 If you cancel under clause 13, we will reimburse all payments received, including delivery costs, unless you chose a non-standard delivery method. However, if the Upsell's value has diminished due to unnecessary handling, we may deduct a proportionate amount from the reimbursement.
13.8 Refunds under clause 13 will be processed promptly, within 14 days following the receipt of the returned Upsell, your return evidence, or your cancellation notification if no goods were supplied.
13.9 Refunds will be made using the same payment method as the original purchase, without incurring any fees.
Interpretation
14.1 Interpretation Terms such as "including", "include", and similar expressions are illustrative and do not limit the preceding words or phrases.
14.2 The headings in this Purchase Policy are for reference only and do not affect its interpretation. Clause references pertain to this Purchase Policy.
14.3 Capitalized terms in this Purchase Policy have specific meanings as outlined within the document.
Warranties and Indemnities
15.1 You confirm that the information you provide is true and accurate and that you are over 18 or of legal age in your country to enter into binding contracts.
15.2 You agree to comply with all laws and regulations, as well as the terms of this Purchase Policy and any other relevant conditions.
15.3 You agree to indemnify us and our affiliates against any losses or damages resulting from your breach of this policy, laws, regulations, or third-party rights.
Limitation of Liability
16.1 We and our Event Partners are not liable for any loss or damage unless there is a breach of contract or legal duty. We are not liable for indirect losses or consequential damages arising from your use of our services or purchases.
16.2 Our and our Event Partners' liability is limited to the price paid for the tickets or items, excluding order processing fees.
16.3 We are not responsible for internet connection errors or the actions or failures of venues, performers, or Event Partners. We are not liable for any injury or damage at events unless due to our negligence.
16.4 Our liability is limited in cases of force majeure events beyond our control.
16.5 This policy does not limit liability for death or injury due to negligence or other excludable responsibilities.
Queries, Complaints, and Dispute Resolution
17.1 We will use the contact details in your Klicket account or provided at purchase to contact you. It's your responsibility to keep your contact details up-to-date.
17.2 For queries or complaints, use our Customer Help Portal and include order reference numbers.
17.3 We aim to acknowledge queries and complaints within five business days.
17.4 We may consult Event Partners for more information before responding to your queries or complaints.
17.5 We will endeavor to resolve disputes amicably and satisfactorily.
17.8 This policy does not restrict your statutory rights or your rights to pursue complaints with regulatory authorities or through legal proceedings.
17.9 We do not tolerate aggressive or abusive behavior towards our staff. We reserve the right to take necessary actions against such behavior.
General
18.1 Any delay in enforcing this policy does not waive our rights.
18.2 We may transfer our rights and obligations under this policy without affecting your rights.
18.3 If any part of this policy is deemed invalid, it does not affect the validity of the remaining provisions.
18.4 This policy is governed by English law, and disputes will be subject to the jurisdiction of the English courts.
Publication Date: 28 July 2023.