All tickets purchased through Ticket Room will be sent via email in the form of a PDF e-ticket.  E-ticket’s reduce the risks involved with sending tickets through the post and keep our ticket fees as low as possible.

When you receive your order confirmation e-mail, your e-ticket will be attached.  You can also download or re-send your e-ticket at any time by logging into your user account and viewing the order in your dashboard or ‘My orders’ section.

To avoid any last minute problems, you should download and print your e-ticket as soon as possible.

Please check your junk mail folder to ensure your spam filter has not marked the e-mail as ‘junk’.  If it has, mark the e-mail as safe to avoid this from reoccurring in the future.

If this is not the case, you can download or re-send your e-ticket and receipt of purchase from your user account.  Once logged in, please click the ‘My orders’ section to view your purchases.

If you cannot see the order on your user account and have not received a confirmation e-mail, your payment may have not been taken.  Please contact your bank to confirm this before attempting to purchase the tickets again.

A copy of your e-ticket can be requested from your buyer panel.  Simply login, find the order on your dashboard or ‘Orders’ tab and select the mail icon.

You will be asked to confirm which email address you want your ticket emailed to, and once confirmed we will email you a copy of your e-ticket within a few minutes.

To ensure admission is granted to the correct person, we require you to bring the bank card used to purchase your ticket along with a government issued ID (passport or driving license) in the name of the payee.  The payee must be present themselves as the bank card and ID cannot be presented by someone else.

Your bank card will not be taken from you but it will be checked against our records to ensure you are the valid ticket holder.  Failure to bring your bank card and valid ID may result in refusal of entry without refund, at the event organisers discretion.

If you have forgotten your password it can be reset by using the e-mail address registered to the account.  Please follow the below steps:

Step 1:  Click the “Forgot your password?” link on the login page.
Step 2:  Enter your e-mail address and press submit.
Step 3:  You will receive a temporary password via the e-mail address used to set up your account.  Once you’ve logged in, you must update your password immediately.

If you have purchased multiple tickets for yourself and other people you must ensure that they all enter the event with you.  They must not attempt to enter the event without you, and you will be expected to show your bank card used to make payment along with your ID (passport or driving license).  Failure to comply may result in refusal of entry at the event organisers discretion.

If you’re not sure if all of your group will be able to enter the event at the same time, you should purchase tickets individually to avoid refusal.

Due to fraud prevention reasons, the name on the ticket must always be the same as the name on the card used to make payment. It is therefore not possible to change any name on any tickets. Upon entry, a form of ID (passport or driving licence) will be required to ensure the card used to make payment belongs to the cardholder.

If you have lost or damaged your event ticket, print another one!  Our e-ticket system allows you to re-print your ticket as many times as required.  Simply login to your account, click the ‘my orders’ tab to view your purchases and reprint your event ticket.

Remember, when you attend the event you must ensure you bring your ID and bank card used to make payment.  We will authenticate your details and then mark you off on our event entry system as ‘entered’ ensuring a duplicate of your ticket is not used to enter the event.

If you have changed your mind and no longer wish to attend an event or cannot attend due to personal reasons, unfortunately we cannot provide you with a refund.  As per our Purchase Policy which you agreed to when making your booking, all event tickets are non-refundable.

If the event has been cancelled or was rescheduled after you purchased your ticket and you cannot make the new event date and/ or location, then you are entitled to a refund.  You will receive an e-mail officially notifying you of the changes to the event shortly after we are made aware by the event organiser, and a refund will be made within 15 days of you advising you cannot make the reschedule event.

Unfortunately it is possible that events may have to be relocated, rescheduled or even cancelled.  Whilst we continuously work with event organisers to avoid such situations, occasionally unforeseen circumstances mean there are no alternative options.

If you have purchased tickets for an event that has been relocated and/ or rescheduled, unless you are informed otherwise your event ticket will still be valid and you can attend the event as normal at the new location and/ or date.

If you are unable to make the rescheduled date, cannot attend at the new location or the event has been cancelled, then you are entitled to a full refund.

You will receive an e-mail officially notifying you of the changes to the event shortly after we are made aware by the event organiser, and a refund will be made within 15 days of you advising you cannot make the reschedule event.  If an event is cancelled a refund will be automatically processed within 15 days of the event being cancelled.

When you purchased your event ticket(s) you agreed to our Purchase Policy, which states that the event staff reserve the right to refuse you entry and/or ask you to leave an event under certain circumstances.  Please review our Purchase Policy for a full list of such circumstances.

If you were refused entry or asked to leave for one of the given reasons, then unfortunately you will not be entitled to a refund.

We are very sorry to hear if you have had a bad experience at an event on sale through Ticket Room.  We hope you appreciate that Ticket Room does not manage or organise events that we sell tickets for, therefore many factors are beyond our control.

As per our Purchase Policy you have the right to make a complaint about an event within 3 calendar days of the event finishing.  Once we have received your complaint, we will investigate the issues you have raised and decide whether or not we believe it is appropriate to issue a full or partial refund, offer a gift voucher or come to an alternative agreement of some sort.

If you make your complaint more than 3 calendar days after the event has finished, you will more than likely not receive a refund.  This is a term within our Purchase Policy which you agreed to when purchasing your tickets.  Ticket Room will still review your complaint and consider if any action should be taken against the event organiser, but we are required to remind you that it is unlikely you will receive a refund.

Note: any complaints made must be supported with evidence if we are to consider providing you with a refund.  If the evidence you provide is not reasonable or sufficient enough to support your claims, you will not be entitled to a refund.

If you have purchased a Ticket Room ticket from a third party (for example a friend or ticket tout), you will not be permitted entry into the event.  We require proof of the bank card used to make payment for the event ticket, as well as an ID in the name of the card owner (passport or driving license).  If you have purchased the ticket from a third party, you will not pass this security check and therefore not be permitted entry. 

It is not possible to change the name on an event ticket or to present the bank card and ID on behalf of the buyer, they must be present themselves. We recommend you request a refund for your purchase immediately.  Ticket Room is not responsible for giving you a refund or for obtaining a refund on your behalf under such circumstance.

If you have a general query regarding an event, you should aim to contact the event organiser at all times.  Ticket Room processes event tickets on behalf of event organisers; we do not organise or manage the events.  This means if you have a query, most likely our guess is as good as yours and unfortunately we may not be of much help. Most event organisers give details of their company or website on their event or profile, so we request you attempt to contact them directly in the first instance.

Ticket Room will always attempt to assist you where possible, so if you cannot get in contact with the event organiser, please feel free to contact us.  We will forward your query to the event organiser and contact you with their response once we have received the same.  Please note Ticket Room offers no guarantee over the accuracy of any responses you receive or that you will receive a response at all.