Event & ticket conditions

The general conditions for events & tickets provided by Tickazilla

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Please read and understand our event & ticket conditions below, which explain the respective rights and duties of you and Tickazilla. If you use our services, you agree to abide by these terms. It is also important that you read and understand our general terms & conditions and privacy policy.

1. Covid-19, venue entry & security

Covid-19 & venue entry
Venues reserve the right to refuse admission should you breach any terms and conditions of the venue, event or event organisers.
To combat the spread of Covid-19, national governments have imposed mandatory health and safety procedures at venues. These protocols, without limitation, may require you to wear a face-mask for the entire duration of the event, answer health screening questions and pass a body temperature test (below 37.5 degrees) upon entry, and adhere to any other specific entry requirements, such as evidence of an approved Covid-19 vaccination certificate/pass with QR code, which shows you have been fully vaccinated against Covid-19, or made a full recovery from Covid-19.
If you need to provide evidence of a full vaccination against Covid-19; your final vaccination or booster vaccination must have been completed at least 14 days prior to the event start time and within 270 days of the event start time.
If you need to provide evidence of a full recovery from Covid-19; you must have recovered from at least 11 days after you tested positive and within 270 days of the event start time.
Depending on the country you are travelling to, negative PCR tests or rapid antigen tests (within a specified time of the event start time) may no longer be accepted as evidence. If they are not accepted, you must be fully vaccinated against Covid-19, or have fully recovered from Covid-19, within the time limits set out above.
Some of these entry requirements may not be necessary for children under a specific age.
The Covid-19 vaccination certificate/pass you use, must be one that has been approved by the national government of the country, where the venue is located. It must also be compatible with the government’s official verification technology/apps.
In order to enquire about specific entry requirements for event venues and related Covid-19 protocols, or to check that your country's Covid-19 vaccination certificate/pass will be duly accepted, please contact the nearest embassy of the country you are travelling to, or contact your government’s foreign travel department.
These strict health and safety requirements are mandatory and may require spectators to arrive at the event venue much earlier than the event start time. Entry time slots depend on your seating location and range from approximately 30 mins to 2 hours prior to the event start time. If you fail to comply with the Covid-19 health and safety protocols, or fail any of the checks, or fail to produce an approved, valid and functioning Covid-19 certificate/pass, this shall entitle the venue, event organisers or venue staff to eject you from the venue, or prevent entry into the venue, and you will not be entitled to a refund.
Any unacceptable behaviour likely to cause damage, nuisance or injury shall entitle the venue, event organisers or venue staff to eject you from the venue or prevent entry into the venue, and you will not be entitled to a refund.
Tickazilla cannot be held responsible or liable for any costs or losses you may incur if you fail any of the entry regulations of the venue, or if you breach any terms and conditions of the venue.

Photographic identification
You will be asked to produce photographic identification upon entry at certain venues, so you must carry your passport, or other approved form of photographic identification, whilst attending the event.
To verify your Covid-19 vaccination certificate/pass, you will also be asked to show photographic identification that matches the name on your Covid-19 vaccination certificate/pass.
Tickazilla cannot be held responsible or liable for any costs or losses you may incur if you fail to present valid photographic identification.

Venue security
Venues may conduct security searches to ensure the safety of other spectators/guests. You and your belongings may be searched at designated security checkpoints at the venue and any prohibited items may be confiscated and may not be returned to you. If you fail to comply with instructions from venue staff then you may be ejected from the venue or prevented from entering the venue, and you will not be entitled to a refund.
Tickazilla cannot be held responsible or liable for any costs or losses you may incur if you fail to adhere to venue security regulations.

2. Ticket cancellations & refunds

All event ticket sales are final.
Event tickets cannot be cancelled, exchanged or refunded except as set out in Conditions 5.7 (iv) and 5.7 (v) of our General Terms & Conditions.
If an event is suspended or postponed and waiting to be rescheduled or has been rescheduled, your tickets will be transferred to the rescheduled event date, up to the same value of the original cost of tickets. Tickets cannot be cancelled, exchanged nor refunded. Should you be unable to attend the rescheduled event date then it is your responsibility to resell your tickets or transfer your tickets to family or friends (that can attend the rescheduled date), or claim a refund on your travel insurance policy.
Tickazilla strongly recommend that you obtain comprehensive travel insurance to cover your ticket purchase against an event being cancelled or postponed.

3. Seat groupings

Pairs
Some event organisers generally issue seats in pairs, whereby two seats are positioned together side by side.
We therefore provide a minimum guarantee of seats positioned together in pairs, unless we specifically state that all seats are positioned together within the ticket category or ticket description. It is important therefore that you read the ticket category/description carefully for your chosen ticket.
Ticket descriptions are available next to each ticket category on our ticket listing webpages.

Exception - FC Barcelona - Pairs
For FC Barcelona games played at the Nou Camp in Barcelona, we cannot always provide our minimum guarantee of pairs i.e. two seats positioned together side by side.
FC Barcelona only guarantee seats together in pairs, within the following definition of pairs:

1. two seats positioned together side by side.
FC Barcelona will always try to prioritise pairs (as above) however in rare circumstances, the club may issue pairs as:

2. a seat directly in front of the other seat.
3. two seats together in a diagonal pair.
4. two seats together in a diagonal pair that are separated by an aisle/ step.
5. two seats together in a diagonal pair that are separated by one seat.
6. two seats side by side that are separated by an aisle/ step.
7. two seats side by side that are separated by one seat between them.
8. two seats in front of each other that are separated by one seat/row.

3 or more seats
Unless we specifically state that all seats are positioned together (within the ticket category or ticket description), group bookings of three or more persons may be seated in different rows, sectors or stands (within the positions of your allocated ticket category) and therefore separated from each other.
Where the ticket category/description does not specifically guarantee all seats together, we will always sincerely try our hardest to seat groups together, or as close together as possible, however we cannot always guarantee this.
We can only guarantee seats together if the ticket category/description specifically states that all seats will be positioned together. It is important therefore that you read the ticket category/description carefully for your chosen ticket.

Guarantees
To provide you with our guarantees for seat groupings, all tickets must be placed under the same booking reference and paid for in a singular transaction. We are unable to 'connect' tickets that have been booked and paid for in separate transactions, unless we specifically inform you in writing by email.
If you have any specific requests for seating allocations or seat groupings, please contact us.

Face values
The face values printed on your tickets may vary slightly to each other as certain sectors within your allocated ticket category may have different pricing structures. You acknowledge that we do not have any control over this.

4. Seating & ticket allocations

Ticket descriptions & categories
Ticket descriptions are available next to each ticket category on our ticket listing webpages.
Please note; some ticket categories provided on our website are our own definitions, which may differ from the official categories offered by the event organiser.
Where necessary, Tickazilla reserve the right to supply free ticket category upgrades without notice to you, and this shall not constitute breach of the Contract.

Stadium seating plans
Stadium seating plans are not to scale and only representative of approximate seat positions.

Home supporter sections
Seats will be positioned in the home supporters sections of the stadium. You will be seated with supporters of the home team (i.e. the team from the city/country where the event is being played). Some of these areas may also be seated with neutral supporters.
The colours of the away team (shirts, scarves, jackets etc) will not be permitted into these sections of the stadium.

Away supporter sections
Seats will be positioned in the away supporters sections of the stadium. You will be seated with supporters of the away team (i.e. the visiting team).
The colours of the home team (shirts, scarves, jackets etc) will not be permitted into these sections of the stadium.

5. Event dates

The dates and times for all events are shown as provisional or confirmed. Also, event start times are marked as local.
Those events that are marked as provisional may be moved at short notice to alternative event dates or event start times. If an event is marked as provisional then all possible variations to the performance date of each event are displayed online. This information is also available throughout the online booking process.
Once the date/ start time for provisional event dates has been confirmed by the event organisers, we'll notify you accordingly via email.

6. How do provisional event dates affect the duration of my hotel stay?

For those events that are marked as provisional, hotel stays should cover all days that the event could potentially take place on. This will ensure you do not miss the event you are travelling to watch.
If you book your hotel online via our website, the hotel check-in date and number of nights are automatically set to cover all possible dates that your chosen event may be performed on.
It is your responsibility to ensure you book the correct number of nights to cover the performance dates of the event
Similarly, if you are booking your hotel independently then you must also ensure your stay covers all possible nights that the event may take place on.

7. Face value of event tickets

Market value
Event tickets are sold above or lower than the face value at commercial market rates and reflect supply and demand for that particular event. In order to secure 'difficult to obtain' tickets, preferred seating and to guarantee tickets in advance (before general sale to the public) and at sold out events, we ourselves have to pay a high premium above the face value to event organisers and/or authorised/ third party agents. You acknowledge that we do not have control over the ticket prices set by such companies, and that we cannot be held responsible for such prices.

Face value
Face value of tickets may vary for each event and normally reflects the profile of the event. If face values are not provided within your ticket description then indications of face values are highlighted below:

General Admission tickets range from €10 Euros to €100 Euros
Category Four tickets range from €10 Euros to €85 Euros
Category Three tickets range from €15 Euros to €95 Euros
Category Two tickets range from €25 Euros to €120 Euros
Category One tickets range from €30 Euros to €250 Euros
VIP tickets: from €120 Euros

Where applicable some values are approximate. Ticket offices may also charge a 10% - 20% administration/ booking fee in addition to the face value. In some instances the face value may not be printed on tickets or season/ electronic access cards that are issued to our clients.

Business costs not included in face value
The final price you pay also considers other factors that encroach on our business costs (other than profit) which are not included in the face value of the tickets;

Firstly, it is worth noting that overseas event organisers/ companies have to charge VAT to us before considering their own additional costs and profit margin.
Secondly, we have to consider UK VAT @ 20%, overseas bank transaction charges, risks associated with foreign currency exchange rates, administration costs, advertising costs and service.

We fully support our customers ‘shopping around’ before buying (or not buying) from us. By purchasing from us you will have peace of mind that your tickets will be available in advance for the event you attend.

8. Ticket types provided

Season tickets & member cards.
Some ticket agents may pre-book season tickets at the start of the season with the respective sports clubs/ event organisers that may be used for your event booking. Season tickets are normally issued in the form of electronic access cards, member cards or paper tickets and may have different spectator names on them. This is standard practice for the majority of football clubs. Also, club members that do not take up the option of attending games may also return their electronic access cards/ member cards/ tickets back to the respective clubs which may also be issued as part of your ticket booking.

These cards and tickets are officially allocated to our customers with the approval of the respective clubs. The names of each spectator are still given to the respective authorities whom take note of which persons are actually attending the event. You will not have any problems gaining access into the stadium using these cards or tickets.

If such cards or tickets are issued as part of your bookings, some clubs may also provide official supporting documentation to provide details of the relevant spectator name changes (the spectator names on your booking). You must take the supporting documentation with you to the stadium with the cards/tickets (plus valid photographic identification for each spectator). Failure to take the official supporting documentation with the tickets may result in stadium officials refusing you entry into the stadium.

You may also need to return the cards back to the reception desk of your hotel after the game, as the cards will need to be returned to the club and used by other spectators at future games. If this is required for your booking, instructions on how to return your cards will be provided in the envelope that we deliver your tickets in.

Electronic tickets (e-tickets)
Some event organisers may issue e-tickets for your booking rather than paper tickets. If e-tickets are issued then we will send e-tickets (normally in PDF format) to your registered e-mail address. You will need to print the e-tickets and take them with you to the venue. You must therefore monitor your e-mail inbox before you attend the event.

9. Finding the venue & locating your reserved seats

You will be responsible for finding your way to the venue and locating your reserved seat(s) inside the venue. The location details of your reserved seat will be displayed on your ticket/ entrance pass. Signs are also marked at the venue to help with entry into the venue and to identify the correct seat locations.

If you are unable to find the correct entrance or have difficulty in identifying your reserved seat then you should contact the nearest steward/ venue staff for assistance so they can help you find your seat.

You agree that no claim will be made against us for the actions or failures, whether negligent or intentional, of any third parties including (but not limited to) the venue, event organisers, official ticket distribution partners of the event organisers or venue staff/ stewards. We will also not be liable for how your seat information is displayed on the tickets nor the language that is printed on the tickets.

10. Security measurements, punishment bans & members at football games

Event organisers may on rare occasions impose strict security measurements, or punishment bans at certain games. Some clubs may also cancel their existing booking policies (at certain games) and limit spectators to those that are only registered members of the club.
Spectators at stadiums may therefore be limited to:

1. local residents that live in the city where the game is taking place in, or
2. registered members/card holders of the team, or
3. passport holders of the country where the game is taking place in, or
4. passport holders of all countries except passport holders of the country from where the opposing away team is registered, or
5. no spectators i.e. matches may be played behind closed doors with no public attendance

Event tickets can only be issued by such supporters. Access into the stadium will be denied for any other supporters.

Furthermore, where demand by registered members is extremely high then only a limited number of tickets may become available to the general public and/or certain ticket categories may sell out. Registered club members have first refusal on tickets even if the general public book confirmed tickets in advance with the club’s official agents. In this scenario, clubs may subsequently cancel their existing booking policies.

These decisions may be enforced without warning at short notice before the respective event.

For those travel/ sport event agencies that pre-book tickets in accordance with the clubs normal booking policies, in advance of any such announcement, will no longer be permitted and cancelled by the respective clubs.
You acknowledge that we do not have any control over this and will not be held responsible.
For general conditions and cancellation terms, please see condition 5 ‘Terms of Payment, Variations & Cancellations’ under our standard terms & conditions.

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