Terms & Conditions

Introduction

We are the Ticketline Network Limited, a company registered in England and Wales with company number 08682376 (“we”, “us”, “our”). Our registered office and trading address is Queen’s Chambers, 5 John Dalton Street, Manchester M2 6ET and our VAT number is 560665827. We are a leading supplier of ticketing and associated support services, and the proprietor of a peer-to-peer ticket reselling platform known as “Fanticks” (the “Service”). The Service provides access to a platform allowing users (each a “User”) to buy and sell unwanted or spare tickets for events, such as music concerts, parties and festivals (“Tickets”). We are not a party to the agreement between Users relating to the purchase and sale of Tickets and we are not responsible for the transaction between the buyer and seller or the transfer of any Tickets processed via the Service.

Your use of and access to the Service and any transactions you may make are subject to the terms and conditions which are set out below (“Terms”). By using this Service you agree to accept these Terms. No variation of these Terms shall be binding upon us unless expressly agreed in writing.

General Terms

Scope. These Terms apply to the Service, the website www.fanticks.com (the “Site”), the Service specifications and applications available through any media, platform, technology or device.

Personal Use Only. . We only allow use of the Service for domestic and private non-commercial use. Use of the Service for commercial or business purposes, or the use of automated programs to gain priority on purchases, is not permitted.

Other Applicable Terms. These Terms, together with our Privacy Policy (see https://www.fanticks.com/info/privacy) represent the entire understanding and agreement between you and us and shall have priority over any and all prior statements, understandings or agreements whether oral or in writing. However, your use of our Service involves registration to third party services (including, without limitation, Paypal) which are subject to separate terms and conditions of use published by the relevant third parties. Please read these terms and conditions carefully. If you do not accept such terms and conditions, you will not be able to use the Service or purchase Tickets.

Registration. Users can access the Service by registering by providing a name, telephone number and an email address. Users are not permitted to have more than one registered account. It is a condition of your use of this Service that you provide complete and accurate personal details, including a telephone number and valid email address, prior to purchasing a Ticket, as Users may need to contact each other following completion of a transaction. We shall not be liable for, and you will not be entitled to, any refunds in any circumstances attributable to your failure to provide effective payment and delivery information. This includes circumstances where your email server rejects, bounces or otherwise prevents emails from reaching their intended recipient.

Personal Information. Users should only share personal information via the Service (including contact details and payment information) as necessary and as requested by us. Any information, data and contact provided or posted by other Users should be treated as confidential and not disclosed to third parties.

No Obligation to post Event Information. You agree that we have no obligation to post or publish any information or content provided or uploaded by you (including Ticket or Event listings), and we have complete discretion as to how, when and for how long such material is available to view via the Service. We have the right to remove or edit any posting or contribution you post via the Service if, in our sole opinion, your post or content does not comply with the content standards set out in our Fair Use Policy and/or any other policies referred to in these Terms.

Event Information may be inaccurate. Although we will use reasonable safeguards to verify the accuracy of Ticket listings, we make no express or implied warranty that any information accessible via the Service is accurate, complete or up to date, or that Tickets listed via the Service are valid. Users should make their own enquiries before committing to purchase of a Ticket.

Your Privacy

Under the Data Protection Act 2018, we are obliged to provide you with certain information about who we are, how we process your personal data, for what purposes, and your rights in relation to your personal data and how to exercise them. This information is provided in our Privacy Policy (see https://www.fanticks.com/info/privacy) and we recommend that you download and store a copy of this notice for future reference.

We reserve the right to disclose, in accordance with our Privacy Policy, personal data to PayPal and its affiliates and subsidiaries to the extent necessary to operate the Service, including to help service your account or resolve disputes (e.g. billing or transactional disputes) and to facilitate the processing of Ticket transactions.

Please be aware that online transmissions are never completely private or secure and that any message or information you send using the Service may be read or intercepted by others, even if there is a special notice that a particular transmission is encrypted.

Fair Use Policy

It is a condition of your use of the Service that you will not:

  • feign an improper relationship with another person or entity, or attempt to mislead other Users;
  • attempt to sell Tickets you acquired free of charge, or at a price exceeding the face value of the Ticket plus any associated booking charges;
  • forward any junk mail, spam, chain letters, unsolicited offers or advertisements of any kind and for any purpose;
  • use the Service in any unlawful manner, for any unlawful purpose, or in any manner inconsistent with these Terms, or act fraudulently or maliciously, for example, by hacking into or inserting malicious code, such as viruses, or harmful data, into the Service or any operating system;
  • infringe our intellectual property rights or those of any third party in relation to your use of the Service, including by the submission of any publicly available content.

If we suspect a User is not compliant with our Fair Use Policy we may, without prejudice to our other rights in law, permanently deny that User access to the Service without notice.

Ticket Transactions

By making a request to carry out a Ticket transaction via the Service, you agree to provide accurate and complete information regarding your transaction at all times, and you authorise us to collect and process such information as is required in order to complete the transaction.

All Ticket purchases must be made using a valid PayPal debit or credit Account, and all Ticket transactions processed via the Service are subject to confirmation from PayPal that payment has been processed. We also reserve the right to carry out further checks and/or request further information in order to deter fraud. Your transaction may be cancelled if it has not passed our verification process or if payment is not received in full by the Ticket seller.

Transactions processed via the Service are covered by PayPal’s Buyer Protection Policy. For more details about this policy, please see https://www.paypal.com/uk/smarthelp/article/what-is-paypal-buyer-protection-and-how-am-i-covered-faq645 and www.paypal.com/ee/webapps/mpp/ua/useragreement-full#r013 . All PayPal transactions are also subject to PayPal’s Privacy Statement. Please see www.paypal.com/en/webapps/mpp/ua/privacy-full#1 .

Buying Tickets

Users wishing to purchase Tickets (each a “Buyer”) may make purchases via the Service following creation of a login and personal profile for the Service, subject to payment of a non-refundable transaction fee equal to 10% of the price for which the relevant Tickets are offered for sale, inclusive of VAT. As the Buyer you will also be responsible for the purchase price of the Ticket, together with any costs incurred by the Seller in complying with the agreed form of delivery (excluding e-Tickets).

Whilst we make reasonable efforts to verify the information contained in Ticket listings, it is the Buyer’s responsibility to ensure that the posted details correspond with the Event the Buyer is interested in attending. Buyers intending to purchase Tickets should also make reasonable efforts to verify the legitimacy of the offer, including checking locations and venue details, dates and times of events and the face value of the Ticket being offered for sale.

Users should note that Tickets sold via this Service are subject to any other terms, conditions or rules applicable to the relevant Event, including any Event policies concerning cancellation and/or Ticket refunds. Please check the venue or the promoter's website or any site advertising the Event before committing to buy a Ticket. Most will have clear statements of any applicable policies, (such as age restrictions) on their websites.

Following purchase, an email notification confirming payment will be generated and sent to the User’s email address. E-Tickets will also be downloadable immediately via the Buyer’s personal profile. Following completion of the transaction, the Buyer shall have no right of withdrawal or refund.

It is the Buyer’s responsibility to inform us promptly in the event of non-receipt of a confirmation email, as only you may be aware of any problems that occur during the purchase process. We will have no responsibility for any costs or any other liability to you in the event of your failure to do so.

In the event of non-receipt of Tickets purchased via the Service by the agreed delivery date, the Buyer must promptly notify the Seller in writing. In the event that the relevant Tickets do not arrive within 7 days of the date of purchase, the Buyer may raise a dispute via PayPal’s Resolution Centre and, if the problem is not resolved, cancel the transaction and claim a refund from the Seller via PayPal’s Buyer Protection Policy.

Following purchase the Buyer is solely responsible for verifying the dates of the Event and/or whether the Event is subject to change, postponement or cancellation. We will not be liable for any loss or payment of compensation incurred by a Buyer by reason of their inability to make use of the Tickets for any reason save in circumstances where we are solely responsible for the error.

Event Cancellation or Postponement. If you become aware that the Event you have purchased a Ticket for is cancelled or postponed, you should notify the Seller and promptly comply with all reasonable instructions of the Seller (including, without limitation, returning the original Ticket(s) to the seller), in order to receive either a refund of the amount you paid for the ticket(s) or replacement tickets for the new Event date, should either option be made available to you by the Seller. Please note that these remedies are not guaranteed and we shall not be liable to you in any way in the event that a refund or replacement tickets are not offered.

Where a refund is provided by a Seller, this will not include the transaction fee, any delivery fees and any booking fees included in the original purchase price of the ticket which cannot be recovered by the Seller. You will not be entitled to claim any other costs from the Seller or from us, including for the avoidance of doubt travel expenses, accommodation or loss of earnings.

Buyer’s Guarantee. Without limiting our rights as set out in these Terms, in the event that you have validly purchased and paid for a Ticket via the Service, and the Ticket is not as described in the listing posted by the Seller, and your transaction is not covered by PayPal’s Buyer Protection Policy or your credit card provider’s cardholder protection policy, we will use all reasonable endeavours to ensure that you are refunded or reimbursed for the amount you paid for the Ticket (less the deductions referred to above), PROVIDED that (i) we will be entitled to use our reasonable judgement when facilitating such refund/reimbursement, and (ii) you have first sought resolution through, and complied fully with, PayPal’s Online Dispute Resolution Process (see https://www.paypal.com/ee/webapps/mpp/ua/useragreement-full#r014 ).

Selling Tickets

Users can offer Tickets for sale (each a “Seller”) by uploading Ticket data via their personal profile, subject to creating a login and personal profile for the Service. There is no charge to Sellers for uploading Tickets and making them available for sale.

The following conditions apply to the sale of Tickets via the Service:

  • you can only offer a Ticket for sale up to the face value (meaning the price stated on the Ticket); plus
  • the booking fee incurred when you purchased the Ticket; plus
  • the actual cost of any agreed delivery method applied at the point of sale.

Sellers are not permitted to charge any additional costs or fees whatsoever.

Ticket listings should always contain the following information:

  • the name and location of the Event;
  • sufficient information to enable the Buyer to ascertain the type of Ticket being purchased;
  • the original Ticket booking reference;
  • information on any restrictions which may apply to the Ticket, especially those relating to re-sale or cancellation of an Event;
  • a hyperlink to the Event’s terms and conditions.

On uploading and making a Ticket available for sale via the Service, the User warrants:

  • the Ticket is valid for the Event described;
  • the Ticket matches the description given;
  • the Ticket has been legally acquired by the Seller;
  • the Ticket can be legitimately sole via the Service;
  • is not subject to any terms prohibiting re-sale;
  • does not require proof of ID (save for age verification), and is not personalised in any way;
  • the Ticket is in the Seller’s possession, and will remain so until completion of the sale;
  • if the Ticket has been made available for sale on any other resale platforms, the Seller will immediately withdraw such Ticket from the Service in the event they are actually sold via another resale platform;
  • if the Seller becomes entitled to a refund or any other form of compensation by reason of the cancellation, curtailment or postponement of an Event for which it has sold Tickets, it will ensure that the Buyer receives the full benefit of such compensation.

By listing a Ticket, the User is making an offer to sell that Ticket to the first User who commits to buying the Ticket at the offered price. Following acceptance the Seller will then be bound to sell the Ticket and cannot withdraw from the sale. Your sale will be confirmed via email once we are in receipt of confirmation that full payment has been made by the Buyer.

We do not guarantee that listed Tickets will be sold and we do not offer compensation for unsold Tickets. However, Users are permitted to remove Tickets from sale at any time.

The Buyer will authorise payment to the Seller via PayPal at the point the transaction is completed. Following completion of a Ticket transaction, the Seller must then make arrangements to transfer the Ticket(s) to the Buyer by a method offered by the Seller within 7 days of purchase. You agree to act reasonably and in good faith regarding the delivery of Tickets, taking into account the proximity of the Event and these Terms. If you do not comply with these delivery requirements, the Buyer will be entitled to open a dispute via PayPal’s Resolution Centre. If you do not address the dispute within the timelines provided under PayPal’s Dispute Resolution Process, the Buyer will be entitled to cancel the transaction, and in such circumstances you will be responsible for refunding the Buyer the full purchase price of the Ticket.

We also reserve the right to void any Ticket sale, remove a Ticket listing or any content uploaded via the Service in the event that:

  • you breach any of these Terms;
  • we are unable to verify Ticket information you have provided via the Service;
  • we determine that you have supplies false or inaccurate information via the Service;
  • we have concerns as to your desire or ability to complete Ticket sales based on previous conduct.

Event Cancellation or Postponement. If the Event for which you have sold Tickets is cancelled or postponed, you must inform us and the Buyer immediately. If you are entitled to a full or partial refund, you must reimburse the Buyer within 7 days of receipt of such refund for the purchase price of the Ticket, less the transaction fee, any delivery fees and any booking fees included in the original purchase price of the Ticket paid by you at the point of purchase.

If the Event is postponed, you must agree with the Buyer arrangements for the transfer of the replacement date Ticket (including, if required, return of the original Ticket), with the reasonably delivery costs being met by the Buyer.

Seller’s Guarantee. Without limiting our rights as set out in these Terms, we undertake that, provided you have validly listed and sold a Ticket via the Service, the sale will not be confirmed until we have received notification from PayPal that the Buyer has made payment in full.

Dispute Resolution

It is a condition of the User’s continued access to the Service that he or she will at all times comply with any requests from us for information or clarification in relation to your listing or sale of Tickets via the Service.

In the event that you wish to make a complaint or raise a dispute, or another User makes a complaint of raises a dispute concerning a Ticket transaction, the following terms apply:

  • you must initiate all complaints via PayPal’s Dispute Resolution Centre, or alert us in the event a User directs a complaint directly to you outside the Service;
  • you must return the purchased Tickets (or stubs in the case of physical Tickets) to us pending resolution of the dispute;
  • you must use all reasonable efforts to resolve promptly the dispute, either via PayPal or directly with the Seller or the Buyer (as the case may be).

Without prejudice to the above, in the event you are unable to gain access to an Event which you have validly purchased through the Service, you must raise this directly with the venue and request written confirmation that you have been denied access to the Event.

Third Party Websites and Services

The Service may feature links to third party websites, advertisers, services, special offers or other events or activities that are not owned or controlled by us. We do not endorse or assume any responsibility for any such sites, or information materials, products or services offered by them. You will need to make your own independent judgement about whether to use any such independent sites, including whether to buy any products or services offered by them, and if you choose to do so it will be at your own risk.

Getting in Touch

We value receiving feedback from our Users, and are always interested in learning about ways we can make Fanticks better.

If you want to suggest improvements to the Service, or you wish contact us for any other reason, please email our customer service team at customerservices@fanticks.com. If we have to contact you we will do so by email or by SMS, using the contact details you have provided to us on registration.

If you choose to submit comments, ideas or feedback, you agree that we are free to use them without any restriction or compensation to you.

Updates

From time to time we may automatically update the Service to improve performance, enhance functionality, reflect changes to the operating system or address security issues. We may also update these Terms from time to time. Any updates to these Terms will be notified to Users by way of a message on the Site or via email.

Intellectual Property Rights

All intellectual property rights in the Service, including trade marks, branding and logos, and the contents, selection and arrangement of all of the material which is available on this Site belongs to us, and the rights in the Service are licensed (not sold) to you. You have no intellectual property rights in, or to, the Service other than the right to use them in accordance with these terms. No material from this Site may be commercially exploited in any way without our prior written permission.

Our Liability

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors or for fraud or fraudulent misrepresentation.

We do not accept liability for a User’s failure to adhere to the terms of a Ticket transaction. We are not a party to the agreement or arrangements between Users relating to the purchase or sale of ticket(s) using our service, and we cannot guarantee that Users will complete or fulfil any transaction. When Tickets are bought and sold using the Service, the contract is directly between the Buyer and the Seller of those ticket(s). In such circumstances, our liability will be limited in all circumstances to the provisions of the Buyer’s Guarantee or the Seller’s Guarantee (as may be applicable).

When we are liable for damage to your property. If defective digital content that we have supplied damages a device or digital content belonging to you, we will either repair the damage or pay you compensation. However, we will not be liable for damage that you could have avoided by following the instructions or advice set out in these Terms.

We are not liable for business losses. Use of the Service for any commercial, business or resale purpose is a breach of these Terms. We will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

Limitations to the Service. Although we make reasonable efforts to update the information provided through the Service, we make no representations, warranties or guarantees, whether express or implied, that such information is accurate, complete or up to date.

We are not responsible for events outside our control. If our provision of the Service or support for the Service is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays or losses caused by the event.

Terminating this Licence

You may terminate this licence and close your Fanticks account at any time by writing to us and permanently removing the Service from your devices and any files or attachments uploaded with it. Within a reasonable time thereafter, all your information will be deleted from our servers and it will not be available to other Users.

We may terminate this licence and your rights to use the Service at any time for any reason by notice in writing via email.

If we end your rights to use the Service you must stop all activities authorised by these Terms, including your use of the Service.

We also reserve the right to notify the appropriate law enforcement agencies or the police in the event of any breach of our Fair Use Policy which amounts to an illegal act.

Our Rights and Remedies

In the event that you breach any terms or the spirit of this User Agreement, without limiting our other rights in law we reserve the right, in our discretion and without notice or liability to you, to:

  • disable your account;
  • remove content, information or listings provided by you;
  • cancel or reverse any Ticket transaction; and/or
  • put in place technical and/or legal steps to prevent you from using our service.

We also reserve the right to disclose, in accordance with our Privacy Policy, personal information to PayPal and its affiliates and subsidiaries to prevent, detect, mitigate, and investigate potentially illegal acts, fraud and/or security breaches, and to assess and manage risk, including to alert Users if fraudulent activities have been detected involving the Service.

You hereby indemnify us from any actual or threatened claims, damages or losses howsoever arising by reason of your failure to comply with these Terms, including without limitation the use of our Service for malicious or fraudulent purposes; failure to complete a Ticket transaction without good reason; a breach of the seller warranties; or the posting or inaccurate or incomplete Event data.

No Rights of Third Parties

This agreement does not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement.

Changes to these Terms

We may need to change these terms to reflect changes in the law or to reflect additional features which we introduce in the future. Any changes to these terms will be notified via our Site and will come into effect the next time you log on. Your continued use of the Service will be treated as your acceptance of the revised terms.

Law and Jurisdiction

These terms are governed by the laws of England and Wales and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.