Refund and Cancellation Policy

This policy applies to personalised souvenir tickets bought from XperienceTickets, a trading name of SeatLive Ticketing Services Limited.

It applies to purchases made at a self-service kiosk, at a staffed payment terminal, and to online pre-orders placed through xperiencetickets.com or a link supplied by a venue or ticketing partner.

In-person purchases. A souvenir ticket bought at a kiosk or staffed terminal at a venue is an on-premises contract. There is no statutory cooling-off period for these purchases.

Online pre-orders. These are distance contracts, which would normally carry a 14-day right to cancel. However, under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, that right does not apply to goods that are made to the consumer’s specification or are clearly personalised. Every souvenir ticket we produce is personalised to your instructions and printed to order, so the 14-day cancellation right does not apply.

This does not affect your rights if goods are faulty, not as described or not of satisfactory quality. Those rights are set out in section 7 and are protected by the Consumer Rights Act 2015.

You may cancel your order free of charge at any time before printing begins, and we will refund you in full.

To cancel, tell venue staff, use the cancel option on screen if one is displayed, or contact us with your order reference.

Once printing has begun, the order cannot be cancelled under this section, because the souvenir ticket cannot be re-sold or reused.

Pre-orders must be collected in person from the kiosk shown at the time of order, during the stated collection window.

If you do not to collect a pre-order within 48 hours of the scheduled start time of the event we will cancel your order and refund you in full.

If you are unable to collect because the kiosk is out of service, the venue restricts access, or we are otherwise unable to fulfil the order, we will refund you in full — the 24-hour notice in clause 4.2 does not apply.

If the event is cancelled and we have not yet printed or handed over your souvenir ticket, we will refund you in full unless you request not to do so and collect the souvenir ticket from an alternative location.

If the event is postponed or rescheduled, we will where possible transfer your pre-order to the new date. If that is not possible, or you would prefer, we will refund you in full.

We cannot refund admission tickets, travel, accommodation or anything else you bought from a third party. Those claims are against the event organiser or the seller concerned.

Our error. If the printed souvenir ticket does not match the preview you approved, we will reprint it free of charge or refund you in full, whichever you prefer.

Your error. If the printed souvenir ticket matches the preview you approved but the details you supplied were wrong, we are not obliged to refund or replace it. In practice, we will normally offer a full refund on a misspelled souvenir ticket as a goodwill gesture, or a reprint at a reduced price if you would rather have a corrected copy.

Goodwill refunds under clause 6.2 are at our discretion and are offered on the basis of reasonable use. We may decline where a claim appears to be an attempt to obtain free product.

If your souvenir ticket is faulty, damaged on printing, illegible, badly aligned or printed on defective stock, we will reprint it or refund you in full.

Please tell venue staff at the time if you can, so that a reprint can be attempted immediately.

Our kiosks are unattended and cannot always issue a refund at the point of sale. Where a reprint is not possible on the spot, the refund is processed centrally by our team — see section 10.

Please report faults within 30 days of purchase or collection so that you can exercise your short-term right to reject under the Consumer Rights Act 2015. We will still consider later reports.

Where possible, please send a photograph of the item with your request. It usually settles the matter immediately.

Speak to venue staff where they are available, or contact us at support@xperiencetickets.com or +44 (0)20 7631 5576.

We aim to acknowledge refund requests within 2 working days and to reach a decision within 5 working days.

Refunds are made to the original payment card only. We cannot refund to a different card, in cash, or by bank transfer, except where the original card has expired or been cancelled — in which case we will agree an alternative with you.

Refunds are made in the original currency, pounds sterling (GBP), for the full amount paid including VAT. We do not charge an administration or restocking fee.

Once approved, we process the refund within 3–5 working days. Depending on your card issuer, it can take up to a further 10 working days to appear on your statement.

Where an order included more than one item, we may issue a partial refund covering only the affected items.

If a chargeback is raised, we will provide our acquiring bank with the transaction record, the personalisation you approved, and the print and collection log for the order.

If you are unhappy with how we have handled a refund, write to us at support@xperiencetickets.com or at SeatLive Ticketing Services Limited, 10–11 Great Russell Street, London, WC1B 3NH, marking your letter for the attention of Customer Services.

We aim to acknowledge complaints within 2 working days and to resolve them within 14 days.

If we cannot resolve your complaint, you may be able to refer it to an alternative dispute resolution provider.

We may update this policy. The version published on xperiencetickets.com at the time you place your order is the version that applies to that order.