Terms and Conditions of Sale

XperienceTickets is a trading name of SeatLive Ticketing Services Limited (“SeatLive”, “we”, “us”, “our”), a company registered in England and Wales.

These terms apply to every order you place with us for a personalised souvenir ticket (“souvenir ticket”), whether you order at a self-service kiosk, at a staffed payment terminal, or online through a link supplied by a venue, ticketing partner or other source.

By approving your personalisation and authorising payment, you agree to these terms and to our Refund and Cancellation Policy, which forms part of them.

These terms are written on the basis that you are buying as a consumer. If you are buying in the course of a business, clause 11.5 also applies to you.

We recommend you keep a copy of these terms and a note of your order reference.

A souvenir ticket is a commemorative keepsake, printed to order and personalised with details you supply.

We are not the event organiser, promoter, producer or venue operator, and we do not sell admission tickets. Any rights you have in relation to an event itself — including admission, cancellation, postponement or refund of the admission price — are against the organiser or the ticket seller you bought your admission from, not against us.

Souvenir tickets are printed on thermal ticket stock. Minor variation in colour, ink density, alignment and trim is normal and is not a defect.

Product images, previews and samples are shown as a guide. The printed item may differ slightly in appearance.

Pre-orders are printed on demand and must be collected in person from the kiosk identified at the time of order, during the collection window shown to you when you order.

Availability depends on venue access, event timing, kiosk service status and printer consumables. We cannot guarantee that a kiosk will be available at any particular time.

You choose the personalisation applied to your souvenir ticket, which may include a name, message, date, seat or event details.

Before you pay, we show you a preview of exactly what will be printed. You must check it carefully — spelling, spacing, capitalisation, punctuation, names, dates and numbers. By continuing to payment you confirm the preview is correct and instruct us to print it.

Our software makes reasonable automated checks for obviously unsupported characters, character mismatch and field-length problems. These checks are an aid only. They do not replace your own check, and we cannot detect or correct an error that you have approved.

Personalisation is limited to the supported character set and field lengths shown at the time of order. Characters outside that set — including some accented characters, non-Latin scripts and emoji — may be rejected, substituted or omitted.

You must not submit personalisation that is unlawful, defamatory, obscene, offensive, discriminatory, threatening or harassing, that impersonates another person, or that infringes anyone else’s rights — including names, trade marks, logos, artwork or other material you do not have permission to use.

You confirm you have the right to use any name, wording or other material you submit. We may refuse to print any personalisation at our discretion. If we refuse after you have paid, we will cancel the order and refund you in full.

You place your order when you approve the preview and authorise payment.

A contract between us comes into existence when we accept your order. At a kiosk or terminal, acceptance takes place when printing begins. For a pre-order, acceptance takes place when we confirm the pre-order to you.

If we cannot accept or fulfil your order — for example because of printer or kiosk failure, unavailable stock, refused personalisation, or an error in the price or description — we will tell you and refund any payment taken in full.

You will be given an order reference. Please keep it: you will need it to collect a pre-order or to raise a query or refund request.

Prices are shown in pounds sterling (GBP) and include VAT where applicable. The price payable is the price displayed to you at the time you approve your order.

We accept payment by [Visa, Mastercard, American Express and supported mobile wallets]. Card payments are processed by our payment provider, FreedomPay, and our acquiring bank. We do not store full card numbers.

Payments made at a kiosk or terminal require the card to be present. Online payments may require additional authentication (3-D Secure) by your card issuer.

Transactions will appear on your card statement as [XPERIENCETICKETS].

We may obtain an authorisation on your card when you place your order and take payment when your souvenir ticket is printed or your pre-order is confirmed.

If a price is obviously incorrect and you could reasonably have recognised it as an error, we may cancel the order and refund you in full.

Souvenir tickets bought at a kiosk or terminal are printed immediately and handed to you at the point of sale.

Pre-orders must be collected in person from the specified kiosk during the stated collection window. You will need your order reference or collection code.

We hold uncollected pre-orders until the end of the stated collection window. See our Refund and Cancellation Policy for what happens if you do not collect.

Where a kiosk is out of service, or the venue restricts access so that collection is not possible, we will refund you in full.

Our Refund and Cancellation Policy sets out your cancellation and refund rights in full and forms part of these terms.

In summary: because every souvenir ticket is clearly personalised, the 14-day cancellation right for distance and off-premises contracts does not apply (regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). You may cancel free of charge at any time before printing, and we operate a goodwill refund policy that goes beyond our legal obligations.

We must supply goods that are of satisfactory quality, fit for purpose and as described. Nothing in these terms affects your legal rights under the Consumer Rights Act 2015, including your short-term right to reject faulty goods.

If your souvenir ticket is misprinted, damaged or does not match the preview you approved, please tell venue staff at the time if you can, or contact us using the details in clause 1.1. Our Refund and Cancellation Policy explains what we will do.

We do not exclude or limit our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for breach of your legal rights in relation to the goods.

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.

Subject to clause 11.1, our total liability to you in connection with any order is limited to the price you paid for the souvenir ticket concerned.

We are not responsible for anything relating to the event itself, including cancellation, postponement, rescheduling, refusal of admission, or the quality or conduct of the event.

If you are buying as a business, we are not liable to you for loss of profit, loss of business, business interruption, loss of goodwill or any indirect or consequential loss.

We process personal data in accordance with the UK GDPR and the Data Protection Act 2018. Our Privacy Policy explains what we collect, why we collect it, and how long we keep it.

We use your personal data to fulfil your order, issue receipts, manage collection, prevent and detect fraud, handle refunds and respond to queries.

We are not responsible for any delay or failure to perform caused by an event outside our reasonable control, including power or network failure, venue closure, industrial action, severe weather, or the cancellation or postponement of an event. If such an event prevents us fulfilling your order, we will refund you in full.

If something has gone wrong, please contact us at support@xperiencetickets.com or +44 (0)20 7631 5576 with your order reference. 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 change these terms from time to time. The version published on xperiencetickets.com at the time you place your order is the version that applies to that order.

We may transfer our rights and obligations under these terms to another organisation. You may not transfer yours without our written agreement.

If any part of these terms is found to be unlawful or unenforceable, the remaining provisions continue in force.

A person who is not a party to this contract has no rights under the Contracts (Rights of Third Parties) Act 1999.

These terms are governed by the law of England and Wales, and you may bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.