June 4, 2024 _This ‘last modified’ date of the following terms and conditions relate to BEX services.
1.1 BEX UK Limited (“BEX”, “we”, “us”, “our”) is a company in England and Wales. Our office is at Office One, 1 Coldbath Square, Farringdon, London, EC1R 5HL, United Kingdom.
1.2 We run an online marketplace. You can buy primary tickets, resale tickets, and other items for events. “Ticket(s)” means event tickets we get from Event Partners. “Resale Ticket(s)” means tickets bought from us and resold by the original buyer through our Ticket Exchange.
1.3 This Purchase Policy covers buying Tickets from us. If you want to buy Accessible Tickets, find more information here. Online purchases follow this Purchase Policy and our website Terms of Use.
1.4 This Policy doesn’t cover buying or selling Resale Tickets on our Ticket Exchange. See our Ticket Exchange Policy for that.
1.5 We sell Tickets and related products for event organizers, promoters, venues, artists, and others involved in events (“Event Partner(s)”). We don’t organize or deliver the events.
1.6 We sell Tickets as they are given to us by Event Partners. The number and type of Tickets vary by event.
1.7 We sell Tickets online (desktop, mobile website, and app), through call centers, and sometimes box offices. All our distribution points use the same ticket system and inventory. Popular events may sell out quickly. Sometimes more Tickets become available later. We don’t control Ticket inventory.
1.8 For some events, we sell different types of Tickets, items, and packages, like:
(a) “Platinum Tickets” are high-demand Tickets sold at market prices, which might be higher than the price on the Ticket.
(b) “Upsells” are extra products or services sold with Tickets, like parking or merchandise.
(c) “Collector Tickets” are souvenir/commemorative printed Tickets sold for an extra charge.
(d) “Packages” include a Ticket and other products or services like seating, accommodation, transport, dining, or merchandise.
1.9 “Items” means all products and services we sell, including Tickets, BEX-um Tickets, Collector Tickets, Upsells, and Packages. “Ticket(s)” includes Platinum and Collector Tickets unless stated otherwise.
1.10 Items can’t be exchanged or refunded after purchase, except as set out in this Purchase Policy. If you don’t want your Tickets anymore and can’t get an exchange or refund, try selling them as Resale Tickets on our Ticket Exchange.
1.11 This Purchase Policy does not affect your legal rights. For more about your rights, contact Citizens Advice.
YOUR ACCOUNT
2.1 To set up a BEX account to buy a Ticket, you must:
(a) be at least 18 years old and able to enter legally binding contracts.
(b) follow instructions to create a password-protected account with your correct details (keep these up to date).
2.2 To set up a BEX account to receive a ticket via Ticket Transfer, you must be at least 14 years old, but the contract remains with the original buyer.
2.3 You are responsible for keeping your username and password secure and for all activity on your account. If someone else might know your login details, contact us immediately.
2.4 If you buy for a company, you must have the authority to bind that company to this Purchase Policy.
2.5 See our Privacy Notice and Cookies Policy for how we use and protect your personal data. If we investigate your account or are investigated, you must fully cooperate.
2.6 Don’t create or use multiple accounts to bypass any terms of this Purchase Policy or our Ticket Exchange Policy.
2.7 Don’t use our website, app, or Ticket Exchange for illegal purposes. We must report any criminal activity to authorities.
2.8 We can terminate your account or cancel orders if:
(a) you or someone using your account behaves abusively or threatens us.
(b) we suspect fraud or illegal activity.
(c) we suspect unauthorized use of your account.
(d) a legal or regulatory authority orders us to.
(e) you break any terms of this Purchase Policy or other policies.
2.9 You can close your account by contacting us through our Customer Help Portal. This won’t take effect until after any events for which you have Tickets or Resale Tickets.
2.10 Ending your account or canceling purchases doesn’t affect rights and liabilities up to the date of termination or cancellation.
LEGALLY BINDING CONTRACT
3.1 To buy from us, you must be at least 18 years old and able to enter into contracts. You must also have a BEX account and a valid credit or debit card.
3.2 Any purchase forms a legally binding contract subject to:
(i) this Purchase Policy.
(ii) special terms for Items or events.
(iii) terms of Event Partners and events.
(iv) venue terms.
3.3 By buying from us, you agree to be bound by this Purchase Policy. If you disagree or can’t comply, don’t buy.
3.4 We can change this Purchase Policy. We will post updates on our website. Check it regularly. If you disagree with any updates, don’t buy.
PRICES, PAYMENT, AND PLACING ORDERS
4.1 All prices include VAT and are broken down into:
(a) Item sale price.
(b) Service Charge per Item.
(c) Order Processing Fees per order.
4.2 We try to ensure accurate prices. If there’s an error, we will contact you to confirm or cancel your order. If we can’t reach you, we may cancel and refund your order.
4.3 Ticket prices may stay the same or change based on demand. You won’t get a refund if prices drop after your purchase.
4.4 Items are priced in different currencies. We aren’t responsible for additional charges from your card provider or exchange rate changes.
4.5 We may offer “Missed Event Insurance” from a third party. This isn’t covered by this Purchase Policy.
4.6 We accept Visa, MasterCard, American Express, and BEX gift cards.
4.7 Your purchase contract starts when we confirm your order and ends after the event. For product Upsells, it ends 14 days after delivery.
4.8 If you don’t receive an order confirmation, check your BEX account or contact us. We aren’t responsible if you assume an order was or wasn’t placed without confirmation.
4.9 All purchases are subject to payment verification. We may cancel orders that don’t pass verification or aren’t paid in full.
4.10 Don’t use unauthorized methods to get Items. We may cancel such orders without notice.
4.11 We may request additional information to verify purchases and can cancel orders suspected of fraud.
4.12 Read Item descriptions carefully before buying. We may not fix mistakes.
4.13 Seating maps are for guidance only. Layouts and seat locations may change.
bEX-UM TICKETS
5.1 BEX-um Tickets are priced based on demand, closer to their market value.
5.2 The price of BEX-um Tickets can change anytime based on demand. You pay the price at the time of purchase.
5.3 You won’t get a refund if BEX-um Ticket prices drop after you buy them.
5.4 Printed BEX-um Tickets may not show the Sale Price you paid. You won’t get a refund for this.
DELIVERY
6.1 We aim to send Tickets quickly but can’t specify exact dates. Some tickets come close to the event date.
6.2 Contact us if your Tickets haven’t arrived 5 days before the event (or before you leave for the event).
6.3 Provide a safe delivery address and be available to receive your Tickets. For some deliveries, a signature is needed. We can only send Tickets to the billing address of your payment card.
6.4 For e-delivery, ensure you can download or receive Tickets by email. Check your spam folder.
6.5 If you choose e-delivery and Ticket Transfer isn’t available, all guests must enter the event with you.
6.6 We aren’t liable if delivery fails due to incorrect information or if you don’t download Tickets in time.
6.7 We may require you to collect Tickets from the venue box office. Bring your booking confirmation, photo ID, and the payment card used.
6.8 Check your Tickets immediately after receiving them. Report any issues right away.
6.9 We are responsible only for Ticket delivery. Contact Event Partners for issues with Upsells or non-Ticket parts of Packages.
TICKET TRANSFER
7.1 You can transfer Tickets to friends and family through your BEX account.
7.2 Transfer Tickets only to people you know and trust who are at least 14. To sell Tickets, use the Ticket Exchange.
7.3 Transferring a Ticket doesn’t change the original purchase contract. Terms and conditions still apply.
7.4 Ticket Transfer is for Tickets only, not for Upsells or non-Ticket parts of Packages.
7.5 We can cancel transferred Tickets if we suspect fraud or violation of terms.
7.6 You can cancel a Ticket Transfer invitation before it’s accepted.
7.7 Once a Ticket Transfer is accepted, you can’t use the original Ticket, cancel, or list it for resale. Only the latest Ticket Transfer is valid for entry.
7.8 Only the original purchaser can get a refund if the event is canceled, rescheduled, or altered. The original purchaser must update recipients of transferred Tickets.
7.9 Any liability for a Ticket is only owed to the original purchaser.
RIGHTS AND OBLIGATIONS
8.1 Tickets remain the property of the Event Partner and can be revoked at any time.
8.2 Keep your Tickets safe. We aren’t responsible for lost, stolen, damaged, or destroyed Tickets.
8.3 Lost, stolen, damaged, or destroyed Tickets may not be replaceable, especially for general admission events.
8.4 For allocated seats, you only have a right to seats of similar value as on the Ticket. Alternative seats may be provided.
TICKET RESTRICTIONS
9.1 There’s a limit on the number of Tickets you can buy per event. Orders over the limit may be canceled.
9.2 Tickets may have restrictions like limited views or age limits. Ensure you read all information before buying.
9.3 You can’t buy Tickets as a trader for resale unless permitted by us and the Event Partner. Suspected violations may lead to order cancellation.
9.4 You can’t resell or transfer Tickets if prohibited by law or Event Partners. Violations may lead to ticket cancellation.
9.5 Tickets can’t be used for promotions or packaged with other services without permission.
EVENT TIMINGS AND ADMISSIONS
10.1 Event start times can change. Door opening and closing times don’t indicate event start or end times.
10.2 Event Partners can change event programs without refund unless it’s a material alteration.
10.3 Efforts will be made to admit latecomers during suitable breaks, but admission isn’t guaranteed.
10.4 Venues may conduct security searches and refuse admission for rule breaches.
10.5 Venue terms apply, and some items may be prohibited. Check with the venue.
10.6 Breach of venue terms may lead to ejection.
10.7 Event Partners can refuse admission or remove people for safety reasons without refund.
10.8 No pass-outs or re-admissions without authorization.
10.9 By attending, you agree to being photographed or recorded. These may be used in media or for security.
10.10 Loud music can damage hearing. Wear ear protection.
10.11 Events may feature special effects unsuitable for people with photosensitive epilepsy.
CANCELLATIONS AND ALTERATIONS
11.1 If an event is canceled, rescheduled, or materially altered, we will try to notify you.
11.2 If an event is canceled, you’ll get a refund for Tickets or Packages (excluding Service Charges and Order Processing Fees).
11.3 If an event is rescheduled, Tickets are usually valid for the new date. If you can’t attend, you can get a refund if you notify us by the deadline.
11.4 If an event is materially altered, Tickets are usually valid for the altered event. If you don’t want to attend, you can get a refund if you notify us by the deadline.
11.5 Material alterations include significant changes to the event, not things like weather or supporting acts.
11.6 Follow our instructions to claim refunds for canceled, rescheduled, or altered events.
11.7 Refunds will be made using the same payment method you used.
11.8 If you bought Upsells for a canceled, rescheduled, or altered event, you’ll get a refund unless the Upsell was delivered or is a digital download purchased close to release.
FAN/ATIC GUARANTEE
12.1 Our Fan/atic Guarantee lets you cancel, exchange, or upgrade Tickets with an admin fee, subject to terms and fair use policy.
12.2 The Fan/atic Guarantee applies only to Tickets, not Upsells.
12.3 You can’t use the Fan/atic Guarantee for certain types of Tickets or if you transferred or sold the Ticket.
12.4 Request a change within 24 hours of ordering and at least 14 days before the event.
12.5 Contact us to request a change under the Fan Guarantee.
12.6 We aim to process requests within 5 business days.
12.7 Requests are subject to limitations, including returning original Tickets and Ticket availability.
12.8 Refunds under the Fan/atic Guarantee take up to 14 days and are made to the original payment method.
12.9 You can’t use the Fan/atic Guarantee if we suspect fraud or breach of terms.
RIGHT TO CANCEL
13.1 Tickets and Packages can’t be canceled, exchanged, or refunded after purchase except in certain circumstances.
13.2 Some Upsells can’t be canceled, exchanged, or refunded after purchase.
13.3 For other Upsells, you can cancel within 14 days of delivery or purchase.
13.4 To cancel, inform us clearly, like by post or contacting us online.
13.5 Send your cancellation within the deadline.
13.6 Return the Upsell if received. You must pay for return shipping.
13.7 We will refund payments for canceled Upsells, including delivery costs, within 14 days.
13.8 Refunds are made using the same payment method you used.
INTERPRETATION
14.1 Words like “including” mean examples, not limitations.
14.2 Headings are for reference only and don’t affect interpretation.
14.3 Capitalized terms have specific meanings as set out in this Policy.
WARRANTIES AND INDEMNITIES
15.1 You promise your account information is true and you can enter contracts. You must be at least 18 years old.
15.2 You promise to follow all laws and this Purchase Policy when using our website.
15.3 You indemnify us and our affiliates for any losses or damages from your breach of terms, laws, or third-party rights.
LIMITATION OF LIABILITY
16.1 We and our Event Partners aren’t liable for any loss or damage unless caused by our negligence.
16.2 We and our Event Partners aren’t liable for indirect or consequential losses, loss of enjoyment, or refusal of admission.
16.3 Our and Event Partners’ liability is limited to the price paid for Items.
16.4 We aren’t responsible for internet connection errors.
16.5 We aren’t responsible for actions of Venues, performers, promoters, or Event Partners.
16.6 We aren’t liable for failure to perform due to force majeure events.
16.7 This clause doesn’t limit liability for death or personal injury caused by negligence.
Questions to DISPUTES
17.1 We contact you using your BEX account details. Keep them up to date.
17.2 Contact us through ourHelp Portal for queries or complaints.
17.3 We acknowledge complaints within five business days.
17.4 We may need to contact Event Partners for information.
17.5 We try to resolve disputes by negotiation. Some complaints may take up to 28 days.
17.6 This Policy doesn’t affect your statutory rights.
17.7 We don’t tolerate aggressive behavior towards our staff.
GENERAL
18.1 Delay in enforcing terms doesn’t mean we waive our rights.
18.2 We can assign our rights and obligations.
18.3 Invalid or unenforceable provisions are omitted but don’t affect the rest of the Policy.
18.4 This Policy is governed by English law. Disputes are subject to English courts.
Last updated on June 4, 2024
