Terms of Purchase
Version: purchase-2026-10-22-v3
Who you are buying from
Turnout Tickets is operated by TURNOUT LTD, company number 17119513, registered office 35 Grafton Way, London, England, W1T 5DB. Company enquiries: info@turnouttickets.com. Ticket support and complaints: support@turnouttickets.com. The promoter identified in the event's public seller details organises and supplies the event. Turnout acts as the promoter's disclosed ticketing agent to arrange ticket purchases, collect payment and administer tickets and refunds. The event admission contract is with that promoter; Turnout remains responsible for its own ticketing services.
Your order and applicable terms
Check the event, date, venue, ticket tier, quantity, age limits and entry conditions before paying. Your order is confirmed when Turnout confirms acceptance by making valid tickets available or sending a booking confirmation on the promoter's behalf. A payment requiring review does not itself confirm admission. These purchase terms and the lawful event conditions disclosed before purchase apply to your order. Event conditions cannot remove statutory rights or silently override the price or refund entitlement shown at purchase. Later edits do not retrospectively change an accepted order except as required by law or lawfully agreed.
Prices and payment
The displayed buyer price includes mandatory booking fees and any applicable fee VAT. Review the itemised ticket face value, booking fee and total for your chosen quantity before paying. Stripe processes payment using the available checkout methods. The promoter sets the ticket face price; the event's recorded commercial policy determines the booking fee. Promoter settlement is separate from your payment and can be delayed or held for review.
Ticket delivery and security
After successful payment and processing, tickets are available through the confirmation page and by email. Check your email address and spam folder. If payment is taken but tickets are missing, contact support with your order reference rather than purchasing again. Keep ticket links and QR codes secure. Each valid ticket permits one successful admission. Sharing an individual ticket link gives the recipient access to that ticket and does not create another ticket. Do not sell duplicate access, forge codes or misuse ticket-sharing facilities. Turnout does not provide a resale marketplace.
Admission and accessibility
The promoter and venue operate admission, safety and accessibility arrangements. Observe the lawful conditions disclosed before purchase, including age and identification requirements, and allow time for admission checks. Contact the promoter or Turnout before purchase about accessibility or companion-ticket needs; do not assume those tickets or facilities are available without confirmation. Refused admission, disputed scanning and accessibility complaints are assessed on their facts and applicable rights, not resolved by a blanket no-refund rule.
Cancellation, postponement and material changes
The promoter is responsible for delivering the event and providing accurate information. If an event is cancelled or significantly changed, contact support@turnouttickets.com for available remedies. Turnout administers platform refunds and event communications; a request is not confirmation that a refund has succeeded. A date, venue or important advertised feature changing may affect your rights. Not every lineup or timing change necessarily gives the same remedy, and your statutory rights take priority over an organiser's policy.
Refund amounts and processing
Under the launch policy approved ticket refunds return face value; booking fees are retained except where law requires their return. Earlier purchases retain the refund entitlement recorded for them, and checkout shows the applicable rule. Stripe processing costs are not deducted from the purchaser's face-value refund. The standard automated flow excludes scanned tickets, but disputed entry and statutory claims can be reviewed individually. Contact support if you believe a booking fee or another amount must also be refunded. Refunds are normally returned to the original payment method, with bank processing time additional to Turnout's processing. Internal promoter payout or debt arrangements do not remove your legal rights.
Change of mind
Leisure tickets for a specified date generally do not have the usual distance-selling change-of-mind cooling-off right. This does not remove rights where an event is cancelled, materially changed or not provided as agreed. Contact support about mistaken or duplicate purchases; this paragraph does not promise a discretionary refund.
Security checks and service responsibility
Turnout may review payments, restrict ticket access or refer an order for manual investigation where reasonably necessary to address suspected fraud, unauthorised payment or compromised tickets. Contact support to challenge a restriction. Turnout must provide its own services with reasonable care and skill. Nothing excludes liability for fraud, death or personal injury caused by negligence, or other liability that cannot lawfully be excluded, and nothing removes statutory consumer rights.
Privacy, complaints and governing law
See the Privacy notice for personal-information handling. Send complaints to support@turnouttickets.com with your event and order references; do not send card numbers, passwords or authenticator codes. Tell us if you need an accessible contact method. These terms are governed by the law of England and Wales, but mandatory protections and any right to use courts in your home jurisdiction remain unaffected. If a provision cannot lawfully apply, the remaining provisions continue to apply.