TERMS AND CONDITIONS

 

REFUND POLICY

In line with the majority of venues in the UK, tickets at The Factory Live are non-refundable and non-exchangeable for other shows unless an event is cancelled or rescheduled.

Event Cancellation/Rescheduling

The Factory Live will do its utmost to avoid the cancellation of events where possible. In the unlikely circimstance an event is cancelled, customers are entitled to a refund of the full face value of the ticket, plus booking fee. Any additional fees/charges, such as a transaction fee, will not be refunded.

In the event of a rescheduling, customer's tickets will be automatically transferred and will remain valid for the new date. If a customer cannot make this new date, they are entitled to a refund, and should email us at info@thefactorylive.co.uk with details including:

  • Event Name

  • Full Name used for Booking

  • Method of Booking (with website name if applicable)

  • Booking Reference Number

Ticket Protection

When purchasing tickets to an event through our primary ticketing platform, FIXR, customers have the option to add Ticket Protection at the time of purchase.

Ticket Protection is an optional service and is separate from the ticket itself. It may provide cover for certain circumstances in which a customer is unable to attend an event.

Any claim under Ticket Protection is subject to the terms, conditions, exclusions and eligibility requirements of Fixr, the Purchase Protection provider.

The Factory Live does not make decisions on Ticket Protection claims and customers wishing to make a claim should follow the claims process provided by Fixr.

Ticket Protection is not currently available when purchasing tickets from The Factory Live Box Office directly, either over the phone or in person.

The Factory Live also uses secondary ticketing sites, including Skiddle, Dice, See Tickets and Gigantic. These sites may or may not offer ticket protection and have their own respective policies.

Changes to Events

The Factory Live reserves the right to make reasonable changes to event arrangements, including changes to the running order, supporting artists, timings, capacity arrangements or other event details.

A change to an advertised artist or supporting act does not automatically entitle a ticket holder to a refund unless the change constitutes a cancellation or a material change giving rise to a legal right to a refund.

Non-Attendance

Failure to attend an event does not entitle the ticket holder to a refund.
This includes circumstances where a customer:

  • Changes their mind

  • Purchases a ticket in error

  • Is unable to attend due to personal circumstances

  • Arrives late or misses the event

  • Has travel or transport difficulties

  • Is refused entry because they do not comply with Factory Live’s entry requirements.

Customers who cannot attend should consider whether their online ticket has Ticket Protection, if purchased, and whether their circumstances are covered by that protection.

Duplicate/Incorrect Purchases

Customers are responsible for checking their order before completing their purchase, including the event, date, number of tickets and ticket type.

Accidental duplicate purchases or purchases made in error are not normally refundable.

The Factory Live may, at it's discretion, assist with genuine booking errors where this is possible, but there is no obligation to do so.

Refund Requests

Should a customer wish to request a refund, they should email info@thefactorylive.co.uk with the following details, as stated previously:

  • Event Name

  • Full Name used for Booking

  • Method of Booking (with website name if applicable)

  • Booking Reference Number

  • Details of the Reason for Request

Refunds, where approved, will normally be made to the original payment method used to purchase the tickets.