Terms and Conditions of Sale

Terms and Conditions of Sale

The Ticket Factory is the official ticketing partner for Coventry UK City of Culture 2021. By purchasing a ticket you are agreeing to the terms and conditions of sale as listed below.

These terms and conditions apply to tickets purchased from this site. These terms and conditions do not and shall not affect your statutory rights as a consumer. For further information about your statutory rights contact Citizens Advice adviceguide.org.uk.

The Ticket Factory is the operator of all ticketing elements of the coventry2021.co.uk site and offers tickets for sale on this site on behalf of promoters, venues or other persons (“Ticket Suppliers”). Any ticket sold on this site is sold by The Ticket Factory on behalf of the Ticket Supplier.  


Purchasing your Ticket

The purchase of tickets on this site is subject to availability and subject to acceptance by The Ticket Factory.

We use our best efforts to ensure that the prices of tickets displayed are correct. It is always possible that, despite our best efforts, some tickets on our site may be incorrectly priced. If we discover an error in the price of a ticket you have ordered we will contact you to inform you of this error. You will have the option of continuing with the purchase at the correct price or cancelling your order. If we are unable to contact you using the contact details provided during the order process, we will treat the order as cancelled and notify you of the cancellation.
For certain events, Ticket Suppliers may apply restrictions to tickets.

Where a restriction applies to the number of tickets that may be purchased (whether per person, per credit card or per household) and tickets are purchased in excess of this number we may cancel the excess tickets.

Certain events may not be appropriate for children and an age restriction will apply. Please note that where age restrictions apply you will need to bring proof of age - we will refuse entry to anyone who is, or appears to be, under the applicable age. If we suspect that your ticket has been purchased fraudulently we may cancel your booking.

Ticket fees applicable to your ticket

Fees may be payable for the purchase of the ticket. Details of all fees payable for your tickets will be clearly set out during the purchase process. Fees may include a fee per ticket and/or a fee per order. For certain venues a renovation levy may also apply.

Receiving your tickets

Your tickets will be posted to the billing address of the debit/credit card holder. For e-tickets, your e-ticket will be sent to the email address registered during the ordering process. We aim to dispatch your tickets as soon as possible however we are not able to specify the exact date of dispatch. If you have not received your tickets 5 days prior to the event, please contact us with details of your booking.

In certain circumstances it may be necessary to collect your tickets from the venue. If you are collecting your tickets from the venue, please bring your acknowledgement of order and the credit/debit card used to make the order with you. When you receive your tickets please carefully check them as mistakes cannot always be rectified. If your tickets are returned to us we may choose to cancel your booking and refund you the ticket price. You will not be refunded the ticket fees.

Reselling your tickets

Tickets are for personal use only. If you are no longer able to attend the event you may re-sell your ticket for the face value of ticket.  Any re-sale of tickets must incorporate these terms and conditions. Tickets sold or being offered for sale for commercial gain or profit is strictly prohibited and we reserve the right to cancel such tickets without refund and/or refuse entry to the event.

Requesting refunds

Tickets cannot be refund or exchanged after purchase (unless the event has been cancelled, postponed or changed: see below).

If you have purchased additional items with your ticket then you can cancel any of these items and may be entitled to a refund. Please note that the following items are non-refundable: drinks packages; lockers for festivals; charitable donations; camping and campervan passes; goodie bags or show shopping bags.

Where you have received the items, please return items in the original condition, unused, in the original packaging, with garment tags and any other security devices still attached to The Ticket Factory, PO Box 3348, Birmingham B40 1NS within 14 days of receipt.

This does not apply to faulty or incorrectly supplied goods or services where your statutory rights are unaffected.

Cancellation, postponement or changes to your event

Occasionally events may be changed, postponed or cancelled. It is your responsibility to check that the event is going ahead as staged.

If, in the reasonable opinion of the Ticket Supplier, material changes have been made to your event, you will be able to obtain a refund of the ticket price including fees. Changes to supporting acts; members of a band; line-up of any multi-performer event or the use of understudies will not be a material change.

If your event is postponed your ticket will be valid for the rescheduled date. If you are unable to attend the rescheduled date you will be able to obtain a refund of the ticket price including fees.

If your event is cancelled, you will be able to obtain a refund of the ticket price including fees.

In order to claim your refund, please apply in writing to The Ticket Factory, PO Box 3348, Birmingham B40 1NS enclosing your unused tickets. Your unused tickets must be received by The Ticket Factory within 14 days of the date of notification of the changes, postponement or cancellation. Refunds will only be processed upon receipt of the original tickets.

At the venue

Please ensure you arrive on time. Whilst every effort will be made to admit latecomers at a suitable break in the event, admission cannot always be guaranteed.

Admission to the venue and the event is subject to the terms, conditions and regulations of the Ticket Supplier and the venue. Amongst other things you will need to comply with health and safety rules and any security requirements. If you have purchased a ticket using a concession you will need to bring proof of identity and concession entitlement to the venue to gain entry.

Defacing your ticket will invalidate the ticket and you will be refused entry to the venue and event. In certain circumstances, the venue may provide you with alternative seats. Any alternative seats will be of an equivalent value. Photography or recording is not permitted. Laser pens, dogs (except guide dogs) and food and drink (not purchased at the venue) may also be prohibited (please check with the venue).

By attending the event, you consent to film and sound recording of the audience. You shall not bring into the venue or display or distribute (whether for free or not) at the event any sponsorship, promotional or marketing materials. You may only leave and re-enter the venue during an event at the discretion of the management of the venue. Otherwise, there will be no re-admission or pass-outs of any kind.

If you are involved with abusive, threatening, drunken or other anti-social behaviour at the event, or are carrying offensive weapons or illegal or prohibited substances you may be refused admission to or ejected from the venue without compensation or refund.

If things go wrong

If there is a problem with your booking or your tickets please contact Customer Services immediately and in any event before the event. If you experience problems during the event please bring this to the immediate attention of the nearest steward as every effort will be made to resolve issues.

If you have experienced problems at the venue which are unrelated to your ticket purchase please contact the venue directly. We endeavour to resolve all complaints in an efficient manner. However if we you are not satisfied with our response, you may contact The Society of Ticket Agents:

PO Box 708
St Leonard's Place
Telephone: 01904 234737 (or +44 1904 234737 if calling from outside the UK)
Email: [email protected] or use their online complaint form

The Ticket Factory's liability to you

Unless set out in these terms and conditions, neither the Ticket Supplier nor The Ticket Factory shall have any further liability beyond the face value of the ticket purchased. Neither the Ticket Supplier nor The Ticket Factory shall be liable for any loss of enjoyment or wasted expenditure. Personal arrangements including travel, subsistence and accommodation relating to the event which have been arranged by you are at your own risk.

Nothing in these terms and conditions seeks to exclude any liability of The Ticket Factory or the Ticket Supplier for death or personal injury caused by its negligence, fraud or other type of liability which cannot by law be excluded or limited.


The Ticket Suppliers may enforce these terms in accordance with the provisions of the Contracts (Rights of Third Parties) Act 1999 (the "Act"). Except as provided above, this agreement does not create any right enforceable by any person who is not a party to it under the Act, but does not affect any right or remedy that a third party has which exists or is available apart from that Act.

These Terms and Conditions shall be governed by and construed in all respects in accordance with English law and the parties agree to submit to the exclusive jurisdiction of the English courts.

Gift Vouchers

1. The Ticket Factory gift vouchers are supplied in £ sterling and can be redeemed against goods or services being offered for sale through The Ticket Factory. The Ticket Factory gift vouchers will be valid for a period of two years from the date printed on the voucher.
2. The Ticket Factory vouchers can be redeemed via 0844 338 8000. When redeeming The Ticket Factory gift vouchers change will be given in The Ticket Factory gift vouchers except where the amount due is £1.00 or less. The Ticket Factory gift vouchers cannot currently be redeemed online.
3. The Ticket Factory gift vouchers cannot be redeemed or exchanged for cash. Vouchers which are defaced, altered or cancelled will not be accepted by The Ticket Factory.
4. The Ticket Factory gift vouchers should be treated like cash. They cannot be replaced if lost or stolen.
5. The Ticket Factory gift vouchers will be sent to the delivery address as specified when the order is taken. Deliveries will be made using Royal Mail services.
6. The Ticket Factory gift vouchers will normally be dispatched within five (5) working days. Where possible we will try to meet all delivery requirements but The Ticket Factory shall not be liable for any loss incurred either directly or indirectly by failure to meet the delivery date and time indicated at the time of the order being placed. Loss in this instance includes but is not limited to, compensation for loss of opportunity, loss of profit, damage to goodwill, charges or other expenses.
7. Risk will pass to the customer upon delivery to the specified address and title will pass to the customer upon receipt of payment in full. The Ticket Factory has no liability for lost, stolen or damaged vouchers once responsibility of ownership has passed to the customer at the time of delivery.
8. Voucher quantities shall be checked immediately upon receipt. Any discrepancies must be notified immediately by telephoning 0844 338 8000. The Ticket Factory cannot be held responsible for shortage or loss of vouchers not notified to us within three (3) days of delivery.
9. Cleared payment is required for dispatch of orders. Payment is taken at the time of purchase. We reserve the right to decline any order without providing explanation.
10. The Ticket Factory will process any requests for refund of The Ticket Factory gift vouchers if notified to The Ticket Factory in writing within seven (7) working days of receipt of the vouchers. The Ticket Factory gift vouchers will only be refunded when they have been received by The Ticket Factory in pristine unused condition.  Refunded gift vouchers will be cancelled immediately and will not be accepted by The Ticket Factory. Refunds will be made to the card used at the time of purchase. Any refunds of goods or services purchased through The Ticket Factory will be made in accordance with The Ticket Factory Terms and Conditions of Sale.
11. We reserve the right to change these terms and conditions at any time.
12. The Ticket Factory gift vouchers are issued by The Ticket Factory, a trading name of The National Exhibition Centre Limited (company number 979395) Registered Office: Birmingham B40 1NT UK.

Ticket Protection

The Ticket Factory Ticket Reimbursement Program is to provide a refund of the amount paid by the Individual Ticket Buyer(s) or Group(s) for their tickets to an Event should they be unable to attend or arrive late at the Event such that they are unable to utilise the Ticket(s) solely as a direct result of:
1.1 Incapacity of the Individual Person(s) through Accident, Bodily Injury or Sickness first commencing prior to the Event.
1.2 Death of the Individual Person(s) or a member of their Immediate Family within thirty days prior to the date of the Event.
1.3 Travel Delay due to either the mechanical failure of or accidental damage to the transport in which the Individual Person(s) are travelling or due to a cause outside of the control of each of the Individual Person(s) that solely and directly prevents the Individual Person(s) continued transit to the Event.
1.4 Travel Delay as described in 1.3 preventing the Individual Person(s) collecting their tickets from either the venue or a designated collection point.
1.5 Travel Delay as described in 1.3 preventing the Fulfilment Company employed being able to achieve the timely delivery of the Individual Peron(s) tickets due to a cause described in 1.7 1.8 or 1.9 below.
1.6 The unavoidable requirement of the Individual Person (s) to perform Jury Service where the Jury Summons was first received by the Individual Person(s) after the date of ticket purchase.
1.7 Strikes, Riots, Civil Commotion, Martial Law.
1.8 Restricted access to the Venue caused by Flood, Fire, Explosion, or through the act of a constituted authority to protect Public Health and Safety.
1.9 Adverse weather, including snow, fog, frost or storm preventing attendance at the Venue.
1.10 The unavoidable requirement for the Individual Person(s) to remain at  home due to serious damage to the Individual Person(s) home or place of business caused by fire, aircraft, explosion, storm, flood, subsidence, earthquake, falling trees, burst pipes, lightning, malicious persons or theft.
1.11 The Individual Person(s) inability to attend an Event which is  Rescheduled after the date of ticket purchase from the Ticket Factory, due solely to a Prior Engagement of the Individual Person(s) such prior engagement to be existing prior to the date of the first announcement of the Rescheduling.
1.12 Cancellation, Abandonment, Postponement or Relocation of the Event which is the sole and direct result of a cause not otherwise excluded which occurs during the period of the Ticket Factory Ticket Reimbursement program and is beyond the control of the Individual Person(s) and the Participant.


Ticket Reimbursement Program Definitions

2.1 Ticket Price means the ticket price, booking fees and service fees and fulfilment costs as evidenced in the internet booking form or confirmation of ticket purchase excluding any charge applicable under the Ticket Factory Ticket Reimbursement Program.
2.2 Valid ticket means the issued ticket for the booked event, or the Ticket Factory internet booking form, or issued documentation which is for admission to the booked event, which are unused and not cancelled by the Ticket Factory.
2.3 Venue means the place(s) as detailed on the individual ticket purchased where the Event is to be held.
2.4 Accident means a sudden, unexpected and unintended, specific event which occurs at an identifiable time and place.
2.5 Bodily Injury means an identifiable physical injury, including illness resulting from such injury, which is caused by an Accident occurring after the ticket was purchased.
2.6 Sickness means an illness which is sufficiently debilitating to prohibit safe movement of the Individual Person concerned and their inability to travel and which did not exist before the ticket was purchased.
2.7 Event means the particular performance for which the ticket was purchased.
2.8 Cancellation or Cancelled means the inability to proceed with the Event prior to commencement which takes place either on the date specified on the ticket or on the Rescheduled date
2.9 Abandonment or Abandoned means the inability to complete more than 50% of the Event once commenced.
2.10 Postponement or Postponed means the unavoidable rescheduling of the Event to another time.
2.11 Relocation or Relocated means the unavoidable removal of the Event to another location.
2.12 Rescheduled or Rescheduling means the Postponement and / or Relocation of the Event to a date after the original date stated on the ticket(s).
2.13 Participant means any party, including without limitation, any act, artist, celebrity, sports or other person(s) billed to appear or perform at the Event or any provider of technical services, who is contracted to perform a function critical to successful fulfilment of the Event.
2.14 Prior Engagement means a pre-existing engagement in respect of which the Individual Person(s) has written proof that such Individual Person(s) has committed to attend prior to the announcement of the date of a Rescheduled Event
2.15 Immediate Family means the mother, father, sister, brother, children, spouse, civil partner or co-habitee (and their children) and civil law partner, grandparent, legal guardians, foster parents provided that such person(s) are subject to Exclusions 4.11 and 4.12 below.
2.16 Individual Person means the invoiced purchaser together with the persons on whose behalf the invoiced purchaser has purchased tickets for the Event from the Ticket Factory.
2.17 Non Appearance means any loss in consequence of the Cancellation or Abandonment of the Event arising directly or indirectly from the death, accident, or illness, or travel delay of the Participant.
2.18 Fulfilment company means a recognised delivery service company contracted by the Ticket Factory to deliver the tickets for an event to their customer.
2.19 Terrorism” means an unlawful act including but not limited to the use of force or violence and / or the threat thereof, by any person(s) acting individually or on behalf of or in connection with any organisation(s) or government(s) committed for political, religious, ideological or similar purposes including the intention to influence any government and / or to put the public or any part thereof in fear.
2.20 National Mourning means Cancellation, Abandonment, Postponement or Relocation of the Event caused by any period of mourning declared by the Government or Monarchy of the country in which the Event is due to take place.
2.21 A Volcanic Ash event is a phenomenon caused by the eruption of a volcano sending an ash cloud into the atmosphere.


Ticket Reimbursement Program Conditions

3.1.1 Any fraud, misstatement or concealment or negligent statement in the information provided in the making of a reimbursement application shall render the application voidable by The Ticket Factory.
3.1.2 The Individual Person(s) shall at all times take all reasonable care and measures to avoid or diminish a loss under this ticket reimbursement program.
3.1.3 If the Loss Payee is other than the Individual Ticket Buyer who purchased the tickets to an Event then any and all refund payments due under the terms and conditions of this ticket reimbursement program shall be made payable to the party(s) as directed by the Individual Ticket Buyer. Payment of such refunds to the Loss Payee(s) shall be a sufficient and complete discharge of all of the obligations to the Individual Ticket Buyer in connection with said reimbursement application(s).
3.2 The Ticket Factory reimbursement program is to be governed by and construed in accordance with the Laws of England whose courts shall have exclusive jurisdiction.


Ticket Reimbursement Program Exclusions

This ticket reimbursement program does not cover any application directly or indirectly arising out of, or contributed to by, or resulting from:

4.1 The Individual Ticket Buyer(s) lack of care, diligence or prudent behaviour.
4.2 The Individual Ticket Buyer(s) failing to observe and comply with the requirements of any law, ordinance, court or regulatory body of whatever jurisdiction.
4.3 Any fraud, misrepresentation or concealment by the Individual Person(s).
4.4 Actual or threatened War, invasion, act of foreign enemies, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection, military or usurped power, confiscation, nationalisation, requisition or destruction of or damage to property by or under order of any government or public or local authority.
4.5 Any financial failure of or financial default by anyone.
4.6 Lack of or inadequate receipts or sales for the Event.
4.7 Variations in the rate of exchange, rate of interest or stability of any currency.
4.8 Loss or damage caused in whole or part by ionising radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel, the radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or nuclear component thereof, nuclear reaction, nuclear radiation or radioactive contamination.
4.9 Seizure or destruction under quarantine or customs regulations, confiscation, nationalisation or requisition or destruction of or damage to property, by or under the order of any government or public or local authority, or the handling of contraband or the engaging in illicit trade or transportation.
4.10 Seepage and/or pollution and/or contamination unless it is discovered after the ticket purchase from the Ticket Factory and is a direct cause of a covered loss.
4.11 Failure of the Individual Person in the event of bodily injury or illness to consult a duly qualified medical practitioner and comply with the medical advice given thus causing a loss in whole or part under this ticket reimbursement program.
4.12 Death, bodily injury or illness of the Individual Person directly or indirectly caused by or resulting from: suicide or intentional self-injury or criminal act committed by the Individual Person, or any condition affecting the Individual Person which existed prior to the ticket purchase from the Ticket Factory.
4.13 Non Appearance of any Participant
4.14 Any loss directly or indirectly caused by or arising out of or contributed to by or resulting from, any influenza variant or communicable disease which prior to or simultaneously with the loss arising, is declared an epidemic or pandemic by the World Heath Organisation and/or Severe Acute Respiratory Syndrome (SARS) and/or Atypical Pneumonia and/or Avian Flu and/or any threat or fear of any of the above (whether actual or perceived).
4.15 The actual or threatened malicious use of pathogenic or poisonous biological or chemical materials regardless of any other cause or event contributing, concurrently or in any other sequence, thereto.
4.16 Any loss of or no play caused by any weather condition which reduces or prevents play at any cricket or tennis outdoor sporting event.
4.17 Any Music Concert where the performing area is not fully and prudently covered with a roof and three sides.


Ticket Program Reimbursement Application Procedure

5.1 that the Individual Person(s) notifies the Ticket Factory or their appointed representative as soon as practically possible and in any circumstances within fourteen (14) days of the incident which leads to a claim being made under the Ticket Reimbursement Program and
5.2 that the Individual Person returns the unused ticket(s) or if not issued, the proof of purchase or original receipt to the Ticket Factory or their appointed representative as soon as practically possible and in any circumstances within fourteen (14) days of the date of the incident notification being acknowledged by the Ticket Factory or their appointed representatives.
5.3 The Individual Person shall, as a matter of urgency using the dedicated e mail address (provided by the Ticket Factory), advise the details of the incident, confirm the facts as soon as possible in writing and take all steps to minimise their loss as directed by the Ticket Factory or their appointed representatives and in any event provide all supporting documentation requested by the Ticket Factory or their appointed representatives within 30 days from the date of their application for reimbursement.

The Ticket Factory appointed representatives for their ticket cover reimbursement program are Hyperion Claims Specialists and to make a reimbursement application from the Ticket Factory please use the following e mail address;

[email protected]

The Ticket Factory Ticket Reimbursement Program is underwritten by syndicate underwriters at Lloyd’s of London.