The Big Issue - The Change is in your Pocket

Terms and Conditions

This service is operated by Gigantic Tickets Ltd on behalf of The Big Issue. All orders are subject to Gigantic's terms and conditions.

• Please make sure when you book your tickets you can definitely go to the event, as once you have booked we won't be able to cancel or exchange your tickets. If the event is cancelled, or the date is changed after you have booked, we will however be more than happy to arrange a face value refund for you.
• If an event is cancelled by the organiser or promoter (boo!) Gigantic can only refund the face value of your tickets. (This helps to cover our costs, as the booking fee is the only part of your payment that goes to us). We will do our best to contact you by email, phone or in writing using the details you gave us when you made your booking to let you know to return your tickets to us. Please be aware that it is your responsibility to check if the event is going ahead as advertised (date, time and venue), as Gigantic cannot always guarantee that we can let you know of these changes - of course we do try!
• If you need to send your tickets back to us, please send them by secure mail because if your tickets get lost and don't get to us we won't be able to refund you. We refund the face value of the tickets via the same method that you used for payment.
• Sometimes the event that you have booked for may change date. If it does, your ticket may still be valid - we will let you know either way. Gigantic will contact you by email, phone or in writing (using the details given when you booked) to let you know how to claim a face value refund if you can't make the rearranged event. We can refund tickets until a week before the new event, or 3 days after we let you know (whichever is the later), unless we state otherwise. If we find out an event has changed just before the event (within 1 week), Gigantic will let you know the details and offer you a face value refund if you don't want to attend.
• For gigs and concerts only, if the headline artist does not appear or if the content is dramatically changed from that advertised, Gigantic will refund the face value of the tickets. Please note that this does not apply to festivals.
• If Gigantic cannot send your tickets for any of the reasons below you will be entitled to a full refund, including any booking fee charged...
  We do not receive your tickets from the organisers and cannot arrange for them to be collected.
  We send your tickets to the wrong address (d'oh!) and cannot provide you with replacements.
  We send the wrong tickets to you, eg wrong event, or wrong type of tickets.
  Any other situation where Gigantic has acted in breach of contract.
• Make sure you keep your tickets safe. If you lose them or they are stolen, we may not be able to replace them, sorry!
• If you have a problem, for example if you haven't received your tickets, please don't leave it until the last minute to get in touch. It's important to contact us during normal office hours (9am - 5.30pm), at least two working days before the event.
• As soon as you receive your tickets please check they are correct and as ordered and let us know if not.
• If you move house, change your phone number or email address after you book your tickets please don't forget Gigantic! We want to be able to get your tickets to you and also let you know of any relevant information about your booking. We prefer to contact you by email, so please make sure you provide us with a current and valid email address.
• Admission to an event is reserved by the promoter and venue. They may want to conduct security searches (at their reasonable discretion).
• Gigantic cannot refund anyone who is refused entry, or thrown out of a venue due to any of the following...
  Late arrival. Being or appearing to be underage (see notes below*). Declining to be searched (what are you hiding?!). Abusive, threatening, drunken or antisocial behaviour which includes smoking in a no smoking area, the shame of it. Carrying offensive weapons, illegal substances or making unauthorised audio, video or photographic recordings.
  
  *Where an event or ticket carries an age restriction this will be clearly stated when you book. It's usually due to the venue licence. Please make sure you read all the information that applies to the event and ticket you want to book, and carry proof of age if age restrictions apply. We don't want you to be turned away!
• If Gigantic (due to circumstances we cannot control) don't have enough time to post your tickets to you, we can make your tickets available for collection at the venue immediately before the event. We will of course let you know by email, phone or in writing (again using the info provided at the time of booking).
• By ordering with Gigantic you agree the tickets you buy are for personal use, by you and your party only. You agree the tickets will not be resold at any point. If you do sell or attempt to resell your tickets at a higher price than you paid, Gigantic may cancel any and all orders you hold with us without notice.
• When booking your tickets you will notice a maximum number of tickets you are allowed to book. If you order more tickets than the maximum stated, we reserve the right to cancel the order. The maximum applies per person/card/household. It gives everyone a fairer chance of getting tickets.
• If Gigantic send you your tickets and they are returned to us as "addressee unknown" we reserve the right to cancel your order. Again we stress the importance of making sure we have your correct and up to date details.
• Where we use the term "ticket" or "tickets" in these terms and conditions, during the booking process and in confirmation emails, we refer to the method by which you gain entry to an event, which may not always involve the issuing of a traditional "paper" ticket. For example, you may be issued with a wristband. In addition, some venues now operate a "ticketless" approach where an order is for collection at the venue box office.
• Orders are accepted subject to payment being received from the card issuer. If we are unable to obtain payment, we reserve the right to cancel your order, however we will do our best to contact you and obtain payment by other means first.
• With fraud unfortunately being a growing concern, you may be asked to provide us with additional information after your booking so that we can verify your purchase.
• Gigantic respect your privacy and any communication between you and us will not be shared for marketing or any other purposes without your consent, except where required by law.