Gigantic Terms & Conditions

Following information you are about to read are the terms and conditions of trading for Gigantic Tickets Limited. If you have any questions about our terms and conditions please drop us an email at customerservices@gigantic.com

A Quick Note

Before you read Gigantic's terms and conditions we encourage you to remember that Gigantic do NOT put on or host events and are in no way responsible for changes to the events we sell tickets for be that date, time, location or line-up changes. We are also NOT responsible for the physical delivery of tickets, this is provided by the Royal Mail and DX Secure.

Gigantic are only responsible for selling tickets and providing ticketing solutions to promoters and venues.

Personal Cancellation

Make sure when you book your tickets you can definitely attend the event. Once you have booked your ticket we won't be able to cancel or exchange it. However, if the event is cancelled, or the date is changed after you have booked, we will be more than happy to arrange a face value refund for you.

Please note that this face value refund will NOT include your booking fee. The refund will also NOT include your delivery charge if the tickets have already been posted to you.

Event Cancellation

If an event is cancelled by the organiser or promoter Gigantic can only refund the face value of your tickets. We will do our best to contact you by email, phone or in writing using the details you submitted to us when you booked your ticket to let you know how to return your tickets to us.

Please be aware that it is your responsibility to check that the event is going ahead as advertised. Gigantic cannot always guarantee that we can let you know of event changes, but we do try to do so.

Sending Tickets Back

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 will not be able to refund you. When the tickets arrive we will refund the face value of the tickets via the same method that you used for payment.

Ticket Protection & Charitable Donations

Ticket protection fees and charitable donations are strictly non-refundable.

Date Changes

Sometimes the date for an event that you have booked for may change. If this occurs Gigantic will contact you by email, phone or in writing to let you know if your ticket is still valid or to find out if you wish to claim a face value refund. Please note that the Booking Fee is non-refundable and Delivery Fees are only refunded if the tickets have not been dispatched yet. If there is a rescheduled date, there may be a time frame in which a refund can be claimed. If this applies it will be communicated to you on the email notifying you of the date change.

Event Arrangements

Should an event be postponed or cancelled, Gigantic cannot be held liable for any additional costs you may incur for personal arrangements such as travel, accommodation, subsistence or any other associated service relating to the event.

Line-Up Changes

If the headline artist does not appear at a gig or concert, or if the content of the event has been dramatically changed from the information which has been advertised, Gigantic will refund the face value of the tickets.

Please note that this does not apply to festivals.

Dispatch Issues

If Gigantic cannot send your tickets to you 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 and cannot provide you with replacements.
  • We send the wrong tickets to you (tickets for the wrong event, or the wrong type of tickets) and cannot arrange for correct replacements to be sent to you or to be available for collection from the venue.
  • Any other situation where Gigantic has acted in breach of contract.

Lost & Stolen Tickets

Make sure you keep your tickets safe, they are essentially cold hard cash! If you lose them or they are stolen, we may not be able to replace them.

Notifying Gigantic of Problems

If you have a problem, for example if you haven't received your tickets, please do not leave it until the last minute to get in touch. It is important to contact us during normal office hours (Monday - Friday: 9am - 5.30pm), at least two working days before the event. No refunds will be given for the non-delivery of tickets, where you have failed to inform us at least two working days before the event takes place.

Should your tickets not arrive, we will attempt to arrange alternative means for you to gain entry to the event. Be advised that this may not be possible for tickets that are sent through secure delivery.

Ticket Checking

As soon as you receive your tickets please check that they are correct and exactly what you have ordered. If your tickets are not what you have ordered please let us know immediately by contacting customerservices@gigantic.com

Detail Changes

If you change your address after you have booked your tickets with us you will need to inform us of this ASAP! Gigantic cannot be liable if tickets have already been sent out to your old address. We also like to get in touch with you to let you know important event or booking information so be sure to let us know if you change your mobile number or email address.

Event Admission

Admission to an event is reserved by the promoter and the venue. They may want to conduct security searches (at their reasonable discretion) for safety reasons before allowing you admission to the event. Please be accommodating to such wishes, failing to do so could result in you being refused entry to the show.

Admission Refusal

Gigantic cannot refund tickets for 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*) or declining to be searched.
  • Abusive, threatening, drunken or antisocial behaviour, which includes smoking in a no smoking area.
  • 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 your tickets. It is usually due to the license of the venue hosting the event. Please make sure you read all the information that applies to the event and ticket you want to book, and always carry proof of age if age restrictions apply.

Box Office Collection

If Gigantic (due to circumstances we cannot control) do not have enough time to post your tickets to you, we can make your tickets available for collection at the venue Box Office immediately before the event. We will of course let you know by email, phone or in writing (using the information you provided at the time of booking) to make you aware of this.

Ticket Usage

By ordering tickets with Gigantic you agree the tickets that you buy are for personal use by you and your party only. Purchasing tickets with Gigantic means that you agree that 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 have purchased them for, Gigantic may cancel any and all orders you hold with us without notice.

Ticket Allowance

When booking your tickets you will notice a maximum number of tickets that you are allowed to book. If you order more tickets than the maximum stated, we reserve the right to cancel the order. The maximum ticket allowance applies per person, per card and per household. We implement a maximum ticket allowance in order to give everyone a fairer chance of getting tickets for events.

Delivery Issues

If Gigantic send you your tickets and they are returned to us as "addressee unknown" we reserve the right to cancel your order. This is another example of why it is crucial that you make sure we have your correct and up to date details when you place a ticket order with us.

Ticket Variants

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 only. If this is the case we will make you aware of this.

Payment Issues

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 of all.

Fraud Checks

With fraud unfortunately being a growing concern in our industry, you may be asked to provide us with additional information after your booking so that we can verify your purchase. Please understand that this is for the safety of your ticket purchase and the security of your card information.

Bank Charges

All payment and refund transactions, irrespective of currency, originate from the UK. Gigantic cannot be held liable for any additional charges your bank or credit card provider may apply to your transaction, such charges are completely out of our control.

Data Protection

Gigantic respects 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.

Ticket Protection Terms & Conditions

To view the terms and conditions for ticket protection provided by Ticketplan please click here.

© 2014 Gigantic Tickets Limited. All rights reserved.