Tickets Terms & Conditions

2.1 Your purchase of an Item is governed by these terms, any specific terms posted on the Keele SU website, and the TPO’s terms (available on the TPO's website or at the venue).

2.2 A contract for the purchase of an Item is formed when we confirm your order and the contract ends after the event. All purchases are subject to payment verification, and transactions may be cancelled if verification fails.

2.3 You agree not to use automated devices or unauthorised methods to obtain tickets. We reserve the right to cancel any suspicious transactions, and any tickets purchased through such methods will be void.

2.4 Keele SU reserves the right to cancel bookings that appear to have been made fraudulently.

3.1 Tickets purchased from Keele SU may include a non-refundable service charge per ticket and a non-refundable delivery fee per order.

3.2 While Keele SU strives for accurate pricing, errors may occur. If we identify a pricing error, we will notify you promptly, offering the option to reconfirm the order at the correct price or cancel the order with a full refund.

3.3 Tickets and packages purchased through Keele SU are non-refundable, and cancellations are not permitted unless otherwise stated in these terms.

4.1 Keele SU issues e-tickets as standard, which are sent to the email address associated with your account. It is your responsibility to ensure the email address provided is accurate and up-to-date.

4.2 If you do not receive your e-ticket, check your spam/junk folders. If the ticket is still not found, you should contact Keele SU for assistance.

4.3 E-tickets are stored in your Keele SU account, where you can resend them to your email.

4.4 In some cases, physical tickets may be issued by the TPO, either for collection or via post.

4.5 Keele SU is not responsible for the delivery or quality of items included in a package; these are provided by the TPO. For issues regarding non-ticket items, contact the TPO directly.

4.6 Keele SU uses third-party delivery agents for ticket delivery. Any issues regarding undelivered tickets should be raised with the relevant delivery service.

4.7 Always check the event and ticket details before purchasing, especially if there are time restrictions. Arriving late may invalidate your ticket.

4.8 Tickets are the property of the TPO and are a revocable personal license, which may be withdrawn at any time.

4.9 TPO policies may prevent the issuance of replacement tickets for lost, stolen, or damaged tickets. If replacements are provided, an administration fee may apply.

4.10 Keep your tickets safe; Keele SU is not responsible for lost or stolen tickets.

4.11 Mistakes in ticket details should be reported promptly, as they may not always be rectified.

4.12 You are entitled to a seat corresponding to the value stated on your ticket. We or the TPO may offer an alternative seat without notice.

4.13 If you are banned from the venue, entry will be denied, and no refund will be provided.

4.14 You are responsible for safeguarding your tickets.

4.15 A limit may apply to the number of tickets you can purchase for each event, to prevent unfair ticket-buying practices.

4.16 Tickets may include entry restrictions, such as limited views or age limits. Ensure you read these restrictions before purchasing.

4.17 Reselling or transferring tickets may be prohibited by law or the TPO, and any violation may result in ticket cancellation without a refund.

4.18 You may not combine tickets with any additional services unless explicitly permitted by Keele SU and the TPO.

4.19 Tickets may not be used for promotional purposes without prior written approval from the TPO.

5.1 It is your responsibility to check if an event has been cancelled or rescheduled. Keele SU will notify you if we are informed of changes, but we do not guarantee advance notice of cancellations.

5.2 Event times are subject to change, so always check for updates.

5.3 Tickets are sold subject to changes in the event schedule due to unforeseen circumstances, with no obligation to refund unless there is a material alteration to the event.

5.4 If an event is cancelled, you will receive a full refund for your ticket(s), excluding delivery fees.

5.5 If an event is rescheduled, you will be offered tickets for the rescheduled event or a refund if you cannot attend.

5.6 In the case of a material alteration to an event, you may choose to either attend the altered event or receive a refund. A material alteration is defined as a significant change to the event that alters the original event experience.

5.7 Refunds will be processed within 2-3 business days. If you do not receive a refund within 7 days, contact Keele SU.

5.8 If you purchased additional items related to the event (e.g., parking or travel), and the event is cancelled, those items will also be refunded (excluding delivery fees).

5.9 These terms do not affect your statutory rights as a consumer.

6.1 Any personal arrangements (travel, accommodation, etc.) are at your own risk, and Keele SU is not liable for any resulting loss.

6.2 Keele SU and TPOs' liability for any event-related issues, including cancellations or changes, is limited to the price paid for the ticket (excluding delivery fees).

6.3 Neither Keele SU nor the TPOs are liable for any loss, injury, or damage to persons or property unless caused by our negligence.

6.4 Nothing in these terms limits liability for death, personal injury, or fraud.

7.1 Your e-ticket must be presented for entry to events. Physical tickets must be presented for access as per the conditions outlined in Section 5.

7.2 Photographic ID (e.g., passport, driver’s license) may be required for entry. Check with the venue for acceptable forms of ID.

7.3 The venue reserves the right to refuse admission and may conduct security searches.

7.4 Latecomers may not be admitted until a suitable break, subject to the event.

7.5 Re-admission is not permitted.

7.6 Unauthorised use of recording devices is prohibited. Security may confiscate any equipment.

7.7 Attendees consent to be filmed or recorded as part of the audience.

7.8 Be aware that loud noise levels could affect your hearing.

7.9 Special effects (e.g., pyrotechnics, lighting) may be used during the event.

8.1 If you have questions or complaints, contact Keele SU with your order number.

8.2 Some complaints may take up to 28 days to resolve, especially if we need to consult the TPO.

8.3 We will make reasonable efforts to resolve disputes in a fair and equitable manner.

• For each event, please fully read the description as each ticket option indicates what the ticket is for. If you buy a ticket with a time restriction, e.g., “before 10.30pm”, you must arrive in advance of the specified time or the ticket will be invalid. Make sure you purchase the correct ticket for the event.
• You will be allowed to purchase in advance any tickets that are on sale. However, if you purchase a ticket and are banned, you will be refused entry and NO refund will be given. Please ensure you only purchase tickets for when your ban has expired.
• If you purchase an advanced ticket, you are guaranteed entry as long as you still conform to Keele SU's entry policy, code of conduct, and venue regulations. Keele SU has the right to refuse entry.
• Your ticket is stored in your account which is accessible online and is linked to your Keele card. To view all of your transactions, go to https://keelesu.com/shop/purchasehistory. This shows all tickets purchased online and from the Box Office.
• No physical tickets/wristbands will be issued as proof of purchase. However, there may be instances when certain items are issued as souvenirs and some special events where tickets may be issued. If you purchase a ticket online, you will receive a confirmation email. Also, you can check your purchase history online (see above for details).
• You will need to bring your Keele card to all events. This is the fastest entry method to check for advance tickets. Your Keele card is proof you are a student and as such a member of Keele SU and whether or not you have purchased a ticket.
• If you lose your card, apart from getting a new Keele card, the tickets will still remain active on your account. You can give either your Keele card number or your name when entering the SU. When entering the SU for an event, you will need another form of photographic ID if you do not have your Keele card.
• Last entry to Keele SU events is 12:30 am.
• Keele SU reserves the right to refuse entry. All persons (Keele students and their guests) must abide by Keele SU policies and UK licensing laws.

• Refunds
  • There are NO refunds on any tickets for Keele SU events. Tickets are sold per event. Also, if you fail to use your ticket, it cannot be refunded.
• Transfers
  • Transfers of tickets will only apply when the face value of the ticket (excluding the booking fee) is over £5*. Transfers can be completed by a Request to transfer a ticket - Self-Service Portal (Keele.ac.uk). No transfers will be done after midday on the day of the event.
  • * NB. There will be no transfers available on Freshers’ Week events or passes.
• You will be allowed to purchase in advance any tickets that are on sale. However, if you purchase a ticket and are banned, you will be refused entry and NO refund will be given. Please ensure you only purchase tickets for when your ban has expired.