Tickets Terms & Conditions

Information for ticket holders

Keele SU Public Events And Third Party Organised Event Tickets 

1. General  

1.1  Keele University Students’ Union (Keele SU) officially sells tickets for all events held at and organised by Keele SU and associated products and/or services on behalf of promoters, producers, teams, performers and venues. We refer to these parties who organise or provide the event and/or from whom we obtain tickets and/or associated products or services to sell to you as our "Third Party Organiser (TPO)". 

1.2   We sell tickets as and when allocated by TPO’s. The quantity of tickets made available for sale by us vary on an event by event basis. Tickets are generally sold through several distribution points, including online, call centres and, in some cases, box offices. All distribution points access the same ticketing system and inventory, therefore tickets for popular events may sell out quickly. Occasionally, additional tickets may be available prior to the event, however, Keele SU does not control this inventory or its availability. 

1.3   For some events, tickets may be sold as part of a "Package" (where a ticket for an event is sold together with concessions, merchandise or other valuable benefits such as exclusive seating arrangements, accommodation, transport, dining or merchandise as an inclusive package at an inclusive price). 

1.4   In these terms and conditions, we refer to any products and/or services offered for sale by us (such as tickets and Packages) as "Items". 

1.5   To purchase Item(s) from us, you must be 18 or over and have a valid credit/debit card issued in your name. 

2.  Contract 

2.1   Any purchase of an item from us is subject to: (i) these terms and conditions; (ii) any special terms and conditions which may be displayed on our website; and (iii) the terms and conditions of the TPO and/or event, which can be found on their respective websites or at the venue. Venue terms and conditions may also be available at the venue box office. 

2.2   Your contract for purchase of an Item starts once we have confirmed your purchase and ends immediately after the completion of the event for which you have purchased the Item. All purchases are subject to payment card verification and other security checks and your transaction may be cancelled if it has not passed our verification process. 

2.3   You agree not to obtain or attempt to obtain any Items through unauthorised use of any robot, spider or other automated device or any other illegal or unauthorised activity. We reserve the right to cancel any transaction which we reasonably suspect to have been made in breach of these provisions without any notice to you and any and all Items purchased as part of such transaction will be void. 

2.4   We reserve the right to cancel bookings which we reasonably suspect to have been made fraudulently. 

3.  Prices And Fees 

3.1   Purchases from us may be subject to a per Item non-refundable service charge/booking fee and a non-refundable per order delivery fee. 

3.2   Whilst we try to ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of any Item you have ordered, we will inform you as soon as possible and give you the option of reconfirming your order at the correct price (and credit or debit your account as applicable) or cancelling your order. If we are unable to contact you, you agree that we may treat the order as cancelled. If you choose to cancel after you have already paid the incorrect price, you will receive a full refund from us. 

4.   Cancellations 

4.1   If you have purchased a ticket or a Package, you are not entitled to cancel your purchase. 

5.  Delivery 

5.1   Keele SU as standard issues e-tickets which are delivered via email. E-tickets are always delivered to the email address registered on the purchasers KeeleSU website. It is the purchaser’s responsibility to ensure they have a current valid email address registered with Keele SU that Keele SU access and that the email address provides to Keele SU is correct. 

5.2   Keele SU cannot be held responsible for e-tickets not received to email addresses. Purchasers should check their SPAM or JUNK email folders as well as their INBOX. It is the purchaser’s responsibility to contact Keele SU if they fail to receive their e-tickets. 

5.3  Your e-ticket is stored in your Keele SU account which is accessible online. To view all of your transactions go to this shows all tickets purchased online and from the KeeleSU Box OfKeele SUd allows you to resend your tickets to your email linked to your account. 

5.4  In some instances TPO’s will provide physical tickets which can be collected or posted to purchasers. 

5.5  We aim to dispatch tickets as soon as possible. We are not able to specify the exact dates of dispatch, as the arrangements for dispatch depend on when we are in possession of the ticket stock used for a particular event. For some events, we receive ticket stock from our TPO close to the event date. 

5.6   Please allow as much time as possible for your tickets to arrive. If your tickets have not arrived five days before the event (or, if you are travelling, five days before you leave on your journey), please contact us. Please include your reference number and the name and postcode the booking is made under. 

5.7   We post tickets to the delivery address provided by the purchaser during the checkout process. If the address in your booking does not correspond to that held by your credit card company, we may cancel your tickets. 

5.8   We reserve the right to make tickets available for collection by you at the venue box office. We will notify you by telephone or email of the arrangements for collection (using the details provided by you at the time of ordering) if this becomes necessary. You may be required to provide your booking confirmation email and your photo ID to collect tickets. 

5.9   Keele SU accepts no responsibility for the delivery or quality of the products and/or services included in a Package. Any and all products and/or services included in a Package are provided and fulfilled by our TPO’s, who are responsible for the delivery and the quality of such products and/or services. If you have any queries or complaints regarding the non-ticket element of the Package, please contact the relevant TPO directly. For contact details, please refer to the disclaimer on our website or to the booking confirmation email. 

5.10   Keele SU accepts no responsibility for the delivery of tickets/items once they leave KeeleSUKeele SUSU utilisKeele SUd party delivery agents (e.g. Royal Mail) to deliver items. Failure to receive tickets should be taken up with the third party delivery agent which was used to deliver the items. 

6.  Tickets 

6.1  For each event please fully read the event and ticket description as each ticket option indicates what the ticket is for. If you buy a ticket with a time restriction on, 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. 

6.2   Any ticket you purchase from us remains the property of the TPO and is a personal revocable license which may be withdrawn and admission refused at any time.  

6.3   Policies set by our TPO’s, may prohibit us from issuing replacement tickets for any lost, stolen, damaged or destroyed tickets. For example for non-seated events, allowing a possibility of both the original and replacement tickets being used, may compromise the licensed capacity of the venue. If replacement tickets are being issued, we may charge you a reasonable administration fee. 

6.4   When you receive your tickets, please keep them in a safe place. We will not be responsible for any tickets that are lost or stolen. Please note that direct sunlight or heat can sometimes damage tickets. 

6.5   It is your responsibility to check your tickets; mistakes cannot always be rectified. 

6.6   You have a right only to a seat of a value corresponding to that stated on your ticket. We, the venue or TPO reserve the right to provide alternative seats (whether before or during the event) to those initially allocated to you or specified on the tickets. 

6.7  You will be allowed to purchase in advance any tickets that are on sale. However, if you purchase a ticket and are banned from the given venue you will be refused entry and NO refund will be given. Venues reserves the right to refuse entry at any time. 

6.8  You should keep ticket(s) in a safe place as you would money for example. It is your responsibility to keep your tickets safe.  


6.6   When purchasing tickets from Keele SU, you are limited to a specified number of tickets for each event. This number is included on the first purchase page and is verified with every transaction. This policy is in effect to discourage unfair ticket buying practices. Tickets may be restricted to a maximum number per person, per credit card and, for some events, a restriction may apply per household. We reserve the right to cancel tickets purchased in excess of this number without prior notice. 

6.7   Tickets may be sold subject to certain restrictions on entry or use, such as restricted, obstructed or side view or a minimum age for entry. Any such restriction shall be displayed on our website or otherwise notified to you before or at the time you book the tickets. It is your responsibility to ensure that you read all notifications displayed on our website. 

6.8   You may not resell or transfer your tickets if prohibited by law. In addition, TPO’s may prohibit the resale or transfer of tickets for events. Any resale or transfer (or attempted resale or transfer) of a ticket in breach of the applicable law or any restrictions imposed by the TPO’s is grounds for seizure or cancellation of that ticket without refund or other compensation. 

6.9   You may not combine a Ticket with any hospitality, travel or accommodation service and/or any other merchandise, product or service to create a package, unless formal written permission is given by us and the TPO. 

6.10   A ticket shall not be used for advertising, promotions, contests or sweepstakes, unless formal written permission is given by the TPO.  

7.   Event 

7.1   It is your responsibility to ascertain whether an event has been cancelled and the date and time of any rearranged event. If an event is cancelled or rescheduled, we will use reasonable endeavors to notify you of the cancellation once we have received the relevant authorisation from the TPO. We do not guarantee that you will be informed of such cancellation before the date of the event. 

7.2   Please note that advertised start and finish times of events are subject to change. 

7.3   Tickets are sold subject to the TPO’s right to alter or vary the schedule due to events or circumstances beyond its reasonable control without being obliged to refund monies or exchange tickets, unless such change is a material alteration as described in paragraph 8.4, in which case the provisions of this paragraph shall apply. 

8. Refunds 

8.1   Occasionally, events are cancelled, rescheduled or materially altered by the team, performer or TPO for a variety of reasons.  

8.2   Cancellation: If an event is cancelled (and not rescheduled), you will be offered a refund of the sale price of your ticket(s). If an event takes place over several days and one or more day(s) is/are cancelled (but not all the days constituting the event), a partial refund only may be payable corresponding to the day(s) cancelled. 

8.3   Rescheduling: Unless indicated otherwise in relation to a particular event, if an event is rescheduled, you will be offered seats at any rescheduled event (subject to availability) of a value corresponding with your original tickets. If you are unable to attend the rescheduled event, you will be offered a refund of the sale price of your ticket(s). You must inform us within the time specified by us if you are unable to attend the rescheduled event, otherwise we may reconfirm your booking for the rescheduled date and you will not be entitled to claim a refund. 

8.4   Material alteration: If an event is materially altered, you will be offered an option to either reconfirm your order for the altered event or to claim a refund (of the sale price of your ticket(s)) within such time as specified by us. Failure to inform us of your decision may result in your order being reconfirmed for the altered event and you will not be entitled to claim a refund. A 'material alteration' is a change which, in our and the TPO’s reasonable opinion, makes the Event materially different to the Event that purchasers of tickets, taken generally, could reasonably expect. The use of understudies in theatre performances and/or any changes of: (i) any supporting act; (ii) members of a band; and/or (iii) the line-up of any multi-performer event (such as a festival) shall not be a material alteration. 

8.5   To claim your refund, please apply via email to or in writing to: Keele SU Tickets, Keele University Students’ Union, Keele University, Newcastle-under-Lyme. ST5 5BJ (or to such other address as may be notified to you by us). You must enclose your unused physical tickets and comply with any other reasonable instructions from us. For accounting purposes your unused tickets must be received within 28 days from the date of the cancelled event. 

8.6   If you have purchased from us any Item associated with an event which has been cancelled, rescheduled or materially altered (such as car parking or travel) and a refund of a ticket is due to you in accordance with this clause 8, we will also refund you the purchase price of such Item purchased from us, including the per Item service charge but excluding the per order delivery fee. 

8.7   These terms and conditions does not and shall not affect your statutory rights as a consumer. For further information about your statutory rights contact Citizens Advice or the Department for Business Innovation and Skills. 

8.8   We regret that, unless paragraphs 8.2, 8.3 or 8.4 apply, tickets cannot be exchanged or refunded after purchase. 

9.  Liability 

9.1   Personal arrangements including travel, accommodation or hospitality relating to the Event which have been arranged by you are at your own risk. Neither we nor the TPO(s) shall be liable to you for any loss of enjoyment or wasted expenditure. 

9.2   Unless otherwise stated in this clause 9, our and the TPO(s)' liability to you in connection with the event (including, but not limited to, for any cancellation, rescheduling or material change to the schedule of the event) and the Item you have purchased shall be limited to the price paid by you for the Item, including any per item service charge but excluding any per order handling fee. 

9.3   Neither We nor the TPO(s) will be liable for any loss, injury or damage to any person (including you) or property howsoever caused (including by us and/or by the TPO(s)): (a) in any circumstances where there is no breach of a legal duty of care owed by us or the TPO(s); (b) in circumstances where such loss or damage is not a reasonably foreseeable result of any such breach (save for death or personal injury resulting from our negligence); or (c) to the extent that any increase in any loss or damage results from breach by you of any of the terms of these terms and conditions and/or any terms and conditions of the TPO(s) or your negligence. 

9.4   Nothing in these terms and conditions seeks to exclude or limit our or the TPO(s)' liability for death or personal injury caused by our or the TPO(s)' (as relevant) negligence, fraud or other type of liability which cannot by law be excluded or limited. 

10. Admission And Attendance 

10.1  Upon purchasing via your e-tickets will be sent to you via email. They will always send to the email address linked to your Keele SU account. Any physical tickets will have either been posted or be set for collection. (See section 5 above). You will need to keep your ticket(s) to gain access to both the venue and any package included with your purchase. YOU MUST bring your ticket(s) to enter the event. 

10.2  Please bring photographic identification (Passport, Driving Licences, PASS approved Proof of Age Card) to all events, you may be asked to produce this upon entry. You are responsible for checking in advance with the venue what forms of photographic identification they accept 

10.3   The venue reserves the right to refuse admission. The venue may on occasions have to conduct security searches to ensure the safety of the patrons. 

10.4   Every effort to admit latecomers will be made at a suitable break in the event, but admission cannot always be guaranteed. 

10.5   There will be no pass-outs or re-admissions of any kind. 

10.6   The unauthorised use of photographic and recording equipment is prohibited. Any photos, videos and/or recordings may be destroyed or deleted. Laser pens, mobile phones, dogs (except guide dogs) and a patron's own food and drink may also be prohibited (please check with the venue). 

10.7   You and other ticket holders consent to filming and sound recording as members of the audience. 

10.8   Prolonged exposure to noise may damage your hearing. 

10.9   Special effects which may include, without limitation, sound, audiovisual, pyrotechnic effects or lighting effects may be featured at an event. 

11.   Queries And Complaints 

11.1   If you have any queries or complaints regarding your purchase, contact us, quoting your order number given to you at the conclusion of placing the order. 

11.2   Because we sell Items on behalf of TPO’s, we may need to contact them for more information before responding to your complaint. Some complaints can take up to 28 days to resolve, but we will get back to you as soon as possible. 

11.3   If any dispute arises, we shall use our reasonable endeavors to consult or negotiate in good faith, and attempt to reach a just and equitable settlement satisfactory to you, us and the TPO. 

Keele SU Event Tickets Only 

In addition to the above, the following applies to Keele SU Event tickets purchased by Keele Students. 

Buying Tickets

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 on, 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. 

A card transaction fee is applied to the whole contents of your basket - this means you can buy multiple tickets at once with only one transaction fee. This covers fees incurred by Keele SU for processing card transactions. 

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 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 a souvenir 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). 

Attending Events 

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 from the reception desk in the library, the tickets will still remain active on your account.  You can give either your Keele card number or your name when entering the SU or when purchasing tickets via the Box Office.  When entering the SU for an event you will need another form of photographic ID if you do not have your Keele card. 

As standard entry to Keele SU events is 12:30 am. 

Refunds and Transfers 


There are NO refunds on any tickets for Keele SU Entertainments events. Tickets are sold per event. Also, If you fail to use your ticket it cannot be refunded. 


Transfers of tickets will only apply when the face value of the ticket (excluding the booking fee) is over £5*. Transfers can be done via The Hub,  Keele SU  Monday-Friday from 09:00 to 16:00. No transfers will be done after midday on the day of the event. In order to transfer a ticket, both parties must come to The Hub during the specified times with their Keele cards in order for it to be processed.  

* 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. 


Keele SU reserves the right to refuse entry. All persons (Keele students and their guests) must abide by the KeeleSUKeele SU& Search Policy, Code of Conduct, venue regulations and UK licensing Laws. 

More Info Or Contact Keele SU Tickets 

For any assistance with Keele SU tickets contact: 


Refreshers' Passes Terms And Conditons 

1.      Passes are only available to Keele University students (of all years).  

2.      Passes can be purchased from www.Keele with a valid credit/debit card. 

3.      Passes give free entry to the bearer for all Refreshers’ events held in the Students’ Union  

4.     Refreshers’ Passes are a e-pass. No physical pass/ticket/wristband will be issues. Nothing will not be posted out. Your pass is accessible by your Keele Card. 

5.     Priority will be given to Refreshers’ Pass holders for one hour prior to the start of most events. Thereafter, Refreshers’ Pass holders will still be given free entry but may have to join a queue, as any remaining tickets will go on sale to non-Refreshers’ Pass holders. 

6.     It is the responsibility of the Pass holders to get to the Students’ Union within the hour prior to the start of an event to guarantee entry. If, after this hour the event sells out and Pass holders have not been able to guarantee access, they will not be given a refund (full or partial). 

7.    Please note that some events are limited seating events ( Comedy Night and Quiz). Refreshers’ Pass holders will not be guaranteed a seat for these events. They will be admitted on a first come first served basis only. Keele SU will do its best to admit all Refreshers’ Pass holders; however no refunds (full or partial) are available if the Refreshers’ Pass holder does not get a seat on the night of these events. So come down early to guarantee entry! 

8.    The wristband does not replace your Keele card or photo ID. These should always be brought with you when coming to the Students’ Union. 

9.    It is the responsibility of the Pass holder to look after their Pass. It is for the purchasers sole use only and is not transferable.  

10.   The wristband is not proof of purchase and nor does it guarantee entry as we scan Keele cards to ensure a wristband has being purchased. Keele cards must be brought to all events. 

11.   Keele SU reserves the right to refuse entry at any time. All pass holders agree and must follow Keele SU Conduct and Venue Regulations at all times. 

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