Consumer Terms and Conditions

In these terms and conditions "BW" refers to the Bonded Warehouse venue. BW sells tickets on behalf of the organisers, promoters, artists, venues or producers of an event (referred to as a "Promoter") or members of the public on these terms and conditions and subject to any other terms, conditions or rules applicable to that specific event.

  1. Purchasing tickets
    1. Tickets you purchase are for personal use.
    2. In addition to the ticket price your order will require payment of a booking fee per ticket, a transaction fees per order and/or other supplementary fees which may apply to the event.
    3. To prevent fraud and protect BW and you, we may carry out checks and/or you may be asked to provide additional information (such as a copy of a credit or debit card statement) after your booking so we can verify your purchase. If we suspect fraud we may cancel any order or tickets.
    4. You must inform BW of any change of email address, after receipt of the tickets. Our contact details are below. Our only method to contact you is email, so you should take care to provide a current, valid email address and be aware that your email filter settings may treat our emails as spam or direct them to your junk folder.
    5. An order for tickets is not complete until accepted by us. We try to ensure all prices are accurate but errors may occur. If we discover an error in the price of tickets you have ordered we will inform you as soon as possible and we may either cancel the order (in which case you will be refunded the ticket price and any booking, transaction or supplementary fees you have paid) or give you the option of confirming your order at the correct price.
    6. On rare occasions the show or event may be filmed or recorded. Buying a ticket affirms your consent to the filming and sound recording of yourself as a member of the audience. If you have any objection, should this happen when you attend a show or event, please contact the member of staff in charge.
    7. It is the responsibility of the customer to ensure tickets in their possession are for the correct date and time; please check your tickets carefully as mistakes cannot be rectified at or after the event. Customers attempting to use tickets for an incorrect date or time will not be admitted.
  2. Delivery
    1. Tickets are despatched to you electronically via email.
    2. Always check your tickets upon receipt and advise us promptly of any errors. Mistakes when ordering cannot always be corrected and any corrections are discretionary.
  3. Refunds
    1. Tickets cannot be exchanged or refunded once purchased other than for cancellation or postponement of an event.
    2. No duplicate tickets will be issued to replace tickets that have been lost or stolen after they have been emailed to you, and nor will such tickets be refunded.
    3. BW reserves the right not to accept tickets for re-sale, however tickets may be may be transferred or re-sold by the original purchaser at their own risk.
    4. BW accepts no responsibility or liability for this process or any re-sold tickets.
    5. BW requires tickets being re-sold to be priced at original face value.
    6. If a ticket is re-sold or transferred for profit or commercial gain by anyone other than BW, it may be voided and the holder and original purchaser may be refused entry to, required to exit from and / or banned / excluded from BW.
    7. Should the event be cancelled or postponed, any refund will be issued back onto the card the tickets were originally purchased on.
  4. Cancellation, change or postponement of an event
    1. Decisions to change or cancel events are the responsibility of BW and/or the Promotor and we will try to inform you of any change or cancellation of any event. Nor BW and/or the Promotor can be held responsible for refunds or for any resulting costs you may incur for travel, accommodation, any other related goods or service or other compensation.
    2. You should always check that an event is going ahead at the scheduled date, time and venue.
    3. If BW and/or the Promotor cancels an event or makes significant changes to the venue, date, show time or (concerts only) headline act and confirms this to BW, BW will try to inform you. This will be via email.
    4. If an event is rescheduled, changed or moved, BW and/or the Promotor will give you the option of either retaining or exchanging your tickets for the new date/location, or alternatively claiming a refund. If an event is cancelled by BW and/or the Promotor you will be offered a refund.
    5. In the unlikely event of a show stop during a performance all efforts will be made to recommence the performance in original or adjusted format. Please be advised no refunds or compensation will be offered for performances that recommence and continue to conclusion.
  5. Cancellation, change or postponement refunds
    1. In the case of an event you have purchased tickets for has been cancelled or postponed, your refund will automatically be processed back onto the card they were purchased on.
    2. Any refund will be paid, using the same method you used to buy the tickets, within 30 days of the original date of the event.
  6. Attending an event
    1. Admission to an event is at all times subject to any terms, conditions or rules of BW and/or the Promotor. If you breach those terms, conditions or rules then BW and/or the Promotor may refuse admission or require you or other ticket holders to leave the venue.
    2. It is the responsibility of the customer to ensure tickets in their possession are for the correct date and time; please check your tickets carefully as mistakes cannot be rectified after the event. Customers attempting to use tickets for an incorrect date or time will not be admitted.
    3. Amongst other things you will need to comply with health and safety rules and any security requirements (including security searches for the safety of those attending the event). BW or the Promoter will have rights to refuse admission or eject you in certain circumstances and these are likely to include if you are involved with abusive, threatening, drunken or other anti-social behaviour, or carry offensive weapons or illegal or prohibited substances including liquids, or make unauthorised audio, video or photographic recordings. There will often also be rules restricting or preventing the admission of latecomers.
    4. Before you finalise your booking, please read all the information that applies to the event and/or ticket. If you or any member of your party has particular requirements please raise these when booking and we will endeavour to address your query. There can be no guarantee that requirements can be met if notified at the event.
    5. When you receive your tickets check the details carefully. When attending the event, carry proof of age if appropriate.
    6. Specific seats may be allocated to you at the time of booking, but BW and/or the Promotor reserves the right to change these seats to others of equal value.
  7. General
    1. The purchase by you of tickets and these terms and conditions (and any contractual or non-contractual matters arising in relation to these terms and conditions) are governed by English law and any disputes arising out of any transaction between you and BW are subject to the exclusive jurisdiction of the English Courts.

Contact Bonded Warehouse

Still confused? Then please contact Bonded Warehouse on, quoting your name and ticket number you were given at the time of purchasing your tickets, and we'll see what we can do to help.

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