Gigantic terms & conditions
This service is operated by Gigantic Tickets Ltd on behalf of Planet Rock. All orders are subject to Gigantic's terms and 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 a message using our contact form by clicking here
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.
Make sure when you book your tickets you can attend the event. Tickets are for personal use only. Once you have booked your ticket we won't be able to cancel or exchange it. If you are no longer able to attend the event, you may re-sell your ticket for the face value of ticket unless it is prohibited by law or the event organiser. It is your responsibility to check with Gigantic before attempting to resell your tickets. Any re-sale of tickets must incorporate these terms and conditions. For certain events the event organiser may apply restrictions to tickets.
Tickets sold or being offered for sale for commercial gain or profit is strictly prohibited and we reserve the right to cancel such tickets without refund and/or refuse entry to the event.
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. 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
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.
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.
Allocated Seating Changes
Where there are production changes or amendments to the event’s seating plan, it may be necessary for us to move your seats. Provided that the new seats are of equivalent or greater value to the ones allocated at the point of purchase, a refund will not be available under these circumstances.
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.
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. This does not apply to changes of supporting acts or supporting acts not appearing.
Please note that this does not apply to festivals.
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 will 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 four 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 four 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.
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 firstname.lastname@example.org
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.
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 to an event is at all times subject to any terms, conditions or rules of the Promoter and the venue operator. You must also adhere to the Promoter or venue operator’s specific terms of entry and protocols surrounding Covid-19 – this could be, but is not limited to, an obligation to provide negative lateral flow tests or provide vaccination certificates. If you do not comply with any Promoter or venue terms, conditions or rules then the Promoter or venue operator may refuse admission or require you or other ticket holders to leave the venue and you will not be entitled to a refund.
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.
E-Tickets/Print At Home
For some events a ticket that is downloaded and printed will be offered. Each ticket issued will carry a unique barcode that will permit entry of 1 person. Photocopying multiple versions is futile and may result in the entire party being refused entry.
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.
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.
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.
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.
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.
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.
Where you are due a refund; the refund will be made to the original card used for purchase. This will normally show in your account 14-28 working days from the date of the refund being issued. If the card used has expired or you no longer have the account, we must wait for the refund to be rejected by the issuing bank. This will extend the timescale in getting the refund to you. Only when the refund has been rejected, can we then issue the refund to an alternative card. We may ask you for written confirmation that this new card belongs to you and you agree for the refund to be applied to it; failure to provide this confirmation will mean we cannot process a refund to you.
In cases where a refund is due and Gigantic do not hold the ticket funds, or Gigantic wasn’t acting as the payment processor for the event; Gigantic will try and initiate the refund with the promoter directly on your behalf, however; the responsibility and liability for issuing refunds lies with the event promoter/payment processor.
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.
By placing an order you confirm that you understand that you are agreeing to being contacted by Gigantic and the event's organiser with marketing information about tickets for artists and events that may be of interest to you and other related information. If you do not wish to receive this information you will be able to opt out of any future marketing emails via unsubscribe links.
Ticket protection and Refund Plan terms & conditions
For orders placed on or before 31st March 2023; To view the terms and conditions for ticket protection provided by Ticketplan please click here.
For orders placed on or after 1st April 2023; To view the terms and conditions for The Refund Plan please click here.
While we try and ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of ticket(s) you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid, you will receive a full refund.
Acceptance of your order and the completion of the contract between you and us will take place on dispatch to you of the ticket(s) ordered unless we have notified you that we do not accept your order.