1. Introduction

This Refund Policy outlines the terms and conditions under which TGC Leisure ("we", "us", or "our") may provide refunds for tickets purchased through the TicketMe platform (the "Platform"). By purchasing tickets through our Platform, you agree to the terms of this policy.

We encourage all customers to carefully review event details, including dates, times, venues, and age restrictions, before completing a purchase.

2. General Policy

All ticket sales are final. Once a ticket purchase is completed, the transaction cannot be reversed, and no refunds or exchanges will be provided.

This policy applies to all circumstances, including but not limited to:

• Change of mind or personal scheduling conflicts
• Inability to attend due to illness or personal emergencies
• Travel disruptions or transportation issues
• Failure to meet age or ID requirements for entry
• Arriving late or missing the event
• Dissatisfaction with the event or venue

We strongly recommend that customers only purchase tickets when they are certain they can attend the event.

3. Event Cancellation

In the event that an Event Organiser cancels an event entirely, the following refund policy applies:

• Ticket price: The full ticket price (face value) will be refunded to the original payment method.
• Booking fees: Booking fees are non-refundable, as they cover the cost of processing your order and are charged at the time of purchase regardless of whether the event takes place.

We will notify you of any event cancellations via the email address provided at the time of purchase. Refunds for cancelled events will be processed automatically; you do not need to request one.

4. Event Postponement

If an event is postponed or rescheduled to a new date:

• Your ticket remains valid for the new event date. You do not need to take any action; your original ticket will grant you entry to the rescheduled event.
• No refunds are offered for postponed or rescheduled events. We understand this may cause inconvenience, but tickets are issued for a specific event rather than a specific date.

We will notify you of any date changes via the email address provided at the time of purchase, including the new event date and any relevant details.

5. Exceptional Circumstances

While our general policy is that all sales are final, we may consider refund requests in the following exceptional circumstances:

• Duplicate purchases: If you accidentally purchased multiple tickets for the same order due to a technical error on our Platform, we may refund the duplicate transaction.
• Technical errors: If a Platform malfunction resulted in an incorrect charge or order, we will investigate and correct the issue, which may include issuing a refund.
• Fraudulent transactions: If tickets were purchased using your payment method without your authorisation, please contact your bank immediately and notify us so we can investigate.

All exceptional circumstance requests are reviewed on a case-by-case basis, and we reserve the right to deny any request that does not meet the criteria above.

6. How to Request a Refund

If you believe you are entitled to a refund under this policy (for example, due to an event cancellation or exceptional circumstance), please contact us with the following information:

• Your full name as it appears on the ticket
• The email address used for the purchase
• The order confirmation number
• The event name and date
• A brief explanation of your refund request

Please send your request to info@ticket-me.co.uk. We aim to respond to all enquiries within 2 business days.

7. Processing Times

When a refund is approved, please note the following:

• Processing time: Refunds are typically processed within 5-10 business days from the date of approval.
• Payment method: All refunds will be issued to the original payment method used for the purchase.
• Bank processing: Depending on your bank or card issuer, it may take an additional 3-5 business days for the refund to appear in your account after we have processed it.

If you have not received your refund within 15 business days of approval, please contact us with your order details so we can investigate.

8. Contact Information

If you have any questions about this Refund Policy or need assistance with a refund request, please contact us:

This Refund Policy should be read in conjunction with our Terms & Conditions and Privacy Policy.