Terms & Conditions
Terms and Conditions
Our goal at MusicFest Scotland is to make your purchasing experience easy, efficient and equitable, so we can get you on your way to live events as quickly as possible.
We sell event tickets only for our own events.
Tickets allocated for sale by us vary on an event-by-event basis.
MusicFest Scotland sells Tickets from several distribution points, including online (desktop, mobile website and app), and in some cases, box offices. All MusicFest Scotland's distribution points access the same ticketing system and ticket inventory, therefore Tickets for popular events may sell-out quickly. Occasionally, additional Tickets for sold-out events may become available prior to events.
Please note, all seating maps and charts displayed during the purchase process are for guidance only, and reflect the general layout for the venue for particular events. For some events, the layout and specific seat locations may vary without notice.
For some events, we may sell different types of Tickets, items and packages, including:
VIP, these are in-demand Tickets that are offered for sale at market-driven prices, which may be higher than the face value price stated on Ticket. VIP are sold on a ticket-only basis and do not include any additional products or services. Please see clause 4 below for further information on VIP Tickets.
(b) "Upsells": these are products or services that are offered for sale in addition to Tickets at a separate, additional price, such as car parking, merchandise or charity donations. Please see clause 12 below for further information on your rights in relation to Upsell purchases (which may differ from your rights in relation to Ticket purchases).
"Packages": these are packages that are offered for sale at an inclusive price, which include a Ticket and one or more additional products or services, such as exclusive seating arrangements, accommodation, transport, dining or merchandise.
In this Purchase Policy, we refer to any products and services offered for sale by us (including Tickets, VIP Tickets, Upsells and Packages) as "Items". Any reference to "Ticket(s)" includes, VIP Ticket(s) unless expressly stated otherwise.
Please note, Tickets cannot be exchanged or refunded after purchase, save as set out in this Purchase Policy. However, this Purchase Policy does not affect your statutory rights as a consumer. For further information about your statutory rights, please contact Citizens Advice.
In order to make a purchase from MusicFest Scotland, you must be 18 years old or more.
Any purchase from us is subject to: these terms and conditions; any special terms and conditions stated to be applicable to an Event; the terms and conditions of the Event Partner(s) and/or event; and any venue terms and conditions (including conditions of entry).
Your contract for purchase starts once we have confirmed your order, and ends immediately after completion of the event for which you have purchased Item(s). However, if you have purchased an Upsell that is a product (as opposed to a service), your contract for purchase in relation to that product will end 14 days after the date of delivery of the product to you. Please see clause 12 for further details.
All purchases are subject to credit or debit card verification (if applicable), other security checks, and collection of payment by us. Your order may be cancelled if it has not passed our verification process or if payment is not received in full.
It is prohibited to obtain or attempt to obtain any Items through unauthorised use of any robot, spider or other automated device or software, or any other illegal or unauthorised activity. We reserve the right to cancel any order(s) that we reasonably suspect to have been made fraudulently or otherwise in breach of these terms and conditions, without any notice to you, and any and all Items obtained as part of such order(s) will be void.
To prevent fraud and protect MusicFest Scotland, we reserve the right to carry out checks and/or request that additional information be provided in order to verify purchases. We may cancel orders, which we reasonably suspect to have been made fraudulently.
PRICES AND FEES
All prices for Items offered for sale from us are inclusive of VAT and are broken down as follows
Whilst we try to ensure that all advertised prices 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 confirming your order at the correct price (in which case we will credit or debit you as applicable) or cancelling your order (in which case you will receive a full refund). If we are unable to contact you to confirm your order at the correct price, you agree that we may treat the order as cancelled and issue you with a full refund.
4.1 VIP ticketing is MusicFest Scotland's market-based pricing solution, which allows us to give fans access to the most in-demand Tickets for an event, whilst enabling Event Partners to price Tickets closer to their true market value.
The Sale Price of a VIP Ticket at any given time represents its demand-driven market value at that time. Therefore, the Sale Price of VIP Tickets varies, and may increase or decrease at any time.
You pay the Sale Price of VIP Tickets advertised at the time you make your purchase but the price of similar VIP Tickets may increase or decrease before and/or after you have made your purchase. You will not be entitled to a refund or credit if you purchase a VIP Ticket and the Sale Price of similar VIP Tickets subsequently falls.
Please note, due to venue or system limitations, there may be either (i) no price printed on a VIP Ticket, or (ii) a different face value printed on the ticket to the Sale Price you paid. However, you will not be entitled to a refund or credit on the basis that you have paid a higher Sale Price than the face value of the VIP Ticket.
For some deliveries, a signature may be required. Where you have paid by credit or debit card, we can only post Tickets to the billing address of the credit or debit card used to make the purchase. If the address in your order does not correspond to that held by your credit or debit card company, we may cancel your order.
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 several factors, including when we are in possession of the ticket stock used for a particular event. For some events, we receive ticket stock close to the event date.
Please allow as much time as possible for your Tickets to arrive. If your Tickets have not arrived by 5 days before the event (or 5 days before you depart for the event, if earlier), please contact us. Please include your reference number and the name and postcode that the booking is made under.
We reserve the right to make Tickets available for collection by you at the venue box office or at another designated ticket collection point. We will notify you by telephone or email of the arrangements for collection if this becomes necessary. You may be required to provide your booking confirmation email and your photo ID to collect Tickets, as well as the credit or debit card used to make the order.
Please note, if you choose for your tickets to be delivered by "e-delivery" (i.e. mobile Tickets or print-at-home Tickets) and Ticket Transfer functionality (as described below) is not available, then all guests under your booking must enter the Event at the same time as you.
We accept no responsibility for the delivery or quality of any products and/or services sold as an Upsell or the non-Ticket elements of a Package (unless, as applicable, the same are delivered or produced directly by us). Products and/or services sold as an Upsell or included in a Package are provided and fulfilled by the relevant Event Partner, who is responsible for the delivery and the quality of such products and/or services. If you have any queries or complaints regarding any Upsell and/or any non-Ticket element of a Package, please contact the MusicFest Scotland
Any Ticket you purchase from us remains the property of MusicFest Scotland and is a personal revocable licence, which may be withdrawn, and admission refused at any time. If this occurs without any act or omission on your part, you will be refunded for the Ticket which has been withdrawn or for which access was refused (including the relevant Sale Price and Service Charge but excluding any Order Processing Fees).
Tickets for any lost, stolen, damaged or destroyed Tickets (e.g., for general admission events where there is a possibility that both original and any replacement tickets may be used to gain entry, which may compromise the licensed capacity of the venue). If replacement tickets are issued, we may charge you a reasonable administration fee.
When you receive your Tickets, please keep them in a safe place. We will not be responsible for any Tickets that are damaged, lost or stolen. Please note that direct sunlight or heat can sometimes damage physical Tickets. Furthermore, we recommend that you do not post pictures of your Tickets online, unless you have covered the barcode and any other reference numbers on your ticket, as this may allow third parties to counterfeit your Tickets or otherwise compromise the integrity of the Tickets.
It is your responsibility to check your Tickets once they have been delivered; mistakes cannot always be rectified.
Where your Tickets are for allocated seats, you have a right only to seats of a value corresponding to that stated on the Ticket. We or venue reserve the right (whether before or during the event) to provide alternative seats to those initially allocated to you or specified on the Tickets.
When purchasing Tickets from us, 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 order. This policy is in effect to discourage and prevent unfair ticket buying practices. Tickets may be restricted to a maximum number per person, per credit or debit card and, for some events, a restriction may apply per household as well. We reserve the right to cancel any order(s) for Tickets purchased in excess of the relevant limits without notice.
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 restrictions will be displayed 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 and other important information displayed or notified to you as part of the purchase process.
You may not resell or transfer your Tickets if prohibited by law. In addition,
Tickets purchased from MusicFest Scotland may not:
(a) be used for advertising, promotions, contests or sweepstakes (or for other such similar commercial gain); and/or
(b) be combined with any hospitality, travel or accommodation service and/or any other merchandise, product or service to create a package for sale or other distribution,
unless formal written permission is given by us and provided that even if such consent is obtained, use of our trade marks and other intellectual property is subject to the express prior written consent of the owner.
EVENTS - TIMINGS AND ADMISSIONS
Please note that advertised start times of events are subject to change. Also, door opening and closing times stated in relation to an event are not indicative of the event's start or end time (or when an artist is scheduled to play or the length of the artist's performance), all of which remain at the relevant venue and/or artist's discretion and may be subject to change.
Tickets are sold subject to the Event Partner's right to alter or vary the programme of an event 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 clause 9, in which case the provisions of that clause shall apply.
Generally, every effort to admit latecomers will be made at a suitable break in the event, but admission cannot always be guaranteed.
The event venue may conduct security searches of you and other patrons for safety and security purposes and/or may refuse admission to patrons breaching or suspected of breaching any terms and conditions of the event or any Event Partner.
Admission to all events is subject to the terms of admission of the relevant venue, and certain things (e.g. laser pens, mobile phones, dogs (except guide dogs) and patrons own food and drink) may be prohibited. Please check with the venue directly. The unauthorised use of photographic and recording equipment at events is also prohibited. Any unauthorised photos, videos and/or recordings may be destroyed or deleted.
Breach of any of venue terms and conditions or any unacceptable behaviour likely to cause damage, nuisance or injury shall entitle the venue to eject you from the event.
MusicFest Scotland reserve the right to refuse admission to the venue, or to remove any person from the venue for reasons of public safety (including crowd surfing or moshing), any unacceptable behaviour likely to cause damage, nuisance or injury, or for any breach of the terms and conditions.
Unless expressly authorised there will be no pass-outs or re-admissions of any kind.
By attending an event, you and other patrons consent to being filmed and/or recorded and may be featured as members of the audience in any resulting footage or recordings.
Prolonged exposure to loud music or noise may damage your hearing and we advise all patrons at an event to wear adequate ear protection.
Special effects, which may include sound, audio-visual, pyrotechnic effects or lighting effects may be featured at an event, which may not be suitable for those with photosensitive epilepsy, or similar conditions.
. YOUR RIGHTS IN RELATION TO EVENT CANCELLATIONS AND ALTERATIONS
If an event is cancelled, rescheduled or materially altered, we will use reasonable endeavours to notify you once we have received the relevant information and authorisation from Musicfest Scotland (if you book online, we will use your booking contact details). However, we cannot guarantee that you will be informed of such cancellation or alteration before the date of the event. It is your responsibility to ascertain whether an event has been cancelled or altered and the date and time of any rescheduled event.
Cancellation: If an event for which you have purchased Tickets or Packages is cancelled in full (and not rescheduled), you will be offered a refund of the Sale Price of your Tickets or Packages, plus the relevant Service Charges. However, if Tickets have already been dispatched or delivered to you, you will not be entitled to a refund of your Order Processing Fees. If you have purchased Tickets or Packages for an event takes place over several days and one or more days (but not all days) are cancelled, you may only be offered a proportionate partial refund.
Rescheduling: If an event for which you have purchased Tickets or Packages is rescheduled, unless otherwise indicated, you will be offered Tickets or Packages of a value corresponding with your original Tickets or Packages for the rescheduled event, subject to availability. If you are unable to attend the rescheduled event, you will be able to obtain a refund of the Sale Price of your Tickets or Packages plus the relevant Service Charges. However, if Tickets have already been dispatched or delivered to you, you will not be entitled to a refund of your Order Processing Fees. Failure to inform us within any deadline specified by us that you are unable to attend the rescheduled event will be deemed to be a reconfirmation of your order for Tickets for the rescheduled event, and you will not be entitled to claim a refund.
Other material alteration: If an event for which you have purchased Tickets or Packages is "materially altered" (as defined below), other than a rescheduling, you will be offered the option either to reconfirm your order for the altered event or to cancel your order. If you cancel your order, you will be able to obtain a refund of the Sale Price of your Tickets or Packages plus the relevant Service Charges. However, if Tickets have already been dispatched or delivered to you, you will not be entitled to a refund of your Order Processing Fees. Failure to inform us within the deadline specified by us that you wish to cancel your order in these circumstances will be deemed to be a reconfirmation of your order for Tickets or Packages for the altered event, and you will not be entitled to claim a refund. For the purposes of these terms and conditions a "material alteration" is a change that, in our reasonable opinion, makes the Event materially different to the Event that purchasers of Tickets, taken generally, could reasonably expect. In particular, please note that the following are not deemed to be "material alterations": the use of understudies in theatre performances; adverse weather conditions; changes of any supporting act; changes to individual members of a band; changes to the line-up of any multi-performer event (such as a festival); curtailment of the event where the majority of an event is performed in full; and delays to the starting of the performance of an event.
To claim a refund please follow the instructions we provide to you or apply in writing to: MusicFest Scotland (or such other address as notified to you by us). Where applicable, you must enclose or return to us your unused Tickets and comply with any other reasonable instructions from us. For accounting purposes in relation to cancelled events, we must receive your unused Tickets within 28 days from the date of the cancelled event.
Refunds will be made using the same means of payment as you used for the initial purchase.
If you have purchased any Upsells associated with an event which has been cancelled, rescheduled or materially altered and the Upsell is a product and has already been delivered to you or is a digital download purchased during the 14 days immediately before the date of release or at any time on or after the release date, we will also refund you the Sale Price and Service Charge of such Upsells purchased from us. However, nothing in this shall operate to exclude your statutory right to cancel orders for Upsells other than Excluded Upsells (as defined below).
YOUR RIGHT TO CANCEL/EXCHANGE/UPGRADE - MUSICFEST SCOTLAND'S FAN GUARANTEE
In addition to your statutory rights under applicable laws, MusicFest Scotland operates A "Fan Guarantee", pursuant to which, you may cancel, exchange or upgrade all the Tickets in your order, subject to payment of an admin fee of £5.00 (in relation to exchanges and upgrades only) and the restrictions, terms and conditions, and fair use policy set out in the rest of this.
The Fan Guarantee only applies to Tickets. However, nothing in this operates to exclude your statutory rights under applicable laws to cancel Items in an order.
You will not be able to cancel, exchange or upgrade Tickets under the Fan Guarantee if:
(a) your order is for Tickets that are season tickets, instalment-payment tickets, deposit-payment tickets, multi-part/multi-day/series tickets, VIP Tickets, VIP tickets, tickets that are part of Packages, and and/or
(b) you have transferred the Ticket to another person using our "Ticket Transfer" functionality (if available); and/or
(c) your order was made on a MusicFest Scotland distribution point other than MusicFest Scotland.co.uk,
You must make your request to exercise our Fan Guarantee ("Request"), within the following timeframes:
A Request for an order cancellation must be made:
(i) within 72 hours of placing your original order or making your original reservation; and
(ii) 14 days or more prior to the event (or start of the event) to which your order relates.
(b) a Request for an exchange or upgrade will always be subject to Ticket availability when we review the Request, and may be made:
(i) no earlier than 72 hours after placing your original order or making your original reservation; but at least
(ii) 14 days or more prior to the event (or start of the event) to which your order relates.
To make a Request, please get in touch, if you want to cancel, exchange or upgrade the Tickets in your order.
We aim to acknowledge receipt of and review your Request within 5 business days of receipt, and to process Requests within a further 10 business days.
The Fan Guarantee is also subject to the following limitations:
(a) if your Request is to cancel an order and the Tickets have already been dispatched at the time you make your Request, your original Order Processing Fees will not be refunded;
(b) you may be required to return any original Tickets to us before your Request can be fully processed and completed;
(c) exchanges and upgrades of Tickets may only be made for Tickets that are the same price or more for the same event, where "same event" means the same event at the same venue within the current tour or booking period for that event (e.g., this excludes events that are different fixtures for the same sporting team);
(d) payment of the admin fee and any additional amounts due from you (e.g., if you are upgrading the Tickets in your order) must be paid in full in order to complete your Request; and
(e) We operate a "Fair Use Policy" in respect of our Fan Guarantee, under which:
(i) no more than one (1) Request may be made per household per calendar month; and
(ii) no more than three (3) Requests may be made per household in any 12-month calendar period, regardless of whether such Requests are successful or not.
If your Request is successful and you are due a refund from us, it can take up to 14 days for the refund to be processed. Please note, refunds can only be made to the payment method used for the original order and cannot be refunded via any other method of payment.
You will be ineligible to benefit from the Fan Guarantee if MusicFest Scotland has any grounds to suspect that:
(a) you have in any way breached the terms of this Purchase Policy; and/or
(b) you are acting fraudulently; and/or
(c) you are acting contrary to the spirit of the Fan Guarantee or in breach of the Fair Use Policy.
YOUR STATUTORY RIGHT TO CANCEL
Tickets and Packages cannot be cancelled, exchanged or refunded after purchase, save in the circumstances set out above.
Furthermore, certain types of Upsells are also not able to be cancelled, exchanged or refunded after purchase, save in certain specified circumstances Such Upsells are referred to in this Purchase Policy as "Excluded Upsells") and include:
(a) any travel, catering, accommodation, transport or services relating to leisure activities, to be provided on a specified date or during a specified period;
(b) any products that are made to your specifications or are clearly personalised;
(c) any sealed audio or sealed video recordings or sealed computer software, if such goods become unsealed after delivery;
(d) any digital downloads you purchase during the 14 days immediately before the date of release or at any time on or after the release date, in which case at the time of purchase you will have agreed for the digital download to be provided to you before the expiry of usual statutory cancellation period and will have acknowledged that your right to cancel will be lost;
(e) any goods which become mixed inseparably (according to their nature) with other items after delivery;
(f) any goods which are liable to deteriorate or expire rapidly; and/or
(g) any alcoholic beverages where:
(i) the price has been agreed at the time of the conclusion of the contract;
(ii) delivery of them can only take place after 30 days; and
(iii) their value is dependent on fluctuations in the market which cannot be controlled.
Save for Tickets and Excluded Upsells, you have the right, without giving any reason, to cancel such part(s) of your order that relate to the following Upsells, within the specified deadlines:
(a) an Upsell that is a product - within 14 days of the date of delivery of such product to you (or within such longer period as may be specified in the relevant Event Partner's terms and conditions); and
(b) an Upsell that is a digital download purchased more than 14 days before its release date - within 14 days of the date of purchase.
Please note, you are not entitled to cancel your associated Ticket purchase in such circumstances.
To exercise your right to cancel, you must inform us of your decision to cancel your purchase by a clear statement you can also request cancellation by contacting us (if you use this option, we will communicate to you an acknowledgement of receipt of such a cancellation by email without delay).
To meet the relevant cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period,
Once you have notified us within the relevant deadline that you wish to exercise your right to cancel, if you have received the Upsell (or if it has already been dispatched and you do not "reject" delivery of the same), you must send back such Upsell as follows:
(a) if the Upsell has been provided by a third to such address as notified by us to you or as displayed on our website; or
(b) if the Upsell has been provided to you by MusicFest Scotland, you must send the Upsell back to us Services, (or such other address as notified to you by us).
Returns must be sent promptly and in any event no later than 14 days from the day on which you communicate your cancellation to us. Please also note: you will have to bear the costs of returning the relevant Upsell(s), unless otherwise stated by us
If you cancel a purchase,
we will generally reimburse to you all payments received from you in relation to the relevant cancelled Upsell, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). However, if there is a loss or reduction in value of the relevant Upsell as a result of unnecessary handling by you, we may make a proportionate deduction from the reimbursement. Please be assured, you are only liable for any diminished value of the relevant Upsell resulting from your handling of the Upsell, other than such handling that is necessary to establish the nature, characteristics and functioning of the goods.
We will make necessary reimbursements without undue delay, and no later than:
(a) 14 days after the day we receive the relevant Upsell back from you; or
(b) if earlier, 14 days after the day you provide evidence that you have returned the goods,
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel your purchase.
We will make the reimbursement using the same means of payment as you used for the initial purchase, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.
LIMITATION OF LIABILITY
We will not be liable for any loss, injury or damage to any person (including you) or property howsoever caused (including by us)
(a) in any circumstances where there is no breach of contract or a legal duty of care owed by us
(b) in circumstances where such loss or damage is not directly as a 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 your negligence or breach by you of any of the terms and conditions
To the maximum extent permitted by law, shall we be liable for any indirect, consequential losses or business losses, or any exemplary, special or punitive damages arising from your purchase. In accordance with this, please note that:
(a) personal arrangements including travel, accommodation, hospitality and other costs and expenses incurred by you relating to the Event which have been arranged by you are at your own risk, and we shall not be responsible or liable to you for any wasted expenditure, including where an event has been cancelled, rescheduled or otherwise materially altered; and
(b) neither we shall not be responsible or liable to you for any loss of enjoyment or amenity, including where an event has been cancelled, rescheduled or materially altered.
13.3 Unless otherwise stated MusicFest Scotland liability to you in connection with the event (including, but not limited to, for any cancellation, rescheduling or material alteration to the programme of the event) and the Item you have purchased shall be limited to the price paid by you for the Item, including any Service Charge but excluding any Order Processing Fees.
Nothing in these Terms and Conditions seeks to exclude or limit our or any Event Partners' liability for death or personal injury caused by our or any Event Partners' negligence, fraud or other type of liability, which cannot by law be excluded or limited.
QUERIES AND COMPLAINTS
If we need to contact you, we will use your contact details provided at the time of purchase. It is your responsibility to inform us of any changes to your contact details, both before and after receipt of Tickets. In particular, please ensure that you provide us with a valid email address, as this is our preferred method of contacting you. You should also be aware that your email mailbox settings might treat our emails as junk, so remember to check your junk and/or spam folders.
If you have any queries or complaints regarding your purchase, please get in touch quoting your order reference number.
Please note, some complaints can take up to 28 days to resolve.
If any dispute arises, we shall use our reasonable endeavours to consult or negotiate in good faith, and attempt to reach a just and equitable settlement satisfactory to you