Refund policy

Your right to cancel, and why it ends when your PDF is made

When you buy something online in the UK you normally have 14 days to cancel and get your money back. The law makes an exception for digital content: that right ends once we start supplying it, as long as you have agreed to that beforehand and acknowledged you'll lose it.

That's why there's a tick-box just before you pay. By ticking it you ask us to make your PDF straight away and you accept that, once it has been made, you can't cancel or get a refund for changing your mind. You can't place an order without ticking it.

Until you pay, nothing is made and nothing is charged. Please use the preview to check the spelling, date, venue and seat carefully, as it's exactly what will print.

When we will fix it or refund you

Contact us if any of these apply:

• the PDF won't download or open;
• it's blank, damaged or the design is visibly broken;
• it doesn't match the details you entered in the preview because of a fault on our side;
• you were charged but didn't get your PDF, or you were charged more than once for the same order.

We'll normally fix this or send a new PDF the same working day. If we can't put it right within a reasonable time, or you'd prefer not to wait, we'll refund you (£1.50 for a standard ticket), up to the full price you paid. This follows your rights under the Consumer Rights Act 2015, which say digital content must be as described, of satisfactory quality and fit for its purpose.

What isn't a fault

• Changing your mind, or no longer needing the ticket, once the PDF has been made.
• A mistake in what you typed (a misspelling, or the wrong date or seat) that was shown correctly in the preview. We may be able to help, but we're not obliged to.
• How it looks when printed: colours and sharpness vary with your printer, ink and paper. For the best result, print at actual size (not “fit to page”) on good quality paper.
• The ticket not being accepted anywhere. It's a souvenir and isn't valid for entry or travel, as we say throughout the site.

How to ask for a refund

Email us at the address below with your order details. We'll reply within two working days.

If we agree to a refund, it goes back to the card or payment method you used, usually within 5 to 10 working days of us approving it, though your bank can take longer to show it. Your payments are handled by Stripe, who may also have their own procedures for refunds and disputes. Please contact us first so we can sort it out directly.

Your legal rights

This policy doesn't take away any rights you have by law. For more about your rights, see our terms and conditions and Citizens Advice (citizensadvice.org.uk).