ticketSOUP.com Help

Conditions of Sale - Tickets

Tickets are issued on behalf of the organisation responsible for the performance or event and are subject to ticketSOUP.com® Terms and Conditions, together with all other statements or directives shown on the ticket.

ticketSOUP.com® is a ticketing agent, owned and operated by SEC Ltd.

How are ticket prices, charges and fees determined?

ticketSOUP.com® sells tickets as an agent on behalf of the promoter of an event.

There are usually a number of agents selling tickets for the same event. The ticket administration fee levied by ticketSOUP.com® is competitively priced and determined by the costs of operating the ticketing service.

In accordance with the Committees of Advertising Practice (CAP) requirements we will ensure that that any fee or charge levied on top of the face value of the ticket is stated clearly at critical points during the purchase process, and when advertising ticket prices.

The total exit price is made up as follows:

Face Value Price

The promoter determines the face value of their tickets. When a ticket is sold the total face value is passed to promoter.

Administration Fee

A service charge is levied on all tickets sold via ticketSOUP, our contact centre or the Box Office in the SECC. This administration fee is intended to cover the running costs of our ticketing operations, and it is applied to each ticket sold regardless of whether the payment is made by cash, cheque, debit card, credit card, bank transfer or any other means.

We provide a comprehensive ticketing solution for buyers, which amongst other things include:

  • A comprehensive Box Office service on-site at the SECC
  • A fully staffed call centre located at the SECC
  • A website service for buying tickets (www.ticketsoup.com)

Fulfillment Fee

ticketSOUP.com® offers its customers a variety of convenient fulfillment options, including post, print @ home or box-office collection. This fee is charged regardless of the number of tickets purchased in a single transaction.

Postage for event tickets may include special delivery, which attracts a higher cost. This is a particular requirement of standing shows, in order to ensure that tickets (with their significant value) are safely and securely delivered to the intended recipient.

Tickets uplifted at our on-site Box Office attract a small fulfilment fee.

What fees do you pay when purchasing a ticket online?

You will have to pay the Administration Fee on each ticket purchased. A Fulfilment Fee will then be applied to the entire transaction (regardless of the number of tickets purchased) depending on the method of fulfilment that you have selected.

Can I purchase tickets in person?

Yes, tickets can be purchased from the ticketSOUP.com® Box Office. This is located at:

Scottish Exhibition + Conference Centre
Exhibition Way
Glasgow
G2 8YW

The box office is open: Mon-Fri 10am-6pm and Sat 10am-5pm*

*Please note these timings are the standard opening times of the ticketSOUP.com® Box Office and may be subject to change depending on events taking place in the venue and On-sales for new events. Please check www.ticketsoup.com for details of what time individual events will go on sale.

If I book tickets in person can I avoid paying fees?

The Administration Fee is applicable on all transactions regardless of (a) the method of payment used, and/or (b) the channel via which tickets are purchased.

Why am I now being charged when previously I was able to avoid paying fees when purchasing tickets in person and paying cash?

Until recently there was no ticket administration fee on cash only transactions made in person at the ticketSOUP.com® Box Office. However; in response to new UK government legislation, this allowance is no longer possible. The measures are being implemented as a result of the Consumer Rights (Payment Surcharges) Regulations 2012. Under the new rules, traders are expected to ensure that any payment surcharges are representative of the actual processing cost involved.

In response to the legislation we have now ensured that the administration fee is the same, regardless of (a) the method of payment used, and/or (b) the channel via which tickets are purchased (i.e. on the internet via ticketSOUP.com® or theHydro.com, in person at the Box Office in the SECC, or telephonically through our contact center).

The new regulations can be found at:

http://www.legislation.gov.uk/uksi/2012/3110/made

If you have any queries regarding administrations fee please contact our Visitor Experience Department at:

visitorexperience@secc.co.uk

Why is there a limit to how many tickets I can buy?

The artist or promoter may impose a ticket limit in order to provide ticket access to as many fans as possible. Ticket limits vary depending on the type of event and the anticipated demand for tickets.

Why is there a 10-minute time limit for online purchases?

When you are purchasing tickets, you are "holding" real inventory. No one else can purchase those tickets unless you release them. Due to high demand, we have implemented a 10-minute limit, to give as many people as possible a chance to purchase tickets.

Why do tickets sell out so quickly for some events?

When a popular event goes on sale there are usually hundreds and sometimes thousands of customers simultaneously attempting to purchase tickets across all distribution channels. By way of an illustration - if 500 customers are simultaneously buying four tickets each, 2,000 tickets can be sold in a manner of minutes and as a consequence the total number of available tickets is quickly depleted.

Why are better seats sometimes available a few minutes after events go on sale?

When customers find available tickets either online or through any other channel, those tickets are held while the customer considers the purchase. During that period (which lasts for only a few minutes) no one else can view or purchase those tickets. If the customer then decides not to buy the tickets, they are "released" and become available to other purchasers.

Why are better seats sometimes available a few days after events go on sale?

A promoter may release more tickets for the ticket agent to sell as the event date approaches. This happens for several reasons such as (a) the artist may no longer need the tickets that were held back when the event originally went on sale, or (b) once the stage or event area is set up, the venue has a better idea about which seats have a restricted view. Sometimes events are so popular that even seats with restricted views are released for sale.

How do I book tickets for the Accessible Areas (formerly Disabled Platform)?

At present, we do not routinely sell tickets online for accessible areas of the venue via the website, simply because these tickets could then be purchased by patrons who do not necessarily require them - especially when an event is otherwise sold-out.

From our experience, any dishonest patrons attempting to do this find it more difficult to mislead a telephone advisor. Although this is perhaps not an ideal solution, we have found that purchasing over the phone is the best way for visitors who genuinely require these seats to secure them. It also means that we can personally ensure that the seats we are selling in these areas are suitable for each patron dependent on individual needs.

Those who wish to purchase tickets for the accessible platform may do so over the phone on 0844 395 4000 or in person at the ticketSOUP.com® Box Office in the SECC. (Open Mon-Fri 10am-6pm and Sat 10am-5pm)*

*Please note these timings are the standard opening times of the ticketSOUP.com® Box Office and may be subject to change depending on events taking place in the venue and On-sales for new events. Please check www.ticketsoup.com for details of what time individual events will go on sale

What payment cards can I pay with?

We currently accept Visa, Delta, Electron, Maestro, MasterCard and Solo for online bookings.

How secure is my online transaction?

ticketSOUP.com® operates a secure booking platform and all customer details are managed in accordance with current data protection legislation.

The website address of a secure page is preceded by a padlock symbol and https:// URL. This should appear as follows:

When will I receive my tickets?

ticketSOUP.com® aims to dispatch tickets as soon as possible, or at least 21 days before the event you are attending. If you have not received your tickets within 48 hours of the event, please contact ticketSOUP.com® customer service as soon as possible on 0844 395 4000, or email helpdesk@ticketsoup.com.

In instances where the artist or promoter issues ‘souvenir tickets’ (i.e. a collectable ticket with a unique design or photo on the ticket stock) these are usually printed and dispatched in one batch closer to the event date.

ticketSOUP.com® will only posts tickets to the billing address of a credit or debit card. If the address in your booking does not correspond to that held by your card company your tickets may be cancelled.

Some types of tickets have posting restrictions, including:

Standing or General Admission - Tickets cannot be duplicated under any circumstances. To ensure there are no problems with delivery we will usually post these tickets by secure post. This enables us to track the progress of tickets through the postal system.

Mainland UK Customers - If you have selected delivery through standard post, please allow 7- 10 days. Users from Southern Ireland are requested to select the UK postage option.

Customers outside UK mainland - We cannot post tickets to international customers. Your tickets will be held for collection at the venue box office and can be collected on the day of the event. The cardholder must collect the tickets in person, with the card used to purchase the tickets. The cardholder will have to sign for the release of the tickets.

Can I collect my tickets?

Tickets may also be collected from the ticketSOUP.com® Box Office in the SECC. There is marginal fulfilment fee levied for collecting tickets in this manner. This can be done immediately after booking up until just before the event is due to start.

What do I do if an event is cancelled or postponed?

Tickets cannot be returned to the Box Office after purchase, unless the event is cancelled or if there is a significant change to the headline act. However, occasionally, events are cancelled by the artist or promoter. Should this occur, and you have booked directly with the ticketSOUP.com® Box Office, we will contact you by email and/or mail to inform you of refund or exchange procedures for that event.

The ticketSOUP box office assumes responsibility on cancelled events for those tickets sold through our Internet site, contact centre and box office. The decision to allow refunds is made by the venue or promoter. Typically the face value of the ticket and the administration fee are refunded.

If tickets must be returned by post, we recommend you do so by Registered Post to ensure they are received safely.

If I purchase tickets and then cannot attend an event, can I get a refund?

Tickets are sold as non-refundable and non-transferable. Refunds cannot be issued unless the event is cancelled or re-scheduled.

What do I do if my tickets are lost or stolen?

For details of procedures for lost or stolen tickets, please call ticketSOUP.com® on 0844 395 4000 or email helpdesk@ticketSOUP.com

I have purchased tickets from a different ticketing outlet and am unsure if they are valid, can you confirm their validity?

ticketSOUP.com® only holds details of patrons who have purchased with us and can only discuss bookings with the purchaser. Regrettably therefore; we cannot help with any issues related to tickets purchased from elsewhere.

I purchased tickets some time ago and am still waiting to receive them. How can I check if they have been sent?

To check on any part of your booking, please call ticketSOUP.com® on 0844 395 4000 or email helpdesk@ticketSOUP.com

I have changed address. How do I update my ticketSOUP.com® account?

If you have moved house recently, please get in touch as soon as possible to update the address on your booking. Updating your address information in your online account will only store the address for any future bookings you might make, for existing bookings you need to notify us.

It's really easy, just hit the Contact Us tab above, choose Email a Question, and then select 'Current Booking' from the topic box, followed by 'Change of Address' from the subtopic. Please be sure to fill in all of the fields on the form, as it’s really important that we have all of the information before we can update your booking – we need to be sure that we're dealing with the cardholder.

Please be sure to get in touch as soon as you can once you have moved.

What age restrictions apply at events?

It is the recommendation of the SECC that children under fourteen should not attend in the standing area at any event. In addition, children aged fourteen and fifteen should be accompanied by an adult if attending in this area. All patrons over five years old are welcome to attend in the seated section, unless otherwise stated by the event organiser. It is our recommendation that children under five should not attend concerts or events other than those specifically aimed at younger visitors, i.e. children's shows.

Unless otherwise stated by the event organiser, our standard venue age advisory will apply.

Where can I view a seating plan?

A seating plan will generally be displayed for as you book your tickets. For all further details please call ticketSOUP.com® on 0844 395 4000. or email your specific enquiry to helpdesk@ticketSOUP.com

Where can I get more accurate timings, or details of the support act, for the event I am attending?

Confirmed event timings and details of supports acts are only given to us by the event organiser approximately 2-3 days before the event and can be subject to change.

For up-to-date information please call ticketSOUP.com® on 0844 395 4000 or email info@secc.co.uk

I would like to provide feedback or make a complaint. How should I do this?

Please send all feedback by email to visitorexperience@secc.co.uk.  Our Visitor Experience team will deal with all feedback appropriately and aim to respond within 10 working days.