CAPSULE EVENTS LTD TERMS AND CONDITIONS TICKET SALES
1. ABOUT THESE TERMS
These Purchase Terms and Conditions (“Terms”) apply when you purchase or otherwise obtain a ticket. Please read these Terms carefully before placing an Order. By placing an Order, you confirm that you have read, understood, and agreed to them.
2. DEFINITIONS
In these Terms:
“Booking Fee” means the service fee charged by Capsule Events Ltd in connection with the booking of tickets, calculated by reference to the ticket price.
“Event” means the event, performance, show, festival, club night, activity, or other experience for which tickets are made available through the Platform.
“Event Organiser” means the organiser, promoter, venue operator, or other person responsible for staging, promoting and delivering the Event.
“Order” means a completed transaction for one or more tickets placed through the Platform.
“Platform” means the Capsule Events Ltd website.
” Capsule Events Ltd “, “we”, “us”, and “our” mean Capsule Events Ltd, Unit 317 The Custard Factory Gibb Street Birmingham B9 4AA, [email protected], 0121 773 0402, registered company number 7141145
“Ticket” means any e-ticket / QR code made available through the Platform.
3. ELIGIBILITY AND YOUR STATUS
By placing an Order, you confirm that:
- you are legally capable of entering into a binding contract; and
- the information you provide to us is accurate and complete.
- Age restrictions for Events are set by us and/or venue and will usually be shown on the relevant Event listing or otherwise communicated before the Event. It is your responsibility to check and comply with any age restrictions and specific entry requirements. If you are unsure about these, please contact us via [email protected]
4. HOW THE CONTRACT IS FORMED
By clicking the relevant button to complete your purchase, you make an offer to purchase the Ticket(s) from us on these Terms and any applicable event specific terms.
Your Order is only accepted when we send you a booking confirmation by email, and you receive your QR code.
You are responsible for providing and maintaining an accurate email address, mobile number, billing information, and any other contact details required for your Order.
We may refuse, cancel, or place on hold any Order where we reasonably believe there has been:
- a pricing or technical error;
- suspected fraud or unauthorised payment activity;
- a breach of these Terms or any event specific terms; or
- a breach of any ticket limit, resale restriction, or other controls applied to the Event.
5. PRICES, FEES, AND PAYMENT
Ticket prices are set by us, the Event Organiser and will be shown to you before you complete your Order. All pricing clearly includes a Booking Fee calculated by reference to the ticket price – you will be able to clearly see the total price payable before you decide whether to proceed.
Payment must be made using one of the payment methods made available at checkout.
In the unlikely event we discover an obvious pricing or listing error after you place an Order, we reserves the right to cancel the Order and refund the amount paid or contact you with available options.
Ticket prices and availability may change before you place your Order, but changes will not affect an Order that has already been accepted and confirmed.
6. TICKET FULFILMENT
Once purchased, your tickets will be sent to you via the email address you have provided on your account. You will receive an email as a downloadable ticket, including a QR code.
You are responsible for checking your confirmation, Ticket details, and Event details carefully as soon as you receive them and for alerting us to any issues you may become aware of.
You are responsible for keeping your Ticket secure. We are not responsible for any inability to access an Event due to loss of your device, unauthorised use of your account, or failure to keep your details secure, except to the extent caused by our negligence.
7. TICKET LIMITS, RESALE, TRANSFER, AND RE:SELL
Tickets may be limited to a maximum number per person, per payment method or by any other criteria applied to the Event. We may cancel Orders placed in excess of any applicable limit.
If you are no longer able to attend an Event, re-selling / transfer of your Ticket(s) is allowed, but we take no responsibility for these transactions, and the original purchaser will not be entitled to recover any Fees unless expressly stated otherwise or required by law.
8. CUSTOMER RESPONSIBILITIES
You are responsible for:
- checking that the Event, date, time, location, age restrictions, and other details are correct before completing your Order;
- complying with any Event specific terms and any rules notified by the Event Organiser or venue;
- arriving in sufficient time for admission, security checks, and any ticket validation processes; and
- ensuring that all Ticket holders in your Order understand and comply with the applicable rules.
Unless expressly permitted by the Event Organiser or venue, you must not:
- copy, duplicate, manipulate, or distribute a Ticket or QR code;
- use a Ticket for advertising, promotions, prizes, competitions, hospitality packages, or other commercial purposes; or
- interfere with scanning, entry controls, or venue security processes.
9. ADMISSION & VENUE RULES
Admission to any Event is subject to the Event Organiser and venue’s conditions, including any age restrictions, licensing conditions, security checks, prohibited items policies, health and safety rules, and reasonable instructions given by venue or Event staff.
The Event Organiser and/or venue may refuse admission to, or remove from, an Event any person on reasonable grounds, including where that person:
- does not hold a valid Ticket;
- cannot provide required proof of age, identity, or entitlement;
- appears to be intoxicated or under the influence of drugs;
- behaves in a threatening, abusive, dangerous, or disruptive way;
- breaches venue rules, safety requirements, or licensing conditions; or
- presents a risk to the safety, security, or enjoyment of others.
Where admission is refused or a person is removed for reasons set out above, no refund will be due unless required by law or otherwise agreed by us of the venue.
The Event Organiser and/or venue may prohibit or restrict the use of cameras, recording equipment, laser pens, food and drink, animals other than assistance dogs, or any other items at the Event.
10. EVENT CHANGES
In the event of a cancellation, postponement or rescheduling we will use reasonable efforts to notify you using the contact details associated with your Order or account with as much notice as possible. It is your responsibility to ensure your contact details are accurate and to monitor your email account, and any relevant Event information (via our website or social media platforms).
In the event of a lineup change to an Event, we will likely communicate this via social media. A lineup change may include, by way of example only, a change to the main billed artist or another significant change identified by the Event Organiser.
Supersonic Festival tickets are sold subject to line up changes.
However if there is a significant lineup change to a Year Round Event, you may contact us (via [email protected]) and request a refund which we will consider on a case by case basis.
See below for more information about Ticket refunds.
11. REFUNDS
Tickets are generally non-refundable except where:
- the Event is cancelled;
- the Event is postponed or rescheduled and you are not able / do not wish to attend in accordance with applicable law;
- the Year Round Event is significantly changed, a refund may be considered offered in accordance with our policy or applicable law. Please contact us (via [email protected])
- a refund is otherwise required by law.
Once a refund has been confirmed, we will aim to process the refund within 7 working days.
Refunds will be made back to the original payment method used for the Order, which will be process by our payment provider, unless we agree otherwise or this is not reasonably possible to do so (for example, the card used to pay for the Order has since expired), in which case we will contact you with the information provided via your account.
Please note: you will not be entitled to a refund solely because:
- you can no longer attend the Event;
- you purchased the wrong Ticket, quantity, or date by mistake;
- you failed to comply with age restrictions, ID requirements, or venue rules; or
- you were refused admission or removed for reasons set out in clause 9
12. EVENT ACCESSIBILITY AND PERSONAL ASSISTANT TICKETS
For any specific Accessibility arrangements at the Event itself, please contact [email protected] who will liaise with you and the relevant venue(s) as necessary.
If you require a complimentary Companion ticket (Personal Assistant / Carer etc), please purchase your own Ticket first, and then contact [email protected] who will provide you with the necessary arrangements to redeem the additional Ticket.
We will consider all accessibility requests reasonably and proportionately with care and diligence. We do not require supporting evidence in connection with an accessibility or Companion ticket, simply get in touch with us as outlined above.
13. PAYMENT PROVIDER
All our online payments are processed securely through our payment provider, Opayo (formerly Sage Pay) who collect and process all transactions. Card details are entered on to a secure page. No personal details will be passed on to third parties. We do not have access to your full payment card details. Payment card details are entered directly onto a secure payment page and are processed in accordance with the payment provider’s security and privacy procedures. All payment verification, fraud screening, and other security or compliance checks are managed by the payment provider before finalising an Order.
14. COMPLAINTS
Complaints should be sent – where possible – via email [email protected] or you can call the office: 0121 773 0402 (please note: our office hours are Tues – Thurs, 10am – 6pm otherwise leave us a message and the team will get back to you). Where a customer is unable to make a complaint via either of those methods, reasonable adjustments may be available.
15. PERSONAL DATA
Please see our privacy policy for more information.
16. CHANGES TO THESE TERMS
We may update these Terms from time to time for legal, regulatory, operational, technical, or business reasons. The Terms in force at the time your Order is accepted will apply to that Order, unless a change is required by law or regulatory requirement.
17. GENERAL
If any part of these Terms is found to be unlawful, invalid, or unenforceable, the rest will continue in full force and effect.
A person who is not a party to the contract will not have any rights to enforce these Terms, except that the Event Organiser may enforce any right expressly stated to be for its benefit.
A failure by us to enforce any right under these Terms does not waive that right.
18. GOVERNING LAW AND JURISDICTION
These Terms are governed by English law.
Last updated: 1 October 2026
