Online and Ticket Sales Terms and Conditions

Capsule Event Ltd, are referred to below as the Event Organiser. We are the Producers of Supersonic Festival and the year-round live events.

For any other queries or help, with anything relating to ticket sales and our events please email us info[at]capsule.org.uk – you may call us on 0121 773 0402 (office hours are weekdays, 10am – 6pm), however please note staff are still predominantly working from home and therefore email is currently the most efficient form of communication.

  1. Tickets are not refundable under any circumstances other than cancellation of the event or unless the event is moved to another date which prohibits you from attending. In this instance, ticket holders will be informed of any cancellation. All Ticket holders must then request refunds via email: info[at]capsule.org.uk within 7 days of the cancellation notice. The full value of the Ticket – less any booking fees, transaction fees, credit card charges and insurance – will be refunded. (For Supersonic Festival 2020 tickets we extended the deadline to request refunds by to Monday 13 April 2020. The full value of the ticket – less any booking fees, transaction fees, credit card charges and insurance – was refunded.)
  2. As standard, tickets are not transferable, however we made an exception for Supersonic Festival 2020 ticket holders who were invited to write to us and request their ticket for this year’s festival be transferred. The deadline to do this by was Monday 13 April 2020. Everyone who opted to transfer their 2020 ticket has been contacted and will receive a reissue ahead of the festival.
  3. We only provide eTickets for our events. In order to redeem your ticket please your ticket(s) either on your mobile device or a printout and a proof of ID to the event Box Office.
  4. When purchasing eTickets, you will be asked for contact details of all attendees – this information will only be used by the Event Organiser to contact attendees ahead of the event. You will also be asked for some (non-mandatory) additional information – this will be used by the Event Organiser only for monitoring purposes. We would ask that if you are purchasing for a group, ideally you will arrive together, otherwise purchase tickets separately.
  5. The Rules and Regulations of the venue and Event Organiser, for which Tickets were purchased, must be adhered to at all times.
  6. Venue management reserve the right to refuse admission and may conduct security searches on entry. Should you be refused entry for any reason, including but not limiting to how you are dressed, we are not liable to refund you for the ticket you have purchased.
  7. You are advised to check if the venue has a ‘last entry time’ as Ticket holders may not be admitted after this time.
  8. There is no obligation to refund monies or exchange tickets if management alters or varies the programme due to events or circumstances beyond its control, and all Tickets are sold subject to line-up changes.
  9. There is no obligation to refund monies or exchange tickets should an event organiser subsequently offer any discount or promotion that makes tickets available at a price lower than that previously paid by any customer.
  10. You are advised to check with the venue if personal photographic and recording equipment, laser pens, mobile phones, dogs (except guide dogs) and patron’s own food and drink is prohibited.
  11. The Event Organiser and venue management accept no responsibility for any personal property.
  12. Ticket holders’ consent to the filming and sound recording as members of the audience.
  13. Tickets may be restricted to a maximum number per person. We reserve the right to cancel tickets purchased in excess of this number.
  14. The Event Organiser reserves the right to cancel any tickets we believe to have been purchased fraudulently.
  15. We provide complimentary Personal Assistance tickets. Once a ticket has been purchased, please contact us via info[at]capsule.org.uk and we will add an additional PA to our event attendees. If possible, please provide us with the name of your PA and their contact telephone number.
  16. Delivery policy: For merchandise sales, your order will be fulfilled within a reasonable time from the date of purchase, unless there are exceptional circumstances, in which case you will be notified. Merchandise sales will be sent throughout the UK via Standard UK Shipping, international sales will be sent via Standard International Shipping. Merchandise is not insured against loss or non-delivery.
  17. Import duty: If you order merchandise from our website for delivery outside the UK items may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
  18. We use Opayo (formerly Sage Pay) to collect and process all online transactions. Card details are entered on to a secure page. No personal details will be passed on to third parties.
  19. The Event Organiser does not accept any liability for any losses or claims arising from any inability to access the website, any interruption or any failure to complete a transaction.
  20. The customer accepts full responsibility for all contact information on their customer account and must ensure it is updated when necessary. The Event Organiser accepts no responsibility for information not received by the customer due to out of date contact information. Please note, contact information can be updated through the customer login online.
  21. Terms and conditions are governed by English law.
  22. And finally, if you have a complaint regarding a sale that you feel is not being resolved to your satisfaction please write to us: Capsule Events Ltd. Unit 317, Zellig, Gibb Street, Birmingham B9 4AT or email: info[at]capsule.org.uk – we are a small team but we will respond to you as soon as possible.