Mack Events Cancellation and Returns Policy

When purchasing tickets from Mack Events, XCover is available as an optional extra to offer additional refund protection (xcover.com). This can be purchased on our shopping basket as you purchase your E-Tickets. XCover offer refunds in cases of sickness, accidents, home emergency and vehicle failure and a host of other scenarios (find out more at – https://www.xcover.com/en/pds/booking-refund-protection-uk). If you have not purchased the additional cover from XCover, Mack Events will only exchange or refund tickets in the circumstances described below:

– If we fail to fulfil an order as a result of any negligence, or similar act or omission of our own or in breach of contract the customer will be entitled to a full refund including any booking fee charged.

– If the event is cancelled or postponed by Mack Events, or significant material changes are made to the Event, namely a change of the venue or the headline act and tickets have been sent out. Only the face value of the tickets will be refunded in this instance. If the tickets have not already been despatched, the processing fee will also be refunded. Please note – No refunds will be issued if the event is cancelled or suspended by reason of Royal Demise, National Mourning, Fire, Extreme weather, Epidemic, War, Strikes, Terrorism, Lockout or by reason of order of any Licensing or Public Authority.

– There will be no refund for lost, stolen or damaged tickets (save that duplicate tickets may be possible, however a duplication fee equal to the original despatch fee may be charged) or if the venue or Event organiser provides different seats to those specified on the ticket.

For any refund of face value you will be required to return any tickets received, on receipt of which we will make the refund. Please contact admin@mackevents.co.uk to arrange the return of your tickets.

Refund requests will be accepted up until 1 week before the date of the revised event or 1 week after notification of the change (whichever is the later) unless otherwise advised. We are unable to refund requests that are received after this time.

Refunds are made using the same method of payment that was used to purchase the tickets.

It is your responsibility to ensure that tickets returned are received by us. It is therefore advisable to return any tickets either by secure post or in person.

When events are cancelled, postponed or the venue or acts are significantly changed, we will do our best to inform all purchasers using the contact details provided when the order was made. However, it is the responsibility of the purchaser to check whether the event is going ahead at the scheduled date, time and venue. We cannot guarantee that we will be able to make contact with you.

It is the responsibility of our customers to inform Mack Events of any change of address, contact telephone number or email address both before and after receipt of your tickets.

Always check your tickets on receipt, as mistakes cannot always be rectified later.

Although Mack Events will use reasonable endeavours to indicate any age or other restrictions that apply to events, it is the customer’s responsibility to ensure that they are eligible for entry to the event that they are purchasing tickets for.

Promoters and Venues always reserve the right to refuse admission to an Event and tickets are issued subject to the rules and regulations of the venue. We will therefore not offer refunds to any ticket-holders who may be refused entry, or for any instance where the customer is ejected from the venue by the security team.

We will not be liable to you for any loss of enjoyment or profit nor any indirect, consequential, exemplary, incidental, special or punitive damages.

We will not be liable for any misrepresentations, negligence, contractual or tortuous loss of any kind suffered by you from the products, or services, or actions of any venue, performer, promoter or others.

The majority of our events will now be run on E-tickets, which you will receive via email. If you are collecting physical tickets, please be advised that the tickets must be collected by the cardholder in person, and that the credit card used for payment must be presented on collection. The cardholders’ signature may be required on collection.

There is no standard despatch time for tickets ordered through this Site as tickets for different events have different despatch times. However, all E-tickets should be received at least 7 days before the event. Please see the FAQ page of the website for more information. Where physical tickets are booked and are being posted, tickets should be received at least 14 days before an event. Please contact us via the website if you have not received your tickets.

If it becomes impractical to post tickets out due to proximity of an event or circumstances beyond Mack Events’ control, we reserve the right to make the tickets available for collection at the venue and will inform you accordingly.

For certain events there may be a restriction on the maximum number of tickets that may be purchased. We will use our best endeavours to publish this information on the Site and at the point of ticket selection for the event. In such case, we reserve the right to only offer for sale the maximum number of tickets available and to cancel any orders made that exceed the maximum authorised tickets per customer without notice.

If tickets despatched by special delivery are returned as ‘addressee unknown’, we reserve the right to cancel the order.

We reserve the right to change the price of tickets after they have been despatched to you if we become aware that the tickets were listed at an incorrect price due to a mistake including a typographical error, or an error in the pricing information received by us from the Event Organisers.
If this occurs, we will notify you by telephone or e-mail as soon as we become aware of the error and if you do not confirm within 14 days that you wish to purchase the tickets at the revised price we will cancel the tickets and re-credit to your account any sum deducted by us from your debit/credit card in full as soon as possible but in any event within 21 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.

Please note that the lineup for all ‘Mack Events Presents Ltd’ events are subject to change. Mack Events will always endeavour to inform all customers of any changes to lineups as soon as possible.

The unauthorised use of photographic and recording equipment by guests at venues is usually prohibited unless stated otherwise.

By attending our events you agree to be photographed

Photography and videography will take place at our events and by purchasing these tickets and attending our event you are consenting to be photographed.  Please note:

  • Theses photographs / videos may be used for promotional purposes
  • The attendees agree to waive their rights to any claims for payment or royalties in connection with the possible use of their photographs / video
  • The attendees agree that they’ve been fully informed