Online & in-person Customer Purchase & Booking Policy
3.1 Currency and Payment Methods
All ticket prices for events that occur in the United Kingdom are stated in Pounds Sterling. Ventnor Exchange Box Office accepts several methods of payment by credit and debit card to accommodate the needs of our Customers through the use of PayPal payments processing..
3.2 Who You Are Buying From
Ventnor Exchange Box Office produces events, and also provides the software system and transactional infrastructure by which Event Organisers make their tickets available for purchase online by Customers, these are known as ‘External Events’.
For External Events, Ventnor Exchange Box Office merely facilitates the transaction between Event Organisers and Customers. We do not set ticket prices or determine availability or location of seating. We simply handle the booking process and collection of payments on behalf of these Event Organisers when customers purchase tickets online.
3.3 Processing Fees
All Tickets purchased online through Ventnor Exchange Box Office are subject to a processing fee. This fee is applied per transaction (as opposed to per ticket) and is levied in accordance with the sliding scale outlined below:
up to £75.00 - 10%*
over £75.00 please contact the box office for reduced booking fee
As a non-profit organisaiton, this fee is applied to cover the credit/debit card charges that we incur with each transaction; our PayPal merchant fee; our general overheads and administration costs plus the VAT due on that income. *We reserve the right to vary this booking fee structure from time to time.
3.4 Event Listing Processes and Responsibilities
Through use of an Exchange Account, Event Organisers upload data regarding their organization, productions, venues, event dates, ticket prices, preferred fee charging mechanism etc. This data populates the Ventnor Exchange Box Office sales web-site from which the customer can then purchase tickets for listed events.
All details of Events including, but not limited to, performance times, ticket prices and seat availability are entered onto the system by the Event Organiser. The accuracy of all such information is at all times the responsibility of the Event Organiser. Ventnor Exchange Box Office accept no liability or responsibility for incorrect information displayed on the event listings, it is the responsibility of the customer to ensure event details are correct before purchase.
3.5 Pricing Errors
If the amount paid by a Customer for a ticket sold through Ventnor Exchange Box Office is grossly incorrect; regardless of whether because of an error in a price posted on this web site or otherwise communicated to the Customer; and regardless of whether caused by a transactional malfunction of this web site or other Ventnor Exchange Box Office operated system or by human error on the part of the Event Organiser; then Ventnor Exchange Box Office will have the right to cancel that ticket (or the order for that ticket) and refund to the Customer the amount that they paid.
3.6 Ticket Sales Processes
Customers can search the Ventnor Exchange Box Office sales Site by Production Company or Amateur Society, Venue, Location, Performance Name or Date to navigate to the specific Event in which they are interested. They may then specify;
a) the venue section or price category in which they wish to buy seats
b) the quantity of seats they wish to buy and
c) where relevant, the position of those seats
The Site will then display the payment due for the seats specified. The Customer will then be asked to select their preferred method of Payment and having entered and submitted Credit or Debit Card details, the Ventnor Exchange Box Office system will charge the Card Issuer the appropriate amount. On completion of the transaction, the chosen seats will be registered in the Customer’s name and they will be sent confirmation of purchase.
3.7 Order Confirmation
Order confirmation will take the form of a summary web page at the end of the purchase sequence. This will be followed by an e-mail dispatched to the Customer. Both will contain details of the seats purchased and a unique order reference number, which acts as the Customer’s proof of payment and may be used by the Event Organiser as an e-ticket.
If a Customer does not receive a confirmation number (in the form of a confirmation page or email) after submitting payment information, or if they experience an error message or service interruption after submitting payment information, it is their responsibility to confirm with our the box office whether or not the order has been completed, as only the Customer may be aware of any problems that may occur during the purchase process. Ventnor Exchange Box Office will not be responsible for losses (monetary or otherwise) if a Customer assumes that an order was not placed because they failed to receive confirmation.
Any ticket-holder unable to present confirmation of purchase in the form of a print out of the e-mail (or web-page equivalent) and valid identification indicating they are the individual named on the confirmation may not be admitted to the event in question, and will not receive a refund.
3.8 Exchanges and Refunds
Before placing a booking, carefully review your event and ticket selection. Once purchased, tickets cannot be exchanged or refunded unless the Event is cancelled, moved to another date, or if details of the Event are
significantly changed after a booking is placed (significant changes being a change of headline act (concerts only), venue or show time).
The varying exchange and refund policies set forth by our Event Organisers prohibit Ventnor Exchange Box Office from issuing exchanges or refunds after a booking is placed. In the event of such reversal of transaction being desired, you should contact the Event Organiser directly, as they may, at their discretion, agree to your wishes.
3.9 Cancelled and Postponed Events
3.9.1 If an Event is cancelled by the Event Organiser (i.e. a cancellation due to circumstances beyond Ventnor Exchange Box Office's control), Ventnor Exchange Box Office will refund the purchase price of your tickets including our booking administration fee, (but excluding any delivery charge); whether that fee was originally presented as a separate item or was included within the stated face value of the ticket.
Where Ventnor Exchange Box Office has been notified by the Event Organiser of an Event cancellation, we will use best endeavours to contact Customers either by e-mail (using the details provided at the time of booking) advising them of the cancellation and initiating the refund process.
Ventnor Exchange Box Office is normally notified in advance of any pending Event cancellation by the Event Organiser. We then automatically initiate refunds to all ticket purchasers. Customers can also notify Ventnor Exchange Box Office directly if they discover that an event has been cancelled by e-mailing cancellations@Ventnor Exchange Box Office.co.uk.
3.9.2 If an Event is moved from its advertised venue and / or the date is changed, tickets already purchased may remain valid should the Customer wish to attend the revised Event. If not, Ventnor Exchange Box Office will refund the purchase price of your tickets including our booking administration fee, (but excluding any delivery charge); whether that fee was originally presented as a separate item or was included within the stated face value of the ticket. Customers must contact Ventnor Exchange Box Office no later than the Monday following the event's revised date.
3.9.3 Should the headline artist not appear or if the line up or content is substantially changed from that advertised at the time of purchase, then Ventnor Exchange Box Office will on request refund the purchase price of your tickets including our booking administration fee, (but excluding any delivery charge); whether that fee was originally presented as a separate item or was included within the stated face value of the ticket. Customers must contact us as soon as possible and no later than the Monday following the event's stated date.
3.9.4 Some Event Organisers will explicitly stipulate that cancellation due to weather, act of God or any other unavoidable eventuality, will not result in a refund. If such terms have been applied, they will be displayed on the Site for Customers to read in the course of the booking process and; having been so displayed; shall prevail over the provisions of clause 3.9.1 above, meaning that no refund will be due.
3.9.5 Ventnor Exchange Box Office will under no circumstances be responsible for any remedy for inconvenience, consequential expenses incurred or any other loss or damages resulting from the cancellation of any Event.
Please note, it is the Customer's responsibility to check whether the Event is going ahead at the scheduled date, time and venue, and Ventnor Exchange Box Office cannot guarantee that they will inform the Customer of any changes to the event date, time or venue.