Terms of sale — United Kingdom
Effective 2026-10-13
These terms apply when you buy a ticket through Entase for an event taking place in the United Kingdom.
1. Who you are buying from
1.1 You are buying from the organizer of the event, not from Entase. The organizer's name is shown on the event page and in your confirmation email. Your contract for the ticket is with them.
1.2 Entase operates the ticketing platform and sells the ticket as the organizer's authorised agent, in the organizer's name and for the organizer's account. Entase is not the seller and is not a party to your contract with the organizer.
1.3 Where the event is held at a venue run by someone other than the organizer, the venue is shown separately on the event page. The seller is always the organizer named as seller.
2. The price you see is the price you pay
2.1 The price shown includes every compulsory fee, from the first time a price appears anywhere on Entase — the event page, our listings and search results, our own advertising, and checkout.
2.2 Where an optional extra is offered, it is shown separately and you choose whether to take it.
2.3 Prices are shown in the currency the organizer has set for the event. If your card is in a different currency, your bank may apply its own conversion and charges. Entase does not control those.
3. Buying a ticket
3.1 To buy a ticket you choose the event, choose your seats or ticket type where applicable, give your name, email address and telephone number, choose how to pay, and confirm.
3.2 Your contract with the organizer is made when your payment is accepted. Your order is an offer to buy until then. Nothing about whether, when or where a confirmation email reaches you affects whether the contract exists.
3.3 You must give accurate contact details. We use them to send your ticket, to tell you if the event changes, and to let you in if you cannot show your ticket — see clause 5.
3.4 After you pay, you will receive an email confirming the purchase.
4. Payment
4.1 You can pay by card, by digital wallet such as Apple Pay, Google Pay or PayPal, or by another method shown at checkout. Payments are handled by regulated payment providers. The methods available to you are shown before you pay.
4.2 Entase does not receive or store your full card details. Card data is captured and processed by the payment provider.
4.3 Your payment to Entase settles what you owe the organizer, in full, straight away. The organizer cannot refuse you entry, cancel your ticket, or ask you to pay again because it has not yet received the money from Entase.
5. Getting in
5.1 Bring your ticket. Scanning it is the fastest way in.
5.2 If you cannot show your ticket, you will still be admitted where your booking can be found from the name, email address or telephone number you gave when buying. The organizer has a tool at the door for this. Expect it to take longer, and expect to be asked for identification to confirm the booking is yours — so bring your ticket if you have it.
5.3 Clause 5.2 does not apply to tickets bought at a box office where no personal details were recorded. Those tickets cannot be looked up, so keep them safe and bring them.
5.4 Concession tickets. If you bought a reduced-price ticket for a category such as student, child, senior or another group, bring proof of that status. Without it the organizer may refuse entry or ask you to pay the difference.
5.5 The organizer sets the conditions of entry to its venue — age limits, security checks, prohibited items, latecomer policy. These are shown in the event information.
5.6 Behaving at the venue. Follow the venue's rules and the ordinary standards for the kind of event you are attending — what is acceptable at a club night is not what is acceptable at the opera. The organizer or the venue may refuse entry to, or remove, anyone who does not, and a refund is not due where that happens.
6. Cancelling your purchase
6.1 Events on a specific date or in a specific period. For tickets to concerts, performances, screenings, sporting and other leisure events taking place on a specified date or within a specified period, there is no 14-day right to cancel. This is the exception in regulation 28(1)(h) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. It applies even though you bought through Entase rather than from the organizer directly.
6.2 Everything else. For products that are not tied to a specific date or period — including vouchers, gift cards, open-dated passes, multi-entry passes without specified dates, and recorded or on-demand content — and for services that are not leisure activities, such as training, courses, conferences and professional events, you have 14 days to cancel unless another exception applies.
6.3 Where a clause 6.2 event takes place inside those 14 days. For a course, conference, workshop or other non-leisure event happening less than 14 days after you buy, we ask you at checkout to agree that it may go ahead during your cancellation period, and to confirm you understand the right ends once it has been held.
- Until the event has been held, you can still cancel and be refunded — giving that agreement does not take the right away early.
- Once it has been held in full, the right is gone.
- For an event over several days, cancelling part-way through refunds you for the part not yet delivered.
6.4 How to cancel. Tell the organizer, using the contact details on the event page and in your confirmation. You can use the cancellation form we provide, or say it in your own words — any clear statement will do. You will be refunded within 14 days of the organizer receiving your notice. If you cannot reach the organizer, contact us and we will help.
6.5 Where clause 6.2 does not apply, there is no right to cancel, and these terms are the refund policy for your purchase. An organizer may still allow a name change or an exchange where it is not required to. Ask the organizer.
7. If the event is cancelled, moved or rescheduled
7.1 The organizer is responsible for this, not Entase. The organizer is responsible for staging the event, for telling you about changes, and for refunding you.
7.2 If an event is cancelled, rescheduled or relocated, we will email you at the address you gave, as soon as the organizer records the change.
7.3 If the event is cancelled you are entitled to a full refund, including any service fee.
7.4 If the date or time changes, you can ask for your money back. The organizer must tell you what your options are and must refund you if you ask — even where the ticket would otherwise be non-refundable, and even where clause 6.1 means you have no 14-day right to cancel. The same applies if the event moves to a different city or town. Your rights under the Consumer Rights Act 2015, including that a service be performed as described, are unaffected.
7.5 How long you have to ask. Ask as soon as you can, and in any case before the new date and time. Where an event is put back by more than 14 days, the organizer may set a deadline for refund requests — but that deadline must be given to you with the notice of the change, and must leave you at least 14 days from that notice. Where you are given no deadline, you may ask at any time up to the new date and time.
7.6 Refunds go back to the payment method you used, and normally reach you within 10 days of the organizer initiating them.
7.7 If the organizer does not refund you, contact us. We will look into it with the organizer. If it cannot be resolved, you may bring your claim directly against the organizer at the address shown on the event page, or report it to Trading Standards through the Citizens Advice consumer service.
8. If something goes wrong
8.1 Contact us first — our contact details are in clause 11. We answer everything, and we can usually sort it out or get the organizer to.
8.2 Complaints about the event itself — what was performed, who performed it, the venue, the conditions — are for the organizer, and we will pass them on.
8.3 Alternative dispute resolution. If we cannot settle a complaint between us, we will tell you so, name an alternative dispute resolution body competent to handle it — The Retail ADR (or STAR if you are a member) — and say whether we agree to use that body for your complaint. You can get free advice at any time from the Citizens Advice consumer service.
8.4 Nothing in these terms affects your statutory rights as a consumer, which cannot be limited by agreement.
9. Your personal data
9.1 The organizer is the controller of the personal data you give when buying. Entase processes it on the organizer's behalf, and separately as an independent controller for operating and securing the platform, preventing fraud, and Entase's own catalogue and communications.
9.2 Our Privacy Policy explains what is collected, why, who receives it and how long it is kept.
9.3 You may complain to the Information Commissioner's Office at ico.org.uk.
10. General
10.1 These terms are governed by the law of England and Wales, and nothing here removes the protection of the mandatory consumer law of the part of the United Kingdom in which you live.
10.2 We may change these terms. The version that applies to your purchase is the one shown when you bought, and it is linked from your order confirmation. A later change does not affect a purchase already made.
10.3 If any part of these terms is found to be unenforceable, the rest continues to apply.
11. Contact
Anything about an event, a ticket or these terms: our support centre