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Terms & conditions
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Gigantic terms & conditions

Gigantic terms & conditions

This service is operated by Gigantic Tickets Ltd on behalf of Planet Rockstock. All orders are subject to Gigantic's terms and conditions.

Following information you are about to read are the terms and conditions of trading for Gigantic Tickets Limited. If you have any questions about our terms and conditions please drop us a message using our contact form by clicking here

A quick note

Before you read Gigantic's terms and conditions we encourage you to remember that Gigantic do NOT put on or host events and are in no way responsible for changes to the events we sell tickets for be that date, time, location or line-up changes. We are also NOT responsible for the physical delivery of tickets, this is provided by the Royal Mail and DX Secure.

Gigantic are only responsible for selling tickets and providing ticketing solutions to promoters and venues.

Personal cancellation

Make sure when you book your tickets you can attend the event. Tickets are for personal use only. Once you have booked your ticket we won't be able to cancel or exchange it. If you are no longer able to attend the event, you may re-sell your ticket for the face value of ticket unless it is prohibited by law or the event organiser. It is your responsibility to check with Gigantic before attempting to resell your tickets. Any re-sale of tickets must incorporate these terms and conditions. For certain events the event organiser may apply restrictions to tickets.

Tickets sold or being offered for sale for commercial gain or profit is strictly prohibited and we reserve the right to cancel such tickets without refund and/or refuse entry to the event.

Event cancellation

If an event is cancelled by the organiser or promoter Gigantic can only refund the face value of your tickets. We will do our best to contact you by email, phone or in writing using the details you submitted to us when you booked your ticket to let you know how to return your tickets to us.

Please be aware that it is your responsibility to check that the event is going ahead as advertised. Gigantic cannot always guarantee that we can let you know of event changes, but we do try to do so. If the event is cancelled, or the date is changed after you have booked, we will be more than happy to arrange a face value refund for you. Please note that this face value refund will NOT include your booking fee. The refund will also NOT include your delivery charge if the tickets have already been posted to you

Sending tickets back

If you need to send your tickets back to us, please send them by secure mail because if your tickets get lost and don't get to us we will not be able to refund you. When the tickets arrive we will refund the face value of the tickets via the same method that you used for payment.

Ticket protection & charitable donations

Ticket protection fees and charitable donations are strictly non-refundable.

Date changes

Sometimes the date for an event that you have booked for may change. If this occurs Gigantic will contact you by email, phone or in writing to let you know if your ticket is still valid or to find out if you wish to claim a face value refund. Please note that the Booking Fee is non-refundable and Delivery Fees are only refunded if the tickets have not been dispatched yet. If there is a rescheduled date, there may be a time frame in which a refund can be claimed. If this applies it will be communicated to you on the email notifying you of the date change.

Allocated Seating Changes

Where there are production changes or amendments to the event’s seating plan, it may be necessary for us to move your seats. Provided that the new seats are of equivalent or greater value to the ones allocated at the point of purchase, a refund will not be available under these circumstances.

Event arrangements

Should an event be postponed or cancelled, Gigantic cannot be held liable for any additional costs you may incur for personal arrangements such as travel, accommodation, subsistence or any other associated service relating to the event.

Line-Up changes

If the headline artist does not appear at a gig or concert, or if the content of the event has been dramatically changed from the information which has been advertised, Gigantic will refund the face value of the tickets. This does not apply to changes of supporting acts or supporting acts not appearing.

Please note that this does not apply to festivals.

Dispatch issues

If Gigantic cannot send your tickets to you for any of the reasons below you will be entitled to a full refund, including any booking fee charged:

  • We do not receive your tickets from the organisers and cannot arrange for them to be collected.
  • We send your tickets to the wrong address and cannot provide you with replacements.
  • We send the wrong tickets to you (tickets for the wrong event, or the wrong type of tickets) and cannot arrange for correct replacements to be sent to you or to be available for collection from the venue.
  • Any other situation where Gigantic has acted in breach of contract.

Lost & stolen tickets

Make sure you keep your tickets safe, they are essentially cold hard cash! If you lose them or they are stolen, we will not be able to replace them.

Notifying Gigantic of problems

If you have a problem, for example if you haven't received your tickets, please do not leave it until the last minute to get in touch. It is important to contact us during normal office hours (Monday - Friday: 9am - 5.30pm), at least four working days before the event. No refunds will be given for the non-delivery of tickets, where you have failed to inform us at least four working days before the event takes place.

Should your tickets not arrive, we will attempt to arrange alternative means for you to gain entry to the event. Be advised that this may not be possible for tickets that are sent through secure delivery.

Ticket checking

As soon as you receive your tickets please check that they are correct and exactly what you have ordered. If your tickets are not what you have ordered please let us know immediately by contacting customerservices@gigantic.com

Detail changes

If you change your address after you have booked your tickets with us you will need to inform us of this ASAP! Gigantic cannot be liable if tickets have already been sent out to your old address. We also like to get in touch with you to let you know important event or booking information so be sure to let us know if you change your mobile number or email address.

Event admission

Admission to an event is reserved by the promoter and the venue. They may want to conduct security searches (at their reasonable discretion) for safety reasons before allowing you admission to the event. Please be accommodating to such wishes, failing to do so could result in you being refused entry to the show.

Admission to an event is at all times subject to any terms, conditions or rules of the Promoter and the venue operator. You must also adhere to the Promoter or venue operator’s specific terms of entry and protocols surrounding Covid-19 – this could be, but is not limited to, an obligation to provide negative lateral flow tests or provide vaccination certificates. If you do not comply with any Promoter or venue terms, conditions or rules then the Promoter or venue operator may refuse admission or require you or other ticket holders to leave the venue and you will not be entitled to a refund.

Admission refusal

Gigantic cannot refund tickets for anyone who is refused entry, or thrown out of a venue due to any of the following:

  • Late arrival, being or appearing to be underage (see notes below*) or declining to be searched.
  • Abusive, threatening, drunken or antisocial behaviour, which includes smoking in a no smoking area.
  • Carrying offensive weapons, illegal substances or making unauthorised audio, video or photographic recordings.

* Where an event or ticket carries an age restriction this will be clearly stated when you book your tickets. It is usually due to the license of the venue hosting the event. Please make sure you read all the information that applies to the event and ticket you want to book, and always carry proof of age if age restrictions apply.

Box office collection

If Gigantic (due to circumstances we cannot control) do not have enough time to post your tickets to you, we can make your tickets available for collection at the venue Box Office immediately before the event. We will of course let you know by email, phone or in writing (using the information you provided at the time of booking) to make you aware of this.

E-Tickets/Print At Home

For some events a ticket that is downloaded and printed will be offered. Each ticket issued will carry a unique barcode that will permit entry of 1 person. Photocopying multiple versions is futile and may result in the entire party being refused entry.

Ticket usage

By ordering tickets with Gigantic you agree the tickets that you buy are for personal use by you and your party only. Purchasing tickets with Gigantic means that you agree that the tickets will not be resold at any point. If you do sell or attempt to resell your tickets at a higher price than you have purchased them for, Gigantic may cancel any and all orders you hold with us without notice.

Ticket allowance

When booking your tickets you will notice a maximum number of tickets that you are allowed to book. If you order more tickets than the maximum stated, we reserve the right to cancel the order. The maximum ticket allowance applies per person, per card and per household. We implement a maximum ticket allowance in order to give everyone a fairer chance of getting tickets for events.

Delivery issues

If Gigantic send you your tickets and they are returned to us as "addressee unknown" we reserve the right to cancel your order. This is another example of why it is crucial that you make sure we have your correct and up to date details when you place a ticket order with us.

Ticket variants

Where we use the term "ticket" or "tickets" in these terms and conditions, during the booking process and in confirmation emails, we refer to the method by which you gain entry to an event, which may not always involve the issuing of a traditional "paper" ticket. For example, you may be issued with a wristband. In addition, some venues now operate a "ticketless" approach where an order is for collection at the venue box office only. If this is the case we will make you aware of this.

Payment issues

Orders are accepted subject to payment being received from the card issuer. If we are unable to obtain payment, we reserve the right to cancel your order. However, we will do our best to contact you and obtain payment by other means first of all.

Fraud checks

With fraud unfortunately being a growing concern in our industry, you may be asked to provide us with additional information after your booking so that we can verify your purchase. Please understand that this is for the safety of your ticket purchase and the security of your card information.

Refunds

Where you are due a refund; the refund will be made to the original card used for purchase. This will normally show in your account 14-28 working days from the date of the refund being issued. If the card used has expired or you no longer have the account, we must wait for the refund to be rejected by the issuing bank. This will extend the timescale in getting the refund to you. Only when the refund has been rejected, can we then issue the refund to an alternative card. We may ask you for written confirmation that this new card belongs to you and you agree for the refund to be applied to it; failure to provide this confirmation will mean we cannot process a refund to you.

In cases where a refund is due and Gigantic do not hold the ticket funds, or Gigantic wasn’t acting as the payment processor for the event; Gigantic will try and initiate the refund with the promoter directly on your behalf, however; the responsibility and liability for issuing refunds lies with the event promoter/payment processor.

Bank charges

All payment and refund transactions, irrespective of currency, originate from the UK. Gigantic cannot be held liable for any additional charges your bank or credit card provider may apply to your transaction, such charges are completely out of our control.

Data protection

By placing an order you confirm that you understand that you are agreeing to being contacted by Gigantic and the event's organiser with marketing information about tickets for artists and events that may be of interest to you and other related information. If you do not wish to receive this information you will be able to opt out of any future marketing emails via unsubscribe links.

Ticket protection and Refund Plan terms & conditions

For orders placed on or before 31st March 2023; To view the terms and conditions for ticket protection provided by Ticketplan please click here.

For orders placed on or after 1st April 2023; To view the terms and conditions for The Refund Plan please click here.

Pricing errors

While we try and ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of ticket(s) you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid, you will receive a full refund.

Order acceptance

Acceptance of your order and the completion of the contract between you and us will take place on dispatch to you of the ticket(s) ordered unless we have notified you that we do not accept your order.

Privacy policy
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Gigantic privacy policy

Privacy Policy

Introduction

This policy sets out how we collect, process and hold your personal data if you visit gigantic.com, and any site where the top-level domain is gigantic.com, "Website(s)", or otherwise provide personal data to us. We are Gigantic Tickets Limited ("we", "us" and "our"), registered in England and Wales under registration number 06044575, and our registered office is 100 Gray's Inn Road, Fourth Floor, London, England, WC1X 8AL. Trading Office: 3-5 High Pavement, Nottingham, NG1 1HF.

We are the data controller of your personal data.

You can contact us using any of the methods listed on our contact page, https://www.gigantic.com/contact-us

Personal Data We Collect

  • We collect, process, store and use personal data when you book a ticket to an event, including:
    • Your Name
    • Shipping and/or Billing Address
    • Email Address
    • Phone Number
    • Payment Information
  • From time to time we may also ask for additional information when booking tickets. Details of which will be made clear during the checkout process. This may be information relating to your age, location, preferences, vehicle details, or any other information required by the event organiser.
  • We may also collect personal data that you give to us about other people if you register them to attend an event. You agree that you have notified any other person whose personal data that you provide to us of this privacy policy and, where necessary, obtained their consent so that we can lawfully process their personal data in accordance with this policy.
  • All personal data that you provide to us must be true, complete and accurate. If you provide us with inaccurate or false data, and we suspect or identify fraud, we will record this.
  • You do not need to provide us with any personal data to access our Website. However, we may still collect the information set under the Data We Automatically Collect section of this policy, and marketing communications in accordance with the Marketing Communications section of this policy.
  • When you contact us by email or post, we may keep a record of the correspondence and we may also record and log any telephone call we have with you.

Data We Automatically Collect

When you visit our Website(s), we, or third parties on our behalf, automatically collect and store information about your device and your activities. This information may include:

  • your computer or other device's unique ID number
  • technical information about your device such as type of device, web browser or operating system
  • your preferences and settings such as time zone and language
  • statistical data about your browsing actions and patterns

Marketing Communications

If you sign up to our mailing list, or; opt in to receive marketing communications from us during the checkout process, when telling us you'd like to be updated on ticket availability or reminded when an event goes on sale; you consent to the processing of your data to send you such communications, which may include newsletters, blog posts, surveys and information about new events. We retain a record of your consent.

You can choose to no longer receive marketing communications by clicking unsubscribe from a marketing email.

Where you have given marketing consent, we may share your information with whom you have given us consent to do so. This may include the Event Organiser, Venue or Artist. This information may be used by them for marketing. You will be able to opt out of their marketing at any time by either contacting them directly, or following the instructions given on any marketing they send you. You should also refer directly to their privacy policy.

How We use Your personal data

We will use your personal data in order to comply with our contractual obligation to supply to you the tickets to an event that you have booked, including to contact you with any information relating to the event, to deliver the event to you in accordance with any requests you make and that we agree to, and to deal with any questions, comments or complaints you have in relation to the event.

We may also use your personal data for our legitimate interests, including dealing with any customer services you require, enforcing the terms of any other agreement between us, for regulatory and legal purposes (for example anti-money laundering), for audit purposes and to contact you about changes to this policy.

Who We Share Your Data With

To facilitate your entry into the event you have booked tickets for, or to fulfill our contractual obligation with which you are a party, your information may be shared with the Event Organiser, Venue or Artist. You will be informed who the Event Organiser is at the time of purchase.

Where you submit a refund claim under your ticket protection provided by TicketPlan, we may need to share your information with TicketPlan to facilitate the refund and validate your entitlement to claim.

We may also share your personal data with any service providers, sub-contractors and agents that we may appoint to perform functions on our behalf and in accordance with our instructions, including payment providers, event ticketing providers, email communication providers, IT service providers, accountants, auditors and lawyers.

Under certain circumstances we may be required to disclose your personal data under applicable laws and/or regulations, for example, as part of anti-money laundering processes, to prevent fraud or to protect a third party's rights, property, or safety.

We may also share your personal data in connection with, or during negotiations of, any merger, sale of assets, consolidation or restructuring, financing, or acquisition of all or a portion of our business by or into another company.

Third-Parties

Our Website(s) may contain links to other third-party sites, to which we have no control over. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this policy. You should exercise caution and look at the privacy policy applicable to the site in question.

Cookies

A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser on your computer's hard drive. The identifier is then sent back to the server each time the browser requests a page from the server.

Cookies may be either "persistent" or "session" based: a persistent cookie will be stored by your web browser and will remain valid until its set expiry date, unless deleted by the you before the expiry date; a session cookie, will expire at the end of the your session, when the web browser is closed.

Cookies do not typically contain any information that personally identifies you, but personal information that we store about you may be linked to the information stored in a cookie.

Managing Cookies

Most browsers allow you to refuse to accept cookies and to delete cookies. The methods for doing so vary by browser. You may be able to obtain information about blocking and deleting cookies via these links:

Blocking all cookies will have a negative impact on your browsing experience and will prevent you from being able to book tickets with us.

Cookies We Use

Cookie Name Purpose Expiration Period Category
_gsession To keep track of your current session Session Required
_gmdb, g_srvr Service management cookies Session Required
g_access_id, g_access_token Used to restrict user traffic to our servers to prevent overload when our service is busy Session Required
X-Mapping-fjhppofk Used to make sure your requests are routed to the correct servers Session Required
Google Analytics
__utma Used to distinguish users and sessions 2 years Optional
__utmb Used to determine new sessions/visits 30 minutes Optional
__utmc Used to determine whether your request is a new session/visit. Session Optional
__utmt Used to throttle request rate. 10 minutes Optional
__utmz Stores the traffic source or campaign that explains how you reached our site 6 months Optional
_ga Used to distinguish users. 2 years Optional

Security

  • We shall process your personal data in a manner that ensures appropriate security of the personal data, including protection against unauthorised or unlawful processing and against accidental loss, destruction or damage, using appropriate technical or organisational measures. All information you provide to us is stored on our secure servers. Any payment transactions are encrypted using industry standard form of secure encryption.
  • Where we have given, or you have chosen a password, you are responsible for keeping this password confidential.

Data Retention

  • If you register with us, we shall retain your personal data until you close your account.
  • If you receive marketing communications from us, we shall retain your personal data until you opt out of receiving such communications.
  • If you have booked a ticket with us or contacted us with a question or comment, we shall retain your personal data for 10 years following the last contact or booking your made with us.

Your Rights

  • You have the right to confirmation as to whether or not we process your personal data and, where we do, access to a copy of the personal data, together with certain additional information. That additional information includes details of the purposes of the processing, and the recipients, if any, of the personal data.
  • You have the right to have any inaccurate personal data, we hold about you, rectified and, to have any incomplete personal data about you completed.
  • In some circumstances you have the right to the erasure of your personal data without undue delay. Those circumstances include: the personal data we hold is no longer necessary in relation to the purposes for which it was; you withdraw consent to consent-based processing; the processing is solely for direct marketing purposes; or the personal data has been unlawfully processed. However, there are exclusions of the right to erasure. The general exclusions include where processing is necessary under legitimate interest: to fulfill our contractual obligation with which you are a party, i.e. process and deliver to you the tickets or service you ordered; for compliance with a legal obligation; or for the establishment, exercise or defence of legal claims.
  • You have the right to object to our processing of your personal data for direct marketing purposes (including profiling for direct marketing purposes). If you make such an objection, we will cease to process your personal data for this purpose.
  • To the extent that the legal basis for our processing of your personal information is consent, you have the right to withdraw that consent at any time.

General

  • If any provision of this policy is held by a court of competent jurisdiction to be invalid or unenforceable, then such provision shall be construed, as nearly as possible, to reflect the intentions of the parties and all other provisions shall remain in full force and effect.
  • This policy shall be governed by and construed in accordance with the law of England and Wales, and you agree to submit to the exclusive jurisdiction of the English Courts.
  • We may change the terms of this policy from time to time. You are responsible for regularly reviewing this policy so that you are aware of any changes to it. If you continue to use our website(s) or service after the time we state the changes will take effect, you will have accepted the changes.
  • If you have any complaints in relation to this policy or otherwise in relation to our processing of your personal data, you should contact the UK supervisory authority: the Information Commissioner, see www.ico.org.uk.

Gigantic Tickets Limited Privacy Policy (May 2018)

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