purchase policy

last updated: march 2025

when a ticket is purchased through gel the customer is agreeing to our purchase policy. we encourage people to fully read our purchase policy, but understand this is time-consuming and unrealistic. in an effort to be completely transparent and prevent blind agreements, we have summarised key policy points into a few short paragraphs. please read them below, and if you fancy a deep dive, our full policy follows.

what you need to know

gel acts as a ticketing platform on behalf of Event Organisers — the promoters, venues, and people who organise events. when a ticket is purchased through the platform, a contract is created between the customer and the Event Organiser. gel is not responsible for any changes to the event.

ticket prices displayed at checkout are the amount to be paid in full and upfront, and limits may be set on the number of tickets that can be purchased. once a transaction is complete, a confirmation email will be sent and a ticket allocated to the account. without a confirmation email, the transaction is not complete and no ticket will be provided.

each ticket grants admission for one person, and cannot be transferred, refunded, or resold at a higher price. it is the customer's responsibility to complete the purchase using correct details, arrive at the event on time, and comply with the Event Organisers' entry policies. gel does not accept responsibility if these criteria are not met and entry is refused.

if an event is cancelled or rescheduled, the customer is entitled to a full refund excluding the booking fee, which is retained by the payment provider and cannot be returned. once the Event Organiser has confirmed the cancellation, and provided the funds, gel will process the transaction. in the event of a fraudulent ticket purchase, the ticket will be invalidated, the account suspended, and the payment refunded to the original account. if a ticket is duplicated, it will be invalidated and the account risks suspension.

customer data will only be used to complete purchases and fulfil event attendance.

this purchase policy is governed by and construed in accordance with the laws of england and wales.

purchase policy

grassroots events london (gel) acts as a ticketing agent on behalf of Event Organisers — the promoters, venues, and organisers who are ultimately responsible for each event. when you buy a ticket, your contract is with the Event Organiser, not gel. prices are as shown at checkout, payment must be made in full upfront, and your ticket is stored in your account. ticket limits apply per event, and you're responsible for checking all event details before attending.

tickets are non-refundable except where an event is cancelled or rescheduled by the Event Organiser, and even then refunds can only be processed once gel has received the funds back from the Event Organiser. unauthorised resale is strictly prohibited — any permitted transfers must be to a registered user and never above face value. the gel's liability is capped at the ticket price paid, and it bears no responsibility for travel, accommodation, refused entry, or the quality of the event itself. english law governs the policy, and complaints can be directed to the support team.

1. who we are

gel operates as a disclosed ticketing agent, selling tickets via our platform on behalf of promoters, organisers, managers, artists and venues (Event Organisers). when you purchase a ticket through us, the underlying contract for that ticket is formed between you and the relevant Event Organiser, not with gel.

we sell tickets allocated to us by Event Organisers. as a result, availability and inventory for each event is controlled by the Event Organiser, and we do not guarantee the availability of any particular ticket.

from time to time, gel may itself act as an Event Organiser. where this is the case, it will be clearly stated in the event listing.

2. your contract

2.1 applicable terms

any ticket or other item purchased through our platform is subject to:

• this purchase policy
• any additional terms and conditions of the relevant Event Organiser, which may be found on their website, at the venue, or disclosed during the purchase process

2.2 forming the contract

when you click 'Pay [amount]' or an equivalent button on our platform, you are making an offer to purchase the ticket(s). that offer is only accepted on behalf of the relevant Event Organiser once you receive a confirmation communication from us. it is your responsibility to provide a valid and accurate email address so that we can send you this confirmation.

2.3 Event Organiser responsibility

where gel is not the Event Organiser, we accept no liability or responsibility for:

• the quality, content, or nature of any event
• your view at the venue, sound quality, or accessibility of the event (gel endeavours to provide accurate and up-to-date accessibility information, however the changing nature of spaces mean we cannot be responsible if information is incorrect)
• any changes to an event, including cancellations, which are the sole responsibility of the Event Organiser

2.4 your ticket

upon purchase, your ticket will be stored within your account on gel. you are responsible for checking all event details carefully before and on the day of the event. your ticket must be presented upon request for each ticket holder. for certain events, the venue may ask you to verify your identity or age by providing a valid photo id.

2.5 ticket limits

when purchasing tickets, you may be limited to a maximum number of tickets per event, as specified on the event listing or order page. gel reserves the right to cancel any orders in excess of this limit without prior notice.

3. prices and payment

3.1 pricing

the price displayed at the time you place your order is the price you will pay. all prices include applicable vat. ticket prices may go up or down over time, but you will always be charged the price shown when you complete your purchase.

3.2 payment methods

we accept payment using stripe and accept any payment method that is compatible with the platform. payment must be received in full before tickets will be issued to you.

3.3 pricing errors

we take all reasonable steps to ensure that prices displayed on our platform are accurate. if we discover an error in the price of your order, we will contact you as soon as possible and give you the option to either reconfirm your order at the correct price or cancel it. if we are unable to contact you within a reasonable period, we reserve the right to treat your order as cancelled and refund any payment taken.

4. event cancellations and changes

4.1 no general right of cancellation for tickets

by purchasing a ticket, you agree to waive any right you may otherwise have to withdraw from the contract. once purchased, tickets cannot be exchanged or refunded except in the limited circumstances set out in clause 4.2.

4.2 event cancellation

if an event is cancelled, the Event Organiser is responsible for establishing and honouring a refund policy. subject to gel receiving the relevant funds from the Event Organiser, we will arrange refunds to ticket holders on the Event Organiser's behalf. we aim to process any such refund within five (5) working days of receiving the funds. gel will only process a refund where:

• we are instructed to do so by the Event Organiser; and
• we have received the relevant refund amount from the Event Organiser

4.3 postponed or rescheduled events

if an event is postponed or rescheduled by the Event Organiser, you may be given the option (subject to local laws and the Event Organiser's own policy) to either transfer your ticket to the new date or, where the event partner permits, request a refund. gel will inform you of the Event Organiser's procedure for such circumstances. we will not be able to provide any refund unless the correct funds are received from the Event Organiser.

4.4 notification of changes

when we are notified by an Event Organiser of a cancellation or change to an event, we will endeavour to contact you using the email address or phone number you provided when registering, and will inform you of the event partner's procedure for any applicable reimbursement. it is your responsibility to ensure your contact details are kept up to date.

4.5 no refund after the event

we will not reimburse the cost of purchased tickets after an event has taken place, unless instructed otherwise by the Event Organiser. you will not be entitled to any refund if you:

• are unable to attend an event for any reason
• make an error when purchasing tickets (for example, purchasing the wrong quantity)
• are refused entry to, or removed from, an event by the Event Organiser

5. resale and transfer of tickets

5.1 prohibition on unauthorised resale

you may not resell, transfer, or attempt to resell or transfer your ticket except as expressly permitted under clause 5.2 below, or as otherwise permitted by applicable law. you may not duplicate a ticket in any way, including by taking a screenshot or sharing access details with another person.

5.2 consequences of unauthorised resale

any resale or transfer in breach of clause 5.1 is a material breach of this purchase policy. we reserve the right to immediately cancel, confiscate, or invalidate the relevant ticket(s) without refund or compensation, and to suspend or permanently terminate your account.

5.3 face value cap

any permitted transfer of a ticket must not be for a price exceeding the original face value of the ticket. gel reserves the right to conduct checks to verify compliance with this requirement. any person found to have transferred, or offered to transfer, a ticket for a price above face value, or for any commercial purpose (including use in prize draws or competitions), may have their ticket cancelled without refund and their account suspended.

5.4 responsibility after transfer

once a ticket is successfully transferred to a recipient, all rights in relation to that ticket vest in the recipient. the original purchaser (the "sender") bears no further rights in relation to the ticket. any payment between sender and recipient is a private arrangement between those parties; gel accepts no responsibility for such arrangements. in the event of a cancellation, any refund will be issued to the sender as the original purchaser.

6. admission to events

6.1 rules of admission

rules of admission are determined by the Event Organiser and the venue. these may include security checks and identity verification. by purchasing a ticket, you acknowledge that the Event Organiser reserves the right, on reasonable and lawful grounds, to refuse entry to or remove any ticket holder from the event without obligation to offer a refund or compensation. this includes, without limitation, where a ticket holder:

• has behaved, or is likely to behave, in a manner that affects the enjoyment or safety of other attendees
• uses threatening, abusive, or insulting words or behaviour
• appears to be under the influence of alcohol or drugs
• fails to produce valid proof of identity or age when required
• fails to comply with the venue's terms and conditions

6.2 no refund for refused entry

gel accepts no liability if you are refused entry to, or removed from, an event by an Event Organiser or venue. you will not be entitled to a refund in such circumstances.

6.3 age restrictions

some events are subject to age restrictions. it is your responsibility to check the age requirements of any event before purchasing a ticket. you may be asked to provide a valid photo id at the venue. if you are unable to provide satisfactory proof of age, you may be refused entry and you will not be entitled to a refund.

6.4 ticket required for entry

a valid ticket must be presented to gain admission to the event. you and any guests are responsible for retaining your tickets at all times while attending the event. gel is not responsible for lost or stolen devices or tickets. venues may, at their discretion, allow entry without a device by verifying your identity, but this is not guaranteed.

7. fraud and security

7.1 suspected fraudulent purchases

we reserve the right to cancel and revoke any ticket, and to issue a full refund to the original payment card holder, where we have reasonable grounds to suspect that a purchase was made fraudulently or using a stolen payment card.

7.2 investigation confidentiality

where clause 7.1 applies, we are not obligated to inform you of the cancellation or the grounds for our suspicion, in order to protect the integrity of our fraud detection processes.

7.3 disputes

if you believe your tickets have been incorrectly cancelled as a result of a suspected fraud investigation, you may contact our support team at hello@gel.now to raise a dispute.

7.4 automated purchasing

you agree not to use any automated software, bot, script, or other unauthorised means to purchase tickets through our platform. we reserve the right to cancel any transaction we reasonably suspect was made in breach of this requirement, without prior notice.

8. liability

8.1 platform liability

gel is not responsible for:

• loss or theft of personal devices or tickets
• personal arrangements including travel, accommodation or hospitality in connection with any event
• any loss of enjoyment or wasted expenditure in connection with an event
• any exchange or bank fees incurred in the course of payment or reimbursement
• tickets purchased through third parties or unofficial channels

8.2 liability cap

except as otherwise set out in this purchase policy, our total liability to you in connection with a ticket purchase is limited to the price paid by you for the relevant ticket, or £5 (whichever is greater).

8.3 exclusions from limitation

nothing in this purchase policy limits or excludes our liability for:

• death or personal injury resulting from our negligence
• fraud or fraudulent misrepresentation
• any other liability that cannot be lawfully excluded or restricted

9. your data and privacy

your personal data is collected and used when necessary to fulfil our service. by purchasing a ticket or other item through our platform, you agree that we may share necessary information (such as your name, email address, and ticket details) with the relevant Event Organiser and, where required, any third-party platform used to deliver or manage access to your ticket. we will only share the information necessary to fulfil your purchase and enable your attendance.

when your data is shared with a third-party platform, that platform will handle your information in accordance with its own privacy policy, which we recommend you review.

10. general

10.1 governing law

this purchase policy is governed by and shall be construed in accordance with english law. any disputes arising out of or in connection with your purchase are subject to the exclusive jurisdiction of the english courts.

10.2 third party rights

except for Event Organisers (who shall have the right to enforce any term expressly granted for their benefit), no person other than a party to this purchase policy shall have any right to enforce any of its terms.

10.3 severability

if any provision of this purchase policy is found to be unenforceable or invalid for any reason, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

10.4 complaints

if you have a complaint about your purchase or our service, please contact us at hello@gel.now. if we are unable to resolve your complaint, you may have the right to refer the matter to an alternative dispute resolution body. for further information about your statutory rights as a consumer, please visit citizens advice at www.citizensadvice.org.uk.

10.5 amendments

we reserve the right to update or amend this purchase policy from time to time. the version in force at the time of your purchase will apply to that transaction. we encourage you to review this policy each time you make a purchase.