Terms & Conditions

User Agreement
Acceptable Use Policy
Ticketing Policy for Buyers
Ticketing Policy for Sellers
Dispute Resolution Policy
Referral Agreement

Dispute Resolution Policy

  1. This Dispute Resolution Policy forms part of the User Agreement that you expressly agree to be bound by when listing, selling, buying or acquiring ticket(s) via our site. This Dispute Resolution Policy applies to disputes between buyers and sellers only. If the nature of your dispute does not involve a user's conduct, but does relate to our service, or our business generally, such matters are to be dealt with under the Dispute Resolution section of the User Agreement.
  2. When to Raise an Issue
    1. Not receiving your tickets or delay in delivery
      1. If you have not received your tickets in time for the event or there has been a delay in delivery causing you to miss the event, please raise an issue in the Your Account section of our site.
      2. This must be achieved within 48 hours of the date the delivery was due, otherwise we reserve the right to close the dispute. Please note that retaining any disputed tickets and subsequently using them to attend the event will be taken as accepting that the tickets were delivered.
    2. Other party failed to show at the agreed Meet Up location
      1. If the Meet Up did not happen and you believe it was the responsibility of the other party, please raise an issue in the Your Account section of our site.
      2. This must be achieved within 48 hours of the due Meet Up time, otherwise we reserve the right to close the dispute.
  3. Problem with your Tickets upon Receipt
    1. If you find upon receipt of your tickets that they are not as described, then an issue should be raised immediately with the procedure dependent on the delivery method, as below.
      1. Where tickets are delivered by post then please raise an issue in the 'Your Account' section of our site.
      2. Where tickets are delivered through our Drop & Collect service, they should be checked in the presence of the retailer. If they aren't as expected then please do NOT accept them, and tell the retailer why you are unhappy with them.
      3. Where tickets are delivered through our Meet Up service, tickets should be checked in the presence of the seller. If they aren't as described then please do NOT accept them, and tell the seller why you are unhappy with them.
    2. Please note that retaining any disputed tickets and subsequently using them to attend the event will be taken as accepting that the tickets received were correct.
    3. Problem with your tickets upon presentation at the venue
      1. If you find upon presentation of your tickets at the venue that they are not valid and / or result in you being denied entry, we will require you to obtain a written 'turn away notification' from the venue itself. This should outline what the problem was and provide a contact name at the venue should we require further information.
      2. An issue must then be raised in the 'Your Account' section of our site. This must be achieved within 48 hours of the event start time, otherwise we reserve the right to close the dispute. You will subsequently be sent an address to post both the unused tickets and 'turn away notification' to so that we can investigate further.
    4. Problem with buyer at time of delivery
      1. As a seller, if you believe that you properly delivered the tickets to the buyer via the agreed delivery method and that the tickets you supplied were as described, and the buyer has acted improperly, then please raise an issue in the 'Your Account' section of our site.
      2. This must be achieved within 48 hours of the due delivery date or Meet Up time, otherwise we reserve the right to close the dispute.
  4. The Process for Resolving Disputes
    1. We will endeavour to get back to you and anyone else concerned within 3 working days of the dispute being logged with us, within which time we may request further details. However if the matter is urgent (owing to a pending event date, etc.), we will prioritise your dispute accordingly.
    2. If you are a buyer, you must provide us with an order reference number, any used or unused tickets, venue 'turn away notification' or other evidence as appropriate or reasonably requested by us. These are to be provided to us at your expense.
    3. If you are a seller you must provide an order reference number, any unused tickets as appropriate, be able to prove what you paid for your tickets and any associated booking fee, and provide a receipt for delivery, delivery confirmation, or some other proof of shipment if the Post option was used. These are to be provided to us at your expense.
    4. We reserve the right to decide and close all disputes in our sole discretion. All resolutions will be final and Twickets will not be liable to you in the event that a dispute is not resolved in your favour.
  5. Reporting an Issue to PayPal
    1. If you are not satisfied with the outcome of your dispute and your transaction is covered by PayPal's Buyer Protection Policy or PayPal's Seller Protection Policy, you may contact PayPal in accordance with any time frame stipulated by PayPal, to report the issue. We will provide all reasonable assistance to you in connection with your dealings with PayPal but we shall not be liable to you in the event that PayPal does not find in your favour.
  6. Reporting an Issue to STAR (applicable to events in the UK only)
    1. We are a member of the Society of Ticket Agents and Retailers (“STAR”) and they provide a free and approved dispute resolution service for customers of STAR members for events in the UK. If we are unable to settle any dispute by negotiation and you are not satisfied with our final response, you may attempt to settle it through Alternative Dispute Resolution and can contact STAR.
    2. STAR can be contacted on 01904 234 737, or +44 1904 234737 if calling from outside the UK, or email info@star.org.uk or PO Box 708, St Leonard's Place, York, YO1 0GT. As an online trader, pursuant to European Union legislation, you may use the European Commission's Online Dispute Resolution platform, where you can access further information about online dispute resolution.
  7. Complaints about Twickets
    1. If you are unhappy with any part of our service and have a complaint, you can raise this with us via our support page.
  8. This agreement was last updated 11/2019