Ticket Terms & Conditions


1. Any use of IAAF World Indoor Championships tickets (“Tickets”) and admission to the venue shall be subject to the following terms and conditions (“Terms and Conditions”) and such other rules (“Rules”) as may be established by the IAAF and the local organising committee for the Event, and the venue owner (collectively, the “Authorities”).  Anyone who purchases or uses Tickets shall be deemed to have agreed to the provisions of the Terms and Conditions and the Rules.

2. The Ticket constitutes a revocable licence.  In addition to other available remedies, the Authorities shall have the right to cancel and/or require the return of tickets and/or refuse admission or expel a person from the venue, if he or she is in violation of these Terms and Conditions or the Rules, without any refund.

3. A Ticket Holder assumes all risks and dangers associated with his/her attendance at the Event including any bodily harm and property damage or loss incidental to attendance at the Event whether occurring prior to or during the Event unless the harm, damage or loss is caused by the wilful misconduct or gross negligence of one of the Authorities, in which case, the liability shall be several and limited to the Authority that acted with wilful misconduct or gross negligence.

4. Any person attending the Event shall not record or transmit, or in any other manner disseminate, particularly via the Internet any sound, image, description, or results of the Event, in whole or in part, or assist any other person(s) conducting such activities.

5. Any person attending the Event shall be deemed to have given his or her irrevocable consent to the use by the IAAF or its designees, free of charge, of his or her voice, image and likeness in live or recorded video display, broadcast or other transmission or recording, photographs, or any other media now or hereafter existing, taken or recorded in connection with the Event.

6. Any person ordering or using Tickets shall be deemed to have given his or her consent to the Authorities for the use of any personal or other information appearing on the order form or disclosed in a phone order for or in connection with the operation and management of the Event.

7. Only the purchaser of Tickets and those designated in the order form as accompanying him or her shall have the right to use such Tickets.  Neither the purchaser nor those accompanying him or her may sell or otherwise transfer such Tickets without the prior written approval of the IAAF.

8. All sales are final. Tickets cannot be replaced if lost, destroyed or stolen.

9. Tickets may not be used for advertising, sales promotion or any other commercial purposes (including, but not limited to, offers for sale, use as a premium, give-away or prize in a competition or sweepstake) without the prior written approval of the IAAF.

10. It is prohibited to take into any stadia where an Event takes place any of the following items (hereinafter referred to as “Prohibited Items”);

- bottles, cans, coolers, thermos, alcoholic beverages, containers, picnic baskets, food, strollers, certain banners, poles, weapons, umbrellas, balls, frisbees, fireworks, flares and smoke bombs,

- any promotional or commercial item of whatever nature including but not limited to banners, badges, signs, symbols and leaflets.

- any equipment or device capable of being used for the recording, transmission or dissemination by any other manner of sound, images, description or results of the Event, particularly via the Internet.

11. For the purposes of security and the orderly and smooth implementation of the Event, if requested by the Authorities all persons shall be required to cooperate in respect of providing evidence of identity, conducting inspections of personal belongings, confiscation of Prohibited Items, and/or body checks.

12. Should any provision(s) of these Terms and Conditions be declared unenforceable by any court of competent jurisdiction, the remainder of these Terms and Conditions shall remain in effect as if such invalid or unenforceable provision(s) had not been contained.

13. The Ticket holder agrees that in connection with any dispute regarding the use of a Ticket or attendance at the Event, will submit the dispute to arbitration in accordance with the rules of the London Court of International Arbitration.


The Ticket Factory Terms & Conditions



Terms of website use last updated: 16.04.15

This site is operated by The National Exhibition Centre Limited.

These terms of use (together with the documents referred to in them) set out the rules governing your use of our website ("our site"), whether as a guest or a registered user. Use of our site includes accessing, browsing, or registering to use our site.

Please read these terms of use carefully before you start to use our site, as these will apply to your use of our site. We also recommend that you print a copy for future reference. By using our site, you confirm that you accept these terms of use and that you agree to comply with them.

If you do not agree to these terms of use, you must not use our site.

These terms of use supplement (and are in addition to) the terms of our Privacy Policy and our Cookie Policy. Our Privacy Policy sets out the terms on which we process any personal data we collect from you or that you provide to us. By using our site, you consent to such processing and you warrant that all data provided by you is accurate. Our Cookie Policy sets out information about the cookies we use on our site.
If you purchase goods or services through our site, the relevant terms and conditions of supply for the relevant product or service will also apply.  These will be clearly signposted on our site or during the order process.
We may revise these terms of use at any time by amending this page. Please check this page from time to time to take notice of any changes we made, as they are binding to you. We may also update our site from time to time, and may change the content at any time. However, please note that any of the content on our site may be out of date at any given time, and we are under no obligation to update it. Some of the provisions contained in these terms of use may also be superseded by provisions or notices published elsewhere on our site. We do not guarantee that our site, or any content on it, will be free from errors or omissions.
Our site is made available free of charge. We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. Access to our site is permitted on a temporary basis. We may suspend, withdraw, discontinue or change all or any part of our site without notice. We will not be liable to you if for any reason our site is unavailable at any time or for any period. You are responsible for making all arrangements necessary for you to have access to our site. You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.
You may use our site only for lawful purposes. You may not use our site:
- In any way that breaches any applicable local, national or international law or regulation.
- In any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect.
- For the purpose of harming or attempting to harm minors in any way.
- To send, knowingly receive, upload, download, use or re-use any material which does not comply with our content standards.
- To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam).
- To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.
You also agree:
- Not to reproduce, duplicate, copy or re-sell any part of our site in contravention of these terms of use.
- Not to access without authority, interfere with, damage or disrupt any part of our site, any equipment or network on which our site is stored, any software used in the provision of our site or any equipment or network or software owned or used by any third party.
We may from time to time provide interactive services on our site, including, without limitation, chat rooms, bulletin boards and blogs ("interactive services"). Where we do provide any interactive service, we will provide clear information to you about the kind of service offered, if it is moderated and what form of moderation is used (including whether it is human or technical). Where we do moderate an interactive service, we will normally provide you with a means of contacting the moderator, should a concern or difficulty arise.

We will do our best to assess any possible risks for users (and in particular, for children) from third parties when they use any interactive service provided on our site, and we will decide in each case whether it is appropriate to use moderation of the relevant service (including what kind of moderation to use) in the light of those risks. However, we are under no obligation to oversee, monitor or moderate any interactive service we provide on our site, and we expressly exclude our liability for any loss or damage arising from the use of any interactive service by a user in contravention of our content standards, whether the service is moderated or not.

The use of any of our interactive services by a minor is subject to the consent of their parent or guardian. We advise parents who permit their children to use an interactive service that it is important that they communicate with their children about their safety online, as moderation is not fool proof. Minors who are using any interactive service should be made aware of the potential risks to them.
These content standards apply to any and all material which you contribute to our site ("contributions"), and to any interactive services associated with it. You must comply with the spirit and the letter of the following standards. The standards apply to each part of any contribution as well as to its whole. You warrant that any such contribution does comply with the standards listed below, and you will be liable to us and indemnify us for any breach of this warranty.

Contributions must be accurate (where they state facts), be genuinely held (where they state opinions) and comply with applicable law in the UK and in any country from which they are posted.

Contributions must not:
- Contain any material which is defamatory of any person.
- Contain any material which is obscene, offensive, hateful or inflammatory.
- Promote sexually explicit material.
- Promote violence.
- Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.
- Infringe any copyright, database right or trade mark of any other person.
- Be likely to deceive any person.
- Be made in breach of any legal duty owed to a third party, such as a contractual duty or a duty of confidence.
- Promote any illegal activity.
- Be threatening, abuse or invade another’s privacy, or cause annoyance, inconvenience or needless anxiety.
- Be likely to harass, upset, embarrass, alarm or annoy any other person.
- Be used to impersonate any person, or to misrepresent your identity or affiliation with any person.
- Give the impression that they emanate from us, if this is not the case.
- Advocate, promote or assist any unlawful act e.g. copyright infringement or computer misuse.
If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use. If you have any concerns regarding your user identification code or password or become aware of any misuse then you must inform us immediately.
We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it.  Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

The content on our site is made available for your personal non-commercial use only and you may only download such content for the purpose of using this site. You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors. Other than as set out in these terms of use, any other use of the content on this site is strictly prohibited and you agree not to (and agree not to assist any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such content.
The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up-to-date.
Nothing in these terms of use excludes or limits our liability for death or personal injury arising from our negligence, or our fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

To the extent permitted by law, we exclude all conditions, warranties, representations or other terms which may apply to our site or any content on it, whether express or implied.

We will not be liable to any user for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with your use of, or inability to use, our site or your use of or reliance on any content displayed on it.

If you are a business user, please note that in particular, we will not be liable for loss of profits, sales, business, or revenue, business interruption, loss of anticipated savings, loss of business opportunity, goodwill or reputation or any indirect or consequential loss or damage.

If you are a consumer user, please note that we only provide our site for domestic and private use.

You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

We will not be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our site or to your downloading of any content on it, or on any website linked to our site.

Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any goods or services by us to you, which will be set out in our terms and conditions of supply.
We do not guarantee that our site will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes and platform in order to access our site. You should use your own virus protection software.

You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack.

Third party links and resources on our site - Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only and should not be interpreted as endorsement by us of those linked websites. We have no control over the contents of those sites or resources and accept no responsibility for them or for any loss or damage that may arise from your use of them.
We will determine, in our discretion, whether there has been a breach of these terms of use through your use of our site.  When a breach of this policy has occurred, we may take such action as we deem appropriate. 

Failure to comply with these terms of use may result in our taking all or any of the following actions:
- Immediate, temporary or permanent withdrawal of your right to use our site.
- Immediate, temporary or permanent removal of any posting/material uploaded by you to our site.
- Issue of a warning to you.
- Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach.
- Further legal action against you.
- Disclosure of such information to law enforcement authorities as we reasonably feel is necessary.

We exclude liability for actions taken in response to breaches of these terms of use.  The responses described in this policy are not limited, and we may take any other action we reasonably deem appropriate.
If you are a consumer, please note that these terms of use, its subject matter and its formation, are governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. If you are a business, these terms of use, its subject matter and its formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.

Thank you for visiting our site.

The National Exhibition Centre Limited, The National Exhibition Centre, Birmingham, West Midlands, B40 1NT.
Registered in England with Company Number 0097939. VAT Number 670 3116 63.

The National Exhibition Centre Limited operates using the trading names NEC Group, the NEC, the ICC, the Genting Arena, the Barclaycard Arena, Amadeus, The Ticket Factory, NEC Group International, Amplify, Eight Feet Tall and MemoryHaus.
These terms and conditions apply to tickets purchased from this site. These terms and conditions do not and shall not affect your statutory rights as a consumer. For further information about your statutory rights contact Citizens Advice (www.adviceguide.org.uk).

The Ticket Factory is the operator of this site and offers tickets for sale on this site on behalf of promoters, venues or other persons (“Ticket Suppliers”). Any ticket sold on this site is sold by The Ticket Factory on behalf of the Ticket Supplier.

Purchasing your ticket

The purchase of tickets on this site is subject to availability and subject to acceptance by The Ticket Factory.

We use our best efforts to ensure that the prices of tickets displayed are correct. It is always possible that, despite our best efforts, some tickets on our site may be incorrectly priced. If we discover an error in the price of a ticket you have ordered we will contact you to inform you of this error. You will have the option of continuing with the purchase at the correct price or cancelling your order. If we are unable to contact you using the contact details provided during the order process, we will treat the order as cancelled and notify you of the cancellation.

For certain events, Ticket Suppliers may apply restrictions to tickets. Where a restriction applies to the number of tickets that may be purchased (whether per person, per credit card or per household) and tickets are purchased in excess of this number we may cancel the excess tickets.

Certain events may not be appropriate for children and an age restriction will apply. Please note that where age restrictions apply you will need to bring proof of age - we will refuse entry to anyone who is, or appears to be, under the applicable age.

If we suspect that your ticket has been purchased fraudulently we may cancel your booking.

Ticket fees applicable to your ticket

Fees may be payable for the purchase of the ticket. Details of all fees payable for your tickets will be clearly set out during the purchase process.

Fees may include a fee per ticket and/or a fee per order. For certain venues a renovation levy may also apply.

Receiving your tickets

Your tickets will be posted to the billing address of the debit/credit card holder. For e-tickets, your e-ticket will be sent to the email address registered during the ordering process.

We aim to dispatch your tickets as soon as possible however we are not able to specify the exact date of dispatch. If you have not received your tickets 5 days prior to the event, please contact us with details of your booking.

In certain circumstances it may be necessary to collect your tickets from the venue. If you are collecting your tickets from the venue, please bring your acknowledgement of order and the credit/debit card used to make the order with you.

When you receive your tickets please carefully check them as mistakes cannot always be rectified.

If your tickets are returned to us we may choose to cancel your booking and refund you the ticket price. You will not be refunded the ticket fees.

Reselling your tickets

Tickets are for personal use only. 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 Ticket Supplier. It is your responsibility to check with the Ticket Supplier before offering tickets for resale. Any re-sale of tickets must incorporate these terms and conditions.

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

Requesting refunds

Tickets cannot be refund or exchanged after purchase (unless the event has been cancelled, postponed or changed : see below).

If you have purchased additional items with your ticket then you can cancel any of these items and may be entitled to a refund. Please note that the following items are non-refundable: drinks packages; lockers for festivals; charitable donations; camping and campervan passes; goodie bags or show shopping bags. Where you have received the items, please return items in the original condition, unused, in the original packaging, with garment tags and any other security devices still attached to The Ticket Factory, PO Box 3348, Birmingham B40 1NS within 14 days of receipt.

This does not apply to faulty or incorrectly supplied goods or services where your statutory rights are unaffected.

Cancellation, postponement or changes to your event

Occasionally events may be changed, postponed or cancelled. It is your responsibility to check that the event is going ahead as staged.

If, in the reasonable opinion of the Ticket Supplier, material changes have been made to your event, you will be able to obtain a refund of the ticket price including fees. Changes to supporting acts; members of a band; line-up of any multi-performer event or the use of understudies will not be a material change.

If your event is postponed your ticket will be valid for the rescheduled date. If you are unable to attend the rescheduled date you will be able to obtain a refund of the ticket price including fees.

If your event is cancelled, you will be able to obtain a refund of the ticket price including fees.

In order to claim your refund, please apply in writing to The Ticket Factory, PO Box 3348, Birmingham B40 1NS enclosing your unused tickets. Your unused tickets must be received by The Ticket Factory within 14 days of the date of notification of the changes, postponement or cancellation. Refunds will only be processed upon receipt of the original tickets.

At the venue

Please ensure you arrive on time. Whilst every effort will be made to admit latecomers at a suitable break in the event, admission cannot always be guaranteed.

Admission to the venue and the event is subject to the terms, conditions and regulations of the Ticket Supplier and the venue. Amongst other things you will need to comply with health and safety rules and any security requirements.

If you have purchased a ticket using a concession you will need to bring proof of identity and concession entitlement to the venue to gain entry.

Defacing your ticket will invalidate the ticket and you will be refused entry to the venue and event.

In certain circumstances, the venue may provide you with alternative seats. Any alternative seats will be of an equivalent value.

Photography or recording is not permitted. Laser pens, dogs (except guide dogs) and food and drink (not purchased at the venue) may also be prohibited (please check with the venue).

By attending the event, you consent to filming and sound recording of the audience.

You shall not bring into the venue or display or distribute (whether for free or not) at the event any sponsorship, promotional or marketing materials.

You may only leave and re-enter the venue during an event at the discretion of the management of the venue. Otherwise, there will be no re-admission or pass-outs of any kind.

If you are involved with abusive, threatening, drunken or other anti-social behaviour at the event, or are carrying offensive weapons or illegal or prohibited substances you may be refused admission to or ejected from the venue without compensation or refund.

If things go wrong

If there is a problem with your booking or your tickets please contact Customer Services immediately and in any event before the event.

If you experience problems during the event please bring this to the immediate attention of the nearest steward as every effort will be made to resolve issues.

If you have experienced problems at the venue which are unrelated to your ticket purchase please contact the venue directly.

We endeavour to resolve all complaints in an efficient manner. However if we you are not satisfied with our response, you may contact The Society of Ticket Agents:

PO Box 708
St Leonard's Place

Telephone: 01904 234737 (or +44 1904 234737 if calling from outside the UK)
email: [email protected]
or use their online complaint form

Alternatively if you are not satisfied with our response, you may use the following link to access the European Commission’s online dispute resolution platform:


Our liability to you

Unless set out in these terms and conditions, neither the Ticket Supplier nor The Ticket Factory shall have any further liability beyond the face value of the ticket purchased. Neither the Ticket Supplier nor The Ticket Factory shall be liable for any loss of enjoyment or wasted expenditure. Personal arrangements including travel, subsistence and accommodation relating to the event which have been arranged by you are at your own risk.

Nothing in these terms and conditions seeks to exclude any liability of The Ticket Factory or the Ticket Supplier for death or personal injury caused by its negligence, fraud or other type of liability which cannot by law be excluded or limited.


The Ticket Suppliers may enforce these terms in accordance with the provisions of the Contracts (Rights of Third Parties) Act 1999 (the "Act"). Except as provided above, this agreement does not create any right enforceable by any person who is not a party to it under the Act, but does not affect any right or remedy that a third party has which exists or is available apart from that Act.

These Terms and Conditions shall be governed by and construed in all respects in accordance with English law and the parties agree to submit to the exclusive jurisdiction of the English courts.
These terms and conditions apply to the purchases of The Ticket Factory gift vouchers. These terms and conditions do not and shall not affect your statutory rights as a consumer. For further information about your statutory rights contact Citizens Advice (www.adviceguide.org.uk).

Vouchers are redeemable against goods or services being offered for sale through The Ticket Factory (excluding In the Night Garden and events at the Regent's Park Open Air Theatre) and are valid for a period of two years from the date printed on the voucher.


Vouchers are supplied in GBP sterling and can be purchased subject to a minimum value of £10.00. Vouchers cannot be redeemed or exchanged for cash.

Receiving your vouchers

Your vouchers will be sent to the delivery address as specified at the time of ordering. We only dispatch vouchers by special delivery the costs of which you will be required to pay. We normally dispatch vouchers within five (5) working days of payment. Where possible we will try to meet any delivery requirements you have requested but The Ticket Factory shall not be liable for any loss incurred either directly or indirectly by failure to meet the delivery date and time indicated at the time of the order being placed. Loss in this instance includes but is not limited to, compensation for loss of opportunity, loss of profit, damage to goodwill, charges or other expenses.

If you have not received your gift vouchers after five (5) working days please contact us. The Ticket Factory has no liability for lost, stolen or damaged vouchers once responsibility of ownership has passed to the customer at the time of delivery.

Voucher quantities shall be checked immediately upon receipt. Any discrepancies must be notified immediately by telephoning 0844 338 8000 (calls cost). The Ticket Factory cannot be held responsible for shortage or loss of vouchers not notified to us within three (3) days of delivery.

Taking care of your vouchers

Please ensure you take care of your vouchers as they cannot be replaced if lost or stolen.

Redeeming your voucher

To redeemed your vouchers please contact The Ticket Factory through 0844 338 8000 (calls will cost 7p per minute + your phone company's access charge). Please ensure you have details of your voucher number and the redemption number as printed on your voucher as you will need the information in order to use your vouchers.


If you have changed your mind and would like a refund, you must return the unwanted voucher, unredeemed (in full or part) and in its original condition to: The Ticket Factory, PO Box 3348, Birmingham B40 1NS within 14 days of the date of delivery of the vouchers. The cost of returning the vouchers will be your responsibility. Refunds will not be made until we are in receipt of the returned vouchers so we strongly recommend that you send them by recorded delivery. Eligible refunds will be made within 14 days to the card used at the time of purchase.

The Ticket Factory gift vouchers are issued by The Ticket Factory, a trading name of The National Exhibition Centre Limited (company number 979395) Registered Office: Birmingham B40 1NT UK.
The following conditions apply when purchasing a car parking ticket:

1. Advance car parking tickets booked through The Ticket Factory can only be purchased with event tickets in one single transaction.
2. The car parking ticket is to be given up on exit from the car park.
3. The car parking ticket is only valid on the date displayed on the car parking ticket.
4. Cars are parked at your own risk and we will not be liable for any loss or damage whatsoever or howsoever caused or sustained to, by or in respect of any cars or their contents.
5. The NEC Group reserves the right to search the interior, exterior or contents of your car in reasonable circumstances e.g. where there may be a security risk.
6. The NEC Group reserves the right to move your car in reasonable circumstances e.g. when causing an obstruction or posing a security or safety risk.
7. Please ensure that your car is locked and valuables are not left inside.
8. If you have any queries, please contact our Customer Services team.
The Ticket Factory Ticket Reimbursement Program is to provide a refund of the amount paid by the Individual Ticket Buyer(s) or Group(s) for their tickets to an Event should they be unable to attend or arrive late at the Event such that they are unable to utilise the Ticket(s) solely as a direct result of:
1.1 Incapacity of the Individual Person(s) through Accident, Bodily Injury or Sickness first commencing prior to the Event.
1.2 Death of the Individual Person(s) or a member of their Immediate Family within thirty days prior to the date of the Event.
1.3 Travel Delay due to either the mechanical failure of or accidental damage to the transport in which the Individual Person(s) are travelling or due to a cause outside of the control of each of the Individual Person(s) that solely and directly prevents the Individual Person(s) continued transit to the Event.
1.4 Travel Delay as described in 1.3 preventing the Individual Person(s) collecting their tickets from either the venue or a designated collection point.
1.5 Travel Delay as described in 1.3 preventing the Fulfilment Company employed being able to achieve the timely delivery of the Individual Peron(s) tickets due to a cause described in 1.7 1.8 or 1.9 below.
1.6 The unavoidable requirement of the Individual Person (s) to perform Jury Service where the Jury Summons  was first received by  the Individual Person(s) after the date of ticket purchase.
1.7 Strikes, Riots, Civil Commotion, Martial Law.
1.8 Restricted access to the Venue caused by Flood, Fire, Explosion, or through the act of a constituted authority to protect Public Health and Safety.
1.9 Adverse weather, including snow, fog, frost or storm preventing attendance at the Venue.
1.10 The unavoidable requirement for  the Individual Person(s) to remain at  home due to serious damage to the Individual Person(s) home or place of business caused by fire, aircraft, explosion, storm, flood, subsidence, earthquake, falling trees, burst pipes, lightning, malicious persons or theft.
1.11 The Individual Person(s) inability to attend an Event which is  Rescheduled after the date of ticket purchase from the Ticket Factory, due solely to a Prior Engagement of the Individual Person(s) such prior engagement to be existing prior to the date of the first announcement of the Rescheduling.
1.12 Cancellation, Abandonment, Postponement or Relocation of the Event which is the sole and direct result of a cause not otherwise excluded which occurs during the period of the Ticket Factory Ticket Reimbursement program and is beyond the control of the Individual Person(s) and the Participant.
2.1 Ticket Price means the ticket price, booking fees and service fees and fulfilment costs as evidenced in the internet booking form or confirmation of ticket purchase excluding any charge applicable under the Ticket Factory Ticket Reimbursement Program.
2.2 Valid ticket means the issued ticket for the booked event, or the Ticket Factory internet booking form, or issued documentation which is for admission to the booked event, which are unused and not cancelled by the Ticket Factory.
2.3 Venue means the place(s) as detailed on the individual ticket purchased where the Event is to be held.
2.4 Accident means a sudden, unexpected and unintended, specific event which occurs at an identifiable time and place.
2.5 Bodily Injury means an identifiable physical injury, including illness resulting from such injury, which is caused by an Accident occurring after the ticket was purchased.
2.6 Sickness means an illness which is sufficiently debilitating to prohibit safe movement of the Individual Person concerned and their inability to travel and which did not exist before the ticket was purchased.
2.7 Event means the particular performance for which the ticket was purchased.
2.8 Cancellation or Cancelled means the inability to proceed with the Event prior to commencement which takes place either on the date specified on the ticket or on the Rescheduled date
2.9 Abandonment or Abandoned means the inability to complete more than 50% of the Event once commenced.
2.10 Postponement or Postponed means the unavoidable rescheduling of the Event to another time.
2.11 Relocation or Relocated means the unavoidable removal of the Event to another location.
2.12 Rescheduled or Rescheduling means the Postponement and / or Relocation of the Event to a date after the original date stated on the ticket(s).
2.13 Participant means any party, including without limitation, any act, artist, celebrity, sports or other person(s) billed to appear or perform at the Event or any provider of technical services, who is contracted to perform a function critical to successful fulfilment of the Event.
2.14 Prior Engagement means a pre existing engagement in respect of which the Individual Person(s) has written proof that such Individual Person(s) has committed to attend prior to the announcement of the date of a Rescheduled Event
2.15 Immediate Family means the mother, father, sister, brother, children, spouse, civil partner or co-habitee (and their children) and civil law partner, grandparent, legal guardians, foster parents provided that such person(s) are subject to Exclusions 4.11 and 4.12 below.
2.16 Individual Person means the invoiced purchaser together with the persons on whose behalf the invoiced purchaser has purchased tickets for the Event from the Ticket Factory.
2.17 Non Appearance means any loss in consequence of the Cancellation or Abandonment of the Event arising directly or indirectly from the death, accident, or illness, or travel delay of the Participant.
2.18 Fulfilment company means a recognised delivery service company contracted by the Ticket Factory to deliver the tickets for an event to their customer.
2.19 Terrorism” means an unlawful act including but not limited to the use of force or violence and / or the threat thereof, by any person(s) acting individually or on behalf of or in connection with any organisation(s) or government(s) committed for political, religious, ideological or similar purposes including the intention to influence any government and / or to put the public or any part thereof in fear.
2.20 National Mourning means Cancellation, Abandonment, Postponement or Relocation of the Event caused by any period of mourning declared by the Government or Monarchy of the country in which the Event is due to take place.
2.21 A Volcanic Ash event is a phenomenon caused by the eruption of a volcano sending an ash cloud into the atmosphere.
3.1.1 Any fraud, misstatement or concealment or negligent statement in the information provided in the making of a reimbursement application shall render the application voidable by The Ticket Factory.
3.1.2 The Individual Person(s) shall at all times take all reasonable care and measures to avoid or diminish a loss under this ticket reimbursement program.
3.1.3 If the Loss Payee is other than the Individual Ticket Buyer who purchased the tickets to an Event then any and all refund payments due under the terms and conditions of this ticket reimbursement program shall be made payable to the party(s) as directed by the Individual Ticket Buyer. Payment of such refunds to the Loss Payee(s) shall be a sufficient and complete discharge of all of the obligations to the Individual Ticket Buyer in connection with said reimbursement application(s).
3.2 The Ticket Factory reimbursement program is to be governed by and construed in accordance with the Laws of England whose courts shall have exclusive jurisdiction.
This ticket reimbursement program does not cover any application directly or indirectly arising out of, or contributed to by, or resulting from:

4.1 The Individual Ticket Buyer(s) lack of care, diligence or prudent behaviour.
4.2 The Individual Ticket Buyer(s) failing to observe and comply with the requirements of any law, ordinance, court or regulatory body of whatever jurisdiction.
4.3 Any fraud, misrepresentation or concealment by the Individual Person(s).
4.4 Actual or threatened War, invasion, act of foreign enemies, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection, military or usurped power, confiscation, nationalisation, requisition or destruction of or damage to property by or under order of any government or public or local authority.
4.5 Any financial failure of or financial default by anyone.
4.6 Lack of or inadequate receipts or sales for the Event.
4.7 Variations in the rate of exchange, rate of interest or stability of any currency.
4.8 Loss or damage caused in whole or part by ionising radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel, the radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or nuclear component thereof, nuclear reaction, nuclear radiation or radioactive contamination.
4.9 Seizure or destruction under quarantine or customs regulations, confiscation, nationalisation or requisition or destruction of or damage to property, by or under the order of any government or public or local authority, or the handling of contraband or the engaging in illicit trade or transportation.
4.10 Seepage and/or pollution and/or contamination unless it is discovered after the ticket purchase from the Ticket Factory and is a direct cause of a covered loss.
4.11 Failure of the Individual Person in the event of bodily injury or illness to consult a duly qualified medical practitioner and comply with the medical advice given thus causing a loss in whole or part under this ticket reimbursement program.
4.12 Death, bodily injury or illness of the Individual Person directly or indirectly caused by or resulting from: suicide or intentional self injury or criminal act committed by the Individual Person, or any condition affecting the Individual Person which existed prior to the ticket purchase from the Ticket Factory.
4.13 Non Appearance of any Participant
4.14 Any loss directly or indirectly caused by or arising out of or contributed to by or resulting from, any influenza variant or communicable disease which prior to or simultaneously with the loss arising, is declared an epidemic or pandemic by the World Heath Organisation and/or Severe Acute Respiratory Syndrome (SARS) and/or Atypical Pneumonia and/or Avian Flu and/or any threat or fear of any of the above (whether actual or perceived).
4.15 The actual or threatened malicious use of pathogenic or poisonous biological or chemical materials regardless of any other cause or event contributing, concurrently or in any other sequence, thereto.
4.16 Any loss of or no play caused by any weather condition which reduces or prevents play at any cricket or tennis outdoor sporting event.
4.17 Any Music Concert where the performing area is not fully and prudently covered with a roof and three sides.
5.1 that the Individual Person(s) notifies the Ticket Factory or their appointed representative as soon as practically possible and in any circumstances within fourteen (14) days of the incident which leads to a claim being made under the Ticket Reimbursement Program and
5.2 that the Individual Person returns the unused ticket(s) or if not issued, the proof of purchase or original receipt to the Ticket Factory or their appointed representative as soon as practically possible and in any circumstances within fourteen (14) days of the date of the incident notification being acknowledged by the Ticket Factory or their appointed representatives.
5.3 The Individual Person shall, as a matter of urgency using the dedicated e mail address (provided by the Ticket Factory), advise the details of the incident, confirm the facts as soon as possible in writing and take all steps to minimise their loss as directed by the Ticket Factory or their appointed representatives and in any event provide all supporting documentation requested by the Ticket Factory or their appointed representatives within 30 days from the date of their application for reimbursement.

The Ticket Factory appointed representatives for their ticket cover reimbursement program are Hyperion Claims Specialists and to make a reimbursement application from the Ticket Factory please use the following e mail address;

[email protected]

The Ticket Factory Ticket Reimbursement Program is underwritten by syndicate underwriters at Lloyd’s of London.

Group bookings


Group Bookings are open between 9am and 5pm Monday to Friday.

Group bookings are usually for 10 or more tickets, please check each event.

Call us on 0800 358 0058 or [email protected]

Disabled bookings


To book tickets if you require a wheelchair space or have any other specific requirements.

Call us on 0800 640 5001

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Privacy Policy


NEC Group is committed to protecting your personal information.

The purpose of this policy is to give you a clear explanation of what personal information NEC Group might collect from you when you use our websites (including our mobile websites and apps) or otherwise interact with us and how we will use and store that information. 

It is important that you read this policy in full to understand our views and practices regarding your personal data and how we will treat it.

Most often this involves us collecting information from you when you use our websites and apps, purchase products or services from us, contact us over the phone or by email or sign up to any of our mailing lists.  We use the information we collect from you to help us monitor and improve our websites, services and marketing for the benefit of you and our other customers.  It also helps us to provide you with a more personalised experience.    

NEC Group is The National Exhibition Centre Limited and our trading names the NEC, the ICC, the VOX, the Genting Arena, the Barclaycard Arena, The Ticket Factory, Amadeus, NEC Group International, Amplify, Eight Feet Tall and MemoryHaus.

For the purpose of the Data Protection Act 1998 (the Act), the data controller is The National Exhibition Centre Limited of The National Exhibition Centre, Birmingham B40 1NT.

Last updated: 22.04.15

Our websites use cookies and similar technologies to deliver services efficiently and to enhance your experience. For detailed information on the cookies we use and the purposes for which we use them, please see our Cookie Policy.
We may collect and process the following data about you:

Information you provide to us such as when you create an account, sign up to a mailing list, fill in forms on our websites, download an app, purchase services, get in touch with us by phone, email or otherwise, give us feedback or enter a competition or prize draw. The information you give us may include your name, address, e-mail address and phone number, financial and credit card information.

Information we collect about you and how you use our websites and services using tracking tools like cookies and other similar technologies stored on your computer, mobile or other device. For more information on this, please see our Cookie Policy. 

Information we receive from other sources. We may receive information about you if you use any of the other websites we operate or the other services we provide. We also work closely with third parties (including, for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, credit reference agencies) and may receive information about you from them.
We may use the following information for the purposes set out in this privacy policy:

Contact details - we will hold contact information you provide to us when you create an account, sign up to a mailing lists etc.

Payment and billing information - we will hold payment and billing information you provide to us when you make a purchase of any of our goods or services.

Information from your use of our websites, apps and Wi-Fi - when you use our websites, we will collect information from our web servers’ logs, such as your IP address. We might also look at what site you came from, which of our websites you use and what you use our websites for. We use that information to analyse activity on our websites. If you use any of our apps or our Wi-Fi, we may collect your GPS location or your device's unique identifier. We might also collect details of what type of device or operating system you are using and we might look at how often you use the app or Wi-Fi and where you were when you downloaded or used it.

Email activity - we may collect information relating to how you respond to our emails and whether you open them and click the links.

Interests and preferences - we may collect information about events you purchase tickets for, mailing or priority lists you sign up to, venues of ours that you visit and services we provide to you.  We might add to this with information received from other companies or sources including demographic information, market research or other publicly available information.  Combining this information with your interest and preferences enables us to provide you with a better service and more focused information. For example, if you buy tickets to a certain exhibition and lots of people who went to that exhibition also bought tickets for a different event taking place near you, we might send you information about that event.

Other online or offline dealings – we may collect details of your interactions with us via social media or at any of our box offices and correspondence via email or telephone.
We may use the information we hold about you in the following ways:

To optimise your website viewing – ensuring that content from our websites is presented in the most effective manner for you and for your computer, mobile or other device.

To provide you with products and services or support – carrying out our obligations arising from any contracts entered into between you and us.  Providing you with the products and services that you request from us together with any other relevant information or assistance.   

To provide you with a more personalised experience - looking at the information we hold about you and your interests to create a more tailored experience. We may do this by providing you with information about other products or services we offer that are similar to those that you have already purchased or enquired about.  For example, we may make event recommendations or tell you about relevant events in your area.

To improve our offering – monitoring and analysing the information we hold about you and our other customers in order to make informed decisions about our products, services, websites and advertising.

To administer our websites and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes, and as part of our efforts to keep our websites safe and secure.

To allow you to participate in interactive features of our services, when you choose to do so.

To notify you about changes to our services.

To measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you.

To make suggestions and recommendations to you and other users of our websites about products or services that may interest you or them.

We may also use your data, or permit carefully selected third parties to use your data if you have given us permission to do so, to provide you with information about products and services we feel may interest you and we or they may contact you about these.
  • If you are an existing customer, we will only contact you by electronic means (email or SMS) with information about products and services similar to those which were the subject of a previous sale to you.
  • If you are a new customer, and where we permit selected third parties to use your data, we (or they) will contact you by electronic means only if you have consented to this.
  • If you do not want us to use your data in this way, or to pass your details on to third parties for marketing purposes, please tick the relevant box situated on the form on which we collect your data.  You can also opt out at any time by clicking the unsubscribe link in any email we send to you. Alternatively, you can contact us at any time and ask us not to contact you with marketing material.
We may share your personal information with other NEC Group trading divisions and any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006.

We may share your information with selected third parties including:

  • Business partners, suppliers and sub-contractors for the performance of any contract we enter into with them or you.
  • Advertisers and advertising networks that require the data to select and serve relevant adverts to you and others. 
  • Analytics and search engine providers that assist us in the improvement and optimisation of our websites.

We may disclose your personal information to third parties:

  • In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets.
  • If The National Exhibition Centre Limited or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.
  • If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms of use or any terms and conditions of supply and other agreements; or to protect the rights, property, or safety of The National Exhibition Centre Limited, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.
The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area ("EEA"). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers. Such staff maybe engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services. By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.
All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
You have the right to ask us not to process your personal data for marketing purposes. We will usually inform you if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data or by contacting us at [email protected]

Our websites may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies.
The Act gives you the right to access information held about you. Your right of access can be exercised in accordance with the Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you.
Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by email.
Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to [email protected]

Popular Questions

We aim to post tickets as soon as possible after you've bought your tickets. However tickets can be delayed up to 10 days before the event.

Tip: You can track your order here.
Yes you can. Just log in to your account and go to 'My Order History'. You can then resend your e-ticket. Please note that by re-sending these tickets it will cancel any previous tickets issued.

Tip: You can also forward on tickets to your friends going to the event with you.
We're unable to refund your ticket unless the show has been postponed or cancelled. Check out our Terms and Conditions of the ticket sale for more detail.
Yes you can. You can call us on 0844 338 0338 to book tickets.

Calls cost 7p per minute plus your phone company's access charge.

Our lines are open from 9am to 7pm (Monday to Friday) and 9am to 5pm (Saturday, Sunday and Bank Holidays)