TICKETSOFT — TICKET PURCHASE AND REFUND POLICY

• Event tickets have no 14-day cooling-off period, so you can't cancel because you changed your mind, unless the organiser's refund policy allows it.
• If the organiser allows change-of-mind refunds and a booking or service fee was shown separately at checkout, that fee may not be refunded.
• If an event is cancelled, you get back everything you paid, fees included, to your original payment method. You don't need to ask. The organiser funds the refund and we make it to you once they do; our agreement requires organisers to fund refunds within 2 working days of our request.
• If an event is postponed or changes in a major way, you can keep your ticket or ask for a full refund.
• If a match is abandoned before half-time, you can choose a full refund or free entry to the re-fixed match. If the match is not re-fixed, you get a full refund.
• If a fixture on your season ticket is cancelled, you get back that fixture's share of what you paid. Season tickets do not renew automatically.
• If your payment is reversed through your bank, we may cancel your tickets. Please contact us first, at refunds@ticketsoft.com, and we'll sort it out.

1.1 This policy applies when you buy tickets on ticketsoft.com or in the TicketSoft apps. "TicketSoft", "we" and "us" mean TicketSoft Limited, a company registered in Ireland (company number 794874), registered office Dockgate, Merchants Road, Galway H91 N2NE, Ireland, VAT number IE4459699WH. TicketSoft Limited is the company that takes your payment, and its name appears on your receipt and card statement.

1.2 Each event is run by its organiser: the club, county board, promoter, festival or venue named on the event page. The organiser is responsible for the event itself and for the refunds its event owes.

1.3 We sell tickets as the organiser's agent. We take your payment, issue your tickets, process refunds and handle questions about your order.

1.4 Refunds owed under this policy are owed by the organiser, and the organiser funds them. Ticket money is passed to the organiser's own payment account shortly after you buy, and paid on to the organiser's bank after a payout delay, which for some events runs until after the event. When a refund is due, we make it to you once the organiser funds it. Our agreement with every organiser requires it to fund refunds within 2 working days of our request. If an organiser does not fund a refund that is due, we will tell you, give you the organiser's contact details, and press the organiser to pay. You also keep any rights you have with your card provider.

1.5 The event page shows the organiser's name and whether it is selling as a business (a "trader") or as a non-trader, such as a voluntary club. If the organiser is not a trader, EU consumer-protection law does not apply to your contract with the organiser. Even so, every organiser on TicketSoft, trader or not, agrees with us to follow this policy, including full refunds for cancelled events.

1.6 For ticket purchases, this policy governs. The Terms of Use apply to your use of ticketsoft.com and the apps; if they conflict with this policy on a ticket purchase, this policy wins. The organiser's refund policy shown on the event page can give you more than this policy, but never less.

2.1 At checkout you will be asked to tick a box confirming that you agree to this policy and the organiser's refund policy, and that you understand there is no 14-day cancellation right for event tickets. We keep a record of which versions you agreed to and when.

2.2 Your confirmation email includes this policy, the organiser's refund policy and the event date.

2.3 The versions of this policy and of the organiser's refund policy that applied when you bought your tickets apply to that order. Later changes do not reduce your rights for that order.

3.1 Before you pay, we show the total price, including every fee and VAT. You will not pay any extra charge because of the way you choose to pay.

3.2 Depending on the event, the organiser may pass on to you TicketSoft's service fee and the cost of processing your payment. Any such fees are shown before you pay, are included in the total price, and are the same whichever card or payment method you use.

3.3 When this policy says a refund is "in full", it means the ticket price and every fee you paid at checkout. For a fixture on a season ticket, it means that fixture's share (10A.4).

3.4 When a ticket is refunded, who bears TicketSoft's fee and the payment processing cost is a matter between us and the organiser. It never reduces a refund you are owed under this policy.

4.1 Your tickets are delivered to your TicketSoft account and shown in the TicketSoft app or on ticketsoft.com. You need an account to buy tickets.

4.2 Each ticket has a unique code that is scanned once at entry, and the first scan is admitted. If you give your ticket to someone, give it only to the person who will use it.

4.3 Please check your order straight away and contact us if anything is wrong.

4.4 For high-demand on-sales we may use a queue. Where the event page says so, accounts that have verified their identity go through first; others still queue after them. Identity verification is open only to people aged 18 or over.

4.5 Some events may hold a presale for selected fans; the event page explains who is eligible. Ticket limits apply.

5.1 Irish and EU consumer law gives you a 14-day right to cancel many online purchases. That right does not apply to tickets for events on a specific date. By completing your purchase you acknowledge that you cannot cancel your order within 14 days simply because you changed your mind.

6.1 Unless the organiser's refund policy says otherwise, tickets cannot be refunded or exchanged because you can no longer attend or changed your mind.

6.2 If the organiser's policy allows change-of-mind refunds, it will say when (for example, up to 7 days before the event). If a booking or service fee was shown separately at checkout, a change-of-mind refund may exclude it. If no such fee was shown separately, you get back everything you paid.

6.3 If you can't attend, you can still pass your ticket on to someone else under section 10.

7.1 If an event is cancelled and not replaced with a new date, the organiser must refund you in full, to the payment method you used, within 14 days of the date the cancellation is announced. You don't need to ask. The organiser funds the refund and we make it to you once they do. Our agreement requires organisers to fund refunds within 2 working days of our request. Section 1.4 applies if an organiser does not fund a refund.

7.2 A fixture or event moved to behind closed doors, so that ticket holders cannot attend, counts as cancelled.

7.3 Refunds go to the person who bought the ticket, to the payment method they used. If you received a ticket from someone else, the refund goes to them.

7.4 We will email you when the refund is issued. Your bank usually takes 5 to 10 working days to show it.

7.5 We are not responsible for travel, accommodation or other costs you incurred because of the cancellation, unless the law requires it.

8.1 If an event is moved to a new date, your ticket is valid for the new date. You don't need to do anything.

8.2 If you can't attend the new date, you can ask for a full refund within 14 days of the date we tell you about the change, as long as your ticket has not been used. The organiser must refund you within 14 days of your request. The organiser funds the refund and we make it to you once they do.

8.3 If an event is postponed and no new date has been announced, you can ask for a full refund at any time until a new date is announced. If no new date is announced within 90 days of the original date, we treat the event as cancelled, and you are refunded under section 7 without needing to ask.

8.4 For sports fixtures:

1. (a)a match that is called off before it starts, or re-fixed, is treated as postponed, and sections 8.1 to 8.3 apply;
2. (b)for replays, the organiser's rules on the event page apply. Unless they say otherwise, a ticket is not valid for a replay, which is a separate event;
3. (c)if a match is abandoned before half-time, you can choose a full refund or free entry to the re-fixed match, whatever the organiser's own rules say. If the match is not re-fixed, you get a full refund;
4. (d)if a match is abandoned at or after half-time, the organiser's rules on the event page apply. If the organiser has stated none, no refund is due, unless consumer law requires one; and
5. (e)for a sport without halves, "half-time" means the halfway point of the scheduled playing time.

The organiser's rules can never give you less than your rights under consumer law.

9.1 If a major change is made to an event, you can choose a full refund instead of attending, under the same process and deadlines as section 8.2. A major change means:

1. (a)a change of date;
2. (b)a move to a venue in a different town or city;
3. (c)a change of the headline act for a concert or show;
4. (d)a change to the start time of more than 3 hours; or
5. (e)a move to a lower-priced seat or area than the one you bought.

9.2 These are not major changes: weather (unless the event is cancelled or postponed because of it), changes to support acts, changes to the line-up of a multi-act event other than the headline act, team selection, changes of opponent decided by a competition's results, and start-time changes of 3 hours or less.

9.3 If part of an event does not go ahead, or capacity or facilities are significantly reduced, you may be entitled to a partial refund under consumer law. Contact refunds@ticketsoft.com.

10.1 You can pass your ticket on to someone else free of charge, for example by sending them the ticket or its code. The first scan is admitted, so only share it with the person who will use it. If you need help passing a ticket on, contact support@ticketsoft.com.

10.2 If you sell a ticket, you must not charge more than the original price paid to TicketSoft for it, including fees.

10.3 For some events and venues, Irish law makes it an offence to resell a ticket above its original price. Where that applies, the event page, your ticket and your confirmation email will say so. The rule does not apply to resale by a charity or an amateur sports club raising funds for itself.

10.4 An organiser may require names or ID on tickets only for reasons of safety, public health or public order. If it does, the event page will say so.

10A.1 What a season ticket covers. Some organisers sell a season ticket (also called a season pass) that admits you to several of their fixtures for one price. The fixtures it covers are the ones listed on the page where it is offered (the "offer page") when you buy it. When you buy, a separate ticket for each of those fixtures appears in your TicketSoft account, and each one is scanned at entry like any other ticket.

10A.2 Changes to a season ticket after you buy. If the organiser adds a fixture to your season ticket, a ticket for it appears in your account at no extra cost. Removing a fixture from the offer never takes it off a season ticket you have already bought. Changes to the price or the fixture list apply only to later buyers.

10A.3 Each fixture is an event. Sections 7 to 11 apply to each fixture on your season ticket as if you had bought a ticket for it on its own, with the changes in this section. A change to one fixture does not affect your tickets for the others.

10A.4 Each fixture's share. Where this policy gives you a full refund for a fixture on a season ticket, you get that fixture's share: everything you paid for the season ticket, fees included, divided by the number of fixtures it covered when you bought it. Fixtures added later at no extra cost (10A.2) do not change the share, and no share is due for them. Where the policy gives a partial refund (9.3), it is a part of that fixture's share.

10A.5 Cancelled fixtures. If a fixture on your season ticket is cancelled and not re-fixed, or moved behind closed doors so that ticket holders cannot attend (7.2), you get that fixture's share back under section 7. You don't need to ask. The organiser funds it, and we make it to you once they do, within the times in section 7.1. If the organiser does not fund it, section 1.4 applies.

10A.6 Postponed, abandoned or changed fixtures. If a fixture is moved to a new date, your ticket for it is valid for the new date (8.1). If you can't attend the new date, you can ask for that fixture's share back under section 8.2, and section 8.3 applies if no new date is announced. Where section 8.4 or 9.1 gives you a full refund for a fixture, you get that fixture's share.

10A.7 Whole season cancelled. If the organiser cancels the rest of the season, you get back the share of every fixture on your season ticket that has not been played, under section 7, without needing to ask. If none has been played, you get back everything you paid, fees included.

10A.8 Change of mind. Each fixture on a season ticket takes place on a specific date, so the 14-day cooling-off period does not apply (section 5). Section 6 applies to the season ticket as a whole: you can't cancel because you changed your mind, unless the organiser's refund policy on the offer page allows it.

10A.9 Passing on fixtures. You can pass on the ticket for any fixture on your season ticket, or for all of them, free of charge, under section 10. If you sell one, you must not charge more than that fixture's share (10.2). Adding someone's name to a ticket in the app records who will use it; it does not move the ticket to their account. On some season tickets, the organiser has chosen that each ticket's code refreshes in the holder's account, so that a forwarded screenshot stops working at the gate. An organiser may do this only for reasons of safety, public health or public order (10.4), and the offer page will say so. If you want to pass on a fixture from such a season ticket, contact support@ticketsoft.com before the fixture and we will help you do it. We do not check ID for season tickets unless the organiser requires it under section 10.4.

10A.10 Entry. Sections 11.1 and 11.2 apply to each fixture separately.

10A.11 Memberships. Some clubs call their season ticket a membership. If what you buy on TicketSoft gives you entry to fixtures and nothing more, it is a season ticket under this section, whatever it is called. Where a club sells through TicketSoft a membership that gives more than entry to fixtures, such as voting rights or other club benefits, the offer page will say so and:

1. (a)the club provides the membership, and the club's own membership terms, shown on the offer page, apply to everything other than entry to fixtures;
2. (b)this policy applies to the fixture tickets the membership includes; and
3. (c)if the club ends your membership early for a reason other than a breach of its rules, you get back the share of every fixture not yet played (10A.4), and the club refunds any other part of the price for the time left under its membership terms. The organiser's funding rules in section 1.4 apply.

A club's membership terms can never give you less than your rights under consumer law.

10A.12 No automatic renewal. Season tickets and memberships bought on TicketSoft do not renew automatically. You pay once, and you are never charged for a later season unless you buy it.

10A.13 Payment problems. Section 12 applies to a season ticket as to any order. A season ticket is one order, so if its payment is reversed by your bank or card provider, we may cancel the tickets for every fixture on it (12.3), and section 12.4 applies to fixtures you were scanned into. If you think part of your payment is owed back, for example for a cancelled fixture, please contact us first at refunds@ticketsoft.com. We will refund that fixture's share under this section, and your tickets for the other fixtures stay valid.

11.1 Entry is subject to the venue's and organiser's rules, including any age limits, ID checks, bag searches and capacity limits shown on the event page.

11.2 You can be refused entry or removed if you break those rules, behave in a way that endangers others or the event, or hold a ticket that was copied, resold above its original price or obtained by fraud. In those cases no refund is due.

12.1 If something has gone wrong with your order, please contact us first at refunds@ticketsoft.com. Refunds for cancelled events are made without you asking, once the organiser funds them. Our agreement requires organisers to fund them within 2 working days of our request.

12.2 We may cancel an order, and the tickets in it, if we reasonably believe it was made with a card or account used without the holder's permission. We will refund the payment to the card that was charged.

12.2A We may cancel an order, and the tickets in it, if we reasonably believe it was made using bots or other automated tools, several accounts or false details to get around a ticket limit, or as part of a fraud. We will tell you why and refund the amount paid to the payment method used, unless the order was paid for with a card used without its holder's permission (12.2 applies).

12.3 If your payment is reversed by your bank or card provider (a "chargeback"), we may cancel the tickets in that order, and cancelled tickets will not scan. If the chargeback is withdrawn or decided in our favour, we will reinstate any cancelled tickets if the event has not yet taken place.

12.4 If a payment is reversed for tickets that were scanned at entry to an event that went ahead, we may contest the chargeback with your bank or card provider. We use the gate-scan records, which show when and at which entrance each ticket was scanned, together with the record of your order and your acceptance of this policy. If the chargeback stands, the amount reversed remains owed to us and we may ask you to repay it. This does not affect your right to dispute a payment you did not make or authorise.

12.5 Nothing in this policy stops you using any right you have with your bank or card provider.

12.6 We handle each chargeback according to its reason. If your card or account was used without your permission, or we made a mistake, such as charging you twice or charging the wrong amount, we put it right. If the event was cancelled, moved, changed or not as described, or a refund due to you was not made, the refund is the organiser's responsibility under this policy. If your tickets were scanned at the event, section 12.4 applies.

12.7 If a refund is needed because of our own error, such as a duplicate charge, a wrong amount or a technical fault on our side, we fund it ourselves and refund you in full.

13.1 TicketSoft does not keep ticket money. It is passed to the organiser's own payment account shortly after you buy, and paid on to the organiser's bank after a payout delay, which for some events runs until after the event. When a refund is due, the organiser funds it and we pay it to you. Section 1.4 applies if the organiser does not fund it.

14.1 We take reasonable care in selling your tickets and processing refunds. If we break this policy, we are responsible for loss you suffer that was a foreseeable result of the breach.

14.2 Nothing in this policy limits our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law. Nothing in this policy affects your statutory rights as a consumer.

15.1 Refunds and order problems: refunds@ticketsoft.com. Include your order number and the email you booked with.

15.2 Anything else: support@ticketsoft.com.

15.3 We aim to reply within 2 working days. Where a request needs the organiser's decision, we require organisers to respond within 5 working days, and we will follow up for you.

15.4 If you are not happy with our response, you can make a claim through the Small Claims procedure (courts.ie). The Competition and Consumer Protection Commission (ccpc.ie) gives information on your rights. If you live in another EU country, your national European Consumer Centre can help.

16.1 This policy is governed by Irish law. If you live in another country, you keep the protection of the mandatory consumer laws of that country.

16.2 You can bring a claim in the Irish courts, or in the courts where you live if the law allows it.

16.3 This policy does not include any arbitration requirement.