You've waited months, sometimes years, for the event of your dreams to come to a venue near you. You’ve got your ticket. You’ve picked your outfit. You can barely contain your excitement.

But we all know life doesn’t always go according to plan.

Sometimes events cancel or reschedule, or you get sick and can’t make it.

And we know how disappointing that is.

Whilst we can’t do anything about you missing the event of your dreams, we can make sure we treat you fairly.

So, if you purchased tickets through www.theticketfactory.com and your event is cancelled or rescheduled, you’re entitled to a full refund of the ticket price. This includes the face value of the ticket (which comes from the promoter or organiser of the event), and the fees we charge that pay for things like our people and our software. The only fee we can’t refund is postage where we’ve already sent you the tickets.

What happens if my event isn’t cancelled or rescheduled, but I can’t make it?

We’ve teamed up with Secure My Booking to offer Ticket Protection, which allows you to recoup 100% of the money you paid for your tickets if you’re unable to attend an event that hasn’t been cancelled or rescheduled.

Ticket Protection covers dozens of reasons including illness, accidents, travel delays, adverse weather and strikes. You can see the full list of what’s covered here.

Does it cover COVID-19?

We’re glad to say any tickets purchased after the 14 May are also covered for the following reasons:

• Confirmed infection resulting in the Ticket Holder(s) inability to attend the Event if the Event has not been Cancelled
• Death of the Ticket Holder(s) or a Dependant from the virus
• The Ticket Holder(s) have been ordered to self-isolate by a government department or a health service provider (evidence must be provided)
• The inability of the Ticket Holder(s) to attend an Event due to a government-mandated travel ban in your home region/country being implemented after you purchased the ticket(s) preventing the Ticket Holder(s) attending the Venue.

Please be aware that the fear of attending an Event due to any perceived risk of contracting the virus, or self-isolation which has not been ordered by a government department or a health service provider are not covered.

How do I purchase Ticket Protection?

It’s really simple to add Ticket Protection to your order. Just click the “Add Protection” button once you’ve added tickets to your basket and we’ll look after the rest.

The small print

Secure My Booking provides compensation policies to protect customers like you, from circumstances that are outside your control. Your refund will be managed by Rightpath Claims on behalf of The Ticket Factory.

Ticket Protection is non-refundable, even if your event is cancelled or rescheduled.

Full details of the terms and conditions can be found here. Securemybooking.com is an appointed representative of JM Marketing Ltd, authorised and regulated by the Financial Conduct Authority - Registration No: 435403.