Atletico de Madrid vs. Real Valladolid | Tickets & hotel packages
Estadio Wanda Metropolitano, Madrid, Spain
This type of sale falls under the Tour Operators Margin Scheme, where VAT is not payable.
After you select your event ticket, hotel bookings will be offered on the next step of the booking process.
Hotel reservations are optional and subject to availability.
An event date which is marked as provisional may change to an alternative date.
This is usually due to a variety of reasons such as television broadcast rights or teams playing in other tournaments that may conflict with the event date.
The event organisers may release this information at short notice.
We display all possible dates that the event may be performed on.
When booking hotel accommodation, please ensure your hotel booking covers all possible nights so you do not miss the event.
Further information can also be obtained from our customer support team.
2. Collection and use of your information
We collect information in various ways from those visitors and customers that access different parts of our website. This information is used to analyse the usage of our website and to help develop our business which ensures you have the best services and buying experience.
Personal details are requested from customers when they place a booking such as their name, address, e-mail address, billing information, passenger names and suchlike. This information is used to manage your account and to supply any services that you have requested, to process relevant payments and for security purposes. If necessary, we may use your information to contact you regarding your booking. We do not store your debit or credit card details.
When visitors or customers submit e-mail enquiries to us, the return e-mail address provided by you on the enquiry form is used to answer the question. We will not use the return e-mail address for any other purpose.
We may use your information to periodically send you newsletters about other products and special promotions that may be of interest to you but only if we have received your permission beforehand.
After you have returned from your trip we will send you a questionnaire. We encourage all our customers to complete these feedback surveys as they provide us with invaluable information to help improve the services we offer.
We will ask for your permission to use your comments and feedback ratings on our website and to share with other third party websites. If you do not provide permission then your answers will remain strictly confidential. They will not be displayed on our website nor shared with other third party websites. If you do provide permission then we will also offer you the option of posting your reviews as an anonymous customer. If you opt for ‘anonymous customer’ then your review will not display your name, country of residence or traveller type. All respective feedback ratings and comments will however be displayed. If you do not opt for ‘anonymous customer’ then we will display your name, country of residence and traveller type next to your feedback review.
3. Disclosure of your information
Unless we are required to do so by law or in special cases described below, we will not share, sell or distribute any of the information you provide to us without your consent.
It may be necessary to identify, contact or bring legal action against a person that is violating our Terms & Conditions or other user policies, or in order to protect Tickazilla and its customers.
4. Data security
We implement security measures to protect your information from unauthorised persons, accidental loss, illegal processing and alteration. To ensure your payments are safe we use Stripe Payments Europe Limited, to process your payments. Stripe uses the latest encryption technology to protect your personal data, including your credit card information, to assure that every transaction you make on Tickazilla's website is safe and free from unauthorised access.
Any communication between you and Stripe is also encrypted to the maximum strength supported by your browser using 128 Bit SSL. SSL is special software that automatically encrypts any data sent by you on our secure payment pages. You are also protected from fraudulent use of your card in a "card not present" environment, by your card issuers. The card issuers provide the right for shopper to dispute a transaction if the goods/services did not arrive or if the card was used fraudulently.
Once you have completed your personal details and clicked the 'Book and Pay' button on our website, your details will be transferred into a secure SSL encrypted environment. You can be sure of this by checking your browser itself;
1.) Your browser address will show 'https://', which means you are in a secure environment. 2.) The 'padlock' icon will appear in the bottom bar of your browser confirming the secure status of the page. Clicking this padlock will allow you to view the authenticity certificate for Stripe.
We have taken every precaution necessary to ensure that you can make online bookings in a safe and secure environment. We however cannot guarantee the security of any personal information or data that you disclose online. You acknowledge that we will not be held responsible for any breach of security unless we are negligent and then only to the limitations as set out in Condition 11 and Condition 12 under our Terms and Conditions.
5. Telephone booking
If you are still unconvinced about booking online then we are happy to take telephone orders. Please dial 0844 804 5040 so we can process your payment over the telephone and answer any questions you may have.
Q. When will I receive my event tickets?
A. This will depend on the delivery options available for your chosen event. Normally, event tickets are only issued by the event organisers a few days prior to each event. Please read the delivery description for your chosen event.
Q. Where will my seat be located?
A. For the majority of teams, we offer a range of seating categories. Detailed information regarding ticket categories can be found via 'ticket descriptions' and/ or our 'stadium plans' (where applicable).
Q. Will we be sat next to each other inside the stadium?
A. Event organisers generally issue tickets together in 'pairs' unless we state otherwise via the ticket category/ description. Definition of pairs: 1. two seats positioned together side by side. Event organisers will always try to prioritise pairs as above however some event organisers may issue pairs as: 2. a seat directly in front of the other seat. 3. two seats together in a diagonal pair. 4. two seats together in a diagonal pair that are separated by an aisle/ step. 5. two seats together in a diagonal pair that are separated by one seat. 6. two seats side by side that are separated by an aisle/ step. 7. two seats side by side that are separated by one seat in-between. We therefore guarantee seats together in 'pairs' in accordance with the above definition of 'pairs' unless we state otherwise in the respective ticket description. Group bookings of three or more persons may be seated in different rows, sectors or stands (within the positions of your allocated ticket category) and therefore separated from each other. We will however, sincerely try our hardest to seat groups together or as close together as possible, however we cannot guarantee this. Furthermore, the face values printed on your tickets may vary slightly to each other as certain sectors within your allocated ticket category may have different pricing structures. You acknowledge that we do not have any control over this. Since the ticket allocations are controlled by the event organisers, this minimum guarantee is usually also provided to all other registered ticketing companies/ sports event travel companies. In order to provide you with the above guarantee for seat groupings then all tickets must be placed under the same booking reference and paid for in a singular transaction. We are unable to 'connect' tickets that have been booked and paid for under different booking references.
Q. I am travelling with my family. Can I submit a special request for all my seats to be positioned together?
A. Yes, we will sincerely try our hardest to facilitate your request. Our customer support team will let you know if this is possible. Please contact our customer support team.
Q. What are the delivery options for event tickets?
A. Ticket delivery options for your chosen event will be displayed during the online booking process.
Q. I do not have a hotel delivery address. Do you have a local collection point where I can collect my event tickets?
A. Local collection points are only available at a selection of cities. To find out if ticket collection is available at your destination city, please see the corresponding delivery options for your chosen event. Alternatively, please contact our customer support team.
Q. I have doubts about the reliability of your hotel ticket delivery service. How do I know my event tickets are going to arrive? How can you put my mind at rest?
A. For hotel deliveries, event tickets will be delivered to the reception of your hotel. The receptionist at the hotel will sign for the tickets and keep them in a safe place behind the reception desk. For our customers’ peace of mind, we offer a personal 24 hour emergency telephone number in the event of any unlikely problems whilst at their destination city.
Q. Why are the prices for event tickets higher than the face value printed on the ticket?
A. Event tickets are sold above face value at brokered commercial market rates and reflect supply and demand for that particular game. In order to secure difficult to obtain tickets, preferred seating and to guarantee tickets in advance (before general sale) and at sold out events, we have to pay a high premium for the tickets. We do not control the costs set by officially appointed or third party ticket agents. Furthermore, prices reflect the following costs; ticket delivery, overseas taxation (where applicable), UK taxation (where applicable), overseas bank transaction charges, risks associated with currency exchange fluctuations, administration and service.
Q. How far in advance can I book event tickets?
A. Once schedules/ ticket prices have been released by the respective authorities and have been updated onto our website, you may book accordingly.
Q. Can I book event tickets on behalf of someone else?
A. Yes, during the online booking process, please specify the spectator names that are attending the event. If you do not have all the details to hand at the time of booking, please check the 'To be confirmed' box and send them to us afterwards by email.
Q. Can I book my hotel independently and just purchase event tickets from Tickazilla.com?
A. Yes, we offer a ticket only service. If you are booking a hotel independently then you can provide the details of your hotel. There is a section towards the end of the online booking process to enter these details.
Q. I am booking my hotel independently but do not have details of my hotel. Can I still place an order for tickets?
A. Yes, you may make a ticket booking and provide hotel delivery instructions at a later date, providing we receive them no later than ten days prior to the fixture date. If you make a last minute reservation i.e. within ten days you must provide delivery details at the time of booking or within 24 hours of placing your order. Please seend email to email@example.com with your hotel delivery instructions. We will require the following details: 1. Hotel name and address 2. Hotel check-in date 3. Lead guest name that the room has been reserved under with the hotel.
Q. Can Tickazilla.com provide tickets to English Premier League football matches?
A. Due to local legislation, we are currently unable to sell tickets for football games played within England. This may however change in the future.
Q. Why do I have to provide my date of birth and/or passport number?
A. For some events, it is a legal requirement that you provide these details for all spectators.
Q. What is the latest time I can provide Tickazilla with my date of birth and passport number?
A. In order to book your tickets, we usually require these details immediately. If you do not have them to hand at the time of booking, please send as quickly as possible to firstname.lastname@example.org. Failure to provide us with these details could result in us not being able to fulfil your ticket booking.
Q. Does Tickazilla sell event tickets for wheelchair users or other disabled people?
A. Unfortunately, these tickets are dealt with internally by the respective football clubs therefore you will need to contact the club direct for relevant information.
Q. Some football games have provisional match dates. When will the exact date and kick-off/ start time be confirmed?
A. Each week throughout the season Football Associations change some provisional dates at short notice due to TV broadcast requirements & their club’s European football commitments. Possible variations to the date are provided on the ticket booking page. If you require any further information, please contact our customer support team.
Q. Can I make enquiries for any other events not listed on your website?
A. Yes, if you do not see your event listed then please contact our customer support team.
Q. Are return transfers to the stadium/ venue included in the cost of an admission ticket?
Q. Is the hotel accommodation price per person, or per room?
A. Prices displayed on our website for hotel bookings are quoted per room. They are not quoted per person.
Q. Is the hotel accommodation price per night or for the duration of my stay?
A. Prices displayed on our website for hotel bookings are quoted for the total number of nights of your stay.
Q. What do the different room types mean?
A. We offer the following rooms: Twin room - Contains two single beds in the same room. The room is suitable for two people. Double room - Contains one double bed. The room is suitable for two people. Single room - Contains one single bed. The room is suitable for one person. Triple room - Contains twin or double bed/s + extra bed. The beds are not guaranteed to be all single beds. There may be a camp bed/ roll-away bed for the third person. The room is suitable for three persons.
Q. Up to how many nights can be booked for one booking?
A. Maximum of 21 nights
Q. Can a hotel booking be processed if I do not know all the guest names?
A. In order to complete a hotel booking the names of all guests staying at the hotel must be provided. "TBA" is not recommended.
Q. I'm purchasing event tickets and want to book hotel accommodation for 1 night for this event. However, your system shows a minimum duration of 2 or 3 nights, why is this?
A. If the event date is in a provisional status and has not yet been confirmed, the minimum duration of hotel stays vary. The number of nights displayed on our hotel booking pages covers all possible performance dates of the event. If you require a hotel stay that doesn’t cover all possible performance dates of the event, please book & pay for your hotel & tickets separately. You may only book tickets & hotels together in a singular booking if the hotel stay covers ALL nights the event may be performed on.
Q. Is my payment card charged at the time of submitting a hotel booking, or do I pay the hotel direct upon check-in?
A. After making a hotel reservation, payment is taken in full by us at the time of your booking . The hotel may however request your payment card details upon check-in. Payment cards or cash deposits are usually held against your room for incidental extras such as mini bar purchases etc. You will then be required to settle this bill for any purchases charged to your room.
Q. What Identification do I need to provide when I check-in to my hotel?
A. You will be required to state the lead guest name that your hotel reservation was made under and present a copy of your accommodation voucher. The hotel will usually require passports (or other photographic identification) for each guest upon check-in.
Q. Do I need an accommodation voucher to check in to my hotel?
A. Yes, you need to present an accommodation voucher upon check-in as proof of your reservation.
Q. Where is my hotel situated?
A. The full postal address and contact number of the hotel will be listed on your accommodation voucher.
Q. Does the credit card holder have to be present upon check in?
A. No, the card holder does not need to be present upon check-in.
Q. Do I have to check-in to the hotel on the first day of my hotel accommodation booking?
A. Yes, If you fail to arrive on the first date of the hotel accommodation booking the subsequent nights will be cancelled and full charges will apply.
Q. How far in advance can I book hotel accommodation?
A. Hotel bookings may be made up to 11 months in advance, subject to availability.
Q. If I have an existing hotel reservation, can I extend the number of nights stay?
A. Yes, please contact our customer support teamto check availability and book.
Q. I have found hotel prices cheaper elsewhere, can Tickazilla match the price?
A. Tickazilla endeavours to offer the lowest price possible. Please contact our customer support team to see if we can match the price.
Q. Can I book hotel accommodation on behalf of someone else?
A. Yes, you may book hotel accommodation on behalf of someone else.
Q. I will be arriving late at my hotel, what shall i do?
Q. Is full payment required for a group booking or can I pay a deposit and the remaining balance at a later date?
A. For group bookings, we require the following payments: For event tickets, we require immediate payment in full. For hotel bookings, we require a non-refundable deposit payment equal to 50% of the total cost. We will not proceed with a reservation until all deposits are paid in full.
Q. When will I have to pay my outstanding balance?
A. Payment of outstanding balances for group hotel reservations will be required strictly 45 days prior to the arrival date of your hotel. Full pre-payment will be required on confirmation if the group is traveling within 45 days.
Q. The members of my group wish to pay separately using their own payment cards. Is this possible?
Cart & booking process
Cart & booking process
Q. Can I calculate the price of event tickets and hotels on your website, without an obligation to purchase?
A. Yes, you may add items to your online cart to calculate the corresponding cost, with no obligation to purchase.
Q. Does Tickazilla accept bookings from people that live outside the United Kingdom?
A. Yes, numerous clients from all over the World book with us.
Q. Does Tickazilla offer flights?
A. No, we only provide event tickets and/or hotel bookings. We do not offer flights as part of our services.
Q. Can I place a booking over the telephone?
A. Yes, we accept bookings over the telephone. For reservations or sales enquiries, please contact our customer support team. You may also request a call back by completing the relevant form on our website.
Q. How do I know if my booking was successfully completed?
A. Once you've submitted a booking, we'll send you a booking email detailing your purchase. Your booking will then be processed accordingly and we'll send you a confirmed booking email.
Q. I'm having problems trying to book online, what shall I do?
A. If you experience a problem booking online, please contact our customer support team.
Q. Do I need to reconfirm my Tickazilla booking before departure to my destination city?
Q. I have an existing ticket booking and need to purchase extra tickets?
Q. How can I cancel my event ticket booking?
A. Cancellations depend on the specific booking conditions for your ticket booking. Please contact our customer support team.
Q. What do I need to do to cancel my hotel booking?
A. Cancellations depend on the specific booking conditions for your hotel booking. Please contact our customer support team.
Q. Can I make changes or cancel my hotel booking?
A. Booking modifications and cancellations depend on the specific booking conditions for your hotel booking. Please contact our customer support team.
Q. What happens if my event is cancelled or postponed?
A. Please refer to our general terms & conditions of sale.
Q. How long does it take to process a refund?
Q. What payment methods does Tickazilla accept?
A. We accept payments by Visa, Mastercard, American Express and bank transfers (free of all associated bank charges).
Q. Do I need to make the full payment immediately?
A. Due to our own contractual obligations, we require payment in full, at the time of your booking. For group hotel bookings, we offer different payment terms. Please visit our F&Q's for 'Group Bookings'.
Q. Does Tickazilla charge a handling fee for credit or debit card payments?
A. No, all card payments are processed free of charge.
Q. When will my payment card be charged?
A. Your payment card will be charged immediately, upon completion of your booking.
Q. Is it secure to enter my payment card details online?
A. To ensure your payments are safe, we use Stripe to process your card payments. Stripe and Tickazilla use the latest encryption technology to protect your personal data, including your payment card information. Every transaction you make with us is co completely safe.
Q. Does Tickazilla offer gift vouchers?
A. Yes, we offer tailor made gift vouchers. Please contact our customer support team.
Q. How do I make payment using a Tickazilla gift voucher?
A. To redeem the value of your gift voucher, please book in the normal way via our website. When prompted towards the end of the shopping cart process, please enter your 'Voucher Code’ into the ‘Discount Code’ box. You will find this code on your gift voucher. The total value of your purchase will be reduced accordingly.
Q. How can I get a receipt/ invoice for my booking?
A. After you've submitted a booking and we have processed it, a pdf prepaid invoice will be sent to you by email. A copy of this document is also available via your online customer account.
Q. How will the payment to Tickazilla appear on my credit card/ bank statement?
A. Your payment will appear under our official registered company name of 'Football Encounters UK Ltd'.
Q. I am experiencing problems using my payment card, what shall i do?
Q. How do I find out if it is safe to travel to my destination city?
A. Please visit the Foreign & Commonwealth Office for the latest travel advice.
Q. Do I need to organise a visa for my trip?
A. Passport’s, visa’s and health requirements for you and any other members of the group is your responsibility. You will need to obtain all the necessary passport and visa documents prior to departure to your destination country. If you are unsure of what documents are required, please contact the consulate of the country you are travelling to. Important information on visas, passports, health and travel advice may also be found by visiting the Foreign & Commonwealth Office.
Q. Do I need a passport for my trip?
Travel insurance & protection
Travel insurance & protection
Q. Do I need travel insurance for my trip?
A. Yes, we strongly recommend that you obtain comprehensive travel insurance for the duration of your trip to cover against cancellation and medical cover.
Q. Is my booking protected in the event of your insolvency?
A. Any money you have paid to us for a ticket and hotel package booking is held in a trustee account until the contract has been fully performed, which ensures that your full payment is protected and refunded to you in the unlikely event of our insolvency. This provision is in accordance with ‘The Package Travel Regulations’ set by the Department of Trade and Industry within the United Kingdom.
Q. I am from the United Kingdom and travelling within Europe. Should I take an E111 card on my trip?
Q. How do I access my customer online account?
A. Please visit Your account.
Q. How can I access my booking online via your website?
A. Please visit Your account. Once you've logged in to your account, please navigate to the relevant section.
Q. I haven't received any notification or confirmation of my booking, what shall I do?
A. If you haven't received any of our emails, please check your junk email folder first. If you are still unable to locate our emails, please contact our customer support team. Please note, it may be neccessary to add email@example.com to your safe contacts list otherwise junk email filters may prevent you from receiving emails from us.
Q. Do I need to login to my online customer account before I depart for my trip destination?
A. No, it is not necessary however we do recommend it. Your online account holds important information and documents relating to your trip including accommodation voucher, prepaid invoice, delivery details and our 24hr emergency contact telephone number.
Q. I've forgotten my password, what shall I do?
A. If you’ve forgotten your password, you may reset it by following the instructions on our password reset webpage.
Q. I want to change my billing address and contact details, how do I do this?
A. Please contact our customer support team.
Q. How do I change my login email address?
Other & miscellaneous
Other & miscellaneous
Q. I have a ticket to sell for one of the events listed on your website. Can I sell it to you?
A. We do not purchase tickets from one -off individual offers. We are only interested in offers from reputable and established suppliers that wish to conduct long term working relationships with us.
Q. How do I unsubscribe from Tickazilla.com's newsletter?
A. If you no longer wish to receive our newsletters, please use the 'Unsubscribe link' situated towards the bottom of all our newsletters. You may also unsubscribe by contacting our customer support team.
Q. Does Tickazilla have a holiday brochure?
A. As we are an online travel company, we do not produce brochures to advertise our event tickets, hotel accommodation and services. All information pertaining to our services are detailed on our website.
Q. How do I contact Tickazilla.com?
A. Contact information for Tickazilla can be found by clicking on the 'Contact Us' link situated to the top left hand side of our website.
Q. I have my own travel agency and wish to set up an affiliation with Tickazilla. How do I set up an account?
1. Covid-19, venue entry & security
Covid-19 & venue entry
Venues reserve the right to refuse admission should you breach any terms and conditions of the venue, event or event organisers.
To combat the spread of Covid-19, national governments have imposed mandatory health and safety procedures at venues. These protocols, without limitation, may require you to wear a face-mask for the entire duration of the event, answer health screening questions and pass a body temperature test (below 37.5 degrees) upon entry, and adhere to any other specific entry requirements, such as evidence of an approved Covid-19 vaccination certificate/pass with QR code, which shows you have been fully vaccinated (at least 14 days prior to the event start time and within 270 days of the event start time), or made a full recovery from Covid-19 (from 11 days after you tested positive and within 270 days of the event start time).
Negative PCR tests or rapid antigen tests (within 48 hours of the event start time) are no longer accepted. You must therefore be fully vaccinated, or have fully recovered from Covid-19, within the time limits set out above.
Some of these entry requirements may not be necessary for children under a specific age.
The Covid-19 vaccination certificate/pass you use, must be one that has been approved by the national government of the country, where the venue is located. It must also be compatible with the government’s official verification technology/apps.
In order to enquire about specific entry requirements for event venues and related Covid-19 protocols, or to check that your country's Covid-19 vaccination certificate/pass will be duly accepted, please contact the nearest embassy of the country you are travelling to, or contact your government’s foreign travel department.
These strict health and safety requirements are mandatory and may require spectators to arrive at the event venue much earlier than the event start time. Entry time slots depend on your seating location and range from approximately 30 mins to 2 hours prior to the event start time. If you fail to comply with the Covid-19 health and safety protocols, or fail any of the checks, or fail to produce an approved, valid and functioning Covid-19 certificate/pass, this shall entitle the venue, event organisers or venue staff to eject you from the venue, or prevent entry into the venue, and you will not be entitled to a refund.
Any unacceptable behaviour likely to cause damage, nuisance or injury shall entitle the venue, event organisers or venue staff to eject you from the venue or prevent entry into the venue, and you will not be entitled to a refund.
Tickazilla cannot be held responsible or liable for any costs or losses you may incur if you fail any of the entry regulations of the venue, or if you breach any terms and conditions of the venue.
You will be asked to produce photographic identification upon entry at certain venues, so you must carry your passport, or other approved form of photographic identification, whilst attending the event.
To verify your Covid-19 vaccination certificate/pass, you will also be asked to show photographic identification that matches the name on your Covid-19 vaccination certificate/pass.
Tickazilla cannot be held responsible or liable for any costs or losses you may incur if you fail to present valid photographic identification. Venue security
Venues may conduct security searches to ensure the safety of other spectators/guests. You and your belongings may be searched at designated security checkpoints at the venue and any prohibited items may be confiscated and may not be returned to you. If you fail to comply with instructions from venue staff then you may be ejected from the venue or prevented from entering the venue, and you will not be entitled to a refund.
Tickazilla cannot be held responsible or liable for any costs or losses you may incur if you fail to adhere to venue security regulations.
2. Ticket cancellations & refunds
All event ticket sales are final.
Event tickets cannot be cancelled, exchanged or refunded except as set out in Conditions 5.7 (iv) and 5.7 (v) of our General Terms & Conditions.
If an event is suspended or postponed and waiting to be rescheduled or has been rescheduled, your tickets will be transferred to the rescheduled event date, up to the same value of the original cost of tickets. Tickets cannot be cancelled, exchanged nor refunded. Should you be unable to attend the rescheduled event date then it is your responsibility to resell your tickets or transfer your tickets to family or friends (that can attend the rescheduled date), or claim a refund on your travel insurance policy.
Tickazilla strongly recommend that you obtain comprehensive travel insurance to cover your ticket purchase against an event being cancelled or postponed.
3. Seat groupings
Some event organisers generally issue seats in pairs, whereby two seats are positioned together side by side.
We therefore provide a minimum guarantee of seats positioned together in pairs, unless we specifically state that all seats are positioned together within the ticket category or ticket description. It is important therefore that you read the ticket category/description carefully for your chosen ticket.
Ticket descriptions are available next to each ticket category on our ticket listing webpages.
Exception - FC Barcelona - Pairs
For FC Barcelona games played at the Nou Camp in Barcelona, we cannot always provide our minimum guarantee of pairs i.e. two seats positioned together side by side.
FC Barcelona only guarantee seats together in pairs, within the following definition of pairs:
1. two seats positioned together side by side.
FC Barcelona will always try to prioritise pairs (as above) however in rare circumstances, the club may issue pairs as:
2. a seat directly in front of the other seat.
3. two seats together in a diagonal pair.
4. two seats together in a diagonal pair that are separated by an aisle/ step.
5. two seats together in a diagonal pair that are separated by one seat.
6. two seats side by side that are separated by an aisle/ step.
7. two seats side by side that are separated by one seat between them.
8. two seats in front of each other that are separated by one seat/row.
3 or more seats
Unless we specifically state that all seats are positioned together (within the ticket category or ticket description), group bookings of three or more persons may be seated in different rows, sectors or stands (within the positions of your allocated ticket category) and therefore separated from each other.
Where the ticket category/description does not specifically guarantee all seats together, we will always sincerely try our hardest to seat groups together, or as close together as possible, however we cannot always guarantee this.
We can only guarantee seats together if the ticket category/description specifically states that all seats will be positioned together. It is important therefore that you read the ticket category/description carefully for your chosen ticket.
To provide you with our guarantees for seat groupings, all tickets must be placed under the same booking reference and paid for in a singular transaction. We are unable to 'connect' tickets that have been booked and paid for in separate transactions, unless we specifically inform you in writing by email.
If you have any specific requests for seating allocations or seat groupings, please contact us.
The face values printed on your tickets may vary slightly to each other as certain sectors within your allocated ticket category may have different pricing structures. You acknowledge that we do not have any control over this.
4. Seating & ticket allocations
Ticket descriptions & categories
Ticket descriptions are available next to each ticket category on our ticket listing webpages.
Please note; some ticket categories provided on our website are our own definitions, which may differ from the official categories offered by the event organiser.
Where necessary, Tickazilla reserve the right to supply free ticket category upgrades without notice to you, and this shall not constitute breach of the Contract.
Stadium seating plans
Stadium seating plans are not to scale and only representative of approximate seat positions.
Home supporter sections
Seats will be positioned in the home supporters sections of the stadium. You will be seated with supporters of the home team (i.e. the team from the city/country where the event is being played). Some of these areas may also be seated with neutral supporters.
The colours of the away team (shirts, scarves, jackets etc) will not be permitted into these sections of the stadium.
Away supporter sections
Seats will be positioned in the away supporters sections of the stadium. You will be seated with supporters of the away team (i.e. the visiting team).
The colours of the home team (shirts, scarves, jackets etc) will not be permitted into these sections of the stadium.
5. Event dates
The dates and times for all events are shown as provisional or confirmed. Also, event start times are marked as local.
Those events that are marked as provisional may be moved at short notice to alternative event dates or event start times. If an event is marked as provisional then all possible variations to the performance date of each event are displayed online. This information is also available throughout the online booking process.
Once the date/ start time for provisional event dates has been confirmed by the event organisers, we'll notify you accordingly via email.
6. How do provisional event dates affect the duration of my hotel stay?
For those events that are marked as provisional, hotel stays should cover all days that the event could potentially take place on. This will ensure you do not miss the event you are travelling to watch.
If you book your hotel online via our website, the hotel check-in date and number of nights are automatically set to cover all possible dates that your chosen event may be performed on.
It is your responsibility to ensure you book the correct number of nights to cover the performance dates of the event
Similarly, if you are booking your hotel independently then you must also ensure your stay covers all possible nights that the event may take place on.
7. Face value of event tickets
Event tickets are sold above or lower than the face value at commercial market rates and reflect supply and demand for that particular event. In order to secure 'difficult to obtain' tickets, preferred seating and to guarantee tickets in advance (before general sale to the public) and at sold out events, we ourselves have to pay a high premium above the face value to event organisers and/or authorised/ third party agents. You acknowledge that we do not have control over the ticket prices set by such companies, and that we cannot be held responsible for such prices.
Face value of tickets may vary for each event and normally reflects the profile of the event. If face values are not provided within your ticket description then indications of face values are highlighted below:
General Admission tickets range from €10 Euros to €100 Euros
Category Four tickets range from €10 Euros to €85 Euros
Category Three tickets range from €15 Euros to €95 Euros
Category Two tickets range from €25 Euros to €120 Euros
Category One tickets range from €30 Euros to €250 Euros
VIP tickets: from €120 Euros
Where applicable some values are approximate. Ticket offices may also charge a 10% - 20% administration/ booking fee in addition to the face value. In some instances the face value may not be printed on tickets or season/ electronic access cards that are issued to our clients.
Business costs not included in face value
The final price you pay also considers other factors that encroach on our business costs (other than profit) which are not included in the face value of the tickets;
Firstly, it is worth noting that overseas event organisers/ companies have to charge VAT to us before considering their own additional costs and profit margin.
Secondly, we have to consider UK VAT @ 20%, overseas bank transaction charges, risks associated with foreign currency exchange rates, administration costs, advertising costs and service.
We fully support our customers ‘shopping around’ before buying (or not buying) from us. By purchasing from us you will have peace of mind that your tickets will be available in advance for the event you attend.
8. Ticket types provided
Season tickets & member cards.
Some ticket agents may pre-book season tickets at the start of the season with the respective sports clubs/ event organisers that may be used for your event booking. Season tickets are normally issued in the form of electronic access cards, member cards or paper tickets and may have different spectator names on them. This is standard practice for the majority of football clubs. Also, club members that do not take up the option of attending games may also return their electronic access cards/ member cards/ tickets back to the respective clubs which may also be issued as part of your ticket booking.
These cards and tickets are officially allocated to our customers with the approval of the respective clubs. The names of each spectator are still given to the respective authorities whom take note of which persons are actually attending the event. You will not have any problems gaining access into the stadium using these cards or tickets.
If such cards or tickets are issued as part of your bookings, some clubs may also provide official supporting documentation to provide details of the relevant spectator name changes (the spectator names on your booking). You must take the supporting documentation with you to the stadium with the cards/tickets (plus valid photographic identification for each spectator). Failure to take the official supporting documentation with the tickets may result in stadium officials refusing you entry into the stadium.
You may also need to return the cards back to the reception desk of your hotel after the game, as the cards will need to be returned to the club and used by other spectators at future games. If this is required for your booking, instructions on how to return your cards will be provided in the envelope that we deliver your tickets in.
Electronic tickets (e-tickets)
Some event organisers may issue e-tickets for your booking rather than paper tickets. If e-tickets are issued then we will send e-tickets (normally in PDF format) to your registered e-mail address. You will need to print the e-tickets and take them with you to the venue. You must therefore monitor your e-mail inbox before you attend the event.
9. Finding the venue & locating your reserved seats
You will be responsible for finding your way to the venue and locating your reserved seat(s) inside the venue. The location details of your reserved seat will be displayed on your ticket/ entrance pass. Signs are also marked at the venue to help with entry into the venue and to identify the correct seat locations.
If you are unable to find the correct entrance or have difficulty in identifying your reserved seat then you should contact the nearest steward/ venue staff for assistance so they can help you find your seat.
You agree that no claim will be made against us for the actions or failures, whether negligent or intentional, of any third parties including (but not limited to) the venue, event organisers, official ticket distribution partners of the event organisers or venue staff/ stewards. We will also not be liable for how your seat information is displayed on the tickets nor the language that is printed on the tickets.
10. Security measurements, punishment bans & members at football games
Event organisers may on rare occasions impose strict security measurements, or punishment bans at certain games. Some clubs may also cancel their existing booking policies (at certain games) and limit spectators to those that are only registered members of the club.
Spectators at stadiums may therefore be limited to:
1. local residents that live in the city where the game is taking place in, or
2. registered members/card holders of the team, or
3. passport holders of the country where the game is taking place in, or
4. passport holders of all countries except passport holders of the country from where the opposing away team is registered, or
5. no spectators i.e. matches may be played behind closed doors with no public attendance
Event tickets can only be issued by such supporters. Access into the stadium will be denied for any other supporters.
Furthermore, where demand by registered members is extremely high then only a limited number of tickets may become available to the general public and/or certain ticket categories may sell out. Registered club members have first refusal on tickets even if the general public book confirmed tickets in advance with the club’s official agents. In this scenario, clubs may subsequently cancel their existing booking policies.
These decisions may be enforced without warning at short notice before the respective event.
For those travel/ sport event agencies that pre-book tickets in accordance with the clubs normal booking policies, in advance of any such announcement, will no longer be permitted and cancelled by the respective clubs.
You acknowledge that we do not have any control over this and will not be held responsible.
For general conditions and cancellation terms, please see condition 5 ‘Terms of Payment, Variations & Cancellations’ under our standard terms & conditions.
1. Who we are
1.1 We are Football Encounters UK Limited trading online as Tickazilla.com (referred to as “Tickazilla” in these Conditions). Tickazilla’s postal address and registered office is 1 Parliament Street, Hull, East Yorkshire, HU1 2AS, United Kingdom. Tickazilla is a trading name of Football Encounters UK Ltd and is registered as a limited company in England and Wales with number 4500142, and VAT registration number 808 8664 89.
1.2 Tickazilla’s telephone number is +44 (0) 844 804 5040, fax number is +44 (0) 844 804 5040 and e-mail address for you to contact is firstname.lastname@example.org
2. Formation of the contract
2.1 A binding legal contract (“Contract”) will be made between Tickazilla and you only after you have made a booking with Tickazilla and Tickazilla have confirmed its acceptance of your booking by issuing an e-mail called 'Confirmation of your order with Tickazilla.com'.
2.2 The Contract will be upon these Conditions to the exclusion of all other terms and conditions (including any terms and conditions which you include at the time of your booking). Tickazilla reserve the right to change these Conditions at any time without notice to you.
2.3 It is your responsibility to give Tickazilla all necessary information with your booking, and for ensuring that all this information is complete and accurate. Please ensure that you read the full item description and are happy with your booking before submitting payment. If you make a mistake, we will try to rectify any issues and/or correct the booking details but provide no guarantee that this will be possible.
2.4 If you do not receive written acknowledgement of your booking from Tickazilla after submitting payment, or if you encounter an error message or service interruption after submitting payment, it is your responsibility to confirm whether or not your booking has been submitted successfully. You may do this by contacting Tickazilla or be checking your booking status via your Tickazilla customer account. Tickazilla cannot be held responsible or liable for any costs or losses you may incur if you assume a booking was submitted successfully.
2.5 To prevent fraudulent transactions and to protect Tickazilla from fraud, we reserve the right to carry out additional checks and/or request extra information be provided in order to verify purchases. We reserve the right to cancel any bookings that we reasonably suspect to have been made fraudulently, without any notice to you.
3.1 Event tickets advertised for sale include a detailed ticket description plus any specific conditions next to each respective ticket category. Please ensure you click on the links to read the 'Ticket description' and 'Ticket conditions' for your chosen event ticket.
3.2 All seating plans displayed during the booking process are not to scale and only representative of approximate seat positions. They are for guidance only and reflect the general layout for the venue. For some events, the layout and specific seat locations may vary without notice.
3.3 Hotels advertised for sale on our website include a detailed description of the rooms being booked plus corresponding booking conditions, cancellation terms, photopgraphs, maps and tripadvisor links.
3.4 By completing a booking, you acknowledge that you have read, understood and accept the description and conditions for the items purchased.
3.5 All event tickets and hotels are advertised subject to availability. Any quotations given by Tickazilla are subject to change and subject to continued availability.
4. Calculation of prices
4.1 The price payable for event tickets, hotel accommodation and airport/hotel transfers shall be the price specified by Tickazilla at the time of your booking, or (if no price is specified at that time) the price specified in Tickazilla’s invoice or in any written particulars of the Contract we may provide to you (“the Price”).
4.2 Prices are quoted in the currency that they will be charged in. Tickazilla cannot be held responsible or liable for any additional charges or losses you may incur from your payment provider, or for any currency exchange rate fluctuations, which are entirely at your risk.
4.3 Advertised prices may be subject to daily price increases or decreases as a direct result of exchange rate fluctuations and increases or decreases in costs as set by our suppliers. You acknowledge that Tickazilla do not have any control over this.
4.4 During trade fairs or other special events/ festivals, hotels often impose premium rates for their rooms so the price you pay to Tickazilla for accommodation may be higher than the hotel’s published rate. You acknowledge that Tickazilla do not have any control over this.
4.5 Event tickets are sold above face value at brokered commercial market rates and reflect supply and demand for that particular game. In order to secure 'difficult to obtain' tickets, preferred seating and to guarantee tickets in advance (before general sale) and at sold out events, we have to pay a high premium to ticket agents. We do not control the costs set by officially appointed or third party ticket agents. You acknowledge that Tickazilla do not have any control over this and we cannot be held responsible or liable for such prices.
5. Terms of payment, variations, cancellations & refunds
5.1 Times and methods for payment The full Price is payable immediately unless otherwise stated by Tickazilla. Payments may be made by selected credit or debit cards at the time of your booking, by bank transfer or by cheque made payable to “Football Encounters UK Limited” (which should be sent to Tickazilla's’ postal address set out in Condition 1 above). Payments will only be deemed to have been received after cleared funds have been received in Tickazilla’s bank account. If payment is made by cheque, you must ensure that Tickazilla receives your cheque at least 4 working days prior to the date the relevant payment is due to allow time for your cheque to clear.
5.2 Payment handling fees Payments made by debit cards, credit cards or bank transfers do not incur any handling charges and will be processed free of charge. Payments made by bank transfers must be made free of bank charges, with the cost of all such charges payable by you.
5.3 Consequences of non-payment If payment of the full Price in cleared funds is not received by Tickazilla within the time limits set out in Condition 5.1 above, this shall be a material breach of the Contract by you and shall entitle Tickazilla to treat the Contract as being at an end and reallocate the event tickets, accommodation or package forming part of the Contract without informing you.
5.4 Group accommodation bookings (i) For group bookings, Tickazilla will provide you with separate Terms & Conditions for the following quantity or combination of room types:
5 x twin/ double rooms or more,
6 x single rooms or more,
6 x double rooms (single occupancy) or more,
6 x twin rooms (single occupancy) or more,
4 x triple rooms or more,
10 persons or more, sharing a combination of 6 room types or more.
(ii) The Contract for group bookings will be upon these Conditions and will also include all provisions contained in these Standard Terms & Conditions.
5.5 Cancellation and variations of the contract by you (I) The following contracts do not have a right for the Customer to cancel under ‘The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013’: Section 28 (h); the supply of accommodation, transport of goods, vehicle rental services, catering or services related to leisure activities, if the contract provides for a specific date or period of performance. For example, hotel bookings, courier services, car hire, restaurant bookings and event tickets to be performed on specific dates. Therefore this legislation does not apply to the Contract.
(ii) Any notice of cancellation by you of a Contract or booking must be made as early as possible in writing to Tickazilla at the e-mail address set out in Condition 1 above.
(iii) Any request by you to vary a Contract or booking (including any request to transfer a Contract or booking to another person) must also be made in writing as early as possible to Tickazilla (at the e-mail address set out in Condition 1 above). Tickazilla retains the discretion as to whether or not to accept variations to a Contract requested by you, and accordingly Contract variations are only effective if accepted in writing by Tickazilla. You should note that changes or variations will also depend on the individual terms of your accommodation booking and/or Condition 5.5 (v) below.
(iv) Except as set out in Condition 5.5 (v) below or as set out in the individual terms of your accommodation booking, in circumstances where you (or any other person who is due to attend the event) are prevented for any reason from attending the event to which the Contract relates, and you have requested in writing a reasonable time before the date of the relevant event date that we transfer the Contract or booking to another person who you have identified, we will arrange to transfer the benefit of the Contract or booking to that person provided that the specified person is able to satisfy all the conditions of the Contract.
(v) Once event tickets have been received by us from the event organiser or issued/dispatched to you by post or by electronic means, no modifications, cancellations or refunds are permitted.
5.6 Consequences of Cancellation by you (i) Except as set out in Conditions 5.7 (iv) and 5.7 (v), event tickets cannot be cancelled, exchanged or refunded after you have submitted a booking and/or payment. All event ticket sales are final. If you cancel your event tickets, you will still be liable to pay for the total Price of the cancelled tickets (and Tickazilla will not refund any amounts already paid by you). You should note that cancellation of part only of an event ticket booking is not permissible at any time.
(ii) Accommodation bookings may only be cancelled, exchanged or refunded if the individual terms of your accommodation allow it. Please check your individual accommodation policy for cancellation and modification terms.
(ii) Airport/hotel transfer bookings may only be cancelled, exchanged or refunded if the individual terms of your transfer allow it. Please check your individual transfer policy for cancellation and modification terms.
5.7 Cancellation and variations of the contract by Tickazilla (i) Occasionally, events may have their venue capacity reduced, or be suspended, postponed, or cancelled, by the police, a local authority, national government, event organiser, governing body, promoter, team, performer or venue, due to a variety of reasons of unusual or unforeseeable circumstances beyond Tickazilla’s reasonable control. These unusual or unforeseeable circumstances are known as "Force Majeure" events, which are specified in more detail under Condition 12.2 below. If Tickazilla have to alter a significant term of the Contract or cancel the Contract for any of these “Force Majeure” events or any other reason, Tickazilla will notify you by telephone or e-mail, as soon as possible.
(ii) If event tickets have already been issued by Tickazilla, you must retain your event tickets and comply with any other reasonable instructions provided by Tickazilla or any of its agents.
(iii) If an event is suspended or postponed and waiting to be rescheduled, or has been rescheduled, your tickets will be transferred to the rescheduled event date up to the same value of the original cost of tickets. Tickets cannot be cancelled, exchanged nor refunded. Should you be unable to attend the rescheduled event date then it is your responsibility to resell your tickets or transfer your tickets to family or friends (that can attend the rescheduled date) or claim a refund on your travel insurance policy. Tickazilla strongly recommend that you obtain comprehensive travel insurance to cover your ticket purchase against an event being cancelled or postponed.
(iv) If an event is performed with a reduced venue capacity, or performed behind closed doors (without spectators in attendance), or cancelled in its entirety (and not re-scheduled), your tickets will be cancelled. Tickazilla will issue you with either a credit note or refund for the cost of the event tickets, subject to a 20% administration fee, in accordance with the applicable guidelines as set out in Condition 5.8 below. Any refunds or credits will be based on the date Tickazilla receives official notification from their supplier, event organiser, promoter, team, performer or venue, and were applicable.
(v) On certain occasions it may be necessary to impose stricter refund or credit note limitations to those outlined below in Condition 5.8, as certain suppliers or promoters may impose stricter cancellation policies. If the refund or credit on your booking differs from those outlined below in condition 5.8, you will be notified at the time the variation or cancellation to the contract is notified by Tickazilla.
(vi) Tickazilla will make reasonable efforts to ensure that advertisements and descriptions provided relating to events are adhered to, but Tickazilla reserves the right to make minor alterations or supply ticket category upgrades without notice to you, were necessary, and this shall not constitute breach of the Contract.
5.8 Cancellation of the Contract by Tickazilla Cancellation policy
Event ticket bookings: Credit note or refund for cost of event tickets, less 20% admin fee
Airport transfer bookings: Refund for cost of transfer, less 10% admin fee
6. Credit notes
6.1 Issue (i)
If you are issued with a Credit Note from Tickazilla then the Credit Note will carry terms and conditions.
The Credit Note will be issued in the form of a credit discount code for use on Tickazilla’s website. A copy of your Credit Note will also be uploaded to your online customer account.
When you confirm the acceptance of a Credit Note, the credit will be upon these Conditions to the exclusion of all other terms and conditions (including any terms and conditions which you include at the time of your booking).
The Credit Note will be subject to our ‘General Terms & Conditions’ and ‘Event and Ticket conditions’.
The amount of credit shown on the Credit Note can only be redeemed in British Pounds Sterling (GBP). The Credit Note cannot be exchanged for cash and are non-refundable.
Once the Credit Note has been issued, you will be responsible and liable for the safety and use of the Credit Note. Tickazilla will not be held responsible for lost, stolen or used Credit Notes. Credit Notes are to be treated like cash; lost, stolen or used Credit Notes will not be replaced, refunded or redeemed.
6.2 Redeem (i)
The Credit Note must be used towards the cost (or cost in full) of event tickets or a combination of event tickets and hotel accommodation that are advertised for sale on Tickazilla’s website.
The Credit must be offset against the future purchase of event tickets for events that are organised by the same event organisers for which the event tickets on your original order were initially valid for. In the case of sporting events, the Credit must be used for the home events/ home fixtures of the specific sporting club that you had originally booked the event tickets for.
To redeem the value of your Credit Note you need to purchase your event ticket(s) through our website and enter your ‘Credit Discount Code’ into the ‘Discount Code’ box when prompted towards the end of your online shopping cart. This will subsequently reduce your shopping cart total by the given value of your Credit Note.
The Credit note cannot be used in conjunction with any other offers or discounts.
If upon redeeming your Credit Note, there is a difference between the cost payable and the Credit Note value, the difference will be adjusted on your Credit Note and must still be used within the original validity period of the Credit Note.
6.3 Validitiy (i)
The exact validity of the Credit Note period shall be the expiry date specified by Tickazilla at the time Tickazilla issue your Credit Note.
All Credit Notes carry different validity periods which will be valid from the date of issue.
The expiry date of your Credit Note is defined by the respective supplier/ promoter/ event organiser or sporting club for which the event tickets on your original order were initially valid for.
On certain occasions Tickazilla may be allowed to increase the validity period of the Credit Note. Some suppliers/promoters or event organisers may allow Tickazilla to extend the original validity by up to one extra year. If your Credit Note can extend beyond its original validity period, you will be notified by Tickazilla at the time of issue.
If your Credit Note is subject to Condition 6.3 (iv) above, and you do not redeem your Credit Note within the original validity period but you wish to extend the validity period further by one extra year, then it is your responsibility to notify Tickazilla in writing within the original validity period of the Credit Note period. Any notification received thereafter to reactivate your Credit Note (by up to one extra year) will no longer be valid and Tickazilla will be unable to extend the expiry date on your Credit Note.
Once the Credit Note has been issued, you will be responsible and liable for the safety and use of the Credit Note. Tickazilla will not be held responsible for lost, stolen or used Credit Notes. Credit Notes are to be treated like cash; lost, stolen or used Credit Notes will not be replaced, refunded or redeemed.
After a Credit Note has expired, the credit is no longer valid and cannot be used. Tickazilla is unable to extend the expiry date. It is your responsibility to ensure the Credit Note is redeemed before the expiry date.
7. Online customer acccount
7.1 After your booking has been confirmed (as set out in condition 2 above) you can view details of your booking by logging into your online account via www.tickazilla.com using the username and password that you registered at the time of booking. To access the login page you may either click on the link via your booking confirmation e-mail or visit ‘My Trip Login’ via the home page navigation bar on Tickazilla’s website (www.tickazilla.com).
7.2 You acknowledge that it is your responsibility to check your online account and ensure that all of the details regarding your booking are correct as services can only be provided in accordance with the details outlined on your account. If any of the details are incorrect you need to contact Tickazilla immediately via telephone or e-mail as set out in condition 1 above so the details can be corrected.
8.1 Room classifications We offer the following types of rooms:
Twin room - Contains two single beds in the same room. The room is suitable for two people.
Double room - Contains one double bed, or 2 single beds made up as one double bed. The room is suitable for two people.
Single room - Contains one single bed. The room is suitable for one person.
Double room (single occupancy): Contains one double bed, or 2 single beds made up as one double bed. The room is suitable for one person.
Triple room - Contains one double bed + extra bed, or two single beds (twin bed) + extra bed, or two double beds + extra bed. Most hotels do not have one full size bed for each guest in their triple rooms so one bed may be a roll-away bed/ sofa bed.
8.2 No-shows and late-arrivals If guests do not arrive at their hotel on the first night of their original check-in date then hotels may regard your booking as a no-show. The hotel then has the right to cancel the entire booking (all nights on your room reservation) with 100% cancellation charges (no refund) and allocate your room(s) to other guests. You acknowledge that Tickazilla do not have any control over this.
If you expect to arrive at your hotel later than the original date of check-in then it is your responsibility to contact the hotel to inform them accordingly so they can continue with your booking for the remaining number of nights. For example, if your travel arrangements are delayed, cancelled or rescheduled to a later date.
8.3 Star ratings Star ratings of accommodation featured on our website are provided for your information only. The star ratings are based on information from our suppliers and take into account the accommodation’s facilities and services. The star ratings may differ from any other ratings assigned by governments and/or tourism authorities. You acknowledge that Tickazilla does not have any control over star ratings and/or grades awarded to accommodation establishments. We do not independently verify star ratings. A star rating is only indicative of the level of comfort you can expect to receive at a particular accommodation. Detailed descriptions of the accommodation may also be found n our website. Please be aware that star ratings can vary greatly depending on location and other factors. Star ratings in one country may not necessarily be comparable with star ratings from another country.
8.4 Accommodation establishments are not handpicked by Tickazilla nor independently reviewed by Tickazilla. Tickazilla simply offer booking access at negotiated discounted rates for an extensive range of 2* to 5* accommodation at a given destination. It is a customer’s own responsibility to research the suitability of their accommodation before deciding to book it on Tickazilla.
8.5 You can retrieve your accommodation voucher by logging into your online account. A copy is also emailed to customers, shortly after booking. Upon arrival at your accommodation, you must present a copy of the accommodation voucher to the receptionist, as proof of booking and payment.
8.6 Unless your event ticket booking includes accommodation, you will be responsible for any necessary accommodation arrangements.
8.7 Complaints need to be brought to the attention of the hotel on the spot during your stay at the hotel. Any complaint about the accommodation or other service provided by the hotel should be directed to the hotel. The only complaints that may be sent to Tickazilla are those connected with Tickazilla's own service. Tickazilla cannot be held responsible nor liable for any complaints made by you for the hotel location, inadequate accommodation or any other services offered by the hotel. Tickazilla is only responsible for ensuring the room(s) you book are duly reserved with the respective hotel for your dates of travel.
9. Airport/hotel transfers
9.1 If you are travelling with luggage, it is your responsibility to ensure that a large enough vehicle is booked to accommodate all luggage. If you bring extra luggage that cannot fit in the vehicle, you will need to cover any additional costs incurred in transferring the luggage.
9.2 For transfer services beginning at airports: It is your responsibility to ensure that you wait for the Driver or Representative at the appointed meeting point as detailed on the transfer voucher via your online account.
9.3 For transfer services beginning at hotels: You must wait in the hotel reception/ foyer at the hotel address shown on the transfer voucher, at least 5 minutes prior to the confirmed pick up time.
9.4 Should you be unable to locate the Driver or Representative, it is your responsibility to telephone the relevant emergency telephone number on your transfer voucher given to you by Tickazilla before making alternative arrangements.
9.5 For transfers that include the services of a Driver who speaks either the local or a foreign language, the driver will not assist with check-in at the accommodation or at the airport.
9.6 Tickazilla takes no responsibility for a flight, train or other connection being missed should the duration of the service exceed the time that you have allowed between the transfer points.
9.7 Unless your booking includes transport to the fixture venue and/or accommodation, you will be responsible for arranging your own transport.
10. Delivery and collection of event tickets
(i) The delivery options available for your event will be listed during the checkout process. Specific information about each delivery option may be found by clicking on the delivery description. All relevant information regarding your chosen delivery or collection option will also be available by logging into your online customer account.
(ii) For hotel deliveries in the event city, please ensures you read the “must know before you go information’, which is available by logging into your online customer account. This includes important information about delivery and expected delivery times.
(iii) For the Munich Oktoberfest, specific details regarding our meet & greet ticket collection service will be sent via email just before the event.
10.2 Tickazilla aims to dispatch event tickets as early as possible. For some events, tickets may not be released to us by the event organisers until very close to the event date.
(i) For electronic ticket (e-ticket) deliveries, you are responsible for providing a valid email address and to ensure that you are able to receive delivery of the e-tickets by email. You must ensure that the storage capacity is not full, your email mailbox does not reject, bounce or otherwise prevent any relevant emails from being delivered and that your spam settings will accept emails from email@example.com. You should check your junk or spam folders on a regular basis to ensure messages from Tickazilla have not been incorrectly identified as spam.
(ii) For private or business addresses, you are responsible for providing a safe and secure delivery address. You must ensure that someone is available to accept delivery of your event tickets. All deliveries will also require a signature, upon delivery.
(iii) For hotel deliveries in the event city, you are responsible for providing a hotel delivery address. Towards the final stage of our online booking process, you will have the opportunity to enter the full postal address of your hotel. If you do not have these details to hand or have not booked your hotel accommodation, then you may provide your hotel delivery address at a later date by e-mail, but no later than five days prior to the event date. Please note: If you make a last minute ticket reservation i.e. within five days, you must provide delivery details at the time of booking or within 24 hours of placing your reservation. If you book hotel accommodation direct with Tickazilla, we will automatically update your hotel delivery address for delivery of your event tickets. In all circumstances, the hotel receptionist or concierge will accept and sign for the tickets as proof of delivery. Tickets will be kept in a safe place behind the reception desk. You are responsible for collecting your event tickets from the hotel reception/concierge, before the event.
10.4 You will become the owner of your tickets and responsible for risk of loss of or damage to them once they have been delivered to you. For deliveries, you agree to accept our delivery receipt with the signature that was taken upon delivery, as proof of your ticket delivery.
10.5 You are responsible for ensuring delivery addresses are complete and accurate, and do not hold Tickazilla responsible for any failure to deliver, as a result of incorrect delivery instructions given by you and/or failure to ensure someone is available to receive delivery of your event tickets (whether physically or via email, where applicable) . Tickazilla will not be liable to you for any refund or compensation where delivery is refused, missed, returned or unclaimed.
10.6 You are responsible for checking your event tickets immediately, once they have been delivered to you as mistakes cannot always be rectified. You should contact us as early as possible, by email to firstname.lastname@example.org, if there is a mistake or error with your event tickets.
10.7 We reserve the right to make your event tickets available for collection by you at the venue box office or at another designated ticket collection point. If we have to alter a significant term of your chosen delivery option, Tickazilla will notify you by telephone or e-mail as soon as possible.
11.1 If you have any comments or complaints in relation to the Contract, you should send these to Tickazilla in writing to Tickazilla’s postal address or email address set out in Condition 1 above within fourteen days of the last advertised date of the event fixture to which the Contract relates (or, if more than one fixture is included in the Contract, the last fixture). Where possible, the written complaint to Tickazilla should be supported by photographs or other written/ visible proof of the complaint.
11.2 If you have any complaints or problems during the course of an event, you should contact the venue officials at the event. If the complaint or problem cannot be resolved to your satisfaction then you must call Tickazilla immediately on the spot using the emergency 24hr telephone number given to you by Tickazilla. You must give Tickazilla the opportunity to put matters right on the spot, at the time of the complaint or problem, otherwise we will not be held liable.
11.3 If you have any complaints or problems regarding your hotel accommodation, you should notify the hotel reception desk during your stay at the hotel and the hotel management must be given adequate opportunity to rectify the situation from the outset. Where any such complaint or problem is not rectified by the hotel in question to your satisfaction then you must call Tickazilla immediately on the spot using the emergency 24hr telephone number given to you by Tickazilla. You must give Tickazilla the opportunity to put matters right on the spot, at the time of the complaint or problem, otherwise we will not be held liable.
11.4 If you have any complaints or problems regarding airport/hotel transfers, you should notify the driver at the time of the transfer, or telephone the relevant emergency telephone number on your transfer voucher given to you by Tickazilla. The transfer company must be given adequate opportunity to rectify the situation from the outset. Where any such complaint or problem is not rectified by the transfer company in question to your satisfaction then you must call Tickazilla immediately on the spot using the emergency 24hr telephone number given to you by Tickazilla. You must give Tickazilla the opportunity to put matters right on the spot, at the time of the complaint or problem, otherwise we will not be held liable.
12. Limitation of Tickazilla’s liability
12.1 Tickazilla will not be liable to you for any loss or damage you may suffer unless Tickazilla is negligent.
12.2 Force Majeure Tickazilla will not be liable to you for failure to perform part or all of its specific obligations under the Contract, where failure is caused by unusual or unforeseeable circumstances beyond Tickazilla’s reasonable control known as "Force Majeure" events, including but not limited to, acts of God, war, riots, civil unrest, acts of terrorism, fire, explosion, volcanic eruption, flood, risk to public safety, public health emergency, epidemic or pandemic, theft, damage, strike, adverse weather conditions, changes in legislation or a decree imposed by a local authority or national government, a sanction or instruction imposed by the police, an event organiser, team, governing body, local authority or national government.
12.3 Tickazilla will not compensate you for cancellation or non-performance of the Contract where this is your fault.
12.4 Tickazilla does not exclude or limit its liability for death or personal injury resulting from its negligence or any other liability, which cannot by law be excluded.
12.5 Tickazilla will not be liable (including where Tickazilla are negligent) for losses you may suffer as a result of Tickazilla breaking the Contract unless the losses are a reasonably foreseeable consequence of Tickazilla breaking the Contract. Losses are foreseeable where they could be contemplated by you and Tickazilla at the time the Contract is made. Tickazilla are not responsible (including where Tickazilla are negligent) for indirect losses which occur as a side effect of the main loss or damage and which are not foreseeable by you and Tickazilla at the time the Contract is made.
12.6 If you are a business, Tickazilla shall not be liable for any loss of profits, loss of opportunity or reputation or business interruption which you may suffer arising out of Tickazilla’s negligence, breach of Contract or otherwise.
12.7 Tickazilla will take all reasonable precautions to keep the details of your booking and payment secure, but unless Tickazilla is negligent, Tickazilla will not be liable for unauthorised access to information supplied by you.
12.8 Tickazilla will not be liable for any loss or damage of any kind whatsoever suffered by you or any third party caused by any act or omission by you or any third party (including without limitation any loss or damage to your property or belongings or those of your guests or for any further costs, demands or expenses incurred or suffered by you arising out of the Contract).
13. Compensation limitation
13.1 If losses are a reasonably foreseeable consequence of Tickazilla breaking the Contract (see condition 11.3 above), Tickazilla’s liability to you is limited to the lesser of either:
(i) The total amount paid by you to Tickazilla for the booking
(ii) £200.00 GBP (British Pound Sterling)
14. Covid-19, passport’s, visa’s, health and travel insurance
14.1 Passport’s, visa’s, health requirements and complying with the latest Covid-19 protocols are your responsibility. When travelling overseas to another country you will be required to hold a valid passport and may need to adhere to other entry requirements of that particular country, such as visa’s, evidence of an approved Covid-19 vaccination certificate/pass with QR Code, which shows you have been fully vaccinated (at least 14 days prior to travel), or had an appropriate negative Covid-19 test (within 48 hours prior to travel), or made a full recovery from Covid-19 (within 180 days prior to travel).
The Covid-19 vaccination certificate/pass you use, must be one that has been approved by the national government of the country, where the venue is located. It must also be compatible with the government’s official verification technology/apps.
Please contact the nearest Embassy of the country you are travelling to, or contact your government’s foreign travel department, to enquire about specific entry requirements, Covid-19 regulations plus any other health and medical inoculations.
Tickazilla cannot be held responsible or liable for any costs or losses you may incur if you fail to adhere to country specific entry regulations.
14.2 Tickazilla strongly recommend that you obtain comprehensive travel insurance for the duration of your trip. You will need to arrange an adequate insurance policy to cover you against event cancellation, event ticket cancellation, event postponement, travel delays, travel cancellation and also medical cover.
15.1 The Contract of these terms and conditions shall be governed by English Law whereby Tickazilla and you hereby submit to the exclusive jurisdiction of the English Courts in all matters regarding the Contract and these Conditions.
15.2 The headings will not affect the construction of these Conditions.
15.3 Nothing contained in these Conditions is intended to affect nor will it affect any of your statutory rights if you are a consumer (within the meaning contained in the Unfair Contract Terms Act 1977).
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