Ticket Purchase Terms
These terms apply to every ticket bought through the Soultown ticket shop at soultownfestival.com.
1. Who you are buying from
Tickets on this site are sold directly by Soultown Presents ("we", "us"), the promoter of Soultown Festival
and the other events listed in the shop. We are not a ticket agency: your contract for both the ticket and the event
itself is with us. You can reach us at info@soultownfestival.com.
2. Your order
- By placing an order you confirm you are at least 18 and that the details you give are accurate. Payment is taken
securely by Stripe; we never see your card number.
- Your order is accepted, and the contract formed, when payment succeeds and we issue your confirmation email with
your order reference. Selecting tickets holds them only briefly; an unpaid basket is released after about 35 minutes.
- If a ticket is listed at an obviously incorrect price due to an error, we may cancel the order and refund you in
full rather than honour the mistaken price.
- We may cancel orders we reasonably believe are fraudulent, made by bots, or that exceed stated ticket limits,
with a full refund of any amount paid.
3. Prices and booking fees
The price of each ticket and any booking fee are shown before you pay - the total at checkout is the total you are
charged, with no further fees added. Booking fees cover the cost of running the ticketing service and are
non-refundable except where the event is cancelled or the law requires it.
4. Your tickets
- Tickets are digital. After payment you receive an email with your tickets and a link to your online ticket wallet,
where each ticket has its own QR code (you can also add tickets to Apple Wallet). Nothing is posted.
- Keep your QR codes private. A code admits the first person to present it - if you share a screenshot and someone
scans it before you, you will not get in. We are not responsible for tickets that are copied or shared.
- Lost your email? Contact us at info@soultownfestival.com and we can
re-send your tickets to the address used at purchase.
5. Refunds, cancellation and changes
- Tickets are for a leisure event on a specific date, so the usual 14-day online cancellation ("cooling-off") right
does not apply, as allowed by the Consumer Contracts Regulations 2013. All sales are final unless one of the points
below applies.
- If we cancel an event and it is not rescheduled, you will be refunded the face value of your tickets to
your original payment method.
- If an event is rescheduled or moved, your ticket stays valid for the new date or venue. If you cannot make
it, you may request a face-value refund within 14 days of our announcement.
- Line-up, running-order and supporting-act changes do not entitle you to a refund - artists are always subject to
change.
- Where optional refund protection is offered at checkout, it is a separate product with its own terms, shown before
you add it.
- None of this affects your statutory rights under the Consumer Rights Act 2015.
6. No resale
Tickets are for personal use by you and your party. Reselling a ticket for profit, or advertising one for sale
commercially, voids it without refund and entry will be refused. Passing a ticket to a friend or family member at no
more than you paid is fine - just remember the QR code is what counts at the gate.
7. Entry to the event
- Each event's age policy, door times and any ID requirements are shown on its event page - please check before you
buy, as they are conditions of entry.
- Entry is subject to the venue's conditions, including security searches. Illegal items, weapons, and items the
event bans (check the event page) will be confiscated and may mean refusal of entry.
- We and the venue may refuse entry to, or remove, anyone who is abusive, dangerously intoxicated, or otherwise
behaving in a way that risks the safety or enjoyment of others - without refund.
- Events go ahead outdoors in most weather; dress for the conditions.
8. If something beyond our control happens
We are not liable for failure to put on an event caused by circumstances genuinely beyond our control (such as
extreme weather, the actions of authorities, or other force majeure) - though the refund terms in section 5 still
apply if the event is cancelled.
9. Our liability
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or
for anything else that cannot lawfully be limited. Otherwise, our liability to you in connection with a ticket
purchase is limited to the amount you paid for your order. We are not liable for travel, accommodation or other
costs you incur in connection with an event.
10. Accessibility
If you have access requirements, or need to ask about companion tickets, contact us at
info@soultownfestival.com before booking and we will do our best to help.
11. Your details
We use the details you give at checkout to process your order, send your tickets, and contact you about the event
you have booked (for example entry information or changes). We only send marketing if you tick the consent box, and
every marketing email has an unsubscribe link. We do not sell your data.
12. General
We may update these terms from time to time; the version in force when you order is the one that applies to that
order. If any part of these terms is found unenforceable, the rest still stands. These terms are governed by the law
of England and Wales and any disputes are subject to the courts of England and Wales. If you are unhappy with
anything, email us first at info@soultownfestival.com - we would much
rather sort it out directly.
Last updated 29 September 2026 · Soultown Presents · soultownfestival.com