Ticket Sales, Refunds & Exchanges Policy
Last updated: 09/10/26
This policy applies only to tickets purchased directly from When Rivers Meet through our official website: When Rivers Meet Official Web Shop.
Tickets purchased from a venue, promoter, their ticketing company or other authorised ticket seller are subject to the terms and conditions of the organisation from which you purchased your ticket. Please contact the original point of purchase regarding any refund or ticketing enquiry.
1. Tickets sold directly by When Rivers Meet
Tickets sold by When Rivers Meet are for a specific event, venue and date.
Tickets cannot be refunded or exchanged once purchased, except where a refund or exchange is provided for under this policy or required by law.
Tickets for events taking place on a specific date are generally excluded from the usual 14-day statutory cancellation period that may apply to certain online purchases.
Nothing in this policy affects any statutory rights you may have under UK law.
2. If an event is cancelled
If an event is cancelled and is not rescheduled, customers who purchased their tickets directly from us will be entitled to a full refund of the ticket price paid to us, including any mandatory booking fees and venue restoration levies included in the purchase price. Optional services or additional costs, such as postal charges, may be non-refundable where permitted by law.
Refunds will normally only be made to the original payment method.
We will provide information about the refund process as soon as reasonably practicable following confirmation of the cancellation.
Refunds will normally be processed within 28 days of the cancellation announcement.
We are not responsible for any additional costs incurred by customers in connection with an event, including travel, accommodation, parking or other personal expenses, except where required by law.
3. If an event is rescheduled or postponed
If an event is rescheduled to a new date, tickets purchased directly from us will normally remain valid for the new date. If you are unable to attend, you may request a refund. Unless otherwise specified in our notification, refund requests must be submitted within 14 days of the rescheduling announcement. Refunds will generally be processed within 28 days of your refund request.
If an event is postponed and a new date has not yet been confirmed, your ticket will remain valid. We will provide further information once a new date has been confirmed, including details of any refund options available.
Once a new date is announced, the event will be treated as rescheduled and the refund arrangements above will apply.
If a postponed event is subsequently cancelled and is not rescheduled, the provisions of Section 2 will apply.
4. If the venue changes
If an event is moved to a different venue, your ticket will normally remain valid for the new venue.
If the venue change means that you are unable to attend, you may request a refund.
We will provide details of the refund process when the venue change is announced. Unless otherwise specified in our notification, refund requests must be submitted within 14 days of the announcement. Refunds will generally be processed within 28 days of your refund request.
If you do not request a refund within the stated period following the venue change announcement, your ticket will remain valid for the new venue and you will no longer be eligible for a refund under this section.
5. Other changes to the event
We may occasionally need to make changes to an event, including changes to supporting artists, timings, running order or other arrangements.
Such changes will not normally entitle you to a refund, provided the event itself is still taking place substantially as advertised.
If a change is substantial enough that the event is materially different from what was advertised when you purchased your ticket, we will provide appropriate options, which may include a refund.
Where a change does not give rise to a refund under this policy, attending the event following notification of the change will be treated as acceptance of the event as amended.
6. If you cannot attend: ticket transfer & resale
If you are unable to attend an event, we are unable to offer a refund except as otherwise stated in this policy.
You may give your ticket to another person or sell it to someone else, provided that the ticket is not sold above its face value plus any booking fees paid, and any applicable venue or event conditions are met.
Reselling or offering a ticket for resale above face value plus any booking fees paid is strictly prohibited. Any ticket identified as being advertised or resold in breach of this condition may be invalidated without a refund.
If you sell or transfer your ticket, you are responsible for making your own arrangements with the new ticket holder. In the event of cancellation or rescheduling, any approved refund will be issued strictly to the original purchaser via the original payment method. The original purchaser is solely responsible for passing any refunded funds on to the new ticket holder. When Rivers Meet is not responsible for any payment, dispute or other arrangement between you and the person to whom you sell or transfer your ticket. Our ticketing system does not permit refunds to anyone other than the original purchaser.
The ticket remains subject to these terms and any applicable venue or event conditions, regardless of who holds the ticket.
7. Accessibility & companion tickets
If you have specific accessibility requirements, require step-free access, or require a companion/carer ticket, please review our Access Policy [access policy link] and contact us at ticketing@whenriversmeet.co.uk or contact the venue directly prior to completing your purchase to ensure suitable arrangements can be made.
Allocation of accessible seating and companion tickets is subject to availability, venue capacity, and the terms of our Access Policy.
8. Exchanges
All ticket purchases are final and, once confirmed, tickets cannot be exchanged for alternative dates, performances, venues or ticket types, including exchanges between standing and seated tickets.
Due to the administrative requirements and procedures involved in coordinating ticket changes between different venues, dates and ticket types, we are unable to accommodate exchange requests.
Customers are therefore advised to carefully review all booking details before completing their purchase, as amendments or exchanges cannot be made once the transaction has been confirmed.
9. Tickets purchased from a venue, promoter or other ticket seller
Tickets sold directly by When Rivers Meet are available exclusively through our official website. We do not sell tickets through third-party ticketing platforms or external ticket sellers.
For certain events, the venue may also sell tickets through its own authorised ticketing platform or box office. Tickets purchased through a venue or its authorised ticketing platform are subject to the venue's or ticketing provider's own terms and conditions, and any enquiries relating to the booking should be directed to the original point of purchase.
In the event that a performance is cancelled, postponed or rescheduled, customers who purchased tickets through a venue or its authorised ticketing platform should follow the instructions provided by the original point of purchase.
10. Duplicate or mistaken purchases
Please check your order carefully before completing your purchase. Tickets cannot be refunded because of a duplicate order or an order made in error.
If you believe that a duplicate purchase or payment has occurred because of a technical problem with our website or ticketing system, please contact us as soon as possible and we will investigate.
11. Venue entry, venue rules & age restrictions
Entry to an event is subject to the rules and conditions of the venue and any applicable event terms.
Age restrictions vary by venue and event. It is the customer's responsibility to check any applicable age restrictions prior to purchase. Refunds will not normally be granted where entry is refused because the customer does not meet the applicable venue or event age requirements, except where required by law.
Customers may be refused entry or removed from an event where permitted by the venue's rules, including for serious or disruptive behaviour, failure to comply with reasonable security requirements, possession of prohibited items, or other circumstances specified by the venue.
Unless required by law, no refund will be available where admission is refused or a customer is removed because the refusal or removal is due to a breach of the applicable venue or event rules.
12. Statutory Rights
Nothing in this policy excludes, restricts or limits any statutory rights or remedies that cannot lawfully be excluded or limited under UK law, including the Consumer Rights Act 2015.
Our terms are intended to be fair, transparent and balanced, and do not affect your statutory rights as a consumer.
13. Contact & Customer Support
Direct Purchases: For tickets purchased directly from When Rivers Meet, please contact our support team at ticketing@whenriversmeet.co.uk. Please include your order number and the full name associated with the booking in your email. We aim to respond within 3–5 working days.
Third-Party Purchases: For tickets purchased via a venue, promoter or authorised primary ticket platform, please contact the original point of purchase directly.