Bookings and tickets
Tickets may be purchased online through our website and ticketing platform, or in person at Elements Live Lounge.
Please check the event details carefully before purchasing, including the date, time, ticket type, age restrictions and any additional entry conditions.
Your booking is confirmed once payment has been completed successfully and your ticket or booking confirmation has been issued.
Customer cancellations and refunds
All ticket sales are final. Tickets are non-refundable and non-transferable, except where a refund is required by law or expressly agreed by Elements Live Lounge.
We do not ordinarily offer refunds or exchanges if you change your mind, are unable to attend, book the wrong event or date, arrive late, or choose not to attend.
We may consider exceptional requests at our discretion, but refunds, exchanges and changes are not guaranteed.
For events with limited capacity, each ticket represents a place reserved for that event. We cannot guarantee that a cancelled place can be resold.
Tickets purchased for other people
The person making a booking is our sole booking contact. All communications concerning the booking, including event updates, changes, cancellations and refunds, will be directed to the original purchaser using the contact details provided at the time of purchase.
If you purchase tickets for other people, or allow someone else to attend using a ticket purchased by you, you are responsible for passing on all relevant booking information and subsequent communications to those attending.
You are also responsible for ensuring that everyone attending under your booking meets the applicable age requirements and complies with our House Rules and any additional entry conditions stated in the relevant event or experience description.
Tickets do not confer a separate booking or customer relationship with Elements Live Lounge on anyone other than the original purchaser. We do not undertake to communicate directly with other attendees or people to whom tickets may subsequently be passed.
Tickets must not be resold for more than their original face value.
Where a refund is due, it will ordinarily be processed against the original booking and returned to the original purchaser using the original payment method. Any onward payment or refund between the original purchaser and another person is their responsibility. Elements Live Lounge is not responsible for reimbursing someone who has paid the original purchaser privately for a ticket.
Event cancellations and changes
If Elements Live Lounge cancels an event, we will provide a full refund of the total amount paid for the affected tickets, including booking fees charged at checkout.
Refunds will ordinarily be returned to the original payment method.
If an event is rescheduled or materially changed, we will notify affected customers and explain the available options. Where a refund is required by law, it will be provided accordingly.
Minor changes to running times, supporting acts or other event details that do not materially alter the event will not ordinarily entitle customers to a refund.
Booking changes
Where a change or cancellation facility is available through our ticketing platform, customers should use the options provided for their booking.
If the required facility is unavailable, customers may contact us to explain their circumstances. We may consider whether assistance is possible, but any change, exchange or exception is subject to our discretion, availability and the capabilities of our booking and payment systems.
A request does not itself cancel or amend a booking. Changes to alternative events or dates are not guaranteed.
Payment errors and duplicate charges
If you believe you have been charged more than once or have experienced a payment processing error, please contact us with your booking confirmation or proof of payment.
We will investigate and correct any verified duplicate charge or payment error.
Age restrictions and venue rules
All attendees must comply with the Elements Live Lounge House Rules, including the age restrictions and licensing conditions applicable to the venue.
Additional restrictions or entry conditions may apply to individual events and will be stated in the relevant event or experience description. Please check these details before purchasing tickets.
Purchasing a ticket does not override any age restriction, licensing condition or other applicable entry requirement. Entry may be refused where the relevant conditions are not met.
If you are purchasing tickets for other people, please ensure that they are eligible to attend before completing your booking.
Contact
For booking queries or refund enquiries, please contact Elements Live Lounge using the contact details published on our website.
Please provide your booking reference and event details so that we can locate your purchase.
Statutory rights
Nothing in this policy excludes or restricts any consumer rights that cannot lawfully be excluded or restricted.