Section 2: Terms and Conditions of Purchasing
1. Buying Online
When making a purchase from or via Warwick SU for any product, including joining clubs and societies (membership fees), payments will be processed through Sage Pay, a division of Sage (UK) Ltd, and Barclaycard Merchant Services. All payments are made to Warwick Students' Union and will appear on your bill as "WSU Online Payment".
Warwick SU does not store credit card details and uses industry standard SSL encryption to ensure the safety of your data.
All payments are made in a live environment - upon clicking 'Pay Now', your credit or debit card will be billed with the agreed amount and your order will be immediately processed.
Once your order has been completed, you should receive a confirmation email from email@example.com to the default email address associated with your account. This can additionally be viewed at a later date by viewing the Purchase History section of the website.
To edit this address, click on the 'My Contact Details' link when logged into the site.
These terms shall be governed by English law and are subject to the exclusive jurisdiction of the English Courts. Nothing in these terms shall exclude liability for fraudulent misrepresentation.
2. Event Tickets
Warwick SU operates a completely electronic ticketing system.
All tickets purchased online or at SUHQ Reception are assigned to your personal account and then accessed on the door by swiping your University card. You can check your purchase history at any time by logging into the SU website and clicking on the relevant section of the 'Your Profile & Account' link at the top of the screen.
All sales are final, and refunds are not available on tickets once they have been purchased (including duplicates or purchases made in error, tickets bought for the wrong event or non-attendance due to personal choice, illness or injury).
Please note that this is standard practice at every entertainments venue in the UK and complies with the law on distance selling – ticket sales are exempt from cancellation.
However, there are certain instances in which a refund may be given:
- The entire event has been cancelled by the SU or affiliated promoter. In this instance, refunds are available to everyone who has purchased a ticket in advance, at face value. Any booking fees or associated extras should be sought from the point of purchase. Please note that relocation of the event to a different venue will not qualify unless the capacity of the new venue is less than the number of ticket holders.
- The event has been stopped whilst in progress due to circumstances beyond our control which may be deemed as too unsafe to continue. In this instance, a decision will be made by management as to whether refunds will be offered to those with tickets. However, refunds will only be given in special circumstances and as approved by management.
- For single-headliner gigs, full refunds will be offered when the headline artist has pulled out and this has meant that the event has no longer taken place.
- For events with multiple headline artists, Warwick SU management reserves the right to change the billing as a result of external circumstances. Where the event has taken place, refunds will not be offered, but all efforts will be made to source an equivalent replacement headliner.
- The event has sold out, and there are people waiting for extra tickets. In this instance refunds may be given, and the tickets then resold to people on the waiting list, once the re-sale cash has been received in full.
- In all instances management’s decision is final based on the individual circumstances.
THERE ARE NO OTHER INSTANCES IN WHICH A REFUND MAY BE OFFERED.
If you have a question or query, then please ask to speak to the Commercial Operations Manager. If you are unsatisfied with the outcome, you can raise your complaint by emailing firstname.lastname@example.org.
Members Of The General Public
Please note that we do not issue physical tickets for events at the SU. Your tickets are assigned to your personal account and then accessed at the door by quoting either your name or reference number (as noted on the confirmation email you should receive after completing your purchase). If you are able to bring a print-out of this email, it will speed the process along on the door. You can check your purchase history at any time by logging into the SU website and clicking on the relevant section of the 'Your Profile & Account' link at the top of the screen.
Tickets Bought Via External Outlets
If you are attending a gig at the SU and have purchased tickets from an external outlet, they will advise you as to whether or not they will be sending out physical tickets prior to the event. If this is not the case, your details will be referred to us and we will cross your name off a purchasers' list at the door.
Bringing Guests To The SU
NUS cardholders are able to bring a maximum of 1 guest to any event. The easiest way for students to do this is to purchase their guests' tickets on their SU account - your guest will then just need to arrive with you to the event and bring their own photo ID as proof of age.
Students must bring their University of Warwick ID Card to every event they wish to attend for identification purposes. For members of the public, photo ID will be required (e.g. passport, driving licence, proof of age card).
All regular nightclub events are restricted to AGE 18+ unless specifically noted on the event page. All attendees and guests are required to provide proof of age if asked by the door staff, and you can be refused entry if you are unable to do this. Please note that any Warwick student who forgets their University card will not be able to enter by quoting their student number unless they can also produce proof of age.
All regular nightclub events are open to NUS + Guests only, unless specifically noted on the event page.
All concerts and gigs which are open to the general public are AGE 14+ unless specifically noted on the event page. Please note that proof-of-age photo ID must be presented on the door in this instance, otherwise alcohol purchase will be prohibited.
Admission to all events is guaranteed before 12am (subject to advance registration where applicable).
Re-admission is not allowed once you have attended an event, unless specifically approved by the manager on duty.
Right of Admission
Right of admission is reserved by the venue management. Please note that you are still subject to Warwick SU’s event admission procedures, and can be refused entry if you breach these.
Your student card and tickets are not transferrable – i.e. you cannot lend it to anyone else to get into the venue.
Every effort will be made to allow priority queuing at all events – however, please note that this cannot be guaranteed. For busy or sold out events, it is recommended that you turn up as early as possible to avoid having to queue any longer than is necessary.
All tickets sold for SU events, either online or at Reception, are subject to the terms and conditions set out on the SU website and to the venue regulations. A breach of any of these conditions may render your ticket invalid.
Transfer Policy / Resale Policy for Sold-Out Events
To provide clear proof of card-ownership, purchase and identity, tickets are assigned exclusively to the purchaser's account. We appreciate, however, that sometimes you may not be able to make it to an event and do not want your ticket to go to waste.
Tickets for SU-run events which have sold out can be transferred from one card to another at SUHQ Reception during standard opening hours. Though the event must be sold out, both card-holders do not need to be present at Reception for the exchange to take place - we just need the other person's University number.
Please note, that all refund or transfer requests for events run by societies need to be approved directly by the society running that event.
We offer a waiting-list at SUHQ Reception for those wishing to buy or sell tickets for sold-out events.
BUYERS: If you are looking for a ticket and would like to be added to the waiting list, please email your NAME, STUDENT NUMBER, CONTACT TELEPHONE NUMBER and the NAME OF THE EVENT YOU WANT TO ATTEND to email@example.com. We will get in touch with you if a ticket becomes available, and you will be able to buy it at face value. We offer this service in the interests of fairness so that buyers are able to purchase tickets if and when they become available, in the order that they were requested, and at face value.
SELLERS: If you have a ticket for a sold-out event which you no longer need, please visit SUHQ Reception BEFORE 5PM ON THE DAY OF THE EVENT (preferably much earlier if possible - please note that Reception is not open at weekends). If there is someone on the waiting-list wanting to buy a ticket for that event, we will refund it and contact them.
Please note that this is now the ONLY way to sell an unwanted ticket, and that it only applies to those events which have sold out. The availability of this service is, however, also subject to the discretion of the Entertainments department based on the number of people we have on the waiting-list (i.e. if there is no-one waiting to purchase it, your ticket will remain non-refundable).
The 5pm deadline for sellers will be strictly adhered to in order to allow us time to contact potential buyers! After Reception closes on the day of the event, it will then no longer be possible to buy or sell unused tickets for sold-out events and they remain, as originally stated, sold-out.
Again, please do not offer to buy, sell or trade tickets between you, as they will not be valid unless they are on the purchaser's University card when swiped at the door!
If you do attempt to get in at the door tills using someone else’s card you will be refused entry and the card that isn’t yours will be retained by the duty venue manager on the night. The owner will have to collect their card from reception the following day from 9am onwards.
Physical Ticket Replacements
For events with physical tickets such as the Summer Party, Grad Ball or Sports Ball, it is the responsibility of the individual purchaser to keep their ticket safe once it has been collected from SUHQ Reception.
Please note that replacement tickets will not be issued in the event of their loss or damage, and will need to be repurchased in this instance. It is advised that you write your name and University number on the back of your ticket so that it can be returned if handed in!
Circling Before Events
Clubs/Societies are able to circle before POP and SKOOL DAYZ if they send an email to firstname.lastname@example.org confirming how many people there are likely to be circling and which club you are from.
All clubs and societies should email a full terms circling expectations for both POP and SKOOL DAYZ 2 weeks before the start of any term so that a plan can be drawn up for each week of the term.
Should you have any changes to expectations or want to cancel your circling arrangements please ensure you have emailed email@example.com by Wednesday at 12:00 prior to the week that you want to make any changes.
Circling for Pop! and Skool Dayz is done by purchasing specific circling tickets for that week's event - if you go to the individual event page, you will see that there is a ticket for the event and a separate ticket for circling and event combined.
When a ticket for circling is purchased, it brings up a pop-up box asking for your club or society name. On the day of the event, a report is then published which lists the people who have purchased circling tickets by their club/society name. Based on this list, tables are allocated on a percentage basis - there will then be a list at the front door, by the tills or inside the venue foyer listing which groups are where and how many tables each group should have (e.g. ‘[Society name] in Rouge with 1 table'). You then go and get the number of tables and chairs you require and set up.
You will need to start packing down the furniture at about 21:45 (or when you are asked to by the Venue and Events Manager or their representative) so that the Venues can be ready to open for the actual event at 22:00. Your whole club/society will be expected to help clear away the furniture and, if there are any issues with clearing down, you will not be able to circle in future.
There are only 600 circling tickets available each week - if you have purchased one then you are able to come and circle; if not, you will not be able to enter until the event starts at 22:00.
Please note that anyone who wishes to take part in pre-event circling will need to have a ticket for the event in order to enter. You will able to come in and circle from 19:00 onwards, however if your club/society's Social Secretary plus 1 other person can help to set up 10 minutes early so that circling can start at 19:00. This will always be the case unless issues arise that are out of our control. There will be access to the normal tables and chairs that are used for circling.
You will need to start packing away any furniture you use at about 21:45/21:50 (whenever you are asked, depending on how many people are circling) so that the venue is ready to open at 22:00 for the event. Please note that if there are any issues, your club/society will not be able to circle in future.
3. Online Purchase of Merchandise
Merchandise includes Clothing and Commemorative Items.
Each item will be charged at the stated price plus the appropriate P&P cost as detailed on the website and all promotional material, relative to the postage destination. A receipt email will be sent upon completion of your order.
Please check all details – if there is anything missing from your order or any details are incorrect, please email us immediately at firstname.lastname@example.org. Failure to advise us of any errors within 24 hours of receipt of the confirmation will result in you still being liable for the full cost of the items.
The charges for postage and packaging are added to the cost of the item and are necessary for us to dispatch your garment to you. There are three charges – UK, Europe and International. Should you order more than one garment the postage and package charge will reflect this.
Returns & Refunds
If you have a genuine reason for wanting to return your clothing item, please email email@example.com in the first instance, or call 02476 572777 explaining the reasons why the garment is to be returned. Your item must be returned unworn and in the original packaging. You must pay for the cost of the return, it must be sent by recorded delivery and you should keep your receipt as proof of postage.
Your right to return an item ends 14 days after you have received the item. There are exemptions from the right to a refund. They are:
- If you have purchased personalised items (such as hoodies or commemorative bricks)
- The garment has been worn (unless there is a provable quality issue)
- The garment has been deliberately damaged
- The garment has the incorrect personalisation details (we keep your request for personalisation and the liability for the correct spelling of names etc is yours.) If the error is deemed to be ours we will replace the garment at no extra cost
- The garment doesn’t fit – full size details are available on the website and we will only refund in specific circumstances and if the criteria above are met (i.e. has not been worn and is returned in its original packaging and is not personalised)
- The garment is the wrong colour – you are liable for the colour selection you make and we keep a copy of your order to confirm your selection
- The garment is unwanted – we will only refund this if the garment meets the criteria set out above i.e. has not been worn and is returned in its original packaging and has not been personalised
All refunds will be issued by Warwick SU. In the event of an item being returned due to quality issues, we will take this up with our supplier and advise you of the outcome.