Terms & Conditions

These terms apply when you use smade.co.uk, buy a ticket to one of our events, or order merchandise from us. Please read them before you buy — placing an order means you accept them. Our refunds policy is section 6 and our cookie policy is section 13. Nothing here takes away the rights you have as a consumer under UK law.

1. About us and these terms

This site is operated by SMADE Entertainment Limited (“SMADE”, “we”, “us”), an events promoter in the United Kingdom.

Company number: 07905384

Registered office: 24a Sydenham Road, London, England, SE26 5QW

Contact: info@smade.co.uk

Ticketing, accounts and payments run on the Toutix platform, operated by TouTix LLC. Buying through this site means the Toutix terms also apply to your account and the ticket held in it. If those terms and these ones conflict on something about the event itself — entry, refunds, conduct — these terms win, because we are the promoter. How we handle your data is set out in our Privacy Policy.

2. Who you are buying from

For events promoted by SMADE, your contract for the ticket is with us, and we are responsible for putting the event on.

Some listings are for events promoted by other organisers. Where that is the case the listing says so, that organiser is responsible for the event, and their terms apply to it alongside these. We will always tell you who the promoter is before you pay.

The venue is a separate business from us. Venue rules — searches, dress code, ID, prohibited items — apply on top of these terms.

3. Age and eligibility

You must be 18 or over to buy a ticket or place an order on this site.

Age limits for entry are set per event and shown on the listing. Many of our events are 18+. Photo ID is required at the door where an age limit applies — a passport, a UK photocard driving licence, or a PASS-accredited card. No valid ID means no entry, and no refund.

4. Your account

You sign in with your email address and a one-time code, so keep your email account secure and your details accurate — your ticket is delivered to the account behind that email. Tell us straight away at info@smade.co.uk if you think someone else has access to it. You are responsible for what happens under your account, unless someone gained access through a failure on our side.

5. Buying tickets

• Prices are in pounds sterling. Any booking or transaction fee is shown before you pay, and the total you confirm is the total you are charged.
• Your order is an offer to buy. The contract forms when we confirm the order and your ticket is issued — normally within seconds.
• Tickets are subject to availability. We may set a maximum number per person or per household, and we can cancel orders that break that limit.
• If we spot an obvious pricing or description error we will contact you before fulfilling the order, and you can confirm at the correct price or get a full refund.
• Payment is taken by card through Stripe. We may cancel an order and refund it if a payment is flagged as fraudulent or is later charged back.

6. Refunds

Tickets are non-refundable and non-exchangeable once issued. We refund tickets when an event is cancelled.

Under regulation 28(1)(h) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, tickets to leisure events held on a specific date are exempt from the 14-day cooling-off period that applies to most online purchases. So please check the date, the city and the ticket type before you pay.

If an event is cancelled

You get the face value of your ticket and the booking fee back. You do not need to apply — we refund to the card you paid with, and we aim to complete refunds within 30 days of confirming the cancellation. If a cancellation is announced close to the date, give us a few days to work through the full ticket list before chasing.

If an event is rescheduled

Your ticket remains valid for the new date and you need do nothing. If you cannot attend the new date, contact us as early as you can and we will look at what we can do — the earlier you tell us, the more options there are.

What is not refundable

• Change of mind, or no longer being able to attend.
• Not turning up.
• Arriving too late to be admitted, where entry has closed or the act has finished.
• Being refused entry for failing to produce valid photo ID at an age-restricted event.
• Being refused entry or ejected for intoxication, or for behaviour that breaches the venue’s conditions.
• Changes to support acts, set times, running order, stage design or capacity layout. Line-ups are always subject to change, and a ticket is for the event, not for a particular support slot.
• Tickets bought from touts or unauthorised resellers — we cannot refund money that was never paid to us, and those tickets may be void.
• Travel, accommodation, parking, childcare or any other cost you incurred around the event. Please bear that in mind when booking them.

Duplicate orders and genuine mistakes

If you have accidentally bought the same ticket twice, or bought for the wrong night, tell us as soon as you notice. We are not obliged to refund a change of mind, but we will always look at a genuine mistake reported promptly — we would rather sort it than have you at the wrong show.

How to request a refund, and how it is paid

Email info@smade.co.uk or use the contact form with the email address you bought with, the event name and date, and what has happened. We aim to acknowledge within 5 working days.

Refunds go back to the original payment method through Stripe — we cannot pay to a different card, or by bank transfer or cash. Once processed, the money usually appears within 5 to 10 working days depending on your bank. If your card has expired since you paid, your bank normally routes the refund to its replacement; tell us if it does not arrive and we will chase it.

Please come to us before raising a chargeback. A chargeback freezes the order while your bank investigates, which is usually slower than asking us, and where one is raised on a valid ticket we may cancel that ticket. If you genuinely do not recognise a payment, contact your bank straight away — that is what the process is for.

Merchandise works differently, because it is goods rather than an event: see section 10.

7. Your ticket and entry

• Your ticket appears in your account at My Tickets as a QR code, and can be scanned once. Screenshots and copies of the same code will be refused after the first scan.
• A ticket is a personal, revocable licence to attend. It does not transfer any other rights to you.
• Bring the ticket and, where the event is age-restricted, valid photo ID.
• Latecomers may be refused entry or admitted only at a suitable break, at the venue’s discretion. There is no refund for late arrival, and no re-admission once you leave, unless staff say otherwise.
• If you lose access to your ticket, contact us — we can normally reissue it to the account that bought it.
• We or the venue may refuse entry, or ask you to leave without a refund, if you are intoxicated, behave in a way that threatens other people’s safety, or breach venue rules.

8. Transfer and resale

• Where an event supports it, you can transfer a ticket to someone else through your account. That is the only transfer route we can validate at the door.
• Tickets must not be resold above face value, sold in the course of a business, or used for competitions, advertising or hospitality packages without our written permission.
• Tickets bought from unauthorised resellers or touts may be void, and we may refuse entry to the holder without a refund. If you bought from a tout, your claim is against them, not us.

9. At the event

• You must follow the instructions of venue staff, security and stewards at all times.
• Searches on entry are a condition of admission. Prohibited items — weapons, drugs, laser pens, flares, professional recording equipment, and anything else the venue lists — will be confiscated and may be reported to the police.
• Aggression, harassment, racist or homophobic abuse and any other threatening behaviour will get you removed without a refund.
• Filming and photography: our events are filmed and photographed. By attending you agree that we and our partners may use footage and images that include you for promotional and editorial purposes, without payment. If you would prefer not to appear, speak to a member of staff at the event or email us afterwards and we will do what we reasonably can.
• Loud music, strobe lighting, pyrotechnics and smoke effects may be used. If you have a health condition affected by these, check the event listing or contact us before booking.
• Personal belongings are your responsibility. Contact the venue about anything left behind.

10. Merchandise orders

Merchandise is goods, not an event, so the statutory rights below apply to it and not to tickets.

• Merchandise is subject to availability. If an item sells out after you order, we will contact you and refund it in full.
• Delivery timescales given at checkout are estimates. Risk in the goods passes to you on delivery.
• Right to cancel: you may cancel a merchandise order for any reason within 14 days of receiving it, and you then have 14 days to send the goods back. We refund within 14 days of getting the goods back, or of proof that you sent them. Return postage is at your cost unless the item is faulty or wrong. This right does not apply to personalised or made-to-order items.
• Goods must be returned unused and in a resaleable condition, with any tags attached.
• Faulty or wrong items: your rights under the Consumer Rights Act 2015 apply in full — goods must be as described, fit for purpose and of satisfactory quality. Email info@smade.co.uk and we will arrange a repair, replacement or refund at our cost.

11. Artist booking enquiries

Submitting a booking enquiry through this site is a request, not a booking. No artist is held, and no contract exists, until we confirm the engagement in writing and any deposit terms are agreed. Fees and availability quoted in conversation are indicative until then.

12. Using this website

You agree not to:

• use bots, scrapers or automated tools to browse, buy or bulk-buy tickets;
• get around purchase limits, queueing or anti-fraud measures, including by using multiple accounts;
• copy, republish or resell our content, listings or images without permission;
• attempt to break into, disrupt or reverse-engineer the site or the ticketing platform;
• submit false details or impersonate someone else.

We may suspend your access, cancel orders and void tickets without refund if you do any of these, and refer serious cases to the police.

13. Cookies and site storage

This section is our cookie policy. It covers cookies and the other ways a site stores things in your browser: local storage (kept until cleared) and session storage (wiped when you close the tab).

Nothing in the strictly necessary set builds an advertising profile of you. With your permission — the Accept all button on the cookie banner — we also measure our advertising with Meta (Facebook and Instagram), TikTok and Google Analytics, and keep a note of which campaign or site you arrived from. Those items are marked consent only below, they load only after you accept, and you can withdraw at any time from Cookie settings in the footer. What we store:

Your basket is not stored on your device — it is held against your account on our ticketing platform, which is why it survives a device change.

Analytics without cookies. We use Vercel Web Analytics and Speed Insights to see how many people visit a page and how fast it loads. Neither sets a cookie or a cross-site identifier, and results are aggregated — we can see a page was viewed 400 times, not that you viewed it. Google Analytics, which does set cookies, runs only if you accept.

Advertising measurement, only if you accept. We promote our shows on Facebook, Instagram and TikTok. If you accept, Meta’s and TikTok’s tags tell them which of our pages you viewed and, if you buy, the order value, so we can see which adverts sell tickets and stop paying for the ones that do not. Our server sends the same purchase confirmation to each of them, with your email address and phone number hashed so they can match it to an account you may hold with them. If you choose Only what’s necessary, none of this runs and the site works exactly the same. Meta and TikTok act as joint controllers for that measurement; see Meta’s privacy policy and TikTok’s privacy policy.

Why Stripe appears on every page. Stripe’s script loads site-wide rather than only at checkout, because its fraud detection needs to see normal browsing to tell it apart from a bot testing stolen cards. So the two Stripe cookies may be set before you buy anything. They are for payment integrity, not advertising — see stripe.com/privacy.

Managing it. Every browser lets you view, delete and block cookies and site data, usually under Settings then Privacy. Clearing site data for smade.co.uk removes everything in the table. Be aware that clearing accessToken signs you out (your tickets are safe — you just request a new code), clearing toutix.affiliateRef means the promoter who referred you may not be credited, and blocking Stripe’s cookies may cause payments to be declined because the fraud checks lose the signals they rely on.

This table was last checked against the live site on 3 August 2026. Our Privacy Policy explains what we do with personal data more generally.

14. Intellectual property

The SMADE name and logo, this website, and the text, images, video and design on it belong to us or our licensors — including artists, photographers and rights holders whose material appears here — and are protected by copyright and trade mark law. You may view and share links to our pages. Anything else needs our written permission.

15. Our responsibility to you

If we fail to meet these terms, we are responsible for loss or damage you suffer that is a foreseeable result of that failure. We are not responsible for loss or damage that was not foreseeable.

We do not exclude or limit our liability in any way for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or anything else that cannot lawfully be excluded, including your rights under the Consumer Rights Act 2015.

We only supply to you for personal use. We are not liable for loss of profit, loss of business, business interruption or loss of business opportunity. Subject to the paragraphs above, our total liability for anything connected with an event is limited to what you paid for your ticket, and for a merchandise order to what you paid for that order.

The venue is responsible for the venue, and any third-party promoter for its own event. We are not responsible for the acts of other attendees.

16. Events outside our control

We are not liable for failing to perform where the cause is outside our reasonable control — including severe weather, fire, flood, power or transport failure, epidemic, terrorism, civil unrest, industrial action, government restriction, or a venue closure or licensing decision. Where such an event stops an event going ahead, the refund position in section 6 applies.

17. Complaints

Tell us as soon as possible — email info@smade.co.uk or use the contact form. We aim to acknowledge within 5 working days and to resolve within 30 days. If it is about something that happened on the night, telling a duty manager at the venue at the time helps us investigate.

18. Changes to these terms

We may update these terms — for example when we add a new service or the law changes. The version in force when you place an order is the version that applies to that order, so the date at the top matters.

19. Governing law

These terms are governed by the law of England and Wales, and disputes may be brought in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your own country’s courts.

20. Contact

SMADE Entertainment Limited — info@smade.co.uk. See also our Privacy Policy.