Issues relating to the tickets which are apparent prior to the event must be reported within 7 days after receiving the tickets, otherwise this will no longer be covered by the Ingenium Guarantee.

Should you experience problems with your tickets on the day of the event you must contact Ingenium within 2 days of the incident to report the issue.

In certain circumstances, you may be required to complete a Dispute Claim Form and provide additional information in order to claim a refund. Forms must be returned to Ingenium 2 days after receiving them, in order to apply for a refund.

Reasons why a claim may be rejected include but are not limited to:

- The claim is made outside of the timeframes listed above
- A customer is denied entry to a venue as a result of attempting to enter the venue with a ticket that they are not eligible for (e.g. an adult entering on a child ticket)
- A customer is denied entry to a venue as a result of their own error, for example failing to download and print their E-tickets ahead of time, attempting to enter with a confirmation email only or arriving late to the event
- A customer is denied entry to a venue as a result of personal conduct or attire in line with the policies of the venue
- A customer has not attempted to enter the event with their tickets and has not been denied entry, with the exception of the case where there was a restriction on resale which a customer should have been made aware of, but was not made aware of, at the time of purchase
- A customer did not collect his tickets at the pick-up point, or showed up late to the event
- A customer who claims to have received incorrect tickets without sending proof of the tickets that were received
- A customer who claims to have received incorrect tickets and who does not contact us about a problem until after the event occurs, or who never returns the tickets when asked to do so