Terms and conditions
The terms, in plain English.
Last updated 16 September 2026
These terms are in two parts. Part A is for anyone buying a ticket through Fantastix. Part B is for the clubs, venues, promoters and organisers who use Fantastix to sell them. The general terms at the end apply to everyone. By buying a ticket, or by selling tickets through Fantastix, you agree to the part that applies to you.
Fantastix is operated by Fantastix Ltd, a company registered in Guernsey, number 78784, with its registered office at 11 New Street, St Peter Port, Guernsey, GY1 2PF. You can reach us at hello@fantastix.gg or on 01481 736227.
Part A. Buying tickets
1. Who you are buying from
When you buy a ticket through Fantastix, the seller is the club, venue, promoter or organiser named on the ticket. We call them the organiser. The organiser sets the price, the event details and the rules of entry, and the organiser receives the face value of your ticket. Fantastix provides the ticketing service that sells, delivers and scans the ticket, and charges you a booking fee for doing so. Your contract for the event itself is with the organiser. Your contract for the booking fee and the ticketing service is with Fantastix Ltd.
2. Placing an order
You must be 16 or over to buy a ticket. The organiser may set age limits for the event itself, and may ask for proof of age or identity at the gate. Check the event details before you pay. It is your responsibility to give us a correct email address, because that is where your tickets go. An order is complete when you see the confirmation screen and receive the confirmation email. If you do not receive it within a few minutes, check your junk folder and then contact us.
3. Prices and the booking fee
The face value of a ticket is set by the organiser. On top of the face value you pay a booking fee to Fantastix. The booking fee is always shown to you at checkout before you pay, and the total you see is the total you are charged. All prices are in pounds sterling. The booking fee is for the ticketing service and is not refundable, including when an event is cancelled, postponed or changed.
Your payment is taken by the organiser through their own payment account, so the name that appears on your card statement is the one the organiser has chosen. If you do not recognise a charge, contact the organiser or us before raising it with your bank.
4. Getting your tickets
Tickets are digital. They are sent to the email address on your order and can be added to Apple Wallet or Google Wallet. If the organiser changes the date, time or venue, a wallet pass updates itself. You can also see and manage your tickets at any time using the link in your confirmation email. Some organisers offer a physical season ticket card as an option. Where they do, the card and any postage are charged by the organiser and are shown at the time you order.
5. Using your ticket
Each ticket carries a unique code that is scanned at the gate. Unless the ticket says otherwise, a ticket admits one person once. Season tickets, multi-day passes and any other ticket the organiser has set up for repeat entry are valid for the entries they describe. The first valid scan of a code is the one that counts, so keep your ticket to yourself. Screenshots and copies are not valid if the original has already been scanned. Entry is subject to the organiser's conditions of entry and to any ground regulations, and the organiser may refuse entry or remove anyone who breaks them.
6. Transfers and resale
You may pass a ticket to a friend or family member at face value or for free. You may not resell a ticket for more than you paid for it, advertise it for resale or use it for a promotion or competition without the organiser's written permission. The organiser may cancel any ticket that has been resold in breach of this rule without a refund.
7. Refunds, cancellations and postponements
There is no right to a refund if you change your mind or cannot attend. Because the organiser is the seller and receives the face value, refunds are the organiser's responsibility and are made by the organiser, not by Fantastix. If an event is cancelled, the organiser will refund the face value of your ticket to the card you paid with. If an event is postponed, your ticket carries over to the new date automatically. If you cannot make the new date, ask the organiser for a refund within 14 days of the change being announced. Refunds are normally back on your card within 10 working days of being agreed. The booking fee is not refunded in any of these cases. We will help you get in touch with the organiser if you are having trouble.
8. Our responsibility to you
Fantastix is responsible for the ticketing service: taking your order, delivering your ticket and making it scan at the gate. We are not responsible for the event itself, including its quality, line-up, timing, cancellation, postponement or any change to it, or for anything that happens at the venue. Those are matters for the organiser. Our total liability to you in connection with any order is limited to the booking fee you paid on that order. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law, and nothing in these terms affects your statutory rights as a consumer.
9. Your information
We handle your details as described in our privacy notice. The organiser is the controller of your booking data and their own privacy notice also applies.
Part B. Selling tickets through Fantastix
1. The service
Fantastix provides a ticketing platform that lets you sell tickets from your own website, deliver them by email and wallet pass, scan them at the gate, take card payments in person and see your sales and attendance in real time. There is no charge to you for using the core service. Fans pay a booking fee on each ticket, which is Fantastix's revenue. An optional Premium plan, and design and campaign services, are charged separately as set out below. Where you and Fantastix Ltd have signed a separate written agreement, that agreement takes precedence over this Part B if the two conflict.
2. Your role as the seller
You are the seller of every ticket sold for your events and the party the fan contracts with for the event. You are responsible for the accuracy of your event listings, for the price, for holding any licence, permission or insurance the event needs, for the conditions of entry and for running the event. You are also responsible for complying with the consumer law that applies to your sales, including handling cancellations, postponements and refunds. Payments are taken through your own payment account, and you control the name that appears on fans' card statements.
3. Money
You receive the full face value of every ticket sold. The booking fee paid by the fan goes to Fantastix and is not refundable to the fan or to you. Face value is paid to you within two working days of the sale, subject to the terms of your payment account and any hold that your payment provider applies. Refunds to fans are made from your funds. Where a fan disputes a payment with their bank, the chargeback and any associated fee are yours to answer, and we will give you the ticket and scan records you need to respond. You are responsible for any tax due on your ticket sales.
4. Premium and other services
Premium is £39 a month, billed monthly in advance, rolling with no minimum term. You can cancel at any time and the cancellation takes effect at the end of the month you have paid for. Ticket design, matchday graphics, renewal campaigns and other services are quoted and agreed separately before any work starts. Prices are stated exclusive of any taxes that may apply.
5. Fan data
The data of the fans who buy your tickets belongs to you. You are the controller of it and Fantastix processes it on your behalf to sell, deliver, scan and report on tickets. We will not use it for our own marketing or pass it to anyone else, except as needed to run the service or as the law requires. You must have a privacy notice that covers your use of it, and you must only market to fans where you have the right to do so.
6. Acceptable use
You must not use Fantastix to sell tickets for an event you do not have the right to sell tickets for, to mislead fans, or to list anything unlawful. You are responsible for the content you upload, including artwork, names and logos, and you confirm you have the right to use it. We may suspend or remove a listing that breaks these terms and will tell you why.
7. Availability and support
We aim to keep Fantastix available at all times, and we plan maintenance away from event times wherever we can, but we cannot promise the service will never be interrupted. Phone scanning works on any device with a camera and a connection; you are responsible for connectivity at your venue. Support is by email at hello@fantastix.gg and by phone on 01481 736227, and we aim to reply within one working day.
8. Our responsibility to you
Our total liability to you in any twelve-month period is limited to the fees paid to Fantastix Ltd by you or by fans on your events in the twelve months before the claim. We are not liable for loss of profit, revenue or goodwill, or for any indirect loss. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.
9. Ending the arrangement
You can stop using Fantastix at any time. Tickets already sold remain valid and we will keep scanning them for the events they cover. We can end your use of the service on 30 days' notice, or immediately if you seriously breach these terms. Either way, you will be paid everything you are owed and can export your fan data.
General
We may update these terms from time to time. The date at the top tells you when they last changed, and the version in force when you place an order or sell a ticket is the one that applies to it. These terms are governed by the law of Guernsey and the courts of Guernsey have jurisdiction, except that if you are a consumer living elsewhere you keep the protection of the consumer laws of the country you live in and may bring a claim there. If any part of these terms is found to be unenforceable, the rest still applies.
Questions about these terms: hello@fantastix.gg or 01481 736227.