Purchase conditions

Purchase conditions

On https://www.elrowtown.com/london, you will have an online shopping service available 24 hours a day, through which you will be able to purchase your tickets and/or combined packages for elrow town London 2021.

We want to make your purchase through our website as easy and clear as possible, so that we can get you to elrow town London 2021 as quickly as possible. In order to do so, we may use third-party platforms or sales agents (Authorised Sales Agents), so you must also read their applicable terms and conditions.

It is very important that you carefully read our Terms and Conditions (as well as the terms and conditions applicable to the relevant Authorised Sales Agent) prior to proceeding with any purchase. That is because purchase of any product on our website, or via an Authorised Sales Agent, implies your full acceptance of and agreement with the same. For this reason, if you do not agree with each and every one of our Terms and Conditions (or the terms and conditions applicable to the relevant Authorised Sales Agents), you must not place an order. Also, keep in mind that terms and conditions are subject to change from time to time, so you should read them before placing each order.

Please note that the event going ahead is subject to covid-19 restrictions. We will advise you as soon as possible if the event has to be postponed. Please also note that you may be required to present a negative covid-19 test result in order to gain entry (clause 5.7 below).

For any questions regarding the personal data provided by you to us, as a user of our website, or during the purchase process, please read our Privacy Policy.

Please take into account that your use of this website, from the moment you access to the same, implies your acceptance of the provisions included in our Terms of Use.

1. These terms

1.1. What these terms cover. These are the terms and conditions on which we supply tickets to you for Elrow Town Festival 2021. If you have a ticket for Elrow Town Festival 2020 your ticket is valid for this postponed event.

1.2. Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide tickets to you, how you and we may change or end the contract, what to do if there is a problem and other important information. You should also read the terms of any third-party platforms or sales agents we use (our Authorised Sales Agents) through whom you purchase tickets (for example, Howler & Eventbrite) as they will also apply to your transaction.

1.3. The festival. For more information about the festival please visit www.elrowtown.com/london. By using our website and/or purchasing tickets you agree as follows:

a) you are aged 18 or over;

b) you are legally able to conclude this contract for the purchase of tickets, which you declare to understand and accept, along with any site rules;

c) you are entitled to use any credit cards or other payment methods relevant to your purchase(s) and that you have sufficient funds to cover all costs resulting from the purchase of tickets; and

d) we are the owner or authorised licensee of all intellectual property rights relating to the festival and its branding, including any images of performances or any other acts that take place at the festival or the festival site, and the taking or recording of pictures, video or sounds for commercial purposes of any kind is strictly prohibited.

We reserve the right to refuse entry, or to remove persons from the festival site, at our discretion.

2. Information about us and how to contact us

2.1. Who we are. We are El Row UK Limited, a company registered in England and Wales. Our company registration number is 09837240 and our registered office is at 1 Red Lion Court, London EC4A 3EB. Our registered VAT number is GB 228040297.

2.2. Contact. You can contact us by telephoning our customer service team at +34 687 055 050 or by writing to us at info@elrowfamily.com. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.3 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

3. Our contract with you

3.1 How we will accept your order. Our acceptance of your order will take place when we or our Authorised Sales Agent email you to accept it, at which point a contract will come into existence between you and us. Our Authorised Sales Agents are as follows:

  • Howler
  • Eventbrite
  • Dice
  • Festicket
  • Fever
  • Ticket Web
  • Skiddle
  • Resident Advisor


3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the transaction (or will promptly issue a refund of any payment already made). This might be, for example, because the product is out of stock or because we have identified an error in the price or description of the product. Please note that any booking fee is paid to our Authorise Sales Agents and not us, so we will not be able to refund any such amount.

3.3 Your order number. We or our Authorised Sales Agent will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

3.4 We only sell to the UK. Our website is solely intended for the promotion of tickets to customers in the UK.

3.5 Our rights to make changes. We may change tickets ordered or related services we agree to provide to reflect changes in relevant laws and regulatory requirements, which we need to reflect in our delivery of the event. We may also change or cancel any of the acts and performances scheduled for the festival if we reasonably deem it necessary to do so.

4. Delivery

4.1 Delivery costs and timescales. The costs of delivery will be as displayed to you on our Authorised Sales Agent’s website as part of the order process. The order process will advise when we will dispatch tickets; if you have not received your tickets within 7 working days of your order being accepted, please contact us.

4.2 We are not responsible for delays outside our control. If our supply of tickets, or any aspect of the event, is delayed or hindered by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the impact. Provided we do this we will not be liable for delays or hindrances caused by the event.

4.3 What will happen if you do not give required information to us. We (or our Authorised Sales Agent) may need certain information from you so that we can supply tickets and event services to you, for example, contact details for everyone included within your order and payment details in order to process the transaction. If you do not give us any requested information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either cancel your order (and clause 5.3 will apply) or make an additional charge of a reasonable sum to compensate us for any additional services required as a result. We will not be responsible for supplying tickets or services late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

4.4 We may suspend supply of tickets if you do not pay. If you do not pay us for any aspect of your order when you are supposed to (see clause 7.4) and you still do not make payment within 7 days of us reminding you that payment is due, we may suspend supply of tickets until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply.

4.5 Safekeeping of tickets. Any tickets that appear to be modified, broken, counterfeited or with any other defects may not be accepted as valid. Once we have delivered tickets, we will not be responsible for loss of or damage to them, or their theft or destruction. You are not permitted to use tickets as a prize or other part of any promotion or media activity without our prior written consent.

5. Festival access

5.1 The Promoter reserves the right to refuse you to entry to and/or eject you from the festival. Users will be refused admission to or removed from the festival for any of the following reasons:

a) If the user does not comply with rules on the festival site.

b) If the user displays violent behaviour, puts at risk the safety of the festival or otherwise hinders the normal operation of the festival.

c) If the user carries or uses any kind of weapon or threatening object considered dangerous.

d) If the user causes disturbances or engages in nuisance, harmful, dangerous or illegal activities.

e) If the user is in possession of, or deals with drugs or other banned substances, or if the user is acting under severe influence of alcohol or such substances.

f) If the user does not comply with age restrictions.

g) If the user is unable to provide a negative COVID-19 test result before entering the event (as required by clause 5.7).

If you are refused admission to or ejected from the Festival, you will not be entitled to any refunds and your wristband will be removed.

5.2 Capacity. Each festival venue has a legal limited capacity, so once this limit is reached access to such venue will be denied. Therefore, we will not be responsible for any user failing to attend certain acts or performances that are part of the festival and early attendance is advised to avoid disappointment.

5.3 Searches. On the entrance to a festival’s venues, users and their bags may be subject to searches. Users may not bring into any venue illegal objects or other items we consider to be dangerous. Professional cameras, video cameras and other recording devices are strictly prohibited, as is any filming or recording for anything other than personal use. Food and drink is not permitted in festival venues.

5.4 Access. Photographic ID may be required to check age. We will carry out electronic security controls, in which any fraudulent or fake tickets will be detected.

5.5 Wristbands. In order to access Elrow Town Festival 2021 you will need your ticket (paper or electronic format in your mobile device) with the scannable QR code. Tickets will be exchanged for a wristband that security staff will put on attendees. Attendees will be responsible for checking that the wristband has been put on securely, since under no circumstances will attendees be provided with another wristband. Admission to the Festival is subject to your ticket being in good condition. The ticket barcode will be checked at the time of the exchange of the ticket by the wristband. IF TICKETS ARE BOUGHT VIA PLATFORMS OTHER THAN OUR AUTHORISED SALES AGENTS, WE DO NOT GUARANTEE YOU WILL BE ABLE TO ACCESS THE FESTIVAL AND IN SUCH CIRCUMSTANCES WE WILL NOT BE LIABLE FOR REFUNDING ANY AMOUNTS PAID FOR UNOFFICIAL TICKETS.

5.6 Legal action. We reserve the right to remove from festival venues and/or take legal action against: (i) any unauthorised person seeking to buy or sell tickets; (ii) anyone attempting to trespass at festival venues or otherwise gain access without appropriate tickets or wristbands; and (iii) anyone considered to be damaging property.

5.7 COVID-19 tests. If required by law, government guidance or relevant authority, in order to access Elrow Town Festival 2021 you will need to provide a negative COVID-19 test result (taken not less than 72 hours before the event or within a time window requested by us in line with government guidance updated from time to time) before entering the festival. We are not responsible for the costs of any COVID-19 test, all tests must be arranged at your own cost. We may change the requirements of this clause to reflect any changes in relevant laws and requirements.

6. Cancellation

6.1 Your rights to end the contract. Tickets cannot be exchanged or refunded unless the Festival is cancelled or you have a legal right to end the contract because of something we have done wrong, in which cases you will be entitled to seek compensation from us to compensate you for any loss you have suffered as a result. Please note that any booking fee is paid to our Authorise Sales Agents and not us, so we will not be able to refund any such amount.

6.2 Our rights to end the contract. We may cancel your order at any time by writing to you if:

a) you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;

b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to fulfil your order, for example contact details; or

c) you are in breach of the requirements at clause 1.3 above.

6.3 You must compensate us if you break the contract. If we end the contract in the situations set out in clause

6.2 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

6.4 If the event is cancelled due to unforeseen circumstances including an epidemic, a pandemic or a disease your ticket will remain valid for the re-scheduled event (if reasonably practicable to re-schedule). However, if we cannot re-schedule the event within a reasonable time, you will be entitled to a refund. We cannot guarantee your place at any re-scheduled event for the reasons set out in these terms (including the reasons set out under clause 5.2).

7. Price and payment

7.1 Where to find the price for the product. The price of tickets (which includes VAT) will be the price indicated on the order pages at the time you placed your order, usually on a website hosted by one of our payment agents such as Eventbrite. We take all reasonable care to ensure that the price advised to you is correct. However please see clause


7.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the tickets we sell may be incorrectly priced. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may cancel your order and refund you any sums you have paid for the ticket price.

7.4 When you must pay and how you must pay. Howler, Eventbrite or other authorised agents sell tickets on our behalf and you should follow instructions on their website about available payment methods. Although our agents collect payments on our behalf, your contract is with us and we are responsible for delivering tickets and organising the festival. You must pay for any tickets (and associated booking or delivery fees) in full at the time of order.

8. Our responsibility for loss or damage suffered by you

8.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process. We do not exclude or limit in any way our liability to you where it would be unlawful to do so.

9. Personal property.

We do not accept any liability for personal or property damage, losses (including confiscations) or injuries sustained at the festival, other than those caused as a direct result of our negligence. Please note in particular that you may be filmed or photographed at the event and those images or footage may be used in any media to promote this and other events the elrow group operates (without any obligation to pay you royalties or other sums); these images or footage may also be used by event sponsors.

10. Other important terms

10.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

10.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms or any ticket for the festival to another person if we agree to this in writing.

10.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms (except that any member of the elrow group may enforce its rights directly). Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

10.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

10.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

10.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of your order or the festival in the English courts. If you live in Scotland you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in either the Northern Irish or the English courts. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact an alternative dispute resolution provider.