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Terms & Conditions

Cancellations & Refunds
Occasionally, events are cancelled or rescheduled by The Sugar Club, promoters, bands or individuals involved in the event for a variety of reasons. This is rare however if it happens we will always get in touch with you to let you know.

Your Account and Registration
In order to set up a The Sugar Club account to purchase a Ticket you must:
(a) be at least 18 years old (or the age of legal capacity in the country of purchase) and able to enter into legally binding contracts; and
(b) follow the instructions to set up a password-protected account providing your correct full name, postal address, telephone number and email address (all your details must be kept up to date at all times).

You are solely responsible for maintaining the security of your user name and password and for all activity that occurs on your account. You shall not permit anyone other than you to use your account. If you become aware or suspect that anyone knows your user name and/or password, you should promptly contact us.

If you are making purchases on behalf of a company or other legal entity, you represent and warrant that you have the authority to bind that company or other legal entity (and this Purchase Policy and references to “you” refer and apply to that company or other legal entity).

Please refer to our Cookies Policy for more details on how we use and protect your personal data. If we are investigating your account, or if we are investigating ourselves, you agree to comply fully with our requests for information about you and your purchases.

You must not create or use multiple accounts with the purpose or intention of circumventing any of the terms of this Purchase Policy or concealing your identity or other personal details.

Prices, Payment and Placing Orders
All prices for Items offered for sale from us are inclusive of VAT and are broken down as follows:
(a) sale price of the Item (“Sale Price“); plus
(b) any per-Item service or facility charges (“Service Charge“); plus
(c) any per-order handling and/or delivery fees (“Order Processing Fees“).

Whilst we try to ensure that all advertised prices are accurate, errors may occur. If we discover an error in the price of any Item you have ordered, we will inform you as soon as possible and give you the option of confirming your order at the correct price (in which case we will credit or debit you as applicable) or cancelling your order (in which case you will receive a full refund). If we are unable to contact you to confirm your order at the correct price, you agree that we may treat the order as cancelled and issue you with a full refund, without any further liability.

In many circumstances, Ticket prices are set at the time of the initial on-sale and stay the same until the event. However, some Tickets are “market-priced,” and so Sale Prices may increase or decrease at any time, based on demand. This is similar to how airline tickets and hotel rooms are sold and is commonly referred to as “Dynamic Pricing”. You will not be entitled to a refund or credit if (i) the Sale Price you paid for a Ticket was at any time before you purchased your Ticket less than the Sale Price you paid; or (ii) the Sale Price of any other Tickets to the relevant event (whether in the same price category or otherwise) is/are subsequently reduced after you purchase your Ticket.

Accepted methods of payment include Visa, MasterCard and American Express debit or credit cards as well as valid and gift cards.

All purchases are subject to credit or debit card verification (if applicable), other security checks, and collection of payment by us. Your order may be cancelled if it has not passed our verification process or if payment is not received in full. In rare circumstances, if your payment is recalled by the associated bank or payment provider, we reserve the right to cancel and refund any order for which an order confirmation has been sent. We accept no responsibility or liability for such cancellations, as these are outside our control.

To prevent fraud and protect us, we reserve the right to carry out checks and/or request that additional information be provided in order to verify purchases. We reserve the right to cancel any orders that we reasonably suspect to have been made fraudulently, without any notice to you, and any and all Items obtained as part of such orders will be void.

Please ensure that you read the full Item description details and are happy with your selection prior to purchase as we may be unable to rectify issues arising as a result of your mistake.

If an event is cancelled (and not rescheduled), you will be offered a full refund on your purchase.

If an event is cancelled, rescheduled or materially altered, we will use reasonable endeavours to notify you once we have received the relevant information. However, we cannot guarantee that you will be informed of such cancellation, rescheduling or alteration before the date of the event. It is your responsibility to ascertain whether an event has been cancelled, rescheduled or altered and the date and time of any rescheduled event.

Event Timings and Admissions
Please note that advertised start times of events are subject to change. Also, door opening and closing times stated in relation to an event are not indicative of the event’s start or end time (or when an artist is scheduled to play or the length of the artist’s performance), all of which remain at the relevant Event Partner’s and/or artist’s discretion and may be subject to change.

Generally, every effort to admit latecomers will be made at a suitable break in the event, but admission cannot always be guaranteed.

By attending an event, you and other patrons understand and agree to being photographed, filmed and/or recorded in relation to the event and/or for safety and security, including filming by the police. You and other patrons understand and agree that resulting photographs, videos, audio recordings and/or audiovisual recordings may be used in any and all media for any purpose at any time throughout the world (however, you may object to such use by specific request to

Prolonged exposure to loud music or noise may damage your hearing and we advise you and all patrons to wear adequate ear protection at events.

Special effects, which may include sound, audio-visual, pyrotechnic effects or lighting effects may be featured at an event, which may not be suitable for those with photosensitive epilepsy, or similar conditions.

Please note that General Admission tickets do not guarantee seating in the venue. Seating in The Sugar Club is limited and on a first come, first served basis unless otherwise specified.

Unless indicated otherwise in relation to a particular event, if an event is rescheduled, you will be offered seats at any rescheduled event (subject to availability) of a value corresponding with your original tickets. If you are unable to attend the rescheduled event, you will be offered a full refund on your purchase. You must inform us within the time specified by us if you are unable to attend the rescheduled event, otherwise we may reconfirm your booking for the rescheduled date and you will not be entitled to claim a refund.

To claim your refund, as long as you are entitled to it, please email You must include the event you purchased a ticket for and the name on the credit card you used to purchase the ticket(s) and comply with any other reasonable instructions from us. Refunds can take up to 5 business days to appear back on your card. This is a stipulation of our online payment processor Stripe and we unfortunately cannot adjust this.

Purchased in Error
Tickets purchased in error (an error being defined as choosing the wrong event to purchase a ticket for or purchasing the wrong number of tickets) can be refunded if you let us know within 24 hours of the purchase. Please email with details of the event you purchased a ticket for and the name on the credit/debit card you used to purchase the ticket(s).

PLEASE NOTE *** If you purchase a ticket then subsequently find you cannot attend the show we cannot refund your purchase. ***

Bad weather, falling asleep in front of the fire and missing the gig, not bothering to go or not being able to find a babysitter etc. are unfortunately not valid reasons to have your purchase refunded. We will always make sure a legitimate refund claim is settled without delay however we cannot refund a purchase unless the event is rescheduled, cancelled or your purchase was made in genuine error.

Queries or Complaints:
If you have any queries or complaints regarding your purchase, email quoting the event you purchased a ticket for and the name on the credit card you used to purchase the ticket(s).

Because we sell Items on behalf of other promoters, bands and individuals, we may need to contact them for more information before responding to your query so please keep this in mind as our immediate response may not be possible but we will get back to you as soon as possible.

If any dispute arises, we shall use our reasonable endeavours to consult or negotiate in good faith, and attempt to reach a just and equitable settlement satisfactory to both you, us and the promoter, band or individual responsible for the event.