Venue terms & conditions
OVO Arena Wembley
Terms and Conditions of Admission
Please read these terms and conditions before visiting OVO Arena Wembley, and make sure that you understand them. If you enter OVO Arena Wembley, you will be taken to have understood and accepted these terms and conditions.
If you have any questions about OVO Arena Wembley or these terms and conditions, please contact us. If your query relates to these terms and conditions, please contact us before your visit.
1 DEFINITIONS AND INTERPRETATION
1.1 In these Terms, certain words have specific meanings, as follows:
“AEG” / “we” / “us” / “our”
means AEG Facilities (UK) Limited.
“Event”
means a music concert, sporting event or other live event taking place at OVO Arena Wembley.
“Organiser”
means a person or entity organising an Event, which may be AEG or may be another person such as a promoter, producer, artist, sporting team or record label.
“OVO Arena Wembley”
means the multipurpose entertainment destination located at Wembley, Middlesex HA9 0AA;
“Ticket”
means a ticket, electronic ticket, wristband or any other device giving the bearer the right to attend an Event.
“Ticket Agent”
means a person authorised by the Organiser to sell Tickets on behalf of that Organiser
“Venue Terms”
means these terms and conditions.
“you” / “your”
means any person seeking admission to OVO Arena Wembley to attend an Event.
2 HOW THESE TERMS WORK
2.1 AEG operates OVO Arena Wembley, and AEG’s authorised Ticket Agent is www.AXS.com.
2.2 Your admission to and conduct at OVO Arena Wembley and at all Events is governed by these Venue Terms. By purchasing Tickets and/or entering or attempting to enter OVO Arena Wembley, you will be taken to have accepted these Venue Terms.
2.3 Some Organisers and/or Ticket Agents may have their own terms and conditions, which may apply to you when using your Tickets and attending an Event, in addition to these Venue Terms. If there is any inconsistency between these Venue Terms and the terms specified by Organisers and/or Ticket Agents, these Venue Terms will apply in priority to the others.
3 AMENDMENTS TO THESE TERMS
3.1 These Venue Terms may be amended from time to time, to reflect changes in the rules of admission, changes in health and safety and/or security procedures, changes to the arrangements in place between AEG and relevant Ticket Agents, and/or changes in relevant laws and regulatory requirements.
3.2 Each visit to OVO Arena Wembley will be subject to the Venue Terms in force at the time of the visit. It is your responsibility to check the Venue Terms before entering OVO Arena Wembley, so that you are aware of any changes.
4 YOUR TICKET
4.1 Your Ticket may be in the form of paper, mobile/bar code, email, wristband or chip technology or such other form that becomes available over time. Tickets cannot be cancelled or exchanged after purchase, other than in accordance with these Venue Terms and the terms of the Ticket Agent from which they are purchased.
4.2 Only persons holding a valid Ticket will be admitted to Events at OVO Arena Wembley. You must keep your Ticket with you at all times during an Event.
4.3 Keep your Tickets safe. Your Ticket may be invalidated if any part of it is removed, altered or defaced. Removing the Ticket stub of a physical Ticket will invalidate the Ticket. Tickets cannot be duplicated if lost or stolen and neither AEG nor any Organiser will be liable for any lost or stolen Tickets.
4.4 Ownership or possession of a Ticket does not confer any rights (by implication or otherwise) on you to use, alter, copy or otherwise deal with any of the symbols, trademarks, logos and/or intellectual property appearing on the Ticket or used in connection with the Event. Tickets may not be used for promotions, competitions, sweepstakes or for other commercial purposes without the prior written consent of AEG and the Organiser.
4.5 For Events with seated and standing arrangements, each Ticket provides you with a licence to occupy a seat or to stand in an area (as applicable) of a value corresponding to that stated on your Ticket. We reserve the right to provide alternative seats to those specified on the Ticket where it is not possible to allow you to occupy the specific seat printed on your Ticket. In these circumstances, we will use reasonable endeavours to provide you with a seat of equal value to that which you purchased and where we are unable to do so we will reimburse to you the difference in value of the seat we are able to provide and the value of the seat printed on your Ticket and we shall have no further liability to you as a result of the change in seats.
5 TICKET RESALE
5.1 Our authorised Ticket Agent is AXS. In addition, the Organiser may have appointed its own authorised Ticket Agent(s) for the Event. If you are unsure as to whether or not a person offering Tickets for sale is an authorised ticket agent, please contact us. Please be aware that auction sites are not authorised ticket agents.
5.2 Tickets are typically sold by Ticket Agents on the basis that they are not transferable and must not be exchanged or resold except where a ticket exchange or resale facility authorised by us is offered.
5.3 Resale, or attempted resale or purchase of a Ticket other than via an authorised Ticket Agent, ticketing partner or official ticket resale partner of OVO Arena Wembley or the Organiser are grounds for seizure or cancellation of such Ticket without refund or other compensation.
5.4 The number of Tickets purchased may be subject to a maximum, which will be notified to you by the Ticket Agent before you make your booking. We reserve the right to request the cancellation by the Ticket Agent of any Tickets we have reasonable cause to believe to have been bought in excess of this maximum number or otherwise in breach of these Venue Terms. Unless notified to you otherwise during the Ticket booking process, the Ticket limit for Events at OVO Arena Wembley is 6 Tickets per person, credit card and household.
5.5 Neither we nor any Organiser will be required to honour Tickets if we know or have reasonable grounds for believing that they have been purchased from unauthorised agents or other unauthorised sources including, without limitation, ticket touts, or duplicated. We will be entitled to refuse entry to any person holding such a Ticket, or to eject them from OVO Arena Wembley and/or the Event.
6 AGE RESTRICTIONS AND YOUNG PERSONS
6.1 All children must have a Ticket in order to attend an Event.
6.2 Subject to any additional age restrictions that may apply to individual Events:
(a) children under 15 must be accompanied by an adult aged 18 or over; and
(b) children under 16 cannot enter the standing area and may only enter the Event with seated Tickets. We will not be liable to refund any standing Tickets which have been purchased for use by children under 16 in relation to such Events.
6.3 Events may be age restricted and it is the responsibility of the person who purchases the Tickets to check that s/he and persons on whose behalf s/he purchases the Tickets comply with such age restrictions before purchasing the Tickets. If you attend an Event where age restrictions apply and/or if you are claiming a concession, you must be able to provide photographic proof of identity and age or entitlement, as appropriate (e.g. student pass). We reserve the right to refuse entry, without refund, to any person who is unable to provide such photographic proof.
6.4 It is your responsibility to check the suitability of an Event for any children in your party regardless of official age restrictions, this includes considering the type of audience the Event is likely to attract and whether such an audience is a suitable environment for children in your party. Refunds will not be issued if any aspect of an Event, including the behaviour of other audience members, causes offence to you or any children on whose behalf you have purchased Tickets.
6.5 We do not recommend subjecting children to loud music over a sustained period of time. Hearing protection is advised for Events taking place at OVO Arena Wembley where loud music is involved. A concert environment is not suitable for very young children.
6.6 Except for shows specifically aimed at children, accompanying adults should be confident that children within their party will not cause disruption to other audience members. Any disruption may result in you and your children being removed from the OVO Arena Wembley.
7 ENTRY
7.1 You must produce a valid Ticket to gain entry to OVO Arena Wembley and upon request for inspection at any time in such areas. Failure to produce your Ticket when requested may result in you being required to leave OVO Arena Wembley.
7.2 Searching is a condition of entry to protect your safety and that of other visitors. We may conduct security searches of clothing, bags and other items, as determined by us in our reasonable discretion, including on entry and exit.
7.3 Prohibited Items
We reserve the right to prohibit within OVO Arena Wembley:
(a) items which are or may be illegal. Anyone found in possession of illegal or contraband goods may also be liable for prosecution;
(b) weapons, ammunition, explosives, horns, whistles, drums, fireworks, flagpoles, large umbrellas or any other item which in our reasonable opinion, may cause danger or disruption to any Event or to other visitors (regardless of whether or not such item is illegal or is carried for specific purposes);
(c) items which artists performing at an Event or their management have asked us to prohibit or are otherwise prohibited pursuant to these Venue Terms.
You are not permitted to bring food and beverages into any Venue except as set out in section 10 below.
7.4 You are responsible for safeguarding your property when at OVO Arena Wembley and AEG will have no liability for property that is lost, stolen or damaged when at OVO Arena Wembley. All items left with stewards before entry into OVO Arena Wembley are left at your own risk.
7.5 Animals, with the exception of assistance dogs, are not permitted in OVO Arena Wembley. Customers attending with assistance dogs are requested to contact OVO Arena Wembley in advance for further information.
7.6 You may not be permitted into OVO Arena Wembley, or may be ejected from it, and required to surrender any Tickets you hold, without refund, if you refuse to leave a Prohibited Item (see section 7.3) with our stewards or refuse to be searched on entry or if, in our reasonable opinion, you or your behaviour or any item you are carrying:
(a) poses a health and safety risk;
(b) affects the enjoyment of other visitors;
(c) affects the running of the Event;
(d) may cause damage to or interfere with the property of AEG or the Organisers;
(e) is in breach of these Venue Terms;
(f) is illegal;
(g) may lead to a breach of any licensing conditions applicable at OVO Arena Wembley; or
(h) is in breach of any rules and regulations exhibited on notices at OVO Arena Wembley, such as:
(i) entering any backstage or prohibited areas
(ii) standing in seats or in walkways
(iii) climbing on the building structure
(iv) throwing any objects or substances onto the stage or into the crowd or at another visitor
(v) smoking.
7.7 Should you experience any problems while in OVO Arena Wembley please contact the nearest steward so that every reasonable effort can be made to resolve the issue prior to, or during the Event you are attending as complaints are very difficult to resolve after the Event.
8 EVENTS
8.1 There is no re-admission once you have left OVO Arena Wembley except in limited circumstances at our sole discretion. This does not include leaving the area of OVO Arena Wembley within which the performance is taking place in order to purchase refreshments or use the washroom facilities within OVO Arena Wembley.
8.2 In relation to seated Events, other members of the audience may stand up during the Event which may block your view if you choose to remain seated or if they are taller than you. Refunds and compensation will not be offered if your view is restricted in this way.
8.3 Floor seating is not tiered and refunds or compensation will not be offered if your view is restricted as a result of the floor not being tiered.
8.4 There will be no admission to the Event before the designated opening times.
8.5 For some specific Events, and at the request of the artist, latecomers may not be admitted into the auditorium until a suitable break in the performance. If you expect that you will not be able to arrive at an Event on time please [contact us – link to Contact Centre] before buying your Ticket as we will not refund Tickets if you miss all or part of an Event due to your late arrival.
8.6 The use of cameras, video and/or sound recording equipment is prohibited and such items may not be used within OVO Arena Wembley except with our express written consent.
8.7 You are required to observe and comply with all rules and regulations shown on notices at OVO Arena Wembley and to comply with all instructions given to you by OVO Arena Wembley stewards and staff at the Event.
8.8 All advertised times are approximate and subject to change. It is your responsibility to make appropriate arrangements to ensure that you arrive at OVO Arena Wembley in sufficient time in case the Event starts early and to ensure that you are able to stay until the close of the Event should you wish to if it overruns. No refunds will be payable and we will not be responsible for the cost of alternative travel arrangements or for any other loss you suffer (including loss of enjoyment) as a result of an Event not running to the precise advertised times.
8.9 CCTV and film cameras may be present at and around OVO Arena Wembley, this includes filming by the police or security staff carried out for the security of visitors, and filming and/or photography by Event Organisers. By purchasing a Ticket to an Event and/or attending OVO Arena Wembley you give your express consent to all such filming and to your actual or simulated likeness being included within any film, photograph, audio and/or audiovisual recording (“Footage”), all rights in which will be owned by us, the Organiser or the relevant third party. You also agree that any such Footage may be used by us or the Organiser in any and all media for any purpose at any time throughout the world, including (with the exception of CCTV or security Footage) for commercial purposes, such as merchandising or DVDs, without payment or compensation to you.
8.10 You must leave OVO Arena Wembley quietly in consideration for our neighbours. Any failure to do so may result in you being refused entry to, or permission to purchase Tickets to, future Events.
9 HEALTH AND SAFETY
9.1 In case of emergency please follow instructions and directions from stewards, staff and/or other officials.
9.2 No smoking is permitted in any part of OVO Arena Wembley.
9.3 WARNING – prolonged exposure to loud noise may cause damage to your hearing. Flashing lights may be used during a performance.
9.4 If you have any specific access requirements, please [contact us – link to Contact Centre] before purchasing Tickets, to ensure that we can accommodate your requirements. Accessible seating may not be available unless it is arranged in advance.
10 FOOD AND BEVERAGES
10.1 No drink may be brought into the Venue (except in limited circumstances on proven medical grounds) unless otherwise notified at our discretion. A variety of beverages will be available for purchase within the Venue and free water is available. For medical exemption please email customer services at customerservices@ovoarena.co.uk.
10.2 When purchasing alcohol, if you appear to be under the age of 25, you may be asked for proof of age.
10.3 We reserve the right to refuse to serve you alcohol if, in our reasonable opinion, we believe that you are intoxicated or likely to become intoxicated if we serve you further alcoholic beverages.
11 MERCHANDISE
11.1 Official merchandise is only available from outlets within OVO Arena Wembley. Please be wary of unofficial traders offering inferior goods for which we accept no responsibility.
11.2 You are not permitted to sell or offer for sale or distribute any items whilst at or in the environs of OVO Arena Wembley including, without limitation, merchandise, Tickets, food, beverages, cigarettes or smoking materials, newspapers or magazines.
11.3 You must not bring into OVO Arena Wembley or display or distribute (whether for free or with a charge) at an Event any sponsorship, promotional or marketing materials nor any leaflets, signage or other materials containing religious or political messaging.
12 CANCELLATION, POSTPONEMENT AND ALTERATIONS
12.1 AEG or an Organiser may make alterations to Events which are not material in nature and no refunds will be available in respect of non-material alterations. A “material” change is a change to an Event which in the reasonable opinion of AEG or the Organiser, makes the Event materially different to the Event which purchasers of the Ticket could reasonably expect. Changes to performance times, supporting acts and the use of understudies in a theatre performance will not be a material change. A material change is judged by reference to the nature and billing of each Event. Events which are festivals or themed events are judged by reference to the overall theme rather than the individual act scheduled to appear. This includes Events which have multiple artists and/or where the Event name does not include reference to any specific act. In these cases, no scheduled acts may be considered as headline acts, regardless of their relative fame or prominence in the billing.
12.2 In the event of a cancellation, postponement or material alteration of an Event you may be entitled to a refund in accordance with the terms and conditions or refund policy of the authorised Ticket Agent from whom you purchased your Ticket(s) and you must contact the Ticket Agent to request all refunds. No refunds will be issued directly to you by AEG or the Organiser of any Event. Ticket Agents may not make a refund if you fail to follows the instructions provided within the timeframes notified in their terms and conditions.
12.3 It is your responsibility to check the website for OVO Arena Wembley, Event or Ticket Agent for news of any cancellation, postponement or alteration of the Event. Information on such matters will be made available on behalf of the Organiser as soon as reasonably practicable on the Venue website at www.ovoarena.co.uk and/or at OVO Arena Wembley. Customers are advised that the website cannot always be updated immediately and that circumstances giving rise to cancellation or alterations can sometimes arise immediately prior to an Event.
13 LIABILITY
THIS SECTION IS IMPORTANT AS IT SETS OUT THE LIMITS OF OUR LIABILITY TO YOU. PLEASE READ IT CAREFULLY
13.1 If we breach our obligations to you under these Venue Terms or we are negligent and, as a result, you suffer any loss or damage in connection with your presence at OVO Arena Wembley, you may be entitled to claim that loss from us, but:
(a) we will only be liable for your loss or damage up to an amount equal to the face value of the Ticket purchased by you for the Event you are attending (if any); and
(b) we will not be liable to you for loss or expenses incurred in connection with your visit to OVO Arena Wembley, any Event, or its cancellation, such as the cost of any personal travel, accommodation or hospitality arrangements made in connection with any Event.
13.2 For the purposes of these Venue Terms, “Force Majeure” means any cause beyond AEG’s or the Organiser’s control, including, without limitation, any act of God, war, insurrection, riot, civil disturbances, acts of terrorism, fire, explosion, flood, national mourning, theft of essential equipment, malicious damage, strike, lock out, weather, national defence requirements or acts or regulations of national or local governments. Neither we nor the Organiser will be liable to you under these Venue Terms to the extent that the failure is cause by a Force Majeure event.
13.3 Notwithstanding paragraphs 13.1 and 13.2 above, nothing in these terms shall be construed as excluding or restricting our liability for death and/or personal injury caused by our negligence nor for any other form of liability that may not by law be limited.
14 GENERAL
14.1 To the fullest extent permissible in law, we shall be entitled to assign any and all of our rights and obligations under these Venue Terms, provided that your rights are not adversely affected.
14.2 If any provision of these Venue Terms is found to be invalid or unenforceable by a court, the invalid or unenforceable provision shall be severed or amended in such a manner as to render the rest of the provision(s) and remainder of these Venue Terms valid and enforceable.
14.3 If we delay or fail to enforce any of these Venue Terms it shall not mean that we have waived our right to do so.
14.4 All of these Venue Terms are governed by English Law and any disputes arising under them are subject to the non-exclusive jurisdiction of the English Courts.