Where to find information about us and our products

You can find everything you need to know about us, Sondr, and our products (tickets for events) and the services we provide on our website before you order. We also confirm the key information to you in writing after you order, either by email or on your online account.

When you buy from us you are agreeing that:

We only accept orders when we’ve checked them

We contact you to confirm we’ve received your order and to confirm we’ve accepted it.

Sometimes we reject orders

Sometimes we reject orders, for example, because a tickets are sold out or because we can’t verify your age or because you are located outside our delivery areas as stated on our website and in our marketing. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when we accept your order

However, for some services we take payment at regular intervals (for example, subscription services), as explained to you during the order process. If your order relates to goods (rather than digital content or services), you will own it once we have received payment in full.

We charge interest on late payments

If we’re unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 3% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgement. You pay us the interest together with any overdue amount.

We pass on increases in VAT.

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We’re not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, such as industrial action or a delay from our supplier, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact us by email on Support@sondr.io to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred.

If you bought online You have a legal right to change your mind

Your legal right to change your mind. For most of our services or products bought online you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

When you can’t change your mind. You can’t change your mind about an order for:

  •  digital products, after you have started to download or stream these;
  •  services, once these have been completed; and
  •  sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive them;

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after:

  • the day we deliver your product, if it is goods, for example a ticket for an event. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
  • the day we confirm we have accepted your order, if it is for a service.
  • the day we confirm we have accepted your order, if it is for digital content for download or streaming (for example, promotional material on our platform, although you can’t change your mind about digital content once we have started providing it.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team: Support@Sondr.io.

You have to return the product at your own cost. If your product is goods, for example, a ticket for an event, you have to return it to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. You can:

  • send the product back to us using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price.

We only refund standard delivery costs. We don’t refund any extra you have paid for express delivery or delivery at a particular time.

You have to pay for services you received before you change your mind. If you bought a service we don’t refund you for the time you were receiving it before you told us you’d changed your mind.

We reduce your refund if you have used or damaged a product or misused a service. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. This also applies to any service we supply which has been used incorrectly.

When and how we refund you. If your product is a service, digital content or goods that haven’t been delivered or that we’re collecting from you, we refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. If your product is goods that you’re sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.

You can end an on-going contract (find out how)

We tell you when and how you can end an on-going contract with us (for example, for regular services or a subscription to digital content or goods) during the order process and we confirm this information to you in writing after we’ve accepted your order. If you have any questions, please contact our Customer Service Team: Support@Sondr.io

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact our Customer Service Team: Support@Sondr.io We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.

Summary of your key legal rights
If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

  •  Up to 30 days: if your goods are faulty, then you can get a refund.
  •  Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
  •  Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

If your product is digital content, the Consumer Rights Act 2015 says digital content must be as described, fit for purpose and of satisfactory quality:

  •  If your digital content is faulty, you’re entitled to a repair or a replacement.
  •  If the fault can’t be fixed, or if it hasn’t been fixed within a reasonable time and without significant inconvenience, you can get some or all of your money back.
  •  If you can show the fault has damaged your device and we haven’t used reasonable care and skill, you may be entitled to a repair or compensation

If your product is services, the Consumer Rights Act 2015 says:

  •  You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.
  •  If a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable.
  •  If a time hasn’t been agreed upfront, it must be carried out within a reasonable time.

We can change products and these terms

Changes we can always make. We can always change a product:

  •  to reflect changes in relevant laws and regulatory requirements;
  •  to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don’t affect your use of the product; and
  •  to update digital content, provided that the digital content always matches the description of it that we provided to you before you bought it. We might ask you to install these updates.

Changes we can only make if we give you notice and an option to terminate. We can also make the following types of change to the product or these terms, but if we do so we’ll notify you and you can then contact our Customer Service Team: Support@Sondr.io to end the contract before the change takes effect and receive a refund for any products you’ve paid for in advance, but not received:

  •  if we have to make substantial changes to our terms and conditions
  •  if we change the structure of our company and need to change the nature of the services and goods we offer.

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product or a service. We do this to:

  •  deal with technical problems or make minor technical changes;
  •  update the service (or product) to reflect changes in relevant laws and regulatory requirements; or
  •  make changes to the service or product..

We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an
emergency. If we suspend the product or service for longer than 14 days in any 30 day period we adjust the price so you don’t pay for it while its suspended. If we suspend supply, or tell you we’re going to suspend supply, for more than 14 days you can contact our Customer Service Team: Support@Sondr.io to end the co

We can withdraw products or services

We can stop providing a product or service, such as an ongoing service or a subscription for digital content or goods. We let you know at least 14 days in advance and we refund any sums you’ve paid in advance for products or services which won’t be provided.

We can end our contract with you

We can end our contract with you for a product or service and claim any compensation due to us if:

  •  you don’t make any payment to us when it’s due and you still don’t make payment within 30 days of our reminding you that payment is due;
  •  you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product or service; service to you or collect it from us.

We don’t compensate you for all losses caused by us or our products or services

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

  • Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  •  Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control.
  • Avoidable. Something you could have avoided by taking reasonable action. For example, damage to your own digital content or device, which was caused by digital content we supplied and which you could have avoided by following our advice to apply a free update or by correctly following the installation instructions or having the minimum system requirements advised by us.
  • A business loss. It relates to your

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice

You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team: Support@Sondr.io will do their best to resolve any problems you have with us or our products.

Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product or service. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract. If you’re unhappy with the transfer you can contact our Customer Service Team: Support@Sondr.io to end the contract within 21 days of us telling you about it and we will refund you any payments you’ve made in advance for products not provided.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.

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