Ed Sheeran Hammersmith Apollo, London, Wednesday 17 October 2012, 19:00

How Seatwave works

Where do the tickets listed on the site come from?
Seatwave is a marketplace where you can buy and sell tickets. The tickets on the site come from a variety of sellers around the world including; fans, ticket brokers, event organisers and promoters. It's our job to make it easy to buy and sell these tickets in a fair and transparent way. We want every ticket to turn into a great time, so we keep a watchful eye on all orders to make sure things run smoothly for buyers and sellers.

Who sets the ticket price?
Prices are set by sellers when they list their tickets on Seatwave. Each seller is able to price their tickets differently, taking into account factors such as event popularity and ticket location. As a result, prices often vary for the same ticket and can be more or less than the face value. Because Seatwave is a marketplace, our listings are constantly updated, so check back regularly as new tickets are added daily. You can view the face value of any ticket on the checkout page.

When can you expect delivery of your tickets?
Ticket delivery times vary according to the event and are usually sent out no later than the week before the event date. So, don't panic if your tickets don't arrive instantly, Seatwave's TicketIntegrity™ guarantee ensures you'll get the tickets you ordered by the day of the event. If not, we'll find you replacement tickets or refund every penny.

Ticket Integrity

We guarantee that you will receive the tickets you ordered (or in rare cases, equivalent or better replacements) and they will be sent to you by the day of the event or made available at a Seatwave Collect From location situated very near to your event venue. If we don't keep this commitment to you, we'll take reasonable steps to source replacement tickets, of an equivalent value, to make sure you don't miss out. If suitable replacement tickets cannot be found, we'll refund 100% of the price you paid. No questions.

Our TicketIntegrity™ guarantee is a two-way street. If you are selling tickets we promise that you will receive prompt payment from Seatwave for all orders that are confirmed and fulfilled.
If in the event you need to apply for a refund:

1. Please check your tickets as soon as you receive them to make sure they are what you were expecting. Please contact us to return any incorrect tickets before the event

2. Do not use any incorrect tickets to attend the event.

3. Let us know within 7 days of the event if you experience any problems with the tickets at the venue.

4. Make sure that you keep any unused unacceptable tickets which must be returned to us in order to get your refund.