Help

Frequently Asked Questions

• How do I know if my order went through?

After placing a successful order, you should receive a confirmation number and/or confirmation email. You can also log in to your account and check "User Menu > Order > Order History".

• How can I print my tickets?

When you complete the purchase, assuming that you have selected e-tickets as delivery method:

  1. You'll see the tickets on the confirmation page and can print them right away
  2. In your confirmation email, there is a link to the "Print Tickets"
  3. You can log in to your account and print tickets from "User Menu > Tickets > Print Tickets".

• I checked out as a guest and didn't create an account. Can I still login to manage, print or refund my tickets?

Yes, click on the sign in button, enter the email you used for the purchase and click on the 'Forgot Password' button to create a password. You can create the password if you have access to the email address you provided.

• Why does my credit card show more than one charge for a single purchase? Am I double-charged?

1- Check "User menu > Tickets > My Tickets" to make sure your purchase went through only once. If you've made more than one purchase, you may want to return the duplicates.

2- If you've submitted your transaction with a wrong billing address, the AVS (address verification system, used by credit card processors to prevent fraud) will reject your payment but put a temporary hold on the amount, also known as "authorization". The authorization is not a charge and will drop off your statement in a few days. Check your statement again in a few days to confirm that the amount is gone.

• Do I need to print my e-tickets, or can I just show on my phone?

Most events accept mobile tickets, but some don't. Unless clearly instructed otherwise in the event information or the delivery method choices, you should try to print your tickets.

• Can I change my ticket delivery method?

Contact us right away, and we may be able to change your delivery method.

• Can I change my seat or performance if I got the wrong tickets?

If the return policy of the event allows returns, you can use "User Menu > Tickets > Return Tickets" to return your tickets for store credit and purchase a new set of tickets. Your store credit will be applied on the checkout page.your purchase went through only once. If you've made more than one purchase, you may want to return the duplicates.

If the exchange policy of the event allows exchanges or upgrades, you can use "User Menu > Tickets > Exchange Tickets" to exchange, upgrade or change the date of your tickets.

Otherwise, you can contact us. We may be able to exchange the tickets for you.

• What if I didn't receive a confirmation email or invoice?

First, check your spam folder. If the email isn't there, you've probably entered an invalid email address or are using a system that blocks our emails.

To view, print, or receive the confirmation and email as an invoice, use the "User menu > Orders > Order History" and click on the icon for the invoice.

• How do I sign in if I forgot my password?

If you've entered the correct email address, you can simply reset your password. Click on the Sign In button, click Forgot Password, and wait a few minutes. You'll receive the password recovery code in your email, and you can then change your password.

• I cannot sign in and I haven't gotten any emails (welcome email, order confirmation, password recovery) from you. What should I do?

You've probably signed up with a wrong email address or made a typo in your email address. Try to sign up again with the correct email address.

• I purchased my tickets as guest. Can I still log in to print or manage my tickets?

Sure, you can claim your account. On the sign in box, enter your email address, the one that you used when purchasing the tickets, and click on the "Forgot Password". Then follow the steps to create a password for your account.

• I purchased Refund Protection. How can I file a claim?

Refund protection is offered through Booking Protect, an independent, 3rd party company. All claims and refunds should be processed directly and solely through Booking Protect. We are not in any way involved or responsible in the refund protection process.

Should you need to file a claim or have any questions, contact BookingProtect.com directly or file a claim on Refund.BookingProtect.com/login as BookingProtect, and not the website you purchased tickets from, is solely in charge of the claims and refund protection.

You will need Booking Reference Number which is your purchase confirmation number and Retailer which is: https://www.ticketor.com/tickets.savoyball.com

Finding & Buying Tickets

How To Find/Buy a Ticket:

  1. Go to the Tickets page by clicking on the top menu.
  2. You will see a list of available events. Click on the "button" for your desired event.
  3. You will be redirected to the "Find Tickets" page where you can simply select the number of tickets that you need and add them to your shopping cart.
    If the event is 'Assigned Seat', you may be able to select your seat on the interactive seating chart or ask the system to find you the best available seats.
    You can see and verify the assigned seats in your shopping cart before making the purchase.
  4. Now that you have tickets in your shopping cart, press the "Proceed to Checkout" button to go to the checkout page. If you are not already logged in, you will be asked to log in or create a new account or checkout as a guest. It is quick and easy.
  5. On the checkout page, choose the required delivery method and fill out your billing and credit card information to complete the transaction.
  6. Upon successful completion of the transaction, you should receive a confirmation number and a confirmation email will be sent to you. You will also be able to see your tickets using the "My Tickets" link on the main menu.
  7. If e-tickets are selected as the delivery method, you can print your tickets immediately or at a later time using the link in your confirmation email or by logging into your account and using the "print e-tickets" option from the top menu.

How do I receive my tickets?

Each event may offer one or more delivery methods that you can choose on the checkout page.

  • E-tickets (print or show on the phone): You will receive tickets right after the purchase and can either print them or show them on the phone to get admitted. If you don't have a printer at the time of purchase, you can still choose the e-tickets option and print them later by using the link in your confirmation email or going to "print e-tickets" on the main menu.
    Please note that some events may require you to print the tickets. Read the delivery method description to see if printing is required.
  • Will-Call (collection or pickup): If Will-Call is selected as the delivery method, you need to pick up your tickets at the location specified. It is usually at the venue on the event day or it could be at some other location.
    You may need to provide a matching ID or the credit card you used during the purchase to pick up the tickets.
  • Mail/Post: If mail is selected, you will be asked for a shipping address and the tickets will be sent to you.

Returning A Ticket (Returns Policy)

No returns

You may transfer your ticket(s) but all purchases are final and there are no refunds or returns under any circumstance. We strongly advise you to take out the refund protection insurance offered at checkout if you think there is any chance you or anyone in your party might not be able to attend.

Join Our Mailing List

Join our newsletter to get informed about our upcoming events

How to Register for Email Notifications

  • If you have not signed up yet, you can register for email notifications during sign up. Click on the "Sign In" menu and sign up.
  • If you have already signed up, login using your email address and password and go to the "My Account" page from the menu, to set your mailing list preference.

Privacy & Cookie Policy

Introduction

This policy sets out how we collect, process and hold your personal data if you visit our event ticket shop or otherwise provide personal data to us. We are The Savoy Ball of 57 Woodland Gardens, Isleworth, Middlesex TW7 6LW. We are the data controller of your personal data. This policy affects your legal rights and obligations so please read it carefully. If you have any questions, please contact us at info2019@savoyball.com.

Personal data we collect

We collect, process, store and use personal data when you book a ticket to an event including your name, address and email address together with payment information. We may also collect personal data that you give to us about other people if you register them to attend an event. You agree that you have notified any other person whose personal data that you provide to us of this privacy notice and, where necessary, obtained their consent so that we can lawfully process their personal data in accordance with this policy. All personal data that you provide to us must be true, complete and accurate. If you provide us with inaccurate or false data, and we suspect or identify fraud, we will record this. You do not need to provide us with any personal data to view our event ticket shop. However, we may still collect the information set under the Data we automatically collect section of this policy, and marketing communications in accordance with the Marketing Communications section of this policy. When you contact us by email or post, we may keep a record of the correspondence and we may also record any telephone call we have with you.

Data we automatically collect

When you visit our event ticket shop, we, or third parties on our behalf, automatically collect and store information about your device and your activities. This information could include (a) your computer or other device's unique ID number; (b) technical information about your device such as type of device, web browser or operating system; (c) your preferences and settings such as time zone and language; and (d) statistical data about your browsing actions and patterns. We collect this information using cookies in accordance with the Cookie section of this policy and we use the information we collect on an anonymous basis to improve our event ticket shop, our events and the services we provide, and for analytical and research purposes. We also allow advertisers and advertising networks to collect information about your computer or mobile device, activities, and geographic location to enable them to display targeted ads to you and provide us with anonymous information about our users’ behaviour. Again, this takes place through the use of cookies in accordance with the Cookie section of this policy.

Marketing Communications

If you opt in to receive marketing communications from us you consent to the processing of your data to send you such communications, which may include newsletters, blog posts, surveys and information about new events. We retain a record of your consent. You can choose to no longer receive marketing communications by contacting us at info2019@savoyball.com or clicking unsubscribe from a marketing email. If you do unsubscribe to marketing communications, it may take up to 5 business days for your new preferences to take effect. We shall therefore retain your personal data in our records for marketing purposes until you notify us that you no longer wish to receive marketing emails from us.

Lawful processing of your personal data

We will use your personal data in order to comply with our contractual obligation to supply to you the tickets to an event that you have booked, including to contact you with any information relating to the event, to deliver the event to you in accordance with any requests you make and that we agree to, and to deal with any questions, comments or complaints you have in relation to the event. We may also use your personal data for our legitimate interests, including dealing with any customer services you require, enforcing the terms of any other agreement between us, for regulatory and legal purposes (for example anti-money laundering), for audit purposes and to contact you about changes to this policy.

Who do we share your data with?

We may share your personal data with any service providers, sub-contractors and agents that we may appoint to perform functions on our behalf and in accordance with our instructions, including payment providers, event ticketing providers, email communication providers, IT service providers, accountants, auditors and lawyers. Under certain circumstances we may have to disclose your personal data under applicable laws and/or regulations, for example, as part of anti-money laundering processes or protect a third party's rights, property, or safety. We may also share your personal data in connection with, or during negotiations of, any merger, sale of assets, consolidation or restructuring, financing, or acquisition of all or a portion of our business by or into another company.

Where we hold and process your personal data

Some or all of your personal data may be stored or transferred outside of the European Union (the EU) for any reason, including for example, if our email server is located in a country outside the EU or if any of our service providers or their servers are based outside of the EU. We shall only transfer your personal data to organisations that have provided adequate safeguards in respect of your personal data.

Cookies

A cookie is a small text file containing a unique identification number that is transferred (through your browser) from a website to the hard drive of your computer. The cookie identifies your browser but will not let a website know any personal data about you, such as your name and/or address. These files are then used by websites to identify when users revisit that website. Our event ticket shop uses cookies so that we can recognise you when you return and personalise your settings and preferences. Most browsers are initially set up to accept cookies. You can change your browser settings either to notify you when you have received a cookie, or to refuse to accept cookies. Please note that our event ticket shop may not operate efficiently if you refuse to accept cookies. We also use Google Analytics to monitor how the event ticket shop is used. Google Analytics collects information anonymously and generates reports detailing information such as the number of visits to the event ticket shop, where visitors generally came from, how long they stayed on the event ticket shop, and which pages they visited. Google Analytics places several persistent cookies on your computer's hard drive. These do not collect any personal data. If you do not agree to this you can disable persistent cookies in your browser. This will prevent Google Analytics from logging your visits.

Security

We shall process your personal data in a manner that ensures appropriate security of the personal data, including protection against unauthorised or unlawful processing and against accidental loss, destruction or damage, using appropriate technical or organisational measures. All information you provide to us is stored on our secure servers. Any payment transactions are encrypted using SSL technology. Where we have given, or you have chosen a password, you are responsible for keeping this password confidential. However, you acknowledge that no system can be completely secure. Therefore, although we take these steps to secure your personal data, we do not promise that your personal data will always remain completely secure.

Your rights

You have the right to obtain from us a copy of the personal data that we hold for you, and to require us to correct errors in the personal data if it is inaccurate or incomplete. You also have the right at any time to require that we delete your personal data. To exercise these rights, or any other rights you may have under applicable laws, please contact us at info2019@savoyball.com. Please note, we reserve the right to charge an administrative fee if your request is manifestly unfounded or excessive. If you have any complaints in relation to this policy or otherwise in relation to our processing of your personal data, you should contact the UK supervisory authority: the Information Commissioner, see www.ico.org.uk. Our event ticket shop may contain links to other sites of interest. Once you have used these links to leave our event ticket shop, you should note that we do not have any control over that other site. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this policy. You should exercise caution and look at the privacy policy applicable to the site in question.

Retention

If you register with us, we shall retain your personal data until you close your account. If you receive marketing communications from us, we shall retain your personal data until you opt out of receiving such communications. If you have otherwise booked a ticket with us or contacted us with a question or comment, we shall retain your personal data for 6 months following such contact to respond to any further queries you might have.

General

If any provision of this policy is held by a court of competent jurisdiction to be invalid or unenforceable, then such provision shall be construed, as nearly as possible, to reflect the intentions of the parties and all other provisions shall remain in full force and effect. This policy shall be governed by and construed in accordance with the law of England and Wales, and you agree to submit to the exclusive jurisdiction of the English Courts. We may change the terms of this policy from time to time. You are responsible for regularly reviewing this policy so that you are aware of any changes to it. If you continue to use our event ticket shop after the time we state the changes will take effect, you will have accepted the changes.

Is Buying on this site Secure

Purchasing on this site is safe and secure:

  • Our system is 100% automated so nobody has access to your personal information such as your credit card information.

  • We use SSL (Secure Socket Layer) technology so your personal information (including credit card number) will be encrypted during the transfer to server.

    How do I know if I am on a secure (SSL) page?

    Always make sure you are on a secure page before entering your personal information.
    You are on a secure (SSL) page if:

    1. http: at the beginning of your internet address, changes to https:

    2. Depending on your browser, a "Lock" icon will appear in your address bar (at the top of the page) or in the status bar (at the bottom of the page).