Sales, Refunds and Returns Policy

Event Tickets

Ticket Types

We have several classifications of tickets;

Standard Ticket
Ticket Deposit
Carer Ticket
Gifted Ticket
Crew Ticket

Our events are open to individuals ages 18 and over. You may only purchase or hold a ticket if you will be 18 by the first day of the event.

Standard Tickets

Standard Tickets are fully paid attendance tickets.

When purchasing this ticket type, you will be required to give the name of the intended ticket holder if it differs from the buyer. Each person may only hold one ticket; you are not permitted to purchase multiple tickets to hold for unspecified group members.

Ticket Deposits

Ticket Deposits are partially paid attendance tickets.

You must complete your payments to change Ticket Deposits to Standard Ticket before you attend the game.

We require tickets to be fully paid for within 2 months of buying a deposit. If a written extension has not been obtained and the full Standard Ticket has not been paid for within this time, we may cancel your ticket and resell the space to recoup costs.

Carer Tickets

Carer Tickets are agreed on a case by case basis depending on the individual’s level of requirements, as well as our per-person running costs. They can be applied for even if a game is sold out so long as the individual requiring care has a ticket, but we can only guarantee being able to offer carer tickets to those who proactively apply before purchasing any tickets. Please email in to contact@fakeloregames.com to organise these tickets.

As a guideline;

If a carer is required to accompany the individual they are caring for at all times, will only be minimally engaging in the event and are there primarily to fulfil the care requirements of the individual, the carer will be granted a free or as close to free ticket as possible. Higher production events with accommodation and catering will require our basic per-person costs to be covered.
If the carer will be fully engaging in the event themselves but is required to give part-time care in order for the individual to attend, they will be granted a concession ticket.

Carer tickets are intended primarily for those with registered care needs.

Gifted Tickets

Gifted Tickets are standard attendance tickets that are given out as thanks or under pre-agreed terms (i.e. to event reviewers or as raffle items). These cannot be resold but may in certain circumstances be re-gifted. Please contact Fakelore Games to discuss options.

Crew Tickets

Crew Tickets are for anyone volunteering to help crew the event. Core staff members (i.e. referees) for that event do not need to obtain a crew ticket.

Ticket Discounts

We have the following discounts available for attendees when purchasing tickets. These discounts can stack.

Early Bird Tickets

Some event tickets will have Early Bird pricing to encourage early purchases. This discount automatically applies during this period, usually lasting one or two months.

Concessions

Concession tickets are available to help low-income individuals, offering a £15 discount.

To apply, simply choose the concessions option on the ticket page. In the “Add Notes” section of the purchase, please state the reason from the following list, and if required, name your carer.

You are eligible for a concession ticket if one of the following applies:

In receipt of state benefits
Including Universal Credit, Disability Living Allowance, and the State Pension
Are a carer for an individual who is eligible for concessions or can overwise prove they require assistance (such as individuals with care needs that are not in receipt of Disability Living Allowance).

We allow participants to self-declare whether they are eligible for concessions; they will need to state which reason they are declaring under, but will not generally require proof unless we are given reason to question eligibility. This is an honour-based system.

Waiting List

Fakelore Games will only hold waiting lists for specific events, in part due to a low acceptance rate making this very admin intensive. Please check on the event page to see if that event is running a waiting list.

If you wish to purchase a ticket for a sold out event that does not have a waiting list, we recommend joining our social media pages on facebook and discord, to keep an eye out for any resale ticket advertisements. There is on average a 10%-20% ticket turnover.

Transfers and Resale

If you wish to resell a ticket, please make a post on that event’s facebook group or discord server. We advise you to make a post as soon as you know you can no longer attend, to increase the chances of reselling your ticket.

If there is an active Waiting List, you must contact Fakelore Games before publicly advertising a ticket.

Tickets may only be resold for the amount they were originally purchased. We reserve the right to charge a small administrative fee of £10.

Tickets may be freely transferred to another individual.

The original ticket owner must contact Fakelore Games to confirm the ticket change and the new ticket holder’s name.
If there are any issues with the ticket transfer, you will be contacted by Fakelore Games and the ticket will remain the property of the original owner until the issue is resolved.

Tickets may be resold to another individual.

Tickets must be resold for the original purchase price or lower, at the discretion of the seller.
Tickets won in competitions or raffles sponsored by Fakelore Games may only be freely gifted unless prior permission has been obtained in writing from Fakelore Games.
The seller must contact Fakelore Games to confirm the ticket resale and the new ticket holder’s name and email. We will then email the new ticket holder to confirm their details.
If there are any issues with the ticket transfer, you will be contacted by Fakelore Games and the ticket will remain the property of the reseller until the issue is resolved.

Once a ticket has been transferred

Once the name of the ticket holder has been changed, only the named person may access and make changes to the ticket.
Refund policies apply from the date the ticket was originally purchased from Fakelore Games, not from when the current ticket holder was changed.

Refunds

All Tickets are refundable within 14 days of their original purchase. After this point, they are non-refundable, and we recommend finding someone to resell/transfer the ticket to. Additionally, any payment made within 30 days of an event is not eligible for a refund, even if it is within the 14 day purchase period.

Ticket Deposits are designed to secure your attendance at an Event and grant a longer period to pay off the full Standard Ticket cost. They follow the same refund rules as above. Any additional payments to change the Ticket Deposit to a fully paid Standard Ticket are refundable until 14 days after each payment is made, unless the payments are made within 30 days of the event.

Event Cancellation

If an event is cancelled, rescheduled, the venue changes, or the length of the event changes, you will be offered either:

A full refund (this option is automatically selected 30 days after the announcement).
A partial refund (if the event is shortened, based on the new length of the event).
Transfer to account credit, usable against any purchase from Fakelore Games (including events and merchandise). Account credit is non-refundable once credited to an account.

Refunds may take time to complete depending on the event cancelled, but we will process these as soon as we are able to. We aim to start processing refunds a minimum of 30 days after the cancellation to give ticket holders a chance to state their preferred option. Ticket holders will be contacted individually about the status of their refund.

Rescheduling

If the event is rescheduled, we will contact you asking whether you wish to attend the new date or cancel your ticket. You will need to respond within 30 days to accept the change. If you do not wish to attend the rescheduled event, or we don’t hear from you, your ticket will be scheduled for refund after this 30 day period.

If an event is postponed but a rescheduled date hasn’t been announced over 30 days after the original event date, everyone will be offered a refund.

Credit and Debit card dispute options

If you paid by credit card and we are unable or unwilling to provide you with a refund, you can contact your card provider. Under section 75 of the Consumer Credit Act, you may be entitled to a refund from your credit card provider on purchases over £100 in certain scenarios. However, we do aim to offer refunds as standard for these eligible scenarios and advise you contact us first.

If you paid by debit card, you may be able to process a chargeback, especially for tickets under £100. The use of chargebacks to circumnavigate our policies or fraudulently gain a refund will be met with a ban from all Fakelore Games events until all charges relating to the chargeback are repaid (including a minimum of £20 dispute charge and any payment processing and administration fees).

Illness cancellation

We strongly discourage anyone from knowingly attending one of our events while unwell, especially with contagious illnesses. Please contact us to discuss your ticket options if this applies to you.

Covid-19

If within 48 hours of the event starting you test positive for Covid-19, you may transfer your ticket to a future event with booking availability of equal value or change it to account credit. We may require proof of a dated lateral flow or PCR test.

Transferring your ticket to another event

You may, at the organiser’s discretion, transfer your ticket to a different event so long as there are attendee spaces available.

Ticket transfers to future events are offered as standard if:

The original event is cancelled or postponed.
You test positive for Covid-19 within 48 hours of the event starting.

Please get in touch via our email at contact@fakeloregames.com to organise the transfer.

Significant Changes to the Event

If an event changes to run in a limited capacity (ie a 3-day event is changed to a 1-day event) which is advertised as such in advance, you will be offered either to cancel your ticket for a full refund, or to attend in the new limited capacity with a partial refund.

If an event is forced to end early from to matters outside of our control, due to occurrences such as but not limited to a serious incident on site, unsafe weather conditions, action from the venue, a change in country-wide regulations, a pandemic, or a local or national emergency, we will endeavour to offer a partial refund or account credit based on the nature and severity of the occurrence and size of the event. Details of such will be released within 30 days of the end of the event.

General Sales

Our refund/return policy outlines the guidelines for requesting refunds and returning items purchased through our website. This section applies to any non-event ticket items sold through us.

Shipping

Shipping Times and Costs

Items are dispatched within 1 week of purchase unless otherwise stated on the item page.

Shipping is calculated at the checkout.

Collection from Events

It may be possible to collect certain items at events. Please contact us at contact@fakeloregames.com to check which events this is possible at.

We frequently attend various UK larp events, including larp conventions and multiple fest LARPs in addition to events we run, but you must check directly with us before purchase!

Damage or Defects

If there is any damage to packaging, you should either reject the parcel from the courier or immediately take photos of it before opening the package, and of any internal damage.

Please contact us at contact@fakeloregames.com with photos so we can make a claim with the courier and discuss your options.

Cancellations

If you purchase a stock item and cancel before the item is shipped, you will be issued a full refund.

If purchased online, you are protected by distance selling regulations:

You may cancel your order within 14 days of receiving your goods
You do not have to provide a reason
You will have another 14 days to return the goods after informing us, at your own expense
We will not pay for or reimburse return shipping costs on cancelled orders
We will refund you within 14 days of receiving the goods back

Please email contact@fakeloregames.com to discuss cancellations.

Faulty Items

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.

Eligibility

We typically offer full refunds if an item is faulty, not as described, or does not do what it’s supposed to do. This applies to any purchase, even if the item was on discount, however we will only ever refund up to the amount paid for the item.

We do not offer refunds if you:

Knew the item was faulty when you bought it (ie, stated in the listing description)
Damaged the item yourself by trying to alter it
No longer want the item (beyond the 14 day cancellation period)
The item was a sale item

We may only offer a partial refund if you:

Damaged the item further by trying to repair it yourself
Have used the item/it has wear and tear, but is still in a sellable state

We will only offer refunds on the following items if they are faulty:

Personalised and custom-made items
Perishable items
Newspapers and magazines
Unwrapped CDs, DVDs and computer software

Initiating a Refund/Return Request

To start a return, you can contact us at contact@fakeloregames.com. You will be sent details on where to post it and, if applicable, be provided with a pre-paid shipping label. You will be offered an exchange or refund depending on the item and stock availability.

Shipping and Handling

Once you’ve contacted us, we’ll send you instructions on how and where to send your package. If the item is being returned due to a fault, we’ll send you a return shipping label as well. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not the United Kingdom, shipping your goods may take longer than expected.

Receiving your Refund

We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 21 days have passed since we’ve approved your return, please contact us at contact@fakeloregames.com.

Repairs and Replacements

If you later discover a fault, we may be able to repair or replace it.

Items returned with a fault within 6 months of purchase will be automatically eligible for repairs or replacement. Any replacements will be for the same item as originally purchased.

Any repairs requested after 6 months may require evidence that the item was faulty within the 6 month window.

Contact Information

Keith Chester

Fakelore Games

Email: contact@fakeloregames.com