Ticket Booking and Cancellation Policy


Background and rationale

This policy applies only to events at the Grand Central (Brighton) at this stage. The rooms at Grand Central have less capacity than past venues we have used.  Therefore, a more rigorous approach will be applied to ticket bookings, cancellations, and ‘no-shows’ at our Matchday Events.   This is to ensure the success of our events and fairness to all in our supporters community. If someone books a ticket and doesn’t cancel it if they can no longer attend, someone else from our supporters community could miss out.  It also impacts our partner venue, as lower attendance equals lower bar takings.

Our Procedure

A ‘no-show’ = someone who books an event ticket, does not attend, and does not cancel their ticket.

The Events Team will monitor ‘no-shows’ at our Matchday Events and take the following steps to manage them, including contacting people by phone, text, or email if applicable.


Step 1

If someone is a ‘no-show’ at THREE events, they will receive a formal reminder to cancel their tickets if they can’t attend.

Step 2

If someone is a ‘no-show’ again (4th time) at any stage in the season, following a formal reminder, they will receive a final warning.

Step 3

If someone is a ‘no-show’ again (5th time) at any stage in the season, following a final warning, they will face ticket-booking restrictions for two months and will only be allowed to book tickets on the day of an event. 

Once the two months have passed, they will be notified that they can book tickets as normal again, but they remain at the final warning step, meaning another no-show, at any stage in the season, will lead to further ticket-booking restrictions.

Step 4

If someone is repeatedly a ‘no-show’, even after following the steps above, the Events Team reserves the right to suspend them from booking event tickets until further notice.  It is at the discretion of the Events Team when to apply and to lift this suspension, and the person will be notified when and how they can book tickets for our events again.

How to cancel a ticket on Eventbrite

The cancellation process for free Eventbrite tickets is slightly different for the Mobile Phone App and Desktop/Laptop Computer (Web Browser) because the menu navigation and button placement differ between the two.

On the Eventbrite Mobile App:

  1. Open the Eventbrite App and tap the “Tickets” button at the bottom of the screen.

  2. Select the ticket you want to cancel, which opens a page for that ticket

  3. Scroll down to find a list of options and tap “Cancel order”

  4. Tap “Cancel order” and then tap “Confirm cancellation”

On a Desktop/Laptop Computer (Web Browser):

  1. Log in to your Eventbrite account and tap your account details (top right of screen)

  2. Scroll down the list to find the “Tickets” button and tap this.

  3. Tap on the ticket you want to cancel, which opens a page for that ticket

  4. Tap “Cancel Order”

  5. Confirm by tapping “Yes, cancel this order”.

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