Customer Service
Speak to an agent
+44 20 7167 2525

Click here to print the General Terms and Conditions

Gootickets.com Terms & Conditions


Please read through the following sections carefully and make sure you fully understand the contents of this agreement prior to the use of the website and/or services. By using this website, you are deemed to have read and agreed to these terms and conditions.


The following terms are a binding agreement between the parent company of Gootickets.com, Platinium Group S.A.M. (referred to as The CompanyOurselvesWe and Us), and yourself (ClientCustomerYou and Your refers to you).  SupplierOrganiserEvent Organiser/ Organisation and the/an event, refer to an event held at a specific date and time for which tickets have been purchased. Any use of the mentioned terminology or other words in the singular, plural, capitalisation and/or he/she or they, are taken as interchangeable and therefore as referring to the same.


Please note that this document was written in English. To the extent any translated version of this document conflicts with its English version, the English version controls.




Section 1 - General

2.1 Accepting Terms and Conditions

This website or platform is presented to you, the customer, on the condition of your acceptance of the terms, conditions, and notices contained herein. Your use of this website or platform constitutes your agreement to all the terms and conditions. By ticking the Checkbox “I accept the terms & conditions” at the bottom of the checkout page, the buyer agrees to the terms and conditions and can be held to them.


2.2 Financial Responsibility

You assume financial responsibility for all transactions made under your name or account. You must be over 18 years old in order to make a purchase and have the legal capacity to make the transaction.


2.3 Assortment of products and services

Our assortment of items for sale is not binding and is subject to change without prior notice.


2.4 Sales Agreement

An order placed on our website or an affiliated platform constitutes a sales agreement as per these terms and conditions.



Section 2 – Website Content

2.1 Limited Use

This website or platform is for your personal and non-commercial use. The content and information (including, without limitation, prices, texts and photos), as well as the framework used to offer such content and information, belongs to Gootickets.com or its partners.


Consequently, you agree not to use this website or platform and its contents or information for any commercial or non-personal purpose. You agree not to transform, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer or sell or re-sell any information, software, products or services obtained from this website or platform.


You agree not to use this website or platform for any purpose that is unlawful or prohibited by these terms and conditions.


2.2 Copyrighted Materials

All contents of this website or affiliated platforms are: ©2012 Platinium Group S.A.M. / OR Copyright © Platinium Group S.A.M. 2 rue du Gabian, 98000 Monaco. All rights reserved. This website or affiliated platforms are trademarks of Platinium Group S.A.M. Other products, services or company names mentioned on the web page may be the trademarks of their respective owners.


2.3 Disclaimer of Warranty

The content of this website or platform has been carefully prepared and is regularly updated. Nevertheless, Gootickets.com cannot guarantee that the totality of information is perfectly accurate and free of error. Hence, the website is provided “as is”, without any type of warranty. You agree that this website may not be error free and acknowledge that no warranties are provided.


2.4 Liability Disclaimer

Gootickets.com shall, in no case, be liable for any direct or indirect damage arising from the use of this website or platform, including the delay or inability to use it, any information, product or service, whether based on contract, tort or strict liability; even if Gootickets.com has been advised of possible damage.


2.5 Termination

Gootickets.com reserves the right to permanently cancel or terminate the account of a user in case the user breaches these terms and conditions by using the website improperly.



Section 3 – Booking Process

3.1 Online booking

The sales agreement becomes valid once the payment has been made online and the customer views the Order Confirmation Page.  As a recap of the order, the customer will receive a Confirmation Order e-mail sent to the e-mail address he/she provided. The Order Confirmation e-mail is for informational purposes only.


3.2 Security Check E-mail

Upon placing a booking on our website or an affiliated platform and receiving the Order Confirmation, your order may be placed on "security check" by our payment security department. You will subsequently receive an e-mail indicating which documents you need to provide us with via e-mail or fax, in order for Gootickets.com to validate your payment. Several reasons exist for placing your order on "security check" status, i.e. a mismatch between elements such as IP Address (country of your computer’s connection), country of the credit card, delivery address, a high order amount, etc. This security procedure is necessary in order to prevent credit card fraud. Should you receive a "security check" e-mail after placing your order, it means that your order is not confirmed and will be subject to further documentation that you will have to submit in order for us to verify the authenticity of the order.


3.3 Direct booking

The agreement on the sale and purchase of a product or service between Gootickets.com and a client is deemed to be concluded when the full purchase price paid by the customer arrives to the bank account of Gootickets.com, in accordance with the Payment Instructions. Gootickets.com will confirm reception of the funds to the client.


3.4. Sales Purchase Agreement


The sales purchase agreement is considered to be fulfilled when:


      - For "shipment" bookings (via DHL): DHL confirms delivery to the address entered by the client


      - For "pick up" bookings: when the client collects his/her ticket(s) at the event


      - For "e-ticket" bookings: when the e-ticket(s) is/are made available for download in the customer’s account


3.5 Order Form

Clients must fill out the order form fully and correctly. Gootickets.com will not compensate any issue resulting from false or incomplete information on the order form.


3.6 Seat Locations

The customer accepts that, unless indicated otherwise during the booking process, Gootickets.com is not able to determine precise seat locations and cannot fulfil specific seating requests. Due to being a leading ticketing agency, Gootickets.com clients commonly benefit from preferred seat locations at the time of the booking.


3.7 Images

The customer accepts that the images displayed on the website are indicative and that views may vary according to seating.



Section 4 - Tickets

4.1 Alternative Seating

The Customer accepts that the Organiser may change the location of grandstands and general admission areas at its own discretion. Gootickets.com reserves the right to provide alternative tickets of equivalent value if the ordered tickets become sold out or unavailable by the time of the order conclusion.


Gootickets.com does its best to fulfil clients’ seating requests. However, Gootickets.com can in no way be held responsible if a client's request cannot be satisfied or if seats are not adjoining.


4.2 Non-fulfilment of Orders

If Gootickets.com is unable to provide the ordered tickets or alternative tickets, the company shall notify the customer about the non-fulfilment of the order. In this case, Gootickets.com shall offer the client an alternative solution with different conditions, such as a credit voucher or a refund. Gootickets.com shall in no way be liable for any other expenses or prejudice to the customer relating to alternative tickets or non-fulfilment, including but not limited to any costs relating to travel or accommodation.


4.3 Pick-Up

In some cases, if DHL delivery of your tickets is not available, we will offer on-site collection at the event - this option is known as “Pick Up". If your order’s delivery method is set as “Pick Up”, you are required to download an e-voucher from your account and collect your tickets at the event. On this voucher, you will find all the information on how, where and when you can pick up your tickets. The voucher is available to download from your Gootickets account approximately 1-2 weeks before the event. It is mandatory that you bring this e-voucher (printed or electronic version) as well as a valid Photo ID to collect your tickets. The cost for on-site collection is usually €10 per order.


It is your responsibility to have provided a valid email address and to have read and understood the information in any communicated email and on the e-voucher on where and when to pick up your tickets at the event. Gootickets is not responsible for tickets not being collected. No refunds will be made for tickets that are not collected at the Ticket Collection Point.



4.4 E-tickets

E-tickets are used for some events. The e-ticket will be available to download from your Gootickets account a few weeks before the event. An e-mail will be sent out to the customer to inform him/her when his/her e-ticket is available. The printed e-ticket, with a secured bar code, is used to enter the event. This document is strictly confidential and must not be reproduced, communicated or sold to anyone.



4.5 Injury, loss and Theft  

The ticket holder must comply with the event’s safety regulations and announcements when attending the event. Gootickets.com does not assume any responsibility for injury, loss, theft or costs as a result of attending an event. 


4.5.1 Gootickets.com cannot be held responsible for loss or theft of tickets purchased by the client. 


4.5.2 In relation to hospitality venues, facilities, vehicles or any other property associated with tickets, Gootickets.com accepts no liability for loss, damage or injury to any person or any property, howsoever caused. Customers accept full responsibility and liability for any damages or losses that result from customers’ actions or negligence.


4.5.3 It is the customer’s responsibility to ensure they have the appropriate insurance coverage when traveling and attending the event.



4.6 Event Age Restrictions

It is the responsibility of the client to enquire about age restrictions for an event. Gootickets.com cannot be held liable for a client’s failure to comply with age restrictions imposed by an Organiser.


4.7 Event Transportation

It is your responsibility to attain a transportation method to the event to which you have bought tickets. Gootickets.com is not liable for any delays or failure of transportation to the event caused by third parties or external factors such as weather or traffic. The third parties or Organisers may provide their own terms and conditions.


4.8 Event Regulations

Each event Organiser has its own regulations of items that are allowed inside the venues (including, but not limited to, food and drinks). It is your responsibility to be aware of these regulations and to abide by the Organiser’s rules.


4.9 Resale of purchased Tickets & e-vouchers
If you choose to resell your tickets (or e-vouchers for ticket collection) purchased on our website through any reselling platform or via other outlets, Gootickets is not responsible for the fulfilment of the third-party reception of the ticket nor liable for any costs or consequences associated with the delivery of the tickets to the third party. 


4.10 Purchase of Tickets through reseller platforms
If you have purchased a ticket on a resale platform (such as Viagogo or secondary market sites), Gootickets is not responsible for the delivery of the ticket to you and is not liable for any costs or consequences associated with tickets purchased through resellers. You must contact the reseller platform directly in case of any issues with resold tickets. 



Section 5 - Prices and Payments

5.1 VAT

All prices include any applicable VAT.


5.2 Service Charge

The service charge fee, if applied, differs according to the event and is used to cover the costs incurred by Gootickets.com and/or the Organiser in servicing your ticketing arrangements.


5.3 Ticket Face Value

The price printed on your ticket may not always be coherent with what you paid for it in your booking. This is due to tickets being provided by manifold suppliers at different prices to which we may add a mark-up. Further, Gootickets.com may also be subject to paying service charges to suppliers, which the face value of a ticket may not always indicate.


5.4 Ticket price changes

Gootickets.com reserves the right to change ticket prices. Changes will not affect the prices of tickets already ordered and paid for. The purchase price of a ticket is guaranteed at the time of the payment, validated by Gootickets.com


5.5 Pricing Errors

While we try to ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of any Product you have ordered, we will inform you as soon as possible.  If the price displayed was higher than the correct price, we will refund you the difference. However, If the price displayed was lower than the correct price, we won´t be able  to provide the Products to you unless the full correct price has been paid.  We will contact you in order to complete the payment. If you choose to cancel after you have already paid the incorrect price, you will receive a full refund from us.


5.6 Discounts

Gootickets has the right to change, add or withdraw discounts/vouchers at any time without notice. Any discounts or vouchers cannot be redeemed for cash, and must be used before their expiry date. If the discount is ever greater than the booking value, the discount will be deemed to match the order’s total value.  In case the discount or voucher currency is different from the booking currency, the converted value stated by Gootickets cannot be disputed. You agree to not use discounts/vouchers in a fraudulent manner; attempts to obtain and use voucher codes unlawfully may lead to prosecution. Gootickets reserve the right to require the discount/voucher value back from the customer in case of fraud.


5.7 Payments

The customer is entitled to pay the purchase price through a credit card or by bank transfer in accordance with the related payment methods and instructions. Banking expenses, related to a purchase done via bank transfer, shall be borne by the customer.


All bank transfers have to be processed within a time frame specified in the notification e-mail. For any delays, Gootickets.com reserves the right to cancel the order.


5.8 Currencies

The majority of the payments are made in Euros (EUR), based on the official exchange rate of the day. However, some events are charged in Pounds Sterling, Canadian Dollars, UAE Dirham or in US Dollars.  Please see Section 5.9 for a full list of events charged in Canadian Dollars (CAD), UAE Dirham (AED), Pounds (GBP) and Dollars (USD). Other displayed currencies on the website are for informational purposes only. The amount to be paid and the currency used are stated on the checkout and booking pages and cannot be contested unless a genuine pricing mistake exists. Please note that no hidden charges or currency exchange fees are applied to your order by our company. In some cases, foreign exchange rate fees may be applied by your bank.


5.9 Events and Currencies


The following events are charged in Pounds Sterling (GBP):


      - Formula 1 British Grand Prix

      - MotoGP British Grand Prix


The following events are charged in UAE Dirham (AED):


      - Formula 1 Abu Dhabi Grand Prix


The following events are charged in Canadian Dollars (CAD):


      - Formula 1 Canada Grand Prix


The following events are charged in US Dollars (USD):


      - Formula 1 Bahrain Grand Prix

      - Formula 1 Malaysia Grand Prix

      - Formula 1 Mexico Grand Prix

      - Formula 1 Brazil Grand Prix

      - Formula 1 Russian Grand Prix

      - Formula 1 United States Grand Prix

      - Moto GP Americas Grand Prix

      - MotoGP Indianapolis Grand Prix

      - MotoGP United States Grand Prix (Laguna Seca)



Section 6 - Order Delivery

6.1 Delivery Method

Delivery of printed tickets and accessories shall be made by the shipping service (DHL) to the address determined by the customer on the checkout/booking page. Gift certificates are sent in advance by normal post upon order confirmation.


6.2 Delivery Address

6.2.1 It is the responsibility of the client to provide the correct address at which he/ she will be able to receive the delivery. Gootickets.com cannot be held responsible for any errors made herein.


6.2.2. If the client wishes, for any reason, to have tickets shipped to a different address than the shipping address indicated during the booking, it is the responsibility of the client to contact Gootickets.com in due time before the scheduled date of delivery and provide the full address details in writing. Gootickets.com will modify this information accordingly in the client’s dedicated customer account. Gootickets.com must confirm the address modification in order for it to be valid.


6.2.3. If the client’s destination country changes, this might incur a higher shipping amount; the client is bound to pay the difference.


6.3 Delivery Time


6.3.1 Tickets are generally delivered two to four weeks prior to the event, depending on when the event Organiser prints the tickets. In case of an exception, customers are notified by e-mail. The Customer shall immediately notify Gootickets.com via e-mail if tickets have not been delivered by the seventh day preceding the event. If the ticket order is placed within a month before the event, tickets might be delivered up to one week prior to the event, even though Gootickets.com will do its best to deliver them as soon as possible.


6.3.2 DHL delivers during working hours, thus it is the responsibility of the client to provide a delivery address where he/she or someone of the client’s confidence can sign for the tickets during the day.


6.4 Shipping Service Terms and Conditions

The general terms and conditions of the shipping service (DHL) shall be applicable to the delivery of tickets.


6.5 Loss or Damage of delivery


Gootickets.com is not responsible for any loss or damage of the tickets once the order is delivered to the carrier (DHL).

Gootickets.com is not responsible for any loss of an order sent, as soon as the DHL carrier has recovered the secured envelope. 


6.6 Customs Charges for International Deliveries

Gootickets is not liable for any fees or charges applied by the border services for international deliveries. It is the customer’s responsibility to be aware of customs regulations and applicable fees, and the customer is liable to pay any customs fees to the customs & border services of the country in question.



Section 7 – Communications

7.1 Your Account

The customer is responsible for ensuring that his/her Gootickets account details are up to date, complete and accurate.


7.2 E-mail Communications

Our primary method of communicating all types of information regarding tickets, booking, events and other important information will be e-mail. The customer acknowledges and accepts that this method will be used for our communication and agrees to receive any communications from us electronically. Customers are responsible for ensuring that their e-mail address is correct and up-to date, and that they are able to receive e-mail communications from Gootickets.



Section 8 - Cancellation Policy

8.1 Cancellation

Once the client confirms and pays his/her order online (including initiation of instalments), neither cancellation nor reimbursement is accepted.


8.2 Insurance

Clients have the choice to add the Ticket Cancellation Insurance to their ticket order.

If you are not covered or not able to make a claim, it is at the discretion of Gootickets.com to decide whether a resale of your ticket(s) or a reallocation of your ticket(s) to another client may be possible, and then to provide you with a partial refund. However, either option is subject to a partial cancellation fee, the amount of which is determined by Gootickets.com on an individual-case basis.



Section 9 - Force Majeure

9.1. Failure to Perform

Gootickets.com shall not be liable to the customer for any failure to perform any obligation under this Agreement arising from any cause or causes beyond Gootickets.com’s reasonable control. This includes, but is not limited to, any Act of God, terrorism, war, political insurgence, insurrection, riot, civil unrest, act of civil or military authority, uprising, strike, epidemic, earthquake, extreme weather, flood or any other natural or man-made eventuality outside of our control, which causes the termination of an agreement or contract entered into, nor which could have been reasonably foreseen. If affected by such event, Gootickets.com shall use all reasonable endeavours to comply with the terms and conditions of any Agreement contained herein.


9.2 Sport Season Calendar Modification

Gootickets.com is not responsible for any modification of a sport season’s calendar. Gootickets.com promotes and sells tickets for specific events, and not dates. Therefore, if the event organization or governing body decides, for any reason, to change the date of an event, Gootickets.com cannot be held responsible and is not obliged to inform clients. No reimbursement will be possible in the situation stated above.


9.3 Reimbursement from Organiser

In some cases, when an event is cancelled by an Organiser, you may be entitled to a refund. The amount of any potential refund provided is dependent on the Organiser of the event and the circumstances of each case in question. The refund may not include service and delivery fees and Gootickets.com ticket margin/commission. Any fee for Ticket Insurance is non-refundable. Please note that if an event Organiser is not providing a refund for a cancelled event, Gootickets is not in any way responsible for providing refunds.



Section 10 – Third Party Websites; Third Party Services; No Implied Endorsement

Gootickets.com contains links to other web sites (i.e. Hotels by Booking.com) owned by third parties ("Third Party Sites”). Please note that when you click on any of these links, you are entering another website for which we have no responsibility or control. Gootickets.com is not responsible for any activity occurring within Third Party Services, even if accessed via our website.


Third Party services include any services, experiences or activities that are sold or referred to through on the website Gootickets.com and operated by other entities. This includes, and are not limited to, any experiences or tours sold to accompany events.


You agree that we shall not be responsible for any loss or damage of any sort incurred as a result of your use of any Third Party Sites and/or Third Party Services, whether or not you were linked to or directed to a Third Party Site or Third Party Service through our site.  You acknowledge that Third Party Sites and Third Party Services may be subject to the applicable third party provider’s terms of service, and you are solely responsible for reviewing and complying with any such terms of service.Gootickets only acts as an agent between you, the customer, and any Third Party Service or website and no liability is attached to Gootickets resulting from arrangements between the customer and any Third Party. 


In no event shall any reference on our site to any third party, third party website or third party product or service be construed as an approval or endorsement by us of that third party, third party website or of any product or service provided by a third party.



Section 11 - Governing Law

Monegasque law applies to any matter arising out of the use of this website and the sales of tickets.



Section 12 - Formula One Paddock Club Terms and Conditions

Please find Formula One Paddock Club Terms and Conditions here.



Section 13 – Pay by Installment Plan

13.1 Conditions

The Gootickets Pay by Installment Plan is available for up to 91 days before the start of the event. To take advantage of the Plan you must purchase tickets with a minimum value of 200 Euros. The date of purchase is referred to as the ‘commencement date’ under these Terms and Conditions.


The Pay by Installment Plan is only available for F1 and MotoGP tickets.


All installments must be finalised 30 days before the start of the event. Under these Terms and Conditions, this date is known as the ‘completion date’ and the period between commencement date and completion date is referred to as the ‘payment period’.


13.2 Installment Amounts

The amount of the monthly installment will vary depending on the commencement date. As the full ticket price must be paid by the completion date, the earlier you purchase your ticket under the Pay by Installment Plan option, the more installments you will have available to pay, and the less the amount of each installment.


13.3 Payments and Fees

By opting to use the Pay by Installment Plan to purchase your tickets, you authorise Gootickets to arrange a transfer of funds from your nominated credit card in amounts and at intervals as advised.


Monthly payments will be deducted in equal installments between the commencement and completion date via a nominated Credit Card.


The first installment is charged and deducted immediately on purchase.


Installments financing fees range from 5% to 7% on the total transaction amount. The fee will depend on the number of installments as shown below:


Number of

Fee Applied

No Installments















If your credit card is declined at the outset of the Pay by Installment Plan or during the payment period, someone from the Gootickets team will contact you requesting immediate payment. Any fees levied to you by your financial institution will be payable by you.


13.4 Customer Responsibilities

It is your responsibility to ensure that:

      - You purchase the correct ticket type (particularly if concession or age restrictions apply, as for children and senior tickets)

      - The account details you have provided are correct, including notification should the expiry date change within the payment period

      - You have sufficient clear funds available on your nominated credit card on the scheduled installment payment date throughout the payment period.


13.5 Suspension

Gootickets.com may suspend or cancel your Pay by Installment Plan if, on two consecutive occasions, your installment is declined. Gootickets will notify you if it suspends or cancels your Pay by Installment Plan. 


If you default on your installment payments more than twice, the Pay by Installment Plan will be automatically be cancelled and any payments made to date, including any fees, will be not be refunded.


If you believe that a cancelation has been initiated incorrectly, please email [email protected]. You are responsible for contacting us regarding any dispute prior to the completion date.


If you pay by Installments your order can´t be canceled by you, for any reason, just as any regular order. If for any reason the payment of the order can´t be completed by the designated completion date, all payments made to date, including all fees, will not be refunded.


No fees paid are refundable.


13.6 Tickets

Tickets purchased under the Pay by Installment Plan option will only be issued after the final installment has been processed. 


All tickets are subject to the standard Ticketing Terms and Conditions once payment is finalised and the ticket is issued.



Section 14 – Cookies, Privacy and Site Usage

Please see conditions for website cookies, privacy and site usage here.

We use cookies to personalise your experience and analyse traffic to this site. Information about your use of our site is shared with our social media, advertising and analytics partners who may combine it with other information that you´ve provided to them or that they´ve collected from your use of their services. For more information, read our Privacy Policy.