Frequently Asked Questions

While we do operate a very fast service, there may be some occasions when our minimum turnaround time for event set builds can be up to three working days.

We charge a handling fee of 5.25%+VAT* which covers our administrative costs, as well as card operator and software fees. This is taken as part of your financial settlement following the event.

*This is a discounted rate offered to UCL departments and affiliate organisations, with the standard rate being 7%+VAT. For events where tickets are £5 or less, the standard rate will apply to ensure our transaction fees are covered. The discounted rate is not available for staff or student private events unrelated to UCL. 

Yes, we can support with free events for a one-off fee of £150+VAT. This fee covers the administrative time for setting up the event, in addition to email and service charges for using the system. 

If you are at UCL and hosting a free event, you may also want to consider looking at using UCL's Eventbrite Account. 

Click here to visit the UCL Eventbrite Sharepoint Page

We send you a financial settlement after the event has passed which details how much gross ticket income there is, in addition to the commission fees payable to us for using the service. We then send the money directly to UCL Finance, who can allocate it to your PTAE code. 

We are not able to provide advance payments for ticket income, but the settlements following the event are processed quickly. 

When your event is set up, you'll be sent a web booking link for online purchases. However your attendees can also book their tickets over the phone with our team, or at our Box Office counter in the Bloomsbury Theatre. Our standard opening hours are from 10am to 5pm from Monday to Friday, and at least two hours before all performances in the theatre. 

We accept payments by card and can also issue invoices for BACS or Purchase Order payments. 

Our standard terms and conditions are that we do not offer refunds for tickets unless an event is cancelled or materially changed. You are able to set some different or additional terms for your individual event around returns should you wish. 

If there is concern around non-attendance on the day. You may be interested to hear that we can offer Ticket Protection. This is an optional £2 extra your attendees can pay to receive cover on their tickets if they cannot attend. The protection is provided by Secure My Booking, and their policy covers a wide range of circumstances from illness and bereavement to travel disruption and weather.  

We do also have a waiting list function, and for sold out events can offer to resell tickets to the waiting list. 

Click here to read our standard terms and conditions.

We do not charge a booking fee for any of our events so the ticket price that you set is the price the customer will pay. 

Yes, we can create a range of different offers including automatic discounts or those that require a promocode or meeting a certain set of criteria. Offers can also be limited by number of uses by person, or an overall maximum number of discounted tickets available. 

We act as a ticket agent for your event, collecting gross ticket income from your attendees or customers. This income is then transferred to you following the event and you are responsible for accounting for the VAT. As part of your event set up, you will need to confirm whether your event is VAT-able or VAT-Exempt. 

Your event booking page will sit on the Gordon Street Ticketing website, and carry this core branding. However, we can add logos and multiple images to the booking page to make your event more identifiably yours. 

Where appropriate we can also create bespoke ticket designs, allowing you to also include more branding on your ticket design. 

Yes, we can add questions to the booking pathway and often gather information around access or dietary requirements, attendees' organisation/department, or how the person heard about the event. 

We can also create bespoke questions for individual events. However, there are fixed character limits so this is not a practical way to receive abstract submissions, for example. This is often best managed using a Microsoft Form. 

We collect customer data for the purposes of processing the ticket sale, and relevant information can be shared with you for the purposes of managing the event. If you would like we can also collect consent for your attendees to receive direct marketing from yourselves. 

Click here to read our Privacy Policy. 

Yes, we now have a Mobile Ticket Scanning Interface which we can provide access to for scanning tickets at your event. This will ensure that only those who have valid tickets can be provided access, and also you can receive more accurate attendance data after the event. 

We also have ticket scanning devices available to use for on-campus events, subject to availability. 

We have an extensive library of reports and analytics available, all of which can be scheduled to come to you daily, weekly or on set days each week in the lead up to your event. 

We can also provide access to our on-demand reports portal where you can download live reports for your event as and when you'd like. 

We are unable to support with direct marketing for any events. 

We can link recommended events through the system, which prompting bookings for related or similar events, and if you'd like your event can be listed on our main event listings.

We do not currently provide security, front of house or on-site box office staff for events.