Out & Down is an independent events guide and ticketing platform for grassroots and independent culture.
This page answers the most common questions about buying tickets, listing events and selling tickets through Out & Down.
For Ticket Buyers
Buying & Accessing Tickets
Do I need an account to buy a ticket?
No. Tickets can be bought as a guest using just an email address. Having an account is optional, but makes it easier to keep track of past orders and tickets.
Please make sure your email address is correct when checking out so that your ticket can be delivered.
How do I get my ticket?
Once you’ve paid, your ticket is available to download from the confirmation page and will also be emailed to you.
You can either print the PDF or show the digital ticket, including its QR code, on your phone when you arrive.
I can’t find my ticket email. What should I do?
Check your spam or junk folder first.
If you still can’t find it, contact the event organiser using the contact details on the event listing. They can look up your booking and help with any questions about your ticket.
I bought a ticket for a recurring event, such as a weekly class. What happens?
Your ticket is valid only for the specific date you selected when buying it.
What if there’s an issue with my ticket at the door?
The event organiser is responsible for checking tickets and managing entry, so speak to the organiser or their on-site team if there’s a problem.
QR codes are valid for single entry, so a ticket that has already been scanned cannot be used again. For recurring events, make sure you’re attending on the date shown on your ticket.
Refunds & Cancellations
Who do I contact for a refund?
Refund requests should be made directly to the event organiser using the contact details on the event listing, rather than to Out & Down.
What is the standard refund policy?
Individual organisers manage their own events, but all events listed on Out & Down follow these core refund terms:
Cancelled events: If an event is cancelled, buyers receive a full refund of the ticket price and the 10% service fee.
Major changes: If there is a significant change to the date, venue or headline act, buyers have seven days from the date they are notified to request a full refund of the ticket price and service fee. Requests must normally be made at least 24 hours before the event starts. If the change is announced within 24 hours of the event, requests can be made up until the event starts.
Personal reasons: Refunds for reasons such as illness are at the organiser’s discretion and must normally be requested at least 24 hours before the event. Where an organiser agrees to a discretionary personal refund, the 10% service fee is non-refundable.
For Event Organisers
Getting Started & Listing Events
Is it free to list an event?
Yes. Listing an event is completely free.
Free (£0) tickets have no service fee. For paid tickets, a 10% service fee is added to the ticket price paid by the buyer at checkout.
How do I list an event?
Create a free account and submit your event from your Profile.
We review listings before they go live, usually within 48 hours. Once your event is live, you can set up ticket types, prices and quantities from the event page.
You can update your listing, prices and ticket quantities at any time through your Profile or Ticket Management. Organisers are responsible for making sure their event information is accurate and up to date.
Can I claim an existing listing for my venue or organisation?
Yes. If an event or venue is already listed, click Claim This Listing on the relevant page.
We’ll review the request and, once approved, you’ll be able to manage the listing directly.
Can I sell free tickets or tickets for recurring events?
Yes. Set the ticket price to £0 for a free event, or create tickets for the specific dates of a recurring event.
Sales, Check-In & Payouts
How do I track ticket sales and check people in?
Open Ticket Management on your event listing.
The Sales tab lets you view your buyer list, export reports and resend tickets using the three dots under Actions.
The Scanner tab lets you use your phone’s camera to scan attendee QR codes at the door. The scanner will show whether a ticket is valid, has already been used, is for a future date or is no longer valid.
How and when do I get paid?
Ticket sale proceeds, minus the 10% service fee, are added to your Out & Down wallet.
You can withdraw your balance to your linked PayPal account from three working days after the event has taken place.
Who is responsible for tax on ticket sales?
Organisers are responsible for reporting and paying any applicable taxes on their ticket income, including VAT or income tax where applicable.
Refunds, Chargebacks & Financial Responsibilities
How do I issue a refund to a buyer?
Go to your event page and open Ticket Management. Find the buyer in the Sales tab, click the three dots under Actions, and select the refund option.
What happens if an event is cancelled or significantly changed?
Organisers do not receive revenue from cancelled events. Out & Down waives its 10% service fee so that buyers can receive a full refund.
Organisers remain responsible for any non-refundable payment processing fees associated with refunded tickets.
What happens if a buyer files a chargeback or payment dispute?
If a buyer disputes a payment with their bank, the disputed amount and any associated bank fees are charged to Out & Down.
The organiser is responsible for reimbursing Out & Down for the disputed ticket amount and any associated bank fees. More information is available in our Terms.
Still Need Help?
Questions about the Out & Down platform?
Send us a message using out contact form or use the live chat in the bottom right corner of the page.
Questions about a specific event?
Contact the event organiser directly using the contact details on the event listing.