What are the Terms and Conditions of ticket sales?

Tickets are issued on behalf of the organisation (usually the event organiser or promoter) responsible for the performance or event and are subject to the terms and conditions of the SEC (Ltd) and those of our ticketing service provider – Ticketmaster (Ltd), together with all other statements or directives shown on the ticket.

Click here for SEC’s Terms and Conditions.
Full Terms and Conditions for Ticketmaster

Why does the SEC use Ticketmaster as a ticketing service provider?

Ticketmaster is globally respected in the live entertainment industry with a local presence in Glasgow and across Scotland. SEC Ltd has worked closely with Ticketmaster for 30 years and consequently Ticketmaster understands the needs of the Scottish market. Following a recent competitive review of available ticketing suppliers, SEC Ltd believe that Ticketmaster is best placed to respond to the ticketing demands on our Live Entertainment business in a manner that we are unable to do in isolation.

How does the SEC/Ticketmaster arrangement work in practice?

The SEC continues to own and operate a venue box office, limited contact centre and account management team as part of our ticketing business but fundamentally and most importantly, in appointing Ticketmaster as our official ticketing services supplier, we will continue to improve this service for our customers. The Ticketmaster retail system ensures a more effective and efficient ticket booking process, particularly via web transactions.

How are ticket prices, charges and fees determined?

The SEC/Ticketmaster sell tickets for The SSE Hydro as an agent on behalf of the promoter of an event. There are usually a number of other ticket agents selling tickets for the same event. 

When you’re booking via Ticketmaster and/or the SEC, whether it’s online, via the venue box office or over the phone, we’ll always be sure to give you a clear breakdown of exactly what charges are involved. In accordance with the Committees of Advertising Practice (CAP) requirements we will ensure that that any fee or charge levied on top of the face value of the ticket is stated clearly at critical points during the purchase process, and when advertising ticket prices.

The total exit price is made up as follows:

Face Value Price

This is the base cost of your ticket, set by the event organiser – SEC/Ticketmaster are not involved in deciding the price, but it’s usually based on the costs involved in presenting the event. When a ticket is sold the total face value is passed to event organiser.

Service Charge 

An administration fee is levied on all tickets sold via the Ticketmaster online retail system, our contact centre or the Box Office in the SEC Centre. This charge is intended to cover the running costs of our ticketing operations, and it is applied to each ticket sold regardless of whether the payment is made by cash, cheque, debit card, credit card, bank transfer or any other means.

A payment handling fee is included within the administration fee regardless of the payment method.

Our partnership with Ticketmaster provides a comprehensive ticketing solution for buyers, which amongst other things include:

  • A comprehensive Box Office service on-site in the SEC Centre supported by a satellite box office in the new SSE Hydro Arena;
  • A specialised contact centre located at the SEC, predominantly handling accessible sales, group bookings and event related enquiries;
  • A website service for buying tickets
  • The ticket service charge levied is competitively priced and determined by the costs of operating the ticketing service.

Order Processing Fee

We offer our customers a variety of convenient fulfillment options, including post, print @ home (TicketFAST) or box-office collection. This fee is charged regardless of the number of tickets purchased in a single transaction.

Postage for event tickets may include Special or International delivery, which attracts a higher cost. This may be a particular requirement of some standing shows, in order to ensure that tickets (with their significant value) are safely and securely delivered to the intended recipient.

Tickets uplifted at our on-site Box Office attract a small fulfilment fee.

Facility Fee

Occasionally, there may also be a facility fee. This is set by the SEC directly – Ticketmaster doesn’t keep any of this charge. This fee is applied in its entirety to critical maintenance and capital improvements to the SSE Hydro and other performance venues at the SEC.

What fees do you pay when purchasing a ticket online?

You will have to pay the Service Charge on each ticket purchased. An Order Processing Fee will then be applied to the entire transaction (regardless of the number of tickets purchased) depending on the method of fulfilment that you have selected. Where appropriate, a Facility Fee will be levied.

Can I purchase tickets in person?

Yes, tickets can be purchased from The SEC Box Office. This is located at:

Scottish Event Campus
Glasgow, G3 8YW

Main Box Office*: 

  • Monday – Friday: 09:00 – 17:30
  • Saturday: 09:00 – 17:00
  • Sunday: closed*

Ticket Enquiry Line: 

  • Monday – Friday: 09:00 – 17:30
  • Saturday: 09:00 – 17:00
  • Sunday: closed

*Please note these are the standard opening times of the SEC Centre Box Office. Out with standard opening hours, the venue box office will be open in line with any events taking place.

The SSE Hydro box office opens one hour before doors to the arena opens and closes 30 minutes after the main act starts or at the end of the interval, unless otherwise stated.
SEC Armadillo box office opens once doors to the venue open and closes 30 minutes after the main act starts or at the end of the interval, unless otherwise stated.

Tickets can be purchased online 24 hours a day at The SSE Hydro website and the SEC website (powered by Ticketmaster).

If you have a query regarding tickets you have booked online, from thessehydro.com or sec.co.uk, please contact Ticketmaster Customer Service on 0333 321 9999.

If I book tickets in person at the SEC Box Office can I avoid paying fees?

The Service Charge is applicable on all transactions regardless of (a) the method of payment used, and/or (b) the channel via which tickets are purchased.

Why am I now being charged when previously I was able to avoid paying fees when purchasing tickets in person and paying cash?

Until recently there was no ticket Service Charge on cash only transactions made in person at the Box Office. However; in response to new UK government legislation, this allowance is no longer possible. The measures are being implemented as a result of the Consumer Rights (Payment Surcharges) Regulations 2012. Under the new rules, traders are expected to ensure that any payment surcharges are representative of the actual processing cost involved.

In response to the legislation Ticketmaster have now ensured that the Service Charge is the same, regardless of (a) the method of payment used, and/or (b) the channel via which tickets are purchased (i.e. on the internet, in person at the Box Office in the SEC Centre, or telephonically).

The new regulations can be found here.
If you have any queries regarding fees please contact Ticketmaster Customer Services on 0333 321 9999 or click here to contact them via email.

Why is there a limit to how many tickets I can buy?

In short, we want to make sure that everyone gets a fair chance to buy tickets.

The ticket limit will usually be decided by the event organisers and we will make sure they advertise this at the very beginning of the booking process on their website. It usually applies per person, per credit card – sometimes, if it’s expected to be really popular it may also be per household. Please be sure to look out for this – you can’t book more than the limit in any one transaction, but unfortunately we can’t stop you from making a second booking.
It’s not that easy to get around the system though; if we find that someone’s booked more tickets than they’re allowed, they may well cancel some or all of their tickets, without notice.

Why are better seats sometimes available?

…a few minutes after the event goes on sale?

When customers find available tickets either online or through any of the other access points, those tickets are actually reserved while the customer considers the purchase. During that period, which lasts for only a few minutes, no one else can view or purchase those tickets. If the customer decides not to buy the tickets, they are “released” and become available to other buyers. So if a customer is looking at 10th row centre seats and decides not to buy, those seats become available for another customer.

…days after the event goes on sale?

The event organiser may release more tickets for sale as the event date approaches. This happens for several reasons such as (a) The promoter may no longer need the tickets that were held when the event originally went on sale, (b) Once the stage or event area is set up, the venue has a better idea about which seats are obstructed, or c) Sometimes events are so popular that even seats with a restricted view are released for sale!

Additionally, sometimes a customer attempts to buy tickets but their credit card is declined. If we are unable to contact the customer to secure a valid credit card or billing address, Ticketmaster may cancel the order and release the tickets for sale. Tickets may also be re-released if a customer does not follow the published ticket limits or other terms of use.

May I exchange my tickets if better seats become available later or if a second show is announced?

No. As with all ticket sales, there are no refunds, exchanges or cancellations.

How do I book tickets for the Accessible Areas (formerly Disabled Platform)?

At present, we do not routinely sell tickets online for accessible areas of the venue via the website, simply because these tickets could then be purchased by patrons who do not necessarily require them – especially when an event is otherwise sold-out. From experience, any dishonest patrons attempting to do this find it more difficult to mislead a telephone advisor. Although this is perhaps not an ideal solution, it has been found that purchasing over the phone is the best way for visitors who genuinely require these seats to secure them. It also means that we can personally ensure that the seats we are selling in these areas are suitable for each patron dependent on individual needs.

Those who wish to purchase tickets for the accessible area may do so over the phone on the SEC Accessible Ticket Booking Line 0800 952 0110 or in person at The SEC Box Office in the SEC Centre. (Open Mon-Fri 9am-5.30pm, Sat 9am-5pm, Sun closed.)*

*Please note these timings are the standard opening times of the SEC Box Office and may be subject to change depending on events taking place in the venue and on-sales for new events. Please check www.sec.co.uk or www.thessehydro.com for details of what time individual events will go on sale.

What payment cards can I pay with?

We accept all major credit and debit cards:

  • American Express
  • Mastercard
  • Maestro
  • Visa
  • Visa Delta
  • Visa Electron

Unfortunately, we can’t accept payment from Diners and Laser cards or Paypal.

How secure is my online transaction?

Safe Technology: Our secure server software (SSL) is some of the best software available today for secure e-commerce transactions. It encrypts all your personal information so no one else can access it.

When will I receive my tickets?

Ticketmaster will send your tickets out as soon as they get the go ahead to print from the event organiser. In instances where the artist or promoter issues ‘souvenir tickets’ (i.e. a collectable ticket with a unique design or photo on the ticket stock) these are usually printed and dispatched in one batch closer to the event date.

As neither the SEC nor Ticketmaster has overall control of the fulfilment process it’s quite difficult at times to be exact with dispatch dates. However the latest you should receive them is around five days before the event.

I purchased tickets some time ago and am still waiting to receive them. How can I check if they have been sent?

To check your booking, please call Ticketmaster Customer Services on 0333 321 9999 or click here to contact them via email.

How do you send tickets overseas?

If we’re sending your tickets overseas, take a look here for any information you might need. You can usually choose to have your tickets sent out by standard airmail, or pay a bit more for us to send them securely with UPS.

What is UPS International Secure Courier?

This is a guaranteed delivery service with a tracking facility so that if you live outside the UK, you can get your tickets securely. They’ll need a signature on delivery, so this service isn’t available for PO Box addresses.

Is UPS International dispatch always available?

Ticketmaster offer airmail and UPS for international customers on all events, but if you book fairly close to the date of the event you may be asked to pick your tickets up from the venue box office instead.

Will I be contacted when my tickets have been sent?

If you chose UPS International dispatch, Ticketmaster will send you an email when your tickets are ready to go out confirming your UPS tracking number and details of how to contact them in the unlikely event that your tickets don’t arrive in time.

What should I do if I haven’t received my tickets?

Ticketmaster knows it can be worrying if you’re travelling a long way to get to a show, so if you haven’t received your tickets by 5 days before you’re setting off to the UK contact Ticketmaster Customer Services on 0333 321 9999 or click here to contact them via email.

What do I do if my tickets are lost or stolen?

Contact Ticketmaster Customer Services on 0333 321 9999 or click here to contact them via email and we will help you with your order.

What are the opening times of the venue box offices at the SEC?

Standard Opening Times

Main Box Office  -SEC Centre*:

Monday – Friday: 09:00 – 17:30
Saturday: 09:00 – 17:00
Sunday: closed*

Ticket Enquiry Line:

Monday – Friday: 09:00 – 17:30
Saturday: 09:00 – 17:00
Sunday: closed

The SSE Hydro and Armadillo box offices will not be open for events.

Please go to the Box Office in the SEC Centre if you want to collect tickets, buy tickets or have a query about tickets.

*Please note these are the standard opening times of the SEC Centre Box Office. Out with standard opening hours the box office will be open in line with any events taking place and will generally close 30 minutes after the main act starts or at the end of the interval, unless otherwise stated.

If you have a query regarding tickets you have booked online from thessehydro.com or sec.co.uk  please contact Ticketmaster Customer Service on 0333 321 9999.

Why am I sometimes redirected to Get Me In when trying to buy tickets online?

The SEC has an arrangement with GET ME IN!, a safe, transparent and lawful environment that gives fans the ability to buy and resell tickets when the primary supply is no longer an option (i.e. when all tickets for an event are sold out).Neither Ticketmaster nor the SEC owns any of the tickets listed on GET ME IN! but we do back them with our 100% Fan Guard promise. All tickets are listed by sellers, at prices they set. Ticketmaster and the SEC sell all tickets allocated to us by event organisers in strict accordance with their instructions.
One of our number one objectives is to ensure that as many tickets as possible are purchased by real fans. That’s why we have so many security checks in place, including the CAPTCHA technology that you must pass during the purchase process.

We take our responsibility extremely seriously and our websites are safe, transparent and fully compliant with UK laws. You may find this blog post of interest, which we hope explains resale clearly.

Do I need a ticket for my child?

All children must have a valid ticket for an event, with the exception of ‘babes in arms’ (under 12 months) who may sit on a parent/guardian’s knee, unless otherwise stated by the event promoter.

Do you sell gift vouchers?

Currently SEC gift vouchers are not available, however we hope to launch these soon.

Can I purchase tickets as a gift and have them sent to an alternative address?

To prevent credit/debit card fraud, Ticketmaster will only posts tickets to the billing address of a credit or debit card. If the address in your booking doesn’t match the address held by your card company your tickets may be cancelled.

If I purchase tickets and then cannot attend the event, can I have a refund?

Regrettably, we cannot offer any exchanges or refunds unless the event has been cancelled, so it’s really important to double check all the event details and make sure you’re 100% happy before going ahead and booking your tickets.

What do I do if an event is cancelled / postponed / rescheduled?

If an event is cancelled altogether we will usually just refund your tickets automatically. Ticketmaster will refund the face value plus the service charge for each ticket and you’ll see a credit onto your card within fifteen days of contacting you about the cancellation.

If an event has been postponed or rescheduled will usually contact you to inform you of refund or exchange procedures for that event.

Together, the SEC and Ticketmaster assume responsibility on cancelled events for those tickets sold through our Internet site/s, contact centre and/or box office. Regrettably we cannot be responsible for tickets purchased through any other outlet or agency.

I have purchased tickets from a different ticketing outlet and am unsure if they are valid, can you confirm their validity?

We only holds details of customers who have purchased with us (via the Ticketmaster online booking system, the SEC and/or Ticketmaster contact centre or the SEC Centre Box Office) and consequently we can only discuss bookings with the purchaser. Unfortunately Ticketmaster and/or the SEC cannot help with any issues related to tickets purchased from elsewhere, but recommend customers contact their point of purchase.

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