Essex Live

Frequently Asked Questions

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Why do you charge a booking fee?
The price of a ticket is set by the venue / promoter. In the vast majority of cases they don’t pay us anything to sell their tickets, so in order to make money we have to charge a fee on top of the face value of the ticket. We have to do this on a per-ticket basis to cover the cost of credit card commissions, payment processing fees, other transactional fees and all the other costs associated with running a professional website and business. The actual amount we charge is usually between 10%-15% of a top price ticket. This is calculated on a per event basis with the full knowledge of the venue / promoter.

Why does the booking fee vary between events?
Our booking fees are always calculated on a per ticket / per event basis, booking fees are directly related to the face value price of a ticket, usually working out to be approximately 10%-15% of a top price ticket.

Who is Standing Ovation Entertainments /
Please refer to our About Us page to see full details about the company.

What happens if I loose my email confirmation?
Please Contact Us and we will verify all your details and re-send the confirmation if required.

What happens if I forget to take my email confirmation to the event?
The venue will have a record of your booking and will ask for any appropriate information / ID to establish your identity. If they are unable to identify the tickets you have booked from the information provided we have a private number exclusively for venues. Operational hours for this number cover most performance start times and we are usually able to clarify any missing details. However in the interests of an efficient and accurate service at the box office please do make every effort to take the email confirmation with you.

What happens if I arrive late?
Each venue has there own late admission policy, however most venues will wait for a suitable break in the performance before seating late patrons.

How can I contact
Please use our Contact Us page to email us, alternatively we can contacted by phone on the number above during the hours specified or by writing to our registered address which can be found at the bottom of out Terms & Conditions page.

How can I keep up to date with new events and venues that appear on
Please subscribe to our monthly e-newsletter at the top of this page. We will always respect your privacy and any wish to unsubscribe.

Why do you feature some venues in Essex and not others?
Our company is a new but rapidly developing business. In 2013/14 we anticipate the number of venues / promoters to grow significantly. If there is a venue, promoter or particular event that you would like to see on please let us know.

What can I do if I am unhappy with the service?
We are confident that we deliver a high level of customer service. However should you feel the need to complain please send us as much detail as possible in writing, either by email or post. We will then acknowledge receipt before fully investigating and aim to resolve issues within 14 days. Please note: while we are more than willing to discuss any issues over the phone we are unable to fully investigate a complaint unless we have received details in writing.

How can I sell tickets for my event on
If you wish to work with us and would like to find out more about how can help to sell and promote online sales for your event(s) please send us an email via our Contact Us page or give us a call on 0843 208 0628.

Why do some events say 'Call' when I try to book tickets?
Different arrangements are agreed with each venue / promoter and we are contractually obliged to remove some events from sale a certain number of days or hours prior to performance. Events are not necessarily sold out so do please give us a call and we will endeavour to help and give you the most up to date information.

Do you have a ticket office?
No, we do not currently have a ticket office.

What ID do I need?
Your email confirmation by itself is sufficient to collect any full price tickets. For all concessionary tickets suitable documentation or form of ID card that clearly states proof of age / status may be required.

What if I can’t go?
All tickets are sold on a no exchange, no refund basis. However if circumstances are exceptional please Contact Us and we will consider each case on its merits. In all circumstances an administration fee will be payable.

What if the event is cancelled?
If an event is cancelled we will make every effort to contact you via the details you submitted during the booking process. Please note our preferred method of communication is by email so care should be taken to ensure you have provided us with any changes to the email address you originally booked with.

Why didn’t I receive an email?
Please ensure the address is on your safe list and the email has not been filtered as junk mail. If this does not resolve the issue please contact us with details of your name, email address and event you have booked and we will check this against our records.

How I can check if my order went through?
You should receive your confirmation email within a matter of minutes. If an email does not arrive after 1 hour please follow the instructions under Why didn’t I receive an email?

Which payment cards do you accept?
We accept Visa, MasterCard, Maestro and Electron.

Can I make a group booking?
For all group enquiries please call 0843 208 0628.

Can I purchase tickets by phone?
Yes please call 0843 208 0628 between the hours of 10am - 6pm Monday to Friday.


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