General Rule on Substitute Tickets – Ticket Evolution Support

1. As stated in the Seller Handbook, a Seller must deliver all Tickets to the buyer in conformity with the Tickets that were listed for sale, on or before the delivery date specified in the listing, and by the delivery method stated in the listing.
  1. General Rule on Substitute Tickets: If a Seller wishes to deliver a Ticket that does not conform to the Ticket as listed and purchased by the buyer (a “Substitute Ticket”), then the delivery of any such Substitute Ticket is subject to the Company’s consent. (Company reserves the right in all cases to decide whether any such Substitute Ticket is acceptable, and whether to permit a Seller to deliver any such Substitute Ticket.)
  2. “First 10 Rows” Rule: Specifically with respect to Tickets for sporting events, concerts, or theater performances, if a Seller wishes to deliver a Substitute Ticket that is located within the first ten (10) rows of the field/playing surface/stage, then the delivery of any such Substitute Ticket is subject to the Company’s prior written consent (which must be requested in writing from Seller Support).
  3. “5 Rows Closer” Exception: Notwithstanding the general rule in i. above, but subject to the “First 10 Rows Rule” in ii. below, a Seller may deliver a Substitute Ticket without the Company’s or buyer’s consent if the only non-conforming feature of that Ticket is that such Ticket is 5 or fewer rows closer to the stage/field/floor where the event takes place.
    - Example 1: Seller lists a football Ticket in Section 201, Row 22 that is purchased by buyer, but Seller wishes to deliver a Substitute Ticket in Section 201 Row 18. In such case, Seller may do so without Company or buyer consent.
    - Example 2: Seller lists a concert Ticket in Orch Ctr, Row 9 that is purchased by buyer, but Seller wishes to deliver a Substitute Ticket in Orch Ctr, Row 3. In such case, Seller cannot deliver the Substitute Ticket without Company’s and buyer’s consent; and Seller should contact Seller Support to coordinate the consent process.
  4. Substitute Tickets for Wheelchair / Handicapped / ADA Seats: Sellers are prohibited from offering Substitute Tickets that move a buyer from a Wheelchair / Handicapped / ADA location to a non-Wheelchair / non-Handicapped / non-ADA location. Any Seller who violates this prohibition is in violation of this Seller Handbook.
  5. Delivery of Non-Conforming Tickets. Delivery of non-conforming Tickets to the buyer (whether intentionally or mistakenly) without specific written permission from Company is a violation of this Seller Handbook. Without limiting the foregoing, in such event, Company reserves the right to take any and all appropriate action to remedy the situation.
2. Canceled Orders. In any instance where Company cancels an order by reason of Seller’s violation of this Seller Handbook or for any other reason within the Seller’s control, then the Seller will be responsible for any and all consequences that may flow from the cancellation and/or violation, including reimbursement to the Company for any and all costs incurred by the Company, including but not limited to the cost of replacement Tickets, coupons, gift certificates, reprinting fees, delivery change/rerouting charges, overhead and labor costs, and refunds to the buyer.
3. Failure to Deliver On Time is a Violation of Seller Handbook. Failure to deliver Tickets by the Delivery By Time on the In Hand Date is a violation of this Seller Handbook.

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