Refund & Returns Policy

Last updated: June 2026

This Refund & Returns Policy (“Policy”) sets out the terms under which StartXSport LLC (“StartXSport”, “we”, “us” or “our”) handles cancellations, refunds and returns for purchases made through startxsport.com. It applies to all ticket and VIP hospitality orders placed with StartXSport LLC and forms part of our Terms of Service.

1. About StartXSport LLC

StartXSport LLC
1a, London Rd, St Albans AL1 1LE, United Kingdom
Email: [email protected]
Telephone: 01727 861 530
Founder: Javed Townsend

StartXSport LLC is a premium sports ticket and VIP hospitality broker operating in the United Kingdom. We source official tickets and hospitality packages from licensed suppliers and venue partners.

2. General principles

Live sporting events involve time-specific services with limited availability. Once tickets or VIP packages are confirmed and allocated, they cannot typically be resold by us to another customer. For this reason, refund eligibility is more restricted than for standard retail goods. We aim to treat all customers fairly and in accordance with UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

3. 14-day cooling-off period

If you are a consumer purchasing online or by distance means, you generally have a 14-day right to cancel under UK law and receive a full refund, starting from the day after you receive your order confirmation.

Important exception: This cooling-off right does not apply to contracts for:

• Leisure services (including admission to sporting events) where the contract provides for a specific date or period of performance; or
• Goods or services whose price is dependent on fluctuations in the financial market which we cannot control.

Because the vast majority of StartXSport LLC bookings relate to events on specified dates, the 14-day cooling-off period will typically not apply once your order is confirmed for a dated event. Where cooling-off does apply (for example, for non-dated merchandise or certain gift vouchers not tied to a specific event date), you must notify us in writing within 14 days of receiving your confirmation.

4. Standard ticket refunds

The following conditions apply to standard event ticket purchases from StartXSport LLC:

• Before confirmation — if your order has not yet been confirmed, you may cancel without charge by contacting us. Any payment taken will be refunded in full within 14 working days.
• After confirmation — once your booking is confirmed and tickets are allocated or ordered from our supplier, all sales are generally final. Refunds are not available for change of mind, inability to attend, travel disruption or personal circumstances.
• Incorrect order — if we have supplied tickets that materially differ from your confirmed order (wrong event, category or quantity), we will offer a replacement of equivalent or higher value, or a full refund at our discretion.
• Non-delivery — if tickets are not delivered by the agreed method before the event and the failure is attributable to StartXSport LLC, you are entitled to a full refund or suitable alternative.
• Administrative fee — where a refund is granted at our discretion after confirmation (other than due to our error), an administrative fee of up to 15% of the order value may apply to cover supplier charges and processing costs.

5. VIP box and hospitality cancellations

VIP boxes and premium hospitality packages involve significant advance commitments to venues and caterers. The following terms apply specifically to VIP bookings with StartXSport LLC:

• Cancellation more than 30 days before the event — you may request cancellation. Subject to supplier agreement, a refund may be offered minus a cancellation fee of 25% of the total package price to cover non-recoverable venue and catering deposits.
• Cancellation 15–30 days before the event — refunds are at our discretion and subject to supplier terms. A cancellation fee of up to 50% of the package price may apply.
• Cancellation fewer than 15 days before the event — no refund is available unless the event is cancelled (see Section 6). VIP packages are non-transferable without our prior written consent.
• Partial attendance — no refund or reduction is available for unused elements of a hospitality package (such as catering or parking) if you attend the event.
• Group bookings — for VIP boxes booked for six or more guests, separate cancellation terms may apply as set out in your bespoke quotation or contract.

6. Event cancellation, postponement or material change

If an event is cancelled and not rescheduled:

• StartXSport LLC will pursue a full refund from the event organiser or supplier on your behalf;
• Once funds are received from the supplier, we will refund the amount you paid for the affected tickets or package, minus any non-refundable booking fees clearly disclosed at checkout;
• Refunds will be processed within 30 days of receiving supplier reimbursement, or within 60 days of the cancelled event date, whichever is sooner.

If an event is postponed or rescheduled:

• Your tickets or hospitality package will normally remain valid for the new date;
• If you cannot attend the rescheduled date, we will assist in seeking a refund from the supplier, but this is not guaranteed and depends on organiser policy;
• We are not liable for additional costs such as amended travel or accommodation.

If there is a material change to the event (for example, change of venue city or significant reduction in package inclusions), contact us within 7 days of notification. We will offer a suitable alternative or refund where the change substantially affects the value of your purchase.

7. Returns of physical items

Where we supply physical items (such as commemorative merchandise included with a package), the following return terms apply in addition to your statutory rights:

• Items must be returned unused, in original packaging and within 14 days of delivery;
• You are responsible for return postage unless the item is faulty or not as described;
• Refunds for returned merchandise will be processed within 14 working days of receiving the returned item.

Event tickets themselves are not returnable once issued, except as set out elsewhere in this Policy.

8. Faulty or misdescribed goods and services

Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill, and goods must be as described, of satisfactory quality and fit for purpose. If we fail to meet these standards, you are entitled to a remedy. Depending on the circumstances, this may include repeat performance, price reduction or a full refund. Contact us promptly if you believe your purchase is faulty or misdescribed.

9. Chargebacks and payment disputes

If you dispute a charge with your bank or payment provider, please contact StartXSport LLC first at [email protected] so we can investigate. Unjustified chargebacks for confirmed bookings may result in refusal of future orders and recovery of associated fees.

10. How to request a refund

To request a cancellation or refund from StartXSport LLC, please contact us with the following information:

• Your full name and order reference number;
• Event name and date;
• Reason for your request;
• Supporting documentation, if applicable.

Refund enquiries — StartXSport LLC
Email: [email protected] (subject line: “Refund Request”)
Telephone: 01727 861 530 (available 24/7)
Post: StartXSport LLC, 1a, London Rd, St Albans AL1 1LE, United Kingdom

We aim to acknowledge refund requests within two working days and to provide a decision within 14 working days. Approved refunds are returned to the original payment method unless otherwise agreed.

11. Refund method and timing

Refunds are processed to the payment method used for the original transaction. Please allow 5–10 working days for the refund to appear on your statement after we have processed it, depending on your bank or payment provider. We will notify you by email once a refund has been initiated.

12. Changes to this Policy

StartXSport LLC may update this Refund & Returns Policy from time to time. The version in force at the time of your order applies to that order. The “Last updated” date at the top of this page indicates when this Policy was last revised.

13. Contact

For any questions about refunds, cancellations or returns, please contact StartXSport LLC at [email protected] or 01727 861 530.