Q: Research cancellation policy / Refund policy

Research cancellation policy / Refund policy ⚠️ Important information: If your tickets have been purchased, you are no longer eligible for a refund. <hr /> Hey Alex will always refund the full price of the tickets. Hey Alex will give you a full refund of the service charge if your cancellation is made within: <ul> <li>Your cancellation is made 14 days after your request</li> <li>Less than 7 days before the date of your event</li> <li>We are unable to obtain your tickets for the day of the event</li> </ul> Hey Alex will deduct a cancellation fee from the service charge if your cancellation is made more than: <ul> <li>Your cancellation occurs more than 14 days after your request and more than 7 days before the date of your event.</li> </ul> Hey Alex will retain a cancellation fee of 25% of the service fee, with a minimum of £9 and a maximum of £44. For more details, please consult <a href="https://hey-alex.com/gcu">our general terms and conditions of sale</a> <hr /> NB: once the refund has been processed, it takes between 5 and 10 working days, depending on your bank.

Question 1

Cookie policy

Accepted Answer

"** Notice on cookies**

This Cookie Notice relates to your use of www.hey-alex.fr and any other site, application or service provided by Hey Alex. Hey Alex uses certain technologies to collect information through the Hey Alex services. In this Cookie Notice, we refer to these technologies, which include HTTP cookies, local storage, pixel tags, and web beacons, collectively as cookies. This notice explains the different types of cookies used on the Hey Alex Services and how you can control them. We may change this Cookie Notice at any time: please refer to the last modified notice at the top of this page to see when this Cookie Notice was last revised.

By visiting www.Hey Alex.com, creating a Hey Alex account, or using the Hey Alex services, you consent to the information practices and cookie storage and access described in this Cookie Notice.

We hope this notice helps you understand and feel more comfortable with our use of cookies. If you have any further questions, please contact us at contact@hey-alex.com.

**What is a cookie?

Cookies are small text files that are stored on your device. They are widely used to make websites and applications work, or to make them work better or more efficiently. This is because websites and applications can read and write these files, allowing them to recognise a specific device and to store important information that will make your use of a website or application more convenient (such as remembering your user preferences). What co

Question 2

When will I receive my tickets?

Accepted Answer

As soon as you place your order, our team at Alex immediately begins the search for your tickets.

You can track the progress of your order from your customer account in the "My Orders" tab by clicking here. Additionally, you will receive regularly email notifications about the status of our search.

As soon as tickets become available for purchase, our team will buy them instantly, and you will be immediately informed.

You can then download your tickets from your customer account or directly from the attachment of the email you received.

Some important information about your tickets:

Paper ticket: you will receive your tickets by post
e-ticket: your tickets will be sent to you by e-mail (check your spam folder just in case) and you can download them. You can also download them from your customer area where they will be waiting for you. Your e-tickets can arrive up to 3 days before the event (this depends on the producers and not on our will).
mobile ticket: to get your tickets, you will have to watch your email (and spam just in case). We will send you everything you need to get them in the mail and only in the mail. The arrival of your mobile tickets can be up to 3 days before the event (this depends on the producers and not on our will).

As for the guarantee of obtaining your tickets, we invite you to consult [the following article](https://hey-alex.crisp.help/en/article/am-i-guaranteed-to-get-my-tickets-

Question 3

Sold out events

Accepted Answer

Rest assured that we take your ticket needs seriously and have implemented a thorough search process to ensure your satisfaction. Our search mandate for sold-out events involves daily monitoring of ticket availability across the entire network of official ticket offices, so we can quickly purchase tickets on your behalf as soon as they become available. We understand that obtaining tickets for a popular event can be a time-consuming process, which is why we commit to searching for your tickets until the day before the event.

If you have chosen to receive physical tickets, we will ensure that they are delivered to your mailbox with ample time before the event. Please note that the time frame for delivery may vary depending on the type of ticket you have chosen.

We understand that sometimes plans change, and that's why we offer you the flexibility to cancel your order at any time, without conditions. In the unlikely event that we are unable to secure your tickets, we will provide you with a full refund or a credit note for the increased amount of your order.

Good to know:

It's important to note that new tickets for sold-out events can become available regularly until the day before the event. This can occur due to high demand or changes in the event's seating arrangement. You can trust us to stay on top of these developments and secure your tickets as soon as possible.

Question 4

Research cancellation policy / Refund policy

Accepted Answer

Research cancellation policy / Refund policy

⚠️ Important information: If your tickets have been purchased, you are no longer eligible for a refund.

Hey Alex will always refund the full price of the tickets.

Hey Alex will give you a full refund of the service charge if your cancellation is made within:

Your cancellation is made 14 days after your request
Less than 7 days before the date of your event
We are unable to obtain your tickets for the day of the event

Hey Alex will deduct a cancellation fee from the service charge if your cancellation is made more than:

Your cancellation occurs more than 14 days after your request and more than 7 days before the date of your event.

Hey Alex will retain a cancellation fee of 25% of the service fee, with a minimum of £9 and a maximum of £44.

For more details, please consult our general terms and conditions of sale

NB: once the refund has been processed, it takes between 5 and 10 working days, depending on your bank.

Question 5

Am I guaranteed to get my tickets?

Accepted Answer

Alex is the best and only service allowing you to delegate the purchase of your tickets for all your events. This way, you are no longer faced with the risks of buying tickets from ticket offices and the prohibitive prices of ticket resellers. More info

At Alex we would like to be able to guarantee your tickets to any event you wish to attend, unfortunately this is dependent on a number of uncontrollable variables.

The capacity of the venue, the demand for the event, the number of dates and the available ticketing outlets are all factors that can affect the complexity of purchasing tickets.

So, depending on these different parameters, it may take us longer to get your tickets. But we will keep you informed on a regular basis if necessary.

Our Flexible Options:

Please note that if you take the different flexibility options of your order (date flexibility and/or category flexibility), you clearly increase your chances of getting tickets. We will then be able to go in search of the tickets you want so much.

Question 6

Why do I have to waive the right of withdrawal?

Accepted Answer

You are expressly informed and you accept that the mission is provided as soon as the Mission Request is validated. Effectively, our teams begin the execution of the mission by actively monitoring the event and by contacting our partners. This is why on our site all orders are firm and definitive.

Consequently, you expressly waive (check box) your right of withdrawal, which cannot be exercised, in accordance with article L.121-21-8 of the French Consumer Code, and acknowledge that you cannot ask for the cancellation of your order, except for the exceptions expressly mentioned in article 10 of the GCU.

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