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  • Customer Service & FAQs

Tennis Masters

Madrid Masters Tickets

FAQs

  • Why do prices vary?

    Availability and prices of tickets are driven by market demand; they are not determined by LiveTennisTickets. All the tickets are listed and priced by approved ticket specialists. Each ticket specialist competes with others to provide you with the largest selection of tickets at the best price. Face value refers to the price printed on the "face" of the ticket or the original purchase price in the primary market. The face value of a ticket can differ from the selling price, because the tickets listed on LiveTennisTickets are sold at "market value". If the event is in high demand, the selling price is generally much higher than the face value on the ticket and vice versa.

  • Are tickets guaranteed?

    We work with a small network of ticket specialists to ensure reliable service. Our tickets are guaranteed authentic. We strive to complete customer satisfaction by providing you with a 100% order guarantee – You will get your tickets in time for the event + you will receive tickets comparable to or better than the tickets you ordered.

  • Are tickets for home/away supporters?

    All tickets listed for an event are for the home team sections unless otherwise specifically stated. Therefore if tickets are simply listed as "Behind the Goal" or "Longside" they will be for home team supporters. Many times we also can offer tickets for the visiting team section but the tickets will be describes as such, For Example: Arsenal v Liverpool - the tickets for the visiting team will say "Visitors Section", "Liverpool Section" or "Away Seats".

  • Are tickets sat together?

    Tickets are issued and allocated in maximum groupings of 4-together. We can guarantee that nobody will sit alone so if you buy 3 tickets or less they will always be together. If you buy 4 or more tickets we try to get the all together but they may be split into groupings of 2+2 / 2+3 / 4+2 / etc. If you need all tickets to be sat together please contact our customer service hotline and a representative will assist you to find the tickets you need.

  • What is the exact seat location of the tickets listed?

    The exact location of seats oftentimes cannot be provided at the time of booking as ticket allocations are not confirmed to our suppliers in advance. For this reason you may only find generic descriptions of seat locations (Behind the Goal, Longside, Away Section). Please assume that the seat location may be the worst allocated within a generic description, some listings have more information regarding the allocations but the price tends to be higher. If you are unsure about the location of the seats based on the descriptions, please see the venue maps or contact our customer service team for clarification.

  • When will I receive my tickets?

    Tickets for tennis events are generally released by the clubs only the week leading up to the match. We try to get all tickets dispatched 3-5 days prior to the event and you are advised by email when they are sent. Once receiving notification of dispatch you can expect them the following day for UK deliveries or within 1-3 days for International deliveries. Sometimes tickets can be delivered on the day of the event and/or we will require you to collect the tickets locally. If you are concerned that this will not give you enough time to reach the event please contact us so we can arrange an alternative delivery method. If you are travelling from abroad to see a tennis match we encourage you to provide a local delivery address or hotel in the match country/city.

  • How are tickets delivered?

    All tickets are sent using secure shipment methods, depending on your location. If the tickets are sent within the UK for a UK event, they will be dispatched via Special Next Day Delivery / Bike Courier / Hand Delivery or by Private Courier and will require a signature. Delivery times may vary depending on the delivery method chosen at purchase. If they are being delivered to your hotel in Italy / Spain / Germany / Netherlands or Portugal we may use courier companies and/or private couriers.

    Please provide a secure address to ensure someone is available to sign for the envelope. If you are staying in a hotel you authorize anyone at the hotel to accept the delivery on your behalf so you may want to advise them you will be expecting a delivery. If no one is available to sign for the delivery, your postman/courier will leave a "while you were out card" and you will be able to collect your envelope from your local Sorting Office (The address can be found on the back of the card). If you have not received a 'While you were out' card or you have not been given a tracking number, please contact us as soon as possible. For international orders, tickets may be sent via FedEx, DHL or UPS. The mentioned courier companies provide online tracking to ensure fast and secure deliveries. Please contact us after receiving the dispatch email so we can provide you the tracking number.

  • Can I change my delivery address?

    Please contact our customer service team by phone or by email to change your delivery address. Please have at hand your Order Reference Number so we can find your order. If there is a change in shipping costs that result by you changing the delivery address you will be charged or refunded the difference.

  • Why have I been asked to provide Proof of Billing Address?

    Due to increasing amount of fraudulent debit / credit cards, you may be asked to provide documentary evidence to verify the correct details correspond to the billing address of the credit card. Please be assured we keep your personal information safe according to our Privacy Policy. Failure to provide documents by the deadline will result in your order being cancelled.

  • Can I cancel my tickets once purchased?

    We do not have an exchange, refund or cancellation policy unless an event is cancelled entirely and not rescheduled. If an event is rescheduled and you are not able to attend, we cannot offer any refunds. This is also mentioned in our Terms and Conditions. We do however offer you the opportunity to resell your tickets on our website in an attempt to recover any losses.

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