Terms of Use
Last Updated: 28/08/2025
Welcome to Ticketshack! These Terms of Use (“Terms”) govern your use of our website, services, and applications (collectively, the “Services”). By accessing or using the Services, you agree to be bound by these Terms. If you do not agree with these Terms, please do not use our Services.
1. Introduction
Ticketshack is a ticketing platform that allows event organisers (“Organisers”) to create events and sell tickets to attendees (“Customers”). Ticketshack provides the infrastructure for ticketing, but it is not the creator, organiser, or owner of the events listed.
2. Using Ticketshack
To use the Services, you must be at least 18 years old or have permission from a parent or guardian.
2.1 Creating an Account
To purchase tickets or create events, you may need to create an account with Ticketshack. You are responsible for all activity that occurs under your account and must ensure your account details are kept secure.
2.2 Compliance with Laws
You agree to comply with all applicable laws, rules, and regulations in connection with your use of the Services.
2.3 Prohibited Uses
You may not use the Services for any illegal or unauthorized purposes, including but not limited to:
- Impersonating another person or entity.
- Engaging in any activity that disrupts or interferes with the Services.
- Posting or sharing any content that is false, misleading, or harmful.
3. Purchasing Tickets
3.1 Ticket Prices and Fees
Ticket prices are set by the Organisers. Ticketshack charges a fee for each ticket sold, which includes 6.5% + £0.35 of the ticket price (“Service Fee”). Additional processing fees may also apply.
3.2 Ticket Availability
Ticket availability is determined by the Organiser. Ticketshack does not control ticket inventory or pricing, nor does it guarantee that tickets will be available for any specific event.
3.3 Cancellations and Refunds
Ticketshack acts as a ticketing agent on behalf of the Organiser. If an event is canceled, the customer will be automatically refunded.
When an event is postponed, Customers may be offered the option to retain their ticket for the rescheduled date or request a refund. The Organiser is responsible for determining and communicating the refund policy, but all refund requests must be escalated to Ticketshack if not resolved within a reasonable time frame. Ticketshack may process refunds at its discretion if an Organiser fails to respond or declines a refund unreasonably.
4. Creating Events
4.1 Organiser Responsibilities
Organisers are responsible for the content of their event listings, including ensuring that all event descriptions, dates, locations, and ticket details are accurate. Organisers must also comply with all applicable laws, including local licensing and safety regulations.
Ticketshack reserves the right to temporarily withhold payouts to Organisers if there is a suspected dispute, fraud investigation, or customer complaint requiring resolution.
4.2 Event Cancellations or Postponements
If an Organiser cancels or postpones an event, they are responsible for informing attendees and processing refunds in line with the event’s refund policy. Ticketshack will assist with this process where applicable but does not handle refunds directly unless specified.
If no explicit refund policy has been stated by the Organiser, Ticketshack reserves the right to determine an appropriate resolution based on standard industry practices and the circumstances of the event.
The Organiser acknowledges the liability for any card-processing fees arising from such refunds, as set out in clause 11.4
5. Intellectual Property
5.1 Ownership of Content
All content made available through the Services, including text, graphics, logos, images, and software, is the property of Ticketshack or its licensors. You may not use, copy, modify, or distribute any of this content without our express written permission.
5.2 User Content
As an Organiser or Customer, you may upload content to the platform (e.g., event descriptions, user reviews). By uploading content, you grant Ticketshack a worldwide, non-exclusive, royalty-free license to use, reproduce, modify, and display that content in connection with the Services.
6. Liability and Disclaimers
6.1 No Warranty
Ticketshack provides the Services on an “as is” and “as available” basis. We make no warranties, whether express or implied, about the accuracy or completeness of the Services, or that the Services will be uninterrupted or error-free.
6.2 Limitation of Liability
To the fullest extent permitted by law, Ticketshack shall not be liable for any indirect, incidental, consequential, or punitive damages arising out of your use of the Services or any event listed on the platform, even if we have been advised of the possibility of such damages.
6.3 Organisers’ Liability
Ticketshack is not responsible for the behavior or actions of Organisers. Organisers are solely responsible for their events and any claims or disputes arising from ticket sales.
Ticketshack acts solely as a ticketing intermediary. We are not party to any agreement between Organisers and Customers, and are not responsible for event quality, safety, or delivery.
6.4 Force Majeure
Ticketshack shall not be liable for any failure or delay in performance due to events beyond our reasonable control, including but not limited to acts of God, natural disasters, pandemics, war, civil disturbance, labor strikes, or internet service failures.
7. Privacy Policy
Your use of the Services is also governed by our Privacy Policy, which explains how we collect, use, and protect your personal information. Please review our Privacy Policy.
8. Termination
We may terminate or suspend your account or access to the Services at any time, for any reason, without notice, including for violating these Terms or engaging in any activity that may harm the reputation or security of Ticketshack.
9. Dispute Resolution
9.1 Negotiation
In the event of a dispute, we encourage you to contact us first to resolve the issue informally.
9.2 Mediation/Arbitration
If the dispute cannot be resolved through negotiation, you agree to submit the dispute to mediation or arbitration in accordance with the rules of The London Court of International Arbitration (LCIA)
10. Amendments to the Terms
We reserve the right to update or modify these Terms at any time. Any changes will be effective upon posting to the Services. It is your responsibility to review these Terms regularly.
11. Fees, Disputes, and Chargebacks
11.1 Dispute Responsibility
If a Customer initiates a payment dispute or chargeback, and it results in any fees, penalties, or refund liabilities being incurred by Ticketshack (including, but not limited to, Stripe dispute fees), the Organiser shall be responsible for these costs if, in Ticketshacks reasonable opinion, the dispute arises from the Organiser’s actions or decision (e.g. to decline a refund or cancel an event without issuing refunds). Ticketshack reserves the right to deduct such costs from the Organiser’s pending or future payouts.
11.2 Refund Communication Requirement
Organisers must notify Ticketshack within 48 hours if they decline a refund request.(including any communication received via social media, email, or other informal channels). Failure to do so may result in Ticketshack intervening and issuing a refund directly to the Customer. In such cases, the associated cost will be deducted from the Organiser’s payout.
11.3 Chargeback Mitigation
To protect all parties, Organisers agree to cooperate fully with Ticketshack in responding to payment disputes. This includes providing timely evidence such as proof of event delivery, communications, and refund policies.
11.4 Refund Processing Fees
If Ticketshack processes customer refunds on the Organiser’s behalf, the Organiser is liable for all non-refundable payment-processing charges associated with those refunds (including, without limitation, the original transaction fee and any per-refund fee charged by Stripe or any other payment processor). Ticketshack may deduct these costs from the Organiser’s pending or future payouts, or invoice the Organiser where insufficient funds remain in the Organiser’s or Ticketshack’s Stripe balance
12. Contact Information
If you have any questions about these Terms, please contact us at:
Ticketshack
Email: [email protected]