Event Organiser Terms & Conditions

These Terms govern your use of the Ticket Monkey Ltd platform to list events and sell tickets. By creating an organiser account or listing an event, you agree to these Terms and the documents referred to in them.

1. Definitions

Booking Fee — the fee charged by Ticket Monkey for use of the Platform and related services. Customer — a ticket-buying end user. Event — any performance, show, festival or activity listed via the Platform. Face Value — the ticket price set by reference to the event, excluding Booking Fees and add-ons. Funds-Held Model (Model A) — Ticket Monkey is the merchant of record, collects payment, and may hold funds until after the Event, then remits net proceeds to you. Direct Payout Model (Model B) — Face Value is settled to your connected Stripe (or equivalent) account and Ticket Monkey deducts its Booking Fee at source. Organiser, you — the entity using the Platform to list and sell tickets. Platform — the websites, apps and services operated by Ticket Monkey Ltd. Ticket Protection — third-party refund protection offered at checkout. Payment Plan — an instalment purchase arrangement (not credit) administered via the Platform. Force Majeure Event — circumstances beyond reasonable control, including strikes, natural disasters, pandemics, acts of war or terrorism, government action, and failure of utilities or communications.

2. Who we are and how to contact us

Ticket Monkey Ltd (“Ticket Monkey”, “we”, “us”) is a private limited company registered in England & Wales (Company No. 16420115). Registered office: Unit 1 Mill Rd Trading Estate, Barnstaple, Devon, EX31 1JH. VAT No. GB4959360. Contact: [email protected].

3. Structure of the agreement

These Terms incorporate, and should be read with: the Customer Purchase Policies (Funds-Held and Direct Payout), the Privacy Policy, the Cookie Policy, the Website Terms of Use, and the Data Processing Agreement. If there is a conflict, the Commercial Terms in Schedule 1 prevail on commercial matters, then these Terms, then the policies. You must be 18 or over and authorised to bind the Organiser; creating an account constitutes acceptance.

4. Account set-up, users and security

You are responsible for providing accurate account information and keeping it up to date. The account holder is the administrator and is responsible for all activity on the account, including that of additional users. You must keep login credentials confidential and notify us promptly of any unauthorised access.

5. Prohibited events, content and behaviour

You must not list illegal or unlicensed events, or events involving gambling, explicit adult content, terrorism, fraudulent schemes, or anything prohibited by law or card scheme rules. Prohibited content includes defamatory, obscene, infringing, discriminatory or unlawful material. Prohibited behaviour includes fraudulent listings, abusive conduct toward Customers or staff, bots or automated purchasing, and scraping the Platform. We may suspend or remove events or content we reasonably consider non-compliant.

6. Services and platform use

The Platform enables you to list, sell and manage tickets, and to access optional services such as marketing or hardware hire. You are solely responsible for event information, including dates, times, pricing, restrictions, age limits, venue details, descriptions and imagery, and for keeping it accurate. You must obtain all required permits, licences and insurance and comply with all applicable laws and venue requirements. We may promote your events and use your name or logo in marketing unless you object in writing.

Your customer-facing Event Terms. Where you sell under the Direct Payout Model you are the seller of record, and you must make consumer-compliant Event Terms available to Customers at the point of sale. You can set your own terms in your dashboard. If you do not, you may adopt the default Event Terms template we provide as a placeholder. If you adopt the default template you do so as your own terms and at your own risk: they become the contract between you and your Customers, we give no warranty that they are suitable or complete for your event, and you remain responsible for them. We may display your Event Terms (or the default template where you use it) to Customers at checkout and in confirmations.

7. Payment models and settlement

Funds-Held Model (Model A). Ticket Monkey is the merchant of record and collects payment from Customers. We may hold funds until after the Event, then remit net proceeds (Face Value less fees, adjustments, refunds, chargebacks and any reserve) as set out in Schedule 1. As merchant of record, Ticket Monkey is the Customer’s counterparty for the ticketing transaction and processes Customer refunds under the Funds-Held Purchase Policy.

Direct Payout Model (Model B). Face Value is processed to your connected Stripe (or equivalent) account, and we deduct Booking Fees and other applicable fees at source. You are the seller of record and merchant of record for the Face Value, are responsible for processor fees, and are responsible for Customer refunds of Face Value (which we may administer on your behalf).

We may switch an Event between models with your agreement, or where reasonably required for risk or compliance. Payment Plans: tickets are delivered only once instalments are completed; orders may be cancelled for missed instalments and instalments refunded less a reasonable administration charge as set out in the applicable Customer Purchase Policy. Ticket Protection is provided by a third party; premiums and commissions are non-refundable except where required by law.

8. Fees, taxes and VAT

Booking Fees. Ticket Monkey is principal in respect of Booking Fees, which are subject to VAT and are non-refundable unless you agree to cover them. Face Value VAT. You are the supplier of admission to the Event and remain responsible for accounting for any VAT due on the Face Value, except where we have expressly agreed a different treatment in writing for a Funds-Held Event. The VAT treatment applicable to your Events is set out or referenced in Schedule 1. Receipts. Checkout receipts separate Face Value and Booking Fee. Invoices. We issue VAT invoices for our fees, and event statements may operate as self-billed invoices where agreed. You are responsible for all other taxes, including on sundry items and donations. You should take your own tax advice on your VAT position.

9. Refunds, cancellations and changes

Refund rules follow the applicable Customer Purchase Policy. You must notify us of any cancellation promptly. Under Model A we process Face Value refunds as merchant of record; under Model B you are responsible for refunds, though we may assist. For postponements and significant changes, tickets may be honoured for the new date or refunded within the timeframes in the Purchase Policy. Refunds requested after the stated cut-off or after settlement are your responsibility, and we may invoice or deduct these amounts. Delivery fees and Ticket Protection are non-refundable unless required by law or you choose to cover them. Refunds must be processed without undue delay and in any event within 14 days of notification, unless a longer period is required by law.

10. Chargebacks, disputes and clawback

We will respond to issuer disputes. If a chargeback is lost, we may deduct the disputed amount, fines and costs from settlements or invoice you. Tickets subject to a successful chargeback may be cancelled. If you fail to respond to refund or escalation requests, we may process refunds to mitigate disputes.

11. Ticket management, pricing errors and delivery

You must reconcile any in-house sales with online sales where you use the same allocation; we are not liable for double bookings caused by your failure to reconcile. We may cancel and refund tickets affected by obvious pricing errors. Tickets are delivered as e-tickets or QR codes via our app or, where relevant, a primary provider’s system. For Payment Plans, tickets are delivered only after completion of instalments.

12. Customer data, privacy and data roles

You are the Controller of Customer personal data relating to ticket sales for your Events. Ticket Monkey acts as your Processor to the extent we process that data on your behalf, under the Data Processing Agreement, which forms part of these Terms. For our own platform operations, fraud prevention and Booking Fees, Ticket Monkey acts as Controller. You must comply with data protection law and warrant that you have a lawful basis for any marketing you carry out. You indemnify us against claims arising from your unlawful use of Customer data.

13. Risk controls: reserves and withholding

We may withhold funds or set reserves where we reasonably identify risk — including high-value Events, elevated chargeback or cancellation risk, new organisers, or suspected fraud. Reserves may be rolling, with a percentage held back for a period. We may set off sums you owe against amounts we hold or later process for you, including across multiple accounts.

14. KYC, AML and compliance

You must pass our identity, know-your-customer and anti-money-laundering checks. You warrant compliance with the Proceeds of Crime Act 2002, applicable sanctions laws, and card scheme rules. We may suspend or terminate your account if you fail checks or where required by law.

15. Warranties and organiser obligations

You warrant that Events will take place as described, with valid permissions, and with public liability insurance of at least £5 million (or higher where required by law). You must provide evidence of insurance, licences or permits on request. You warrant that your event content does not infringe third-party rights.

You further warrant that any customer-facing Event Terms you use (whether your own or the default template) comply with applicable consumer protection law, are made available to Customers before purchase, accurately reflect that you are the seller of record where the Direct Payout Model applies, and do not purport to exclude or reduce Customers’ statutory rights or to override Ticket Monkey’s platform terms as between Ticket Monkey and the Customer. Where your Event Terms conflict with mandatory consumer law or with Ticket Monkey’s platform terms, consumer law and (as between Ticket Monkey and the Customer) Ticket Monkey’s platform terms prevail. You indemnify us against claims arising from your Event Terms or their absence.

16. Intellectual property and branding

You grant Ticket Monkey a non-exclusive, royalty-free licence to use your event content and branding for service delivery and promotion. All intellectual property in our Platform, brand and software remains ours.

17. Suspension, termination and dormant accounts

We may suspend or terminate your access for breach of these Terms, suspected fraud, or legal or regulatory reasons. We may retain account data for a reasonable period after your last sale to manage disputes, chargebacks and legal retention requirements. Accounts with no log-in for two years may be treated as dormant and deleted after notice.

18. Liability, indemnities and force majeure

We are not liable for loss of profit, revenue, goodwill or data, or for indirect or consequential loss. Our total liability is capped at the higher of the Booking Fees you paid us in the three months before the claim, or £100 where no fees were paid in that period. Nothing limits liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot be excluded by law. You indemnify us against claims, losses or fines arising from your Events, VAT obligations, refunds, data misuse or IP infringement. We are not liable for failures caused by a Force Majeure Event.

19. Notices, assignment and survival

Notices are deemed received one business day after email to your administrator address. You may not assign these Terms without our consent; we may assign to affiliates or successors. Clauses on fees, VAT, liability, indemnity, set-off, data obligations, IP and governing law survive termination.

20. Variations, governing law and jurisdiction

We may vary these Terms by posting an updated version; material changes will be notified and continued use constitutes acceptance. These Terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Schedule 1 — Commercial terms (fees and settlement)

Booking Fee: as agreed per Event or organiser account; VAT applies. Model A (Funds-Held): Ticket Monkey is merchant of record and may hold funds; settlement normally post-Event, subject to reserves or withholdings; VAT treatment of Face Value as agreed in writing. Model B (Direct Payout): via Stripe Connect or equivalent; Booking Fee deducted at source; Organiser bears processor fees. Other fees: delivery charges, ticket protection commissions, on-site services, hardware hire, marketing packages. Set-off and deductions: refunds, chargebacks, fines, reserves, adjustments. Payment Plans: instalment schedules; no delivery until completion; instalments refundable less a reasonable administration charge. Currency: GBP unless agreed otherwise. Interest: overdue amounts payable to Ticket Monkey accrue interest at 4% above the Bank of England base rate.

Schedule 2 — Sub-processors (reference)

A current list of the sub-processors Ticket Monkey uses to process Customer personal data is maintained in the Data Processing Agreement and the Privacy Policy. Current key sub-processors include Stripe (payments), Amazon Web Services (hosting), Cloudflare (security and delivery), and our self-hosted Keycloak identity service (organiser log-in). This list is not exhaustive and may be updated; we will give notice of changes as set out in the Data Processing Agreement.