Legal Terms & Documents

Learn about your rights and obligations while using Billetto.

Terms & Conditions

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Please read these Terms & Conditions (or “Terms”) carefully. By accessing or using Billetto, you accept to be bound by the Terms.


1. About These Terms


1.1 Definitions
  • “Services” refers to Billetto's services and features made available online (via Billetto websites), offline (e.g. support), and through mobile applications.
  • “Content” refers to any material such as data, text, design elements, sounds, video, etc. that is made available by Billetto.
  • “User Content” refers to any material contributed or posted by Users while using the Services.
  • "Organiser" refers to event organisers or promoters using the Services to create and promote their events.
  • “Consumer” refers to anyone using the Services to consume information, purchase tickets, attend Events, etc.
  • “Users” or “you” refers to Organisers, Consumers and third parties using the Services.
  • "Billetto," "we," "us," or "our," refers to Billetto website(s), apps, physical locations, employees, other representatives, etc.
  • “Terms” means the terms and conditions of this Agreement.

1.2 Billetto Entity

You are hereby contracting with:

Billetto UK Limited

Devonshire House

60 Goswell Road

EC1M 7AD London

United Kingdom

VAT Registration no. GB157940286


All notices shall be sent to support@billetto.com.


1.3 Other Applicable Terms

If an Organiser uses our Services for events with paid tickets, Billetto's Merchant Agreement and Organiser Refund Policy Requirements also apply.


By agreeing to these Terms & Conditions, you also acknowledge that you have read the Privacy Policy and Cookie Statement. These documents apply to all Users.


Billetto may sometimes provide Users with services not described in these Terms & Conditions. These Terms still apply to such services, unless there’s a separate and signed contract that explicitly states otherwise.


These Terms are a legally binding agreement between you and Billetto and outline your rights and responsibilities while using our Services. If you are using the Services on behalf of another person or business, you agree that these Terms also apply to that party.


2. Our Services


2.1 Service Scope

Billetto provides the following services:


  • Displaying and listing events as submitted by the Organiser
  • Accepting and processing on­line orders for tickets to the event
  • Providing Consumers with a confirmation number for their transaction and their ticket
  • Assisting Organisers in marketing their events to relevant Consumers
  • Assisting Consumers in discovering relevant events to attend
  • Providing the tools and platform for Organisers to create, manage, ticket, promote, and host their events


Complete descriptions of specific services can be found on the relevant Billetto sites.


2.2 Organiser Responsibility

Billetto does not create, organise, or own the events listed on the Services. The Organiser is solely responsible for making sure that the event page and the event itself comply with all applicable laws and that any products and services offered on their event page are delivered according to their description.


Billetto collects payments made by Consumers via third-party payment service providers and passes such payments to the Organiser (as defined in the Merchant Agreement).


2.3 Order Processing

Orders will be processed after User’s billing information has been verified. The User will receive an email confirmation of a successfully processed order shortly after the transaction is completed.


If the User does not receive an email confirmation or experiences an error message or service interruption after submitting payment information, it is the User’s responsibility to confirm with Billetto whether or not the order has been placed by contacting our customer support at the address provided below or emailing us at support@billetto.co.uk.


Users hereby authorise Billetto to charge or debit their payment card or other account for the face value of any tickets purchase, as well as any fees or other charges (such as taxes) that may be due in connection with any transactions requested through Billetto.


2.4 Ticket Delivery

Billetto tickets can represent goods, tokens, services, or traditional tickets. Tickets will always be distributed in electronic format to the email a User enters in connection with the purchase.


Billetto will send a receipt to the User’s e­mail immediately after purchase. If a User has not received the tickets one hour after purchase, the User can contact Billetto support.


Users must print their tickets and bring them to the event, unless the organiser has stated otherwise. For larger events, the organiser can choose to use Billetto’s scanners, which enable mobile tickets as well.


If a User does not inform us of the non-receipt of tickets within a reasonable time (and at least 72 hours before the event), we will have no liability to the User. Physical delivery of tickets, where available and applicable, is subject to the delivery company terms.


3. Consumer Privacy


3.1 Privacy Policy

Information provided to Billetto by Users or collected by Billetto is governed by our Privacy Policy.


3.2 Organiser Responsibility

As an Organiser, you agree to comply with all applicable laws regarding collection of consumer information, as well as any related policies posted on the Services.


4. Termination of Agreement


4.1 Terms Duration

These Terms remain in effect until they are terminated. When this agreement is terminated by either party, these Terms will generally no longer apply. However, certain provisions will at all times remain applicable to both Users and Billetto. (See below)


4.2 Termination by Billetto

Billetto may at any time terminate a User’s right to use the Services if the User violates these Terms, misuses or abuses the Services, or if permitting the use of the Services would violate any applicable laws or expose Billetto to legal liability.


Billetto may at any time decide to stop offering the Services, in full or in part. We will use reasonable efforts to give Users notice of such termination. Users agree that Billetto is not liable to them or third parties as a result of terminated access to the Services.


4.3 Termination by Users

Unless otherwise stated in a separate agreement a User may terminate access to the Services and applicability of these Terms by deleting his or her account.


Consumers without a registered account may at any point terminate these Terms by stopping to use the Services. As long as Consumers continue to access the Services, these Terms remain in effect.


4.4 Exceptions

Any provisions that by their nature should survive termination of these Terms will do so.


5. Release and Indemnity


Users agree to cover Billetto if their use of the Services causes Billetto to face legal or other claims or expenses.


5.1 Release

Users hereby agree to release Billetto from any damages and losses arising out of a dispute between Users and a third party (including other Users) in connection with events listed on the Services or the Services themselves.


5.2 Indemnity

Users agree to indemnify and hold Billetto and its representatives harmless from any and all damages or losses that result from any claim, suit, or other proceeding made by any third party relating to Users’ breach of these Terms, use of the Services in violation of these Terms, or breach of applicable laws and regulations.


6. Disclaimer of Warranty & User Risk


Billetto strives to provide the Services as expected by the Users, but certain things cannot be guaranteed.


The Services are provided “as is.” Billetto expressly disclaims all warranties of any kind. Billetto makes no warranty that the Services will meet a User’s requirements or be uninterrupted, secure, and error-free.


Users agree that Billetto has no control over and cannot guarantee the quality, accuracy, safety, or legality of any event or Content provided by Users.


Billetto is not responsible for any liability arising from acts or omissions by any third party that Billetto requires to provide the Services.


Consumers understand that certain events may carry intrinsic risk, and that participation in those events implies voluntary acceptance of those risks.


The foregoing disclaimers apply to the maximum extent permitted by law.


7. Limitation of Liability


7.1 Limitation of Liability

To the extent permitted by applicable laws, Billetto and entities associated with Billetto’s provision of Services will not be liable to Users or third parties for any damages.


7.2 Exceptions

Any warranty or right that by law cannot be excluded or limited is not excluded or limited by these Terms. Only those liability limitations which are lawful in your jurisdiction will apply.


8. Services License


8.1 License to Services

Billetto grants Users a limited, non-exclusive, non-transferable, revocable right to use our Services in their capacity as either Consumer (to discover and attend events) or Organiser (to create events and sell tickets).


Organisers’ and Consumers’ use of the Services must comply with these Terms and any applicable laws.


8.2 Restrictions

Users agree that they will not copy or create derivatives of the Services, reverse engineer any part of the Services, use the Services for any commercial purposes not explicitly specified, remove or alter any proprietary notices on the Services, or in any way interfere with or disrupt the Services.


8.3 Copyrights & Intellectual Property

Users agree that all Site Content may be protected by copyrights, trademarks, or other intellectual property laws. Billetto may own the Site Content or portions of the Site Content may be made available to Billetto through arrangements with third parties.


Site Content included in or made available through the Services is the exclusive property of Billetto and is protected by copyright laws. Users agree to use the Site Content only for purposes permitted by these Terms and any applicable laws. Any rights not expressly granted herein are reserved.


8.4 Trademarks

The trademarks, service marks and logos of Billetto used in connection with the Services are registered and unregistered trademarks or service marks of Billetto. Other company, product, and service names used in connection with the Services may be trademarks or service marks owned by third parties.


Users do not have license or right to use any displayed Trademark without prior written consent of Billetto.


The Trademarks may not be used to disparage Billetto or any third party or in a manner that may damage any goodwill in the Trademarks.


Use of any Trademarks as part of a link to or from any site is prohibited without Billetto’s prior written consent.


All goodwill generated from the use of any Billetto Trademark will inure to Billetto's benefit. A number of issued and pending patents apply to the Services. Site Content may also be protected by copyrights owned by Billetto and/or third parties. Users that copy portions of the Services are in violation of these patent rights and copyrights.


9. Organiser Obligations Regarding Permits & Licenses

If you are an Organiser, you represent and warrant to us that:


  1. You and your affiliates will obtain, prior to the start of ticket sales, all applicable licenses, permits, and authorisations ("Licensure") with respect to your events.
  2. You and your affiliates will comply and ensure that the venues for each of your events will comply with all applicable laws.
  3. You will only request that Billetto offer tickets to an event after you have obtained any specific Licensures for such event.
  4. You hereby agree to release Billetto, its representatives, and partner companies from all damages arising out of or in any way connected with your or your affiliates' Licensure or any failure to obtain or maintain any Licensure.
  5. Upon reasonable request of Billetto, you agree to provide evidence of relevant Licensure and related information prior to offering tickets or registrations for your event


10. Copyright Takedown Notices

If you are a copyright owner or represent a copyright owner and you believe that any content on the Sites infringes your copyrights, you may submit a notice to support@billetto.com.


11. Ban on Commercial Use

The Site Content is not for commercial use by the Users. Users have no right to and agree not to use any Site Content for their own commercial purposes or to use any means to extract data from the Site(s).


12. Fees & Refunds


12.1 Billetto Fees

It is free for Users to create an account, list an event, or access the Services. However, sale of paid tickets or registrations carries a fee. Fees may vary based on individual agreements between Billetto and certain Organisers.


Organisers may choose to pass the fees along to Consumers, in which case these will be shown as “Fees” on the applicable event page. Organisers may also choose to instead absorb the fees into the ticket or registration price and pay these fees out of gross ticket proceeds.


Consumers may be charged other fees including taxes, ticket insurance, etc. Therefore, the total fee paid by Consumers may be different from the fees charged by Billetto to the applicable Organiser or the standard fees described on the Services to Organisers.


Billetto does not control or have information about fees charged by an individual User’s bank or credit card company. Users must check with their bank or credit card company in order to understand all applicable fees, surcharges, and currency conversion rates prior to transacting on Billetto.


12.2 Transfer of Tickets

If you wish to transfer tickets to an event you have purchased on Billetto, please follow the instructions on the “How do I transfer tickets to a friend?” page.


12.3 Refunds

All ticket transactions are between an Organiser and respective Consumers. Therefore, Consumers must contact the applicable Organiser with any refund requests. You can find help with getting a refund here.


Consumers that receive a refund must discard any previously delivered ticket(s) and not use it to attend the event. Violating this constitutes fraud. Organisers are expected to follow all applicable procedures to verify the validity of tickets. Billetto will not be held liable for any costs arising from a failure by Organisers to check validity of tickets or for any costs and damages arising from fraud or purchase of tickets via non-official means.


Before purchasing tickets, it is the Consumer’s responsibility to carefully review all aspects of the event, including event restriction, dates, pricing, and charges. Billetto will not issue any refunds for any lost, stolen, destroyed, or damaged tickets, or as under any other circumstances except in the limited cases explicitly described in this Agreement.


Even if a refund is issued by Organiser, Billetto’s Fees will be deducted from the refund amount. The User may apply for a refund prior to the event in question provided that tickets for the event remain on sale. Acceptance of refunds is determined by the event's refund policy and it is the customer's responsibility to check this policy with the Organiser prior to purchasing the ticket. Should an event be cancelled, the Organiser of the event will inform the User prior to such cancellation and will refund to the User the ticket price minus the transaction fee and the Billetto Fee.


13. Billetto User Accounts

Billetto requires Users to register for an account in order to access certain features and functionality. Users agree to follow certain rules when creating an account, including the following:


• You agree to follow all applicable laws when creating an account.


• You agree to provide accurate information about yourself or the entity you use the Services on behalf of. You also agree to update this information if it changes.


• If there is a dispute about account ownership between people or entities, Billetto will be the sole arbiter of such dispute. Billetto's decision will be final and binding on all parties and may include suspension or termination of the account in question.


• If you are using the Services on behalf of a company or other entity, we expect that you have the authority to legally bind that entity and grant all permissions and licenses provided in these Terms.


• Billetto allows Users to add “sub-users” to their accounts and grant certain permissions to these sub-users. Users are solely responsible for all activity taking place under their account, including that by sub-users. Users must keep all relevant passwords and account details confidential. Rules that apply to the User’s account will apply equally to any third parties to whom the User grants account access.


• Users agree to promptly notify Billetto in case of any unauthorised use of their account or any other breach of security. Users are responsible and will be held accountable for any activity occurring under their account.



14. User Content

All Content is the sole responsibility of the person from whom such Content originated. Billetto does not control, and is not responsible for user­ submitted Content and that by using the Website, You may be exposed to Content that is offensive, indecent, inaccurate, misleading, or otherwise objectionable. Furthermore, the Site may contain links to other websites, which are completely independent of Billetto.


We make no representation or warranty as to the accuracy, completeness or authenticity of the information contained in any linked Site. Likewise, Billetto makes no representation or warranty as to the accuracy, completeness or authenticity of the information contained in any such Content posted on, transmitted through, and available through the Site.


Users of the Site bear all risks associated with the use and/or reliance upon any Content, and/or the representations made therein, and under no circumstances will Billetto be liable in any way for any Content or for any loss or damage of any kind incurred as a result of the use of any Content posted, emailed or otherwise made available via the Site.

You acknowledge that Billetto does not pre­screen or approve Content prior to posting. Billetto makes no representations and/or warranties to any of the claims made in any posting on reviews and comments, personal profile, listings, postings, descriptions, messages, group discussions, guides, and message boards or otherwise of any Content, by any user.


And further, as to Content: (i) You understand and agree that Billetto may review and delete any Content that in the sole judgment of Billetto violates this Agreement or which might be offensive, illegal, or that might violate the rights, harm, or threaten the safety of others; (ii) You are solely responsible for the Content that You publish or display; and (iii) by posting Content to any public area of the Site, You automatically grant, and You represent and warrant that You have the right to grant, to Billetto an irrevocable, perpetual, non-­exclusive, fully paid, worldwide license to use, copy, perform, display, and distribute such information and content and to prepare derivative works of, or incorporate into other works, such information and content, and to grant and authorise sublicenses of the foregoing.


Billetto reserves the right to investigate and take appropriate legal action in its sole discretion against anyone who violates this provision, including without limitation, removing the offending communication from the Site and terminating the membership of such violators. The following is a partial list of the kind of Content that is illegal or prohibited on the Site:

Content that (a) is patently offensive to the online community, such as Content that promotes racism, bigotry, hatred or physical harm of any kind against any group or individual; (b) harasses or advocates harassment of another person; (c) involves the transmission of \"junk mail", "chain letters," or unsolicited mass mailing or "spamming"; (d) promotes information that You know is false, misleading or promotes illegal activities or conduct that is abusive, threatening, obscene, defamatory or libelous; (e) promotes an illegal or unauthorized copy of another person's copyrighted work, such as providing pirated computer programs or links to them, providing information to circumvent manufacturer-­installed copy­protect devices, or providing pirated music or links to pirated music files; (f) contains restricted or password only access pages, or hidden pages or images (those not linked to or from another accessible page); (g) displays pornographic or sexually explicit material of any kind; (h) provides material that exploits people under the age of 18 in a sexual or violent manner, or solicits personal information from anyone under 18; (i) provides instructional information about illegal activities such as making or buying illegal weapons, violating someone's privacy, or providing or creating computer viruses; (j) solicits passwords or personal identifying information for commercial or unlawful purposes from other users; (k) engages in commercial activities and/or sales without our prior written consent such as contests, sweepstakes, barter, advertising, and pyramid schemes; or (l) post non­local or otherwise irrelevant Content, repeatedly post the same or similar Content or otherwise impose an unreasonable or disproportionately large load on our infrastructure. Even though all of this is strictly prohibited, there is a small chance that You might become exposed to such items and You further waive Your right to any damages (from any party) related to such exposure.

Billetto may use a User’s name, logo and event picture to identify them as a Billetto customer both on the Services and in promotional materials.


Billetto may preserve User Content and account information and disclose these if required to do so by law, to comply with legal process, to respond to claims that any User Content violates the rights of third parties, to enforce these Terms, or to protect the rights and safety of Billetto, its users, and its representatives.


15. Notices

Billetto may send notices to Users via emails registered in Billetto’s records. Billetto may also provide notices of changes to these Terms or other matters by displaying notices or links to notices on the Services.


Notices to Billetto can be sent to support@billetto.com.


16. Ongoing Changes to Terms & Conditions

Billetto reserves the right to modify these Terms from time to time. If these changes are considered material, Billetto will inform the Users by posting the changes on the Services or sending emails or messages to the Users.


Users are responsible for staying up to date with the posted changes. Continued use of the Services following any changes constitutes acceptance of those changes and the updated Terms.


Billetto cannot guarantee availability of certain product features or functionality. Billetto reserves the right to modify or discontinue any part of the Services or the entire Service.


17. Assignment

Billetto may freely assign these Terms and Billetto’s rights and obligations under these Terms to an affiliate or another entity without consent or approval by the Users.


18. Scope of Agreement

These Terms govern the use of Billetto Services and constitute the entire agreement between Users and Billetto. These Terms supersede any prior agreements or communications other than a written agreement for Services between a User and Billetto relating to a specified event(s).


19. Applicable Law and Jurisdiction

This Agreement shall be governed and construed in accordance with English Law and parties hereby submit themselves to the exclusive jurisdiction of the English Courts in respect of any claim (including non-­contractual disputes or claims).


20. Linked Accounts & Third-Party Sites

Users acknowledge and agree that Billetto does not control and is not responsible for the availability of any external websites or resources that may be linked to by Billetto or other Users.


Billetto is not responsible or liable for any Content or other materials on such websites / resources or any damages or losses related to them, even where such websites / resources are connected with Billetto partners or third-party service providers.


21. Force Majeure

Billetto shall not be responsible for any delay in, or failure of, the Service or the internet due to any occurrence commonly known as “force majeure,” including war, riots, embargoes, terrorism, strikes, or other concerted acts of workmen (whether of Billetto or others) casualties or accidents, or any other causes, circumstances, or contingencies beyond Billetto’s, which prevent or hinder the performance of Billetto of any of its obligations hereunder.


22. Other Provisions

Failure by Billetto to enforce any part of these Terms does not constitute a waiver of Billetto’s right to enforce the Terms at a later point.


Any provision of these Terms that is found to be unenforceable will be limited to the minimum extent necessary. Other provisions of these Terms will remain in full force and effect.


Section titles and numbering in these Terms has no legal effect. Billetto may freely assign any of its right and obligations under these Terms. The Terms may be translated into other languages. If there is a conflict between the English version and a translated version, the English version will have precedence.

Privacy Policy

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The privacy of your Personal Data is very important to us. This Privacy Policy includes important information about your Personal Data and other relevant topics. Please read it carefully


Billetto complies with the EU General Data Protection Regulation (2016/EC/679), or "GDPR."


1. About This Policy


1.1 Definitions

  • “Services” refers to Billetto's services and features made available online (via Billetto websites), offline (e.g. support), and through mobile applications.
  • “Content” refers to any material such as data, text, design elements, sounds, video, etc. that is made available by Billetto.
  • "Organiser" refers to event organisers or promoters using the Services to create and promote their events.
  • “Consumer” refers to anyone using the Services to consume information, purchase tickets, attend Events, etc.
  • “Users” or “you” is a blanket term for Organisers, Consumers and third parties using the Services.
  • "Billetto," "we," "us," or "our," refers to Billetto website(s), apps, physical locations, employees, other representatives, etc.
  • “Personal Data” - information collected from Users that is associated with or can be used to identify a person.


1.2 Billetto Entity


You are hereby contracting with:


Billetto UK Limited

Devonshire House

60 Goswell Road

EC1M 7AD London

United Kingdom

VAT Registration no. GB157940286


1.3 Service Scope

Billetto provides the following services:


  • Displaying and listing events as submitted by the Organiser
  • Accepting and processing on­line orders for tickets to the event
  • Providing Consumers with a confirmation number for their transaction and their ticket
  • Assisting event organiser in marketing their events to relevant attendees
  • Providing tools and platform for event organisers to create, manage, ticket, and promote their events

Complete descriptions of specific services can be found on the relevant Billetto sites.


1.4 Non-Personal Data

Information that cannot be used to identify a specific person is considered "Non-Personal Data." Billetto may collect such Non-Personal Data when users interact with the Services. The stipulations in this Privacy Policy do not apply to Non-Personal Data.


2. Types of Personal Data Collected

When Users interact with Billetto through the Services, we may collect Personal Data. This may be both on our own behalf and on behalf of an Organiser who uses our Services to manage and promote events. This distinction is important for the purpose of EU data protection. It is explained in detail later in this Privacy Policy.


2.1 Data on All Users

Information provided by Users:

Users may share Personal Data with Billetto when they voluntarily provide such information while using the Services. This includes registering for a User account, contacting Billetto with questions, responding to surveys or browsing the Services.


The Personal Data collected by Billetto includes but is not limited to Users’ name, email address, and other information that enables Users to be personally identified.


Information collected automatically:

Technical data sent from the User’s computer or mobile device while using the Services is called “Automatic Data.”


Automatic Data may include but is not limited to identifiers associated with your device (e.g. IP address), characteristics of your device or browser, activity statistics while using the Services, and other data collected through Cookies and similar tracking technologies.


To find out more about how we use Cookies and similar tracking technologies, please refer to our Cookie Statement.


Whenever a User’s Personal Data is submitted, it may be associated with other Non-Personal Data collected by Billetto or third parties. In such cases, Billetto will treat the resulting combined data as Personal Data until a it can no longer be associated with or used to identify a User.


2.2 Data on Organisers

Billetto collects additional Personal Data on Organisers using the Services.


Information provided by Organisers:

In order to facilitate payouts to Organisers, Billetto will collect the necessary financial information (e.g. bank account information) directly from the Organisers.


Information obtained from other sources:

Additionally, Billetto may request and collect Personal Data from third-party sources including other websites, payment processing partners, Organiser’s bank, and so on.


2.3 Data on Consumers

Billetto collects additional Personal Data on Consumers using the Services.


Information provided by Consumers:

Users who register for a paid events will be providing financial information like credit card details and billing address. Some of this information may constitute Personal Data.


In addition, Organisers can ask to collect virtually any information from Consumers when Consumers register for an Organiser’s event listed on the Services. Billetto does not control any such Personal Data collected by the Organiser. All Personal Data collected on behalf of an Organiser is made available to the Organiser in accordance with "Disclosure & Transfer Of Personal Data" below.


Information obtained from other sources:

Additionally, Billetto may request and collect Personal Data from third-party sources including Organisers, social media, other Consumers, payment processing partners, credit card issuing bank, and so on.


3. How Personal Data Is Used

Personal Data may be used as follows:


3.1 Specific Purposes

Any Personal Data provided in connection with a specific purpose may be used by Billetto in connection with that purpose. For example, if you contact Billetto by email, we will use the Personal Data you provide in our response and will respond to the email address provided.


3.2 Use of Services

If you provide Personal Data in order to use the Services, this Personal Data will be used to provide you with access to the Services and to analyse your use of the Services.


3.3 Internal Purposes

Billetto may use your Personal Data for internal business purposes such as helping us improve the Content and functionality of the Services, to understand our Users, to protect against wrongdoing, to enforce the Terms of Service, and in general to manage the Services and the Billetto business.


3.4 Marketing Communications

Depending on your marketing preferences and applicable consent given, we may use your Personal Data to contact you for marketing and advertising purposes, such as letting you know about upcoming events, sharing promotional materials with you, or displaying promotional Content on the Services.


See "Opting Out" below to learn how you can opt out of Billetto Marketing Communications.


3.5 Other

If your Personal Data is to be used in any manner inconsistent with this Privacy Policy, we will inform you of this prior to or while collecting Personal Data and will obtain your consent prior to its use.


3.6 Data Aggregation

To improve our Services, we may conduct research on User demographics, interests, and behaviour based on Personal Data and other collected information. We typically conduct this research on an aggregate basis, which means it does not identify an individual User.


Personal Data that is in such aggregated form is considered Non-Personal Data for the purposes of this Privacy Policy.


4. Disclosure & Transfer Of Personal Data


4.1 No Sale Of Personal Data

Billetto does not sell Personal Data to any third party, including advertisers.


Under certain circumstances outlined below, we may disclose or transfer your Personal Data to specific third parties without additional notice.


4.2 Transfer Of Business

In the course of conducting business, Billetto might sell or buy assets or other businesses.


Personal Data may be part of transferred assets in the event of a merger, reorganisation, or similar. You acknowledge and agree that any successor to or acquirer of Billetto or its assets will have the right to use your Personal Data and other information in accordance with the terms of this Privacy Policy.


4.3 Subsidiaries, Affiliates, and Parent Companies

Your Personal Data may also be shared with Billetto parent companies, subsidiaries or affiliates for purposes consistent with this Privacy Policy. Such entities will be bound to maintain that Personal Data in accordance with this Privacy Policy.


4.4 Service Providers

Billetto may share your Personal Data with third-party service providers who process Personal Data on behalf of Billetto to perform certain business-related functions. These companies include our marketing agencies, database service providers, email service providers, and others.


If we engage another company to perform such functions, we may provide them with information, including Personal Data, that is necessary for them to do so.


4.5 Organisers

When Consumers purchase tickets to, register for, or donate to an event through the event page on the Services, we provide the Personal Data entered to the Organiser of such event.


An Organiser may also appoint a third party to create an event on its behalf ("Third-Party Organisers"). In such cases, Billetto may provide your Personal Data to the Third-Party Organisers on behalf of the Organisers. Billetto is not responsible for the actions of these Organisers or their Third-Party Organisers with respect to your Personal Data.


It is important that Consumers review the applicable policies of the Organisers or Third-Party Organisers before providing Personal Data or other information in connection with that event.


4.6 Third-Party Connections

Users can connect their Billetto account to other accounts on third-party services like Facebook. In such cases, Billetto may use information relating to Users’ third-party accounts in accordance with this Privacy Policy.


4.7 Legal

We may disclose your Personal Data if required to do so by law or if we believe in good faith that such action is necessary to comply with a legal obligation, protect our rights and interests, prevent or investigate any wrongdoing related to the Services, protect the personal safety of our Users or the public, or to protect against legal liability.


5. Storage and Handling Of Personal Data

Your Personal Data may be stored by Billetto or by third parties to whom Billetto transfers this data in accordance with this Privacy Policy.


We take all reasonable steps to protect your Personal Data from any loss or misuse. However, no network, technical equipment, or digital transmission is guaranteed to be fully secure or error free. Therefore, Users should take special care in deciding what information they send to us via electronic means. Please keep this in mind when disclosing any Personal Data.


We ensure that our User’s Personal Data is only handled by employees who are authorised to do so. If such authorisation is revoked or expires, we take steps to immediately cease these employees’ access to Personal Data. These employees are also bound by applicable non-disclosure laws.


6. Your Control Over Your Personal Data

Users can request access to Personal Data Billetto stores about them. Users can also ask Billetto to correct, update, or delete any Personal Data about them.


If you are a registered User, you can exercise these rights by logging in and visiting the “My Data” page. Both registered and unregistered Users may also exercise these rights by contacting us directly by sending an email to support@billetto.com.


If Users request Billetto to delete their Personal Data, Billetto is authorised to delete or anonymise such Personal Data, even if this action removes the availability of this Personal Data to the Organiser.


However, Consumers should understand that even if their Personal data is deleted or anonymised in this manner, that data may still be available in the Organiser's own databases, in cases where Billetto transmitted such data to the Organiser before receiving the User’s request to delete or anonymise it.


Billetto will consider and respond to all data update / deletion requests in accordance with applicable law.


7. Retention of Personal Data

Billetto may retain a User’s Personal Data as long as the User is registered to use the Services. You may close your account at any time by contacting us.


Billetto may retain Personal Data for an additional period as is permitted or required under applicable laws. Even after we delete your Personal Data, it may continue to exists on e.g. backup media for an additional period of time for legal reasons or for legitimate and lawful business purposes.


8. Cookies & Other Tracking Technologies

Please refer to our Cookie Statement to learn about our use of cookies and other similar technologies.


9. User Choice

Users have several choices when it comes to their Personal Data:


9.1 Limited Provision Of Personal Data

You can always browse the Services without providing any Personal Data or only providing limited Personal Data. If you choose to do so, you may be unable to use certain functionality of the Services. For instance, your name and email address are required by the Organisers to sell you tickets.


9.2 Opting Out

9.2.1 Marketing Communications from Billetto

Billetto may send Users electronic marketing communications, depending on Users’ account settings and consents given.


Users can at any time "opt out" of receiving these communications by using the "Unsubscribe" link at the bottom of any such communication.


9.2.2 Social Notifications

If Users connect their Facebook account or sign up for other social media integrations that include social notifications, Users will receive such social notifications. Users can manage social notifications directly on the related social accounts or disconnect these accounts from Billetto at any time.


9.2.3 Responsive & Transactional Communications

Certain electronic communications from Billetto are responsive to User requests. For example, Billetto must email a ticket on behalf of the Organiser to any Users who purchase it on the platform.


Similarly, Billetto will respond to emails sent to our customer service team via the email address provided.


These responsive and transactional communications will always be sent, regardless of the User’s “Opt out” status.


9.2.4 Data Retention

Regardless of your “Opt out” status, we may retain your Personal Data in accordance with this Privacy Policy. We will, however, no longer use this data to contact you.


Please note: Organisers who have received your Personal Data in accordance with this Privacy Policy may still continue to use that Personal Data to contact you if their own privacy policy allows for that. However, they may no longer use the Billetto platform to do so.


10. Exclusions


10.1 Personal Data Users Provide to Others

This Privacy Policy does not apply to any Personal Data that a User may provide to another User through the Services or other means. This includes Personal Data provided to Organisers on event pages or information posted publicly on the Services.


10.2 Links to Third Party Sites

This Privacy Policy applies only to the Services. Billetto Services may contain links to other websites that are not operated or controlled by Billetto ("Third-Party Sites").


The policies and procedures described in this Privacy Policy do not apply to Third-Party Sites. Links from Billetto to Third-Party Sites do not in any way imply that Billetto endorses or has reviewed these sites. We suggest that Users contact such sites directly for any information on their privacy policies.


11. Users under 17

If you are aged 16 or under, please get your parents’ / guardians’ permission beforehand whenever you provide personal information to Billetto.


12. Ongoing Changes To Privacy Policy

The Services and nature of Billetto’s business may change from time to time. As a result, we might find it necessary to update or modify this Privacy Policy. Billetto reserves the right to do so at any time. We may, but are not required to, provide you with additional notice of such updates via email or notifications on the Services.


Users are encouraged to periodically review this Privacy Policy, especially before providing any Personal Data to Billetto. Continued use of the Services following any updates or changes to this Privacy Policy counts as acceptance of these changes.


If a User finds such changes to the Privacy Policy unacceptable, the User should stop using the Services in any manner.


13. Resolving Disputes

If you have a complaint about Billetto's practices regarding the use of Personal Data, please write to us at: support@billetto.com. We will take reasonable steps to work with you in an attempt to resolve your complaint.


14. Transfer of Personal Data to a Third Country

We may transfer your personal information to countries other than the country in which you are resident. Our website servers are mainly located in the EU. However, our group companies and third-party service providers and partners operate in a number of countries, including the US. This means that when we collect your personal information, we may process it in any of these countries.


We implement appropriate safeguards to protect your personal information in those countries in accordance with this Privacy Policy by securing, in our contracts with suppliers and others, that the level of protection is according to GDPR. In the United States, we contract with Privacy Shield--certified companies.

Merchant Agreement

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The stipulations in this Merchant Agreement are incorporated into the Billetto Terms & Conditions by reference. No part of this Merchant Agreement will be deemed to modify in any manner any part of the Terms & Conditions.


This Merchant Agreement contains important information about the terms governing Billetto’s relationship with Organisers using our Services. Please read this Merchant Agreement carefully.


Definitions used in this agreement are explained in our Terms & Conditions.


1. Purpose of This Merchant Agreement

This Merchant Agreement outlines the terms and conditions that apply to Organisers using the Services to manage their events and ticketing. By accepting the Terms & Conditions, you agree to the terms of this Merchant Agreement and enter into a binding contract with Billetto.


2. Registered Organiser Information


2.1 Additional Details

If an Organiser creates a paid event on the Services, Billetto may require the Organiser to provide additional information about themselves or any entity they represent (“Additional Registration Details”). Organisers agree to provide such information in a timely and complete manner and to ensure it stays accurate by maintaining it.


2.2 Authorisation to Disclose

Organiser grants Billetto permission to share information relating to Organiser’s events and transactions on the Services with Billetto’s Payment Processing Partners and Organiser’s bank, where necessary.


2.3 Failure to Provide

Billetto reserves the right to suspend an Organiser’s account and to withhold any amounts due to Organiser if Organiser fails to provide accurate information or to do so within the specified timeframe.


3. Payment Process


3.1 General

3.1.1 Method of Payment

Billetto collects Ticket Proceeds on behalf of the Organiser and thereby acts as a limited payment collection agent through its own Payment Processing Partners. This is referred to as “Billetto Payment Processing” (“BPP”).

3.1.2 Role of Billetto

Other than acting as a limited collection agent on behalf of the Organiser, Billetto does not offer any banking, deposit taking, or similar financial services.


To facilitate BPP, Billetto relies on third-party gateways, payment processors, merchant acquirers, etc. ("Payment Processing Partners"). The rules and regulations of such Payment Processing Partners apply to both Billetto and Organisers.


Organisers may be shown a balance of Ticket Proceeds for their events when logging in to their Billetto account. Please note that this balance represents only a general unsecured claim against Billetto and not a store of value.

3.1.3 Confirmation Messages

Once a Consumer successfully places an order through Billetto, we will generate a confirmation message with a unique confirmation number for that Consumer’s order.


Organiser agrees to unconditionally honour such orders confirmed by Billetto. It is Organiser's duty to verify a Consumer's confirmation number or any event restrictions prior to the event taking place.

3.1.4 Applicable Fees

Billetto charges a service fee (“Billetto Service Fee”) for facilitating the sale of tickets, paid registrations, collections of donations, and sale of merchandise. Organiser agrees to pay the Billetto Service Fee by absorbing it in the ticket price. Alternatively, Organiser may decide that Consumers will pay the Billetto Service Fee, in which case such fee will be added to the total order price in addition to the ticket face value.


The Billetto Service Fee varies by country and processing currency. The current fees can be found here. Note that these fees are subject to change, which will be reflected accordingly.


Organisers may request additional Services such as marketing, equipment leasing, printed tickets, and so. Any such Services are provided at Billetto’s discretion and are covered by a separate written agreement. These additional Services may incur separate fees (“Secondary Fees”), which will be communicated to the Organiser before Organiser’s acceptance of these Services. The Billetto Service Fee and the Secondary Fees are collectively referred to as “Fees.”


Billetto may offer and charge Consumers for optional add-on services such as ticket insurance, postal delivery, and mobile ticket receipts. Fees for such services are not passed on to Organisers. Billetto has sole discretion to set and collect such fees from Consumers.

3.2 Billetto Payment Processing Procedure


3.2.1 Process

Payment processing takes place via Billetto’s Payment Processing Partners. Billetto transfers all Ticket Proceeds to the bank specified by the Organiser within five (5) business days after the event is successfully completed. It depends on the Organiser’s bank when the transfer will be visible on the Organiser’s account. This transfer is subject to:


  1. Deduction of all applicable Fees
  2. Billetto’s right to setoff against any amounts owed to us under this Merchant Agreement, the Terms & Conditions, or any other agreements between Billetto and the Organiser
  3. Any other deductions covered by this Merchant Agreement
  4. Any established reserves as described later in this Merchant Agreement


All payouts are made exclusively to the payout account provided by the Organiser on the Services under “Bank Details.” Organisers agree that Billetto relies solely on the bank details provided to facilitate the transfer of Ticket Proceeds, even if these details are inaccurate. Organisers agree to reimburse Billetto for any losses that result from our reliance on provided bank details.

3.2.2 Billetto as a Collection Agent

Organiser hereby appoints Billetto as a limited payment collection agent for the sole purpose of collecting payments made by Consumers for Organiser’s events through Billetto’s Payment Processing Partners.


All payments made by a Consumer to Billetto are to be considered the same as payments made directly to Organiser. Organiser will provide all advertised goods and services to the Consumer as if Organiser had directly received the Ticket Proceeds from such Consumer, even where Billetto is yet to transfer such Ticket Proceeds.


Organiser agrees that in its role as limited agent, Billetto is authorised to:


  1. Enable Consumers to transfer tickets, where this is permitted by the Organiser
  2. Retain and disburse Ticket Proceeds on Organiser's behalf as outlined in this Merchant Agreement;
  3. Issue refunds to Consumers
  4. Manage credit card chargebacks


Billetto assumes no liability for Organiser’s acts or omissions. Organiser understands that Billetto's obligation to transfer Ticket Proceeds to the Organiser is conditional upon receiving these Ticket Proceeds from Consumers.

3.2.3 Prepayments

All Ticket Proceeds for a given event are earned by Organiser only after the conclusion of the applicable event.


If agreed upon in a separate written agreement, Billetto may transfer a portion of Ticket Proceeds to Organiser prior to completion of the applicable event (“Prepayments”). Organiser agrees that such Prepayments are merely advances of amounts that may become due to Organiser.


Billetto may at any time terminate or suspend Organiser's right to receive Prepayments or alter the terms of such Prepayments made to Organiser. In addition, Billetto may demand back such Prepayments depending on refunds, chargebacks, customer complaints, suspicions of fraud, any breaches of the Terms & Conditions and this Merchant Agreement, and similar reasons. In such cases, Organiser is to promptly pay back the amount demanded.

3.2.4 Event Cancellations & Failure to Perform

In case of a cancelled event or risk of cancellation and other non-performance, Billetto will make no payments to the Organiser, unless Billetto receives adequate security for Organiser's obligations under this Merchant Agreement.


No Ticket Proceeds will be earned until the event is successfully completed. If a Prepayment has already been made to an Organiser of a cancelled event, that Organiser is to promptly return such Prepayment to facilitate any refunds. If an Organiser fails to remit an amount sufficient to cover refunds, Organiser agrees that this amount will become due and owing from the Organiser to Billetto, until it has been repaid in full.


3.2.5 Right of Setoff & Reserves

Billetto has the right to retain a percentage of fees to fund a reserve as necessary to secure the performance of Organiser’s obligations or to protect Billetto against fraudulent or erroneous activity.


This right to hold a reserve will be in place until Organiser discharges all its obligations under any applicable agreements with Billetto or otherwise provides Billetto with adequate security for such obligations.


The reserve is also subject to the right of setoff. If any such setoff does not fully cover the amount due by the Organiser under any applicable agreement, this amount will become due and owing from the Organiser to Billetto, until it has been repaid in full.


3.2.6 Chargebacks & Reversals

Organiser is liable for any credit card chargebacks and similar transaction reversals against Billetto with respect to Organiser’s events, except where such chargebacks are caused solely by Billetto’s negligence or wilful misconduct. Organiser is also liable for any additional fees incurred by Billetto in connection with such chargebacks. When asked to do so, Organiser agrees to promptly and fully reimburse Billetto for such amounts.


Billetto will use reasonable efforts to represent such chargebacks and reversals on behalf of the Organiser. Organiser agrees to use reasonable efforts to cooperate with Billetto in case of such representment. However, Billetto has no obligation to represent any chargeback it believes it is likely to lose or if the that relates to a transaction that is to be refunded according to refund policy.


3.2.7 Currencies

BPP Service is only available for certain currencies and for Organisers in certain locations. Ticket Proceeds collected in a currency may only be transferred to Organiser in that currency. Billetto does not offer currency conversions. Different payment processing options may be available depending on the currency and location.


3.2.8 E-Invoicing

Additional terms apply if the Organiser elects to use the “E-Invoicing” option.


If “E-invoicing” is enabled, Consumers will have the option to select “Pay with E-Invoice” as a method of payment during checkout. In such cases, Billetto will collect Consumer data necessary to issue the invoice and pass this data on to the Organiser.


It is the Organiser’s responsibility to:


  1. Issue the invoice to the relevant Consumer
  2. Collect the payment directly from the Consumer
  3. Mark the order as “Paid” in the designated area of the Services


Once an order is marked as “Paid,” Billetto will send the order confirmation and issue a ticket to the Consumer in accordance with Terms & Conditions and this Merchant agreement. Please note that with “E-Invoicing,” the transaction takes place solely between Organiser and the applicable Consumer. Billetto does not facilitate and is not liable for this transaction.


3.3 Refunds


3.3.1 Refund Policy & Process

Any and all refunds relate solely to the face value of the ticket. Additional Fees such as the Billetto Service Fee are not refunded.


It is up to the Organiser to set and communicate the Organiser’s refund policy, as long as it does not conflict with the Terms & Conditions, this Merchant Agreement, or any other agreement between Billetto and the Organiser. Such refund policy must also follow the minimum requirements as set out in Organiser Refund Policy Requirements.


Refunds must be approved by Organiser and will be processed by Billetto. In case of cancellation or non-performance of an event, refunds are subject to the following requirements:


  1. If the event is cancelled, Organiser agrees to return, within 5 days of the cancellation, any applicable Prepayments to Billetto so that refunds can be processed.
  2. Organiser agrees that no refunds will take place outside of the Billetto platform.
  3. Organiser agrees to inform Consumers of the event cancellation as soon as reasonably possible and no later than the event start time.
  4. Organiser must ensure that the Organiser contact information provided is sufficient to enable Consumers to make refund requests.
  5. Organiser agrees that Billetto has the right to charge the Organiser for the cost of chargebacks in connection with the cancelled event.


3.3.2 Disputes Regarding Refunds

All disputes regarding refunds are between Organiser and its Consumers. Billetto may try to mediate a dispute, but it is the Organiser’s obligation to settle such a dispute. At all times, Billetto will have the right to make refunds on Organiser’s behalf as outlined below.


3.3.3 Mandatory Refunds

Notwithstanding the foregoing, Organiser authorises Billetto to make refunds in the following situations:


  1. Organiser specifically authorises the refund.
  2. There is a significant discrepancy between the event description presented to a Consumer and the actual event.
  3. Consumers are unable to attend the event due to Organiser’s failure to plan for capacity, entry and exit, and similar matters, or Consumers would be subjected to safety concerns by attending the event.
  4. Billetto believes in its discretion that specific orders should be refunded under the Organiser's posted refund policy or Billetto's Terms & Conditions and other agreements.
  5. Billetto expects the refund request, if not granted, to result in a chargeback that Billetto is likely to lose.
  6. Organiser failed to post a refund policy on the applicable event page and Billetto believes (in its discretion) that granting a refund is reasonable under the circumstances.
  7. Billetto believes in its discretion that specific orders are fraudulent.
  8. Billetto believes in its discretion that the order is a duplicate.


Billetto is also authorised to make refunds if it believes in its sole discretion that:


  1. Organiser has made misrepresentations or is engaged in fraudulent activity.
  2. There is substantial risk of Organiser’s failure to perform with respect to the applicable event or future events.
  3. Billetto is likely to receive complaints, refund requests, chargebacks, and similar claims affecting a significant amount of Consumer orders.
  4. Organiser has used the Services to process Prohibited Transactions or manage Prohibited Events or if failure to make a refunds would expose Billetto to legal liability.


Organiser agrees to promptly and fully reimburse Billetto for any refunds made, other than where such refunds arise out of Billetto's negligence or willful misconduct.


If an Organiser does not remit funds to Billetto that are sufficient to cover such mandatory refunds, this amount will become due and owing from the Organiser to Billetto, until it has been repaid in full.


3.4 Non-Exclusive Remedies & Taxes


3.4.1 Non-Exclusive Remedies

If Organiser fails to pay any amount owed to Billetto in accordance with any applicable agreement for the Services provided, Billetto may to the extent permitted by applicable law:


  1. Withhold and use any amounts due to Organiser setoff the amount owed to Billetto by Organiser.
  2. If Organiser’s outstanding balance is insufficient to cover the amount due, send an invoice to Organiser for the amount owed.


Organiser agrees to pay such invoiced amounts within thirty (30) days after the date of the invoice. If such payment is not made by Organiser, Billetto reserves the right to suspend or terminate Organiser's registration for any Services provided by Billetto. Additionally, such unpaid amounts are subject to collections.


3.4.2 Collections & Costs of Recovery

Billetto reserves the right to pursue any unpaid amount for collections if such amount is not paid within thirty (30) days after the invoice date. Upon demand, Organiser agrees to promptly and fully reimburse Billetto for costs incurred in collecting any amounts due under applicable agreements between Billetto and Organiser.


If Organiser does not respond to a collection notice, BIlletto reserves the right to pursue outstanding amount owed through applicable legal means.


3.4.3 Taxes

Organisers are solely responsible for determining which taxes, duties, etc. apply to Organiser’s use of the Services, as well as for collecting and reporting the correct amount to applicable authorities.


If Biletto is required by a governmental authority to pay any taxes attributable to Organiser’s use of the Services, Organiser agrees to promptly and fully reimburse Billetto for the taxes and any expenses related to them.


Due to sales tax regulations of the European Union (the "EU"), Billetto is required to collect Value Added Tax ("VAT") from all Ticket Proceeds and Fees. It is Organiser’s responsibility to remit applicable Ticket Proceeds VAT to the relevant tax authority. We collect VAT in accordance with the standard VAT rate in the applicable country. The actual VAT rate may depend on numerous factors and is evaluated on a case-by-case basis.


3.5 Unclaimed Funds

If there is no activity on an Organiser’s account for a period of time specified in applicable unclaimed property laws and Billetto holds funds related to the account, Billetto will give Organiser due notice as required by applicable laws.


If the funds are unclaimed within the timeframe stated in the notice, Billetto will dispense with the funds in accordance to applicable laws.


4. Prohibited Events & Transactions


4.1 Prohibited Events

Organisers may not post events or engage in activities on the Services that:


  1. Violate or facilitate the violation of any applicable law
  2. Contain any Content that would violate the Terms & Conditions


Any event falling into the above category is considered a “Prohibited Event.”


4.2 Prohibited Transactions

Organisers may not use BPP to process any of the following transactions:


  1. Transactions related to adult content or activities, illegal goods or services, purchase of crypto-currency, lotteries, or gambling.
  2. Transactions that are fraudulent or criminal in nature.
  3. Transactions that do not relate to bona fide purchase of tickets, donations, or other items and services related to events.


Any transaction falling into any of the above categories is considered a "Prohibited Transaction."


4.3 Remedies

If Organiser posts a Prohibited Event or processes or attempts to process a Prohibited Transaction, Billetto may take any or all of the following actions, as well as pursue other remedies allowed by applicable laws:


  1. Suspend or terminate Organiser’s Billetto account.
  2. Modify or remove any Prohibited Event, in full or in part.
  3. Block or reverse/refund any and all Organiser transactions.
  4. Retain any funds associated with Organiser’s account as required by applicable laws
  5. Without notice to Organiser, refer Organiser and related events or transactions to applicable law enforcement agencies for further action.


5. Organiser Representations & Warranties

Organisers represent and warrant to Billetto that:


  1. Where Organiser represents an entity, that the entity validly exists and is in good standing under applicable laws.
  2. Organiser (or the entity Organiser represents) has the authority to enter into this Merchant Agreement and carry out the transactions outlined within.
  3. That entering and acting upon this Merchant Agreement will not result in any breach of or constitute default under any applicable laws.
  4. Where Organiser represents an entity, that the Organiser has the full legal right and authority to bind such entity to the terms of this Merchant Agreement or other applicable agreements with Billetto.


Organisers represent and acknowledge that they (not Billetto) are solely responsible for correctly ticketing their events and only honouring valid tickets. Organisers understand and agree that Billetto is not liable for any costs arising from Organisers honouring presented tickets that are invalid or procured through deceptive practices.


6. Right to Termination

In addition to other provisions detailed in Terms & Conditions, Billetto may terminate this Merchant Agreement and Organiser’s right to use the Services if:


  1. Organiser is in violation or breach of any provision of this Merchant Agreement.
  2. If Billetto’s Payment Processing Partners in their sole discretion terminate Billetto’s right to provide the BPP Service or Organiser’s right to accept payments via the BPP Service.
  3. If Billetto is served with legal process seeking to attach or garnish any of your funds or property in Billetto's possession.

Organiser Refund Policy Requirements

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Organisers of paid events hosted on Billetto will are subject to the following Refund Policy Requirements. The rights and obligations within these Refund Policy Requirements are in addition to and are incorporated into the Terms & Conditions by reference.


1. Organiser Refund Policies


1.1 Minimum Requirements

Refund policies vary between Organisers. That’s why Billetto Organisers are given flexibility to publish their own refund policies policies with respect to their events. However, any such policy must meet the following minimum requirements:

  1. The policy must be posted on the applicable event page
  2. We allow “no refund” policies, as long as they are clearly identified as such and comply with the rest of these minimum requirements
  3. All refund policies including “no refund” ones must allow for refund or other compensation in case of failure to provide advertised goods and services
  4. Refund policies must comply with all applicable laws
  5. Refund policies must include clear instructions on how to obtain a refund, including how, when, and where to direct a refund request
  6. Any changes to a refund policy cannot apply retroactively to purchases made prior to the date of such change
  7. Refund policies must specify a response timeframe for refund requests, which should not exceed (7) business days
  8. Refund policies must otherwise be fair and reasonable


If no refund policy is posted or a policy does not meet these minimum requirements, Billetto may modify such policy to meet these requirements. Modification may involve prospectively making changes to the Organiser's posted refund policy or retroactively applying such changes in case of a dispute, chargeback, or refund request.


1.2 Processing of Refunds

To initiate a refund request, Consumers should contact the Organiser directly by following the directions in the applicable refund policy posted by the Organiser. If the policy does not include such contact information, Consumer should use the “Contact Organiser” button on the event page. Organiser agrees to administer its refund policy in accordance with the terms outlined on the applicable event page and the “Minimum Requirements” stated above.


When a Consumer requests a refund and the Organiser does not respond by either refunding or denying the request after seven (7) days, Billetto may execute the refund on behalf of the Organiser.


1.3 Review by Billetto

If an Organiser fails to honour a refund request that complies with the applicable refund policy, the Consumer may request that Billetto initiate a refund by contacting us. Billetto will review the case and determine whether a refund is justified. Billetto will aim to complete its review within thirty (30) days of being contacted by the Consumer. Billetto’s decisions with respect to these Refund Policy Requirements shall be final and binding on both Organiser and Consumer.


2. Guarantees Not Given

These Refund Policy Requirements do not constitute an offer to guarantee or insure the performance of any Organiser. There is no guarantee that refunds will be issued in any given situation.

Data Processing Addendum for Organisers

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This Data Processing Addendum ("DPA") applies to Organisers who are subject to the EU General Data Protection Regulation (2016/EC/679) or "GDPR" and require Billetto to process Personal Data on their behalf as part of Organiser's use of the Services. Refer to Terms & Conditions for further information.


Definitions

In this DPA references to "you" means the Organiser and references to "we", "us", "our" and "Billetto" means Billetto.


The terms of this DPA are hereby incorporated into any other applicable service agreement between Organiser and Billetto ("Agreement"). With regard to the processing of Personal Data, if there is a conflict between the Agreement and this DPA, the DPA will control.


However, if Organiser and Billetto have negotiated separate data processing terms that differ from this DPA but fully meet all requirements of Applicable Data Protection Laws, those negotiated terms will control.


The terms "Data Controller", "Data Processor", "Data Subject", "Processing" and "Personal Data" have the meanings ascribed to them in Applicable Data Protection Laws.


"Data Security Breach" means a breach of security that results in accidental or unlawful destruction, alteration, or unauthorised access or disclosure of any Personal Data.


"Technical and Organisational Security Measures" refers to measures taken by Billetto to protect Personal Data against unauthorised Processing and accidental loss or disclosure,


1. Applicability & Scope


1.1 Organiser as Data Controller

For the purposes of Applicable Data Protection Laws, an Organiser using Billetto is a Data Controller of the Personal Data associated with an individual using Billetto Services to register for or purchase a ticket to attend such Organiser's event ("Consumer"). Organiser agrees to Process such Personal Data in accordance with Organiser's obligations under Applicable Data Protection Laws.


1.2 Billetto as Data Processor and Data Controller

Where Billetto Processes the Personal Data of Consumers on behalf of Organiser as part of the Services, Billetto is a Data Processor in performing such Processing and Organiser is the Data Controller. This includes circumstances where Billetto obtains Personal Data as a result of the provision of its core ticketing services, such as processing payments, providing reports and tools to help Organisers gain insights into their sales channels, etc.


In respect of some Processing of Consumers' Personal Data, Billetto may act as a Data Controller, such as where Consumers engage with Billetto beyond the functions relating to Organiser’s event or where Billetto conducts research and analysis to improve its products and features.


To the extent that Billetto Processes Personal Data as a Data Processor on behalf of Organiser, Section 2 of this DPA shall apply. When Billetto is acting as a Data Controller of Consumers' Personal Data, Billetto's Processing shall not be subject to this DPA. Such data is processed by IT systems specified in the “Billetto Sub-Processors” list.


1.3 Personal Data Details

Details about the Personal Data to be Processed by Billetto and the Processing activities to be performed under the Agreement are as follows:


  1. Duration: As set out in the Agreement
  2. Nature, purpose and subject matter: To enable Organiser to organise and promote events and manage ticketing using Billetto Services
  3. Data categories: Name, email address, billing and payment information, information related to events booked and attended, relationship to Organiser, and any other Personal Data that Organiser requests of its Consumers
  4. Data subjects: Consumers


2. Data processing clauses


2.1 Whenever Billetto Processes Personal Data on behalf of Organiser, Billetto shall:


2.1.1 Process Personal Data only on the documented instructions of Organiser, unless required to do otherwise by applicable law. Billetto shall inform Organiser of the legal requirement before Processing Personal Data other than in accordance with Organiser's instructions, unless that same law prohibits Billetto from doing so on important grounds of public interest. Billetto will notify Organiser if in its opinion an instruction is in breach of Applicable Data Protection Laws. Organiser hereby instructs Billetto, and Billetto hereby agrees, to Process Personal Data as necessary to perform Billetto's obligations under the Agreement and for no other purpose.


2.1.2 Have in place Technical and Organisational Security Measures to protect Personal Data.


2.1.3 Notify Organiser in the event of a Data Security Breach without undue delay and provide cooperation and assistance to Organiser to enable Organiser to comply with its obligations as a Data Controller in relation to data breach notification requirements.


2.1.4 Ensure that its personnel are subject to binding obligations of confidentiality with respect to Personal Data.


2.1.5 Impose obligations on its sub-processors that have access to Personal Data that are the same as or equivalent to those set out in this Section 2 and remain fully liable to Organiser for any failure by a sub-processor to fulfil its obligations in relation to the Personal Data.


2.1.6 Provide reasonable assistance to Organiser in responding to rights requests under Applicable Data Protection Laws, complaints, or other communications received from any data protection authority or individual who is the subject of any Personal Data Processed by Billetto. In the event that a Consumer submits a Personal Data deletion request to Billetto, Organiser hereby instructs and authorises Billetto to delete or anonymise the Consumer's Personal Data on Organiser's behalf.


2.1.7 Upon Organiser's written request, make available to Organiser all information reasonably necessary to demonstrate its compliance with the obligations set out in this Section 2, and allow for and cooperate with any audits.


2.1.8 Except for that Personal Data with respect to which Billetto acts as a Data Controller, return, delete, or destroy the Personal Data and copies thereof, at Organiser's request (unless applicable law requires the storage of such Personal Data or when the contract is terminated).


2.1.9 Transfer of Personal data to a third country

The Data Controller accepts that Data Processor may transfer personal data to a third country, i.e. a country outside the EU. Data Processor will be required to ensure that such transfer is at all times lawful, including that there is an adequate level of protection of the transferred personal data. Same obligation applies in relation to Data Processor's use of sub-processors in third countries.


2.2 Organiser hereby consents to Billetto's use of sub-processors listed on Billetto's website to Process Personal Data on its behalf.


2.3 Organiser hereby consents to Billetto appointing additional and replacement sub-processors ("Replacement Sub-Processors") to Process Personal Data on its behalf.


Billetto shall give notice to Organiser of the identity of Replacement Sub-Processors via Billetto's website. Organiser is responsible for regularly checking and reviewing Billetto's website for any such changes and Billetto's website shall be the sole means of Billetto communicating any such changes.


3. Liability.

See Terms & Conditions.

Data Processing Addendum for Processors and Sub-Processors

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This Data Processing Addendum ("DPA") shall govern any services provided to Billetto and its Affiliates ("Billetto") by you ("you," "your," or "Vendor") as a Processor or Sub-processor (as defined below) (the "Services").


You and Billetto shall each be referred to herein as a "Party" and together as "Parties.” This DPA supplements, is incorporated into, and will remain in effect for the term of any agreement between the Parties. The Parties agree as follows:


1. Definitions

Capitalised terms used but not defined in this DPA shall have the same meanings as set out in the Agreement, if applicable. For the purposes of this DPA:


1.1 "Affiliate(s)" means any person or entity that controls, is controlled by, or is under common control with such entity.


1.2 "Applicable Privacy Laws" means all applicable privacy and data protection laws and regulations anywhere in the world.


1.3 "Controller" means the natural or legal person or entity who determines the purposes and means of the processing of Personal Data.


1.4 "Data Breach" means a breach of security leading to accidental or unlawful destruction or accidental loss, alteration, unauthorised disclosure or access, and all other unlawful forms of processing of Billetto Data.


1.5 "Billetto Data" means any and all data including Personal Data that is provided to Vendor or otherwise collected and/or accessed by Vendor on behalf of Billetto and/or its Affiliates in the course of providing the Services under the Agreement. Any Billetto Data that is Personal Data is hereby referred to as "Billetto Personal Data".


1.6 "Personal Data" means any information relating to an identified or identifiable natural person.


1.7 "Processor" means an entity that processes Personal Data on behalf of, and in accordance with the instructions of, a Controller.


1.8 "Sub-processor" means an entity engaged by a Processor who agrees to receive from the Processor Personal Data exclusively intended for the processing activities to be carried out as part of the Services.


1.9 "Vendor" means the individual or entity which has entered into the Agreement with Billetto.


2. Roles & Data Details

2.1 For purposes of this DPA, Billetto may act as a Controller, or it may act as a Processor of one of its customers. Vendor therefore acknowledges that it may act as a Processor of Billetto or a Sub-processor of Billetto. Where Billetto acts as a Processor, Billetto is obligated contractually and / or under Applicable Privacy Laws to flow down certain data protection related obligations to its appointed Sub-processors. Therefore all obligations placed on Processors in this DPA shall apply to Vendor regardless of whether Vendor acts as a Processor or Sub-processor.


2.2. The nature, purpose and subject matter of Vendor's data processing activities performed as part of the Services are set out in the Agreement. The Personal Data that may be processed may relate to event organisers, attendees, employees, contractors, and contacts and may include name, email address, billing and payment information, events booked, organised, and attended and any other Personal Data that may be processed pursuant to the Agreement.


3. Processing of Data by Vendors

3.1 Vendor warrants and undertakes to process Billetto Personal Data only for the limited and specified purposes set out in the Agreement and/or as otherwise lawfully instructed by Billetto in writing (email or otherwise), except where otherwise required by applicable law. Vendor will immediately inform Billetto if, in its opinion, an instruction is in breach of Applicable Privacy Laws.


3.2 Where Vendor processes Billetto Personal Data originating from the EU, EEA, the UK and/or Switzerland, and Vendor transfers such Billetto Personal Data to a country not deemed by the European Commission as providing adequate protection for Personal Data, Vendor warrants and agrees to: (i) comply with its obligations under Applicable Privacy Laws; and (ii) provide at least the same level of protection to Billetto Personal Data as is required by the Privacy Shield Principles and/or as Billetto may otherwise reasonably require, in accordance with Applicable Privacy Laws, to ensure an adequate level of protection for Billetto Personal Data. Vendor agrees to notify Billetto promptly in writing of its inability to meet its obligations and to take all reasonable and appropriate measures to remedy any non-compliance and/or cease processing Billetto Personal Data, as determined by Billetto in its sole discretion.


Where Vendor has not certified to the Privacy Shield Framework Principles, Vendor warrants and agrees to: (i) the Standard Contractual Clauses as defined here and (ii) implement the necessary technical and organisational security measures before processing the Billetto Personal Data.


4. Confidentiality & Protection from Breach

4.1 Vendor shall ensure that any person that it authorises to process the Billetto Data (including Vendor's staff, agents and subcontractors) shall be subject to a duty of confidentiality.


4.2 Vendor shall ensure it implements and maintains throughout the term of the Agreement, or duration of its services to Billetto as a Processor or Sub-processor, appropriate technical and organisational measures to protect Billetto Data, including protection against Data Breaches. Where Vendor is Privacy Shield certified, in accordance with Section 3 of this DPA, such measures shall, at a minimum, include at least the same level of privacy protection as is required by the Privacy Shield Principles.


5. Use of Sub-processors

Vendor shall notify Billetto of any Sub-processors it uses in respect of Billetto Personal Data, and Vendor shall:

  1. Ensure that any Sub-processor is contractually bound in writing to provide at least the same level of protection as is required by this DPA and complies with Applicable Privacy Laws
  2. Be fully responsible for, and liable to Billetto for acts and omissions of any Sub-processor as if they were Vendor's own act or omission
  3. Upon request, provide Billetto with details of any Sub-processors appointed.


6. Rights of Data Subjects & Vendor’s Cooperation

Vendor will provide at Vendor’s expense all assistance reasonably required by Billetto to enable Billetto to:


  1. Respond to, comply with or otherwise resolve any rights request, question, or complaint received by Billetto (or a Billetto customer) from any living individual whose Personal Data is processed by Vendor on behalf of Billetto or any applicable formally designated data protection authority
  2. Comply with (and demonstrate compliance with) its obligations under Applicable Privacy Laws. In the event that any such request, question, or complaint under this Section 5 is made directly to Vendor, Vendor shall inform Billetto and provide full details of the same.


7. Information & Auditing

On reasonable prior written notice, Vendor agrees to provide Billetto (or its appointed auditors) with all information Billetto deems reasonably necessary for Billetto to audit Vendor's compliance with the requirements of this DPA, including completion of audit questionnaires, provision of security policies and summaries of assessments of compliance with any industry standards, penetration testing, and vulnerability scans. All such auditing is at Vendor’s expense.


8. Procedure in Case of Data Breach

In the event of a Data Breach, Vendor will take only the following actions (unless authorised by Billetto):


8.1 Promptly notify Billetto without undue delay (and latest within 24 hours of becoming aware of the Data Breach) and provide Billetto with a reasonably detailed description of the Data Breach, the type of data that was the subject of the Data Breach and the identity of each affected person as soon as such information can be collected or otherwise becomes available, as well as any other information that Billetto may reasonably request relating to the Data Breach.


8.2 Promptly (and latest beginning within 24 hours of becoming aware of the Data Breach) investigate the Data Breach, make reasonable efforts to mitigate the effects and harm of the Data Breach in accordance with its obligations under Section 4 above, and provide any other assistance that Billetto may reasonably request relating to the Data Breach.


9. Return or Destruction of Data

Upon termination or expiry of this DPA (see Terms & Conditions), Vendor shall (at Billetto's election) destroy or return to Billetto all Billetto Data and copies of such Data in its possession or control (including any Billetto Data subcontracted to a third party for processing), unless any applicable law requires Vendor to retain Billetto Data.


10. Indemnity

Vendor will indemnify, keep indemnified and hold harmless Billetto, its clients, officers, directors, employees, agents, representatives and Affiliates (each an "Indemnified Party") from and against all third-party loss, harm, cost (including reasonable legal fees and expenses), expense and liability that an Indemnified Party may suffer or incur as a result of Vendor's non-compliance with the requirements of this DPA.


11. Other Provisions

Except for the changes made by this DPA, the Agreement and/or any other agreements related to the Services remain unchanged and in full force and effect.


With respect to provisions regarding processing of Personal Data, in the event of a conflict between the Agreement and this DPA, the provisions of this DPA shall control. In the event of a conflict between this DPA and any other provision of the Agreement between you and us, this DPA will control; except where you and Billetto have individually negotiated data processing terms that are different from this DPA and which meet the requirements of Applicable Privacy Laws in full, in which case those negotiated terms will control.

Billetto Sub-Processors

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Billetto works with the below third parties ("Sub-Processors") to provide specific functionality. To perform their functions, these Sub-processors access Personal Data as defined in the Data Processing Addendum for Organisers.


Financial Sub-Processors

  • STRIPE (IR)
  • Valitor (DK)
  • Lånlet (DK)
  • MobilePay (DK)
  • Navision (ERP)

Hosting

  • EngineYard
  • Google Cloud
  • Amazon AWS
  • Imgix
  • Hetzner
  • KeyCDN
  • Linode
  • Redislabs
  • Genia
  • Honeybadger
  • Buffer

Community Communication

  • Mailchimp
  • Google Apps
  • Microsft office
  • Intercom email
  • Mailchimp
  • Zendesk
  • Flowdock
  • SalesForce
  • Zapier
  • SalesForce

Service Providers

  • Euler hermes
  • Nexmo
  • Postnord
  • Europæiske rejseforiskring

Marketing & Analytics

  • Mapbox
  • Advative.io
  • Facebook & Instagram
  • Google ads
  • Microsoft Bing