Operator Terms of Use

This agreement is made between RezTickets Limited (registered in England and Wales, company number 16994999), trading as RezTickets.com ("RezTickets", "we", "us" or "our"), and the business using the RezTickets platform ("you", "Operator" or "Customer").

By accessing or using the RezTickets platform, you agree to these Terms of Use. If you do not agree, you must not access or use the Platform.

These Terms apply to business users only. The Platform is not intended for Operators acting as consumers.

Our contract with you

You enter into a binding agreement with RezTickets when you create an account, click to accept these Terms, sign an order form, access the Platform, or otherwise use the Services.

If you use the Platform on behalf of a business, company, partnership, charity, organisation or other entity, you confirm that you have authority to bind that entity to these Terms.

If you do not agree to these Terms, you must not create an account, access the Platform or use the Services.

RezTickets may amend these Terms from time to time in accordance with clause 44. Certain features, services, pricing plans, support arrangements or integrations may also be subject to additional terms, policies or notices published by RezTickets or agreed in writing.

1. Definitions

"Applicable Laws" means all laws, regulations, regulatory guidance, codes and requirements applicable to the Operator, RezTickets, the Platform, End Users, bookings, payments, data protection, consumer rights, tax, safety, accessibility, marketing and the activities or services offered by the Operator.

"Chargeable Transaction" means any booking, reservation, voucher issuance or redemption, deposit, amendment, refund, cancellation, payment, or other transaction processed, created, managed or recorded through the Platform.

"Data Protection Laws" means UK GDPR, the Data Protection Act 2018, PECR, and any other applicable data protection, privacy or electronic communications laws.

"DPA" means the Data Processing Addendum set out in Schedule 1 of these Terms.

"End User" means a customer, attendee, participant, ticket holder, purchaser, parent, guardian or other person who makes or is connected with a booking for an activity or service offered by the Operator using the Platform.

"End User Booking Terms" means the RezTickets End User Booking Terms presented to End Users at checkout, as amended from time to time.

"Fees" means all charges payable to RezTickets under the applicable pricing plan, fee schedule, order form, invoice or agreed commercial terms.

"Operator Content" means all listings, descriptions, prices, images, media, policies, questions, terms, notices, availability, settings, messages and other content created, uploaded, configured or supplied by the Operator.

"Platform" means the RezTickets booking, reservation, payment, reporting, communication and related technology platform, including website widgets, dashboards, APIs, integrations, support tools, analytics tools and other features made available by RezTickets.

"Services" means access to and use of the Platform.

"Third-Party Services" means third-party platforms, tools, services, software, payment providers, communication providers, hosting providers, analytics providers, AI tools, APIs, integrations or websites used with, linked from, or integrated into the Platform.

2. Nature and scope of the Services

RezTickets provides technology that helps Operators sell, manage and report on bookings, reservations, tickets, vouchers and related transactions. RezTickets does not provide, operate, control or deliver the activities, events, experiences, tickets or services sold by the Operator.

All contracts for activities, events, experiences, services, tickets or related products are formed directly between the Operator and the End User. The Operator is responsible for delivery, fulfilment, customer service, refunds, cancellations, attendance, safety, suitability, licences, permissions, accessibility, insurance and compliance relating to those activities or services.

RezTickets does not act as the Operator’s agent, partner, reseller, merchant of record, representative, employment agency, fiduciary, franchisee or joint venturer unless RezTickets expressly agrees otherwise in writing.

RezTickets does not verify the accuracy, legality, quality or safety of Operator Content before it is published unless RezTickets expressly agrees to do so in writing.

3. Platform availability, service levels and changes

RezTickets will use reasonable efforts to make the Platform available. The Platform is provided on an "as is" and "as available" basis and may be affected by maintenance, updates, third-party services, technical issues or events outside RezTickets’ control.

RezTickets may modify, replace, suspend, withdraw, discontinue or restrict any part of the Platform, including features, workflows, reports, dashboards, integrations, pricing tools, widgets, APIs, AI-assisted tools, documentation and support channels.

Unless expressly agreed in a signed service level agreement, RezTickets does not guarantee uninterrupted availability, error-free operation, continuous security, specific functionality or any minimum level of bookings, revenue, sales, conversion, attendance or profit.

Where practicable, RezTickets may give advance notice of scheduled maintenance or material changes, but may act without notice where required for security, legal, payment, operational or compliance reasons.

4. Operator responsibilities

The Operator is responsible for operating its business and using the Platform lawfully. This includes responsibility for:

• accurate, complete and lawful listings, prices, availability, descriptions, images, policies, communications and Operator Content
• delivery, safety, quality, suitability, accessibility and legality of all activities, services, experiences, tickets and events
• all licences, permits, authorisations, insurance, risk assessments, safeguarding, health and safety arrangements and staff checks required for its activities or services
• customer service, cancellations, refunds, amendments, complaints, attendance issues, disputes and communications with End Users
• compliance with Applicable Laws, including consumer law, advertising law, marketing law, data protection law, tax law, payment rules, accessibility requirements and sector-specific regulations
• its own terms, policies, cancellation rules and customer notices, including making sure they are lawful, accurate and consistent with these Terms and the End User Booking Terms
• clear pre-booking information about age restrictions, safety notices, accessibility restrictions, medical requirements, participation rules, venue rules, weather restrictions and cancellation terms
• suitable hardware, software, internet connectivity, staff training and internal procedures needed to use the Platform.

The Operator must not suggest that RezTickets is the provider, operator, organiser, agent, reseller or guarantor of any activity, service, ticket, event or experience.

5. Consumer law, customer terms and checkout information

The Operator is responsible for complying with consumer protection laws and regulations that apply to the activities, services, experiences, tickets or events it sells through the Platform.

This includes accurate descriptions and pricing, clear cancellation and refund terms, fair customer terms, lawful promotional claims, mandatory pre-checkout information, complaints handling, accessibility information, age restrictions, suitability warnings and any cancellation-right exemptions or sector-specific rules that apply.

The Operator is responsible for making sure that all prices, booking fees, mandatory charges, taxes, delivery charges, booking conditions, cancellation terms and other material information are presented to End Users clearly, accurately and lawfully before checkout.

The Operator must not use the Platform in a way that conceals, misstates or delays disclosure of mandatory charges, material terms, tax treatment, cancellation restrictions, booking rules, service limitations or customer obligations.

Where the Operator controls pricing, content, product configuration, tax settings, fee presentation or customer notices, the Operator and not RezTickets is responsible for any consumer law, advertising law, tax, pricing transparency or regulatory issue arising from those settings.

RezTickets is not responsible for any End User claim, complaint, chargeback, refund request, regulatory issue or dispute arising from the Operator’s activities, services, content, policies, omissions or legal obligations.

6. End User Booking Terms and checkout control

The Operator acknowledges and agrees that:

• all End Users must be presented with and required to accept the RezTickets End User Booking Terms as part of the booking process
• the Operator must not remove, alter, obscure, bypass, override or interfere with End User acceptance of those terms
• Operator terms, policies or communications must not conflict with the End User Booking Terms
• in the event of any conflict relating to platform use, Fees, liability allocation, payment mechanics, booking flow or technical processing, the RezTickets End User Booking Terms prevail.

RezTickets controls the booking flow, fee presentation, checkout structure and acceptance mechanics used by the Platform.

7. Authority to accept Terms

The person creating an account, accepting these Terms or using the Platform on behalf of the Operator confirms that they have authority to bind the Operator to these Terms.

The Operator is responsible for all acts and omissions of its employees, contractors, agents, representatives and authorised users in connection with the Platform.

RezTickets may rely on any acceptance, instruction, approval, configuration or communication given through the Operator’s account or by any person who reasonably appears to act for the Operator.

8. Order of priority

If there is any conflict between documents forming part of the commercial arrangement, the following order of priority applies unless expressly agreed otherwise in writing:

• any signed order form or written commercial agreement expressly agreed by RezTickets
• the DPA, but only for processor obligations required by Data Protection Laws
• these Terms
• any applicable pricing plan, support policy, product documentation, website pricing page or other online policy published by RezTickets.

Operator purchase orders, standard terms or other documents supplied by the Operator do not apply unless expressly accepted by RezTickets in writing.

9. Fees and payment

Fees are payable per Chargeable Transaction in accordance with the pricing plan, fee schedule, order form or agreed commercial terms in effect at the time the Chargeable Transaction occurs.

Except where required by law or expressly agreed by RezTickets in writing, Fees are:

• earned and payable when a Chargeable Transaction is created, regardless of fulfilment, cancellation, refund, dispute, chargeback, reversal, non-attendance, customer complaint or Operator error
• non-refundable, including where a booking is cancelled, refunded, disputed, reversed, not fulfilled, amended, duplicated, misconfigured or not attended
• payable despite suspension, termination, non-use or cessation of use of the Platform.

RezTickets may collect, deduct, offset or recover Fees automatically using any payment method on file, from settlement funds, from future payouts, from refunds, from reserves, or by invoice.

If Fees, chargebacks, costs or deductions exceed amounts otherwise payable to the Operator, RezTickets may create a negative balance. The Operator must settle any negative balance on demand.

RezTickets may change pricing or fee structures on notice. Continued use of the Platform after the effective date constitutes acceptance of the amended pricing.

RezTickets is not required to pursue End Users for payment recovery and has no obligation to mitigate Fees, losses, chargebacks or failed payments on the Operator’s behalf.

10. Subscription term, renewal and cancellation

Where the Operator is on a monthly, annual or other recurring pricing plan, the subscription starts on the date agreed in the relevant order form, account setup, invoice or pricing confirmation.

Unless otherwise agreed in writing, recurring subscriptions renew automatically for successive periods of the same length until cancelled in accordance with these Terms or the agreed commercial terms.

Cancellation takes effect at the end of the then-current billing period unless RezTickets agrees otherwise in writing. Fees already paid or incurred are non-refundable, except where required by law or expressly agreed by RezTickets.

The Operator remains responsible for all Fees, Chargeable Transactions, chargebacks, refund funding, negative balances and other amounts incurred before cancellation or termination takes effect.

11. Account closure and data export

The Operator may request closure of its account by giving RezTickets at least seventy-two (72) hours’ written notice using the support or account closure process made available by RezTickets.

Before account closure takes effect, the Operator is responsible for exporting any Operator Content, booking data, reports, customer data or other records it wishes to retain, subject to any export functionality made available by RezTickets.

Account closure does not cancel, amend, refund or discharge any live, future, pending or completed End User bookings and does not affect any Fees, chargebacks, refund funding, negative balances or other amounts owed to RezTickets.

After account closure takes effect, RezTickets will restrict access to the account and may retain or delete Operator data in accordance with these Terms, Schedule 1 and applicable retention requirements.

12. Setup, onboarding, implementation and custom work

Any setup, onboarding, migration, training, configuration, implementation, bespoke development, data import, account build or custom work is chargeable if stated in an order form, invoice, pricing plan or written agreement.

Setup, onboarding, implementation and custom work fees are payable when invoiced and are non-refundable once work has started, unless expressly agreed otherwise in writing.

Timelines for setup, onboarding, implementation, migration or custom work are estimates and depend on the Operator providing accurate content, data, access, approvals and cooperation when requested.

RezTickets is not responsible for delay, error, incomplete setup or launch issues caused by late, inaccurate, incomplete or unsuitable information supplied by the Operator or any third party.

13. Failed transactions caused by RezTickets system error

Where a Chargeable Transaction fails solely as a direct result of a demonstrable RezTickets system failure, RezTickets may refund the applicable RezTickets booking fee.

No refund will be issued where a transaction failure results from:

• payment refusal or decline by a payment provider, card issuer, bank or authentication service
• insufficient funds, failed authentication, suspected fraud, card restrictions or payment provider risk controls
• Operator configuration, content, pricing, product setup, capacity, availability or policy errors
• End User error, duplicate booking, incorrect details or abandonment
• Third-Party Services, outages, API changes, settlement delays or integrations
• failure by the Operator to follow RezTickets’ reporting or escalation procedures.

RezTickets will determine, acting reasonably and based on available technical records, whether a failure was caused solely by a RezTickets system failure.

14. Payment provider onboarding, KYC and payout conditions

The Operator must provide complete, accurate and current business, ownership, director, identity, tax, VAT, bank account, trading and compliance information required by RezTickets or any payment provider.

Payouts, payment processing, refunds or account access may be delayed, withheld, suspended, restricted or refused where any payment provider requires checks, rejects information, applies risk controls, imposes reserves, restricts an account, blocks settlement or terminates processing.

RezTickets is not liable for loss, delay, failed settlement, withheld funds, account restriction or payment refusal caused by payment provider requirements, risk decisions, KYC checks, regulatory requirements or information supplied by the Operator.

The Operator must promptly update RezTickets and any payment provider if its ownership, directors, bank details, VAT status, trading status, business model, licences or regulated activities change.

15. Settlement, reserves, withholding and payout delays

RezTickets and/or the payment provider may delay, withhold, offset, reserve or suspend settlement or payout of funds where reasonably required for legal, regulatory, operational, payment, fraud, chargeback, refund, customer complaint, security, account, insolvency or risk-management reasons.

RezTickets and/or the payment provider may apply rolling reserves, fixed reserves, payout holds, deductions or negative balance recovery where required by a payment provider or where there is increased financial, refund, chargeback, fraud, customer or operational risk.

Settlement timings shown in the Platform, documentation or payment provider systems are estimates and may be affected by weekends, bank holidays, payment provider processing, banking systems, risk reviews, disputes, account checks and technical issues.

RezTickets and/or the payment provider may correct settlement, payout, deduction, fee or reconciliation errors by adjustment, invoice, offset, deduction from future payouts or debit of any payment method on file.

16. Refund control and refund funding

The Operator is responsible for deciding, authorising and funding refunds, cancellations, amendments, compensation and goodwill payments relating to its activities, services, tickets, events, experiences and customer relationships.

RezTickets may process or facilitate refunds through the Platform, but doing so does not make RezTickets responsible for the underlying booking, customer claim, cancellation, dispute, delivery issue or refund liability.

The Operator must maintain sufficient available funds to cover refunds, chargebacks, disputes, failed collections, reversal requests and associated fees. RezTickets may require the Operator to pre-fund refunds or maintain a reserve before processing refunds.

RezTickets booking fees and other Fees remain payable and non-refundable where an End User booking is refunded, cancelled, disputed, reversed, amended or not fulfilled, unless expressly agreed otherwise in writing.

17. Payment disputes and chargebacks

The Operator is responsible for chargebacks, fraud, payment disputes, refund claims, failed collections, evidence provision to payment service providers and customer complaints relating to bookings, delivery, attendance or fulfilment.

RezTickets may recover disputed amounts, chargeback fees, payment provider fees, penalties, reserves, administrative costs and associated costs from the Operator. RezTickets may debit any payment method on file or offset such amounts against sums otherwise payable to the Operator.

RezTickets has no obligation to contest payment disputes on the Operator’s behalf.

18. Tax responsibility

The Operator is responsible for all tax obligations arising from its activities, services, tickets, vouchers, bookings, deposits, refunds, cancellations, fees, payouts and customer transactions.

This includes VAT, sales taxes, local taxes, invoices, receipts, tax points, tax rates, exemptions, tax treatment of vouchers and deposits, and whether prices are displayed inclusive or exclusive of tax.

RezTickets is not responsible for determining, collecting, reporting, remitting or advising on taxes payable by the Operator, except where RezTickets is legally required to do so.

19. Data protection

Each party shall comply with applicable Data Protection Laws.

The Operator is the controller for End User personal data where the Operator determines the purposes and means of processing that data. RezTickets acts as processor for End User personal data processed on behalf of the Operator, except where RezTickets processes personal data for its own controller purposes, including account administration, billing, security, support, legal compliance, marketing and business operations.

The Operator warrants that:

• all required End User notices, consents, lawful bases and permissions have been obtained
• personal data is collected, uploaded, configured and processed lawfully
• custom booking questions are lawful, proportionate and necessary
• all marketing communications comply with applicable law
• the Operator will not use the Platform to collect special category data unless it has a valid lawful basis and special category condition
• its privacy notices explain its own use of End User personal data.

RezTickets shall process End User personal data in accordance with the DPA in Schedule 1.

RezTickets is not responsible for the Operator’s handling of End User data, the lawfulness of Operator Content, the Operator’s privacy notices, or any breach of obligations owed by the Operator to End Users, except to the extent RezTickets is directly responsible under Data Protection Laws.

20. Third-Party Services and integrations

The Platform may integrate with, rely on, link to or operate alongside Third-Party Services, including payment providers, email providers, SMS providers, hosting services, analytics tools, support tools, AI tools, accounting tools, Operator websites and APIs.

RezTickets is not responsible for:

• Third-Party Service availability, downtime, outages, latency, errors, API changes or discontinuance
• payment provider decisions, card declines, risk reviews, withheld funds, delayed settlements, reserves, account restrictions or chargeback outcomes
• email, SMS, notification or message delivery failures caused by Third-Party Services, End User settings, spam filters, device settings or incorrect contact details
• third-party terms, fees, policies, privacy practices, security measures or compliance
• loss arising from an Operator’s use of, reliance on, configuration of, or connection to Third-Party Services.

The Operator is responsible for complying with the terms and requirements of any Third-Party Services it chooses to use with the Platform. RezTickets may suspend or disable integrations where required for security, compliance, operational or commercial reasons.

21. Acceptable use and service operation

The Operator must not:

• use the Platform unlawfully, fraudulently or in a way that may damage RezTickets, End Users or third parties
• circumvent Fees, payment flows, booking flows, checkout controls or acceptance mechanics
• misrepresent activities, availability, pricing, refunds, locations, safety requirements or services
• infringe third-party intellectual property, privacy, publicity or other rights
• interfere with Platform operation, integrity, security, monitoring, performance or access controls
• upload malicious code, scraping tools, spam, unlawful content or misleading content
• use the Platform for high-risk, illegal, unsafe or prohibited activities.

The Operator must promptly report suspected faults, errors, security issues, data incidents or disruptions affecting use of the Platform and provide reasonable cooperation, information and assistance requested by RezTickets in connection with Platform operation, compliance, payment disputes, chargebacks, support, data requests or investigations.

RezTickets may issue or update acceptable use policies from time to time. Continued use of the Platform constitutes acceptance of such policies.

22. Prohibited and restricted businesses and activities

RezTickets may refuse, suspend, restrict or terminate access where an Operator offers, promotes or facilitates activities, services, products, events or content that RezTickets considers unlawful, unsafe, high-risk, misleading, reputationally harmful, unsuitable for the Platform or subject to regulation that the Operator has not demonstrated it can meet.

Restricted or prohibited categories may include weapons, explosives, gambling, adult services, illegal substances, alcohol-led activities, unlicensed travel or package travel, unlicensed childcare, regulated medical or therapeutic services, high-risk adventure activities, animal welfare concerns, safeguarding-sensitive activities, financial services, political campaigning, hate content, counterfeit goods and any activity requiring licences, permits, insurance or specialist supervision that the Operator has not evidenced to RezTickets’ satisfaction.

RezTickets may update its restricted and prohibited business rules from time to time. Continued use of the Platform after notice of such changes constitutes acceptance of the updated rules.

23. API, widgets, rate limits and automated access

Where RezTickets provides APIs, widgets, feeds, embed code, booking links, keys, tokens or integration tools, the Operator must use them only as permitted by RezTickets and in accordance with any technical, security, rate limit, documentation or integration requirements issued by RezTickets.

The Operator must not scrape, crawl, copy, harvest, overload, reverse engineer, misuse, resell, sub-license, cache beyond permitted limits, interfere with or attempt to bypass the Platform, APIs, widgets, booking flows, access controls, payment flows, fee mechanics or security controls.

RezTickets may suspend, throttle, revoke, rotate, restrict or disable APIs, widgets, feeds, keys, tokens, embed code, integrations or automated access at any time for security, performance, commercial, operational, legal, payment or compliance reasons.

24. Operator security obligations

The Operator must maintain reasonable security controls for its use of the Platform, including secure devices, secure email accounts, appropriate password practices, multi-factor authentication where available, prompt removal of former staff access, no shared logins, staff training and prompt reporting of suspected compromise.

The Operator must notify RezTickets without undue delay if it becomes aware of unauthorised access, compromised credentials, suspicious account activity, security incidents, data incidents, staff misuse, fraud or any issue that may affect the Platform, End Users, payments or personal data.

RezTickets is not liable for loss arising from the Operator’s poor security practices, compromised devices, compromised email accounts, shared logins, weak passwords, failure to use available security controls or failure to remove access.

25. Support policy and excluded support

RezTickets may provide support through the channels, hours and methods it makes available from time to time. Support is provided for reasonable Platform use and does not include unlimited training, business consultancy, legal advice, tax advice, consumer-law advice, accounting advice, custom development, content creation, data cleansing, third-party system support or correction of Operator errors unless expressly agreed in writing.

RezTickets may charge separately for onboarding, training, migration, configuration, implementation, bespoke support, out-of-hours work, priority support, data repair, data export, custom reports, third-party integration support or work required because of Operator error, misuse or incomplete information.

Any support response times, target times or availability statements are targets only unless expressly stated as binding service levels in a signed agreement.

26. Content moderation and takedown rights

RezTickets may remove, disable, edit, restrict, suspend or refuse to display any Operator Content, listing, question, booking flow, product, policy or communication where RezTickets reasonably considers that it may be unlawful, misleading, unsafe, offensive, inaccurate, high-risk, IP-infringing, non-compliant, harmful to RezTickets’ reputation, or inconsistent with these Terms.

RezTickets is not required to monitor Operator Content and is not liable for failing to detect unlawful, misleading, unsafe or non-compliant Operator Content.

27. Instructions and account access

RezTickets may act on any instruction, configuration, request, approval or communication that reasonably appears to be provided by the Operator or its authorised users.

The Operator is responsible for maintaining account security and access controls, assigning and removing user permissions, offboarding staff and contractors, all activity carried out through its credentials or authorised user accounts, and making sure account users are trained and authorised to use the Platform.

RezTickets is not liable for losses arising from unauthorised access, compromised credentials, staff misuse, internal fraud, incorrect permissions or failure to remove access, except to the extent caused by RezTickets’ breach of law.

28. Intellectual property

All Platform software, documentation, systems, code, databases, workflows, interfaces, designs, trade marks, know-how, analytics, reports, templates and intellectual property belong to RezTickets or its licensors.

The Operator is granted a limited, non-exclusive, non-transferable, revocable right to use the Platform during the term of this Agreement.

The Operator must not copy, modify, distribute, sell, resell, lease, sublicense, reverse engineer, decompile, scrape, reproduce, create derivative works from, or otherwise use any part of the Platform except as expressly permitted under this Agreement.

The Operator grants RezTickets a non-exclusive, worldwide, royalty-free licence to host, use, process, display, transmit, copy, adapt and store Operator Content for the purposes of operating, supporting, improving, securing, promoting and providing the Platform.

No ownership rights are transferred.

29. AI-assisted, analytics, forecasting and automated features

RezTickets may provide AI-assisted, automated, analytics, reporting, forecasting, recommendation or insight features from time to time.

Those features are provided for operational support only. The Operator remains responsible for reviewing outputs and making all business, pricing, customer, legal, safety, tax, compliance and operational decisions.

RezTickets does not guarantee the accuracy, completeness, timeliness, suitability or commercial value of any AI-assisted, automated, analytics, forecasting, recommendation or reporting output.

The Operator must not enter sensitive personal data, confidential information or legally restricted information into AI-assisted tools unless it is necessary, lawful and appropriate. RezTickets is not responsible for inaccurate, incomplete, inappropriate or unlawful information entered by the Operator, or for decisions taken by the Operator based on AI-assisted outputs.

30. Confidentiality

Each party shall keep confidential any non-public, commercially sensitive or proprietary information received from the other party in connection with this Agreement and shall not disclose such information to any third party except:

• where required by law or regulation
• to professional advisers, auditors, insurers, payment providers, subprocessors, contractors or regulators on a confidential basis
• where needed to perform or enforce this Agreement
• with the prior written consent of the disclosing party.

These obligations survive termination of this Agreement.

31. Suspension and termination

RezTickets may suspend, restrict or terminate access immediately if:

• Fees, chargebacks or other amounts are unpaid
• these Terms are breached or RezTickets reasonably suspects they have been breached
• the Operator becomes insolvent or ceases trading
• continued access presents legal, regulatory, security, operational, financial or reputational risk
• the Operator misuses the Platform, creates customer risk, causes payment risk, or fails to cooperate with RezTickets
• a Third-Party Service requires suspension or restriction.

Upon termination:

• all outstanding Fees and other amounts remain payable
• Platform access ceases immediately
• no refunds are due, except where required by law or expressly agreed by RezTickets
• RezTickets may retain or delete data in accordance with section 39 and Schedule 1
• clauses intended to survive termination continue to apply.

32. Live bookings after suspension or termination

Suspension or termination does not cancel, amend, refund or discharge any live, future, pending or completed End User bookings unless RezTickets expressly confirms otherwise in writing.

The Operator remains responsible for fulfilling, cancelling, amending, refunding, communicating about and resolving all bookings made before suspension or termination, including customer complaints, attendance issues, chargebacks, disputes and regulatory matters.

RezTickets may, but is not required to, provide limited post-termination access or data extracts to help the Operator manage live bookings. Any access is subject to payment of outstanding amounts, security checks, technical availability, data protection requirements, legal restrictions and RezTickets’ operational requirements.

RezTickets may contact End Users, payment providers or other relevant parties where RezTickets reasonably considers this necessary to manage platform risk, payment risk, customer risk, legal compliance, security, data protection, disputes or chargebacks.

33. Regulatory, complaint and dispute cooperation

The Operator must provide prompt and reasonable cooperation, information, documents, records, evidence and explanations requested by RezTickets in connection with customer complaints, chargebacks, payment disputes, fraud reviews, regulator enquiries, law-enforcement requests, safety complaints, legal claims, data requests, tax issues, platform misuse, security incidents or investigations.

If the Operator fails to cooperate, RezTickets may suspend access, withhold payouts, restrict refunds, disable listings, recover costs, terminate the Agreement or take other action reasonably required to protect RezTickets, End Users, payment providers or third parties.

The Operator is responsible for all costs, losses, fines, penalties, chargebacks, refunds, claims and expenses arising from its failure to provide timely and accurate cooperation.

34. Force majeure

RezTickets shall not be liable for any failure or delay in performance resulting from events beyond its reasonable control, including outages, internet failures, hosting failures, Third-Party Service failures, cyber incidents, labour disputes, regulatory actions, legal changes, payment provider action, natural events, war, terrorism, pandemic, emergency, or other force majeure events.

During such events, RezTickets’ obligations are suspended. If the event continues for a prolonged period, RezTickets may terminate this Agreement without liability.

35. Beta, pilot and trial features

Beta, pilot, test, preview, experimental or trial features are provided on an "as is" and "as available" basis. They may be modified, limited, suspended or withdrawn at any time without liability.

RezTickets does not guarantee that beta, pilot, test, preview, experimental or trial features will become generally available or remain available.

36. No warranties

To the maximum extent permitted by law, RezTickets excludes all warranties, representations, conditions and terms that may otherwise be implied by statute, common law or otherwise.

RezTickets does not warrant that the Platform will meet the Operator’s specific requirements, be uninterrupted, be error-free, remain continuously available or secure, or generate any bookings, revenue, profit, margin, occupancy, conversion, customer retention or other commercial outcome.

RezTickets also does not warrant that reports, dashboards, analytics, exports, forecasts, calculations, integrations, emails, SMS messages, reminders, notifications, automated features or AI-assisted outputs will be accurate, complete, delivered, compatible, available or suitable for decision-making.

37. Liability

Nothing in this Agreement limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

Subject to the paragraph above, and to the maximum extent permitted by law, RezTickets is not liable for:

• activity delivery, End User claims, attendance issues, safety incidents, customer complaints, refunds, cancellations, no-shows, disputes or Operator losses
• direct, indirect or consequential: loss of profit, loss of revenue, loss of bookings, loss of sales, loss of margin, loss of goodwill, loss of reputation, loss of opportunity, loss of anticipated savings or wasted expenditure
• business interruption, operational disruption, downtime, delayed settlements, failed communications, failed integrations, lost or corrupted data except where caused by RezTickets’ breach of law, or loss arising from Third-Party Services
• indirect, special or consequential loss
• loss arising from Operator Content, Operator settings, Operator instructions, Operator misuse, incorrect pricing, incorrect availability, staff misuse, unauthorised access, failure to offboard users, or failure to comply with Applicable Laws.

Subject to the exclusions above, RezTickets’ total aggregate liability under or in connection with this Agreement is limited to £100.

The limitations and exclusions in this section apply however liability arises, including contract, tort, negligence, breach of statutory duty, misrepresentation, restitution or otherwise.

38. Reasonableness of limitations

The Operator acknowledges that RezTickets provides a technology platform only, does not deliver or control the Operator’s activities or services, and provides the Platform on the basis of the Fees, risk allocation and liability limits set out in these Terms.

The Operator is responsible for maintaining appropriate business, public liability, professional, cyber, event, activity, cancellation, refund, chargeback and other insurance suitable for its business and activities.

39. Indemnity

The Operator indemnifies RezTickets against all claims, losses, damages, liabilities, fines, penalties, chargebacks, costs and expenses arising from or connected with:

• the Operator’s activities, services, tickets, events, experiences or fulfilment
• End User claims, complaints, disputes, refunds, chargebacks, cancellations or attendance issues
• regulatory, legal, tax, consumer law, payment, safety, accessibility, safeguarding, licensing or insurance breaches by the Operator
• data protection violations, privacy complaints or marketing law breaches caused by the Operator
• Operator Content, custom booking questions, policies, descriptions, pricing, availability or communications
• fraud, payment disputes, failed payments, chargebacks, reserves or penalties
• misrepresentation, unlawful conduct, negligence, wilful default or breach of these Terms by the Operator.

This indemnity survives termination.

40. Marketing identification and logo use

RezTickets may identify the Operator as a customer in marketing, sales, investor, case study, pitch and website materials unless the Operator notifies RezTickets in writing that it wishes to opt out.

This may include use of the Operator’s name, logo, public-facing business description and publicly available branding. RezTickets will not imply endorsement beyond identifying the Operator as a customer unless separately agreed.

41. Non-payment and data access

Where Fees or other amounts are invoiced or requested outside automatic collection, payment is due immediately upon issue of the invoice or payment request, unless otherwise stated in writing.

If any outstanding payment is not received within seven (7) days, RezTickets may suspend or restrict access to the Platform, terminate this Agreement, withhold settlements or payouts, offset amounts from sums otherwise payable to the Operator, and restrict access to reports, exports, integrations or support.

If payment remains outstanding for fourteen (14) days, RezTickets may restrict access to Operator data and may delete Operator data after giving notice, subject to any legal, regulatory, operational, dispute, chargeback, accounting or data protection retention requirements.

42. Data retention after termination

Following termination, RezTickets may retain Operator data for a limited period for operational, legal, regulatory, accounting, security, dispute, chargeback, audit or data protection purposes.

After the relevant retention period, RezTickets may permanently delete Operator data unless retention is legally required or commercially necessary to protect RezTickets’ rights.

The Operator is responsible for exporting any data it requires before termination, suspension or account closure, subject to any export functionality made available by RezTickets.

43. Notices

Any notice under this Agreement shall be given by email to the address most recently provided by each party, unless otherwise agreed in writing.

Notices to the Operator may also be given through the Platform, dashboard, account area or other electronic communication method used by RezTickets.

44. Changes to these Terms

RezTickets may amend these Terms, policies, support terms, technical requirements, acceptable use rules, data practices and operational procedures from time to time.

RezTickets may give notice of changes by email, through the Platform, through the dashboard, by posting an updated version on its website or by any other reasonable electronic method.

Unless a shorter period is required for legal, regulatory, security, payment, operational or compliance reasons, material changes will take effect on the date stated in the notice or updated terms. Continued access to or use of the Platform after the effective date constitutes acceptance of the amended terms.

If the Operator does not accept amended terms, it must stop using the Platform before the effective date. The Operator remains responsible for all amounts, bookings, disputes and obligations incurred before access ends.

45. Governing law

This Agreement is governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction.

46. General

• This Agreement is the entire agreement between the parties and supersedes all prior discussions, proposals, representations and agreements relating to its subject matter.
• RezTickets may assign, transfer, subcontract, delegate or novate its rights and obligations freely.
• The Operator may not assign, transfer, subcontract, delegate or novate its rights or obligations without RezTickets’ prior written consent.
• Failure or delay in enforcement does not constitute a waiver.
• Invalid, unlawful or unenforceable provisions do not affect enforceability of the remainder.
• No partnership, agency, employment, fiduciary, franchise or joint venture is created.
• Clauses relating to Fees, payment, confidentiality, liability, indemnity, data, intellectual property, notices, governing law and any other clause intended to survive termination shall survive termination.

By using RezTickets, the Operator acknowledges and agrees to these Terms of Use.

Schedule 1: Data Processing Addendum

This Data Processing Addendum forms part of the RezTickets Operator Terms of Use and applies where RezTickets processes End User personal data on behalf of the Operator as processor.

1. Roles

For End User personal data processed through the Platform on behalf of the Operator, the Operator is the controller and RezTickets is the processor.

RezTickets may also process certain personal data as an independent controller for its own business purposes, including account management, billing, security, legal compliance, support, marketing and platform administration. This DPA does not apply to such controller processing.

2. Processing instructions

RezTickets shall process End User personal data only on the Operator’s documented instructions, including these Terms, the Operator’s platform configuration, support requests, agreed commercial terms and any other written instructions accepted by RezTickets, unless required by law.

RezTickets shall promptly inform the Operator if, in RezTickets’ opinion, an instruction infringes Data Protection Laws, unless RezTickets is prohibited by law from doing so.

3. Confidentiality

RezTickets shall make sure that persons authorised to process End User personal data are subject to appropriate confidentiality obligations.

4. Security measures

RezTickets shall implement appropriate technical and organisational measures designed to protect End User personal data against unauthorised or unlawful processing, accidental loss, destruction or damage.

Such measures may include access controls, authentication, encryption where appropriate, backups, logging, system monitoring, segregation of customer accounts, security testing, staff confidentiality controls and supplier due diligence.

5. Sub-processors

The Operator authorises RezTickets to appoint sub-processors to support the Platform, including hosting, payment, email, SMS, analytics, support, infrastructure, security, AI and operational service providers.

RezTickets shall enter into written arrangements with each sub-processor that impose data protection obligations which are, in substance, no less protective than those imposed on RezTickets under this DPA to the extent applicable to the relevant processing.

RezTickets remains responsible to the Operator for the performance of its processor obligations by approved sub-processors, subject to the liability limits and exclusions in the main Terms.

RezTickets may update its sub-processor arrangements from time to time. Where required by Data Protection Laws, RezTickets will provide notice of material changes and give the Operator a reasonable opportunity to object on legitimate data protection grounds.

6. International transfers

Where End User personal data is transferred outside the United Kingdom or European Economic Area, RezTickets shall use appropriate safeguards where required by Data Protection Laws, such as adequacy regulations, approved contractual clauses, supplier contractual commitments or other lawful transfer mechanisms.

7. Assistance to the Operator

Taking into account the nature of processing and information available to RezTickets, RezTickets shall provide reasonable assistance to the Operator, at the Operator’s cost unless required by law, in relation to:

• data subject requests
• security obligations
• personal data breaches
• data protection impact assessments
• consultation with regulators where required by Data Protection Laws.

The Operator is responsible for responding to End User rights requests where the Operator is the controller. RezTickets may refer End Users to the relevant Operator where appropriate.

8. Personal data breaches

RezTickets shall notify the Operator without undue delay after becoming aware of a personal data breach affecting End User personal data processed on behalf of the Operator.

RezTickets shall provide information reasonably available to it to assist the Operator in meeting its breach notification obligations. The Operator remains responsible for assessing and making any required notifications to regulators or individuals, except where RezTickets has a direct legal obligation to do so.

9. Deletion or return of data

On termination of the Services, RezTickets shall delete or return End User personal data in accordance with the Terms, the Operator’s reasonable written instructions, Platform functionality and applicable retention requirements.

RezTickets may retain copies where required for legal, regulatory, accounting, security, dispute, chargeback, audit, backup or compliance purposes. Backup copies may be deleted in accordance with normal backup cycles.

10. Audits and information

RezTickets shall make available information reasonably necessary to demonstrate compliance with its processor obligations under Data Protection Laws.

Any audit must be reasonable, proportionate, subject to confidentiality, limited to information relevant to the Services, and must not compromise RezTickets’ security, systems, other customers, suppliers, confidential information or business operations.

RezTickets may satisfy audit obligations by providing security summaries, policies, certifications, third-party audit reports or written responses where appropriate.

11. Processing details

Item	Details
Subject matter	Provision of the RezTickets booking, reservation, payment, communication, reporting and support platform to the Operator.
Duration	For the term of the Operator’s use of the Platform and any post-termination retention period permitted by the Terms or required by law.
Nature and purpose	Hosting, storing, transmitting, processing, displaying, managing and supporting End User personal data to enable bookings, payments, confirmations, reminders, refunds, reports, support, security and related platform functions.
Categories of data subjects	End Users, customers, attendees, participants, ticket holders, purchasers, parents, guardians, Operator account users and people communicating about bookings.
Categories of personal data	Names, contact details, booking details, attendance details, ticket details, transaction references, payment status, refund details, communications, custom booking question responses, technical logs and related operational data.
Special category data	Not required by RezTickets as standard. Operators may choose to collect accessibility, dietary, medical, mobility or other sensitive information through custom booking questions where needed for their services. The Operator remains responsible for the lawfulness of that collection.
Processor activities	Storage, hosting, transmission, retrieval, organisation, support, communication, reporting, deletion, backup, security monitoring and other processing required to provide the Platform.
Sub-processor categories	Hosting, infrastructure, payment, email, SMS, analytics, support, security, AI, accounting and operational service providers.

12. Conflict

If there is a conflict between this DPA and the main Terms, this DPA prevails only in relation to processor obligations required by Data Protection Laws. The liability limits and exclusions in the main Terms continue to apply to the fullest extent permitted by law.