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Contents

1. About Us

2. The Ignite Fund

3. Pricing

a. General Event Organiser

b. Event Organiser Plus

c. Pricing Errors

4. Receiving Your Events Box Office Income

a. VAT Liability

5. Payment Processing

a. Chargebacks

6. Listing Your Event

a. Event Specific Terms & Conditions

7. Copyright Policy

8. Refunds Policy

a. Refunds requested after Event Organisers have been paid

9. Purchasing Tickets

10. Donations & Gift Aid

11. Customer Data

12. Permitted Uses of this Site

a. User Contributions to the Site

b. Prohibited Content

c. Offline Content

d. Links and Search Results

e. Access and Interference and Multiple Browser Windows

f. Unauthorised Use of the Site

g. Use of Multiple Online Ticketing Systems

13. Violation of the Terms

14. Disclaimer

15. Limitation of Liability



1. About Us



Tickets Ignite is an online ticketing and box office platform that raises funding for the arts via the booking fees. The platform can be used to set up events, sell and buy tickets online and at the box office. Event Organisers have access to a cloud based secure portal, where they can add or modify events, add ticket allocations, record cash purchases and complimentary bookings, export customer details, view sales reports and more.





2. The Ignite Fund



The Ignite Fund has been set up to support emerging artists to create new work. We are a non-profit organisation, therefore all our profits will go to the Ignite Fund. We also commit to ensuring at least 30% of our income (after payment processing charges have been paid) goes into the fund. This ensures that from day one, every time someone purchases a ticket, they will be making a contribution to the Ignite Fund.

Artists can apply to the Ignite Fund if they fulfil the following 3 conditions:


1. They have had a connection to Tickets Ignite during the last 12 months. They could have:

- Participated in an event that has been sold through Tickets Ignite

- Taken a show to a venue that runs its box office through Tickets Ignite

- Set up and sold tickets to an event via Tickets Ignite themselves



2. They are an emerging artist

- We will support any artists (or group of artists) that are not currently regularly funded by a funding body and consider themselves to be in the early stages of their professional career

- They can be of any age and any discipline – e.g. performance artist, theatre maker, comedian, dance company, musician etc



3. Live performance

- They are applying for funding to support the creation of a performance that will be live and performed in front of an audience.



The Ignite Fund grant scheme will open once we have raised our first £1000.





3. Pricing



We have two pricing plans:


a. General Event Organiser - our standard plan.


If your event is free, there are no booking fees.

For all paid tickets we charge the following booking fee: 40p plus 6% commission per ticket you sell online via Tickets Ignite.

The fee is applied to cover the credit/debit card charges and overheads that we incur with each transaction. We reserve the right to vary this booking fee structure from time to time.

Event Organisers can decide on how the booking fee will be paid. There are 3 options:

- Pass the booking fee onto the ticket buyer

- Pay it yourself

- Set a fixed booking fee of up to £1 to the ticket buyer and you pay the rest.


b. Event Organiser Plus - for event organisers selling over £50k in tickets via our site per year and/or organisations who’d like an integrated box office system.


We charge:

£5000 flat fee per year which includes the first £100k in sales

3.5% on any additional sales between £100k & £250k

1.5% on any additional sales over £250k

The Event Organiser has the option to charge a booking fee of up to £1 per ticket to ticket buyers, to help cover costs. The income from these booking fees is split 50/50 between the Event Organiser and Tickets Ignite.


c. Pricing Errors


If the amount paid by the ticket buyer for a ticket sold through Tickets Ignite is grossly incorrect, Tickets Ignite will have the right to cancel that ticket (or the order for that ticket) and refund the ticket buyer the amount that they paid. This is regardless of the reason e.g. an error in a price posted on the website, caused by transactional malfunction of the website, or by human error on the part of the Event Organiser.





4. Receiving your Event’s box office income



When you sell an event through Tickets Ignite, we aim to pay you your net box office income (gross sales minus any Tickets Ignite fees) within 14 days of an event finishing.

In extenuating circumstances this 14 day period can extend to up to 25 days after your event finishes. If this extended payment period applies to you, we will let you know within 48 hours of you publishing an event.

In order to receive your box office income, you must update your bank details in your dashboard. It is up to the Event Organiser to include their correct bank details. If this information is incorrect Tickets Ignite will not be liable for any funds lost.


a. VAT Liability


Event Organiser's remain solely responsible for the accounting and payment of VAT collected through the sale of tickets to HM Revenue and Customs.





5. Payment Processing



We use Worldpay to process all payments through our platform. We do not have any access to customer card details. These are solely handled by Worldpay.

Event Organisers authorise Tickets Ignite to work with Worldpay to accept Mastercard, Visa and American Express cards and to collect the face price of each ticket plus any relevant booking fees (where you have opted for the booking fee, or part of it, to be billed to the ticket buyer). Tickets Ignite will retain the full amount of the booking fee (whether paid for by the Event Organiser or the Customer), except in the case of a refund.


a. Chargebacks


A chargeback occurs when a customer disputes a charge on their credit/debit card with our merchant services provider. When a chargeback occurs the merchant services provider will investigate as to whether the charge is to stand or be refunded to the customer.

Tickets Ignite will provide all requested information and documentation to the merchant services provider during the investigation. However if the dispute is upheld and the charge is refunded to the customer, Tickets Ignite will have every right to seek reimbursement from the Event Organiser for the chargeback amount and any penalty that is incurred by Tickets Ignite as a result of the chargeback. Failure by the Event Organiser to pay the chargeback may result in the account being suspended.

Any tickets that are subject to a successful chargeback dispute will be cancelled.





6. Listing your event



Through use of the Tickets Ignite website, Event Organisers upload data regarding their organisation, productions, venues, event dates, ticket prices etc. This data populates the Tickets Ignite website from which the customer can then purchase tickets for the listed events.

All details of Events including, but not limited to, performance times, ticket prices and seat availability are entered onto the system by the Event Organiser. The accuracy of all such information is at all times the responsibility of the Event Organiser. Failure to provide accurate event details (including amendments to an event if the date or time changes) will breach this agreement and may lead to the account being suspended and Tickets Ignite will be entitled to seek compensation for any direct costs incurred as a result of incorrect event information listed on Tickets Ignite.

The Event Organiser is responsible for the creation and distribution of automatic discounts and discount codes. Tickets Ignite will not be held responsible for discount codes that have been set up incorrectly.


a. Event Specific Terms and Conditions


Tickets are issued subject to the Tickets Ignite terms and conditions however each individual event may include their own Terms and Conditions e.g. age restrictions, refund and exchange policy, etc. If an event has its own Terms and Conditions, they must be included within the booking process and / or be made available at the venue box office to be applicable.





7. Copyright Policy



We will terminate the privileges of any user who uses the Tickets Ignite platform to unlawfully transmit copyrighted material without a license of express content, valid defence or fair use exemption to do so. After proper notification by the copyright holder, and confirmation through court order or admission by the user that they have used this website as an instrument of unlawful infringement, we will terminate the infringing users' rights to use and/or access to our website. We may, also decide to terminate a user's rights to use and/or access the website prior to that time if we believe that an infringement has occurred.





8. Refund policy



Tickets are issued subject to the Tickets Ignite terms and conditions however each individual Event Organiser may also include their own Terms and Conditions, including age restrictions, refund and exchange policy, etc. If an Event Organiser has its own Terms and Conditions, they must be included within the booking process to be applicable.



When ticket income runs through Tickets Ignite Accounts:

If a refund or exchange is requested by a ticket buyer, the ticket buyer will be advised to contact the Event Organiser directly to process their request as per the event’s own exchange and refund policy.

If an Event Organiser agrees to process a refund, the ticket buyer will be refunded their original transaction, minus a charge of 5% of their original transaction which will be paid to Tickets Ignite to cover payment processing and other related costs.

Here's an example:

A ticket buyer’s original transaction is £40 and they request a refund which the Event Organiser agrees to. 5% of £40 = £2, so the ticket buyer would be refunded £38.

This 5% charge is only waivable to the ticket buyer if an event is cancelled or significantly changed (e.g. change of date, venue or headline act) and Tickets Ignite will process these ticket refunds. In this situation, the Event Organiser is obliged to let the ticket buyer know of a change or cancellation as soon as possible and, irrelevant of their individual refund policy, must provide the option of a refund to their ticket buyer. Tickets Ignite will charge the Event Organiser 5% of any tickets that are refunded.

Here's an example:

An event has to be cancelled because the headline artist is ill. 100 x £10 tickets have been sold (total sales of £1000).

Tickets Ignite refunds the tickets (including any booking fees) to the ticket buyers.

Tickets Ignite charges the Event Organiser 5% of £1000 = £50.



When ticket income runs through the Event Organiser’s Accounts:

If a refund or exchange is requested by a ticket buyer, the ticket buyer will be advised to contact the Event Organiser directly to process their request as per the event’s own exchange and refund policy.

If an Event Organiser agrees to process a refund, the ticket buyer will be refunded their original transaction, minus a charge of 5% of their original transaction which will be paid to the Event Organiser to cover payment processing and other related costs.

Here's an example:

A ticket buyer’s original transaction is £40 and they request a refund which the Event Organiser agrees to.

5% of £40 = £2, so the ticket buyer would be refunded £38.

This 5% charge is only waivable to the ticket buyer if an event is cancelled or significantly changed (e.g. change of date, venue or headline act) and the Event Organiser is responsible for processing these ticket refunds. In this situation, the Event Organiser is obliged to let the ticket buyer know of a change or cancellation as soon as possible and, irrelevant of their individual refund policy, must provide the option of a refund to their ticket buyer. In this case, the Event Organiser must cover any costs lost through refunding the tickets (e.g. original card processing fees).



a. Refunds requested after Event Organisers have been paid

Customers are required to contact Tickets Ignite no later than one week following the event to request refunds due to a postponed event, change of venue or significant change to event or line-up. Refunds can then be processed prior to the transfer of the box office income to the Event Organiser. Tickets Ignite will not be able to process refunds after one week following the event unless the refund is due to an event cancellation that we have retained funds to cover all ticket refunds.

If customers request refunds of their tickets after the box office income has been transferred to the Event Organiser, the responsibility for the refund will lie with the Event Organiser and all enquiries will be directed to the Event Organiser. Tickets Ignite will not be liable for any refunds once the process to transfer ticket income to the Event Organiser has commenced.

In the situation where the ticket income is processed through the Event Organiser’s account rather than Tickets Ignite, the Event Organiser is fully responsible for any refund requests and handling any disputes which they will fulfil in accordance with the Tickets Ignite refund policy outlined in section 8.





9. Purchasing Tickets



Ticket buyers can purchase tickets via the Event Organiser’s unique Tickets Ignite URL or search the Tickets Ignite platform.

After purchasing a ticket, ticket buyers will receive an order confirmation, with an attached PDF ticket, via email. Their purchases will also show up under ‘my bookings’. These confirmations will both contain details of the tickets purchased and a unique booking reference, which acts as the ticket buyers proof of payment and may be used by the Event Organiser as an e-ticket.

If a ticket buyer does not receive a confirmation email after submitting payment information, it is their responsibility to contact us via [email protected] to check whether or not the order has been completed, as only the ticket buyer may be aware of any problems that may occur during the purchase process. Tickets Ignite will not be responsible for losses (monetary or otherwise) if a ticket buyer assumes that an order was not placed because they failed to receive confirmation.

Any ticket holder unable to present confirmation of purchase in the form of an email confirmation (or print out), or their ticket in ‘my bookings’ and valid identification indicating they are the individual named on the confirmation may not be admitted to the event in question, and will not receive a refund.





10. Donations and Gift Aid



Tickets Ignite can collect donations via online bookings and forward payment to the Event Organiser (less the Tickets Ignite booking fee).

Should the Event Organiser want to claim Gift Aid, it is the responsibility of the Event Organiser to register for Gift Aid (if eligible) and submit relevant documentation to HMRC to re-claim the tax benefit. Tickets Ignite accepts no responsibility for the administering of the Gift Aid scheme; it is only a platform to receive donations.

If an event is cancelled, the donation will also be refunded to the ticket buyer in full.





11. Customer Data



In respect of any personal data (as defined in the Data Protection Act 1998) the Event Organiser is responsible for ensuring that they comply with the Act and continue to comply with any future amendments to the Act.

Subject to all applicable data protection legislation, all Customer personal data generated in connection to your Event shall be owned jointly by Tickets Ignite and the Event Organiser and, subject to any relevant consents being granted by the Customer under the 1988 Act, each party shall be entitled to use such Customer data in whatever manner it sees fit.





12. Permitted Uses of this Site



You agree that you shall not duplicate, download, publish, modify or otherwise distribute the material on this website for any purpose other than to create and manage events and promotional information, for personal use, or to administrate the sale of tickets.


The content and software on this website is the property of Tickets Ignite.


a. User Contributions to the Site


Tickets Ignite is not liable or responsible for any uploaded information by Event Organisers. The contributions of third parties do not necessarily represent the view or opinions of Tickets Ignite. Tickets Ignite cannot preview user content before it appears.


b. Prohibited Content


Users can be held liable for any illegal or prohibited user content they provide to the website. Prohibited content includes, but is not limited to content that:

- Is offensive such as content that promotes racism, bigotry, hatred or physical harm of any kind against any group or individual;

- Could be harmful to minors;

- Harasses or advocates harassment of another person;

- Involves the transmission of ‘junk mail’, ‘chain letters’, or unsolicited mass mailing or ‘spamming’;

- Promotes information that you know is false, misleading or promotes illegal activities or conduct that is abusive, threatening, obscene, defamatory or libellous;

- Promotes an illegal or unauthorised copy of another person's copyrighted work

- Contains restricted or password only access pages; or hidden pages or images (those not linked to from another accessible page);

- Displays pornographic or sexually explicit material of any kind;

- Provides material that exploits people under the age of 18 in a sexual or violent manner, or solicits personal information from anyone under 18;

- Provides instructional information about illegal activities such as making or buying illegal weapons, violating someone's privacy, or providing or creating computer viruses;

- Solicits passwords or personal identifying information for commercial or unlawful purposes from other users;

- Engages in commercial activities and/or sales without prior written consent such as contests, sweepstakes, barter, advertising and pyramid schemes.

If you discover this kind of material on the website, please notify us by emailing us at [email protected] and we will investigate your claim and may then take appropriate action.


c. Offline Conduct


Although Tickets Ignite cannot monitor the conduct of users off the website, it is also a violation of these rules to use any information obtained from this website in order to harass, abuse, or harm another person, or in order to contact, advertise to, solicit or sell to any site user without their prior explicit consent.

Tickets Ignite also retains the right to suspend or terminate your access to the website if the conduct of an event organiser or organisation using the Tickets Ignite services, leads to damage to reputation by association.


d. Links and Search Results


The website contains embedded links to, and may produce search results that reference or link to third party sites throughout the World Wide Web. Tickets Ignite has no control over these sites or the content within the site. Tickets Ignite cannot guarantee, represent or warrant that the content contained in the sites is accurate, legal and/or inoffensive and will not contain viruses or otherwise impact your computer. By using this website to search for or link to another site, you agree and understand that you may not make any claim against Tickets Ignite for any damages or losses, whatsoever, resulting from such action.


e. Access and Interference and Multiple Browser Windows


You agree that you won’t use a robot, spider, other automatic device or manual process to monitor or copy our web pages or the content contained therein or for any other authorised purpose, without our prior expressed written permission. You agree that you will not use any device, software or routine to interfere or attempt to interfere with the proper working of the website. You agree that you will not take any action that imposes an unreasonable or disproportionately large load on our infrastructure. You agree that you will not access, reload or "refresh" transactional event or ticketing pages, or make any other request to transactional servers, more than once during any three second interval.


f. Unauthorised Use of the Site


Illegal and/or unauthorised use of the site, including, but not limited to, unauthorised ticket sales, fraudulent listings of Events by individuals or organisations other than the legitimate Event Organiser; unauthorised framing of or linking to the site, or unauthorised use of any robot, spider or other automated devices on the Site, will be investigated and appropriate legal action will be taken, including without limitation, civil, criminal and injunctive redress.


g. Use of Multiple Online Ticketing Systems


If an Event Organiser is found to be using Tickets Ignite for in-house cash/complimentary bookings only and an alternative online payment mechanism for their online bookings, Tickets Ignite reserve the right to levy a £30.00 monthly charge for use of the in-house facility.





13. Violation of the Terms



You understand and agree that without prior notice, Tickets Ignite may terminate your access to the website, cancel ticket orders or exercise any other remedy available and remove any unauthorised user content, if Tickets Ignite believes that your conduct, or the user content you provide, violates or is inconsistent with these Terms, or violates the law or the rights of Tickets Ignite, a client of Tickets Ignite or another user of the website. You agree that monetary damages may not provide sufficient remedy to Tickets Ignite for violations of these Terms and you consent to injunctive or other equitable relief for such violations. Tickets Ignite is not required to provide any refund to you if you are terminated as a User because you have violated these Terms or any of Tickets Ignite's rights.





14. Disclaimer



The site and its content are delivered on an "as-is" and "as-available" basis. Tickets Ignite disclaims all warranties, express or implied, including also any implied warranties of merchantability and fitness for a particular purpose.

Tickets Ignite does not promise that the site will be error-free, uninterrupted, or that it will provide specific results from use of the site or any content, search or link on it.

Tickets Ignite cannot ensure that files you download from the site will be free of viruses or contamination or destructive features.

Tickets Ignite will not be liable for any damages of any kind arising from the use of this site, including without limitation, direct, indirect, incidental and punitive and consequential damage. Tickets Ignite makes no guarantee of any specific result from use of this site or use of the Tickets Ignite service.





15. Limitation of Liability



Whilst we endeavour to ensure that the website is fully operational at all times, on those occasions when there are interruptions to service due to essential maintenance, system upgrades, internet service interruptions or any other factors beyond our control, Tickets Ignite will not be liable for any indirect, consequential, exemplary, incidental, special or punitive damages, or for lost profits, revenues or business opportunities, even if Tickets Ignite has been advised of the possibility of such damages.

In no event shall Tickets Ignite be liable for any indirect or consequential loss or any loss (whether incurred directly or indirectly) of profit, business, revenue, date, goodwill or reputation.

Tickets Ignite disclaims any and all liability for the acts, omissions and conduct of any third party users, Tickets Ignite users, advertisers and/or sponsors on the site, in connection with the Tickets Ignite service or otherwise related to your use of the site and/or the Tickets Ignite service. Tickets Ignite is not responsible for the products, services, actions or failure to act of any Event Organiser, venue, performer, promoter or other third party in connection with or reference on the site.

Notwithstanding the foregoing, nothing in the Agreement shall be taken to limit or exclude any liability which Tickets Ignite may have for (i) death or personal injury arising from Tickets Ignite negligence; (ii) fraudulent misrepresentation; or (iii) any liability that cannot be excluded or restricted by law.

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