Promoter terms

Parties and authority

This agreement is between TURNOUT LTD (company number 17119513), registered office 35 Grafton Way, London, England, W1T 5DB, trading as Turnout Tickets, and the person or business identified in your promoter account and public seller details. Contact info@turnouttickets.com for company enquiries and support@turnouttickets.com for account, event or payment support. If you act for a business, you confirm that you have authority to bind it.

Appointment and respective roles

You appoint Turnout as your disclosed ticketing agent to list your events, offer tickets, collect payments through Stripe, issue tickets and administer customer communications and refunds within this agreement and applicable law. You supply and organise the event and contract with the purchaser for admission. Turnout is responsible for its own ticketing services and must provide them with reasonable care and skill. This appointment does not transfer your event-delivery responsibilities to Turnout or remove either party's legal obligations.

Seller details and event information

Provide accurate legal and trading names, a full geographic business address and a customer support email, and keep them current. You authorise publication of these public seller details on event pages. Private Stripe verification details and your login email are not automatically published. Provide accurate event dates, times, venue, lineup, age restrictions, accessibility information and admission conditions before customers purchase. You are responsible for necessary permissions, licensing, safety, lawful capacity and the event's delivery. Promptly report cancellation, material changes or suspected fraud to Turnout.

Account access and permitted use

Keep credentials secure, maintain access to your contact email and give door staff event-specific access rather than your promoter login. Do not bypass ticket, identity, payment or access controls, submit misleading information, create sham events, misuse purchaser information or use the service unlawfully. You must have the right to upload and publish all event content.

Content licence

You retain ownership of your content and grant Turnout a non-exclusive licence to host, reproduce, resize and display it to list, promote and administer your events and tickets. This includes necessary use by service providers. Use may continue for existing orders, complaints and legally required records after an event is archived; this does not grant unrelated resale rights in your content.

Fees and Stripe

The commercial schedule reviewed before publication sets the event's applicable fees, tax treatment, processing-cost allocation and settlement rules. Complete required Stripe onboarding and comply with the Stripe agreements applicable to your account. Transfers from Turnout credit your connected Stripe account; you manage subsequent bank payouts through Stripe. Do not assume a platform estimate is a guaranteed Stripe charge or transfer date.

Refunds and customer obligations

Turnout administrators administer platform refunds on your behalf, including approved cancellation and material-change refunds and refunds required by law. Cooperate with complaints and provide relevant information promptly. The commercial schedule allocates refund and processing costs between us; it does not reduce customers' statutory rights. Scanned tickets are excluded from the standard automated refund flow, but disputed admission and statutory claims require individual review. Do not promise customers conditions inconsistent with applicable law or the terms disclosed at purchase.

Records and event changes

Purchased ticket tier names and prices are locked. Events with ticket sales cannot be deleted or returned to draft by a promoter. Contact Turnout for cancellation and refunds; archiving does not delete financial records. You may edit permitted event details, but must notify Turnout promptly about changes affecting customers. Changes to an event date or venue after sales may require renewed payout review.

Personal information

Use purchaser and guest information only for lawful event administration and other purposes supported by an appropriate legal basis. A purchase is not permission for unrelated marketing. Limit access to authorised staff, protect exports and door access, and retain information only as long as necessary for lawful purposes. Promptly notify Turnout of suspected loss, misuse or unauthorised disclosure affecting shared information and cooperate with rights requests and incident handling. Each party remains responsible for its own legal obligations. Any controller-sharing, joint-controller or processing arrangements required by the actual activities must be documented separately; this clause does not itself establish those roles.

Restrictions, closure and review

Turnout may proportionately restrict an account, sales, scanning or transfers where reasonably necessary for suspected fraud, compromise, cancellation, disputes, payment-provider restrictions or material breach. Different restrictions have different effects; a payout hold alone does not cancel tickets or refund orders. We will explain the reason and available review steps where lawful and reasonably practicable, although urgent action may precede notice. Contact support to request review. You may request account closure, but closure does not remove obligations for existing tickets, refunds, debts or retained records. Termination does not cancel customer rights.

Responsibility and liability

Each party remains responsible for its own breaches and for obligations allocated to it in this agreement. Turnout does not guarantee event attendance, uninterrupted availability or a particular sales result. Nothing excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or liability that cannot lawfully be excluded. This agreement does not impose an automatic booking-fee-only liability cap or a blanket indemnity for Turnout's own fault.

Changes and order of precedence

The recorded event commercial schedule governs financial amounts and eligibility rules for that event; applicable law takes priority. Non-financial agreement changes will be communicated with their proposed effective date and material changes will require fresh acceptance where appropriate. Changes do not retrospectively rewrite existing purchases or frozen event policies unless required by law or separately lawfully agreed. Historical acceptance records are retained.

Complaints and governing law

Send complaints to support@turnouttickets.com with the event or order reference and the outcome you seek. We will investigate and respond, and may request evidence. This agreement is governed by the law of England and Wales, with non-exclusive jurisdiction of its courts, subject to any mandatory rights or jurisdiction rules. An invalid provision does not invalidate the remainder, and failure to enforce a provision immediately is not a waiver.

Applicable event schedule

Review the event policy shown before publication. The agreed launch schedule is described below; the recorded schedule for your event governs where an earlier or later approved policy differs. Accepting terms does not activate a platform policy, enable payments or change existing purchases. The event policy freezes on first publication, including its fees, refund allocation and settlement delay. Returning an eligible event to draft does not reset that policy.

Buyer price, booking fee and VAT

Under the launch schedule, the customer pays the promoter's ticket face value plus a booking fee of 8% of face value and 50p per paid ticket. Percentage amounts are rounded per ticket. Free tickets have no booking fee. No VAT is added to the launch booking fee. This does not determine your tax obligations on ticket sales. An approved different VAT or fee policy must be shown in the applicable event schedule; mandatory charges form part of the displayed buyer total.

Stripe processing costs

Under the launch schedule the promoter bears actual Stripe processing costs for the entire payment, including the booking fee. Estimates are illustrative and may differ by payment method, card origin or provider pricing. The same original processing cost must not be charged twice. Successful refund amounts, retained booking fees, processing costs and transfers are separately recorded.

Refund allocation

Under the launch schedule approved refunds return the ticket face value, including for event cancellation, and Turnout retains the booking fee except where applicable law requires otherwise. Earlier orders retain their recorded refund entitlement. The promoter bears processing costs retained by Stripe after a refund, but those costs are not deducted from the purchaser's face-value refund. Any legally required additional refund or disputed fee retention must be referred to Turnout for individual handling rather than rejected solely because of the standard refund settings.

Settlement eligibility and approval

The launch release threshold is seven days after the event ends. Eligibility is not a guarantee that funds transfer that day. Release depends on available funds, actual costs, refunds, disputes, Stripe account eligibility, enabled settlement processing and outstanding holds. New or unvalidated promoters require administrator approval. Validation can be granted by an administrator or earned after two distinct qualifying completed events with successful administrator-approved payments. Validation can be reviewed or withdrawn and does not override event-specific holds.

Event changes, holds and early release

A significant event-date or venue change after sales requires manual payment review, including for validated promoters. Same-date doors-open or closing-time changes do not alone create that event-change hold, but the actual event end still affects eligibility. Administrators may impose separate event or promoter holds and must review outstanding concerns before release. After an event has ended, an administrator may approve an earlier release through the controlled release process; this is discretionary and does not remove other safeguards. There is no entitlement to early payment.

Destination and timing of funds

Released funds are transferred to the promoter's connected Stripe balance. The promoter manages subsequent withdrawals to their bank through Stripe. Turnout does not promise bank receipt on the release date. Transfers remain subject to Stripe's restrictions and applicable holding limits; the post-event schedule is not permission to hold funds indefinitely. A new hold does not itself recall a transfer already completed.

Liabilities after settlement and disputes

Refunds or other evidenced liabilities attributable to your event may remain payable after a transfer. Recovery may use an available Stripe transfer reversal or an individually reviewed repayment request or invoice. A recorded invoice is not evidence of repayment. No automatic bank-debit authority is granted by these terms. Any proposed offset against future earnings requires a separately confirmed lawful basis and an itemised explanation; future-earnings offsets are not automated. Turnout must not recover the same amount twice. Disputed amounts and any chargeback or additional provider-fee allocation require review and supporting evidence; no new automatic chargeback-fee levy is created by this schedule.

Financial records and enquiries

Keep accurate seller and payment-account details and check your statements, event reports, refunds and transfer notifications. Report discrepancies promptly with references. Financial records are retained for applicable accounting, security and dispute purposes; account closure or event archiving does not erase them. Questions about allocation or recovery should be sent to support@turnouttickets.com.