Terms of Service for Event Organisers

Last updated: 22 November 2025

Who these terms apply to: These terms apply to event organisers and their staff who use the Alpaca Tickets platform to sell tickets. If you are purchasing tickets for an event, please see our Ticket Purchase Terms.

1. Introduction

These Terms of Service (“Terms”) govern your use of the Alpaca Tickets platform (“Platform”) operated by Jak Spalding trading as Alpaca Tickets (“we”, “us”, “our”).

By creating an account or using our Platform, you agree to be bound by these Terms. If you are using the Platform on behalf of an organisation, you confirm you have authority to bind that organisation to these Terms.

2. Our Role

Alpaca Tickets acts as your agent for ticket sales, not as the seller.

When customers purchase tickets through our Platform:

• The contract for the ticket is between you (the Event Organiser) and the customer
• We act as your disclosed agent, facilitating the transaction on your behalf
• You are responsible for delivering the event and honouring the tickets sold
• We collect payment on your behalf and remit funds to you

This agency relationship means you bear the legal responsibility for the event, ticket terms, refund obligations, and customer service related to your events.

3. Your Account

Account Creation

• Accounts are created by invitation after you submit an enquiry
• You must provide accurate and complete information
• You are responsible for maintaining the security of your account credentials
• You must notify us immediately of any unauthorised access to your account

Account Responsibilities

• You are responsible for all activity that occurs under your account
• You must not share your login credentials with unauthorised parties
• You may invite team members to your organisation with appropriate roles

4. Platform Fees

Fee Structure

• We charge a platform fee on each ticket sold (typically 10% of the ticket face value)
• The exact fee percentage is agreed when your account is set up and displayed in your dashboard
• Fees may be absorbed by you (deducted from your payout) or passed to the customer (added to ticket price), as configured in your settings

Payment and Payouts

• Customer payments are processed by our payment provider and held by Alpaca Tickets on your behalf
• Payouts are typically made on the Monday following your event being marked as completed. There may be factors that delay a payout, but we will pay out as soon as it is reasonable to do so.
• We deduct our platform fees before funds are transferred to you
• Payment processing fees are covered by us and included in the platform fee

Refunds

• You are responsible for your refund policy and honouring refunds
• When you issue a refund, the customer receives the ticket price they paid
• Platform fees are non-refundable once a transaction is completed
• You authorise us to process refunds on your behalf when you initiate them through the Platform

5. Your Obligations

Event Information

You must ensure that:

• All event information (dates, times, venues, descriptions) is accurate
• Ticket prices and any fees are clearly displayed
• You have the right and authority to host the event at the specified venue
• You comply with all applicable laws, regulations, and licensing requirements

Customer Service

You are responsible for:

• Responding to customer enquiries about your events
• Handling complaints and disputes with ticket purchasers
• Communicating any changes to events (date, time, venue, cancellation)
• Admission and entry to your events

Legal Compliance

You must:

• Comply with UK consumer protection laws, including the Consumer Rights Act 2015
• Comply with UK data protection law (UK GDPR) as the data controller for your customers
• Ensure your events comply with health and safety regulations
• Hold appropriate insurance for your events
• Comply with any venue requirements and local authority regulations

6. Data Protection

When customers purchase tickets for your events, you are the data controller for their personal information. We act as your data processor.

You agree that:

• You have a lawful basis (typically contract performance) for processing customer data
• You will only use customer data for purposes related to your events
• You will not sell customer data or use it for unrelated marketing without consent
• You will respond to data subject requests (access, deletion, etc.) from your customers

See our Privacy Policy for more details on how we handle data.

7. Intellectual Property

Your Content

• You retain ownership of content you upload (event descriptions, images, logos)
• You grant us a licence to display and distribute this content for the purpose of providing our services
• You confirm you have the right to use any content you upload

Our Platform

• We retain ownership of the Alpaca Tickets platform, branding, and technology
• You may not copy, modify, or reverse engineer our Platform

8. Prohibited Activities

You must not use our Platform to:

• Sell tickets for events you do not have authority to host
• Engage in fraudulent or deceptive practices
• Violate any applicable laws or regulations
• Infringe the intellectual property rights of others
• Upload malicious code or attempt to compromise our systems
• Resell tickets at inflated prices (ticket touting)

9. Liability

Our Liability to You

• We provide the Platform “as is” and do not guarantee uninterrupted service
• Our liability is limited to the platform fees you have paid us in the 12 months preceding any claim
• We are not liable for indirect, consequential, or incidental damages
• We are not liable for the actions of ticket purchasers or third parties

Your Liability to Us

• You will indemnify us against claims arising from your events, content, or breach of these Terms
• You are responsible for any chargebacks or payment disputes related to your tickets

10. Suspension and Termination

By You

• You may close your account at any time by contacting us
• You must fulfil all obligations for tickets already sold before closure

By Us

We may suspend or terminate your account if:

• You breach these Terms
• We receive excessive complaints about your events
• We suspect fraudulent activity
• Required to do so by law

We will provide reasonable notice where possible, except in cases of serious breach or legal requirement.

11. Changes to Terms

We may update these Terms from time to time. We will notify you of material changes via email or through the Platform. Continued use of the Platform after changes take effect constitutes acceptance of the new Terms.

12. Governing Law and Disputes

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Contact Us

For questions about these Terms:

Email: [email protected]