Organiser terms

1This agreement

These terms are the agreement between you and Mela for selling tickets through Mela. They apply from the moment you create an organisation, and they are accepted by using the service.

They are written for a business selling tickets. If you are buying a ticket, the ticket terms apply to you instead.

2You are the seller

You sell the tickets. The contract for each ticket is between you and the buyer, and you are the one responsible for the event, for what is advertised, for what happens on the day, and for honouring the refund policy you set.

We act as your agent for taking payment, issuing tickets and emailing them, and we provide the tools you use to run it. We are not a party to your contract with a buyer, and we are not an event organiser or a reseller.

You must keep to the law that applies to you, including consumer law, licensing, safety, and advertising. If a buyer has a statutory right against you, having bought through us does not change it.

3Your account and your team

Keep the details on your account accurate, and keep your sign-in to yourself. You are responsible for everything the people you invite do in your organisation, and for taking their access away when they should no longer have it.

Owners, administrators and finance roles must set up two-step verification. This is not optional: those roles can move money.

4Payments and Stripe

Money from your ticket sales is taken on your Stripe account, not ours. To sell a paid ticket you have to connect a Stripe account and accept Stripe’s own Connected Account Agreement, and Stripe decides whether to accept you.

Payouts are between you and Stripe, on Stripe’s schedule. We never hold your money, which is deliberate: if Mela disappeared tomorrow, your takings would still be yours and still be with Stripe.

Refunds are made from your balance. You need enough in it, or the refund fails and has to be retried.

Chargebacks and disputes are yours. Stripe may take the disputed amount and its fee from your balance, and we will show you what happened.

5What we charge

Our fee is 1.5% + 35p per paid ticket, capped at £5.00. A £20 ticket costs £0.65. Free tickets are free, with no limit on how many. There is no monthly charge and no contract length.

You choose, per event, whether to pass our fee on to the buyer or absorb it into your price. Either way the buyer sees one all-in price before they pay.

We take our fee at the point of sale, as an application fee on the payment. Stripe’s own processing fees are separate and are charged to you by Stripe.

Our fee is not returned on a refund you choose to make. Where you cancel an event and refund everyone, we return our fee too.

We will give you at least 30 days’ notice by email before changing our fees. Events already on sale keep the fee they were sold under.

6Tax

Your tax is yours. If you are registered for VAT, set your rate in Settings and we will record the VAT inside each order for your records. We do not file anything for you, and we do not give tax advice.

Our own fee may carry VAT, and your invoice from us will show it.

7What you may not sell

You may not use Mela for anything illegal, or for:

• an event you have no right to sell tickets for
• anything that promotes hatred, violence or discrimination
• gambling, weapons, drugs, or age-restricted goods dressed up as tickets
• raising money under a false description, or an event you do not intend to run
• collecting information from attendees that you have no lawful basis to collect

We can take an event down, or suspend an organisation, where we reasonably believe this clause has been broken, or where we are required to. We will tell you the reason. Where it is safe and lawful to, we will ask first.

8Attendee information

For the people who buy tickets to your events, you are the data controller and we are your processor. You decide what is collected and why; we hold it and act on your instructions.

As your processor we will: only process attendee information to provide the service or as you instruct; keep it secure; keep our staff and our sub-processors bound to the same; help you answer a request from an attendee or the ICO; tell you without undue delay if there is a breach; and delete or return it when this agreement ends.

Our sub-processors are listed in the privacy notice. We will tell you before adding one, and you can object.

If you collect answers about health, access needs or diet, you are responsible for having a lawful basis and for telling attendees. We restrict who can read them, leave them out of tickets and emails, and delete them 30 days after the event.

9The service itself

We will provide the service with reasonable care and skill, and we will keep it available as far as we reasonably can. We do not promise a particular uptime figure at this stage, and we would rather say so than promise one we have not yet measured.

We will give you notice of planned maintenance where we expect it to interrupt selling, and we avoid deploying during an on-sale we know about.

We may change the service, and we will not remove something you depend on without telling you first.

10Liability

Neither of us limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.

Otherwise, our total liability to you in any 12-month period is limited to the fees we charged you in that period. We are not liable for lost profit, lost sales, or losses that were not reasonably foreseeable.

You are liable to us for claims that come from your event, from what you advertised, or from your breach of these terms.

11Ending it

You can stop using Mela at any time. If you have sold tickets to an event that has not happened yet, you have to see it through or refund the buyers: ending this agreement does not end your contracts with them.

We can end this agreement with 30 days’ notice, or immediately if you break the clause on what you may not sell, or if we are required to.

After it ends you keep access to your records for 30 days so you can export them, and we then delete what we are not required to keep.

12Changes, and the law that applies

We may change these terms with reasonable notice by email. The version that applies to an event is the one published when you put it on sale.

This agreement is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.