Version 2026-08-01
Organiser terms
In short
- We hold ticket money until three working days after your event finishes, then send it to your bank.
- Our commission is taken per ticket at the rate on your plan. You choose whether the buyer pays it or you absorb it.
- If you cancel an event, every ticket is refunded in full and our commission is returned too.
- You are responsible for the event actually happening, and for anything you say about it in your listing.
- If a buyer disputes a charge and we lose, we may recover that amount from your future payouts.
What Tickestra does
We list your event, take payment from buyers, issue tickets, and pass the money to you less our commission. We are not the event organiser and we do not run your event. You are the person your attendees are buying from.
When you get paid
Ticket money is held in our Stripe account until your event has finished, then transferred to your connected account three working days later. We hold it because a cancelled or disputed event has to be refundable — if the money were already with you, a refund would mean taking it back, and that fails when it has already been spent. An unresolved payment dispute on an event will hold that event's payout until it is settled.
Our commission
The rate is set by your plan and is shown before you publish. It is calculated per ticket and snapshotted onto every order at the moment of sale, so a later change to your plan never alters what a past order was worth. You choose per event whether the buyer pays the fee on top or you absorb it from the ticket price. Card processing costs are paid by us unless your plan says otherwise.
Cancellations and refunds
If you cancel, we refund every ticket in full automatically and return our commission. If a buyer requests a refund under your own refund policy, we process it but keep our commission, because the sale did happen. You set your refund policy per event and it is shown to buyers before they pay.
Chargebacks
If a buyer disputes a charge with their bank and the dispute is lost, the money is taken from us. Where the dispute relates to your event — it did not happen, it was not as described, or entry was refused — we may recover that amount from money we hold for you or from future payouts.
What you are responsible for
That the event takes place as described. That your listing is accurate and does not mislead. That you hold any licences, insurance and permissions the event needs. That you comply with the law where the event happens, including consumer rights, licensing and safety. That any images you upload are yours to use.
What we can do
We can remove a listing or suspend an account if we believe an event is fraudulent, unsafe, unlawful, or is generating a level of disputes we cannot carry. Where we suspend an account, tickets already sold remain valid and money we hold for you is unaffected while we look into it.
Attendee data
You get the name and email of everyone who buys a ticket to your event, so you can run it. You are a data controller for that information. Use it for the event and anything they have separately agreed to, and nothing else. Do not add it to a marketing list without consent.
Ending it
You can close your account whenever you like, provided you have no events still to happen. We will pay out anything owed on the normal schedule. We keep order and payment records for as long as tax and anti-fraud law requires.
This is the agreement between Tickestra and organisers who sell through us. It is not legal advice, and it does not replace the contract between you and the people who attend your events.