Acceptable use policy
Effective 2026-10-13
This Policy forms part of the Organizer Agreement between you and Entase. Terms defined there have the same meaning here.
1. What this policy covers
1.1 This Policy sets out what you may sell through Entase, how your Events must be described and kept accurate, and how you must deal with Buyers.
1.2 Failing to meet a standard set out here is a ground on which Entase may restrict an Event, suspend your account or terminate the Organizer Agreement. Clause 12 of that Agreement sets out those grounds in full, the statement of reasons you will be given, and how you may respond. Entase will not act on a ground that is not set out in this Policy or in that clause.
2. Your event must be what you say it is
2.1 Event information must be accurate and must not mislead a Buyer about what they are buying.
2.2 A tribute, covers, resident or similar act must be described as one. Billing such an act so that a reasonable Buyer would understand it to be the original artist is a breach of this Policy.
2.3 Do not list an Event you do not intend to stage, cannot stage, or have no right to stage.
2.4 Do not use another party's name, marks, images or recordings without the right to do so.
2.5 Line-ups, cast and programme may change — say so in the Event information, and tell Buyers when it happens.
2.6 Prices you advertise yourself. Any price you publish outside Entase — on your own site, on social media, in print, anywhere — must be the price a Buyer will actually pay at checkout, including any Fee you have chosen to pass on. Advertising a lower figure is a breach of this Policy.
3. Keep event status accurate
3.1 When an Event is cancelled, rescheduled or relocated, record it in the Platform. That is what sends the notification to Buyers. Telling us by email, posting on social media or updating your own website does not.
3.2 Cancellation. Initiate refunds to all affected Buyers within 7 days of recording the cancellation, except a Buyer who has expressly agreed to take a Ticket for another of your Events instead.
3.3 A change of date or time. Tell Buyers what their options are, and refund any Buyer who asks. This applies whether or not your own terms make the Ticket refundable, and whether or not a right of withdrawal applies to the Event. A Buyer may ask at any time up to the new date and time. Where the change puts the Event back by more than 14 days you may set a deadline for requests, but you must give that deadline to Buyers with the notification sent under clause 3.1, and it must leave them at least 14 days from that notification. You must initiate a refund within 7 days of the request. Until you record the change, no deadline of yours runs against a Buyer.
3.4 Relocation. Clause 3.3 applies in the same way where you move an Event to a different city or town. Where you move it within the same city or town, tell Buyers, and refund where your own terms or the law of the Event Territory require.
3.5 Where the law of the Event Territory gives a Buyer more than clauses 3.2 to 3.4, that law applies.
4. Look after your buyers
4.1 Answer Buyers. Publish a contact route and use it.
4.2 Comply with consumer law in the territory where the Event takes place — pre-contract information, refunds, and any right of withdrawal that applies to what you are selling.
4.3 Admit a Buyer whose booking can be verified from the personal data given at purchase, whether or not they can show a Ticket. Clause 9.2 of the Organizer Agreement requires it and the tool is in the Platform. Turning someone away who paid, whose booking you can see, is a breach of this Policy.
4.4 If you offer concession Tickets, say clearly what proof is needed at the door.
5. What may not be sold
You may not use Entase to sell Tickets for, or in connection with:
- anything unlawful in the territory where the Event takes place, or where the Buyer is;
- Events promoting violence, terrorism, or hatred against a group;
- Events whose purpose is to defraud;
- an Event for adults only, unless its age limit is stated in the Event information and checked at entry as the law of the Event Territory requires, and the Event page itself contains no sexually explicit images or text. Strong language, nudity in art, and medical, scientific or educational material are not sexually explicit;
- Events whose main purpose is sexual gratification, such as strip shows or sex parties;
- gambling or games of chance in any form — including casino nights, poker, bingo, betting, lotteries and raffles — even under a licence or for charity;
- any competition, tournament, quiz, prize draw or promotion in which paying gives a chance to win a prize of value, whether by skill or by chance. Money, vouchers, gift cards and goods are prizes of value; a trophy, medal or title is not;
- Events supplying or promoting illegal drugs, substances designed to mimic them, or cannabis, or teaching how to grow cannabis;
- the sale of weapons, ammunition or explosives at or through an Event;
- seminars, courses or meetings promoting get-rich-quick schemes, pyramid schemes or multi-level marketing;
- anything requiring a licence, permit or registration you do not hold;
- an Event whose real purpose is to move money rather than to admit anyone.
Tournaments and competitions are welcome:
- Competitors. Tickets that register competitors may be sold only where they give no chance to win a prize of value.
- Spectators. Tickets to watch a tournament may always be sold, whatever the competitors play for and however their entry is arranged outside Entase, as long as the spectator Ticket itself gives no chance to win a prize of value.
6. How you use the platform
6.1 Do not attempt to access parts of the Platform you have no right to, interfere with its operation, probe its security, or reverse-engineer it.
6.2 Do not use automated means to extract data beyond your own account, or resell access to the Platform.
6.3 Do not use the Platform to send unsolicited messages to Buyers beyond what the sale and the Event require, or beyond the marketing consent they gave.
6.4 Keep your account credentials secure and give access only to people who need it.
7. What Entase does when there is a problem
7.1 Entase contacts you first. Where we identify a problem, our first step is to contact you, explain what we have seen and give you the chance to fix it. We act without doing so only where the law requires us to act immediately, or where waiting would risk harm to Buyers or to the security of the Platform.
7.2 Measures. Clause 12 of the Organizer Agreement sets out what we may then do — restrict an Event, suspend your account, or terminate the Agreement — the grounds for each, the statement of specific reasons you will receive at the time or before, and your right to put facts to us and ask us to reconsider. Those provisions govern a breach of this Policy.
8. What happens to your money
8.1 Whether settlement continues during a suspension depends on the ground for it, and clauses 12.4 and 12.5 of the Organizer Agreement draw that line. Where we suspend because you have not accepted updated terms or have not provided documentation we need, amounts already due in your Settlement Wallet are paid out to you. Where we suspend on an integrity ground, we may withhold settlement for up to 30 days while we investigate, and will release amounts we are satisfied are properly due to you.
8.2 Refunds to Buyers. Where we reasonably determine that Ticket sales were procured by fraud or misrepresentation, were made in breach of this Policy, or that you will not stage the Event, clause 12.6 of the Organizer Agreement applies: you have instructed us in advance to refund the affected Buyers from your Settlement Wallet, as your agent and in discharge of your own obligation to them. We will tell you before doing so wherever it is practicable.
9. Reports about events and organizers
9.1 Anyone can report an Event or an Organizer to us through our support centre. Tell us the Event, what the problem is, and how to reach you if we need more.
9.2 We consider every report, and decide on it in a timely, diligent and non-arbitrary way.
9.3 If we act on a report about your Event, we will tell you what the report said, so that you can respond.
10. Changes
We may change this Policy under clause 16 of the Organizer Agreement — notice on a durable medium, at least 30 days, and your right to terminate before it takes effect. Where a change is required urgently by law or to deal with fraud or a security risk, clause 16.8 applies.