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Seller Policies

1. Prohibited Items

Here's a list of ticket types or ticket items that you're not allowed to list for sale.

Listings without event access (Non-event ticket items) - You may only list non-event ticket items as an add-on to your event ticket listings or as otherwise approved by us. The most common forms of non-event items include:

  • Pit passes
  • Parking passes

Tickets for non-consecutive seats - All of the seats in your listing must be together (consecutive), or else you will have to list it as a separate listing.

Speculative tickets - You must only list tickets that you already have in your possession (‘In Hand’) or that have been allocated to you. Speculative tickets or ‘spec tickets’ are tickets that are listed for sale or sold before the seller actually owns the tickets or before the tickets have been allocated to the seller. Listing or selling speculative tickets on our Site is not allowed and may result in account suspension, fees, charges or other consequences. Sellers who regularly list tickets that are not in their possession and who are known to have listed speculative tickets in the past, may be required to provide an earlier In Hand Date than is normally required.

Stolen property - Selling stolen tickets or other stolen items on our Site is strictly prohibited and violates various laws.

2. Rules for Listing Tickets

Providing accurate and complete information about your tickets during the listing process is one of the keys to becoming a successful seller and is a requirement to list on the Site. If you do not follow all of the requirements in this section when listing your tickets, your listings may not appear on the Site, your sale may be canceled, you may not get paid, you may incur fees (associated with us finding replacement tickets for, or refunding, the buyer and/or a fixed admin fee), or you may be subject to other consequences specified in these Seller Policies and the User Agreement.

2.1. Accurately tell us when you'll be able to send the tickets to buyers (if your tickets aren't In Hand)
It’s OK to list tickets you own but don't have in your possession yet ('Not In Hand'). Once your tickets have sold, we will tell you about the deadline by which you must send your tickets (the "Must Ship by Date"). If you are unable to send tickets by this date, you must let us know immediately, or your order may be canceled, and you may be charged.

2.2. Select the right delivery method for your ticket type
We will show you the delivery methods available for the event during the listing process. Not all delivery methods are available for all events. The delivery method determines the last available date to send tickets that are Not In Hand and the date and time the listing will expire (i.e. no longer be visible to buyers). This allows you adequate time to get tickets to buyers before the event.

For some of our integrated partner teams and venues, you'll deliver your tickets by entering the barcodes printed on them. This type of delivery applies to all types of tickets and is not the same as electronic delivery of PDF files.

For all other events, when you start listing your tickets on the 'Enter your ticket details' page, you'll select a delivery method based on the type of tickets you have - electronic tickets (e-tickets), paper printouts, or traditional 'hard' tickets (such as tickets printed on card stock). Once your tickets sell, you can't change the delivery method, and you must deliver the tickets using the delivery method you selected.

Important: If you have 'hard' tickets, you must select the shipping option. You must not select electronic delivery, as traditional 'hard' tickets cannot be delivered electronically. You cannot scan, copy, or photograph them to convert them into PDF files.

For Ready Ticket tickets:
If you have e-tickets that are in your possession (In Hand), using Ready Ticket has the following benefits:

  • We'll highlight your listings as being ready for Ready Ticket (which is the delivery method buyers prefer)
  • Your tickets can stay listed longer

With Ready Ticket, you'll 'pre-deliver' your tickets when you list them for sale, instead of waiting to receive a buyer's order to deliver them. That way, within minutes of their sale the tickets are delivered to the buyer. If you choose to list your tickets using Ready Ticket you have agreed to list them for sale exclusively on our Site.

2.3. Enter accurate ticket info
When you list your tickets on our Site, you are responsible for providing full and accurate information about your tickets. Depending on the location of the event, this may include all or part of the following: the name of the event, date, section, row, seat and any other required ticket information. Where required, we may remove any listings, cancel any sales or take other actions if listings are vague, confusing, inaccurate or misleading about section, row and seat information.

2.4. Listing by zones
For some events, we divide sections of the venue into zones and allow you to list tickets by zone. In the case of zone listings, you aren’t required to know the exact seat locations for your tickets. But to list tickets by zone, you must be absolutely certain that you’ll be able to deliver tickets in that zone. Listing by zone may not be available in some jurisdictions.

2.5. Select any required disclosures
You are responsible for noting any important required disclosures about your tickets, including but not limited to:

  • Limited or obstructed view
  • Possible obstruction
  • Wheelchair seating
  • Wheelchair only
  • Wheelchair accessible
  • Alcohol-free section
  • Behind stage (possible obstruction)
  • Side stage (possible obstruction)
  • 21 and over event

2.6. Select accurate ticket features
Where available, if you have an aisle seat ticket, have a parking pass to include with the tickets you're selling, or want to highlight any other details about your tickets, select the appropriate check box on the 'Enter your ticket details' page when you're listing your tickets. Be sure to list exactly what you will deliver to the buyer.

2.7. List valid tickets
Only list tickets that you know are valid. It's your responsibility to make sure the tickets you list for sale on our Site are valid. If you deliver incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, you may incur additional fees or you may be subject to other consequences as set out in these Seller Policies and the User Agreement.

2.8. Comply with applicable law
When setting the sale price of your tickets, it is your responsibility to comply with all applicable laws, statutes, and regulations.

2.9. Manage your listings and sales closely
You are free to modify or delete your listing at any time before a sale is completed between you and buyer. But keep in mind that by listing a ticket for sale on our Site, you are making a binding offer to sell that ticket to a buyer who purchases the ticket for the price you have specified. When a buyer accepts your offer by purchasing your ticket, you are contractually bound to supply that exact ticket for the specified price and within the required delivery timeframe.

If you choose to list your tickets on our Site and on other sites and you end up selling your tickets somewhere else or no longer have them in your possession, delete them from our Site immediately. If your ticket sells on our Site although it has sold somewhere else and you are not able to complete the sale, you will be subject to the consequences described in Section 3.3.

If you upload electronic tickets for sale and then remove the listing, we are not responsible if you are unable to use those tickets due to technical or other reasons.

2.10. No guarantee
We do not guarantee that your tickets or related passes will sell or that your listing will appear on the Site within a certain time after it is posted or in a particular order on the event page or through search results. We will not, for any reason, provide compensation for tickets that do not sell, even if it is due to Site unavailability from an outage or maintenance or listing delays.

3. Rules for Getting Tickets to Buyers

3.1. Completing your sales
When your tickets sell, your sale is not complete until the buyer receives the tickets from you. Completing a sale means following all of the steps to deliver the tickets you sold, on time and as promised in your listing, plus the event has passed without dispute raised by the buyer.

As soon as your tickets sell, we'll send you an email with a deadline to complete your sale, i.e. the date by which the buyer must receive the tickets. The deadline to complete your sale is based on whether you told us your tickets were in your possession (“In Hand”) or not (“Not In hand”) - and if not, the date you identified as your In Hand Date.

3.2. Deliver your tickets on time and as promised
When sellers deliver tickets late, buyers may contact us concerned about their order. If any of the information in your listing doesn't exactly match the actual tickets you deliver to the buyer or if you don't complete your sale on time, we may cancel your sale, you may not get paid, you may incur additional fees or you may be subject to other consequences. With electronic delivery, you will upload your ticket as a PDF file. To ship hard tickets, you need to use the correct shipping label and follow the directions in the confirmation email.

The deadline for completing your sale depends on whether or not your tickets are In Hand and how you will deliver your tickets to the buyer. Refer to the guidelines below to determine when you are required to ship (or send) your tickets. Your 'Sale Date' refers to the date you receive the sale notification email.

  • In Hand Electronic Delivery: Sale Date + 1 calendar day
  • Not In Hand Electronic Delivery: In-Hand Date + 1 calendar day

For tickets Not In Hand (e-tickets only), you must upload your e-tickets as soon as you receive them from the promoter or organizer, at the latest one (1) week before the event.

Instant Upload: With Ready Ticket, you'll upload your tickets when you list them for sale, instead of waiting to receive a sale notification email to deliver them. That way, within minutes of their sale the tickets are delivered to the buyer. As with any other tickets, you can always edit or remove your listing before the tickets sell.

3.3. Reporting an issue and offering replacement tickets; Consequences for Failed Delivery and Invalid Tickets
You need to report an issue right away if you:

  • Can't send the tickets based on your In Hand Date;
  • Can’t deliver them at all; or
  • Need to offer replacement tickets.

You can report an issue by following the “Report an issue” link in the sales notification email or on the 'My Sales' tab in My Account.

What is a “failed delivery”?
A failed delivery means any one of the following:

  • You cannot deliver the exact ticket and related passes in time and as specified in your listing
  • You don’t have replacement tickets (tickets that we determine are comparable or better than the ones originally listed) that the buyer accepts
  • The buyer or us rejects your requested change and cancels the order
  • Or, for any other reason, you fail to complete your sale.

Remember, reporting an issue to request a change to your sale doesn’t mean it has to be accepted. We may in our sole discretion cancel the order without further notice or payment to you.

Consequences:
We monitor the frequency and rate at which you fail to complete sales as compared to your total sales (your 'failed order rate') and we reserve the right, upon notice to you, to suspend your account if we determine that your failed order rate has exceeded an acceptable level. Similarly, if you abuse our marketplace as determined by us in our sole discretion including, without limitation, (i) dropping orders at one price and relisting the same tickets for higher prices; (ii) engaging in speculative listings or (iii) other similar abuses of your obligations as a seller, you may be subject to an investigation and any applicable consequences.

If you have a failed delivery (as defined above) or do not deliver tickets at all or deliver incorrect, misrepresented or invalid tickets, we reserve the right to charge you the following additional fees and other charges to cover our costs for resolving the issue, including finding replacement Tickets or issuing a refund to the Buyer:

  • Replacement Fee: The price of a comparable or better replacement Ticket. The replacement fee can be higher than the original sales price of your Ticket.
  • Delivery Costs: Additional delivery costs which arise out of resolving issues caused by orders that were not correctly fulfilled.
  • Refund Costs: If replacement Tickets cannot be found or cannot be made available in time, we may charge you for the cost of the refund.
  • Administrative Fee: RM250 (per issue).

In addition, if you are unable to deliver the ticket at the latest one (1) week before the event, we reserve the right to cancel the sale and you will not be paid for the sale.

If we receive a report that tickets you sold on our Site were not valid for entry, we'll investigate to try to determine what caused the issue, and, if necessary, we'll reach out to you to request documentation.

4. Cancellations and Postponements

4.1. Canceled events
If you sold tickets to a canceled event, we'll email you to let you know and you won't be paid for the sale. If you were already paid, we'll recover the payment by charging your Payment Method on file with us or canceling pending payments (for other tickets you've sold). If you prevent us from recovering a payment, we may suspend your selling permissions or withhold future payments until the amount owed is recovered.

If you need your tickets shipped back to you in order to get a refund of your original purchase, please contact us by replying to the cancelation email within two weeks of the event cancelation.

4.2. Postponed events policy
A 'postponed event' is an event where the time or date has changed because it was rescheduled by the team, venue, artist or organizer. We evaluate postponed events on a case-by-case basis to determine the appropriate course of action. Here are a few things to keep in mind:

  • If a venue requires new tickets for the rescheduled event to be printed and you have already delivered the original tickets to the buyer, we will notify you on how you need to fulfill the order. If you don't send the tickets for the rescheduled event as requested and the buyer is denied entry to the event, we may charge you the full amount of the order, costs incurred to satisfy the buyer, and/or you may be subject to other consequences.
  • If an event is postponed and the new event ticket availability is limited and not guaranteed, we will deem the event canceled and handle this as we do other canceled events.
  • If an event is canceled or rescheduled, we reserve the right to cancel a seller’s transaction.

5. Payments and Taxes

5.1. Getting paid for your ticket sale
Sellers will usually be sent payments within 5-10 business days (sometimes longer) following the event. In some cases as determined in our sole discretion, sellers will be sent payment within 5-10 business days (sometimes longer) of our confirmation of the buyer's receipt of tickets or related passes.

Payment receipt times will vary depending on the payment method chosen by the seller. We'll also send you an email to let you know the buyer received the tickets and we have begun processing your payment.

5.2. Paying taxes
Except where required by law, we are not responsible in any way for the accuracy or suitability of any payment of any applicable taxes on your behalf. As a seller, you are responsible for collecting and remitting any and all applicable international, federal, state, or municipal taxes in connection with ticket sales, except where we are required by law to calculate, collect, and remit sales tax on those sales.

6. Prohibited Actions

6.1. Misusing buyer contact information on our Site and services
We provide you with the buyer’s contact information so you can ship tickets to them. However, don't use this information to contact the buyer for anything other than delivering the tickets you sold to the buyer and do not tell a buyer that you are affiliated with us or a representative of ours.

You are not allowed to use the Site or services to:

  • Contact other users
  • Ask other users to contact you
  • Buy, sell, or deliver tickets outside of our Site and services

6.2. Don't place additional items in the envelope
It is against these Seller Policies to include promotional or commercial materials in the envelope when you ship tickets to buyers. Examples of prohibited items include:

  • Catalogs
  • Business cards or business reply cards
  • Bookmarks
  • Coupons
  • Flyers
  • Solicitations
  • Other marketing or advertising material
  • Sticky notes with your contact information

Note that your payment may be withheld if you violate this clause.

7. Violations

When you violate these Seller Policies, you may face consequences, which could include the following (or any combination):

  • The fees detailed in Section 3 above, including the cost of replacement tickets, reprinting fees, additional delivery costs, administrative fees and refunds to the buyer
  • Warnings
  • The removal of your listings
  • Order cancelation
  • Limits to your buying and selling privileges
  • Withholding of payments
  • Temporary or permanent suspension of your account
  • Or any other consequences specified in the User Agreement

Remember, it's your responsibility to consult our User Agreement and all of our policies (including these Seller Policies) for all of the detail.