Ticketyboo Member Terms and Conditions

How to read these terms

These terms are the agreement between you and us. Read them straight through, or use the headings to find the part you need.

Start with section 1. It says who we are and, more importantly, who sells you what: the venue sells you the ticket, and we sell you your membership and the booking service. Most of what follows makes sense once that is clear.

There is no separate refund policy. The refund terms are section 8 of this document.

Where these terms touch your data — your photograph and the list we give the venue (sections 4 and 10), and the Evidence you send us (section 5) — they tell you the shape of it and point you at our Member Privacy Policy, which is where we set out properly what we do with your information.

1. Who we are, and who sells you what

1.1 Who we are. Ticketyboo is a trading name of Exposure Web Design Limited, a company registered in England and Wales with company number 06948480, whose registered office is at 7 Sidelands Road, Stratford-upon-Avon, England, CV37 9DS. In these terms, "we", "us" and "our" mean Exposure Web Design Limited trading as Ticketyboo. "You" means you, the Member.

1.2 What Ticketyboo is. Ticketyboo gives vetted people who work in theatre access to discounted and complimentary tickets that venues would rather fill quietly than advertise. You pay us a membership fee for that access, and a booking fee on each ticket you buy.

1.3 The venue sells you the ticket — not us. Every ticket on Ticketyboo is sold to you by the venue named on the listing. Your contract for the ticket is with that venue, on the venue's own conditions of entry. We are not the seller. We act as the venue's agent in taking your booking and your payment, and we tell you that openly every time: the venue is named on the listing, at checkout, on your confirmation email and on your ticket.

1.4 What you buy from us. Two things, and only two:

    (a) Membership — a monthly subscription that lets you browse and buy (section 6); and

    (b) The booking service — for which you pay a £5 booking fee on each ticket. The fee is our charge for finding, holding and issuing your ticket. It is not the venue's money and it is not part of the ticket price.

1.5 So there are two amounts on every purchase. The ticket price, which is the venue's, and our £5 booking fee. You see them separately before you pay and again on your confirmation email. Section 7 explains how they add up, and section 8 explains what happens to each of them if something goes wrong.

1.6 What that means in practice. The venue is responsible for the performance itself — putting it on, letting you in, the seat you get, and what happens if it is cancelled. We are responsible for the booking service and for the Ticketyboo app. Section 12 sets this out properly.

2. Words we use

We have kept these to the words that change what a clause means.

3. Who can be a Member

3.1 You must be 18 or over. Ticketyboo is not for under-18s. Membership is a paid contract and you buy tickets through it, so we only accept applications from people aged 18 or over.

3.2 You must work in the theatre industry. Ticketyboo is for professionals working in theatre and the performing arts — performers, directors, designers, choreographers, stage management, production, casting, agents, and the rest of the industry. Students and recent graduates of drama schools and comparable courses are welcome.

3.3 We decide who joins, and we do not have to accept you. To apply, you send us Evidence of your industry standing (section 5). A member of our team reads it and decides. We are not obliged to accept an application, and a decision is ours to make. We take it honestly and on what you have sent us; we do not run any automated check or scoring over your application.

3.4 If we cannot decide from what you have sent. We will tell you, and you can send more. That is not a refusal and it does not count against you — applications usually stall because of a lack of verifiable information, where an industry profile link would have settled it in seconds.

3.5 Getting in during the beta. While Ticketyboo is in beta, being accepted and getting into the app are two separate moments. We accept you first, then open the doors in waves — so that we launch safely, and so that when you arrive there are shows worth looking at. If you are waiting, you will see a page telling you so, and finishing the short checklist there brings your turn forward. This is a beta arrangement and it ends with the beta.

3.6 Nothing is charged before you are in. You are not asked for card details to apply, and you cannot be charged for a membership you cannot yet use. Section 6 covers what happens when the beta ends.

3.7 One account, and it is yours. Keep your sign-in details to yourself and do not let anyone else use your account. Tell us straight away if you think someone else has got into it. Keep the details on your account — your name, your email, your occupation — accurate and up to date.

4. Your account, your photograph and your details

4.1 Your photograph. You give us a photograph of yourself when you join. It is how a venue knows the person at the door is the person who bought the ticket: your ticket appears in the app with your name and your photograph beside it. Use a clear, current photograph of your own face.

4.2 What the venue sees. Before each performance we send the venue a list of the Ticketyboo bookings for that performance: your name, how many tickets you have, the seating band, and any access needs you told us about when you booked. If you tell us about access needs, we also email the venue about them as soon as you book. We do not give venues your email address or contact details, with one exception: when you tell us about access needs, you can choose to share your email address with the venue so it can contact you about them. The venue is contractually restricted to using what we send to let you in and to arrange your access needs for that performance — it may not add you to a mailing list, a CRM or a patron database. Our Member Privacy Policy explains this properly.

4.3 Your occupation. You can change your occupation at any time in the app. You do not need to be re-vetted to do it.

4.4 Keeping your account. You stay a Member even if your membership subscription stops. Being vetted is durable: if you let your membership lapse and come back later, you do not apply again.

5. The Evidence you send us

5.1 What we ask for. Enough to see that you work in the industry, plus a short note about what you do. A link is usually the whole of it, and which link depends on the job: a Spotlight, Mandy or agency profile if you perform; a portfolio site if you design; a programme or playbill credit page, or a cast-and-crew listing on a production or venue website, if you are in stage management, production or crew, where a public profile is rare. If there is nothing public to point at, tell us the production, the venue, the dates, and someone there who can confirm it. You can attach up to three files — a CV, a programme page, a press clipping — if a link will not do it.

5.2 Please do not send us sensitive documents. We do not need, and would rather not hold, your passport, your driving licence, a payslip, a bank statement, a union membership card, or anything carrying your National Insurance number, your date of birth or your medical or financial details. A profile link proves the same thing and costs you nothing.

5.3 If you send one anyway, we may delete it. Where a file you send contains information of that kind, we may delete the file as part of reviewing it, and keep only a short note recording that we saw evidence and deleted it for that reason. You do not need to do anything, and it does not count against your application.

5.4 We delete Evidence either way. Everything you send as Evidence is deleted on a timer after your application is decided, whichever way it goes. We keep the decision, a note of what we relied on, and any profile links — not the documents.

5.5 What we do not do with it. We do not run automated analysis of any kind over your Evidence or your photograph — no scanning, no text extraction, no profiling, no AI review. A person reads it.

6. Your membership

6.1 What membership is. Membership gives you access to browse and buy tickets on Ticketyboo. There is a monthly membership fee — we show you what it is before you subscribe — and it renews automatically each month until you cancel. We are Exposure Web Design Limited, trading as Ticketyboo, and membership is a contract between you and us — separate from the tickets you buy, which are sold to you by the venue named on each listing.

6.2 The beta. During the beta, membership is free with a beta code, and we do not take your card details for it. Beta codes come from the agencies, schools, unions and charities we work with, and from us. Without one, membership is the ordinary monthly membership described in 6.1, from the day we let you in — and a paid membership taken during the beta is that ordinary monthly membership in every respect, so your right to change your mind under 6.3 and 6.4 applies to it in full. A free beta membership lasts as long as the beta. When the beta ends, your free membership ends with it — it does not roll over into a paid one, and we will never charge you without you choosing to subscribe. We will give you at least 30 days' notice before the beta ends, and during that notice period you will be able to subscribe so your access carries on without a break. If you subscribe during that period, we do not start charging you until the beta actually ends.

6.3 Changing your mind. When you subscribe, you have 14 days to change your mind and cancel, starting the day after you subscribe. You do not need to give a reason.

6.4 Starting straight away. Membership normally starts as soon as you subscribe, so you can use it immediately. By subscribing you are asking us to start it straight away. That does not take away your right to change your mind under 6.3 — but if you do cancel within those 14 days, you pay for the part of the month you had access for, and we refund the rest.

6.5 How to cancel. You can cancel at any time from your membership settings on the Ticketyboo website. It takes one step and we will not ask you to phone us, fill in a survey or talk to anyone. We will email you to confirm, and tell you the date your access ends. If you are on the free beta, there is nothing to cancel: your free membership ends when the beta does, and you will never be charged for it. If you want to leave sooner, you can delete your account.

6.6 If we change the price. We will give you at least 30 days' notice before any change to what you pay, and you can cancel before it takes effect. A new price never applies to a period you have already paid for.

6.7 Tickets you have already bought. If your membership ends — whether you cancel it, or it simply runs out — the tickets you have already bought stay yours. You will still be able to open them in the app and present them at the door. What you lose is the ability to browse and buy new ones.

6.8 Annual membership. We may offer membership on an annual basis. Where we do, we will show you the full annual price before you subscribe, alongside what that works out at per month, and tell you the date of your first payment and that it repeats every year. Annual membership renews automatically until you cancel, and 6.3 to 6.7 apply to it in the same way.

6.9 Your legal rights. Nothing in this section affects your rights under consumer law.

7. Buying tickets

7.1 A membership buys access, not tickets. What you pay for each month is the ability to see and buy what venues release. It is not a promise that there will be anything you want. Venues decide what to release, when, and how much of it. Some weeks there is a lot; some weeks there is very little, and some shows never appear at all. If nothing suits you in a given month, that is not a failure of the service and there is no refund of the membership fee for it. You can cancel at any time (6.5).

7.2 Where nothing is available. If a performance has sold out, or a long-running show has nothing on sale at the moment, you can register your interest and we will email you once when the venue puts tickets back on sale, or new dates go on sale. To hear about the next time as well, register your interest again. That is a notification, not a reservation or a place in a queue — when tickets appear it is first come, first served.

7.3 The price you see is the price you pay. The price shown on a listing is the total, per ticket, and it includes our £5 booking fee. We do not add anything at the end. Before you pay, we show you the split: the ticket price going to the venue, and our £5 booking fee.

7.4 The minimum is £5, including free tickets. Where a venue is giving a ticket away, the ticket price is £0 and you pay our £5 booking fee. So the lowest price on Ticketyboo is £5, and on a giveaway ticket the whole £5 is our fee and none of it is the venue's. Clause 8.5 explains what that means for refunds.

7.5 Holding a ticket while you pay. When you start a purchase we hold the tickets for 10 minutes so nobody else can take them while you are paying. If you do not finish in that time the hold expires and the tickets go back on sale. A hold is not a booking and it does not guarantee you the seats.

7.6 When your booking is made. Your booking is made when your payment succeeds and we issue your tickets, which is when you get your confirmation email. Very occasionally a payment succeeds but we cannot issue the tickets — the seats went in the meantime, or the performance came off sale. Nothing has been sold in that case, and your whole payment comes back automatically (8.4).

7.7 Sales close before the performance. Each venue sets how long before curtain its sales close, and it is shown on the listing. After that point you cannot buy for that performance.

7.8 Which seat you get is the venue's decision. You buy into a seating band — "Stalls", "Best Available" and so on — not a specific seat. The venue allocates the actual seat, on the same basis as any other ticket at that price level. You will not be seated worse than the band you bought because you booked through Ticketyboo, and the venue must not point you out to other people in the audience as holding a discounted ticket.

7.9 How you pay. Card payment, processed by Stripe. Your card statement will show the venue's name, because the venue is the seller (clause 1.3).

7.10 There is no 14-day right to change your mind on a ticket. The law gives you a 14-day cancellation right on most things bought online, but not on leisure services booked for a specific date — which is what a theatre ticket is. So once you have bought a ticket, you cannot cancel it as of right. What you can do is ask the venue: section 8 explains where you stand.

8. Refunds

8.1 Who you are buying from. Each ticket is sold to you by the venue named on the listing. Ticketyboo is not the seller of the ticket. We provide the booking service, and the £5 booking fee is what you pay us for it. You see both amounts separately before you pay and again on your confirmation email.

8.2 If the venue cancels the performance. You get everything back — the ticket price and the £5 booking fee. The venue funds the ticket price and we return the booking fee. You do not need to claim it: we start the return as soon as the venue tells us the performance is off, and the money goes back to the card you paid with.

8.2A If the venue changes the performance. If the venue moves the performance to a different time or a different room after you booked, we email you to tell you. If you can't make the change, contact the venue. It will refund your whole booking — the ticket price and the £5 booking fee. The venue funds the ticket price and we return the booking fee.

8.2B If the venue can't meet your access needs. When you book, you can tell the venue about your access needs from a short list. If the venue can't accommodate them, it will refund your whole booking — the ticket price and the £5 booking fee — and we will tell you. The venue funds the ticket price and we return the booking fee.

8.3 If you cannot attend. Contact the venue. Whether to refund the ticket price is the venue's decision, on its own terms, and we do not overrule it either way. If the venue does refund you, the £5 booking fee is not returned, because the booking service was already provided — we found the seat, held it and issued your ticket.

8.4 If we could not issue your ticket. Very occasionally a payment goes through but the ticket cannot be issued — the seats were taken in the meantime, or the performance came off sale. Nothing has been sold, so your whole payment is returned automatically, the £5 booking fee included. You do not need to do anything, and we will tell you it has happened.

8.5 Complimentary tickets. Where a venue gives a ticket away, there is no ticket price — the £5 you paid is the booking fee and nothing else. So if you cannot attend, there is nothing for the venue to refund. 8.2, 8.2A, 8.2B and 8.4 still apply in full: if the performance is cancelled or changed, if the venue can't meet your access needs, or if we could not issue the ticket, you get your £5 back.

8.6 Tickets cannot be transferred or resold. Your ticket is personal to you and is presented at the door with your photo. You cannot pass it on, give it away or sell it, and doing so may cost you your membership. This means that asking the venue under 8.3 is the only way to release a booking you cannot use.

8.7 How the money reaches you. Refunds go back to the card you paid with. Card networks usually take a few working days after we send it.

8.8 Your legal rights. Nothing in this section affects your rights under consumer law, including your rights against the venue as the seller of the ticket.

9. Your tickets are personal to you

9.1 No transfer. A ticket you buy on Ticketyboo is yours and nobody else's. You may not give it away, swap it, pass it to a colleague, or let someone else use it — including a member of your own party who is not you. You present it yourself, with your photograph beside your name — in the Ticketyboo app, or from the confirmation email we send you.

9.2 No resale, ever. You may not sell or re-sell a Ticketyboo ticket, offer one for sale, or advertise one, at any price, on any platform, including at or below what you paid. There is no mechanism on Ticketyboo to transfer a ticket to anyone, and there is not going to be one.

9.3 What happens if you do. Breaking 9.1 or 9.2 is a serious breach of these terms. We may suspend or end your membership under section 11, and the venue may refuse admission to whoever turns up with your ticket.

9.4 Bringing other people. How many tickets you can buy for a performance is the venue's decision — sometimes one, sometimes more — and we show you the number when you book. Where you can buy more than one, the people you bring do not have to be Members. They come in as your party, on your booking, and you go in with them — the tickets are still yours, and you cannot buy tickets on Ticketyboo for other people to use without you.

9.5 Please keep it to yourself. Venues list with us because Ticketyboo is discreet. Please do not publish, post or forward the prices you are offered, or a venue's availability, outside Ticketyboo.

10. At the venue

10.1 You are the venue's guest. When you go, you are the venue's customer and its own conditions of entry apply to you exactly as they apply to anyone else — latecomers, age restrictions for particular shows, photography, food and drink, behaviour, dress, and everything else.

10.2 How you get in. Show your ticket — in the Ticketyboo app, or the confirmation email we sent you. Front of house checks your name against the list we sent them and your face against your photograph. If you are using the app, bring your phone charged: your ticket lives in it.

10.3 If the venue refuses you admission. For behaviour or a breach of its conditions of entry, that is the venue's decision and its consequences — we cannot overrule it, and there is no refund from us. If a venue refuses you admission for any other reason, tell us: the venue has agreed with us to treat that as a refund case.

10.4 Be good to the venue. Turn up, or tell the venue if you cannot. A run of no-shows is noticed by the venues we depend on, and repeated no-shows may cost you your membership (section 11).

11. Suspending or ending your membership

11.1 You can leave whenever you like. Cancel your membership on the Ticketyboo website (6.5). If you want your account closed and your data deleted as well, ask us and we will do it — our Member Privacy Policy explains what we can delete and what we have to keep.

11.2 When we may suspend you. We may suspend your access if we reasonably believe that you have:

    (a) sold, transferred or offered to transfer a ticket (section 9);

    (b) given us false or misleading Evidence, or are not who or what you said you were;

    (c) let someone else use your account;

    (d) behaved abusively towards a venue, its staff, another Member or our team;

    (e) repeatedly failed to attend performances you booked (10.4);

    (f) used Ticketyboo unlawfully, or in a way that puts us or a venue at risk, including a fraudulent payment or a chargeback on a ticket you used; or

    (g) seriously or repeatedly broken these terms in some other way.

11.3 We will tell you, and we will tell you why. If we suspend you we will let you know, and we will tell you the reason if you ask us. We may hold the reason back only where telling you would prejudice an investigation into fraud, would tell someone something about another person that is not ours to tell, or where the law stops us. If you think we have got it wrong, say so — write to us at the address in section 14 and a person will look at it again.

11.4 What suspension stops. You cannot browse, buy or hold tickets while you are suspended.

11.5 What suspension does not stop — tickets you have already bought. Tickets you have already paid for stay yours. You can still open them in the app and present them at the door. The one exception is where the reason we suspended you is about those tickets — for example that you passed one on, or the payment for them was fraudulent — in which case we may cancel them, and we will tell you we have.

11.6 If you are paying when we suspend you. We cancel your membership subscription and stop charging you, and we refund the unused part of the period you have already paid for. We do not keep your money for access you cannot use.

11.7 If we lift a suspension. You pick up where you left off. You do not apply again and you do not send Evidence again — you are still a Member.

11.8 Ending your membership altogether. We may also end your membership, rather than suspend it, by giving you 30 days' notice, refunding the unused part of anything you have paid, and leaving every ticket you have already bought valid. We would use this if we stopped running Ticketyboo, or stopped offering it to a group of Members, rather than because of anything you had done.

11.9 Serious cases. Where 11.2 applies we may act immediately and without notice, and where the breach is serious we may end your membership rather than suspend it. Clauses 11.3, 11.5 and 11.6 still apply.

12. What we are responsible for, and what the venue is

12.1 What we promise. We will provide the booking service and the app with reasonable care and skill.

12.2 What the venue is responsible for. Everything about the performance itself: putting it on, its quality, its running time, its content, admitting you, the seat you are given, access and facilities at the building, and cancelling or changing it. Your rights about any of that are against the venue, as the seller (clause 1.3), and we cannot exercise them for you. We are always willing to help you get hold of the right person at a venue.

12.3 Things we do not promise. We do not promise that tickets will be available (7.1), that any particular show or venue will appear, or that the app will always be available and error-free. We may change how the app works, take features away, or take the service down for maintenance.

12.4 Where we are liable. If we fail to meet these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking them or of our failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.

12.5 What we never exclude. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of the terms implied by the Consumer Rights Act 2015, or for anything else that cannot lawfully be limited or excluded.

12.6 We are not liable for the venue. Subject to 12.5, we are not liable for a venue's acts or omissions — including a cancelled, changed or disappointing performance, a refusal of admission, or a refusal to refund.

13. Changes to these terms

13.1 When we may change them. We may change these terms to reflect a change in the law or in regulatory guidance, a change to how Ticketyboo works or what it offers, a change in what a payment provider or venue requires of us, or to correct an error or make them clearer. Price changes are covered by 6.6, not by this section.

13.2 Notice. We will tell you at least 30 days before a change takes effect, by email and in the app, unless the change is required by law and cannot wait — in which case we will tell you as soon as we can.

13.3 If you do not want to accept a change. Cancel before it takes effect and you will not be bound by it. Any tickets you have already bought are unaffected by any change to these terms; the terms that applied when you bought them keep applying to them.

13.4 Which version applies. The version in force when you bought or subscribed is the one that governs that purchase or that period. We keep every version and will give you an older one if you ask.

14. Complaints, and how to reach us

14.1 Talk to us. For anything about your membership, a booking or these terms, use Get help in your account, on the website or in the app. If you can't sign in, or we haven't approved your application yet, or your access is suspended, email support@ticketyboo.app instead. You can also write to us at Exposure Web Design Limited, 7 Sidelands Road, Stratford-upon-Avon, England, CV37 9DS.

14.2 Data protection. For anything about your personal data — a copy of it, deleting it, objecting to something we do with it — email privacy@ticketyboo.app. Our Member Privacy Policy explains your rights properly.

14.3 Complaints about a performance or a venue. Take those to the venue first, since the venue sold you the ticket and put on the show (clause 12.2). Tell us as well if you would like us to know, and we will help you reach the right person.

14.4 How we handle a complaint. You can make a complaint through Get help, by choosing "Make a complaint", or by any of the routes in 14.1. We will acknowledge it within 2 working days and give you an answer, or an honest explanation of when you will get one, within 10 working days.

14.5 If we cannot sort it out. You can take the matter to court. Nothing here affects your right to do that, or your right to get free advice from Citizens Advice.

15. General

15.1 These terms and you. These terms are the agreement between you and us about your membership and your use of Ticketyboo. Your contract for each ticket is separate, and is with the venue.

15.2 We may transfer this agreement. We may transfer our rights and obligations under these terms to another company — for example if our business is sold. If we do, we will tell you, and it will not reduce your rights. You cannot transfer your membership to anyone else (section 9).

15.3 Nobody else can enforce these terms. Only you and we can enforce them. No one else has any right to under the Contracts (Rights of Third Parties) Act 1999.

15.4 If part of this does not hold. If a court finds any part of these terms unlawful or unenforceable, the rest of them carry on.

15.5 If we do not act straight away. If we do not insist that you do something you must do under these terms, or if we are slow to act about you breaking them, that does not mean we have given up the right to act later.

15.6 Which law applies. These terms are governed by the law of England and Wales, and you can bring court proceedings in the courts of England and Wales. If you live in Scotland you may also bring proceedings in Scotland, and if you live in Northern Ireland you may also bring them there.