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Terms & Conditions

Terms and Conditions

Please read these Terms and Conditions and Privacy Policy carefully as it sets out how Tixserve Ltd. ("Tixserve", "we" or "us") offers its Service and uses your personal information to provide you with the Tixserve mobile software application (the "App" or "Service").

Your downloading, access to, registration and use of the App is acknowledgement of your acceptance and compliance to these Terms and Conditions.

You must be 16 years of age or older to access the Service. If you are under 16 years of age, you need to seek parental or guardian consent to use the Service.

1. About Tixserve

The Tixserve App is powered, provided and owned by Tixserve Ltd. Tixserve is a registered limited company with address at Thompson Enterprise Centre, Clane Business Park, College Road, Clane, Co. Kildare, Republic of Ireland with company registration number 556393 and is also incorporated under the Companies Act 2006 as a private company in England and Wales with registration number 13259103.

1.1 We are a digital ticket delivery platform for live events that delivers Digital Tickets into the Tixserve mobile software application for demonstration purposes or on behalf of promoters, event organisers, managers, artists and venues of music, entertainment, sports, theatre, conferences and similar events (the “Event Partners”).

1.2 For the purpose of the General Data Protection Regulation (GDPR), Tixserve is the “Data Controller” where you are using our Service to receive a Digital Ticket(s).

1.3 Tixserve and the Event Partners are not joint controllers. Tixserve serves as a Software-as-a-Service (SaaS) platform to Event Partners. The Event Partners are also data controllers and they also own the customer data. For App demonstration purposes only, Tixserve is the sole owner of the data.

1.4 The Privacy Policy explains how we use your personal information and other data we collect when you use the App.

2. Services

2.1 The App offers delivery of secure Digital Tickets to smartphones (iOS and Android only) through the Tixserve digital platform for events on behalf of our Event Partners. The App may also be used solely as a demonstration purpose by Tixserve.

2.2 Digital Tickets delivered through the App will be subject to the Terms and Conditions outlined in this document and also any additional Terms and Conditions provided by the Event Partners. Please ensure you read, agree with and satisfy the Terms and Conditions associated with purchasing a ticket from the Event Partner’s ticketing web store.

2.3 If you are not happy with any of the Terms and Conditions listed on the Event Partner ticketing web store in relation to Digital Tickets, please do not use the Tixserve App and contact the appropriate ticketing web store provider to arrange an alternative means of receiving a ticket, e.g. paper ticket.

2.4 Tixserve accepts no liability on the Event Partner's ticketing web store behalf or the Event Partner's behalf.

2.5 Entry to an event using the Tixserve App can be subject to identification verification and rules and regulations of the Event Partners as stated at the time of purchasing a ticket. You may be refused entry if you do not satisfy the Event Partner's ticketing rules and conditions.

2.6 Please ensure you bring personal identification with you in case of any entry authorisation queries at the venue. Some events may require a person to be over 18 years of age and this will be stated on the Event Partner's ticketing web store ticket conditions.

2.7 You must not use this App if you do not meet the requirements and rules set by our Event Partner(s) in relation to buying a ticket(s). Tixserve accept no liability if you use this App without agreeing to the Event Partner's ticket terms and conditions when you buy a ticket(s).

2.8 Tixserve endeavour but cannot guarantee the App will be:

  • Compatible with any or all of your mobile device or any software which you may use on your device
  • Available all the time
  • Completely accurate and up-to-date

2.9 Tixserve shall not be responsible for any indirect losses you may suffer in connection with your use of the App or any content available through it. We shall not be responsible for any losses incurred by you as a result of a failure and/or malfunctioning of your mobile device, delays or interruption in the operation of the App or anything beyond our reasonable control.

2.10 It is your responsibility to have a working smartphone in good condition with a reliable battery and a screen free from any damage to be able to use the App. If your phone is in poor condition and the entry code cannot be read due to damage, you may be refused entry to the event.

3. User activity

3.1 The App is only permitted for your personal use and you agree not to use it for any activities prohibited by these Terms and Conditions. You are responsible for all your activities in connection with the App.

3.2 In downloading, using and registering the App, you are agreeing to have a compatible mobile device, e.g. smartphone, access and connectivity to WiFi, 3G, 4G or 5G and mobile messaging.

3.3 Mobile connectivity and use of internet may incur charges and you are responsible for these.

3.4 You are not permitted to attempt to interfere or interfere with the functioning of the App.

3.5 You agree not to disrupt the operating system of the App or attempt to breach the App security.

3.6 You are not permitted to reproduce, copy, sell, resell, remove, duplicate or modify in any way content or software in the App.

3.7 You agree not to use the App for an illegal purpose under UK, Irish, USA and European law.

3.8 The App and its contents may not be copied or used without Tixserve Ltd. consent in writing.

3.9 If we believe you have breached any of the Terms and Conditions outlined in this document, we reserve the right to suspend, modify or remove your account and/or the App at our discretion.

3.10 If you access any third party applications or websites or links from the App, you do so at your own risk. We do not accept any responsibility for any third party content that may be available through the App.

4. The basis for the processing of your data

4.1 Tixserve requires the minimum amount of personal information about you in order to process your Digital Ticket order from an Event Partner and/or the Event Partner ticketing web store, or for an App demonstration purpose, to enable delivery of a ticket(s) into your App:

  • Full name
  • Mobile number, including international country code

We may also process and confirm you have a valid email address.

4.2 We request the minimum amount of information from a user to operate the services and to protect the identity of users.

5. The basis for sending SMS notifications

5.1 When buying a ticket on the Event Partner's ticketing web store, you can choose the “Digital Ticket” delivery option for the ticket(s) you have bought.

5.2 During the process of buying a ticket from the Event Partner web store, you will have been asked to enter your mobile number on the registration page or at the point where you choose to receive a Digital Ticket, in order for a ticket to be sent to the correct phone.

5.3 By choosing “Digital Ticket” delivery, you are giving permission for an SMS to be sent to your device with instructions on how to receive your ticket(s). The mobile number you supply is then used by Tixserve to deliver your Digital Ticket to your mobile phone device.

5.4 The third party ticketing web store will share your mobile telephone number with Tixserve in order to complete your Digital Ticket(s) order.

5.5 To help you receive your ticket order quickly, Tixserve will / may send an SMS text to your mobile number advising you that you have received a ticket(s). The SMS text information will contain a link to the relevant App store, appropriate to your device, where you can download the Tixserve App to receive the ticket(s).

5.6 If you are using the App in a demonstration purpose, an SMS will be sent to your mobile number in order to send you Digital Tickets.

6. The basis for app registration with mobile number

6.1 After you download the App, to receive a Digital Ticket(s) you have bought on the Event Partner ticketing web store or if participating in an App demonstration, you are required to register the App in order to set up a secure Tixserve account.

6.2 You will need to register in order for Tixserve to send the correct ticket(s) to the correct person on the correct mobile number.

6.3 On registration of the App, you are required to enter your full name and your full mobile telephone number. The number must be a working number and include the international country code.

6.4 If you download the App and do not register in the App, you will not receive any tickets(s).

6.5 During the App registration process, for security purposes you will be sent an SMS security code by a third party SMS service provider containing a four-digit code. This code is used for the account setup verification and to ensure the mobile number provided is a real number and you are not a robot. There is no cost incurred by you to receive any SMS code.

6.6 The SMS service provider we use is Twilio. You can read their terms and conditions at https://www.twilio.com/legal/tos

6.7 If you do not want to receive an SMS security code to set up an account, please do not register the App. Contact Tixserve or the Event Partner ticketing web store that you bought your ticket from for an alternative means of ticket delivery, e.g. Paper ticket.

6.8 The SMS security code during registration is used for security authentication to:

  • confirm the mobile number entered is a working mobile number;
  • ensure you are not a computer programme / robot;
  • define your device type/IMEI number to confirm if you are using an iOS or Android device.

This information is then processed during registration in the Tixserve system and an account is assigned.

6.9 We endeavour to hold the minimum amount of personal information about you to provide the service and we do not hold, ask or require any further personal information such as, address, date of birth, gender or credit card details.

7. The basis for app permissions

7.1 After App registration, the App will then request additional permissions related to the settings on your mobile device in order to provide you with a superior Digital Ticketing experience.

7.2 The App will clearly ask your permission to:

  • access your location, to allow Google maps to guide you to the event and show your distance from the event;
  • allow push notifications, to allow the App to inform you of important event-related information;
  • allow access to your contacts, if you would like to transfer a ticket to a friend stored in your device contacts;
  • subscribe or unsubscribe to offers direct to your inbox.

7.3 The permissions are only used to make the App's Digital Ticketing experience better and more convenient for the end user.

7.4 'Access your Location' and 'Allow Access to Contacts' permissions information is not handled or held by Tixserve and Tixserve has absolutely no visibility about your location or contacts in your device if you allow these permissions.

7.5 If you choose not to give the App these permissions, then you may not be able to access all functions of the App. For example, if you deny 'Access your Location', the App will not display how far you are from the venue.

7.6 If you 'Deny' Push Notifications, you will not receive information specific to the event you are attending.

7.7 When transferring a ticket, if you deny 'Allow Access to Contacts', the App will not search your contacts to see who already has the Tixserve App and to be able to quickly transfer a ticket. This does not stop you from transferring a ticket as this can still be done without the App searching your phone contacts.

7.8 Regardless of you denying App permissions, you will still be able to use the App to enter the event and denying permissions will not affect your ability to view your ticket(s) and gain entry on that ticket(s).

8. Privacy Policy

This privacy policy governs the manner in which Tixserve Ltd. collects, uses, maintains and discloses information collected from users who register with the App.

Please read this Privacy Policy carefully to get an understanding of how we collect, use, protect or otherwise handle your information.

9. Collection of your personal information

9.1 During the registration process of the App, Tixserve will, at a minimum, collect the full name and mobile number of the user.

9.2 Tixserve will also collect your Device type/IMEI number of your device as explained in clause 6.8 above.

9.3 Tixserve requires to collect your name, mobile number and device type/IMEI in order for us to deliver a digital ticket to the correct registered App user.

9.4 Tixserve may also collect and confirm your email address (if asked to provide same in the registration process).

The reason why we collect this information is to ensure the Tixserve system can deliver the correct Digital Ticket(s) for the event you have bought a ticket(s) from at the Event Partner ticketing web store.

10. Use of your personal information

Your information supplied at registration is used for authentication of an account in the Tixserve system.

10.1 As well as the purposes described above, we use the personal information we collect to:

  1. administer the App or any other purposes required in order to allow us to provide the Service;
  2. communicate with you via SMS, in-App notifications and push notifications about your purchases via the App, including tickets (and the events they relate to) and any other non- ticket items;
  3. fulfil your orders for Digital Tickets via the App;
  4. provide better content, services, marketing, and support to you. For example, we may need to use your information to administer your account or provide you with information in connection with any purchases or events you have purchased a ticket for;
  5. administer and fulfil any competitions available to users via the App and communicate with you about those competitions. Note that there may be specific terms in the competition Terms and Conditions relating to your personal data; and
  6. Communicate with you via email.

10.2 We also use information that we collect about you for operational purposes, including:

  1. to provide customer service, including to respond to your enquiries and fulfil any of your requests for information;
  2. carry out verification checks, including to verify your identity when collecting tickets at a venue, to check that you meet any minimum age requirements, or to check that any restrictions on the reselling of tickets have been complied with;
  3. to send you important information regarding the Services, or other technical notices, updates, security alerts, and support and administrative messages; and
  4. as we believe to be necessary or appropriate under applicable law, to enforce our rights or
    to respond to requests from law enforcement and other government authorities.

10.3 We use your personal data on the following legal basis:

  1. your consent;
  2. as necessary to perform a contract to which you are a party;
  3. in our legitimate interests, including to improve the performance of the Services and in order to enhance our users’ experience of the Services, or in an Event Partner’s legitimate interests; and/or
  4. to comply with a legal obligation.

11. Disclosure of your information

11.1 We do not rent or sell your personal information to anyone without your explicit consent, but, subject to the need to perform the contract with you based on our Terms and Conditions and our legitimate interests, we may share your personal information in the ways described below:

  1. Agents and suppliers – We employ other companies and individuals to perform functions on
    our behalf, including data analytics services providers. We do not share your personal information with our agents or suppliers except as is necessary in order to enable them to
    provide us with a service.
  2. Third Parties – We may integrate with other third party products and services, such as
    Google Maps and Twilio, to enable certain features of the Services. We do not share your
    personal information with them except as is necessary in order to allow them to perform
    the features requiring their integration.
  3. Competition partners – When offering competitions via the Services, we may share your
    personal information with our competition partner for the purpose of administering the
    competition, (for example, arranging for the prize to be provided to the winner).
  4. Event Partners – We are a ticket delivery platform service, that delivers your event tickets
    on behalf of the Event Partner for that event. In order for an Event Partner to provide a
    customer service to ticket holders, ticket holder data can be accessed via the Tixserve
    system by the Event Partner.
  5. Other reasons – We may have to disclose your personal information by law, either because
    a court or the police or other law enforcement agency has asked us for it, to enforce our
    legal rights, or to prevent fraud or ticket-touting, for example.

11.2 We may also provide our partners with anonymous information about how users collectively use the App and website so that they can understand how often people use their services, the App and the website.

12. Information about other individuals

12.1 If you supply us with information (including personal information) on behalf of someone else, in doing so, you confirm that the other person has given you permission to act on his/her behalf and has agreed that you can:

  1. provide their personal information to us;
  2. give consent on their behalf to the processing of their personal data;
  3. receive on their behalf any data protection notices.

12.2 Such consent should be proved by providing Tixserve with written authorisation from the data subject or the document which demonstrates power to represent him or her. If these documents or consent are not available, do not give Tixserve any information on behalf of someone else. If this applies to your circumstance, please contact info@tixserve.com.

13. Security and international transfers of data

13.1 We are committed to ensuring that your information will be treated confidentially and securely, and we have put in place appropriate measures to ensure the security of your personal data.

13.2 The personal data that we collect from you will never be transferred to outside of the European Union.

13.3 Personal data collected from you is stored in data centres as well as Amazon cloud networks which are located or hosted in Ireland or the United Kingdom.

13.4 The Tixserve backend system is scanned on a monthly basis for potential security weaknesses and known vulnerabilities in order to keep your information as safe as possible.

13.5 Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential.

13.6 All information you supply is encrypted via Secure Socket Layer (SSL) technology and is kept on our system until a user request is received to remove that information. If there is a known security breach in the Tixserve system, we will endeavour to contact by telephone any person effected within 72 hours of the breach being found.

13.7 Tixserve keeps personal information to setup a secure account to a minimum. The system, at a minimum, requires your full name, mobile number and IMEI device number which are all recorded when you register in the App. Tixserve, may at times, ask to confirm a working email address during the registration process. Tixserve does not ask for or require any further personal information from you such as an email address, living address, payment details, gender or date of birth.

14. Data retention

14.1 We may retain your personal data for as long as we require for the purposes for which it is processed or as is otherwise required by applicable law.

14.2 When calculating the appropriate retention period for your data, we consider the nature and sensitivity of the data, the purposes for which we are processing the data, and any applicable statutory retention periods. Using these criteria, we regularly review the personal data which we hold and the purposes for which it is held and processed. Once processing has been completed, we may securely delete or anonymise your personal data.

14.3 We may delete accounts or specific information where we believe it may no longer be relevant or where an account has been inactive for more than a year. Account history may be deleted after 8 years.

For more details about your retention periods, please contact us at info@tixserve.com.

15. Your rights

Under the EU General Data Protection Regulation (GDPR), you are entitled to certain rights in relation to our handling of your personal data, as described below.

15.1 You may request details of the personal information that we hold about you under data protection laws. If you would like a copy of the information held about you please write to us at info@tixserve.com.

15.2 If you think any information we have about you is incorrect or incomplete, please email us at info@tixserve.com as soon as possible. We will correct or update any information as soon as we can.

15.3 You have the right to erasure of your data, which you can exercise by contacting us with this request at info@tixserve.com. We are not required to delete the information important for the establishment, exercise or defence of legal claims, or that we need to retain in order to comply with the law.

15.4 You have the right of restriction of processing, where the data is wrongfully processed but should not be erased for a reason listed in Article 18 (1) of the GDPR.

15.5 Until a download option has been developed based on universally recognised standards, you may exercise your right of data portability by obtaining your data by sending us an email request at info@tixserve.com.

If you would like to exercise any of your rights, please contact us at info@tixserve.com.

16. Contact and complaints

Should you have any complaints about how we handle your personal information, please contact us at info@tixserve.com.

17. Use of services by minors

The Services are not directed to individuals under the age of sixteen, and we request that if you are under sixteen years of age, you seek consent and permission from a parent or guardian to use the Service.

18. Updates to this Privacy Policy

We may make changes to this Privacy Policy from time to time. The last updated change to this document was on 4th of April 2023. We encourage you to read this Privacy Policy periodically to stay up-to-date about our privacy practices. Your use of the Services following these changes means that you accept the revised Privacy Policy.

Contact Us

If you have any questions about this Privacy Policy, please contact us at info@tixserve.com.