Terms & Conditions

A1. Who we are

Boutix is operated by Webb Click Ltd ("Boutix", "we", "us", "our"), a company registered in England and Wales.

Company name:

Webb Click Ltd

Trading name:

Boutix

Company number:

16966557

Registered office:

7 Croft Way, Hampton Hargate, Peterborough, PE7 8BL

General enquiries:

hello@boutix.co.uk

A2. What Boutix does, and what it does not do

Boutix is a platform that lets an Organiser list an event, sell tickets, and get paid. We provide the ticketing software and, as the Organiser's agent, we take each payment straight into the Organiser's own Stripe account. The Organiser is the seller.

We do not run the events sold through Boutix. The contract to attend an event is between you and the Organiser of that event. The Organiser is responsible for the event itself: that it happens, when and where it says it will, that it is safe and lawful, that any description or line-up is accurate, and for anything that happens at the venue. We are responsible for the ticketing platform, for taking payment correctly, and for releasing the Organiser's money to them at the right time.

Where these terms give you rights against the Organiser rather than against us, we say so. Nothing here affects your statutory rights.

A3. Your account

You can buy a ticket without an account. If you create one, you sign in with a link sent to your email address rather than a password, so keep access to that mailbox secure. You are responsible for activity under your account. Tell us at hello@boutix.co.uk if you think someone else has access to it.

A4. Acceptable use

You must not use Boutix to:

• break the law, or help anyone else to;
• sell tickets for an event you have no right to sell tickets for;
• buy tickets by automated means, or in quantities intended for unauthorised resale;
• interfere with the platform's security, availability or integrity, or attempt to access data belonging to other users;
• copy, scrape or reuse listings, ticket data or contact data belonging to others; or
• impersonate anyone, or misrepresent your connection with an event or organisation.

We may suspend or close an account, cancel tickets, or remove an event where we reasonably believe these terms have been broken. Where we cancel a ticket for a reason that is not your fault, you get a full refund.

B1. Your contract

When you buy a ticket, you enter into a contract with the Organiser to attend their event, and a contract with us for the ticketing service. The Organiser is the seller of your ticket, so the payment is made to them and your card statement shows their name. Your order is accepted, and the contract formed, when we confirm your tickets on screen and by email. If payment fails or the tickets are no longer available, no contract is formed and you are not charged.

B2. Price

The price shown is the price you pay. Boutix does not add a booking fee, a service fee, or a per-transaction card charge on top. Our fee is charged to the Organiser out of their proceeds, not to you. All prices are in pounds sterling and include any VAT the Organiser is required to charge.

The one exception is reselling: if you resell a ticket through Boutix, a flat £1 is deducted from the amount you get back (see B5).

B3. Your ticket

Your ticket lives in your Boutix account, and in the emailed order link we send you. Depending on what the Organiser has chosen, it will use one of three levels of entry security:

• Standard: a QR code that does not change.
• Enhanced: a QR code that regenerates continuously, so a screenshot goes stale.
• Strict: as Enhanced, plus a code sent by SMS to your phone when you ask for it, shortly before you go in. You will have given a mobile number at checkout for these events.

Do not share a screenshot of your ticket with anyone you are not giving it to. A ticket can only be admitted once, and if someone else uses it first you will not get in. If your ticket will not scan on the day, event staff have a manual check they can use, so speak to them rather than leaving.

B4. Entry

Admission is at the Organiser's discretion and subject to the venue's own conditions. The Organiser may refuse entry, or remove you, for good reason - for example if you do not meet an age restriction, or your behaviour is unsafe. That is a matter between you and the Organiser, and we are not able to overrule it.

If an event is for under-18s, the Organiser will have said so, and the contact number held for a Strict ticket will be a parent's or guardian's rather than the attendee's.

B5. Passing a ticket on, and reselling

Each Organiser chooses how transferable their tickets are, and this is shown on the event page before you buy:

• Open: you can assign any ticket in your order to someone else, free of charge, and resell through Boutix once the event is sold out.
• Assignable: you can assign tickets, but at least one must stay with you. Resale is not available.
• Locked: each ticket's holder is fixed at checkout and cannot be changed afterwards.

Where resale is available, it only opens once the event is sold out, and a resold ticket is always sold at its original face value - you cannot list it for more. The seller pays a flat £1, deducted from the refund they receive when it sells. The new buyer pays face value and nothing else.

Selling a Boutix ticket elsewhere, above face value, or as part of an unauthorised resale operation is not permitted, and we may cancel tickets we reasonably believe have been sold that way.

B6. Refunds

The refund policy is set by the Organiser, not by us, and the exact policy for an event is shown on its page before you buy. It will either be non-refundable, or tiered: a full refund up to a stated number of days before the event, a stated percentage up to a later point, and nothing after that. The latest any Organiser can set that final cut-off is one day before the event starts, so a refund can never be requested on the day itself or afterwards.

Where you are entitled to a refund you can request it yourself from your ticket, and it is granted automatically without needing the Organiser's approval. Refunds go back to the card you paid with, and Boutix does not deduct anything from what you get back.

A ticket that has been scanned at the event can never be refunded, whatever the policy says and whatever else in this section might otherwise apply. If you have been through the door, you have had what you paid for.

Two situations override the Organiser's own policy:

• If the event is cancelled, every ticket is refunded in full, automatically. You do not need to ask.
• If the event is postponed, you get a guaranteed full refund if you cannot make the new date, whatever the Organiser's normal policy is. That window runs 14 days from when the postponement is confirmed, but never past the rescheduled event itself, and never less than 7 days - so a change announced at short notice still leaves you time to decide. We will email you the exact deadline, and it is shown on your ticket.

Ticketed events for a specified date are generally exempt from the 14-day cancellation right that applies to most online purchases, so the policy above is what governs your refund. Nothing in this section affects your rights if an event is not provided as described.

B7. If something goes wrong at the event

Because the event contract is with the Organiser, complaints about the event itself - it started late, the line-up changed, the venue was not as described - are for the Organiser in the first instance. Use the Contact the organiser button on the event page, which is also linked from your ticket and your confirmation email. We pass your message on without showing you the Organiser's email address, and they reply to you directly by email.

The Organiser's money is not paid out to them until 48 hours after the event has finished, so if something is badly wrong tell us quickly, using the Boutix options in the same contact form or at hello@boutix.co.uk, and we may still be able to help. We cannot promise a refund the Organiser's policy does not provide for, but we would rather hear about it.

B8. Chargebacks

You can always dispute a payment with your bank or card issuer. Please talk to us first, because a chargeback is slower than a refund we can process directly, and it costs the Organiser a fee from the card scheme regardless of the outcome. Raising a chargeback invalidates the ticket it relates to, so it will not admit you to the event.

B9. Emails and messages

We send you the messages needed to deliver your ticket: order confirmations, entry codes, and notices about cancellation, postponement or refunds. These are not marketing and you cannot unsubscribe from them while you hold a live ticket.

Marketing from an Organiser is separate and opt-in: there is a tick box at checkout, unticked by default, and every such email has an unsubscribe link.

B10. Our responsibility to you

We are responsible for loss you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for the event itself, for the Organiser's acts or omissions, or for loss that was not foreseeable.

We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, or for fraud.

Where we are liable to you in connection with a ticket, our liability is limited to the amount you paid for it. [Cap pending legal review.]

C1. Your account and eligibility

You must be 18 or over and based in the United Kingdom. Before you can take money you must complete onboarding with Stripe, our payments provider, including the identity and business checks they require. Stripe may ask for more information later, and may restrict an account until it is provided. We cannot waive their requirements.

C2. How the money flows

Buyers pay you, not Boutix. Every payment, online or on the door, is taken straight into your connected Stripe account, and our fee is deducted from it at the same moment and paid to us. You are the seller of the ticket and the provider of the event, and the merchant named on the buyer's card statement; we act as your agent in selling the ticket and taking the payment. Your use of Stripe is also governed by the Stripe Connected Account Agreement, which you accept during onboarding.

C3. Our fee

Our fee is 4.5% + 20p per paid ticket, deducted from your proceeds. It is all-in: card processing is included, and there is no separate Stripe charge, listing fee, monthly fee or commission. Free tickets cost nothing at all.

Optional extras, all per ticket and all deducted the same way:

• Enhanced entry security: 5p
• Strict entry security (includes the SMS): 20p
• Ticket resale, paid by the reselling buyer rather than by you: £1

Marketing emails to your own contacts are free up to 500 contacts and 500 email credits; beyond that there are credit packs and an optional monthly subscription, priced on our Pricing page.

We may agree different fees with you in writing, and we may change our standard fees on 30 days' notice. A change never applies to tickets already sold: the fee on a ticket is fixed at the moment it is bought.

C4. Getting paid

Your takings wait in your Stripe balance until 48 hours after an event date finishes, when we pay them out to your bank account. For a recurring event, each date pays out separately after that date. If a postponement refund window is still open, we wait for it to close first.

The hold exists so buyers are protected if an event does not happen. Two things can extend it:

• Very few tickets were scanned. If almost nobody was admitted, that is consistent with an event that did not take place, so we ask you to confirm it did. You have 72 hours to respond. Say it happened and we release the money; ask for refunds, or do not reply, and we refund the buyers.
• An unusually high refund rate, or another sign of a problem, may pause a payout for us to look at manually.

Confirming an event happened when it did not is a serious matter and we will treat it as such.

C5. Refunds, and who pays for them

You set your own refund policy when you create an event, within the limits described in B6, and it is binding on you once tickets are on sale. Refunds within your stated policy are granted to buyers automatically, without needing your approval - so choose a policy you are happy to honour.

Card processing is not refunded to us when a sale is refunded. Stripe keeps its processing fee whatever happens, and that cost has to fall somewhere. How it is split depends on who caused the refund:

• A buyer refunds within your policy. You get back the percentage part of our fee, but we retain the fixed 20p per ticket towards the processing cost, and we absorb the remainder ourselves. In practice a refunded £10 ticket costs you 20p and costs us roughly 15p.
• You cancel or postpone, or an event is refunded because you did not confirm it happened. Buyers are refunded in full, our whole fee goes back with it, and Stripe's full processing fee on the original sale is recharged to you. We take it from your Stripe balance where there is enough to cover it, offset it against your next payout if not, and charge your card as a last resort.

Because refunds are paid from your Stripe balance, a refund can leave it temporarily negative - for example where the refunded ticket was your only sale. That is recovered from later sales.

C6. Chargebacks

If a buyer disputes a payment with their card issuer, Stripe takes the disputed amount from your Stripe balance while the dispute is open, and gives it back if the dispute is decided in your favour. The card scheme also charges a flat £20 dispute fee, regardless of who wins, and that fee falls on you: Stripe may take it from your balance directly, and if it is charged to us instead we recover it from you under C7. It is Stripe's fee, not ours, and we do not mark it up. You can see your disputes, and respond to them, from your account page.

C7. Amounts you owe us

Where you owe us money under C5 or C6, we recover it in this order: from your Stripe balance; by reducing your next payout; and then by charging the card you have on file. Card attempts are limited and spaced out rather than repeated indefinitely.

You authorise us to take amounts properly due under these terms directly from your Stripe balance (Stripe calls this an account debit), including to recover processing fees, dispute fees and any negative balance on your Stripe account.

You must keep a valid payment card on your account while you have any unsettled amount, and you authorise us to charge it for amounts properly due under these terms. You cannot close your Boutix account while an amount is outstanding. We may write off a small balance we cannot economically recover; that is our choice, not a right you have.

C8. Your event, your responsibility

You are responsible for your event, and you confirm that:

• you have the right to sell tickets for it, and to use any name, artwork, logo or image you upload;
• the listing is accurate, including date, time, location, age restrictions and what is included;
• you hold the licences, permissions and insurance the event needs, and comply with health and safety, licensing and any other law that applies to it;
• you will honour valid tickets and admit their holders;
• where under-18s may attend, you have said so and have arrangements appropriate to that; and
• you will handle buyers' personal data lawfully, and only market to those who opted in.

You must not list events that are unlawful, fraudulent, that you cannot deliver, or that promote hatred or violence. We may remove an event and refund its buyers where we reasonably believe any of this is breached.

VAT. As the seller, you are responsible for any VAT on your ticket sales. You choose each event's VAT setting (no VAT, prices including VAT, or exempt), and any VAT number you give us must be yours and current; we show them on your buyers' receipts as you set them, and do not check that the setting is right for your event. Prices are always shown to buyers including any VAT. Our fee includes any VAT we are required to charge; once we are VAT registered, your monthly fee statement is our VAT invoice to you.

C9. Cancelling or postponing

You can cancel an event from your dashboard. Cancellation is deliberately a two-step confirmation with a delay between the steps, because it refunds every buyer automatically and cannot be undone.

Postponing moves the date and opens the guaranteed refund window described in B6 for buyers who cannot make it. In both cases you are responsible for the refunds and for the processing costs set out in C5.

C10. Selling on the door

If you take payments at the door using the Boutix staff app and your phone's contactless reader, the same fee applies and door sales draw on the same ticket allocation as online ones, so you cannot oversell. Door-sold tickets are admitted at the point of sale, are not eligible for the entry-security add-ons, and free tiers are not available on the door. Door payments are taken into your own Stripe account like any other sale, so the payment screen and the buyer's card statement show your name. To use Tap to Pay on iPhone you accept Apple's terms for it once, for your own account, in the Boutix staff app; your staff can then take payments at your events. You are responsible for the staff you give access to, and for revoking that access when they no longer need it.

C11. Suspension, and ending the agreement

Either of us can end this agreement at any time. It does not take effect until every event you have sold tickets for has happened or been refunded, and everything you owe is settled.

We may suspend your account or withhold a payout immediately where we reasonably suspect fraud, a serious breach of these terms, or a risk to buyers - including where we have reason to believe an event will not take place. We will tell you why unless we are prevented from doing so.

We may also decline to open an account, or decline to continue providing the service to one, at our discretion, and we do not have to give a reason. We will never do so on any ground prohibited by law.

Where we believe an account is connected to another that owes us money, we may decline to provide the service to it until that amount has been settled. We will not move a debt from one account to another: it is owed by the person or business that incurred it, and only they can settle it, from the account that owes it.

C12. Responsibility between us

You will cover us for claims, losses and costs arising from your event, your listing, your breach of these terms, or your failure to comply with the law - including claims brought by your buyers about the event itself.

We provide the platform with reasonable care and skill, but we do not guarantee it will be uninterrupted or error-free, and we are not liable for lost profits, lost sales or lost goodwill. Our total liability to you in any 12-month period is limited to the fees you paid us in that period. [Cap pending legal review.] Nothing here limits liability that cannot lawfully be limited.

D1. Changes to these terms

We may change these terms. The version that applies to a ticket is the one published when it was bought, and the version that applies to an Organiser is the current one, with at least 30 days' notice of any material change. The latest version is always at boutix.co.uk/terms, with a version number and date.

D2. Complaints

A complaint about the event itself should go to the Organiser first, using the contact form on the event page (see B7). The Organiser is responsible for the event and is best placed to put it right.

Complain to us directly about anything Boutix is responsible for, such as a payment, the website or app, or how we handle your personal data. You can also come to us if the Organiser has not replied within 14 days of your message. Choose one of the Boutix options in the event page's contact form, or email hello@boutix.co.uk, telling us which event and order your complaint is about.

We will acknowledge your complaint within 5 working days and aim to give you a full response within 20 working days. If we need longer, we will tell you why and when you can expect to hear from us.

If we cannot resolve your complaint, we will tell you so in writing. We will also give you the details of an alternative dispute resolution provider that could consider it, and say whether we agree to use that provider.

None of this affects your legal rights. You can still take a claim to court (see D3). For a payment, you can also ask your bank or card issuer about a chargeback (see B8).

D3. General

If any part of these terms is found unenforceable, the rest continues to apply. Not enforcing something straight away does not mean we have given up the right to. You may not transfer your rights under these terms without our consent; we may transfer ours if your rights are not affected.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland you may also bring proceedings in your own courts.