Organiser and business terms

1Who these terms apply to

These terms apply to you if you list events or offer appointments on Lilka (“you”). They are in addition to our terms of use, privacy policy and community guidelines. If anything conflicts, these terms win for your organiser or business account.

2Eligibility and checks

• You must be 18 or over, and able to enter into contracts for yourself or your business.
• You must verify your email address and phone number before you can create events.
• Your public profile (name, contact email, website or social links) must be accurate. Buyers see it on your event pages.
• To sell paid tickets, you must complete Stripe’s onboarding. Stripe checks your identity and bank details on our behalf. We don’t store your ID documents or bank details.
• Your account shows a verification status: unverified, pending, verified or suspended. We may ask for more information at any time.
• You must accept the latest version of these terms. We record which version you accepted and when.

3Your listings

• Give an accurate title, date, time, venue, price and description. Use photos you have the right to use.
• Don’t sell more tickets than the venue can safely hold.
• Show any age limit and choose a refund policy. Both are shown to buyers before they pay.
• Describe access arrangements, such as step-free entry, so disabled attendees can plan.
• Your first events are reviewed by our team before they go live, usually within [1 working day]. Once you have a good track record, we may let your events publish straight away.
• We may decline or remove listings that break these terms or our community guidelines, and we’ll tell you why.

4Licences, safety and insurance

You are responsible for running your event safely and legally. When you list an event, you confirm the following. We may ask for proof.

• Alcohol and entertainment licences. If you sell alcohol or put on regulated entertainment (such as live or recorded music) at a venue without its own premises licence, you may need a Temporary Event Notice from the local council. A Temporary Event Notice covers fewer than 500 people at any one time, including staff, and must be given to the council in advance.
• Music licensing. Playing recorded or live music in public usually needs a licence from PPL PRS (TheMusicLicence), unless the venue already has one.
• Health and safety. Carry out a risk assessment, including fire safety and crowd management, that suits the size of your event.
• Food. Anyone selling food must be registered with their local council as a food business.
• Insurance. Public liability insurance is required for events with a capacity of 500 or more, and strongly recommended for all events.

5Selling tickets and getting paid

• Buyers pay through Lilka. Payments are processed by Stripe.
• Our fee is [fee, e.g. 5% + 49p per paid ticket]. Free events are free to list.
• Money is paid into your Stripe account, minus our fee and any refunds.
• New organisers are paid [3 to 5 working days] after the event ends. This protects buyers if an event doesn’t go ahead.
• Trusted organisers may be paid [earlier, e.g. weekly before the event].
• We may hold a payout if an event is reported, has a high number of refund requests or chargebacks, or looks likely to be cancelled. We’ll tell you when this happens and why.

Checking tickets in. Every ticket has its own QR code. Scan them with Lilka’s scanner in your dashboard, or with a phone camera, while signed in to the account that created the event. Only that account can verify your tickets, so don’t share its password; if you have helpers on the door, they need to be signed in as you. Each code works once, and refunded tickets show as not valid. Scans, including attempts by anyone else and repeated scans of the same ticket, are recorded in our security log.

6Refunds, cancellations and chargebacks

• You must honour the refund policy you chose for the event.
• If you cancel an event, every buyer is refunded the full ticket price automatically. [Say whether Lilka’s fee is also refunded and who pays it.]
• If you move an event or change it significantly, buyers must be offered a refund.
• If a buyer disputes a payment with their bank (a chargeback) because of a problem with your event, the amount and any bank fee may be taken from your payouts.

7Appointment bookings

• Keep your services, prices, opening hours and staff availability up to date, so customers can only book times you can honour.
• Honour confirmed bookings. If you have to cancel or move one, contact the customer as soon as possible.
• Only charge a late-cancellation or no-show fee if it was shown to the customer before they booked.

8Customer and attendee data

We pass you the details customers and attendees give when they book or buy (such as name, email, phone number and booking notes). For that data you are a separate controller under UK data protection law. You must:

• Use it only to run your event or appointment and to contact people about it.
• Not send marketing unless the person has separately agreed to hear from you.
• Keep it secure, share it only with staff who need it, and delete it when you no longer need it.
• Respond to people who ask to see or delete their data.
• Tell us at privacy@lilka.co.uk within 24 hours if you have a data breach involving data from Lilka.
• Keep staff and check-in logins private. Remove staff from your account when they leave.

Analytics. Your dashboard shows analytics for your own events: visitors per day, where they came from, phone or computer, rough location (from visitors’ time zone settings), ticket sales, refunds and how many visitors bought. These are combined figures; they don’t identify individual visitors and you mustn’t try to use them to. You only ever see your own events. The Lilka admin team can see site-wide figures, including for your events, to run and protect the platform. See section 8 of our privacy policy.