Terms and Conditions

Last updated: 1 August 2026

1. About FestMate

FestMate provides an online festival community and marketplace. Features may include festival information, community rooms, private enquiries, ticket resale listings, stays, services and other user listings.

2. Accounts

Users must provide accurate information, keep credentials secure and be at least 18 to buy, sell or receive payouts. We may require identity, address, bank-account or ticket-ownership verification.

3. Marketplace role

FestMate facilitates transactions between buyers and sellers. The final Stripe Connect implementation will determine whether FestMate or a seller is merchant of record for each transaction. Nothing in these terms excludes rights that cannot legally be excluded.

4. Ticket listings

Sellers must own or be authorised to transfer each ticket, disclose face value, restrictions, seat/location information, delivery method and any transfer condition, and must not list the same ticket elsewhere after sale. Listings may not exceed the permitted price under applicable law or FestMate’s fair-price rules.

5. Payments and payout

Payments will be processed by Stripe when enabled. Seller payout is intended to occur when the buyer confirms satisfactory delivery or, if no issue is reported, 24 hours after verified delivery. FestMate may pause payout for fraud, chargeback, legal, verification or dispute reasons.

6. Buyer inspection window

A buyer must report non-delivery, mismatch, duplication, transfer failure or another material issue within 24 hours of verified delivery. This operational window does not remove statutory rights.

7. Prohibited conduct

No fraud, harassment, unlawful discrimination, scraping, malware, impersonation, counterfeit tickets, misleading listings, off-platform payment circumvention or publication of another person’s private data.

8. Live voice and video calls

FestMate may provide live calls through Jitsi or another disclosed provider. Members must not record, stream, harass, expose personal information or invite unauthorised people without the required permissions. Public hosted call services may be changed, interrupted or unavailable, and their own terms and privacy information also apply.

9. Suspension and removal

We may remove content, pause transactions, restrict features or suspend accounts where reasonably necessary for safety, compliance, fraud prevention or enforcement. Users may appeal at admin@festmate.co.uk.

10. Liability

FestMate does not guarantee that an event will proceed or that third-party services will meet expectations. Liability is not excluded where exclusion would be unlawful, including for fraud, death or personal injury caused by negligence, or protected consumer rights.

11. Changes and termination

Material changes will be communicated reasonably. Users may close accounts subject to open disputes, legal retention duties and unresolved payouts.

12. Governing law

These terms are governed by the law applicable in the United Kingdom jurisdiction in which the consumer lives, with mandatory consumer protections preserved.