Marketplace policy

What the marketplace is

The TicketWave marketplace is a public discovery surface hosted on ticketwavehq.comthat aggregates events from organisers who have opted in. It is the entry point for buyers searching for events without already knowing the organiser's brand.

The marketplace is nota checkout. When a buyer clicks “Buy tickets”, they are redirected to the organiser's own surface — their custom domain or their embedded TicketWave widget on a third-party site. The transaction always happens with the organiser as the merchant of record. We never become a party to the sale.

Tenant opt-in

No event appears on the marketplace without an explicit two- stage opt-in:

1. The tenant flips their organisation-level marketplace switch to “active” in their TicketWave dashboard.
2. On each event the tenant wants to list, they flip the event's marketplace toggle.

Either toggle being off keeps the event off the marketplace completely.

Tenant controls

• Profile content. Tenants own their organiser profile content: cover image, logo, bio, social links.
• Default opt-in. Tenants can default new events to listed or unlisted at the organisation level.
• Per-event override. Always available, one click in the event editor.
• Disable.Switching the organisation to “inactive” removes every listing immediately. Past marketplace URLs 301-redirect to the tenant's equivalent for 90 days, then return 404.

What we list — and what we don't

We accept listings for legal events that comply with the jurisdiction in which they take place. The full prohibited- content list lives on this page below.

We do not list:

• Adult / sexual services.
• Trafficking or exploitation indicators — these are reported to the appropriate authority (UK NCA, equivalents in other jurisdictions) per UK Modern Slavery Act 2015 obligations.
• Drug or controlled-substance events.
• Unlicensed gambling or crypto solicitation events.
• Hate speech as defined under the EU Digital Services Act.
• Unregistered investment / multi-level marketing events.
• Regulated weapons / firearms events without licensed venue verification.

Moderation

Listings from established organisers (≥ 10 completed events, ≥ 90 days on platform, refund rate < 5 %) auto-publish. New organisers' first events go through human review with a 24-hour SLA. Listings hitting automated red flags are rejected; the organiser sees the reason and can appeal.

Appeals

A rejected listing can be appealed within 30 days. Appeals are reviewed by a human within 48 hours. As required by EU DSA Article 21, decisions can be escalated to certified out-of- court dispute settlement bodies. Contact trust@ticketwavehq.com.

Reporting illegal content

Anyone — buyer, organiser, or third party — can report a listing they believe is illegal or violates this policy. Email trust@ticketwavehq.com with the URL and a description. We respond within 24 hours and act within 72 hours. Manifestly illegal content (per EU DSA Article 9) is removed within 24 hours.

Buyer protection

The marketplace is a referral surface. Refunds, ticket delivery, and event delivery are the organiser's responsibility. We surface the organiser's refund policy on every event page. If you have a dispute, contact the organiser first; if unresolved, contact us.

For payment disputes, your card issuer's chargeback process is your recourse — the organiser is the merchant of record.

Ranking

The signals we use to rank events on city, category, and search pages are documented at /trust/ranking.

Updates to this policy

When this policy changes materially, we email opted-in tenants 30 days in advance. Smaller clarifications are edited inline with a date stamp at the top.