Terms & Conditions

Last updated: 1 October 2025

These Terms & Conditions (“Terms”) govern your use of our website and your purchases of (1) event/show tickets, (2) digital products (E-Books & Audio Stories), and (3) physical products sold and shipped by The Masked Theatre Pty Ltd (“we/us/our”). They also govern how Organizers/agents use our platform to create events and sell tickets or products. By using the site or placing an order/listing, you agree to these Terms. Nothing here limits non-waivable consumer rights under South African law.

1) Who we are & how to contact us

The Masked Theatre Pty Ltd

Support (general & orders): support@tmtheatre.co.za
Accounts (billing & settlements): accounts@tmtheatre.co.za
Legal & notices: legal@tmtheatre.co.za

2) Definitions

Customer/Attendee: a person buying tickets or products from our site.
Organiser/Agent: a person or entity listing events or products via our platform.
Platform: our website, ticketing tools, scanning/box-office tools and related services.
Event: any performance/show listed via our platform.
Digital Products: downloadable E-Books & Audio Stories.
Physical Products: items sold and shipped.
Organizer Membership: a yearly, manually renewed access right that unlocks organizer-only tools on the site (e.g., submit/manage events and venues).

3) Accounts & eligibility

You must be legally capable of entering a binding contract.
Keep your login details secure; you’re responsible for activity under your account.
Organizers must register through our Register as Organiser flow; we may verify identity, require information for payouts, and approve/decline accounts at our discretion.

4) Pricing, orders & payment (customers)

Prices are in ZAR and include taxes unless stated otherwise.
An order is accepted when we send confirmation. We may refuse/cancel for fraud, errors or unavailability.
Payments are processed by trusted gateways (e.g., PayFast, Ozow). We receive transaction confirmations, not full card details.

5) Events / Shows (tickets)

A ticket is a revocable licence to attend the named event subject to venue and house rules; admission may be refused for safety or policy reasons.
We may reasonably change artists/times/venues (e.g., load-shedding, illness, safety). If a show is cancelled or materially changed, you may choose a full refund or a transfer to a new date (availability permitting).
If you cancel, refunds follow our Refunds, Returns & Cancellations policy (timed scale).
Late arrivals/no-shows are non-refundable.

6) Digital products (E-Books & Audio Stories)

On purchase, you receive a personal, non-exclusive, non-transferable licence for private use.
Download limits apply (currently 2 downloads per purchase).
Refunds: you may cancel within 7 days only if no download has started; once any download begins, no refunds unless the file is defective/corrupted (we’ll re-provide or refund if we can’t fix promptly). See Refunds.

7) Physical products (sold & shipped)

We ship to the delivery address you provide; risk passes on delivery.
Returns and exchanges follow our Refunds policy (14-day window for unused/unopened items; exclusions apply).
Don’t ship any return until you receive our Return Reference (RMA) from support@tmtheatre.co.za.

8) Organizers/Agents — fees, payouts & services

This section applies when you use our platform to list events/products.

8.1 Annual organiser/agent platform fee — non-refundable

The yearly organiser/agent fee is strictly non-refundable in all cases (including account closure, inactivity, cancellations, listing errors or policy breaches).

8.2 Deductions before payout

From gross ticket sales, before organiser payout we deduct:

Payment gateway/bank processing fees, plus
an Event Sales Service Fee of 7% (our platform/service fee).
Any applicable taxes on fees may also be deducted.

8.3 Payout timing

Standard organiser payouts are made 5–7 working days after the event date (or after the final performance of a multi-day event). Payouts may be delayed by bank/gateway timeframes, chargebacks, compliance checks or unresolved disputes.

8.4 Cancellations, attendee refunds & costs

If you cancel or materially change an event, attendees are entitled to a refund or transfer (see Refunds). All attendee refunds, associated gateway charges and reasonable admin costs may be netted from your payouts or invoiced to you. Gateway/platform fees are non-refundable to Organizers unless a gateway expressly returns such fees.

8.5 Chargebacks & disputes

Where attendees dispute charges or file chargebacks, we may withhold/deduct the disputed amount, bank/gateway fees and a reasonable admin fee from your payouts until resolution.

8.6 Box Office & scanning

If we run box office and/or scanning on-site, additional service fees, transport fees and accommodation fees apply and must be quoted and accepted in advance. These may be invoiced or deducted from payouts.
If you scan:
- Each device must be registered with us before the event; unregistered devices cannot scan.
- We take no responsibility for your connectivity (signal/Wi-Fi), device faults, batteries, OS/app issues or user error. You must ensure sufficient devices, power and network for your venue/audience.

8.7 Content & compliance (critical)

You are solely responsible for all content and listings you publish: text, spelling and grammar, images, logos, video, music, branding, age advisories, warnings, pricing, schedules, availability and accuracy.

You warrant you have all rights/permissions (including copyright) to use the materials you upload and that your listings comply with law and venue rules.
You agree that we are not responsible for organiser content or errors, and you indemnify us against claims, losses or costs arising from your content, infringement, misrepresentation or omissions.

8.8 Payout adjustments & holds

We may place temporary holds on payouts or set-offs where we suspect policy breaches, high chargeback risk, inaccurate listings or pending attendee refunds. We may net-off amounts owed from current/future payouts.

8.9 Organizer Membership & Access (yearly)

What it is. Organizer Membership unlocks organizer-only tools on our site. It is not an auto-renewing subscription; renewal is manual each year.
Start & duration. Access starts when payment is successfully confirmed by our payment provider and runs for 12 months from that date (“Membership Term”).
Expiry & suspension. If the Membership Term expires without renewal, access to organizer tools is suspended until renewed. Your account and organizer profile remain; public parts of the site continue to work.
No transfer. Memberships are tied to the registered organizer account and may not be transferred or shared.
Fees & refunds. The annual organizer/agent fee is non-refundable once access is granted, except where required by law (see 8.1).
Acceptable use. We may suspend or remove access for misuse (spam, unlawful listings, IP infringement, harassment, security abuse) or if required by law or platform policy.
Your responsibilities. You are responsible for the accuracy and legality of your listings and for obtaining all rights/permissions to content you upload.

9) Acceptable use (site & services)

You agree not to: undermine security; attempt unauthorised access; scrape, overburden or reverse-engineer the platform; upload unlawful, defamatory or infringing content; or share/licence tickets or downloads in breach of these Terms. We may suspend or terminate access for violations.

10) Intellectual property

All site content is owned by us or our licensors and protected by IP laws.
You may not copy, distribute or create derivative works without permission.
Digital products are licensed, not sold (see Section 6).
Organiser content remains the organiser’s responsibility; you grant us a limited licence to host, display and promote your listings on the platform and social channels for the event’s purposes.

11) Privacy

Personal information is processed in line with our Privacy Policy (POPIA-aligned). That notice explains what we collect, why, who we share with (operators), your rights, and how to contact the Information Regulator. By using the platform, you acknowledge our Privacy Policy.

12) Refunds, returns & cancellations

All refunds and returns are governed by our Refunds, Returns & Cancellations policy (single page with sections for Events/Shows, Digital, Products & Shipping, and Organizers/Agents).

13) Service changes, rescheduling & force majeure

We may modify or discontinue features or events where reasonably necessary (e.g., technical/safety issues, load-shedding, strikes, acts of God). If a performance can’t proceed, we’ll refund or reschedule in line with Refunds.

14) Warranties & liability

We provide the platform with reasonable care and skill but do not warrant uninterrupted or error-free operation. To the maximum extent permitted by law:

We are not liable for indirect, consequential or special losses.
Our total liability for any claim is limited to the amount you paid for the relevant item/ticket/service.
Nothing in these Terms excludes liability where not permitted by law or limits your non-waivable consumer rights.

15) Third-party services & links

We are not responsible for third-party websites/services (including gateways, couriers, venue policies). Your use of those is governed by their terms and privacy notices.

16) Social Media, Promotions & User-Generated Content (UGC)

Official pages. These Terms also apply to our official pages/accounts on Facebook, Instagram, X (Twitter), and TikTok (“Our Social Pages”).
Your content & license. If you tag or mention us, use our campaign hashtags, or otherwise submit/message content to us on Our Social Pages, you grant The Masked Theatre Pty Ltd a non-exclusive, royalty-free, worldwide licence to use, reproduce, repost, and communicate that content (including your handle/username) for marketing and community purposes, in line with each platform’s terms. You can request removal of our repost at legal@tmtheatre.co.za.
House rules. We may hide/remove content or block users for spam, hate speech, harassment, illegal content, or privacy violations. Do not post sensitive personal information in public comments or DMs.
Promotions/contests. Unless stated otherwise, promotions are run by us and are not sponsored, endorsed, or administered by Facebook, Instagram, X, or TikTok. Entry is subject to the posted rules and these Terms.
Privacy link. How we collect and use data on Our Social Pages (including pixels such as Meta Pixel and TikTok Pixel) is described in our Privacy Policy.

17) Complaints & disputes

Most issues can be resolved by emailing support@tmtheatre.co.za (service) or accounts@tmtheatre.co.za (billing). Formal notices/legal correspondence: legal@tmtheatre.co.za. You may also seek help from regulators or the courts.

18) Governing law & jurisdiction

These Terms are governed by the laws of South Africa. Courts of South Africa have jurisdiction, without affecting any non-waivable consumer protections where you live.

19) Changes to these Terms

We may update these Terms to reflect operational, technical or legal changes. The “Last updated” date shows the current version. If changes are material, we’ll take reasonable steps to notify you.

20) Severability & no waiver

If any clause is held invalid or unenforceable, the remainder stays effective. Failure to enforce a right isn’t a waiver.

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