Terms and Conditions

1. Agreement to Terms

By accessing or using the SoundOps platform (soundops.io) and related services ("Service"), you agree to be bound by these Terms and Conditions ("Terms"). If you do not agree, you must not use the Service.

These Terms are between SoundOps ("we", "us", "our") and the business or individual that opens an account ("you", "your"). They do not create any contract between us and the people who buy tickets, products or services from you. Those people are your customers, not ours.

2. Definitions

• Service: the SoundOps platform and everything we make available through it.
• Your Site: the website, pages, links and storefronts you publish using the Service.
• Buyer: any person who buys a ticket, product or other item from you through Your Site, or who otherwise gives you their details through it.
• Your Sales: any payment a Buyer makes to you through the Service, including ticket sales, shop orders and resale transactions.
• Connected Account: the Stripe account in your name that you connect to the Service in order to take payments.
• Platform Fee: our percentage of Your Sales, described in section 8.

3. Description of Service

SoundOps is a multi-tenant SaaS platform that provides music labels, booking agencies, artists, and promoters with tools for website management, e-commerce, event management, marketing automation, audience management, and social media integration (including Instagram and Facebook via Meta APIs).

We provide software. We do not sell tickets, goods or services to Buyers, we do not promote or run events, and we are not a ticket agent, a marketplace, a payment institution or an insurer.

4. Account Registration

• You must provide accurate, complete, and current information when creating an account
• You are responsible for maintaining the confidentiality of your account credentials
• You are responsible for all activities that occur under your account
• You must be at least 16 years old to use the Service
• You must notify us immediately of any unauthorised use of your account

5. Acceptable Use

You agree not to use the Service to:

• Violate any applicable laws or regulations
• Infringe on the intellectual property rights of others
• Send spam, unsolicited messages, or engage in abusive marketing practices
• Upload or distribute malware, viruses, or harmful content
• Attempt to gain unauthorised access to other accounts or systems
• Use automated tools to scrape, crawl, or extract data from the Service beyond what is permitted
• Interfere with or disrupt the Service or its infrastructure
• Impersonate any person or entity

6. Third-Party Integrations

The Service integrates with third-party platforms including but not limited to Meta (Facebook/Instagram), Spotify, Stripe, and AWS services. By using these integrations:

• You agree to comply with the respective platform's terms of service and policies
• You authorise SoundOps to access and interact with your connected accounts as necessary to provide the requested features
• You acknowledge that third-party services may change or discontinue their APIs, which may affect the availability of certain features
• You are responsible for ensuring your use of integrated features complies with all applicable platform policies (e.g. Meta Platform Terms, Instagram Community Guidelines)

7. Content and Intellectual Property

6.1 Your Content

You retain ownership of all content you upload to or create through the Service. By uploading content, you grant SoundOps a non-exclusive, worldwide licence to host, display, and distribute your content solely for the purpose of operating the Service.

6.2 Our Intellectual Property

The SoundOps platform, including its design, code, features, and branding, is owned by SoundOps and protected by intellectual property laws. You may not copy, modify, or reverse-engineer any part of the Service.

8. Your Sales: you are the seller and the merchant of record

This is the most important section of these Terms. Please read it carefully.

8.1 You sell, we do not

When a Buyer pays for a ticket, product or anything else through Your Site, they are buying from you, not from us. You are the seller and the merchant of record for every one of Your Sales. The contract for that sale is between you and the Buyer. We are not a party to it.

8.2 The money goes to you, not to us

Your Sales are paid directly into your Connected Account. We never receive, hold, control or have any claim to Buyers' money, and we do not act as an escrow agent, a trustee or a stakeholder of it. We take only the Platform Fee described in section 12, deducted as the payment passes through. Stripe's own terms apply to your Connected Account and you are responsible for complying with them.

8.3 What this means in practice

Because you hold the money, you also hold the obligations that come with it. You are solely responsible for delivering what the Buyer paid for, for refunding them when they are entitled to a refund, and for meeting every legal duty a seller owes a customer, including under consumer protection law. If you cannot meet those obligations, that is a matter between you, your Buyer and, where relevant, your card acquirer. It is not something we can resolve on your behalf, and we have no ability to reverse a payout that has already reached you.

9. Refunds, cancellations and chargebacks

• Refunds come out of your balance. When a refund is issued, the money is taken from your Connected Account. The Service can trigger refunds for you, but it cannot create funds you do not hold. If your balance is too low, the refund will fail and your Buyer will not be paid.
• You must keep enough money available to refund. You agree not to treat money received for goods or events you have not yet delivered as freely available income, and to keep sufficient funds in your Connected Account (or to return funds to it) to meet refunds you can reasonably foresee.
• You bear all chargebacks. Chargebacks, disputes, reversals and any related fees are charged to your Connected Account and are your responsibility, whatever the reason for them.
• Cancelling an event means refunding it. If you cancel an event, you must refund every ticket holder in full, promptly. We provide tooling to do this in one action, but the obligation and the money are yours.
• We may refund on your behalf. Where we reasonably believe Buyers are entitled to a refund and you have not provided one, we may issue refunds from your Connected Account, and you authorise us to do so. We are not obliged to, and doing so once does not oblige us to do so again.
• We may recover from you any amount we reasonably incur as a result of your failure to meet these obligations, including sums we pay to Buyers and any fees, fines or penalties imposed on us by Stripe, a card scheme or a regulator.

10. Payout timing and risk controls

To protect Buyers, and to protect the integrity of the Service, we may apply reasonable risk controls to your account. These may include:

• setting or adjusting when funds from Your Sales are paid out from your Connected Account, including holding payouts until after an event has taken place
• limiting the value or volume of advance sales you may take
• requiring you to complete additional verification
• requiring a particular type of Connected Account in order to use certain features
• pausing new sales, or unpublishing an event or listing, where we reasonably believe Buyers are at risk

Which controls apply depends on objective factors such as how long your account has been open, how many events you have completed, your refund and chargeback history, and whether the funds available in your Connected Account cover the value of sales you have taken for things you have not yet delivered. We will tell you which controls apply and what would change them. Controls are eased automatically as your account establishes a record. Applying, keeping or removing a control is not an assessment of your character or creditworthiness, and it does not make us responsible for your obligations to Buyers.

Where funds are held under this section, they are held in your own Connected Account by the payment provider. We do not hold them and they remain yours.

11. Selling event tickets

If you sell tickets through the Service, you additionally agree that:

• you have the right to promote and sell tickets to the event, and to admit ticket holders to the venue
• you will describe the event accurately, including date, time, venue, line-up, age restrictions and any material conditions of entry
• you will publish clear terms for your Buyers before purchase, covering what happens if the event is cancelled, rescheduled or materially changed
• you will honour valid tickets, and will not oversell beyond the venue's lawful capacity
• you will refund in full where the event is cancelled, and will offer a refund where the event is rescheduled or materially changed, in each case whether or not the Buyer bought any optional flexible or changeable ticket upgrade
• you will comply with all applicable licensing, safety, insurance and consumer protection requirements for the event

Optional ticket upgrades are not insurance. Where the Service lets you offer a paid upgrade giving Buyers a right to change or refund their own ticket voluntarily, that upgrade is a variation of your ticket terms. It is not a contract of insurance and must not be described or sold as insurance, protection against loss, or a guarantee. It must never be presented as a condition of receiving a refund the Buyer is entitled to anyway, and a Buyer who did not purchase it must still be refunded in full if you cancel.

12. Subscriptions and fees payable to us

• Paid features are offered on a subscription basis (Starter, Growth, Business, or Agency plans)
• Subscription fees are billed in advance on a monthly or annual basis via Stripe
• We charge a platform fee on sales you make through the Service (shop orders and ticket sales). The rate depends on your plan and currently ranges from 1% to 2.5%. Your exact rate is shown in your admin under Settings, Commerce. Payment processing fees charged by Stripe are separate and are set by Stripe.
• Where you refund one of Your Sales, our Platform Fee on that sale is returned in proportion to the amount refunded
• You may cancel your subscription at any time; cancellation takes effect at the end of the current billing period
• We reserve the right to modify pricing with 30 days' notice
• Subscription fees are non-refundable except where required by law or agreed by us in writing
• All fees are exclusive of VAT and other taxes, which you are responsible for where applicable

13. Usage Limits

Each plan includes usage limits for emails, SMS, storage, Instagram operations, and other features as described on our pricing page. Usage beyond your plan limits may require an upgrade or the purchase of add-on packs. We reserve the right to throttle or suspend service if limits are significantly exceeded. New accounts may have temporary daily sending limits that protect the deliverability of the shared sending infrastructure; these lift automatically.

14. Data protection

Our own handling of your account data is described in our Privacy Policy.

For personal data about your own Buyers, contacts and audience that you collect or process using the Service, you are the data controller and we are your processor. We process that data only to provide the Service and on your documented instructions. You are responsible for having a lawful basis for the data you collect, for the accuracy of what you tell people about how you use it, for responding to their rights requests, and for the content of any marketing you send. You must not use the Service to send marketing to people who have not given you a lawful basis to receive it. We publish our list of sub-processors at /sub-processors.

15. Suspension and termination

• You may terminate your account at any time from your admin, or by contacting us
• We may suspend or terminate your account if you breach these Terms, if we are required to by law or by a payment provider, or if we reasonably believe your account presents a risk to Buyers, to us or to other users
• Where practical we will give notice before suspending, but we may act immediately where there is a risk of harm to Buyers
• Upon termination, your right to use the Service ceases immediately
• Termination does not release you from obligations to your Buyers, including outstanding refunds, or from amounts you owe us
• We will retain your data for a reasonable period to allow you to export it, after which it will be deleted

16. Indemnity

You agree to indemnify us against all losses, liabilities, costs and expenses (including reasonable legal fees) that we reasonably incur arising out of or in connection with: Your Sales; any event you promote, run or cancel; any claim by a Buyer or by a consumer protection or licensing authority relating to your goods, services or events; refunds or chargebacks that your Connected Account did not cover; your breach of these Terms; and your breach of data protection law in respect of data you control.

17. Disclaimer of Warranties

Subject to section 18.1, the Service is provided "as is" and "as available" without warranties of any kind, whether express or implied, including but not limited to implied warranties of satisfactory quality, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted or error free, and we are not responsible for third-party services the Service integrates with.

18. Limitation of Liability

18.1 What we never exclude

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited or excluded.

18.2 What we are not liable for

Subject to 18.1, we are not liable for loss of profit, revenue, business, goodwill, anticipated savings or data, or for any indirect or consequential loss. In particular, and because you are the seller under section 8, we are not liable to you or to any Buyer for the delivery, quality or cancellation of your goods, services or events, for refunds you owe, or for chargebacks raised against you.

18.3 Cap

Subject to 18.1, our total liability to you in any twelve month period is limited to the total subscription fees you paid us in the twelve months before the event giving rise to the claim.

18.4 Business users

The Service is provided for business use. You confirm you are acting in the course of a business and not as a consumer.

19. Governing Law

These Terms shall be governed by and construed in accordance with the laws of England and Wales, without regard to conflict of law principles. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

20. Changes to These Terms

We reserve the right to update these Terms at any time. Material changes will be communicated via email or a prominent notice on the platform. Continued use of the Service after changes constitutes acceptance of the updated Terms.

21. Contact Us

If you have questions about these Terms, please contact us at: support@soundops.io