terms & conditions

Before you order

• 1.1The event page and checkout show the event, ticket type, quantity, ticket price and booking fee before you confirm. The promoter sets the event details and ticket price.
• 1.2Your contract for admission is with the promoter. Mulch acts as the promoter's disclosed agent: we take payment and issue tickets for the promoter, and our name may appear on your card statement. The promoter remains responsible for the event, including safety, licensing, accessibility information, age rules and advertised content.
• 1.3Tickets for leisure events on a specific date do not normally have a 14-day change-of-mind cancellation right. This does not affect your legal rights if an event is cancelled, materially changed or not provided as agreed.

Payment and tickets

• 1.4An order is confirmed only when payment succeeds and mulch displays or sends confirmation. An abandoned, declined, reversed or incomplete payment does not reserve a ticket.
• 1.5If money is taken but we cannot issue the tickets because sales closed, inventory ran out or our checkout failed, we refund the full amount, including the booking fee.
• 1.6We do not receive or store full card details. A regulated payment provider handles them.
• 1.7Each valid ticket or QR code admits one person once. A ticket must not be duplicated, altered, commercially resold or used after it is refunded, disputed or cancelled. You may pass a ticket privately to a friend to use; this is at your own risk, and mulch is not responsible if a shared ticket is used by someone else first, passed on again, or paid for privately between individuals.

Refunds, cancellations and disputes

• 1.8If you can no longer attend, contact the promoter first and explain why. Refunds are agreed between the promoter and mulch, only mulch processes them, and a reason is recorded for each one. A voluntary refund is at the promoter's and mulch's discretion unless you have a legal right to one. Mulch can also refund you where the promoter does not respond, or where these terms or the law require it.
• 1.9If an event is cancelled, you get the ticket price back. If an event is postponed, your ticket stays valid for the new date; if you cannot attend the new date, you can ask for a refund of the ticket price within 14 days of the postponement being announced. If the venue or advertised substance changes significantly, you may ask for the refund you are legally entitled to rather than accept the change. These timings do not limit any refund the law gives you. Email admin@mulch.info if the promoter does not respond.
• 1.10Mulch's booking fee is separate from the ticket price and is shown before you pay. It pays for mulch's booking, payment and ticketing service, which is supplied when your order is completed, not for admission to the event. It is therefore normally non-refundable, including when a refund is made because the promoter cancels, postpones or changes the event. If mulch's own service was not supplied or was materially faulty, we will refund all or part of the booking fee; where that refund is at our discretion, we may deduct unavoidable payment-processing costs from the amount returned. We refund the booking fee wherever consumer law otherwise requires. Nothing here removes your statutory rights.
• 1.11Approved refunds return to the original payment method. We submit them promptly, but the bank or card provider controls when they appear; 5–10 working days is typical.
• 1.12If something goes wrong with a payment or ticket, contact admin@mulch.info first. If money has left your account but you did not receive a valid ticket or order, we will investigate and make any appropriate refund. You keep all rights offered by your bank or card provider, and matters that are purely between you and your bank should be raised with them. A bank dispute (chargeback) cancels the affected tickets straight away while it is unresolved; genuine mistakes are reviewed fairly, and tickets are restored if the payment is confirmed.

At the event

• 1.13A ticket gives a right to admission subject to lawful, clearly disclosed event and venue rules. It does not override capacity, licensing, age, safety or conduct requirements.
• 1.14A refund is not normally due where entry is refused because an attendee breached a disclosed rule, was unsafe or abusive, or presented an invalid or used ticket. This does not permit unlawful discrimination or remove statutory rights.

Your event and our review

• 2.1You promise that your event information is accurate and kept up to date, you have authority to run and promote it, and you will meet all applicable legal, licensing, insurance, health and safety, accessibility, tax and venue duties. Mulch is not the event organiser, venue operator or event manager: you are responsible for the event itself, including venue arrangements, licences, staffing, security, accessibility, health and safety, insurance, performers, content and compliance with the law.
• 2.2You must have permission to use submitted names, descriptions, images, logos and links. You give mulch a non-exclusive licence to host, format and display that material to operate and promote the event and platform.
• 2.3Listings and other submitted content must not include illegal content, hate speech, explicit sexual content, threats, incitement to violence or harm, harassment, fraudulent or misleading material, or anything else mulch reasonably considers unsafe or unsuitable. Mulch reviews events before publication. Mulch may correct presentation or accessibility issues, request evidence or changes, pause ticket sales, change visibility, make an event private, place it under review, or reject, unpublish or remove it at any time where reasonably considered necessary for accuracy, accessibility, safety, explicit-content handling, legality, payment risk, user protection or reliable operation of the site.
• 2.4If an event is materially changed after approval so that it no longer fairly matches the event reviewed by mulch, we may set it offline and require another review before it returns. We will explain material action where we reasonably can.

Ticket proceeds, fees and payouts

• 2.5For paid mulch tickets, the buyer pays your ticket price plus the disclosed booking fee. Subject to refunds, disputes, fraud, set-off and these terms, the ticket price is yours. Mulch keeps its booking fee and uses it to meet ordinary payment-processing and platform costs. Mulch's standard fee is shown on the site; mulch may set a different fee for a particular event, and a fee change applies only to future sales.
• 2.6Completed events enter the weekly eligibility window ending Monday at 9am, with eligible payouts sent on Friday at 9am. Events ending after the cutoff join the next window. Recent sales, first-payout checks, verification, refunds, disputes or unavailable funds may move the complete event payout to a later batch.
• 2.7Mulch may proportionately hold, delay, reduce or set off a payout, or pause paid ticket sales, while a documented refund, dispute, fraud concern, unavailable balance, payment-account requirement or promoter amount due remains unresolved. We will record and explain the amount or restriction.

Refunds, event cancellation and bank disputes

• 2.8To cancel, postpone or materially change an event that has sold tickets, you must contact admin@mulch.info. You authorise mulch to take the event offline, stop sales, contact affected buyers and administer the required refunds. Refund decisions are made with you, and only mulch processes them. Mulch may override your refund decision where needed to enforce these terms, comply with the law, protect buyers or protect the platform, including where an event is cancelled, does not take place as advertised or has a material date, venue or content change; where a listing is misleading or false; and in cases of suspected fraud, misuse of ticketing or attendee data, failure to provide required information or to tell buyers about material changes, repeated buyer complaints, chargeback abuse, attempts to avoid fees or payout rules, unsafe or prohibited content, breach of the law or these terms, or other conduct that creates material risk to buyers, venues, mulch or payment providers.
• 2.9You fund the refundable ticket price when you cancel or fail to provide an event, authorise a refund, or make a change that creates a refund right. Mulch recovers those exact ticket-price funds from your connected payment balance, unpaid event proceeds or later proceeds before sending the refund to the buyer. We do not advance promoter refund money or knowingly put the platform account into a negative balance.
• 2.10Mulch keeps its booking fee on refunds, including when you cancel, postpone or change the event, because the booking and payment service has already been supplied. If the law requires the booking fee to be returned to a buyer because of your cancellation, change or failure to provide the event, you reimburse mulch for that amount. Where mulch's own failure means the service was not supplied, mulch bears that cost.
• 2.11If a buyer's payment is reversed, charged back, found fraudulent or otherwise not finally received, including after your payout has been sent, you are responsible for the reversed ticket proceeds and any external dispute, chargeback or recovery fee actually charged in connection with your event, unless primarily caused by a Mulch error.
• 2.12We recover these amounts first from unpaid event proceeds, future payouts or other balances where the payment setup allows. If the available balance is insufficient, we give you an itemised request for the exact shortfall with a reasonable payment deadline, and recover it from later proceeds or by an agreed payment. Paid sales or payouts may be paused, and new paid ticket sales or event submissions may be disabled, while that documented amount or the related dispute is unresolved. If the payment or an external fee is later recovered, the corresponding recovered amount is credited back.
• 2.13You must promptly provide accurate evidence reasonably needed for a refund or bank dispute. Mulch will not recover more than the reversed ticket proceeds and documented external costs actually incurred, and will not pass on costs primarily caused by its own platform error.

Payment checks and attendee information

• 2.14You must complete and maintain required identity, business and bank checks. You must not use mulch for unlawful, misleading, fraudulent, sanctioned or restricted activity.
• 2.15Buyer names, email addresses, purchase details, guest lists and check-in details are available to you only to administer the event the buyer booked: for example essential entry information, material event changes, venue instructions or resolving an order-specific issue. You must not use them for cold marketing, mailing lists, unrelated promotions or advertising future events without a separate lawful basis and any required consent. Day-of guest-list exports do not include buyer email addresses. Keep attendee information secure, restrict access, and delete local copies when no longer needed. Mulch may suspend or end your access for misuse.

Guest lists, paid ticketing, insurance and responsibility

• 2.16You can add guests to your event's guest list. You confirm you have the guest's permission, or another lawful basis, to give mulch their name for admission and check-in, and you use guest-list details only for that purpose. A guest-list place is free: no ticket or email is sent, and it is not a sale and does not change your payout.
• 2.17Mulch decides who may sell paid tickets through mulch. You can request access from your promoter portal, and mulch may accept or decline. Acceptance starts the payment-provider setup; paid sales begin only once the payment provider has verified your account.
• 2.18You must hold any insurance required by law, your venue or your contracts, or that is otherwise reasonably appropriate for your event.
• 2.19You will reimburse mulch for losses, claims, fines, reasonable legal costs and payment-provider charges arising from your event, your content, your breach of these terms or the law, or your misuse of attendee information, except to the extent caused by mulch's own breach or negligence.
• 2.20Mulch may pause payouts, refund buyers, recover sums from money otherwise payable to you, request repayment after payout, suspend ticket sales, take an event offline, restrict promoter features, suspend or close a promoter account, and refuse future use of paid ticketing where reasonably necessary. You remain responsible for amounts owed after suspension or closure.

• 3.1Information you provide must be accurate. Keep sign-in details secure and tell us promptly if an account or ticket may be compromised.
• 3.2You must not use bots, scripts, duplicate accounts or misleading information to evade limits; probe for vulnerabilities; interfere with mulch; upload harmful material; impersonate someone; or attempt unauthorised access.
• 3.3Mulch may apply rate limits, pause or cancel affected free-ticket claims, suspend tickets or accounts, preserve evidence and ask for verification where activity reasonably appears automated, abusive, fraudulent or harmful. Mulch may restrict or close an account where these rules are broken or the platform is misused.
• 3.4We may send account holders service messages needed for accounts, orders, events, safety, security, refunds, disputes, fraud prevention or important changes to these terms or our privacy policy. Buying a ticket does not by itself subscribe you to marketing. With the required consent or other lawful basis, optional messages may cover community-benefit work, charitable or donation-related projects, fundraising, volunteering, research, consultations, or opportunities to nominate or vote on future support. Marketing always includes a simple way to opt out. Any consultation does not change the Mulch team's responsibility for final community-benefit decisions under clause 4.1.
• 3.5You must be 16 or over to create an account or buy tickets; someone under 16 needs a parent or guardian to do this for them. Promoters must be 18 or over. Events may set stricter age rules.
• 3.6Anything you contribute to mulch, such as curator picks, noticeboard posts or feedback, must follow the content rules in 2.3. You confirm you have the right to share it and give mulch a non-exclusive licence to publish, edit and use it to run and promote mulch. Mulch may review, edit or remove contributions, and may use feedback without payment.

• 4.1Mulch Leeds CIC operates the platform on a not-for-profit basis. After operating costs, obligations and prudent reserves, any genuine surplus from platform fees or donations may be used to support grassroots culture or the wider scene through recipients, projects or routes chosen by the Mulch team. There is no promise that a surplus will arise, how much will be used, when a decision will be made or who will receive support. Using mulch does not create an ownership interest or an individual right to direct those decisions.
• 4.2We use reasonable care and skill, but do not promise uninterrupted or error-free access. Mulch is responsible for its booking and ticketing service; the promoter and venue remain responsible for the event itself.
• 4.3Mulch is not responsible for cost or loss caused by a promoter's or venue's cancellation, content, safety decision, inaccurate listing or failure to perform, except where the law makes mulch responsible or our own breach caused the loss.
• 4.4We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of statutory consumer rights, or anything else that cannot lawfully be excluded. For consumers, we remain responsible for reasonably foreseeable loss caused by our breach, within the limit in 4.6 where the law allows.
• 4.5Promoters use mulch in the course of business. To the extent permitted by law, neither side is liable to the other for indirect or consequential business loss. This does not reduce the promoter's express responsibility for ticket proceeds, refunds, chargebacks, external dispute costs, misuse of attendee information or breach of law.
• 4.6Subject to 4.4 and to the extent the law allows: for attendees, mulch's total liability for an order is limited to the amount you paid for that order; for promoters, mulch's total liability is limited to the higher of the booking fees mulch earned on the relevant event and the booking fees mulch earned from your events in the 12 months before the claim.
• 4.7Neither mulch nor the promoter is responsible for delay or failure caused by events outside reasonable control, such as extreme weather, orders of public authorities, or power, network or payment-provider outages. This does not remove your right to a refund of the ticket price if an event does not take place.

• 5.1Our privacy policy explains how personal information is handled and how to exercise data rights. Creating an account, submitting an event, or buying or claiming a ticket also means you have been told about the privacy policy published at that time.
• 5.2We may update these terms for the future. The date at the top identifies the current version, and every published version is kept on record. The version in force when you create an account, become a promoter, submit or edit an event, or buy or claim a ticket applies to that action; your next such action is under the version published then. A change does not remove rights or liabilities already attached to an earlier order, account acceptance or event submission. For material changes affecting promoters we give reasonable notice, normally at least 30 days, and may ask you to accept the new version before you continue to use promoter tools. Earlier versions are available on request.
• 5.3Questions and complaints can be sent to admin@mulch.info. We try to resolve them fairly and promptly. These terms do not restrict a consumer's right to complain to a regulator, card provider or court, or to use any dispute route available by law.
• 5.4These terms are governed by the law of England and Wales. Courts in England and Wales have jurisdiction, while consumers retain any mandatory right to bring a claim in another UK court that applies to them.
• 5.5If one term is unenforceable, the rest continue. A delay in enforcing a term is not a waiver of it. No person other than you, the relevant promoter and Mulch Leeds CIC has a right to enforce these terms.