Terms & Conditions

1. Our role

frequentix is a platform. We provide the tools that let an organiser sell tickets, register attendees and check people in, and we facilitate payment through Stripe.

We are not the seller or provider of any event. When you buy a ticket, the organiser is the seller and the merchant of record: they run the event, set prices and refund policies, and are responsible for delivering what you paid for. We act as their agent to facilitate the sale and collect payment on their behalf.

2. Definitions

• Platform — the frequentix websites, apps and APIs.
• Organiser — a business or person using frequentix to sell tickets or register attendees.
• Buyer or attendee — a person who buys a ticket or registers through the platform.
• Fees — the amounts payable to us for use of the platform.

Part A — For organisers

A1. Your account

You must be at least 18 and provide accurate information. You are responsible for your account, your users and keeping login details secure. Reaching sensitive areas — personal data, exports, billing and team management — requires two-step verification, so staff must set up and use a second factor (email one-time codes or an authenticator app, or Sign in with Google). You are responsible for your team completing this and for keeping any recovery codes safe.

A2. Fees and payouts

You agree to our fees for use of the platform. Squadron Web Limited is not currently VAT-registered, so no VAT is added to our fees. Ticket payments are processed through Stripe Connect and settle to your own connected Stripe account; we deduct our fee from each transaction. You are responsible for chargebacks, disputes and refunds relating to your events, and for any Stripe fees that apply to you.

A3. You are the merchant of record

As the seller of your events you are responsible for: delivering the event; setting and honouring your refund, exchange and cancellation policy; supporting your attendees; the lawfulness and accuracy of your listings and content; and complying with the laws that apply to you, including consumer protection and tax. You are the buyer’s point of contact — we are not.

A4. Acceptable use

You must not use the platform for unlawful, fraudulent, infringing or harmful purposes, or in a way that damages the platform or others.

A5. Data protection

For the attendee and contact data you collect through frequentix, you are the data controller and we are your processor. Our Data Processing Agreement applies to that processing and forms part of these terms.

A6. Exhibitor lead capture

If you sell lead-capture licences, exhibitors at your event scan attendee badges and receive those attendees’ names and email addresses. Three things follow, and they are your responsibility as the controller of that data:

• Tell your attendees. Your own privacy notice and registration terms must say that exhibitors may scan their badge and what happens when they do. We surface it on the storefront and in ticket emails, but the notice is yours to give.
• Exhibitors become independent controllers. Once an exhibitor captures a lead, they decide what to do with it. They are not our sub-processor and not yours — you should have your own exhibitor agreement covering how they may use what they collect.
• Choose your consent model deliberately. By default presenting a badge to be scanned is treated as the attendee agreeing to share those details. You can instead require attendees to opt in explicitly, in which case a badge without consent yields no contact details at all.
• Custom questions are yours to justify. You may set questions every stand asks, and exhibitors may add their own. Both are free text, so what is collected about an attendee is decided by you and by them rather than by us. Keep the questions relevant to the purpose you disclosed, do not use them to gather special category data, and make sure your exhibitor agreement holds exhibitors to the same. You see the answers to your own questions; answers to an exhibitor’s own questions are held for that exhibitor and are not disclosed to you.

Erasure reaches captured leads: when an attendee is erased, their name, email, any notes written about them and any answers recorded against them are redacted from every exhibitor’s records.

A7. Ticket decryption keys and off-platform scanning

Every ticket QR is encrypted. The keys that decrypt them, and the software that reads them, are our confidential and proprietary technology. We disclose a key only to frequentix-operated applications — our Scanner, Box Office and Leads apps, and devices you pair to them — for use with your event on our platform.

If you want a decryption key in order to build or operate your own scanning or lead capture — or to let a third party do so — you must agree a separate commercial licence with us in writing, including the fee payable. Contact us and we will discuss it; this is something we are willing to license, not something we refuse outright.

Without that written agreement, you must not extract, retain, copy, share, publish or reverse-engineer a decryption key or the cipher around it, and must not use one to operate ticket scanning, lead capture or any equivalent service outside frequentix. Doing so — or arranging for an affiliate, contractor, exhibitor or other third party to do it on your behalf — is a material breach of these terms. We may suspend or terminate your account immediately, and you will be liable for the licence fees that would have been payable had the arrangement been agreed, in addition to any other remedy available to us.

To be clear about what is not restricted: your event data is yours. Exporting your attendees, orders, contacts and captured leads, and using our API and webhooks, are ordinary parts of the service and need no separate agreement.

A8. Intellectual property

We keep all rights in the platform and grant you a limited, non-exclusive right to use it while these terms are in force. You keep all rights in your own content and grant us the licence needed to host and display it in order to provide the service.

A9. Availability, warranties and liability

We work hard to keep the platform available but provide it “as is” without warranties that it will be uninterrupted or error-free. Nothing in these terms limits liability that cannot be limited by law (such as for death or personal injury caused by negligence, or fraud). Subject to that, we are not liable for indirect or consequential loss, or for loss arising from an event itself, and our total liability to you in any 12-month period is limited to the fees you paid us in that period.

A10. Suspension and termination

Either of us may end the arrangement as described in your plan. We may suspend or restrict access where we reasonably need to — for example to protect the platform, comply with law, or address a breach of these terms.

Part B — For ticket buyers

B1. Your contract is with the organiser

When you buy a ticket or register, your contract for the ticket and the event is with the organiser, who is the seller. frequentix provides the platform and processes your payment on the organiser’s behalf; we are not a party to your contract for the event.

B2. Orders and payment

Prices are set by the organiser and shown before you pay. Payment is processed securely by Stripe. Please check your order carefully — you are responsible for the accuracy of the details you give.

B3. Refunds, cancellations and changes

Refunds, exchanges and what happens if an event is changed, postponed or cancelled are the organiser’s responsibility and governed by their policy. Please contact the organiser about any refund or event query — their contact details are shown with your order. Because tickets are for events on a specific date, the standard 14-day cancellation right for online purchases generally does not apply, but this does not affect your other legal rights.

B4. Scanning your badge at trade shows

At some events — trade shows and exhibitions in particular — exhibitors can scan your badge to record that they met you. When they do, they receive your name and email address and can add their own notes about the conversation, and record answers to questions the organiser or the exhibitor has set. The exhibitor then decides how to use those details and is responsible to you for that; they are not acting for us.

Whether you are asked to opt in first is up to the organiser. Where they have not made it an explicit question, presenting your badge to be scanned is what counts as agreeing — so if you would rather not share your details with a particular exhibitor, simply do not let them scan it. Your ticket, your entry and everything else about the event are unaffected either way.

You can ask the organiser to erase your details at any time. When they do, your name, email, any notes an exhibitor wrote about you and any answers recorded against you are removed from every exhibitor’s records on the platform.

B5. Entry and conduct

Admission is subject to the organiser’s terms and the venue’s rules. The organiser is responsible for the event and for decisions about admission.

B6. Our role and responsibility to you

Our responsibility to you is limited to operating the platform and handling your payment properly. We are not responsible for the event or for the organiser’s acts or omissions. Nothing here limits liability that cannot be limited by law, or your rights against the organiser.

3. Governing law

These terms are governed by the law of England & Wales, and the courts of England & Wales have jurisdiction, without affecting any mandatory consumer rights you have where you live.

4. Changes to these terms

We may update these terms from time to time. The date at the top shows when they were last revised, and continuing to use the platform after a change means you accept the updated terms.

5. Contact us

Questions about these terms? Email privacy@frequentix.com. For questions about a specific event or order, please contact the organiser.