Organiser terms

Section 0. About these terms

These are the terms on which Pilarres EOOD ("we", "us") provides Bicyr Cangor, the platform on which you publish events and sell tickets for them, to you, the organiser ("you").

There are two versions of these terms. This one is for organisers who organise events as part of a trade, business, craft or profession, or through a company, association or other organisation. If you are a private individual organising an event of your own, such as your wedding or a family celebration, the consumer version applies to you instead.

You can read these terms before you accept them, for as long as you use the platform, and after you stop. Each version is published at its own address, which never changes, and every earlier version stays published at its own.

These terms were drafted without a lawyer. We have no legal counsel: we researched and wrote them ourselves from the legal texts they cite, and no qualified adviser has reviewed them. The French, Dutch and German versions have not been reviewed by a native legal speaker. We tell you this because you are entitled to know it. It does not reduce anything we promise you here.

These terms do not govern the contract between you and the people who buy your tickets. That contract is yours. What we tell your buyers about it is in our Terms of Sale and Refund Policy, which every buyer is shown. Where these terms ask you to do something for your buyers, it is because we have told your buyers that you will.

Section 1. Payouts, reserves and held money

1.1 Where your money is. Payments for your events are processed by Stripe on your own Stripe account, under the Stripe Connected Account Agreement and the Stripe Services Agreement it incorporates, which you accept when Stripe onboards you. Each payment goes into your Stripe account, less our platform fee. Our platform fee includes Stripe’s fee for processing the payment, which we pay out of it, so Stripe takes no separate processing fee from the payment. Our platform fee is the only part that reaches us, and when you refund a ticket that fee comes back with it.

1.2 When you are paid. Stripe decides when the money in your account becomes available, and pays it out to you on the payout schedule set on your account. Your first payout takes longer than the ones after it, because Stripe holds new accounts to a longer settlement period.

1.3 We do not hold, delay or reserve your money. We place no hold on any organiser and none on any event. We could not if we wanted to: Stripe, not us, carries the risk of your account ending up owing money, and a platform in that position cannot pause or delay an account’s payouts.

1.4 Stripe can hold your money, and that is Stripe’s decision. Stripe may keep some or all of your balance as a reserve, and may delay or cancel a payout, where it expects refunds or chargebacks, where a dispute is likely or already open, or where your account is under review. It may also stop your account taking new payments while it reviews it. Stripe tells you when it does this and on what terms, and you can see it with your balance where you manage your payouts on the platform.

There is no maximum. Under Stripe’s terms it releases reserved money only once it is satisfied that the risk it was held against has gone, and it may change the terms of a reserve if that risk changes. We cannot shorten a reserve, lift it, or promise you a date, because none of it is ours to decide.

1.5 Refunds and chargebacks stay with you. If an event does not go ahead as sold, refunding the people who bought tickets is yours to do. A refund or chargeback is taken from your Stripe balance, and you are liable to Stripe for the full amount of a chargeback unless it is resolved in your favour. If your balance does not cover it, Stripe may take the money from your bank account, and while your balance is negative Stripe does not pay you out. Stripe also charges a fee for each dispute: we pay that fee, and it is not passed on to you. The disputed amount itself remains yours, as this clause says.

Stripe carrying the risk of your account does not mean Stripe pays your refunds. It means that if you cannot pay, the loss falls on Stripe rather than on us, and Stripe may still recover it from you.

Section 2. Personal data

2.1 Who decides what, activity by activity. For your event’s sale, you decide and we act for you. When a guest buys a ticket, registers, is admitted at the door, asks for a refund or writes to you through the platform, the personal data involved is processed to perform your contract with your guest. You are the controller of that processing and we are your processor. We process it only to run the platform for you, on your documented instructions, which are these terms and what you set in the product.

For our own purposes, we decide, and we are an independent controller. These are: your and your team’s platform accounts and sign-in; the security of the platform, fraud prevention and the audit trail of privileged actions; invoicing and accounting for our platform fee; our own legal obligations, including notices under the Digital Services Act and answering authorities; and service messages about your account. We never use your guests’ data for a purpose of our own that is not on this list. In particular, we do not sell it, we do not market to your guests, and we build no profile across organisers.

Stripe processes payment data under its own agreement with you, as your payment provider and as an independent controller for its own legal obligations. We are not a party to that.

2.2 Our commitments as your processor (GDPR Art. 28(3)). For the processing in 2.1 that we carry out for you, we:

• (a) process the data only on your documented instructions (these terms and your settings), unless EU or Member State law requires otherwise, in which case we tell you first where the law allows;
• (b) ensure that everyone we authorise to process it is bound to confidentiality;
• (c) apply the security measures described in our record of processing (tenant isolation, encryption in transit, access limited to what support requires, an append-only audit log);
• (d) use sub-processors only with your general authorisation, which you give by accepting these terms for those listed at /legal/sub-processors; we tell you at least 15 days before adding or replacing one, you may object, and if we cannot accommodate the objection you may terminate. We impose the same obligations on each sub-processor and remain liable to you for it;
• (e) help you answer your guests’ requests to exercise their rights, including by giving you a self-serve export and erasure of a guest’s data;
• (f) help you with security, breach notification (we tell you without undue delay after becoming aware of a breach affecting your data), and any impact assessment or prior consultation, as far as the information we hold allows;
• (g) at the end of our service, at your choice, return your data (the exit export) and delete it, except what EU or Member State law requires us to keep;
• (h) make available the information needed to show we comply, and allow for audits, which we meet first with our documentation and records; and we tell you immediately if we think an instruction of yours breaks data-protection law.

Subject-matter and duration: the platform services for your events, for as long as you use them and then until deletion under (g). Nature and purpose: hosting, sale, ticketing, communication, admission and refund processing for your events. Data: guests’ and buyers’ names, contact details, language, orders, tickets, admission records and messages; accessibility preferences only if you enable them, with the guest’s explicit consent. Data subjects: your guests, buyers and ticket holders.

2.3 If you are organising in a purely private capacity. If you are a private individual organising a purely personal or household event — for example your own wedding, for guests you invite — data-protection law may not apply to you (GDPR Art. 2(2)(c)). It still applies to us, as the provider of the means (GDPR recital 18), and we remain responsible as controller for the processing we carry out on the platform, under the same limits as in 2.1. As soon as an event is open to the public or organised as part of a business, association or other professional activity, the exemption does not apply and 2.1 and 2.2 govern.

2.4 What we do not do. We do not decide, for your event, whether to sell, to whom, at what price, or whether to refund; those are yours. Where we act beyond your instructions for a purpose of our own, we are a controller for that act and answer for it ourselves (GDPR Art. 28(10)).

Section 3. Your events and your sales

3.1 You are the seller. Every ticket sold for your event is sold by you, and the contract for it is between you and the buyer. We are not a party to it. You decide what you sell, to whom, at what price and on what conditions, and whether the event goes ahead. Your name, as you give it to us, is shown as the seller on each event page and at checkout.

You sell as a business. Consumer law applies to your sales and you are responsible for meeting it. We build the checkout to carry what that law requires a buyer to be told, from the details you give us, and you are responsible for those details being true. Before a buyer pays, the checkout tells them that you are selling as a trader.

Your address. Before you first receive payments through the platform you give us the geographic address at which you carry on your business, and you keep it up to date. We show it to every buyer before they pay, with your name, e-mail address and telephone number, because consumer law requires a seller who is a trader to give a buyer that address before a sale at a distance.

3.2 Your refund policy, and the floor under it. Before an event goes on sale you declare its refund policy, and we show it to every buyer before they pay and in their confirmation. We do not supply a policy of our own in place of yours.

Whatever your policy says, it gives no buyer less than our Refund Policy promises every buyer, and you honour at least this:

• If the event is cancelled, for whatever reason, you refund each buyer the full price they paid, in money, to the means of payment they used. You may offer a credit note or a ticket for another event beside the refund, never instead of it; a buyer who has not clearly chosen the credit note is refunded in money.
• If the event is postponed, the ticket stays valid for the new date, and a buyer who asks for a refund instead is refunded in full.
• If the event moves to a place a buyer cannot reasonably be expected to travel to, a buyer who asks is refunded in full.
• If an event of several days or parts is cut short after it has begun, you refund the part not delivered.
• A refund costs the buyer nothing.

Your policy may be more generous than this, and once you have published it you are bound by it. Refunding is yours to do, from your own Stripe balance (1.5); we cannot refund your buyers for you.

3.3 Receipts and tax. As the seller, you issue any invoice or receipt for a sale, and you are responsible for the VAT and other taxes on your sales.

3.4 What you may not sell. You may sell tickets only for events you organise or are authorised to sell. You may not use the platform to resell tickets for more than their original price, to sell before the official sale opens, or to sell for an event that is unlawful or that you do not intend to hold.

Section 4. Our fee

4.1 For every paid ticket sold through the platform, we charge a platform fee of 3.5% of the total the buyer pays for the order, plus €0.40 per ticket, and at least €0.40 per order. The fee includes Stripe’s fee for processing the payment, which we pay: Stripe takes no separate processing fee from your sales. Free events and free tickets carry no fee.

4.2 The fee is deducted from each payment before it reaches your Stripe balance (1.1). We never change the fee on a ticket already sold, and a change to the fee is a change to these terms, made only under section 15.

4.3 Whenever you refund a ticket, in full or in part, and for any reason — a cancellation, a postponement, a move, or a refund you choose to give under your own policy — our fee on that ticket comes back to you with it, in full or in the same proportion. We keep no fee on a ticket whose money went back to the buyer.

4.4 If you are a non-profit organisation or association, and we have verified that from your legal form and your enterprise number in the business register, our fee on donations and on membership dues is zero. Paid tickets stay on the fee in 4.1. The waiver lasts as long as the verification holds: if your legal form changes, it ends from that date, and nothing already settled is reopened.

Section 5. Chargebacks and disputes

We say this here, plainly, rather than in small print: if a buyer asks their bank or card issuer to reverse a payment for one of your tickets, that dispute is yours. It is decided between the buyer’s bank and Stripe, on the evidence submitted for the payment. You do not have a Stripe dashboard, so you cannot answer a dispute at Stripe yourself: write your account of the sale on the order itself, from your workspace on the platform, and press submit — it reaches Stripe at once, through our system, exactly as you wrote it. Where you need to send a document instead, such as a screenshot, a signed policy or correspondence you cannot paste as text, or where the order cannot take your submission, send it to us through the link in our notice of the dispute, by the date that notice gives, which is three days before Stripe’s own deadline, and we submit it to Stripe for you by hand, as you gave it. Either way, we do not write your case, we cannot influence the decision, and we promise no outcome. If nothing reaches Stripe by its own deadline, the dispute is decided without your evidence. Whatever the decision, its financial result is yours (1.5).

Stripe does not tell you directly when a dispute is opened on one of your payments, so we tell you, with a link to the order where you answer it.

While a dispute is open, the payment cannot also be refunded through the platform.

Section 6. The prices you show, and our embed

Every price the platform shows a buyer is the total the buyer pays, including VAT and our fee. Wherever you advertise a ticket, you show that same total, never a lower price with charges added later.

If you place our ticket button or RSVP card on a website of your own, when we offer one, it shows the final price including everything, and you must not print a different or pre-fee price around it. A misleading price on your page is a breach on your page: the button cannot prevent it, and only you can.

That button stores nothing on your visitor’s device — no cookie and no other storage — until the visitor acts on it, so that using it does not on its own require your visitors’ consent under the ePrivacy rules. If that ever changes, it is a change to these terms under section 15.

Section 7. Data: who can see what

What you can see. Everything that you, your team, your guests and your buyers put into the platform for your events, and everything the platform records about them — your events, guest lists, participations, orders, tickets, admission records and messages — within your own workspace. Nothing that belongs to any other organiser.

What we can see. The same data, because we run the platform. We use it only as section 2 allows, and our staff open it only as far as support or security requires.

What other organisers can see. Nothing of yours. Every record belongs to one workspace, and access across workspaces is refused by the platform itself, not merely hidden on screen. The same holds for any service of our own that is offered on the platform (section 12).

What we give to others. We do not sell your guests’ or buyers’ data, we do not give it to anyone for their own marketing, and we build no profile of any person across organisers. We give it only to the sub-processors on our published list, to Stripe for your payments, and to an authority where the law requires it. We give no one, including you, data drawn from other organisers, whether individually or in aggregate.

After our contract ends, section 10 says what you can still reach.

Section 8. When we may restrict, suspend or end our service

8.1 The grounds. We may stop an event from being sold or unpublish it, or end our service to you entirely, only on one of these grounds, stated here in advance:

• you fail or refuse the verification that Stripe or we require for the kind of event you sell: Stripe verifies you before you can take payments, and we may ask for proof of your identity and, if you have one, your enterprise number before a paid event goes on sale;
• we receive a notice that an event of yours is fraudulent or that its sale is unlawful, and having checked it we find it substantiated;
• you break these terms in a way that harms buyers, other organisers or the platform, including by selling what 3.4 forbids or by not paying a refund you owe under 3.2;
• the law, a court or an authority requires it.

8.2 What we cannot do. We cannot pause, delay or hold your payouts (1.3). Only Stripe can, on its own terms.

8.3 Our reasons, in writing. Whenever we stop an event from being sold or unpublish it, we give you, before or at the moment it takes effect, a written statement of the specific facts and of the ground in 8.1 we relied on, including what a notice said about you, unless the law forbids us to tell you.

8.4 Ending our service entirely. We give you at least 30 days’ notice, with our reasons in writing. We may end it sooner only where the law requires us to, where Belgian law gives us an imperative reason, or where you have repeatedly broken these terms; we then give you our reasons in writing without undue delay.

8.5 You can challenge it. Reply to our statement, or use the complaint route in section 14, and we look at the facts again. If we lift the measure, we restore your access, including to your data, without undue delay.

8.6 Tickets already sold remain your sales. Restricting, suspending or ending our service does not cancel them, and what you owe those buyers under 3.2 continues.

Section 9. Ending these terms yourself

9.1 You can end these terms at any time, without giving a reason and without paying anything, by telling us at the address in section 19. It takes effect when we receive it. It ends your future sales on the platform; it does not cancel tickets already sold, and what you owe those buyers under 3.2 continues.

Section 10. Your data when you leave: the exit guarantee

At any time, while these terms run and after they end, you can export what you put into the platform and what your events generated, yourself, without asking us. Today that is, for each event, your guest list and its participation records, in CSV, XLSX, JSON or PDF.

Your orders, tickets and admission records cannot yet be exported by you directly. Until they can, we send them to you on request, free of charge, in an open format.

When our contract ends, you choose whether we return your data to you and then delete it. We keep only what the law requires us to keep, such as accounting records, and we delete nothing you have not yet had the chance to export. After the end we have no access to your data for any purpose of our own, beyond the records the law makes us keep.

Section 11. How your events are shown, and where else they appear

Ranking. The platform has no directory, search or listing that ranks your events against other organisers’ events. Each event is reached through its own address, which you share. Nobody can pay us for more prominence. If we introduce a ranking, we will describe here, before it takes effect, its main parameters and why they matter more than others, including whether any payment affects it.

Other channels. We do not market your events or tickets through any other channel, affiliate programme or reseller.

Nothing else at checkout. We offer your buyers nothing else at checkout — no insurance and no extras, from us or anyone else.

You are free to sell elsewhere. You may sell the same event through other channels, on other conditions and at other prices. We do not restrict that.

Section 12. Our own services on the platform

Pilarres plans to offer services of its own through the platform — audiovisual, catering and print — from 2027, as a vendor on the same footing as any other. It does not offer them today.

When it does, they will get no advantage over anyone else: no better placement or ranking, no data another vendor could not have, and no different fee or access to features. Our service lines use the platform as ordinary workspaces and cannot see yours. What you pay us does not depend on whether you use them. If we ever treat our own services differently, that is a change to these terms under section 15, and we will describe the treatment and our reasons for it here first.

Section 13. Your content and your intellectual property

What you put into the platform — event descriptions, images, names and logos — stays yours. You give us only the permission we need to store it, to show it to the people you share it with, and to include it in tickets and confirmations, for as long as it is on the platform and in the records the law requires us to keep. We claim no other right to it.

You confirm that you are entitled to give us that permission. If we are told that content of yours is unlawful, we deal with it under section 8.

Section 14. Complaints and mediation

If you have a complaint about us — how we applied these terms, a technical problem that affects you, or anything we did or failed to do — write to us at the address in section 19. It costs nothing. We read every complaint, treat like cases alike, answer in writing within a reasonable time, and tell you what we did about it.

As a small enterprise we are not yet required by the Platform-to-Business Regulation to run a formal complaint system or to name mediators. We offer the route above anyway, and when we pass those thresholds we will name at least two mediators here, by a change under section 15.

Nothing here stops you from going to court at any time.

Section 15. Changes to these terms

15.1 We change these terms only by publishing a new version at a new address. The version you accepted stays published at its own address.

15.2 We tell you about a proposed change by e-mail at least 15 days before it takes effect, and longer where you need more time to adapt your events or your systems to it. The e-mail itself names the versions before and after, sets out each change in plain words, gives the date it takes effect and your right to end these terms before then, and gives the address of the new version.

15.3 Until the change takes effect you may end these terms under section 9, and the ending takes effect within 15 days of our notice. You may also give up the notice period, by telling us in writing or by a clear action. Putting a new event on sale during the notice period counts as giving it up, except where the notice period is longer than 15 days because the change requires significant technical adjustments from you.

15.4 We change these terms without the 15 days only where the law requires a change sooner than that, or where we must act at once to protect the platform, buyers or you against fraud, malware, spam, a data breach or another cybersecurity risk.

15.5 No change reaches back. A change never affects tickets already sold or fees already charged, unless the law requires it or it only benefits you.

15.6 To put a new paid event on sale after a change has taken effect, you accept the new version first. Until you do, everything already on sale continues as before.

Section 16. Responsibility

We are responsible for providing the platform with reasonable skill and care, and for what we promise in these terms. We are not responsible for your event, for what you promise your buyers, or for Stripe’s decisions about your account (section 1).

Neither of us is liable to the other for indirect loss, such as lost profit or lost business, that the breach did not directly cause. That limit does not apply to fraud, to intentional or gross fault, to a failure to perform an essential obligation under these terms, or to death or personal injury.

Neither of us is responsible for failing to perform an obligation for as long as force majeure prevents it.

Section 17. Law and courts

Belgian law governs these terms. The courts of Brussels have jurisdiction over any dispute about them. The EU Platform-to-Business Regulation applies to our relationship whatever law governs it.

Section 18. Languages

These terms are published in English, French, Dutch and German, and each version is equally valid. Where they differ, the meaning more favourable to you applies. The French, Dutch and German versions have not yet been reviewed by a native legal speaker.

Section 19. Who we are and how to reach us

Pilarres EOOD, a single-member limited liability company registered in Bulgaria under UIC 208702712, VAT number BG208702712, registered office Legis Center, office 3-8B, 152 6-ti Septemvri Street, 4000 Plovdiv, Bulgaria. E-mail info@bicyr.com. Telephone +32 485 02 94 23.