Terms and Conditions

Please review these Terms before creating your Startupply account or placing any orders. By signing up, you agree to follow these Terms. If you choose not to agree, you won't be able to create an account or use our services. These Terms will stay in effect as long as you have a Startupply account, use our platform, or purchase tickets, vouchers, or other products ("Products"). Startupply provides these Products as an authorized agent on behalf of the organizer, promoter, venue, speaker, or other event host ("Promoter").

We may update these Terms from time to time. Whenever you place an order through our website or app, the version of the Terms active at that moment will apply to your order and replace any earlier versions.

1. Information About Us and How to Contact Us

Who we are

We are Startupply, registered in Karachi, Pakistan. Our registered office is at Metroville, SITE, Karachi – Pakistan. Our NTN number is H406977-6.

We act as an authorized agent to promote and sell tickets, vouchers, and merchandise on behalf of event organizers, promoters, venues, or other hosts ("Promoters").

Contact Us

You can reach us by calling our customer service team at +92 311 3552693 or by writing to us at Startupply, Metroville, SITE, Karachi – Pakistan.

As we act only as an authorised agent, some queries or complaints may need to be referred to the Promoter (organizer, venue, or event host). In such cases, our role is to forward your complaint to the Promoter and liaise with them on your behalf where possible. Please note that we are not responsible for how the Promoter chooses to handle or resolve your complaint. While some issues may take up to 28 days to be fully resolved, we will always aim to assist you and ensure matters are addressed as quickly as possible.

How We May Contact You

If we need to contact you, we will do so by telephone, email, or post, using the details you provided at the time of purchase. For clarity, "writing" includes email communication.

2. Your Tickets and Orders

Order acceptance

If we are unable to accept your order, we will inform you in writing and issue a full refund. Reasons may include:

the product being out of stock,
exceeding the maximum ticket limit,
payment not being authorised or received in full,
errors in pricing or product description, or
the Promoter being unable to deliver.

Order number

Once your order is accepted, we will assign you an order number. Please use this number whenever you contact us about your order.

Age restrictions

Any age restrictions will be clearly displayed on the event booking page. By completing your purchase, you confirm that you meet these requirements.

Ticket limits

Tickets may be limited per person, per account, per payment method, or per household. Any such limits will be shown at the time of purchase. We reserve the right to cancel or reject orders that exceed these limits without notice.

Ticket information

We aim to display accurate ticket details on our website and app, including:

your selected seat or standing area,
restrictions (e.g., restricted/obstructed view or age requirements), and
the ticket's face value.

This information comes from the Promoter or venue, who are responsible for its accuracy. Seating charts represent general layouts and may change without notice. We are not liable to refund tickets if the layout changes.

Licensed right

Each ticket is a licence to occupy a seat or standing area of the value stated. If we cannot provide the exact seat, we will make reasonable efforts to offer an alternative of equal value. If only a lower-value seat is available, we will refund the difference. No further compensation will be provided.

Resale and use

Tickets may not be resold or transferred if prohibited by law or by the Promoter's terms. Any unauthorised resale may result in cancellation. Tickets also cannot be used as part of packages (e.g., hospitality, travel, accommodation) or for advertising, promotions, or competitions.

Ownership and risk

Responsibility for goods (tickets, vouchers, merchandise) passes to you once delivered to your provided address. We are not responsible for lost, stolen, or destroyed goods. You own goods only after full payment is received. Possession of a ticket or voucher does not give you rights to use, alter, or reproduce any trademarks, logos, or intellectual property printed on it.

Fraudulent activity

We may cancel any order if we reasonably believe it was made fraudulently, linked to criminal activity, unlawful conduct, or through the use of unauthorised automated tools (e.g., bots or spiders).

3. How We Use Your Personal Information

We handle your personal information in line with our Privacy Policy. The information you provide may be used to:

deliver the Products you purchase;
allow the Promoter to deliver any merchandise to you;
process your payments; and
(if you agreed during checkout) send you our newsletter and information about similar products. You can unsubscribe from these communications at any time by contacting us.

We will only share your information with third parties where required or permitted by law.

4. Prices and Fees

4.1 The price of the Products, including any booking fees and delivery charges (where applicable), will be clearly indicated on our website, app, and on the order pages at the time you place your order.

4.2 While we make every effort to ensure that all prices displayed are accurate, errors may occasionally occur. If we discover an error in the price of the Products you have ordered, we will notify you as soon as possible. You will then have the option to:

(a) reconfirm your order at the correct price; or
(b) cancel your order and receive a full refund.

4.3 Payment for the Products must be made in advance through our website or app using Allied Bank API, Chargebee, or any other similar billing system we may use from time to time.

4.4 If your payment is not authorised or is declined for any reason, your order will not be processed, and you will be notified accordingly.

4.5 The Products must be paid for in full before we dispatch them and/or before you are able to download or access them.

5. Entering the Event

You must present a valid ticket to access the event. Removing any part of, altering or defacing the ticket may invalidate your ticket.

Promoter terms and conditions. A ticket only guarantees entry if you comply with the Promoter terms and conditions, copies of which are available from the Promoter upon request, such as, but not limited to, standards of behaviour and health and safety. You may be refused admission should you breach any of the Promoter terms and conditions. No refund will be given if you are refused entry or ejected due to your own behaviour.

Any ticket obtained in breach of these Terms or the Promoter terms and conditions shall be void and all, rights conferred or evidenced by such ticket shall be void. Any person seeking to use such a void ticket in order to gain or provide entry to an event may be considered to be a trespasser and may be liable to be ejected and liable to legal action. Void tickets are non- refundable.

On occasion, the venue may have to conduct security searches to ensure the safety of the patrons.

The unauthorised use of photographic and recording equipment is prohibited. Tapes or films may be destroyed. Laser pens, mobile phones, dogs (except guide dogs) and your own food and drink may also be prohibited (please check with the venue). By attending an event you consent to filming and sound recording as a member of the audience.

The Promoter and we accept no responsibility for your personal property on route to, during or post event.

Latecomers will be admitted at a suitable break in the event, but admission cannot always be guaranteed.

Please note some events may include special effects such as, sound, audio visual, pyrotechnic effects or lighting effects. It is the customers responsibility to ascertain this information should it pertain to a medical related concern.

Please note that advertised start / finish times of events are subject to change and are beyond our control. No recompense will be offered should the advertised times change.

6. Refunds and Cancellations

Once you have purchased a ticket (or voucher) from us, you will not be entitled to exchange or to obtain a refund for that ticket (and voucher), unless the event is cancelled, rescheduled or materially changed.

Where we become aware that an event is cancelled, rescheduled or materially altered, we will use our reasonable endeavours to notify you using the details provided at the time of purchase. We may not always be able to do this and it is your responsibility to ascertain this information. If you wish to claim a refund you should notify us as soon as possible. You must return any unused ticket (and voucher) to us before we are able to process any refund as applicable. As an agent, we have no control over and have no responsibility for the cancellation, rescheduling or making of material changes to the event programme. A "material change" is a change which makes the event materially different to the event that you could have reasonably expected. For the avoidance of doubt, the appearance of an understudy in place of a show's headline star, or the change of a headlining artist from the ones advertised on a music festival line-up etc. are not a material change.

If an event is cancelled we may be authorised by the Promoter to issue refunds in which case we will refund you the face value of the ticket (and voucher) minus our booking fee of 10%. If tickets were delivered by us to you, this charge is non-refundable. Refunds will only be made to the account holder using Jazz Cash or Bank Transfer or any other billing system used for the order.

If an event has started and is cancelled part way through for whatever reason, we are not liable for refunds, unless we receive specific instructions from the Promoter. In such instances, we will contact all customers once we receive the specific instruction. If we refund we will minus our booking fee of 10% that was charged for our administrative services.

If the event is rescheduled we may be authorised by the Promoter to permit your tickets to an alternative date in which case tickets may remain valid and it is your responsibility to ensure their security. If you are unable to attend the new date, we will refund you the face value of the ticket (and voucher) minus the booking fee of 10%. If tickets were delivered by us to you, this charge is non-refundable, however all tickets must be returned to us unused before we can process the refund. Refunds will only be made to the account holder using Jazz Cash or Bank Transfer or any other billing system used for the order.

If we are not authorised or otherwise unable to issue refunds directly, we will be able to provide you with information as to whom you should contact to seek a refund, but we are not liable to you for such refund if you are unable to obtain a refund from the Promoter.

All refund requests must be submitted within 14 days of the scheduled event date for which the ticket was purchased. Any requests made after this period will not be eligible for a refund, regardless of the reason.

7. Duties as a Ticket Wala user/ Customer Protocol

Event attendees must behave responsibly during all Events. Verbal, written, or physical harassment, threatening physical actions and disorderly or disruptive conduct will not be tolerated and may result in removal from the Event. We are not liable for providing refunds if you are refused entry or ejected due to your own behaviour.
Carrying any firearms, alcohol, drugs, controlled substances, laser pointers, strobe lights, irritants (e.g., artificial noisemakers), bundles and containers is prohibited at all events. If any prohibited items are found in possession, that person will be penalized according to Pakistan's Arm's Ordinance, https://www.fia.gov.pk/files/act/9.pdf. To ensure prohibited items do not enter the premises, you may be subject to a security search at the gate of entry, where you and your belongings can be searched.
The website cannot be used for any unlawful purposes; submitting any form of false, fraudulent, objectionable information that violates Ticket Wala's and partnered event promotor's rights as stated in The Financial Institutions of Ordinance of Pakistan https://www.fia.gov.pk/files/laws/467787388.pdf
This includes using any promotional codes that have not been provided by us. Those who do not comply may be penalized according to FIA's Cyber Crime as an Electronic Financial Fraud https://www.fia.gov.pk/files/publications/860464251.pdf
Any form of promotional material (unsolicited emails, links, advertisements, competitions) for commercial means cannot be shared through any form of online or offline methods without the approval of Ticket Wala or the Organizer.
If we are unable to authenticate any information you provide during any registration, ordering, purchase, delivery, payment, or any other process, you will be contacted by our customer service and informed. In such cases, you as the customer agree to comply and act as a facilitator to rectify the error at hand. This applies regardless of whether a case has occurred due to human error, transactional malfunction of website or other Ticket Wala operating systems, or errors from Ticket Wala payment partners.

8. Indemnification & Limitation of Liability

8.1. Indemnification

You agree to indemnify, defend, and hold harmless Ticket Wala LLP, its affiliates, directors, officers, employees, agents, service providers, and licensors from and against any and all claims, demands, liabilities, damages, losses, penalties, and expenses (including reasonable attorney's fees) arising out of or related to:

Breach of Terms – Any violation of these Terms, misuse of TW's platform, or non-compliance with applicable laws.
Intellectual Property Infringement – Any claim that your uploaded content (including event listings, descriptions, images, and media) infringes upon a third party's copyrights, trademarks, patents, or other intellectual property rights.
Event-Related Risks – Any claims, injuries, or damages suffered at an event, including accidents, security breaches, dissatisfaction, or cancellations.
Unauthorized Transactions – Any fraudulent, unauthorized, or disputed transactions, including chargebacks, misuse of promotional codes, or payment fraud.
Resale & Third-Party Transactions – Any claims related to unauthorized resale, transfer, or scalping of tickets, including legal or financial penalties imposed on you.
Third-Party Services & Failures – Any delays, discrepancies, or losses arising from third-party payment providers, financial institutions, or banking processes beyond TW's control.
Technical Failures & Service Interruptions – Any losses due to server crashes, website malfunctions, API failures, data loss, cyberattacks, hacking, malware, or software vulnerabilities.
Event Cancellation & Changes – Any cancellation, postponement, rescheduling, or material changes to an event as determined by the Promoter, Organizer, or Venue.
Regulatory Compliance & Tax Obligations – Any violations of taxation laws, financial regulations, or local event laws caused by your actions or omissions.

8.2. Limitation of Liability

To the fullest extent permitted by law, Ticket Wala LLP shall not be liable for:

Indirect or Consequential Losses – Any indirect, incidental, special, consequential, or punitive damages, including but not limited to, lost profits, business loss, reputational harm, or loss of goodwill.
Website Malfunctions & Technical Errors – TW is not responsible for any website malfunctions, server failures, or system downtimes but will rectify such issues as quickly as possible.
Financial Transactions & Third-Party Payment Issues – TW does not guarantee the accuracy, speed, or security of financial transactions and is not responsible for banking errors, payment gateway delays, or processing failures.
Event Sales & Marketing Limitations – TW does not guarantee ticket sales and is only responsible for marketing as per the agreed scope.
Errors & Omissions – TW is not responsible for errors in event details, seating arrangements, pricing, or ticket availability as provided by the Promoter.

8.3. Additional Financial Disclaimers

Non-Refundable Fees – Any charges such as card processing fees, Merchant Discount Rate (MDR), payment gateway fees, bank transfer charges, delivery fees, platform fees, or service fees will be charged in addition to the ticket's Face Value and are non-refundable.
No Guarantee of Sales – TW is not liable for unsold tickets and does not provide any guarantee of ticket sales or attendance.
Third-Party Settlement Risks – TW shall not bear liability for delays, discrepancies, or losses due to third-party banking processes, payment gateway errors, or financial institution failures.
Unauthorized Instructions – TW is not responsible for any losses caused by incorrect or incomplete instructions provided by the Client (Promoter).
Data Breaches & Cybersecurity Risks – TW shall not be liable for hacking, data breaches, or unauthorized access to customer or promoter data through third-party systems.

8.4. Force Majeure

TW shall not be liable or responsible for any failure to perform, or delay in performance, caused by an Event Outside Our Control, including but not limited to:

Strikes, lockouts, or industrial action by third parties.
Non-performance by Promoters, suppliers, or vendors.
Riots, civil commotion, invasion, terrorism, or war.
Natural disasters, including floods, earthquakes, pandemics, or fire.
Internet outages, power failures, or public utility breakdowns.
Government orders, new laws, or restrictions affecting events.

In such cases, TW will work with the Client to resolve the issue but shall not bear liability for delays, financial losses, or customer dissatisfaction arising from Force Majeure.

Contact Information:
Startupply
Metroville, SITE, Karachi – Pakistan
Phone: +92 311 3552693
NTN: H406977-6