Piletilevi’s general conditions for organisers
Piletilevi’s general conditions for organisers
Piletilevi’s general conditions for organisers
20 May 2025
These general terms and conditions apply to all legal relations between Piletilevi and the organiser in connection with the use by the organiser of the platform operated by Piletilevi.
Definitions
1. Special terms and conditions – special agreements concluded between the Parties which form part of the contract between the parties and which supplement or amend the general terms and conditions. The special terms and conditions determine the exact content of the services offered by Piletilevi and the fees for the services and may specify the rights and obligations of the parties. The special terms and conditions may be contained in a separate contract document signed by the parties or result from choices made by the organiser in the self-service environment. The special terms and conditions prevail over the general terms and conditions.
2. Self-Service Environment – An environment created by Piletilevi for organisers, which enables the organiser to use certain functionalities of the platform, including adding events or information about events to the platform.
3. Users – Persons who use the platform to obtain information about events and the tickets sold for them; a user who purchases a ticket for an event is also a buyer.
4. Organiser – A legal or natural person who organises the event and/or distributes tickets for the event and who, among other things, is responsible for the conduct of the event and all circumstances related to the event. Tickets for the event can only be sold by organisers who are legal persons.
5. Contract – The contract regulating the legal relations between the organiser and Piletilevi, consisting of these general terms and conditions and the special terms and conditions.
6. Final Report – A report submitted by Piletilevi to the organiser after the event that includes data on the number of pre-sold tickets and total sales revenue. Pre-sale of tickets is the sale of tickets to the event in any manner, place, form, or time prior to the event.
7. Sales report – A report submitted by Piletilevi to the organiser during the pre-sale period or made available in the self-service environment that contains information on the sales of tickets during the pre-sale period.
8. Sales revenue – The total ticket price amounts for the event paid by the buyers to the organiser via Piletilevi (excluding Piletilevi fees).
9. Buyer – A user who enters into a contract with the organiser through the platform to purchase a ticket for an event.
10. Ticket – An undamaged document in its original form or electronic form that entitles the person presenting the ticket or the person designated on the ticket (by his/her name) to participate in the event organised by the organiser and, if the event does not take place, entitles him or her to demand the buyback of the ticket from the organiser and to exercise any other legal remedies against the organiser.
11. Ticket price – The fee that the buyer must pay to the organiser for the acquisition of the ticket (excluding Piletilevi service fees).
12. Piletilevi – AS Piletilevi PLG, registry code 10568581, Maakri tn 23a, Tallinn 10145, email info@piletilevi.ee, phone +372 6248032.
13. Piletilevi services – The various services provided by Piletilevi to the organiser that may relate to the use of the platform, enabling the sale of tickets, payment mediation, and/or other additional and accessory services.
14. Platform – An electronic ticketing platform operated by Piletilevi and available at www.piletilevi.ee.
15. Party – The organiser and Piletilevi separately; parties – the organiser and Piletilevi together and jointly.
16. Order Form – Important information concerning a specific event that the organiser submits to Piletilevi for the purpose of adding the event to the platform if the organiser does not use the self-service environment.
17. Intermediary Fee – fee paid by the organiser for the services of Piletilevi.
18. General Terms and Conditions – These general terms and conditions for organisers that set out the rights and obligations of Piletilevi and the organiser in relation to the use of the platform by the organiser and in relation to other services provided by Piletilevi to the organiser.
19. Event – A public entertainment, social, commercial, promotional, or other event or occurrence, including a performance, concert, disco, sporting event, exhibition, fair, conference, competition, auction, online or streaming event, organised by the organiser that requires the purchase of a ticket.
1. Object of the Contract
1. Piletilevi operates the platform through which the organisers can publish information about the events organised by them and sell tickets to the events and the users can obtain information about the events and purchase tickets to the events from the organisers. Through the platform, Piletilevi provides services to organisers and users, constituting an information society service. These general terms and conditions form part of the contract between Piletilevi and the organiser that regulates the terms and conditions of the provision of services by Piletilevi to the organiser and the rights and obligations of the parties in relation to the provision and use of such services.
2. The services provided by Piletilevi to the organiser ('Piletilevi services’) may in particular consist of:
1. Allowing the use of the platform to add events organised by the organiser and to make information about events available to users;
2. Enabling the conclusion of contracts between the organiser and the buyers through the platform, on the basis of which the buyers can purchase tickets for events from the organiser;
3. The provision of payment intermediary services to the organiser in relation to tickets purchased for events;
4. The provision of other additional and accessory services to the organiser; such additional and accessory services may be specified in the general terms and conditions or the price list or agreed separately between the Parties in the special terms and conditions.
3. The organiser may order the right to use a software solution (widget) from Piletilevi as an accessory service that will be integrated into the website of the organiser and that will enable the organiser to use the sales management software of Piletilevi on its own website and to sell tickets on its own behalf, for its own account and at its own risk, subject to the following principles:
1. Piletilevi grants to the organiser a limited and paid licence (without the right to grant sub-licences) to use the said software, under which the organiser will be entitled to use the Piletilevi software only for the purposes and under the terms and conditions set out in the contract.
2. Piletilevi has the right to restrict the availability of this accessory service to the organiser if the organiser has outstanding obligations to Piletilevi (regardless of whether the organiser has outstanding obligations in relation to the accessory service referred to in this clause or other Piletilevi services);
3. This accessory service is subject to the provisions on ticket buyback and reporting (clauses 6 and 7 of the general terms and conditions).
4. If the accessory service referred to in this clause is the only Piletilevi service ordered by the organiser, the legal relationship between Piletilevi and the organiser will not be subject to the provisions relating to the platform.
4. Through the platform, Piletilevi enables the conclusion of contracts directly between the organiser and the buyer. All rights and obligations in relation to the event (including the content of the event, the time and place of the event, and the price of the ticket) will be established by the organiser, who will be solely responsible to the buyers for the performance of the rights and obligations arising from the purchase of the ticket. Piletilevi is not a party to the contract between the organiser and the buyer regarding the sale of the ticket and bears no responsibility to the buyer for the fulfilment of rights associated with the ticket. The organiser confirms that it must duly comply with all its obligations under the ticket sales contract and applicable consumer protection requirements towards the buyers, including providing the buyers with true and complete pre-contractual information through the platform and enabling the buyers to exercise any legal remedies against the organiser.
5. To the extent that the use of the services referred to in clauses 2.1 and 2.3 includes the collection and forwarding of payments made by the buyers to the organiser, Piletilevi also provides the organiser with a payment intermediary service.
6. The content of the services offered to the organiser (including the service fees applied by Piletilevi) will be determined in the special terms and conditions that supplement these general terms and conditions. In the event of a conflict between the general terms and conditions and the special terms and conditions, the special terms and conditions prevail first, followed by the general terms and conditions.
2. Contracting and accessing the platform
1. The organiser can start using the Piletilevi services offered through the platform after signing the contract and creating a user account. The organiser must ensure that only persons authorised by the organiser have access to its user account. The organiser must notify Piletilevi immediately if its user account has been accessed by an unauthorised person; until such notification is received, all actions performed using the user account of the organiser on the platform are deemed to be the actions of the organiser.
2. When creating an account on the platform and using the platform, the organiser must disclose only true, accurate, and complete information to Piletilevi. Upon the request of Piletilevi, the organiser must allow Piletilevi to verify the truthfulness of the information provided by the organiser by providing Piletilevi with the documents requested by the latter. The organiser must immediately update the data in the self-service environment or inform Piletilevi of the updated data in case of any changes to the data published about the organiser.
3. Information on events on the platform
1. The data to be submitted on the platform for events is compiled by the organiser. Through the self-service environment, the organiser is able to create events and add and edit event information; the organiser who does not use the self-service environment must send event information to Piletilevi.
2. The organiser is responsible for the truthfulness, accuracy, and completeness of the information provided about the event. As the platform operator, Piletilevi does not control the accuracy of the information published about events and is not responsible for the accuracy of the information. If Piletilevi becomes aware that any information published on the platform is incorrect or in breach of the general terms and conditions or any applicable law, Piletilevi grants the organiser an additional period of time to correct the information (either via the self-service environment or by providing Piletilevi with the correct information) and upon expiry of the period, Piletilevi is entitled to remove the relevant event(s) or incorrect or non-compliant information from the platform.
3. If the information materials provided about the event include other persons involved in ticket brokerage in addition to Piletilevi, Piletilevi has the right to remove such information materials from the platform.
4. The organiser confirms that it will only offer such events and related goods or services (including tickets) through the platform that are in compliance with the general terms and conditions, good morals and public order, and applicable law.
4. Blocking the use of the platform and events
1. Piletilevi has the right to remove any event of the organiser from the platform or restrict its visibility if the organiser has outstanding obligations to Piletilevi or if the actions, event content, or other information of the organiser are in breach of the general terms and conditions, good morals or public order, or applicable law or are otherwise inconsistent with the image or requirements of the platform and the organiser has not remedied the breaches despite notice.
2. If the organiser repeatedly violates the terms and conditions of the use of the platform, Piletilevi has the right to suspend the access of such organiser to the platform or, in the event of a material breach, to remove the organiser from the platform. Piletilevi assesses each infringement on a case-by-case basis, taking into account the relevant facts and information known about the case, including the number and seriousness of the infringements.
5. Ticket buyback
1. If the event does not take place or the time, place, or content of the event changes or the event is replaced by another event, the organiser will be responsible for conducting the buyback of tickets and for satisfying any claims of the buyers.
2. The organiser may order the ticket buyback service from Piletilevi if the organiser provides Piletilevi with the funds necessary to carry out the buyback, in which case the terms and conditions of the ticket buyback are agreed separately between the parties.
3. If the organiser has not, within a reasonable period of time after it has become known that the event will not be taking place, or the event has changed its time, place, or artist, or the event has been replaced by another event, ordered Piletilevi to buy back the tickets and has not ensured that the necessary funds are available, Piletilevi will have the right to buy back all or part of the tickets sold, provided that it has informed the organiser thereof at least in a form that can be reproduced in writing (by email).
4. The organiser has to pay a fee to Piletilevi for the buyback of tickets, the amount of which is equal to the amount of the fee for the ticket brokerage service, unless otherwise agreed. In addition, the organiser must reimburse Piletilevi for any additional expenses incurred in connection with the buyback of tickets. If an agent fee is applied to tickets, the organiser must ensure that the agent fee is refunded to the buyers in the event of a ticket buyback.
5. In the event of a buyback, the organiser must return to Piletilevi any advance payments of sales proceeds if Piletilevi has made such advance payments to the organiser, and must pay for all services provided by Piletilevi (including the ticket buyback service) in accordance with the invoices submitted by Piletilevi no later than the date of commencement of the buy-back. If the organiser has not fulfilled the aforementioned obligations, Piletilevi has the right to carry out the buyback of tickets from the sales revenue held by Piletilevi, taking into account the following principles in the following order:
1. Piletilevi covers unpaid invoices for services provided by Piletilevi (including the ticket buyback service) from the sales revenue.
2. Piletilevi allocates the necessary portion of the remaining sales revenue to enable the refund of the cost of tickets paid via credit card within 120 calendar days from the scheduled date of the event.
3. Piletilevi allocates the necessary portion of the remaining sales revenue to enable the refund of the cost of physical tickets purchased from a sales point within 120 calendar days from the scheduled date of the event.
4. From the remaining sales revenue, Piletilevi refunds the cost of all other tickets within 120 calendar days from the scheduled date of the event, based on the respective applications and in the order of their receipt.
6. If, 120 calendar days after the scheduled date of the event, a portion of the sales revenue remains in the possession of Piletilevi and Piletilevi has no claims against the organiser, Piletilevi will return the remaining portion of the sales revenue to the organiser.
6. Reporting
1. Piletilevi will make available to the organiser a sales report once a calendar month and a final report after the end of the pre-sale of tickets. If the pre-sale of tickets takes place within one calendar month, Piletilevi will only publish a final report to the organiser.
2. If the organiser uses the self-service environment, Piletilevi will submit the relevant reports to the organiser via the self-service environment; otherwise by email.
7. Obligations related to tickets
1. If, in accordance with the special terms and conditions, the sale of tickets to the event is conducted (inter alia) through the website of Piletilevi, the organiser must ensure the advertising and/or mentioning of the company logo of Piletilevi on all publications, internet, TV, and radio advertisements related to the event which include information on the sale of tickets. If the organiser includes more general information about the Piletilevi sales network in their advertisements, indicate: ‘Available from Piletilevi sales points and online at piletilevi.ee.’ Piletilevi’s logo and graphic materials are available at piletilevi.ee/logo.
2. To gain admission to the event, the organiser must accept original tickets on the sales channels of Piletilevi and the partners of Piletilevi and electronic tickets purchased through the website of Piletilevi.
8. Fees and payment
1. The services of Piletilevi offered by Piletilevi to organisers are subject to a fee. The service prices, including intermediary fees for different sales channels, are detailed in the price list, which is provided to the organiser before each event is listed for sale.
2. Piletilevi has the right to unilaterally change the price list by publishing the updated price list in the self-service environment or by submitting the updated price list to the organiser prior to the submission of the order form, unless the prices are fixed for a certain period in accordance with the special terms and conditions. The updated price list applies to all events added to the platform by or at the request of the organiser after the publication of the updated price list.
3. The service fees do not include VAT or other taxes that may be added pursuant to applicable law; such taxes will be added to the fees payable for the services of Piletilevi at the rate provided in applicable law.
4. The organiser grants to Piletilevi the right to collect on behalf of the organiser the payments of the ticket price made by the buyers (sales revenue). Piletilevi will keep records of sales revenue by making the sales report for the previous calendar month available in the self-service environment.
5. On the Friday of the week following the event (or the next working day if Friday is a public holiday), Piletilevi transfers the proceeds of the sale to the organiser, deducting all fees owed by the organiser to Piletilevi. By entering into a contract, the organiser grants Piletilevi an irrevocable consent to deduct all fees payable by the organiser to Piletilevi (including the intermediary fee) from the sales revenue and transfer a correspondingly reduced amount to the organiser.
6. The organiser independently sets the ticket price. Piletilevi has the right to add the Piletilevi service fee payable by the buyer to the ticket price.
9. Liability
1. Piletilevi is not liable to the buyers or any third parties for the holding of the event, its organisation, advertising, information, possible copyright infringements, or any other circumstances and content related to the event, as well as for any costs and damages caused by the non-occurrence of the event. The organiser will settle any claims arising from the foregoing and will compensate Piletilevi for any damages, if any.
2. The organiser must reimburse Piletilevi for any fines imposed by the authorities if they are imposed on Piletilevi due to circumstances attributable to the organiser.
3. If an event does not take place, is postponed, changes location, or is replaced by another event, Piletilevi is not obliged to refund or reimburse the cost of the tickets to the buyers. The organiser handles the buyback and/or reimbursement of tickets independently, unless otherwise provided for in clause 6.5 of the general terms and conditions.
4. Piletilevi does not ensure the seamless or uninterrupted operation of the platform, the self-service environment, or any other software provided by Piletilevi, as the availability of these technical solutions may be affected by a number of circumstances beyond Piletilevi’s control. Piletilevi makes every effort to minimise the risk of such obstacles occurring, but Piletilevi is not liable for any negative consequences that the organiser may suffer as a result of any failures in the technical solutions of Piletilevi.
5. The liability of Piletilevi to the organiser is limited to compensation for direct material damage and indirect damage, including compensation for loss of income, is excluded. The liability of Piletilevi is limited to a maximum amount equal to the organiser’s 12 months’ fees (excluding VAT) paid to Piletilevi. The limits to Piletilevi’s liability referred to in this clause do not apply if the breach is caused by Piletilevi’s intent or gross negligence or if it is a personal injury.
10. Intellectual property rights
1. Piletilevi retains all intellectual property rights to the platform, the self-service environment, all technical solutions it provides, and the design of the tickets. The organiser is responsible for ensuring that it holds all necessary rights and authorisations to provide Piletilevi with the information and materials related to the event as required by this contract.
2. The organiser must use the platform and the self-service environment only for the purposes set out in this contract and not to damage or hinder the operation of the platform or the self-service environment.
3. The organiser is fully responsible for any hardware and software provided by or on behalf of the organiser to Piletilevi, and will compensate Piletilevi for the market value of any damaged items.
11. Sanctions, money laundering rules, and the implementation of know your customer principles
1. The organiser confirms to Piletilevi that none of the organiser’s representatives, beneficiaries, event performers, or individuals involved in event organisation are subject to international sanctions in Estonia, the European Union, or the United States of America or would violate the rules on money laundering or terrorist financing established in Estonia, the European Union, or the United States of America. The organiser has carried out and will continue to carry out background checks on the performers or persons involved in the organisation of the event to identify the persons and to verify that they do not include persons meeting the above criteria.
2. In case of doubt, the organiser must provide Piletilevi with information that allows identifying the organiser and its beneficiaries, the performers of the event, or persons involved in the organisation of the event and establishing that they are not subject to international sanctions.
3. If, during the performance of this contract, Piletilevi reasonably suspects that the organiser has breached the obligations outlined in this clause 12, or that any individuals among the organiser, its beneficiaries, event performers, or those involved in the event organisation do not meet the requirements set forth in clause 12.1, Piletilevi has the right to suspend the performance of the contract or any of its obligations until the matter is clarified, particularly until the organiser provides credible evidence that the suspicion is unfounded. Upon reasonable doubt of the above-mentioned circumstances, Piletilevi has the right, among other actions, to suspend any payments to the organiser, event performers, or any individuals involved in the organisation of the event. If the organiser fails to credibly prove that the suspicion is unfounded within a reasonable period of time from the receipt of the relevant notice by Piletilevi, Piletilevi has the right to terminate the contract exceptionally. Notwithstanding the termination of the contract, Piletilevi is entitled to withhold payments arising under or due to the termination of the contract until the relevant circumstances are clarified. Piletilevi may also exercise the rights outlined in clause 12.3 at the request of the payment service provider serving Piletilevi, with such a request presumed to be based on reasonable doubt.
4. The parties have agreed that, although Piletilevi exercises reasonable care in exercising the rights provided for in clause 12, Piletilevi is not liable for any damage caused to the organiser or third parties as a result of the exercise of the rights provided for in clause 12, unless Piletilevi has caused the damage intentionally or with gross negligence.
12. Expiry and termination of the contract
1. The contract is concluded for an indefinite term, unless otherwise agreed by the parties in the special terms and conditions.
2. Either party has the right to terminate the contract at any time by providing at least 3 months’ notice to the other party, unless the contract is of limited duration under the special terms and conditions (in which case the contract terminates on the last day of the relevant period).
3. Termination of the contract also results in the cessation of Piletilevi services for any events where ticket sales have not concluded by the final day of the contract. Termination of the contract does not affect the validity of any claims against the other party that have accrued prior to the termination of the contract.
13. Force majeure
1. The parties are not liable for any breach of the contract if force majeure makes proper performance impossible. A breach of contract is excusable only for the period during which force majeure prevented performance. However, in a case of force majeure, the parties must use their best endeavours to ensure the continued performance of the contract and to remove the impeding circumstances. The parties must resume the performance of their contractual obligations as soon as such obstacles have been removed. Force majeure modifies the time limits set out in the contract by the period during which the performance of the contract was prevented by the said factors.
14. Final provisions
1. Piletilevi has the right to amend these general terms and conditions at any time by notifying the organiser 14 days in advance and publishing the updated version of the general terms and conditions on the website of Piletilevi at piletilevi.ee. If the organiser does not agree to the updated terms and conditions, the organiser has the right to terminate the contract by notifying Piletilevi before the entry into force of the updated terms and conditions.
2. Should any provision of the contract be deemed invalid due to a conflict with the law, the validity of the remaining provisions is not affected.
3. This contract is governed by the legislation of the Republic of Estonia. Any disputes arising between the parties under this contract will be resolved through negotiation. The organiser has the right to lodge a complaint against the actions of Piletilevi if Piletilevi is alleged to have breached these general terms and conditions. Piletilevi will review the complaint within a reasonable period of time and provide the organiser with a written and reasoned decision on the complaint. If Piletilevi rejects the complaint of the organiser in whole or in part, it must inform the complainant of their right to refer the dispute to a sworn mediator, whose contact details can be found here.
4. If the dispute between the parties cannot be settled by negotiation or mediation, it will be settled in accordance with the procedure provided for by the legislation of the Republic of Estonia in Estonian courts, with the Harju County Court as the court of first instance (unless otherwise specified by mandatory jurisdictional provisions).