04 — Policies

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What it is

The rules of your event, written in your words: what happens if someone cannot come, what they are agreeing to by buying, and anything else your venue needs people to know.

You can simply publish them, or you can require that a buyer ticks to agree before they can pay.

What you control

Policies live in the Policies card on your event's page. You don't need to press Edit Event first: each policy has its own Edit button, and the buttons under the list add a new one. Each saves on its own with Save policy. Two are always offered:

• Refund Policy
• Terms & Conditions

Both start empty, and both are worth filling in — most refund arguments are really arguments about what was promised, and a written policy ends them quickly.

Beyond those, add whatever your event needs. A costume requirement. A no-re-entry rule. A bag policy. A code of conduct. Choose + Custom policy, give it a name and the text, and it appears on your event page. To remove one, open it and choose Delete policy.

Requiring agreement

Each policy has a toggle: must be accepted.

Off by default, including for policies that existed before this feature. We will never start demanding a tick on your behalf.

Do not require everything. Four compulsory tick boxes before a pay button costs you sales and gets read less carefully than one. Require the policy you would actually cite in a dispute; publish the rest.

Age limits

If you have set a minimum age on your event, it appears in the same block as your policies, marked Strictly Enforced. It is not a policy you write — it comes from your event settings — but to a buyer it is the same kind of information, so it is shown together.

How it behaves

At checkout

A policy that must be accepted appears directly above the pay button with a tick box. The button stays disabled until every one is ticked.

If somebody tries anyway, they are told which policy they have missed by name, rather than a vague "please agree to the policies" — on a page with several, that is the difference between fixing it and hunting for it.

Every wording is kept

This is the part worth understanding, because it is what makes the record worth having.

Each time you change the wording of a policy, we keep the previous wording as a numbered version. When a buyer agrees, their order records exactly which version they agreed to. Editing the policy afterwards — or removing it entirely — does not change what their record says.

So if you reword your refund policy in October, someone who bought in September is still on September's wording, on their ticket and in their record. What you can point to in a dispute is what they actually agreed to, not what the policy happens to say today.

Changing only whether a policy must be accepted, or its position in your list, does not create a new version — only changes to the words do.

If you edit a policy while someone is checking out

A buyer who opened checkout before your edit, and presses pay after it, is not allowed to agree to words they never saw. They are told the policy was just updated, the page refreshes to show the new wording, and they tick it again. Their basket is kept.

On the ticket

Every policy a buyer agreed to is printed on their ticket PDF, under "Agreed at checkout", on every page.

That is deliberate. A ticket gets downloaded on its own, forwarded, printed and opened months later, and it needs to stand up by itself — at a door, or in a dispute.

Good to know

Changing a policy affects future sales only. Past buyers keep the wording they agreed to. This is a feature, not a limitation.

Removing a policy does not erase anyone's agreement. The version they agreed to stays with their order.

See what each buyer agreed to. Under Policies on your event page, choose Version history and who accepted. Every version is kept word for word, including removed policies, with the orders that accepted it.

A policy nobody has to accept is still useful. Publishing your refund terms on the event page answers the question before anyone emails you about it.

Write it for the person reading it at 2am on their phone. Short paragraphs, plain words, the thing they actually need first. Nobody reads a wall of text above a pay button — they tick it — and a policy that was not really read is weaker in a dispute than one that was.

Turning a policy on mid-sale is fine. Buyers from before are unaffected; everyone from that point forward has to tick it.