Acceptable use

This Acceptable Use Policy (the “Policy”) sets out what is and isn’t allowed on Festro, the platform operated by Festro Inc. (“Festro,” “we,” “us,” or “our”) — the Festro mobile app, the festro.com website, and all related services (together, the “Service”). It applies to everyone: people who discover, reserve, buy, transfer, or resell tickets (“attendees”), and the organizers who create and run events (“organizers”).

This Policy is part of, and is incorporated by reference into, our Terms of Service. It expands on the acceptable-use section of those Terms; if there is any conflict, the Terms govern. Capitalized terms we don’t define here have the meaning given in the Terms. Organizers are also bound by the Organizer Payments Agreement, and everyone’s personal information is handled under our Privacy Policy.

The short version: use Festro for real events and honest ticketing, follow the law, and treat other people and the platform with respect. When you break that promise, we can act — and Section 5 explains how.

You must not use the Service — or help, encourage, or enable anyone else to use it — to do any of the following:

Anything illegal or harmful. Break any applicable law or regulation; promote, organize, or facilitate violence, terrorism, organized crime, hate, harassment, or human trafficking; or threaten, defame, stalk, bully, or endanger anyone.

Prohibited goods and services. Use Festro to sell, advertise, or transfer weapons or firearms, illegal drugs or drug paraphernalia, counterfeit or stolen goods, fake identification, or anything else whose sale or transfer is restricted or prohibited by law or by our payment provider’s rules.

Fraud and deception. Run scams, “get-rich-quick,” pyramid, or multi-level-marketing schemes; misrepresent who you are or what an event is; create fake accounts, listings, reviews, reservations, or demand; use stolen payment methods; or file dishonest chargebacks (for example, disputing a ticket you used or were already refunded for).

Infringement. Post or sell content, performances, music, recordings, artwork, or merchandise you don’t have the rights to, or that infringes anyone’s copyright, trademark, or other rights.

Ticket abuse and scalping. Buy tickets for commercial resale or third-party profit; use bots, scripts, multiple accounts, false identities, or multiple cards to beat published ticket limits or access controls; or resell or transfer a ticket for more than the price the original buyer paid unless the organizer has expressly authorized it (Festro is face-value only by default, and we never charge a fee to transfer or gift a ticket). Authorized above-face resale must carry the disclosures the law requires.

Platform and security abuse. Scrape, crawl, harvest, or data-mine the Service; circumvent, disable, or probe any security, rate-limit, queue, or access control; transmit malware; attempt to access accounts, data, or systems you’re not authorized to; or otherwise disrupt, overload, or interfere with the Service or other users.

Misusing other people’s data. Collect, store, share, or use another user’s personal information except as needed to provide your event and as permitted by our Privacy Policy and applicable privacy law (including Quebec’s Law 25). Attendee information an organizer receives through Festro may be used only to run that event — not sold, rented, or repurposed.

Misrepresenting Festro. Imply that Festro endorses, sponsors, or is responsible for your event; impersonate Festro or our staff; or use our name, brand, or trademarks without permission.

If you list or run an event on Festro, you are the organizer of that event, and you are responsible for it. In addition to the rules above, you must:

• List only real events you have the right and the intention to hold, described accurately — correct date, venue, line-up, capacity, age policy, and price;
• Hold all permits, licences, and insurance your event requires, and comply with all applicable laws, including those on public safety, venue capacity, fire and crowd limits, noise, accessibility, and — for nightlife and licensed events — alcohol service and Quebec’s legal drinking age of 18;
• State and enforce any minimum age or government-ID requirement clearly before purchase, and apply it fairly at the door (an attendee turned away for failing a clearly-stated age or ID requirement is not entitled to a refund on that basis);
• Not run, through your event, any gambling, raffle, sweepstakes, lottery, prize draw, or pay-to-enter-to-win promotion unless it is lawful and you hold every authorization it requires;
• Set, disclose, and honour a clear refund and cancellation policy, and promptly notify ticket-holders of any cancellation, postponement, reschedule, venue change, or other material change to the event; and
• Run a safe event and not put attendees, staff, performers, or the public at risk.

Festro is not the organizer of, and is not responsible for, any event. We may decline to list, or remove, any event we believe breaks this Policy, the law, or our payment provider’s rules — including unsafe, illegal, deceptive, hateful, or fake events.

If you come across an event, listing, account, or message that breaks this Policy — or anything unsafe, fraudulent, hateful, or illegal — please tell us through our report form. Tell us what you saw and where, and include a link or screenshot if you can.

We review reports and take the action we think is appropriate. We can’t promise a specific outcome for every report, and what we do may be limited by privacy law, but we read what you send. If someone is in immediate danger, contact your local emergency services first.

When we believe this Policy, our Terms of Service, the law, or our payment provider’s rules have been broken, we may take any action we consider appropriate, with or without notice, depending on how serious and how urgent the issue is. That can include:

• Editing, hiding, or removing content or a listing;
• Declining, unpublishing, or delisting an event;
• Cancelling or voiding tickets obtained or used in breach of this Policy (for example, scalped, bot-bought, or over-face tickets);
• Limiting, suspending, or permanently terminating an account or access to the Service;
• Withholding, delaying, reversing, or reserving payouts to an organizer, as set out in the Organizer Payments Agreement; and
• Reporting activity to our payment provider, to law enforcement, or to other authorities, and cooperating with them, where appropriate or required.

We try to match the response to the breach, and a first or minor issue may simply get a warning. But we may act immediately for serious, repeated, illegal, or harmful conduct, or where someone’s safety or our legal exposure is at stake. Taking one action doesn’t prevent us from taking others, and not acting on one occasion doesn’t waive our right to act later.

Attendees come first. If we remove or suspend an organizer’s event, that organizer remains responsible for refunding affected ticket-holders, and we will facilitate or process refunds to attendees where appropriate — enforcing this Policy against an organizer should not leave their attendees out of pocket.

Suspension and termination, survival of obligations, our limits of liability, and the governing law (Quebec, with a Montreal forum) are set out in the Terms of Service. Nothing in this Policy limits any non-waivable right you have under Quebec’s Consumer Protection Act or other applicable law.

Report a violation: our report form

Questions about this Policy: our contact form

Also see: Terms of Service · Organizer Payments Agreement · Privacy Policy