Effective 20 May 2025

This Reseller Policy, which is incorporated in our Terms of Use (“Terms”), applies to the listing and selling of all resale (secondary) tickets on our websites and applications —including (without limitation) ticketmaster.ae — and to your use of any of our tickets, products, and services (our “Marketplace,” defined in Section 1, below).

When you list or sell tickets for resale through our Marketplace, you agree to be bound by the Terms (which incorporate this Reseller Policy), as they are updated from time to time, and any terms and conditions set by the people who put on the events—such as artists, venues, teams, fan clubs, promoters, record labels, leagues, and sponsors (the “Event Organiser”). If you do not agree, do not list for sale or sell tickets through our Marketplace.

Nothing in this Reseller Policy affects your statutory rights as a consumer.

1.     Parties

This Reseller Policy, which is incorporated in our Terms, is a legally binding agreement between you, the user (“you” or “your”), and us in relation to your use of the Marketplace. We use the terms “us,” “we,” and “our” to collectively refer to Ticketmaster Middle East FZ LLC (“Ticketmaster”), a company established under the laws of the United Arab Emirates with commercial licence number 91352, whose principal address is at Unit 202, Building 15, Dubai Internet City, PO Box 502729, Dubai, United Arab Emirates, and all of Ticketmaster’s parents, subsidiaries, and affiliates. Further separate contracts are entered into between: (1) you as a reseller and a buyer when you sell resale tickets using the Marketplace; and (2) you and Hyperwallet (please see below for details).

If you are selling a ticket on behalf of a company or other legal entity, you represent and warrant that you have authority to list or sell tickets on their behalf, and bind them to the terms of this Reseller Policy (and that references to “you” and “your” also refer and apply to that company or other legal entity).

“Marketplace” refers to our websites and mobile applications—including (without limitation) Ticketmaster.ae —and to our tickets, products, and services.

2.     Listing Tickets

In order to sell a resale ticket using the Marketplace, you must: be 18 years old or more; be able to enter into legally binding contracts; have a Ticketmaster account; have a valid credit / debit card or bank account issued in your name; and have a Hyperwallet account (which we will set up for you as part of the listing process and act as an authorised representative for you in relation to Hyperwallet); and you will need to enter into a separate legally binding contract with Hyperwallet by accepting Hyperwallet’s Terms and Conditions, as well as holding a valid bank account in your name that is able to receive funds in AED.

You must provide accurate, complete, and up-to-date information for your listings.

We do not guarantee that resale ticket listings will be published and active within a certain time, or that they will appear in a particular order or in any search results. We also do not guarantee that listed resale tickets will sell. We are not liable or responsible if any resale tickets are not listed due to a technical or other error, or do not sell for any reason.

You will only be able to list a ticket for resale if you purchased it as a standard ticket on the Marketplace, and the resale (including share listing) functionality is available in relation to those standard tickets in your Ticketmaster account. In particular, the following are unable to be listed for sale on the Marketplace: (1) standard tickets being fulfilled by way of Collection from Box Office; (2) standard tickets purchased from Ticketmaster distribution points other than ticketmaster.ae (e.g., via a Ticketmaster call centre or on any of our partner sites); and, (3) tickets that were first purchased from any third-party agents, venues, promoters or other sources (including Groupon). 

Non-ticket elements and extras cannot be resold. Tickets (including VIP tickets) are the only items that may be listed and sold using the Marketplace. Therefore, any non-ticket elements purchased as part of a package, excluding VIP tickets where the non-ticket element is not separable from the ticket (e.g., a meet-and-greet but not merchandise or car parking), and any extras that you purchased at the same time as purchasing standard tickets cannot be listed or sold using the Marketplace. As a result, this may mean that if you choose to offer for sale any standard tickets using the Marketplace, you will lose the benefit of any non-ticket elements of a package and/or any extras you purchased from us if they are reliant on the standard ticket. For example, if you purchased standard tickets as Collector Tickets or with Ticketmaster gift wrap or if you purchased a car parking extras, then these elements cannot be transferred and sold with the standard ticket using the Marketplace (and cannot be exchanged or refunded except in accordance with our Standard Purchase Policy).  Of course, if the non-ticket elements of a package or extras are not reliant on the standard tickets then they are yours to keep, for example, merchandise such as t-shirts and CDs (and cannot be exchanged or refunded except in accordance with our Standard Purchase Policy).

All listings of resale tickets are subject to the following conditions and restrictions:

• You may only list tickets that you have the right to sell, and where no third-party rights, no applicable terms and conditions and no laws or regulations are breached by listing the tickets for resale. You may not list speculative tickets which are tickets that you don’t already own, or tickets that you don’t have contractual rights to.
• You permit us, and/or a third-party contractor engaged by us to carry out identification or financial checks for the purposes of verifying your financial status and undertaking fraud checks (and you agree that we may provide your account and payment card details to such third-party contractors to carry out such checks).
• You may not list tickets for resale above the price that you paid for the tickets (including any booking and delivery fees).
• You may not list tickets for resale that have been obtained in breach of our Standard Purchase Policy, or this Reseller Policy, or through unauthorised use of any robot, spider, or other automated device or software, or through unauthorised framing or linking to any website, or through any other illegal or unauthorised activity.
• You must not list duplicate, counterfeit, or stolen tickets. Selling stolen or counterfeit property is a criminal offence and we will report such activity to the relevant authorities.
• You must not list resale tickets in the course of a business and/or in any way which may deem you to be a trader for the purposes of applicable laws and regulations relating to online trading and consumer protection (as such term is defined in such laws and regulations), and is strictly prohibited under this Resale Policy. Failure to comply with this provision is a material breach of this Reseller Policy.
• You must ensure that seated resale tickets listed together are seated together, which means that the seats must be consecutively numbered and adjacent to each other.
• You must not list the same tickets for resale on the Marketplace and on any other third-party ticket resale or exchange platform concurrently.
• You will require a Hyperwallet account in order to receive payment for any resale tickets you sell and therefore agree to be bound by Hyperwallet’s Terms and Conditions and appoint us as your authorised representative in relation to Hyperwallet.

You may also be subject to any other specific listing conditions or restrictions imposed by us on a case-by-case basis and in our sole discretion. 

We reserve the right to de-list any resale tickets if: (1) you fail to comply with any listing conditions listed above; (2) you list resale tickets in the course of a business and/or in any way which may deem you to be a trader; (3) you violate our Terms or our Other Policies; and/or (4) the Marketplace functionality needs to be disabled for an event or for particular resale tickets for any reason (in which case all affected resale tickets listings will automatically be delisted or suspended and orders already placed will be cancelled and refunded to the relevant buyers).

We are not responsible for providing legal advice regarding resale or pricing of tickets. You are solely responsible for how resale tickets you list are priced, and for complying with all applicable ticket resale laws, including (without limitation) tax laws. You can set the price you’re willing to accept when selling a resale ticket (within certain boundaries as described in this policy) and modify the price or delete the listing at any time prior to receiving an offer to purchase the resale ticket. You can cancel a listing at any time before a resale ticket is purchased; once a resale ticket is sold, however, there are no cancellations.

3.     Sale and Fulfilment of Resale Tickets

If a resale ticket you listed on the Marketplace sells, the order will be processed, and you will receive a confirmation email (each an “Order Confirmation”). Once the Order Confirmation is issued, a legally binding contract between you and the buyer is formed as the resale ticket is sold by you and not us. You no longer have any rights to the resale ticket and are legally bound to supply the resale ticket to the buyer. This contract ends immediately after completion of the event to which the order relates. We are not a party to the contract between you and the buyer.  

Upon receipt of the Order Confirmation, you must follow the exact instructions provided by us in order to fulfil the delivery of the resale tickets. In some cases, no action may be required (because we will cancel the original tickets and reissue brand new tickets directly to the buyer). Please note, you must not dispatch print outs of e-tickets under any circumstances, unless otherwise expressly authorised or instructed in writing by us to do so. 

Failure to deliver the exact resale tickets that were listed for sale or failure to deliver resale tickets in accordance with the delivery instructions and timeframes is a breach of this Reseller Policy and may lead to order cancellation and de-listing, termination of your Ticketmaster account, us prohibiting you from listing resale tickets or making future orders, and/or us prohibiting you from using the Marketplace in the future. 

If for any reason you are unable to fulfil any orders for resale tickets in accordance with our instructions, you must contact us immediately via our Marketplace Help Portal in order to attempt a resolution and must not take any action (such as supplying alternative tickets to the buyer) without consulting us. In certain limited circumstances and in our sole discretion, where you have contacted us, we may facilitate an alternative fulfilment method, in which case: (1) you must follow our instructions in relation to the same and provide all information and documentation required by us for such fulfilment; and (2) where applicable, you hereby grant us permission to provide your full original order details (including the last four digits of the payment card that was used to pay for the standard tickets) to the buyer and/or the event or venue box office in order to assist with fulfilment.

You should keep an accurate record of all details in relation to sales on the Marketplace, including a record of which exact resale tickets have been sold to which buyers (including ticket barcode numbers).

You may use buyers’ personal data strictly for the purpose of fulfilment of resale tickets only and for no other purpose whatsoever. You must also keep buyers’ personal data strictly confidential and secure and must not contact buyers directly unless authorised by us to do so.  Once a buyer has safely received their resale tickets, you should delete and/or destroy all records of the relevant buyer’s personal data.

You understand that your name, postal address, email address, and telephone number may be provided by us to a buyer if it becomes necessary for the purposes of fulfilling the order. Further information on how we use your personal data can be found in our Privacy Policy .

If we need to make enquiries about any resale tickets you have listed or sold, you should respond promptly and within such timeframes that we notify to you. If you are not contactable within our required timeframes, this may lead to order cancellation and/or we may cancel your orders, de-list your current listed tickets, terminate your Ticketmaster account, prohibit you from listing tickets for resale or making future orders, and/or prohibit you from using the Marketplace in the future. 

Please note: We facilitate sale/purchase transactions between buyers and resellers, we are not a party to the sale/purchase contract between a buyer and a reseller of any resale tickets. However, buyers and resellers must not contact or attempt to contact each other directly.  Nonetheless, we recommend in all cases that buyers first seek resolution to any issues using our dispute resolution procedure, as set out in Section 11, below.

4.     Cancelled, Postponed, Rescheduled, or Materially Altered Events

Event date, time, and location are subject to change. Occasionally, Event Organisers cancel or postpone or reschedule or move events to a different date or materially different time or venue. We have no control over these changes.

A. Cancelled Events

If an event is cancelled all live listings for the event (i.e., unsold resale tickets) will be removed from the Marketplace, so resellers should check our Standard Purchase Policy as you should be able to obtain a refund for any standard tickets that were unsold at the time of de-listing.

Additionally, all orders for resale tickets that were confirmed prior to and at the time of cancellation of the event will be cancelled and the relevant buyers of such resale tickets will be refunded (and any buyers already in receipt of the resale tickets will have their tickets cancelled). In such circumstances, if you (reseller) have already received payment for the relevant resale tickets, you will not be able to obtain a refund in respect of such tickets under our Standard Purchase Policy  (unless you sold any resale tickets for less than you paid for them as standard tickets, in which case you may be eligible for a partial refund of the difference between the amount you paid for the standard tickets and the amount you sold them as resale tickets for).

B. Rescheduled, Postponed and Materially Altered Events

If an event is rescheduled, postponed, or materially altered (as defined below) the event listing page will be updated with the new information and all live listings (i.e., unsold resale tickets) on the Marketplace will remain listed and available for sale. However, you (reseller) may delist your resale tickets if it has not already been sold so that you can request a refund from us for your standard tickets purchased under our Standard Purchase Policy.

If your resale tickets have been sold, the buyer(s) of the resale ticket may request to cancel their order and obtain a refund. In such circumstances, if you (reseller) have already received payment for the relevant resale tickets, you will not be able to obtain a refund in respect of such tickets under our Standard Purchase Policy (unless you sold any resale tickets for less than you paid for them as standard tickets, in which case you may be eligible for a partial refund of the difference between the amount you paid for the standard tickets and the amount you sold them for as resale tickets). If a buyer does not opt to cancel their order, then the transaction will proceed as normal (and you (reseller) will not be able to cancel your original standard tickets order in such circumstances).    

For the purposes of this Reseller Policy, a “material alteration” is a change (other than a rescheduling) which, in our and the relevant Event Organiser's reasonable opinion, makes the event materially different to the event that ticket purchasers could reasonably expect. Examples of occurrences which don’t constitute a “material alteration” include: changes to Opening Acts or Participants (as defined in Section 12 of our Standard Purchase Policy); curtailment of the event where the majority of an event is performed; and delays to the start of the performance.

5.     Payments for Sales

Payment to you of any resale ticket proceeds shall be made via Hyperwallet in accordance with Hyperwallet’s Terms and Conditions, usually within 10 (ten) days post the event to which the resale tickets relate taking place.

We reserve the right to cancel orders and issue refunds to buyers where, in our reasonable opinion, a buyer is legally entitled to a refund for any reason and/or pursuant to Section 6, below, in which case no payment shall become due to you.

If a dispute arises regarding payment, you shall submit to the dispute resolution procedure set out in Section 11, below, and we may not make payment to you unless and until such dispute is resolved.

6.     Enforcement Action against Resellers

We reserve the right to de-list your resale tickets and cancel any orders selling resale tickets on the Marketplace if:

• You fail to comply with any listing conditions listed in Section 2, above;
• You list resale tickets in the course of a business and/or in any way which may deem you to be a trader;
• You fail to supply a buyer with the exact resale tickets ordered;
• The buyer is denied entry to the relevant event through no fault of their own as a result of any act or omission by you (including any failure to comply with the terms of this Reseller Policy and/or any terms and conditions applicable to the standard ticket and/or any other applicable laws and regulations); or
• There are any other issues or disputes in relation to any resale tickets you have listed or sold and/or are listing or selling.

7.     Indemnification

If you are using the Marketplace in the course of a business, you hereby indemnify and hold us and our officers, directors, and employees harmless against all losses, damages, expenses (including reasonable legal fees and costs), liabilities, claims and/or demands suffered that arise out of any third party or government authority claim that involves, relates to or concerns any local, regional or national tax obligation or amounts due or owing pursuant to any tax regulation, order, law or decree, or any dispute concerning the tax status of you or us.  You further agree and acknowledge that we are in no way responsible for the accuracy or suitability of any calculation or payment of taxes to any tax authority on your behalf (whether as a buyer or reseller).

8.     Limitation of Liability

• Neither we nor our officers, directors, employees, or any relevant Event Organiser shall be responsible or liable to you for any wasted or unrecoverable costs or expenditure, including (without limitation) travel, accommodation, and other personal arrangements and expenditure, even if caused as a result of the cancellation, rescheduling, or alteration of an event for which you have sold resale tickets for under this Reseller Policy.
• Neither we nor our officers, directors, employees, or any relevant Event Organiser shall be responsible or liable to you where you have sold any resale tickets for less than you paid for them as standard tickets.
• Unless otherwise stated, we, our officers’, directors’, employees’, and any relevant Event Organiser’s liability to you in connection with an event (including, but not limited to, for any cancellation, rescheduling, or alteration of an event) and any tickets you have listed for resale or sold shall be limited to the price paid by you for the relevant resale tickets, including any Service Charges but excluding any Order Processing Fees.
• We cannot control the acts or omissions of third parties using Marketplace and we make no warranty in relation to any acts or omissions of any buyers. If a dispute arises between you and a buyer, you release us, our officers, directors, employees, or any relevant Event Organiser from all claims, demands and damages arising out of or in any way connected with such dispute, other than where we, our officers, directors, employees, or any relevant Event Organiser are at fault. However, we will try to assist with resolving any such disputes; please see Section 11 below for further details.

9.     Errors

Whilst we try to ensure the accuracy of Order Confirmations, sometimes technical or other errors may occur. If an error results in an incorrect Order Confirmation being issued, we will notify you as soon as possible and reserve the right to cancel the order without any further liability.

In rare circumstances, for example if the buyer’s payment for an order is recalled by the associated bank or payment provider, we reserve the right to cancel an order for which an Order Confirmation has been sent and refund the buyer without any further liability.

10.  General

We may update this Reseller Policy and our Other Policies from time to time to reflect changes in our Marketplace or how we do business, for legal, regulatory, or security reasons, to promote a safe and secure experience on our Marketplace, to prevent abuse of or harm to our Marketplace, or for other reasons. If we revise this Reseller Policy, we will update the “Effective” date at the top.  Any changes we make to this Reseller Policy will be binding on you once you agree to the updated Reseller Policy. The Effective Date above will tell you when the Reseller Policy was last revised, and the Download Prior Version link will take you to the prior version of this Reseller Policy.

If any part of this Reseller Policy is not valid or enforceable, then that provision shall be deemed severable, meaning it will not affect the validity or enforceability of any remaining provisions.

If you don’t comply with this Reseller Policy, and we don’t act right away, that doesn’t mean we’re giving up any rights now or in the future.

Our Event Organisers, and our Event Organisers’ affiliates, successors, or assigns may enforce these terms.  Except as provided in the previous sentence, this Reseller Policy does not create any right enforceable by any person who is not a party to it.

In this Reseller Policy, the section headings are used for reference and convenience only and are not legally binding.

If you see an undefined term in this Reseller Policy, it has the same definition as in the Terms and/or the Standard Purchase Policyand/or the Resale Purchase Policy.

11.  Disputes

If we need to contact you, we will use your Ticketmaster account contact details. It is your responsibility to inform us immediately of any changes to your contact details at any time, whether before or after receipt of any resale tickets. In particular, please ensure that you provide us with a valid email address as this is our preferred method of contacting you. You should also be aware that your email mailbox settings may treat our emails as junk, so remember to check your junk and/or spam folders.

If you have any queries or complaints regarding your listing or sale, please contact us using our Marketplace Help Portal, quoting any order reference numbers. You can also email us at: support@ticketmaster.ae. 

If you have a resale ticket sale dispute and we are unable to settle it within 28 (twenty eight) days, you and we may attempt to settle it under the Rules of Arbitration of the International Chamber of Commerce by one arbitrator appointed in accordance with the said Rules. This Reseller Policy shall be governed by UAE law. The arbitration shall be seated in the Abu Dhabi Global Market (ADGM). The language of the arbitration shall be English.

12.  Questions

Still have questions? Please Contact Us. We’ll be glad to help.