Terms of service
Last updated [date]
1. Who we are
These terms are between you and [Backline Group Ltd], a company registered in England and Wales under number [company number], with its registered office at [registered address] ("Backline", "we", "us"). They cover Face Value, Rollcall and Tidemark (together, "the services"), and our merch production and consultancy work unless a separate written agreement says otherwise.
2. Your account
You must give accurate details when you sign up and keep them up to date. You are responsible for everyone you invite to your account and for keeping sign in details safe. Every account uses two factor sign in. Tell us straight away at [support email] if you think someone has accessed your account without permission.
3. Plans, fees and billing
All prices are in pounds and exclude VAT, which we add at the current rate.
- Rollcall plans are billed monthly or for 12 months in advance. A 12 month plan costs ten times the monthly price.
- Setup is £295 per artist on Rollcall Pro and Roster, and is waived on 12 month plans. There is no setup fee on Artist.
- If you go over your fan allowance, we charge £5 per 1,000 fans a month until you reduce your list or upgrade. Fans who unsubscribe or are deleted never count towards your allowance.
- Tidemark is charged per show by venue size, with a minimum of £350 a tour. Shows ticketed on Face Value include Tidemark at no charge.
- Face Value charges the organiser £0.99 per paid ticket. Fans pay face value, with no booking fee. Card processing is passed through at cost and shown separately. Free tickets are free, subject to the fair use limit of [limit].
We may change our prices by giving you at least [30] days' notice. A change never applies part way through a 12 month plan you have already paid for.
4. Ending your plan
Monthly plans end on 30 days' notice. 12 month plans run for the full term and renew for another 12 months unless you tell us at least [30] days before the renewal date. You can export all of your data at any time, including after you give notice. When your plan ends we delete or return your data as set out in our data processing agreement.
5. Ticketing on Face Value
When you sell tickets through Face Value, you are the event organiser and the seller of the tickets. You are responsible for the event itself, your refund policy, accurate event information and meeting any licence or venue conditions. We provide the storefront, the door scanner and the payment flow, and pay ticket revenue to you [payout schedule].
6. Fan data
You control the fan data you collect with the services. We process it only on your instructions, under our data processing agreement, and we never sell, share or pool it. You are responsible for having a lawful basis for collecting it and for any messages you send. Rollcall does not take marketing consent from anyone under 16.
7. Acceptable use
You must not use the services to break the law, send unsolicited messages, resell tickets above face value where that is prohibited, interfere with the services or try to access data that is not yours. We may suspend an account that does any of these things, and we will tell you why.
8. Connected services
Some features connect to services run by other companies, such as Shopify, Klaviyo and our card payment provider [payment provider]. Their own terms apply to your use of them. We are not responsible for their availability or for changes they make.
9. Merch production and consultancy
We quote merch production and consultancy work separately. Each quote sets out the price, timings, delivery and payment terms for that work, and these terms apply where the quote is silent.
10. Liability
Our total liability to you in any 12 month period is limited to the fees you paid us in that period. We are not liable for loss of profit, revenue or goodwill, or for indirect loss. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.
11. Changes and governing law
We may update these terms and will give you at least [30] days' notice of any change that affects you. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. Questions: [contact email].
Privacy notice
Last updated [date]
Who we are
[Backline Group Ltd] is the controller for personal data we collect through this website and from our customers. We are registered with the Information Commissioner's Office under number [ICO number]. Contact us at [privacy email].
If you are a fan
When you join a Rollcall list, buy a ticket on Face Value or buy at a stand using Tidemark, the artist team running that event is the controller of your data. We process it for them under a data processing agreement, and we never sell, share or pool it. To use your rights, contact the artist team, or email us and we will pass your request on. We do not take marketing consent from anyone under 16.
What we collect
- Demo requests: your name, company, role, number of artists or shows, and email address.
- Customer accounts: the names, email addresses and roles of the people who use the services, and billing details.
- Website use: basic technical data such as browser type and pages visited. [Add details here if you turn on analytics or cookies.]
Why we use it
- To reply to your demo request and follow up, because it is in our legitimate interests to answer enquiries.
- To provide the services you sign up for, under our contract with you.
- To meet our legal obligations, such as keeping tax records.
- To send you product news, only if you have agreed to it. You can stop at any time.
Who we share it with
We use a small number of providers to run the services: [hosting provider] to host fan data in London, Web3Forms to deliver website enquiries to our inbox, [payment provider] for card payments, and Shopify and Klaviyo where a customer connects them. Each provider only gets what it needs to do its job. Where a provider handles data outside the UK, we rely on the safeguards UK law requires, such as the International Data Transfer Agreement.
How long we keep it
We keep demo requests for [24 months] after our last contact with you. We keep customer account data for as long as the account is open, and billing records for [six years] to meet tax rules.
Your rights
You can ask us to give you a copy of your data, correct it, delete it, limit how we use it, object to how we use it, or send it to another organisation. Email [privacy email] and we will reply within one month. If you are unhappy with how we handle your data, you can complain to the Information Commissioner's Office at ico.org.uk.
Security
Fan data is hosted in London. Every account uses two factor sign in, and we keep an audit trail of who accessed what. [Add encryption and other security details.]
Data processing agreement
Last updated [date]
This agreement forms part of our terms of service. It applies when [Backline Group Ltd] ("processor") processes personal data on behalf of a customer ("controller") through Face Value, Rollcall or Tidemark. Words such as personal data, processing and personal data breach have the meanings given in the UK GDPR.
1. Details of the processing
- Subject matter: providing the services under the terms of service.
- Duration: the length of the customer's plan, plus the period needed to return or delete data.
- Purpose: selling tickets, running fan passes and offers, counting attendance, recording onsite sales and reporting to the controller.
- Data subjects: fans, ticket buyers, people who buy at the stand, and the controller's staff.
- Personal data: names, email addresses, consent records, ticket and pass scans, purchases including product and size, city level location, and [phone numbers, if collected].
2. Our obligations
- We process personal data only on the controller's documented instructions, including these terms and the controller's settings in the services.
- We never sell, share or pool the controller's data, or use it for our own purposes.
- Everyone who processes the data for us is bound by confidentiality.
- We keep appropriate technical and organisational security measures in place, including hosting in London, two factor sign in and an audit trail.
- We help the controller respond to requests from data subjects and with data protection impact assessments where needed.
- We tell the controller without undue delay, and in any case within [48] hours, after becoming aware of a personal data breach.
- At the end of the plan, we return or delete the data within [30] days, at the controller's choice, unless the law requires us to keep it.
- We make available the information needed to show we meet this agreement, and allow audits on reasonable notice.
3. Subprocessors
The controller gives general authorisation for us to use the subprocessors below. We will give at least [30] days' notice of any new subprocessor, and the controller may object on reasonable grounds.
- [Hosting provider]: hosting and storage, London.
- [Payment provider]: card payments for Face Value.
- Shopify: onsite sales data, only where the controller connects it.
- Klaviyo: fan segments for email, only where the controller connects it.
4. International transfers
Fan data is hosted in London. If a subprocessor processes data outside the UK, we make sure a lawful transfer mechanism is in place, such as the International Data Transfer Agreement or the UK Addendum to the EU standard contractual clauses.
5. Liability and law
The limits of liability in the terms of service apply to this agreement. This agreement is governed by the law of England and Wales. Questions: [privacy email].
