Purchase Policy

The following policy is designed to ensure your satisfaction and understanding of the purchase process on our sites and mobile applications, including without limitation www.livepass.asia, (collectively, the “Site”). This Purchase Policy applies to any purchases on our Site, including any primary ticket sales and ticket resale transactions. For the avoidance of doubt, this Purchase Policy shall form part of our Terms of Use. If and to the extent of any discrepancy and/or inconsistent between this Purchase Policy and our Terms of Use, this Public Policy shall accordingly prevail.

For ease of reference, all abbreviations, synonyms and/or definitions in our Terms of Use shall be incorporated and adopted into this Purchase Policy.

Currency
All ticket prices for events that occur in Malaysia are stated in Malaysian Ringgit whereas all ticket prices for events that occur in any other part of the world are, unless otherwise specified in the currency denomination of that particular country, are stated in U.S. Dollars.
Payment Methods
We accept several methods of payment to accommodate your needs, including but not limited to Atome, Visa and MasterCard. For all payments made vide Atome, you hereby agree and acknowledge that your rights as a purchaser shall, in addition to terms herein, be subjected to all terms including refund policies, as set out in “https://www.atome.my/en-my/terms-of-service” and “https://www.atome.my/en-my/purchase-payment-contract” which shall be binding and effective against you at all material times.
Who You Are Buying From
1. We function as an intermediary for entities involved in event organization, encompassing artists, venues, teams, fan clubs, promoters, and leagues (collectively referred to as the "Event Organizers"). Our primary role involves the sale of event tickets on behalf of these Event Organizers, albeit on rare occasions, we may hold a limited quantity of tickets as stipulated in our service agreements with the Event Organizers (whereby in such event you will be notified by us). When you acquire a ticket for an event situated in Malaysia or any other global location, the transaction and payment collection shall be facilitated by Livepass Sdn Bhd on behalf of the respective Event Organizer.
2. When acquiring a resale ticket via our Platform and/or Services, you are making your purchase from either:-
  1. A reseller who is not affiliated with the Event Organizer, which may include other enthusiasts, season ticket holders, or certified reselling entities, or
  2. In exceptional cases, the Event Organizer itself.
3. Tickets procured from unauthorized sources, not originating directly from our Platform and/or Services, may carry the risk of being lost, stolen, fabricated and/or counterfeit. In such instances, they shall be deemed void at our sole and absolute discretion. In addition, we and “The Site” shall not be held liable for any ticket(s) procured from any unauthorized source, and/or not originating from our platform and/or services.
Pricing and Availability
1. We operate as ticket vendors on behalf of Event Organizers, implying that we do not establish ticket pricing or seating arrangements (if applicable and in the event that your seating arrangement is not generated vide the Platform and/or Services). Typically, Event Organizers determine the face value of their tickets, which are distributed through various channels, including websites, applications, and box offices. These distribution points generally tap into the same ticketing system and inventory, resulting in rapid ticket depletion for highly sought-after events. Occasionally, additional tickets may become available before the event. However, we lack control over the management and availability of this inventory which at all material times vests within the sole and absolute discretion of Event Organizers.
2. Likewise, we facilitate our ticket sale and third-party ticket resale transactions by assigning, where applicable, a dynamic quick response code or static quick response code (three (3) days prior to any event), to each ticket for the sole purpose of facilitating precise ticket origin identification but do not prescribe ticket prices or seating allocations for these tickets. It is also essential to recognize that resale tickets are not listed on our Platform and/or Services and any resale thereof may be set out at prices exceeding their original face value. Consequently, the amount you pay for resale tickets may significantly surpass the value stated on the tickets and in no event are we connected to and/or associated with any resale of tickets whatsoever. For the purposes of this Purchase Policy, you hereby acknowledge and agree that:-
  1. the only method of entry to the event is through the validation of the unique quick response code assigned to your ticket;
  2. we reserve the right to refuse entry to you or any person(s) without a valid and verifiable quick response code; and
  3. you understand that the quick response code assigned to you is a unique identifier linked to your ticket, and access to the event shall only be granted upon successful validation of this unique quick response code.
3. Additionally, all tickets procured through our Platform and/or Services, market prices are subject to alterations at any time before the Order Confirmation. We cannot guarantee the purchase of tickets at the prices displayed on our Platform and/or Services or their availability until Order Confirmation (For the avoidance of doubt, the receipt of an Order Confirmation does not include the confirmed seating assigned which will be reflected and/or updated in the “My Tickets” section). We bear no responsibility for typographical or system errors in the listed inventory. In the event of an error during order processing, we will notify you of the issue and provide a substitution when possible at no additional cost, wherein no refunds will be allowed unless expressly notified by the Event Organizers. Kindly scrutinize your tickets carefully upon receipt, and do not hesitate to contact us at hello@livepass.asia out if you have any inquiries regarding the tickets you have obtained.
4. It is important to note that we may impose fulfillment, shipping, service, or other fees for the utilization of our Platform and/or Services. These fees are subject to modification at any time, even after you have listed your tickets for sale.
Order Confirmation and Processing
1. Your order is confirmed when we send you a confirmation, in the form of a confirmation page or email and upon your receipt of the electronic ticket with a dynamic quick response code or static quick response code assigned (hereinafter referred to as the “Order Confirmation”). You hereby agree and acknowledge that purchase of a ticket and/or receipt of an Order Confirmation does not mean and/or constitute the completion of the seat assignment to you whereby we shall make reasonable efforts to provide timely seat assignment information through our Platform and/or Services. For the avoidance of doubt, you hereby agree, accept and acknowledge that it is your responsibility to regularly and diligently check the Platform and/or Services for updates on your seat assignment.
2. Should you not receive an Order Confirmation following the submission of your payment details or encounter an error message or service interruption in this process, it is incumbent upon you to verify the status of your order through your account. You are the sole party privy to any potential issues that may transpire during the purchase procedure. We cannot be held liable for any losses, whether financial or otherwise, arising from the assumption that an order was not completed due to a lack of confirmation.
3. Your order may be finalized even if you do not receive an Order Confirmation, finalized invoice, or updated status email from us. If you have not heard from us, please contact us to check on your order. NEVER make an assumption about the status of your order because you have not been contacted by us. Orders cannot be canceled due to problems with receipt of emails.
Service Fees, Order Processing Fees and Taxes
1. Tickets procured through our Platform and/or Services generally entail various fees, including a per-ticket service fee and a per-order processing fee. In select situations, the option to purchase tickets directly from the venue's box office may be available. In adherence to state and local regulations, we collect the required taxes, which may be presented separately or integrated into the overall service fee. Additionally, shipping or delivery fees may apply, with charges contingent upon the delivery destination and method selected. It's essential to recognize that both the delivery fee and the order processing fee may not necessarily reflect the actual expenses associated with order delivery or processing, and in certain instances, these fees may encompass a profit margin for us.
Number of Tickets or “Ticket Limits”
1. When acquiring tickets through our Platform and/or Services, for selected events, there may be a predefined limit, often referred to as a "ticket limit," on the number of tickets you can purchase for a given event. This ticket limit is clearly indicated during the purchase process and is rigorously enforced for each transaction. This policy is instituted to deter any unfair ticket procurement practices.
2. To uphold the integrity of this policy, every account must be associated with a unique individual (which will also entail the assignment by us to you, of a unique dynamic quick response code) and must contain accurate and verifiable information. The use of multiple accounts with the intent to circumvent or surpass the publicly disclosed ticket limits is strictly prohibited. Should you exceed or attempt to exceed these specified ticket limits, we retain the right to, without prior notice, cancel any or all orders and associated tickets, as well as revoke your ticket purchasing privileges. Tickets cancelled due to violations of the ticket limit may be eligible for a refund at their face value, exclusive of fees. This policy applies to orders linked to the same name, email address, billing address, credit card number, or any other related information.
Ticket Transfer
1. Ticket Transfer offers a secure and convenient method for digitally transferring tickets to another party within and through our Platform and/or Services. Any transfer of tickets which was performed and/or facilitated out of our Platform and/or Services, shall not constitute and/or be deemed to constitute as a ticket transfer for the purposes of this policy wherein the title to such tickets shall continue to rest with the original purchaser. If your tickets meet the criteria for transfer, you have the capability to send them to a friend or family member directly from your online account. Conversely, if you are the recipient of a Ticket Transfer, meaning someone you have a trusted relationship with is transferring their tickets to you, you can readily accept them via your online account.
2. Upon acceptance of a Ticket Transfer by the recipient, a new unique dynamic quick response code or static quick response code is generated, rendering the sender's tickets (containing its own unique dynamic quick response code or static quick response code) null and void. It's important to note that if a ticket has been transferred multiple times, only the ticket from the most recent transfer will be valid for event entry, with all prior quick response codes being invalidated. For your ease of understanding, a dynamic quick response is a type of editable quick response code that lets you change the content or the destination URL even after creating or printing the quick response code. Unlike static quick response codes, dynamic ones include beneficial features such as tracking quick response code scans and performance and customizable quick response code designs. Dynamic quick response codes are editable in nature as they follow a redirection mechanism, unlike static quick response codes, which have the information directly encoded. These quick response codes are preferred over static ones as they offer quick response scan tracking, online retargeting on Google and Facebook, and are faster to scan.
3. It's crucial to understand that transfer of a ticket is immediate and irrevocable. Therefore, you shall be solely responsible for any wrongful and/or erroneous transfer of the ticket to a person who is not intended to be the recipient and therefore, please ensure the information of the recipient is accurate prior to the execution of any transfer. Additionally, we reserve the right to cancel transferred tickets at any time if we suspect fraudulent acquisition or any violation of our policies. Therefore, exercising discretion and trust in the individual transferring tickets to you is of paramount importance.
4. In the event of a cancellation, postponement, rescheduling, or venue change, and when refunds are approved by the Event Organizer, only the original purchaser — i.e., the individual who initially acquired the tickets directly from our Platform and/or Services — will be eligible for any available refunds or credits.
5. For cancelled events, the original purchaser will receive any applicable refund or have the option to consider an available credit offer, if provided, without requiring any action from the recipient of the transferred tickets.
6. Subject to clauses 8.8 and 10 below, in cases of postponed, rescheduled, or relocated events, it is incumbent upon the original purchaser to procure the return of tickets from the recipients of transferred tickets to avail the original purchaser of any accessible refund and/or credit options. All remedies and/or recourses available to recipients of transferred tickets are solely against the original purchaser wherein we bear no liability and/or responsibility whatsoever against recipients of transferred tickets.
7. Please refer to the section below, titled "Cancelled, Postponed, Rescheduled, and Moved Events," for more comprehensive details regarding when refunds and/or credits may be offered.
8. Subject to clause 10 below, it is important to note that recipients of transferred tickets are not eligible for any potential refunds or credits, as they did not make the initial ticket purchase directly through our Platform and/or Services. In this regard, upon receipt of a refund request from the recipients of transferred tickets and/or such secondary purchasers, we will only assist in procuring a refund on behalf of secondary purchasers as a gesture of goodwill and such assistance rendered by us shall not constitute and/or be deemed to constitute as a contractual obligation by us to the secondary purchasers. For the avoidance of doubt, you shall at all times engage with your original point of purchase to explore any available refund and/or credit alternatives, if applicable.
Opening Acts / Festival Acts
Opening acts, guests, or undercards (each an “Opening Act”) may sometimes tour with headlining performers. We are not always made aware of Opening Acts or the length of their performances. Opening Acts, as well as festival performers, are subject to change or cancelation at any time without notice. No refund will be owed if an Opening Act or festival performer is changed or cancelled.
Cancelled, Postponed, Rescheduled, and Moved Events
Occasionally, events are canceled, postponed, rescheduled to a different date or materially different time, or moved to a different venue:
1. In the event of an event cancellation: no action on your part is necessary to secure a refund. We will initiate a refund to the original payment method used during the purchase process once we receive the funds from the Event Organizer. In certain instances, the Event Organizer may offer you the choice between a credit or a refund. If such options become available, we will provide you with a notification detailing the available choices and the process for requesting a credit.You hereby acknowledge and agree that the refunds process may take up to ninety (90) days from the date of refund announcement. In addition, any payments made vide Atome shall also be subjected to the terms and policies set out in “https://www.atome.my/en-my/terms-of-service” and “https://www.atome.my/en-my/purchase-payment-contract” wherein any period as stipulated for the purposes of any refunds, shall be in addition to the ninety (90) days as stipulated herein.
  
  In the event that you have resold your tickets for the cancelled event via our Platform and/or Services, you, as the primary purchaser, shall be solely responsible for all compensation to the secondary purchaser wherein our refund obligation is only towards you, as the primary purchaser (the source of funds of the ticket purchase price from our Platform and/or Services) provided always that the Event Organizer has endorsed refunds. It's important to note that the specific refund and/or credit policies are determined on an event-by-event basis by the Event Organizer and may be subject to their established limitations. Include the fact that we are not liable for transacation between 1st and 2nd party.
2. In the event where an event is postponed, rescheduled, or relocated: your ticket(s), including any supplementary add-ons or upgrades like parking passes, remain valid, and no further action is needed. However, the Event Organizer may sanction refunds or offer you the choice between a refund and a credit for the event. The specific refund and/or credit policies are determined on an event-by-event basis by the Event Organizer and may be subject to constraints set by them. If the Event Organizer authorizes refunds and/or credits, we will notify you accordingly, outlining your available options for requesting a refund or credit. Alternatively, you may opt to retain your ticket(s) for the rescheduled, postponed, or relocated event.
  
  For those who have resold their tickets for a postponed, rescheduled, or relocated event through our Platform and/or Services, you, as the primary purchaser, shall be solely responsible for all compensation to the secondary purchaser wherein our refund obligation is only towards you, as the primary purchaser (the source of funds of the ticket purchase price from our Platform and/or Services). provided always that the Event Organizer has endorsed refunds. It's important to note that the specific refund and/or credit policies are determined on an event-by-event basis by the Event Organizer and may be subject to their established limitations.
3. In the event of a cancellation, postponement, rescheduling, or relocation, we will make diligent efforts to reach out to you on selected social media platforms which you have provided us with access and/or information thereto, for the purposes of providing updates on the event's status and communicating any applicable options, refund, credit, or exchange procedures available to you. For precise instructions related to a particular cancelled, postponed, rescheduled, or relocated event, please consult the event details available online and in your account, which will contain the most up-to-date information regarding the event's status. Alternatively, you may contact our customer support for further assistance.
4. Please be advised that we bear no responsibility and/or liability for any travel or ancillary expenses incurred by you or any other party in connection with a cancelled, postponed, rescheduled, or relocated event.
Refunds, Credits, and Exchanges
1. All sales are final and refunds are only allowed in limited circumstances, as explained in this section and the Cancelled, Postponed, Rescheduled and Moved Events section above. Before purchasing tickets, carefully review your event and seat selection. Policies set forth by Event Organizers generally prohibit us from issuing exchanges or refunds after a ticket has been purchased, or for lost, stolen, damaged, or destroyed tickets. Tickets therefore cannot be replaced if they are lost, stolen, or damaged.
2. Refunds. If your event is eligible for refunds and funds have been received from the Event Organizer, we will issue a refund of the ticket price you paid (or, for a discounted ticket, then instead the discounted ticket price paid) (excluding service and handling fees arising directly and/or incidental thereto), and any additional add-ons or upgrades (such as parking). In no event will any service fees and/or any other fees chargeable by us and/or any other amounts, be refunded. For the avoidance of doubt, all refunds contemplated under this Agreement shall be processed and/or issued within ninety (90) days from the date of announcement of the refund.
  
  If a refund is issued, it will be processed to the original method of payment used at time of purchase. We cannot issue a refund to a different credit or debit card (this includes refund requests made through the self-service option). If your credit card or debit card number has changed, but is for the same account (e.g., a new card has been issued for the same account), the refund will be processed to that account.
  
  Please note that seating maps are representative of a venue’s layout. However, they are subject to change at any time at the discretion of Event Organiser, and refunds are not allowed if the seating map is updated, if additional seats / rows are added, or if seats change as a result of a venue change after purchase.
  
  We may occasionally offer tickets at a discount after the original on-sale date, and will not refund the difference between the original price and the sale price. In addition, there are no refunds, returns, or exchanges for digital downloads or hotel / festival packages.
  
  If there is an account, or accounts, that have outstanding balances owed to us, we reserve the right to hold any and all refunds for said accounts until such time as no outstanding balances remain.
3. Credits. The Event Organizer may provide the option to request a credit for canceled, postponed, rescheduled, or moved events; if so, we will send you a notification, and you can submit a request for credit in your account. Credits are provided by the Event Organizer, and not by us. Credits may be applied toward the purchase of eligible event tickets and ancillary purchases (such as parking) at the same venue (or, in some cases, at one of a number of venues designated by the Event Organizer) during the timeframe specified by the Event Organizer. Credits cannot be used for resale tickets, third-party tickets, ticket insurance, or gift cards. The Event Organizer will determine which future events, venues, and ancillary purchases are eligible, as well as the amount of the credit (including any potential promotional amount). The amount of the credit will always include at least 100% of the price of the original ticket(s), plus fees and taxes. The amount of the credit will not include any additional add-ons or upgrades included in your original purchase (such as parking), which will be refunded to your original method of payment used at time of purchase. Once you’ve requested to receive credit and we’ve verified your order is eligible for credit, we’ll send you a credit code which you can use for eligible purchases, along with instructions for redeeming that credit. Please note that credits typically have an expiration date, and must be used before that date. The email that you received with your credit code will contain the expiration date for your credit; you can also find the expiration date in your online account.
  
  Credits are non-transferable, may not be sold, are not redeemable for cash, and may not be combined with other promotions. Credits may not be applied to previously placed orders and may not be redeemed to purchase tickets for the same event as the tickets in your original purchase for which you accepted the credit.
  
  Please note that, if the Event Organizer offers you a choice of either a refund or a credit, you cannot get a partial refund; whatever selection you make (i.e., refund or credit) will apply to your entire order, and cannot be split between refund and credit. Any and all requests for a refund or credit are final and cannot be changed once initiated.
4. Exchanges. For certain events, subject to the sole and absolute discretion of the Event Organizer, tickets may be exchanged for tickets from us of equal or higher price. A per ticket exchange fee may apply. Exchanges are not available for:-
  1. tickets purchased through resale;
  2. VIP and other premium tickets;
  3. tickets purchased with additional related items and/or bundled products; or
  4. tickets for events that are less than 24 hours away.
5. Merchandise. All merchandise purchases are final, and in no event will there be refunds, exchanges, or credits for merchandise purchases.
6. Chargebacks and Other Refund Prohibitions. You agree that you will not attempt to evade, avoid, or circumvent any refund prohibitions in any manner with regard to tickets you purchased. Without limiting the generality of the foregoing, you will not contact us to seek a refund or exchange from us when we are prohibited from providing one by the Event Organizer, and you will not dispute or otherwise seek a “chargeback” from the company whose credit card or other method of payment you used to purchase tickets from the Site. Should you do so, your tickets are subject to immediate cancelation, and we may, in our sole discretion, refuse to honor pending and future ticket purchases made from all credit card accounts or online accounts on which such chargebacks have been made, and may prohibit future purchases from all persons in whose name the credit card accounts exist, and from any person who accesses any associated online account or credit card or who otherwise breaches this provision from using the Site.
Account, Order, and Billing Information Verification
All data pertaining to accounts and orders must be accurate and are subject to meticulous verification procedures. Orders undergo credit card validation, and processing is exclusively initiated subsequent to the confirmation of the accuracy of the billing address linked to your credit card and other pertinent billing details. Any orders placed, or any attempted placements, utilizing an account featuring information that is discovered to be falsified, deceptive, inaccurate, or incomplete, or that cannot be substantiated as belonging to the account holder — encompassing details such as name, address, email address, phone number, IP address, or other account and billing particulars — may be subject to cancellation, irrespective of timing. Moreover, in the event that your order is cancelled due to any of the aforementioned reasons, please be advised that we retain the right to offer your tickets for sale to another customer without the need for additional notice.
Delivery Options
You hereby agree and acknowledge that the sole delivery method offered through our Platform and/or Services is by way of issuance of an electronic ticket (with a unique dynamic quick response code or static quick response code assigned) three (3) days prior to any event, which is accessible through our Platform and/or Services by way of Mobile - for events that occur in Malaysia and/or any other part of the world.
Pricing and Other Errors
If the amount you pay for a ticket is incorrect (regardless of whether it is incorrect because of an error in a price posted on the Platform and/or Services or otherwise communicated to you), if you are able to order a ticket before its scheduled on-sale or presale date, or if you are able to order a ticket that was not supposed to have been released for sale, then we will have the right to cancel that ticket (or the order for that ticket) and refund to you the amount that you paid. This will apply regardless of whether the error occurred because of human error or a transactional malfunction of the Platform and/or Services or any other operated system by us. We will not be liable for travel or any other expenses that you, or anyone else, incurs in connection with errors of this nature. If a refund is processed in error, or a refund exceeds the original amount paid, we reserve the right to recharge the original method of payment used at time of purchase.
Multiple Browser Windows
When ordering tickets online with us, please ensure you are looking for tickets and placing an order using only one browser window. Looking up tickets using multiple browser windows could result in losing your tickets, errors occurring during the purchase process, or timer expiration.
Limitation of Liability
1. Debris and other objects may intrude and/or caused to be positioned into the spectator area during an event. Despite spectator shielding, injury can occur. Stay alert at all times before, during, and after play or performance. If struck, immediately ask an usher for directions to a medical station. You voluntarily assume all risks and danger incidental to the event for which the ticket is issued, whether occurring before, during or after the event, and you waive any claims for personal injury or death against us, management, facilities, leagues, artists, other participants, and all of our respective parents, affiliated entities, agents, officers, directors, owners, and employees on behalf of yourself and any accompanying minor. You bear all risks of inclement weather. Event date and time are subject to change. Please see the Limitation of Liability section in the Terms of Use for additional limits on our liability.
2. You assume all risks, hazards, and dangers arising from or relating in any way to the risk of contracting a communicable disease or illness—including, without limitation, exposure to COVID-19 or any other bacteria, virus, or other pathogen capable of causing a communicable disease or illness, whether that exposure occurs before, during, or after the event, and regardless of how caused or contracted—and you hereby waive any and all claims and potential claims against us—relating to such risks, hazards, and dangers.
License; Ejection and Cancellation; No Redemption Value
Your agreement entails a commitment to adhere to all pertinent regulations, policies, terms, and conditions stipulated by the Event Organizer (collectively referred to as the "Event Organizer Rules"). The Event Organizer maintains the prerogative, without the provision of any reimbursement, to deny entry or expel any individual whose comportment is deemed disorderly by management, who employs profane or offensive language, or who neglects to adhere to the Event Organizer Rules. Violation of these terms or rules will result in the termination of your entitlement to attend the event, with no reimbursement granted. It is important to recognize that a ticket represents a revocable license, and the right of admission remains subject to refusal. A ticket does not hold redeemable value for cash.
Recording, Transmission and Exhibition
You agree that the event for which you purchase tickets is a public event, that your appearance and actions inside and outside the venue where the event occurs are public in nature, and that you have no expectation of privacy with regard to your actions or conduct at the event. You grant permission to us, the Event Organizer(s), our partners, licensees and assigns, including but not limited to our brand and media partners, to utilize your name, image, likeness, acts, poses, plays, appearance, movements, and statements in any live or recorded audio, video, or photographic display or other transmission, exhibition, publication or reproduction made of, or at, the event (regardless of whether before, during or after play or performance) for any purpose, in any manner, in any medium or context now known or hereafter developed, without further authorization from, or compensation to, you or anyone acting on your behalf. In addition, you hereby acknowledge and agree to ensure compliance with all terms, rules and/or prohibitions imposed by the Event Organiser which are readily available on their respective web pages.
Unlawful Resale of Tickets; Promotions
Unlawful resale (or attempted unlawful resale) of tickets, including but not limited to counterfeit or digitally modified tickets, is grounds for seizure and cancellation without compensation. Certain maximum resale premiums and restrictions may apply in some countries, and we cannot be responsible for providing legal advice regarding resale or pricing of tickets. You are responsible for complying with all applicable ticket resale laws. In addition, we reserve the right to restrict or deny ticket purchasing privileges to anyone that we determine to be, or to have been, in violation of our policies. Because we do not guarantee the authenticity of tickets purchased from any non-authorized third party reseller (such as brokers or individuals), we recommend that you purchase tickets directly through us, through authorized partners, or from the venue box office to ensure ticket authenticity. Tickets may not be used for advertising, promotions, contests, or sweepstakes, unless formal written authorization is given by us.