Terms of Service

Stub is a ticketing platform for live events in New Zealand and Australia. Organisers list events and set ticket prices; Stub takes payment on the organiser’s behalf via Stripe (a Stripe Connect destination charge: your payment is split at the moment you pay, so the organiser’s share never sits in Stub’s own account before reaching them), issues your ticket, and handles refunds according to the policy the organiser chose for that event.

Stub charges one flat, all-in booking fee, shown to you before you pay and printed on the order: 7.2% of the ticket price + $1.00, GST-inclusive, covering card processing. Registered charities, schools, and non-profits qualify for a reduced 3.5% + $0.70 rate. Free tickets are always free: no fee is charged on a $0 ticket. There is no separate “service fee,” no per-order handling charge, and no fee introduced later in checkout that wasn’t shown on the event page.

You can check out as a guest with just an email address, or signed in. A guest checkout creates an unclaimed account tied to that email address so that, if you later sign in with the same address, your order history and tickets are there to find. This is described further in the Privacy Policy. Once payment succeeds, your ticket is issued as a QR code in your order confirmation and ticket wallet; nothing about your ticket depends on this device or browser remembering anything.

Every event has one of three refund policies, chosen by its organiser and shown to you before you pay:

Checkout asks you to confirm you understand and accept the specific policy attached to that event before you pay, deliberately not worded as “non-refundable” or “all sales final,” because no policy above is actually absolute (see the next paragraph), and Stub does not want to tell you something stronger than what actually happens.

If an event is cancelled or materially changed by the organiser, you are entitled to a refund of the ticket price regardless of which policy above applied. This statutory right is never optional and is not something Stub or an organiser can turn off. Stub’s own booking fee is refunded too in that case.

For a self-service refund you request yourself (not because the event was cancelled), the ticket price is always refunded; Stub’s booking fee is refunded only if that event’s organiser has chosen to cover it. The checkout’s refund-preview step shows you the exact amount, including whether the fee is part of it, before you confirm anything.

Once a refund is approved, funds are typically back on your original payment method within 3–5 business days.

Organisers are the seller of record for their tickets’ face value; Stub’s booking fee is a separate charge for the platform, disclosed the same way to every buyer. Payouts depend on your account’s history:

Every payout comes with a statement: gross sales, fees, refunds, reserve movement, GST breakdown, and net amount. Changing your payout bank details requires two-factor authentication and a 48-hour cooling-off hold before the new details take effect: a deliberate friction point against account-takeover fraud, not a system error if you hit it.

If your event is cancelled, your balance is frozen until the resulting buyer refunds have been processed; any remaining balance pays out after that.

You can ask to close your account. What’s erased, what’s kept, and why is described in the Privacy Policy. If you have money in flight (an open order, an unresolved refund, or a payout that hasn’t landed yet), the request is held rather than silently ignored, and you’re told why and when it will clear.

Stub runs automated checks against suspicious buying and reselling patterns (rapid repeat purchases, coordinated accounts, and similar signals). We may decline, cancel, or investigate an order flagged by these checks. This section needs counsel confirmation before it can state anything more specific than that.

Needs counsel confirmation. This is exactly the section a template would normally fill with broad disclaimers and a jurisdiction clause. Doing that here, without a lawyer having actually decided Stub’s position, would be inventing a legal claim rather than describing one, which is the one thing this document set is committed to never doing.

If these terms change in a way that affects a commitment already made to you (a refund policy, a fee, a payout schedule), you’ll be told what changed and why before it applies to anything you’ve already bought or booked.

Questions about these terms: contact support. A person reads every message and replies within 24 hours.