Terms of Service

1. About Tenbai and These Terms

Tenbai ("Tenbai", "we", "us", "our") is an online marketplace that allows verified UK university students to buy and sell event tickets with one another.

By creating an account and using Tenbai, you agree to be bound by these Terms of Service ("Terms"). Please read them carefully. If you do not agree, do not use Tenbai.

These Terms form a legally binding agreement between you and Tenbai. Contact: hello@tenbai.co.uk

2. Eligibility

You may only use Tenbai if you: are a current student at a UK university or higher education institution; have a valid .ac.uk email address issued by your institution; are aged 18 or over; are not prohibited from using the service under any applicable law; and are not acting on behalf of a commercial ticket reseller or touting operation.

By registering, you confirm that you meet all of the above requirements. We reserve the right to verify your student status at any time.

3. Account Registration and Security

You must register using your .ac.uk email address, verified via a one-time code (OTP). You must provide accurate and complete information.

One account per person: creating multiple accounts to circumvent suspension or restrictions is prohibited.

You are responsible for all activity that occurs under your account. Do not share account access. Notify us immediately at hello@tenbai.co.uk if you become aware of unauthorised access.

4. The Tenbai Marketplace

Tenbai is a peer-to-peer marketplace. We facilitate transactions between buyers and sellers but we are not a party to any ticket sale, and we are not a ticket retailer.

The seller is solely responsible for the accuracy of their listing, their legal right to resell the ticket, the validity of the ticket on the day of the event, and delivering the ticket to the buyer.

Tenbai does not guarantee that any ticket listed on the platform is valid, genuine, or will be honoured by the event organiser.

5. Listing Tickets

By creating a listing, you confirm that: you own the ticket(s) or have authorisation to sell them; all listing information is accurate; the ticket(s) are genuine, valid, not cancelled, and transferable under the original platform's terms.

Transfer methods: you may list via (a) a direct transfer link from an approved ticketing platform (FIXR, Skiddle, Ticketmaster, Eventbrite, Dice, SeeTickets, RA, Fatsoma), or (b) a ticket file (PDF or image) uploaded to our secure escrow storage.

Pricing: tickets must be priced between £0.30 and £500. Listings automatically expire at midnight on the event date.

Multiple tickets: where you use the file upload method for multiple tickets, you must upload a separate file for each ticket.

Listing counterfeit, stolen, altered, or otherwise fraudulent tickets is strictly prohibited and may result in immediate account termination and referral to law enforcement.

6. Purchasing Tickets

Your contract for the ticket is with the individual seller, not with Tenbai.

By completing payment, you authorise Tenbai to collect the purchase amount (including our 10% platform fee) and hold it in escrow until delivery is confirmed.

A 10% platform fee is added to the listing price at checkout and shown clearly before you confirm payment.

Payment is held in escrow for up to 24 hours. After 24 hours without a raised issue, payment is automatically released to the seller.

You must not attempt to complete a transaction outside the Tenbai platform to circumvent fees or buyer protections.

7. Payment and Fees

Platform fee: Tenbai charges buyers a 10% fee on each purchase, calculated on the listing price and capped at £0.99 per ticket. The total amount is shown clearly at checkout.

Payment processing: all payments are processed by Stripe. By completing a purchase you agree to Stripe's terms of service (stripe.com/gb/legal). We do not store your card details.

Seller payouts: after buyer confirmation (or 24-hour auto-release), Tenbai transfers the listing price (excluding the platform fee) to the seller's connected bank account. Transfers typically take 1–5 business days.

Refunds: platform fees are non-refundable except where we determine a refund is warranted following a dispute.

8. Ticket Delivery and Escrow

After purchase, payment is held in escrow and the ticket is visible to the buyer in the chat immediately.

Buyer confirmation: the buyer should verify the ticket and tap "Confirm Ticket Received" to release funds to the seller.

Auto-release: if no issue is raised within 24 hours, payment is automatically released to the seller and cannot be reversed.

Issue flow: if there is a problem with the ticket, the buyer may tap "Raise an Issue" before the 24-hour window expires. This pauses auto-release and notifies the seller.

Seller resend: after an issue is raised, the seller may provide a replacement link or file once per purchase. This resets the 24-hour window. If a further problem is reported after that one resend, the case is escalated directly to a formal dispute rather than being resent again.

9. Buyer Protection and Disputes

What is covered: the seller does not deliver any ticket; the transfer link is invalid or expired; the ticket file is not a genuine ticket or is for the wrong event; the seller delivers a duplicate ticket.

What is not covered: the event is cancelled or rescheduled by the organiser; you change your mind about attending; you are refused entry for reasons unrelated to ticket validity; you did not raise an issue within the 24-hour window.

Dispute process: (1) raise an issue in the chat within 24 hours; (2) seller may resend; (3) if unresolved, escalate to a dispute - our team reviews within 5 business days; (4) if we determine the seller failed to deliver a valid ticket, we will refund the full purchase amount.

Our dispute decisions are final. Filing a fraudulent dispute is a serious violation of these Terms and may result in account termination and recovery of amounts wrongly refunded.

10. Prohibited Conduct

You must not: list counterfeit, stolen, altered, or invalid tickets; duplicate ticket files and sell to multiple buyers; create multiple accounts; circumvent fees by arranging transactions off-platform; manipulate reviews or ratings; operate as a commercial ticket reseller or touting service; list tickets at systematically inflated prices (scalping); harass or threaten other users; engage in any illegal activity; scrape or collect user data from the platform.

Violations may result in account suspension or termination, removal of listings, withholding of pending payouts, referral to law enforcement, and/or legal action.

11. Reviews and Ratings

After a transaction, buyers may leave a written review and star rating (1–5) for the seller. Reviews must be honest, accurate, and based on your genuine experience.

Sellers may not review themselves. Review manipulation is prohibited. We reserve the right to remove reviews that violate these Terms.

12. Suspension and Termination

We may suspend or terminate your account if we reasonably believe you have violated these Terms, engaged in fraudulent conduct, or repeatedly received negative buyer dispute outcomes.

If your account is terminated for cause, pending payouts may be withheld pending investigation.

You may close your account at any time by contacting hello@tenbai.co.uk. Financial records are retained as required by law.

13. Limitation of Liability

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under English law.

Subject to the above, to the fullest extent permitted by applicable law: we are not liable for acts or omissions of sellers including failure to deliver valid tickets; we are not liable for events cancelled or changed by organisers; we are not liable for indirect or consequential loss; our total liability in connection with any transaction is limited to the platform fee collected from you for that transaction.

Nothing in these Terms affects your statutory rights as a consumer under UK law.

14. Indemnification

You agree to indemnify and hold harmless Tenbai from any claims, losses, damages, costs, and expenses arising from your violation of these Terms, your use of the platform in breach of applicable law, or any listing or ticket you create or sell on the platform.

15. Intellectual Property

Tenbai and its content (logo, design, text, software) are owned by or licensed to us. You retain ownership of content you upload but grant us a non-exclusive licence to store and display it for the purpose of operating the platform.

16. Service Availability

We aim to keep Tenbai available at all times but do not guarantee uninterrupted access. We may take the service offline for maintenance or due to circumstances outside our control. We are not liable for any loss caused by downtime.

17. Amendments

We may update these Terms from time to time. For material changes, we will notify you by in-app notification or email at least 14 days before the changes take effect.

Continued use of Tenbai after a change takes effect constitutes acceptance of the updated Terms.

18. Governing Law and Jurisdiction

These Terms are governed by the law of England and Wales. Both parties submit to the exclusive jurisdiction of the courts of England and Wales, except that consumers resident in Scotland or Northern Ireland may also bring proceedings in those jurisdictions.

19. Severability and Entire Agreement

If any provision is found to be unlawful or unenforceable, it shall be severed and the remaining provisions shall continue in full force.

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Tenbai regarding your use of the platform.

20. Contact

Tenbai | Email: hello@tenbai.co.uk | Website: tenbai.co.uk

Please include "Terms of Service" in the subject line of your email.