Privacy, Terms, Refunds & Payouts

1. Privacy Policy

PlugServices ("we", "us") is the event & ticketing platform of Plug Trading Services Inc., a Canadian company. We respect your privacy and protect your personal information in accordance with applicable Canadian and U.S. privacy laws. Nous respectons votre vie privée.

Information we collect

• Ticket & account data: your name, email, and phone number when you buy a ticket, register for an event, or create an account — this is what lets us email your QR ticket instantly and let you retrieve it anytime at the guest portal.
• Payment data: card payments are processed securely by Stripe; Interac e-Transfer payments are processed by your own bank. We never see or store full card numbers on our servers.
• Organizer data: the event details and contact information you submit when listing an event or using the organizer portal.
• Usage data: essential cookies and basic analytics (pages viewed, language preference) that help us improve the experience in English and French.

How we use it

• To process ticket orders, deliver your QR tickets by email, and check you in at the door.
• To give organizers their attendee and sales lists for the events they host.
• To send you our weekly events newsletter and event reminders — every email includes a working unsubscribe, and one reply is enough to be removed.
• To operate, secure, and improve the platform.

Sharing

We share only what is necessary: attendee names with the organizer of the event you are attending, payment details with the payment processor, and technical data with the service providers who host and run the site. We never sell your personal information.

Your rights

You may access, correct, or request deletion of your personal information, and withdraw marketing consent, at any time — email hello@plugservices.ca or simply reply "unsubscribe" to any of our emails. Requests are honoured promptly.

Security & retention

The site is served over SSL/TLS encryption, and access to attendee data is limited to the organizer of your event and our operations team. We keep order records only as long as needed for ticketing, accounting, and legal obligations, then delete or anonymize them.

Cookies

We use essential cookies to run the site and optional analytics cookies. You can decline non-essential cookies via the consent banner.

2. Terms of Use

• Tickets: a ticket is a revocable licence to attend an event, subject to the organizer's and venue's rules.
• Organizers: by listing an event you confirm you have the right to host it and that your listing is accurate. PlugServices may moderate or remove listings.
• Service fees: PlugServices currently charges a 0% platform fee (free for African events). Bank/payment-processing fees may apply per transaction. Any future booking/service fee will be disclosed before payment.
• Conduct: you agree not to misuse the platform, resell tickets fraudulently, or violate applicable laws.
• Liability: PlugServices facilitates ticketing; the organizer is responsible for the event itself. Our liability is limited to the ticket price paid, to the extent permitted by law.

3. Refund & Cancellation Policy

If the organizer cancels

You receive a full refund of the ticket price, issued automatically to your original payment method. We start refunds within 2 business days of the cancellation being confirmed; card refunds typically land in 5–10 business days, Interac e-Transfer refunds within 3 business days. You do not need to submit a request — but if 10 business days pass and you have not been refunded, email hello@plugservices.ca with your order number and we will resolve it.

If the organizer postpones or moves the event

Your ticket is automatically valid for the new date — you do not need to do anything. If the new date, time or venue does not work for you, you may request a full refund within 14 days of being notified of the change, or up to the new event date, whichever comes first.

Change of mind

Tickets are generally non-refundable for change of mind, because organizers commit to venue and catering costs on the strength of ticket sales. Where an organizer chooses to allow them, change-of-mind refunds must be requested at least 7 days before the event. The refund terms for each event are set by that event's organizer and shown on the event page where they differ from this policy.

Ticket transfers & resale

• Transfers are allowed and free. A ticket admits whoever presents the valid QR code at the door. To have the name on the ticket changed, email hello@plugservices.ca at least 24 hours before the event.
• Each QR code scans once. Do not post your ticket publicly — if someone else scans it first, they get in and you do not.
• Resale above face value is prohibited on this platform. Tickets found listed on third-party resale sites above face value may be voided without refund.
• PlugServices cannot verify or guarantee any ticket bought from a third party. Only tickets purchased through PlugServices are covered by the Buyer Guarantee.

Disputes & chargebacks

If something has gone wrong, contact us first — email hello@plugservices.ca with your order number and we will respond within 2 business days. Most issues are resolved faster this way than through your bank. If you file a chargeback, we will provide the payment processor with the order record, the ticket delivery confirmation and the check-in log for that ticket. A ticket that was scanned at the door is evidence the service was delivered. Filing a fraudulent chargeback on a ticket you used may result in your account being blocked from future purchases.

How to request a refund

Email hello@plugservices.ca from the address on the order, with your order number and a one-line reason. We acknowledge within 2 business days. Approved refunds return to the original payment method — we cannot refund to a different card or account.

4. Organizer Payouts & How We Make Money

What organizers pay

PlugServices charges a 0% platform fee on ticket sales. That is the real number, not a promotional rate — we do not take a cut of your ticket revenue and we do not add a hidden service fee to your buyers' checkout.

What is not free is card processing. Card payments are processed by Stripe, which charges its standard transaction fee (currently around 2.9% + $0.30 per transaction in Canada — Stripe sets this rate, not us, and it is deducted before payout). Tickets paid by Interac e-Transfer carry no processing fee.

So how does the business make money?

PlugServices is funded by Plug Trading Services Inc. and earns revenue from sponsorships, partner placements and paid promotion (see our Partners page). If that ever changes and a platform fee is introduced, every organizer will be told in writing before it applies to a single ticket, and events already on sale will be honoured at 0%.

When organizers get paid

• Standard payout: within 5 business days after the event ends, by e-Transfer or direct deposit to the account on file.
• Why after the event, not before: funds are held until the event has taken place so that refunds and chargebacks can be covered if the event is cancelled. This protects buyers and is standard practice across the ticketing industry.
• Holdback: we may retain up to 10% of gross sales for 30 days after the event on a first event with a new organizer, or where an event has an unusual dispute rate. Any holdback is disclosed to the organizer before their event goes on sale.
• Early/partial advance: organizers with a completed event history can request a partial advance against confirmed sales to cover venue deposits. Email hello@plugservices.ca.
• What is deducted: Stripe's processing fee, any refunds already issued, and any disclosed holdback. Nothing else.
• Every organizer can see live sales and expected payout in the organizer portal at any time.

Questions about any of this? Contact hello@plugservices.ca.