Terms of Service

These terms are the contract between VenueOra Ticketing Limited and the business that uses the verification service. They cover that service only. VenueOra ticketing, memberships, payments, hospitality, and LockVault have their own terms.

They take effect on 7 October 2026. Version 1.0.

Read clause 4 before you rely on a result. An approval means the images from that session passed the checks that were run, or that a person later marked the session approved. It is not confirmation that the document is genuine, that the person is who the document names, or that the person is the age printed on it. We do not look the document up with the passport office, the DVLA, or any other issuer.

1. Who is bound

1.1 We are VenueOra Ticketing Limited, a company registered in England and Wales with number 17098285. Our registered office is 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ. We provide the service under the names VenueGo and Protect Events.

1.2 You are the business, charity, or other organisation that creates an account or uses the service. These terms are for business use. If you are acting as a consumer, do not use the service.

1.3 By creating an account, sending a guest to a check, calling the API, or clicking to accept, you agree to these terms, the Privacy Policy, and the Data Processing Agreement. The person who does that confirms they can bind the organisation.

1.4 If these terms conflict with the Data Processing Agreement on a point of data protection, the Data Processing Agreement prevails on that point. A written order that we both sign prevails on price and volume only.

2. Definitions

Check or session means one verification session: the guest’s face capture, document capture, and the result.

Guest means the person who completes a check, usually someone buying a ticket or signing up for an event you run.

Result means the outcome of a check: approved, declined, or needs review, together with the reason codes and review flags we attach.

Review means a person looking at a check in the portal and approving or declining it. That person may be one of your users, or a member of our staff where we carry out a review for you.

Service means the hosted check, the portal, the API, webhooks, and the related support we provide under these terms.

Your data means the personal data of guests and the content you submit, as described in the Data Processing Agreement.

3. What the service does

3.1 The service is a hosted age and identity check for events, venues, and similar operators. A guest completes it on their own phone. A session stays open for 24 hours and allows three attempts at the face step and three at the document step.

3.2 The guest records a short face video and stills, photographs a passport or driving licence, and photographs themselves holding that document. The documents the service is built to read are passports and driving licences issued in the United Kingdom, Ireland, or the United States. A driving licence is photographed on the front and the back. A passport is the photo page.

3.3 From those images the service tries to read the fields needed for the check, including the name, date of birth, document number, and expiry date where they are visible. It compares the date of birth with the minimum age on that session. It compares the live face with the portrait on the document, and it looks at whether the person is holding the same document. It applies liveness and document checks, including layout, signs of alteration, signs that the document is a photograph of a screen or a print, and a check for certain synthetic-image marks.

3.4 You choose the minimum age for a session. If you do not, the service uses the minimum age on your account, which starts at 18 until you change it.

3.5 Clear passes and clear failures can be decided by the automated rules. If a check cannot be finished, or a document or face needs a person to look, the result is needs review. Your authorised users can approve or decline a check that is waiting, and can change an automated approval or decline. Where our staff review a check, that review is recorded as ours. You can still change it.

3.6 You can present the guest flow in your own name, colours, and wording. The capture steps stay the same. You can open a session from the portal or from your own system through the API, and you can receive the result by webhook.

3.7 We provide the service with reasonable care and skill. We do not promise that it will be uninterrupted, error-free, or fit for a purpose you have not agreed with us in writing.

4. What a result means

4.1 A result is a reading of the images from that session, followed where relevant by a human review. You must treat it as that, and only as that.

4.2 The service does not contact the HM Passport Office, the DVLA, a US motor vehicle agency, or any other document issuer. It does not read a passport chip or any other secure element. It does not confirm a document against a government register. A document number that matches the printed layout is not proof that an authority issued the document.

4.3 Approved means the automated rules found no failure and left no review flag, or that a person later marked the session approved. Declined means a rule failed, or a person later marked the session declined. Needs review means the images were not clear enough, a check could not be completed, or something about the document or the face was left for a person. None of these words means the result is certain.

4.4 The checks can be wrong in either direction:

• A genuine guest with a genuine document can be declined, or held for review, because an image was unclear, a field was misread, or a check failed to run.
• A person can be approved while using someone else’s document, a forged or altered document, a photograph of a screen or a printout, a replayed video, or a synthetic or swapped face.
• Two different people who look alike can pass a face comparison. A high match score is a threshold we set. It is not certainty.
• Text, barcodes, and machine-readable zones can be misread, missing, or forged in a way the check does not catch.
• An estimate of how old a face looks is used only to flag a check for review. It never declines a check on its own. It can be wrong by several years, and it is less reliable for some people than for others. It is not proof of age, and you must not treat it as proof that someone is under the minimum age.
• A synthetic-image check looks for marks associated with one provider’s generated images. A clear result does not mean the image is a real capture. Other generators are not covered.
• Where a check cannot run, the session is not treated as a pass. It is declined or sent for review. A review flag that was not raised is not evidence that the document is genuine.

4.5 You decide who is admitted, sold a ticket, served, employed, or allowed to take part. The service does not make that decision. A review by our staff is an opinion on the images. It is not a certification, an expert report, or a decision we take as the venue. You remain responsible for acting on it.

4.6 The service does not replace your premises licence, the conditions on that licence, door supervision, a personal licence holder, or a challenge policy at the point alcohol is served, including Challenge 25. It does not discharge a duty under the Licensing Act 2003. It is not legal advice, and it is not a statement that a licensing authority, insurer, police force, or court will accept a result.

4.7 The service is not a bank-standard know-your-customer check, a disclosure and barring check, or a certified digital-identity service. We do not claim that a result meets a duty you have under the Online Safety Act 2023. If you need a certified scheme, this service is the wrong tool.

4.8 We are not responsible for a result being wrong, incomplete, delayed, or unsuitable for the use you make of it, except where clause 16 says a limit or exclusion is not allowed. Clause 16 also limits what you can recover where we are at fault.

5. What you are responsible for

5.1 You are responsible for deciding whether the service is appropriate for your event, your licence, and your guests, and for how you describe it. You must not tell a guest, a buyer, a licensing authority, an insurer, or the public that a result proves identity or age, or that we have checked a document with the issuer, unless a written agreement with us says otherwise.

5.2 You are the controller of guest personal data. Before you send a guest to a check, you must have a lawful basis under UK data protection law, including a condition for using biometric data, and you must tell the guest what the check involves in a privacy notice they can read first. The Data Processing Agreement sets this out.

5.3 Where a result is produced by automated rules and it has a legal or similarly significant effect on the guest, you must give the guest a way to ask for a person to look at it, to say their piece, and to contest it. The portal is how your team does that look. You must not hide that the check uses automation.

5.4 You must comply with the Equality Act 2010 in the way you use a result. You must not treat an apparent-age flag, a declined check, or a review flag as grounds for less favourable treatment unrelated to a lawful age restriction.

5.5 You must give us accurate account information and keep it up to date. You are responsible for your users, for keeping credentials and API keys secret, and for every action taken with them.

5.6 You must not send us a document or a face image unless you have a proper reason to ask that person for it, and you must not use the service to identify someone who has not been asked to complete the check.

6. Accounts and users

6.1 We may refuse an account, or ask for more information about your organisation, before we let you run live checks.

6.2 You can invite users. The roles are owner, admin, reviewer, and viewer. Owners and admins manage the account. Reviewers can decide checks. Viewers can look but not decide. You are responsible for withdrawing access when someone leaves.

6.3 We may require an authenticator app on an account. You must tell us promptly at hello@venuego.co.uk if you believe an account or a key has been misused.

7. Plans, trials, and fair use of a session

7.1 A new account can create 25 checks without a paid plan. Each session you create counts, including a session the guest never finishes. When those 25 are used, new sessions stop until you subscribe.

7.2 Paid plans are monthly. At the date of these terms the plans shown in the service are Starter at £9 a month for 500 checks in the billing period, and Growth at £29 a month for 2,500 checks in the billing period. The price and allowance that apply to you are the ones shown in the portal when you subscribe or when a renewal is charged.

7.3 Unused checks do not roll over. When the allowance for the period is used up, new sessions stop until the next period or until you move to a higher plan. We do not charge an automatic overage fee. If you need more than the published plans, the volume and price are whatever we agree with you in writing before the event.

7.4 A billing period runs from the day the first payment succeeds to the same day in the next month, or the last day of that month if the date does not exist. The plan renews for a further month unless you cancel. If a renewal payment fails, we retry the card after about one day, then about three days, then about seven days. The plan keeps working during those retries. If the last retry fails, the plan ends and new sessions stop.

7.5 You can cancel in the portal. Cancellation takes effect at the end of the period you have already paid for. We do not refund that period, except where the law requires a refund. Cancelling does not delete checks that are still inside the retention periods in the Privacy Policy.

8. Fees and tax

8.1 You pay the fees shown before you confirm payment. Subscription fees are in pounds sterling and are collected by card through our payment provider, Ryft. We do not store the full card number. We store the card brand, the last four digits, and the payment record.

8.2 Fees are exclusive of VAT. If we are required to charge VAT, we will show it before you pay.

8.3 We may change a published price or allowance by telling you at least 30 days before it applies. The change applies from the next renewal after that notice. You may cancel before the renewal if you do not accept it. A price we have agreed with you in writing for a stated period stays as agreed for that period.

8.4 Fees are payable in advance. If a payment is overdue we may suspend new sessions. Suspension does not by itself erase your obligation to pay fees already due.

9. Your brand on the guest flow

9.1 You may supply a display name, colours, wording, and logos for the guest flow. You grant us a non-exclusive licence to show those materials to guests for the purpose of running the check. You confirm you have the rights to give us that licence.

9.2 White labelling does not make us your agent, and it does not change clause 4. The guest must still be able to tell that they are being asked for a face capture and a document, and they must be able to reach your privacy notice before they start.

10. API and webhooks

10.1 If we give you API credentials, you may use them to create sessions and receive results for your own business. You must keep the credentials confidential and must not share them outside your organisation except with a processor who is bound to protect them.

10.2 Webhooks are signed. You should verify the signature before you trust a payload. You are responsible for your endpoint, including its availability and its security. A failed delivery is retried within the limits of the service. After the retention period for webhook bodies, a delivery cannot be reconstructed from the stored payload.

10.3 The API and the guest flow may change as we correct and improve the checks. We will not withdraw a documented integration you are using without a reasonable notice period, unless the change is needed for security, law, or to stop abuse.

11. Acceptable use

You must not, and must not allow anyone else to:

• use the service to break the law, to evade a licensing condition, or to discriminate unlawfully;
• present a result as a government, police, or issuer verification;
• upload images of a person who has not been asked to complete that check;
• probe, scan, or overload the service, or attempt to extract the models, source code, or decision thresholds except to the extent the law does not allow us to forbid it;
• use the service to build a competing dataset or model;
• interfere with another customer’s data; or
• use the service if you or your organisation are subject to UK sanctions that prohibit that use.

We may suspend access if we reasonably believe this clause has been broken. We will tell you unless the law, or the need to contain an active incident, stops us.

12. Intellectual property

12.1 We and our licensors own the service, including the software, models, check design, and our brand. We give you a non-exclusive, non-transferable licence to use the service during the subscription, for your own business, in line with these terms.

12.2 You own your brand materials and your guest records, subject to the personal data rules in the Data Processing Agreement. We do not use guest images to train our models. Training on those images stays off unless a separate written agreement and a lawful basis for that use are in place first.

12.3 Feedback you give us may be used to improve the service, without identifying your guests.

13. Personal data

13.1 We process guest personal data as your processor. We process account, billing, and security data as controller. The Privacy Policy explains both. The Data Processing Agreement is the Article 28 contract for guest data.

13.2 Images of the document and the face, the identity fields read from the document, precise location, and the detailed device record are deleted on the timetable in the Privacy Policy. The outcome, the reasons, and the decision record are kept so that there is a record of what was decided.

14. Confidentiality

14.1 Each party will keep the other’s confidential information private, will use it only to perform this contract, and will disclose it only to people who need it and are bound to keep it confidential. Confidential information includes non-public details of the checks, pricing that is not on the public pricing page, and guest data.

14.2 This clause does not apply to information that is public through no fault of the receiving party, that the receiving party already knew, that is independently developed, or that must be disclosed by law. Where the law allows, the party disclosing under a legal duty will give the other notice.

14.3 This clause lasts for three years after the contract ends. Trade secrets and personal data remain protected for as long as the law requires.

15. Warranties

15.1 Each party confirms it has the power to enter this contract.

15.2 Except for the express commitment in clause 3.7, and except for terms the law does not allow us to exclude, the service is provided without any further condition or warranty. We do not warrant that a result is accurate, complete, current, or that it will be accepted by a third party. Clause 4 is part of this contract, not a description you are entitled to treat as a guarantee.

16. Liability

16.1 Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that the law does not allow us to limit or exclude.

16.2 Subject to clause 16.1, we are not liable for:

• a result being wrong, including a false approval, a false decline, or a review that reaches the wrong conclusion;
• a guest being under or over the age you required, or not being the person named on the document;
• a document being genuine when it was rejected, or not genuine when it was accepted;
• a decision you or your staff make about admission, service, employment, or participation;
• a licensing authority, insurer, police force, court, payment network, or other third party refusing to accept a result;
• loss of profit, revenue, goodwill, or anticipated savings;
• loss of a licence, a review of a licence, or the cost of a hearing;
• indirect or consequential loss; or
• the acts or omissions of a guest, of your users, or of a provider you chose to receive webhooks.

16.3 Subject to clause 16.1, our total liability to you arising out of the service in any contract year, whether in contract, tort (including negligence), or otherwise, is limited to the fees you paid us for the service in the 12 months before the claim. If you have paid no fees, the limit is £100.

16.4 The exclusions and the cap are separate. Each applies to the extent the law allows. They are a fair allocation of risk for a check that reads images and does not verify them with the issuer, at the prices we charge. You are in a better position than we are to insure the admission decision and the conditions on your licence.

16.5 You will bring any claim within 12 months of when you first knew, or ought reasonably to have known, of the facts giving rise to it, except where the law requires a longer period.

17. Your indemnity

17.1 You will indemnify us against liabilities, costs, and reasonable legal fees we suffer arising out of:

• a claim by a guest or any other person about a decision you made using a result;
• your description of the service or a result, where that description goes beyond clause 4;
• your failure to have a lawful basis, a privacy notice, or a human review where the law requires one; or
• images or brand materials you submit, where you did not have the right to submit them.

17.2 The indemnity does not apply to the extent the liability was caused by our fraud, or by our breach of the Data Processing Agreement. Clause 16.1 still applies.

18. Suspension and ending the contract

18.1 You may stop using the service and cancel a paid plan under clause 7.5.

18.2 We may suspend the service, in whole or for a particular account, if you do not pay fees that are due, if we reasonably believe clause 11 has been broken, if we need to contain a security incident, or if the law requires it. We will restore access when the cause is resolved, unless we have ended the contract.

18.3 Either party may end the contract by written notice if the other materially breaks it and does not remedy the break within 14 days of being asked to, or immediately if the break cannot be remedied. Either party may end the contract if the other becomes insolvent, enters administration, or ceases to carry on business.

18.4 On ending, your licence to use the service stops. Clauses that by their nature should survive do survive, including clauses 4, 12, 13, 14, 16, 17, and 21. We will deal with personal data as the Data Processing Agreement requires.

19. Changes to these terms

19.1 We may change these terms by posting the new version and giving you at least 30 days’ notice by email before it applies, unless a change is required by law or relates to a new feature you are free not to use. If you do not accept a change, you may cancel before it applies. Continued use after the effective date is acceptance.

19.2 We may change how a check works, including thresholds and the documents we can read, as part of operating the service. Clause 4 still applies after any such change. If a change materially reduces what a documented API field means, we will give you reasonable notice.

20. General

20.1 This contract is the entire agreement between you and us about the service. It replaces prior discussions about the service. Neither party has relied on a statement that is not in this contract, except in the case of fraud.

20.2 If a court holds part of this contract to be unenforceable, the rest continues. A failure or delay in enforcing a right is not a waiver.

20.3 You may not assign this contract without our written consent. We may assign it to a purchaser of the business, provided your rights are not reduced.

20.4 A person who is not a party has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce this contract. Guests enforce their data protection rights under the law, not under this contract.

20.5 Notices to us go to legal@venueora.com. Notices to you go to the email on the account. A notice sent by email is treated as received on the next working day, unless the sender receives a bounce.

20.6 Neither party is liable for a delay caused by events outside its reasonable control. Payment obligations are not excused by those events. If the delay continues for more than 60 days, either party may end the contract.

21. Law and courts

21.1 This contract is governed by the law of England and Wales.

21.2 The courts of England and Wales have exclusive jurisdiction, except that we may also bring proceedings in the courts of your home country to recover fees that are overdue.

22. Contact

VenueOra Ticketing Limited, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, company number 17098285.

Product: hello@venuego.co.uk. Legal: legal@venueora.com. Data protection: dpo@venueora.com.