Terms & Conditions

SoundGuide ("SoundGuide", "we", "us", "our") is a live music event discovery and ticketing platform operated by SOUND GUIDE (PTY) LTD ( 2023 / 225720 / 07), based in South Africa. These Terms govern your use of the SoundGuide mobile application and website at soundguide.co (together, the "Service"). By creating an account or purchasing a ticket through SoundGuide, you agree to these Terms.

SoundGuide sells electronic tickets ("e-tickets") granting entry to live music events, primarily within South Africa's electronic music scene. Through the SoundGuide app, you can discover upcoming events, purchase tickets, follow artists, and manage tickets you have bought, received, or listed for transfer.

SoundGuide is a ticketing and discovery platform. Events are organized and hosted by independent third-party promoters and venues, not by SoundGuide directly.

You must create an account to purchase or receive tickets. You are responsible for keeping your login credentials secure and for all activity under your account. Certain profile details, such as your verified phone number, can only be changed through our verified update process and cannot be edited directly for security reasons.

All ticket prices are listed and charged in South African Rand (ZAR). Payments are processed securely by our payment partner, Peach Payments. SoundGuide does not store your card details.

A ticket purchase confirms your entitlement to attend the associated event, subject to the event organizer's own conditions of entry. Tickets are issued electronically to your SoundGuide account and are accessible through the app.

Refund eligibility is determined on a per-event basis and may depend on the event organizer's own cancellation or refund policy. Where a refund is approved:

• Refunds are issued back to the original payment method used at checkout.
• Refunds are typically processed within 3 - 5 business days of approval, though your bank or card issuer may take longer to reflect the funds.
• If an event is cancelled or postponed by the organizer, we will notify affected ticket holders with instructions on how to request a refund or transfer to the rescheduled date.
• Tickets that have already been transferred to another user, or listed for resale, may not be eligible for a refund. Contact us if you believe your situation warrants an exception.

SoundGuide allows ticket holders to transfer a valid ticket directly to another SoundGuide user (a friend-to-friend transfer).

• Direct transfers between users are always free of charge.
• Once a transfer is initiated, the original ticket is locked and cannot be used for entry until the transfer is completed or cancelled.
• The recipient must accept the transfer for it to be finalized. A pending transfer can be cancelled by the sender at any time before it is accepted, which returns the ticket to the sender.

In future updates, SoundGuide may support listing a ticket for paid resale to other users. Paid resale tickets are sold at the same price the seller originally paid for the ticket — sellers cannot set a custom price. Where this feature is available, applicable fees and payment handling will be disclosed at the time of listing. This section will be updated once paid resale is publicly available.

Where an event is sold out, you may join a waitlist. Waitlist position is assigned on a first-come, first-served basis. If a ticket becomes available, waitlisted users are notified in order and given the opportunity to purchase.

All tickets sold through SoundGuide are delivered electronically. There is no physical shipment of goods. Upon successful payment, the ticket is issued directly to your SoundGuide account and is immediately accessible within the app. If a ticket is transferred to you by another user, it becomes accessible in your account once you accept the transfer.

If you do not see a ticket you have purchased or been sent, check that you are signed in to the correct account, or contact us using the details below.

Events are organized by third-party promoters and venues, not by SoundGuide. SoundGuide is not responsible for an event's quality, lineup changes, delays, or cancellation decisions, but we will make reasonable efforts to communicate known changes to ticket holders promptly.

SoundGuide tickets are digital and delivered electronically within the app; no physical goods are shipped or exported. Tickets are intended for events held within South Africa and are sold in South African Rand only. We are not currently aware of any export restrictions applicable to the Service.

You may not use SoundGuide to resell tickets in a manner that violates these Terms, misrepresent your identity, or attempt to circumvent transfer or payment protections built into the Service.

To the maximum extent permitted by law, SoundGuide is not liable for indirect, incidental, or consequential damages arising from your use of the Service, including losses related to event cancellation, delay, or third-party conduct at an event.

We may update these Terms as SoundGuide's features evolve. Material changes will be reflected on this page with an updated "Last updated" date. Continued use of the Service after changes take effect constitutes acceptance of the revised Terms.

Questions about these Terms, a purchase, or a refund can be sent to admin@soundguide.co or by phone at +27 64 665 7052.

SOUND GUIDE (PTY) LTD · 40 OPHIR RD, CAPE TOWN, WESTERN CAPE, 7800 · South Africa

These Terms are governed by the laws of South Africa. Country of domicile: South Africa. Transaction currency: South African Rand (ZAR).