Terms of Service

When you use Swoppd, you must follow these basic rules:

• Use Swoppd for genuine ticket-for-ticket swaps, not ordinary cash resale.
• Only offer tickets you genuinely hold or control and are entitled to transfer.
• Use the official ticket provider's permitted transfer mechanism for the actual ticket transfer.
• Do not ask for or offer balancing cash, gift cards, crypto, goods or other side-payments because one ticket is perceived to be worth more than the other.
• Do not treat SwopLock as payment for a ticket. SwopLock is a separate protection amount and the Swap Protection fee is payment for Swoppd's service.
• Be truthful about the ticket, transfer status, receipt, payment status and evidence you provide.
• Follow the frozen Swap Contract and the protected workflow once you have committed to it.
• If something goes wrong, use the Issue and, if needed, Dispute process rather than hiding the problem, fabricating evidence or trying to defeat the protected process.
• Do not use Swoppd to harass, threaten, defraud or abuse another person, or to breach applicable law or a ticket provider's rules.

Swoppd provides software, records and support processes that help two ticket holders arrange and protect a swap. It is not the event organiser, venue, artist, ticket issuer, primary ticket seller or official ticket-transfer provider, and is not affiliated with those organisations unless we expressly say otherwise.

Swoppd does not acquire ownership or possession of either participant's ticket. It does not hold tickets in escrow, issue replacement tickets, control admission to an event or transfer tickets on a user's behalf. The underlying ticket remains between the ticket holder and the relevant issuer/provider, subject to that provider's terms and technology.

Swoppd does not facilitate a cash sale of one user's ticket to another. A protected Swoppd exchange is intended to be ticket-for-ticket. The existence of SwopLock, a Swap Protection fee, a refund or a Protected Payout does not turn the underlying ticket exchange into a ticket sale through Swoppd.

You must be at least 18 years old and have legal capacity to enter into the arrangements you make through Swoppd. Swoppd may require your date of birth to confirm age eligibility before you create a listing, make an offer or enter a new swap. Existing protected obligations are not removed merely because new marketplace activity is blocked.

You must provide accurate and current account information, keep your login secure and promptly correct information that becomes materially inaccurate. You are responsible for activity carried out through your account unless that activity occurred because of a security failure for which Swoppd is legally responsible.

You must not impersonate another person, create or use accounts to evade restrictions, misrepresent your identity or authority, share an account in a misleading way, or use another person's payment, payout or identity information without authority.

Information you provide about an event or ticket must be accurate to the best of your knowledge. This can include event, date, venue, ticket type, quantity, seat or standing area, accessibility information, restrictions and transferability. You must correct a material error as soon as you become aware of it.

You must not list, offer or attempt to swap a ticket that is counterfeit, stolen, cancelled, already disposed of, materially different from the description, knowingly non-transferable, obtained unlawfully, or offered in breach of a binding restriction that prevents the proposed transfer.

Swoppd does not warrant information supplied by another user merely because it appears on the service. You are responsible for reviewing the listing, proposed exchange and provider restrictions before committing.

UK secondary-ticketing legislation may impose specific disclosure duties where a transaction falls within its scope. Swoppd's model is a ticket-for-ticket swap rather than ordinary resale, but we do not use that label to pretend mandatory ticketing law cannot apply. Where a legal disclosure requirement applies, the required information must be supplied clearly before the parties become bound.

Swoppd is not designed to be used to sell a ticket for money. You must not use listings, offers, messages, transfer details or the Swap Contract to arrange an undisclosed ticket sale or to disguise a sale as a swap.

You must not require or offer a side-payment to equalise perceived ticket value. This includes cash, bank transfer, PayPal or similar transfers, gift cards, vouchers, cryptoassets, goods or services. If a proposed exchange cannot be agreed as a ticket-for-ticket swap, do not use Swoppd to complete it.

Before a protected swap is formed, users can review the proposed exchange and decide whether to proceed. Once the protected terms are accepted, Swoppd records the agreed ticket details and protection terms in the Swap Contract. You are responsible for reviewing those terms before accepting them.

The accepted Swap Contract is the frozen record Swoppd uses when administering that protected swap. Later changes to the website, these Terms or default product settings do not silently rewrite a Swap Contract that the participants already accepted.

Once you have committed to a protected swap, you must not deliberately move the exchange off-platform to evade the agreed protection process, remove material evidence, create a conflicting side agreement, or falsely represent whether a required action has happened.

SwopLock is the refundable protection amount both participants agree for a particular swap. It is not the ticket price and it does not purchase the other participant's ticket. Each participant funds their own SwopLock and a separate Swap Protection fee disclosed before payment.

On normal successful completion, each participant's own eligible SwopLock is returned to the original payment method. This is a refund of that participant's own protected amount, not payment from the other participant. Once a provider-backed refund has been sent, the time it takes to appear is controlled by the payment provider and the participant's bank or card issuer.

A Protected Payout is different. It is used only where a formal dispute outcome allocates protected funds from one participant's side to the other participant. It is an exceptional dispute-settlement mechanism, not payment for a ticket and not part of normal successful completion.

The Swap Protection fee is separate from SwopLock. If the protected swap never becomes active, the fee is refundable. Once both participants have funded and protection is active, the fee is normally earned for the protected service already being supplied, subject always to mandatory cancellation, refund and other consumer rights that cannot lawfully be excluded.

Swoppd uses Stripe and may use other regulated payment-service providers for funding, fees, refunds and Protected Payouts. Those providers may apply their own terms, eligibility checks, security controls and processing times.

Provider-confirmed state is the source of truth for actual money movement where provider confirmation is available. Swoppd will not intentionally mark a payment, refund or transfer as completed merely because a user expected it to happen or because an internal workflow label says it should have happened.

You must not knowingly make a false chargeback, payment dispute or payment report. Nothing in these Terms prevents you from exercising a genuine statutory or contractual right to challenge an unauthorised, incorrectly processed or otherwise disputable payment.

Swoppd does not promise that a payment provider, bank or card issuer will approve, process or settle a payment within a particular time unless Swoppd expressly gives a provider-backed status or timeframe for that action.

The actual ticket transfer must take place using the official transfer mechanism applicable to the relevant ticket. Swoppd can record declarations, timestamps and workflow steps, but does not control the external ticket provider and does not guarantee when transfer functionality will become available.

Swoppd does not predict transfer opening. A ticket holder should only declare a ticket ready when the official provider actually permits the required transfer. A missed reminder or timer can trigger attention or review; it is not automatically treated as proof of dishonesty or fault.

Where Swoppd asks for a transfer email or other transfer detail, check it carefully. A correction may be possible before the other participant starts the transfer; once transfer has begun, changing the destination can be unsafe or impossible and the Issue/Support process should be used instead.

Do not mark a ticket as sent or received unless that statement is true. Deliberately false confirmations, fabricated transfer evidence or attempts to bypass the official transfer route may affect a dispute outcome, Trust status or access to Swoppd.

The Swap Room combines ordinary participant messages with structured protected actions. Free-text messages do not replace a required protected action such as accepting a Swap Contract, confirming a transfer step or completing a funding action through the designated control.

Do not send passwords, one-time security codes, unnecessary payment credentials or other sensitive information through Swoppd chat. Use only the transfer information genuinely needed for the official ticket-provider transfer. Messages and system events may be retained as part of the protected audit trail.

Event cancellation, postponement, rescheduling, venue changes, line-up changes and changes to an issuer's or ticket provider's rules can affect whether a proposed swap can still be completed. Swoppd does not control those events or provider decisions.

Event changes are assessed under the published Rulebook and the frozen Swap Contract. A later cancellation, postponement or reschedule does not automatically undo a ticket handover that had already validly completed. Where neither participant caused the protected failure, SwopLock normally follows the Rulebook's no-fault treatment rather than being used as a punishment.

If something goes wrong, Swoppd normally starts with an Issue and an opportunity to recover the swap before a formal Dispute. Opening an Issue, displaying an amber warning or beginning a review is not a finding that either participant is at fault.

In a formal Dispute, authorised Swoppd Admins may review the frozen Swap Contract, messages, transfer records, participant-supplied provider evidence, payment records and relevant account history. Swoppd does not represent participant-supplied provider evidence as independently verified by Swoppd unless a direct integration actually exists. A human Admin records any cross-user Protected Payout decision under the applicable Rulebook.

Users must cooperate reasonably and provide truthful evidence. You must not alter, fabricate, conceal or deliberately omit material evidence. Swoppd may preserve relevant records even after a case closes where that is reasonably necessary for audit, fraud prevention, legal claims or the integrity of the protected process.

Financial settlement and later Trust/responsibility recording are separate. An Admin decision does not itself prove that money has moved, and a later Trust decision must not be used to fabricate provider history. A user may request one review of a final dispute decision within seven days where there is material new evidence or a claimed incorrect application of the Rulebook. A different Admin should review where practical and decision history is preserved.

A Trust Score is a platform signal, not a warranty or guarantee about another person. It can reflect factors such as verification, completed swaps, peer feedback and confirmed account outcomes. Swoppd does not publish the full weighting formula or private Support history because doing so would make the system easier to game.

Identity verification is optional and is performed using Stripe Identity. A successful live verification can contribute to Trust. Test or sandbox verification never counts as genuine verification. Identity verification does not guarantee that a user owns a particular ticket or will behave honestly in a future swap.

Phone verification is not currently an active Trust-scoring feature. Identity verification remains optional and is not required for ordinary account activation or marketplace participation. Swoppd may change available verification methods prospectively, but will not silently treat an unavailable or optional check as a user failure.

Peer ratings are intended for genuinely completed successful swaps. Swoppd may correct, moderate or disregard ratings or Trust signals that are fraudulent, manipulated, duplicated or inconsistent with confirmed platform history.

Swoppd uses measures such as frozen Swap Contracts, SwopLock, Trust signals, optional verification, audit records, structured transfer steps, payment-provider records, Issue recovery and formal Disputes to reduce and manage risk.

Those measures do not make fraud impossible. Swoppd cannot guarantee the existence, authenticity, validity or transferability of every ticket; the accuracy of every user statement; the identity or future conduct of every user; admission by an event organiser; or that an external provider will operate without error or interruption.

Users remain responsible for deciding whether to enter a swap, reviewing the information available to them and following the protected process. This allocation of responsibility does not exclude any duty or liability that the law places on Swoppd and does not remove a consumer's mandatory statutory rights.

You remain responsible for content you submit to Swoppd, including listings, messages, evidence and profile material. You must have the right to submit it and must not use Swoppd to infringe another person's privacy, confidentiality, intellectual-property rights or other legal rights.

You give Swoppd a limited, non-exclusive licence to host, copy, process, display and preserve that content only as reasonably necessary to operate, secure, support, evidence and improve the service, enforce the protected process and comply with law. This does not transfer ownership of your content to Swoppd.

Evidence should be relevant to the issue being investigated. Do not submit unnecessary identity documents, financial credentials or personal information about third parties.

You must not use Swoppd to commit, encourage or facilitate unlawful activity, fraud, threats, harassment, exploitation or other illegal content or conduct. A suspicious public listing can be reported to Swoppd for Admin review. A report is an attention signal, not automatic proof that the listing owner did anything wrong. Other unsafe conduct can be reported through Swoppd Support or, where relevant, the Issue/Dispute route.

Swoppd may investigate reports, preserve relevant records, restrict access, remove or limit content where appropriate, and report matters to regulators or law enforcement where legally required or permitted. We aim to distinguish proportionate protective action from a final finding of fault.

Swoppd's user-to-user messaging features may bring the service within the UK Online Safety Act. Required risk assessments, reporting/complaints measures, record keeping and any child-safety duties must be completed and maintained where the Act applies. These Terms are not a substitute for those operational controls.

You must not use Swoppd to:

• commit or facilitate fraud, theft, deception or unlawful ticket activity;
• sell tickets or arrange undisclosed balancing payments through a purported swap;
• circumvent applicable ticket-provider restrictions or applicable law;
• harass, threaten, abuse or discriminate against another participant or Swoppd staff;
• post knowingly false, misleading, defamatory or unlawfully infringing content;
• access, scrape or collect another user's information except as needed for the agreed swap;
• misuse another participant's contact or transfer information for unrelated purposes;
• interfere with the service, probe security controls or access data you are not authorised to access;
• use automated access in a way that harms, overloads, scrapes or bypasses Swoppd's controls;
• manipulate Trust, ratings, disputes, verification or case outcomes using false accounts, collusion or false evidence;
• evade a suspension, restriction, payment safeguard or other protective control.

Swoppd may Restrict an account where reasonably necessary to protect users, investigate misuse, comply with law, protect payment or security systems, or enforce these Terms. Restriction blocks new marketplace activity but does not remove access that is needed to complete an existing protected swap or respond to an existing case. Restriction is not by itself proof of wrongdoing and can be removed by an authorised Admin.

A Permanent ban is reserved for severe or repeated risk and is controlled by a Super Admin. It blocks future marketplace use until a Super Admin explicitly reverses it. Existing protected obligations remain accessible only to the extent needed so another participant is not stranded. Enforcement history is kept as an auditable safety record.

Account closure does not automatically erase protected swap, contract, payment, dispute, Support or audit records where keeping them is necessary for legal obligations, accounting, fraud prevention, disputes, security or the integrity of an existing protected exchange.

Swoppd's original software, site content, visual design and other original materials are protected by applicable intellectual-property law. Copyright protection arises automatically where the legal requirements are met; a copyright notice does not mean Swoppd is claiming a registered trade mark.

Third-party event names, artist names, ticket-provider names, logos and other marks remain the property of their respective owners. Their appearance on Swoppd does not imply sponsorship, endorsement or affiliation.

You may use Swoppd only for its intended service. You must not copy, reverse engineer, redistribute or commercially exploit protected Swoppd material except where the law permits it or Swoppd has given permission.

Swoppd aims to provide the service with reasonable care and skill, but no online service can promise uninterrupted or error-free operation. Maintenance, security incidents, provider outages, event-provider changes and circumstances outside Swoppd's reasonable control can affect availability.

Swoppd may use a controlled maintenance wind-down. During that process new marketplace commitments can pause first, followed later by temporary public Browse closure, while users with existing protected swaps or open cases retain the access needed to finish them. A separate emergency maintenance control can hide the public site immediately while preserving Admin access and essential provider reconciliation routes.

Swoppd may change the service to improve safety, reliability, legal compliance or functionality. Where a change materially affects an existing protected swap, Swoppd will not silently rewrite the frozen Swap Contract already accepted by its participants.

Nothing in these Terms excludes or limits liability or rights that cannot lawfully be excluded or limited. This includes applicable consumer rights and liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation where the law prevents exclusion.

Where Swoppd supplies a consumer service, statutory standards including reasonable care and skill apply. If Swoppd breaches these Terms or fails to use the care and skill required by law, Swoppd is responsible for loss or damage that is a foreseeable result of that breach to the extent the law requires.

Swoppd is not responsible merely because an event organiser cancels or changes an event, an external ticket provider changes its transfer rules, a bank or payment provider experiences a delay, or another user acts dishonestly, except to the extent the loss is also caused by Swoppd's own breach of duty or the law makes Swoppd responsible.

If you use Swoppd wholly or mainly for business purposes rather than as a consumer, consumer protections may not apply to you in the same way. Swoppd is designed primarily for individual ticket holders rather than professional ticket traders.

Our Privacy Notice explains how personal information is used, including account information, swap records, messages, payments, Trust, Support, audit records and optional Stripe Identity verification.

A complaint about Swoppd itself is different from a dispute between two swapping participants. You can raise a service complaint through the Swoppd Support route. We will keep appropriate records of material complaints and any action taken.

Nothing in Swoppd's internal complaint or dispute process prevents you from exercising a statutory right, contacting an appropriate regulator or bringing a claim in a court where you are legally entitled to do so.

Swoppd may update these Terms when the product, providers or law changes. Material changes will be communicated where appropriate. A new version applies prospectively from its stated effective date and does not silently rewrite an already frozen Swap Contract.

These Terms are intended to operate under the law of England and Wales, subject to any mandatory consumer protection and court rights that apply because of where a consumer lives.

Swoppd is a trading name used by a sole trader in the United Kingdom. For further information about the operator, including the sole trader's legal name and correspondence address, you can contact Swoppd at support@swoppd.com or visit Swoppd Support.