1. Our service and your account
These terms cover Venue True and Advance True, operated by True Software Studio Ltd. We provide software for venue management, touring, advancing and show reporting. We do not sell admission tickets or act as the booking agent, employer or contracting party for a show. Booking, hire, artist and settlement agreements remain between the relevant parties.
Account holders must be 18 or over and authorised to act for their venue, artist or organisation. A band can include younger members: a parent, guardian or authorised adult manager must manage its account and purchases. Do not create a login for a child or share an adult login with them. Use only the information needed to organise the show, particularly for younger performers.
Provide accurate details, keep your login secure and report suspected misuse. A directory listing does not establish ownership or authority; we may check claims. You are responsible for actions you authorise and taking reasonable care of your login. This does not remove our own security obligations.
2. Free and paid access
Basic profiles, technical specifications, diaries and basic advancing are free. Venue Premium includes PRS draft returns, costing and settlement tools, shared availability, ticket-count integrations, branded specification PDFs and venue team access. Artist and promoter plans describe their own Premium tools on the relevant pricing page. Purchase only on the basis of features currently available, not possible future additions.
Venue Premium costs £30 per month per venue, including its rooms. An eligible introductory code reduces this to £15 per month for the first 12 months of the subscription, then £30 per month. It is a paid discount, not a free trial. Offer eligibility is checked before payment; checking a code does not reserve it or start a subscription.
Artist Premium costs £15 per month or £30 for a non-renewing 90-day Tour Pass. Promoter Premium costs £20 per month or £40 for a non-renewing 90-day Tour Pass. Artist and promoter upgrades cover the purchasing workspace owner and their team across that owner's tours or programme. Venue, artist and promoter subscriptions are separate.
All prices are in GBP. We are not currently VAT registered and do not add VAT. If our tax status or prices change, we will disclose the total payable and notify affected subscribers before a change takes effect. Stripe handles payments on its hosted checkout.
Monthly subscriptions renew automatically until cancelled. Cancel through Billing & upgrades → Manage billing before the next renewal, or contact us for help. Cancellation stops future renewals; access continues until the paid period ends unless a refund ends it sooner. Closing an account must also include cancelling its subscription; contact us and we will handle both.
Tour Passes start on payment, last 90 days and do not renew. Each account is limited to two passes in any rolling 12 months, shared across artist and promoter passes. Fully refunded passes do not count. Monthly plans remain available for more frequent use.
When Premium expires, all Premium functions, including viewing, editing and exporting Premium-only records, are locked. Those records are retained under the Privacy policy and become available again when the appropriate Premium access is restored. Free functions continue. Downloaded copies cannot be recalled; statutory data rights remain available without paying for Premium.
3. Refunds and billing problems
For an initial subscription purchase or a Tour Pass, tell us within 14 days of purchase if you change your mind and we will give a full refund, even if you have started using it. Access starts immediately; this policy does not ask you to waive any statutory cancellation right.
For an accidental monthly renewal, contact us within 14 days of the charge. We will normally refund it in full if Premium has not been materially used during the renewed period. We also consider genuine mistakes outside these periods fairly and refund duplicate or incorrect charges. This additional renewal policy does not limit any stronger legal right.
If a material service problem prevents you using the Premium features you paid for, contact us so we can investigate and put it right. Where it cannot be fixed within a reasonable time, we will offer an appropriate refund for the affected period, up to a full refund where the purchase was unusable. Credits are optional; you do not have to accept a credit instead of a refund you are entitled to.
Email hello@venuetrue.co.uk with the account email, approximate payment date and what went wrong. A receipt reference helps but is not required. Do not send card details or passwords. We aim to acknowledge within five working days and decide straightforward requests within ten working days. We issue approved refunds to the original payment method within 14 days, or sooner where the law requires; your bank may take additional processing time. A full refund ends the refunded access and we confirm whether any future subscription renewal has been cancelled.
Consumers retain all applicable cancellation rights and remedies for services not supplied with reasonable care and skill. These voluntary refund arrangements also apply to business customers.
4. Diary entries and sharing
A pencil is provisional. A shared-calendar request does not reserve a date and approval of a pencil is not a confirmed booking. A confirmed diary entry does not replace contracts, deposits or checks between the parties. Calendar blocking currently applies to a room/date rather than timed slots; check changeovers, load-in, doors, curfew and capacity with the venue.
Share links and passwords only with intended recipients and revoke them when no longer needed. Recipients can forward links or download copies. Revoking access cannot recall copies already made. Check permissions before inviting people or publishing availability.
5. Uploaded content
You retain ownership of your songs, riders, photographs, logos and other content. You give us limited permission to store, process, format, back up and share it as necessary to provide the service on your instructions. We do not acquire ownership or permission to use private content for advertising.
You are responsible for having the rights and lawful basis to upload and share information, including guest names, its accuracy, and telling affected people how it will be used. Add only the name, party size and door note needed to administer a guest list. Avoid unnecessary contact details, medical information, identity documents and information about children. Dietary or accessibility details can reveal sensitive information: only include what is necessary with an appropriate legal basis and restricted recipients.
We do not pre-approve or independently verify every upload. Report suspected unlawful, infringing or harmful content to our contact email with its location and the concern. We will assess reports and may restrict or remove content where appropriate. Uploaders' responsibilities do not exclude our own legal duties, our processing obligations or liability for our own conduct.
6. Calculations and professional checks
Review imported dates, times, ticket reports and spreadsheet changes before applying them. A venue specification marked “checked” has been checked by that venue, not independently certified by us. Safety, capacity and accessibility must be verified with the responsible venue.
Ticket reports rely on the source provider, reporting date, allocation and refunds supplied. They may lag behind sales or duplicate another source. Reconcile against the ticket agent's final statement. Financial sheets are working calculations: check the agreed guarantee, percentage, gross/net basis, deductions and payments with the parties. An estimate is not accounting advice, an invoice or proof of an agreed settlement. Simple break-even figures do not solve every percentage deal or calculate tax.
PRS outputs are draft estimates and return packs, not PRS approval or a submission service. Check the supported tariff edition against your actual licence, the chargeable receipts and deductions, repertoire declarations, minimum charges and any applicable tax or adjustments. Missing setlists or incorrect inputs can change the result. The venue remains responsible for checking the final return, meeting reporting deadlines and submitting/paying PRS through its required process. We remain responsible for supplying our software with reasonable care and skill, including investigating reported calculation defects.
7. Acceptable use and suspension
Do not impersonate others, access records without permission, upload malware or unlawful material, harass users, scrape private contacts or send unsolicited marketing using the service. We may restrict an account or content where reasonably necessary for security, unlawful use, material breach or unpaid fees. We will normally explain why, allow a reasonable opportunity to remedy a problem and provide a way to challenge the decision by email. Urgent security or legal restrictions may require immediate action or limit what we can disclose.
Suspension does not automatically erase records. Where safe and lawful, we will help you retrieve your own data. If we end a paid service for reasons unrelated to your breach, we will refund unused prepaid access. Refund decisions following a breach will be proportionate and will respect mandatory rights.
8. Availability and liability
We provide the service with reasonable care and skill, but do not promise uninterrupted availability. Maintenance, faults and suppliers can interrupt access. We will give reasonable notice of planned material interruptions where practicable. Keep your own copies of essential show documents and use another channel for urgent show-day instructions.
We are responsible for loss caused by our breach that is reasonably foreseeable, subject to the law. We do not take responsibility for another party's independent booking decisions, performance or unlawful uploads merely because they used the platform. Nothing excludes liability for our fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any liability or consumer right that cannot lawfully be excluded. These terms do not make users bear losses caused by our own failure to meet our legal obligations.
9. Data processing for organisations
For personal data we process solely to provide an organisation's workspace on its instructions, that organisation is the controller and we are its processor. Processing covers hosting, organising, sharing, exporting and deleting contact details, show records, riders, setlists and related documents concerning its staff, performers, collaborators and contacts for the duration of the service and the agreed return/deletion period. The controller is responsible for lawful instructions and an appropriate basis, including any additional condition for sensitive information.
We process that data only on documented instructions, including the settings and sharing actions in the service, unless law requires otherwise; in that case we inform the controller unless legally prohibited. Authorised personnel must keep it confidential. We apply appropriate technical and organisational security, notify the controller of personal-data breaches without undue delay, and reasonably assist with rights requests, security, impact assessments and regulator enquiries.
You generally authorise the relevant hosting and communications processors listed in our Privacy policy. We must impose equivalent data-protection obligations on them and remain responsible for their processing obligations. We will give at least 30 days' notice of intended material additions or replacements where practicable, allow reasonable data-protection objections and work to resolve them; if no suitable solution is available, you may end the affected service and receive a refund of unused prepaid access.
At the end of the service we will, at the controller's choice, return or delete its personal data and copies, except information legally required to be retained. Backup copies remain protected and are removed through the applicable backup cycle; they are not used for ordinary business purposes. We provide information needed to demonstrate compliance and permit proportionate audits, including by an appointed auditor, with arrangements protecting other customers and system security. We will notify you if we believe an instruction infringes data-protection law. These obligations supplement the Privacy policy; they do not apply to information we lawfully process as an independent controller.
10. Complaints, law and changes
Contact hello@venuetrue.co.uk for complaints, cancellation, refunds or account closure. We aim to acknowledge within five working days, investigate fairly and explain the outcome and next steps. Privacy complaints follow the process in the Privacy policy. You remain free to use the courts or an applicable statutory complaints route.
These terms are governed by the law of England and Wales. Business disputes are subject to the courts of England and Wales. Consumers retain the protections and rights to bring proceedings in their home courts that mandatory law gives them.
We will explain material changes affecting existing agreements in advance and give at least 30 days' notice of price changes where practicable. Changes will not retrospectively remove accrued rights. You may cancel renewal before a change applies. Where an adverse service change substantially reduces prepaid access, contact us for a proportionate refund. Necessary urgent legal or security changes may take effect sooner. The date above identifies this version.