Terms of Service

1. Nature of Services: Capacity of Kulushi

Kulushi acts in one of two distinct capacities depending on the specific transaction. The applicable capacity for your order will be stated on the quote, order confirmation, or invoice. Where not expressly stated, the order is deemed an Agency Transaction.

1.1 Principal Transactions (Authorised Seller)

For select ticket inventory, Kulushi sells directly to you as principal and authorised seller or reseller, on its own account ("Principal Transaction"). In a Principal Transaction:

• The contract for the sale of the ticket is between you and Kulushi directly.
• Kulushi is responsible for delivering a valid, genuine, and functioning ticket in accordance with the stated delivery method and timeline.
• Kulushi is not responsible for the staging, conduct, cancellation, postponement, or quality of the underlying event, which remains governed by the event organiser's own terms.

1.2 Agency Transactions (Concierge Sourcing)

For concierge-sourced tickets and for all hospitality, travel, and bespoke services, Kulushi acts solely as your agent to source and arrange the relevant service from third-party suppliers ("Agency Transactions"). In an Agency Transaction:

• The contract for the ticket or service is between you and the third-party supplier, not Kulushi.
• Kulushi will use reasonable care in selecting reputable suppliers and placing orders in line with your instructions.
• Kulushi does not guarantee the suitability, authenticity, or quality of tickets or services provided by third parties beyond what is stated by the original provider.

1.3 No Endorsement or Affiliation

Event names, titles, and trademarks mentioned in connection with our services are the property of their respective owners. Kulushi is not affiliated with, sponsored by, or officially connected to any event organiser, venue, or ticket issuer unless expressly stated in writing. Use of such names is for identification purposes only.

2. Requests, Bookings, and Order Process

To request tickets or services, you provide event details and any specific requirements. Requests are subject to availability, and Kulushi reserves the right to refuse any request at its sole and absolute discretion.

We will provide a quote detailing available options, pricing, applicable fees, and the applicable capacity (Principal or Agency). Your booking is confirmed only once we have received your written acceptance and the required payment in full. Quotes are valid for a limited time due to the dynamic nature of ticket availability and pricing.

For Agency Transactions, a binding contract for the ticket or service is made directly between you and the third party supplier upon confirmation and payment, subject to the terms and conditions of the third party supplier. Kulushi only facilitates but is not itself a party to that sale. For Principal Transactions, the contract for the ticket is directly with Kulushi.

You confirm that all information you provide to either Kulushi or the third party, including but not limited to contact details, attendee names, delivery address and payment information, is accurate and complete. Kulushi is not responsible for issues arising from inaccurate details you provide.

3. Pricing, Fees, and Payment

Prices may be above original face value and may include a concierge or service fee covering sourcing, client support, vendor handling, and facilitation. Where shown as a single total, the absence of a separate service fee line does not by itself determine whether a transaction is Principal or Agency, the capacity is as stated on the order confirmation. All prices are clearly communicated before you confirm; once confirmed and paid, the price is locked in for that booking.

Unless otherwise agreed in writing, full payment is due immediately upon confirmation. Kulushi is under no obligation to hold tickets until full payment is received and cleared. Prices are quoted and payable in AED or USD unless otherwise agreed. You are responsible for cleared funds net of transaction charges. Any shared bank fee arrangements must be set to "OUR" so Kulushi receives the full invoice amount, including any relevant tax.

Payments are processed via Stripe or another designated payment channel. Upon full payment, Kulushi will provide a receipt or confirmation; a formal tax invoice can be supplied on request.

4. Delivery of Tickets and Services

Tickets may be delivered electronically (e-ticket or download link), via mobile app/QR code, or as physical passes via courier or on-site pickup, depending on the event and supplier. Delivery timing depends on when the organiser or supplier releases tickets and, for high-profile events, may occur only a day or two before the event. Kulushi is not responsible for delays caused by organisers or suppliers.

Where physical tickets are shipped, risk of loss or damage passes to you upon handover to the courier or postal service. Where collection is required at a venue or designated location, you are responsible for collecting as instructed, at your own risk if you fail to do so.

On receipt, you should verify tickets match your order (event, date, quantity, category). Report discrepancies immediately, we cannot guarantee resolution if notified last minute or after the event.

Possession of a ticket guarantees only the right to use it for entry subject to the organiser's rules. Kulushi does not guarantee admission to the venue; denial of entry for failing to meet venue requirements does not entitle you to a refund from Kulushi.

5. Cancellations, Refunds, and Exchanges

Full cancellation and refund terms are set out in Kulushi's standalone Refund & Cancellation Policy, incorporated into these Terms by reference and available at www.kulushi.ae/refunds. In summary: once a booking is confirmed and paid, all sales are final. For Agency Transactions, refunds follow the third-party supplier's or organiser's policy, and Kulushi passes through any refund it actually recovers, less non-recoverable service fees. For Principal Transactions, Kulushi processes any refund due directly, to the extent recoverable from the organiser or its own inventory position. Kulushi's service fees are non-refundable in all cases unless expressly stated otherwise.

6. Client Responsibilities and Usage Restrictions

You agree and acknowledge that tickets are for personal use only. There is no unauthorised resale, redistribution, or transfer of tickets for profit. Unauthorised resale may result in ticket invalidation with no refund from Kulushi.

You agree to comply with all event, venue, and organiser rules, including age, conduct, and security requirements, where Kulushi may report suspected fraud to the authorities and refuse future service.

You agree to timely provision of any documentation or identification required for entry or delivery, including authorisation forms where a third-party card is used.

7. Disclaimer of Warranties

Kulushi makes no guarantee or warranty regarding the performance, quality, or content of any event, and is not responsible if an event is modified from what was advertised or otherwise fails to meet expectations. Services are provided using reasonable care and skill on an "as available" basis. Kulushi does not warrant that every request results in successful procurement. To the fullest extent permitted by law, Kulushi disclaims all other warranties, express or implied, including merchantability and fitness for a particular purpose.

8. Limitation of Liability

For Agency Transactions, Kulushi is not liable for any act, omission, or breach by the third-party supplier or event organiser; remedies are limited to those available against that supplier under its own terms.

For Principal Transactions, Kulushi's liability is limited to delivering a valid ticket; Kulushi is not liable for the organiser's staging or conduct of the event itself.

Kulushi is not liable for indirect, incidental, special, punitive, or consequential losses, including lost opportunities, travel or accommodation expenses, or emotional distress.

Kulushi's maximum aggregate liability for any order shall not exceed the total fees or price paid to Kulushi for that specific order. For claims not tied to a specific order, the cap is AED 1,000 (or USD 272 equivalent), whichever is lower.

Nothing in these Terms limits liability that cannot be limited under UAE law.

9. Indemnification

You agree to indemnify, defend, and hold harmless Kulushi and its officers, directors, employees, and agents from claims, liabilities, losses, or costs arising from your use of the services, your breach of these Terms or applicable law, or your violation of third-party rights, save to the extent caused by Kulushi's own gross negligence or wilful misconduct. This indemnity survives termination of these Terms.

10. Intellectual Property

All content on Kulushi's website, communications, and documents, including but not limited to text, graphics, logos, and software, is the property of Kulushi or its third party licensors and may not be copied, distributed, or repurposed without prior written consent. Event names, logos, and trademarks referenced in connection with our services remain the property of their respective owners and are used for identification purposes only.

11. Privacy and Data Protection

Kulushi collects and processes personal data in accordance with its Privacy Policy, incorporated into these Terms by reference and available at www.kulushi.ae/privacy. Personal data may be shared with third parties (ticket vendors, organisers, hospitality providers, payment processors) strictly as necessary to fulfil your request. By using our services, you consent to your personal data being shared to fulfil your request and to receiving service-related communications electronically.

12. Changes to These Terms

Kulushi may modify these Terms at any time. Material changes will be posted on the website with an updated "Last Updated" date; continued use after changes constitutes acceptance. The Terms in effect at the time of a confirmed booking apply to that transaction.

13. Governing Law and Dispute Resolution

These Terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Abu Dhabi. The parties will first attempt in good faith to resolve any dispute amicably; unresolved disputes are subject to the exclusive jurisdiction of the competent courts of Abu Dhabi, UAE, without prejudice to any mandatory consumer rights you may have.

14. Miscellaneous Provisions

Entire Agreement: these Terms, together with any quote or invoice, form the entire agreement for that transaction and supersede all prior communications on the subject.

Severability: any invalid provision in these Terms is severed without affecting the remainder.

No Waiver: failure to enforce a right on one occasion is not a waiver of it.

Assignment: Kulushi may assign these Terms as part of a reorganisation or sale, provided your rights are not materially affected; you may not assign without Kulushi's written consent.

Language: these Terms are drafted in English, which prevails over any translation.

Notices: notices to Kulushi should be sent to support@kulushi.ae; notices to you will be sent to the contact details you provided.

15. Contact

Questions about these Terms can be directed to support@kulushi.ae.