Terms & Conditions

389 Tickets is a subsidiary of 389 Group Ltd.

By accessing the platform, buying tickets, or selling tickets for events, matches or trips, you agree to these terms. In these terms, "we", "us", and "our" refer to 389 Group Ltd operating 389 Tickets.

1. Our role

389 Tickets operates solely as an online ticket sales and resale platform. We are not an event organiser, promoter, venue operator, producer, football club, bus operator or travel agency.

We sell tickets on behalf of event organisers, promoters, venues, football clubs and match organisers, bus operators and travel agencies ("Event Partners"). The Event Partner is responsible for delivering the event, match or trip described on the listing, including the venue, stadium or bus, and for refunds to its buyers.

2. Platform use

• You must provide accurate account information and keep your credentials secure.
• You may not misuse the platform, interfere with ticket sales, or attempt unauthorized access.
• Unlawful resale or attempted unlawful resale of a ticket may result in cancellation without refund.
• We may suspend accounts that violate these terms or applicable law.

3. Ticket purchases (buyers and passengers)

• Prices, fees, and taxes shown at checkout are final for that order unless otherwise stated.
• It is your responsibility to check your order details before completing payment. Mistakes cannot always be rectified.
• Tickets are for personal use unless the Event Partner explicitly allows transfers.
• For bus trips, you choose seats and give a name and phone number for each passenger. These details must be accurate: they appear on the ticket and on the operator's passenger list, and the operator may ask passengers to show ID when boarding. Seats are held only for a short time while you pay.
• Football tickets are sold per stand. Seating inside a stand is unreserved unless the listing says otherwise, and entry is subject to stadium capacity and rules.
• All ticket sales are final and non-refundable. Buyers may not cancel, return, or exchange tickets unless explicitly stated otherwise in the event listing or required by applicable law.
• Refunds are the responsibility of the Event Partner who runs the event, match or trip (the organiser, club, bus operator or travel agency), not 389 Tickets. Refund requests must be directed to them. 389 Tickets may help with communication but has no obligation to process, approve, or deny refunds. See our Refund Policy for more detail.
• When you receive your tickets, keep them in a safe place. We are not responsible for lost, stolen, damaged, or destroyed tickets.
• If we discover a pricing error after you order, we will contact you to reconfirm at the correct price or cancel the order. If you cancel after paying an incorrect price, you will receive a full refund from us.

4. Events, matches and trips: changes, cancellations and rules

• Events, matches and trips may be cancelled, rescheduled or changed by the Event Partner. We will use reasonable efforts to notify ticket holders once the Event Partner tells us, but we do not guarantee notice before the date.
• It is your responsibility to confirm whether an event, match or trip has been cancelled or changed.
• For bus trips, the bus operator or travel agency is responsible for carrying passengers, including departure times, the bus used, luggage, safety, delays and breakdowns. Arrive at the boarding point in good time; the bus may leave without passengers who are late.
• Tickets are subject to the rules of the venue, stadium, operator and Event Partner, including admission, boarding and security searches.
• The venue or Event Partner may alter or vary the programme due to circumstances beyond its reasonable control without being obliged to refund ticket prices.
• Every effort will be made to admit latecomers at a suitable break, but admission cannot always be guaranteed.
• The venue, Event Partner, and 389 Tickets accept no responsibility for personal property.
• Liability of the venue, Event Partner, and 389 Tickets for any claim relating to a ticket is limited to the face value of the ticket purchased plus applicable booking or service fees, to the fullest extent permitted by law.
• Unless otherwise agreed in writing between 389 Tickets and the Event Partner, 389 Tickets will retain its service, platform, and booking fees for all tickets sold, even in the event of cancellation, postponement, or rescheduling.

5. Event Partners: commission, fees and online sales

When you sell tickets online through 389 Tickets, the following commercial terms apply to amounts collected through our checkout:

• Platform commission: A commission percentage per online ticket sale is agreed before a listing is approved. The commission is collected from the customer and is not taken from the ticket price. When 389 Tickets handles collection for you, your available balances are listed by payment provider on Payouts, for example via OneKhusa or PayChangu. When sales are paid into your own account, the same commission is invoiced to you as platform fees and expenses to remit, and you can see it under Billing in your dashboard.
• Platform fee: A one-time platform fee per listing (event, match or trip) must also be agreed before approval. It is invoiced and paid separately by the organiser before the listing is published, and is not deducted from your ticket sales revenue. The platform fee is non-refundable.
• Fee review: Platform fees and commission rates are set by 389 Tickets during review, based on your listing and the total tickets or seats available for sale.
• Payment processing: OneKhusa payment provider fees (collection on ticket sales and bank disbursement on payouts) are borne by the organiser, in addition to the platform commission, and are not refundable. Use the payout calculator for estimates before requesting a transfer.
• Non-refundable fees: Platform fees and payment provider charges are not refundable to Event Partners. This includes the one-time platform fee, the agreed commission on tickets sold, and payment provider charges for collecting payments and sending payouts, even if a listing is cancelled, postponed, rescheduled, unpublished, or sells fewer tickets than expected, and even where the Event Partner refunds its buyers.
• Refunds to buyers: Refunds to your ticket buyers and passengers are your responsibility, including when you cancel, postpone, reschedule or change an event, match or trip. Where you authorise a refund and 389 Tickets agrees to process it, the amount is taken from your balance (or deducted from future payouts or invoiced if already paid out), and the payment provider's charge on the original payment remains your cost.
• Net sales: Your balance reflects online ticket revenue (the full ticket price, since the buyer pays the agreed commission on top) minus payment processing costs, approved cancellation refunds, and chargebacks. One-time platform fees are paid separately and are not deducted from your ticket revenue.
• Event Partners are responsible for accurate prices, dates, venues, stands, bus details and seat counts, and for compliance with local regulations, including any licences needed to run the event, match or transport service. Passenger names and phone numbers may only be used to run the trip. Online ticket sales through 389 Tickets follow our all-sales-final policy unless an exception is explicitly stated in the event listing or required by applicable law.
• Unless otherwise agreed in writing, 389 Tickets retains its service, platform, and booking fees on all tickets sold, including if an event is cancelled, postponed, or rescheduled.

6. Payouts to Event Partners

• Request payouts from your organiser dashboard when you have eligible online ticket revenue. Approved payouts are disbursed to your registered bank account within 24 to 48 hours.
• Payouts are sent by bank transfer in MWK to the payout account verified in your organiser profile.
• Minimum payout threshold: MK 50,000 net balance unless otherwise agreed in writing. Bank transfer fees are excluded from the minimum payout threshold and are borne by the organiser.
• We may withhold payouts when fraud is suspected, chargebacks are pending, or required by law.
• Payout statements are available in your organiser dashboard.

7. Listing approval

Events, matches and trips require review before publication on 389 Tickets. Commission rates and platform fees must be agreed between you and 389 Tickets before a listing is approved. The platform fee must be paid before your listing is published and is not refunded. We reserve the right to reject or remove listings that are misleading, unlawful, or harmful to the platform, buyers or passengers.

8. Official ticket resale

389 Tickets may offer an official resale marketplace where ticket holders can list eligible tickets for sale to other users. Resale is optional and subject to these additional terms.

• You may list at most 2 tickets for resale per event. Resale is limited to paid online tickets that are valid and have not been checked in.
• Resale listings are final and non-refundable. Once listed, you cannot claim a refund for the original ticket purchase through the resale process.
• If a listed ticket is not purchased before the event starts, the listing expires, the ticket becomes invalid, and no refund will be issued.
• 389 Tickets charges a 10% platform fee on successful resales. Sellers receive the remainder after platform and payment provider fees.
• Resale prices may be set below face value, and may not exceed 20% above the ticket's face value. Unlawful resale outside this marketplace may result in ticket cancellation without refund.

9. Limitation of liability

To the fullest extent permitted by law, 389 Group Ltd is not liable for indirect or consequential damages arising from platform use. Our total liability for any claim relating to the service is limited to fees paid to us in the twelve months preceding the claim.

10. Governing law

These Terms are governed by the laws of the Republic of Malawi.

11. Contact

Questions about these terms: [email protected] or visit our Contact Us page.