Terms & conditions

These Terms and Conditions (“Terms”) govern Hidden Circle’s website, its Hidden Circle mobile application (the “Hidden Circle App”), membership services, events and ticket purchases, including purchases through authorised external ticketing platforms. The provisions that apply depend on the service and sales channel you use.

Please read the applicable Terms and event information before creating an account, purchasing a ticket or attending an event. Sections 1 and 2 explain how the Terms apply.

1. About Hidden Circle

1.1 Hidden Circle is operated by:
Hidden Circle Limited
Company number: 17415682
Registered in England and Wales.
Registered office: 95 Somerset Avenue, Luton, Bedfordshire, LU2 0PL, United Kingdom
Email: hello@myhiddencircle.com
Website: myhiddencircle.com
In these Terms, “Hidden Circle”, “we”, “us” and “our” mean Hidden Circle Limited. “You” and “your” mean the person using the Hidden Circle services, purchasing a ticket, creating an account or attending an event.

1.2 Hidden Circle organises and promotes electronic music events, including public events and member-only events. These Terms cover our event and ticketing services, website, Hidden Circle App and membership services, as applicable to the service you use.

1.3 Tickets may be sold directly by Hidden Circle or through authorised third-party ticketing platforms, such as Resident Advisor (RA). The event listing and purchase information will identify the sales channel and any additional conditions that apply. Using an external ticketing platform does not remove Hidden Circle’s responsibilities as the event organiser.

1.4 The account, invitation and membership provisions apply when you use those services. Public events do not require a Hidden Circle App account or invitation. Any member-only event will be clearly identified, with its membership requirements explained before purchase.

2. Acceptance of these terms

2.1 We make the applicable Terms available before you create a Hidden Circle App account or purchase a ticket. You accept the account Terms when registering and separately agree to the Terms for each app ticket purchase. The provisions relevant to that service apply. Event entry conditions are provided with the event or ticket information before purchase.

2.2 If you do not agree to these Terms, you must not create an account, purchase tickets or use the relevant Hidden Circle services.

2.3 Where an event and its sales channel allow purchases for other people, you must make the relevant event rules and entry requirements available to each attendee. An attendee must satisfy those requirements. Buying a ticket for another person does not give them a Hidden Circle App account, membership or access to member-only services.

3. Eligibility

3.1 All Hidden Circle events are strictly for people aged 18 or over. This applies to every event, including public and member-only events, regardless of where a ticket is purchased. No person under 18 will be admitted, even if accompanied by an adult. There are no under-18 exceptions.

3.2 You must be aged 18 or over to create a Hidden Circle App account or become a member. Each attendee must be aged 18 or over on the date of the event, including where a ticket has been purchased for them by another person. You must also comply with any additional purchase conditions imposed by the relevant ticketing platform.

3.3 We may ask to view reasonable evidence of age and identity before granting admission, to verify that an attendee is aged 18 or over. At the entrance, we do not photograph, scan or keep copies of identification documents, or record the details shown on them.

3.4 We will refuse entry to anyone under 18, or anyone who cannot demonstrate that they are aged 18 or over when asked to provide evidence. Holding a ticket does not override this requirement.

4. Hidden Circle accounts

4.1 A Hidden Circle App account is required for membership and services available to members. You can purchase tickets to a public event through an authorised external platform without creating a Hidden Circle App account. The platform may require its own account.

4.2 You are responsible for providing accurate and current information when creating and maintaining your account.

4.3 You must keep your login credentials confidential and must not knowingly allow another person to access your account.

4.4 You are responsible for account activity that you authorise. You are not automatically responsible for unauthorised activity solely because it happened before you notified us. Responsibility for any loss depends on the circumstances and applicable law.

4.5 You must notify us promptly if you believe that your account has been accessed without your permission.

4.6 We may suspend or restrict an account where we reasonably believe that:

• the account has been compromised;
• false or misleading information has been provided;
• the account is being used fraudulently;
• these Terms have been breached;
• applicable law requires us to do so; or
• suspension is reasonably necessary to protect Hidden Circle, other users or third parties.

5. Invitations and access codes

5.1 Hidden Circle App registration requires a valid invitation code. Invitations are separate from public-event ticket sales, which do not require an app account.

5.2 An invitation code is intended for the person to whom it has been issued or legitimately transferred in accordance with any instructions provided by Hidden Circle.

5.3 Invitation codes:

• are unique and can be used for one registration only;
• expire fourteen days after issue for newly issued codes;
• may be withdrawn;
• may not be sold unless expressly authorised by Hidden Circle; and
• may not be used fraudulently or deceptively.

5.4 Hidden Circle may invalidate an invitation code where we reasonably believe it has been obtained, shared, sold or used improperly.

5.5 Possession of an invitation code does not guarantee entry to any particular event.
Event tickets are subject to separate availability and purchase requirements.

5.6 Ordinary members with confirmed email and active account access have three referral places per account. Active unused codes reserve places. A successful signup permanently uses a place, even before the invited person confirms their email. The allowance does not reset periodically.

5.7 An unused expired code frees its place so you can create a new invitation. Members cannot cancel their codes. Deleting an invited account does not restore a used place. Staff and administrators have separate operational invitation permissions.

5.8 Deleting the inviter’s account does not cancel unused codes before their expiry or withdrawal. Registering again requires a fresh invitation and does not restore the old account’s referrals.

6. Membership

6.1 Hidden Circle membership does not itself constitute a ticket to any event.

6.2 Unless expressly stated otherwise, membership is free.

6.3 Membership does not guarantee:

• access to a particular event;
• availability of tickets;
• priority entry;
• access to artists;
• access to specific areas of a venue; or
• any minimum number of events.

6.4 We may modify, suspend or discontinue membership features where reasonably necessary to operate or improve the service, subject always to applicable law.

7. Events and tickets

7.1 Event information will be provided through Hidden Circle and/or the relevant ticketing platform.
This may include:

• event name;
• date;
• venue;
• opening time;
• ticket price;
• the strict 18+ age restriction;
• lineup;
• event description;
• entry requirements; and
• other relevant information.

7.2 You should check the event information before purchasing a ticket.

7.3 Event tickets are subject to availability.

7.4 A valid ticket entitles the named or authorised ticket holder to admission to the advertised event, subject to the disclosed entry conditions and reasonable safety and security requirements. These include:

• these Terms;
• the applicable event rules;
• venue rules;
• security requirements; and
• any reasonable instructions issued by Hidden Circle or the venue.

7.5 Entry may be refused for the reasons described in section 16. If a valid ticket holder meets the advertised entry requirements but cannot be admitted because we have oversold the event or cannot provide the purchased admission, they are entitled to a refund under sections 10 and 27. This does not limit any other legal remedy.

7.6 Purchase limits, eligibility, ticket delivery and any permitted purchases for guests depend on the event and sales channel and will be shown before purchase. Hidden Circle App tickets are currently issued to the purchasing member, with one ticket per member per event. This does not prevent authorised external platforms from offering purchases for more than one attendee where their rules allow it.

8. Ticket prices and fees

8.1 Whenever we advertise or offer a ticket with a price, we will show the total price payable before purchase. Unavoidable booking, service or transaction fees that we charge, where they can reasonably be calculated, are included in that total. A ticket platform may show its own fee in its purchase process.

8.2 The total price will be shown clearly before you place your order. Any fee breakdown will accompany that total; mandatory charges will not be introduced only at the final checkout step. Optional extras and their prices will be identified separately and require your agreement.

8.3 Some events or sales channels may offer different ticket tiers, release prices or discounts. Availability and the conditions of each offer will be shown before purchase. Not every event or Hidden Circle App purchase will offer these options.

8.4 A ticket purchased at an earlier release price does not entitle the purchaser to a refund of the difference if a later release is offered at a lower price, unless otherwise required by law.

8.5 Promotional pricing, discount codes and limited ticket releases may be subject to additional conditions stated at the time of purchase.

9. Payment

9.1 Public-event admission may be paid for in cash at the entrance or by card using a card reader, subject to availability and the advertised entry conditions. Online tickets may be sold through authorised ticketing platforms or, where offered, directly through the Hidden Circle App. The applicable payment methods and total price will be shown before you pay.

9.2 You must provide valid payment information and have authority to use the relevant payment method.

9.3 We may refuse or cancel a transaction where we reasonably believe that:

• the transaction is fraudulent;
• payment has not been authorised;
• the transaction is duplicated;
• a technical error has resulted in an incorrect charge; or
• the transaction would otherwise breach applicable law.

9.4 If payment is taken but no corresponding ticket or admission is provided, contact the original ticketing platform or Hidden Circle support with the event details and any available transaction reference or proof of payment. We will investigate and arrange either fulfilment of the purchased admission or a refund of the unfulfilled payment, including mandatory fees for a direct purchase. If we cannot fulfil the purchase, we will arrange a refund. For external purchases, section 10.2 applies to platform fees. This does not limit your legal rights.

9.5 If you are charged more than once for the same transaction, we will refund the duplicate payment once the duplication has been verified.

9.6 Where a payment is disputed through a card issuer or payment provider, we may review the transaction and relevant records before issuing any additional reimbursement, in order to prevent duplicate refunds.
Nothing in this section prevents you from exercising any statutory rights you may have.

9.7 App checkout reserves one place at the displayed price and shows the reservation deadline. A new checkout may have a different price. Expiry prevents starting a new payment for that reservation, but a payment already in progress may still complete at its saved price.

9.8 Closing the app or leaving the payment form does not cancel a payment. If you choose Cancel checkout, a payment already in progress may still complete until cancellation is confirmed. Cancelling checkout does not itself refund a completed payment.

9.9 A bank debit or payment confirmation alone does not establish that an app ticket has been issued. Check the purchase status in the app. If payment was taken without a corresponding ticket or admission, section 9.4 applies.

10. Event cancellation by Hidden Circle

10.1 If Hidden Circle cancels an event, we will arrange a refund. For tickets purchased directly from Hidden Circle, we will refund the full amount paid, including any mandatory booking, service or transaction fees charged as part of the purchase.

10.2 For tickets purchased through an external ticketing platform, refunds will be handled through that platform under its purchase and refund policy, subject to your statutory rights and Hidden Circle’s own legal obligations. The treatment of the platform’s booking, service or transaction fees follows its disclosed policy; those fees may be retained where lawful. A platform’s policy cannot remove any refund or remedy you are entitled to by law.

10.3 A ticket refund does not automatically include separate travel, accommodation or other personal expenses. This does not exclude compensation for foreseeable loss caused by our breach of these Terms or failure to use reasonable care and skill, or any other remedy required by law. See section 29.

11. Event rescheduling

11.1 If an event is moved to a different date, Hidden Circle will notify affected ticket holders as soon as reasonably practicable.

11.2 If an event moves to a different date, you may request a refund instead of attending on the new date. Direct purchases will be refunded in full, including mandatory fees. Refunds for external purchases follow section 10.2. If you wish to attend the new date, we will explain whether your existing ticket remains valid or how a replacement ticket will be issued.

11.3 We will explain how to request a refund when we announce the date change. For a direct purchase, contact hello@myhiddencircle.com with the event details and any available purchase reference or proof of payment. For an external purchase, follow the original platform’s refund process or contact us if you need help. Any request deadline will be clearly communicated with reasonable time to respond and will not restrict statutory rights.

11.4 A replacement date depends on venue, artist and operational availability. If the event is ultimately cancelled, section 10 applies. A refund request following a date change is for an unused ticket; this does not affect remedies for problems with an event you attend.

12. Event changes

12.1 We may make reasonably necessary minor changes to running order, set times, supporting artists, production, or the room or entrance used at the same venue, provided these do not materially alter the advertised event.

12.2 Minor changes do not, by themselves, entitle you to a refund. Whether a lineup or venue change gives you a right to a remedy depends on what was advertised and agreed and the effect of the change. Section 12.1 does not permit changes that materially alter the event.

12.3 We will publish relevant changes in the event information as soon as reasonably practicable and notify affected ticket holders directly or through the original ticketing platform where contact details are available.

12.4 If the event is cancelled, section 10 applies. If it moves to another date, section 11 applies. If an event is interrupted or ends early, section 15 applies.

12.5 If we fail to provide the event as contractually agreed, you may be entitled to a refund, price reduction or another remedy under consumer law. Nothing in this section excludes or limits those rights.

13. Customer cancellation and non-attendance

13.1 Unless otherwise stated for a particular event or required by applicable law, tickets are non-refundable where a customer simply changes their mind or does not attend the event.

13.2 Tickets for a leisure event on a specific date do not normally carry the 14-day change-of-mind cancellation right that applies to many online purchases. This does not affect the cancellation, date-change or other refund rights explained in these Terms.

13.3 Nothing in this section excludes or limits any statutory consumer right that applies to the particular purchase.

13.4 Where a customer believes that exceptional circumstances apply, they may contact Hidden Circle support.
Any exception is discretionary unless the customer has a legal right to a remedy.

14. Statutory consumer rights

14.1 Nothing in these Terms is intended to exclude, restrict or otherwise affect any consumer right, remedy or liability that cannot lawfully be excluded or restricted.

14.2 Where Hidden Circle provides a service to a consumer, applicable statutory standards relating to the performance of services continue to apply.
The Consumer Rights Act 2015 provides, among other things, that services must be performed with reasonable care and skill, and certain liability for statutory service obligations cannot be excluded.

14.3 Where consumer legislation gives you a right to a refund, repair, repeat performance, price reduction or another remedy, nothing in these Terms removes that right.

15. Event interruption

15.1 An event may occasionally be interrupted, delayed, partially suspended or ended early because of circumstances including:

• safety concerns;
• emergency situations;
• venue requirements;
• technical failure;
• artist circumstances;
• crowd management;
• weather;
• fire or evacuation requirements;
• instructions from emergency services;
• legal or regulatory requirements; or
• other circumstances reasonably requiring intervention.

15.2 Where an event is interrupted or a complaint is received after the event, Hidden Circle may review the circumstances and, where appropriate, provide a remedy in accordance with applicable law and these Terms.

15.3 Any remedy will depend on the circumstances, including:

• the nature and duration of the interruption;
• whether the event continued;
• whether the customer received substantial performance;
• the cause of the interruption; and
• any applicable legal rights.

15.4 Nothing in this section removes any statutory rights.

16. Event entry

16.1 A valid ticket holder who is aged 18 or over on the date of the event and satisfies the other advertised entry requirements is entitled to admission, subject to reasonable safety and security requirements. We will manage ticket sales against the event’s capacity. If we cannot provide the purchased admission through overselling or our own operational failure, section 7.5 applies.

16.2 You may be required to present:

• a valid ticket;
• proof of being aged 18 or over, when requested;
• valid identification; and/or
• other information reasonably required for admission.

16.3 The venue may apply its own entry procedures and conditions.

16.4 You must comply with reasonable instructions from:

• Hidden Circle staff;
• venue staff;
• security personnel;
• emergency personnel; and
• other authorised personnel.

16.5 We may refuse or withdraw entry where reasonably necessary because of:

• lack of valid ticket;
• being under 18, or being unable to verify that you are aged 18 or over when requested;
• fraudulent or duplicated ticket;
• intoxication or unsafe behaviour;
• violence or threats;
• harassment;
• illegal activity;
• possession of prohibited items;
• serious breach of venue rules;
• serious breach of these Terms; or
• a legitimate safety or security concern.

16.6 Where entry is refused because of the customer’s own conduct or failure to satisfy entry requirements, the customer will not normally be entitled to a refund, subject to applicable law.

16.7 For tickets purchased through the Hidden Circle App, entry requires an active account and a valid issued ticket for that event. Show My QR in the app at the entrance. Your purchase confirmation email records the purchase; it is not an entry ticket. Sections 31 and 32 explain the effect of account deletion or termination.

17. Customer conduct

17.1 You must behave in a way that does not:

• threaten or endanger another person;
• constitute harassment;
• involve discrimination or abuse;
• involve violence;
• materially disrupt an event;
• damage property;
• interfere with event production;
• interfere with staff or artists;
• involve unlawful activity; or
• otherwise create an unreasonable safety or operational risk.

17.2 Hidden Circle may remove a person from an event where reasonably necessary to protect:

• attendees;
• staff;
• artists;
• venue personnel;
• property; or
• the proper operation of the event.

17.3 Where removal results from the customer’s conduct, the customer will not normally be entitled to a refund.

18. Prohibited items and activities

18.1 Items and activities prohibited by the relevant venue or applicable law are not permitted.

18.2 Additional restrictions may apply to individual events.

18.3 You must comply with reasonable security checks and venue policies.

18.4 Hidden Circle may update event-specific prohibited-item information before an event where reasonably necessary.

19. Ticket transfers and resale

19.1 Unless expressly permitted, tickets must not be:

• fraudulently reproduced;
• duplicated;
• altered;
• used for commercial promotion without permission; or
• sold through unauthorised channels in breach of applicable law or ticket conditions.

19.2 Ticket transfer and resale are available only where the event and original sales channel permit them. Any authorised resale service, transfer process, identity requirement or restriction will be stated in the applicable ticket conditions. Hidden Circle App tickets are currently personal to the purchasing member and cannot be transferred or resold through the Hidden Circle App.

19.3 Hidden Circle is not responsible for tickets purchased from unauthorised sellers.

19.4 A ticket may be invalidated where we reasonably believe it has been obtained fraudulently or unlawfully.

20. Third-party ticketing and services

20.1 Hidden Circle may use third-party providers for:

• ticketing;
• payments;
• account functionality;
• hosting;
• communications;
• analytics;
• identity verification; or
• other operational services.

20.2 External ticketing platforms have their own purchase terms and privacy notices, which will be made available through the platform. Read those alongside the event conditions before purchasing. For example, RA has its own rules on ticket quantities, refunds, transfer and resale.

20.3 A platform’s terms govern its services and transaction procedures, including its fee policy as described in section 10.2. These Terms govern Hidden Circle’s own services and obligations. Neither set of terms removes mandatory consumer rights.

20.4 Hidden Circle remains responsible for its own obligations under these Terms and applicable law.

21. Content and intellectual property

21.1 Unless otherwise stated, Hidden Circle owns or has the necessary rights to use the intellectual property appearing on its services, including:

• the Hidden Circle name;
• logos;
• branding;
• graphics;
• artwork;
• written content;
• original photographs;
• videos;
• software;
• designs; and
• other materials.

21.2 You may use Hidden Circle materials only for personal, non-commercial purposes unless we expressly authorise otherwise.

21.3 You must not reproduce, sell, distribute, modify or commercially exploit Hidden Circle intellectual property without our permission.

21.4 Third-party trademarks, artist names, venue names and other third-party intellectual property remain the property of their respective owners.

22. User-generated content

22.1 Where the Hidden Circle service allows you to upload or submit content, you remain responsible for the content you submit.

22.2 You must have the necessary rights and permissions to submit the content.

22.3 You must not upload content that is:

• unlawful;
• defamatory;
• fraudulent;
• threatening;
• abusive;
• discriminatory;
• infringing of another person’s rights; or
• otherwise prohibited by applicable law.

22.4 By submitting content to Hidden Circle, you grant Hidden Circle a non-exclusive, worldwide, royalty-free licence to host, store, reproduce and display it only to the extent reasonably necessary to provide the service for which you submitted it. Promotional use requires any separate permissions or image-use consent that apply. This licence does not replace the privacy choices explained in sections 23 and 33.

22.5 This licence does not transfer ownership of your content to Hidden Circle.

23. Photography, video and recording at events

23.1 Hidden Circle or authorised third parties may photograph, film or otherwise record events for purposes including:

• event documentation;
• marketing;
• social media;
• promotional material;
• editorial content; and
• future Hidden Circle communications.

23.2 You may appear incidentally or as part of the general audience in event recordings.

23.3 We explain planned recording before the event and at the venue. General event or crowd footage may be used on a justified legitimate interests basis, as explained in our Privacy Policy. For deliberately featured close-ups, interviews or testimonials used in promotion, we ask for separate consent covering the intended social media or advertising use. Refusing that consent does not affect admission. Buying a ticket or attending is not blanket consent to image use.

23.4 If you have a filming concern, tell event staff or contact hello@myhiddencircle.com. Our Privacy Policy explains image-use consent, objections, withdrawal and how we handle requests.

24. Hidden Circle App and digital services

24.1 Hidden Circle may provide digital services through the Hidden Circle App or its website.

24.2 Features may be added, modified, suspended or removed from time to time.

24.3 We do not guarantee that the Hidden Circle App or every feature will always be:

• available;
• uninterrupted;
• error-free; or
• compatible with every device or operating system.

24.4 We may temporarily suspend access where reasonably necessary for:

• maintenance;
• security;
• updates;
• technical issues;
• legal requirements; or
• protection of the service.

24.5 Nothing in this section excludes liability that cannot lawfully be excluded.

25. Security and fraud

25.1 You must not:

• attempt to gain unauthorised access to Hidden Circle systems;
• interfere with the operation of the Hidden Circle App;
• use automated methods to abuse ticketing or account systems;
• attempt to bypass access controls;
• impersonate another person;
• use fraudulent payment methods; or
• knowingly exploit technical errors.

25.2 We may suspend accounts, cancel transactions or take other reasonable measures where we suspect fraud, abuse or unlawful activity.

25.3 Where reasonably necessary, we may cooperate with payment providers, ticketing platforms, venues, law enforcement or other relevant authorities.

26. Refunds

26.1 Refunds will be handled in accordance with these Terms, any event-specific refund terms and applicable law.

26.2 For an event cancelled by Hidden Circle, direct purchases receive a full refund including mandatory fees under section 10.1. External purchases follow section 10.2, including the original platform’s fee policy and applicable legal rights.

26.3 For an event moved to a different date, you may request a refund under section 11. The applicable process and any deadline will be communicated with the date-change notice.

26.4 For lineup, venue and other event changes, any refund or other remedy depends on the event advertised and agreed, the effect of the change and your applicable legal rights. See section 12.

26.5 Where a refund is legally required, we will process it in accordance with the applicable legal requirements.

26.6 We will not charge a customer a fee merely for exercising a statutory refund right where such a fee is prohibited by law.

27. Refund method and timing

27.1 Refunds for card or other electronic payments, including card payments at the entrance, will normally be returned to the original payment method. If that method is no longer available, contact the original ticketing platform or Hidden Circle support so that the payment provider can advise on the appropriate process. Cash purchases will be refunded in cash or by another suitable method agreed with you.

27.2 For an external purchase, use the original ticketing platform’s refund process. For a direct purchase, contact hello@myhiddencircle.com with the event details and any available purchase reference or proof of payment. Tickets bought at the entrance do not require an online order reference; a card-payment receipt or other proof of purchase can help us identify the sale. We may ask for information reasonably needed to identify the purchase and arrange the refund. Do not send full payment-card details or a card security code. We can help with a platform request without removing our own responsibility to resolve an issue for which we are responsible.

27.3 We will arrange refunds without undue delay and comply with any legally required deadline. For a card or other electronic payment, once a refund has been initiated, the time for it to appear in your account depends on the payment provider and your bank. We or the original ticketing platform will explain the expected processing time and how to follow up if the refund does not arrive. For a cash purchase, we will explain how and when the agreed refund will be provided.

27.4 Nothing in this section limits any statutory refund period or requirement.

28. Force majeure and events outside our control

28.1 Hidden Circle will not be responsible for failure or delay caused by circumstances outside our reasonable control, subject to applicable law.

28.2 Such circumstances may include:

• natural disasters;
• fire;
• flood;
• extreme weather;
• serious public emergencies;
• war;
• terrorism;
• civil disorder;
• government restrictions;
• venue closure;
• serious infrastructure failure;
• widespread power or telecommunications failure;
• industrial action;
• serious illness or incapacity affecting essential personnel;
• transport disruption; or
• other circumstances that could not reasonably have been prevented or overcome.

28.3 Where such circumstances affect an event, Hidden Circle will take reasonable steps to determine whether the event can proceed, be rescheduled or be cancelled.

28.4 Circumstances outside our control do not remove the cancellation or date-change refund entitlements in sections 10 and 11, or any other remedy required by law.

29. Limitation of liability

29.1 Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.
This includes, where applicable, liability for death or personal injury caused by negligence and liability arising from statutory consumer rights that cannot lawfully be excluded.

29.2 We are responsible for loss or damage that is a reasonably foreseeable result of our breach of these Terms or failure to use reasonable care and skill. Loss or damage is foreseeable if it is an obvious consequence, or if both you and we knew it might happen when the contract was made. We are not responsible for losses that were not reasonably foreseeable, subject to liability that cannot lawfully be excluded or limited.

29.3 Nothing in these Terms excludes or restricts your legal rights where Hidden Circle has failed to perform a service with the standard required by applicable consumer law.
The Consumer Rights Act 2015 prevents certain attempts to exclude or restrict liability arising from statutory service obligations.

29.4 Subject to applicable law, Hidden Circle is not responsible for loss of or damage to personal belongings brought to an event unless the loss or damage results from our breach of a legal duty or other liability that cannot lawfully be excluded.

29.5 Whether separate travel, accommodation or other personal expenses are recoverable depends on the circumstances and the principles in section 29.2. The ticket-refund provisions do not limit any compensation you are entitled to by law.

29.6 Nothing in this section is intended to deprive a consumer of a remedy where the law requires that remedy to be available.

30. Your responsibility

30.1 You are responsible for complying with:

• these Terms;
• event-specific rules;
• venue rules;
• applicable laws; and
• reasonable instructions from authorised personnel.

30.2 You are responsible for ensuring that information provided by you is accurate.

30.3 You are responsible for safeguarding your account, ticket and access credentials.

30.4 You must not use Hidden Circle for unlawful or fraudulent purposes.

31. Account deletion, suspension and termination

31.1 You may stop using Hidden Circle at any time. To delete your App account, open Account Settings, choose Delete account and confirm with your current password, or use our account-deletion request page without the App or a login. Website requests are handled manually after ownership verification and your confirmation. The request page explains verification, processing targets and completion messages.

31.2 We may suspend or terminate an account where reasonably necessary because of:

• serious breach of these Terms;
• fraud;
• unlawful activity;
• abuse of the platform;
• misuse of invitation codes;
• threats to users, staff or venues;
• security concerns; or
• a legal requirement.

31.3 Where reasonably practicable, we may notify you before suspending or terminating your account.

31.4 Immediate action may be taken where necessary to prevent harm, fraud, unlawful activity or security risks.

31.5 Termination of an account does not automatically cancel a ticket contract that has already been entered into, unless cancellation is otherwise permitted under these Terms or applicable law.

32. Effect of account deletion or termination

32.1 If your account is suspended or terminated because of your breach of these Terms, you may lose access to certain account functionality.

32.2 Deletion or termination does not affect rights or obligations that arose beforehand, including existing purchase and refund rights. Terms accepted for an earlier purchase continue to govern it; this version does not replace that purchase's accepted Terms.

32.3 Sections which by their nature should continue after termination will remain effective, including provisions relating to:

• intellectual property;
• liability;
• payment obligations;
• disputes;
• governing law; and
• accrued rights.

32.4 Voluntary deletion is permanent. Once deletion is accepted, your account access stops and your app tickets, including unused tickets, and member QR can no longer be used for entry. Access remains restricted if completion is interrupted. Registering again does not restore the old account or its tickets. Company event and artist content remains; personal data is removed or retained as explained in the Privacy Policy.

32.5 Deletion does not cancel payments in progress or automatically issue refunds. Your existing rights remain unchanged, including any refund already due. Tickets purchased through external services such as Resident Advisor remain subject to their ticket arrangements.

32.6 Payment and refund support remains available at hello@myhiddencircle.com without an App account. We investigate using available records and may request purchase details and evidence of ownership. A reference or email address alone is not proof. If evidence is insufficient, we may be unable to locate a transaction or confirm a refund outcome. This does not remove your legal rights.

33. Privacy and personal data

33.1 Hidden Circle processes personal data as explained in its Privacy Policy.

33.2 The Privacy Policy explains:

• what information we collect;
• why we collect it;
• how we use it;
• how long we retain it;
• when we share it;
• your applicable rights; and
• how to contact us about privacy matters.

33.3 The Privacy Policy is a separate notice explaining our use of personal information and your rights. Accepting these Terms does not give consent to promotional emails, optional tracking or every use of your image. The separate choices in the Privacy Policy remain available.

34. Communications

34.1 We may contact you regarding:

• your account;
• tickets;
• purchases;
• event changes;
• cancellations;
• refunds;
• security;
• service updates; and
• other matters necessary to provide the service.

34.2 Important service communications are not dependent on marketing consent where they are necessary to administer your account or purchase.

34.3 Marketing communications will be handled in accordance with applicable law and your communication preferences.

35. Complaints

35.1 If you have a complaint about Hidden Circle, please contact:
hello@myhiddencircle.com

35.2 Please provide, where applicable:

• your name;
• order or ticket reference;
• event name;
• date of event;
• details of the complaint; and
• any supporting evidence.

35.3 We will review complaints reasonably and proportionately.

35.4 Where a complaint concerns an event that has already ended, Hidden Circle may still investigate the circumstances and provide an appropriate remedy where justified.

36. Third-party venues

36.1 Events may take place at venues operated by independent third parties.

36.2 Venue rules may apply in addition to these Terms.

36.3 Where venue staff are responsible for matters such as:

• security;
• bar operations;
• cloakrooms;
• building facilities;
• evacuation procedures; or
• venue-specific services,

those matters may also be subject to the venue’s own terms and procedures.

36.4 This does not remove Hidden Circle’s own legal obligations.

37. Artists and lineups

37.1 Artist lineups are advertised based on information available to Hidden Circle at the time of publication.

37.2 Artists may occasionally become unavailable due to circumstances outside Hidden Circle’s reasonable control.

37.3 Where an artist cannot perform, Hidden Circle may make a replacement where reasonably practicable.

37.4 Section 12 explains how lineup changes affect your rights. Minor changes do not, by themselves, entitle you to a refund. Your applicable consumer rights remain available if the event is not provided as contractually agreed.

38. No guarantee of availability

38.1 We aim to keep the Hidden Circle platform available and functional but do not guarantee uninterrupted availability.

38.2 We may modify or discontinue features where reasonably necessary.

38.3 Where a service is temporarily unavailable, we will take reasonable steps to restore it where appropriate.

39. Changes to these terms

39.1 We may update these Terms from time to time.

39.2 Changes may be made to:

• reflect changes to our services;
• reflect changes in technology;
• reflect changes in law;
• improve clarity;
• improve security; or
• address operational requirements.

39.3 Where a change materially affects an existing contractual relationship, we will take reasonable steps to notify affected users where required.

39.4 An app purchase keeps the Terms version accepted for that checkout, even if a newer version is published before payment completes. Other purchases are governed by the version agreed at purchase. Later updates will not retrospectively reduce your admission or refund entitlements. Any change to an existing purchase must comply with applicable law and the event-change provisions in these Terms.

39.5 We will not use an update to these Terms to remove statutory rights.

40. Severability

40.1 If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be treated as modified or removed only to the extent necessary.

40.2 The remaining provisions will continue to apply.

40.3 This section does not allow Hidden Circle to enforce a provision that applicable law makes non-binding against a consumer.

41. No waiver

41.1 If Hidden Circle does not immediately enforce a right or provision under these Terms, this does not mean that we have permanently waived that right.

41.2 Any waiver must be given expressly by Hidden Circle.

42. Entire agreement

42.1 These Terms, together with any applicable event-specific terms, purchase information and other contractual documents expressly incorporated into them, form the agreement between you and Hidden Circle in relation to the relevant service. The Privacy Policy is a separate information notice, as explained in section 33.

42.2 Nothing in this section excludes or limits any representation, right or obligation that cannot lawfully be excluded or limited.

43. Assignment

43.1 You may not transfer your rights or obligations under these Terms to another person without our consent, except where applicable law permits such transfer.

43.2 Hidden Circle may transfer or assign its rights and obligations where reasonably necessary as part of:

• a business transfer;
• restructuring;
• merger;
• sale of assets;
• corporate reorganisation; or
• another legitimate business transaction,

provided that your statutory rights are not adversely affected.

44. Third-party rights

44.1 Except where expressly stated otherwise, these Terms do not give any person who is not a party to the relevant contract a right to enforce any provision of these Terms under the Contracts (Rights of Third Parties) Act 1999.

45. Governing law

45.1 These Terms and any dispute or claim arising from them are governed by the law of England and Wales, except where mandatory consumer protection law requires otherwise.

45.2 If you are a consumer, you may also have rights to bring proceedings in the courts applicable to your place of residence where those rights are provided by mandatory law.

45.3 Nothing in these Terms prevents you from relying on mandatory consumer protection rights.

46. Contact

For general enquiries, complaints, ticket issues or questions relating to these Terms:
Hidden Circle Limited
Company number: 17415682
Email: hello@myhiddencircle.com
Website: myhiddencircle.com
Registered office:
95 Somerset Avenue, Luton, Bedfordshire, LU2 0PL, United Kingdom

47. Definitions

For these Terms:

“Account” means a registered Hidden Circle user account.

“Hidden Circle App” means the Hidden Circle-branded mobile application provided by Hidden Circle Limited for member accounts and event services. It is separate from our website and from external ticketing platforms.

“Event” means a music, entertainment or other event organised, promoted or made available by Hidden Circle.

“Event Ticket” means a ticket or other admission entitlement for an Event.

“Hidden Circle”, “we”, “us” or “our” means Hidden Circle Limited.

“Invitation Code” means a code issued or authorised by Hidden Circle for access to the Hidden Circle App or membership.

“Venue” means the physical location at which an Event takes place.

“You” or “your” means the person using the Hidden Circle services or entering into a contract with Hidden Circle.

48. Important notice to customers

Nothing in these Terms is intended to:

• exclude statutory consumer rights;
• exclude liability that cannot legally be excluded;
• prevent you from exercising a legal remedy;
• create an unfair imbalance between Hidden Circle and consumers; or
• mislead you about your rights or the services being provided.

Where these Terms conflict with a mandatory legal right applicable to you, the mandatory legal right will prevail.

Document information

Document: Hidden Circle Limited — Terms & Conditions
Version: 1.3
Jurisdiction: England & Wales
Company: Hidden Circle Limited
Company number: 17415682
Effective date: 4 November 2026