Terms of Sale (Ticketing)

1. Purpose and acceptance

The purpose of these Terms is to define the conditions under which the Buyer orders and pays, via the Tembo Platform, for Tickets granting access to an event organized by a third-party organizer ("the Organizer"). They govern the entire distance-selling process: pre-contractual information, ordering, payment, delivery of the electronic Ticket, withdrawal and refund.

Together with the order confirmation and, where applicable, the Organizer's particular conditions, these Terms constitute the entire agreement applicable to the sale of the Ticket. In the event of any conflict, these Terms prevail with respect to the ticketing and payment process handled by Tembo; the conditions governing access to and the conduct of the event are the responsibility of the Organizer.

Acceptance of these Terms is mandatory in order to complete an order. Before any payment, the Buyer ticks an express acceptance box ("I have read and accept the Terms of Sale"). This acceptance, timestamped and retained by Tembo, constitutes consent and serves as proof of the contract. In accordance with Article 25 of Law No. 2000-83, the burden of proving compliance with information obligations and the Customer's agreement lies with the seller; accordingly, the acceptance click at the time of payment is recorded and archived.

Tembo reserves the right to amend these Terms at any time. The version applicable to an order is the version in force and accepted on the date of that order.

2. Roles of the parties — Organizer as seller, Tembo as intermediary

The Organizer is the seller of the Ticket and the party responsible for the event. The Organizer defines the event, its features, programming, date, venue, the nature and price of the Tickets, its own access conditions, and its cancellation and refund policy. The Organizer is solely liable to the Buyer for the provision of the service (access to and conduct of the event). Where applicable, the Organizer acts as seller and is liable for VAT on the Ticket price (the event's "merchant of record").

Tembo acts as a ticketing platform and technical intermediary between the Organizer and the Buyer. Tembo provides the online sales infrastructure, collects payment on behalf of the Organizer through an approved payment provider, issues the electronic Ticket and the proof of purchase, and charges in its own name service fees (ticketing commission) and, where applicable, payment processing fees.

Tembo is not the organizer of the event and does not guarantee that it will take place, nor its content or quality. Tembo is not a party to the event-services contract concluded between the Buyer and the Organizer, except for the ticketing and payment functions it expressly provides under these Terms.

Tembo's service fees remunerate the use of the Platform (listing, order processing, Ticket delivery and access control, support). They are distinct from the Ticket price set by the Organizer and are displayed separately before payment.

3. Pre-contractual information (Art. 25 of Law No. 2000-83)

In accordance with Article 25 of Law No. 2000-83 of 9 August 2000, Tembo and the Organizer provide the Buyer, clearly and comprehensibly and before the order is concluded, with all of the following pre-contractual information.

Identity of the seller: the name, address and contact details of the Organizer (seller of the event) are displayed on the event page. Tembo's contact details, in its capacity as operator of the Platform and payment intermediary, appear in Article 10 and in the page footer.

Essential features of the Ticket: title, type (e.g., full price, reduced price, day access, full pass), included services, date, time and venue of the event, and any access restrictions. These features are described on the event page and recalled in the order summary.

Price and fees: the unit price of the Ticket set by the Organizer, Tembo's service fees, payment processing fees where applicable, and the applicable VAT are displayed in detail before final validation. The total amount payable, inclusive of all taxes and fees, is shown before payment. The breakdown per currency is as follows:

• TND (Tunisian dinar): Ticket price + Tembo service fees + processing fees, applicable Tunisian VAT at the rate in force as shown on the summary and on the invoice-receipt.
• XOF (WAEMU CFA franc): Ticket price + Tembo service fees + processing fees; applicable taxes displayed according to the event's jurisdiction.
• NGN (Nigerian naira): Ticket price + Tembo service fees + processing fees; applicable taxes displayed according to the event's jurisdiction.
• The billing currency is the one displayed on the event page; no hidden fees are added after the summary screen.

4. Order and payment process

The order is placed online through the following steps, in accordance with Article 28 of Law No. 2000-83 (a double-confirmation process allowing the Buyer to review and correct the order before confirming it).

Collection is carried out by the payment provider on behalf of the Organizer (Ticket price) and Tembo (service fees). If payment fails or is declined, the order is not concluded and no Ticket is issued. Tembo retains the timestamp of the acceptance of the Terms and of the payment confirmation as proof of the contract, in accordance with Article 25 of Law No. 2000-83.

• Step 1 — Selection: the Buyer chooses the event, the type and the quantity of Tickets.
• Step 2 — Identification: the Buyer enters or confirms their details (surname, first name, e-mail address and, where applicable, participant data).
• Step 3 — Summary: the Platform displays the order details (Tickets, unit price, service fees, processing fees, VAT, total incl. tax, currency) and allows any error to be corrected.
• Step 4 — Acceptance: the Buyer expressly accepts these Terms and the refund policy by ticking a box.
• Step 5 — Payment: payment is made online through the approved payment providers Flouci, ClicToPay, Stripe and bank transfer. Card data is processed directly by this certified provider; Tembo never stores raw card data.
• Step 6 — Confirmation: the order is confirmed by a validation screen and a summary e-mail. The contract is concluded upon recording of the payment.

5. Delivery of the electronic Ticket and proof of purchase

The Ticket is delivered electronically (an electronic Ticket bearing a QR code) after effective confirmation of payment. It is made available in the Buyer's customer account and/or sent to the e-mail address provided at the time of the order. No physical delivery is made.

The QR code constitutes the access title. It is personal where the event so requires and may be checked at entry. The Buyer must keep their Ticket and not duplicate it; if the same QR code is presented multiple times, only the first valid scan grants access. Any reproduction, unauthorized resale or fraudulent use of the Ticket is prohibited.

A proof of purchase (invoice-receipt) detailing the Ticket price, Tembo's service fees, processing fees and the applicable VAT is made available to the Buyer in their customer account and/or by e-mail. This document serves as proof of purchase.

If the Buyer does not receive their Ticket within a reasonable time after payment, they should check their customer account and spam folder, then contact Tembo support (Article 10).

6. Right of withdrawal and refund

Regime applicable to dated-event tickets. Law No. 2000-83, at its Article 30, provides the consumer with a right of withdrawal within a period of ten (10) working days from the conclusion of the distance contract, without penalty and without justification. Tunisian law does not provide a general, automatic exception excluding dated leisure or entertainment services from the scope of withdrawal. Consequently, Tembo applies no exclusion by presumption: the withdrawal and refund conditions applicable to a dated Ticket are set out explicitly below and on the event page.

Principle: unless the Organizer provides more favorable terms, the Buyer may exercise their right of withdrawal within ten (10) working days from the order, provided that this period expires before the event date and that the Ticket has not been used. Withdrawal is exercised by a written request sent to Tembo support (Article 10), which forwards it to the Organizer.

Limits tied to the event date: where the event date falls before the expiry of the ten (10) working-day period, the right of withdrawal may only be exercised up to the event date and, in any event, before the start of the service. No refund on grounds of withdrawal is due for a Ticket already used or presented at access control, nor after the event has begun.

Refund: where withdrawal is validly exercised, the Ticket price is refunded in accordance with the event's refund policy. Tembo's service fees and payment processing fees may be non-refundable where the ticketing service has been fully performed; this information is specified on the event page and in the summary before payment. The refund is made using the same payment method as that used for the order, as promptly as possible.

Event refund policy: each Organizer defines its own refund policy (conditions, deadlines, any fees retained), which is brought to the Buyer's attention before purchase. In the absence of a more favorable provision, these Terms apply. The detailed refund policy is accessible from the event page and the order summary.

7. Cancellation, postponement or substantial modification of the event

The organization, holding, postponement, cancellation or modification of the event is the sole responsibility of the Organizer. Tembo, in its capacity as ticketing intermediary, has no control over the decision to maintain, postpone or cancel an event.

Cancellation of the event by the Organizer: in the event of cancellation, the Buyer is entitled to a refund of the Ticket price in accordance with the Organizer's policy and applicable regulations. Tembo facilitates the processing of the refund on behalf of the Organizer. The refund of service and processing fees is governed by the event's policy and specified before purchase.

Postponement of the event: in the event of postponement, the Ticket remains valid in principle for the new date. If the Buyer cannot attend the postponed date, the refund or exchange conditions are those defined by the Organizer and communicated to the Buyer.

Substantial modification: in the event of a substantial modification of the event (in particular a change of venue, of date, or a significant alteration of the announced program), the Buyer is informed and may, in accordance with the Organizer's policy and applicable regulations, request a refund of their Ticket.

In all cases, requests are handled via Tembo support (Article 10), which liaises with the Organizer. Tembo cannot be required to refund sums it has not retained, beyond the amounts actually collected in respect of the order.

8. Personal data

The processing of the personal data of the Buyer and of participants (identity, contact details, order and networking-profile data, messaging and video-call metadata) is governed by Organic Law No. 2004-63 of 27 July 2004, under the supervision of the National Authority for the Protection of Personal Data (INPDP). The detailed terms (purposes, bases, retention periods, recipients and rights) are set out in Tembo's Privacy Policy, to which the Buyer is invited to refer.

Data collected in connection with an order is processed for the purpose of concluding and performing the ticketing contract: order and payment processing, issuance and control of the Ticket, delivery of the proof of purchase, support, and legal and accounting obligations. As the Ticket price is collected on behalf of the Organizer, certain strictly necessary data (participant identity, Ticket type) may be transmitted to the Organizer in its capacity as seller and party responsible for access to the event.

Payment data is processed directly by the approved payment provider. Tembo never stores raw card data. In accordance with Law No. 2004-63, the Buyer has rights of access, rectification and objection over their data, which they may exercise with Tembo support (Article 10) under the conditions specified in the Privacy Policy.

9. Liabilities and limitations

Organizer's liability: the Organizer is solely responsible for the provision, quality, conformity and safety of the event, as well as for the accuracy of the information relating to the event (date, venue, program, services). Any complaint relating to the conduct of the event is a matter for the Organizer.

Tembo's liability: Tembo is responsible for the proper functioning of the ticketing Platform, the processing of the order, transmission to the payment provider, delivery of the electronic Ticket and the proof of purchase. Tembo undertakes to use reasonable means to ensure the availability and security of the Platform, without any guarantee of complete absence of interruption.

Tembo cannot be held liable for damages resulting from: the cancellation, postponement or modification of the event; inaccurate information provided by the Organizer; fraudulent use, loss or duplication of the Ticket attributable to the Buyer; or an event of force majeure within the meaning of Tunisian law.

To the extent permitted by law, Tembo's liability in respect of ticketing and payment is limited to the amount of the service fees actually received by Tembo in respect of the relevant order. Nothing in these Terms limits Tembo's liability in the event of gross negligence or willful misconduct, nor the mandatory rights afforded to the consumer by Law No. 92-117.

10. Governing law, jurisdiction, language and complaints

Governing law: these Terms are governed by Tunisian law, in particular Law No. 2000-83 of 9 August 2000 (electronic exchanges and commerce), Law No. 92-117 of 7 December 1992 (consumer protection) and Organic Law No. 2004-63 of 27 July 2004 (protection of personal data).

Competent jurisdiction: failing an amicable resolution, any dispute relating to the validity, interpretation or performance of these Terms is submitted to the competent courts of Tunis, Tunisia, subject to the mandatory rules of jurisdiction protecting the consumer.

Reference language: these Terms are available in French, English and Arabic. In the event of any divergence of interpretation between the versions, the French version prevails.

Complaints and after-sales service: any complaint relating to an order, a Ticket, a refund or the functioning of the Platform may be addressed to Tembo support by e-mail at contact@tembo-event.com or by telephone at +216 27 095 055. For any complaint relating to the event itself, the Buyer is put in contact with the Organizer. Tembo endeavors to respond as promptly as possible.

Burden of proof: in accordance with Article 25 of Law No. 2000-83, it is for the seller to prove the performance of its information obligations and the Customer's agreement. To this end, acceptance of these Terms at the time of payment is recorded, timestamped and archived by Tembo.