Subscription, Billing, Cancellation & Refund Terms

The Third Connection is operated by RELAYLANE LABS LTD (company number 17162321), registered office: Lavender Cottage Hazelden Farm, Marden Road, Cranbrook, England, TN17 2LP. These terms form part of, and should be read with, our Terms of Service (02-terms-of-service.md).

1. The one thing to know first: there are no subscriptions

The Third Connection sells one-off tickets to in-person events. That is the only thing we charge for.

• No subscriptions, no auto-renewal, no recurring charges, no paid membership tiers, no in-app "premium" features. We will never take a recurring payment from you.
• Matching and chat are not paid features: they are unlocked by attending an event (being checked in at the venue), not by payment. A ticket buys entry to the event on the ticket — nothing more.

If this ever changes, these terms will be rewritten and you will be asked to agree before any new charging model applies to you.

2. Pricing

• The price shown for a ticket is the total price: it includes VAT (where applicable) and all mandatory fees and charges. There are no compulsory booking fees, service fees, or processing fees added later in checkout. (This is required by UK law — the Digital Markets, Competition and Consumers Act 2024 ban on drip pricing.)
• Before you pay, you see the event, its date, time and venue, and the total price. The key terms in section 4 below form part of what you agree to when you buy.
• Prices for future events may change, but never for a ticket you have already bought.

3. Payment methods

Payments are processed by Stripe. We accept the card and wallet payment methods offered at checkout. Your card details go to Stripe, not to us; we store only order records, payment references, amounts, and ticket state.

4. Cancellation rights — the legal position, stated plainly

You do not have a 14-day "cooling-off" right for event tickets.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day cancellation right for online purchases does not apply to leisure services supplied for a specific date — which is what an event ticket is (regulation 28(1)(h)). We are required to tell you this expressly before you buy, and this notice forms part of the terms you agree to when you purchase a ticket.

This does not affect:

• your statutory rights if we perform the service badly or not at all (services must be provided with reasonable care and skill — Consumer Rights Act 2015);
• your refund rights in sections 5 and 6 below, which we offer regardless.

5. If we cancel or change an event

• We cancel the event: full refund, automatically, to your original payment method. You do not need to ask.
• We reschedule the event to a different date or time, or move it to a different venue: we will tell you as soon as reasonably possible, and you can choose to keep your ticket for the new date/venue or have a full refund.
• Minor changes (for example a small start-time adjustment or a change within the same venue) do not trigger a refund right, but we will tell you about them.
• If an event is cancelled or abandoned part-way through for reasons within our control, we will refund fairly, up to the full ticket price. Nothing in this section limits your statutory rights.

6. If you cancel or do not attend

Tickets are non-refundable if you cancel or do not attend the event. As section 4 explains, no statutory cooling-off right applies to tickets for dated leisure events, and we do not offer a voluntary cancellation refund.

This does not affect:

• your right to a full refund if we cancel the event, or your choice of a full refund if we materially reschedule it (section 5);
• your statutory rights (section 13) — we will always give a refund where the law requires one.

7. Promo codes

• Promo codes reduce the price shown before you pay; the discounted total is the total you pay.
• Codes are subject to their stated conditions (expiry, event scope, one per person unless stated). We may withdraw codes that are being abused, but never after you have completed a purchase with one.
• Promo codes have no cash value and cannot be exchanged for money. A refund of a discounted ticket refunds the amount you actually paid.

8. How refunds are processed

• Refunds are made by Stripe to your original payment method.
• We process refunds as soon as we reasonably can after a refund is agreed (or, where we cancel an event, after the cancellation announcement). Refunds normally reach your account within 5–10 business days of processing; timing after processing is controlled by your bank, not us.
• Where the law requires a refund (for example, event cancelled by us), it will be made without undue delay and in any case within 14 days.
• You will receive email confirmation when a refund is initiated.

9. Waitlists and oversubscribed events

In some cities, and where events are full, you may be able to join a waitlist. Joining a waitlist is free and is not a purchase — you are only charged if and when you buy a ticket. A waitlist place is not a guarantee of a ticket. If you buy a ticket and the event is then cancelled or rescheduled, section 5 applies.

10. Receipts and records

You receive an email receipt for every purchase and refund, and your tickets and order history are visible in the app. Receipts show the event, date, amount paid and payment reference. For queries about an order, contact tickets@thethirdconnection.com with your order details.

11. Disputes and chargebacks

• If you think a charge is wrong, please contact us first (section 12) — most issues are fixed fastest that way.
• You always have the right to dispute a charge with your card issuer or bank. We will not lock you out of your account, your matches, your chats, or events you have paid for merely because you have raised a billing dispute or chargeback in good faith.
• If a chargeback is upheld for a ticket you then use, or we find deliberate chargeback fraud (for example repeatedly attending events and reversing the payments), we may recover the amount, refuse future ticket sales, and act under the Terms of Service — but we will never treat an honest dispute as misconduct.

12. Billing support and complaints

• Ticketing and payment issues: tickets@thethirdconnection.com (include your order details; never send card numbers by email — we do not hold your card details).
• General complaints, and escalation: support@thethirdconnection.com — see our Complaints & Customer Support Policy (12-complaints-support.md).
• Post: RELAYLANE LABS LTD, Lavender Cottage Hazelden Farm, Marden Road, Cranbrook, England, TN17 2LP.

13. Your statutory rights

Nothing in these terms excludes, limits, or replaces your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other law that cannot be contracted out of. Where these terms give you more than the law requires, that is voluntary; where the law gives you more than these terms, the law wins.

14. United States note

The service is not currently available in the United States. If the service becomes available in the US: TTC sells no subscriptions, so US auto-renewal laws (state ARL statutes, ROSCA negative-option rules) do not apply to our current model — there is nothing that renews. We will keep all pricing and refund claims truthful and substantiated (FTC Act §5), and section 11's no-lockout commitment applies equally to US users. If any recurring product is ever introduced, US launch of that product requires fresh legal review before sale.