Support Policy

Customer: a third party who has entered into a contract with the Supplier in relation to use of the Services.
Services: the subscription services provided by the Supplier to the Customer in accordance with the provisions of a written agreement entered into between the parties.
Supplier: glistrr ltd incorporated and registered in Northern Ireland with company number NI614046 whose registered office is at Suite 4, Commercial Mews, 93-97 Main Street, Larne, BT40 1HJ.

1.1 The Supplier shall supply the support services set out in this Support Services Policy.
1.2 The Supplier shall maintain and update the Services. Should the Customer determine that the Services includes a defect, the Customer may at any time file error reports. During maintenance periods, the Supplier may, at its discretion, upgrade versions, install error corrections and apply patches to the systems. The Supplier shall use all reasonable endeavours to avoid unscheduled downtime for maintenance.

2.1 The Supplier shall provide the Customer with technical support services during Normal Business Hours.
2.2 Issues raised by the Customer and the Customer’s Authorised Users will be logged on the Supplier’s Customer Relationship Management (CRM) system. These issues will be allocated an appropriate priority and the supplier will use its reasonable endeavours to resolve these issues in a timely fashion.

2.3 Service Performance

Security Level Help Desk Response Time during Normal Business Hours Fix Time (Normal Working Hours, after helpdesk response)
High 12 hours 1 working day
Medium 24 hours 2 working days
Low 48 hours 5 working days

System Down: The system is completely down or is not operational. Mission-critical applications are severely impacted by the problem.

Limited Functionality/Limited use of system: The application is considered unstable and is subject to periodic interruption. Mission-critical applications are not affected by the problem.

Operation not affected: A general support question.

Backup Policy

The Supplier shall develop the back-up schedule, perform scheduled back-ups, provide routine and emergency data recovery, and manage the archiving process. The back-up schedule shall include at least weekly full back-ups and daily incremental back-ups. In the event of data loss, the Supplier shall provide recovery services to try to restore the most recent back-up.

Privacy & Security Policy

1. General
The following privacy policy applies to the website services provided by glistrr ltd (glistrr) at www.glistrr.com.
glistrr is committed to ensuring that your privacy is protected and that it complies with its obligations under the Data Protection Act 1998, which regulates the processing of information relating to you and grants you various rights in relation to your personal data.
By accessing the glistrr website, you are agreeing to the following policy from the date of first registration or usage. We may change these terms and conditions from time to time and will post revisions on our websites. We advise that you review these terms and conditions regularly.

2. Registration data
When you first access a glistrr website, we will collect personal information from you. We may also ask you for information when you report a problem to our helpdesk and may keep a record of any correspondence.

3. Aggregated data
We may anonymise your data and aggregate it with data from other users to understand how people are using our website and to evaluate our services. We reserve the right to disclose anonymised aggregated user data to approved third parties.

4. User-generated data
Should you contribute user-generated content to our website environment, including any contribution to a forum or chat, or supply session feedback, some of your personal data (such as your name and email address) may be displayed on the website.
When submitting user-generated content (such as a forum posting or chat), you acknowledge and agree that glistrr may access, preserve, and disclose your account information and any content posted by you in order to: (a) comply with any legal process; (b) enforce the terms and conditions of use; (c) respond to claims that any content posted violates the rights of third parties; (d) respond to your requests for customer service; (e) contact you to undertake further evaluation) or (f) protect the rights, property, or personal safety of glistrr, other users of the website and the public.

5. Communications and bulletins
From time to time glistrr may email you with information about other services that may be of interest to you. If you should decide that you do not wish to receive such communications you may opt out of receipt of similar future emails by contacting us at support@glistrr.com.

6. Making changes to your information
Where your details become outdated you should update your details in the secure area of the glistrr website.

7. IP addresses
We may record your computer's IP address, operating system and browser type, for system administration purposes and to enable us to gather information on website usage. These data enable us to track browsing patterns, and are not used to identify you as an individual.

8. Security
Your personal information is stored and processed by glistrr in compliance with the Data Protection Act (1998). Your data is held securely on our databases which are only available to authorised glistrr personnel on a password protected basis and is not available to any other individual or party. Your information is protected by a firewall. We also use system and application logs to track all access. We review these logs periodically and investigate any anomalies or discrepancies.
Although all reasonable efforts will be taken to ensure security of personal data, it is not possible for glistrr to guarantee 100% data security.

9. Authentication
You are responsible for ensuring that your glistrr account password remains secure. You should not disclose your user name and password to other people. If you forget your password, please contact us at support@glistrr.com.

10. Email security
Any email correspondence between you and glistrr will not be encrypted. Emails received by glistrr will be stored securely within our corporate firewall.

11. Use of cookies
A cookie is an element of data that a web site can send to your browser, which may then store it on your system. Cookies allow us to understand who has seen which pages and advertisements, to determine how frequently particular pages are visited and to determine the most popular areas of our web site. We use cookies so that we can give you a better experience when you return to our web site.
The glistrr website uses cookies only if you select the 'remember me' option when logging in to the member's area. The sole purpose of this is convenience, making it unnecessary to retype your username and password every time you logon. You may refuse to accept cookies by selecting this setting on your browser, although this may prevent you from being able to use certain websites that require cookies.

12. Linking to external sites
When using the glistrr website and materials, you will encounter links to external websites. Please be aware that once you click to one of these sites, you are subject to that site's privacy policy and glistrr can accept no responsibility for your privacy in relation to your use of external websites.

13. Your consent
By submitting your information to glistrr, you consent to the use of that information as set out in this policy. You should review this policy regularly, to note any changes as to how we collect and use personal information.
Thank you for reviewing this information. If you have any questions about this policy, please contact support@glistrr.com.

14. Notification of Changes
We may occasionally modify our Privacy Policy; when this happens, we will publish details on this web page. We will not however significantly change how we use information you have already given to us without your prior agreement.

15. Your rights to access personal information
You have the right to receive information about the personal data (as defined in the Data Protection Act 1998) we maintain on you upon written request and payment of a fee. If you are concerned that any of the information we hold on you is incorrect please contact us.

Contest Terms & Conditions

The promotion details form part of these terms and conditions.

glistrr is not the Promoter of the promotion.

Entry is not open to employees (and their families) of glistrr, the Promoter, its agents, the suppliers of the prizes and any other companies associated with the promotion.

By entering the competition entrants confirm that they have all necessary permissions from the creator(s) of any content submitted and from any persons contained in such content.

Use of a false name or address will result in disqualification.

All entries must be made directly by the person entering the competition.

Registration for promotions made using methods generated by a script, macro or the use of automated devices will be void.

No responsibility can be accepted for entries lost, delayed or corrupted, or due to computer error in transit.

The prizes are as stated, are not transferable to another individual and no cash or other alternatives will be offered.

The winner(s) is (are) responsible for expenses and arrangements not specifically included in the prizes, including any necessary travel documents, passports and visas.

Prizes are subject to availability and the prize supplier’s terms and conditions.

The Promoter reserves the right to amend or alter the terms of competitions at any time and reject entries from entrants not entering into the spirit of the competition.

In the event of a prize being unavailable, the Promoter reserves the right to offer an alternative prize of equal or greater value.

The winner(s) must be aged 18 or over. Proof of identity and age may be required.

The winner(s) agree(s) to the use of their name, photograph and disclosure of county of residence and will co-operate with any other reasonable requests by the Promoter relating to any post-winning publicity.

Unless stated otherwise the winner(s) will be drawn at random from all correct entries received by the closing date containing details of the competition ("Promotional Material").

Unless stated otherwise winner(s) will be contacted by email.

Failure to respond and/or provide an address for delivery, or failure to meet the eligibility requirements or these terms and conditions may result in forfeiture of the prize.

Where applicable, the decision of the judges is final based on the criteria set out in the Promotional Material and no correspondence will be entered into over this decision. Competitions may be modified or withdrawn at any time.

The information provided by you will be used for communication regarding your competition entry including confirmations and reminders, providing you with information on our products and services, personalising your experience and improving our service amon.

The provider of the prize is specified within the Promotional Material.

By entering this promotion you agree that glistrr limited may contact you with notifications regarding this promotion and from time to time with news about other similar promotions. Your details will not be passed to third parties. You will be able to unsubscribe from this service by the unsubscribe link.

By entering this promotion you agree that the Promoter may add you to their regular email list. Your details will not be passed to third parties. You will be able to unsubscribe from the Promoter’s service by contacting the Promoter.

In the event of a conflict between these terms and conditions, the Promotional Material and the Promoters Terms, the Promotional Material will prevail over the Promoters Terms and the Promoters Terms will Prevail over these terms and conditions save that the Promoter shall always be deemed to be the Promoter listed in the Promotional Material.

Ticket Sales

Who You Are Buying From
glistrr acts as the ticketing agent of those who are promoting or otherwise providing the events for which you purchase tickets, such as venues, promoters, artists and their representatives or agents (“Event Organizers”). glistrr facilitates your purchase of an Event Organizer’s tickets, and handles delivery of electronic tickets. In some cases, physical tickets may also be available. glistrr facilitates but does not process payment for ticket purchases. Where service charges are applicable, the service charge is processed by glistrr through our payment gateway.

Purchase Channels
glistrr makes tickets available for purchase through the following channels (“Purchase Channels”).
glistrr Facebook App – operating within the Facebook page of the Event Organizer, promoter or venue.
glistrr Website Widget – operating within the web page of the Event Organizer, promoter or venue.
Springo: Events and Offers (iOS/Android App)
Direct Sales – sales made directly by Event Organizer (phone, email, in person sales) facilitated through the glistrr platform.

Pricing and Availability
glistrr sells tickets on behalf of Event Organizers, which means we do not set ticket prices, refund policies, seating availability or guarantee admission to events. glistrr does not control ticket inventory or availability. glistrr may not be the only distribution channel, and pricing and availability in other channels may vary from glistrr inventory.

Order Confirmation
If you do not receive confirmation from any Purchase Channel (in the form of a confirmation page or email) after submitting payment information, or if you experience an error message or service interruption after submitting payment information, it is your responsibility to confirm with glistrr Customer Service whether or not your order has been placed. Only you may be aware of any problems that may occur during the purchase process. glistrr will not be responsible for losses (monetary or otherwise) if you assume that an order was not placed because you failed to receive confirmation.
It is your responsibility to verify that your email address and telephone number are correct before completing a purchase. glistrr may store and pre-fill the checkout form with your contact information from previous transactions in order to allow a faster checkout experience. Before placing an order, it is your responsibility to ensure that this information is correct, and that you can access the email account to which electronic tickets will be delivered. If you cannot access the account to which your tickets have been delivered, it is your responsibility to contact glistrr Customer Service as soon as possible. glistrr will not be responsible for losses (monetary or otherwise) if you cannot access the accounts to which your tickets have been delivered, or if the contact details for the transaction are incorrect.

Service Fees
Tickets purchased through glistrr Purchase Channels are typically subject to a service fee. In some cases, delivery charges may also be owed. Service fees are non refundable.

Canceled and Postponed Events
Occasionally, events are canceled or postponed by the Event Organizer. Should this occur, glistrr or the Event Organizer will attempt to contact you to inform you of refund or exchange procedures for that event.
glistrr acts as the agent of the Event Promoter and as such typically only offers refunds and/or exchanges based on the event organizers instructions. glistrr is not obligated to issue a refund except to the extent that the Event Organizer instructs us to issue a refund, and the Event Organizer has the available funds to facilitate a refund. In order to receive a refund or an exchange that may be offered, you will have to comply with the Event Promoter’s instructions or deadlines, which, along with the decision about whether or not to issue a refund or an exchange, may be at the Event Promoter’s discretion.
If glistrr issues you a refund for a ticket, it will issue a refund of the ticket’s face value paid (or, if a discounted ticket, then instead the discounted ticket price paid), and where possible all service fees. glistrr does not guarantee that service fees will be refunded – it is the responsibility of the Event Organizer to provide funds to glistrr to cover service fee refunds. The availability of these funds are not guaranteed. In no event will delivery charges or any other fees or amounts be refunded. If a refund is issued, it will be issued using the same method of payment that was used to purchase the tickets. If a credit card was used to make the refunded purchase, then only that actual credit card will receive the credit for the refund. glistrr will not be liable for travel or any other expenses that you or anyone else incurs in connection with a canceled or postponed event.
If an event is canceled, please contact http://support.glistrr.com for information on receiving a refund. If the event was moved or rescheduled, the Event Promoter may set refund limitations. Contact http://support.glistrr.com for exact instructions. Please make sure to include your full name, the email address to which the ticket was delivered, and the telephone number used in the transaction.

Refunds and Exchanges
Before completing a ticket transaction, carefully review your event, ticket type and seat choices. glistrr acts as an agent for the Event Organizer this prevents glistrr from issuing exchanges or refunds after a ticket has been purchased or for lost, stolen, damaged or destroyed tickets (unless instructed otherwise by the Event Organizer). Tickets are non-refundable, unless otherwise stated by the Event Organizer. You agree that you will not attempt to evade, avoid, or circumvent those prohibitions in any manner with regard to tickets you purchased. Without limiting the generality of the foregoing, you will not contact glistrr to seek a refund or exchange from glistrr without first seeking authorization to do so from the Event Organizer directly, and you will not dispute or otherwise seek a “chargeback” from the company whose credit card/debit card you used to purchase tickets through glistrr Purchase Channels. Should you do so, your tickets may be canceled, and glistrr may, refuse to honor future ticket purchases made from all credit/debit card accounts or online accounts on which such chargebacks have been made, and may prohibit all persons in whose name the credit card accounts exist and any person who accesses any associated online account or credit card or who otherwise breaches this provision from using glistrr.

Pricing and Other Errors
If the amount you pay for a ticket is incorrect for any reason, regardless of whether this is because of an error in a price posted on the website or otherwise communicated to you, or you are able to order a ticket that was not intended for sale at the time of purchase, then glistrr will have the right to cancel that transaction and refund to you the amount that you paid. This will apply regardless of whether because of human error, unauthorized pricing/ticket changes or a transactional malfunction of any website or glistrr Purchase Channels.

Limitation of Liability
glistrr is an agent for Event Organizers and not responsible for any risks incidental to the event for which a ticket is issued, at any time. You waive any claims for personal injury or death against glistrr, its management, officers, directors, owners, employees or agents on behalf of yourself and any accompanying person.

Right of Admission/Ejection
Event Organizers reserve the right, without refund of any amount paid, to refuse admission to, or eject, any person who fails to comply with Event Organizer rules, or for any other reason. A ticket is not redeemable for cash. All rights of admission are reserved by Event Organizers and/or venues at which events are held.

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