Terms of Use

1. What the Platform does — and what it does not

Palco lets an organiser create events, define ticket tiers and prices, publish a sales page, take payments, issue tickets with an entry code, control access at the door and follow sales and payouts.

Palco does not organise events. The event belongs to the organiser: they set the programme, venue, time, price, access conditions and refund policy, and they are responsible for delivering what they sell. Palco is the infrastructure through which the ticket is sold and delivered.

2. Account, team and security (organisers)

1. Registration. The organiser must provide true, complete and up-to-date details, including legal name, tax number and billing address.
2. Credentials. The organiser is responsible for keeping credentials confidential and for everything that happens in their account. Any suspicion of unauthorised access must be reported immediately to apoio@palco.cloud.
3. Team and door staff. The organiser may invite collaborators and assign roles with different permissions. Each invitation is personal and must not be shared. The organiser is answerable for the acts of those they invite.
4. Prohibited use. The Platform may not be used to sell tickets to unlawful events, to circumvent legal capacity limits, for automated speculative resale, or for any activity that breaches Portuguese or European Union law.

3. Prices, commission and payouts (organisers)

1. Commission. Palco charges a commission on each ticket sold. The percentage and fixed component that apply are those agreed with each organiser and are always visible in the dashboard, before and after every sale.
2. Payment processing costs. Payment processor fees are added and itemised on each movement.
3. Payouts. The organiser is paid through a connected Stripe account, subject to any identity verification Stripe requires. Until that verification is complete, Stripe may hold funds — a situation outside Palco's control.
4. Invoicing the buyer. The ticket invoice is issued by the organiser to the buyer. Palco invoices the organiser for its commission.
5. Taxes. Each party is responsible for its own taxes, including VAT at the applicable rate.

4. Buying tickets (buyers)

1. Who you contract with. Buying a ticket is a contract between the buyer and the event organiser. Palco acts as the sales and issuing platform.
2. Price. The total price, including any fees, is shown before confirmation. No cost appears only at the final step.
3. Delivery. The ticket is sent to the e-mail address provided and remains permanently available at its own address, which requires no account and can be re-sent at any time from the event page.
4. Entry. Each ticket carries a unique entry code and is valid once. Duplicating or sharing the code may prevent entry for whoever arrives second.
5. Attendee data. Where the organiser asks for additional details at checkout, that data is processed on their behalf — see the Privacy Policy.

5. Refunds, cancellations and changes

1. The policy belongs to the organiser. Refund conditions are set by the organiser and shown on the event page before purchase. That policy governs the request.
2. Right of withdrawal. Under Article 17(1)(l) of Decree-Law 24/2014 of 14 February, there is no 14-day right of withdrawal for tickets to leisure activities with a specific date or performance period. This is the legal regime applying to most tickets sold on this Platform, not a restriction imposed by Palco or the organiser.
3. Cancelled or postponed events. If the organiser cancels the event, it is the organiser who owes the refund under the law. Palco provides the technical means for the refund, within the limits of the available balance and the payment processor's rules.
4. How it works. Approved refunds are returned to the payment method used for the purchase. The time it takes to appear depends on the card issuer.

6. Data protection (organisers)

For buyer and attendee data, the organiser is the controller and Palco is the processor. In that capacity:

• The organiser warrants that it has a lawful basis for processing that data and for the messages the Platform sends on its behalf, and that it provides its buyers with clear privacy information.
• The organiser undertakes to use attendee data only for the event it relates to. Using it for its own marketing requires a separate lawful basis, which it is the organiser's responsibility to obtain.
• Palco undertakes to process that data only on the organiser's documented instructions, to maintain the security measures described in the Privacy Policy, to impose the same obligations on any sub-processor it uses, to assist the organiser with data subject requests and breach notifications, and to delete or return the data at the end of the contract.
• This section constitutes the processing agreement required by Article 28 GDPR.

7. Intellectual property

The software, interface design, brand and documentation of Palco are the exclusive property of [denominação social a preencher] or its licensors. The organiser receives a limited, revocable, non-exclusive and non-transferable licence to use the Platform under this contract.

Content uploaded by the organiser — names, texts, cover images, logos — remains theirs. By uploading it, they grant Palco the licence needed to display it on the event page, on tickets and in related e-mails.

8. Availability and limitation of liability

1. Availability. We use commercially reasonable efforts to keep the service available, but do not warrant uninterrupted or error-free operation.
2. What we do not compensate. Palco is not liable for lost profits, lost box-office revenue, production costs, or damage arising from the cancellation, postponement or poor execution of an event — all of which are the organiser's responsibility.
3. Cap. To the extent permitted by law, Palco's aggregate liability to an organiser is limited to the commissions paid by that organiser in the 12 months preceding the event giving rise to the claim.
4. No cap. Nothing in these Terms excludes liability for wilful misconduct, gross negligence, or any liability that the law does not allow to be excluded, including consumer rights.

9. Suspension and termination

The organiser may close their account at any time, without prejudice to obligations already owed to buyers.

Palco may suspend or close an account for breach of these Terms, well-founded suspicion of fraud, an order from a competent authority, or serious risk to buyers. Where possible we give notice beforehand; where the risk does not allow it, we give notice immediately afterwards.

10. How we rank events

Events shown on the home page are ranked by a score calculated by Palco. Four of the five parameters are about the event itself and are recalculated hourly, identical for everyone; the fifth is how far the event is from you.

The parameters, by weight:

1. How soon the event is — 36 %. Sooner comes first, and the gap between "tomorrow" and "next week" counts for far more than the gap between "March" and "April".
2. Tickets sold in the last seven days — 24 %. Counted in proportion to the size of the event, so that a small event selling out is not buried behind a large one standing still.
3. Being near you — 20 %. An event in your municipality gets the full amount; in your district, half; anywhere else, nothing. No event is penalised for being far away — nearby ones are helped.
4. A complete page — 12 %. Whether the event has a cover, description, venue and programme filled in.
5. Public interest in the last two weeks — 8 %. How many people pressed the "Hype" button on the event page. The first few presses do not count, and past a certain number more presses are worth no more.

How we know where you are, and how to correct it. We start from an estimate of your municipality derived from your IP address, which our hosting provider reports to us — we do not store or log the address itself. That estimate is often wrong, especially on mobile networks, so it is always written on the page itself, with a selector beside it to change. If you change it, your choice is kept in a cookie on this site and replaces the estimate. You can choose "Anywhere in Portugal" and distance stops counting.

What does not go into this. Distance is the only thing about you that affects the order. What you looked at before, what you bought, how long you stayed on a page, or any profile built from your use of the site — none of it counts. Two people in the same municipality see exactly the same order.

No payment to Palco changes this order. The promoted slots Palco sells appear in their own spaces, labelled "Featured", and are never mixed into the results nor change the position of any of them.

Search results do not use this score. When you search or filter, the list is shown in chronological order — someone asking "when" wants events by date.

11. Governing law and disputes

These Terms are governed by Portuguese law.

Consumers. In a consumer dispute, the consumer may turn to an alternative dispute resolution body under Law 144/2015 of 8 September. The competent body depends on the consumer's domicile and on the scheme Palco has joined; up-to-date information is provided on request at apoio@palco.cloud. The Portuguese electronic complaints book is also available at www.livroreclamacoes.pt.

Organisers. In disputes between Palco and an organiser, the parties will seek an amicable solution within 30 days. Failing that, the courts of Lisbon have exclusive jurisdiction, with express waiver of any other.