Support

1. How to Reach Us

Choose the product you need help with:

The rest of this page covers Rainure, our events and ticketing app.

2. Response Times

Email [email protected]. Here's when you'll hear back:

3. Before You Contact Us

To help us help you, include:

• The email address on your Rainure account
• The event name and date, if it's about a ticket
• What you expected, and what happened instead
• A screenshot, if you have one

4. Tickets

Your ticket lives in the app under Tickets. No printout or confirmation email needed to get in. Email us if:

• •Your ticket hasn't appeared after paying
• •Your QR code won't scan at the door
• •A transfer went wrong, or you need help sending one
• •You bought the wrong ticket type or quantity

5. Events That Change or Cancel

Events are run by organisers, not by Rainure. If an organiser changes or cancels an event, they're responsible for telling ticket-holders and for their refund policy. If you can't reach an organiser, contact us and we'll chase it on your behalf.

6. Refunds

Each organiser sets the refund policy for their own event. Check the event page before you buy. If an organiser agrees to a refund, or cancels an event, email [email protected]and we'll sort it out with them.

Refunds go back to the original payment method and can take a few working days to appear, depending on your bank. Where the law gives you a refund right that overrides an organiser's policy, that right applies.

7. Your Account & Data

• •Trouble signing in, or changing your name / email / profile
• •Copies of your data or any other privacy request

Deleting your account. Do it yourself any time: open Settings → Delete account in the app. This permanently removes your account and its data. For data copies or other privacy requests, see the Privacy Policy or email us.

8. Safety & Unwanted Contact

You don't have to wait for us. You can act right now:

• •Report a message: press and hold any message in an event or group chat → Report
• •Report a profile: open the profile → ⋯ → Report
• •Block someone: same menus → Block. Their messages disappear immediately.
• •Undo a block: Settings → Blocked people

Every report reaches our Trust & Safety team and is reviewed within 24 hours. We remove content and suspend accounts that break our rules. If you feel unsafe at an event, contact the venue or your local emergency services first, then tell us.

9. For Organisers

Getting verified to sell tickets, payouts and settlements, scanning at the door, managing events, attendees and guest lists. Organiser tools are on rainure.co. Events are created and managed on the web, not in the mobile app.

10. What We Can't Do

• ✕Decide an organiser's event for them: line-ups, timings, venue and entry rules are theirs.
• ✕Get you in without a valid ticket. A ticket already scanned or transferred away can't be reused. That's what stops tickets being copied.
• ✕Reverse a transfer you chose to make. Once transferred, the ticket belongs to the recipient. Only send tickets to people you know.
• ✕Take payments or refunds over email. We'll never ask for card details.

11. If We Get It Wrong

Reply to your existing email thread and ask for it to be escalated, telling us what outcome you want. We'll give you a decision and our reasons. For privacy complaints you can also contact the UK Information Commissioner's Office (ico.org.uk) or your local data protection authority.

12. Who We Are