Ticketing Terms & Conditions

Sale of CloudJoi Tickets are subject to the following Terms and Conditions

CloudTheatre Sdn Bhd ("CloudJoi", "we", "us", "our") is a private limited company incorporated in Malaysia with business registration number 202001024125. By purchasing a ticket, you agree to be bound by these terms and conditions.

This ticketing terms & conditions page outlines the terms and conditions governing your purchase of tickets for events hosted on our platform.
By purchasing one or more Items from us, you acknowledge that you have read, understood and agree to be bound by the terms and conditions of this ticketing terms and conditions. If you do not agree with this Purchase Policy or any other applicable terms and conditions, or if you cannot comply with any of them, then you must not make a purchase.

We reserve the right from time to time to make changes to this Ticketing Terms & Condition. Where we make any such changes, we shall post the updated version of this Ticketing Terms & Condition on our website. Therefore, we recommend you check this Ticketing Terms & Condition regularly to stay informed of its current terms and conditions. All purchases are subject to the applicable version of this Ticketing Terms & Condition that was published at the time of purchase.

General Information

  • Any feedbacks or complaints regarding the event will be directed to, and dealt with by the event organiser.
  • The Organiser reserves the right to postpone, cancel, interrupt, or stop the Event due to failure of broadcast, technical issues, instructions by authority, or any other causes beyond its control.
  • The Organiser may add, withdraw, or substitute artistes and/or vary advertised programmes, event times, seating arrangements and audience capacity without prior notice.
  • Photography, audio or video recording is subject to the event organiser kindly check with the respective organiser.

General Ticket Purchase

  • Tickets are non-refundable, all ticket purchases are final.
  • Tickets purchased from unauthorised sites or sources may be counterfeit or otherwise invalid; such purchases are made at your own risk.
  • The resale of tickets at the same or any price in excess of the initial purchase price is prohibited. CloidJoi reserves the right to cancel tickets that have not been purchased from CloudJoi or other authorised point-of-sale.
  • Ticket purchasers who are under 18 years old should seek parental consent before purchasing tickets/merchandises from our website. By transacting on our website, the purchaser certifies that the purchaser is at least 18 years of age and understands and accepts these conditions of use.
  • No refunds will be given or claims entertained due to any change in ticket prices or discounts.

Promo Code Usage

  • Promotions with limited durations are subject to specific terms and conditions per event basis, are not combinable with other offers unless stated otherwise, and in case of conflict, the specific terms for limited promotions prevail over general terms. We will not entertain promo codes beyond their specified validity period.
  • We will not entertain requests of late submissions of promo codes, rebates, and discounts after the completion of the checkout process. 
  • No refunds will be issued, and no claims will be entertained for any adjustments in ticket prices resulting from promo codes, rebates, or discount codes that were not entered prior to the completion of the checkout process. 
  • Ticket purchaser are advised to ensure the accurate application of such codes before finalizing their purchase.
  • The Organiser may offer discounted tickets after tickets go on sale and will not refund the difference between the original price and the sale price.

Exchange of Tickets

No refund or exchange of tickets will be made under any circumstances unless the Event is postponed or cancelled. In the event of postponement or cancellation, the ticket purchaser is advised to refer to the Event Cancellation or Postponement section for further guidance.

While we make efforts to send reminder emails before the event, the ticket purchaser is responsible for ensuring attendance. The notification serves as a goodwill gesture, and we explicitly disclaim liability for any complaints or exchange requests resulting from the ticket purchaser's failure to attend. It should be noted that we do not guarantee the delivery of pre-event notifications.


  • Only valid ticket holders will be granted admission to the event.
  • Proof of identity may be required to shown to obtain discounts and upon admission such as student identification, MyKad or Passport for senior citizens.
  • Venue Owner or Event Organiser reserves the right without refund or compensation to refuse admission to any persons whose conduct is disorderly or unbecoming.
  • Infants in arms or children without tickets will not be admitted for safety reasons.
  • Latecomers can only be admitted at a suitable break during the performance at the discretion of the Venue Owner. However, admission cannot be guaranteed and no refund request would be entertained.
  • The Ticket Holder agrees to submit to any search for any prohibited items including but not limited to weapons, controlled, dangerous and illegal substances and recording devices.


  • Sharing of Passcode is strictly prohibited. A single Passcode can only be used to stream on one device only.
  • It is at the Ticket Purchaser's responsibility to ensure a stable Internet connection for smooth streaming.
  • Strictly no audio recording or screen recording is allowed during the Event.

Personal Information

  • Personal information is collected from all Ticket Purchasers in order to facilitate ticket purchase or other services available.
  • This information is collected and used in accordance with our Terms of Use and Privacy Policy, which form part of these terms & conditions.
  • By providing any personal information to CloudJoi, you agree that CloudJoi shall be entitled to use and process such data.


If an Event is postponed or cancelled, the Event Organiser shall at its own discretion place notices advising procedures for Refund Request and Refund Request Period within which the Ticket Purchasers may request for refund.

  • No refunds will be made if the Refund Request is made after the Refund Request Period. Such unrefunded sums shall be dealt with at CloudJoi or the Event Organiser's sole discretion.
  • Ticket Purchasers are required to provide refund information like contact information, proof of purchase, and banking details for the refund to be processed.
  • All refund requests should be directed to the event organiser. CloudJoi, acting as the event organiser's agent, may process refunds, subject to the event organiser authorization and the availability of sums held by CloudJoi for the event organiser. 
  • CloudJoi will not process refunds if the event organiser hasn't authorized us, prepaid sums, or if CloudJoi no longer holds event organiser's proceeds.
  • For the avoidance of doubt, complimentary tickets shall not be eligible for refunds.

Prohibited Conduct

Please review the following rules and regulations to understand the behaviors and actions that are strictly prohibited during the events. By attending or participating, you agree to adhere to these guidelines, contributing to a positive and respectful environment for everyone involved.

Those prohibited conduct includes, but is not limited to:

  • Bringing illegal drugs or weapons to the event.
  • Engaging in disorderly or disruptive behavior.
  • Failing to comply with the event's rules and regulations.
  • Violating the terms and conditions of these tickets.

CloudJoi, event organiser, venue owner reserves the right to remove any person from the event who engages in prohibited conduct. This includes, but is not limited to, confiscating tickets and barring entry to future events.

Limitation of Liability

To the fullest extent allowed by law, we (including our affiliates, parent companies, subsidiaries, and their officers, directors, employees, agents, legal representatives, and subcontractors) and the pertinent Event Organizer shall not be held responsible for any loss, injury, or damage to any individual (including yourself) or property, regardless of the cause (whether by our actions and/or those of the Event Organizer):

  • in situations where there is no violation of contract or legal duty of care on our part or the relevant Event Organiser; 
  • in cases where the loss or damage is not directly attributable to such violation (except for death or personal injury arising from our or an Event Partner's negligence);
  • or to the extent that any escalation in such loss or damage stems from your negligence or a breach of any terms outlined in this Purchase Policy, and/or any other relevant terms and conditions, and/or any applicable laws or regulations.

To the fullest extent allowed by law, we (inclusive of our affiliates, parent companies, subsidiaries, and their officers, directors, employees, agents, legal representatives, and subcontractors) and our associated Event Organiser, shall not assume liability for any indirect or consequential losses, including but not limited to loss of data, profits, revenue, earnings, goodwill, reputation, enjoyment, or opportunity, or for distress, or any exemplary, special, or punitive damages. These losses may arise directly or indirectly from your use of the CloudJoi Services and/or any purchases made under this Purchase Policy. It is important to note that:

  • Personal arrangements and expenditure, including travel, accommodation, hospitality and other costs and expenses incurred by you relating to an event which have been arranged by you are at your own risk, and neither we nor the relevant Event Partners shall be responsible or liable to you for any wasted or unrecoverable costs or expenditure in relation to such personal arrangements, even if caused as a result of the cancellation, rescheduling or alteration of an event for which you have purchased tickets under this Purchase Policy; and
  • We, nor any applicable Event Organiser, assume responsibility or liability to you for any loss of enjoyment or amenity, even in cases where an event has been cancelled, rescheduled, or altered.
  • We, along with any pertinent Event Organiser, are not responsible or liable to you, and you will not be entitled to any refund, if admission to a venue or event is denied or revoked due to your violation of any Event Organiser' terms and conditions.
  • We do not assume responsibility for any internet connection errors encountered during the use of the CloudJoi Services.
  • We are not responsible for actions or failures of any Venue, performer, promoter, or other Event Organisers. We are not liable for death, personal injury, loss, or damage to property unless caused by our negligence during event attendance.
  • We will not be liable to you for the failure to perform any obligations under this Purchase Policy to the extent that the failure is caused by a force majeure event. This includes causes beyond our reasonable control, such as acts of God, war, insurrection, riot, civil disturbances, acts of terrorism, fire, explosion, flood, theft of essential equipment, malicious damage, strike, lockout, weather, third-party injunction, national defense requirements, acts, or regulations of national or local governments.

Donations via CloudJoi

  • The value of donations is considered final upon the completion of payment. CloudJoi will not entertain any disputes regarding the amount of the donation.
  • CloudJoi serves as a platform facilitating donations on behalf of event organizers. We do not bear any responsibility for the utilization of donations, as it is at the discretion of the event organizer.
  • Any complaints or disputes regarding donations should be directed to the respective event organizer.
  • No refunds will be issued for completed donations under any circumstances.
  • CloudJoi reserves the right to amend or update these donation terms without prior notice. Users are encouraged to review the terms periodically for any changes or updates.

Other Disclaimers

The ticket holder acknowledges and assumes all risks associated with attending the event, including weather changes, travel to and from the venue, and collisions. The ticket holder releases CloudJoi, Venue Owner, Event Organiser, event performers/players, and their agents from any liability for injury or loss of property, occurring before, during, or after the Event.

Personal arrangements and expenditures, including travel, accommodation, hospitality, and other costs related to an event arranged by the ticket purchaser, are at their own risk. Neither we nor the relevant Event Organiser shall be responsible or liable for any wasted or unrecoverable costs or expenses, loss of enjoyment or amenity, or denial of admission to a venue or event due to the ticket purchaser's breach of Event Partners' terms and conditions. This applies even if such situations arise from the cancellation, rescheduling, or alteration of an event for which the ticket purchaser has purchased tickets under this Ticketing Terms & Condition.

In certain instances, we may permit the sale or distribution of selected Tickets by Approved Third Parties on Third Party Sites. However, it is important to note that these Third Party Sites are independent entities not owned, controlled, or managed by us. Consequently, we do not warrant, endorse, guarantee, or assume responsibility for any information, materials, content, products, or services provided by third parties on Third Party Sites, nor for any acts or omissions of the Approved Third Parties. These Third Party Sites may have their own terms, conditions, and privacy policies, for which we disclaim any responsibility or liability.

You warrant that you are authorized by all your Ticket Holders to consent, and hereby consent to CloudJoi's, Event Organiser's, and Venue's collection, use, processing, and disclosure of all personal data contained in the Declarations submitted by you, in accordance with our Privacy Policy as well as these Terms and Conditions.

Queries, Compliants and Dispute

If we need to contact you, we will use your contact details or the information you provided at the time of purchase if it wasn't online. It's your responsibility to update us on any contact detail changes, especially your email address, which is our preferred method of communication. Check your junk/spam folders for our emails.

  • For queries or complaints about your purchase, please contact us here, mentioning any Order ID, Email Address and name of the event.
  • We will acknowledge your query or complaint promptly, and in any case, within five business days of receiving it.
  • Before responding to your query or complaint, we may need to contact one or more Event Organiser for additional information.
  • In case of a dispute, we will make reasonable efforts to consult or negotiate in good faith for a just and equitable settlement that satisfies you, us, and any relevant Event Organiser. Please be aware that certain complaints may take up to 30 working days to resolve.
  • For the avoidance of doubt, any complaints regarding the Event and/or regarding the Venue shall be directed solely to and dealt with by the respective Event Partners.

Please be advised that any aggressive or abusive behavior towards our staff or representatives, as well as making unreasonable demands or persisting in such conduct (including threats, abuse, or harassment in any form or media), is strictly prohibited. We reserve the right to take appropriate action, as deemed reasonably necessary in the circumstances, to address such behavior towards our staff or representatives.

Amendments to Terms

We reserve the right to modify or amend any terms of this Purchase Policy at any time. Any such changes will be effective immediately upon posting on the CloudJoi platform. It is your responsibility to review these terms periodically, and continued use of the CloudJoi Services constitutes acceptance of any modifications.