Effective October 26, 2026
This User Agreement (the “Agreement”) governs your access to and use of the Crew app, website, event pages, payment flows, messaging tools, and related services (the “Service”). The Service is operated by ALETHEIA SYSTEMS HOLDINGS LIMITED. Company and contact details are available in Company & Contact.
By creating an account or using the Service, you agree to this Agreement. Nothing in this Agreement removes rights or protections that cannot legally be excluded or limited.
You must be at least 18 years old to use the Service, including to join or organize events. When you create an account or agree to an updated version of this Agreement, you confirm that you are at least 18. You may use the Service only where permitted by applicable law and any relevant sanctions, payment-provider, or app-store requirements.
Specific events or features may have separate age or eligibility requirements, including event-specific requirements and payment, payout, identity, or provider checks. If you use the Service for an organization or business, you must have authority to act for it.
You must provide information that is accurate where the Service requires it and keep your account credentials, verification codes, devices, payment access, and payout access secure.
You are responsible for activity carried out through your account except where it results from our breach, negligence, or another reason for which applicable law makes us responsible. Tell us promptly if you believe your account or payment access has been used without permission.
We may require re-authentication, verification, security review, or temporary restrictions where reasonably needed for account security, fraud prevention, payment integrity, safety, legal compliance, or provider requirements.
The Service provides tools to create, publish, discover, and interact with user content; follow and communicate with other users; and discover, create, join, manage, communicate about, and, where available, pay for events.
Unless we clearly state otherwise for a specific event, user-created events are organized by their organizers, not by us. We do not routinely verify every user, event, venue, route, permit, qualification, insurance policy, or safety arrangement, and we do not guarantee that user-provided information is accurate, complete, safe, lawful, or suitable for you.
Before joining an event, review the event information and decide whether it is suitable for you. Participants must act lawfully, safely, and respectfully.
The Service is not an emergency service. If you are in immediate danger or need urgent help, contact local emergency services.
If you create, publish, manage, or host an event, you are responsible for the event unless we clearly state that we are the organizer.
Organizers must give participants accurate, clear, current, and non-misleading information before they join or pay. This includes material details such as the event purpose, date and time, location or route, price and disclosed fees, capacity, cancellation and refund conditions, access or participation requirements, and important safety information.
Organizers are responsible for event delivery and for permits, licences, insurance, taxes, invoices, receipts, accessibility information, safety planning, and other local obligations where those requirements apply. Organizers must not create illegal, unsafe, fraudulent, discriminatory, exploitative, infringing, or misleading events.
Event-specific rules cannot override applicable law, mandatory consumer rights, platform payment requirements, safety obligations, or this Agreement. Any Organizer Terms made available by the Service supplement these basic obligations rather than replace them.
Payments and payouts are processed through Stripe and Stripe Connect; banks and card networks may also be involved. The purchase or payout flow will show the price, currency, applicable fees, and other material payment terms before the relevant action where required.
When the payment for a paid event registration is authorized, Crew emails a registration confirmation to the address you confirm before paying. It shows the event, its time and place, the organizer, the authorized amount and the latest time it will be charged, and the refund rules. After a successful payment, Stripe emails a receipt to the same address. The receipt shows the event, its start time, the amount paid and the payment date.
For paid event registrations, the 24-hour platform refund rule is the default automatic refund rule. If a participant cancels at least 24 hours before the scheduled event start time, a captured payment is refunded in full automatically. If the payment has only been authorized, the authorization is cancelled or released instead.
If a participant cancels less than 24 hours before the scheduled start time, automatic refund does not apply. A refund or other remedy may still be required or provided where an organizer materially changes an event, the event is not delivered, there is a confirmed safety or fraud issue, there is a payment error or duplicate charge, or applicable law gives the participant additional rights.
If an organizer removes a participant from a paid event, a captured payment is refunded in full automatically, however close the removal is to the scheduled start time. If the payment has only been authorized, the authorization is cancelled or released instead. The participant is notified of the removal together with the reason the organizer gave.
If an organizer or Crew cancels an event, every captured payment for it is refunded in full automatically, and payments that have only been authorized are cancelled or released instead. Participants are notified of the cancellation.
When an official payment flow is available for an event, organizers must not require participants to replace it with cash, bank transfer, external payment links, private wallets, or other off-platform settlement. We may be unable to investigate or support payments made outside the Service.
Organizer funds may be held, delayed, reversed, recovered, or offset where reasonably necessary for refunds, disputes, chargebacks, fraud, cancellation, non-delivery, policy violations, legal obligations, payment-provider requirements, or payment-integrity review.
Subscriptions and other paid features, where offered, are billed only through Stripe and follow the price, renewal, cancellation, billing, and refund terms shown before purchase, together with Stripe’s rules and mandatory law.
You keep ownership of content you create or upload, subject to rights held by others. You must have the rights needed to share that content and must not use the Service to infringe privacy, intellectual-property, confidentiality, publicity, or other rights.
When you upload, publish, send, or share content through the Service, you give us a worldwide, non-exclusive, royalty-free licence to host, store, reproduce, display, transmit, format, translate, moderate, preserve, and distribute that content as reasonably necessary to operate, secure, and provide the Service, including public event pages, sharing, notifications, moderation, fraud prevention, dispute handling, and legal compliance. We may sublicense those rights to service providers only as needed to provide those functions.
This licence does not transfer ownership of your content and lasts only for as long as reasonably needed for those purposes, including any lawful retention period.
You must not use the Service to break the law, harm or harass others, discriminate, impersonate, exploit, defraud, spam, phish, distribute malware, infringe rights, expose another person’s private information without permission, bypass required payment or safety controls, interfere with the Service, or facilitate prohibited or seriously unsafe activity.
You must not reverse engineer, decompile, or disassemble the app or the Service, or attempt to derive their source code, except to the extent applicable law expressly permits it despite this restriction, such as decompiling to achieve interoperability with an independently created program under the EU Software Directive (Directive 2009/24/EC) or equivalent national law.
Without our prior written permission, you must not use bots, scrapers, crawlers, or other automated means to access the Service or to collect its content or data in bulk. This does not apply to normal use of the app, website, and features we provide, or to search engines indexing public pages as our robots.txt allows.
You must not bypass, disable, or interfere with security measures, rate limits, or access controls of the Service. Without our prior written permission, you must not use the Service, or content or data obtained from it, to train or fine-tune artificial intelligence or machine learning models. This does not restrict how you use your own content.
We may remove or restrict content, events, accounts, registrations, payments, payouts, or access to features where reasonably necessary for safety, fraud prevention, legal compliance, payment integrity, provider requirements, or enforcement of this Agreement and the Community Guidelines. The action taken may depend on the seriousness, context, history, and risk involved.
Crew has zero tolerance for objectionable content and abusive users. You can report content and users and block other users in the app. Reports are decided automatically within 24 hours: content that violates this Agreement or the Community Guidelines is removed, and suspending or removing the accounts responsible is decided by our team.
You can challenge a moderation or enforcement decision by appealing in Crew Studio > Appeals or by emailing support@crew-app.com. The Community Guidelines and, where applicable, DSA & Reporting provide more detail about reporting and moderation.
Our Privacy Policy explains how personal data is handled. The Cookie Policy explains cookies and similar technologies. Account deletion and privacy rights are handled under those policies and the available account tools.
Some Service features depend on third parties such as payment providers, app stores, map providers, hosting providers, or communications providers. Their own terms and privacy notices may apply to the services they provide. We are not responsible for a third party’s independent acts or failures except where applicable law makes us responsible.
We may update this Agreement when the Service, law, safety requirements, payment arrangements, or provider requirements change. Where a change is material, we will provide notice in a reasonable way where required by law. The updated Agreement will state its effective date.
We may suspend or restrict an account, event, payment, payout, or feature where reasonably necessary because of a serious or repeated breach, fraud, safety risk, legal requirement, payment risk, provider rule, or threat to the Service. We may terminate access where continued use cannot reasonably be allowed for those reasons.
You may stop using the Service at any time and may request account deletion through the available account-deletion process. Some records may need to be retained as explained in the Privacy Policy and applicable law.
We aim to provide the Service with reasonable care and skill. However, online services and user-created events can be interrupted, changed, delayed, or unavailable, and we cannot guarantee that every event, organizer, participant, venue, route, message, payment, or third-party service will always be accurate, safe, available, or error-free.
Nothing in this Agreement excludes statutory rights, consumer protections, refund rights, privacy rights, or any warranty, duty, or liability that cannot legally be excluded or limited.
Nothing in this Agreement excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.
For consumers, we remain responsible to the extent required by law for losses that are a foreseeable result of our breach of this Agreement or failure to use reasonable care and skill. We are not responsible for losses caused solely by user-created events, organizers, participants, user content, off-platform transactions, third-party services, or events outside our reasonable control unless applicable law makes us responsible.
If you use the Service for business or organizer purposes, you remain responsible, to the extent permitted by law, for losses and third-party claims caused by your unlawful conduct, your event, your content, or your breach of this Agreement or applicable organizer obligations.
This Agreement is governed by the laws of England and Wales unless mandatory law in your country gives you protections that apply regardless of that choice. Nothing in this Agreement prevents a consumer from using courts or legal remedies available under mandatory local law.
If a dispute arises, please use the available support route first so we can try to resolve it informally. Where applicable law requires or provides for alternative dispute resolution, we will provide or participate in the required process as applicable.
The Privacy Policy, Community Guidelines, Safety Guide, Organizer Terms, Payment & Refund Policy, purchase terms, and event-specific rules may supplement this Agreement where relevant and where they are made available for the relevant feature or transaction. A more specific rule applies to its subject only to the extent it is consistent with mandatory law and this Agreement.
This Agreement and our other policies are available in English and Chinese. If the two versions differ, the English version controls, unless mandatory law requires otherwise; this does not limit rights you have under mandatory local law.
Company details and official contact routes are listed in Company & Contact.