Tickets are sold through Luma, our ticketing platform, and payment is taken at the time of purchase via Stripe (usually by card). Once your payment goes through, your place is confirmed.

We never see your card details. Stripe handles all of that directly and holds the highest level of payment security certification available (PCI DSS Level 1). You can read more about how Stripe handles data at stripe.com.

If you’re registering a group from the same organisation and need to pay by invoice or under your company’s own payment terms, we’re happy to work something out: we just handle these individually rather than through the standard checkout. Get in touch at hello@sddisrupted.com and we’ll sort it from there. Nothing is confirmed until we’ve agreed the arrangement in writing.

Be aware that if your payment doesn’t go through, your place won’t be reserved. You’re welcome to try again, but availability isn’t guaranteed. We’re not responsible for payment issues on the Luma or Stripe side, and we probably can’t fix them for you. That said, if you’re having trouble at checkout, drop us a line and we’ll see what we can do.

If you can’t make it, you can transfer your ticket to someone else: just get in touch and we’ll sort it out. Transfers are possible at any time before the event, as long as both the original ticket holder and the new attendee are on board.

To arrange a transfer, write to us at hello@sddisrupted.com with the details of both people. We’ll confirm once it’s done.

One thing to keep in mind: if we receive your transfer request more than 15 days before the event, we’ll make sure the new attendee’s badge has their correct name and affiliation, printed like everyone else’s. Requests that come in after that date will still be processed, but since the badges will already have been printed, the new attendee will need to write their name on theirs by hand when they arrive.

Finally, tickets are personal and non-commercial. Reselling a ticket for profit isn’t allowed and may result in the ticket being cancelled without refund.

Once you’ve bought a ticket, that purchase is final. We don’t offer refunds if you can no longer attend, your plans change, or you find a conflict in your schedule. We are sorry if you find this restrictive. But this policy choice reflects our financial reality. As a small, independent association, the costs of running this event are committed well in advance, and ticket revenue is what makes it possible.

If you can’t make it, a ticket transfer is always an option: see section 2.

Under Spanish consumer law, event tickets for a specific date are explicitly excluded from the standard 14-day right of withdrawal that applies to other online purchases. By buying a ticket, you acknowledge that this applies to your purchase.

We’ll always try to find a way to deliver the event before we consider cancelling it. If something forces us to make significant changes — whether that’s a global disruption, a venue issue, or anything else beyond our control — here’s how we’ll handle it:

• If we reschedule: your ticket stays valid for the new date. If the new date doesn’t work for you, you’ll have 30 days from our announcement to request a credit toward a future Service Design Disrupted event.
• If we are forced to move the event online: we’ll do everything we can to make it worth attending. You’ll have the option to participate in the online event, or to receive a credit toward a future event if you’d prefer. We won’t pretend it’s the same thing as being in the room, but we’ll do our best to make it as close as possible.
• If we need to cancel with no alternative: if we genuinely cannot deliver the event in any form, you’ll receive a full refund of your ticket price. This is the one scenario where we think that’s the right thing to do.

We reserve the right to adjust the programme at any time, including the schedule, topics, session formats, and speaker lineup. We’ll communicate significant changes as early as we can, but changes to the programme don’t entitle you to a refund. What we commit to is the experience, not a fixed list of names or sessions.

Everyone at our events — attendees, speakers, sponsors, and the organising team — is expected to behave in a way that is respectful, inclusive, and professional. Our Code of Conduct sets out what that means in practice, including what we consider unacceptable behaviour and what happens if someone crosses that line. It applies for the full duration of the event and at any related activities.

By buying a ticket, you confirm that you’ve read the Code of Conduct and agree to it as a condition of attendance.

We reserve the right to refuse entry to, or remove from the event, anyone who violates the Code of Conduct, fails to follow venue rules, or behaves in a way that puts other participants at risk. No refund will be issued in those circumstances.

Events organised by Service Design Disrupted may be photographed, filmed, or livestreamed. We use this material to document the event and promote future ones on our website, social media, and other communications.

By attending, you acknowledge that you may appear in photos or footage taken at the event. If you’d rather not, please let us know at the time of registration so we can prepare a badge that signals your preference to our photographers and crew. We’ll do our best to respect that throughout the day, though we can’t guarantee you’ll never appear incidentally in a wide shot or crowd photo.

Please don’t record sessions yourself — audio, video, or otherwise — without first getting permission from the speaker and from us. If you’d like to record something, just ask first.

We’re not responsible for anything lost, stolen, or damaged during the event. Please keep an eye on your things — and bear in mind that parts of the venue are accessible to the general public, so not everyone in the building will be an event attendee.

We take reasonable care to make sure our events are run safely and that venues meet appropriate health and safety standards. That said, we can’t accept liability for personal injury during the event unless it results directly from our own negligence.

We’re not responsible for any travel or accommodation costs you incur to attend the event, regardless of what happens on our end — including if the event is cancelled, postponed, or changed. We know that’s a real cost for many people, and we don’t take it lightly. If you’re booking non-refundable travel well in advance, we’d genuinely recommend looking into travel insurance that includes cancellation cover.

When you register for an event, we collect and process some of your personal data — to manage your registration, communicate with you about the event, and understand our audience so we can make future events better.

We take privacy seriously. Our Privacy Policy explains exactly what we collect, why, how long we keep it, and what your rights are. For any privacy-related questions, you can reach us at hello@sddisrupted.com.

Service Design Disrupted is a Swiss association, and these terms are governed by Swiss law. If a dispute arises, we’d always prefer to resolve it by talking, but if it comes to it, the courts of Canton Zurich would have jurisdiction.

That said, if you’re based in Spain or elsewhere in the EU, this doesn’t affect any mandatory consumer protection rights you have under the law of your country of residence. We’ve already flagged the most relevant one in section 3.1 — the Spanish consumer law exclusion for event tickets — but more broadly, nothing in these terms is intended to take away rights that can’t legally be waived.

For any questions about these terms, ticket transfers, group registrations, or anything else related to attending our events, you can reach us at hello@sddisrupted.com.