These terms of use set out the conditions for using the KEiNO app. With the KEiNO app you buy tickets, products and bookings from zones that use KEiNO, and you use them on site. Last updated: 5 November 2026.
Audience Engage Oy (business ID 2786950-7)
Linnankatu 3, 20100 Turku, Finland
Email: info@keino.io
Phone: +358 20 741 1100
Support requests can be sent to support@keino.io.
The privacy policy explains how we process your personal data.
A zone is a seller’s own shop in the KEiNO service. The seller is an association, company or other organisation that sells tickets, products or bookable times in its zone. The seller is responsible for its events, products and services and for their descriptions, prices and conditions.
Audience Engage Oy provides the KEiNO platform. We sell tickets, products and bookings on behalf of and for the account of the seller, receive the payments and settle them to the seller. When you buy something, your purchase is made with the seller. The seller is responsible for organising the event and delivering the product or service.
The seller may set its own conditions for its services, such as cancellation conditions for bookings. They are shown before you buy and apply in addition to these terms of use.
By using the app you accept these terms of use.
When you open the app for the first time, an account is created for you automatically. No registration or password is needed.
Before a purchase or booking you usually verify your phone number with a code sent to you by text message. The verified number is linked to your account and your purchases. With it you can also find tickets bought in the web shop in the app and retrieve your purchases on another device. Use only your own phone number.
If you have not verified a phone number, your purchases are only in the account on the device you bought them with. If you delete the app or lose the device, we may not be able to restore them.
The app has no function for deleting your account. You can ask us to delete your account by emailing support@keino.io. Include the phone number linked to your account in your message. Records of purchases, bookings and refunds are kept for the period required by accounting legislation, also after the account is deleted.
Prices include VAT. You see the total price of your purchase before you pay. We do not charge buyers any service fees.
Payments are processed by Stripe. The available payment methods are shown when you pay. They may include payment cards, Apple Pay, Google Pay and Pay by Bank. Your card number goes directly to Stripe and never reaches our systems. Your purchase is complete when the payment has been accepted.
You can view the receipt in the purchase details in the app. If you give your email address, the receipt is also sent to you by email.
Some bookings are confirmed only after the seller has approved them. If the seller does not approve your booking, you get the full amount you paid back.
The tickets, products and bookings you buy are shown in the app. You can mark a ticket as used yourself by sliding it while a staff member can see your phone screen. You collect products by showing the ticket at the counter.
A used ticket cannot be used again. If a ticket is marked as used by mistake, tell the staff on site straight away. A ticket may have a validity period after which it can no longer be used.
Keep your ticket’s QR code to yourself. A ticket is accepted only once, so if someone uses a copy of it before you, you may not get in.
You can forward a ticket to another person in the app. The recipient gets a link by text message for claiming the ticket. The app shows how long the link is valid. You can cancel the forward as long as the ticket has not been claimed. If the ticket is not claimed in time, it returns to you. Once claimed, the ticket belongs to the recipient and you can no longer use it.
If the service’s cancellation conditions allow it, you can cancel your booking in the app before the deadline given in the conditions. You can see the cancellation conditions in the service details before you book. When you cancel a paid booking, the payment is refunded in full to the payment method you used. The refund usually appears in your account within 5–10 business days.
You cannot cancel ticket or product purchases in the app. Section 5 explains how they are refunded.
The seller decides on refunds for tickets and products within the limits set by law. If an event is cancelled or postponed, the seller is responsible for refunds. In that case contact the seller. You can also contact us at support@keino.io, and we will help you reach the seller.
A refund returns the full price of the refunded purchase to the payment method you used. The refund is paid only to the person who made the payment. A refunded ticket or booking is no longer valid.
Under Chapter 6, section 16 of the Finnish Consumer Protection Act, there is no right of withdrawal for leisure services that are provided on a specific date or within a specific period. For this reason, event tickets and bookings tied to a specific date or time cannot be cancelled under the 14-day right of withdrawal. For product purchases you may have a statutory right of withdrawal, which you exercise towards the seller.
These terms do not limit your rights under consumer protection law, such as your right to claim a remedy if an event, product or service is defective.
You must not use the app unlawfully or in a way that harms others. You must not
To prevent misuse and fraud we record technical data with every purchase, as described in the privacy policy. The seller sees this data for its own sales. If a payment is disputed, we may provide the purchase details to Stripe. If you break these terms, we may restrict or block your use of the app.
The KEiNO app, its program code and design, and the KEiNO name and logo belong to Audience Engage Oy or its licensors. The content of the zones, such as event descriptions and images, belongs to the sellers or their licensors. You get a personal right to use the app in accordance with these terms. You get no other rights to the app or its content.
We aim to keep the service running, but we cannot promise that it always works without interruptions or errors. The service may have breaks for maintenance and updates. Retrieving and using tickets may require a network connection, so open your tickets well before the event.
The seller is responsible for its events, products and services. We are not responsible for changes or cancellations made by the seller. Nor are we responsible for damage caused by circumstances beyond our control, such as power or network outages, or for indirect damage.
These limitations do not apply to liability that cannot be limited under mandatory law, such as consumer protection law. Nor do they apply to damage caused intentionally or through gross negligence.
We may develop the app and change its features. We may also change these terms, for example when legislation or the service changes. The current terms are always on this page, and the date at the top shows when they were last changed. We will tell you about significant changes in advance. Changes do not affect purchases you made before the change took effect.
These terms are governed by Finnish law. If you are a consumer, you also have the rights given by the mandatory consumer protection law of your country of residence.
If you are not satisfied, first contact the seller or us at support@keino.io. We aim to settle the matter through negotiation. You can get free advice from the Finnish consumer advisory service (kkv.fi). If no agreement is reached, you can as a consumer refer the matter to the Consumer Disputes Board (kuluttajariita.fi) or bring an action in the district court of your place of residence.
If you have questions about these terms or the app, contact support@keino.io. Our other contact details are at the top of this page.
KEINO is an 8-year-old Finnish mobile technology specialist. We help companies large and small work more efficiently and give their customers a better experience with mobile solutions.
KEiNO is an ancient Finnish word meaning a tool, a solution and a way to get there.
Audience Engage Oy
2786950-7
© 2026 KEINO · Summary for AI assistants
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