General Terms and Conditions of Purchase
VERSION: November 2017
Ticketmaster Spain S.A.U. is a company incorporated under the laws of Spain, with tax ID number A60905496 and with registered office in Barcelona at Calle Pallars,193, Edifici@ Mar, Planta 10, 08005 Barcelona, which is recorded in the Commercial Registry of Barcelona, sheet number B-133269, book 43102, folio 166 (“our company”, “us”, “our”, “Ticketmaster”). Our goal is to ensure that your experience when making a purchase is swift, easy and fair to enable you to be on course to experiencing your live event as quickly as possible. These General Terms and Conditions of Purchase have been conceived to assure that the purchasing process on Ticketmaster.es is satisfactory and understandable for you. These General Terms and Conditions of Purchase also incorporate our website Terms and Conditions of Use to which we refer you to. They will be available at all times in Spanish, Catalan or English at www.Ticketmaster.es for you to view, save or print. If you have any queries concerning the General Terms and Conditions of Purchase and the website Terms and Conditions of Use you may use the forms available and/or contact us via the email address firstname.lastname@example.org and we will be happy to help.
Ticketmaster is an online purchasing service available 24 hours a day that enables you to purchase tickets for all manner of shows and events via the Internet from the comfort of your own PC.
Via the website www.Ticketmaster.es, Ticketmaster provides an advance ticket sales service to allow the public and users to buy tickets, managing their distribution on behalf of and for the promoter.
Moreover, this section sets out all the information needed concerning the steps users should follow in order to purchase a ticket for an event or show, the terms and conditions, the refund policy, etc. Ticketmaster provides its website in Spanish, Catalan and English. Users can choose the language in which they prefer to manage and finalise the purchase of tickets at any time or simply select the language they prefer to use to browse the website www.Ticketmaster.es.
Use of the website confers the status of user and this means that you are agreeing to the provisions of these General Terms and Conditions of Purchase and the Terms and Conditions of Use according to the version published by Ticketmaster at the time the user is browsing the website.
The user states that he has the legal capacity needed to act and carry out transactions on the website in line with the terms set forth below, which he states he understands and agrees to.
The user is responsible for providing his details correctly during the purchasing processes provided on the Ticketmaster website, and he should take particular care when entering his personal data and bank details.
Our ticket sales service is offered in exchange for payment, and users are given all the information needed concerning the price of each ticket at all times on the website. The information service offered via the website is free of charge.
Ticketmaster strives to offer promoters and the general public with a channel for purchasing tickets, but at no time does it act as an entity promoting the event or show.
1.1 We sell tickets and associated products and/or services on behalf of promoters, producers, teams, artists and venues or establishments. By “Promoter” or “Promoters” we refer to the persons organising or holding the show and/or who provide us with tickets and/or associated products or services to sell.
1.2 We sell tickets as soon as and whenever they are assigned to us by the Promoters. The number of tickets made available to us for sale varies from show to show. Tickets are often sold via a number of distribution points, including online channels, call centres and even ticket booths. All distribution points have access to the same inventory and ticket issue system; accordingly, tickets for popular shows may sell out in a short space of time. Occasionally, more tickets may be made available prior to a particular show, although Ticketmaster has no control over inventory or availability.
1.3 For some shows, Promoters assign us with platinum tickets to sell. Platinum tickets are tickets with added value sold at prices set according to the market, often greater than their face value. Platinum tickets do not include any additional features, such as promotional items.
1.4 For some shows, tickets may be sold as part of a “package” (when a ticket is sold for a show along with concessions, promotional items or other valuable features, such as exclusive seats, accommodation, transport, meals or promotional items as an all-inclusive package sold accordingly) or as part of “targeted sales” (where, aside from the ticket and independently from it, customers are offered the chance to secure parking, promotional items, travel, etc.).
1.5 In these General Terms and Conditions of Purchase we refer to “articles” as all manner of products and/or services that go on sale (such as tickets, platinum tickets, packages and targeted sales). All mentions of a ticket include (if applicable) a platinum ticket. In order to buy an article(s) from us you must be at least 18 years of age and have a valid credit/debit card issued in your name.
The user states that he is of legal age (above the age of 18 years) and has the legal capacity needed in order to perform a transaction for the services offered by suppliers over the website according to the terms set forth below, which the user declares he understands and agrees to.
If minors perform a transaction, permission from the parents or legal guardians will be needed to allow them to use the service ordered. The user is the sole party liable for the veracity and accuracy of the data provided to Ticketmaster during the reservation process.
1.6 Our General Terms and Conditions of Purchase are not applicable to purchases made via Groupon. If you have any query or complaint in relation to the purchase of tickets via Groupon you are advised to contact said company directly. We operate as a logistical contributor to Groupon.
2.1 All purchases of our articles are governed by: (i) these General Terms and Conditions of Purchase; (ii) any special terms and conditions posted on our website; and (iii) the terms and conditions of the Promoter(s) and/or the show, which may be seen on their respective websites. The terms and conditions of the venue may also be seen at the venue ticket office.
2.2 Your purchase agreement for an article becomes effective as soon as we confirm your purchase and it terminates upon the finalisation of the show for which you have purchased the article. However, if you have purchased any product as part of our targeted sales, your purchase agreement will terminate once fourteen (14) days have elapsed following the date of delivery to you. All purchases are subject to payment card verification and other security checks. Your transaction may be cancelled if it is not possible to successfully complete the verification process.
2.3 Users undertake not to obtain or try to obtain any type of article through unauthorised use of any robot or automated device or by any other unauthorised or unlawful activity. We reserve the right to cancel any transaction we have reason to suspect has been performed in breach of these provisions without issuing users with prior warning, and all articles purchased in such transactions shall be cancelled.
2.4 We reserve the right to cancel any reservation we have reason to suspect has been made in a fraudulent manner.
In order to simplify your purchase of tickets as far as possible, we offer a number of purchase options:
• Via the Internet
• Using your mobile
• Over the telephone
• In a network of shops
• From sales and collection points at venues
Sale of tickets via the Internet
By purchasing your tickets online, not only do you avoid the queues, you can also view your purchase history at any time and, in some cases, you can also print out your tickets in the comfort of your own home. If you wish, you can see the various options we offer you in order to collect your tickets.
Sale of tickets over the telephone
If you wish to purchase your tickets using our telephone service, simply call +34 902 15 00 25 and tell the operator which event interests you. Remember to keep your credit card handy and have a contact telephone number available. On completing the purchase process, the operator will give you a reference number which you will need to show, along with your credit card, in order to collect your tickets.
Network of shops
In the network of shops you can purchase tickets or collect tickets you have purchased via the Internet or over the telephone.
You can pay in cash and, at centres where indicated, by credit and debit card. At present, there are more than 1000 shops that form part of our network. In order to find your nearest shop, please see our list of shops.
Note: please check whether this service is available for the show you want to see.
We have a network of kiosks located at specific points of sale where you can purchase tickets or collect tickets you have already purchased via the Internet or over the telephone. At these kiosks, tickets may only be purchased by card. Please see our list of KiosKs.
Note: please check whether this service is available for the show you want to see.
Sales and collection points at venues
These can be found at the entrance to venues where such sales are allowed. Tickets can be collected using the sales point machine itself.
Note: please check whether this service is available for the show you want to see.
Purchases made via the Internet or over the telephone:
We accept the following credit cards: Visa, Mastercard and American Express, regardless of the bank or card type (credit/debit).
The ticket sales system uses a secure server and the latest encryption technology. If you wish to find out more about our security policy, please click here.
Note: our system does not accept payment with virtual cards because you need to show the card used for the purchase when you collect your tickets along with a document certifying you are the holder (ID card or passport).
Purchases made in shops:
The common method of payment in shops is with cash, although some centres also accept card payments. You are advised to check the terms and conditions of purchase before going to the point of sale.
You can verify whether the purchase was made successfully by clicking on the "Tickets ready for collection" section. You may need the card you used to make the purchase.
If your purchase was successful, you will receive a confirmation email with detailed information about the purchase you have just made. If the email does not reach your inbox, it may be because some Internet services identify it as spam. Make sure you check your spam folder. If you made your purchase over the telephone, you will not be sent a confirmation.
Once your purchase is complete and you have received the confirmation email, your tickets will be available for you to collect. The final purchasing screen and the confirmation email will tell you the options available to you for collecting your tickets. You can also check in the Tickets ready for collection section using the card with which you made the purchase. You are strongly advised to pick your tickets up well in advance of the event..
Please see our collection options.
We endeavour to ensure we issue tickets as soon as possible. We are unable to specify the precise dates on which tickets are issued because this depends on when tickets for a specific show are provided to us. We sometimes receive tickets from our Promoters when the show date is approaching.
We would ask you to allow us as much time as possible to issue tickets to you. If you have not received them five days prior to your show (or five days prior to your departure if you need to travel), please contact us. Include your reference number and the name and postcode linked to the reservation.
We send tickets by post to the billing address linked to the credit card. We may cancel your tickets if the reservation address is not the same as the one recorded by the issuer of your credit card.
We reserve the right to manage availability of tickets for collection at the ticket booth in the venue. We will inform you via email or over the telephone about what you will need to do to collect them (using the information you convey to us when placing your order) if necessary. When collecting tickets you may be asked to show the confirmation email and an ID document carrying your photograph.
All of the products and/or services included as part of a package or sold through targeted sales shall be supplied and provided by our Promoters, who shall be responsible for the delivery and quality of said products and/or services. If you have any query or complaint in relation to targeted sales and/or part of a package not concerning tickets, you should contact the respective Promoter directly. You will find the contact details in the disclaimer on our website or in the reservation confirmation email.
8.1 Purchases you make from us may give rise to administration costs for each article and non-refundable delivery expenses for each order, although these will be detailed prior to beginning the purchase process.
8.2 If you intend to purchase platinum Ticketmaster tickets, the following Special Terms and Conditions shall apply, aside from the remaining General Terms and Conditions. In the event of a discrepancy between these Special Terms and Conditions and the General Terms and Conditions, these Special Terms and Conditions shall prevail in relation to the purchase of platinum Ticketmaster tickets. Platinum Ticketmaster tickets are only sold online via www.Ticketmaster.es. The price of platinum tickets may vary as it is set according to demand at the time of purchase. You will pay the price published on our website at the time of making your purchase. However, the price of similar platinum tickets may go up or down subsequent to your purchase. You will not be entitled to a refund of the price difference if the price for similar platinum tickets falls after your purchase.
8.3 It is necessary to be aware that the price printed on platinum tickets is often their face value rather than the purchase price. You will not be entitled to a refund simply because you have paid a price exceeding the face value of the platinum ticket. Pricing according to the market allows us to offer fans access to the best tickets and also allows Promoters to price tickets at a value that is more in keeping with their actual worth. The price paid for a platinum ticket relates to its actual worth at the time of making the purchase. Platinum Ticketmaster tickets are for some of the best seats or tickets available for each event, and the number of platinum Ticketmaster tickets available may be highly limited, meaning they will sell out quickly. At times, additional tickets may go on sale prior to the event but Ticketmaster does not control inventory or availability. For further details about rates and other charges applicable to your platinum Ticketmaster ticket order, please find information on the web pages where platinum Ticketmaster tickets are advertised.
9.1 If you have purchased a ticket, platinum ticket or package, you will not be entitled to cancel your purchase. You will also not be entitled to cancel any “excluded targeted sales”, such as targeted sales including travel, accommodation, meals, transport or leisure services. You can see the full list of our excluded targeted sales in our information concerning cancellations.
9.2 If you have purchased any product as part of targeted sales (except for excluded targeted sales), you will be entitled to cancel your transaction within fourteen (14) days following the date of delivery of the product (or within a longer period, if established according to the terms and conditions of the Promoter). Nonetheless, in these cases you will not be entitled to cancel your associated purchase of tickets. In order to cancel your purchase as part of targeted sales you should fill in and submit our cancellation form or contact us. You can find further details about your cancellation rights in our information concerning cancellations.
10.1 Any ticket you purchase from us will continue to be the property of the Promoter, constituting a personal revocable license that may be withdrawn, refusing admission at any time. If this takes place, you will be refunded the sales price of the ticket withdrawn from you or for which admission is refused (including all ticket administration costs, although excluding order processing fees).
10.2 The policies set by our Promoters may prevent us from issuing tickets to replace any lost, stolen, damaged or destroyed ticket. For instance, for shows that are standing room only where the original ticket and the replacement may be used, the maximum allowed capacity of the venue may be breached. If replacement tickets are issued, we may charge you reasonable administration costs.
10.3 Once you receive your tickets, keep them in a safe place. We do not accept any liability for lost or stolen tickets. Please be aware that exposure to direct sunlight or heat may occasionally lead the tickets to deteriorate. Your ticket should be kept in a cool, dry place out of contact with plastic or magnetic fields.
10.4 It is your responsibility to check your tickets. Errors cannot always be rectified, although prior to the start of your transaction you will be informed about the technical methods available to you in order to spot and rectify errors in introducing data.
10.5 You are exclusively entitled to one seat for the value indicated on your ticket. We at Ticketmaster and the venue or Promoter reserve the right to assign different seats (before and during the show) to those designated initially or shown on the tickets.
10.6 Event insurance
If you are unable to attend an event, the non-attendance insurance from Mondial Assistance will refund 100% of the price paid for your ticket.
Non-attendance insurance will cover you provided you are unable to attend the event owing to illness, delay in travel, breakdown or road traffic accident, dismissal from employment, etc. Please check the terms and conditions of non-attendance insurance for events here.
The insurance covers the full amount paid for your ticket up to a maximum amount. The limit for compensation is specified here.
11.1 When buying tickets from us, the number of tickets you can buy will be limited to a specific number for each show. The number will be stated on the initial purchase page and is checked on each transaction. This policy applies in order to prevent malpractice in the purchasing of tickets. Tickets may be limited to a maximum amount per person, per credit card and, for some shows, a restriction may apply to each household. We reserve the right to cancel purchased tickets exceeding this number without prior warning.
11.2 Tickets may be sold with specific restrictions on access and use, such as limited, obstructed or side views, or minimum age limits for admission. When this is the case, the restriction shall be specified on our website or you will otherwise be notified before or when reserving your tickets. It is your responsibility to ensure that you read all notifications posted on our website.
11.3 You are not allowed to resell or assign your tickets if this is prohibited by law.
11.4 You cannot combine a ticket with any service, travel, accommodation service and/or other promotional items, products or services in order to create a package, unless you seek express permission in writing in a reliable manner from us and the Promoter.
11.5 A ticket cannot be used for advertising, promotion or competition purposes, nor in draws, unless you seek express permission in writing in a reliable manner from the Promoter. However, even if permission is granted, use of our trademarks and other intellectual and industrial property will also require prior consent from us.
12.1 It is your responsibility to check whether a show has been cancelled or if the date and time of any show has changed. In the event of the cancellation or a change of date of a show we will use all reasonable means possible to notify you about the cancellation as soon as we receive permission from the Promoter to do so. We cannot guarantee that you will be informed about such a cancellation prior to the date of the show. Changes taking place subsequent to the start of ticket sales, such as changes of dates, venues, artists, event cancellation, etc. shall be the responsibility of the event Promoter.
If any change takes place to an event or show, Ticketmaster undertakes to:
a) Publish it on the website as soon as it is brought to our notice in order to keep users duly informed.
b) Send a message to the email address specified or a text message to the mobile telephone number indicated by the user upon making the purchase, informing them of the changes.
c) Inform the user about the procedure adopted by the Promoter if said party decides to refund the amount.
12.2 You should be aware that the published starting times of shows are subject to change.
12.3 Tickets are sold notwithstanding the Promoter’s right to alter or vary the programme owing to events or circumstances reasonably beyond their control, without them being required to refund sums paid or exchange tickets, unless such a change constitutes a major alteration in accordance with the provisions of section 13.4, whereby the stipulations of said article shall be applicable.
12.4 Responsibility for the state of visibility at the event or show venue, sound quality, comfort at the establishment, accessibility and so on shall be incumbent on the Promoter.
13.1 At times, shows may be cancelled, the date changed or any other major changes made to the event by the team, the artist or the Promoter for a variety of reasons. Please contact us for specific indications in this regard.
Once a ticket has been purchased, the amount may not be refunded or changed, except in circumstances stipulated in current legislation.
Not being able to attend an event or show or making a mistake in purchasing the ticket(s) shall not constitute grounds for a refund. Users are not entitled to exercise the right to withdrawal or termination in accordance with applicable regulations on consumer affairs and retail trading.
13.2 Cancellation: if a show is cancelled (not the same as a change of date), you will be offered a refund for the sales price of your ticket(s), including administration costs for each ticket. If a show takes place over a number of days and one or more days are cancelled (but not the entire show over all planned days), a partial refund may apply solely to the day(s) for which the show was effectively cancelled.
As a distributor, Ticketmaster may solely and exclusively cancel tickets and, accordingly, proceed to refund the amount paid when we receive an express order from the Promoter of the event and/or show in the case of cancellations, date changes, and so on.
13.3 Change of date: unless specified otherwise for a specific show, if the date of a show is changed, you will be offered seats (whenever available) for the same value as those reserved in your original tickets. If you are unable to attend the show on the new date, you will be offered a refund for the sales price of your ticket(s), including administration costs for each ticket. You should inform us if you are unable to attend the show on the new date within the deadline we stipulate; otherwise, we may confirm your reservation for the new date and you will not be entitled to demand a refund.
13.4 Major alteration: if a show undergoes major alterations, you can choose to either confirm your order for the altered show or request a refund (for the sales price of your ticket(s), including administration costs for each ticket) within the period we have stipulated. If you do not inform us of your decision, we may confirm your order for the altered show and you will not be entitled to demand a refund. A “major alteration” is a change which, according to our reasonable judgment and that of the Promoter, causes the show to differ greatly from that which the ticket buyer generallyand reasonably expected. The use of replacements for theatrical performances and/or other types of changes to: (i) any performance by supporting artists; (ii) the members of a group; and/or (iii) the arrangement or line-up of any show involving several artists (such as a festival) shall not be deemed as major alterations.
13.5 In order to request your refund, send a written petition to: Ticketmaster Spain S.A.U., Barcelona (or any other address we convey to you). You should enclose your unused tickets and follow any other indications we have given you. For accounting purposes we will need to receive your unused tickets within 28 days following the date of the cancelled show.
You will find all the information you may require in relation to changes and cancellations to our events on the Changes and cancellations web page.
In the event of a cancellation, refunds can be made within a period of fifteen days following the date on which the suspension of the show is publicly announced. Once this period has elapsed, no refunds will be accepted.
Purchases made over the telephone, via the Internet or at ATMs:
The refund of the amount paid for the tickets will be made automatically to the card* with which the purchase was made within a period of approximately 3 to 15 business days. If you wish to check the status of your purchase, click on the “Purchases” tab on My Ticketmaster (*the refund will be effective within a period of 3 to 10 business days after you have been notified by us. In order to check the payment, you should get a statement for the bank card (debit or credit) you used when you made the purchase).
Purchases made at Ticketmaster centres:
A refund for tickets purchased at Ticketmaster centres must be processed at the point of sale where the tickets were bought.
13.6 If you have purchased any article linked to a cancelled show, one that has had the date changed or one that has undergone a major alteration (such as parking or travel) and you are required to receive a refund for the ticket price paid in accordance with this stipulation, you should also be refunded the purchase price of the article you have bought along with the article administration costs.
13.7 These General Terms and Conditions of Purchase do not and shall not affect your legal rights as a consumer. For further information about your legal rights, please contact the Spanish Consumer Affairs, Food Safety and Nutrition Agency (AECOSAN).
13.8 Unless sections 7.2, 7.3 or 7.4 are applicable, once they have been purchased, tickets may not be exchanged or refunded.
14.1 Personal plans, including travel, accommodation and other services in relation to the show that you have purchased yourself shall be your responsibility and are ordered at your expense. We do not accept any liability, and nor do/does the Promoter(s), for any loss of the right of enjoyment or expense lost.
14.2 Ticketmaster and the Promoter shall solely be liable for any damages caused to individuals or property when it is due to their own negligence or fault by legal mandate.
14.3 None of the provisions of these General Terms and Conditions of Purchase seeks to exclude or limit our liability or that of the Promoter(s) for death or personal damage stemming from a fraudulent or negligent conduct or any other type of liability that cannot be excluded or limited by law which may be attributed to us or the Promoter(s) (as applicable).
15.1 The venue reserves the right to refuse admission if the clients breach any of the terms and conditions of the show or those established by the Promoter. The venue may occasionally be required to undergo consultations in relation to safety to ensure the security of clients. Ticket(s) are issued in accordance with the rules and regulations of the venue and the event Promoter. All details will be at the user’s disposal at the ticket booth in the venue. Any breach of these rules and regulations, or any action that may cause damage, detriment or injury shall entitle the venue or the event Promoter to remove the user from the venue. In any event, Ticketmaster advises buyers to be aware of, and refers them to, the rules established by the event Promoter or the specific show at any given time in each case and for each event.
15.2 All efforts will be made to allow individuals arriving late access to show venues during recesses, although admission in these circumstances cannot always be guaranteed.
15.3 No exit or re-entry passes will be issued whatsoever.
15.4 Unauthorised use of photographic and recording equipment is strictly prohibited. Photographs, videos and/or recordings may be deleted or destroyed. Laser pens, mobile telephones, dogs (with the exception of guide dogs) and food and drink belonging to clients may also be prohibited from the venue (the venue rules should be checked beforehand).
15.5 Both you and all other ticket holders are granting consent for sound and images to be recorded as you are part of the audience.
15.6 Prolonged exposure to loud sounds can induce hearing loss.
15.7 A show may include special effects such as sound, audiovisual, fireworks or lighting effects, to name a few.
16.1 If you have any query or complaint in relation to your purchase, please contact us quoting the order number provided to you on completing the order process.
16.2 In view of the fact that we sell articles on behalf of Promoters, we may need to contact them to gain further information before responding to a complaint from you. Some complaints may take up to 28 days to solve; however, we will contact you at the earliest possible opportunity.
16.3 If any conflict arises, we will try to deal with queries in a diligent manner and negotiate in good faith, seeking a compromise that is fair and balanced according to your interests, ours and those of the Promoter.
17.1 These terms and conditions are governed by Spanish law and any conflict arising from a transaction with Ticketmaster shall be subject to the exclusive jurisdiction of the Spanish courts.
17.2 These General Terms and Conditions of Purchase and the General Terms and Conditions of Contract, in addition to any specific terms and conditions established, if applicable, expressly regulate relations between Ticketmaster and third parties (hereinafter, "users") who perform a transaction via the website www.ticketmaster.es
17.3 These General Terms and Conditions have been prepared in accordance with the provisions of Law 34/2002, of 11 July, on information society and e-commerce services; Law 7/1998, of 13 April, on general terms and conditions of contract; Royal Legislative Decree 1/2007, of 16 November, approving the consolidated text of the general law for the defence of consumers and users and other supplementary laws; and Law 7/1996, of 15 January, on the regulation of retail trading, as well as all other applicable legal provisions.
17.4 If any stipulation set out in these General Terms and Conditions is declared as ineffective or rendered null and void, either in full or in part, the ineffective or annulled provision or part thereof shall only affect the provision or part thereof in question, whereby the remaining General Terms and Conditions shall continue to be effective and it shall be deemed that the provision or part thereof in question had not been originally established.