General Conditions of Use and Contracting

These General Conditions for Use and Contracting (hereinafter, the "General Conditions") govern the access and use of the website accessible through the domain name www.entradas.com and its sub-domains (hereinafter, the "Website"), as well as the contracting of tickets through the Website, mobile applications (hereinafter, the "APP") and our telephone sales service (hereinafter jointly referred to as the "Sales Channels").

ENTRADAS.COM may, as applicable, establish specific conditions governing the use and/or contracting of specific services or products offered via the Sales Channels.

The mere access to the Website, APP or telephone sales service attributes the condition of user (hereinafter, the "User") to whoever carries out this action and implies acceptance of all the terms included in these General Conditions and, where applicable, in the individual conditions available via the Sales Channels. If you do not agree to these General Conditions, the User must abandon any purchase transaction of tickets through the Sales Channels.

By accepting these General Conditions, the User declares:

  1. That they have read, understood and comprehend that set out herein.
  2. That, in the event that they have to contract any product and/or service, they have sufficient capacity to do this.
  3. That they assume all of the obligations herein.

1. General Information

General information about the owner of this website www.entradas.com and the associated sites is provided below in compliance with the regulations governing the information society services and e-commerce:

Owner: Entradas Eventim, S.A.U.
Address: C/ Serrano Anguita 8, 2º Piso. C.P. 28004, Madrid (Spain)
TAX ID: A-81933772

Contact details: here (https://www.entradas.com/help/)
Registration: The company is registered in the Madrid Business Register, volume 12997, folio 140, section 8, page M-209584, entry number 1. Registered also in the Autonomous Community of Madrid as a retail travel agency with registered number CICMA nº3483.
Codes of Conduct: Adhered to the CONFIANZA ONLINE Code of Conduct (www.confianzaonline.es)

2. Access to the Web Site and/or the App

The mere access to this Website, as well as to the APP is free of charge except with regards to the cost of the connection via the telecommunications network supplied by the access provider that is contracted by the User, which shall be borne by the latter.

3. Regulations for use of the Website and/or the App

The User undertakes to use the Website, as well as the APP and all of its contents and services in accordance with that provided by law, decency, public order and these General Conditions, not using them to carry out illegal or criminal activities that violate the rights of third parties and/or that infringe any rules of applicable legislation. By accepting these General Conditions or make a purchase the user declares that they have legal capacity to enter into a contract.

The User undertakes to:

  1. Not introduce or disseminate contents or propaganda of a racist, xenophobic, pornographic, terrorist nature or that violate human rights.

  2. Not introduce or disseminate data programs on the Internet (viruses and harmful software) that can cause damage to the computer systems of the access provider, its suppliers or third party Users of the Internet.

  3. Not disseminate, transmit or make available to third parties any type of information, element or content that goes against the fundamental rights and public freedoms recognised in the Constitution and in international treaties.

  4. Not to carry out actions that may involve the commission of unlawful, illegal or fraudulent conducts/acts.

  5. Not disseminate, transmit or make available to third parties any type of information, element or content that constitutes illegal or unfair advertising.

  6. Not transmit unsolicited or unauthorised advertising, promotional material, "junk mail", "chain letters", "pyramid schemes", or any other form of request, except in those areas (such as commercial spaces) that have been exclusively designed for this purpose.

  7. Not introduce or disseminate any false, ambiguous or inaccurate information to mislead the receivers of the information.

  8. Not impersonate other Users using their passwords to the different services and/or content of the Website and/or the APP.

  9. No difundir, transmitir o poner a disposición de terceros cualquier tipo de información, elemento o contenido que suponga una violación de los derechos de propiedad intelectual e industrial, patentes, marcas o copyright que correspondan a los titulares del Sitio Web, la APP o a terceros.

  10. Not disseminate, transmit or make available to third parties any type of information, element or content that involves a violation of the secrecy of communications and legislation of personal data.

4. Sale of tickets

The acquisition of a ticket for an event through any channel made available by ENTRADAS.COM implies the acceptance of two different contractual relationships: (i) a contractual relationship between the User and ENTRADAS.COM regarding the ticket purchase process, under which ENTRADAS.COM, as intermediary, provides the sale and delivery of the ticket to the User, and (ii) a relationship between the User and the event organiser regarding aspects related to the event organisation and performance, under which the organiser provides the performance of the event to the Users who acquired a valid ticket to attend it.

In this respect, ENTRADAS.COM is not the event organiser, but a sales channel for the organiser, acting as an intermediary or distributor in the sale of the tickets.

ENTRADAS.COM gives you the following options to purchase your tickets:

  1. Website (on-line buying service through the website www.entradas.com (www.entradas.com), available 24 hours a day, every day of the year)

  2. APP entradas.com (on-line buying service through a mobile application compatible with iOS and Android, available 24 hours a day, every day of the year).

  3. Telephone (ticket sales service by calling 902 488 488, Monday to Sunday from 10h to 21h in; the cost of the call will be equivalent to that of a local call and will be charged to the User).

  4. Sale for groups will be available in those events that have this option available. In such cases, the User could purchase tickets by calling 902 488 488 as above mentioned or by sending an email to the following address: grupos@entradas.com

Depending on the organizer of each event, the use of the individual telephone sales service through the telephone 902 488 488, may include a charge for management costs for the sale of tickets, which will be up to € 1 (VAT included) per ticket and will be specified during the purchase process.

The User will have all the information relating to the full final price, including taxes, during the purchasing process and always before this is finalised, and where appropriate, listing the amount of the increases or discounts that may apply to the offer and the additional costs to be passed on to the User. The User shall be, responsible for providing their true and correct data, including their personal and banking details as required by the system.

The organisers of shows and/or events determine the conditions of the tickets and events to which these tickets give access to, and provide ENTRADAS.COM the tickets for sale to the public through different distribution channels, including the Sales Channels.

ENTRADAS.COM acts merely as an intermediary in the sale of tickets to shows and/or events organised by the organisers of these shows/events, and therefore, does not exercise any control over the shows and/or events and the availability of tickets for them. Therefore, ENTRADAS shall not be responsible for the performance of the event, or any delay, suspension, cancellation, modification, withdrawal and or any other circumstance that may give rise to a claim related to the event of the organizer or venue such as, among others, visibility conditions, sound quality, accessibility etcetera. Any complaint about the organisation, suspension, modification, postponement and or cancellation of the event contracted shall be the responsibility of the organiser. In the event the tickets must be customized due to the event promoter’s requirements or due to legal requirements, we will ask you to provide us with your data in this regard, we will always try to warn you before you buy your tickets. In this respect, ENTRADAS.COM may make available to the User an online Check-in service to facilitate the previous and personalised registration of the attendants to the events. Such service will be governed by its specific conditions and Privacy Policy.

In the event the tickets must be customized due to the event promoter’s requirements, we will ask you to provide us with your data in this regard, we will always try to warn you before you buy your tickets.

5. Content and services linked through the Website and/or the App

The Website and/or the APP may contain technical link devices, directories and even search tools that allow the User to access other websites and portals on the Internet (hereinafter, the "Linked Sites"). Under no circumstances can the existence of Linked Sites presuppose the formalisation of agreements between ENTRADAS.COM and the managers or owners thereof, as well as the recommendation or endorsement of the Linked Sites and/or their contents by ENTRADAS.COM.

Unless otherwise expressly stated on the Website and/or the APP, ENTRADAS.COM does not know the contents and services of the Linked Sites and, therefore, is not responsible for the damage that their unlawfulness, quality, unavailability, error and futility may cause to the User or any third party However, ENTRADAS.COM shall strive to prevent these circumstances, as well as to suppress the inclusion of a Linked Site as soon as there is actual knowledge of these. In the event that the User considers that there is a Linked Site with unlawful or inappropriate content, they may notify ENTRADAS.COM but under no circumstances does this communication mean that ENTRDAS.COM has the obligation to remove the link, this is an issue that is left to its discretion.

6. Intellectual and industrial property

All the contents of the Website and/or APP, understanding these for merely informational purposes as the texts, photographs, graphics, images, icons, technology, software, links and other audiovisual and sound contents, as well as their graphic design and source codes are the intellectual property of ENTRADAS.COM or third parties, without it being understood that any of its operating rights recognised by legislation in force regarding its intellectual property have been transferred to the User.

The trademarks, trade names or distinctive signs published on the Website and/or the APP are owned by ENTRADAS.COM or third parties, and no right regarding them can be understood as transferred to the User.

ENTRADAS.COM does not represent the owners of the brands of the products it sells.

7. Contracting conditions

7.1. Main features of the shows and/or events

The main features and specific conditions for attendance at the shows and/or events offered by ENTRADAS.COM can be consulted through the Website on the description sheet where they are presented, as well as through the APP and the telephone sales service. The show/event may be broadcast “live” or by means of streaming platforms (real-time or deferred broadcasting) directly hired by the organiser as part of its responsibility for the organisation of the event.

7.2. Contract Order of priority

The purchase of the tickets is governed by these General Conditions, by any kind of special terms and conditions that may be published on the Website and/or the APP and specified in the purchase confirmation email and, where appropriate, by the terms and conditions of the organisers and/or promoters of the event and/or the venue, which can be consulted on their respective websites and/or at the box office.

In the event of a conflict between the above-mentioned documents, the discrepancy shall be resolved, when necessary, in accordance with the following order of priority: (1) the special terms and conditions indicated in the purchase confirmation email, (2) the terms and conditions of the organisers, promoters of the event and/or venue, and (3) these General Conditions (hereinafter collectively referred to as the "Contract").

The User will be able to formalise the Contract in Spanish, as well as in other languages if this option is available. In the event of discrepancies between the versions of the Contract in Spanish and other different language versions, the Spanish version shall prevail.

7.3. Access to Purchase and registration

The system will tell you if it is necessary for you to be registered for each ticket purchase. Access without registration: To make a purchase without registration the User need only be identified by a valid e-mail address. In this case, the data provided by the User in the purchase process of the tickets will not be stored as registered User data, although it will be treated in accordance with that established in the regulations on the protection of personal data. Our privacy policy and consent of cookies can be consulted here (https://www.entradas.com/en/help/data- protection/).

7.4. Procedure to purchase tickets

In the ticket purchase process using our telephone service, an agent will guide you through the ticket purchase process. To ensure the quality of the service your call may be recorded.

In the case of purchase of more than ten (10) tickets, for those events for which the option of sale to groups is available, the sale shall be made through the telephone ticket sales service, by calling 902 488 488 at the time indicated in section 4 of these General Conditions, or by sending an e-mail to the following address: grupos@entradas.com

The purchase ticket process using the Website and/or the APP (for events that are available for sale in this channel) will be described below, depending on the type of tickets that the User wants to purchase (tickets for the cinema; football, basketball, Tours; all other events).

In order to avoid unfair practices in the purchase of tickets, the sale can be limited for each event to a maximum number per person, per credit card and any other limitations that will be communicated at the time of booking and verified in each operation, in those events in which it is applicable, always trying to warn users of them. To these purposes and where applicable, ENTRADAS.COM reserves the right to cancel the tickets purchased that exceed this number without prior notice.

Likewise, the resale of tickets is prohibited in the terms established in current regulations. In addition, no consideration nor economic compensation can be made using the ticket unless expressly authorized by ENTRADAS.COM and or the Promoter.

Ticket resale, as well as any act aimed at such illegal sale, may be grounds for seizure or cancellation of the ticket without reimbursement or any other type of compensation.

  1. Basketball, football and Tours tickets

    1. The User must select the match, as well as the number of desired tickets. Subsequently, they will select the area-sector, and pre-selected tickets will appear as marked by the system. The user will be able to continue with the purchase if they agree with the automatic selection of the seats or select the seats manually before proceeding with the purchase.

    2. Before confirming the purchase, the User must enter the requested details and expressly accept the privacy policy and consent of cookies (https://www.entradas.com/en/help/data-protection/), these General Conditions, as well as the General Purchase Conditions of the relevant club and the Access Regulations to the complex, when so required by the system.

    3. The purchase will be confirmed on screen, providing the booking number from where the tickets can be downloaded in PDF format or in the telephone Wallet (the purchase confirmation page cannot be used as a ticket). Additionally, the User will receive an email with all the information about the match and the tickets purchased at the e-mail address provided.

    4. In the case of Tours to the stadiums, the buying process will be similar except that it is not necessary to select any area/seat but only the number of desired tickets and the tariff. The tickets to the Tours do not have specific date, allowing access to the tour on the desired day. The club is the one who controls the days for access and capacity of the visits, so the user should consult with the club for the days of restricted access and maximum capacity.

  2. Tickets for the rest of events not mentioned in the two previous points (theatre plays, concerts, museums, other sports and events)

    1. The User must select the city, date and/or time when they want to book the tickets for the show or event selected. The User must select the seat category that they want to book, the number of tickets they want to purchase and, in certain cases, the location of the seats, in which case they will be shown a seating plan to select the location of the seats. Once these details have been selected, the User will be able to continue with the purchase.

    2. Before confirming the purchase, the User must introduce the details requested and expressly accept these General Conditions and privacy policy and consent of cookies (https://www.entradas.com/en/help/data-protection/).

    3. The purchase will be confirmed on screen, providing the booking number from where the tickets can be downloaded in PDF format or in the telephone Wallet (the purchase confirmation page cannot be used as a ticket). Additionally, they will receive an email with all the information about the event and the tickets purchased at the e-mail address provided.

  3. Tickets for events on streaming

    For events on streaming (real-time or deferred broadcasting) the ticket purchase process will be as indicated in the preceding sections. ENTRADAS.COM will provide the User with an access code for the streaming platform assigned by the event organiser, which will allow the User to attend the event in this format. Furthermore, ENTRADAS.COM will send the User the ticket as purchase receipt in Digital Printable Ticket.

    ENTRADAS.COM, as intermediary in the sale of tickets, is responsible for providing the User with the sale of the ticket and delivery of an access code to the streaming platform assigned by the organiser. However, ENTRADAS.COM has no control over the shows and/or events and the availability of the tickets for these. Therefore, ENTRADAS.COM is not responsible for the access to the event, operation or performance of the streaming platform, sound quality or show visibility, assistance to users in matters related to access to the platform or development of the show and/or any other issue or circumstance related to the event or its organisation.

7.5. Confirmation of purchase and collection of tickets

If the purchase process is completed successfully, the purchase will be confirmed on screen,providing a booking number. The booking number uniquely identifies the purchase made by the User and is the way that the staff of ENTRADAS.COM can identify your purchase in the event there were any queries. Additionally, the User will receive a purchase confirmation email at the email address provided. Except in the case of cinema tickets, or otherwise indicated in the email or in these General Conditions, the purchase confirmation email may not be used as a ticket to access the event. Tickets can be downloaded from the confirmation screen and/or from the purchase confirmation email. The options available for the collection of the tickets will also be indicated for each event during the purchase process. These options may be one or more of the following:

7.6. Procedure for payment

In the purchase process, the User must indicate the required details and select one of the payment methods that are available. The User may use Visa, Mastercard and Paypal for the payment. Furthermore, the User may pay all or part of the price of his/her purchase with a valid gift card or valid promotional code issued by ENTRADAS.COM or by the event organiser, or by means of any payment means available of which the User will be informed during the purchase process. Gift cards, vouchers or promotional codes will be governed by specific conditions of which the User will be informed in each promotion.

The ticket purchase system uses a secure server and the latest encryption technology.

Purchases may be subject to security checks. The operation can be cancelled by ENTRADAS.COM if it fails the verification process.

7.7. Price and additional costs

The price given for each ticket is determined by each event organiser. The prices of the tickets that are indicated during the purchase process include, except if expressly provided to the contrary, Value Added Tax (VAT), direct applicable taxes and, in any case, are expressed in the Euro currency (€).

These prices, unless explicitly stated otherwise, do not include costs of managing for the sale of tickets, delivery costs, in case of sending the tickets by courier to the User, the ticket cancellation insurance or any other additional services and annexes to the tickets, which will be expressly indicated to the User as an additional expense added to the price of the ticket during the purchase process and in any case before the end of it.

Management costs (also known as distribution costs or service commission) are a surcharge or percentage added to the basic price of the ticket to make the sale process possible and provide the User with the ticket. The criteria followed to estimate this percentage may change depending on the characteristics of the event, the organiser’s conditions, the services provided to sell the event, the process for the reservation of tickets, programming services for the events, distribution network, etc.

The management costs of ENTRADAS.COM cover aspects of our business such as, for instance, but not limited to, maintenance and development of our website and mobile applications, secure payment gateway, event programming, configuration of capacity and plans, information, communication and marketing services, customer assistance service, etc.

7.8. Sending of invoices

As a mere intermediary in the sale of tickets, ENTRADAS.COM can only submit invoices for the costs of managing, sending of tickets and/or other additional services provided by ENTRADAS.COM, when so requested by the user using this form (https://centrodeayuda.entradas.com/hc/es/requests/new). In the case of events related to ATLÉTICO DE MADRID events, you should contact to: atencionalcliente@ayuda.entradas.com.

The User knows and expressly consents that ENTRADAS.COM will only send invoices to the email address that has been provided during the registration or purchase process. However, the User can request that the invoices are issued on paper at any time, for which they should send their request using the form entrad.as/ayuda. When the User fills in the form, he/she must indicate if he/she needs an invoice in hard copy or in electronic format. For ATLÉTICO DE MADRID CF events the contact is: atencionalcliente@ayuda.entradas.com.

The user can directly make a request to the promoter of the event or the insurer, where appropriate, for invoices for purchase of tickets or contracting of insurance. In the event that the User needs some help from ENTRADAS.COM in such management, they must submit their request using this form (https://centrodeayuda.entradas.com/hc/es/requests/new). In the case of events related to ATLÉTICO DE MADRID events, you should contact to: atencionalcliente@ayuda.entradas.com.

8. Right of withdrawal

The User must ensure, prior to the purchase, the accuracy and appropriateness of the details that have been entered, since it is not possible to return the tickets once the purchase is made. Not being able to attend the show or making a mistake when purchasing the tickets are not reasons that permit their return.

Tickets may be cancelled only due to technical or operational issues, attributable to ENTRADAS.COM.

In this sense, the User may not exercise the right of withdrawal or termination provided in consumers and users regulations, since such right is excluded for services related to entertainment or leisure activities, in accordance with the provisions of Article 103 of the consolidated text of the General Law for the Protection of Consumers and Users and other complementary laws, approved by Royal Legislative Decree 1/2007, of 16 November.

In the case of cinema tickets, only for those cinemas that have this active service, it is possible to cancel the purchase and receive a voucher for the value paid if the cancellation takes place more than 60 minutes before the start of the event. If the cinema has this service active, this will be indicated on the purchase confirmation.

9. Cancellation of events

ENTRADAS.COM is a mere intermediary in the sale of tickets of events organised by the companies in charge of organizing and promoting the event, it does not participate in the organisation of these events and, therefore, has no control over their suspension, postponement and/or cancellation thereof (the “cancellation”), and the responsibility for this falls directly on the organiser or promoter. After receiving the relevant indications from the organiser, ENTRADAS.COM will inform the cancellation of the event to the Users, indicating the procedure established by the promoter. The communication will normally be sent by electronic mail to the electronic mail address of the buyers or by announcing it on this website or any other public means of communication if the specific circumstances thus require. ENTRADAS.COM is not responsible for the refund, cancellation, relocation policies, communications or procedures designed and established by the organiser, or proposed alternatives to a refund given by the organiser, even if these were communicated by ENTRADAS.COM.

10. Complaints, claims and requests for information

The User can direct their complaints, claims or requests for information to the Customer Service Department of ENTRADAS.COM, using any of the following ways:

You will also find FAQs for consultation in the following Customer Help section: https://www.entradas.com/help/

ENTRADAS.COM will respond to the complaints received in the shortest possible time and in any event within a maximum period of one month from the filing of the claim. ENTRADAS.COM has official claim forms, which the User can request from the Customer Service Department of ENTRADAS.COM.

11. Invalidity and ineffectiveness of the clauses

If any clause included in these General Conditions were to be declared partially or totally void or ineffective, this will affect only the clause involved or the part that is void or ineffective, with these General Conditions remaining in force everything else, with such provision in whole or in part being considered as not included.

12. Modification of the General Conditions and other contents

The General Conditions shall be made available to the User on the Website and/or the APP. ENTRADAS.COM reserves the right to amend these General Conditions at any time by notifying Users through the publication of the updated/amended General Conditions on the Web Site and/or the APP.

In addition, ENTRADAS.COM reserves the right to amend the presentation, configuration and location of the Website at any time, as well as the contents and conditions required to use them.

13. Prevalence of the Spanish version

In case of discrepancies between the General Conditions in Spanish and their English version or those of other versions in a different language, the Spanish version will prevail.

14. Applicable legislation

These General Conditions are governed by and construed in accordance with Spanish legislation. Among others, by Royal Legislative Decree 1/2007 of the General Law for the Protection of Consumers and Users, and Law 34/2002 on Information Society Services and electronic commerce.

15. Competent jurisdiction

Any dispute arising out of or relating to the use of the website or these General Conditions shall be subject to the non-exclusive jurisdiction of the Spanish courts and tribunals. If you are a consumer, you can file the lawsuit in the city where you have your domicile in accordance with the regulations in force.

Likewise, as an entity adhering to CONFIANZA ONLINE and in the terms of its Code of Ethics (https://www.entradas.com/obj/media/ES-eventim/pdf/en/codigo-etico-confianza-online.pdf), in case of disputes related to electronic transactions with consumers, digital advertising or data protection when related to such areas, the User may go to CONFIANZA ONLINE for an alternative resolution of the dispute. To these purposes, the following information is provided: "Our organization is adhered to Confianza Online (Non-profit Association), registered in the National Registry of Associations Group 1, Section 1, national number 594400, CIF G85804011, Calle La Palma, Bajo A., 28015 Madrid (Spain). For more information: www.confianzaonline.es.

These general conditions are ruled by the Spanish Law. Likewise, in compliance with the provisions of the Alternative Dispute Resolution Law, we inform consumers that, as an adhered entity and under the terms of the Code of Ethics, users may go to Online Confidence for the alternative resolution of possible disputes (https://www.confianzaonline.es/consumidores/como- reclamar/formulario-claims/). If these refer to electronic transactions with consumers, or about data protection when they are related to this area, the claims will be resolved by the Online Confidence Mediation Committee, accredited for the alternative resolution of consumer litigation. If the claims are about digital advertising, or about data protection related to this area, they will be submitted to the AUTOCONTROL Advertising Jury.

We also remind you that you can access the online dispute resolution platform of the European Union by following this link: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show