TERMS AND CONDITIONS OF SALE OF TICKETMASTER ITALIA
(VALID FROM NOVEMBER 2025)
INTRODUCTION
These
General Terms and Conditions of Sale (“GTC”) regulate the remote sale, and,
where applicable, the non-remote sale, of tickets for national and
international events in the entertainment, cultural and sporting fields,
carried out by Ticketmaster Italia s.r.l., a company with registered office in
via Pietrasanta no. 14, 20141 Milan, Italy, VAT no. 09584690961 (“Ticketmaster”),
to which all the subsequent “we” and “our” should refer). These general terms
and conditions of sale include the conditions of use of the Website:
www.ticketmaster.it and any subdomains.
1.
GENERAL RECITALS
1.1
Ticketmaster issues and markets admission tickets (“Tickets”) and
ancillary items/services thereto (“Ancillary Items”) and items/services
not directly related to the possession of a Ticket (“Extra Items”) in
name and on behalf of artists, agents, producers, promoters, record labels,
bands, and event organisers (“Event Organisers”). The term “Event
Organiser” is used by us to refer to all persons who organise or make
holding the Event possible and, on whose behalf and on whose account, we sell
Tickets and/or the Ancillary Items. For each Event we will refer to the Event
Organiser who will be identifiable by each Purchaser.
1.2
These GTC relate to a buyer’s purchase of Tickets, Collector Tickets,
Platinum Tickets, Packages, Ancillary Items and Extra Items, collectively
referred to as “Products”, which we offer for sale on behalf of the
Event Organiser. The agreement of sale concerning the Products shall be deemed
to be concluded directly between the Purchaser (“Customer”) and the
Event Organiser. Therefore, provision of the service corresponding to the Event
is excluded, which is the exclusive competence and responsibility of the Event
Organiser.
1.3
Tickets are marketed exclusively according to the indications, methods and
timing dictated by the Event Organisers. The quantity, type and price of
Tickets vary depending on the Event and the decisions of the Event Organiser.
Tickets are sold primarily through the platform owned and operated by
Ticketmaster, available on www.ticketmaster.it. At the request of the Event
Organiser, Ticketmaster reserves the right to also sell Products through call
centres and box offices.
1.4
Ticket prices are determined in advance by the Event Organiser. At times
the Event Organiser may decide to lower or raise the price of a Ticket after it
has gone on sale. The price will not change during the purchase process (i.e.,
from when the seats are properly placed in the shopping cart to when the
purchase is completed through regular payment). You will not be entitled to any
refund or credit if (i) the Sale Price for a Ticket is changed after the
purchase, reducing the cost of that Ticket relative to the Sale Price you have
already paid for it; or (ii) the Sale Price of any other Ticket for the event
in question (whether in the same price category or otherwise) is subsequently
reduced after the purchase.
1.5
Collector Tickets are a special type of Product with an additional cost for
each Ticket they are associated with; the Collector Ticket is printed and sent
as a souvenir/ commemorative item. Collector Tickets are subject to limited
availability, i.e., per Event, quantity, and organisational timing. They
require courier delivery and may therefore not be available close to the date
of the Event.
1.6
For some events, Event Organisers allocate “Platinum Tickets”.
Platinum Tickets are highly coveted tickets as they are made available by the artists and Event Organisers. Platinum
ticket prices are based on the market price and give fans access to the most
sought-after tickets for an event, while allowing Event Organisers to price
tickets closer to their true market value. The sale price of a Platinum Ticket
at any given time represents its market value determined by demand at that
time. Therefore, the sale price of Platinum Tickets varies and may increase
or decrease at any time. The price paid for each Platinum Ticket is the price
displayed at the time of purchase, but the price of equivalent or similar
Platinum Tickets may increase or decrease before and/or after purchase. You are
not entitled to any refund or credit if you have purchased a Platinum Ticket
and subsequently the sale price of equivalent or similar Platinum Tickets decreases. Resale of Platinum Tickets may be subject to different
timing than that of other ticket types. Platinum Tickets do not include any
additional products or services with respect to the purchased ticket, such as
Ancillary Items.
1.7
For some events, Tickets may be sold as components of a “Package”
(or "Bundle") sold at a unit price (consisting of the Ticket,
Ancillary Items, or other benefits such as, but not limited to, reserved seats,
accommodation, transportation, food, or merchandising).
1.8
Ticketmaster may also sell “Ancillary Items” in “Upsell” mode (during the
Ticket purchase process) or “Upgrade” mode (separately from the purchase of the
Ticket). The Ancillary Item is linked to the possession of a Ticket, is sold at
a separate and additional price with respect to the price of the Ticket, and
its enjoyment is possible only in connection with the use of the Ticket valid
for access to a specific Event, even if not purchased at the same time. The
purchase of an Ancillary Item without the possession of such a Ticket will not
entitle you to either a Ticket to access the Event or a refund of the cost of
the Ancillary Item. The Ancillary Item may instead be enjoyed independently
from the possession of a Ticket.
1.9
The specific content of Ancillary or
Extra Items is determined by the Organiser and Ticketmaster communicates it to
the Customer at the time of purchase on the basis of information received from
the Organiser. Any changes to such content, even after the purchase, are
determined by the Organiser; if Ticketmaster is informed by the Organiser, it
shall inform the Customer of such changes. In the event of substantial changes,
any reimbursement, even partial, shall be at the sole discretion of
Ticketmaster.
1.10
During the purchasing process, Ticketmaster may offer the option of taking
out a Protected Ticket Policy, an insurance policy provided by IMA
Assicurazioni, for which the Information Set and the Terms and Conditions of
the Policy are available
online.
1.11
The General Terms and Conditions may be modified at any time by
Ticketmaster and will be effective from the moment of their publication on the
Website in the “Terms and Conditions of Sale” section. The GTC that apply to
each purchase are those in force at the time the transaction is concluded.
Users must consult and read them carefully before placing a purchase order.
1.12
The GTC do not apply to purchases made via third-party websites subject to
Ticketmaster’s Organisers. If a user has any doubts or concerns regarding the
purchase of tickets made through third-party websites, he or she should contact
them directly.
1.13
In the event of purchases made on the sales channels of
Ticketmaster Italia using a voucher from a third-party party (which may have
decided with Ticketmaster itself or with the Event Organisers), the value of
the voucher used may not be refunded in the event of reimbursement of the
Ticket purchased (in the cases provided for by these GTC) or in the event of
resale of the same.
1.14
Seating maps, if available, are as faithful a representation as possible of
the venue structure provided by the Event Organiser. For some Events, the Event
Organiser may change the structure and layout of the allocated seats, without
notice and under its complete responsibility. If seats are rearranged,
reimbursement of the Ticket will be at the discretion of the Event Organiser.
2.
CONCLUSION OF THE AGREEMENT
2.1
In compliance with Article 12 of Legislative Decree No. 70/2003 on
ecommerce, we inform you that:
a)
in order to proceed with the purchase of the Products, it is necessary to
fill in the specific purchase form available on the Site following the
instructions provided;
b)
the on-screen selection of Tickets does not guarantee their actual
allocation, which is only confirmed on the relevant summary page where the
maximum time available for the conclusion of the purchase process is also
displayed
c)
the customer may modify the data entered in accordance with the
instructions provided on the Site, before submitting the purchase form; in the
event of modification of the selected Tickets before the completion of the
purchase process, maintaining the
same or an alternative availability is not guaranteed
d)
the customer is responsible for verifying the correctness of all data
entered and those displayed in the summary (as an example, but not limited to:
the event, date, time, and place, assigned seats, ticket price, delivery
methods and times, ...) prior to the conclusion of the agreement, which
sanctions the full acceptance of such data
e)
the purchase agreement is deemed to be concluded when the purchase form,
including the previously completed payment, is transmitted, and correctly
received by Ticketmaster servers. Payment at the online sales channels can be
made with a valid credit/debit card, or other payment methods that will be
regulated in these GTC
f)
the correct receipt of the form will be notified to the Customer with a
confirmation receipt sent to the email address referred to in the form and/or
visible in the "My Account" section. The order confirmation email
will be sent to the email address used by the Customer during registration and
will contain the link to these General Terms and Conditions and any special
conditions, as well as the essential information relating to the Product
purchased (indication of the Event, price paid, place and date of the Event),
any additional costs for delivery as well as an indication of the customer
service department to be contacted in case of need. The order confirmation
email constitutes confirmation of the conclusion of the agreement on a durable
medium in accordance with Article 51, para. 7, Legislative Decree No. 206/2005
("Consumer Code");
g)
if the user does not receive a confirmation of the order within [72 hours],
the same shall be deemed to have been refused and, therefore, without effect.
h)
purchase agreements may be concluded in Italian and English;
i)
the purchase form will
be kept by Ticketmaster in its archives for as long as is necessary to perform
the service;
j)
for methods of settling disputes, please refer to Article 17 of these GTC.
2.2
When registering an account on the Website, the user agrees not to provide
false data, third-party data, fantasy data and, in general, to provide only and
exclusively truthful personal data. It is understood that the account is
personal, access credentials are non-transferable, and Ticketmaster shall not
be liable for any sharing of data by Customers.
2.3
Each agreement for the purchase and sale of a Product is governed by: (i)
these General Terms and Conditions; (ii) any special conditions that will be
published on the website and that must be specifically viewed and accepted by
the user; (iii) the terms and conditions of the Event Organisers; and (iv) the
terms and conditions of access to and use of the facilities at the Event venue.
The terms and conditions set out in (iii) and (iv) above will be disclosed to
you prior to purchase and must be accepted before placing your order. By
purchasing a Product, you acknowledge that you have read, understood, and
accepted the terms and conditions set out in points 2.3 (i) (ii) (iii) (iv);
otherwise, Ticketmaster invites users not to complete the purchase of Products.
2.4
Any order for a Product placed on the Website implies the conclusion of a
fully valid, effective, and therefore binding agreement of sale for the user.
2.5
The customer undertakes not to purchase or not to attempt to purchase any
Product through the use of robots, spiders, or any other electronic tool or any
other illicit or unauthorised means. Ticketmaster reserves the right not to
accept and to cancel, without prior notice and even after the order
confirmation email has been sent, any order in relation to which it is
reasonable to suspect that it has been placed in breach of these GTC and of the
relevant regulations, in which case all Products covered by the relevant order
shall be cancelled.
3.
PRICES AND CHARGES
3.1
The price of the Tickets (including pre-sale fees) and the price of the
Items (“Price”) is set by the Event Organiser and does not include the
price of any additional service commissions, ancillary services such as, but not
limited to, the Protected Ticket Policy and delivery charges applied by Ticketmaster (“Commissions”).
The final price paid by the Customer (Price plus Commissions) will be indicated
in its various headings during the purchase process as well as in the order
summary before concluding the transaction.
3.2
The price of Platinum Tickets may vary, as it is determined according to
the demand for the Tickets at the time of purchase in accordance with paragraph
1.4 of the present General Terms and Conditions. The Customer will pay the
price that will be specifically referred to on our site at the time of
purchase, but the price of Platinum Tickets of the same type may vary following
the conclusion of the purchase agreement. It is understood that in such case,
the Customer will not have any right to a refund of the difference between the
Price paid and the price applicable to subsequent purchases, where the same is
decreased.
3.3
We will make every reasonable effort to avoid material errors in the
indication of the Price as referred to on the Site. If we discover that the
Price of a purchased Product has been incorrectly calculated, we will inform
you promptly so that you can confirm the correct Price (and refund the
difference using the same means of payment as was used at the time of purchase;
in the case of vouchers, a reusable credit will be accrued) or withdrawn from
the purchase agreement. If we are unable to contact the customer or if the
customer does not respond within 24 hours of receipt of the communication from
Ticketmaster, the order shall be deemed cancelled and we shall subsequently
confirm this to the customer in writing.
4.
RIGHT OF WITHDRAWAL
4.1
We inform you that since the object of the contract for the purchase of
Products is providing leisure-related services that the Event Organiser
undertakes to provide on a specific date, the right of withdrawal provided for
in Article 59, paragraph 1, letter n), of the Consumer Code does not apply to
the agreement. The Customer may therefore not exercise this right in relation
to the purchase of Tickets. Furthermore, the right of withdrawal may not be
exercised with respect to “Packages” or “Ancillary Items”, insofar as they are
purchased in conjunction with Tickets or in order to use them, it is necessary
to be in possession of a Ticket.
4.2
Notwithstanding the foregoing, the Customer has the right to withdraw from
the agreement without stating any reasons in the case of a purchase of Extra
Items, i.e., by way of example, the Items purchased separately from, and in
addition to, a Ticket (other than Accessory Items). For this type of Article,
withdrawal may be exercised within 14 days from the date of delivery of the
same, it being understood that the Customer shall have no right of withdrawal
with respect to the associated Ticket.
4.3
To exercise the right of withdrawal from the “Protected Ticket” policy, the
Customer should consult the guidelines found here.
4.4
In order to exercise the right of withdrawal, you must inform Ticketmaster
of your decision to withdraw from the agreement with any explicit declaration
to this effect (for example, by letter sent by post or by email). For this
purpose, you can use the online form, accessible here, or the standard text
referred to in 4.12.
4.5
If the right of withdrawal is exercised, we shall refund all payments made
by the Customer, including the costs of delivery if this has not yet been
successfully completed. It is understood that any additional costs resulting
from the Customer’s choice of a delivery method other than the cheapest basic
delivery method offered by Ticketmaster are excluded from the refund).
4.6
Ticketmaster is entitled to reduce the amount refunded to the Customer in
the event of loss of value of the goods delivered, if the loss of value was
caused by unnecessary handling of the product by the Customer.
4.7
The Customer shall be solely liable for any decrease in the value of the
goods that has been caused by handling them beyond what is strictly necessary
to establish their nature, characteristics, and functioning.
4.8
Ticketmaster shall carry out the refund without undue delay and no later
than
a)
14
days from the day on which we receive, or the relative Event Organiser receives, the goods supplied which the
Customer intends to return; or
b)
if
earlier, 14 days from the day on which you provide proof of return of the
goods; or
c)
if no
goods have been supplied, 14 days from the day on which we are informed of the
Customer’s wish to exercise the right of withdrawal.
4.9
Ticketmaster shall carry out the refund using the same payment methods as
those used by the Customer to make the purchase. As an example, but not limited
to: (i) for payments made by bank transfer, the reimbursement will be made to
the account used for the payment; (ii)
for payments made by PayPal or credit card, the reimbursement will be
made to the PayPal account or credit card respectively; (iii) for payments made in cash on delivery, the
refund shall be made, alternatively, to the current account that the Customer
will refer to or by crediting the Customer’s account; in any case, the
execution of the refund shall not entail any additional charge for the
Customer.
4.10
If the Customer receives the product for which withdrawal is permitted
prior to exercising the right of withdrawal, the Customer shall return the
product without undue delay and in any case no later than 14 days from the day
on which he/she communicated the exercise of the right of withdrawal, in the
following manner:
a)
if the
product has been supplied by the Event Organiser, it must be sent to the Event
Organiser at the address that will be communicated by Ticketmaster or the Event
Organiser or that can be found on the Site or the Event Organiser’s website; or
b)
if the
product was supplied by Ticketmaster, the Customer shall send the product to
the head office of Ticketmaster Italia s.r.l., via Pietrasanta n. 14, 20141
Milan.
4.11
The costs incurred to return the product shall be borne by the Customer
(unless otherwise established by the relative Event Organiser).
4.12
For the purposes of the communication referred to in Article 4.3 and as an
alternative to the online form, available here , the Customer may use the
following communication text, indicating:
a) the Customer’s personal
details;
b) the order number, date of
execution and date of receipt of the order;
c) a summary description of the
good/service purchased.
5.
DELIVERY
5.1
The delivery of the Ticket may take place, at the Customer’s choice, from
among those available for each Event and subject to payment of any Fees due, in
the following ways: (i) home delivery to the address indicated by the
Customer; (ii) delivery by printing of the Ticket in PDF format
by the Customer him/herself; (iii) delivery of the Ticket in digital
format to be viewed on the smartphone. Delivery may also take place at the
Event venue or at another location provided that the Event Organiser has so
provided and specifically communicated to the Customer when completing the
Ticket purchase procedure. This choice cannot be changed by the Customer once
the purchase form has been sent. Ticketmaster reserves the right to change the
method of delivery of the Ticket for technical or organisational reasons; any
fees relating to methods of delivery already carried out cannot be refunded.
5.2
Ticketmaster will deliver the Tickets in a timely manner, and in any case
at least 5 days before the date of the Event.
5.3
For some Events, the Organiser defines a delayed delivery time; in such
cases, delivery cannot take place for any reason before the timeframe
established by the Organiser and indicated at the time of purchase, in the
order confirmation email and on the Site.
5.4
Collector Tickets have specific production times and are normally
dispatched during the month preceding the date of the Event; however,
Ticketmaster undertakes to guarantee delivery at least 5 days before the date
of the Event.
5.5
Delivery to your home is subject to payment and will be made by courier. As
soon as the courier takes charge of the shipment, the Customer will be informed
via email to the address provided and will be given the tracking number. It is
the Customer’s responsibility to monitor the e-mail box, the address of which
has been communicated to Ticketmaster, as well as the telephone number, as
these are the main channels of contact in case of need. If the Customer does
not respond to Ticketmaster’s attempts to contact the Ticketmaster in order to
resolve any delivery problems (as an example, but not limited to: absence of
the recipient or wrong address) within the time limits indicated in writing to
the aforementioned email address, Ticketmaster reserves the right to deliver
the Ticket by another delivery method from among those set out in point 5.1,
which is acceptable to Ticketmaster, without this giving rise to any right to a
refund of the Fees incurred by the Customer.
5.6
The delivery obligation shall have been fulfilled at the transfer of the
material availability or, in any case, the control of the Ticket to the
Customer pursuant to Article 61 of the Consumer Code.
5.7
In the event of non-delivery of the Products due to the absence of the
recipient, the Products shall go into storage with the relative risk of
“deterioration” being transferred to the Customer and with the obligation of
the same to ensure collection within the time referred to by the courier. In
the event of failure to collect the goods within the said time limit, the
Customer shall contact Ticketmaster using the form to receive appropriate
instructions. As a general rule, Ticketmaster reserves the right to deliver the
Ticket using another delivery method from among those listed in point 5.1,
which is acceptable to Ticketmaster, without this entailing any right to a refund
of any Fees incurred by the Customer.
5.8
It is understood that it is the Customer’s responsibility to ensure that
the Ticket is received in good time, both in case of digital delivery, and of
physical delivery by courier. In the case of digital delivery, the Customer
undertakes to verify receipt of the email and/or the presence of the ticket
with the relative access QR code in the “My Account” section within 72 hours
from the conclusion of the purchase agreement, or from the delayed delivery
time foreseen for certain Events and indicated during the purchase phase, in
the order confirmation email and on the Site. In case of physical delivery, you
undertake to verify delivery by courier of the Ticket within 3 days of receipt
of the information email referred to in point 5.5 . If the Customer does not
receive the Ticket within a time frame consistent with the above, and in any
case, if the Customer does not receive the Ticket within 5 days from the date
of the Event, the Customer must contact customer service to receive appropriate
assistance through the appropriate form.
5.9 If
failure to deliver the Ticket to the Customer’s home is due to a cause not
attributable to the Customer and is instead the responsibility of Ticketmaster,
we shall promptly make a new attempt to deliver the Ticket, or deliver the
Ticket using another delivery method from among those listed in Section 5.1,
which is acceptable to Ticketmaster.
5.10
If the Ticket or Item is scheduled for collection at the Event Venue,
Ticketmaster undertakes to transmit and publicise information on the time,
place, and manner of collection in accordance with the time and content
received from the Organiser, who is responsible for delivery and its
organisation. It is understood that it is the Customer’s responsibility to
ensure that he or she has received all the necessary information by the working
day preceding the Event, or to find the information needed to use the Ticket or
Item, also by consulting the Organiser’s Site or by contacting him or her at
the contact details published on his or her site.
6
TICKETS
6.1
By purchasing a ticket, you accept the Event Organiser’s conditions. The
Event Organiser is entitled to cancel the ticket in accordance with the
agreement or the law. If cancellation occurs and the Event Organiser provides a
refund, Ticketmaster, acting as its intermediary, will refund you the full
amount of the ticket, once it has received the funds from the Organiser. It is
important to emphasise that the responsibility for the refund lies solely with
the Event Organiser. For more information on the right to reimbursement, please
refer to Article 13 below.
6.2
If the Customer suffers theft or damage to the Ticket, a replacement Ticket
will only be issued where provided for and permitted by the Event
Organiser.
6.3
Ticketmaster invites the Customer to keep the Ticket in a safe place,
noting that direct sunlight, heat, damp, or water may damage the Ticket. It
should be noted that sharing the Ticket - particularly the access data (QR
code/barcode) - via social networks or other means of exchange with third
parties, including sharing access data to one’s personal account, may result in
the theft of the Ticket and the Customer’s inability to access the Event. In
such cases of loss, theft, or damage attributable to careless behaviour on the
part of the Customer, Ticketmaster is not obliged to replace the Ticket or
refund the same.
6.4
The Customer is responsible for providing the correct data when purchasing
the Ticket and for checking them carefully before completing the transaction.
Should you require a correction of material errors in the Ticket after it has
been issued, we will make every reasonable effort to comply with such a
request, if necessary, charging the Customer the necessary fees and
commissions. It is understood that we do not guarantee that we will be able to
use the material error correction procedure to change material elements of the
Ticket (e.g. name, address, etc.).
6.5
The Customer is responsible for selecting the options available at the time
of purchase the Event, relating to date, time, price, sector and - where
possible - seat desired, and for verifying these accurately before completing
the transaction. Once the purchase has been completed, it will not be possible
for the Customer to request a change in the characteristics of the Ticket
purchased, nor will Ticketmaster be obliged to replace the Ticket, its details,
or any refund of the Ticket or of the Fees paid.
6.6
Each Ticket entitles the Ticket older to only occupy the seat allocated at
the time of purchase. The Event Organiser and/or the manager of the facility
hosting the Event may independently and for specific needs change the seat
selected at the time of purchase and may ask Ticketmaster to modify the Ticket
accordingly. Should the Customer require clarification regarding the seat
allocated, he or she must contact the Event Organiser directly, since
Ticketmaster has no power or control over the organisation of the Event and the
structure of the venue. The same applies to the view available from the seat
assigned to the Customer.
7
LIMITATIONS
7.1
There may be a limit on the number of Tickets that can be purchased per
Event on the Site, either indicated by the Event Organiser or imposed by
applicable law. This limit is indicated on the initial purchase screen and is
checked during each transaction. The reason for this limitation is to deter
illicit marketing of tickets and phenomena related to scalping or the secondary
market. We therefore reserve the right not to accept or to cancel orders that
exceed the limits referred to without further notice.
7.2
Tickets may be sold with certain restrictions on access or seating, such as
a limited, obstructed or side view of the event or a minimum age limit for
access to the event, or restricted to the possession of specific payment
methods. All such or other limitations will be referred to on our Site or
otherwise be made known prior to placing the order. It is the Customer’s
responsibility to carefully read and accept all the information posted on the
Site.
7.3
The Customer may not resell or transfer Tickets to third parties unless
permitted by applicable law. Furthermore, the Event Organiser may prevent the
resale or transfer of Tickets for certain Events. Any resale or transfer (or
attempted resale or transfer) of a Ticket in breach of applicable law or any
limitation imposed by the Event Organiser and communicated to you when
completing the purchase transaction constitutes a serious breach of contract
which may result in you being barred from entering the Event and may result in
penalties imposed by law.
7.4
You may not associate a Ticket with any accommodation, travel, lodging
and/or any other goods, products, or services to create a package for
commercial purposes unless expressly permitted in writing by us or the Event
Organiser.
7.5
Tickets may not be used for advertising, promotional purposes for
competitions or prize operations without the prior permission of the Event
Organiser, provided that even where such permission is obtained, the use of our
trade mark and other industrial property rights owned by us shall be subject to
our prior consent.
8
NAMED EVENTS
8.1
Ticketing regulations require that certain events, such as concerts with
over 5,000 spectators, require each Ticket issued to be named and the Ticket
holder to be checked at the entrance to the Event by the Event Organiser.
Therefore, it is compulsory to enter the name of each spectator when purchasing
the Ticket. The name is printed on the Ticket and must correspond to the name
on the identity document to be presented at the entrance to the Event.
8.2
It is understood that Ticketmaster reserves the right to market named
tickets also for events for which the regulations do not explicitly require it,
in accordance with the instructions provided by the Event Organiser.
8.3
The regulations also provide for the possibility of changing the name or
reselling the Ticket; these services can be requested in the “My Account / My
Tickets” sections.
9
NAME CHANGE
9.1
It is possible to change the name referred to on the Ticket, at a cost
(Commission) that will be made known to the Customer during the change and, in
any case, before confirmation and payment.
9.2
The request to change may be made by the user who made the purchase or by
the holder of the individual Ticket. To carry out the procedure, each applicant
must have an account on Ticketmaster.co.uk. It is understood that the tickets
on which the name change is made will, in any case, be visible on the
Ticketmaster account of the user who made the purchase.
9.3
The change of name of the Ticket can be made within the terms and
procedures established by the Event Organiser. Timeframes may
vary according to the type of Ticket purchased (traditional ticket, paper
digital ticket, electronic digital ticket, Platinum Ticket, Collector Ticket,
Ticket included in a Package) and according to the delivery method chosen (such
as shipment to the home, collection at the Event venue, email).
9.4
The timing and any specific conditions for a name change for certain Events
are referred to during the purchase process and can be consulted in the
dedicated section of our FAQ.
10
RESALE
10.1 Ticketmaster offers the Resale Service to
other registered users only to users registered on the website who already hold
a Ticket purchased on the website for an Event, through Ticketmaster acting as
an intermediary (“Resale Service”). To use the Resale Service, if it is
active for the Event for which the Customer holds a Ticket, the Customer must
access the “My Account /My Tickets” sections.
10.2
The Resale Service is allowed at a cost (Commission)
that will be made known to the Customer during the request for the service
itself and, in any case, prior to confirmation.
10.3
Resale is not guaranteed and will only be successful
if and when a new Purchaser purchases the Ticket which has been put back on
sale, which will be cancelled at the same time and will therefore not be usable
in any way to access the Event. In this case, Ticketmaster will credit the face
value of the Ticket (price and presale) via the same payment method used by the
Customer at the time of purchase, net of the cost of the Resale Service, even
if the Ticket has been redeemed and put on Resale by the Ticket holder. In no case will Commissions and any
delivery charges incurred at the time of purchase be reimbursed. If the Ticket
is purchased using a discount voucher, the credit will be made net of the
discount. In the case of a Collector Ticket, the credit will be made net of the
additional cost over the face value of the Ticket.
10.4
If the
Ticket is not repurchased, the same shall become fully available to the
Customer in the manner indicated for each Ticket in the “My Account/My Tickets”
section and shall, in any case, be valid for access to the Event. Under no
circumstances will any Ticket not resold within the terms be returned to you.
Ticketmaster reserves the right to deliver the Ticket by another delivery
method from among those set out in point 5.1, which is acceptable to the
Organiser, without this giving rise to any right to reimbursement of any Fees
incurred by the Customer.
10.5
The
Customer may only request the Resale Service within the time limits established
in agreement with the Event Organiser. The permitted timeframes may also vary
depending on the type of Ticket you have purchased (traditional ticket, paper
digital ticket, electronic digital ticket, Platinum Ticket, Collector Ticket,
Ticket included in a Package) and depending on the delivery method you have
chosen (such as, for example, shipment to your home, collection at the Event
venue, email).
10.6
The
timing and any specific conditions relating to certain Events are referred to
at the time of purchase and can be consulted in the dedicated section of our FAQ.
10.7
In the
case of traditional Tickets shipped to the home address to make the Ticket
available for resale, the Customer must send the original Ticket within the
timeframe and in the manner referenced for each Event during the request
procedure. The shipment of Tickets to our offices is obligatory and is the
responsibility of the Customer, as are any other expenses for delivery of
Tickets. Under no circumstances will any Ticket not resold by the deadline be
returned to you. Ticketmaster reserves the right to deliver the Ticket by
another delivery method from among those listed in point 5.1, which is
acceptable to the Organiser, without this giving rise to any right to
reimbursement of any Fees incurred by the Customer.
10.8
Tickets
may not be resold by professionals in the context of a commercial activity,
even if not organised as a business, without the express consent of the Event
Organiser.
10.9
It is
not permitted to resell Tickets purchased using government bonuses and benefits
(e.g. 18App, Teacher's Card, Culture Card, Merit Card).
11
REDEMPTION
11.2
In order to allow the holder of the Ticket to make requests for name
changes and/or resale, the person in possession of a Ticket purchased on the
Website by another Customer may assign it to his/her own account on
Ticketmaster.co.uk through the Ticket Redemption service, provided that the
name and surname under which the Ticket has been named correspond exactly to
those of his/her account on Ticketmaster.co.uk.
11.3
Customers who hand over a Ticket to
the Ticket holder will therefore be responsible for transferring the
availability of said Ticket, accepting that the Ticket holder may: (i) dispose
of the Ticket in order to access the Event, (ii) autonomously make a name
change on the Ticket (which in turn can then be redeemed by the new holder),
(iii) put the Ticket up for Resale, (iv) request a refund of the Ticket. All
these services will be available only in the cases and in the manner regulated
by these GTC. By making use of the Ticket redemption service, the availability
of the transferred Ticket will therefore pass to the exclusive availability of
the holder of the Ticket.
11.4
Once the redemption has been completed, it will not be possible to cancel
the transaction.
11.5
If you proceed with the redemption of a Ticket , any refund (e.g., for
successful resale or a cancelled event) will still be made to the payment
method used for the purchase of that Ticket. Ticketmaster will not, under any
circumstances, make direct refunds to the Ticket holder, who shall make any
credit claims exclusively against the purchaser- Customer.
12
EVENT - POSTPONEMENT,
CANCELLATION AND VARIATION
12.2
Ticketmaster, as a party acting in name and on behalf of the Event
Organiser, does not assume any role with regards to the organisation of the
Event, and is therefore in no case responsible for any postponement,
cancellation, or variation by the Event Organiser.
12.3
It is the Customer’s responsibility to check whether the Event has been
confirmed, cancelled, postponed, or varied by the Event Organiser. If an Event
is cancelled, postponed, or varied and the Event Organiser promptly informs
Ticketmaster, we will endeavour to notify the Customer of the cancellation,
postponement, or variation upon receipt of authorisation to this effect from
the Event Organiser. Ticketmaster shall endeavour to inform the Customer
promptly by email of the Event Organiser’s decisions; It is understood that no
liability shall be incurred by Ticketmaster if the Customer is not aware of the
confirmation, cancellation, postponement, or variation of the Event.
12.4
It is understood that, given the nature of live events, the existence of a
variation is left to the sole judgement of the Event Organiser and that the use
of substitutes in artistic performances and/or any change in: (i) supporting
performers; (ii) members of a band; and/or (iii) the programme of an Event with
more than one performer (e.g., a Festival) (iv) start and/or end time of the
Event (v) location of the Event may not be considered substantial variations
and therefore the Event Organiser may not provide for any refund. Should the
cancellation, postponement of the Event prevent the Customer from participating
in it, any right to a refund of the Price by the Event Organiser shall be
governed in accordance with Article 13 below.
13
REFUNDS
13.1
In the event of cancellation or postponement of the Event by the Event
Organiser the following provisions shall apply:
a) cancellation: if an Event is cancelled,
also as a result of corporate and insolvency events that may affect the Event
Organiser (as an example, but not limited to, voluntary liquidation pursuant
to Articles 2484 et seq. of the Italian Civil Code, dissolution and
cancellation from the Company Register, judicial liquidation pursuant to Articles
121 et seq. of the Crisis and Insolvency Code ("CCII"), composition
with creditors with liquidation purposes pursuant to Art. 84, paragraph
4 of the CCII, as well as any other procedure that entails the disposal of
company assets and the consequent development of business activities),
the Customer is entitled to obtain the refund of the Ticket Price net of the
Fees from the Event Organiser and furthermore, if so decided by the Event
Organiser at its sole discretion, it may be net of the pre-sale value indicated
during the purchase process and on the Ticket;
b) postponement: unless otherwise provided
for in relation to a particular Event, if an Event is postponed, the Customer
shall be entitled to (i) obtain new Tickets for the postponed Event of
corresponding value to those originally purchased from the Event Organiser, or
(ii) the Tickets already purchased shall remain valid for entry to the
postponed Event on a new date. If the Customer is unable to attend the new
Event, and is not informed by Ticketmaster of any possibilities established by
the Event Organiser to request and receive a refund, the Customer must contact
the Event Organiser to obtain a refund of the Price less Fees, if any. At the
request of the Event Organiser, we will inform you on its behalf of the details
of the postponed Event and, if applicable, send you new Tickets.
13.2
The Customer notes and accepts that in the event of
cancellation or postponement of the Event, he/she shall be able to assert
his/her rights exclusively against the Event Organiser, and that Ticketmaster
shall have no liability whatsoever for the choices made by the Event Organiser
in this regard. Ticketmaster undertakes to promptly inform the Customer of the
Event Organiser’s decisions, should it become aware of them, it being, in any
case, the Customer’s responsibility to be informed of the status of the Event.
13.3
In consideration of the foregoing, in the event of cancellation or
postponement of the Event, the Customer may never ask Ticketmaster for a refund
of any amounts paid by way of Commission, since these are amounts paid for services rendered by Ticketmaster and independent of
the Event Organiser’s subsequent decisions on the organisation of the Event.
13.4
Ticketmaster shall not be
liable for any refusal of reimbursement by the Organisers due to death, illness
or personal circumstances, or any other cause of force majeure that prevents
the Customer from participating in the Event.
13.5
Refunds will be made directly by the Event Organiser as the sole obligor,
unless it decides to delegate Ticketmaster to make such refunds in name and on
behalf of the Event Organiser, and insofar as it has received the necessary
funds from the latter.
13.6
If Ticketmaster is instructed to do so by the Event Organiser, refunds will
be credited directly to the credit card or other payment method used when
purchasing the Product on the Website. In any case, it is understood that it
will not be possible to reimburse the Ticket if it was purchased using
government bonuses and concessions (as an example, but not limited to, Carte
della Cultura or Carta del Docente).
13.7
If the Event Organiser appoints Ticketmaster to handle requests for
refunds, the Customer must follow the rules specified on the Website and/or
sent to the email address referred to during purchase.
13.8
If the Customer has purchased an Ancillary Item on the Site in connection
with an Event that was cancelled or postponed and the Event Organiser
acknowledges the right to a refund pursuant to this Article 13, the Customer
may also request a refund of the Price of the Ancillary Item.
13.9
Except as expressly provided for in these GTC or by the law, Tickets cannot
be exchanged or refunded after purchase.
14
WARRANTY AND LIABILITY
14.1. Purchases
made on the Site are subject to the rules of the Consumer Code on the subject
of warranty for defects and non-conformity of products applicable to the type
of goods and services purchased from time to time. The Customer shall therefore
be recognised the rights set forth in Article 130 of the Consumer Code and such
rights must be exercised within the terms set forth in Article 132 of the same
Consumer Code.
14.2. Personal
arrangements including travel, accommodation or hotel relating to the event
that have been organised directly by the Customer are the responsibility of the
Customer; therefore, neither Ticketmaster nor the Event Organiser can be held
liable in the event of losses suffered in relation to such expenses.
14.3. Our
liability as well as that of our Event Organisers is governed and determined by
the law (in particular the Consumer Code) and by these GTC and does not extend
to cases not expressly provided for by these legal and contractual provisions.
In particular, neither we nor the Event Organisers shall be liable for any
detrimental facts or events suffered by the Customer or any other person which
are caused by their conduct or by facts that the law recognises to be outside
our responsibility.
15
ACCESS AND PARTICIPATION
15.1
The Event Organiser, facility owner or manager
may impose specific rules and conditions on entry (e.g., the requirement to
wear an FFP2 mask, display a green pass and generally comply with any
regulations from time to time in place to protect public health), and in the
event of failure to comply with the requirements may deny entry to ticketed
Customers if they violate the terms and conditions of use of the facility or
those imposed by the Event Organiser. The Facility Security Officers may, on
certain occasions, carry out checks to safeguard the safety of all
participants. Ticketmaster, whose activity is limited to the sale of Tickets in
name and on behalf of the Event Organiser, cannot be held liable in any of the
aforementioned cases.
15.2
In the event of a delay, it will be up to the
Event Organiser, the owner, or the person in charge of the facility to decide
whether or not to allow the Ticket holder entry.
15.3 During
the Event it may be prohibited to bring certain objects/equipment to the Event
venue. We therefore invite the Customer to check the terms and conditions of
use of the facility with the Event Organiser.
16
QUERIES AND COMPLAINTS
16.1
If you have any queries or complaints regarding your purchase, please
contact us using the appropriate form , and quoting the order number
assigned at the conclusion of the purchase process.
16.2
As Ticketmaster is acting on behalf of the Event Organisers, it may be
necessary for us to contact the Event Organiser directly in order to respond
fully to your complaint. Complaints are handled within a timeframe of 28 days,
always subject to the Event Organiser’s fruitful cooperation.
16.3
Should a dispute arise in relation to the services provided by
Ticketmaster, we shall make every effort to negotiate an amicable settlement
that is satisfactory to both the Customer and Ticketmaster.
17
DISPUTE RESOLUTION AND
APPLICABLE LAW
17.1
These GTC and the purchase and sale agreements concluded through our
platform are governed by Italian law and must be interpreted in light thereof.
17.2
For any dispute that may arise in connection with the general conditions of
sale and/or purchase agreements, Customers may activate an out-of-court dispute
resolution procedure that complies with the requirements of Articles 141 et
seq. of the Consumer Code. If the Customer activates the aforementioned
procedure, we guarantee our participation in an attempt at amicable settlement
that you may promote before the Conciliation Service of the Milan Chamber of
Arbitration, an independent and institutional service provided by the Milan
Chamber of Commerce and accessible at the following link: https://mediazione.infocamere.it/meca/Index.action.
17.3
You are also entitled to use the online dispute resolution procedure
available at http://ec.europa.eu/consumers/odr/.
17.4
If you reside in a Member State of the European Union other than Italy, you
may access the simplified and accelerated written procedure for the handling of
cross-border small claims disputes provided for in Regulation (EC) No.
861/2007, as amended and integrated.
17.5
In any case, the right of each Customer to bring proceedings before the
competent ordinary courts for disputes arising from these GTC shall remain
unaffected.
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