VERSION: May 2014
Object of the General Conditions
The following General Conditions establish, along with the other Terms and Conditions, the legal framework that regulates the use of the website www.ticketmaster.es, of which Ticketmaster Spain, S.A.U. (hereinafter, Ticketmaster) is the owner, as well as the services provided by Ticketmaster through it. These will always be available in Spanish, Catalan or English in www.ticketmaster.es so that you can consult, file or print.
Additionally, in this section you will find all the information necessary about the processes that the user should follow to buy a ticket for an event or show, the terms and conditions, policy of refunds, etc. Ticketmaster makes its website available to you in Spanish, Catalan and English. At any time the user will be able to select the language they prefer to process and formalise the purchase of tickets or simply select the language they prefer for browsing around www.ticketmaster.es.
Ticketmaster and the user
Ticketmaster is an online purchasing service, available 24 hours a day, where you will be able to conveniently purchase tickets from your computer for all types of shows and events through the Internet.
Through its website, www.ticketmaster.es, Ticketmaster makes available to you a service of advance ticket sales, providing the public and users with ticket purchases, operating on behalf of the promoter in their distribution.
Ticketmaster Spain, S.A.U, is a Spanish limited company with company offices in Carrer de Pallars, 193, planta 10, in Barcelona, registered in the Barcelona Company Register, Volume 342069, Dossier 0186, Sheet b-133269, inscription 35, attending to consultations relating to the Terms and Conditions of this website in the forms we make available to you and/or through the e-mail email@example.com
The use of the website attributes the condition of user and implies the acceptance of the provisions included in these Terms and Conditions in the version published by Ticketmaster at the moment that the user accedes to the website.
The user states that they have the legal standing necessary to act and contract on the website in accordance with the conditions outlined below, which they state they understand and accept.
The user is responsible for supplying their data correctly in the purchasing processes established on the Ticketmaster website, and must pay special attention regarding the entering of bank data and data of a personal nature.
The user promises to use the services and contents in our website in accordance with the law and the general terms and conditions of the services provided by Ticketmaster at all times, and should refrain from using them for:
(a) Transmitting to third parties their username and password, having to immediately notify Ticketmaster of access by an unauthorised user of this information.
(b) Introducing into the web programmes of data susceptible to causing damage to the computer systems of Ticketmaster, its suppliers or third party users of the internal web or of this website.
(c) Undertaking illicit, fraudulent and/or antisocial activities or which impede the correct use of the website, as well as the web or its resources.
(d) Undertaking activities that constitute a breach of the regulation regarding intellectual and industrial property or any other legal regulation applicable.
(e) Reproducing, duplicating, selling or exploiting any contents of the website for commercial purposes.
(f) Disseminating contents of a racist, xenophobic, pornographic nature or of an apology for terrorism and/or which are in breach of human rights.
On registering in Ticketmaster, the user will choose a password that will later be confirmed by e-mail. The user must duly guard the keys and passwords given for their access as a registered user, given that they are of a personal and confidential nature, the user being responsible for their use by a third party to which this user has supplied them with.
Access is prohibited to minors aged 14 or less.
In the case of contracting by minors, Ticketmaster is not responsible for the veracity and accuracy of the data filled in by the user and therefore cannot confirm with total certainty their age. For this reason it will not assume any responsibility about people who breach the regulation, whether minors or people previously expelled from the website.
Ticketmaster may get in touch with the user at any time so that they can show their real age by means of a photocopy of their ID card or similar. The non-response within a set time will mean the blocking or cancellation of the profile. If we have knowledge that a minor of 14 or less has a profile we will proceed to block or eliminate it.
Legislation applicable and amendment of the general conditions
These contractual general conditions along with, in their case, the specific conditions that may be established, will expressly regulate the relations arising between Ticketmaster and the third parties (hereinafter “users”) who contract through the www.ticketmaster.es portal
The present terms and conditions have been written in accordance with the Law 34/2002, of July 11th, on information society services and e-commerce; Law 7/1998, of April 13th, on the General Contracting Conditions; Royal Decree Legislation 1/2007, of November 16th, which approved the Consolidated Draft of the General Law for the Protection of Consumers and Users and other complementary laws and Law 7/1996, of January 15th, on retail commerce, as well as any other laws that may be applicable.
Ticketmaster may amend these General Conditions, through the publication of such amendments in the portal in the version published by Ticketmaster at the moment the user accedes to the website.
If any clause included in these general conditions was declared, totally or partially, null and void, this nullity will only affect the provision in question or the part of it that becomes null and void, the rest of the general conditions surviving, with the provision, or the part being affected, not being included.
Conditions and use of the service
The ticket sales service is of an onerous nature, providing the user with all the information relating to the price of each ticket at all times on the web. The information service offered on the web is free of charge.
Ticketmaster endeavours to provide promoters and the general public with a purchasing channel for these tickets, but at no time acts as a promoting entity of the event or show.
Ticketmaster does not take part in any organisational aspect of the events placed on sale. Ticketmaster remains expressly exempt of all obligation and/or responsibility that correspond to the Promoter, such as the conditions of visibility of the venue where the event or show is being held, its acoustic quality, accessibility, etc. Moreover, the contents, services and products which appear in the publicity and promotional actions of the Ticketmaster website correspond solely and exclusively to their advertisers.
Once the ticket has been bought, it will neither be changed nor the amount refunded, except for causes stipulated in the legislation in force.
The ticket must be kept in a dry place, away from heat, without any contact with plastics or magnetic fields.
The changes that occur after the date of the start-up of ticket sales such as: changes of dates, venue, artists, cancellation of event, etc. correspond exclusively to the promoter of the event.
Ticketmaster, before any change that occurs in an event or show, promises to:
a) Publish it on its website as soon as is aware of these changes, in order to maintain the users duly informed.
b) Send a message to the e-mail address or an SMS to the mobile phone number shown by the user at the time of purchase informing them of these changes.
c) In the case that the promoter decides to refund the amount, Ticketmaster will inform the user about the procedure adopted by the promoter for this purpose.
The illegal touting of a ticket or the attempt to illegally tout constitutes sufficient grounds for the confiscation or cancelation of this ticket with right of repayment or any other type of compensation.
The use of this system of electronic payment to purchase tickets will constitute electronic fraud, as stipulated in Article 248 of the Penal Code and punishable with sentences of up to six years in prison, when one of the following circumstances occur:
• Provide false data of the purchaser or card number used as means of payment
• Use the data of people different to the purchaser
• Provide card numbers that do not coincide with that of the purchaser
• Usurp the condition of holder of other people’s cards
• Use card numbers generated with computer programmes or similar algorithms.
A ticket cannot be used for purposes of publicity, commercial, promotional ends, for games, competitions or bets, without the prior, express and reliable authorisation of the promoter.
Ticketmaster declines all responsibility regarding the tickets purchased at unofficial sales points. Ticketmaster is not responsible for the possible differences in price with other means or sales channels.
The ticket or tickets are issued in accordance with the rules and regulations of the venue and the promoter of the event. The breach of any of these rules and regulations, or any other action that may cause damages or injury, will give the right to the venue or the promoter of the event to expel the user from the venue. In any case, Ticketmaster recommends and sends the purchaser the established rules, in each case and for each event, by the promoter of the specific event or show at all times.
Ticketmaster is not responsible for the loss or theft of the ticket.
In general, the unauthorised use of photographic or recording equipment is prohibited. Tapes or films obtained may be destroyed. Also generally prohibited are laser beams, the use of mobile phones, animals (except guide dogs) and the client’s own food and drink.
The venue, the promoter of events and Ticketmaster are not responsible for any personal belonging.
Ticketmaster informs you that the event or show may be recorded for commercial and/or promotional purposes. Ticket holders give their consent by means of access to the venue for the event or show so that their image may be recorded and reproduced later for the abovementioned purposes as part of the audience.
The promoter holds all the rights of image and intellectual property of the show.
The promoter reserves the right to amend the programme of the act. A condition of admission is to conserve the ticket complete and in good condition.
The promoter reserves the right of admission and may register the public on their entrance. No object that the organisers consider dangerous may be taken into the venue.
Tickets can be restricted to a maximum number per person, per credit card and, for large events, per family.
The Ticketmaster website incorporates the appropriate safeguards and uses standard technology to improve security, integrity, exhaustiveness, accuracy and protection of the personal data it has compiled, and has established reasonable precautions to protect this information from possible loss or misuse. Its standards regarding data protection and security are revised periodically and improved whenever necessary, and every effort is made to ensure that only the authorised people can access the information you provide.
Ticketmaster declines any responsibility in the case that there are interruptions or poor functioning of the contents and services offered on the Internet, when the cause originates in breakdowns produced by natural disasters, situations of force majeure, extreme emergency, computer attacks or intrusions or any other situation of force majeure or accidental. Additionally, Ticketmaster is not responsible for collapses in the web, loss of business as a consequence of these collapses, temporary power cuts, errors in data transmission networks, etc. Ticketmaster makes every effort in order to avoid these types of incidents.
The ticket sales system uses a secure server and the latest technology in encrypting. A secure server guarantees you the privacy of the data you send by Internet. This privacy is achieved by means of the SSL protocol.
• What is a secure server?
A secure server guarantees you the privacy of the data you send by Internet. This privacy is achieved by means of the SSL protocol, the current standard used by the security industry. In Internet, security is the result of the communication between the browser that supports the SSL protocol and a server that supports the same protocol. Any version of browser supports this protocol.
• How does the SSL protocol work?
The SSL protocol works simply, encrypting the data you send by means of the RSA coding system when it is placed in a secure zone of a browser. Your Netscape or Explorer browser, collaborating with the secure server, encrypts the data in a way that if someone manages to appropriate it in the transmission process, they will not be able to read it since they do not have the key required.
• What is the security certificate?
A security certificate is awarded by a certifying entity: the Certification Authority. This entity awards this certificate after having controlled the correct configuration of the encryption process (SSL) and having checked the data of the applicant company. The certificate of secure server is awarded to an entity whose references have been checked, to ensure that in fact whoever receives the encrypted data is the person who should receive it.
• Secure server
All of the pages that ask for personal information (name, address, etc.) and the pages with data of the credit card are secure pages. Although you do not see the padlock that appears in the lower right-hand side of your browser (because our pages are divided in frames and some of them, such as the one containing the upper banner, are not secure), you can check the security of our pages by clicking on the icon in the upper part of this page which guarantees the security of the server and the use of a certificate with the maximum degree of encryption (128 bits).
• How is the security of this server certified?
Our SSL server is certified by Thawte.
How can I buy tickets?
So that buying your tickets is as easy as possible, we offer you different options:
• By Internet
• By mobile phone
• By telephone
• In the network of shops
• In kiosks
• In the Sale and Collection terminals in venues
• In the ServiCaixa ATMs of "la Caixa"
Ticket sales by Internet
Buying your tickets by Internet not only saves you queuing, it also means you can consult your purchasing history at any time and in some cases you will also be able to print your tickets conveniently from home. If you want, you can check out the different ticket collection options we offer you.
Ticket sale by telephone
If you want you can buy your tickets by means of our telephone service; you just need to call 902 15 00 25 and state the event you are interested in to the operator. Do not forget to have your credit card at hand and a contact telephone number.
At the end of the purchasing process, the operator will provide you with a reference number, which together with the credit card must be shown for the ticket collection.
Network of shops
Here you can buy your tickets or collect those you have bought by Internet or through our telephone sales system.
You can pay in cash and, in the centres in which it is shown, with credit and debit cards. We currently have more than 1,000 establishments integrated into our network. To find your closest shop check our list of shops.
Note: make sure that the service is available for the show you are buying tickets for.
We have a network of kiosks located in specific sales points, in which as well as collecting tickets you have previously purchased by Internet or telephone, you can buy them. In these kiosks you can only buy the tickets with a card. Check our list of Kiosks.
Note: make sure that the service is available for the show you are buying tickets for.
Sales and Collection terminals in the venues
You will find them at the entrance of the venues that enable this type of sale. You can collect the tickets from the same terminal.
Note: make sure that the service is available for the show you are buying tickets for.
ServiCaixa ATMs of "la Caixa"
You'll find them in most branches of "la Caixa". Ticketmaster will stop the selling of tickets through the "la Caixa" ATMs on October 15, 2013. The other Ticketmaster usual selling channels will remain at your disposal.
The ticket collection service will be available until next January 15, 2014. We recommend that you print your tickets as soon as possible using any of your cards (except virtual cards) regardless of the entity and modality, credit or debit card..
Check the location of branches that have terminals with ticket collection. You can collect the tickets in the same terminal.
Note: make sure that the service is available for the show you are buying tickets for.
Methods of payment
Purchases made by telephone or Internet:
We accept the following credit cards: Visa, Mastercard and American Express, irrespective of the entity and type (credit/debit).
The ticket sales system uses a secure server and the latest technology in encryption. If you want more information about our security policy, click here.
Important: our system does not accept payment with virtual cards, since in order to collect tickets you need to show the card used in the purchase, as well as accrediting documentation of the ownership of the card (ID or passport).
Purchases made in the shops:
The common method of payment in the shops is in cash, but in some centres you can pay by card. We recommend you check the purchasing conditions before going to the sales point.
Checking the purchase
You can check that the purchase has been made correctly by going to the "Tickets awaiting collection" section. You may need the card with which you have made the purchase.
SIf your purchase has been made correctly, you will receive a confirmation e-mail with detailed information of the purchase you have just made. This e-mail may not arrive in your “In tray” since some internet services detect it as SPAM. We recommend you always look in the “Unwanted mail” section. If the purchase has been made by phone you will not receive this confirmation.
How do I get my tickets?
Once your purchase has been completed and you have received your confirmation e-mail, your tickets will be available for collection. We show you the collection options open to you for your ticket collection on both the final screen of the purchase and in the confirmation e-mail. You can also check the Tickets awaiting collection with your card of purchase. We recommend you collect your tickets in advance.
Consult our collection options.
Policy of refunds and right of waiver
Refunds for previously bought tickets are not allowed. The impossibility of attending an event or show or the commission of an error on making the purchase of the ticket or tickets are not causes that allow refunds.
The user may not exercise the right of waiver or resolution, in accordance with the regulation in force in questions of consumerism and rules of retail trade.
Ticketmaster, as distributor, can only and exclusively proceed in the cancellation of the tickets and, therefore, to the refund of the amount when it receives the express order from the promoter of the event and/or show in the cases of cancellation, change of dates, etc.
Ticketmaster, before any change that occurs to an event or show, promises to:
a) Publish it on its website as soon as it knows about it, for the purpose of keeping the users duly informed.
b) Send a message to the e-mail indicated by the user when making the purchase informing them of these changes.
c) In the case that the promoter decides to proceed with refunding the amount, Ticketmaster will inform the user about the procedure adopted by the promoter for these purposes.
Refunds due to change or cancellation
You can check all the information referring to the changes and cancellations that our events may have experienced in the Changes and cancellations page.
In the case of cancellation, the refund may be made within a period of fifteen days from the date of the public announcement of the cancellation of the show. After this period, no refund will be accepted.
Purchases made by phone, Internet or ATMs:
The refund of the amount for the tickets will be carried out automatically to the card* with which the purchase was made within a period of approximately 3 to 15 working days. If you want to check the status of your purchase for to the "Purchases" section of My Ticketmaster.
(*The refund is made within a period of 3 to 10 working days following the notification we send you. To verify the payment, you should check the bank statement of the card (debit or credit) used for the purchase)
Purchases made in Ticketmaster centres:
The refund for the tickets purchased in the Ticketmaster centres must be processed in the same sales point where they were purchased.
The aim of Ticketmaster is to provide its clients with a convenient and secure distribution network for buying tickets. Therefore:
• Ticketmaster does not take part in any organisational aspect of the events placed on sale and therefore has nothing to do with aspects such as acoustic quality, accessibility… Similarly, the contents, services and products which appear in the publicity and promotional actions of our website correspond solely and exclusively to their advertisers.
• The changes that occur after the start-up date of ticket sales such as changes of dates, venue, artists, cancellations… are the sole and exclusive responsibility of the promoter of the event.
Before any change that occurs:
• Ticketmaster promises to publish it on its website as soon as it knows of these changes in order to keep our users conveniently informed.
• Ticketmaster will send a message to the e-mail provided by the users when making their purchase, informing them of these changes.
• For the cases in which the promoter decides to refund the amount for the tickets purchased, Ticketmaster will follow their instructions at all times.
For purposes of compilation and continually improving our service we make the following form available to our users for any suggestion, complaint or comment.
Insurance of Events
If you are unable to attend to an event the Non-attendance insurance of Mondial Assistance returns you 100% of the amount paid for the ticket.
The Non-attendance insurance will cover you on the condition that you cannot attend the event for reasons of illness, delay in journey, breakdown of traffic accident, dismissal at work, etc. Check here the terms and conditions of the Non-attendance at Events Insurance.
This insurance covers the total amount paid for the ticket up to a maximum. You can check here the limit of the compensation.
My Ticketmaster is the free leisure club that Ticketmaster makes available so that you can enjoy your free time even more.
You can get discounts on tickets, enjoy concerts, theatrical works... free! We have exclusive offers specially organised so that you can enjoy your free time to the utmost. Film previews, backstage passes, taking part in draws for tickets, merchandising...
If you want more information or simply to register right now you can do so from the registration page of My Ticketmaster.
Customer Help and Service Menu
Ticketmaster has a Customer Help and Service section available to users, where you will find answers to the frequently asked questions.
Ticketmaster also makes official complaint forms available to the client in their head offices in Carrer de Pallars, 193, planta 10, in Barcelona, Spain.
If you need us to help you or you have any doubt, do not hesitate to get in touch with us. We will be delighted to attend to you.
Intellectual and industrial property
The contents supplied by Ticketmaster as well as the contents placed on the web through its web pages, constitute a work in the sense of legislation on intellectual property so that they are protected by the international laws and agreements applicable to the question.
Any form of reproduction, distribution, public communication, transformation, availability and, generally, any act of public exploitation referring to both the web pages and their contents and information is strictly forbidden without the express and prior consent of Ticketmaster.
In consequence, all the contents that is shown in the different websites and especially the designs, texts, graphics, logos, icons, buttons, software, trade names, brands, industrial illustrations or any other signs susceptible to industrial and commercial use are subject to intellectual and industrial property rights of Ticketmaster or third party holders of them who have duly authorised their inclusion in the different websites.
The contents, images, forms, opinions, indexes and other formal expressions that form part of the web pages, as well as the software necessary for the functioning and visualisation of them, also constitutes a work in the sense of Author’s Rights and are, therefore, protected by the international conventions and national legislation in questions of Intellectual Property that are applicable. The breach of these rights implies the committing of serious illegal acts and their sanction via civil and criminal legislation.
All acts are prohibited by virtue of which the users of the services or contents can exploit or use commercially, directly or indirectly, totally or partially, any of the contents, images, forms, indexes or other formal expressions that form part of the web pages with the prior written authorisation of Ticketmaster.
Specifically, and not exhaustively, acts of reproduction, distribution, exhibition, transmission, retransmission, emission in any form, storage in physical or logical supports, digitalisation or making available from distinct databases of the property or those authorised by Ticketmaster are prohibited, as well as their translation, adaptation, arrangement or any other transformation of these opinions, images, forms, indexes and other formal expressions that are made available to the users through the services or contents, and therefore such acts are subject to the legislation applicable in questions of Intellectual and Industrial Property and protection of image.
Ticketmaster is free to limit access to the web pages, and to the products and/or services offered in them, as well as the consequent publication of the opinions, observations, images or comments that the users may send to it via e-mail.
In this sense, Ticketmaster can establish, if it deems it appropriate, without affecting the sole and exclusive responsibility of the users, the filters necessary to avoid that through its web pages contents or opinions may be entered into the web that are considered racist, xenophobic, discriminatory, pornographic, defamatory or which, in any case, foment violence or the dissemination of clearly illicit or harmful contents.
Those users who send to the web pages of Ticketmaster, to its department of suggestions, observations, opinions or comments by means of the service made available or by e-mail, except when they express clearly and unmistakeably otherwise, in the cases in which by the nature of the services or contents that it is possible, it is understood that they authorise Ticketmaster for the reproduction, distribution, exhibition, transmission, retransmission, emission in any format, storage in physical or logical supports, digitalisation, made available from databases belonging to Ticketmaster, translation, adaptation, arrangement or any other transformation of such observations, all the time under the protection of the legally stipulated author’s rights.
Additionally, it is understood that this authorisation is made freely, and only for the mere act of sending a communication via the methods made available by Ticketmaster or by e-mail, such observations, opinions or comments, the users decline any pretension to payment by Ticketmaster.
In accordance with that pointed out in the above paragraph, Ticketmaster is similarly authorised to proceed in the amendment or alteration of such observations, opinions or comments, in order to adapt them to the needs of the editorial format of the web pages, without this being understood in any way that there is any type of injury whatsoever to the moral powers of author’s rights that the users may hold on them.
Strictly prohibited are any technical, logical or technological recourse by virtue of which a third party may benefit, directly or indirectly, with or without profit, of each and every item of contents, forms, indexes and other formal expressions that form part of the web pages, or the effort undertaken by Ticketmaster for their functioning.
Ticketmaster will not take any responsibility for consequences deriving from the abovementioned conduct and actions, and in the same way will not take any responsibility for the contents, services, products, etc., of third parties that may be reached directly or through banners, links, hyperlinks, framing or similar links from the websites of Ticketmaster. All this does not affect Ticketmaster making the utmost effort to prevent incidents in this sense and acts diligently to supress and disable any link that sends or recommends any activity or information that is illegal or susceptible to damage goods or rights of third parties, from the moment that it is effectively aware.
The ownership and management of www.ticketmaster.es corresponds to Ticketmaster (Tick Tack Ticket, S.A.). No material on this website or any other whose ownership, management, licence or control corresponds to Ticketmaster may be copied, reproduced, reedited, loaded or published on the web, or transmitted or distributed in any way, except the download of a copy of the materials in a sole computer for domestic, personal and non-commercial use, on the condition that the copyright information and property rights are kept intact. The modification of the materials and their use for any other purpose represents a violation of rights of copyright and property of Ticketmaster. For these purposes, it is prohibited to use these materials in any other website and in any other setting of computers connected in network.
Special provisions for Platinum Tickets
If you're buying Platinum Tickets from Ticketmaster, the following information applies in addition to the other parts of this Purchase Policy. If there's any inconsistency between this section and the rest of this Purchase Policy, this section will take precedence when you purchase Platinum Tickets. Platinum Tickets are only sold online through this Site. The price of Platinum Tickets is set according to demand at the time you purchase, so it may vary – you pay the price displayed at the time you make your purchase, but the price of similar Platinum Tickets may increase or decrease after you have purchased. You won't be entitled to a refund if the price of similar Platinum Tickets subsequently falls. Platinum Tickets are some of the best seats or tickets available for each event, so the numbers of available Platinum Tickets may be extremely limited and can sell out quickly. Occasionally, additional tickets may be available prior to the event but Ticketmaster does not control this inventory or its availability. For details of any fees or other charges that apply to your order of Platinum Tickets, please look for information on the pages where the Platinum Tickets are advertised.