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Terms and Conditions

1. Identification of the service provider

The ticket brokerage services offered through the website ticketes.com (hereinafter referred to as the "Site") are provided by:

Company name: Ticketes Europe Servic SL

CIF: B21780572

Registered office: C/ Princesa 31, 2nd floor, 28008 Madrid, Spain.

Contact email: info@ticketes.com

Customer service phone / WhatsApp: +34 611 91 65 79

Ticketes Europe Servic SL (hereinafter, "Ticketes.com" or "Ticketes") acts exclusively as a technological platform for intermediation in the sale of tickets for events organized by third parties.

2. Nature of the service and parts of the contract

2.1. Ticketes.com provides Users with an online platform that allows the purchase of tickets for events organized by third parties (the “Organizers” or “Promoters”).

2.2. Ticketes.com does not organize, produce, or manage the events published on the platform.

2.3. The ticket purchase contract is exclusively made between the User and the Event Organizer.

2.4. Ticketes.com acts solely as a technological intermediary in the sale of tickets, facilitating:

  • the publication of events
  • the purchasing process
  • payment management
  • the electronic issuance of tickets

3. Organizer Identification

The identifying information of the Organizer (name or business name, NIF/CIF, address, and contact details) will be displayed to the User on the event page before the purchase and on the corresponding ticket or receipt.

The Organizer will be the sole responsible party for:

  • the organization of the event
  • its content
  • date changes
  • cancellations
  • access conditions
  • compliance with applicable regulations

4. Price and management fees

The ticket prices are set by the event organizer.

Ticketes.com may apply management fees for the use of its technology platform and associated services.

The total price shown to the User before confirming the purchase will include:

  • the ticket price set by the Organizer
  • the management fees of Ticketes.com
  • the applicable taxes

The User declares that they know and accept the total amount before finalizing the purchase.

5. Payment flow and settlement to the organizer

The User makes the payment of the total amount through the Ticketes.com platform.

The payment consists of:

  • the ticket price set by the Organizer
  • the management fees of Ticketes.com

Ticketes.com acts as a collection intermediary, subsequently transferring the corresponding amount to the Organizer in accordance with the agreements established between both parties.

6. Purchase process and payment methods

The total price (ticket + handling fees + taxes) will be displayed before finalizing the purchase.

Available payment methods include, but are not limited to:

  • bank card (Visa, Mastercard, American Express)
  • Apple Pay

  • Google Pay

  • Stripe

  • Redsys

Payment processing is done in secure environments and Ticketes.com does not store complete bank card details.

7. Purchase confirmation

Before finalizing the purchase, the User will have access to an order summary that will include:

  • selected event
  • number of entries
  • total price
  • management expenses
  • applicable taxes

By confirming payment, the User declares to have read and accepted:

  • these Terms and Conditions
  • event information
  • the applicable returns policy

8. Ticket Delivery

Tickets are delivered exclusively in electronic format.

The User will receive the tickets via:

  • PDF file
  • QR code

  • download link

Tickets will be sent to the email address provided during purchase.

The User must verify the correct receipt of the same.

9. Cancellations, changes and refunds

9.1 General rule

Once the ticket has been purchased, no changes or refunds will be allowed, except in the cases provided for by applicable legislation or in the event of cancellation or substantial modification of the event.

The User's inability to attend the event or errors made during the purchase process do not constitute a valid reason to request a refund.

In accordance with European consumer protection regulations, the right of withdrawal will not apply, as these are services related to leisure activities with a specific date or period of execution.

9.2 Event Cancellation

In the event of total cancellation of the event, the Organizer will decide the applicable refund procedure.

Ticketes.com, as a technological intermediary platform, will process the refund of the corresponding amount when it receives the express instruction from the Event Organizer.

Refunds will preferably be made using the same payment method used for the purchase.

9.3 Date Change

If the event date changes, tickets will remain valid for the new date, as determined by the organizer.

If the User is unable to attend on the new date, they may request a refund of the ticket price within the period determined by the Organizer.

If the User does not request the refund within the indicated period, it will be understood that they accept the new date.

9.4 Substantial alteration of the event

Any modification that significantly changes the nature of the originally announced event will be considered a substantial alteration.

In the event of a substantial change, the User may:

  • accept the modification of the event, or
  • request a refund of the ticket price within the period indicated by the Organizer.

The following shall not be considered a substantial alteration, among other cases:

  • Changes to guest artists or opening acts
  • modifications to the order of actions
  • substitutions of members of groups or collective shows
  • Minor changes to the event program

9.5 Return procedure

When a return is due, the User will receive instructions via the email address used during the purchase.

Refunds will preferably be made using the same payment method used for the purchase.

9.6 Organizer's Responsibility

Decisions relating to:

  • cancellations
  • date changes
  • event modifications
  • return policies

They belong exclusively to the Event Organizer.

Ticketes.com acts solely as a technological platform for intermediation in the sale of tickets.

9.7 Information on prices and management fees

The total ticket price, including the price set by the Organizer, applicable taxes and Ticketes.com's handling fees, is shown to the User before confirming the purchase.

By completing the payment process, the User declares to have reviewed and accepted the total price of the order.

Management fees correspond to the technological intermediation service provided by Ticketes.com and are not part of the price of the event organized by the Promoter.

10. Ticket resale

Ticketes.com may offer a resale service between Users when permitted by the Organizer.

The specific terms and conditions of this service will be displayed on the Site.

11. Prevention of fraud and misuse

Ticketes.com may take measures to prevent:

  • fraud in purchases
  • automated acquisitions using bots
  • Unauthorized resale
  • misuse of the platform

In the event of reasonable indications of fraud or breach of these conditions, Ticketes.com may:

  • cancel the operation
  • cancel purchased tickets
  • temporarily or permanently block the User's access to the Site

without prejudice to any legal action that may be appropriate.

12. Intellectual Property

All website content, including text, images, logos, design, software and other elements, are protected by intellectual and industrial property rights.

Reproduction or use without express authorization is prohibited.

13. User behavior

The User agrees to use the Site lawfully.

It is forbidden to:

  • to use the platform for fraudulent purposes
  • use bots or automated purchasing systems
  • disseminate illegal or harmful content

Ticketes.com may suspend or cancel accounts in case of non-compliance.

14. Data protection

The processing of personal data will be carried out in accordance with the Site's Privacy Policy and applicable regulations, including the General Data Protection Regulation (GDPR).

15. Applicable law and jurisdiction

These Terms are governed by Spanish law.

In case of dispute, the parties will submit to the competent courts in accordance with consumer protection regulations.

The User may also resort to the European online dispute resolution platform:

https://ec.europa.eu/consumers/odr/

16. Modification of conditions

Ticketes.com may modify these Terms at any time.

The modifications will be effective from the date of their publication on the Site.

17. Contact

For any query, issue or complaint, the User can contact Tickets through the following channels:

Phone / WhatsApp:+34 611 91 65 79

(Customer service exclusively via WhatsApp messaging)​

Mail: info@ticketes.com

Postal address: C/ Princesa 31, 2nd floor, 28008 Madrid, Spain

Opening hours: Monday to Friday from 11:00 to 7:00 pm

The estimated response time from customer service is 24 to 48 business hours, which may vary depending on the volume of requests or incidents.

By using Ticketes.com or purchasing tickets through its platform, the User confirms that they have read, understood, and accepted these Terms and Conditions.