Purchase Conditions

This section of Tiketeo (hereinafter, the Platform) outlines the conditions you must accept if you wish to contract any of the products or services we offer on our Platform. Our Platform allows you to purchase tickets for different types of events organized by numerous organizers, as well as various products associated with the events or artists (e.g., artist merchandising, products associated with the activities such as books, CDs, etc.). In this document, and unless any of them have a specific contracting particularity, we will refer to all products you can buy on the Platform as Tickets or Products.

If you wish to obtain general information about our Platform or our Privacy Policy, we recommend you read these other sections: Legal Notice and Cookies and Privacy Policy, which you can find at the end of the document.

We hope you agree with everything we state here and in the rest of the legal documents; if not, we are sorry, but you will have to stop browsing our website and you will not be able to use our service. In that case, do not hesitate to contact us to discuss any of the points detailed here.

The index of the points contained in this section is as follows:

Basic Aspects of the Platform
What options does the Platform allow?
How to buy Tickets or Products through the Platform
Suspension, substantial modification, or cancellation of an Event
Refund Policy
Leaving the Platform
Customer Support
Newsletter Subscription
Ticketgest satisfaction guarantee

1. Basic Aspects of the Platform

Before buying tickets, it is important to carefully read the Purchase Conditions to ensure that the Platform offers what you are looking for and that you agree with the sales conditions we offer.

These Purchase Conditions are available to the buyer before making the purchase and must be expressly checked to complete the purchase.

By checking the "I have read and accept the Legal Conditions" option, you agree to accept the following terms and conditions. Any new feature or tool that may be added to the current service will also be subject to the Terms and Purchase Conditions, although these new conditions will only apply to Products you have already purchased if they offer you more advantageous options.

Reading and accepting these Purchase Conditions is a necessary condition for using the Platform's services. These Purchase Conditions govern the relationship of the product buyer (hereinafter, the "Buyer") with the product seller (hereinafter, the "Organizer") and with Palcadar S.L. (hereinafter, "the Platform") in our capacity as an intermediary. Palcadar S.L. is an entity domiciled at Calle Molí des Comte, 44, Palma de Mallorca (Balearic Islands) with NIF (Tax ID) B07516651. Contact E-mail: hola@tiketeo.es.

As a buyer, you acknowledge that you have sufficient legal capacity to enter into a contract, have read and understood these Platform Purchase Conditions, and accept them.

2. What options does the Platform allow?

Through our Platform, you can purchase all those Tickets and Products offered by the Organizers registered on the platform. From the Platform, we offer a space where you can easily access different Events as well as the Products associated with them. The Platform solely provides you with a system where you can access Events in a unified manner and buy Tickets. If you have questions about the purchase process, we recommend you contact us at hola@tiketeo.es, as we are the technological Platform that makes it possible.

You should note that we do not organize the Events, nor do we set the prices or the access conditions for them. Therefore, if your question or comment is about a specific Product or Ticket, we recommend that you contact the Organizer directly, as they can offer you all the first-hand information.

In any case, we are at your disposal and will be happy to assist you and act as an intermediary between you and the event organizer.

3. How to buy Tickets or Products through the Platform

If you are interested in purchasing Tickets for an Event, you must register for it. To do so, you must have carefully read the specific characteristics of the event and agree with them before buying the Tickets. We detail the different phases of the registration and Ticket acquisition process below:

Select the type and number of Tickets and/or Products and click "Buy";
Enter the personal data requested by the Organizer;
Accept the purchase conditions and click "Finalize purchase," after which you will be redirected to the payment gateway;
Complete the payment details;
You can save your ticket in 2 ways: I. As soon as you make the payment, we will show you a page with a button that says "download tickets." By clicking the button, you will download the ticket to your computer at that moment. II. You will receive the corresponding Tickets at the email address provided.

This document will serve as proof of purchase at all times. It includes the Organizer's details so you have their information and can contact them directly in case of any type of incident, as well as the link to these purchase conditions so you always have them available.

If you have had any problems during the purchase process, you can contact Management Online Reservations S.L. at the email address hola@ticketgest.com.

Our customer support team will respond as quickly and efficiently as possible. We always respond to all cases and try to expedite communication between the buyer and the promoter to achieve the fastest possible resolution when necessary.

In any case, you guarantee that the data you provide us is truthful, and you are responsible for communicating any modification or update to it. Therefore, you will be solely responsible for any false or inaccurate information you provide and for the data you provide in your relationships with us, other users, and particularly with the Organizers.

4. Suspension, substantial modification, or cancellation of an Event

An event will be understood as suspended, substantially modified, or canceled if the organizer new-self communicates said suspension, substantial modification, or cancellation, or if it is demonstrable through reliable means that this has occurred. In this case, the customer will receive a refund from the Platform for the total price paid for their ticket (including management fees) within a maximum period of 10 days from the organizer's communication or from the Platform becoming aware of the reliable fact demonstrating it.

The refund will be made to the bank account associated with the card used by the buyer during the ticket purchase process. The customer will not have to take any action, as the Platform new-self will proactively issue said refund. However, we will be happy to answer customers who write or call us asking about such cases.

This applies unless the purchase was processed through a payment gateway owned by the promoter and not the Platform. In this case, the event organizer will be responsible for processing said refund. If this is the case, the buyer is notified before making the purchase that the purchase will be made through a payment gateway not owned by the Platform, but by the event organizer.

So that the buyer knows who the event organizer is at all times, the Platform makes this information available on the event details page and also in the legal conditions of the purchased ticket.

On the other hand, to confirm the event's realization, the Platform provides the customer with various communication channels as well as an email to leave comments about the event (this message is sent approximately 24 hours after the event takes place, provided the promoter has not voluntarily marked their wish not to send said email to gather comments).

5. Refund Policy

Attendees at shows and recreational activities have the right to see the show or participate in the recreational activity. They also have the right for said events to take place in their entirety, in the manner and under the conditions in which they were advertised. Users will have the right to a full or partial refund of the amount paid for the tickets in the event that the show or recreational activity is suspended or substantially modified, except in those cases where the suspension or modification occurs after the show or recreational activity has begun and is due to force majeure. All this is without prejudice to any claims that may be appropriate under the applicable civil and commercial regulations.

Regarding the right of withdrawal as a consumer, for informational purposes only, we inform you that the applicable legislation, specifically Article 103(l) of Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws, specifically excludes the supply of services related to leisure activities from the right of withdrawal.

So that the buyer knows who the event organizer is at all times, the Platform makes this information available on the event details page and also in the legal conditions of the purchased ticket.

6. Leaving the Platform

You may request to delete your account from our Platform at any time by sending us an email at hola@ticketgest.com, and we will process it as quickly as possible. We will not ask for justification to make the deletion effective, although we reserve the right to ask you the reasons for leaving for statistical and service improvement purposes. In any case, before doing so, you must consider that:

You must not have any open purchase processes for Tickets and/or Products.
You must be aware that we will delete all data associated with your account, and if you later decide to rejoin our Platform, your new profile, even if associated with the same email account, will start from scratch.

7. Customer Support

We offer you a Customer Support service through our help system. You can access the help system by clicking the "Help" button at the bottom of the page. Here, we are at your disposal for you to tell us any doubts you have regarding the Platform and the service we provide through it.

Customer Support is limited to the Ticket and Product sales service and the Platform. We cannot answer questions about the event new-self, admission policy, press, etc., as we do not have this information. For the quickest resolution of your query, you should contact the Organizer directly.

In all cases, the Customer Support service will be available during the following hours (Peninsular Spain time):

Mondays to Thursdays (working days): from 10:00 to 18:00
Fridays (working days): from 10:00 to 23:00
Saturdays: from 17:00 to 23:00
Sundays: from 12:00 to 14:00

For any complaint or claim you wish to make, you can write to us at the email address hola@tiketeo.es so we can process it.

8. Newsletter Subscription

When making a purchase, you can check the box "Receive promotions, discounts, and all news about upcoming events." In that case, you give us, Palcadar S.L., and the organizer of the event for which you are buying tickets, permission to send you communication and promotional material.

9. Ticketgest satisfaction guarantee

The ticket sale includes the Tiketeo satisfaction guarantee, the objective of which is to cover your needs as a ticket buyer so you can enjoy the best experience, avoid any inconvenience related to the ticket management new-self, or protect you against unforeseen events.

The cost of the Tiketeo satisfaction guarantee is 2% (VAT included) of the base ticket price and is included in the price you pay for your purchase.

The minimum amount applicable to your purchase will be €0.01, provided the ticket amount is greater than €0.

Due to the individual policies of certain organizers or events, some purchases may not include this "Tiketeo satisfaction guarantee." You can check if your ticket includes the "Tiketeo satisfaction guarantee" as we display it in the purchase summary before payment, and we also include it in your ticket email once the purchase is made, with access to these conditions.

What does the Tiketeo satisfaction guarantee include?

The Ticketgest satisfaction guarantee includes, among others, these services: I. Email support by the Tiketeo team, Monday to Sunday II. Event reminder alert with ticket access III. Ticket recovery IV. Possibility to change the name on your tickets (subject to cost) V. Possibility of a ticket exchange (subject to availability) VI. Ticket upgrade (subject to availability) VII. Refund for your ticket (subject to conditions) VIII. Immediate update system on the status of your event IX. Event realization verification system

Every buyer has the right to withdraw from this Tiketeo satisfaction guarantee within 48 hours of purchase, provided it is 24 hours before the event is held.

What should you know to use your Ticketgest satisfaction guarantee?

The guarantee begins at the time of its acquisition, which coincides with the acquisition of the guaranteed purchase, and will end on the day the event is held.
The request to use your Ticketgest satisfaction guarantee must be made at the time the causal event justifying the request is known and up to a maximum of 48 hours after the event is held.
Tiketeo may verify that the purchased tickets were not used.
In the case of a refund for your purchase with the Tiketeo satisfaction guarantee, it is limited to 3 requests per year per person.

Details of conditions and how to use each service

Below are the details of the conditions and how to use each of the services included in the Tiketeo satisfaction guarantee.

I. Email support If you need to use our customer support team, you can contact them at hola@tiketeo.es from Monday to Sunday, where a member of our team will personally assist you.

II. Event reminder alert with ticket access A few hours before your event, you will receive an email reminding you of it, as well as the link to download your tickets so you have them perfectly located for when you access the venue.

III. Ticket recovery If, for whatever reason, you believe you have not received the email with your tickets, or you cannot find it, we will resend an email so you can access your tickets. To do this, you must write to our customer support address, which is hola@tiketeo.es, from the email address used to make the purchase.

If, for any reason, you do not have access to that email account or do not remember the email address you used, we can also provide this service, provided you send us the following information:

Date and time of purchase
Total purchase amount.
The last 4 digits of the card used for payment.
Company or merchant that charged you, or an attached bank statement. With this data, the customer support team can locate your tickets and send them.

IV. Name change In the case of nominative tickets (tickets issued in a specific name), where the event organizer requests that the name of the attendee who will attend the event appear on the ticket new-self, you have the possibility to use our name change service to be able to use said ticket. To do this, simply follow the instructions in this form. This process may incur an additional cost.

V. Ticket change If you need to request a change for a ticket you have purchased for an event, you can request it from the customer support team by writing an email to hola@tiketeo.es from the email address used to make the purchase, indicating your needs. We will make the ticket change directly if the following conditions are met:

That ticket sales for the event for which you are requesting the change are still open.
That there are tickets available for the ticket type you want to change to.
That the ticket change is between different ticket types or sessions for the same event.
That there are more than 48 hours remaining until the event is held. If these cases are not met, such as requesting a ticket change between different events, we will process the request with the organizer on your behalf to see if it is possible.

VI. Ticket upgrade It may be the case that you want a ticket of a higher cost and with superior features than the one you have already purchased. If so, we offer you the possibility of processing this request with the event organizer on your behalf. To do this, we need you to write to our customer support email at hola@tiketeo.es following these instructions:

Write to us from the email address used for the first purchase.
Attach the PDF of the tickets you bought.
Indicate the upgrade you are requesting. With that, we will contact the organizer and write back to you with their response.

VII. Refund You may request a refund for purchases covered by this guarantee when the event for which you made the purchase is held in Spain and one of the following involuntary and reliably justified causes (with documentation in Spanish or, if in another language, including a sworn translation) occurs, as detailed below:

The buyer's summons as a witness or as a member of a popular jury in a trial.
The termination of an employment contract due to dismissal.
The existence of pregnancy complications that require the pregnant woman to maintain bed rest.
The delivery of a child for adoption to the buyer.
A serious illness or accident involving the buyer.
The death of the buyer, their relatives, or pets.
The buyer, or a first or second-degree relative, undergoing a surgical operation that prevents the buyer from attending the event.
Serious damage occurring to the buyer's primary or secondary residence or commercial premises.
The buyer is summoned by official bodies.
The buyer is summoned as a member of a polling station for the day the event is held.
The buyer is awarded an official scholarship that prevents them from attending the event.
Sitting an official exam scheduled after the satisfaction guarantee was subscribed.
A delay in public transport that would take the buyer to the event venue.
A breakdown or accident of the buyer's vehicle that prevents them from attending the event.
Theft of the buyer's luggage or documentation at a time prior to the start of their travel to the event venue for which the purchase is subscribed to the satisfaction guarantee.
The non-attendance of one of the buyer's companions due to one of the circumstances mentioned above.

The refund of the amount for purchases covered by the Ticketgest satisfaction guarantee will be excluded for the following causes:

Any unforeseen event arising prior to subscribing to the satisfaction guarantee.
Theft, robbery, or simple loss of the ticket, as well as misappropriation of the same.
All unforeseen events caused by bad faith or gross negligence on the part of the buyer.
Voluntary withdrawal by the buyer.
The event for which the satisfaction guarantee was subscribed is canceled or suspended by the organizer, regardless of the cause.
Any consequence of a terrorist act, war, pandemic, radioactive, nuclear, or biological catastrophe, duel, or brawl.
Any mental, psychological, or depressive illness exempt from hospitalization.
Any type of operation on the buyer not derived from a pathology.
Any type of aesthetic treatment.
A periodic medical check-up.
A vaccination or cure planned at the time of subscribing to the satisfaction guarantee.
A voluntary termination of pregnancy.
An epidemic.

How to request a refund?

If you incur one of the covered reasons that allow you to request a refund for your ticket, you must communicate with Tiketeo via the link to the form found in the email we sent you with your tickets when you made the purchase.

You must access it from the link in that email, as this allows us to know that you want to process your refund request for that specific purchase. Additionally, some of the necessary data in the form will appear pre-filled upon access and are necessary for our team to process your request.

In this form, you must provide all the information about your purchase, as well as submit all documentation you have that justifies being in one of the situations listed as reasons that allow for a refund of your purchase.

Once the form is completed, you will receive an email confirming your request. Subsequently, once everything has been reviewed by the team, you will be notified by email of its acceptance or rejection.

If your refund request is accepted, you will not receive the total purchase amount; rather, you will receive the total purchase amount minus the amount corresponding to the Tiketeo guarantee, the amount of management fees, and the donation (if one was included in your purchase).

Note: NO additional justification information or documentation will be accepted other than that sent via the refund request form under the Tiketeo guarantee. Therefore, make sure to include everything you believe may be useful to justify being in one of the situations covered in this document for your request to be accepted.

VIII. Immediate update system on the status of your event It may be the case that, for reasons beyond our platform's control, the event organizer has to cancel the event for which you have purchased tickets. If this happens, following confirmation from the organizer, we will contact you via email, providing you with all the information we have, which will range from the reason for the cancellation to any comments the organizer deems appropriate to share about it.

IX. Event realization verification system We want to guarantee your satisfaction as much as possible. Therefore, and since we are neither the organizers of the events nor can we be at every one of them, we will send you an email after the event is held so you can rate how it went, tell us how it transpired, and if there were any incidents.