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What is the ticket service charge?
The ticket service charge is an additional fee to the price of the ticket and is intended to make its sale possible and allows:
  • The maintenance of our website: so you can buy tickets from a wide catalog of events comfortably from home and without queuing.
  • The investment in technology so that you can print or download the tickets without having to go to the box office.
  • A Customer Service available everyday to answer all your questions and keep you informed of any change in the Event.
    • They are usually displayed during the purchase process and accepted by the customer before placing the order.
    Is it legal for a company to keep the ticket service charge?
    In case of ticket cancellation, the organizer is obliged to refund the amount of the ticket except the service charge, as indicated by the regulations.
    Organizers can decide to refund the ticket amount excluding the service charge.

    Have exceptional measures been taken due to COVID-19?
    The Spanish government approved article 36.2 of Royal Decree-Law 11/2020, of March 31, which explains how to proceed with the refund of tickets for events that are not held due to Covid-19 circumstances. It indicates that the event organizer is obliged to return the amounts paid by the user "except for expenses incurred and duly itemized".

    Why is the service charge returned in some occasions and some others not?
    The responsability of deciding whether to refund the service charge or not relies on the organizer of the event, in accordance with the applicable regulations at all times.

    Is it possible that some customers of an event receive a full refund of their purchase, and some others of the same event only a ticket refund?
    Some organizers/promoters have been requesting the need not to return the service charge as they are expenses incurred. Depending on when the request was made, entradas.com applied one procedure or another. This is why it is possible that, on some occasion, the processing of the ticket refunds belonging to the same event may vary due to exceptional causes such as the Covid-19 pandemic, and the need to adapt to the measures and legislative developments promoted by the government.
    If you have any further questions, please use our search box or contact our customer care.
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