These General Conditions for Use and Contracting (hereinafter, the "General Conditions") govern the access and use of the website accessible through the domain name www.entradas.com and its sub-domains (hereinafter, the "Website"), as well as the contracting of tickets through the Website, mobile applications (hereinafter, the "APP") and our telephone sales service (hereinafter jointly referred to as the "Sales Channels").

ENTRADAS.COM may, as applicable, establish specific conditions governing the use and/or contracting of specific services or products offered via the Sales Channels.
The mere access to the Website, APP or telephone sales service attributes the condition of user (hereinafter, the "User") to whoever carries out this action and implies acceptance of all the terms included in these General Conditions and, where applicable, in the individual conditions available via the Sales Channels. If you do not agree to these General Conditions, the User must abandon any purchase transaction of tickets, merchandising products or goods in general (such as T-shirts, sound and/or image storage media, etc.) through the Sales Channels.

By accepting these General Conditions, the User declares:

That they have read, understood and comprehend that set out herein.

That, in the event that they have to purchase any product and/or service, they have sufficient capacity to do this.

That they assume all of the obligations herein.

1. General Information

General information about the owner of this website www.entradas.com and the associated sites is provided below in compliance with the regulations governing the information society services and e-commerce:

Owner: Entradas Eventim, S.A.U. (hereinafter referred to by its trade name, “ENTRADAS.COM”)
Address: C/ Serrano Anguita 8, 2º Piso. C.P. 28004, Madrid (Spain)
VAT Registration Number: A-81933772
Registration: the company is registered in the Madrid Commercial Register, volume 12997, folio 140, section 8, page M-209584, entry number 1. Registered also in the Autonomous Community of Madrid as a retail travel agency with registered number CICMA nº3483.

Contact:

• Customer Service: atencionalcliente@entradas.com (also point of contact for the purposes of Article 12 of the Digital Services Act) and on the telephone number 910 780 889. Communication in Spanish and English.
• Contact point for authorities: the email address dsa_autoridades@eventim.es is established as the point of contact exclusively for authorities for the purposes established in articles 11 and 16 of the Digital Services Act. Communication in Spanish and English.

2. Access to the Web Site and/or the App

The mere access to this Website, as well as to the APP is free of charge except with regards to the cost of the connection via the telecommunications network supplied by the access provider contracted by the User, which shall be borne by the User.


3. Regulations for use of the Website and/or the App

The User undertakes to use the Website, as well as the APP and all of its contents and services in accordance with that provided by law, decency, public order and these General Conditions, not using them to carry out illegal or criminal activities that violate the rights of third parties and/or that infringe any rules of applicable legislation. By accepting these General Conditions or making a purchase the user declares that they have legal capacity to enter into a contract.

The User undertakes to:

I. Not introduce or disseminate contents or propaganda of a racist, xenophobic, pornographic, terrorist nature or that violate human rights.

II.Not introduce or disseminate data programs on the Internet (viruses and harmful software) that can cause damage to the computer systems of the access provider, its suppliers or third party Users of the Internet.

III.Not disseminate, transmit or make available to third parties any type of information, element or content that goes against the fundamental rights and public freedoms recognised in the Constitution and in international treaties.

IV.Not to carry out actions that may involve the commission of unlawful, illegal or fraudulent conducts/acts.

V. Not disseminate, transmit or make available to third parties any type of information, element or content that constitutes illegal or unfair advertising.

VI. Not transmit unsolicited or unauthorised advertising, promotional material, "junk mail", "chain letters", "pyramid schemes", or any other form of request, except in those areas (such as commercial spaces) that have been exclusively designed for this purpose.

VII. Not introduce or disseminate any false, ambiguous or inaccurate information to mislead the receivers of the information.

VIII. Not impersonate other Users using their passwords to the different services and/or content of the Website and/or the APP.

IX. Not disseminate, transmit or make available to third parties any type of information, element or content that involves a violation of intellectual and industrial property rights, patents, trademarks or copyright which correspond to the holders of the Website, APP or third parties.

X. Not disseminate, transmit or make available to third parties any type of information, element or content that involves a violation of the secrecy of communications and legislation of personal data.

ENTRADAS.COM reserves the right to cancel any operation and/or cancel the User's account when there are reasonable suspicions, signs or evidences that the user has been in breach of the provisions of these General Conditions of Use, without prior notice. Likewise, ENTRADAS.COM reserves the right to cancel the tickets if the purchase could reasonably be considered to have been made fraudulently.
The User agrees to hold ENTRADAS.COM harmless before any possible claim, fine, penalty or punishment that it may be forced to bear as a result of a breach by the User of any of the above rules of use, and in addition, ENTRADAS.COM reserves the right to apply for compensation for any losses or damages, as appropriate.


4. Sale of tickets

The purchase of a ticket for an event through any channel made available by ENTRADAS.COM implies the acceptance of two different contractual relationships: (i) a contractual relationship between the User and ENTRADAS.COM regarding the ticket purchase process, under which ENTRADAS.COM, as intermediary, provides the sale and delivery of the ticket to the User, and (ii) a relationship between the User and the event organiser regarding aspects related to the event organisation and performance, under which the organiser provides the performance of the event to the Users who acquired a valid ticket to attend it.
In this respect, ENTRADAS.COM is not the event organiser, but a sales channel for the organiser, acting as an intermediary or distributor in the sale of the tickets.
ENTRADAS.COM gives you the following options to purchase your tickets:

Website (on-line buying service through the website www.entradas.com, available 24 hours a day, every day of the year).

APP entradas.com (on-line buying service through a mobile application compatible with iOS and Android, available 24 hours a day, every day of the year).

Telephone (ticket sales service by calling 902 488 488, Monday to Friday (10h-18h) and Saturdays (10h-14h); the cost of the call will be equivalent to that of a local call and will be charged to the User).

Sale for groups will be available in those events that have this option available. In such cases, the User could purchase tickets by calling 902 488 488 as above mentioned or by sending an email to the following address: grupos@entradas.com

Depending on the organizer of each event, the use of the individual telephone sales service through the telephone 902 488 488, may include a charge for management costs for the sale of tickets, which will be up to € 1 (VAT included) per ticket and will be specified during the purchase process.

During the purchase process and always before it is completed, the User will be provided with all the information relating to the full final price, including taxes, and, where applicable, listing the amount of any increases or discounts that may apply to the offer and any additional costs to be charged to the User. The User shall be, responsible for providing their true and correct data, including their personal and banking details as required by the system.

The organisers of shows and/or events determine the conditions of the tickets and events to which these tickets give access to, and provide ENTRADAS.COM the tickets for sale to the public through different distribution channels, including the Sales Channels.

ENTRADAS.COM acts merely as an intermediary in the sale of tickets to shows and/or events organised by the organisers of these shows/events, and therefore, it does not exercise any control over the shows and/or events and the availability of tickets for them. Therefore, ENTRADAS shall not be responsible for the performance of the event, or any delay, suspension, cancellation, modification, withdrawal and or any other circumstance that may give rise to a claim related to the event of the organizer or venue such as, among others, visibility conditions, sound quality, accessibility etcetera. Any complaint about the organisation, suspension, modification, postponement and or cancellation of the event contracted shall be the responsibility of the organiser.
In the event the tickets must be customized or personalised due to the event promoter’s requirements or due to legal requirements, we will ask you to provide us with your data in this regard, we will always try to warn you before you buy your tickets. In this respect, ENTRADAS.com may make available to the User an online Check-in service to facilitate the previous and personalised registration of the attendants to the events. Such service will be governed by its specific conditions and Privacy Policy.


5. Content and services linked through the Website and/or the App

The Website and/or the APP may contain technical link devices, directories and even search tools that allow the User to access other websites and portals on the Internet (hereinafter, the "Linked Sites"). Under no circumstances can the existence of Linked Sites presuppose the formalisation of agreements between ENTRADAS.COM and the managers or owners thereof, as well as the recommendation or endorsement of the Linked Sites and/or their contents by ENTRADAS.COM. Unless otherwise expressly stated on the Website and/or the APP, ENTRADAS.COM does not know the contents and services of the Linked Sites and, therefore, is not responsible for the damage that their unlawfulness, quality, unavailability, error and futility may cause to the User or any third party However, ENTRADAS.COM shall strive to prevent these circumstances, as well as to suppress the inclusion of a Linked Site as soon as there is actual knowledge of these. In the event that the User considers that there is a Linked Site with unlawful or inappropriate content, they may notify ENTRADAS.COM but under no circumstances does this communication mean that ENTRDAS.COM has the obligation to remove the link, this is an issue that is left to its discretion.


6. Intellectual and industrial property

All the contents of the Website and/or APP, understanding these for merely informational purposes as the texts, photographs, graphics, images, icons, technology, software, links and other audiovisual and sound contents, as well as their graphic design and source codes are the intellectual property of ENTRADAS.COM or third parties, without it being understood that any of its operating rights recognised by legislation in force regarding its intellectual property have been transferred to the User.

The trademarks, trade names or distinctive signs published on the Website and/or the APP are owned by ENTRADAS.COM or third parties, and no right regarding them can be understood as transferred to the User.

ENTRADAS.COM does not represent the owners of the brands of the products it sells.


7. Ticket Sales terms and conditions

7.1. Main features of the shows and/or events
The main features and specific conditions for attendance at the shows and/or events offered by ENTRADAS.COM can be consulted through the Website on the description sheet where they are presented, as well as through the APP and the telephone sales service. The show/event may be broadcast “live” or by means of streaming platforms (real-time or deferred broadcasting) directly hired by the organiser as part of its responsibility for the organisation of the event.

7.2. Contract. Order of priority
The contractual relationship between the User and ENTRADAS.COM is governed by these General Conditions, as well as by any kind of special terms and conditions that may be published on the Website and/or the APP and specified in the purchase confirmation email, of which the Users will be informed prior to the purchase of the tickets. In the event of a conflict between the aforementioned documents, the discrepancy shall be resolved, where necessary, in accordance with the following order of precedence: (1) the special terms and conditions that may be published on the Website, the APP or the purchase confirmation email, (2) these General Terms and Conditions (hereinafter collectively, the "Agreement"). The foregoing, unless the General Conditions are more beneficial to the User than the special terms and conditions.The User will be able to formalise the Contract in Spanish, as well as in other languages if this option is available. In the event of discrepancies between the versions of the Contract in Spanish and other different language versions, the Spanish version shall prevail.

7.3. Access to Purchase and registration
You must be registered to purchase tickets through the Website.

Access as a new User:

• a. The User must complete the form, filling in, at least, the details marked as mandatory, and expressly accepting the privacy policy and consent of cookies. All data entered by the User must be accurate, up to date and truthful.


• b. The User will receive a registration confirmation email at the email address provided.


• c. The registered User shall be responsible at all times for the integrity of their password, assuming responsibility for any damages that may arise from its improper use, as well as of the transfer, revelation or loss of it. For these purposes, the access to restricted areas and/or the use of the services and contents of the Website and/or the APP under the password of a registered User shall be deemed to be carried out by said registered User, who will under all circumstances respond to such access and use.


• d. The User may modify and/or update the data provided during the registration process at any time. Once the User has accessed their user profile on the Website and/or the App, they may verify their history and/or the status of the tickets purchased, modify their registration personal details, as well as their access password and contact the customer service department of ENTRADAS.COM, among other actions.

Access as a Registered User: If the User is already a registered customer on ENTRADAS.COM they must be identified by their email and password to make ticket purchases.

Access by Quick Sign Up: There is the possibility of quick registration without providing a password, which allows the User to make their first ticket purchase rapidlly. In this case, the User must also provide the mandatory personal data and expressly accept the Privacy Policy and Cookies consent of entradas.com. Once registered, they will receive an e-mail confirming their registration and the link to download their tickets at the e-mail address provided. In the event that the User who has purchased their tickets through Quick Sign Up wishes to access them again from the entradas.com website, or make new purchases, he/she will be required to generate a password which, from that moment on, will be associated with his/her registration and will function as a Registered User for all the purposes indicated above.

7.4. Procedure to purchase tickets
In the ticket purchase process using our telephone service, an agent will guide you through the ticket purchase process. To ensure the quality of the service your call may be recorded.
In the case of purchase of more than ten (10) tickets, for those events for which the option of sale to groups is available, the sale shall be made through the telephone ticket sales service, by calling 902 488 488 at the time indicated in section 4 of these General Conditions, or by sending an e-mail to the following address: grupos@entradas.com
The purchase ticket process using the Website and/or the APP (for events that are available for sale in this channel) will be described below, depending on the type of tickets that the User wants to purchase (tickets for the cinema; football, basketball, Tours; all other events).
In order to avoid unfair or unauthorized practices in the purchase of tickets, the sale can be limited for each event to a maximum number per person, per credit card and any other limitations that will be communicated at the time of booking and verified in each operation. To these purposes and where applicable, ENTRADAS.COM reserves the right to cancel the tickets purchased that exceed this number without prior notice.
Likewise, the resale of tickets is prohibited when determined by the conditions set by the Promoter. In addition, no consideration nor economic compensation can be made using the ticket unless expressly authorized by ENTRADAS.COM and or the Promoter.
Ticket unauthorized resale, as well as any act aimed at such illegal sale, may be grounds for seizure or cancellation of the ticket without reimbursement or any other type of compensation.

a. Cinema tickets
1º.- The User must select the desired cinema, film, session (date and time), the desired format and version, the seats (except non-numbered sessions) and the type of price that applies to each of them.
2º.- Before confirming the purchase, the User must expressly accept the privacy policy and consent of cookies and these General Conditions.
3º.- The purchase will be confirmed on the screen. The purchase confirmation page can be used as a ticket by the User.
Additionally, the User will receive a purchase confirmation email in the email address they provided, which can be used as a ticket to access the selected event.
However, the User will also be able to download the tickets in their Smartphone Wallet, in accordance with the provisions set out in paragraph 7.5 of these General Conditions.

b. Basketball, football and Tours tickets
1º- The User must select the match, as well as the number of desired tickets. Subsequently, they will select the area-sector, and pre-selected tickets will appear as marked by the system. The user will be able to continue with the purchase if they agree with the automatic selection of the seats or select the seats manually before proceeding with the purchase.
2º.- Before confirming the purchase, the User must enter the requested detaols and expressly accept the privacy policy and consent of cookies, these General Conditions, as well as the General Purchase Conditions of the relevant club and the Access Regulations to the complex, when so required by the system.
3º.- The purchase will be confirmed on screen, providing the booking number from where the tickets can be downloaded in PDF format or in the telephone Wallet (the purchase confirmation page cannot be used as a ticket). Additionally, the User will receive an email with all the information about the match and the tickets purchased at the e-mail address provided.
4º.- In the case of Tours to the stadiums, the buying process will be similar except that it is not necessary to select any area/seat but only the number of desired tickets and the tariff. The tickets to the Tours do not have specific date, allowing access to the tour on the desired day. The club is the one who controls the days for access and capacity of the visits, so the user should consult with the club for the days of restricted access and maximum capacity.

c. Tickets for the rest of events not mentioned in the two previous points (theatre plays, concerts, museums, other sports and events)
1º- The User must select the city, date and/or time when they want to book the tickets for the show or event selected. The User must select the seat category that they want to book, the number of tickets they want to purchase and, in certain cases, the location of the seats, in which case they will be shown a seating plan to select the location of the seats. Once these details have been selected, the User will be able to continue with the purchase.
2º.-Before confirming the purchase, the User must introduce the details requested and expressly accept these General Conditions and privacy policy and consent of cookies.
3º.- The purchase will be confirmed on screen, providing the booking number from where the tickets can be downloaded in PDF format or in the telephone Wallet (the purchase confirmation page cannot be used as a ticket). Additionally, they will receive an email with all the information about the event and the tickets purchased at the e-mail address provided.

d. Tickets for events on streaming
For events on streaming (real-time or deferred broadcasting) the ticket purchase process will be as indicated in the preceding sections. ENTRADAS.COM will provide the User with an access code for the streaming platform assigned by the event organiser, which will allow the User to attend the event in this format. Furthermore, ENTRADAS.COM will send the User the ticket as purchase receipt in Printable digital ticket format.
ENTRADAS.COM, as intermediary in the sale of tickets, is responsible for providing the User with the sale of the ticket and delivery of an access code to the streaming platform assigned by the organiser. However, ENTRADAS.COM has no control over the shows and/or events and the availability of the tickets for these. Therefore, ENTRADAS.COM is not responsible for the access to the event, operation or performance of the streaming platform, sound quality or show visibility, assistance to users in matters related to access to the platform or development of the show and/or any other issue or circumstance related to the event or its organisation.

7.5. Confirmation of purchase and collection of tickets
If the purchase process is completed successfully, the purchase will be confirmed on screen,providing a booking number. The booking number uniquely identifies the purchase made by the User and is the way that the staff of ENTRADAS.COM can identify your purchase in the event there were any queries. Additionally, the User will receive a purchase confirmation email at the email address provided. Except in the case of cinema tickets, or otherwise indicated in the email or in these General Conditions, the purchase confirmation email may not be used as a ticket to access the event. Tickets can be downloaded from the confirmation screen and/or from the purchase confirmation email. The options available for the collection of the tickets will also be indicated for each event during the purchase process. These options may be one or more of the following:

• Collection of the tickets directly at the ticket desk of the venue where the event or show is held: in this case, it is essential that the User submit the information sent in the purchase confirmation email (booking or order number). The collection of the tickets at the box office may be made up to the day the show or event takes place and always during opening hours.


• Through direct printing of tickets: The User who purchases tickets can print their tickets directly in their own home in PDF format (Printable digital ticket). It is not necessary to generate the tickets in the case of cinema. It is sufficient to have the purchase confirmation that appears on screen, or the purchase confirmation email.


• By downloading the Digital Ticket to your mobile device, selecting this delivery method during the purchase process. In order to present it when attending the event, the User must have an iOS or Android device and Internet connection. The User may also save it in Passbook and Apple Wallet to be able to access it in the absence of an Internet connection.


• As a download on your smartphone Wallet: you can download the tickets on your mobile phone’s Wallet from the purchase confirmation screen or from the purchase confirmation email.


• By postal mail: Where permitted in the purchase process, the User may receive the tickets purchased at the postal address provided by the User. The User must ensure that he/she correctly indicates the delivery address and a contact telephone number or e-mail address. P.O. Boxes will not be valid as a delivery address for tickets.
  
  Deliveries will only be made within the Spanish national territory.
  Once the purchase has been made, we will do our best to deliver the tickets within a maximum of twelve (12) working days. In exceptional cases where, in order to avoid fraudulent use of the tickets, the Organiser sets a longer delivery period, the User will be duly informed by e-mail of the approximate date on which they will receive their tickets. Postal delivery will take place from Monday to Friday during the business hours of the Sociedad Estatal Correos y Telégrafos.
  ENTRADAS.COM will not assume any liability when the delivery of the tickets is not carried out as a result of inaccuracy or falsity of the data provided by the User for this purpose, as well as in the event that the delivery cannot be made due to the absence of the recipient.
  In the event of absence at the delivery address provided by the User, the conditions of service established by Sociedad Estatal Correos y Telégrafos shall apply.
  Where delivery could not be made for reasons attributable to the User, for example, because the User has not correctly provided his or her postal address, the User shall not be entitled to claim the amount paid for the cost of this service. In this case, the User may request ENTRADAS.COM Customer Service, always prior to the celebration of the EVENT, the delivery by e-mail of their tickets in "Digital Ticket" format under the same conditions described above for this mode. In this case, once ENTRADAS.COM Customer Service has sent the User their tickets in this format, ENTRADAS.COM will proceed to invalidate the tickets sent by post in order to prevent their fraudulent use. ENTRADAS.COM will not be liable for the impossibility of access of the User to the EVENT in case of failure to request the delivery of tickets in "Digital Ticket" format in the terms described herein.
  The cost of postal delivery will be 7.95 euros and will be communicated to the User during the purchase process, always before the purchase is made.



• ENTRADA.Pass: ENTRADAS.COM offers the possibility of acquiring an access authorization to certain events in the form of ENTRADA.Pass. This is a special form of use and administration of the admission authorization in digital format through an application (app) on a mobile device.
  
  When purchasing an ENTRADA.Pass, a paper ticket or other physical form is not delivered. An ENTRADA.Pass is stored in the User's ENTRADAS.COM account and transferred to the EVENTIM.App on the User's mobile device on which the EVENTIM.App is installed. The User can manage his/her ENTRADA.Passes from the App and use them to access the respective event. To do so, the User must have the mobile device at the time of admission and present the ENTRADA.Pass when requested by the access or venue management staff.
  
  The authorized ownership of the User for the use of ENTRADA.Passes can be verified at any time. If the Customer receives EVENTIM.App system notifications or emails requesting authentication they must go through the authentication procedure to continue using their ENTRADA.Passes. Otherwise, access to ENTRADA.Passes may be blocked until the verification process is successfully completed.
  
  For the use of admission authorizations in the form of ENTRADA.Pass, the User needs a compatible mobile device and must, if necessary, provide his/her cell phone number when making the purchase (together with any additional information, if necessary, depending on the instructions given on the respective order page in the web store or in the EVENTIM.App).

7.6. Payment Procedure
In general, the User may use Visa and Mastercard cards as a means of payment, as well as the electronic payment platforms Bizum, Paypal and Klarna. Users can also pay all or part of the price of their purchase with a valid gift card or valid promotional code issued by ENTRADAS.COM or by the organizer of the event. The user can consult the general conditions of the gift cards here. Notwithstanding the foregoing, gift cards, vouchers or promotional codes may be governed by specific conditions of which the User will be informed in each promotion.

Likewise, the Users who meet the requirements of the Spanish Ministry of Culture and Sports may use the prepaid “Bono Cultural Joven” card to purchase tickets for events included in the categories authorised by this Ministry, up to a maximum of 200 euros per year. Sporting events, bullfighting events and activities or experiences that are not of a cultural nature are excluded from the possibility of using the “Bono Cultural Joven”. It is not possible to combine this payment method with other means of payment. Users can consult the specific requirements and conditions of the “Bono Cultural Joven” on the website https://bonoculturajoven.gob.es/.

In any case, during the purchase process the User will be informed of the specific payment methods available for the event in question. The User must indicate the required data and select one of these available payment methods. The ticket purchase system uses a secure server and the latest encryption technology. Purchases may be subject to security checks. The transaction may be cancelled by ENTRADAS.COM if it does not pass the verification process. .


7.7. Price and additional costs
The price of each ticket is determined by each Event Organizer. Unless expressly stated otherwise, the prices shown during the purchase process include applicable taxes and are expressed in euros (€).

Unless expressly stated otherwise, these prices do not include shipping costs (if postal delivery is chosen), ticket cancellation insurance, the order fee, or any other additional services contracted by the User. All these items will be clearly and separately identified as an independent cost from the ticket price during the purchase process and, in any case, before the User confirms the purchase.

The Organizer may include additional service charges in the ticket price, which will always be determined by the Organizer and apply to the distribution of the tickets. In such cases, these service charges will be duly communicated to the User during the purchase process.

The service fee is a surcharge that ENTRADAS.COM may add to the total amount of each order placed through its own platforms to cover the costs of some of the services it provides to the User, including but not limited to the maintenance and development of our website and mobile applications, secure payment gateway, information, communication and marketing services, customer service, etc. The amount of the service fee is determined based on the total amount of the transaction and will generally range between €1.50 and €4.50 per order. In all cases, the exact amount of this fee will be clearly itemised and displayed to the User before confirming the purchase. Since the service fee is an independent charge from both the full ticket price (set by the Organizer) and the execution of the events, and is intended to compensate ENTRADAS.COM for services provided directly to the User regardless of whether the events ultimately take place, in the event of cancellation or modification of such events, ENTRADAS.COM reserves the right not to refund this fee.


7.8. Sending of invoices
As a mere intermediary in the sale of tickets, ENTRADAS.COM can only submit invoices for the costs of managing, sending of tickets and/or other additional services provided by ENTRADAS.COM, when so requested by the user using this form. In the case of events related to REAL MADRID events, you should contact to: atc.rm@entradas.com.
The User knows and expressly consents that ENTRADAS.COM will only send invoices to the email address that has been provided during the registration or purchase process. However, the user has the right and can request that the invoices are issued on paper at any time, for which they should send their request using the help form (https://www.entradas.com/en/contact-form/?lang=en_en). However, in the event that ENTRADAS.COM has previously obtained the express consent of the User for the electronic issuance of invoices, ENTRADAS.COM will only send the invoices to the e-mail address provided for this purpose. For REAL MADRID CF events the contact is: atencionalcliente@entradas.com.
The user can directly make a request to the promoter of the event or the insurer, where appropriate, for invoices for purchase of tickets or contracting of insurance. In the event that the User needs some help from ENTRADAS.COM in such management, they must submit their request using this help form. In the case of events related to REAL MADRID events, you should contact to: atc.rm@entradas.com.


8. Right of withdrawal on the purchase of tickets
The User must ensure, prior to the purchase, the accuracy and appropriateness of the details that have been entered, since it is not possible to return the tickets once the purchase is made. Not being able to attend the show or making a mistake when purchasing the tickets are not reasons that permit their return.
Tickets can only be cancelled due to technical or operational issues, attributable to ENTRADAS.COM.
In this sense, the User may not exercise the right of withdrawal or termination provided in consumers and users regulations, since such right is excluded for services related to entertainment or leisure activities, in accordance with the provisions of Article 103.I) of the consolidated text of the Spanish General Law for the Protection of Consumers and Users and other complementary laws, approved by Spanish Royal Legislative Decree 1/2007, of 16 November.
In the case of cinema tickets, only for those cinemas that have this active service, it is possible to cancel the purchase and receive a voucher for the value paid if the cancellation takes place more than 60 minutes before the start of the event. If the cinema has this service active, this will be indicated on the purchase confirmation.


9. Cancellation insurance
The User will be able to contract cancellation insurance for those shows and/or events that have this service available. The conditions of the cancellation insurance can be consulted here. The User is solely responsible for carefully reading the conditions of the cancellation insurance and the covers that appear in the link, in order to decide if he/she deems them appropriate for his/her interests or needs. Taking out the insurance by selecting the box for this during the purchase process implies the acceptance by the User of the conditions. The final price of such insurance shall be specifically indicated before contracting it.

By contracting the Cancellation Insurance, the user assures that, in case of not being able to attend the event for any of the causes covered (such as, for example, for health or labour reasons) will be refunded the amount of the purchase made, including associated costs, such as, for example, management costs.

ENTRADAS.COM is a mere intermediary in the contracting of insurance. The insurance policy is agreed between the User and the insurance company. Any claim or query about the insurance contracted should be addressed to the insurance company.


10. Change of date of tickets
The Exchange Service allows Users to change the date of the tickets bought if they cannot attend the event, provided the conditions and procedure indicated in this section and also, if appropriate, the specific conditions in each promotion, are met.
As an exception to the above, this section related to “Change of date of tickets” (Exchange Service) shall NOT apply to SPORTS events, FILM tickets or events consisting of a single session such as festivals or music concerts.
If for any reason the User needs to change the date of his/her tickets, he/she can check this page
(https://eventos.entradas.com/eventos-servicio-de-cambio/) to see if the event for which he/she purchased the ticket offers our Exchange Service.


If it does, make a new purchase for the same event for the date you want and wait until you receive the cancellation and refund of the original purchase. Before making the new purchase, please, take into account the essential requirements that must be met for the cancellation of the original purchase to be possible, as follows:

The event must be included in the list of events offering the exchange service option, in the link above.

The new purchase must be made with the same email address as the one used for the previous purchase and at least three (3) calendar days prior to the date of the event for which the tickets were originally bought.

The new purchase must always be for the same number of seats and in a category of the same o higher price irrespective of the variation in the price related to the different categories.

The original purchase must have been made on the web page of entradas.com or through the telephone service.

You must also take into account that:

Depending on the Organiser of each event, using this service may entail a charge as purchasing handling fee, which will be indicated during the purchasing process and, in any case, before the end of the process.

If the previous purchase, new purchase, or both, are for a PRM (Person with Reduced Mobility) send an email to serviciodecambio@entradas.com and we will inform you if it is possible or not to exchange the ticket.

No discounts will be applied to the new tickets if the show offers no discounts, even if the original tickets had been purchased with a discount.

The Exchange Service does not apply to tickets acquired in raffles, contests, competitions, etc.

Other restrictions may apply and will be communicated to the user for the event(s) to which they apply. The exchange policy may change or be revoked without notice.

The user can also consult the terms and conditions of the exchange service here: https://eventos.entradas.com/servicio-de-cambio/


11. Cancellation of events
ENTRADAS.COM acts solely as an intermediary in the sale of tickets and does not participate in the organization of events; therefore, it has no control over the suspension, cancellation, and/or postponement of such events (“cancellation”), which is the sole responsibility of the Organizer.

Once ENTRADAS.COM receives the corresponding instructions from the Organizer, it will inform Users of the event’s cancellation and will communicate the procedure and alternatives offered by the Organizer. This communication will normally be carried out by email, by posting on this website, or by any other appropriate means depending on the circumstances.

ENTRADAS.COM is not responsible for the refund, cancellation, relocation policies, announcements, or procedures established by the Organizer, nor for the reimbursement of the ticket price or any alternatives to reimbursement offered by the Organizer, which shall be the Organizer’s exclusive responsibility, even if communicated by ENTRADAS.COM. Notwithstanding the above, ENTRADAS.COM may assist in managing refunds only for tickets for which it has directly collected the funds and only when the Organizer has previously made the necessary funds available for it.


12. Fan Bonus
The "FanBonus" section does NOT apply to SPORTS events and MOVIE tickets. ENTRADAS.COM may provide Users with special Fan Bonus discounts for all ticket purchases made via the Website during the calendar year.
The terms and conditions for the Participation in the Fan Bonus can be consulted here.


13. Complaints, claims and requests for information
The User can direct their complaints, claims or requests for information to the Customer Service Department of ENTRADAS.COM, using any of the following ways:

• By sending a written notice to the Customer Service ENTRADAS.COM, 8 C/ Serrano Anguita, 2º Piso. C.P. 28004, Madrid (Spain).
• By sending a request using the help form help.

You will also find FAQs for consultation in the following Customer Help section: https://www.entradas.com/faq/en_en/
ENTRADAS.COM will respond to the complaints received in the shortest possible time and in any event within a maximum period of one month from the filing of the claim.
ENTRADAS.COM has official claim forms, which the User can request from the Customer Service Department of ENTRADAS.COM or download from the official website of the Spanish Consumers and Users' Organization.


14. Nullity and ineffectiveness of the clauses.
If any clause included in these General Conditions were to be declared partially or totally void or ineffective, this will affect only the clause involved or the part that is void or ineffective, with these General Conditions remaining in force everything else, with such provision in whole or in part being considered as not included.


15. Modification of the General Conditions and other contents
The General Conditions shall be made available to the User on the Website and/or the APP. ENTRADAS.COM reserves the right to amend these General Conditions at any time by notifying Users through the publication of the updated/amended General Conditions on the Web Site and/or the APP.
In addition, ENTRADAS.COM reserves the right to amend the presentation, configuration and location of the Website at any time, as well as the contents and conditions required to use them.


16. Prevalence of the Spanish version
In case of discrepancies between the General Conditions in Spanish and their English version or those of other versions in a different language, the Spanish version will prevail.


17. Applicable legislation
These General Conditions are governed by and construed in accordance with Spanish legislation. Among others, by Royal Legislative Decree 1/2007 of the General Law for the Protection of Consumers and Users, and Law 34/2002 on Information Society Services and electronic commerce.


18. Competent jurisdiction
ENTRADAS.COM is a member of Confianza Online (non-profit association), registered in the Spanish Register of Associations Group 1, Section 1, national number 594400, VAT number G85804011, Calle de Velázquez 126, 4º-I, 28006, Madrid (España). For more information: www.confianzaonline.es In compliance with the provisions of the Spanish Alternative Dispute Resolution legislation, we inform consumers that, as a member and under the terms of the Confianza Online Code of Conduct, users may turn to Confianza Online for the alternative resolution of possible disputes (https://www.confianzaonline.es/como-reclamar/formulario-de-reclamaciones). If these complaints concern electronic transactions with consumers, or data protection when related to this area, the complaints will be resolved by the Confianza Online Mediation Committee, certified by Spanish authorities for the alternative resolution of consumer disputes. If the complaints concern digital advertising, or data protection related to this area, they shall be submitted to the will be sent to "AUTOCONTROL" the independent self-regulatory body of the advertising industry in Spain. Without prejudice to the foregoing, in the event that an out-of-court settlement of disputes arising from or relating to the use of the website or these General Terms and Conditions is not possible, the parties shall submit to the exclusive jurisdiction of the courts and tribunals of Madrid. However, consumers may file their claims in the city where they are domiciled in accordance with the Spanish law.

We also remind you that you can access the online dispute resolution platform of the European Union by following this link: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show

Last update: March, 2026