General Conditions (Version November 2020)
1.1 We sell tickets and associated products and/or services on behalf of artists, agents, producers, promoters, record labels, teams and venues. We refer to these parties who organise or provide the event and/or from whom we obtain tickets and/or associated products or services to sell to you as our "Event Partner".
1.2 We, as ticketing service providers, sell Tickets exclusively according to the indications, methods and timing indicated by the Event Partners. The amount of Tickets available varies depending on the Event. Tickets are usually sold through numerous outlets, including the online channel, call center and, in some cases, box offices. All points of sale have access to the same centralized ticketing system, so Tickets for popular events among the public could be sold out quickly. Sometimes, it is possible that the Event Partner will make additional quantities of Tickets available for sale, once those initially provided have been completed, but this decision rests solely with the Event Partner and we have no control and decision-making power in this sense, since the quantity and type of Tickets available depend exclusively on the choices of the Event Partner.
1.3 For some events, Event Partners allocate Platinum Tickets for sale by us. Platinum Tickets are in-demand tickets sold at market driven prices, which are usually higher than their standard market value. Platinum Tickets do not include any additional benefits such as merchandise.
1.4 For some events, tickets may be sold as part of a "Package" (where a ticket for an event is sold together with concessions, merchandise or other valuable benefits such as exclusive seating arrangements, accommodation, transport, dining or merchandise as an inclusive package at an inclusive price) or with an "Upsell" (where, in addition and separately to a ticket, a customer is given an opportunity to purchase car parking, merchandise, travel, etc).
1.5 In this Purchase Policy, we refer to any products and/or services offered for sale by us (such as tickets, Platinum Tickets, Packages and Upsells) as "Items". Any reference to a ticket includes (where relevant) a Platinum Ticket.
1.6 To purchase Item(s) from us, you must be 18 or over and have a valid credit/debit card issued in your name.
1.7 Our Purchase Policy does not apply to any purchases made via Groupon. If you have any queries or complaints regarding you purchase of tickets from Groupon, please contact them directly. We act as Groupon's fulfilment partner and are not responsible for any ticket arrangements, save for delivery of tickets to you.
1.8 Seating charts reflect the general layout for the venue at this time. For some events, the layout and specific seat locations may vary without notice.
2.1 Any purchase of an Item from us is subject to: (i) this Purchase Policy; (ii) any special terms and conditions which may be displayed on our website and which shall be read and expressly accepted by you; and (iii) the terms and conditions of the Event Partner(s), which shall be communicated to you and which shall be read and expressly accepted by you before sending your purchase order. Venue terms and conditions may also be available at the venue.
2.2 Each order of an Item on www.ticketmaster.it implies entering into a purchase agreement in Italian. By clicking the “Purchase now” (“Acquista Ora”) button, you will submit a binding order of the Items contained in your cart. Once you have submitted your order, we will send you an order confirmation email. The purchase agreement has to be considered entered into once you receive the order confirmation by email, which shall contain (also by a specific link) a copy of this purchase policy and the main information relating to the Item purchased. Should you not receive the order confirmation email, the relevant order shall be considered as rejected and ineffective. The order confirmation email, which links to these purchase policies, confirms the purchase agreement was entered into.
2.3 You agree not to obtain or attempt to obtain any Items through unauthorised use of any robot, spider or other automated device or any other illegal or unauthorised activity. We reserve the right to cancel any transaction which we reasonably suspect to have been made in breach of these provisions without any notice to you and any and all Items purchased as part of such transaction will be void.
2.4 We reserve the right to cancel bookings which we reasonably suspect to have been made fraudulently.
3. PRICES AND FEES
3.1 Purchases from us may be subject to a per Item service charge and a non-refundable per order delivery fee. Such fees shall be displayed on the purchase landing page of the website.
3.2 The price of Platinum Tickets may vary as it is demand-driven at the time of purchase. You pay the price displayed on our website at the time you make your purchase but the price of similar Platinum Tickets may increase or decrease after you have made your purchase. You will not be entitled to a refund if the price of similar Platinum Tickets subsequently falls.
3.3 Whilst we try to ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of any Item you have ordered, we will inform you as soon as possible and give you the option of reconfirming your order at the correct price (and credit or debit your account as applicable by using the same payment method used by you) or cancelling your order. If we are unable to contact you within 3 (three) days from the moment we discovered the error, you agree that we may treat the order as cancelled and we will send you a written confirmation. If you choose to cancel after you have already paid the incorrect price, you will receive a full refund from us using the same payment method you used while purchasing the Item.
4.1. We inform you that, as the purchase agreement concerns the supply of services relating to leisure which the Event Partner undertakes to supply on a certain date, according to art. 59, paragraph 1, lett. n) of the Consumer Code you are not entitled to withdraw from your purchase agreement according to art. 52 of the same Consumer Code. You are not entitled to withdraw from your purchase agreement of tickets, Platinum Tickets and Packages. Cancellation right shall be also excluded with reference to “Excluded Upsells”, i.e. Upsells which consist in trips, accomodation, catering, transports or leisure activities. You can see the list of Excluded Upsells in the following cancellation policy .
4.2. Information on the right to cancellation according to art. 49, paragraph 1, lett. (h) of the Consumer Code
4.2.1. Exclusions according to art. 59 of the Consumer Code
You are not entitled to cancel your contract for the purchase of the following items:
(a) a ticket (including any platinum ticket);
(b) a package;
(c) any "Excluded Upsell" being any product and/or service purchased separately from and in addition to a ticket, which includes:
(i) any travel, catering, accommodation, transport or services relating to leisure activities, to be provided on a specified date or during a specified period;
(ii) any goods that are made to your specifications or are clearly personalised;
(iii) any sealed audio or sealed video recordings or sealed computer software, if such goods become unsealed after delivery;
(iv) any alcoholic beverages where: (i) the price has been agreed at the time of the conclusion of the contract; (ii) delivery of them can only take place after 30 days; and (iii) their value is dependent on fluctuations in the market which cannot be controlled by the relevant Event Partner;
(v) any goods which are liable to deteriorate or expire rapidly; and/or
(vi) any goods which become mixed inseparably (according to their nature) with other items after delivery.
(d) Any digital content download during the 14 days immediately before its release date or at any time on or after the release date.
4.2.2. Cancellation right
You have the right to cancel your contract for purchase of the following products or services, without giving any reason:
(a) any product purchased separately from and in addition to a ticket (other than any Excluded Upsell), within 14 days of the date of delivery of such product to you, being agreed that you will not have any cancellation right with reference to the associated ticket;
(b) a gift card, within 14 days of the date of delivery of the gift card to you;
(c) digital download purchased more than 14 days before its release date, within 14 days of the date of purchase. If you have purchased any digital download as an Upsell, you may cancel your transaction within 14 days of the day of purchase, unless you have purchased such digital download during the 14 days immediately before the date of its release or at any time on or after the release date, in which case you will have agreed for the digital download to be provided to you before the expiry of the cancellation period and will have acknowledged that your right to cancel will be lost according to art. 59, paragraph 1, lett. a) of the Consumer Code.
4.2.3. Exercise of the cancellation right
To exercise the right to cancel the order, you must inform us of your decision to cancel your purchase by a clear statement (e.g. a letter, fax, email sent by post to Ticketmaster S.r.l., via Pietrasanta n. 12 20141 Milan). You may use (although it is not mandatory to use it) the model cancellation form which can be downloaded here and indicated under point 4.2.6. below. If you decide not to use the model cancellation form, you should send a clear and explicit communication of your will to cancel your purchase order.
4.2.4. Effects of Cancellation
(a) If you cancel your purchase, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
(b) We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
(c) You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
(d) Subject to (f), we will make the reimbursement without undue delay, and not later than-
(i) 14 days after the day we receive or the relevant Event Partner receives back from you any goods supplied, or
(ii) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
(iii) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel your purchase.
(e) Subject to (f), we will make the reimbursement using the same means of payment as you used for the initial transaction. In case you paid by bank transfer, we will make the reimbursement using the bank account used for the payment. In case you used Paypal or credit card, the reimbursement shall be made on the Paypal account or on the credit card. In case of cash-on-delivery payments, the reimburse shall be made, alternatively, on the bank account you will communicate or through a reimburse on your account, except in case you have expressly agreed a different solution; in any event, you will not incur any fees as a result of the reimbursement.
(f) By purchasing a Gift Card you have agreed to the Ticketmaster Gift Card Terms and Conditions. In the case of refunds for Gift Cards, the refund will be issued to you by cheque unless we have expressly agreed otherwise. Please ensure you have provided the correct address details for us to post the cheque to.
(a) If you have received the product before your request for cancellation of the purchase of such product, you shall send back such product without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation to us, as follows:
(i) if the product has been provided to you by our Event Partner, you shall send the product to the relevant Event Partner, to such address as notified by us to you or as displayed on our website; or
(ii) if the product (such as a gift card) has been provided to you by us, you shall send the product to us at Ticketmaster Italia S.r.l. via Pietrasanta n. 13 20141 Milan.
(b) You will have to bear the costs of returning the product (unless otherwise stated by the relevant Event Partner).
4.2.6. Standard cancellation form: in case you decide to withdraw from your purchase agreement by using the cancellation form that can be downloaded here you should fill it and to send it to Ticketmaster Italia S.r.l. via Pietrasanta n. 14 20141 Milan. You are free to exercise your cancellation right by means of any other explicit communication. As an alternative to the model cancellation form, you can use the following standard wording
“According to this communication I/us (*) notify my/our (*) withdrawal from the agreement referred to the purchase of the following goods/services (*)
- ordered on (*) / received on (*)
- name of the purchaser(s)
- address pf the purchaser(s)
(*) delete the unnecessary wording.
5.1 We aim to dispatch tickets as soon as possible. We are not able to specify the exact dates of dispatch, as the arrangements for dispatch depend on when we are in possession of the ticket stock used for a particular event. For some events, we receive ticket stock from our Event Partners close to the event date.
5.2 Please allow as much time as possible for your tickets to arrive. If your tickets have not arrived five days before the event (or, if you are travelling, five days before you leave on your journey), please contact us. Please include your reference number and the name and postcode the booking is made under.
5.3 We post tickets to the billing address communicated while sending your order.
5.4 We reserve the right to make tickets available for collection by you at the venue box office. We will notify you by telephone or email of the arrangements for collection (using the details provided by you at the time of ordering) if this becomes necessary. You may be required to provide your booking confirmation email and your photo ID to collect tickets.
5.5 In case you have bought a Package or Upsells (i.e. goods and services provided for by third parties) you can refer to Ticketmaster Italia S.r.l. in order to enforce the rights provided for the by the Consumer Code, to the extent applicable to Ticketmaster Italia S.r.l. Notwithstanding the assistance due by Ticketmaster Italia S.r.l. according to the applicable legislation, statutory warranties and remedies might concretely be provided for by Package or Upsells manufactures and suppliers.
6.1 Any ticket you purchase from us is subject to the terms of the Event Partner and is a personal revocable license which may be withdrawn at any time, if permitted by applicable law. If this occurs, you will be refunded the sale price of the ticket which has been withdrawn or for which access was refused.
6.2 Policies set by our Event Partners, may prohibit us from issuing replacement tickets for any lost, stolen, damaged or destroyed tickets cause by you or stolen from you. For example for non-seated events, allowing a possibility of both the original and replacement tickets being used, may compromise the licensed capacity of the venue.
6.3 When you receive your tickets, please keep them in a safe place. We will not be responsible for any tickets that are lost or stolen. Please note that direct sunlight or heat can sometimes damage tickets.
6.4 It is your responsibility to check your tickets; mistakes caused by your negligence cannot always be rectified.
6.5 You have a right only to a seat of a value corresponding to that stated on your ticket. We, the venue or Event Partner reserve the right to provide alternative seats (whether before or during the event) to those initially allocated to you or specified on the tickets.
6.6 When purchasing tickets from us, you are limited to a specified number of tickets for each event. This number is included on the first purchase page and is verified with every transaction. This policy is in effect to discourage unfair ticket buying practices. Tickets may be restricted to a maximum number per person, per credit card and, for some events, a restriction may apply per household. We reserve the right to cancel tickets purchased in excess of this number without prior notice.
6.7 Tickets may be sold subject to certain restrictions on entry or use, such as restricted, obstructed or side view or a minimum age for entry. Any such restriction shall be displayed on our website or otherwise notified to you before you book the tickets. It is your responsibility to ensure that you read all notifications displayed on our website.
6.8 You may not resell or transfer your tickets if prohibited by law. In addition, Event Partners may prohibit the resale or transfer of tickets for some events. Any resale or transfer (or attempted resale or transfer) of a ticket in breach of the applicable law or any restrictions imposed by the Event Partner is grounds for seizure or cancellation of that ticket without refund or other compensation.
6.9 You may not combine a Ticket with any hospitality, travel or accommodation service and/or any other merchandise, product or service to create a package, unless formal written permission is given by us and the Event Partner.
6.10 A ticket shall not be used for advertising, promotions, contests or sweepstakes, unless formal written permission is given by the Event Partner, provided that even if such consent is obtained, use of our trade marks and other intellectual property is subject to our prior consent.
NOMINATIVE EVENTS ON THE BASIS OF THE MEASURE OF 27/06/2019 (BATTELLI LAW)
6.11 The new legislation requires that for some events, such as concerts with over 5000 spectators, a name is provided for each ticket issued and the subsequent control of the ticket holder at the entrance of the event. Therefore, it is mandatory to enter the name of each spectator when purchasing the ticket. The names are shown on the tickets and must correspond to the identity document to be presented at the entrance of the event.
6.12 The legislation also provides for the possibility of changing the name or reselling the ticket; these services can be requested within the My Orders section of your Ticketmaster.it Account.
6.13 The change of name indicated on the ticket is allowed, at a cost of € 3.00 for each ticket (any different costs will be indicated during the event purchase process).
6.14 The change request can be made by the user who made the purchase or by the holder of the single ticket. To carry out the procedure, each applicant must have an account on Ticketmaster.it.
6.15 You can request the name change service only within the time limits established in agreement with the Partner of the event. The times that this service is available may also vary based on the type of ticket you have purchased (traditional ticket, digital paper ticket, electronic digital ticket) and according to the shipping method requested (home delivery, pick-up at the venue, e-mail).
6.16 The timing and any specific conditions relating to each event is indicated during the purchase process and can be consulted in the dedicated section of our FAQ .
6.17 In case of traditional tickets sent to your home, in order to complete the name change request, you must send the original ticket in the times and ways indicated for each event during the request procedure. If you do not respect these conditions, it is not possible to change the name and the cost of the activated service cannot be refunded. The shipment of tickets to our offices is mandatory and it is your responsibility and at your expense, as well as any other expense of shipping tickets.
6.18 The law also provides for the possibility of reselling the ticket, without surcharges.
6.19 The resale request can be made by the user who made the purchase or by the holder of the single ticket. To carry out the procedure, each applicant must have an account on Ticketmaster.it.
6.20 The resale will only be successful if and when a new buyer purchases your ticket. In this case, the face price will be refunded, including the presale, net of the cost for the provision of the resale service, equal to € 6.00 for each ticket (any different costs will be indicated during the event purchase process); in no case will the service and shipping fees incurred at the time of purchase be refunded.
6.21 In the event that your ticket has not found a buyer, the same will be made available to you in pdf format or with pick up at venue of the event. In no case will the ticket possibly not resold within the deadline will be sent back to your home.
6.22 You can request the resale service only within the time limits established in agreement with the Partner of the event. The times that this service is available may also vary based on the type of ticket you have purchased (traditional ticket, digital paper ticket, electronic digital ticket) and according to the shipping method requested (home delivery, pick-up at venue, e-mail).
6.23 The timing and any specific conditions relating to each event is indicated during the purchase and can be consulted in the dedicated section of our FAQ.
6.24 In the case of traditional tickets sent to your home, to allow us to put it back on sale you must send the original ticket in the times and ways indicated for each event during the request procedure. The shipment of tickets to our offices is mandatory and it is your responsibility and at your expense, as well as any other expense of shipping tickets.
6.25 Tickets cannot be resold by professionals in the context of a commercial activity, even if not organized as a business, without the express consent of the Partner of the event.
6.26 It is not allowed to resell tickets purchased using 18App or Carta del Docente.
6.27 In order to allow also the ticket holder to make requests for name changes and/or resale, the buyer of a ticket can transfer tickets from their account to other customer accounts on Ticketmaster.it through the Ticket Transfer service.
6.28 The recipient of the transfer must have his own account on Ticketmaster.it.
6.29 The tickets for which you request the transfer to another account will be suspended from the availability of your order in your account and will become available only in the account of the recipient user.
6.30 Please note that once the transfer has been made it will not be possible to cancel the operation.
6.31 If you transfer a ticket to another account, to allow the name change or resale by the holder, keep in mind that any refund (e.g. for successful resale or for canceled event) will still be made on the credit card used to purchase that ticket. It will not be possible to make any refund to the user who receives the ticket on their account through the transfer but who has not made the purchase. For further information please consult the dedicated FAQ.
7.1 It is your responsibility to ascertain whether an event has been cancelled and the date and time of any rearranged event. If an event is cancelled or rescheduled, we will use reasonable endeavours to notify you of the cancellation once we have received the relevant authorisation from the Event Partner. We do not guarantee that you will be informed of such cancellation before the date of the event.
7.2 Please note that advertised start times of events are subject to change.
7.3 Tickets are sold subject to the Event Partner's right to alter or vary the program due to events or circumstances beyond its reasonable control; in case such changes determine your impossibility to attend the event you will be entitled to claim for a reimbursement according to following clause 8.
8.1 Events may sometimes be canceled, postponed or subject to substantial changes by the Event Partner.
8.2 Cancellation: if an Event is permanently canceled, you are entitled to a refund from the Event Partner which consists of the purchase price of your Ticket net of our Service Fees and also, if so decided by the Event Partner according to his or her sole discretion, may be net of the presale value indicated during the purchase process and on the Ticket. Where the Event lasts more than one day and is only partially canceled, you are entitled to obtain from the Event Partner a partial refund corresponding to the portion of the Event subject to cancellation, always following the calculation described above. Consequently, we inform you that Ticketmaster will have no liability under these circumstances.
8.3 Rescheduling: Unless indicated otherwise in relation to a particular event (and in such case specific terms and conditions will be displayed on our website on the page before your purchase order), if an event is rescheduled, you will be offered seats at any rescheduled event (subject to availability) of a value corresponding with your original tickets. If you are unable to attend the rescheduled event, you will be offered a refund of the sale price of your ticket(s). You must inform us within 24 hours if you are unable to attend the rescheduled event, otherwise we may reconfirm your booking for the rescheduled date and you will not be entitled to claim a refund.
8.4 Material alteration: If an event is materially altered, you will be offered an option to either reconfirm your order for the altered event or to claim a refund of the sale price of your ticket(s), within such time as specified by us. Failure to inform us of your decision in the given time may result in your order being reconfirmed for the altered event and you will not be entitled to claim a refund. A 'material alteration' is a change which, in our and the Event Partner's reasonable opinion, makes the Event materially different to the Event that purchasers of tickets, taken generally, could reasonably expect. The use of understudies in theatre performances and/or any changes of: (i) any supporting act; (ii) members of a band; and/or (iii) the line-up of any multi-performer event (such as a festival) shall not be a material alteration.
8.5. In case of withdrawal, you will be entitled to receive a refund according to the terms and condition indicated in previous art. 4 and in following art. 8.6.
8.6. We will make the reimbursement by using your bank account or using the same means of payment as you used for the initial transaction. In case you paid by bank transfer, we will make the reimbursement using the bank account used for the payment. In case you used paypal or credit card, the reimbursement shall be made on the Paypal account or on the credit card. In case of cash-on-delivery payments, the reimburse shall be made, alternatively, on the bank account you will communicate or through a reimburse on your account, except in case you have expressly agreed a different solution; anyway, you will not pay and extra amount as a consequence of the exercise of our cancellation right. If a Gift Card was used to pay the order, we’ll credit the amount on your account.
8.7 To claim your refund, please apply in writing to: Ticketmaster Italia S.r.l., via Pietrasanta n. 13 20141 Milan You must enclose your unused tickets and comply with any other reasonable instructions from us. For accounting purposes your unused tickets must be received within 28 days from the date of the cancelled event.
8.8 If you have purchased from us any Item associated with an event which has been cancelled, rescheduled or materially altered (such as car parking or travel) and a refund of a ticket is due to you in accordance with this clause 8, we will also refund you the purchase price of such Item purchased from us.
8.9. Save for cases expressly provided for by this purchase policy or provided for by the applicable legislation, tickets cannot be changed or reimbursed after purchase.
9.1. Purchases made on our website are subject to the provisions of the Consumer Code on defects and nonconformity applicable to the products and services ordered from time to time. You will be entitled to exercise all the rights provided for by art. 130 of the Consumer Code and such rights shall be enforced within the terms provided for by art. 132 of the Consumer Code.
9.2 Personal arrangements including travel, accommodation or hospitality relating to the Event which have been arranged by you are at your own risk. Neither we nor the Event Partner(s) shall be liable to you for any loss of enjoyment or wasted expenditure.
9.2 Our and the Event Partner(s)' liability to you in connection with the event and the Item you have purchased shall be regulated by applicable law (in particular by the Consumer Code) and by this purchase policy and shall not extend to beyond such provisions. In particular, neither we nor the Event Partners shall be liable for facts or adverse events caused by you or by facts for which, under contract or at law, we may not be held liable.
9.4 Nothing in this Purchase Policy seeks to exclude or limit our or the Event Partner(s)' liability for death or personal injury caused by our or the Event Partner(s)' (as relevant) negligence, fraud or other type of liability which cannot by law be excluded or limited.
10. ADMISSION AND ATTENDANCE
10.1 The venue reserves the right to refuse admission should patrons breach any terms and conditions of the event or Event Partner. The venue may on occasions have to conduct security searches to ensure the safety of the patrons.
10.2 Every effort to admit latecomers will be made at a suitable break in the event, but admission cannot always be guaranteed.
10.3 There will be no pass- outs or re-admissions of any kind.
10.4 The unauthorised use of photographic and recording equipment is prohibited. Any photos, videos and/or recordings may be destroyed or deleted. Laser pens, mobile phones, dogs (except guide dogs) and a patron's own food and drink may also be prohibited (please check with the venue).
10.5 You and other ticket holders consent to filming and sound recording as members of the audience.
10.6 Prolonged exposure to noise may damage your hearing.
10.7 Special effects which may include, without limitation, sound, audio visual, pyrotechnic effects or lighting effects may be featured at an event.
11. QUERIES AND COMPLAINTS
11.1 If you have any queries or complaints regarding your purchase, contact us at Ticketmaster Italia S.r.l., via Pietrasanta n. 14 20141 Milan, quoting your order number given to you at the conclusion of placing the order.
11.2 Because we sell Items on behalf of Event Partners, we may need to contact them for more information before responding to your complaint. Some complaints can take up to 28 days to resolve, but we will get back to you as soon as possible.
11.3 If any dispute arises, we shall use our reasonable endeavours to consult or negotiate in good faith, and attempt to reach a just and equitable settlement satisfactory to you, us and the Event Partner.
12. GOVERNING LAW
12.1 This purchase policy and the purchase agreements are governed by, and construed in accordance with, the laws of the Republic of Italy (in particular by Legislative Decree No. 206 of 06/09/2005 –clauses from 46 to 67 – and by Legislative Decree No. 70 of 09/04/2003 on e-commerce) and shall be interpreted accordingly.
12.2 Any dispute arising from, and in connection with, this purchase policy or from a purchase agreement shall be submitted to an alternative dispute resolution proceedings consistently with articles 141 and ss. of the Consumer Code. In case you activate such proceedings, we assure our participation to a negotiation meeting you can activate before RisolviOnline, an independent service supplied by Arbitral Chamber of the Camera di Commercio of Milan.
Digital Services Act
The monthly average of active service recipients, according to the Digital Services Act, is 27,164,043. Last updated 17 August 2023.
To consult the previous version of our Terms and Conditions of Sale, access the following link:March 2020 version