Terms of Service
GENERAL CONDITIONS
The objective of Sundance Events, SLU, hereinafter (Sundance Events) registered in Spain, with tax identification number B22991970, with address at Calle Guimar 19, Bajo, Santa Lucía de Tirajana, 35110, Las Palmas, Spain, is to offer quality events where we showcase artists from all fields belonging to the LGBTQI+ collective to give visibility and promote normalization, claim and fight for our rights through them. These General Purchase Conditions have been designed to ensure that the purchase process on eurovisionpride.eu, the “Eurovision Pride” App or official points of sale is satisfactory and understandable for you. These General Purchase Conditions also incorporate our Website Terms of Use, to which we refer. These will always be available to you on eurovisionpride.eu and the “Eurovision Pride” App, file or print. We address queries related to the General Purchase Conditions and the Terms of Use of this website and app in the forms we provide and/or through the email info@eurovisionpride.eu.
Through its website eurovisionpride.eu or the Eurovision Pride App, Sundance Events offers you an advance ticket sales service, facilitating the public and users to purchase tickets, managing their distribution on behalf and for the account of the promoter.
Likewise, in this section you will find all the necessary information about the procedures that the user must follow to buy a ticket to an event or show, the terms and conditions, return policy, etc.
For all matters related to the management of the user's personal data, please visit our Privacy Policy.
The use of the website or App attributes the condition of user and implies acceptance of the provisions included in these General Purchase Conditions and Terms of Use in the version published by Sundance Events at the very moment the user accesses the website or App.
The user declares that they have the necessary legal capacity to act and contract on the website and App in accordance with the conditions detailed below, which they declare to understand and accept.
The user is responsible for correctly providing their data in the purchase processes established on the eurovisionpride.eu website or App, paying special attention to the entry of banking and personal data.
Sundance Events, in accordance with its privacy policy, undertakes, in the use of the data included in the file, to respect its confidentiality and to use them in accordance with the purpose of the file, as well as to comply with its obligation to store them and adopt all measures to prevent alteration, loss, treatment or unauthorized access in accordance with the provisions of current legislation regarding the protection of personal data. The sending and transmission of data carried out by the user through the eurovisionpride.eu website, “Eurovision Pride” App or official points of sale or the information that they send, is protected by the most modern electronic security techniques on the network. Likewise, the data supplied and stored in our databases are also protected by security systems that prevent unauthorized third parties from accessing them. Sundance Events makes its best efforts to have the most updated systems for the effectiveness of these security systems.
01. GENERAL
1.1 We sell tickets and associated products and/or services on our behalf and also on behalf of promoters, producers, teams, artists, and venues. We refer to individuals who organize or hold the event and/or associated products or services in collaboration with Sundance Events as “Promoter” or “Promoters”.
1.2 The number of tickets available for sale varies from event to event. They are usually sold through various distribution points, including online channels, official points of sale, and, in some cases, box offices. All distribution points access the same inventory and ticketing system, and therefore, tickets to popular shows can sell out quickly. Occasionally, more tickets may become available before the event, but always strictly adhering to the capacity limits established by law.
1.3 For some shows, tickets may be sold as an integral part of a “Package” or a VIP Bracelet (when a ticket for a show is sold together with concessions, promotional items, or other valuable benefits, such as exclusive seating, accommodation, transportation, meals, or promotional items as an all-inclusive package at an all-inclusive price) or a “Targeted Sale” (where, in addition to a ticket, and independently of it, the customer is offered the possibility to purchase parking, promotional items, travel, etc.).
1.4 In these General Terms and Conditions of Purchase, we refer to all kinds of products and/or services we offer for sale (such as tickets, Tickets, VIP Bracelets, Packages, and Targeted Sales) as “Items”. To purchase an Item(s) from us, you must be at least 18 years old and have a valid credit/debit card issued in your name.
The user declares that they are of legal age (over 18 years old) and have the necessary legal capacity to contract the services offered by the providers on the website, in accordance with the conditions detailed below, which they declare to understand and accept.
In the case of contracting by minors, authorization from parents or guardians is required to enjoy the contracted service. The user is solely responsible for the veracity and accuracy of the data provided to Sundance Events in the booking process.
02. CONTRACT
2.1 All purchases of an Item from us are governed by these General Terms and Conditions of Purchase.
2.2 Your contract for the purchase of an Item begins when we confirm your purchase and ends as soon as the event for which you purchased the Item finishes; however, if you have purchased any product within a Targeted Sale, your purchase contract for it will end fourteen (14) days from the date it is delivered to you. All purchases are subject to payment card verification and other security checks, and your transaction may be canceled if it does not pass our verification process.
2.3 You agree not to obtain or attempt to obtain any kind of Items through the unauthorized use of any robot or other automated device or any other illicit or unauthorized activity. We reserve the right to cancel any transaction that we reasonably suspect has been made in breach of these provisions, without prior notice, and all and any Items purchased through such transaction will be void.
2.4 We reserve the right to cancel bookings that we reasonably suspect have been made fraudulently.
03. TICKET PURCHASE
To make purchasing your tickets as easy as possible, we offer different options:
Online
Via App
At official points of sale
At the event access ticket offices (until full capacity)
Online ticket sales
By purchasing your tickets online or via the App, you will not only save queues, but you will also be able to get them at a reduced price and receive them in your email and in the App.
Official points of sale
Here you can purchase your tickets. You can pay in cash and, at indicated points, with credit and debit cards.
04. PAYMENT METHODS
Online purchases:
We accept the following credit cards: Visa, Mastercard, and American Express, regardless of the entity and modality (credit/debit). Payment via PayPal is also allowed. The ticket sales system uses a secure server and the latest encryption technology.
Attention: To collect VIP Bracelets, you must present proof of ownership (DNI or passport).
In-store purchases:
The usual payment method at points of sale is cash, but some of them accept card payments. We recommend that you check the purchase conditions before going to the point of sale.
05. CHECK YOUR PURCHASE
If your purchase has been made correctly, you will receive a confirmation email with detailed information about the purchase you have just made. This email may not reach your "Inbox" as some internet services detect it as spam. We recommend that you always check the "Junk mail" section.
06. HOW DO I GET MY TICKETS?
Once your purchase is complete and you have received the confirmation email, you will receive another email with your tickets and their respective QR codes, which you must present when accessing the event.
07. DELIVERY
Our goal is to send the tickets as soon as possible. If they have not arrived in your email after five minutes of purchase, contact us. Include your reference number, name, and email with which the purchase was made.
08. PRICES AND EXPENSES
Purchases you make from us may generate non-refundable management fees per item, but all will be specified before the purchase process is finalized.
09. CANCELLATIONS
9.1 If you have purchased a ticket, a VIP Bracelet, or a Package, you will not have the right to cancel your purchase. Nor will you have the right to cancel any “Excluded Directed Sale,” such as a Directed Sale that includes travel, accommodation, meals, transportation, or leisure services. You can consult an exhaustive list of Excluded Directed Sales in our cancellation information.
9.2 If you have purchased any product within a Directed Sale (unless it is an Excluded Directed Sale), you will have the right to cancel your transaction within fourteen (14) days following the product delivery date (or for the longer period that may be set in the Promoter's terms and conditions) provided that there are at least 29 days remaining until the event. In that case, however, you will not have the right to cancel your associated ticket purchase. To cancel your purchase within a Directed Sale, you must complete and submit our cancellation form or contact us.
10. TICKETS
10.1 Any ticket you purchase from us will remain the property of the Promoter and is a revocable personal license that may be withdrawn, with admission denied at any time. If this occurs, you will be refunded the sale price of the ticket that is withdrawn or for which access is denied (including corresponding management fees per ticket but excluding order processing fees).
10.2 The policies set by our Promoters may prevent us from issuing replacement tickets for any lost, stolen, damaged or destroyed ticket. For example, in standing-only events, where both the original and replacement tickets could be used, the permitted capacity of the venue could be compromised. If replacement tickets are issued, we may charge you reasonable administration fees.
10.3 Upon receiving your tickets, keep them in a safe place. We will not assume any responsibility for any lost or stolen ticket.
10.4 It is your responsibility to check your tickets; errors cannot always be rectified, although before starting the contracting procedure we will inform you of the technical means we make available to you to identify and correct errors in data entry.
10.5 You are entitled exclusively to access of a value corresponding to that indicated on your ticket.
11. PROHIBITIONS
11.1 When purchasing tickets from us, the number of tickets you can purchase will be limited to a specific number per event. This number is included on the first purchase page and is verified in each transaction. This policy is in effect to prevent unfair ticket purchasing practices. Tickets may be limited to a maximum number per person or per credit card. We reserve the right to cancel tickets purchased in excess of this number without prior notice.
11.2 Tickets may be sold with certain limitations regarding access or use, such as limited, obstructed or side view, or minimum access age. When this occurs, such limitation will be published on our website or communicated to you otherwise before or at the time of booking the tickets. It is your responsibility to ensure that you read all communications published on our website.
11.3 You may not resell or transfer your tickets when prohibited by law.
11.4 You may not combine a Ticket with any benefit, travel or accommodation service and/or any other kind of promotional items, products or services to create a package, unless you obtain our reliable written authorization and that of the Promoter.
11.5 A ticket may not be used for advertising, promotions, contests or sweepstakes unless reliable written authorization from the Promoter is obtained. However, in the event that such consent is obtained, the use of our trademarks and other industrial and intellectual property must be with our prior consent.
12. EVENTS
12.1 In the event of cancellation or rescheduling of an event, we will use all reasonably available means to notify you of the cancellation as soon as we receive the corresponding authorization from the Promoter. Sundance Events, in the event of any change in an event or show, undertakes to:
a) Publish it on its website and App as soon as it becomes aware of it, in order to keep users duly informed.
b) Send a message to the email address or an SMS to the mobile phone number indicated by the user at the time of purchase informing about such changes.
c) Sundance Events will inform the user about the procedure for refunding the amount if applicable.
12.2 You should be aware that advertised event start times are subject to change.
12.3 Tickets are sold without prejudice to the Promoter's right to modify or vary the program due to facts or circumstances reasonably beyond its control, without being obliged thereby to refund amounts or change tickets, unless such change constitutes a substantial alteration, in accordance with the provisions of section 13.4, in which case the provisions of that section shall apply.
12.4 Responsibility for the visibility conditions where the event or show takes place, its acoustic quality, the comfort of the venue, accessibility, etc., corresponds to the promoter.
13. REFUNDS
13.1 Occasionally, shows are subject to cancellation, date changes, or substantial alteration by the team, artist, or Promoter for various reasons. Please contact us for precise instructions. Once the ticket has been purchased, it will not be exchanged or refunded, except for reasons provided for in current legislation. The impossibility of attending an event or show or making an error when purchasing the ticket(s) are not reasons that allow for a refund. The user may not exercise the right of withdrawal or resolution, in accordance with current consumer and retail trade regulations.
13.2 Cancellation: If an event is canceled (and not rescheduled), you will be offered a refund of the sale price of your ticket(s), including the corresponding per-ticket handling fees. If an event takes place over several days and one or more day(s) are canceled (but not all days constituting the event), a partial refund may be processed, corresponding exclusively to the canceled day(s). Sundance Events, as a distributor, can only and exclusively proceed with the cancellation of tickets and, therefore, the refund of their amount when it receives an express order from the event and/or show promoter in cases of cancellation, date changes, etc.
13.3 Date Change: Unless otherwise indicated in relation to a specific event, if the date of the event is changed, you will be offered tickets (subject to availability) of a value corresponding to your original tickets. If you are unable to attend the event on the new date, you will be offered a refund of the sale price of your ticket(s), including the corresponding per-ticket handling fees. You must inform us if you cannot attend the show on the new date within the period we set, otherwise, we may confirm your booking for the new date, and you will not be entitled to claim a refund.
13.4 Substantial Alteration: If an event is substantially altered, you may choose to confirm your corresponding order for the altered event or request a refund (of the sale price of your ticket(s), including the corresponding per-ticket booking fees.) If you do not communicate your decision to us within 72 hours of notification, we will understand that you are not opting for a refund. A “substantial alteration” is a change that causes the event to differ substantially from what ticket purchasers could generally reasonably expect. The use of substitute DJs and/or any kind of changes in: (i) any artist performance; (ii) the members of a group; and/or (iii) the lineup or formation of any show involving multiple artists (such as a festival) will not be considered a substantial alteration.
13.5 To request your refund, send your request in writing to the address we provide. You must include your unused tickets and follow any other reasonable instructions we give you. For accounting purposes, we must receive your unused tickets within 28 days of the canceled show date. You can consult all information regarding changes and cancellations that our events may have undergone on the Changes and Cancellations page. In case of cancellation, the refund can be made within fifteen days from the date of the public communication of the suspension of the show. After this period, no refund will be accepted.
Purchases made online or via App:
The refund of the ticket amount will be automatically executed to the card* from which the purchase was made within approximately 3 to 15 business days. (*The refund is effective within 3 to 10 business days following the communication we send you. To verify the credit, you must consult the statement of the bank card (debit or credit) used for the purchase.
13.6 If you have purchased any Item associated with a cancelled, rescheduled, or substantially altered show (such as parking or travel) and the amount of your ticket must be refunded to you in accordance with this clause 8, in addition to the purchase price of the Item you purchased from us, we will refund the handling fees per Item.
13.7 These General Purchase Conditions do not and will not affect your legal rights as a consumer. For more information on your legal rights, please contact the Spanish Agency for Consumer Affairs, Food Safety and Nutrition (AECOSAN).
13.8 Unless sections 13.2, 13.3 or 13.4 apply, tickets cannot be exchanged or refunded once purchased.
14. ADMISSION AND ATTENDANCE
14.1 Sundance Events reserves the right to refuse admission in case of non-compliance by customers with any of the terms and conditions of the show, the Promoter or for security reasons (including crowd surfing, moshing or non-compliance with any of the measures established to combat the spread of Covid-19). In these cases, customers will not be entitled to a refund. The venue will occasionally be obliged to carry out security-related inquiries in order to guarantee the safety of customers. The ticket(s) are issued in accordance with the rules and regulations of the venue and the Event Promoter. All details will be available to the user on the event website. Infringement of any of these rules and regulations, or any other act that may cause damage, harm or offense, will entitle the venue or the Event Promoter to expel the user from the venue. In any case, Sundance Events recommends and refers the buyer to the rules established, in each case and for each event, by the Promoter of the specific event or show at all times.
14.2 There will be no exit or re-admission passes of any kind.
14.3 Unauthorized use of photographic and recording equipment is prohibited. Photos, videos and/or recordings may be destroyed or deleted. Laser pens, mobile phones, dogs (except guide dogs) and the customer's own food and drink (must be consulted with the venue) may also be prohibited.
14.5 Both you and the other ticket holders consent to the recording of images and sound by being part of the audience.
14.6 Prolonged exposure to noise can cause hearing loss.
14.7 Events may include special effects including, but not limited to, sound, audiovisual, pyrotechnic or lighting effects.
15. QUESTIONS AND COMPLAINTS
15.1 If you have any questions or complaints regarding your purchase, please contact us, quoting your order number which will have been provided to you upon completion of the order, at the contact email indicated at the bottom of the page.
15.2 Since we sell Items on behalf of the Promoters, we may need to contact them to gather more information before responding to your complaint. The resolution of some complaints may take up to 28 days, but we will contact you again as soon as possible.
15.3 In the event of any conflict, we will diligently seek consultations or negotiate in good faith, and we will try to reach a transactional agreement that is fair and equitable for your interests, ours, and those of the Promoter.
15.4 In any case, you can also go to the European Union's online dispute resolution platform for online purchases to resolve any complaints you may have about your purchase at the following link:
https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=ES
16. MISCELLANEOUS
16.1 All these terms and conditions are governed by Spanish Law and any conflict arising from any operation with Sundance Events will be subject to the exclusive jurisdiction of the Spanish courts.
16.2 These General Purchase Conditions and their general contracting conditions, together, where applicable, with any specific conditions that may be established, expressly regulate the relationships arising between Sundance Events and third parties (hereinafter "users") who contract through the eurovisionpride.eu portal or the “Eurovision Pride” App.
16.3 These General Conditions have been prepared in accordance with the provisions of Law 34/2002, of July 11, on services of the information society and electronic commerce; Law 7/1998, of April 13, on General Contracting Conditions; 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, and Law 7/1996, of January 15, on Retail Trade Regulation, as well as any applicable legal provisions.
16.4 If any clause included in these general conditions is declared, totally or partially, null or ineffective, such nullity or ineffectiveness will affect only said provision or the part of it that is null or ineffective, the general conditions remaining in force in all other respects, with such provision, or the part of it that is affected, being deemed not to have been included.
RETURNS AND REFUNDS POLICY IN CASE OF EVENT CANCELLATION
1. Covid-19 Measures
According to Royal Decree 11/2020 of March 31, the event organizer may establish a 14-day period for requesting a refund from the postponement announcement. If you request a refund within that period, the organizer must process the refund of the amount within 60 days following the sending of the announcement.
2. Purchase Conditions
Once the ticket has been purchased through eurovisionpride.eu, the "Eurovision Pride" App, or at official points of sale, no exchange or refund of the amount will be allowed, except in cases of event cancellation. No refund will be made in situations where the suspension or modification occurs once the show or recreational activity has begun, and is due to force majeure.
3. Refund for Cancellation
In case of event cancellation, the organizer is obliged to refund the amount within fifteen days from the date of the public communication of the cancellation. If the suspension occurs after half of the show has passed, no refund will be made. Adverse weather conditions will not entitle you to a refund. The refund can be made within fifteen days from the public communication of the suspension of the show. After this period, no refund request will be accepted. Management/distribution fees or ticket recovery services will not be refundable.
4. Refund process
The refund of the ticket amount will be automatically executed to the card from which the purchase was made, within approximately 3 to 15 business days. The organization does not guarantee the authenticity of the ticket if it has not been acquired at official points of sale.
5. Event access rules
Upon entering the venue where the event is held, the public may be subject to a search according to the law. Entry with objects that may be considered dangerous by the organization is not permitted, nor will food or drinks be allowed. The right of admission is reserved. Admission will be subject to the presentation of a complete ticket in good condition. The ticket holder will lose their rights upon leaving the venue.
6. Program modifications
The organization reserves the right to alter or modify the event program. In case of cancellation, the organization commits to refunding the ticket amount.
7. Date or location changes
If the event changes date or location, Sundance Events reserves the right to authorize or not authorize the refund of the ticket amount. If authorized, the organization will establish the terms and conditions of said refund.
The objective of Sundance Events, SLU, hereinafter (Sundance Events) registered in Spain, with tax identification number B22991970, with address at Calle Guimar 19, Bajo, Santa Lucía de Tirajana, 35110, Las Palmas, Spain, is to offer quality events where we showcase artists from all fields belonging to the LGBTQI+ collective to give visibility and promote normalization, claim and fight for our rights through them. These General Purchase Conditions have been designed to ensure that the purchase process on eurovisionpride.eu, the “Eurovision Pride” App or official points of sale is satisfactory and understandable for you. These General Purchase Conditions also incorporate our Website Terms of Use, to which we refer. These will always be available to you on eurovisionpride.eu and the “Eurovision Pride” App, file or print. We address queries related to the General Purchase Conditions and the Terms of Use of this website and app in the forms we provide and/or through the email info@eurovisionpride.eu.
Through its website eurovisionpride.eu or the Eurovision Pride App, Sundance Events offers you an advance ticket sales service, facilitating the public and users to purchase tickets, managing their distribution on behalf and for the account of the promoter.
Likewise, in this section you will find all the necessary information about the procedures that the user must follow to buy a ticket to an event or show, the terms and conditions, return policy, etc.
For all matters related to the management of the user's personal data, please visit our Privacy Policy.
The use of the website or App attributes the condition of user and implies acceptance of the provisions included in these General Purchase Conditions and Terms of Use in the version published by Sundance Events at the very moment the user accesses the website or App.
The user declares that they have the necessary legal capacity to act and contract on the website and App in accordance with the conditions detailed below, which they declare to understand and accept.
The user is responsible for correctly providing their data in the purchase processes established on the eurovisionpride.eu website or App, paying special attention to the entry of banking and personal data.
Sundance Events, in accordance with its privacy policy, undertakes, in the use of the data included in the file, to respect its confidentiality and to use them in accordance with the purpose of the file, as well as to comply with its obligation to store them and adopt all measures to prevent alteration, loss, treatment or unauthorized access in accordance with the provisions of current legislation regarding the protection of personal data. The sending and transmission of data carried out by the user through the eurovisionpride.eu website, “Eurovision Pride” App or official points of sale or the information that they send, is protected by the most modern electronic security techniques on the network. Likewise, the data supplied and stored in our databases are also protected by security systems that prevent unauthorized third parties from accessing them. Sundance Events makes its best efforts to have the most updated systems for the effectiveness of these security systems.
01. GENERAL
1.1 We sell tickets and associated products and/or services on our behalf and also on behalf of promoters, producers, teams, artists, and venues. We refer to individuals who organize or hold the event and/or associated products or services in collaboration with Sundance Events as “Promoter” or “Promoters”.
1.2 The number of tickets available for sale varies from event to event. They are usually sold through various distribution points, including online channels, official points of sale, and, in some cases, box offices. All distribution points access the same inventory and ticketing system, and therefore, tickets to popular shows can sell out quickly. Occasionally, more tickets may become available before the event, but always strictly adhering to the capacity limits established by law.
1.3 For some shows, tickets may be sold as an integral part of a “Package” or a VIP Bracelet (when a ticket for a show is sold together with concessions, promotional items, or other valuable benefits, such as exclusive seating, accommodation, transportation, meals, or promotional items as an all-inclusive package at an all-inclusive price) or a “Targeted Sale” (where, in addition to a ticket, and independently of it, the customer is offered the possibility to purchase parking, promotional items, travel, etc.).
1.4 In these General Terms and Conditions of Purchase, we refer to all kinds of products and/or services we offer for sale (such as tickets, Tickets, VIP Bracelets, Packages, and Targeted Sales) as “Items”. To purchase an Item(s) from us, you must be at least 18 years old and have a valid credit/debit card issued in your name.
The user declares that they are of legal age (over 18 years old) and have the necessary legal capacity to contract the services offered by the providers on the website, in accordance with the conditions detailed below, which they declare to understand and accept.
In the case of contracting by minors, authorization from parents or guardians is required to enjoy the contracted service. The user is solely responsible for the veracity and accuracy of the data provided to Sundance Events in the booking process.
02. CONTRACT
2.1 All purchases of an Item from us are governed by these General Terms and Conditions of Purchase.
2.2 Your contract for the purchase of an Item begins when we confirm your purchase and ends as soon as the event for which you purchased the Item finishes; however, if you have purchased any product within a Targeted Sale, your purchase contract for it will end fourteen (14) days from the date it is delivered to you. All purchases are subject to payment card verification and other security checks, and your transaction may be canceled if it does not pass our verification process.
2.3 You agree not to obtain or attempt to obtain any kind of Items through the unauthorized use of any robot or other automated device or any other illicit or unauthorized activity. We reserve the right to cancel any transaction that we reasonably suspect has been made in breach of these provisions, without prior notice, and all and any Items purchased through such transaction will be void.
2.4 We reserve the right to cancel bookings that we reasonably suspect have been made fraudulently.
03. TICKET PURCHASE
To make purchasing your tickets as easy as possible, we offer different options:
Online
Via App
At official points of sale
At the event access ticket offices (until full capacity)
Online ticket sales
By purchasing your tickets online or via the App, you will not only save queues, but you will also be able to get them at a reduced price and receive them in your email and in the App.
Official points of sale
Here you can purchase your tickets. You can pay in cash and, at indicated points, with credit and debit cards.
04. PAYMENT METHODS
Online purchases:
We accept the following credit cards: Visa, Mastercard, and American Express, regardless of the entity and modality (credit/debit). Payment via PayPal is also allowed. The ticket sales system uses a secure server and the latest encryption technology.
Attention: To collect VIP Bracelets, you must present proof of ownership (DNI or passport).
In-store purchases:
The usual payment method at points of sale is cash, but some of them accept card payments. We recommend that you check the purchase conditions before going to the point of sale.
05. CHECK YOUR PURCHASE
If your purchase has been made correctly, you will receive a confirmation email with detailed information about the purchase you have just made. This email may not reach your "Inbox" as some internet services detect it as spam. We recommend that you always check the "Junk mail" section.
06. HOW DO I GET MY TICKETS?
Once your purchase is complete and you have received the confirmation email, you will receive another email with your tickets and their respective QR codes, which you must present when accessing the event.
07. DELIVERY
Our goal is to send the tickets as soon as possible. If they have not arrived in your email after five minutes of purchase, contact us. Include your reference number, name, and email with which the purchase was made.
08. PRICES AND EXPENSES
Purchases you make from us may generate non-refundable management fees per item, but all will be specified before the purchase process is finalized.
09. CANCELLATIONS
9.1 If you have purchased a ticket, a VIP Bracelet, or a Package, you will not have the right to cancel your purchase. Nor will you have the right to cancel any “Excluded Directed Sale,” such as a Directed Sale that includes travel, accommodation, meals, transportation, or leisure services. You can consult an exhaustive list of Excluded Directed Sales in our cancellation information.
9.2 If you have purchased any product within a Directed Sale (unless it is an Excluded Directed Sale), you will have the right to cancel your transaction within fourteen (14) days following the product delivery date (or for the longer period that may be set in the Promoter's terms and conditions) provided that there are at least 29 days remaining until the event. In that case, however, you will not have the right to cancel your associated ticket purchase. To cancel your purchase within a Directed Sale, you must complete and submit our cancellation form or contact us.
10. TICKETS
10.1 Any ticket you purchase from us will remain the property of the Promoter and is a revocable personal license that may be withdrawn, with admission denied at any time. If this occurs, you will be refunded the sale price of the ticket that is withdrawn or for which access is denied (including corresponding management fees per ticket but excluding order processing fees).
10.2 The policies set by our Promoters may prevent us from issuing replacement tickets for any lost, stolen, damaged or destroyed ticket. For example, in standing-only events, where both the original and replacement tickets could be used, the permitted capacity of the venue could be compromised. If replacement tickets are issued, we may charge you reasonable administration fees.
10.3 Upon receiving your tickets, keep them in a safe place. We will not assume any responsibility for any lost or stolen ticket.
10.4 It is your responsibility to check your tickets; errors cannot always be rectified, although before starting the contracting procedure we will inform you of the technical means we make available to you to identify and correct errors in data entry.
10.5 You are entitled exclusively to access of a value corresponding to that indicated on your ticket.
11. PROHIBITIONS
11.1 When purchasing tickets from us, the number of tickets you can purchase will be limited to a specific number per event. This number is included on the first purchase page and is verified in each transaction. This policy is in effect to prevent unfair ticket purchasing practices. Tickets may be limited to a maximum number per person or per credit card. We reserve the right to cancel tickets purchased in excess of this number without prior notice.
11.2 Tickets may be sold with certain limitations regarding access or use, such as limited, obstructed or side view, or minimum access age. When this occurs, such limitation will be published on our website or communicated to you otherwise before or at the time of booking the tickets. It is your responsibility to ensure that you read all communications published on our website.
11.3 You may not resell or transfer your tickets when prohibited by law.
11.4 You may not combine a Ticket with any benefit, travel or accommodation service and/or any other kind of promotional items, products or services to create a package, unless you obtain our reliable written authorization and that of the Promoter.
11.5 A ticket may not be used for advertising, promotions, contests or sweepstakes unless reliable written authorization from the Promoter is obtained. However, in the event that such consent is obtained, the use of our trademarks and other industrial and intellectual property must be with our prior consent.
12. EVENTS
12.1 In the event of cancellation or rescheduling of an event, we will use all reasonably available means to notify you of the cancellation as soon as we receive the corresponding authorization from the Promoter. Sundance Events, in the event of any change in an event or show, undertakes to:
a) Publish it on its website and App as soon as it becomes aware of it, in order to keep users duly informed.
b) Send a message to the email address or an SMS to the mobile phone number indicated by the user at the time of purchase informing about such changes.
c) Sundance Events will inform the user about the procedure for refunding the amount if applicable.
12.2 You should be aware that advertised event start times are subject to change.
12.3 Tickets are sold without prejudice to the Promoter's right to modify or vary the program due to facts or circumstances reasonably beyond its control, without being obliged thereby to refund amounts or change tickets, unless such change constitutes a substantial alteration, in accordance with the provisions of section 13.4, in which case the provisions of that section shall apply.
12.4 Responsibility for the visibility conditions where the event or show takes place, its acoustic quality, the comfort of the venue, accessibility, etc., corresponds to the promoter.
13. REFUNDS
13.1 Occasionally, shows are subject to cancellation, date changes, or substantial alteration by the team, artist, or Promoter for various reasons. Please contact us for precise instructions. Once the ticket has been purchased, it will not be exchanged or refunded, except for reasons provided for in current legislation. The impossibility of attending an event or show or making an error when purchasing the ticket(s) are not reasons that allow for a refund. The user may not exercise the right of withdrawal or resolution, in accordance with current consumer and retail trade regulations.
13.2 Cancellation: If an event is canceled (and not rescheduled), you will be offered a refund of the sale price of your ticket(s), including the corresponding per-ticket handling fees. If an event takes place over several days and one or more day(s) are canceled (but not all days constituting the event), a partial refund may be processed, corresponding exclusively to the canceled day(s). Sundance Events, as a distributor, can only and exclusively proceed with the cancellation of tickets and, therefore, the refund of their amount when it receives an express order from the event and/or show promoter in cases of cancellation, date changes, etc.
13.3 Date Change: Unless otherwise indicated in relation to a specific event, if the date of the event is changed, you will be offered tickets (subject to availability) of a value corresponding to your original tickets. If you are unable to attend the event on the new date, you will be offered a refund of the sale price of your ticket(s), including the corresponding per-ticket handling fees. You must inform us if you cannot attend the show on the new date within the period we set, otherwise, we may confirm your booking for the new date, and you will not be entitled to claim a refund.
13.4 Substantial Alteration: If an event is substantially altered, you may choose to confirm your corresponding order for the altered event or request a refund (of the sale price of your ticket(s), including the corresponding per-ticket booking fees.) If you do not communicate your decision to us within 72 hours of notification, we will understand that you are not opting for a refund. A “substantial alteration” is a change that causes the event to differ substantially from what ticket purchasers could generally reasonably expect. The use of substitute DJs and/or any kind of changes in: (i) any artist performance; (ii) the members of a group; and/or (iii) the lineup or formation of any show involving multiple artists (such as a festival) will not be considered a substantial alteration.
13.5 To request your refund, send your request in writing to the address we provide. You must include your unused tickets and follow any other reasonable instructions we give you. For accounting purposes, we must receive your unused tickets within 28 days of the canceled show date. You can consult all information regarding changes and cancellations that our events may have undergone on the Changes and Cancellations page. In case of cancellation, the refund can be made within fifteen days from the date of the public communication of the suspension of the show. After this period, no refund will be accepted.
Purchases made online or via App:
The refund of the ticket amount will be automatically executed to the card* from which the purchase was made within approximately 3 to 15 business days. (*The refund is effective within 3 to 10 business days following the communication we send you. To verify the credit, you must consult the statement of the bank card (debit or credit) used for the purchase.
13.6 If you have purchased any Item associated with a cancelled, rescheduled, or substantially altered show (such as parking or travel) and the amount of your ticket must be refunded to you in accordance with this clause 8, in addition to the purchase price of the Item you purchased from us, we will refund the handling fees per Item.
13.7 These General Purchase Conditions do not and will not affect your legal rights as a consumer. For more information on your legal rights, please contact the Spanish Agency for Consumer Affairs, Food Safety and Nutrition (AECOSAN).
13.8 Unless sections 13.2, 13.3 or 13.4 apply, tickets cannot be exchanged or refunded once purchased.
14. ADMISSION AND ATTENDANCE
14.1 Sundance Events reserves the right to refuse admission in case of non-compliance by customers with any of the terms and conditions of the show, the Promoter or for security reasons (including crowd surfing, moshing or non-compliance with any of the measures established to combat the spread of Covid-19). In these cases, customers will not be entitled to a refund. The venue will occasionally be obliged to carry out security-related inquiries in order to guarantee the safety of customers. The ticket(s) are issued in accordance with the rules and regulations of the venue and the Event Promoter. All details will be available to the user on the event website. Infringement of any of these rules and regulations, or any other act that may cause damage, harm or offense, will entitle the venue or the Event Promoter to expel the user from the venue. In any case, Sundance Events recommends and refers the buyer to the rules established, in each case and for each event, by the Promoter of the specific event or show at all times.
14.2 There will be no exit or re-admission passes of any kind.
14.3 Unauthorized use of photographic and recording equipment is prohibited. Photos, videos and/or recordings may be destroyed or deleted. Laser pens, mobile phones, dogs (except guide dogs) and the customer's own food and drink (must be consulted with the venue) may also be prohibited.
14.5 Both you and the other ticket holders consent to the recording of images and sound by being part of the audience.
14.6 Prolonged exposure to noise can cause hearing loss.
14.7 Events may include special effects including, but not limited to, sound, audiovisual, pyrotechnic or lighting effects.
15. QUESTIONS AND COMPLAINTS
15.1 If you have any questions or complaints regarding your purchase, please contact us, quoting your order number which will have been provided to you upon completion of the order, at the contact email indicated at the bottom of the page.
15.2 Since we sell Items on behalf of the Promoters, we may need to contact them to gather more information before responding to your complaint. The resolution of some complaints may take up to 28 days, but we will contact you again as soon as possible.
15.3 In the event of any conflict, we will diligently seek consultations or negotiate in good faith, and we will try to reach a transactional agreement that is fair and equitable for your interests, ours, and those of the Promoter.
15.4 In any case, you can also go to the European Union's online dispute resolution platform for online purchases to resolve any complaints you may have about your purchase at the following link:
https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=ES
16. MISCELLANEOUS
16.1 All these terms and conditions are governed by Spanish Law and any conflict arising from any operation with Sundance Events will be subject to the exclusive jurisdiction of the Spanish courts.
16.2 These General Purchase Conditions and their general contracting conditions, together, where applicable, with any specific conditions that may be established, expressly regulate the relationships arising between Sundance Events and third parties (hereinafter "users") who contract through the eurovisionpride.eu portal or the “Eurovision Pride” App.
16.3 These General Conditions have been prepared in accordance with the provisions of Law 34/2002, of July 11, on services of the information society and electronic commerce; Law 7/1998, of April 13, on General Contracting Conditions; 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, and Law 7/1996, of January 15, on Retail Trade Regulation, as well as any applicable legal provisions.
16.4 If any clause included in these general conditions is declared, totally or partially, null or ineffective, such nullity or ineffectiveness will affect only said provision or the part of it that is null or ineffective, the general conditions remaining in force in all other respects, with such provision, or the part of it that is affected, being deemed not to have been included.
RETURNS AND REFUNDS POLICY IN CASE OF EVENT CANCELLATION
1. Covid-19 Measures
According to Royal Decree 11/2020 of March 31, the event organizer may establish a 14-day period for requesting a refund from the postponement announcement. If you request a refund within that period, the organizer must process the refund of the amount within 60 days following the sending of the announcement.
2. Purchase Conditions
Once the ticket has been purchased through eurovisionpride.eu, the "Eurovision Pride" App, or at official points of sale, no exchange or refund of the amount will be allowed, except in cases of event cancellation. No refund will be made in situations where the suspension or modification occurs once the show or recreational activity has begun, and is due to force majeure.
3. Refund for Cancellation
In case of event cancellation, the organizer is obliged to refund the amount within fifteen days from the date of the public communication of the cancellation. If the suspension occurs after half of the show has passed, no refund will be made. Adverse weather conditions will not entitle you to a refund. The refund can be made within fifteen days from the public communication of the suspension of the show. After this period, no refund request will be accepted. Management/distribution fees or ticket recovery services will not be refundable.
4. Refund process
The refund of the ticket amount will be automatically executed to the card from which the purchase was made, within approximately 3 to 15 business days. The organization does not guarantee the authenticity of the ticket if it has not been acquired at official points of sale.
5. Event access rules
Upon entering the venue where the event is held, the public may be subject to a search according to the law. Entry with objects that may be considered dangerous by the organization is not permitted, nor will food or drinks be allowed. The right of admission is reserved. Admission will be subject to the presentation of a complete ticket in good condition. The ticket holder will lose their rights upon leaving the venue.
6. Program modifications
The organization reserves the right to alter or modify the event program. In case of cancellation, the organization commits to refunding the ticket amount.
7. Date or location changes
If the event changes date or location, Sundance Events reserves the right to authorize or not authorize the refund of the ticket amount. If authorized, the organization will establish the terms and conditions of said refund.