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1. Introduction

1.1 CityTravel Group B.V., operating under the trade name "Trusted Seats," facilitates the sale of tickets and associated products and services (referred to as "Tickets") to events and experiences (referred to as "Events") on behalf of event organizers, promoters, venues, producers, artists/performers, agents, teams, record labels, and other individuals involved in event organization (collectively referred to as "Event Partners").

1.2 Trusted Seats may offer various types of Tickets or packages, including additional products or services such as corporate hospitality, accommodation, seating arrangements, souvenirs, parking, transport, or merchandise (referred to as "Hospitality Goods"). For the purpose of these terms and conditions, all products and services offered for sale, including Tickets and Hospitality Goods, will be referred to as "goods."

1.3 Trusted Seats conducts a comprehensive vetting procedure for each Event Partner, collaborating exclusively with Event Partners that provide exceptional live entertainment, service, and hospitality. While we ensure the quality of our Event Partners, we cannot be held responsible for the delivery or quality of products and services associated with Tickets, which are provided by the relevant Event Partner. Any queries or complaints regarding such products or services should be directed to the Event Partner.

1.4 Tickets are sold based on availability from Event Partners, and sales are conducted in accordance with their respective terms and conditions. The quantity and types of Tickets available for sale through Trusted Seats will vary for each event.

1.5 The seating maps and layouts displayed during the purchase process are for guidance purposes only and may not accurately represent the final layout or seat locations for specific events.

1.6 By purchasing Tickets, you agree to be bound by the following:

1.6.1 These terms and conditions of purchase;
1.6.2 Our Website Terms of Use;
1.6.3 Any additional terms that may be added to or replace parts of these terms and conditions;
1.6.4 Special terms and conditions specific to an Event;
1.6.5 Event Partner(s) and/or Event terms and conditions related to Tickets and Hospitality Goods; and
1.6.6 Venue terms and conditions, including entry conditions.

1.7 The documents listed above collectively form part of these terms and conditions.

1.8 Please note that Tickets are generally non-refundable and non-exchangeable, except as specified in these terms and conditions. Your statutory consumer rights are not affected.

2. Your Privacy and Personal Information

Your privacy and personal information are of utmost importance to us. The processing of personal information you provide will be handled in accordance with our Privacy Policy. This policy explains the collection, storage, use, sharing, and protection of your personal information, your rights related to your personal information, and how to contact us and relevant authorities for inquiries or complaints regarding its use.

3. Ordering from Trusted Seats

3.1 Below is the process for forming a legally binding contract between you and Trusted Seats.

3.2 To place an order, follow these steps:

- Select the desired product and quantity.
- Provide personal details including name, address, and contact information.
- Enter payment details.
- Carefully review your order before submission. Correct any errors before finalizing the order.

3.2.1 Upon completing the online checkout process, you will receive an order acknowledgment via email. If any issues arise with the Event Partner, we will aim to contact you within 2 Business Days.

3.2.2 Trusted Seats reserves the right to decline your order for reasons such as:

- Unavailability of goods.
- Inability to authorize payment.
- Purchase eligibility restrictions.
- Quantity limits exceeded.
- Pricing or description errors.

3.2.3 We will confirm your order and create a legally binding contract only when we send you an email confirming your order and provide details for delivery.

3.3 To make a purchase, you must be at least 18 years old and have a valid credit or debit card in your name.

4. Prices and Payment

4.1 Advertised prices on the Site are in Euro (€) or converted to the local currency and inclusive of applicable VAT, unless stated otherwise.

4.2 Additional charges such as Administration Fees may be added at checkout.

4.3 Accepted payment methods include Visa, Mastercard, American Express, Apple Pay, and Google Pay.

4.4 We prioritize secure payment processing using encrypted mechanisms. We are not liable for unauthorized access to information unless due to our negligence.

4.5 Your credit or debit card will be charged upon order acceptance.

4.6 Credit or debit card payments require issuer authorization, which may include extra security measures.

4.7 If payment isn't received and you've received the goods, payment must be made within 10 days.

4.8 While efforts are made to ensure accurate prices, errors may occur. If a price error is identified, we'll offer to proceed at the correct price or cancel your order for a full refund.

4.9 Prices of Tickets may fluctuate based on market demand. Paid prices during purchase will be honored, and lower subsequent prices won't lead to refunds.

5. Delivery

5.1 Ticket delivery is carried out by Trusted Seats or the relevant Event Partner, either through physical dispatch or electronic delivery.

5.2 Delivery requires proper identification. We may request ID, booking confirmation, and payment card used.

5.3 We aim to dispatch Tickets promptly, but exact dispatch dates vary based on Ticket availability.

5.4 If delivery is affected due to factors beyond our control, revised delivery estimates will be provided.

5.5 Delivery occurs upon delivery to the provided address, collection at designated points, or email dispatch (1 business day after sending).

5.6 Queries about Ticket collection or delivery can be directed to us.

6. Information about Your Tickets

6.1 Tickets remain property of the relevant Event Partner, granting you a personal, revocable license. Event Partners may withdraw access without your involvement, leading to a refund.

6.2 Policies of certain Event Partners may limit replacements for lost, stolen, damaged, or destroyed Tickets. Replacement Tickets may incur administration fees.

6.3 Inspect Tickets upon delivery; rectifications might not always be feasible.

6.4 Trusted Seats functions as a marketplace connecting official Ticket sellers with buyers. Ticket prices on the marketplace may differ, and we are not responsible for printed Ticket details.

7. Ticket Restrictions

7.1 Trusted Seats ensures equitable access to live events. For some Events, Ticket purchase quantities may be restricted per person, as indicated during purchase. Orders exceeding limits may be canceled.

7.2 Tickets may have entry/use restrictions like obstructed views or age requirements. Such restrictions are communicated during booking.

7.3 Reselling or transferring Tickets might be prohibited by law or Event Partners. Breach may lead to seizure or cancellation without refund.

7.4 Tickets must not be used for commercial gain, promotions, or combined with other services without explicit consent.

7.5 Event times may change; door opening/closing times aren't indicative of start/end times.

7.6 Events may be rescheduled, and Tickets remain valid. Refunds aren't provided for rescheduled events.

7.7 Event Partner terms and conditions, including entry conditions, apply.

7.8 Violations of venue terms or unacceptable behavior may result in ejection.

8. Your Rights Regarding Event Cancellations and Alterations

8.1 We'll attempt to notify you of event cancellations, rescheduling, or alterations, though advance notice may not always be possible.

8.2 Cancellation: Full cancellation of an Event triggers a refund of Ticket Sale Price (excluding Service Charges and Administration Fees) based on Event Partner refund policies.

8.3 Rescheduling: Rescheduled Events usually honor existing Tickets, or alternative Tickets of corresponding value may be offered (subject to availability). Refunds aren't provided for rescheduled Events.

8.4 Follow provided instructions to claim refunds under clause 8.2.

8.5 Refunds use the original payment method.

8.6 Hospitality Goods associated with canceled or rescheduled Events may also be refunded, as specified in clause 8.2.

9. Rights of Cancellation

9.1 Except as detailed in clause 8, Tickets and goods are non-refundable.

9.2 Certain Hospitality Goods (Excluded Goods) are also non-refundable, as defined in clause 9.2.

9.3 For eligible Hospitality Goods, cancellation is possible within specific deadlines:

9.3.1 Physical products within 14 days of delivery (or longer if stated by the Event Partner).
9.3.2 Digital downloads bought over 14 days before release within 14 days of purchase.

9.4 Cancellation rights for associated Tickets don't apply.

9.5 To cancel, provide a clear statement to Trusted Seats.