TERMS AND CONDITIONS OF USE AND CONTRACTING
1. Introduction
These General Terms and Conditions of Use and Contracting (hereinafter, the “General Conditions”) apply to all use made of this website www.hellotickets.com.sg (hereinafter, the “website” or the “Portal”), as well as to all transactions carried out through it. Together with the offer, price and description of the Services, namely, the making available, by third-party sellers or by Hellotickets in its capacity as official distributor, of tickets and/or admission tickets or passes for shows, events and leisure and entertainment activities marketed through the website (hereinafter, the “Services”), and any other specific condition or contract that may be established as applicable to the aforementioned sellers, these General Conditions govern the relationship between Hello Ticket, S.L. (Hellotickets) and the Users of the Portal (hereinafter, the “User”), constituting the entire agreement between all parties.
This website is a marketplace that offers, among other things, an online marketplace Service through which consumer Customers may request (i) the Services offered and sold directly by third-party suppliers, distributors, businesses, traders or sellers (hereinafter, the "Sellers"), without prejudice to the fact that, in the making available of the aforementioned admission tickets or passes marketed directly by the Sellers through the website, there may be technological intermediation management Services provided directly by Hellotickets for the benefit of Users, as well as (ii) the Services offered and sold by Hellotickets in its capacity as official distributor of third-party brands.
These General Conditions shall remain in force for as long as they are published on the website and shall apply to those Users who, among other circumstances, are interested in acquiring the Services offered on the Portal.
In order to formalise any relationship with Hellotickets and the different Sellers, it is essential that you accept our General Terms and Conditions of Contracting.
2. Identification of the parties
Hello Ticket, S.L. (hereinafter, “Hellotickets”), the owner and proprietor of the portal www.hellotickets.com.sg, is incorporated under Spanish law. Our registered office is located at Paseo de las Delicias 110, 7B, 28045, Madrid, and our tax identification number is B87643680. In addition, we are registered with the Commercial Registry of Madrid, volume 35117, folio 120, section 8, sheet number M-631551.
Contact:
657 762 372
On the other hand, we have the User, that is, any person who accesses and browses the Portal, whether as a Seller, Customer or simple Internet User. Any use made of the Portal, as well as the acquisition of any Service, necessarily implies the unreserved acceptance by the User of these General Conditions, which shall consequently apply to them and govern their commercial relationship with the Portal.
The User undertakes to read these General Conditions carefully when accessing the Portal and is invited to download, print and keep a copy of them.
3. Purpose and provision of the Services
Hellotickets, through www.hellotickets.com.sg, operates as an online platform that connects Sellers of Services and activities (hereinafter, the “Sellers”) with Users interested in acquiring such Services (hereinafter, the “Customer/s”). In this respect, Hellotickets acts as a technological intermediary, facilitating the connection between both parties and the management of the purchase process.
These General Conditions are intended to establish the contractual provisions relating to the rights and obligations of the Parties in the context of using the Portal and the Services offered.
The sale of the Services is carried out directly between the Customer and the relevant Seller, with the contract of sale being entered into exclusively between both parties. The Seller acts as a business or professional and establishes its own commercial conditions. Hellotickets is not the owner of the tickets or of the Services offered on the Portal, nor is it a party to the contract of sale entered into between the Customer and the Seller.
In this context, Hellotickets acts as a provider of online intermediation Services, limiting itself to facilitating access to the Portal and the connection between Customers and Sellers. Each Seller’s conditions shall apply to the provision of the Service and may, where appropriate, be supplemented by these General Conditions.
The Sellers are responsible for offering the Services, including setting prices, describing them, their availability and their proper performance. Likewise, they shall be responsible for any incident arising from the provision of the Service.
Except in cases where the incident is the direct consequence of a technical failure attributable to Hellotickets or a breach of its obligations as a provider of intermediation Services, the Seller shall be solely responsible for the provision of the Service.
Hellotickets provides technological intermediation Services that allow Sellers to offer their Services on the Portal and Users to acquire them, facilitating the management of the purchase process and the delivery of the corresponding tickets or access documents. As consideration for the intermediation Services provided, Hellotickets shall receive remuneration, which may consist of a commission on sales made through the Portal or fees applicable to the technological Services offered to Users or Sellers.
Hellotickets does not intervene in the performance of the Service or in the commercial decisions adopted by the Sellers, nor in the resolution of disputes between the Customer and the Seller. The Seller may decide, under its sole responsibility and in accordance with its own commercial conditions, on the acceptance, modification or cancellation of the provision of a Service.
The Seller shall be solely responsible for the Services advertised and/or sold through the Portal and for any claim, incident or liability that may arise from them. Consequently, Hellotickets shall assume no liability whatsoever for the Services provided by the Sellers through the Portal.
The Seller’s liability may not be engaged in cases where the non-performance or defective performance of the Service is due to the Customer’s failure to fulfil its obligations.
In the event of a claim related to the provision of the Service, the Customer must contact Hellotickets through the available support channels. Hellotickets shall manage such claim and forward it to the relevant Seller for analysis and resolution, without prejudice to the fact that liability for the provision of the Service lies with the Seller.
The Customer undertakes to manage any incident, modification or request related to the Service preferably through the support channels made available by Hellotickets.
The Customer acknowledges that, within the framework of the Services acquired through the Portal, Hellotickets and, where applicable, the relevant Seller, are the only valid interlocutors for the management of any incident or request related to the Service.
In the event that the Customer contacts the event organiser directly or any third party outside the Portal, such action shall be carried out under the Customer’s sole responsibility. The Customer acknowledges that event organisers may not have information regarding purchases made through the Portal and may not be in a position to handle requests related thereto.
Hellotickets shall not be responsible for the consequences arising from such external dealings, including, but not limited to, modifications, cancellations, denial of access, loss of rights or any incident related to the Service.
Likewise, Sellers undertake not to circumvent the intermediation of the Portal and therefore may not accept, allow or encourage the contracting of Services outside it.
4. User registration process
Registration as a User is free of charge and is carried out through a self-registration process using the email address provided by the User when browsing the Portal. By providing their email address, an account associated with such email is created, which will allow the User to access information relating to the products or Services acquired if a purchase is completed. When the User acquires one or more Services through the Portal, they shall be deemed a Customer for the purposes of these Conditions.
To register on the Portal and access the purchase of Services, you must be of legal age and have legal capacity to contract. The Portal is aimed exclusively at persons of legal age with full legal capacity and capacity to act. Consequently, minors are not authorised to use the Portal or to contract the Services offered therein. Hellotickets reserves the right to cancel or suspend the accounts of those Users who do not prove, at Hellotickets’ request, that they are of legal age, and may in such case delete their personal data. Hellotickets shall not be liable for the use of the Portal by minors who have provided false or inaccurate information about their age.
During the registration and purchase process, the User or, where applicable, the Customer, shall be solely responsible for the data they enter and undertakes to provide truthful, accurate and complete information about their identity in the relevant forms, as well as to keep such information updated. The User or Customer shall be responsible for the truthfulness and accuracy of the data provided and guarantees that such data do not infringe the rights of third parties or applicable regulations.
To modify and update your data, you must send an email to [email protected]. Make sure that this information, especially your email address, is correct in order to avoid problems in the management of your purchases or in the provision of the Services.
If the User or Customer provides false, inaccurate or incomplete data, or if Hellotickets has reasonable grounds to suspect that such information is not authentic, Hellotickets may suspend or block access to the Portal or any of its Services.
For the proper provision of the Services, the Seller may access the data that the Customer has provided during the purchase process, solely to the extent necessary for the management and performance of the contracted Service.
5. Services and their classification
Information about the Services, including prices, features and descriptions, is displayed on the website based on the information provided by the Sellers. The Sellers are the ones who distribute their respective offers under their control and responsibility. The Customer, according to their own needs, responsibility and judgement, chooses the Service or Services included in their order. Once the Services have been selected and identification data entered, an order summary shall be displayed with the information relating to those Services, prices and quantities.
As an operator of an online platform, Hellotickets acts in a neutral, clear and transparent manner. The classification or inclusion of Services on the website is not influenced by any capital link or legal dependency with any of the Sellers using it.
Likewise, Sellers and Users are informed that the parameter (algorithm) governing the classification of Services on the website is randomness, meaning that each time a User searches for a Service, the website will display different Services among all those available on the website at that time and the selection of that sample will be based on randomness, so that all Sellers have the same probability of appearing in the results of Users’ non-personalised searches.
6. Process for purchasing the Services
In order to contract the Services offered through the Portal, the User must follow the instructions displayed on screen during the purchase process and provide the information requested for the proper processing thereof.
During the purchase process, the User must provide certain personal data necessary to manage the purchase and the provision of the Service, such as first name, surname and email address. Confirmation of the purchase shall imply the reading and acceptance of these General Conditions, as well as, where applicable, the specific conditions applicable to the Service and Hellotickets’ Privacy Policy.
Once the purchase has been completed, the User shall acquire the status of Customer for the purposes of these Conditions. If the User does not already have an account on the Portal, an account associated with the email address provided during the purchase process will be created automatically.
By contracting any Service, the User consents to their contact details and the information necessary for the provision of the Service being communicated to the corresponding Seller who is to provide such Service.
The process for purchasing Services on the Portal consists of the following steps:
1. Selection of the Service
The User selects the event, show or leisure activity, as well as the date, time, number and type of tickets or available places. In some cases, the Seller may request additional data relating to attendees.
2. Review of the Service information
Before proceeding to payment, the User must review the pre-contractual information of the selected Service and verify that all attendees meet the established requirements (for example, minimum age or other conditions). The organisers of the event or activity may reserve the right of admission.
3. Selection of the payment method
The User shall select one of the payment methods available on the Portal and enter the relevant data in the payment gateway. Depending on the selected method, they may be redirected to an external payment platform to complete the transaction.
4. Confirmation of the purchase
Before finalising the purchase, the User must read and accept these General Conditions and the Privacy Policy. Once the transaction has been completed, they will receive a confirmation email with the details of the purchase.
5. Verification of the confirmation
If the Customer does not receive the confirmation email, this may be due to a temporary network problem or an error in the email address provided. In such case, they may contact Hellotickets at [email protected]. Likewise, if they detect any error in the purchase data, they must report it as soon as possible. Hellotickets or the Seller may request from the Customer additional information or documentation necessary for the proper management and delivery of the tickets or the contracted Service.
7. Payment methods and security
At Hellotickets, Users may make purchases at any time, 24 hours a day, 7 days a week. The charge shall be made online once it has been verified that the data provided are correct. The payment methods available on the Portal include, among others, bank card and PayPal.
To guarantee the security of transactions, Hellotickets uses fraud prevention systems, including the Sift Science system, in order to analyse and validate operations carried out on the Portal.
If the User has credit at Hellotickets, they may use it as a means of payment in accordance with the applicable conditions.
Hellotickets reserves the right to retain or review any transaction for security reasons, as well as to temporarily restrict access to the acquired Services where there are reasonable indications of fraudulent activity. In such cases, Hellotickets may request from the User or Customer additional information or documentation to verify the transaction. Likewise, Hellotickets may cancel a transaction if it is not possible to properly verify the data provided.
Hellotickets shall not be liable for delays in the delivery of orders where these are due to the lack of authorisation by the issuing entity of the means of payment used.
The acquired Service shall not be considered confirmed or the property of the Customer until payment has been completed successfully.
In cases where, during the purchase process, only the section and row, or only the section, have been selected, the exact seat location shall be assigned later and communicated to the Customer upon delivery of the tickets.
Hellotickets uses fraud prevention systems with the aim of ensuring the security of transactions carried out on the Portal. However, Hellotickets cannot detect or prevent all possible fraudulent uses of payment methods by third parties.
If a purchase has been duly authorised by the issuing entity of the means of payment used and the Service has been delivered in accordance with the purchase conditions, the transaction may not be cancelled unilaterally.
In the event of suspected fraudulent use of a card or other means of payment, the holder must contact directly the issuing entity of the relevant means of payment in order to initiate the appropriate steps.
Hellotickets shall cooperate, where appropriate, with the competent authorities or financial institutions in any investigation related to possible fraud, without this implying the assumption of financial liability by Hellotickets in respect of such transactions.
8. Price of the Services and of the technological intermediation management Service
The price of the Services, as well as, where applicable, that of the technological intermediation Service provided by Hellotickets, shall be the one displayed at any given time on the Portal. Service fees may vary depending on the type of event or activity, the type of ticket and other factors related to the Service offered.
Users are informed that Hellotickets does not set the price of the tickets or admission passes for the Services offered by Sellers, but rather such price is fixed directly by the relevant Seller. For this reason, the price of the tickets offered on the Portal may be different from the original price established by the organiser of the event or activity.
In certain cases, and as indicated during the purchase process, the displayed price may include the costs corresponding to the technological intermediation Service provided by Hellotickets.
All prices displayed on the Portal are expressed in SGD and, unless otherwise indicated, are final prices. This means that they include VAT or other applicable taxes in accordance with current regulations. The User shall know the total price of the tickets, including all applicable charges, before confirming the purchase.
9. Delivery of the Service
The Service (including, where applicable, tickets in digital or physical format) will be delivered to the email address, mobile phone number or postal address, depending on the nature of the event.
The customer acknowledges that, due to the specific conditions of certain events, tickets may not be delivered immediately after the purchase is completed and may be delivered up to the same day of the event.
By completing the transaction, the customer understands and accepts this delivery timeframe. The fact that tickets are not delivered immediately after payment does not imply that the Service will not be provided, provided that the tickets are delivered before the start of the event.
Hellotickets will ensure that tickets are delivered in due time prior to the start of the event.
Delivery types:
Sellers may establish different delivery methods for the tickets or access documents to the Services, depending on the event, the organiser or the conditions of the Service itself. Where appropriate, and especially in cases of physical delivery, the Customer shall be informed of the applicable delivery conditions and methods during the purchase process or through subsequent communications related to their order. Delivery methods may include, among others, the following:
- PDF Tickets: The Customer will receive a PDF file or voucher with the tickets, which they may download and show on their mobile device at the venue entrance or print if necessary.
- QR Codes: The Customer will receive tickets with a QR code that may be downloaded to their mobile device and scanned at the event entrance. In such cases, it will not be necessary to print the tickets.
- Mobile transfer: Tickets may be transferred to the Customer through ticketing platforms used by the event organisers (for example, Ticketmaster, AXS or others designated by the organiser). In such cases, the tickets must be shown on a mobile device and may not be printed.
- Registration in third-party apps: In certain cases, the Customer may need to register for or download third-party applications in order to access the tickets. Where applicable, the necessary instructions shall be provided.
- Physical delivery: Hellotickets may deliver tickets in physical format where required by the event or the seller. Physical delivery may take place by:
- Collection at a delivery point communicated to the Customer in advance, or
- Shipment to a physical address agreed with the Customer during or after the purchase process.
- WhatsApp delivery: In some cases, the seller may send the tickets or access instructions directly to the Customer via WhatsApp. The Customer must provide a valid and active WhatsApp phone number in order to receive them correctly.
Important delivery information:
In order to avoid problems with delivery — digital or physical — it is essential that the Customer correctly completes all the required information, including the contact email address, phone number, delivery address and any additional data required by the organiser or seller.
Hellotickets is not responsible for failed deliveries caused by incorrect, incomplete or invalid information provided by the Customer. If a purchase cannot be delivered for this reason, no changes, cancellations or refunds will be accepted.
10. Event, show or activity cancellation policy. Withdrawal
Once the purchase has been completed, tickets or admission passes may not be cancelled or modified, except in cases where the Seller expressly authorises it or where this is indicated in the specific conditions of the Service.
If the event, show or activity is postponed or changes venue, the purchased ticket shall remain valid for the new date and/or venue determined by the event organiser or the Seller. In such cases, cancellation of the purchase or refund of the amount paid may not be requested, unless the event is ultimately cancelled definitively.
In the event of definitive cancellation of the event, show or activity, the Customer shall receive an informative email communicating such cancellation and the corresponding refund of the amount paid. In certain cases, in order to process the refund, it may be necessary to return the tickets to the Seller or to Hellotickets.
For certain Services or activities, and where expressly indicated during the purchase process, cancellation may be permitted within a specific period. In such cases, the cancellation conditions indicated in the description of the Service and in the relevant voucher or access document shall apply.
If the activity allows cancellation up to a certain deadline (for example, 24 hours before its start), such conditions shall apply irrespective of when the booking was made. Consequently, if the Customer books on the same day of the activity and the activity does not allow cancellations within the previous 24 hours, the booking may not be cancelled. Likewise, where an activity does not allow cancellation, no changes to the booking shall be permitted.
Tickets for sporting events, musical events and concerts do not allow changes or refunds, except in the event of definitive cancellation of the event.
In accordance with the applicable regulations on consumers and Users, the sale of Services related to leisure activities that provide for a specific date or period of performance is included within the exceptions to the right of withdrawal. Consequently, Customers may not exercise the right of withdrawal in respect of the purchase of such Services.
11. Substitution of the Services
In the event that, for reasons attributable to the Seller, it is not possible to deliver the tickets or admission passes initially acquired, and provided that this is not a cancellation of the event, Hellotickets, in accordance with the instructions of the relevant Seller, reserves the right to offer the Customer tickets or Services with similar or superior characteristics for the same event, show or activity, taking into account factors such as location or visibility.
In certain cases, and where the substitute tickets or Services are of equivalent or superior characteristics, such substitution may be carried out without the need for prior consultation with or approval from the Customer.
Where the substitution offered is of equivalent or superior characteristics, the Customer shall not be entitled to request cancellation of the purchase or refund of the amount paid.
Where the substitution offered is of inferior characteristics, Hellotickets or the Seller may offer the Customer appropriate compensation.
If it is not possible to offer substitute tickets or Services, the Seller shall refund the full price of the tickets initially acquired.
12. Mandatory health measures
In order to access any event, tour or activity, it is important to follow the health and safety rules established by national legislation or indicated by the Seller. This may include, but is not limited to, the mandatory use of face masks, or a full vaccination certificate. We want to guarantee you a safe experience.
13. Intellectual and Industrial Property and unlawful content
Hellotickets ensures that it has the necessary authorisation to provide Users with access to the Services offered on its website.
By accepting these General Conditions, the User acknowledges and accepts that the intellectual property rights (including exploitation rights, such as transformation, public communication, distribution and reproduction rights) of the Portal, its components and the content related to the Portal are owned by Hellotickets or have been duly licensed to it, and the User waives the right to claim such rights in any way. Any exploitation, distribution, transformation, public communication or reproduction, in whole or in part, of the Portal and its content, by any means, is prohibited without the prior, express and written authorisation of Hellotickets, and breach of such prohibition shall constitute an infringement. The User undertakes to use the Portal and its contents diligently, correctly and lawfully and, in particular, undertakes not to infringe, in any case, the rights referred to in the preceding paragraph, as well as not to use the Portal, with its different elements, contents and Services, for their exclusive private use
The trademarks, interactive screen designs and graphics, drawings, planograms, text, image or sound files, photographs, infographics, User interface, thesaurus, indexing systems, logos, slogans, animations, videos, software programs and solutions and the texts and all other contents of the Portal, with the exception of the content and information published by the Sellers, are the exclusive intellectual property of Hellotickets or the entity that has licensed them to it and may not be reproduced, copied, distributed, used, marketed, utilised or exploited without the prior, express and written authorisation of Hellotickets.
Hellotickets reserves all rights and does not grant any right, licence or authorisation of use whatsoever over them or over the elements of the Portal in favour of the Users. The use of this Portal and its Services does not imply any waiver, transfer, licence or assignment, in whole or in part, of the rights granted by Spanish and international legislation on industrial and intellectual property, nor does it confer any exploitation right of any kind, namely reproduction, distribution, transformation, public communication, nor ownership to the Users over the aforementioned contents or the intellectual and industrial property rights of Hellotickets or the corresponding third party. The User may not alter, exploit, reproduce, distribute or publicly communicate the website, its contents or the acquired Services without the prior and express authorisation of Hellotickets or the corresponding third party.
In addition to the foregoing, Users are informed that, for the marketing of the Services through the Portal and the presentation of the corresponding offers, Sellers may upload their own content, such as photographs, trademarks, descriptive texts, logos, designs and other models, whether owned by them or by third parties. The Seller guarantees that it holds ownership of all intellectual property rights (including exploitation rights, such as transformation, public communication, distribution and reproduction rights) and industrial property rights over such content or has the required authorisation, right or licence for such content or to exploit or use all the content. Hellotickets may under no circumstances be considered responsible for an act of counterfeiting, given its mere status as a hosting service provider for the content published directly by the Sellers.
For these purposes, Hellotickets is not responsible for the content published either by the Users themselves or for the offers or content published by the Sellers. However, Hellotickets reserves the right to remove or make inaccessible any manifestly unlawful content that has been notified to it and/or that it considers manifestly unlawful.
The notification of manifestly unlawful content by a User or any other third party must be made by email to the following address: [email protected].
For the above purposes, please ensure that the notification contains the following elements: (i) the date of the notification; (ii) the first name and surname or company name and contact email of the notifying party and the name and address of the recipient; (iii) the description of the facts in dispute and their precise location; (iv) the reasons why the content must be removed, including the mention of the legal provisions and the justification of the facts, and (v) a copy of the correspondence addressed to the author or editor of the information or activities in dispute requesting their interruption, removal or modification or justification that it has not been possible to contact the author or editor.
In its capacity as a hosting service provider, Hellotickets undertakes to promptly remove any manifestly unlawful content as soon as it becomes aware of it.
14. Reviews or opinions
Hellotickets makes available to those Customers who have previously acquired Services through the Portal a review Service that allows Customers to share with Hellotickets and with other Users their experience, opinion and assessment regarding the purchase and use of the Services acquired through the Portal.
Access to and use of this Service is reserved exclusively for real and verified Customers who have previously acquired a Service through the Portal. Participation in this Service shall take place through a communication sent by Hellotickets to the email address provided by the Customer at the time of purchase or registration.
For information purposes, it is hereby stated that all published reviews come from real and verified Customers who have previously acquired the Services offered on the Portal. These reviews are not remunerated by Hellotickets.
The reviews, as well as any associated content (including ratings, opinions, questions or answers), shall be subject to a verification and moderation process prior to publication, which may be carried out automatically through algorithmic systems and/or manually. This process is intended to verify the authenticity of the User, as well as the suitability of the content in accordance with applicable regulations and these General Conditions.
The User accepts, warrants and declares that the content they publish:
(i) is truthful and not misleading;
(ii) does not infringe the rights of third parties, including intellectual property, industrial property, honour, privacy or image rights;
(iii) complies with applicable law and does not violate rules of public order or accepted standards of conduct;
(iv) does not contain defamatory, offensive, discriminatory, violent, unlawful or inappropriate content;
(v) is not advertising, political or promotional in nature and unrelated to the Service.
Likewise, the User guarantees that they are the owner of the rights over the content they publish or that they have the necessary authorisations, and that they have obtained the express consent of the persons whose personal data may appear in such content.
The content published through this Service shall be public and non-confidential in nature, and may be used by Hellotickets and the Sellers within the framework of their activity, without prejudice to compliance with personal data protection regulations.
Published reviews shall be displayed, by default, ordered according to recency criteria, with the most recent reviews potentially being prioritised.
The User shall be solely responsible for the content they publish. Hellotickets shall not be responsible for such content, except in cases where, having actual knowledge of its unlawfulness, it does not act with due diligence to remove it or make it inaccessible.
Hellotickets may reject, refrain from publishing or remove any review or content that breaches these General Conditions or applicable regulations.
Reviews may remain published while the Service to which they refer remains available on the Portal or for as long as Hellotickets considers appropriate based on their relevance.
Any User may notify Hellotickets of the existence of inappropriate or unlawful content by sending an email to [email protected], indicating the information necessary for its identification and analysis. If the notification proves to be well founded, Hellotickets may proceed to remove the content in accordance with these General Conditions and applicable regulations.
15. User deregistration, account cancellation and deletion of personal data
The Customer may voluntarily deregister from the Portal at any time by sending an email to the following address: [email protected]
For the above purposes, Hellotickets shall proceed to deactivate the User’s account and send the User an email confirming the closure of their account.
In addition to the foregoing, Users are informed that Hellotickets may suspend or cancel Users’ accounts or stop providing all or part of the Services associated with them at any time, provided that the User has breached any of their obligations and the provisions contained in these General Conditions. In this respect, Hellotickets, in accordance with applicable regulations, shall notify the User in writing at their contact email address, with the legally applicable prior notice. In such cases, this agreement with the User shall be deemed terminated, except for those provisions which by their nature should continue to apply after such termination and without prejudice to the User’s right to make any internal and/or administrative and judicial claims to which they may be entitled.
In the event that a Seller account is suspended or cancelled, Hellotickets shall notify the Seller before or at the time such restriction is applied, stating the reasons for it. If the decision is to terminate the Seller’s User account, the reasoned decision shall be notified at least thirty (30) days in advance and on a durable medium, without prejudice to the Seller’s right to make a claim in accordance with applicable regulations.
16. Protection of personal data
Your privacy is key to us. That is why all Customers must read and accept our Privacy Policy. This will allow them to understand how Hellotickets protects, collects and uses their personal information.
In accordance with the provisions of REGULATION (EU) 2016/679 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC, and Organic Law 3/2018 of 5 December on the Protection of Personal Data and guarantee of digital rights, all personal data provided during the use of the App shall be processed in accordance with the provisions of our Privacy Policy, which Users must read and, where applicable, accept and/or consent to.
17. Customer Service and complaint management
Hellotickets has a User support Service accessible through the email address [email protected], through which Users may make enquiries, suggestions or submit complaints related to the use or operation of the Portal.
In the event of complaints related to events, shows or activities, the Customer must report the incident through the indicated support channels. The maximum period for submitting a complaint shall be ten (10) calendar days from the date of the event or activity.
Where incidents relate to access to the event or the validity of the tickets, the Customer is advised to contact Hellotickets customer support as soon as possible and, whenever possible, before the start of the event, so that the situation may be analysed or resolved if possible.
For the proper processing of a complaint, Hellotickets or the Seller may request from the Customer additional information or documentation that allows the alleged facts to be verified, including, among others, proof of refusal of access to the event, photographs or other evidence supporting the incident.
Complaints related to the Services provided by the Sellers shall be analysed by the relevant Seller, who shall be responsible for assessing and responding to the complaint submitted by the Customer. Consequently, response and resolution times may depend on the Seller itself.
Hellotickets may, whenever it deems appropriate, facilitate a mediation route between the Customer and the Seller with the aim of trying to reach an amicable solution, without this implying the assumption of liability by Hellotickets nor guaranteeing any specific result.
Any compensation that may be offered in relation to a complaint shall be limited to the amount of the acquired Service and shall not include additional expenses unrelated to the purchase, such as transport costs, accommodation or other costs related to travelling to or attending the event.
The Customer acknowledges that attendance at an event or activity takes place under their own responsibility. Hellotickets shall not be liable for any damage or loss that the Customer may suffer while travelling to the event, during attendance at it or on the return journey afterwards.
Hellotickets does not offer ticket resale Services between Users and does not provide platforms for the resale of tickets acquired through the Portal. Consequently, Hellotickets shall not be responsible for any resale carried out by the Customer through third-party platforms or channels.
18. General provisions
Hellotickets may, at any time and in accordance with the applicable regulations in this regard, modify and update these General Conditions, in particular to improve the User experience, incorporate new developments in the customer’s interest and adapt to legislative or regulatory changes. Any modification of these General Conditions shall be notified to Users clearly and understandably, and in advance. The modification shall not, in any case, entail any additional cost for the User. Likewise, the User who does not agree with the proposed modifications may, free of charge, terminate the present contractual relationship and unsubscribe from the Portal.
Hellotickets, the Seller or the organiser of the event may communicate with you by email at the address you provided when registering or when acquiring a Service.
19. Guarantees and liabilities
The Customer and Hellotickets declare that they know and comply at all times with all applicable legislation.
The Portal is offered "as is", without any guarantee of any kind, whether express or implied.
The Sellers shall be exclusively responsible for the commercial and legal guarantees applicable to the marketing of their Services.
Each User, when using the Portal, undertakes not to offend public order and to comply with the laws and regulations in force that may apply, to respect the rights of third parties and the provisions of these General Conditions, as well as any other policies applicable to them. For these purposes, the parties undertake towards each other to (i) behave loyally and lawfully with respect to the other party, (ii) use the Portal in accordance with its purpose, as described in these General Conditions, (iii) respect the privacy of third parties and the confidentiality of data and information exchanges, (iv) respect Hellotickets’ intellectual and industrial property rights relating to the elements of the Portal and of the Users, (v) not attack the automated data processing systems implemented in the Portal, in particular through practices such as scraping, and (vi) not disseminate any message or information that may discredit anyone, be contrary to public order, morality and accepted standards of conduct, be offensive, defamatory, racist, xenophobic, revisionist or infringe the honour, privacy or reputation of others and incite discrimination or hatred against a person or group of persons because of their origin or their belonging or not belonging to a particular ethnic group, nation, race or religion, or be paedophilic in nature.
If a court or competent authority determines that any clause of these General Conditions is null, unenforceable or not in compliance with the law, Hellotickets shall modify such clause only to the extent necessary for it to be valid and enforceable. This modification shall not affect the validity or enforceability of the remaining clauses.
20. Applicable law and dispute resolution
These General Conditions shall be governed by the provisions of Spanish law.
In the event of a dispute regarding the interpretation, performance or termination of these General Conditions, and without prejudice to the User’s right to seek assistance at any time from the Courts and Tribunals of Justice and other competent Administrations, the parties shall attempt, without being obliged to do so, to resolve it amicably. If no agreement is reached, an optional mediation procedure may be offered and voluntarily accepted, carried out loyally and in good faith with the aim of reaching an amicable settlement whenever any dispute arises related to these General Conditions or contract, including regarding its validity.
The party wishing to implement the mediation process must first inform the other party by registered letter with acknowledgement of receipt, indicating the elements of the dispute. Since mediation is not mandatory, the consumer User or Hellotickets may choose not to participate in or to withdraw from the mediation process at any time. If the mediation fails or is not contemplated, the dispute that may have given rise to the mediation may be referred to the competent court or tribunal.
In any case, in compliance with our duty to inform you, we indicate that, in relation to Online Dispute Resolution in consumer matters, in accordance with the provisions of Art. 14.1 of Regulation (EU) 524/2013, the European Commission makes available to you an online dispute resolution platform available at the following link:
https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage.
Likewise, you may access the online dispute resolution platform managed by the European Commission, available at
https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=ES.
Likewise, in accordance with Law 7/2017 on alternative dispute resolution in consumer matters, you are informed that the list of accredited entities is accessible at the following links:
https://ec.europa.eu/consumers/odr/main/?event=main.adr.show2
In the event of any dispute or controversy related to the application or interpretation of these General Conditions, the Parties shall submit to the Spanish Courts and Tribunals having territorial jurisdiction in accordance with current legislation.