GENERAL TICKET PURCHASE TERMS AND CONDITIONS AND THE HOUSE RULES OF THE PUBLIC INSTITUTION FESTIVAL LJUBLJANA
General Terms and Conditions of the public institution Festival Ljubljana, Trg francoske revolucije 1, 1000 Ljubljana, registration number: 5053277000, VAT no: SI 74608002, no. of entry in the Companies Register at Ljubljana District Court (hereinafter: General Terms and Conditions and Festival Ljubljana) govern the rights and obligations of the visitors to the events organised by Festival Ljubljana (hereinafter: purchasers) and the rights and obligations of Festival Ljubljana in relation to visitors.
Festival Ljubljana contact information:
- +386 (0)1 241 60 00
- E-mail: info@ljubljanafestival.si
- website: www.ljubljanafestival.si
I. FESTIVAL LJUBLJANA HOUSE RULES
Article 1
General
1. 1. Upon arrival at a venue, audience members or purchasers of Festival Ljubljana events are required to switch off mobile phones, watches and other loud devices that could disturb the performance.
1. 2. Audio and/or video recording or photographing is strictly prohibited at all Festival Ljubljana events. Festival Ljubljana reserves the right to remove any audience member who breaches this rule from a venue. In such an event, the audience member will not be entitled to any refunds or compensation for the ticket purchased, and will be liable to Festival Ljubljana for any damages it incurs as a result of the audience member breaching this rule.
1. 3. Festival Ljubljana reserves the right to change the programme, performers, venues and scheduled start times in cases including, but not limited to, performers’ illness, weather conditions preventing an event from taking place, other force majeure events, and actions by audience members in breach of these General Terms and Conditions.
1. 4. Festival Ljubljana tickets are exempt from VAT (point 13 of Article 42 of the Value Added Tax Act in conjunction with Article 69 of the Rules on Implementation of the Value Added Tax Act).
1. 5. By attending an event, audience members understand and agree that their likeness may appear in a video and audio broadcast of the event. In such a case, audience members are not entitled to any form of compensation, and they expressly waive any other and/or different claims in this regard.
1. 6. Audience members are not allowed to bring umbrellas, bottles, glasses, sticks, weapons and other dangerous objects into the venue.
1. 7. Animals are not allowed to enter the venue.
Article 2
Križanke Summer Theatre
2. 1. The part of the Križanke Open-Air Theatre intended for the audience is not covered by a roof, which means that in the event of bad weather (rain, wind, etc.) the audience may be exposed to the elements; in such cases, Festival Ljubljana is not obligated to change the programme, venues and/or scheduled start times.
2. 2. Seats in rows 9A, 14 and 15, seats in the balconies and seats located by statues and towers have a restricted view of the stage. Audience members viewing a performance from these seats will not be entitled to a purchase price reduction, to a refund of the purchase price or to any compensation for such tickets. By purchasing such tickets, audience members shall be deemed to accept the aforementioned properties of these seats.
Article 3
Events with a Back-up Location and/or Time
3. 1. Festival Ljubljana reserves the right to hold an event at a back-up location and/or back-up time.
3. 2. If an event referred to in point 3.1 is held at a back-up location and/or back-up time, the selected location and/or time will be announced no later than on the day of the event at www.ljubljanafestival.
If an event is held at a back-up location and/or back-up time, audience members or purchasers will not be entitled to a purchase price reduction, a refund of the purchase price, any compensation or exchange of the ticket for a ticket to any other Festival Ljubljana event.
Article 4
Mobility Impaired Persons
4. 1. Mobility impaired persons in wheelchairs can attend Festival Ljubljana events for free.
4. 2. Mobility impaired persons who wish to attend a Festival Ljubljana event must announce this in advance by telephone at +386 1 241 6026 or +386 1 241 60 28.
4. 3. Free attendance of events shall be offered to persons referred to in the preceding point until all available places are taken, with available places being allocated to those persons on a “first come, first served” basis.
4. 4. Persons accompanying mobility impaired persons must purchase tickets.
4.5. As a partner of the project To improve the accessibility of goods and services for EU Disability cardholders, Festival Ljubljana promises all EU Disability cardholders a 10% discount on tickets for all Festival Ljubljana events, with the exception of co-produced events and events for which it is expressly specified that discounts do not apply. The discount is valid for one 1 ticket and is non-transferable. Discounts may not be redeemed retroactively.
4.6. EU Disability cardholders are entitled to a discount if they buy tickets on the day of the event.
4.7. The discount can only be claimed in person at the Križanke box office upon submission of a valid EU Disability Card.
4.8. Discounts are not cumulative.
II. TICKET SALES
Article 5
Purchase of Tickets
5. 1. Tickets for events organised by Festival Ljubljana can be purchased at the Križanke Box Office, online at ljubljanafestival.si, Petrol gas stations, 3V2 Kiosks, Post of Slovenia and Eventim’s website.
5. 2. On the day of the event, tickets can also be purchased at mobile sales points at the venue.
5. 3. Legal entities can order tickets in writing against a pro forma invoice. Such an order is binding on the legal entity.
When purchasing a ticket, the purchaser shall immediately check if the event date, time, location and seat indicated on the ticket are correct. The purchaser shall immediately report to the seller any errors on the ticket at the sales point where they purchased it.
Article 6
Payment Methods
6. 1. Purchases at Festival Ljubljana sales points can be made:
- in cash,
- with payment, credit and debit cards (Maestro, Mastercard, Visa),
- with a gift voucher.
6. 2. The ticket is not considered a valid invoice, to which the purchaser expressly agrees.
Article 7
Authorised Sales Points
7. 1. Tickets for events organised by Festival Ljubljana can also be purchased at authorised sales points of the vendor Eventim SI d.o.o., Celovška cesta 25, 1000 Ljubljana, registration number: 1868993000, VAT no: 67811175 (hereinafter: Eventim SI).
Article 8
Online Ticket Purchase
8. 1. Online ticket purchases are governed by the General Terms and Conditions of Business of the eventim.si website, published at: https://www.eventim.si/si/splosni_pogoji/.
Article 9
Purchase Processing Fee
9. 1. The purchase processing fee is not charged for purchases made at the Križanke box office.
9. 2. Under its general terms and conditions, the contractor Eventim SI reserves the right to charge a processing fee for purchases made on the eventim.si website, ljubljanafestival.si and at its authorised sales points. If an event is cancelled, the purchase processing fee will not be refunded.
Article 10
Ticket Reservation
10. 1. Ticket reservations are not possible.
Article 11
Ticket Validity
11. 1. Tickets for events organised by Festival Ljubljana are valid on the day of the event.
11. 2. Each ticket is valid for one entry.
Article 12
Ticket Security
12. 1. Tickets may not be misused, copied or altered.
12. 2. A ticket is valid for the first entry to the event, which means that only the first ticket accepted with its identification (barcode) is valid. Audience members shall protect their ticket from loss and damage, as well as unauthorised copying (for example, but not limited to, by publishing the ticket on social networks) and forwarding. Each subsequent ticket with the same identification is automatically invalid.
12. 3. By using a validated ticket, audience members undertake to comply with the rules of conduct for Festival Ljubljana events, as set out in these General Terms and Conditions, as well as any additional rules regarding an event, communicated to audience members before and/or during the event by Festival Ljubljana and/or a third party acting on its instructions.
Article 13
Refund and Exchange of Tickets
13. 1. In line with point 12 of Article 135 of the Consumer Protection Act, the consumer does not have the right to withdraw from a distance contract in the case of leisure contracts where the company undertakes to fulfil its obligation on a specific date or within a specific time limit. Orders made by phone, email or online are therefore binding and cannot be returned or refunded. The above also applies to tickets purchased via the Eventim.si website (https://www.eventim.si/si/).
13. 2. If an event is interrupted or is not held due to a power cut, noise, adverse weather or any other external factor or force majeure (hereinafter: reasons for interruption), audience members or purchasers will not be entitled to a refund of the purchase price, exchange of the ticket or any compensation for a purchased ticket.
13. 3. If an event is cancelled other than for reasons referred to in point 13.2., in accordance with these General Terms and Conditions, audience members or purchasers will be entitled, upon submitting the purchased ticket and the invoice, to a refund of the purchase price, or to have their purchased ticket exchanged for a ticket to any other Festival Ljubljana event. The submitted ticket shall be deemed validated, which means that Festival Ljubljana is obliged to refund only one purchase price for one original ticket.
The exchange of a ticket pursuant to point 13.3 above shall only be possible in the case of purchased tickets, provided that there are still tickets available for the chosen event and that any difference in price between the original purchased ticket and the new ticket is paid by the audience member or purchaser.
13. 4. Exchange of tickets shall not be possible for events organised as co-productions with other organisers.
13. 5. Audience members or purchasers may claim a refund of the purchase price for a purchased ticket at the sales point where they purchased the ticket.
13. 6. If a ticket was purchased online, audience members or purchasers shall exercise their right to ticket exchange or to a refund of the purchase price at the online sales point of the vendor at eventim.si (Eventim SI d.o.o., Celovška cesta 25, 1000 Ljubljana, Slovenia, EU). The vendor’s e-mail address: info@eventim.si.
13. 7. Tickets can be exchanged or the purchase price refunded within 30 days of the cancelled event. Audience members or purchasers shall be refunded the amount that they actually paid to purchase the ticket. Where a ticket is exchanged for another ticket, the price actually paid for the ticket by the audience member or purchaser shall be taken as the basis for determining the exchange. In no case shall Festival Ljubljana refund audience members or purchasers who chose to exchange their tickets any difference in price between the original ticket purchased and the ticket to another event. Once the purchase price of a ticket has been refunded, the ticket becomes invalid and is deemed validated.
13. 8. In the case of cancellation, change of the event date, or change in the programme, the audience member or purchaser will not be entitled to demand reimbursement of any additional costs from Festival Ljubljana, for example, but not limited to, travel and accommodation costs.
13. 9. In cases referred to in point 13.4., audience members or purchasers will not be entitled to a ticket exchange or a refund of the purchase price.
13. 10. Audience members or purchasers will also not be entitled to a refund of the purchase price for any unused tickets, and the latter cannot be exchanged for another ticket.
13. 11. In the event of lost or stolen tickets, the purchaser will not be entitled to reimbursement of costs, exchange or replacement tickets. Lost, stolen or destroyed tickets should be reported to Festival Ljubljana as soon as possible.
CHANGES OF ARTICLE 13 MADE ON 23 SEPTEMBER 2024
Refund and Exchange of Tickets
13.1. In accordance with point 12 of Article 135 of the Consumer Protection Act, a consumer does not have the right to withdraw from a distance contract in the case of leisure contracts in which an entity undertakes to fulfil its obligation on a specific date or within a specific time limit. Orders made by telephone, email or online are therefore binding and cannot be returned or refunded. This also applies to tickets purchased in the online store of the vendor Eventim SI (https://www.eventim.si/si/).
13.2. If an event organised or co-organised by the Ljubljana Festival is cancelled other than for the reasons referred to in point 13.3, in accordance with these General Terms and Conditions, ticket holders or purchasers will be entitled, upon submission of their ticket and proof of payment, to a refund of the purchase price, or to exchange their purchased ticket for a ticket to any other Ljubljana Festival event. The submitted ticket will be deemed validated, which means that the Ljubljana Festival is obliged to refund only one purchase price for one original ticket.
13.3. If an already commenced Ljubljana Festival event is interrupted as a result of unforeseen circumstances or external incidents that occur independently of the Ljubljana Festival and cannot be prevented, including, but not limited to, power cuts, noise, meteorological factors (hereinafter: reasons for interruption), ticket holders or purchasers will not be entitled to a refund or reduction of the purchase price or to any other form of compensation or ticket exchange.
13.4. In the case referred to in point 13.2, ticket holders or purchasers can exercise their right to reimbursement of the cost of a purchased ticket or exchange their ticket at the place the ticket was originally purchased. In the case of tickets purchased online, ticket holders or purchasers exercise their right to a refund for a purchased ticket or to exchange their purchased ticket in the online store of the vendor Eventim SI (info@eventim.si).
13.5. Ticket holders or purchasers will be reimbursed the amount that they actually paid for the ticket. Once the purchase price of a ticket has been refunded, the ticket becomes invalid and is deemed validated.
13.6. Exchanging a ticket is only possible in the case of tickets that have been purchased and provided that there are still tickets available for the chosen event and that any difference in price between the original ticket and the new ticket is paid by the ticket holder or purchaser.
13.7. Tickets can be exchanged or the purchase price refunded within 30 days of the cancelled event.
13.8. In the case of a cancellation, change of programme, change of venue, change of date or change of start time of an event, the Ljubljana Festival, as the organiser or co-organiser of the event, is not obliged to reimburse ticket holders or purchasers for any costs incurred as a result of this (including but not limited to transport costs, accommodation costs, etc.).
13.9. Ticket holders or purchasers are not entitled to a refund or ticket exchange for any tickets that are not used.
13.10. In the case of lost, stolen or destroyed tickets, the ticket purchaser is not entitled to a refund, or to any other compensation or ticket exchange. Lost, stolen or destroyed tickets should be reported to the Ljubljana Festival as soon as possible.
III. SALE OF OTHER ITEMS
Article 14
Gift Vouchers
14. 1. Gift vouchers can be purchased at the Križanke box office and at the ljubljanafestival.si and eventim.si websites. Gift vouchers can be redeemed at the Križanke box office and on ljubljanafestival.si and eventim.si websites.
14. 2. Holders of gift vouchers issued by Festival Ljubljana can exchange their gift vouchers for tickets to any Festival Ljubljana event, provided that a ticket is available for the selected event.
14. 3. The value of a gift voucher is indicated thereon and is not payable in cash. If the price of the ticket is higher than the value of the gift voucher, the gift voucher holder must pay the difference in price. If the price of the ticket is lower than the value of the gift voucher, Festival Ljubljana will not be obliged to pay the difference in the value of the gift voucher to its holder.
14. 4. A gift voucher is transferrable and may be transferred to a third party without restrictions; it must be redeemed within 5 years of the date of its issue.
Article 15
Sale of Tickets for Events Organised by Other Parties at Festival Ljubljana Venues
15. 1. Festival Ljubljana offers event organisers the opportunity to rent event venues within the Križanke complex.
15. 2. In some cases, Festival Ljubljana acts only as an intermediary in the sale of tickets and is not responsible for refunding purchased tickets.
15. 3. In the event of unforeseen circumstances, the organiser referred to in the first paragraph of this Article shall notify the purchaser on the possibility of a refund within eight (8) days. Festival Ljubljana shall in no case be liable to visitors of events organised by another party, either in addition to, or in place of, another organiser, to which the visitors expressly agree.
15. 4. Whenever Festival Ljubljana is acting as a provider of event venues within the Križanke complex, or an event co-organiser, it is not obliged to inform the purchaser about any justifiable changes in the event line-up or execution.
15. 5. Whenever Festival Ljubljana is acting as an intermediary in the sale of tickets, it is not obliged to publish on its website any changes regarding an event organised by another party. In such a case, Festival Ljubljana is also not obliged to reimburse any additional costs incurred by ticket holders, such as, but not limited to, travel and accommodation costs.
Article 16
Merchandise Sales
16. 1. Festival Ljubljana sells promotional material and other merchandise at the Križanke box office.
16. 2. In the event of a complaint, the purchased goods must be returned to the Križanke box office undamaged, in the original packaging and in the same quantity, unless the goods have been destroyed, damaged, lost or their quantity has decreased without the fault of the purchaser.
16. 3. Purchased goods can be replaced with the original invoice, provided that the goods are unused, undamaged and in the original packaging, which must be undamaged and in its original condition.
16. 4. For return goods, Festival Ljubljana will refund the purchase price to the purchaser as soon as possible, but no later than 30 days after receiving the complaint. Festival Ljubljana will pay the refund to the personal or transaction account of the purchaser. Refunds in cash are not possible.
16. 5. The right to a full refund when exercising warranty rights or in the case of non-conformity of the goods is set out in greater detail in the Consumer Protection Act.
IV. COMPLAINTS PROCEDURE AND PERSONAL DATA PROTECTION
Article 17
Complaints Procedure
17. 1. Audience members or purchasers shall submit a complaint regarding a Festival Ljubljana service in written form either via email at blagajna@ljubljanafestival.si and info@ljubljanafestival.si or by registered mail at the following address:
Festival Ljubljana
Trg francoske revolucije 1
1000 Ljubljana – marked: “FOR MARKETING”.
17. 2. The complaint handling procedure is confidential.
17. 3. In their complaint, audience members or purchasers must provide contact information (name, address, telephone number and email address) and a detailed description of the incident and/or reasons for the complaint.
17. 4. Festival Ljubljana will handle the complaint within eight (8) days of receiving it in a written form. Within the same period, Festival Ljubljana will be obliged to send the audience member or purchaser a written reply to the complaint submitted.
17. 5. Festival Ljubljana will endeavour to settle any dispute amicably.
Article 18
Personal Data Protection And Statement Of Confidentiality
18. 1. Festival Ljubljana shall act as a controller and processor of personal data in the following cases:
- purchase of tickets: the purpose is the execution of the contract and timely notification regarding any changes to the event (location, date) or cancellations;
- a complaint under the complaints procedure (point 17.1 and subsequent): the purpose of the processing is to resolve a complaint arising from a contractual relationship, and to meet regulatory standards relating to the resolution of complaints under the Consumer Protection Act.
18. 2. In the case referred to in the preceding point, Festival Ljubljana shall collect and process the following information: name, address, telephone number and email address.
18. 3. Festival Ljubljana shall process the collected personal data in accordance with applicable legislation on the protection of personal data.
18. 4. Festival Ljubljana’s policy for managing and processing personal data is as follows:
- it never leases or sells data, and does not permit their processing by any third parties, except for contractual processors of personal data;
- it allows contractual processors to process personal data only provided that they ensure an adequate level of personal data protection as required by applicable legislation;
- it only retains personal data for as long as is necessary to fulfil the purpose for which they were collected;
- it undertakes to permanently protect all personal data;
- personal data are only processed by persons authorised for that purpose by Festival Ljubljana, and by contractual processors’ authorised persons;
- it amends the rules on personal data protection in line with changes to legislation on the protection of personal data.
18. 5. Festival Ljubljana shall collect and process personal data (the first indent of point 22.1) on the basis of:
- point (b) of Article 6(1) of the General Data Protection Regulation (hereinafter: “GDPR”),
- point (c) of Article 6(1) of the GDPR,
- point (e) of Article 6(1) of the GDPR,
- point (f) of Article 6(1) of the GDPR.
18. 6. For all information concerning personal data processing or the rights of data subjects (rights to withdraw consent, to access, to rectification, to erasure, to restriction of processing, to data portability and to object), you can contact Festival Ljubljana by post to: Trg francoske revolucije 1, 1000 Ljubljana, or by email to blagajna@ljubljanafestival.si and info@ljubljanafestival.si.
If you believe that the processing of your personal data breaches applicable legislation on the protection of personal data, you have the right to lodge a complaint with the Information Commissioner at the following address: Informacijski pooblaščenec, Dunajska cesta 22, 1000 Ljubljana, Slovenia, tel.: +386 1 230 9730, email: gp.ip@ip-rs.si.
V. FINAL PROVISIONS
Article 19
Amendments to General Terms and Conditions
19. 1. In the event of changes to regulations relating to the operation of Festival Ljubljana, including regulations on personal data protection, or any other regulations, and in the event of changes to its own business policy, Festival Ljubljana shall amend these General Terms and Conditions.
19. 2. All amendments to these General Terms and Conditions shall enter into force and be applied eight (8) days after the publication of the amendments. Should amendments to these General Terms and Conditions be required owing to harmonisation with regulations, those amendments may exceptionally enter into force and be applied within a shorter period of time.
Article 20
Responsibility
All data and information provided on the Festival Ljubljana website is for informational purposes only. Festival Ljubljana assumes no responsibility for the completeness, accuracy and timeliness of the information provided. Photographs, multimedia content, documents and descriptions do not guarantee the actual characteristics of an event.
Ljubljana, May 2023
