Terms and Conditions of Sale

Purpose and Definitions

  1. The terms and conditions of sale (hereinafter, “Terms and Conditions of Sale”) are intended to govern the terms under which the User may place order(s) through the Online Store, which is managed by TICKET LINE, S.A. (hereinafter referred to as “Ticketline”), with its headquarters at Edifício Arcis, Rua Ivone Silva, No. 6, 8th Floor, 1050-124 Lisbon, registered with the Lisbon Commercial Registry under the single registration and legal entity identification number 504691031.
  2. The following terms shall have the meanings assigned to them in this Clause, regardless of whether they appear in the singular or plural:
    1. User: a natural person over the age of 16 who is a consumer, or a legal entity that browses the online store and places orders and makes purchases;
    2. Online Store: the Ticketline online store, located at https://ticketline.pt/, managed by Ticketline, through which the User may place orders and make purchases;
    3. Ticketline: a company registered under Portuguese law that operates under a mandate with powers of representation to enter into contracts for the purchase and sale of tickets for events in the name of, and on behalf of, the promoters;
    4. Promoter: the entity listed as the organizer, or assuming responsibility for holding, an event, show, concert, or cultural activity, and which is also the entity that issues, or authorizes the issuance of, tickets for that event.
  3. Ticketline hereby informs you that, given its status as an agent with powers of representation on behalf of the Promoters, when you purchase tickets, you are entering into a contract with the Promoter through the Online Store. Conversely, when purchasing a Ticketline Gift Certificate, the contractual relationship is established directly between you and Ticketline.
  4. Each time the User places an order, they must read Ticketline’s Terms and Conditions of Sale, as well as the Promoter’s Terms and Conditions, which are listed in the event tab.
  5. The rights and obligations set forth in these Terms and Conditions that refer to the “Consumer User” shall not apply to the “Corporate User.”
  6. The following documents apply to orders placed through the Online Store: Terms and Conditions of Sale, Terms of Use of the Website, Privacy Policy, and Cookie Policy.

Online Store

  1. Ticketline offers tickets for cultural and recreational events (hereinafter, “Products”) for purchase in its Online Store, as well as the option to purchase a Ticketline Gift Certificate, which is a gift card that the User can load with amounts of 5 (five), 10 (ten), 20 (twenty), or 50 (fifty) euros.
  2. All Products listed in the Online Store are subject to confirmation of availability by the Promoter. If a Product is unavailable, the Product description will indicate the status “Unavailable” or “Out of stock.”
  3. All events are assigned an age rating as defined by the Promoters, in compliance with applicable law.
  4. Access to and browsing of the Online Store is free and unrestricted; a fee (the “Transaction Fee”) is only due when the User purchases a ticket.

Product Ordering Process

  1. To place an order, the User must select the Product, add it to the “cart” (virtual shopping basket), and choose the options made available throughout the checkout process.
  2. The minimum age for placing orders in the Online Store is 16 (sixteen) years. By placing an order, the User confirms that they meet this requirement and have the legal capacity to enter into the contract. Additionally, by placing the order, the User declares that they meet the age rating requirements for the event for which they intend to purchase the ticket.
  3. Users placing orders on behalf of a legal entity declare that they have the necessary legal authority to do so.
  4. The User may reserve a maximum of 10 (ten) tickets per session.
  5. The User must follow all the purchase steps described in the Store in order for the purchase to be successfully completed.
  6. After selecting seats in the event venue, if applicable, the User has 15 (fifteen) minutes to complete the purchase. After this time, the User will need to restart the purchase process.
  7. The presale in the Online Store offers early access to ticket purchases before the general public release and will be available, for example, to Users duly registered on a list or Users who have a promotional code provided by the Promoter. To access the ticket presale in the Online Store, the User must follow the specific instructions for each event.
  8. The User is solely responsible for the accuracy of the information provided to Ticketline through the Online Store when ordering the Product.
  9. It is the User’s responsibility to review all information regarding the Product provided by the Promoter, which can be accessed in the event tab and in the Promoter’s Terms and Conditions.
  10. As part of the ordering process, by clicking the button labeled “Proceed to Payment,” the User:
  1. agree that they are placing a binding order for the Product(s) in their virtual shopping cart («Offer»). Any completed order implies acceptance of the price, features, and information regarding the selected Product.
  2. agree that the electronic records of the order and purchase serve as proof of said order and purchase, as well as the date on which they were made.

Gift Certificate Order Process

  1. You may place an order for a Ticketline Gift Certificate through the website https://ticketline.pt/evento/voucher-presente-ticketline-74946 by following the instructions provided in the relevant section.
  2. With regard to the purchase and sale of Ticketline Gift Certificates, the Terms and Conditions of Sale apply in addition to the Terms and Regulations presented on the website referred to in the previous clause.
  3. The exchange of the Gift Certificate for the desired ticket must be requested via the email address ticketline@ticketline.pt.
  4. The Gift Certificate is valid for (1) one year after purchase, after which the User loses the right to use it.

Price and Payment

  1. All prices displayed in the Store are in Euros (€) and include Portuguese value-added tax (VAT) at the applicable statutory rate.
  2. The price of the Products displayed in the Online Store is the sum of the Product’s base price set by the Promoter, Ticketline’s Transaction Fee, and all applicable taxes or other charges, which may vary depending on the Products ordered; the User will be informed of these during the purchase process prior to order confirmation.
  3. Ticketline may charge a Transaction Fee on the base price of the Product, plus VAT at the applicable statutory rate, per transaction, which corresponds to the fee associated with the User’s use of the Online Store. This amount is itemized at every stage of the purchase process.
  4. After placing the order, the User must pay for the Product within the time period indicated on the Online Store tab, using one of the payment methods available at any given time on the Online Store. If the User has not made payment by the specified deadline, the selected tickets will no longer be reserved for them.
  5. The payment methods available in the Online Store are those described in the “Payment Methods” tab available here. Ticketline reserves the right to offer certain payment methods on a case-by-case basis. The payment systems provided belong to third parties, therefore, their use implies knowledge of and acceptance of the terms defined by those entities, which the User should consult, as those entities are responsible for the execution, incorrect execution, or non-execution of a payment transaction.
  6. Failure to pay the price due and agreed upon at the time of the order within the stipulated timeframe will result in the termination of the contract and the Product not being sent, and the User may not hold Ticketline liable.

Contract

  1. When the User clicks the “Make Payment” button, after selecting the payment method and entering the corresponding information, two separate contracts are deemed to have been entered into. The first is the contract between the Promoter and the User, entered into through Ticketline acting as an agent; the second is the contract between the User and Ticketline regarding the use of the Online Store.
  2. After the contracts are concluded, the User will receive an automated email confirming the essential terms of the contract at the email address provided in the order.
  3. Ticketline will indicate in the automatic confirmation email whether payment for the Product has been processed.
  4. The automatic confirmation email will be sent immediately before the Product is sent.
  5. The User will receive the e-ticket in their email inbox, if that was the delivery method chosen, as well as the accounting documents for their purchase.

Delivery

  1. Ticketline will deliver the Product using the method chosen by the User after processing their payment.
  2. Products purchased from the Online Store may be delivered in the following ways:
    1. “E-Ticket”: The Product, or Gift Certificate, will be sent electronically and directly to the User’s email address immediately after payment processing is confirmed.
    2. Pickup at the Event Venue: The User may select the option to pick up their ticket at the venue’s box office during the 2 (two) hours preceding the scheduled start time of the event.
    3. Express Service: The User may select the option to have the physical ticket or Gift Certificate shipped to their address via express service. This delivery method is only available for mainland Portugal and is only valid up to 4 (four) days before the event takes place. Ticket delivery via this method will be handled by CTT Correios de Portugal. Delivery costs will be itemized before the contract is concluded.
  3. Notwithstanding the foregoing, the User should always check the page for the event for which they are purchasing the Product to review the available delivery options, as well as the possibility of customizing the Product.
  4. If the User does not receive the Product within the timeframe indicated in the order confirmation, they should contact Ticketline via email ticketline@ticketline.pt.

Exchanges and Returns

  1. Ticketline hereby informs you that no exchanges or returns are accepted for any Product or Gift Certificate purchased from its Online Store, without prejudice to the provisions of Clause 15.
  2. The User may not exchange a Product related to an event with a scheduled date for another Product for the same event to be held on a different date.

Event Holding, Postponement, and Cancellation

  1. The holding of the event for which the right of admission is granted through tickets sold on Ticketline’s Online Store is the sole responsibility of the Promoter.
  2. The cancellation, postponement, or alteration of an event held outdoors or dependent on weather conditions does not oblige the Promoter to refund the ticket price.
  3. The cancellation of the event is the sole responsibility of the Promoter; therefore, if the event is wholly or partially canceled, the responsibility for refunding the Products lies exclusively with the Promoter.
  4. Without prejudice to the provisions of Clause 9.3, in the event of cancellation of an event for which the User purchased a ticket through the Online Store, Ticketline will contact the User on behalf of the Promoter with the necessary information to process the refund.
  5. In the event of a partial or total cancellation of the event, Ticketline informs you that the Transaction Fee will not be refunded.
  6. In the event of a postponement of the event, Ticketline will contact you on behalf of the Promoter with the necessary information regarding the new event date.
  7. If the postponement or cancellation of the event is due to force majeure (including, but not limited to, a natural disaster, war, act of terrorism, equipment failure, or interruption in the supply of electricity or communications), Ticketline will not refund the Transaction Fee or the shipping costs for the Product, if any.
  8. If a User who presents a valid ticket purchased through the Online Store is denied access to the event, the Promoter shall be responsible for ensuring a refund of the price paid. To this end, and in order to facilitate contact with the Promoter, the User may submit a complaint to Ticketline through the channels indicated in Clause 16.1.

Cancellation Insurance Contract

  1. When selecting Products and placing an order, Ticketline offers Users the option to purchase Ticketline Cancellation Insurance.
  2. Ticketline is an ancillary insurance broker, registered with the ASF under number 221569681, authorized to work with ASSISTENCE to enter into non-life insurance contracts.
  3. If you wish to purchase Cancellation Insurance, you acknowledge that you are covered under the policy as the insured party under the insurance contract entered into between Ticketline and Redion – Portugal Branch.
  4. Users who add Ticketline Cancellation Insurance to their order acknowledge that they were provided, at that time, with information regarding Ticketline’s insurance brokerage activities, the pre-contractual information, and the insurance policy.

Intellectual Property

  1. The User acknowledges and agrees that all trademarks, trade names, domain names, or logos appearing on the Online Store, as well as any other intellectual property rights relating to the Product, are the property of Ticketline, its licensors, or the Promoters whose Products are sold on the Online Store.
  2. Under no circumstances does a purchase through the Online Store imply a waiver, license, or transfer – in whole or in part – of these rights from Ticketline or third parties to the User, except where expressly stated.
  3. These Terms and Conditions of Sale do not grant the User any other rights or authority to use, modify, exploit, reproduce, distribute, or publicly communicate the intellectual property referred to herein. The User should refer to Clause 5 of the Terms of Use (Intellectual Property).

Limitation of Ticketline’s Liability

  1. Ticketline shall not be liable for any damages other than those based on an intentional breach or gross negligence of its obligations, or those of its legal representatives or agents.
  2. Without prejudice to the limitations established by law, and where applicable, Ticketline’s liability to the User shall, in the aggregate, with respect to any claim or series of related claims arising from the same cause of action in a given calendar year, be limited to the maximum amount of the Product’s value.
  3. Ticketline shall not be liable for any events of force majeure, damages, delays, or failures to perform any obligations related to the Terms and Conditions of Sale caused in whole or in part by the action of any government or governmental entity, natural occurrence, law or regulation (or any change in their interpretation), injunction, sanction, strike, or other labor action (whether or not involving its employees), war, act of terrorism, equipment failure, interruption in the supply of electricity or communications, or any other situation beyond its reasonable control.
  4. Ticketline reserves the right to change the features of the Online Store, sales commission, payment methods, delivery options, and Website configuration, without being held liable by the User for doing so.

Personal Data

  1. We process your personal data in accordance with applicable data protection provisions, in particular Regulation (EU) No. 679/2016 of April 27 (“GDPR”) and Law No. 58/2019 of August 8 (“Personal Data Protection Law”). For more information, please see our Privacy Policy and our Cookie Policy.

Electronic Complaint Book

  1. Consumer Users may use the Electronic Complaints Book to report any complaints regarding the operation of the Online Store, the ordering process, and purchases made.

Right of Withdrawal

  1. Ticketline informs Consumer Users that, pursuant to Article 17(1)(k) of Decree-Law No. 24/2014 of February 14, they do not have a right of withdrawal with respect to the purchase of tickets for scheduled events.
  2. With regard to the purchase of the Ticketline Gift Certificate, consumer Users may exercise their right of withdrawal of the contract without having to provide any reason.
  3. The contract may be terminated within 14 (fourteen) days from the day the consumer User receives the Ticketline Gift Certificate in their email inbox or at the delivery address provided during the ordering process.
  4. To exercise their right of free termination before the deadline expires, the Consumer User must inform Ticketline of their intention to exercise this right by sending an unequivocal statement of their decision to terminate the contract to the email address ticketline@ticketline.pt. The Consumer User will receive an acknowledgment of receipt of the termination notice.
  5. The consumer may also use the Right of Withdrawal Form available here . If you choose this option, we will send you, without delay, an acknowledgment of receipt of the withdrawal request via email.
  6. You are deemed to have met the withdrawal deadline if you send your notice of withdrawal before the deadline expires.
  7. If the consumer uses the Ticketline Gift Certificate during the period in which they could exercise their right of free withdrawal, and uses it to purchase ticket(s) for a scheduled event, the consumer acknowledges that they forfeit the right withdrawal from the contract for the purchase of the Gift Certificate.
  8. Notwithstanding the foregoing, if the Consumer User uses only part of the amount loaded onto the Ticketline Gift Card and exercises the right of withdrawal in a timely manner, Ticketline will refund the amount still loaded on the Gift Card.
  9. In the event of termination of the contract under this Clause, the Consumer User will be reimbursed for the amounts paid for the Gift Certificate within 14 (fourteen) days from the date Ticketline is notified of the decision to terminate the contract. Refunds will be issued via the same payment method used by the Consumer User for the purchase related to the returned Gift Card, unless expressly agreed otherwise. If requested, the Consumer User must provide their IBAN to expedite the refund process for the amounts paid. No fees will be charged for the refund.

Complaints

  1. The User may send any complaint related to the operation of the Website or Online Store, or any issue arising during the ordering and purchase process, to the email address ticketline@ticketline.pt. Ticketline undertakes to respond to the User’s complaints within a maximum of 30 (thirty) days from receipt thereof.
  2. If the User wishes to file a complaint regarding access to the event for which they purchased a ticket, they may contact Ticketline via the email address specified in Clause 16.1, or contact the Promoter directly through the contact channels indicated by the Promoter on the event page.
  3. Submitting a complaint through these channels does not preclude the Consumer User from using the Electronic Complaint Book.

Changes to the Terms and Conditions

  1. Ticketline reserves the right to amend these Terms and Conditions of Sale by publishing an updated version on its Website.
  2. With respect to a Contract and/or an Offer, the applicable version of the Terms and Conditions of Sale is the one in effect as of the date of the Offer or the effective date of the Contract.

Governing Law and Jurisdiction

  1. Portuguese law applies to all matters governed by these Terms and Conditions.
  2. For the resolution of any dispute arising from, or in any way related to, the Terms and Conditions (including non-contractual disputes or claims), the parties agree that the courts of Lisbon shall have jurisdiction.
  3. Consumer Users may submit to arbitration pursuant to Article 14 of Law No. 24/96, of July 31, any dispute whose value does not exceed €5,000.00 (five thousand euros), or falls within the jurisdiction of the courts of first instance as of that date. The User may access the list of consumer arbitration centers at the following address: https://www.consumidor.gov.pt/ral-mapa-e-lista-de-entidades.
  4. Any disputes involving an amount exceeding €5,000.00 (five thousand euros), or exceeding the jurisdiction of the courts of first instance at the time, may be submitted to the jurisdiction of the courts. Alternatively, the Consumer User may file a complaint with a Consumer Dispute Arbitration Center, in accordance with the provisions of Law No. 24/96 of July 31.
  5. The Consumer User may turn to the alternative consumer dispute resolution entities listed on the Consumer Portal at www.consumidor.pt, where they can access dynamic and up-to-date information regarding the identification of these entities and their respective contact details.

Transaction History and Proof

  1. Data relating to each transaction will be stored by Ticketline, which will archive records of orders and invoices.
  2. The User acknowledges and agrees that the records referred to in the preceding paragraph serve as proof of the transactions and communications made by the User in connection with the use of the Website and the purchases made.

Final Provisions

  1. This contract is entered into in Portuguese. Translations of these Terms and Conditions of Sale into other languages are provided solely for the convenience of the parties. In the event of any discrepancies between the language versions, the Portuguese version shall prevail.
  2. Each provision of these Terms and Conditions is independent of the others, and if one or more provisions are deemed invalid or unenforceable, this shall in no way affect the remaining provisions.
  3. You may contact Ticketline regarding any questions about these Terms and Conditions of Sale by email at ticketline@ticketline.pt, or by sending a registered letter to the address of its headquarters.