elrow - General Purchase Conditions

Entretenimiento Musical S.L. With TAX ID number B66084625 And Promociones Musicales Viladecans with TAX ID number B65569030 are Spanish companies with registered office at Av. d'Esplugues, 79, 08034 Barcelona, 932 063 034, hello@elrowfamily.com and certified in the Barcelona Trade Register in Volumes 433904 and 42625, book B-441454, sheet 191 and book B-412152, sheet 1 respectively. Our main goal is to provide our customers with an easy, fair and flexible purchase experience that will take you to our events shows in a fast manner.

These General Purchase Terms are conceived to ensure a satisfactory and comprehensible acquisition process. These terms also stablish our website Terms and Conditions and will be at your complete disposal both in English and Spanish for your enquiry, storage or impression in www.elrow.es. We attend queries related to our General Purchase Terms and web use on the forms available in our website, through email messages directed to info@elrowfamily.com.

Elrow is an on-line purchase service, available 24 hours a day, where you can easy and comfortably buy tickets at home for all our events. Through our website, www.elrow.es, you can benefit our advance ticket sale, making it easier for the general public and users to acquire tickets, managing the distribution for and on behalf of the event promoters and distributors.

In this section you will also find all the information related to the procedures and information required from the users in order to buy tickets for events and performances as the Terms and Conditions, refund policy and other information that may be of interest for you. Elrow makes available this information on its website both in English and Spanish. The user may, at any time, choose the language over which he prefers to manage and formalize the ticket purchase or just change the language preference you see on www.elrow.es.

For queries related to how we manage your personal information please visit our Privacy Policy.

The use of the Website attributes the condition of any user of the Website (hereinafter, "User") and implies the absolute and unconditional acceptance of all dispositions included in our General Purchase and Use Terms from the moment the User accesses the elrow Website.

The User declares to have the legal capacity to act and hire in this website under the terms exposed below. Terms the user declares to understand and accept.

The User is the sole responsible for the veracity and authenticity of the personal data provided during the purchase process on elrow website. Users may therefore pay special attention when it comes to filling out bank details and personal data.

Elrow claims that all personal data of users of this website will be treated in accordance with the Privacy Policy and current legislation on the protection of personal data. Elrow commits to use data included in the files properly, respect confidentiality and use them in accordance to the purpose of every file, keep them and adapt measures to prevent alterations, loss or unauthorised access or use, as exposed on the current legislation on personal data protection. All data provided by the User in our website is protected by the most modern Internet electronic security techniques. In addition, all the information sent and stored in our database is equally protected by security systems that ban third parties from unauthorised access. Elrow makes its bests efforts to put in place most effective and updated security systems.

The ticket sales service has a valuable consideration. The User has access to all the information and ticket price at any time in our web. This information service is offered through our web an has no cost.

general

We can sell tickets, products and/or services associated with the name of promoters, producers, crews, artists or facilities and venues.

We sell tickets at real time. The number of tickets on sale may vary depending on the performance or show. Tickets are usually sold through different distribution points including online channels and box offices. All distribution points access the same ticketing system and inventory.

For some events, tickets may be sold as part of a “Package” (where a ticket for an event is sold together with concessions, merchandise or other valuable benefits such as exclusive seating arrangements, accommodation, transport, dining or merchandise as an inclusive package at an inclusive price) or with an “Upsell” (where, in addition and separately to a ticket, a customer is given an opportunity to purchase car parking, merchandise, travel, etc).

Under these General Purchasing Terms, we refer to any products and/or services offered for sale by us (such as tickets, Packages and Upsells) as “Items”. To purchase Item(s) from us, you must be 18 or over and have a valid credit/debit card issued in your name.

Users declare to be of legal age (over 18) and declare to have the legal capacity to purchase the services offered by the providers on the website, on the terms set out below, which you declare that you understand and accept.

contract

Any purchase of an item made on the website is subject to: (i) these General Purchasing Terms; (ii) any special terms and conditions which may be displayed on our website.

Your purchase contract for an Item starts once we have confirmed your purchase and ends immediately after the event for which you have purchased the Item, unless you have purchased any product as an Upsell; your contract for the purchase of such product will end fourteen (14) days after the delivery date of the product. All purchases are subject to payment card verification and other security checks. Your transaction may be cancelled if it does not pass our verification process.

You agree not to acquire or attempt to acquire any Item through an unauthorised use of any robot or other automated device or any other illegal or unauthorised activity. We reserve the right to cancel any transaction which we reasonably suspect to have been made in breach of these provisions without any notice to you and any and all Items purchased as part of such transaction will be void.

We reserve the right to cancel bookings which we reasonably suspect to have been made fraudulently.

ticket sale

In order to guarantee an excellent purchase experience we offer you different options:

  • Online ticket sales

    Buying your tickets online you will not only save time not having to queue, but you will also be able to view your purchase history at any time and in some cases you will also be able to print your tickets easily at home.

  • Box office

    In the box office you can pay with your credit card or in cash.

payent methods

Internet and Box office Purchases:
We accept the following payment methods: Visa, Mastercard and American Express, regardless of the bank and payment type (credit/debit). The ticket sales system uses a safe server and the latest encryption technologies. For further details check our security policy.

Box office purchases:
Payment s at retail outlets are usually made cash, but some centres accept credit card payments. Please confirm the payment method before heading to the sales point.

payment confirmation

You may need the card you used to complete the purchase.

How do I collect my tickets?
Once you have completed your purchase and received the email confirmation, your tickets will be ready to print. We will specify both during checkout and in the email confirmation the options available for you to pick up your tickets. We recommend to check your tickets in advance.

proces and fees

Every purchase may be subject to a per-Item service charge and a non-refundable per-order delivery fee, being all specified before the buying process begins.

We try to ensure that all prices shown on our website are accurate, although sometimes errors may occur. If we see an error in the price of any Item you have ordered, we will inform you as soon as possible and give you the option of reconfirming your order at the correct price (and credit or debit your account as applicable) or cancelling your order. If you choose to cancel your order after you have already paid the incorrect price, you will receive a full refund from us.

cancellations

If you have purchased a ticket or a Package, you are not entitled to cancel your purchase. Neither you will have the right to cancel any "Excluded Upsell", such as an Upsell which includes travel, accommodation, catering, transport or leisure services. A full list of Excluded Upsells is available in our cancellation procedures and rights.

If you have purchased any product as an Upsell (other than an Excluded Upsell), you are entitled to cancel your transaction within fourteen (14) days of the date of delivery of the product (or during such longer period as may be specified in the Promoter's terms and conditions). You are not entitled to cancel your associated ticket purchase in such circumstances. To cancel your Upsell purchase, please contact us at info@elrowfamily.com.

tickets

Any ticket bought remains the property of the Promoter and is a personal, revocable licence which may be withdrawn, and admission may be refused at any time. If this occurs, you will be refunded the sale price of the ticket which has been withdrawn or for which access was refused (including the relevant per-ticket service charge but excluding the per-order handling fee).

Policies set by our Promoters may prohibit us from issuing replacement tickets for any lost, stolen, damaged or destroyed tickets. For example, for non-seated events, allowing a possibility of both the original and replacement tickets being used, the licensed capacity of the venue may be compromised. If replacement tickets are being issued, we may charge you a reasonable administration fee.

Please keep your tickets in a safe place once you receive them. Elrow will not be held responsible for any lost or stolen ticket. Please note that direct sunlight or heat can sometimes damage tickets. The ticket must be kept in a dry place, away from heat.

It is your responsibility to check your tickets; mistakes cannot always be rectified, although we will inform you before the purchasing process begins about the technical means at your disposal to identify and rectify mistakes in the provision of data.

You are entitled to a seat of an equal value to that stated on your ticket. We, the venue or the Promoter reserve the right to provide alternative seats (both before or during the event) to those initially allocated to you or specified on the tickets.

restrictions

When buying your tickets in elrow, you are limited to a specified number of tickets for each specific event. This number is included on the first purchase page and is verified with every transaction. This policy is in effect to discourage unfair ticket buying practices. Tickets may be restricted to a maximum number per person, per credit card and, for some events, a restriction may apply per household. We reserve the right to cancel tickets purchased in excess of this number without prior notice.

You accept not reselling or transferring your tickets if prohibited by law. In addition, Promoters may prohibit the resale or ticket transfer for some events. Any resale or transfer (or attempted resale or transfer) of a ticket in breach of the applicable law or any restrictions imposed by the Promoter shall be grounds for seizure or cancellation of that ticket without refund or other compensation.

Unauthorised resales or attempted resales of a ticket shall constitute an electronic fraud offence, pursuant to article 248 of the Spanish Criminal Code. This article is punished with penalties of up to six years’ imprisonment, and is related with the use of this electronic payment system to purchase tickets, in any of the following circumstances:

  • Facilitating false information about the buyer or the payment card number.
  • Using information related to people other than the buyer.
  • Providing card numbers that do not match the buyer’s card.
  • Stealing other cardholders’ identity.
  • Using card numbers generated by using computer software or similar algorithms.

You may not combine a Ticket with any hospitality, travel or accommodation service and/or any other merchandise, product or service to create a package, unless formal written permission is given by us and the Promoter.

You are not allowed to use tickets for advertising, promotions, contests or raffles, unless formal written permission is given by the Promoter, provided that even if such consent is obtained, use of our trade marks and other intellectual property is subject to our prior consent.

event

It is under the User responsibility to ascertain whether an event has been cancelled or, where there has been a change, the date and time of an event. If an event is cancelled or rescheduled, we will use reasonable methods to notify you of the cancellation once we have received the relevant authorisation from the Promoter. We can not guarantee that you will be informed of such cancellation before the date of the event. Any changes occurring after the ticket sale start date, such as: rescheduling, change of venue, performers, cancellation of the event, etc., shall be the event Promoter’s exclusive responsibility. If there should be any change in an event or show, elrow commits to:

  • Post changes on its website as soon as they come to notice, in order for users to be duly informed.
  • Send a message to the email address or an SMS to the mobile telephone number provided by the user at the time of purchase informing about any such changes.
  • If the Promoter should decide to provide a money refund, elrow will inform the user of the procedure adopted by the Promoter to do so.

Please note that advertised start times of events are subject to change.

Tickets are sold subject to the Promoter's right to alter or vary the programme due to events or circumstances beyond its reasonable control without being obliged to refund monies or exchange tickets, unless such change is a substantial alteration as described in paragraph 8.4, in which case the provisions of this paragraph shall apply.

The Promoter is responsible for the standards of the event or show venue visibility, sound quality, comfort, accessibility, etc.

refunds

Occasionally, an event can be cancelled, rescheduled or altered by the team, performer or Promoter for a variety of reasons. Contact us for exact instructions.

Once you have purchased a ticket, it cannot be exchanged and there will be no refund of the price other than in the cases provided in the laws for the time being.

The inability to attend an event or show or a mistake made in buying the ticket or tickets are not valid grounds to claim a refund. The User shall not be able to exercise the right to withdraw or terminate, in accordance with the retail and consumer laws for the time being.

Cancellation
If an event is cancelled (and not rescheduled), you will be offered a refund of the sale price of your ticket(s), including the relevant per-ticket service charge. If an event takes place over several days and one or more day(s) is/are cancelled (but not all the days constituting the event), a partial refund only may be payable corresponding to the day(s) cancelled.

Elrow, as distributor, may exclusively proceed to cancel the tickets and therefore provide a money refund.

Rescheduling
Unless indicated otherwise in relation to a particular event, if it is rescheduled, you will be offered seats (subject to availability) of a value corresponding with your original tickets. If you are unable to attend the rescheduled event, you will be offered a refund of the sale price of your ticket(s) including the relevant per-ticket service charge. You must inform us within the time specified by us if you are unable to attend the rescheduled event; otherwise we may reconfirm your booking for the rescheduled date and you will not be entitled to claim a refund.

Substantial alteration
If an event is substantially altered, you will be offered an option to either reconfirm your order for the altered event or to claim a refund (of the sale price of your ticket(s) including the relevant per-ticket booking fee), within such time as specified by us. Failure to inform us of your decision may result in your order being reconfirmed by us for the altered event and you will not be entitled to claim a refund. A “substantial alteration” is a change which, in our and the Promoter's reasonable opinion, makes the Event materially different to the Event that purchasers of tickets, taken generally, could reasonably expect. The use of substitutes in theatre performances and/or any changes of: (i) any warm-up groups; (ii) members of a band; and/or (iii) the line-up of any multi-performer event (such as a festival) shall not be a material alteration.

To claim your refund, please apply in writing to: Entretenimiento Musical S.L. o Musicales Viladecans S.L. Av. d'Esplugues, 79, 08034 Barcelona (or to such other address as may be notified to you by us). You must enclose your unused tickets and comply with any other reasonable instructions from us. For accounting purposes your unused tickets must be received by us within 28 days from the date of the cancelled event.

You can check all the information regarding changes and cancellations on any of our events on the changes and cancellations page.

In the case an event is cancelled, the refund may be made within fifteen days of the date on which the same was publicly communicated. Beyond this deadline, no refunds will be accepted.

Online purchases and Box office purchases:
The ticket price will be automatically refunded to the credit card used for the purchase within approximately 3 to 15 business days. The refund shall arrive within 3 to 10 business days of our notice to you. If you want to make sure that the refund has arrived, you should check the bank statement for the (debit or credit) card used for the purchase.

If you have purchased any Item associated with an event which has been cancelled, rescheduled or substantially altered (such as car parking or travel) and a refund of the ticket monies is due to you in accordance with this clause 8, then in addition to the purchase price of such Item purchased from us, we will refund the per-Item service charge.

These General Purchasing Terms do not and shall not affect your statutory rights as a consumer. For further information about your statutory rights, contact the Spanish Agency for Consumer Affairs, Food Safety and Nutrition (AECOSAN).

Unless being aplycable by our cancellation, rescheduling or substantial alteration policies, tickets cannot be exchanged or refunded after purchase.

liability

Personal plans including travel, accommodation or hospitalities related to the Event which have been arranged by you are at your own risk. Neither we nor the Promoter will be liable to you for any loss of enjoyment or wasted expenditure.

Elrow and the Promoter will only be liable for any bodily injuries and property damages and losses where they are due to wilful misconduct or negligence for which it is answerable by law.

Nothing exposed in these General Purchasing Terms seeks to exclude or limit our or the Promoter liability for death or personal injury caused by our or the Promoter (as relevant) negligence, fraud or other type of liability which cannot by law be excluded or limited.

admission and attendance

The venue reserves the right to refuse admission to or when users breach any terms and conditions of the event or Promoter. The venue may on occasions have to conduct security searches to ensure the safety of the patrons. The ticket or tickets are issued in accordance with the rules and regulations of the venue and the event Promoter. Full details will be available to the user at the venue box office. The breach of any of those rules and regulations, or any other action potentially causing a damage, loss or harm, shall entitle the venue or the event Promoter to expel the user from the venue. In any case, elrow recommends and refers the buyer to the rules established in each case and for each event by the Promoter of the specific event or show from time to time.

Every effort to admit latecomers will be made during breaks in the event, but admission cannot always be guaranteed.

There will be no pass-outs or re-admissions of any kind.

The unauthorised use of photographic and recording equipment is prohibited. Any photos, videos and/or recordings may be destroyed or deleted. Laser pens, mobile phones, dogs (except guide dogs) and a patron's own food and drink may also be prohibited (please check with the venues' policy).

You and other ticket holders consent filming and sound recording as members of the audience.

Prolonged exposure to noise may damage your hearing.

Special effects which may include, without limitation, sound, audio visual, pyrotechnic effects or lighting effects, may be featured at an event.

complains and queries

If you have any queries or complaints regarding your purchase, please contact us, stating the order number given to you at the conclusion or order placement.

As we sell Items on behalf of Promoters, we may need to contact them for more information before responding to your complaint. Some complaints can take up to 28 days to resolve, but we will get back to you as soon as possible.

In the case of dispute, we shall use our reasonable endeavours to consult or negotiate in good faith, and attempt to reach a just and equitable settlement satisfactory to you, us and the Promoter.

miscellaneous

All these Terms and Conditions are regulated by Spanish Law and any disputes arising out of any transaction with elrow are subject to the exclusive jurisdiction of the Spanish Courts.

These General Purchasing Terms and the general contract provisions hereof together with the specific provisions established, if any, expressly regulate the relationships arising between elrow and third parties (hereinafter “users”) purchasing through the website www.elrow.es.

These General Purchasing Terms have been drawn up in accordance to the provisions of Information Society Services and Electronic Commerce Act 34/2002, 11th July, General Contract Terms Act 7/1998, 13th April, Legislative Royal Decree 1/2007, 16th November, approving the consolidation of the General Consumer and User Defence Act and other ancillary laws, and Retail Act 7/1996, 15th January, and such other legal provisions as may apply.

If one or any clause in these general terms should be declared to be fully or partially invalid or ineffective, that invalidity or ineffectiveness shall only affect that clause or such portion thereof as shall be invalid or ineffective, and the general terms shall otherwise subsist, taking any such clause, or the affected portion thereof, as not having been included.