Terms & Conditions

Sec. 1 Eligibility / Registration

In order to be eligible for participation in the Platform, it is necessary to complete the prescribed registration process including the correct provision of all requested information on the respective registration form. Registration is free of charge except for any telecommunication costs which may occur.

Only persons aged 18 and over with unlimited legal capacity, as well as legal entities, are entitled to register. There is no right to be granted access to the Platform and Ticketgol reserves the right to block specific Users from accessing and using the Platform if it has grounds to believe that the User has infringed these Terms of Use or any applicable regulations and legislation.

Users are obliged to provide correct and complete information during the registration process. Users shall not pretend to be a different person, use a name which they are not entitled to use or infringe third-party rights in any other way in the context of the registration process.

If incorrect information is provided during registration, Users may be permanently or temporarily excluded from using the Platform, also upon expiry of a deadline where required.

Access to the Platform is protected by an individual password, if the registration is made via an email address. A new individual password may not be required in the event that registration is performed via login using social media accounts for each User. Maintaining the safety of their password is the sole responsibility of the Users. We recommend changing the password at regular intervals. Passwords must not be passed on to third parties. To increase password security, it should only be used to access the Platform and to use the services offered on the Platform. Users are solely responsible for all actions carried out using their password. We encourage Users to immediately change their password should it have become known to unauthorised parties.

With each use of the Platform, the Users undertake to comply with the rules stipulated in these Terms of Use. Non-compliance with the Terms of Use may lead to a temporary or complete exclusion from the Platform.

A transfer of the user account to a third party is only admissible with Ticketgol’s prior consent.

Sec. 2 Ticketgol’s Role

Please note that Ticketgol merely provides a technology Platform to bring together Sellers and Buyers of tickets for Events and neither hosts Events nor sells tickets, nor gets involved in the performance of the contract between the Buyer and the Seller with regards to the tickets in any other way. Ticketgol does not take title to the underlying ticket and the actual transactions are between the Buyers and Sellers. Once the Buyer and Seller have entered into a transaction, all transactions are covered by the Ticketgol Protect programme.

Ticketgol is an independent entity from the organizers of the Events, and the use of a trademark for the sole purpose of identification of an Event cannot be interpreted as representing a partnership with the organizer. In the case of the existence of a partnership and/or agreement with organizers, it shall be expressly mentioned on the Platform.

There is no charge for the registration of Users on the Platform. Ticketgol will take a fee from the Seller and/or Buyer during each transaction for providing the Platform. The fee will be paid by the Seller and/or Buyer and this might be a fixed sum per ad, order, a percentage or part of the transaction amount.

Ticketgol does not hold the Seller’s funds or proceeds in its own account.

Unless stipulated otherwise in these Terms of Use, Ticketgol will not assume the role of a mediator in disputes between Users or in the context of the enforcement of the fulfilment of claims between the Users. Ticketgol shall enforce its Ticketgol Protect programme to guarantee the transactions on the Platform as outlined in these Terms. Moreover, Ticketgol shall be entitled to impose fines on Users who breach these Terms, as described herein.

Ticketgol is entitled to technically edit offers posted by Users so that these can also be displayed on mobile devices or software applications of Ticketgol or third parties. Ticketgol shall be entitled to enforce price caps on specific Events or whole jurisdictions, and it may be legally required to do so.

Sec. 3 Principles of Platform Use

Minors, meaning persons under the age of 18, are not eligible to use the Platform unsupervised and we request that minors do not submit any personal information to us. If you are under the age of 18, you may only use this Platform in conjunction with the authorization and under the supervision of your parents or legal guardians.

Users are not permitted to carry out advertising, including self-advertising and links, on the Platform, i.e. on or from the offer pages.

Insofar as Ticketgol has not granted its express consent, the Users undertake not to use any data of other Users which is accessible on the Platform or has come to their knowledge due to the use of the Platform in any way unless the data use serves the purpose of performing the contract. It is not permitted to use such information and data for advertising, unsolicited emails, other unwanted communications or for other purposes which go beyond the purpose which serves the Platform.

The Users are not entitled to evade Ticketgol’s fee structure and to reallocate the incurred costs between each other.

Ticketgol does not recognize or endorse the activities of coupon and cashback-based publishers within its Platform without its explicit consent. This includes, but is not limited to, affiliates, partners, or third-party entities engaged in the distribution or promotion of coupons, cashback offers, or similar incentives related to transactions conducted on the Platform. Ticketgol reserves the right to disregard any transactions or purchases facilitated by coupon or cashback-based publishers, without assuming any liability or obligation.

The Users should not, based on information obtained from the Platform directly or indirectly, take direct contact with the Seller via email, phone, or social media to do deals and agreements outside of the Platform, to evade fees for transactions. This will result in being blocked from the Platform and Ticketgol might withhold funds. Contact between Seller and Buyer to fulfil agreement and delivery is allowed to the extent such contact cannot be handled via the Platform or messaging tool provided by the Platform.

Some payment methods allow for charges to be done only in certain currencies. If the Seller account of our payment processing partner does not support this currency, an exchange fee may apply.

Users agree to utilize the Platform in accordance with applicable legislation and regulations. Ticketgol reserves the right to take legal action against Users that breach these applicable provisions, impose penalties and claim any damages incurred by Ticketgol.

Ticketgol and/or NEXORA HUB PORTAL – FZCO may conduct Know-Your-Customer (KYC), Know-Your-Business (KYB), Anti-Money Laundering (AML), sanctions screening, fraud prevention, and identity verification procedures in accordance with applicable laws, competent authority requirements, payment partner requirements and internal compliance obligations. Users agree to provide all requested information and documentation for such purposes. Failure to provide such information may result in suspension, restriction, withholding of funds, refusal of payout, cancellation of transactions, or termination of the User’s account.

Users shall not:

(i) scrape, extract, harvest, copy, monitor or reuse Listings, Events, prices, availability information, images, ticket information or any Platform data

(ii) use bots, crawlers, scripts, automated purchasing systems, artificial means or automated listing tools to access or interact with the Platform

(iii) reverse engineer, reproduce, exploit, interfere with or bypass Platform infrastructure, security systems or technical measures

(iv) reproduce, use or exploit Event information, organizer content, trademarks, logos, images or materials without authorization

(v) create automated transactions, purchases, listings or artificial traffic.

Ticketgol reserves the right to suspend Users, remove content, block access, withhold funds and take legal action in relation to any such conduct.

Anti-Scraping / Anti-Bot Policy

Users shall not use bots, crawlers, scraping tools, automated scripts, AI agents, data mining tools or similar technologies to access, monitor, copy, extract, reproduce or exploit any content, listings, prices, availability, user data or information available on the Platform without prior written consent from Ticketgol. Ticketgol may suspend accounts, block access, retain funds and pursue legal remedies in case of violation.

Sec. 4 Content Moderation

We take the quality of content on our Platform seriously to ensure a safe and fair experience for all Users. To achieve this and considering that Users are able to create Events and Listings on the Platform, we have implemented a simple flagging system that allows you to report any content that you believe may violate our rules or legal requirements. In our Platform, Users are able to flag both Listings and Events.

We encourage organizers to also utilize our flagging system, as it ensures a case-by-case analysis and provides the opportunity to the User who created the Event or Listing to oppose the flagging by providing its own arguments.

Users may flag a Listing due to: (i) the Listing infringing price gouging laws; (ii) an absence of or inadequate ticket details; or (iii) a copyright infringement of the Listing. In addition, Events can be flagged due to: (i) a copyright infringement of the Event; (ii) the Event being subject to legal resale restrictions; or (iii) containing erroneous information.

Ticketgol shall examine the flags indicated by the Users and decide in its sole discretion and on a case-by-case basis whether or not to take down the Listing or Event from the Platform. In the case that Users disagree with the final decision, they may contact Ticketgol or use any dispute mechanism that may be available under applicable law. Ticketgol may refuse to engage with repeated or abusive complaints, or complaints that have already been resolved concerning the same information and the same grounds of alleged illegality or incompatibility of content.

Trusted flaggers may utilize the flagging system or contact us at the following email address: [email protected]

Sec. 5 Data Protection & Privacy

Ticketgol has put in place a Privacy Policy and a Cookie Policy through which Users are informed about the type, extent, place and purpose of the collection, processing and use by Ticketgol of the personal data required for the registration for the Platform, as well as the cookies that Ticketgol uses on the Platform, in accordance with applicable data protection legislation.

Within the framework of their registration on the Platform, the Users have the option to consent to the receipt of newsletters regarding current trends, developments and offers of Ticketgol. Such consent may be withdrawn vis-à-vis Ticketgol at any time with effect for the future.

Sec. 6 Term, Termination, Exclusion of Users

The contractual relationship between Ticketgol and the User commences upon activation of the user account.

The User’s relationship is unlimited in time and can be terminated by either party to take effect at the end of the calendar month at any time in written form observing a notice period of one month. The termination of the user relationship with Ticketgol shall not affect the contracts concluded between the Users via the Platform.

After the termination, the User will no longer have access to his/her account and the data stored therein. The Users’ rights pursuant to applicable data protection legislation, in particular regarding information, remain unaffected.

Each party remains entitled to terminate the contract without notice for an important reason. In case of a breach of these Terms of Use, of statutory provisions or of third-party rights, Ticketgol shall be entitled to take adequate steps to end the breach or to remove its consequences, such as to immediately block individual content or Users, temporarily or permanently, or to change or remove content. Such measures may also take the form of warnings, suspensions of use or termination of the participation in the Platform and/or denial of access to the Platform. The respective User’s legitimate interests, in particular whether and to which extent the User is responsible for the breach, will be fully taken into account by Ticketgol.

Sec. 7 No Guarantee of the Platform’s Correctness and Availability

Ticketgol does not make any guarantee that the Platform will always be available. The User will be able to access the Platform on an "as is" and "as available" basis.

Furthermore, Ticketgol makes no warranty and will not assume any responsibility for the correctness or completeness of the statements made and the information posted by the Users; in particular, Ticketgol does not check the correctness and completeness of the data and information provided by the Users with respect to the Events and the respective tickets.

Ticketgol does not guarantee that a User will be able to post a ticket for resale after acquiring it on the site

Users, and in particular Buyers, are encouraged to follow the press and other media in respect to the Event in order to learn of any date changes or cancellations in due time.

Sec. 8 Liability

Claims for damages by Users against Ticketgol are generally excluded. However, this exclusion does not apply to claims by Users for damages caused by a breach of statutory duties arising from:

Injury to life, body, or health; Breach of significant contractual obligations; Other damages resulting from a violation caused by intentional or grossly negligent acts of Ticketgol.

Significant contractual obligations refer to obligations necessary for achieving the contract’s purpose. In cases of violation of such obligations, Ticketgol’s liability is limited to foreseeable damages typically associated with the contract under instances of simple negligence, unless the User claims damages related to life, body, or health.

Moreover, to the maximum extent permissible by law, Ticketgol, including its service providers and licensors, is not liable for:

Special, indirect, or consequential damages; Loss of profits, goodwill, reputation, or other intangible losses; Damages related to User’s access, inability to access, or use of the Site or Services; Harmful software acquired from the Site, Services, or linked sources; User-generated content or third-party content; Duration or presentation of listed tickets on the Site or Services.

Furthermore, to the extent permissible by applicable law, and unless explicitly stated under these Terms, Ticketgol’s liability to the User or any third party shall be limited to the higher of: (i) the disputed fees’ amount, not exceeding the total fees paid to Ticketgol in the preceding 12 months before the liable action; or (ii) €500.

The limitations and exclusions stated in this Section also extend to the Company’s legal representatives and agents in case claims are directly made against them.

The provisions of applicable product liability laws remain unaffected by the aforementioned.

Sec. 9 Indemnification Clause

The Users shall hold harmless and indemnify Ticketgol against any claims asserted by other Users or other third parties against Ticketgol regarding infringements of their rights with respect to the tickets they offered on the Platform and other content posted on the Platformby the breaching User, including breaches of duties to provide information in the context of distance selling or any other applicable consumer protection obligations. This shall not apply if the User is not responsible, in the sense of negligent or intentional behaviour, for the infringement. Should claims be asserted by third parties, the User is obliged to immediately provide Ticketgol with the correct and complete information required to assess the claims and to defend against them.

Sec. 10 Notices and Contact

Ticketgol remains at the disposal of its Users, event organizers and all public authorities. Therefore, it has set the following channels for direct communication:

For Users and any third party who may wish to contact us with regards to Listings, orders, fraud prevention, tickets, customer support, and any other issue concerning usage of the Platform, please contact us at: [email protected]

For public authorities and organizers who may wish to contact us with regards to any legal matters, please contact us at: [email protected]

For any matters regarding our collection and processing of personal data, please contact us at: [email protected]

Sec. 10A Force Majeure

Ticketgol shall not be liable for delays, interruptions, suspension of services or non-performance caused by events beyond its reasonable control, including natural disasters, governmental actions, war, terrorism, cyberattacks, internet failures, pandemics, strikes, payment provider disruptions or organizer actions.

Sec. 11 Final Provisions

The relationship between Ticketgol and the Users shall be governed by the laws of the United Arab Emirates and the applicable regulations of Dubai and the Dubai Integrated Economic Zones Authority (DIEZA). If the User is a consumer, this choice of law clause shall apply subject to any mandatory consumer protection provisions applicable in the jurisdiction of the User’s habitual residence where such provisions cannot legally be excluded.

For some specific Events, Users might not be able to buy or sell tickets if they are resident or are currently staying in certain countries due to legal restrictions in those jurisdictions. The User will in these cases be asked for his or her address and needs to confirm domicile and current whereabouts.

If the User operates a commercial business or if the User is a legal entity under public law or a special fund organised under public law, the competent courts of Dubai, United Arab Emirates, shall have jurisdiction in respect of all disputes arising out of the relationship between Ticketgol and the User.

If any provision of these Terms of Use or a provision within the framework of any other agreement is or becomes invalid, this shall not affect the validity of the other provisions or agreements.

Ticketgol is neither obliged nor prepared to participate in any dispute resolution proceedings before a consumer conciliation board, unless required by applicable law.

Users shall not publish knowingly false, defamatory or misleading statements regarding Ticketgol. Nothing in this clause limits a User’s right to provide truthful reviews, report legal claims, cooperate with authorities or exercise statutory rights.

Additional operational policies, including Ticketgol Protect Policy, Seller Policy and other operational policies published by Ticketgol, may form integral parts of these Terms and Conditions.

Sec. 12 Payment Processing Partners

Ticketgol hereby informs the Users that it has entered into agreements with third-party financial entities to facilitate transactions and process payments on the Platform. These entities are independent from Ticketgol.

The use of their services by any User is subject to their own terms and conditions:

Stripe: https://stripe.com/legal

Ticketgol may also use any other payment processing partner, financial institution, acquiring bank, payment gateway, verification provider, fraud prevention provider or compliance service provider as deemed necessary for the operation of the Platform, the processing of payments, the prevention of fraud, and compliance with applicable laws and regulatory requirements.

Sec. 1 Listing and Concluding the Sale of Tickets

Ticketgol is entitled and may be legally required to impose sales price caps or other restrictions for Events and/or Sellers based or domiciled in specific locations. The Seller will receive information regarding which Events are affected by such caps or restrictions on the Platform during the selling process or by notification or email.

Tickets for Events which violate statutory provisions, or which breach common decency, must not be offered on the Platform. Other restrictions, for example tickets for non-adjacent seats or seats directly behind each other, will be displayed to the Seller in due course during the selling process.

The posting of a ticket on the Platform constitutes a binding offer for the conclusion of a contract between the Seller and the potential Buyer to acquire the tickets at the price determined by the Seller or offer accepted by the Seller. The Seller will remain bound by his/her offer up until the date of the Event. A change, for example of the sales price, or withdrawal of offers posted by the Seller is possible via the Platform and any withdrawal or change will only take effect upon the time of such withdrawal or change. Should the Seller be unable to withdraw or change the Listing because of any reason, including website errors or network issues, he/she is obliged to inform Ticketgol without any undue delay by email or via the online chat system.

A purchase contract regarding tickets is also concluded if the Seller accepts a proposal of the Buyer via the Platform for the ticket already posted by the Seller, within the timeframe set by the Buyer for the proposal.

Should the Seller realise after a purchase was concluded that the offer contained an obvious error, such as a mistake in the expression or content, he/she may, without prejudice to his/her statutory rights, send a written request to Ticketgol to correct or delete the purchase, stating the reasons for such request. Unless granted by a statutory right, the Seller has no entitlement to have the respective purchase changed or deleted.

Ticketgol hereby advises Sellers that they may become liable to pay damages and penalties to Buyers and Ticketgol if a contract is not duly performed. Any such damages shall be calculated solely by Ticketgol and might also include damages to Ticketgol, as well as costs related to the resolution of the matter. Minimum damages to be compensated by the Seller shall, in any case, equal 100% of the sale price for the sold tickets and shall include any delivery fees and Ticketgol fees. In certain cases, damages and penalties may exceed 100% of the sale price and may reach up to 300% of the sale price. This might be the case in the event that market prices are highly volatile, forcing Ticketgol or the Buyer to pay substantially more to replace the original tickets.

Ticketgol shall evaluate such instances utilizing past market data and shall apprise the Seller in the event that it considers the concurrence of such circumstances. Ticketgol shall afford the Seller an opportunity to provide input prior to reaching a final decision.

Sec. 2 Seller’s Warranties and Representations

Upon posting an offer on the Platform, the Seller guarantees that he/she is entitled to sell and to transfer the posted tickets to the Buyer. In particular, the Seller guarantees that the sale is not subject to statutory restrictions, or any restrictions imposed by the organiser of the Event, and that the Seller is entitled to transmit the tickets on the secondary market.

Moreover, the Seller shall warrant that all relevant information, concessions, or limitations necessary for the Buyer to take a qualified purchase decision are duly specified in the Listing. If the tickets are also offered for sale on other websites and are no longer available due to a sale on a third-party platform, the tickets must immediately be deleted from the Platform. Ticketgol hereby advises Sellers that they may become liable to pay damages to Buyers and/or Ticketgol.

By posting an offer on the Platform, the Seller warrants and represents that he/she has not used any automated bots, false information, misuse of someone else’s identity or any other illicit means in order to buy the tickets offered from the organizer or another reseller. Tickets for some Events might not be legally offered from some countries and/or in some currencies. Restrictions will be displayed in the sell process and adherence to this needs to be confirmed before submitting a Listing. Violation of this will result in a permanent ban from the Platform.

The Seller represents and warrants that the Event data and information provided in the offer,for example age restrictions, and on the tickets is correct and complete, in particular withrespect to the original price, date, area, row, seat and category, including restricted view,potentially restricted view, space for a wheelchair, wheelchair bay, wheelchair access, of theticket. If tickets are for special fans for a team, this must be added in the concessions. TheSeller shall also provide the Buyer with all information, data, and documents, including anygeneral terms and conditions of the Event’s organiser, regarding the Event. Furthermore, anyinformation regarding the tickets and the characteristics of the tickets must be provided in anobjective fashion. Subjective comments and assessments, such as "premium view" or "bestcategory", shall be avoided, unless specifically named by the organizer of the Event.

Upon registering and posting tickets, commercial Sellers undertake to comply with allapplicable consumer protection provisions including pre-contractual information duties andany information duties relating to withdrawal, cancellation, refund or consumer rights whichthe Buyer may have under applicable mandatory law. The Seller may use the free text fieldduring the creation of the offer for this purpose. In addition, the Seller may specify specificterms for its Listing. The specific terms of the Listing cannot conflict with these Terms, and incase of conflict, these Terms shall prevail. Ticketgol may suspend or delete offers of theSeller if Ticketgol receives notice of unlawful behaviour of the Seller, in particular withregards to the Seller’s compliance with consumer protection rules.

Sec. 3 Modification of the Listing

The Seller grants Ticketgol authorization to modify a Listing if the Category, Section and/orConcessions do not correspond to the optimal information structure for the Listing page onTicketgol and/or are not added correctly by the Seller. Ticketgol may aid the Seller to modifyany prices or settings of the Listing and shall inform Sellers of any applicable price caps.Seller will receive information by email if a Listing has been modified by Ticketgol. It is theSeller’s obligation to check the modified Listing and, if necessary, pause/delete the Listing inthe event that it does not correspond to the correct characteristics of the tickets. The Sellermay also contact Ticketgol if changes to a ticket Listing are required

Any change from the Seller in ticket type, category, section, row, or seat needs to beaccepted by the Buyer in writing, including by email, and any such agreement shall beforwarded/uploaded to Ticketgol upon fulfillment without undue delay along with informationon partial refund if applicable. Ticketgol fees will not be refunded.

Should reasonable doubts arise after the posting of a ticket on the Platform regarding itsauthenticity or the Seller’s right to dispose of the ticket, Ticketgol shall be entitled to deletethe respective offer, upon prior consultation with the Seller where required.

Sec. 4 Seller’s Responsibility and Liability

The Seller shall hold Ticketgol harmless of any claims by third parties, including any legaldefense cost such as attorney fees, derived from the breach by the Seller of any of therepresentations contained in Section 2 of the Special Conditions for Sellers. In particular, theSeller shall be liable in the event that he/she is not entitled to legally sell and transfer thelisted tickets to a Buyer. This is in addition to any further compensation deemed appropriatedue to damages or harm incurred to Ticketgol’s image and reputation.

The Seller is responsible for any chargebacks received via card schemes for reasons ofnon-delivery, product not as described or similar reasons. Ticketgol might withhold fundsfrom the Seller’s account if Ticketgol has reason to believe that such a chargeback is likely.Funds can be withheld for up to 120 days from Event date.

Ticketgol shall also be entitled to withhold funds in the event that it has reasonable grounds to believe that the Seller is involved in fraud or other illegal activities. Ticketgol shall, in this case, ask for verification details and/or further information from the Seller.

Ticketgol shall have the right, due to privacy and contractual obligations towards third parties, including financial partners, not to disclose details of specific grounds for withholding funds other than referring to the sections above.

It is the Seller’s responsibility to always have a zero or positive balance with Ticketgol or our payment processing partner. In case the account becomes overdrawn and is in minus, it is the Seller’s obligation to adjust the balance at the latest within 14 days. Any credit accepted by Ticketgol as part of its Trusted Seller programme will not be counted as negative balance before due according to agreement.

The Seller authorizes Ticketgol to debit any account or card registered on the Seller on the Platform. In the event that Ticketgol is unable to debit the Seller’s account or card, it shall issue an invoice to the Seller which shall be paid within thirty (30) natural days upon receipt. Ticketgol shall be entitled to charge interest on the outstanding amount at a rate of 1% per day, accruing daily from the due date of payment until the outstanding amount is fully settled.

Contractual relationships with respect to the purchase of the tickets will exclusively arise between the respective Seller and the Buyer who accepted the offer.

In order to protect both the Buyer and the Platform, Ticketgol shall have the right to impose fines and penalties in the event that a Seller breaches the Terms of Use contained herein. In particular, Ticketgol shall have the right to impose a penalty of 100% of the sale price if the Seller fails to deliver the tickets to the Buyer or has delivered tickets which were invalid or fraudulent. In the event that Ticketgol, at its own discretion, considers that the Seller acted in bad faith, the penalty applicable may rise up to 300%. Ticketgol’s ability to impose fines shall only be limited by statutory restrictions and shall evaluate the adequacy and amount to be fined on a case-by-case basis.

Sec. 4A Chargeback Liability

The Seller acknowledges that Ticketgol, acting as merchant of record or as facilitator of payment transactions on the Platform, may be subject to chargebacks, payment reversals, and associated scheme penalties initiated by Buyers, card networks, or payment processors in connection with transactions processed through the Platform. The Seller shall be fully liable for all chargebacks, reversals, and associated processing fees, scheme fines, and administrative costs arising from transactions linked to tickets or services listed by the Seller, regardless of the reason assigned to the chargeback by the card scheme or payment processor.

Ticketgol may recover chargeback amounts, together with any applicable processing fees, penalties, or scheme fines, from the Seller at any time up to one hundred eighty (180) calendar days following the date of the relevant Event, or such longer period as may be required under the rules of the applicable card scheme, the agreements with Ticketgol’s payment service providers, or applicable law. The Seller expressly agrees and authorises that Ticketgol may deduct such amounts from any funds held on behalf of the Seller — including sale proceeds, Rolling Reserve, and any other balances — without further prior notice.

Ticketgol shall have no obligation to contest, dispute, or represent any chargeback on behalf of the Seller, although it may elect to do so at its sole discretion. Any decision by Ticketgol not to contest a chargeback shall not affect the Seller’s liability for the relevant amount.

Sec. 4B Right of Set-Off

Ticketgol shall have the right, at any time and without prior notice to the Seller, to set off, deduct, or withhold any amounts owed by the Seller to Ticketgol — whether arising from chargebacks, refunds, platform fees, fines, penalties, damages, indemnification obligations, or any other liability incurred under these Terms of Use — against any funds held by Ticketgol or its payment processing partners on behalf of the Seller. This right of set-off applies to all funds held in connection with the Seller’s account on the Platform, including but not limited to accumulated sale proceeds, Rolling Reserve funds, and any other balances standing to the credit of the Seller.

The exercise of Ticketgol’s right of set-off shall not limit, waive, or prejudice any other right or remedy available to Ticketgol under these Terms of Use or applicable law. Where funds held by Ticketgol are insufficient to satisfy the Seller’s outstanding liability in full, the Seller shall remain personally liable for the remaining balance and shall settle the outstanding amount within five (5) business days of written demand by Ticketgol.

Sec. 4C Tax Indemnity

The Seller shall be solely and exclusively responsible for the determination, calculation, invoicing, collection, reporting, and timely remittance to the relevant tax authority of all taxes applicable to its sales, listings, and activities conducted through the Platform, including but not limited to value added tax ("VAT"), goods and services tax ("GST"), digital services tax, withholding taxes, income taxes, and any other local, national, or supranational fiscal levies that may apply to the Seller’s transactions, whether arising in the United Arab Emirates or in any other jurisdiction (collectively, "Taxes").

Ticketgol does not provide tax, accounting, or legal advice, and makes no representation as to the Seller’s Tax obligations in any jurisdiction. The prices and amounts displayed or paid out through the Platform shall not be construed as inclusive of any Taxes unless expressly stated otherwise.

The Seller shall indemnify, defend, and hold harmless Ticketgol and its affiliates, officers, directors, employees, and agents from and against any and all claims, assessments, demands, penalties, interest charges, costs, and expenses — including reasonable legal and professional fees — arising from or in connection with the Seller’s failure to comply with its Tax obligations in relation to its use of the Platform or the transactions concluded therein.

Where Ticketgol is required by applicable law to withhold or remit any amount in respect of Taxes on payments made to the Seller, Ticketgol shall be entitled to deduct such amounts from the Seller’s payouts or from any funds held on the Seller’s behalf, without further prior notice to the Seller.

Sec. 5 Payment Processing Seller Account and Seller Checks

Ticketgol utilizes the services of financial partners to process the payments and funds of transactions occurring on the Platform, as well as to comply with its KYC, KYB, AML, sanctions screening, fraud prevention and identity verification obligations.

Stripe Payments Europe Ltd., another applicable Stripe entity, or any other Stripe entity applicable to the relevant transaction, "Stripe", may be one of the main providers of payment services for Sellers on the Platform. These are subject to the Stripe Connected Account Agreement which includes the Stripe Terms of Service, hereinafter collectively referred to as "Stripe Agreements".

The payment services are described in the Stripe Services Agreement or terms of any other payment processing partner and in particular include the creation of a Seller account, "Seller Account", which can be used for payments, return debits, for example in case of credit card fraud by the Buyer or in the context of the Buyer protection programme "Ticketgol Protect", and refunds within the framework of the Platform use. Please refer to the Seller FAQs for further details regarding payment processing

Sellers can only be admitted to the Platform and create a Seller Account if they accept the applicable payment processing partner agreements within the framework of the registration process. Sellers undertake not to name any other account for Buyers to transfer payment than to the Seller Account.

As a precondition to be able to use Stripe or other payment services, it is necessary that: (i) Sellers provide Ticketgol with full and complete information regarding themselves and, where applicable, their business; and (ii) that such information, including information on transactions in connection with the use of the payment services offered by the payment processing partner, is processed by Ticketgol pursuant to these Terms of Use and the terms of use of the payment processing partner.

Ticketgol is entitled to inform Stripe or any other financial partner about any obvious cases of fraud, for example in case of credit card fraud. This may result in payments being transferred back from the Seller Account.

Ticketgol shall be entitled to use the services of any other payment processing partner with which it has an agreement and request that the Seller’s funds are also processed through this other payment processing partner. The Seller shall not have the right to unilaterally modify any concluded agreements with the Buyer or refuse delivery of the relevant tickets for any reason, including for Ticketgol’s choice of payment processing partner.

In certain cases, the Seller shall use an Intermediary Account. The use and transfer of funds from these Intermediary Accounts constitutes a higher cost to Ticketgol. Therefore, in these cases, the Seller shall only be allowed to request payouts of two hundred euros (€200) or more. Lower payouts shall only be allowed in exceptional cases, such as when the full amount available is lower than €200 or the closure of the Seller’s account with Ticketgol. In any case, the payout authorization for amounts under two hundred euros (€200) remains at the sole discretion of Ticketgol.

The Seller shall also be obligated to provide all necessary documents and information to Ticketgol to perform the necessary KYC, KYB, AML, sanctions screening, fraud prevention and identity verification checks as required by applicable regulatory requirements, whether these checks are performed and processed by Ticketgol itself or by one of its partners.

Ticketgol and/or NEXORA HUB PORTAL – FZCO may refuse, delay, suspend or cancel onboarding, transactions, payouts or account access where required or deemed necessary for compliance with applicable laws, competent authority obligations, payment partner requirements, fraud prevention obligations, sanctions screening, or internal risk management procedures.

Sec. 5A AML, Counter-Terrorist Financing and Sanctions Compliance

(a) General Compliance Obligations

The Seller represents, warrants, and undertakes on a continuing basis throughout the duration of its registration on the Platform that it shall, and shall procure that its directors, officers, employees, agents, and beneficial owners shall, comply with all applicable laws and regulations relating to anti-money laundering ("AML"), counter-terrorist financing ("CTF"), and financial crime prevention, including but not limited to the applicable laws and regulations of the United Arab Emirates, the European Union, and any other jurisdiction in which the Seller is established, operates, or in which Buyers purchasing from the Seller are located.

(b) Sanctions

The Seller represents and warrants that neither it, nor any of its directors, officers, employees, agents, or beneficial owners: (i) is listed on, or is owned or controlled by any person listed on, any sanctions list maintained by the Office of Foreign Assets Control of the U.S. Department of the Treasury ("OFAC"), the United Nations Security Council, the European Union, the Government of the United Arab Emirates, His Majesty’s Treasury of the United Kingdom, or any other relevant sanctions authority (collectively, "Sanctions Authorities"); or (ii) is incorporated, established, domiciled, or ordinarily resident in a country or territory that is the subject of comprehensive territorial sanctions administered by any of the Sanctions Authorities (collectively, "Sanctions"). The Seller shall not use the Platform, directly or indirectly, to facilitate any transaction that would violate applicable Sanctions or that benefits any person or entity subject to Sanctions.

(c) Suspicious Activity and Fund Freeze

Where Ticketgol, its payment service providers, or any competent authority identifies, flags, or reasonably suspects that a transaction processed through the Platform may constitute, facilitate, or be connected to money laundering, terrorist financing, fraud, evasion of Sanctions, or any other financial crime, Ticketgol shall be entitled, at any time and without prior notice to the Seller, to: (i) immediately suspend processing of the relevant transaction or transactions; (ii) freeze all or any part of the funds held on behalf of the Seller, including the Rolling Reserve and any accumulated sale proceeds; (iii) file a suspicious activity report or make any other disclosure to the relevant competent authority as required or permitted by applicable law; and (iv) take such further steps as may be required by law or as Ticketgol deems reasonably necessary in the circumstances. The Seller acknowledges that Ticketgol may be prohibited by applicable law from disclosing to the Seller the fact that a report or disclosure has been made.

(d) No Liability for Freeze or Delay

Ticketgol shall not be liable to the Seller for any loss, damage, cost, or expense of any nature arising from the freezing of funds, restriction of account access, suspension of payment processing, or delay in releasing any amounts where such action is taken in good faith in connection with Ticketgol’s AML, CTF, or Sanctions compliance obligations, or pursuant to the instructions of a competent authority, a payment service provider, or an acquiring bank.

(e) Cooperation and Document Production

The Seller undertakes to promptly provide Ticketgol with any information, documentation, or declarations reasonably requested in connection with AML, CTF, KYC, KYB, or Sanctions screening procedures, within the timeframe specified by Ticketgol in its request. Failure to provide the requested information within the stipulated timeframe may result in the immediate suspension or termination of the Seller’s account, the withholding of any funds held on behalf of the Seller, and the reporting of the matter to the relevant competent authority where required by applicable law.

Sec. 5B Reliance on Financial Institution and Payment Processor Instructions

The Seller acknowledges and agrees that Ticketgol’s ability to process, hold, release, transfer, or refund payments through the Platform is at all times subject to the terms and conditions, operational policies, risk decisions, and instructions of Ticketgol’s payment service providers, acquiring banks, card scheme operators, and other financial institutions engaged by Ticketgol in connection with the operation of the Platform (collectively, "Processors").

Ticketgol shall be entitled, without incurring any liability to the Seller, to act upon the instructions of any Processor — including but not limited to instructions to freeze or withhold funds, reverse or recall transactions, delay or suspend payout processing, require additional documentation, or terminate payment processing services in respect of the Seller’s account — without prior notice to the Seller where such notice is not required or is not practicable in the circumstances. The Seller shall have no claim against Ticketgol for any loss, damage, or cost arising from any action taken by Ticketgol in good faith compliance with Processor instructions. Nothing in this Section shall limit Ticketgol’s rights under Sec. 4B (Right of Set-Off) or any other provision of these Terms of Use.

Sec. 5C Industry Fraud Information Sharing

The Seller acknowledges and expressly consents to Ticketgol sharing information relating to the Seller’s account, transactions, activity history, and behaviour on the Platform — including data indicative of fraud, elevated chargeback rates, suspicious activity, policy violations, or patterns associated with financial crime — with the following categories of recipients, where reasonably necessary for the purposes set out below:

(i) Ticketgol’s payment service providers, acquiring banks, and payment processing partners, for the purposes of fraud prevention, risk assessment, and compliance with payment scheme rules;

(ii) card scheme operators, including Visa, Mastercard, and any other applicable network, in connection with chargeback investigation, dispute resolution, or scheme-level fraud reporting obligations;

(iii) other ticketing platforms, secondary market operators, and online marketplaces participating in industry-level fraud prevention programmes or shared negative database initiatives; and

(iv) specialist risk intelligence providers, identity verification services, and fraud prevention technology providers engaged by Ticketgol in connection with the security and integrity of the Platform.

Such sharing shall be carried out in accordance with applicable data protection legislation, including where relevant the UAE Federal Decree-Law No. 45 of 2021 on Personal Data Protection and, where applicable, the EU General Data Protection Regulation (Regulation (EU) 2016/679), and solely for the purposes of preventing, detecting, investigating, and reporting financial crime, fraud, and abuse on the Platform and across the industry.

The Seller agrees that Ticketgol shall incur no liability to the Seller in respect of any consequence, loss, or damage arising from any action taken by a third party recipient on the basis of information legitimately shared under this Section, provided that such sharing was carried out by Ticketgol in good faith and in compliance with applicable law.

Sec. 6 Payment to the Seller, Violation of Duties of the Seller

Prior to the expiry of the payment period pursuant to paragraph (2) or in case of paragraph (3) of this Section, the Seller is not entitled to request payments of purchase prices from the payment processing partner or Ticketgol which were credited to the Seller Account. In case of a valid withdrawal of the Buyer from the purchase contract, for example in case of non-delivery of the tickets or in case of wrong or invalid tickets, and/or in cases in which the Ticketgol Protect procedure was initiated and completed to the detriment of the Seller, the Seller hereby already agrees to a reimbursement of the purchase price, including charges, shipment costs and/or damages, from the Seller Account to the Buyer and/or Ticketgol.

The purchase price, meaning ticket price plus shipment fee to be reimbursed, if any, credited to the Seller Account will be paid to the reference account upon request from the Seller via the Ticketgol User admin panel and made available within five (5) to eight (8) business days after the end of the Event unless the Buyer has initiated the Ticketgol Protect procedure.

The Buyer may initiate the Ticketgol Protect procedure for the ticket concerned and/or validly declare a withdrawal, for example because: (i) the Seller failed to ship the ticket in due time; (ii) the ticket does not correspond to the ticket ordered and the Seller cannot deliver the ticket ordered in due time or at all; or (iii) the ticket is invalid.

However, in these cases the payment amount will be immediately released to the Seller if: (i) the matter is resolved in favour of the Seller; or (ii) the procedure concerns the lack of delivery of the tickets and the shipment or delivery of the ticket(s) is registered within Ticketgol.

Ticketgol shall resolve the matter without any undue delay if: (i) the payment provider of the Buyer has effectuated a chargeback of the payment; or (ii) the Event has been definitely cancelled due to incidents, including the non-appearance of the person or group(s) of persons or unforeseeable causes like natural disasters, wars, uprisings, nuclear explosion, pandemic or terrorism.

The request for payout to bank accounts from the Seller’s profile normally takes between two (2) to ten (10) days to be approved and a further five (5) to ten (10) days to reach the Seller’s bank account. However, this might take longer to process in case of high traffic, compliance checks, fraud prevention reviews, payment partner requirements, sanctions screening or other unforeseen circumstances. For accounts outside of Europe or for Sellers outside of Europe or the UK, processing payouts might take substantially longer during and after big tournaments.

Ticketgol is entitled to declare a withdrawal from the purchase contract in the name and on behalf of the Buyer if the statutory preconditions or the preconditions under these Terms of Use exist. In the context of the withdrawal, the Seller, if he/she is responsible in this respect, is obliged to reimburse any shipment costs and charges incurred; these costs and charges will be debited from the Seller Account or set off against any balances from other ticket sales. Tickets already received by the Buyer must be returned to the Seller at the Seller’s expense unless such tickets are counterfeit. Any claims for payment of the purchase price shall lapse.

In case the Event has been cancelled and the Seller requires the tickets to receive the purchase price from the organizer or promoter, he/she shall immediately notify the Buyer and Ticketgol’s customer service without any undue delay after the Event has been cancelled.

In individual cases and upon request of the Seller, Ticketgol may reimburse the Seller for the purchase price without acknowledgement of any legal obligation, for example in case of credit card fraud by the Buyer and a related return debit of the Seller Account.

The Seller should not take direct contact with the Buyer via email, phone, or social media to do deals outside of the Platform. This will result in being blocked from the Platform and Ticketgol might withhold funds.

Payout Schedule

Notwithstanding the payment timelines set out in this Section, Ticketgol shall not be obliged to process or release any payment of net sale proceeds to the Seller earlier than fifteen (15) calendar days following the date on which the relevant Event has taken place (the "Payout Date"). Ticketgol reserves the right to withhold payment beyond the Payout Date pending confirmation that the Event has been successfully concluded and that no disputes, chargebacks, refund requests, or claims remain outstanding in relation to the relevant transactions.

Rolling Reserve

Ticketgol shall retain, as a rolling reserve, an amount equal to twenty percent (20%) of each Seller’s gross transaction volume processed through the Platform (the "Rolling Reserve"). The Rolling Reserve shall be held by Ticketgol and/or its payment processing partner for a minimum period of one hundred eighty (180) calendar days following the date of each relevant transaction, or such longer period as Ticketgol may determine at its sole discretion in accordance with its risk management policies and the requirements of its payment processing partners. The Rolling Reserve is intended to cover potential chargebacks, refunds, fines, penalties, or any other liabilities arising from Seller activity on the Platform. The Seller shall not be entitled to request the release of the Rolling Reserve prior to the expiry of the applicable retention period.

Reserve Freeze

In the event that Ticketgol, in its sole discretion, determines that a Seller poses an elevated risk — including but not limited to increased chargeback rates, disputed transactions, regulatory inquiries, insolvency risk, non-delivery patterns, or suspected fraudulent activity — Ticketgol may freeze up to one hundred percent (100%) of funds held on behalf of such Seller, including any Rolling Reserve and any accumulated sale proceeds, pending further investigation or resolution of the relevant matter. Such freeze may be effected without prior notice to the Seller where Ticketgol determines that prior notice would prejudice the integrity of the investigation or the protection of funds, or where required by Ticketgol’s payment processing partners or applicable law.

Reserve Extension

Ticketgol reserves the right, at its sole discretion, to extend the Rolling Reserve retention period beyond the standard one hundred eighty (180) calendar days where: (i) a chargeback, dispute, or regulatory investigation relating to the Seller’s transactions remains unresolved at the expiry of the standard period; (ii) the Seller’s account is subject to enhanced monitoring or risk review; (iii) Ticketgol’s payment service provider or acquiring bank requires a longer retention period; or (iv) applicable law or the instruction of a competent authority so requires. Ticketgol shall notify the Seller of any such extension in writing, save where prohibited by applicable law or the instructions of a competent authority.

Sec. 7 Ticket Delivery Information

The Seller can use the shipment options offered on the Platform.

As proof of shipment, the Seller is obliged to keep the shipment tracking number and to provide the Buyer and Ticketgol with this number upon request up to 6 months after the Event. The information regarding the shipment of sold tickets should also be added in the administration section of the Seller’s Ticketgol account. In case of delivery of mobile tickets directly sent to the Buyer, documentation of relevant information or download links should be kept as proof.

Ticketgol may, for Events considered to be high-profiled at Ticketgol’s discretion, require Sellers to provide proof of delivery, "POD", due to increased risk of fraud. For such Events, delivery shall not be considered fulfilled unless such POD is uploaded to the Platform. This can be confirmed delivery from courier company, screenshot of delivery confirmation and/or signed undertaking from Buyer of delivery. Attempted delivery will not suffice as fulfilment of order and proof of delivery.

If the tickets are delivered in person, the Seller shall only deliver directly to the Buyer or to a person duly authorized to receive the tickets on behalf of the Buyer. The Seller is obliged to check that the Buyer’s identity is correct and obtain a signature, and authorization with ID where required, confirming the receipt of ticket(s). It is the Seller’s responsibility to prove that the Buyer received the ticket(s) in case of a dispute.

When posting an offer, the Seller must provide information as to whether he/she is in possession of the ticket yet or not. In case of tickets which are not yet in the possession of the Seller, the in-hand date shall be indicated. The in-hand date shall mean the date on which the Seller receives or is expected to receive the tickets. If the in-hand date and time is later changed, the Seller is obliged to update it for the Listing. The in-hand date and time cannot be later than the latest delivery time. Latest in-hand date and time can be set by Ticketgol at any time for certain Events and tournaments based on publicly known details. Ticketgol will notify the Seller if such change was made for a specific Listing.

The Buyer and Seller can mutually agree to cancel the full order or part of any order and to refund the full amount, not including Ticketgol fees, or part of the amount. Any such refund can be initiated by the Seller according to the mutual agreement.

The indicated latest delivery time is relevant for the purchase contract with the Buyer. The Seller bears the risk of the tickets not being received in due time, unless the Buyer is clearly responsible for the non-receipt or delayed receipt. Any failure by the courier company to deliver in time is the Seller’s responsibility unless the Buyer refuses delivery. In case of courier shipment close to latest delivery time, the Seller shall ensure tickets will arrive in time to the Buyer’s address. If necessary, the Seller shall contact the Buyer to obtain information on any travel plans, especially if the Event takes place in another city than the Buyer’s registered delivery address.

Ticketgol shall notify the Seller as soon as the purchase price has been credited to the Seller Account. In addition, in the context of the aforementioned notification, the Seller will be requested to ship or deliver the tickets within the period promised in the offer and according to latest delivery times.

Sec. 8 Miscellaneous

In the case that the Event is postponed to another date or takes place at another venue, including the rescheduling of a cancelled Event, the purchase is still binding as long as ticket(s) are valid for the new date and/or venue. In such cases the Seller, upon request, must give proof that the original tickets are no longer valid and that there was no option to opt for this with the organizer of the Event.

If tickets sold are personalized by the organizer, it is the Seller’s responsibility to make sure that correct details are added to the tickets if the Buyer cannot do this. If the information is not supplied by the Buyer, it is the Seller’s responsibility to request information needed. It is also the Seller’s responsibility to assist in any changes if this is possible with the Event Organizer.

Ticketgol shares details of Buyer and Seller after Purchase. In particular, Ticketgol may be legally obliged to share identification details of the Seller to the Buyer, including, but not limited to, the Seller’s name and address.

The Seller confirms that he/she will not conduct transactions with the Buyer outside of the Platform and acknowledges that doing so could cause Ticketgol to take legal action against the Seller.

Sec. 8A Non-Circumvention

The Seller agrees that, during the term of its registration on the Platform and for a period of twenty-four (24) months following the termination, expiry, or deactivation of its account for any reason, it shall not, directly or indirectly, whether acting alone or in concert with any third party:

(a) contact, solicit, approach, or enter into any commercial arrangement or transaction with any Buyer, user, or third party who was introduced to, or became known to, the Seller through the Platform or through data, information, or communications obtained via the Platform, for the purpose of selling, distributing, transferring, or otherwise dealing in tickets, event access rights, or any related services outside of the Platform, without the prior written consent of Ticketgol;

(b) use any data, contact details, pricing information, or commercial intelligence obtained through the Seller’s use of the Platform to circumvent, bypass, avoid, or reduce any fees, commissions, or other amounts due and payable to Ticketgol under these Terms of Use or any other agreement with Ticketgol; or

(c) establish, promote, finance, or participate in any arrangement, platform, or venture designed or intended to replicate, substitute, or compete with the Platform through the direct or indirect use of data, contacts, market information, or commercial relationships derived from the Seller’s activity on the Platform.

Any breach of this Section shall entitle Ticketgol to immediately suspend or permanently terminate the Seller’s account, withhold and apply towards damages any funds held on behalf of the Seller, and pursue all available legal remedies, including compensation for lost commission revenue and reputational harm, calculated at Ticketgol’s sole reasonable discretion.

Sec. 1 Conclusion of Contract

The posting of a ticket for an Event on the Platform constitutes a binding offer for the conclusion of a contract between the Seller and the Buyer to buy the tickets at the price determined or accepted by the Seller.

A contract between the Seller and the Buyer regarding the purchase of the tickets shall be deemed concluded upon acceptance of the offer by the Buyer. The Buyer accepts the binding offer by placing the order via the "Buy now" button on the Platform.

A contract between the Seller and the Buyer regarding the purchase of the tickets shall also be deemed concluded if the Buyer submits a binding counteroffer for the ticket to the Seller via the Platform function and if the Seller accepts this offer within the offer deadline after receipt of the counteroffer.

Prior to submitting the binding counteroffer, the Buyer must provide his/her payment data for the processing of the purchase contract. However, the Buyer shall not be charged for the offer made unless the Seller accepts such offered price for the relevant ticket(s). Prior to submitting the order, the Buyer has the possibility to recognise and correct incorrect entries.

After the conclusion of the contract, a change or withdrawal of the acceptance by the Buyer shall not be possible.

Cancellation requests initiated by the Buyer after conclusion of the contract are not guaranteed.

Ticketgol may, at its sole discretion, assist the Buyer in resale, relisting or transfer of tickets without any obligation to do so.

Refunds shall only be granted where tickets are successfully resold, mutually agreed by Seller and Buyer or where required under applicable mandatory law.

The Buyer has no statutory right of revocation, cancellation or withdrawal with respect to the purchase of tickets if a specific date or period is scheduled for the Event, except where otherwise required by applicable mandatory consumer protection laws.

The Buyer of a ticket is not entitled to assert any claims vis-à-vis Ticketgol or Stripe pursuant to Section 3 of the Special Conditions for Sellers.

Sec. 2 Price, Charges and Payment Methods

The Total Price consists of: (i) the price of the tickets, "Sales Price"; (ii) the Ticketgol electronic service fee, amount depending on the type of the Event, type of ticket or venue of the Event; (iii) shipment and delivery costs, if any; and (iv) the charge/fee to be paid for the use of a specific means of payment, "Total Price". The Total Price includes any applicable VAT.

The Buyer is obliged to pay the Total Price if a contract has been concluded. Total Price means the total price including any platform fees, delivery fees or any other fees. The Seller shall define the sale price in the currency of his/her choice. The charged amount shall be in this currency and the Buyer acknowledges that there might be a difference in currency exchange rate used by his/her bank, should the Buyer use a different currency. Ticketgol will notify the Buyer of this if applicable in the checkout page.

The payment of the Total Price is due upon conclusion of the contract and is effected by debiting the Buyer’s credit card, debit card, direct debit or other payment services after the conclusion of the contract, or by the payment methods indicated on the Platform. Available payment methods may include Visa, MasterCard, Amex, Alipay, iDEAL, Bancontact, Giro Pay, or other payment methods made available on the Platform from time to time. Payment methods may be modified without updating these Terms.

Sec. 3 Withdrawal from the Purchase Contract, Ticketgol Protect

Without prejudice to his/her other statutory rights, the Buyer is entitled to withdraw from the purchase contract regarding the ticket without a requirement to observe a notice period if:

he/she has not received the ticket(s) and the ticket(s) have not been sent by the indicated latest delivery time, as long as the Buyer notified Ticketgol of such failure and was given reasonable time to investigate the case, and unless the Seller agreed upon a different delivery time with the Buyer or the Buyer is responsible for the non-receipt or delayed receipt;

the ticket(s) do(es) not correspond or are not equal to the ticket ordered and the Seller cannot deliver the ticket ordered in due time or at all; or

the ticket is invalid and does not entitle the Buyer to attend the Event.

The Buyer can assert his/her rights via the Ticketgol Protect programme as follows:

I) Late delivery / Non-delivery

In case of a late shipment or delivery, the Buyer must notify such delay via the Ticketgol Protect programme within 5 days after the expiry of the delivery time. However, for tickets sold three (3) or more days before the Event, the Buyer shall notify Ticketgol, at the latest, two (2) days prior to the Event. For late orders, the Buyer needs to notify Ticketgol as soon as reasonably possible.

In case of non-delivery by a Seller, Ticketgol might be able to find another Seller with replacement of similar or better tickets for the same Event for the same price. Funds will then be refunded and reversed from Seller and transferred directly from Platform to the new Seller account. By agreeing and/or accepting replacement ticket(s), the non-delivered order is cancelled and a new contract is concluded between the Buyer and the new Seller.

Ticketgol may, at its sole discretion and subject to availability, facilitate replacement tickets of equal, comparable or better category, section, market value, seating quality, access rights or view.

Replacement tickets may differ in row, seat number, section, entrance, delivery method, format or location provided that Ticketgol reasonably considers them comparable or superior.

Acceptance, download, transfer, use or attendance using replacement tickets shall constitute settlement of the original delivery issue and fulfillment of Ticketgol Protect obligations regarding the original order except where otherwise required by mandatory law.

II) Tickets do not correspond

If the tickets do not correspond to the tickets ordered, such notification must be made within five (5) days after receipt of the tickets. However, for tickets sold three (3) or more days before the Event, the Buyer shall notify Ticketgol, at the latest, two (2) days prior to the Event. For late orders, the Buyer needs to notify Ticketgol as soon as reasonably possible.

III) Ticket is invalid

In the event that the tickets received by the Buyer are not valid and do not entitle the Buyer to attend the Event, the Buyer shall notify Ticketgol and the Seller without any undue delay, giving the Seller and Ticketgol a possibility to rectify the issue.

The Buyer shall report any access issue immediately upon occurrence and before leaving the venue whenever reasonably possible.

The Buyer shall cooperate with Ticketgol and Seller and provide evidence including photographs, screenshots, organizer communications, venue confirmations or rejection evidence where available.

Failure to report issues in real time may reduce Ticketgol’s ability to remedy the issue and may affect Ticketgol Protect eligibility.

If the tickets are invalid and Ticketgol is not able to find alternative tickets from another Seller, or the tickets are of worse quality, the notification must be made by the Buyer within five (5) days after the Event. The Buyer may have to provide further proof that the ticket did not entitle him/her to attend the Event. For the avoidance of doubt, any claim of non-receipt of ticket(s), invalidity of ticket(s) or rejection of entry to the Event must be made at the latest 120 hours, meaning 5 days, after the end time of the specific Event. Unless any such claim has been made, funds received will be made available to the Seller automatically.

Any claim made after five (5) days after the Event’s end time will not be considered by Ticketgol under the Ticketgol Protect programme and the Buyer shall hold Ticketgol harmless of any loss, including due to chargeback subject to different scheme rules and deadlines.

Withdrawal and claims according to this section must be done by submitting a claim in the account under "My purchases" and the relevant purchase. For assistance, please check our FAQ section or contact our support. In case of problems with posting a claim, for example technical platform issues, the Buyer must contact Ticketgol via email or chat as soon as possible to avoid the order being deemed fulfilled automatically.

After the notification of a claim via the Ticketgol Protect programme within the aforementioned deadline, the payment of the sale price to the Seller shall be blocked until the parties mutually declare that the matter is settled or until the matter is resolved by decision of Ticketgol at its sole discretion.

Ticketgol is entitled to declare a withdrawal from the purchase contract vis-à-vis the Seller in the name and on behalf of the Buyer if the statutory preconditions or the preconditions under these Terms of Use are fulfilled. Ticketgol is thus also authorised to accept declarations of withdrawal of the Buyer. The Buyer’s notification via the Ticketgol Protect programme shall be deemed as an instruction to exercise the Buyer’s right of withdrawal, unless stated otherwise by the Buyer and/or in the Buyer’s instruction.

In the event that the preconditions for a withdrawal are fulfilled, the sale price, including charges and shipment costs, will be reimbursed to the Buyer by the same means of payment used by the Buyer to acquire the tickets. If return shipment of the tickets is required, the reimbursement shall be deemed due after receipt of the respective tickets by the Seller.

The claim for reimbursement exists vis-à-vis the Seller. This user agreement does not establish any claims of the Buyer due to a withdrawal from the purchase contract vis-à-vis Ticketgol or other persons. In particular, the Buyer cannot request that Ticketgol or other persons assert any rights they are possibly entitled to vis-à-vis the Seller.

For the avoidance of doubt, the Buyer will not receive a refund for any ticket(s) which they fail to download, which are sent by courier in accordance with delivery terms, which the Buyer rejects delivery of, fails to rearrange delivery of or fails to collect from the courier company, or which the Buyer fails to receive on purpose or in breach of agreement with the Seller concerning delivery. The Buyer should actively seek to locate the ticket(s) in the case that the ticket(s) are missing, or the delivery is delayed by the courier company.

The Buyer and Seller may mutually agree to cancel the full order or part of any order and to refund the full amount, not including Ticketgol Fees, or part of the amount. Any such refund can be initiated by the Seller according to the mutual agreement after informing Ticketgol’s customer support team.

If the Event is postponed to another date or takes place at another venue, including the rescheduling of a cancelled Event, the Buyer is not entitled to a contractual right for reimbursement of the ticket price or any charges, neither vis-à-vis the Seller nor vis-à-vis Ticketgol, as long as the ticket(s) purchased are valid for the new date and/or venue.

For some Events, Ticketgol may offer a 150% Guarantee in case of non-delivery. This guarantee is only valid if the Buyer contacts Ticketgol immediately after the latest delivery time and gives Ticketgol a reasonable time to find a new Seller to replace the bought tickets. Any replaced tickets will be same or better category as purchased. Ticketgol may alternatively offer tickets of lower quality with a partial refund of the sales price. The full 150% refund will only be given in cases where such replacement is not possible.

Further details regarding the Ticketgol Protect programme and respective procedures are available under Ticketgol Protect.

Sec. 4 Insurance of Purchase

Any optional insurance or protection product offered by a third-party provider in connection with a purchase shall be governed exclusively by the terms of that provider, where applicable.