In the provision of the services, Fourvenues never acts as the organiser of the Events published on its Website, nor does it participate in any phase of their organisation. Consequently, Fourvenues will not be responsible in any case for the cancellation, total or partial, nor for the modifications that could suffer these Events, whose decision will depend ultimately on the own Promoters of such Events.
By virtue of the foregoing, claims related to the Events organised by the Promoters, or to their modification or cancellation, total or partial, must be addressed directly by the Users to the Promotors of the Events.
Likewise, Fourvenues informs Users that, in accordance with current consumer regulations, the right of withdrawal of consumers is not applicable, as said right of withdrawal is specifically excluded by the regulations applicable to the provision of services related with leisure activities, specifically article 103 section I) of the Royal Legislative Decree 1/2007, of 16 November, which approves the revised text of the General Law for the Defence of Consumers and Users and other complementary laws.
Without prejudice of the foregoing, Users may request a total or partial refund of the amount paid for the Tickets when the Event is suspended or substantially modified, except in those cases in which the suspension or substantial modification occurs once the Event has begun and is due to force majeure.
For cases in which Users are entitled to request a refund of the amount paid for the Ticket(s), or part thereof, the following provisions shall apply:
- Total Cancellation of the Event: Shall be understood to be the definitive and total cancellation of the Event, as long as the cancellation is not due to force majeure and without notification of a new postponed date for the celebration of the Event. In case of the total cancellation of an Event, the User may request a total or partial refund of the purchase price from the corresponding Promoter, and the Promoters must also refund the corresponding management fees incurred by the Users when purchasing the Tickets. In the same way, Promoters, as organizers, will be responsible to proceed with the refund of the corresponding refunds and any claim associated with them by a total cancellation. In addition, it is the responsibility of the Promoters to proceed to the refund of the corresponding amounts within the deadlines that, in each case, are determined by the applicable state or regional regulation, Fourvenues not being liable for refunds made by the Promoters outside the legally established deadlines which, in any case, may never exceed fourteen (14) calendar days from the communication of the cancellation of the Event. Notwithstanding the foregoing, Fourvenues will collaborate as much as possible in the refund processes and will make its Platform available to the Promoters and Users so that the corresponding refunds can be managed through the latter.
-Partial cancelation of the Event: it will be understood that there is a partial cancellation when, in an Event which duration is greater that twenty-four (24) hours, at least one (1) of the days of the Event is cancelled without there being a cause of force majeure for said partial cancellation. In this case, the User may claim from the Promoter the partial refund of the amounts corresponding exclusively to the day or days affected by the cancellation, as well as, when appropriate, the corresponding management fees. Notwithstanding that refunds may be made, as the case may be, through the Website, the Website is exonerated from any liability related to the refund of the amounts corresponding to a partial cancellation of the Event, the responsibility for which shall lie solely with the Promoter as organiser of the Event, who shall proceed to make the corresponding refunds with a maximum period of fourteen (14) calendar days from the communication of the partial cancellation of the Event or, in the event that prior communication has not been possible, from when the partial cancellation of the Event has taken place.
- Substantial modification of the Event: shall be understood as any modification that causes the Event to differ substantially from the Event that Users could reasonably expect in general and provided that there is no force majeure. A substantial modification shall not be understood as an alteration in the start time of the Event. In the event of a substantial alteration of an Event, Users may choose to confirm their attendance at the modified Event in the new circumstances resulting therefrom or, instead, to request the Promoter to refund the prices of the Ticket(s) purchased, within the period set for this purpose (Promoter shall not take in any case more than fourteen (14) calendar days from the User’s communication of their request for refund to proceed with the refund). Furthermore, the Promoters shall be obligated to refund not only the amount paid by Users for the price of the Tickets, but also the corresponding management costs, in accordance with the applicable regulations. In the event that the User does not communicate within the established period of fourteen (14) days that he/she wishes to request a refund of the paid amount, it will be understood that the order is confirmed for the modified Event and, consequently, he/she will not be entitled to request the refund of the amount of the Ticket(s) purchased.
- Price error: In the event that errors are detected in the price(s) of the Ticket(s), the User will have the right to be informed as soon as possible by the Promoter of the Event and without undue delay, so that the User can decide whether to continue with the purchase at the correct price (making the additional payment) or to cancel the order. In case that the User decides to cancel the order, he/she will be entitled to a refund of the amount paid for the ticket(s), including, where applicable, the management fees paid, within fourteen (14) calendar days from the date of the communication of the error.
In any of the above cases, the customer service team of Fourvenues will attend the communications received by the Users related to this type of circumstances, answering as quickly and efficiently as possible and trying to speed up the communication between the User and the Promoter to achieve the fastest possible resolution in the necessary cases.
The impossibility to attend an Event or making a mistake at the time of entering any data throughout the process of purchasing Tickets to an Event, will not be grounds of a refund, nor will adversely weather conditions that do not prevent the Event from taking place.
Without prejudice to the fact that the corresponding refunds may be made, where applicable, through the Website, Promoters will be responsible for the reimbursement of the corresponding amounts within fifteen (15) days from the public communication of the cancellation of the Event. Refunds will be made to the account associated with the bank card used in the process of purchase of the Tickets.
Fourvenues makes available to the Promoters the possibility of activating, for the Events they wish to, the “Guarantee your Ticket” system, through which the final Users may, upon payment of an additional amount of the Ticket(s) purchased, which will be shown as Final Price before proceeding to its payment, request the refund of the amount paid for the Ticket(s) in the event of not being able to finally attend the Event in question.
Therefore, and without prejudice to the provisions of the previous Stipulation, in those Events in which the Promoter has activated the “Guarantee your Ticket” system offered by Fourvenues, the Users may request a refund of the amount paid for the Ticket(s) if they are unable to attend the corresponding Event.
To this end, End Users must: (i) send a written request to this effect to Fourvenues by the means indicated during the purchase process; (ii) that this request is sent within the stipulated period, of which the User will be previously informed during the purchase process and; (iii) that the Users send all the information required for this purpose, of which they will also be informed prior to contracting the “Guarantee your Ticket” system.