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Terms and Conditions of the Ticket Cancellation Service
The Ticket Cancellation Service guarantees the Ticket Buyer the Refund Amount of their Ticket in case they are unable to attend the Event as a result of any of the Circumstances indicated in the Terms and Conditions of the Service, only if the Ticket Cancellation Service was purchased during the buying process.
1 Circumstances eligible for refund:
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Sudden serious illness, serious injury or death of the buyer or any member of their immediate family.
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Any pre-existing medical condition affecting the Buyer, provided it has not been diagnosed, treated, or required hospital admission or outpatient treatment within the two (2) years prior to the ticket purchase.
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Medical quarantine of the buyer or their event companion. Generalized quarantines are excluded.
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Covid-19. Mass lockdowns, generalized travel bans or restrictions are excluded.
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Organ transplants.
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Surgical treatment.
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Theft or attempted theft, or severe damage caused by storm, fire or flooding of the habitual residence or workplace.
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Job dismissal after the ticket purchase.
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Starting a new job after the ticket purchase.
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Preventive police detention not associated with any criminal action by the buyer.
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Court summons or being called to serve as a juror.
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Being summoned to serve as a member of an electoral board.
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Official examinations.
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A trip won in a public draw, provided it coincides with the event dates.
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Mechanical damage or accident to the buyer’s vehicle occurring within 48 hours prior to the event date.
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Change of residence due to work reasons.
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Delay in the arrival of the public transport used by the Buyer to attend the event.
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Pregnancy complications or miscarriage.
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Summons for divorce.
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Summons for adoption.
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Visa rejection.
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Theft of the Buyer’s personal documents or luggage.
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Personal accidents suffered by the Buyer on public transport used to attend the event.
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Violent theft of the ticket.
2 Definition of Covered Circumstances:
Related to medical causes:
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Death, serious injury, or serious illness occurring in the 3 days prior to the event or continuing up to the event date, suffered by:
The ticket buyer
The buyer’s spouse
Close relatives of the ticket buyer
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If the ticket buyer is diagnosed with Covid-19 by a medical professional and ordered into quarantine by a medical professional.
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The birth of the buyer’s child within 5 days prior to the event.
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Cancellation due to pre-existing illnesses and pregnancy complications, provided the worsening occurs suddenly after the ticket purchase date. Pre-existing illnesses for which the buyer received treatment within 24 months prior to the ticket purchase are excluded.
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Pregnancy complications up to the seventh month of pregnancy occurring after ticket purchase and coinciding with the event dates. Complications during childbirth or pregnancy after the seventh month are excluded.
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Summons for an organ transplant for the ticket buyer or family members as defined in this policy, provided the transplant appointment is received after the ticket purchase and coincides with the event dates.
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Summons for surgical procedures for the ticket buyer or family members, provided the surgical appointment is received after the ticket purchase and coincides with the event dates.
Please note that for medical claims, the ticket buyer must present the corresponding medical certificate or accident/incident report.
Related to work/study:
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Job dismissal of the ticket buyer, not applicable in cases of contract termination, voluntary resignation, self-employment, or failure to pass a probation period. The ticket must have been purchased before written notification from the employer. The buyer must present a signed dismissal letter.
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Starting a new job in another company with a contract of at least one year, provided the job start date is after ticket purchase. A signed employment contract must be provided.
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Mandatory official examinations for public employment, either as a candidate or as a member of the examination board, announced after ticket purchase and scheduled during the event dates. Proof of exam date and time is required.
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Employee relocation involving a change of habitual residence of more than 150 km on the event date, excluding freelancers. Relocation must be notified after ticket purchase. Proof of reassignment must be provided.
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Being called as a member of an electoral board after ticket purchase and required to serve on the event date. Proof of date and time of the summons is required.
Related to transport:
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Breakdown or accident of the buyer’s or their spouse’s vehicle within 48 hours before the event that immobilizes it or makes attendance impossible. The vehicle must be taken to a repair shop, and a repair invoice must be provided.
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Delay of the public transport used to attend the event, provided there is at least a 2-hour gap between scheduled arrival and event start time. Official documentation certifying the delay is required.
Related to legal issues:
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Preventive or improper police detention not associated with any criminal action by the ticket buyer, occurring after ticket purchase and coinciding with event dates. A police report must be presented.
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Court summons involving the buyer as plaintiff, defendant, witness, or juror, received after ticket purchase and requiring presence on the event date. A copy of the official summons must be provided.
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The buyer receiving an official divorce summons. The buyer must provide a copy of the official document.
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Adoption proceedings coinciding with the event dates. Official adoption documentation must be provided.
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Visa denial despite the buyer presenting all required documents and having no legal impediment. A stamped and signed consular rejection letter is required. Visa denials due to missing documents or legal obstacles are excluded.
Related to theft:
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Theft, attempted theft, or any violent act suffered by the buyer or companions while traveling to the event, preventing attendance. A police report is required.
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Theft or robbery of physical tickets that prevents attendance. Online tickets are excluded. A police report is required.
Related to incidents at home or workplace:
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Severe losses due to theft, fire, flooding or explosion in the habitual residence or workplace within 7 days prior to the event. Damages must render the place uninhabitable or pose a serious risk. A copy of the damage report must be provided.
3 Exclusions
The Refund Amount will NOT be returned for cancellations resulting from:
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Pre-existing illnesses for which the buyer received treatment during the 24 months prior to ticket purchase.
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Childbirth and pregnancy complications occurring after the seventh month of pregnancy.
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Any claim in which the service provider or event organizer offers a voucher or partial refund under their own refund policy.
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The buyer’s refusal to attend the event.
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Any injury or illness that did not require treatment by a certified doctor.
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Psychiatric or mental disorders.
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Injuries or accidents occurring under the influence of alcohol (above legal limits) or drugs, unless prescribed.
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Any illegal act.
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Postponement, cancellation, relocation or abandonment of the Event by the artist, performer, promoters or organizers.
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Event cancellation due to weather conditions.
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Intentional self-inflicted injury, suicide or attempted suicide.
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Loss of the ticket(s).
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Loss (as opposed to theft) of identity documents.
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Intentional misconduct or fraud by the ticket buyer.
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Criminal proceedings against the ticket buyer.
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Civil or international war, riots, popular movements, acts or threats of terrorism, or any effects of radioactive sources.
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Tickets purchased after a government issues a notice preventing attendance at an event.
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Tickets purchased for professional purposes.
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Transport delays or breakdowns caused by strikes or labor conflicts announced before departure, or when alternative travel was possible.
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Liquidation or bankruptcy of the performer, artist, promoter or event organizer.
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Epidemics, pandemics, mass quarantines, event cancellations due to government restrictions or natural disasters.
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Loss resulting from war, invasion, hostile acts, civil war, rebellion, insurrection, usurpation of power, nationalization, confiscation, seizure or destruction by any government or public authority.
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Tickets resold by the event organizer after the original buyer cancelled and received a refund for a covered reason.
4 Definitions
The following words in bold and italics shall have the meanings indicated below:
Accident: Bodily injury resulting directly from a violent, sudden, external cause beyond the Ticket Buyer’s control, causing Death, Permanent Disability, or any other situation covered by this ticket cancellation service.
Accident shall include:
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Electric shocks and lightning.
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Poisoning, asphyxiation, burns or injuries caused by involuntary inhalation of gases or vapors, immersion or submersion, or ingestion of liquid, solid, toxic or corrosive substances.
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Infections where the pathogen entered the body through an injury caused by a covered accident, provided a proven causal link exists.
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Attacks not covered by the Insurance Compensation Consortium.
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Flight Coverage: accidents suffered while traveling as a passenger on a duly licensed air transport company aircraft, provided the aircraft is operated by licensed personnel and is (I) on a regular or charter flight between passenger airports, (II) parked on runways, or (III) performing maneuvers on said runways.
Ticket Buyer refers to users of ticket distribution platforms owned or used by the event organizers, who purchased a ticket to attend an event and are unable to attend due to situations covered by the ticket cancellation service.
Serious Illness: An illness that requires hospitalization for more than 24 hours or poses imminent danger of death, making attendance medically impossible.
Ticket(s): A ticket sold by the event organizer through a ticketing platform allowing entry to an event. Resold tickets are not covered.
Event refers to a music event or cultural exhibition taking place in Spain for which the organizer sells tickets to the public.
Family: Spouse, officially registered domestic partner (if unregistered, appropriate documents proving equivalent conditions must be presented), parents, parents-in-law, children, sons/daughters-in-law, siblings, siblings-in-law, grandparents, grandchildren, uncles and aunts, and nephews/nieces of the Ticket Buyer.
Refund Amount refers to the ticket price minus handling fees that the buyer is entitled to receive if unable to attend the event for reasons covered in these Terms and Conditions.
Handling Fees refers to the amount charged by the event organizer through the platform for providing the ticket cancellation service, including applicable taxes.
Serious Injury: Injury caused by an Accident that prevents the Buyer’s normal mobility or requires hospitalization for more than 24 hours, making attendance medically impossible.
Public Transport: Any licensed passenger transport service (land, sea, or air) for which the Buyer has purchased a ticket.
Event Organizer(s): Name of the Event Promoter
Platform refers to the online portal used by the event organizer to sell tickets that include the ticket cancellation service.
Ticket Price refers to the amount paid by the ticket buyer for the ticket on the platform, including handling fees and taxes.
Ticket Cancellation Service refers to the service provided by the event organizer to buyers who purchased this service, analyzing and validating the situation that prevents attendance and issuing the refund amount using the original payment method.
5 Claim Process
Once the consequences of the claim have been verified, the promoter shall pay the compensation outlined in these conditions, if applicable.
It is the responsibility of the ticket buyer to prove the existence of the claim to the event organizer through the established channels.
If both parties agree, the event organizer will pay the amount established in these conditions.
The ticket buyer may claim the refund amount under the ticket cancellation service provided that:
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The buyer is registered, has purchased a nominal and/or serialized ticket along with the ticket cancellation service on the organizer’s platform or authorized distribution platforms, and the ticket is valid at the time of the cancellation request.
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The buyer provides the necessary evidence or justification related to their cancellation request.
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The buyer has given explicit consent to the organizer (or third party acting on their behalf) to access personal information necessary to validate the claim and prevent fraud.
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The organizer validates that the buyer has registered the reason for non-attendance and provided all necessary information.
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The organizer refunds the buyer the refund amount.
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Once refunded, the ticket cannot be subject to any new claim by any other buyer.
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The organizer will proceed to pay the refund amount to the ticket buyer.
All information and evidence required by the organizer must be provided at the buyer’s expense and in the form and nature requested.
6 Fraudulent Claims
Submitting a claim that is dishonest, false or fraudulent in any way will result in denial of the claim.
7 Incident Reporting and Payment of Compensation
The Ticket Buyer must first review the terms, conditions and exclusions to ensure their claim is covered by the purchased cancellation service. Original invoices, receipts, official reports, tickets, agreements, credit/debit card statements and any other supporting documentation will be required, as well as explicit consent to access personal information necessary for fraud prevention.
Contact for reporting ticket cancellations:
The Ticket Buyer must contact SERVICIO DE ATENCION INCIDENCIAS SOLUTIONS, S.L. by email (ticketing@saincidencias.com) indicating:
Ticket Number
Circumstance causing cancellation
Purchase invoice under the buyer’s name
Depending on the incident type, the necessary documents will be requested to process the claim.