GENERAL TERMS OF USE
I. GENERAL PROVISIONS AND ROLE OF EVENTIM
For a better understanding of these General Terms of Use, certain terms have the following meaning:
"EVENTIM" - EVENTIM d.o.o., OIB 62317651193, Garićgradska ulica 18, Zagreb;
"Website" - EVENTIM website www.eventim.hr
"Organizer" - legal or natural person who organizes the Event and is responsible for its maintenance;
"Buyer" – a legal or natural person who purchases Tickets and/or other services through the available EVENTIM sales channels, provided that only a person who is a natural person and who acts outside his/her own, commercial, craft or other professional activity may have the status of a consumer, and in the event that the Buyer requests the issuance of an R1 invoice when purchasing tickets then the Buyer is not considered a consumer;
"User" – every visitor to the Website and/or user of EVENTIM services, including Customers;
"Ticket" – a printed document or a document in digital form that allows entry to a particular Event;
"Event" – a concert, festival, play, show, exhibition and other cultural, entertainment, sports or other events for which Tickets are sold.
These General Terms and Conditions of Use govern the terms and conditions of EVENTIM's business in terms of the methods and conditions of purchasing Tickets for various Events through the sales channels available for a particular Event, which may be the Website and authorized points of sale, and possibly others, as well as the terms and conditions of EVENTIM's business in terms of the methods and conditions of providing services to Users.
EVENTIM acts as an intermediary in the sale of Tickets on behalf of and for the account of the Organizer and through which it is possible to conclude a contract between the Buyer and the Organizer. The Organizer is responsible for the organization of the Event, the content and changes to the Event program, changes to the date or venue of the Event, possible cancellation of the Event, as well as all other obligations related to the individual Event.
EVENTIM is solely responsible for providing mediation services in the sale of Tickets through its sales channels and in no case can EVENTIM be considered a seller or organizer and thus not responsible for any obligations arising from the organization of the Event and the purchase and sale of Tickets.
By purchasing a Ticket through EVENTIM and using EVENTIM services, the User is deemed to be familiar with these General Terms and Conditions of Use and to accept them in full. By purchasing a Ticket, the Buyer also accepts the Organizer's terms and conditions related to the Event itself.
II. SERVICES TO EVENTIM AND THE ORGANIZER
EVENTIM, as an intermediary in the sale of Tickets for the Organizer, through its website, offers promotionally the products and services of the Organizer or Events, but EVENTIM is not the owner of these products or the provider of these services or is not the owner of the Event and therefore cannot be liable to Users for any potential shortcomings that may arise in connection with them, but the User can contact the Organizer directly for them. The conditions specified in the description of an individual Event represent an offer to conclude a contract that the Buyer accepts by purchasing a Ticket and are determined exclusively by the Organizer and EVENTIM does not have any liability for them. Accordingly, by accepting the Organizer's offer, the Buyer enters into a legal purchase and sale transaction with the Organizer.
At the same time, when purchasing a Ticket and concluding a contract between the Buyer and the Organizer, the Buyer also enters into a legal transaction with EVENTIM for the service of generating and issuing a Ticket, for which service EVENTIM charges a fee that is determined depending on the sales channel through which the Ticket is purchased and the price of the Ticket. The aforementioned fee represents a non-refundable one-time compensation for the costs incurred by EVENTIM for issuing the Ticket, including the costs of processing the order, generating, issuing and selling the Ticket. For the avoidance of doubt, the Buyer is not entitled to a refund in the event of cancellation of the Event and/or termination of the contract between the Buyer and the Organizer, as the aforementioned fee is paid for the service of generating and issuing the Ticket by EVENTIM, which has been fully provided at that time. EVENTIM will issue an invoice to the Buyer for the funds received as a fee.
Depending on the Event and the Buyer's selection, EVENTIM reserves the right to charge additional fees, in particular but not exclusively Ticket delivery costs, gift wrapping costs, service fees for Events outside the Republic of Croatia. All fees are clearly displayed to the Customer before confirming the Ticket purchase order.
EVENTIM reserves the right to refuse or suspend the provision of services to the User if it considers that the User has entered incorrect, inaccurate or false information using the Website and/or other sales channel, or that the information is in an inappropriate, illegal or otherwise unacceptable manner. way of using EVENTIM services. The User is responsible for the truthfulness of the content made available via the Website, as well as for any violation of copyright and other rights. EVENTIM may prohibit, remove or restrict access to the Website, including the user account of the User, if the User violates applicable regulations and/or these General Terms and Conditions of Use and/or the rights of third parties.
III. ISSUE AND PAYMENT OF TICKETS
In order to successfully purchase a Ticket via the Website, it is necessary for the Buyer to follow the steps provided, which include: selecting the Event, selecting the Ticket according to the price category and number of Tickets required, as well as selecting any additional options and/or services available, selecting the option to purchase a Ticket without registration or with registration depending on the Event, selecting the method of delivery of the Ticket and entering the required personal data, selecting additional options for the Ticket (ticket insurance, gift wrapping), selecting the payment method, and making the payment and confirming the purchase by EVENTIMA to the e-mail address specified when entering personal data. Depending on the individual Event, the purchase of a Ticket is also possible through the points of sale listed on the Website.
EVENTIM reserves the right to refuse or cancel an order to purchase Tickets in the event of: technical system errors, incorrectly displayed Ticket prices, unavailability of Tickets, suspicion of system abuse and/or suspicion of a possible criminal offence by the User.
A Ticket purchased via the Website can be paid for with a bank card and digital wallets (Google Pay, Apple Pay), and a Ticket purchased via available points of sale can be paid for with one of the provided payment methods of the authorized seller. Along with the Ticket, the Buyer is issued an invoice, which the Buyer is obliged to keep as proof of payment for the Ticket, without which a refund of funds is not possible in the event that the conditions for a refund of funds due to cancellation or postponement of the Event are met. For Customers from abroad, or from countries where the euro is not the official currency, when charging a credit card, the Ticket price amount displayed on the Website will be converted into local currency according to the appropriate exchange rate list of the credit institution, for which reason there may be a difference between the price indicated on the Website and the price amount that the Customer will pay.
IV. DELIVERY AND PICK-UP OF TICKETS
Delivery of Tickets in the case of purchase via the Website is possible in digital form via the Buyer's e-mail address and/or to the user mailbox of the registered Buyer on the Website, and depending on the Event and the Buyer's choice, delivery is also possible by registered mail, registered international mail (registered mail international) and via UPS express.
By selecting delivery of Tickets in digital form (e-Ticket), after receiving confirmation of the purchase of the Ticket, the Buyer receives the Ticket in pdf form to the e-mail address and/or to the user mailbox of the registered Buyer on the Website, and at the same time, in the event that the same is issued to the Buyer, also an m-Ticket in digital form, i.e. the QR code of the Ticket, and each Ticket has a unique QR code.
Delivery of Tickets by post (registered mail and registered international mail) is possible after receiving confirmation of the purchase of the Ticket, and the delivery time depends mostly on the postal services. The Buyer can request all information about the shipment within the Republic of Croatia via the Croatian Post. Delivery of the Ticket via UPS Express is available for the territory of the Republic of Croatia and Slovenia. EVENTIM is not responsible for the orderly and timely delivery of the Ticket to the Buyer by the postal services.
The Ticket can be collected at certain branches in the Republic of Croatia, and possibly at the box office on the day of the Event, all depending on the options provided for the individual Event and the selected method of collection, which will be specified when purchasing the Ticket for the individual Event. In the event that it is possible to collect the Ticket at the box office on the day of the Event and this option is selected, after payment for the Ticket and any additional fees has been made, the Ticket will be ready for collection at the EVENTIM box office at the Event venue, 1 hour before the start of the Event. In case of the possibility of collecting the Ticket at certain outlets in the Republic of Croatia and in case of choosing this option, the list of available outlets can be found here. In order to collect the Ticket at the box office on the day of the Event or at the specified outlets, the employee may request the Buyer's personal identification document.
In certain cases, depending on the decision and business policy of the Organizer, the delivery of the Ticket may be postponed and carried out immediately before the event (so-called delivery delay). Such delivery method is a common practice in the ticket sales industry, especially for events with increased demand, and is applied with the aim of protecting customers and the market from unauthorized resale, abuse of automated mass purchasing systems and ensuring a fairer distribution of tickets. After a successful purchase, the Buyer will be provided with a confirmation of purchase and a corresponding invoice, and the Ticket will be delivered to the Buyer in good time before the Event, within the time specified by the Organizer, and no later than 24 hours before the start of the Event, unless otherwise specified at the time of purchase. In any case, the delivery time of the Ticket may be changed without prior notice to the Buyer, if security protocols require it.
V. USE OF TICKETS
The Ticket, unless personalized, is valid for the first person who presents it at the entrance. Upon entering the Event, the Organizer has the right to check the validity of the Ticket by checking the Buyer's personal identification document and/or by visually checking the printed Ticket and/or by checking the e-Ticket and/or m-Ticket or by checking the Ticket code via a reader.
The Buyer is obliged to protect the Ticket from unauthorized use. Reproduction, sale or trading of the Ticket is strictly prohibited, unless expressly stated otherwise. Any attempt to use the Ticket that is contrary to these General Terms and Conditions of Use will result in the termination of the validity of that Ticket.
VI. TERMINATION AND REFUND
In accordance with Article 86, paragraph 1, item 12 of the Consumer Protection Act, the Buyer does not have the right to unilaterally terminate the Contract remotely (refund) given that the subject of the contract is the provision of leisure-related services, which occur at a specific time or in a specific period. EVENTIM is not liable in the event of loss or damage of the Ticket. If the Ticket was purchased through a point of sale, reissuance of the Ticket in the event of loss or damage is not possible, and if the Ticket was purchased through the Website, in the event that the Ticket can be reissued, EVENTIM reserves the right to charge a fee for reissuance of the Ticket as well as other accompanying fees.
EVENTIM acts as an intermediary in the sale of Tickets and does not participate in the organization of the Event nor can it influence the decisions on its holding. Decisions on cancellation, postponement, changes to the program or other important circumstances related to the Event are made solely by the Organizer, who is also responsible for deciding on any refunds of paid funds.
EVENTIM will, within its technical and operational capabilities and in cooperation with the Organizer, take reasonable measures to enable Customers to exercise their right to a refund in cases where this is provided for by the Organizer's decision or by applicable regulations. EVENTIM does not undertake the obligation to individually inform Buyers of changes related to the Event (including postponements or cancellations), and the Buyer is obliged to independently monitor relevant information via the official channels of the Organizer and the Website.
A refund of the amount of money paid for the Ticket may be provided to the Buyer only in the event of cancellation of the Event, significant changes in the dates of the event or significant changes in the program or key performers, all in accordance with the decision and terms and conditions of the individual Organizer, and never in the event of the Buyer's personal reasons for being unable to attend the Event.
In the event that the Buyer is granted a refund of the money paid, the Buyer may only be refunded the amount of the nominal price of the Ticket, and not additional costs paid, in particular but not exclusively delivery costs, fees for the service of generating and issuing the Ticket, gift wrapping fees and other related costs (e.g. travel expenses, accommodation etc.), with the mandatory presentation of the invoice for the purchased Ticket. The Buyer will be refunded only the amount of the Ticket price stated on the Ticket, regardless of the amount actually paid based on a change in prices by the Organizer or additional charges requested from the Organizer, unless the Organizer decides otherwise and independently refunds the Buyer the entire or partial amount of the Ticket price.
Refunds are generally made via the same payment method used for purchase, unless this is not possible for technical or operational reasons. EVENTIM may, on behalf of the Organizer, carry out the technical processing of the refund, including receiving and processing requests via appropriate communication channels. In the event of an approved refund of funds, EVENTIM may, based on the instructions of the Organizer and on behalf of the Organizer, if EVENTIM has not previously transferred the received funds to the Organizer's account, refund the funds to the Buyer for the purchased Ticket, in accordance with the Organizer's decision and applicable regulations.
In the event of an approved refund, the Buyer may be refunded, all in accordance with these General Terms and Conditions of Use and the conditions set forth by the not the Organizer, provided that no later than 2 months (except in the case where the Organizer has set a different date as the deadline for refund for a particular Event) from the date of notification of the cancellation of the Event, or another reason affecting the holding of the Event, for which the Organizer will approve a refund, return the Ticket to the point of sale with the receipt and/or EVENTIM will request the Buyer to cancel the Ticket (cross out the barcode on the Ticket or otherwise) and provide evidence of this to EVENTIM, unless the Organizer and/or EVENTIM determine otherwise. Otherwise, the Buyer may lose the right to a refund, unless otherwise provided by applicable regulations or a decision by the Organizer.
If the Organizer decides to change the time and/or venue of the Event, the Ticket may, regardless of the reasons for the change, be valid for the new date and/or venue of the Event, unless the Organizer decides otherwise. In the event of a cancellation, postponement or other change related to the Event itself, EVENTIM has no obligation or duty to notify the Buyers, but rather the Organizer's obligation.
VII. ADDITIONAL THIRD PARTY SERVICES
During the order and purchase of the Ticket, the User may be offered the option of contracting ticket insurance through an authorized insurance provider, as an additional service for a separate fee. In such a case, EVENTIM acts exclusively as a secondary intermediary in the distribution of such a service, and the insurance contract is concluded directly between the Buyer and the insurance company, with all rights and obligations arising from this relationship being governed exclusively by the insurance terms and conditions of that insurance company. The insurance terms and conditions are available to the User before concluding a contract with the insurance company (i.e. before confirming and paying the insurance fee) and apply regardless of these General Terms and Conditions of Use. The User is obliged to carefully familiarize himself with the content and scope of coverage, including any limitations and exclusions, before accepting the offer of the insurance company. EVENTIM has no obligations towards the User in relation to the aforementioned ticket insurance, nor is it in any case responsible for the proper and timely performance of the obligations of the insurance company and/or for the exercise of the User's rights arising from the insurance contract.
During the order and purchase of a Ticket, the User may be offered the possibility of transportation with the Ticket, which is specified in more detail with the Event for which the possibility of transportation is provided, as well as information about the transportation organizer. The terms and conditions of the transportation organizer are available to the User for each individual Event and apply regardless of these General Terms and Conditions of Use, and the User is obliged to carefully familiarize himself with the content and scope of this service before accepting the offer of the transportation organizer. EVENTIM is not a transportation service provider and has no obligations towards the User in relation to the aforementioned transportation, nor is it in any case responsible for the proper and timely performance of the obligations of the transportation service provider and/or for the exercise of the User's rights arising from the aforementioned transportation.
In the event of any additional services and/or offers from third parties and/or the Organizer that may be offered to the User with the Ticket, EVENTIM has no obligations towards the User in relation to the same, nor is it in any case responsible for the proper and timely performance of the obligations of third parties and/or for the exercise of the User's rights arising from the agreement on these services and/or relationships.
VIII. ADDITIONAL EVENTIM SERVICES
For a better user experience, EVENTIM enables its Users to create and use a user account via the Website. In order to use certain services provided by EVENTIM, including the purchase of certain Tickets and access to additional functionalities of the Website, the User may be required to open a user account. When registering a user account, the User is obliged to enter accurate, complete and up-to-date information and, if necessary, update it in a timely manner, and in the event that the user account has been successfully activated, the User will receive confirmation via the specified e-mail address. The User is responsible for the accuracy of the data provided and bears all consequences that may arise from providing incorrect or incomplete information. The User account is personal and non-transferable. The User is obliged to maintain the confidentiality of his access data, including the user name and password, and is fully responsible for all activities undertaken through his user account. In case of suspicion of unauthorized use of the account or a breach of security, the User is obliged to notify EVENTIM without delay. EVENTIM reserves the right, at its own discretion, to refuse registration of a user account, temporarily restrict or permanently terminate an existing user account, in particular in case of violation of these General Terms of Use and/or suspicion of abuse and/or fraudulent actions and/or actionse contrary to applicable regulations. The User may at any time request the deactivation or deletion of the user account, except to the extent that its continued management is necessary to fulfill legal obligations or protect the legal interests of EVENTIMA. The processing of personal data in connection with the user account is carried out in accordance with applicable regulations on the protection of personal data and the EVENTIMA Data Protection available on the Website.
Through his user account, the User can use the "FanReport" through which he can write a review of the Event he attended, and the terms of participation can be found on the Website here.
EVENTIM may enable its Users to purchase an EVENTIM gift voucher that can be used for all Events, as detailed on the Website. An EVENTIM gift voucher issued by EVENTIMA can only be used until the expiration date indicated on the gift voucher. In the event that the value of the selected service or Ticket is lower than the nominal value of the gift voucher, the difference in price is not paid or can be exchanged for money or another form of compensation. If the entire amount of the gift voucher is not used when purchasing a Ticket, the remaining amount remains with the Buyer and can be used for the next purchase via EVENTIM within the validity period of the gift voucher. After the expiration of the validity period, the gift voucher can no longer be used. In the event of approval of a refund by the Organizer, the Buyer will be paid the amount of the Ticket price less the amount of the gift voucher used when ordering the Ticket.
EVENTIM may enable its Users to participate in the "FanBonus" loyalty program, which is described in more detail on the Website, and on the basis of which the User is entitled to a bonus in the amount of a certain percentage of the value of the purchases made, in accordance with the program rules. The bonus earned is recorded in the user account and is periodically awarded in the form of a gift voucher (voucher) that can be used for future purchases within the validity period specified when issued. The bonus cannot be exchanged for money or transferred to third parties. EVENTIM reserves the right to change the terms of the program, the method of calculating the bonus, the terms of use or terminate the program at any time, without prior notice. In the event of termination of the User's participation in the program or deletion of the user account, the unused bonus ceases to be valid, while already issued gift certificates (vouchers) are valid until the expiration of the specified deadline.
EVENTIM also provides Customers with the option of "gift wrapping" for certain Events only in the case of choosing to deliver Tickets by mail, with the possibility of choosing the provided themes and paying a fee for the specified service when paying for the Ticket.
EVENTIM, through the EVENTIM.Streaming platform, may provide Users with access to content that is transmitted or distributed via the Internet. The EVENTIM.Streaming platform is an online service that allows Users to view and/or access Events, live broadcasts, recordings of Events or other digital content, via electronic communication networks. By purchasing access to such content, the User acquires a limited, non-transferable and time-limited right to access the content exclusively for personal use, in accordance with the terms of the specific Event or digital content. EVENTIM acts as a provider of the technical platform, while the Organizer or other right holder is responsible for the content, its quality, availability and legality. EVENTIM does not guarantee uninterrupted access or the absence of technical difficulties that may arise due to circumstances beyond its control, including problems with the Internet connection, the User's devices or external service providers. The User is responsible for ensuring appropriate technical conditions for using the platform, including a compatible device, software and a stable Internet connection. Any unauthorized recording, reproduction, distribution or other use of the content available via the EVENTIM.Streaming platform, contrary to applicable regulations or without the consent of the right holder, is strictly prohibited. Also, the Organizer may provide Customers with its own STREAMING link for certain Events, in which case EVENTIM only collects the Customers' email addresses to which a link with a password for accessing it will be sent.
EVENTIM reserves the right at any time, at its own business discretion, to modify, restrict, temporarily suspend or permanently terminate individual functionalities or additional EVENTIM services. This applies in particular to additional digital and user services, including, but not limited to, the additional services listed under this point and other accompanying or auxiliary EVENTIM services, including additional services via the Website. EVENTIM may take such measures without prior notice to Users, in particular in caseswhen necessary for technical, security, regulatory or business reasons. By using the aforementioned services, users accept that the availability of certain services is not permanently guaranteed and that their modification or termination does not constitute a breach of the contractual relationship or any basis for claiming damages.
IX. LIABILITY AND FORCE MAJEURE
EVENTIM provides a Ticket purchase mediation service, while the organization of the Event is carried out by third parties, in particular the Organizer, or on their behalf and for their account.
EVENTIM makes reasonable efforts to ensure the availability and proper functioning of the Website, but does not guarantee uninterrupted operation or the absence of technical difficulties, errors or security risks. In the event of technical disturbances, system maintenance or other operational reasons, EVENTIM reserves the right to temporarily restrict or suspend access to the Website, without prior notice.
EVENTIM does not assume responsibility for the proper and timely fulfillment of the obligations of the Organizer or other third parties. In cases where EVENTIM charges for a Ticket on behalf of and for the account of the Organiser, the contractual relationship with regard to the Event arises directly between the Customer and that Organiser. EVENTIM does not act as a seller nor does it assume legal responsibility for the fulfilment of the Organiser's obligation as a seller nor does it guarantee the performance, quality or delivery of the product or service, but rather provides the technical infrastructure for the sale of Tickets and, if necessary and possibly, support in communication between the parties.
To the fullest extent permitted by applicable regulations, EVENTIM is not liable for any damage incurred by Users and/or Customers, in particular but not exclusively for indirect or consequential damage, including non-pecuniary damage or lost profits. EVENTIM is not liable for disruptions or damage caused by systems and services that are not under its direct control, such as internet infrastructure, payment service providers or delivery services, nor for the actions or omissions of third parties involved in the organisation or realisation of the Event.
If the Customer requests an invoice to be issued to a business entity (R1), whereby he is no longer considered a consumer, the aforementioned limitations of liability shall apply to the fullest extent permitted by law. In such cases, the total potential liability of EVENTIM shall be limited to the amount paid by the Customer for the specific Ticket to which the request relates, without including any additional costs.
EVENTIM shall not be liable for any delay in performance and/or failure to perform and/or improper performance of obligations by EVENTIM, and in particular not for the obligations of third parties, if the same is a consequence of force majeure. Force majeure is considered to be extraordinary and unforeseeable circumstances beyond EVENTIM's control that could not be prevented, avoided or eliminated, and which make it impossible or significantly more difficult to perform obligations, including, but not limited to, natural disasters (earthquakes, floods, etc.), war events, security threats, epidemics and pandemics, decisions of competent authorities, interruptions in telecommunications or energy systems, cyber incidents and technical failures beyond EVENTIM's control.
In such circumstances, it may be impossible to access the Website, impossible to purchase or process orders, postponement or cancellation of Events, impossible or delayed delivery of Tickets and delays in processing payments. In such cases, EVENTIM will take reasonable measures to inform Users and mitigate the negative consequences, but shall not be liable for any damage resulting from such circumstances. EVENTIM's obligations are postponed for the duration of the force majeure.
The User is obliged to independently monitor information about the Event through the Organizer's official channels, the Website and other publicly available sources.
X. SUBMITTING A COMPLAINT
The consumer buyer has the right to submit a written complaint in accordance with Article 10 of the Consumer Protection Act via electronic mail to the address: info@eventim.hr or the postal address of EVENTIM. The Buyer is obliged to provide his/her name, surname, e-mail address or postal address for the delivery of the response, as well as an explanation of the complaint. EVENTIM will provide the Buyer with a written response to the complaint within 15 days of receiving the complaint.
XI. FINAL PROVISIONS
EVENTIM and the Buyer/User will try to resolve any potential disagreements peacefully and amicably (which does not obligate EVENTIM to any institutionalized mediation procedure). The Buyer/User has the option of using the mechanisms for out-of-court settlement of consumer disputes by submitting a proposal for mediation to the Mediation Center at the Croatian Chamber of Commerce, but EVENTIM is not obligated to any institutionalized mediation procedures.
In the event of any and all disputes arising from and in connection with these General Terms of Use, including disputes that and relate to issues of its valid origin, violation or termination, as well as to all legal effects and consequences that arise or may arise from it, the law of the Republic of Croatia shall apply as the applicable law and the jurisdiction of the competent court in Zagreb.
In the event that individual provisions of these General Terms of Use are or become null and void in whole or in part, this shall not affect the validity of the other provisions. A provision that is null and void in whole or in part shall be replaced by a provision that comes closest to the null and void provision in terms of the desired result.
The place of fulfillment of all obligations arising from the contractual relationship between EVENTIMA and the Buyer/User is Zagreb, the Republic of Croatia.
EVENTIM reserves the right to terminate or amend these General Terms of Use at any time, and without prior notice, if it deems it necessary, and in the event that the General Terms of Use are changed, and the User continues to use the Website and/or continues to use EVENTIM services, it is deemed that he/she has fully read, understood and accepted the amended General Terms of Use.
These General Terms of Use shall enter into force on the date of publication on the Website and shall apply to all relationships between EVENTIM and the User.
Publication date 27.05.2026.