The following terms and conditions regulate the conditions of sale of tickets for MAD COOL FESTIVAL promoted and organised by MAD COOL FESTIVAL, S.L. (hereinafter, the Organisation) whose registered office is located at Calle Gran Vía 27, piso 1 oficina izquierda, Madrid, CP 28013 (MADRID) and email address is info@madcool.es, and holder of Tax Identification Code B-87381042.
These General Terms and Conditions of Sale are binding for tickets purchased at www.madcooltickets.es, irrespective of the conditions of other official sales outlets.
The purchase of tickets sold by Mad Cool Festival (www.madcooltickets.es) represents acceptance of the following conditions:
Once the ticket has been purchased, it will not be exchanged, nor will the amount be refunded, except in the case of the circumstances set out in these general conditions and in accordance with clause 1.4. in accordance with art. 103 of 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.
In the event of cancellation of the Festival, the ticketing platform where you purchased your ticket must refund the amount of this ticket.
In case of substantial modification of the event, the ticketing platform where you have purchased your ticket must refund the corresponding amount for the modification of this ticket.
In any other cases established in the current legislation, the ticket sales platform where you have purchased your ticket must refund the corresponding amount for the modification of this ticket.
In any of the aforementioned cases, and only when the attending consumer so prefers, by prior agreement with the Organisation, there will be the possibility, instead of directly requesting a refund of the ticket price to request a voucher* for the next edition of the Festival.
*By voucher we mean a ticket for the corresponding edition of the Festival under the same conditions as the one purchased, without any additional cost.
However, the total or partial cancellation of the event due to force majeure shall in no case give rise to a refund of the ticket price, except in cases where this is legally established.
Bad weather conditions, as long as the Festival can be held normally, will not entitle the ticket holder to a refund.
In this sense, the ticket price will not be refunded in the event of cancellation or postponement of the Festival due to force majeure and/or fortuitous causes, and/or any other cause for which, for reasons of safety, prudence and/or risk to third parties, the cancellation of the Festival is recommended. Force majeure is understood as established by the Spanish Civil Code and the jurisprudence of the Spanish courts and tribunals.
In the event of cancellation, cancellation or substantial modification of the Festival, the refund must be made through the ticketing platform where the ticket was purchased, within the period established in accordance with the legislation in force at the time. Likewise, the Organisation will establish a specific period of time and a specific procedure so that the attendee, in the event of cancellation, cancellation or substantial modification of the Festival, can request a refund from the ticket sales platform where the ticket was purchased, in accordance with the legislation in force at that time. In order to proceed with the aforementioned refund, it will be necessary to prove that the user has purchased a Festival ticket, in any of the modalities provided.
The Organization, as the entity in charge of holding the event, may alter or modify the Festival programme only when this is necessary for the correct holding of the event, and in particular, when there may be changes in the schedule of performances or artists, with prior notice to the attendees; and, in any case, for duly justified reason(s) for reasons beyond the festival's control, such as, for example, but not limited to: the unilateral cancellation of the performance of one or more artists by the artist(s), the unilateral change of day of the performance of one or more artists by the artist(s), due to the manifest impossibility of carrying out the performance of one or more artists on the scheduled day due to circumstances beyond the Festival's control; all of this always in accordance with the provisions of current legislation and with respect to consumer and user regulations and, where appropriate, in accordance with these general conditions, which will always be interpreted in accordance with the law.
In the event of any of the above-mentioned events or modifications, the Organisers will use their best efforts and will make every possible means at their disposal to adjust the timetable and to carry out the announced Festival programme.
Tickets may only be purchased at points of sale expressly authorised by the Organisers. The Organisers cannot be held responsible for tickets not purchased at official sales points.
The official points of sale are:
Tickets purchased at online sales points in Europe will include the delivery of the wristband to your home address. The online points of sale are those listed above: MADCOOLTICKETS, TICKETMASTER and FESTICKET.
The European countries where wristbands are shipped are: Spain, Portugal, France, Italy, Germany, United Kingdom, Switzerland, Belgium, Luxembourg, Netherlands, Austria, Ireland, Sweden, Finland, Denmark, Czech Republic, Poland, Romania, Hungary, Slovenia, Bulgaria, Croatia, Slovakia, Estonia, Lithuania, Latvia, Norway, Greece or Serbia. People who bought tickets and belong to countries that are not on this list, will have to pick up their wristbands at the corresponding festival area.
In case of ticket purchase outside the European territory and/or in those cases where, for health, emergency, security or logistic reasons, it is not possible to send the wristband at the costumer's home address, and this is due to reasons beyond the control of the Organization, it will be able to be picked up at entrance of the Festival venue.
The amount of the Festival tickets purchased by the user on the digital platforms or at the authorised points of sale does not include the management costs, which are imposed exclusively by each sales channel.
These management costs that the sales channels apply to the price of the tickets and charge directly to the users for their service, in the case of non-Mad Cool platforms, will not be refunded by the Organization, as this amount is not related to Mad Cool Festival S.L.
In the case of the Mad Cool sales platform, it will not be refunded by the Organisation as this amount corresponds to a service generated and provided to the user in the purchase and payment of the ticket, covering implicit expenses in the programming, server, payment gateway and customer service in the sales service.
Any other additional expenses related to attendance, contracted by the attendee at his/her own expense, such as: accommodation, flights, trains, insurance, ... in case of cancellation, annulment or substantial modification of the Festival, will not be covered by the Organisation under any circumstances.
4-Day pass: Includes tickets for four consecutive days of the festival (Wednesday, Thursday, Friday and Saturday) and delivery of a wristband to your home address if you are a national or European buyer, also including UK.
1-Day ticket: Includes one-day ticket and wristband delivery to your home address if you are a national or European buyer, also including UK.
4-Day VIP pass which includes:
1-Day VIP ticket which includes:
4-Day GA pass Santander SMUSIC: Exlusive for Banco Santander customers. The purchase of this ticket will only be available to those who have a card issued by Banco Santander Spain. In order to get your Santander SMUSIC 4-Day pass you will have to make the payment with your Banco Santander card. Maximum purchase of two tickets per card.
Includes:
- 4-Day GA or VIP pass for Mad Cool Festival 2024.
- Access to the festival through a FAST TRACK for Santander SMUSIC ticket buyers. More detailed information coming soon.
-Possibility to use a free CHECKROOM at the festival. More detailed information coming soon.
-You will have the chance to participate in the draw for an EXCLUSIVE EXPERIENCE with the chance to attend a EUROPEAN CONCERT by an international artist. More detailed information coming soon.
- You will have the chance to participate in the draw to attend one of the "SHOWCASES SANTANDER SMUSIC BY MAD COOL" that take place in Madrid. More detailed information coming soon.
The user undertakes to hold the ticket in such a way that it can be read at the electronic validity control of the code printed on it, for the purpose of facilitating and speeding up admission and entry to the Festival at the access controls. The Organisation's staff will check the ticket code at the time of the exchange of the ticket for the wristband and will correctly place the wristband on the wrist of the ticket holder, as well as checking the wristband chip at the entrance to the venue for all attendees.
By virtue of the provisions of Law 17/1997, of 4 July, on Public Shows and Recreational Activities, the right of admission will be used by the Organisation as an effective instrument to prevent violence and alterations to the normal development of the festival, as well as any other situations that could pose a real and serious danger to the users attending the event.
The exercise of the right of admission may not entail, under any circumstances, discrimination on the grounds of birth, race, sex, religion, opinion, disability, sexual orientation, gender identity or any other personal or social condition or circumstance of the users of the establishments and spaces open to the public, both in terms of the conditions of access to and stay in the establishments and the use and enjoyment of the services provided therein.
The above does not imply that admission to the Festival is automatically denied in such cases, nor for the entire duration of the Festival, but in those cases that may pose a real and serious danger to users attending the Festival and to the Festival itself, as long as such attitudes or circumstances persist.
The Festival Organisers may refuse access to those persons carrying a forged ticket and the Organisers reserve the right to take the legal measures mentioned in point 10. A forged ticket is understood to be any document created or modified with the aim of passing it off as a genuine ticket or altering its validity.
The ticket has various security measures. The Organisers cannot be held responsible for tickets that have not been purchased at the official points of sale mentioned in these general terms and conditions of ticket sales.
All tickets must have the minimum conditions to pass the Festival access control so that they can be read at the electronic control by means of the validity of the code printed on them, as established in the previous paragraph.
The Festival Organisation assumes no responsibility in case of loss, theft or robbery of the ticket. The purchaser of the ticket or the person in whose name the ticket is personalised assumes all responsibility in the event that the ticket is presented in duplicate, losing all rights to access the Festival.
On entering the venue, the public may be subject to a search in accordance with the legal provisions in force, and objects which may be considered dangerous by the Organisation or which are prohibited by the regulations in force will not be allowed to enter:
Crutches, canes or similar means are exempted from the above list, only in the case of persons who, for reasons of mobility, must access the premises with these means in order to move around. As well as aerosols or similar objects required by medical prescription. These exceptions must be duly accredited by medical prescription or accreditation in order to allow access to the venue with them. Likewise, it is essential to carry a national identity document with you at all times, or for non-Spanish nationals, documents accrediting the identity of their country of origin (NIE, passport, etc.).
Once the ticket has been exchanged for the wristband in the designated area, the wristband becomes the element that certifies the acquired right. The loss of the wristband will entail the loss of the right of admission and access, and the Organisation will not be held responsible for its theft or loss.
For this reason:
The Organisation confirms that it complies with current security legislation. It has measures and personnel in place to ensure the safety of all attendees.
Any type of aggression, theft or criminal behaviour should be reported immediately to the security staff, who will take appropriate action.
The Organisation will not be held responsible, either directly or indirectly, for any aggression, theft, robbery, etc., which may occur inside the venue or in the immediate vicinity. These must be reported to the competent authorities.
There will be a 'lost property' point inside the Festival. Once the Festival has finished, all objects will be taken by the Organisers to the nearest Police Station to the Venue.
At the Festival site, access with food and water will be permitted. As for water, for safety reasons, as long as it is a container made of recycled material, plastic or similar and without a cap (no glass, steel, or other hazardous materials allowed).
There will be a number of free drinking water points on the site, as well as various stands where a wide variety of foodstuffs can be purchased.
Drinks may only be purchased at the bars set up for this purpose, with a ban on the sale of alcoholic beverages to persons under 18 years of age.
The different areas of the different stages of the Festival have a legally established limited capacity. Once this limit has been reached, access to these areas will be cut off and attendees will be notified in advance for this reason. Consequently, the Organisation will in no case be responsible for the impossibility of certain attendees to attend certain concerts or events that make up the Festival.
The age to be taken into account is the age at the time of the event.
La Organización recuerda que la edad mínima que marca la ley, en la Comunidad de Madrid, para acceder a este tipo de espectáculos es de 16 años.
Minors under 16 years of age will be allowed to enter as long as they are accompanied by an adult responsible for the minor, who must ensure their safety and correct behaviour during the Festival.
Children under the age of 8 (included) can attend the event free of charge, as they will not have to pay an entrance fee.
Any minor consuming alcoholic beverages or tobacco will be expelled from the Festival.
Notwithstanding the above, persons under the age of 18 shall not be permitted to sell or consume alcoholic beverages or tobacco on the premises.
The procedure and rules of access for minors are as follows:
Children from 0 to 8 years old: They do not need a ticket to enter the venue. They must always be accompanied by a parent or legal guardian or, if they are unable to do so, by a person of legal age authorised by their parent or legal guardian. They need to obtain a specific wristband that they will have to collect at the entrance to the Festival.
Children from 9 to 15 years old: They need a ticket to enter the venue. They must be accompanied by a parent or legal guardian or, if they are unable to do so, by a person of legal age authorised by their parent or legal guardian. Minors are not allowed to consume alcohol or tobacco on the premises.
Minors who are 16 and 17 years old: They need a ticket to enter the venue. They do not need to be accompanied by an adult. These minors are not allowed to consume alcohol or tobacco on the premises.
Also in the case of minors, it will be essential to carry their national identity document at all times, or for non-Spanish attendees, documents proving their identity from their country of origin (NIE, passport, etc.).
The resale of any ticket is prohibited. All tickets purchased at Mad Cool's official points of sale by bank card or PayPal are nominative, which grants the right to access the festival to the buyer of the ticket as the ticket holder, regardless of whether or not the ticket holder's details are indicated on the ticket itself.
In any case, the original purchaser of the tickets may pass them on to his/her relatives (family, friends, work colleagues, etc.) provided that: 1. the attendee who is the ticket holder can prove his/her identity and personal relationship with the purchaser; 2. such passing on is free of charge or by means of the mere reimbursement of the un-increased price; and 3. the passing on is carried out directly without the intervention of intermediaries, resale or second-hand sales websites, etc.
The Organisers may subject the tickets to an identity check of the bearer, either by means of QR readers at the entrance to the festival or by other means of identification.
Due to the prohibition of resale, all tickets for the Mad Cool festival purchased through any resale channel, second hand, unofficial points of sale, etc. are fraudulent. Consequently, in the event that a buyer resells a ticket in an unauthorised manner, all tickets purchased by the buyer will lose all rights associated with them, including access to the festival, without the right to reimbursement of the amount paid for them. The Festival Organisers may cancel the tickets and put them back on sale.
Additionally, without prejudice to possible civil and/or criminal liabilities and subsequent claims for general damages caused to MAD COOL FESTIVAL, the reseller shall indemnify the Organisation for all damages that such unauthorised resale may cause to the Organisation.
Given the lucrative purpose of the resale, the resellers are not protected by the General Law for the Defence of Consumers and Users and submit to the jurisdiction of the courts and tribunals of Madrid for any dispute.
Possession of this ticket does not entitle the ticket holder or third parties to use the ticket or its content for advertising, marketing or promotional purposes (including prize draws, competitions and/or gifts) associated with the ticket holder or third parties, without the prior consent of MAD COOL FESTIVAL.
Failure to comply with this point shall entitle the Organisers to take any civil, criminal and/or administrative action that may correspond to them by law against the advertiser and/or unauthorised user, without prejudice to subsequent claims for general damages caused to MAD COOL FESTIVAL, and they shall indemnify the Organisers for all damages that such unauthorised use may cause them.
The attending public acknowledges and accepts that the Organisation holds and is the owner of all intellectual and industrial property rights derived, directly or indirectly, from the artistic representations and performances or any other that may take place on the occasion of the Festival, without territorial or temporal limitation, and without any limitation other than those stipulated in the current Intellectual Property Law.
Consequently, it is strictly forbidden, for publication or dissemination for commercial or advertising purposes, to capture, fix or record images or sounds without the prior written authorisation of the Organisation. Only the capture of images or recordings is permitted for the exclusive private and personal use of the user.
The attending public acknowledges and accepts that they may appear in images and/or recordings taken by different media for the subsequent dissemination and/or publicity of the Festival through any media for informative, promotional and/or commercial purposes of MAD COOL FESTIVAL, and accepts such use by the Organisers.
It is informed that these images may only be accessory images, panoramic, general or public interest photographs, and similar, as well as those expressly agreed with the user, these being understood to be interviews carried out with the user and consented to by the user. Under no circumstances will a close-up of one or more persons be taken for the purposes described herein without their consent.
The attending public, therefore, authorises the Organisation to use and exploit the aforementioned images and/or recordings that may be made only during the Festival and the subsequent dissemination of the same for the purposes indicated in the previous paragraphs.
This is without prejudice to the possibility of users exercising their corresponding rights of access, rectification, deletion, limitation of processing, portability and opposition. For further details, please consult the 'Data Protection and Data Processing' section of our Legal Notice and General Conditions of Use, as well as our Privacy Policy.
In accordance with the provisions of the current regulations on personal data protection, Regulation (EU) 2016/679 of 27 April 2016 (RGPD) and Organic Law 3/2018, of 5 December, on the Protection of Personal Data and guarantee of digital rights (LOPDGDD), we hereby inform you that your data will be processed under the responsibility of MAD COOL FESTIVAL S. L. and may be used to manage your participation in concerts, activities, raffles and any other activity that depends on MAD COOL FESTIVAL S.L. as well as to be informed of issues related to MAD COOL FESTIVAL S.L.
By purchasing your ticket you consent to the processing of the data provided by MAD COOL FESTIVAL, S.L, without prejudice to your legal rights as a user (right of access, rectification, deletion, limitation of processing, portability and opposition). For more details, you can consult the 'Data Protection and Data Processing' section of our Legal Notice and General Conditions of Use, as well as our Privacy Policy. https://madcoolfestival.es/rgdp.php
The Organisers will have complaint forms in the official format established by the Community of Madrid, available to the MAD COOL public at the places provided for in the regulations in force, should they request them.
The Organisation is also registered on the European Online Dispute Resolution platform available at https://ec.europa.eu/consumers
However, we are always open and we are in favour of resolving any incident beforehand. Therefore, the user can write to our Customer Service Department at atencionalcliente@madcool.es before submitting any complaint, where we will respond to any incident as soon as possible.
All attempts to defraud, break-in and/or damage to private property caused directly or indirectly to the Organisation, authorise the Organisation to take the legal measures, both civil and criminal, that it deems appropriate against the perpetrators.
Likewise, The Organisation may extend, eliminate or modify any of the above conditions and inform if necessary through the channels that, depending on the reason, it deems appropriate.
