GENERAL TERMS AND CONDITIONS FOR TICKET SALES AND ACCESS
1. Identification
The following terms and conditions regulate the sale of tickets and access to the MAD COOL FESTIVAL, promoted and organised by MAD COOL FESTIVAL, S.L., with registered office at Calle Gran Vía, 27, 1st floor, left office, 28013, Madrid, with CIF B-87381042 and email info@madcool.es; hereinafter referred to as the Organisation.
These General Terms and Conditions of sale and access are binding for all festival attendees and for tickets purchased at www.madcooltickets.es, regardless of the ticket sales conditions held by other official points of sale.
The acquisition of tickets represents acceptance of the following conditions:
2. Regulation and Acceptance
The Buyer acknowledges that they have the capacity to contract the service, have read and understood these conditions on this website, and accept them.
Access and/or use imply acceptance by the Buyer of all the general conditions published at the time of such access or use.
These Conditions incorporate:
3. Official Ticket Sales Points
Tickets can only be purchased at points of sale expressly authorised by the Organisation. The Organisation is not responsible for tickets not purchased at official points of sale.
The official points of sale are:
MAD COOL TICKETS: https://www.madcooltickets.es
TICKETMASTER: https://www.ticketmaster.es/artist/mad-cool-festival-entradas/973027
LYTE: https://madcool.lyte.com/3707783
PHYSICAL BOX OFFICE AT THE VENUE: during the Festival, if not sold out.
4. Types of Tickets
4-DAY PASS
Includes entry for four consecutive days of the festival (Wednesday, Thursday, Friday, and Saturday) and wristband delivery to home addresses for buyers in Spain, Europe, or the UK.
ONE-DAY TICKET
Includes entry for a single day of the festival and wristband delivery to home addresses for national or European buyers.
4-DAY VIP PASS
Includes:
1-DAY VIP TICKET
Includes:
SANTANDER SMUSIC 4-DAY PASS
Exclusive pass for Santander customers. The purchase of this pass is only available to individuals with a card issued by Banco Santander Spain. To acquire your Santander SMUSIC pass, you must manage the payment with your Banco Santander card. A maximum of two passes can be purchased per card. If you are not yet a customer, you can become a Santander customer here. Includes:
5. Wristband Delivery
Tickets purchased online within Europe include home delivery of wristbands. The online points of sale are those previously indicated: MADCOOLTICKETS, TICKETMASTER, and LYTE.
European countries where wristbands are shipped include: 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, and Serbia.
Buyers from countries not listed will have to collect their wristbands at the designated booth at the Festival.
In cases where home delivery of wristbands is not possible due to health, emergency, security, or logistical reasons beyond the Organisation's control, wristbands can be collected at the Festival entrance.
6. Management Fees
The ticket price for the Festival does not include management fees, which are imposed exclusively by each sales channel.
The Organisation is not responsible for refunding management fees associated with each ticket sale as these amounts correspond to an additional service provided to the consumer by each sales channel at the time of ticket purchase and payment.
All management fees will be specified before the purchase process begins on each platform.
7. Cancellations and Significant Modifications
Once purchased, tickets will not be exchanged or refunded except in cases stipulated by applicable legislation and these general conditions.
If the Festival is cancelled or significantly modified before the event starts due to reasons attributable to Mad Cool Festival S.L., users will be entitled to one of the following options:
If the Festival is cancelled or significantly modified once the show or recreational activity has started due to force majeure not attributable to Mad Cool Festival S.L., no refunds will be given.
In case of cancellation or significant modification of the Festival with the right to a refund under the conditions established in this section, the refund will be executed as follows:
8. Alteration or Modification of the Festival Program
Due to unforeseen or justified reasons beyond the Organisation's control that necessitate modifying or altering the Festival's planned characteristics, the Organisation will make every effort to find the most favourable alternative for attendees and ensure the correct development of the festival, taking necessary measures to meet consumer expectations.
If a modification required due to reasons beyond the Organisation's control results in a substantial change in the Festival's characteristics, consumers will be informed as soon as possible to request a full or partial refund of their ticket prices. If any of the previously mentioned scenarios or modifications occur, the Organisation will make every effort and utilise all possible means to adjust the schedules and carry out the announced Festival program.
The Buyer understands and accepts that the Festival is a multi-artist event, so the advertised start times of the performances may be altered due to live circumstances beyond Mad Cool Festival S.L.'s control.
9. Right of Admission and Access to the Festival
The Buyer commits to having the ticket readable in the electronic control of the printed code to facilitate and expedite admission and entry to the Festival at access controls.
The Organisation's staff will check the ticket code when exchanging it for a wristband and correctly place the wristband on the ticket holder's wrist. Similarly, they will check the wristband chip at the venue's entrance for all attendees. Once exchanged for the wristband in the designated area, the wristband certifies the acquired right.
Under 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 tool to prevent violence and disruptions to the normal development of the festival, as well as any other situations that could pose a real and serious danger to event attendees.
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 only in those cases that may pose a real and serious danger to event attendees and the Festival itself while such attitudes or circumstances persist.
The exercise of the right of admission will not involve any discrimination based on birth, race, sex, religion, opinion, disability, sexual orientation, gender identity, or any other personal or social condition or circumstance of users of the establishments and public spaces, both regarding access conditions and staying in the establishments and using and enjoying the services provided therein.
At the venue's entrance, access will not be allowed with objects that the Organisation considers dangerous or prohibited by current regulations. This list is illustrative but not exhaustive:
The above list excludes all materials necessary for medical reasons duly justified. Illustratively but not exhaustively:
These exceptions must be duly certified through a prescription or medical accreditation to allow entry to the venue with them. Under no circumstances will Mad Cool Festival S.L. process any data related to such medical accreditations, which will be limited to being shown at the entrance of the venue in accordance with Section 18 of these Conditions.
The Festival Organization may deny entry to individuals carrying a falsified ticket, reserving the right to take appropriate legal action. A falsified ticket is understood to be any document created or modified to make it appear genuine or alter its validity.
The ticket includes different security measures. The Organization is not responsible for tickets not purchased at the official points of sale mentioned in these general ticket sales conditions.
Each ticket must meet the minimum requirements to pass the Festival access control so that it can be read by the electronic control through the validity of the printed code, as established in the previous paragraph.
It is also essential to carry a national identity document at all times or, for attendees of non-Spanish nationality, documents proving their identity from their country of origin (NIE, passport, etc.).
Take care of your wristband so that it remains in perfect condition. It is durable but not unbreakable. Keep your wristband when leaving the venue as you will need it to re-enter and to request the refund of the remaining balance on the wristband once the festival is over.
Only the first ticket presented and validated will be valid. Any ticket with the same code that is subsequently presented will be invalid, and the Organization cannot be held responsible. Therefore, we advise not to post your ticket on social media or print it in unsafe places and not to share your ticket details with others.
Festival attendees are not allowed to wear clothing with ideological references that may be offensive.
Festival attendees are not allowed access if they carry items with racist, homophobic, or any intolerance-related symbols.
10. Festival Access Conditions
Each attendee must keep their ticket and wristband in good condition and correctly placed on their wrist throughout the event. Damaged or visibly altered wristbands will be invalid, and attendees with damaged or altered wristbands will be denied access and/or ejected from the Festival.
Additionally, if a festivalgoer loses or has their wristband stolen, they will not be able to enter the Festival, and the Organisation will not issue duplicate wristbands. The wristband is personal and non-transferable, and any attempt to share or transfer a wristband will result in its immediate confiscation and ejection from the Festival.
11. Festival Safety and Comfort Measures
The Organization confirms that it complies with current security legislation, having the necessary measures and personnel to ensure the safety of all attendees.
Any type of assault, theft, or criminal behavior must be immediately reported to Security personnel, who will take appropriate action.
The Organization will not be directly or indirectly responsible for assaults, thefts, robberies, etc., that may occur within the venue or its surroundings. These incidents must be reported to the competent authorities.
There will be a "lost and found" point within the Festival. Once the Festival is over, all items will be taken by the Organization to the nearest police station to the venue.
12.Capacity Limitation:
The different areas of the various stages of the Festival have a legally established capacity limit. Once this limit is reached, access to these areas will be cut off, and attendees will be informed in advance and for this reason. Consequently, the Organization will not be responsible in any case for the inability of certain attendees to attend specific concerts or events that are part of the Festival.
13.Minimum Age and Minors
The age to be considered is the age at the time of the event.
The Organization reminds that the minimum age set by law in the Community of Madrid to access this type of event is 16 years. Minors under 16 years old may enter provided they are accompanied by a responsible adult who must ensure their safety and proper behavior during the Festival.
Children under 8 years old (inclusive) can access the event for free, as they do not need a ticket.
Any minor caught consuming alcoholic beverages or tobacco will be expelled from the Festival.
The adult parent, legal guardian, or authorized person accompanying the minor must have a ticket/wristband to access the Festival.
Also, in the case of minors, it is essential to carry a national identity document at all times or, for attendees of non-Spanish nationality, documents proving their identity from their country of origin (NIE, passport, etc.).
14. Prohibition of Ticket Resale:
The resale of any ticket is prohibited. All tickets purchased at Mad Cool’s official points of sale via credit card or PayPal grant the right to access the festival to the ticket buyer as the holder, regardless of whether the holder's details are indicated on the ticket itself.
In any case, the original purchaser of the tickets may transfer them to their close acquaintances (family, friends, colleagues, etc.) provided that:
The Organization may subject tickets to an identity check of the holder, either through the QR readers at the festival entrance 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, if a purchaser resells a ticket without authorization, all tickets acquired by them will lose all associated rights, including access to the festival, without the right to a refund of the amount paid. The festival Organization may cancel them 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 must compensate the Organization for all damages that such unauthorized resale may cause.
Due to the profit-making nature of resale, resellers are not protected by the General Law for the Defense of Consumers and Users under the DSA (Regulation (EU) 2022/2065 of the European Parliament and of the Council of 19 October 2022 on a Single Market for Digital Services and amending Directive 2000/31/EC (Digital Services Act)).
15. Prohibition of Using Tickets for Advertising Purposes:
Possession of this ticket does not grant the holder or third parties the right to use it, or its content, for advertising, marketing, or promotional purposes (including raffles, contests, and/or giveaways) associated with the ticket holder or third parties, without the prior consent of MAD COOL FESTIVAL. Failure to comply with this point will entitle the Organization to take civil, criminal, and/or administrative actions as applicable against the unauthorized advertiser and/or user, without prejudice to subsequent claims for general damages caused to MAD COOL FESTIVAL. The unauthorized user must compensate the Organization for all damages that such unauthorized use may cause.
16. Intellectual and Industrial Property Rights:
The attending public acknowledges and accepts that the Organisation holds and owns all intellectual, industrial, and image rights, directly or indirectly, of the performances and artistic representations or any other activities that take place in connection with the Festival, without territorial or temporal limitation, and without any other limitation than those provided by current regulations. Consequently, it is strictly prohibited to capture, fix, or record images or sounds for publication or dissemination for commercial or advertising purposes without the prior written authorisation of the Organisation. Image or recording capture is permitted exclusively for private and personal use by the user.
17. Image Rights Assignment:
The attending public acknowledges and accepts that they may appear in images and/or recordings taken by various means for the subsequent dissemination and/or advertising of the Festival through any medium for informational, promotional, and/or commercial purposes of MAD COOL FESTIVAL, and accepts this use by the Organisation. It is informed that these images may be merely incidental, panoramic, general photographs, or of public interest, and similar, as well as those expressly agreed upon with the user, understood as interviews conducted with the user and consented by them. In no case will close-ups of one or several individuals be made for the purposes described herein without their consent. The attending public, therefore, authorises the Organisation to use and exploit the mentioned images and/or recordings that may be made solely during the celebration of the Festival and their subsequent dissemination for the purposes indicated in the previous paragraphs. All this is without prejudice to the possibility for users to exercise their corresponding rights of access, rectification, deletion, restriction of processing, portability, and objection. For more details, you can consult the "Data Protection and Processing" section of our Legal Notice and General Terms of Use, as well as our Privacy Policy.
18. Data Processing:
Mad Cool Festival S.L. is authorised to carry out certain data processing established in these conditions under Article 9 of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016, on the protection of natural persons concerning the processing of personal data and on the free movement of such data (General Data Protection Regulation, GDPR), which states that data concerning health is specially protected and its processing is prohibited unless one of the following circumstances applies, which indeed apply in the cases provided for in these Conditions:
Explicit consent of the data subject. This is fulfilled from the moment the Festival attendee decides to show their medical certificate to access certain materials within the Mad Cool Festival S.L. venue.
Necessary to protect the vital interests of the data subject. This is fulfilled from the moment the data subject has a pathology or allergy that prevents them from eating or drinking products offered within the Festival.
19. Protection and Processing of Personal Data:
In accordance with the provisions of current regulations on personal data protection, Regulation (EU) 2016/679 of 27 April 2016 (GDPR) and Organic Law 3/2018, of 5 December, on Personal Data Protection and guarantee of digital rights (LOPDGDD), it is informed 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 dependent on MAD COOL FESTIVAL S.L. as well as to keep you informed of matters relating to MAD COOL FESTIVAL S.L. By purchasing the ticket, you show your consent for the data provided to be processed by MAD COOL FESTIVAL, S.L., without prejudice to the rights legally granted to you as a user (right of access, rectification, deletion, restriction of processing, portability, and objection). For more details, you can consult the "Data Protection and Processing" section of our Privacy Policy. https://madcoolfestival.es/rgdp
20. Complaint Forms:
The Organisation will have complaint forms in the official model established by the Community of Madrid, available to the public of MAD COOL at the Information Points if requested. Furthermore, the Organisation is registered on the European online dispute resolution platform available at https://ec.europa.eu/consumers. Nevertheless, we are always open and in favour of resolving any incident beforehand. Therefore, the user can write to us, before submitting any complaint, to our Customer Service Department at atencionalcliente@madcool.es, where we will respond to any incident as soon as possible.
21. Queries:
If you have any questions or complaints regarding your purchase, please contact us, quoting the order number provided to you at the end of the order process, at the following email: atencionalcliente@madcool.es
22. Miscellaneous:
These General Conditions expressly regulate the relationships arising between Mad Cool Festival S.L. and the Buyers. All these terms and conditions are governed by Spanish and European regulations, and any conflict arising from any operation with Mad Cool Festival S.L. will be subject to the exclusive jurisdiction of the Spanish courts. These General Conditions have been drawn up in accordance with the provisions of Spanish and European regulations on information society services and electronic commerce, General Contracting Conditions, Consumers and Users, and other complementary laws as well as any applicable legal provisions. If any clause included in these general conditions is declared, totally or partially, null or ineffective, such nullity or ineffectiveness will only affect that provision or the part of it that is null or ineffective, with the general conditions remaining in all other respects, considering the affected provision, or the part of it that is affected, as not included.
23. Legal Reservation:
All attempts at fraud, trespassing, and/or damage to private property caused directly or indirectly to the Organisation, authorise it to take legal measures, both civil and criminal, that it deems appropriate against those responsible.
