TICKETS

GENERAL TICKETING AND ACCESS CONDITIONS

The following terms and conditions regulate the conditions of ticket selling for MAD COOL FESTIVAL promoted and organized by MAD COOL FESTIVAL, S.L. (hereinafter, the Organization) whose registered office is located at Calle Gran Vía 27, 1st floor, left office, Madrid, CP 28013 (MADRID) and e-mail info@madcool.es, and holder of CIF B-87381042.

These General Terms and Conditions of Sale are binding for tickets purchased at www.madcooltickets.es, regardless of the conditions of other official points of sale.

The purchase of tickets sold by Mad Cool Festival (www.madcooltickets.es) represents acceptance of the following conditions:

1. Ticket Acquisition:

Once the ticket has been purchased, it will not be exchanged, nor will its amount be refunded, except in the event 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 November 16, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws.

In case of total cancellation of the Festival, the ticket sales platform where you purchased your ticket will refund the amount of this ticket.

In case of cancellation of the Festival, the ticketing platform where you purchased your ticket will refund the amount of this ticket.

In case of substantial modification of the event, the ticketing platform where you have purchased your ticket will refund the corresponding amount for the modification of this ticket.

In any other of the cases established in the current legislation, the ticketing platform where you have purchased your ticket will refund the corresponding amount for the modification of this ticket.

In any of the aforementioned cases, and only when the attending consumer so prefers, with prior agreement with the Organization, there will be the possibility, instead of directly requesting the refund of the ticket amount.

  • 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 will 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 to a refund of the ticket.

In this sense, the amount of the ticket will not be refunded in case 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 by the jurisprudence of the Spanish courts and tribunals.

In case of cancellation, cancellation or substantial modification of the Festival, the refund must be made through the ticket sales platform where you purchased the ticket, within the period established by the legislation in force at that time. Likewise, the Organization will establish a determined period of time and a determined operation so that the attendee, in case of cancellation, cancellation or substantial modification of the Festival, can request the refund to the ticketing 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 ticket for the Festival, in any of the modalities foreseen.

2. Alteration or modification of the Festival program:

The Organization, as the entity in charge of the celebration of the event, may alter or modify the Festival program only when necessary for the correct celebration of the same, 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, such as, for example, but not limited to: the cancellation of the performance of any artist/s by the artist/s unilaterally, the change of day of the performance of one or more artists by the artist/s unilaterally, due to the manifest impossibility of carrying out the performance of any artist/s on the scheduled day due to circumstances beyond the Festival's control; all 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 that will always be interpreted in accordance with the law.

In the event of any of the aforementioned events or modifications, the Organization will make its best efforts and will put all possible means at its disposal to adjust the schedules and carry out the announced Festival program.

3. Official ticket sale points:

Tickets may only be purchased at sales points expressly authorized by the Organization. The Organization is not responsible for tickets not purchased at official points of sale.

The official points of sale are:

Tickets purchased at online sales points in European territory include the delivery of the wristband to your home address. The online sales points are the above mentioned: MADCOOLTICKETS, TICKETMASTER AND FESTICKET.

The European countries where wristbands are shipped are: 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, Serbia or Turkey.

In the event 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 the corresponding Festival booth, located at the entrance of the venue and which will be indicated for such purposes.

The amount of the Festival tickets purchased by the user on the digital platforms or at the authorized points, does not include the management costs, being such amount imposed exclusively by each sales channel.

These management costs that the sales channels add to the price of the tickets and charge directly to the users for their service, in the case of platforms outside Mad Cool, will not be refunded by the Organization as this amount is not related to Mad Cool Festival S.L.

In the case of Mad Cool's sales platform, it will not be refunded by the Organization 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 the attendance, contracted by the attendee on his own account such as: accommodation, flights, trains, insurance, ... in case of cancellation, annulment or substantial modification of the Festival will not be covered by the Organization in any case.

4. Types of tickets:

3-day ticket: Includes admission to three consecutive days of the festival (Thursday, Friday and Saturday) and home delivery of wristband in case you are a national or European buyer.

One-day ticket: Includes entrance to one day of the festival and delivery of wristband to your home address in case you are a national or European buyer.

VIP 3-day pass. Includes:

  • Entrance to enjoy all concerts and activities throughout the festival.
  • Access to the site by exclusive entrance: Avoid the general queue and access directly through the VIP access.
  • Access to the VIP area with privileged view of the main stages from the terrace and relaxation area with bar and restaurant service at reduced prices.
  • VIP wristband delivery at home, in case the buyer is resident in Spain or Europe.
  • Welcome Pack.

1 day VIP ticket:

  • Ticket to enjoy all the concerts and activities on a single day of the festival.
  • Access to the site by exclusive entrance: Avoid the general queue and access directly through the VIP entrance.
  • Access to the VIP area with privileged view of the main stages from the terrace and relaxation area with bar and restaurant service at reduced prices.
  • VIP wristband delivery at costumer's home address, in case the buyer is resident in Spain or Europe.
  • Welcome Pack.

5. Reserve the right to refuse admission:

The user undertakes to have the ticket in such a way that it can be read in the electronic control of validity of the code printed on it, for the purpose of facilitating and expediting admission and entry to the Festival at the access controls. The Organization'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 check the wristband chip at the access to the venue for all attendees.

Pursuant to the provisions of Law 17/1997 of July 4, 1997, on Public Entertainment and Recreational Activities, the right to refuse admission will be used by the Organization 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 users attending the event.

The exercise of the right to refuse 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 and the 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 celebration of the Festival itself, as long as such attitudes or circumstances persist.

6. Access to the Festival:

The Festival Organization may deny access to those persons carrying a forged ticket, consequently the Organization will have 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 purpose of passing it off as real or altering its validity.

The ticket has different security measures. The Organization is not responsible for tickets that have not been purchased at the official points of sale mentioned in these general conditions of ticket sales.

All tickets must have the minimum conditions to pass the access control to the Festival so that they can be read in the electronic control by means of the validity of the code printed on them, as established in the previous paragraph.

The Festival Organization 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 personalized assumes all responsibility in case the ticket is presented in duplicate, losing all the rights granted by the ticket to access the Festival.

Upon entering the venue, the public may be subject to a search in accordance with the legal provisions in force, not being allowed the entry of objects that may be considered dangerous by the Organization or that are prohibited by the regulations in force:

  • Any object that may cause harm to the physical integrity of the attendees, such as sharp or blunt objects, glass objects, bottles, sharp or firearms, explosives, pyrotechnic material, laser pointers, sprays, aerosols, selfie sticks, flag sticks, motorcycle helmets, ....
  • Any object or element that may disturb, damage or impede the normal development of the activity.
  • Professional cameras, video cameras or recorders, drones.
  • Large suitcases or bags.

Crutches, canes or similar means are exempted from the above list, only in the case of persons who, due to mobility reasons, must access the premises with such 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 to allow access to the enclosure with them. Likewise, it will be essential to carry at all times the national identity card or non-Spanish attendees documents proving the identity of their countries of origin (NIE, passport, ...).

Once this ticket has been exchanged for the wristband in the area designated for this purpose, the wristband becomes the element that certifies the acquired right. The loss of the wristband, will mean the loss of the right of admission and access, without the Organization being responsible for its theft or loss.

Therefore:

  • Take care of your wristband to keep it in perfect condition. It is resistant, but not unbreakable. Keep your wristband when you leave the site because you will need it to enter again and to request the refund of the remaining balance of the bracelet once the festival ends.
  • Only the first ticket presented and validated will be valid. Any ticket with the same code, which is presented later, will be invalid and the Organization cannot be held responsible for it. Therefore, we advise you not to publish your ticket on social networks or print it in insecure places and do not provide the ticket's information to other people.

7. Safety and health within the Festival:

The Organization confirms that it complies with current legislation on safety. It has measures and personnel to ensure the safety of all attendees.

Any type of aggression, theft or criminal behavior must be reported immediately to the security personnel, who will take the appropriate measures.

The Organization will not be responsible either directly or indirectly for any aggression, robbery, theft, etc., which may occur within the enclosure or in the vicinity. These must be reported to the competent authorities.

There will be a "lost and found" point inside the Festival. Once the Festival is over, all objects will be taken by the Organization to the nearest Police Station of the Venue.

At the Festival site, access with food and drink will be allowed in quantities appropriate to their own consumption, in order to be able to prove to the Health Department the traceability of all food and drink consumed within the site, as well as the safety of all attendees, being the quantities allowed:

  • 1 snack/sandwich -or similar product- per person.
  • 1 bottle of water of 50 cl maximum and without a cap, lid, stopper (no glass, steel or any other material that may be dangerous).

There will be a series of free drinking water points within the enclosure, as well as different Stands where a wide variety of edible food will be available for purchase.

Drinks may only be purchased at the bars set up for this purpose, with a prohibition on the sale of alcoholic beverages to minors under 18 years of age.

8. Limited seating :

The different areas of the different stages of the Festival have a legally established limited seating. Once this limit is reached, access to these areas will be cut off, communicating it to the attendees previously and for that reason. Consequently, the Organization will in no case be responsible for the impossibility of certain attendees to attend certain concerts or events that make up the Festival.

9. Minimum age and minors

The age to be taken into account is the age at the time of the celebration of the event.

The Organization reminds that the minimum age established by law, in the Community of Madrid, to access this type of shows is 16 years old.

Children 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 proper behavior during the celebration of the Festival.

Children under 8 years of age can access the event free of charge, as they will not pay admission.

Any minor who consumes alcoholic beverages or tobacco will be expelled from the Festival.

Notwithstanding the above, children under 18 years of age will not be allowed the sale and consumption of alcoholic beverages or tobacco inside the venue.

The procedure and rules of access for minors are as follows:

Minors from 0 to 8 years of age:They do not need a ticket to access the premises. They must always be accompanied by a parent or legal guardian. They need to obtain a specific wristband that they will have to pick up at the entrance to the Festival.

Children from 9 to 15 years old:They need a purchase ticket to access the venue. They must be accompanied by a parent or legal guardian or, if they cannot, by a person of legal age authorized by their parent or legal guardian. These minors are not allowed to consume alcohol or tobacco on the premises.

Minors who are 16 and 17 years old:They need a purchase ticket to access to the enclosure. 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 at all times the national identity card or non-Spanish attendees documents proving the identity of their countries of origin (NIE, passport, ...).

10. Prohibition of ticket reselling:

The resale of any ticket is prohibited. All tickets purchased at the official Mad Cool points of sale by bank card or PayPal are nominative, which grants the right to access the festival to the purchaser of the ticket as the ticket holder, regardless of the fact that the holder's details are not indicated on the ticket itself.

In any case, the original purchaser of the tickets may transfer them to his/her relatives (relatives, friends, co-workers, etc.) as long as: 1. the ticket holder can prove his/her identity and personal relationship with the purchaser; 2. said transfer is free of charge or by means of the mere reimbursement of its price without any increase; and 3. the transfer is made directly without the intervention of intermediaries, resale or second-hand sale websites, etc.

The Organization may subject the tickets to an identity check of the bearer, either by means of QR readers for access to the festival or by other means of identification.

Due to the prohibition of resale, all tickets for the Mad Cool festival purchased in any resale channel, second hand, unofficial points of sale, etc. are fraudulent. Consequently, in case a buyer resells a ticket in an unauthorized way, all tickets purchased by him/her 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 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 shall indemnify the Organization for all damages that such unauthorized resale may cause.

Given the lucrative purpose of the resale, resellers are not protected by the General Law for the Defense of Consumers and Users and submit to the jurisdiction of the courts and tribunals of Madrid for any controversy.

11. Prohibition of the use of tickets for advertising purposes:

Possession of this ticket does not entitle its holder or third parties to use the ticket, or its contents, for advertising, marketing or promotional purposes (including sweepstakes, contests and/or gifts) associated with the ticket holder or third party, without the prior consent of MAD COOL FESTIVAL.

Failure to comply with this point shall entitle the Organization to exercise those civil, criminal and/or administrative actions that according to law correspond to the advertiser and/or unauthorized user, without prejudice to subsequent claims for general damages caused to MAD COOL FESTIVAL, having to indemnify the Organization for all damages that such unauthorized use may cause.

12. Intellectual and industrial property rights:

The attending public acknowledges and accepts that the Organization holds and owns all intellectual and industrial property rights, derived, directly or indirectly, from the artistic representations and performances or any others that may take place on the occasion of the celebration of the Festival, without territorial or temporal limitation, and without any limitation other than those provided for 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 authorization of the Organization. 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 means for the subsequent dissemination and/or advertising of the Festival through any media for informative, promotional and/or commercial purposes of MAD COOL FESTIVAL, and accepts such use by the Organization.

It is informed that such images may only be accessory, panoramic, general or public interest photographs, and similar, as well as those expressly agreed upon with the user, these being understood as interviews conducted with the user and consented to by him/her. In no case shall a close-up of one or more persons be made for the purposes described herein without their consent.

The attending public, therefore, authorizes the Organization to use and exploit the aforementioned images and/or recordings that may be made only during the celebration of the Festival and the subsequent dissemination of the same for the purposes indicated in the preceding paragraphs.

All this without prejudice to the possibility of users to exercise the corresponding rights of access, rectification, suppression, limitation of treatment, portability and opposition. For more details, you can consult the section "Data Protection and Treatment" of our Legal Notice and General Conditions of Use, as well as our Privacy Policy.

13. 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 (RGPD) and the Organic Law 3/2018 of 5 December on the Protection of Personal Data and guarantee of digital rights (LOPDGDD), we 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 the ticket you consent to the data provided being processed 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 section "Data Protection and Data Processing" of our Legal Notice and General Conditions of Use, as well as our Privacy Policy.https://madcoolfestival.es/rgdp.php

14. Complaint forms

The Organization shall have complaint forms in the official model established by the Community of Madrid, available to the public of MAD COOL in the places provided for by the regulations in force, should they request them.

The Organization is also registered on the European online dispute resolution platform available athttps://ec.europa.eu/consumers

However, we are always open and in favor of resolving any incident prior to this. 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.

15. Legal reserve

All attempts of fraud, trespassing and / or damage to private property caused directly or indirectly to the Organization, authorize the Organization to take legal action, both civil and criminal as it deems appropriate against the perpetrators.

The Organization may also extend, eliminate or modify any of the above conditions and inform if necessary through the channels that, depending on the reason, it deems appropriate.