The following terms and conditions regulate the conditions of sale of tickets 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 Sales are binding on tickets purchased at www.madcooltickets.es, regardless of any conditions issued by other official sale outlets.
The purchase of tickets represents the acceptance of the following conditions:
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 forth in these general conditions.
Users will have the right to a total or partial refund of the amount paid for the tickets, in the event that the festival is suspended or substantially modified, except in those cases in which the suspension or modification occurs once the show or recreational activity has begun and is due to force majeure. All of the above without prejudice to the claims that may be applicable in accordance with the applicable civil and commercial regulations. 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 amount of the ticket.
*By voucher we mean a ticket equivalent to the one purchased for the corresponding edition of the Festival, without any additional cost. Bad weather conditions, as long as the Festival can be held normally, will not entitle to a refund of the ticket.
In case of cancellation or substantial modification of the Festival, the refund will be made through the ticket sales platform where the ticket was purchased, within the period established according to the legislation in force at that time. Likewise, the Organization will inform the attendees of the procedure for requesting the refund so that it can be made correctly. In order to proceed with the ticket refund, it will be necessary to prove that the user has purchased a Festival ticket at an official point of sale, in any of the modalities foreseen.
Due to mishaps or justified causes totally external and beyond the Organization's control that force the Organization to modify or alter the characteristics of the festival as initially planned, the Organization will make its best efforts to find the most favorable alternative for the attendees and the correct development of the festival and will adopt the necessary measures to do so, always oriented to meet the expectations expected by the consumers. In the event that the modification to which the Organization is forced by reasons beyond its control, involves a substantial change in the characteristics of the festival, it will proceed to inform consumers of this circumstance, as soon as possible, so that they have the possibility of requesting a total or partial refund of the amounts of the tickets. In the event of any of the aforementioned assumptions 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 program of the Festival.
Tickets may only be purchased at points of sale 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 Europe will include the delivery of the wristband to your home address. The online sales points are the above mentioned: MADCOOLTICKETS, TICKETMASTER and LYTE.
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 and Serbia. Attendees who purchased tickets and belong to countries that are not on this list, will have to pick up their wristbands at the corresponding booth of the festival.
In case of health, emergency, security or logistical reasons which make it impossible to deliver the wristband at the home address, and this is for reasons beyond the control of the Organization, the wristband can be picked up at the entrance of the Festival site.
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 this amount imposed exclusively by each sales channel.
The Organization will not be responsible for the refund of the administration costs associated with the sale of each ticket as these amounts correspond to an additional service actually provided to the consumer by each sales channel at the time of purchase and payment of the ticket.
3-day pass: 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:
1 day VIP ticket:
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 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 checking the wristband chip at the access to the venue for all attendees.
Under the provisions of Law 17/1997 of July 4, 1997, on Public Entertainment and Recreational Activities, the right of admission will be used by the Organization as an effective tool to prevent violence and disruption 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, in any case, 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 access conditions 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 otherwise 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.
The Festival Organization may deny access to those persons carrying a forged ticket, the Organization reserving 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 ticket sales conditions.
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´s 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 existing legal provisions, not being allowed the entry of objects that may be considered dangerous by the Organization or that are prohibited by the current regulations:
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 venue 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:
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 staff, 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 venue 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 to the Venue.
Food and beverages will be allowed on the Festival grounds in quantities appropriate for personal consumption. As for drinks, for safety reasons, they will be allowed as long as they are plastic containers or similar recycled material and without a cap. There will be a series of free drinking water points within the venue, as well as different stands where a wide variety of edible food may be purchased.
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.
The different areas of the different stages of the Festival have a legally established limited capacity. 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.
The age to be taken into account 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 shows is 16 years old.
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 proper behavior during the celebration of the Festival.
Children under 8 years of age (inclusive) 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, minors 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:
Children from 0 to 8 years old: They do not need a ticket to access the venue. They must always 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. They need to obtain a specific wristband that they will have to pick up at the Festival entrance. You can download the authorization here.
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, they must be accompanied by a person of legal age authorized by their parent or legal guardian. Minors are not allowed to consume alcohol or tobacco on the premises. You can download the authorization here.
Minors who are 16 and 17 years old: They need a purchase ticket to access to 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 at all times the national identity card or for non-Spanish attendees documents proving their identity from their country of origin (NIE, passport...).
The resale of any ticket is prohibited. All tickets purchased at the official Mad Cool points of sale by debit/credit 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 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, 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 transfer is free of charge or through the mere reimbursement of the non-increased price; and 3. that the transfer is made directly without the intervention of intermediaries, resale or second-hand sales 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 compensate the Organization for all damages that such unauthorized resale may cause.
Given the lucrative purpose of the resale, the 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 given any controversy.
Possession of this ticket does not entitle its holder or third parties to use the same, or its content, for advertising, marketing or promotional purposes (including prize draws, 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.
The attending public acknowledges and accepts that the Organization holds and is the owner of 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 done by the Organization.
It is reported that such images may only have the status of accessory, panoramic, general or public interest photographs, and the like, as well as those expressly agreed with the user, meaning the 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 of the above without prejudice to the possibility for 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.
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 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 it 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 that the data provided will be 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/rgpd
The Organization shall have complaint forms which are the official model established by the Community of Madrid, available to MAD COOL´S public in the places provided by the current legislation, should they request them.
The Organization is also registered on the European online dispute resolution platform available at https://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.
All attempts of fraud, trespassing and / or damage to private property caused directly or indirectly to the Organization, will authorize the Organization to take legal measures, both civil and criminal as it deems appropriate against the perpetrators.
