Terms and Conditions

1. Company and contact details

• Company: Trade & Travel, S.L.
• Trading name: TicketFan
• Spanish tax ID: B86133808
• Registered office:
  Avenida de Filipinas, 4, 28003 Madrid, Spain
• Customer-service office:
  C. de Alonso Cano, 66, Planta 1, Local 1,
  28003 Madrid, Spain
• Email:
  office@ticketfan.es
• Telephone:
  +34 672 882 457
• WhatsApp:
  
  +34 633 593 992
  
• Website: www.ticketfan.es

Unless the event page expressly identifies a different seller,
the contracting party responsible for the order is Trade & Travel, S.L.

2. Scope, acceptance and capacity

These Terms apply to orders placed through the website, payment links,
contact forms, email, telephone or other sales channels managed by TicketFan.

The contract also includes:

• The event-specific information published on the event page.
• The category, quantity and price shown in the final order summary.
• The order confirmation issued by TicketFan.
• Any special condition clearly communicated before payment.
• Applicable rules of the organiser, club, venue or ticket issuer.

If an event-specific condition differs from these general Terms,
that condition applies only to the relevant aspect of the order and
cannot limit mandatory consumer rights.

You must be at least 18 years old and legally capable of entering a contract.
When purchasing for other attendees, you are responsible for informing them
of the relevant conditions and may provide their data only when authorized.

Nothing in these Terms excludes or restricts rights that consumers
are entitled to under mandatory law.

3. Nature of the service

TicketFan is an independent ticket agency. We are not Real Madrid,
FC Barcelona, Atlético de Madrid, a federation, competition, stadium
or the organiser’s official ticket office unless expressly stated.

Club names, competition names, venues, crests and trademarks are used
to identify events and do not imply sponsorship, affiliation or endorsement.

TicketFan may obtain or arrange inventory through professional suppliers
or other third parties. This does not remove the contractual obligations
assumed by Trade & Travel, S.L. unless a different seller and the
allocation of responsibilities are clearly identified before purchase.

4. Event information and schedules

Dates, kick-off times, venues, competitions and other event details are
displayed according to the latest information reasonably available.

An event may be shown with a status such as:

• Date and kick-off time confirmed.
• Date confirmed, kick-off time pending.
• Date and time awaiting confirmation.
• Rescheduled or postponed.
• Finished, cancelled or sold out.

Clubs, leagues, federations, broadcasters, public authorities and organisers
may change the date, time, venue or entry conditions.

Where a date or time is not confirmed, the information is provisional.
By purchasing, you accept that the event may take place at a different
date or time within the official competition schedule.

Times are shown in the venue’s local time. Check the event details before
booking non-refundable travel and again before travelling to the stadium.

5. Categories and seat allocation

Tickets are normally sold by general seating category or area,
not by a specific block, row or seat number, unless expressly stated.

Seating plans and category boundaries are indicative. The actual layout,
numbering and allocation may vary according to the venue, competition
and final allocation by the issuer.

Exact block, row and seat details may only become available when tickets
are allocated or delivered.

TicketFan category names may differ from the terminology used by the club
or venue.

If a venue or inventory change makes the selected category unavailable,
TicketFan may offer an equivalent or superior category. A lower category
requires the customer’s agreement or an appropriate price reduction.

Any material viewing restriction known to TicketFan will be disclosed
where applicable.

6. Pairs, groups and accessibility

Unless the event page states otherwise, two tickets purchased in the same
order will be allocated together as a pair whenever the category and venue
rules allow.

Orders containing more than two tickets may be divided into pairs.
For an odd-numbered group, one seat may be separate, with reasonable efforts
made to place it as close as possible to the others.

TicketFan does not guarantee that three or more people will be seated
in one continuous group, row or block. Tickets purchased in separate orders
are not guaranteed together.

A special seating request is binding only if TicketFan has accepted it
expressly in writing.

Customers requiring wheelchair spaces, accessible seating or another
adjustment must contact TicketFan before purchasing. A standard category
does not imply that a seat is accessible.

7. Prices, fees and face value

Unless otherwise stated, prices are shown per ticket and in euros.

Before payment, the customer will be shown the total order price,
including applicable taxes and mandatory fees. Any additional delivery
cost or other charge must be displayed before the customer becomes
obligated to pay.

TicketFan is an independent agency and the selling price may differ from
the original face value of the ticket. Depending on demand, availability,
category, sourcing and service costs, the selling price may be higher
or lower than face value.

A face value printed on or associated with a ticket does not change
the total selling price accepted before the order was placed.

Currency-conversion costs, international card charges or other fees applied
directly by a bank, card issuer or payment provider are not charged
by TicketFan.

Prices may change until an order is confirmed. After confirmation,
TicketFan will not increase the price unless the customer requests
a change that creates an additional cost.

If an obvious technical pricing error occurs, TicketFan will contact
the customer promptly. The customer may accept the correct price
or cancel and receive a full refund.

8. Booking process and contract formation

The normal booking process requires the customer to:

1. Choose an event.
2. Select the category and quantity.
3. Review the event information and schedule status.
4. Enter contact and billing details.
5. Review and correct input errors.
6. Accept the applicable conditions.
7. Submit the order with an obligation to pay.

Adding a ticket to the cart does not reserve it. Availability may change
until the order has been accepted.

These Terms are available for saving, printing and reproduction.
The version accepted when the order is placed forms part of the contract.

TicketFan will send an electronic acknowledgment within the legally required
period, normally immediately and no later than 24 hours after receiving
the order.

An automatic acknowledgment confirms receipt of the request.
The contract is accepted when TicketFan expressly confirms the order
after verifying payment and availability.

If TicketFan cannot accept the order, it will notify the customer
and return any amount collected.

9. Payment and security checks

Available methods are displayed at checkout and may include payment cards,
PayPal, bank transfer or other authorized systems.

An order is not considered paid until TicketFan has received valid
authorization or cleared funds.

For bank transfers, availability may change before the payment arrives.
TicketFan may confirm the order only after receiving the funds.

To prevent fraud, unauthorized use and payment errors, TicketFan or
the payment provider may request reasonable additional information,
including identity or payment-ownership verification.

If requested information is not supplied within the stated period
or a transaction presents a reasonable risk, TicketFan may reject
or cancel the order and refund the relevant amount.

10. Confirmation and availability

The order confirmation will normally include:

• Order number.
• Selected event.
• Quantity and category.
• Total price.
• Date and kick-off confirmation status.
• Initial delivery information.
• Customer-support details.

A booking confirmation or voucher is not necessarily the ticket required
for entry. The customer must wait for the document, link, transfer
or credential specified for the event.

Inventory remains subject to actual availability. If a ticket becomes
unavailable after confirmation for reasons not attributable to the customer,
TicketFan may offer an equivalent or superior alternative.
If no acceptable alternative exists, the affected amount will be refunded.

11. Delivery and ticket formats

Depending on the event, tickets may be delivered as:

• An electronic or PDF ticket.
• A mobile ticket or dynamic code.
• A transfer to an official application or account.
• A secure link sent by email.
• Access through the TicketFan account.
• Physical delivery or collection only where expressly stated.
• Another event-specific method communicated to the customer.

The delivery format and timing depend on the club, organiser, issuer
and ticket type and cannot always be selected by the customer.

Some tickets are released or transferable only close to matchday,
including on the day of the event. Delivery close to the event is not
in itself a failure where valid access is provided with reasonable time
to enter.

Hotel delivery and physical collection are not standard services
and apply only when expressly stated on the event page or confirmation.

TicketFan may replace or reissue a ticket where the organiser changes
the format, code, application or access system.

12. Customer responsibilities

The customer must:

• Provide an accurate name, email address and telephone number.
• Keep contact information up to date.
• Check email, spam folders and the TicketFan account.
• Accept transfers and complete registration within the stated deadline.
• Install any application required for the event.
• Use an account compatible with the information supplied to TicketFan.
• Carry a charged device with access to a mobile ticket.
• Keep QR codes, links, passwords and credentials confidential.
• Check the date, time, venue and entry gate before travelling.
• Arrive sufficiently early.
• Contact TicketFan immediately if a problem is identified.

TicketFan is not responsible for avoidable consequences caused by incorrect
customer data, failure to accept a transfer, loss of email access
or failure to follow the instructions.

Screenshots may not work with dynamic codes. The customer must use
the required format and application.

13. Venue rules, identification and children

Entry is subject to the rules of the club, organiser, venue, authorities
and ticket issuer.

Attendees must comply with rules concerning security, conduct,
prohibited items, age, identification and ticket use.

Identification matching the details supplied for ticket personalization
or transfer may be required.

At many venues every attendee, including a baby or child, requires
a valid ticket. Customers must check event-specific rules before booking.

TicketFan tickets are normally located in home-supporter or neutral areas.
Some venues prohibit away-team shirts, scarves, colours or symbols
in those areas.

Refusal of entry or removal resulting from prohibited clothing,
misconduct, intoxication, insufficient identification, late arrival
or another breach of venue rules does not create an automatic right
to a refund.

14. Validity guarantee and entry problems

TicketFan guarantees that supplied tickets are intended to provide valid
entry to the purchased event, provided the customer follows all instructions
and applicable venue rules.

If a ticket is apparently rejected because of a validity problem,
the customer must:

1. Contact TicketFan immediately before leaving the venue.
2. Allow TicketFan to investigate and attempt to resolve the issue.
3. Retain, where reasonably possible, messages, photographs,
   screenshots or other evidence of the incident.

TicketFan may provide a replacement ticket or alternative instructions.
If entry fails solely because a TicketFan-supplied ticket is invalid
and no solution can be provided, TicketFan will refund the amount paid
for the affected ticket and associated mandatory TicketFan charges.

The guarantee does not cover problems caused by:

• Sharing, copying, reselling or duplicating the ticket.
• Another person using the code first.
• Failure to accept a transfer or complete registration.
• Using a screenshot when a dynamic code is required.
• Lack of battery, device, connection or account access.
• Incorrect customer-supplied data or documents.
• Late arrival, an incorrect gate or ignored instructions.
• A breach of venue rules.

15. Withdrawal, customer cancellations and requested changes

Tickets for sporting events and other leisure activities scheduled
for a specific date or period are not subject to the general
14-day distance-contract withdrawal right.

Once an order is confirmed, there is no automatic right to cancel,
exchange or return tickets because of a change of mind, customer error,
illness, travel difficulties, changed plans or personal inability to attend.

TicketFan will review requests to change an attendee name, category,
quantity or other detail, but cannot guarantee that a change is possible.
A change may depend on the issuer and may involve an additional cost,
which will be communicated before it is made.

If duplicate orders are placed accidentally, contact TicketFan immediately.
TicketFan will try to help but cannot guarantee cancellation of an accepted
order or an allocated ticket.

This section does not restrict rights resulting from TicketFan’s breach,
event cancellation or another mandatory legal remedy.

16. Rescheduled, postponed or relocated events

If an event date or time changes, tickets will normally remain valid
for the rescheduled event.

Personal inability to attend the new date does not by itself create
an automatic refund right unless mandatory law, the organiser
or event-specific conditions provide otherwise.

If an event is postponed without a new date, the order remains open
until the organiser confirms rescheduling or cancellation.
TicketFan will communicate relevant information when available.

If the venue changes, TicketFan may reallocate tickets to an equivalent
or superior category in the new layout.

Where the organiser provides a refund, exchange or other event-specific
remedy, TicketFan will pass it on in accordance with the instructions
received and applicable law.

17. Event cancellation and events held without spectators

An event is treated as cancelled when the organiser officially confirms
that it will not take place and no replacement date exists.

If an event is definitively cancelled or held without spectators
and TicketFan cannot provide the contracted access, TicketFan will offer
the remedy required by applicable law.

Where a refund is due, it will cover the amount legally payable for
the affected tickets and mandatory charges collected by TicketFan,
according to the circumstances and applicable rights.

Independent travel, accommodation, transport, food or other third-party
costs are not part of the TicketFan order.

18. Refunds and remedies

Where a refund is due, TicketFan will process it without undue delay
and within the applicable legal period once the right to receive it
has been established.

Refunds will normally be made using the original payment method unless
otherwise expressly agreed or technically impossible.

The time required for funds to appear may depend on the bank,
payment provider or card issuer.

TicketFan will not replace a legally required monetary refund with
a voucher or credit without the customer’s consent.

Where only part of an order is affected, a refund may reasonably be
limited to that part.

19. Ticket use, transfer, resale, loss or copying

Tickets are personal or transferable only to the extent permitted
by the issuer and event rules.

The customer must not:

• Alter, manipulate or forge a ticket.
• Publish or share a QR code or access link.
• Duplicate a ticket or permit multiple people to use it.
• Resell it contrary to law or issuer conditions.
• Use it in a promotion, competition, advertisement or commercial package
  without authorization.

A ticket used, duplicated, blocked or invalidated because of conduct
attributable to the customer is not refundable.

If access to a ticket is lost, contact TicketFan immediately.
Recovery or reissue depends on the format, issuer and code status.

20. Liability, force majeure and technical incidents

TicketFan does not control sporting, operational or security decisions
made by the organiser, club, competition, stadium, public authorities
or transport providers.

TicketFan is not responsible for schedule changes, refereeing decisions,
results, team selections, match duration, weather, security checks,
queues or services supplied by third parties.

TicketFan is not responsible for separately booked travel or accommodation
costs except where liability cannot legally be excluded.

Nothing limits liability for fraud, wilful misconduct, death or personal
injury caused by negligence, gross breach or any liability that cannot
be excluded under applicable law.

TicketFan is not liable for delay or failure caused by circumstances
outside its reasonable control, including official decisions, conflicts,
public-health emergencies, natural events, major network failures,
cyberattacks or interruption of essential providers.

If force majeure makes performance definitively impossible,
the applicable cancellation or non-performance remedies will apply.

Temporary website errors, maintenance or technical interruptions
do not guarantee ticket availability or reserve a displayed price.

21. Personal data and communications

Personal data is processed according to the

Privacy Policy

and

Cookie Policy
.

TicketFan may send contractual communications by email, telephone,
WhatsApp, user account or another channel supplied by the customer.

These communications may include confirmations, data requests,
delivery links, ticket transfers, schedule changes, entry instructions
and security notices.

Customers must keep their information current. Communications sent
to the latest details provided are considered correctly addressed
unless TicketFan has previously received an update.

22. Complaints, invoices and dispute resolution

To submit an enquiry or complaint, use the
contact page,
email, telephone or the registered postal address.

Include the order number, purchasing email address and a clear explanation.
TicketFan will provide a complaint reference or written acknowledgment
on a durable medium.

TicketFan will respond as soon as possible and no later than the applicable
maximum legal period of 15 days after the complaint is submitted.

Official consumer complaint forms are available at the Madrid
customer-service office and may also be requested by email or through
the official consumer channels of the Community of Madrid.

If a consumer complaint is not resolved satisfactorily, TicketFan will,
where applicable, provide information about a competent accredited
alternative dispute-resolution body and state whether TicketFan is required
or agrees to participate.

The former European Online Dispute Resolution Platform is no longer operational.

An invoice may be requested by supplying the required billing information.

23. Applicable law and jurisdiction

These Terms are governed by Spanish law without depriving consumers
of mandatory protections applicable in their country of habitual residence.

Consumers may bring proceedings before the courts competent under applicable
law, including the courts of their domicile where the law so provides.

For contracts entered exclusively between businesses or professionals,
the parties submit to the courts of Madrid unless mandatory law requires
otherwise.

24. Changes, validity and language versions

TicketFan may update these Terms to reflect legal, technical
or operational changes.

Changes will not apply retroactively to confirmed orders unless required
by law or more favourable to the customer.

If a provision is found invalid, the remaining provisions remain effective.
The affected provision will be interpreted or replaced as closely as possible
to its lawful intended purpose.

The contract is concluded in the language selected during purchase.
All localized versions are intended to communicate equivalent conditions.
A translation difference will not reduce mandatory consumer rights
or the information the customer reasonably understood before payment.

Headings are included for convenience and do not affect interpretation.

For more information, read the
TicketFan FAQ
or contact our team.