ticketing AGB
General Terms and Conditions – Ticket Brokerage
1. Scope, Definitions, Roles
1.1 Scope
These General Terms and Conditions (“T&Cs”) govern exclusively the contractual relationship between Universal Music GmbH, Mühlenstr. 25, 10243 Berlin (“UMG”), and the user / prospective ticket purchaser (“Customer”) in connection with the brokerage of tickets for third-party events via the online shops operated by UMG (“Platform”). UMG distributes the tickets as an intermediary on behalf of the respective organiser. By ordering tickets, the Customer instructs UMG to handle the processing of the ticket purchase, including dispatch.
These T&Cs do not apply to the purchase of any other goods or services (e.g. merchandise, audio/video recordings, downloads, bundles, insurance).
1.2 Definitions and Roles
a) “Organiser” means the respective third party that conducts the event and is the Customer’s contractual partner with regard to attendance at the event.
b) “Ticket” means the authorisation for admission to the event.
c) “Fulfilment Agreement” means the contractual relationship between UMG and the Customer regarding the technical and organisational handling of the ticket order and ticket delivery.
d) “Event Agreement” means the agreement between the Organiser and the Customer regarding attendance at the event (including the Ticket).
1.3 Intermediary Role – No Seller Role
UMG acts on behalf of the respective Organiser and brokers the conclusion of the Event Agreement between the Customer and the Organiser. In addition, a Fulfilment Agreement is concluded between UMG and the Customer regarding the technical and organisational handling of the ticket order and ticket delivery. UMG does not become a party to the Event Agreement, does not owe the performance of the event, and assumes no liability for performance or success in relation to the Organiser’s services.
1.4 Technical Service Providers
UMG may engage technical service providers for the provision and processing of ticket purchases, in particular for platform operation, ticket fulfilment, and customer communication; such service providers shall not become contractual partners of the Customer.
1.5 Private Purpose
The purchase of tickets via the Platform is permitted exclusively to consumers within the meaning of Section 13 of the German Civil Code (BGB). By submitting an order, the Customer declares that they are acting exclusively for private purposes.
2. Organiser Terms (Priority)
2.1 Priority of the Organiser’s T&Cs
To the extent that the Organiser provides its own terms and conditions (“Organiser T&Cs”), such Organiser T&Cs shall take precedence with respect to the Event Agreement. UMG shall make the Organiser T&Cs available during the booking process or indicate where they can be accessed.
2.2 No Obligation on UMG to Verify
Information provided by the Organiser, in particular regarding venue, time, programme, artists, admission rules, seated/standing categories, accessibility, or safety measures (“Organiser Information”), originates from the Organiser. UMG is not obliged and, as a rule, is not in a position to verify such information in full.
3. Registration, Account, Protection Against Misuse
3.1 Account
Where a customer account is offered, the Customer must keep access credentials confidential and protect them against access by third parties.
3.2 Blocking
UMG may temporarily suspend or permanently deactivate accounts where there are concrete indications of misuse, security risks, or material breaches of these T&Cs (e.g. circumvention of purchase restrictions, automated ordering processes/bots, misuse of personalisation data).
4. Brokerage Process and Conclusion of Contract
4.1 Presentation on the Platform
The presentation of events/tickets on the Platform does not constitute a binding offer by UMG. It serves solely to enable the Customer to submit an offer to the Organiser.
4.2 Offer by the Customer / Acceptance by the Organiser
Upon completion of the order process, the Customer submits a binding offer to conclude the Event Agreement with the Organiser.
The Event Agreement is concluded when the Organiser accepts this offer. Acceptance is generally effected by electronic confirmation (e.g. order confirmation) and may be transmitted by UMG in the Organiser’s name.
4.3 Condition Precedent / Payment
Where provided for in the order process, the effectiveness of the Event Agreement or the provision of the Ticket may be made conditional upon our receipt of full payment.
4.4 Correction of Input Errors
The Customer is responsible for the accuracy of the information provided (event, date, number of tickets, shipping method, personalisation). Entries must be checked and corrected before final submission.
4.5 Minimum Age
Conclusion of the Organiser Agreement / Fulfilment Agreement is permitted only to persons of legal age and legal capacity or with the consent of their legal representatives.
5. Purchase Restrictions
The Organiser may set maximum quantities per customer for each event. In the event of an excess, the order may be adjusted or cancelled, or tickets may be blocked for admission, insofar as legally permissible. The rules communicated during the order process shall be decisive.
6. Prices, Fees, Payment Processing (Collection)
6.1 Price Components
The ticket price is determined by the Organiser. In addition, service/brokerage fees, shipping costs (e.g. for hard tickets), or charges for certain payment methods may apply. All price components shall be displayed during the order process before the order is submitted.
6.2 Collection Activity by UMG
Where provided for in the order process, UMG may collect the ticket price and, where applicable, other price components in the name and for the account of the Organiser (collection authorisation). Payment to UMG shall, to that extent, discharge the Customer’s payment obligation vis-à-vis the Organiser.
6.3 Payment Service Providers / Assignment
Where the Customer uses payment service providers (e.g. invoice purchase / BNPL), their supplementary terms shall apply in addition. Claims may, insofar as legally permissible, be assigned to payment service providers for payment processing purposes.
7. Ticket Provision, Ticket Formats, Complaints
7.1 Ticket Formats
Unless otherwise communicated, the Customer will receive automated emails (order confirmation and ticket provision/link). The ticket format depends on the admission modalities specified by the Organiser (download, print-at-home, mobile wallet, etc.). The order confirmation alone does not entitle the Customer to admission.
7.2 Hard Tickets
Where offered, the Customer may order hard tickets for a fee. Dispatch and shipping risks are governed by the conditions stated during the order process; the Organiser remains the relevant contractual partner under the Event Agreement.
7.3 Obligation to Check / Complaints
The Customer must inspect the Tickets for accuracy immediately upon receipt (number, event, date, venue, price category, personalisation). Obvious errors must be notified no later than within five working days of receipt.
7.4 Transfer of Tickets
The permissibility of passing on, transferring, or reselling Tickets shall be governed exclusively by the provisions of the respective Organiser, in particular its general terms and conditions.
8. Right of Withdrawal
There is no right of withdrawal for the Event Agreement or the Fulfilment Agreement connected with the ticket order in the case of leisure events with a fixed date pursuant to Section 312g (2) No. 9 German Civil Code (BGB).
9. Warranty / Defects / Performance Disruptions
9.1 No Warranty by UMG for the Organiser’s Performance
Any warranty, reduction, damages, or other claims arising from defects relating to the Ticket or the event (e.g. cancellation, postponement, programme changes, refusal of admission, restricted view) shall, insofar as legally permissible, be directed exclusively against the Organiser.
9.2 Support by UMG
UMG may, within reasonable limits, support the Customer in communicating with the Organiser (e.g. forwarding enquiries). A claim to such support shall exist only where this has been expressly promised.
9.3 No Risk Assumed by UMG
The transfer of risk, admission risk, and the risk relating to performance of the event lie in the relationship between Customer and Organiser. UMG assumes no risk-bearing or custodial obligations in respect of Tickets after they have been provided, except within the scope of the technical availability of the Platform (see Clause 10).
10. Availability of the Platform / Technical Disruptions
10.1 Operation of the Platform
Within the framework of the Fulfilment Agreement, UMG owes a customary level of availability of the Platform, taking into account maintenance windows, security measures, and technical limitations.
10.2 Access to Tickets in the Event of Disruptions
In the event of technical disruptions for which UMG is responsible and which materially impair the provision of Tickets, UMG’s obligation shall be limited to restoring access or providing an alternative method of provision within reasonable limits. UMG does not owe the performance of the event.
11. Refunds
11.1 Principle
Refunds (ticket price and, where applicable, fees) shall be made exclusively in accordance with the Organiser’s requirements and the Organiser T&Cs. The Organiser is the party against whom any such claim must be asserted.
11.2 Processing by UMG
Where UMG is instructed by the Organiser to process refunds on its behalf, UMG shall act exclusively as the Organiser’s service provider / vicarious agent. No separate claim for repayment against UMG shall arise for the Customer as a result.
11.3 Recipient of Payment
Any such refunds processed by UMG shall generally be made only to the original purchaser and by means of the payment method originally used, unless determined otherwise.
11.4 Insolvency of the Organiser
In the event of the Organiser’s insolvency, UMG may be legally prevented from processing refunds on its behalf; claims must be asserted against the Organiser or in the insolvency proceedings.
12. Liability of UMG (Fulfilment-Related)
UMG’s liability is limited to obligations arising from the Fulfilment Agreement; the respective Organiser shall be solely liable for the event itself.
12.1 Unlimited Liability
UMG shall be liable without limitation in accordance with statutory provisions:
(i) in cases of intent or gross negligence,
(ii) for injury to life, body, or health,
(iii) under the German Product Liability Act,
(iv) where guarantees have been expressly assumed and
(v) where defects have been fraudulently concealed.
12.2 Limited Liability in Cases of Slight Negligence
In the event of a slightly negligent breach of essential obligations under the Fulfilment Agreement (cardinal obligations), UMG’s liability shall be limited in amount to the typical and foreseeable damage. Cardinal obligations are obligations whose fulfilment is essential for the proper handling of the ticket order and ticket delivery and on whose compliance the Customer may regularly rely.
12.3 Exclusion in Other Respects / No Performance Liability
In all other respects, UMG’s liability for slight negligence is excluded.
In particular, UMG shall not be liable for breaches of duty by the Organiser or third parties (e.g. venue, security, ticketing provider), unless UMG is responsible for such breaches within the scope of its own fulfilment obligations.
12.4 No Liability for Wasted Expenditure
Travel, accommodation, and consequential costs shall not be reimbursed by UMG, insofar as legally permissible; any such claims must be asserted against the Organiser.
13. Obligations of the Customer / Indemnification
The Customer must provide truthful information during the order process and must refrain from misuse.
Where the Customer culpably infringes third-party rights or triggers claims against UMG through abusive conduct, the Customer shall indemnify UMG against third-party claims, including the necessary costs of legal defence.
14. Attendance at the Event / House Rules / Recordings / Infection Protection
Access, house rules, security checks, recording and image rights, and infection protection measures shall be governed by the requirements of the Organiser and the venue. UMG may provide information in this regard, but is not the rule-setting party.
15. Data Protection
UMG processes personal data for brokerage and fulfilment purposes. Data will be transmitted to the Organiser and service providers where necessary. Details are set out in UMG’s Privacy Notice at: https://www.universal-music.de/rechtliche-hinweise/privacy-policy
16. Final Provisions for the Fulfilment Agreement
16.1 Severability Clause
Should individual provisions be invalid, the validity of the remaining provisions shall remain unaffected.
16.2 Applicable Law
The law of the Federal Republic of Germany shall apply exclusively, to the exclusion of the UN Convention on Contracts for the International Sale of Goods. Mandatory consumer protection law applicable at the Customer’s habitual place of residence shall remain unaffected.
16.3 Place of Jurisdiction
As against entrepreneurs, Berlin shall be the exclusive place of jurisdiction; in all other respects, the statutory places of jurisdiction shall apply.
16.4 Online Dispute Resolution / Consumer Dispute Resolution
UMG is neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board.
16.5 Transfer
UMG is entitled to transfer its rights and obligations under the Fulfilment Agreement to third parties, provided that this does not result in any material disadvantage for the Customer.
General Terms and Conditions – Event Tickets
1. Scope, Definitions, Roles
1.1 Scope
These General Terms and Conditions (“T&Cs”) govern exclusively the contractual relationship between Universal Music GmbH, Mühlenstr. 25, 10243 Berlin (“UMG”), and the user / prospective ticket purchaser (“Customer”) in relation to the sale of tickets for events organised by UMG via the online shops operated by UMG (“Platform”).
These T&Cs do not apply to the purchase of other goods or services (e.g. merchandise, audio/video recordings, downloads, bundles, insurance), insofar as separate terms and conditions apply to such goods or services.
1.2 Definitions and Roles
a) “Organiser” means UMG. UMG organises the respective event and is the Customer’s contractual partner in relation to attendance at the event.
b) “Ticket” means the authorisation for admission to an event organised by UMG.
c) “Ticket Purchase Agreement” means the contractual relationship between UMG and the Customer regarding the purchase of the Ticket and attendance at the event (including the rights arising from the Ticket).
d) “Platform” means the online services operated or used by UMG via which Tickets are offered and sold.
1.3 UMG as Organiser and Seller
UMG is the organiser of the events offered under these T&Cs and the Customer’s contractual partner in connection with the ticket purchase and attendance at the event.
1.4 Technical Service Providers
UMG may use technical service providers for the provision and processing of the ticket purchase (in particular operation of the Platform, provision of Tickets and customer communication); such service providers shall not become contractual partners of the Customer.
1.5 Private Purpose
The purchase of tickets via the Platform is permitted exclusively to consumers within the meaning of Section 13 of the German Civil Code (BGB). By submitting an order, the Customer declares that they are acting exclusively for private purposes.
2. Event Conditions and Information
2.1 Special Event Conditions / Priority
UMG may stipulate special conditions for certain events (“Event Conditions”, e.g. admission rules, safety regulations, age restrictions, photo/video prohibitions, venue house rules).
These shall be made available during the booking process or reference shall be made to where they can be accessed. In the event of any conflict between these T&Cs and special Event Conditions, the special Event Conditions shall take precedence.
2.2 Event Information
Information concerning venue, time, programme, performing artists, seated/standing categories, accessibility or safety measures (“Event Information”) is provided by UMG. UMG is entitled to make content-related or organisational changes within reasonable limits (e.g. replacement of artists, change of starting time), provided that the essential character of the event is preserved for the Customer and there is no unreasonable deviation.
3. Registration, Account, Protection Against Misuse
3.1 Account
Where a customer account is offered, the Customer must keep their access credentials confidential and protect them against access by third parties. UMG recommends changing passwords regularly and using secure passwords.
3.2 Blocking
UMG may temporarily suspend or permanently deactivate accounts where there are concrete indications of misuse, security risks or material breaches of these T&Cs (e.g. circumvention of purchase restrictions, automated ordering processes/bots, misuse of personalisation data, payment fraud).
4. Sales Process and Conclusion of Contract
4.1 Presentation on the Platform
The presentation of events/Tickets on the Platform does not constitute a binding offer in the legal sense, but rather a non-binding invitation to the Customer to submit an offer.
4.2 Offer by the Customer / Acceptance by UMG
By completing the order process and clicking the “Buy” button or the button clearly labelled in accordance with Section 312j (3) German Civil Code (BGB), the Customer submits a binding offer to conclude a Ticket Purchase Agreement with UMG.
The Ticket Purchase Agreement is concluded when UMG accepts this offer. Acceptance is generally effected by electronic confirmation (e.g. order confirmation by email) and/or by provision of the Ticket (download link, mobile ticket provision, etc.).
4.3 Condition Precedent / Payment
Where indicated in the order process, the effectiveness of the Ticket Purchase Agreement may be made conditional upon full receipt of payment.
4.4 Correction of Input Errors
The Customer is responsible for the accuracy of the information provided (event, date, number of Tickets, shipping method, personalisation, contact details). Before completing the order, entries must be checked and, if necessary, corrected using the technical correction options provided.
4.5 Minimum Age
Ticket orders are permitted only for persons of legal age and, in all other respects, only within the scope of the statutory provisions on legal capacity.
Any age- or identity-related admission requirements (e.g. minimum age, identification requirement, accompaniment rules) shall be governed by the provisions applicable to the respective event and shall be communicated to the Customer during the ticket purchase process and/or in event-related information.
5. Purchase Restrictions
UMG may set maximum purchase quantities per Customer for each event or each ticket category. The applicable restrictions shall be displayed during the order process.
If the stated limits are exceeded, UMG is entitled to adjust or cancel orders and/or block Tickets for admission.
UMG may furthermore take measures against automated orders, use of bots or commercial resale.
6. Prices, Fees, Payment Processing
6.1 Price Components
The ticket price is determined by UMG. In addition, service/system fees, shipping costs (e.g. for hard tickets) or charges for certain payment methods may apply. All price components shall be transparently displayed to the Customer during the order process before the order is submitted.
6.2 Payment Processing by UMG
UMG is the holder of the claim arising from the Ticket Purchase Agreement. Payments by the Customer shall be made to UMG or to payment service providers used by UMG. The available payment methods (e.g. credit card, SEPA direct debit, instant payment, PayPal, invoice purchase / BNPL) shall be displayed during the order process; there is no entitlement to use any particular payment method.
Payments made to payment service providers designated by UMG shall discharge the Customer’s payment obligation vis-à-vis UMG.
6.3 Payment Service Providers / Assignment
Where the Customer uses payment service providers (e.g. invoice purchase / BNPL), their supplementary terms shall also apply. UMG may assign claims to payment service providers for payment processing purposes; the Customer shall be informed accordingly. In such case, payment may be made to the respective payment service provider with discharging effect.
7. Ticket Provision, Ticket Formats, Complaints
7.1 Ticket Formats
Unless otherwise communicated, the Customer will receive automated emails (order confirmation and ticket provision/link). The specific ticket format (e.g. download ticket, print-at-home ticket, mobile ticket, wallet ticket, hard ticket) shall depend on the admission modalities specified by UMG.
The order confirmation alone does not entitle the Customer to admission; only the relevant Ticket in the prescribed form does so.
7.2 Hard Tickets
Where offered, the Customer may order hard tickets for a separate fee. The shipping method, duration and risk shall be governed by the conditions stated during the order process.
7.3 Obligation to Check / Complaints
The Customer must inspect Tickets for accuracy immediately upon receipt (number, event, date, venue, price category, personalisation).
Obvious errors (e.g. incorrect date, incorrect event) should be notified to UMG no later than within five working days of receipt in order to enable timely correction.
7.4 Transfer / Resale of Tickets
(i) The Ticket is sold exclusively for private, non-commercial use. Any commercial or business resale of the Ticket is prohibited.
(ii) A non-commercial resale of the Ticket, in particular in individual cases of illness or other inability of the ticket purchaser to attend, is permitted, provided that a markup of no more than 15% is charged to compensate for transaction costs.
(iii) In the event of a breach of the foregoing conditions, UMG shall be entitled, insofar as legally permissible, to refuse admission to the event without replacement and/or to block Tickets.
8. Right of Withdrawal
There is no right of withdrawal for the Ticket Purchase Agreement in the case of leisure events with a fixed date pursuant to Section 312g (2) No. 9 German Civil Code (BGB).
Accordingly, the Customer may not withdraw their contractual declaration relating to the ticket purchase. Every order for Tickets becomes binding upon conclusion of the contract and gives rise to an obligation to pay for the Tickets ordered.
9. Warranty / Defects / Performance Disruptions
In the event of changes, postponement, cancellation or other performance disruptions, the statutory provisions, the provisions set out in Section 11, and the event-related rules communicated during the ticket purchase process shall apply.
10. Availability of the Platform / Technical Disruptions
10.1 Operation of the Platform
Within the framework of the Ticket Purchase Agreement, UMG owes a customary level of availability of the Platform, taking into account necessary maintenance windows, security measures and technical limitations. Continuous uninterrupted availability at all times cannot be guaranteed.
10.2 Access to Tickets in the Event of Disruptions
In the event of technical disruptions for which UMG is responsible and which materially impair the provision of Tickets, UMG’s obligation shall be limited to restoring or alternatively providing the Ticket within reasonable limits (e.g. renewed dispatch, replacement barcode on site).
In this context, UMG does not owe the services of third parties (e.g. mobile network operators, email providers).
11. Refunds (Cancellation / Postponement / Processing)
11.1 Principle
In the event of cancellation, postponement or material change to the event, the rights and obligations of the parties shall be governed by the statutory provisions and the rules communicated in connection with the respective event.
11.2 Cancellation
If an event is cancelled in full, the Ticket Purchase Agreement may be unwound in accordance with the statutory provisions. Any further claims shall exist only within the scope of the statutory provisions.
11.3 Postponement / Change of Date
If an event is postponed or the date is changed, UMG may determine that Tickets remain valid for the replacement date.
A reversal of the transaction shall only be considered where attendance on the replacement date would be unreasonable for the Customer in view of the circumstances of the individual case; the statutory provisions shall be decisive.
11.4 Material Change
A material change shall exist in particular where the overall character of the event is significantly altered. In such case, the statutory provisions shall apply.
11.5 Processing / Procedure
Where a reversal of the transaction takes place, the procedure (in particular deadlines, required evidence, return/voiding processes and the method of processing) shall be announced in the respective case via the Platform and/or by email.
Refunds shall, where possible, be made using the payment method originally used and to the original purchaser.
12. Liability of UMG
12.1 Unlimited Liability
UMG shall be liable without limitation in accordance with statutory provisions
(i) in cases of intent or gross negligence,
(ii) for injury to life, body or health,
(iii) under the German Product Liability Act,
(iv) where guarantees have been expressly assumed, and
(v) where defects have been fraudulently concealed.
12.2 Limited Liability in Cases of Slight Negligence
In the event of a slightly negligent breach of essential obligations under the Ticket Purchase Agreement (cardinal obligations), UMG’s liability shall be limited in amount to the typical and foreseeable damage. Cardinal obligations are obligations whose fulfilment is essential for the proper performance of the contract and on whose compliance the Customer may regularly rely.
12.3 Exclusion in Other Respects
In all other respects, UMG’s liability for slight negligence is excluded, insofar as legally permissible.
12.4 No Liability for Wasted Expenditure
Travel, accommodation and other consequential costs shall generally not be reimbursed by UMG if an event is cancelled or postponed for reasons for which UMG is not responsible. Where UMG is responsible for an event, statutory claims shall remain unaffected, but may, insofar as legally permissible, be limited in amount to the typical and foreseeable damage.
13. Obligations of the Customer / Indemnification
The Customer must provide truthful information during the order process, must not circumvent technical protection mechanisms, and must comply with the house rules and event rules.
Where the Customer culpably infringes third-party rights or obligations under these T&Cs and thereby triggers claims against UMG, the Customer shall indemnify UMG against justified third-party claims, including the necessary costs of legal defence.
14. Attendance at the Event / House Rules / Recordings
14.1 House Rules / Security Checks / Prohibited Items
UMG and/or the respective venue exercise householder’s rights; lawful instructions issued by security staff must be followed. Upon admission, security checks of persons and carried items may be carried out. UMG may refuse admission or remove visitors where
(i) prohibited items/substances are carried,
(ii) there is a security or health risk, or
(iii) these T&Cs, event-related conditions, the house rules or instructions issued by security staff are breached. In such cases, there shall generally be no entitlement to a refund.
(iv) Prohibited items include in particular (non-exhaustive): backpacks/suitcases (bags up to DIN A4 are generally permitted), glass containers/bottles, helmets/masks/concealment of identity (except permitted mouth-and-nose coverings), weapons of any kind, bulky objects and drugs/illegal substances.
14.2 Photographs, Film and Audio Recordings
During the event, photographs, film recordings and/or audio recordings may be made by UMG, commissioned third parties and, where applicable, media partners, in which visitors may be recognisable. By entering the venue, the visitor agrees that overview shots and event recordings in particular (e.g. audience, atmosphere, admission situations) may be created and that UMG may use and publish them for reporting purposes and for documentation and promotion of the event and UMG’s activities (including website, social media and press work).
The Customer is requested, before attending the event, to inform themselves about event-specific rules (e.g. admission times, age rules, bag/prohibited item rules, security checks, photo/video rules) on the basis of the information provided during the ticket purchase process and, where applicable, on the event page.
15. Data Protection
UMG processes personal data for the performance and handling of the ticket purchase and the event. Data may, where necessary, be transferred to third parties, including service providers. Details are set out in UMG’s Privacy Notice at: https://www.universal-music.de/rechtliche-hinweise/privacy-policy
16. Final Provisions
16.1 Severability Clause
Should individual provisions of these T&Cs be or become invalid or unenforceable in whole or in part, the validity of the remaining provisions shall remain unaffected.
16.2 Applicable Law
The law of the Federal Republic of Germany shall apply exclusively, to the exclusion of the UN Convention on Contracts for the International Sale of Goods. Mandatory consumer protection law applicable at the Customer’s habitual place of residence shall remain unaffected.
16.3 Place of Jurisdiction
As against entrepreneurs, Berlin shall be the exclusive place of jurisdiction; in all other respects, the statutory places of jurisdiction shall apply.
16.4 Online Dispute Resolution / Consumer Dispute Resolution
UMG is neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board.
16.5 Transfer
UMG is entitled, upon giving reasonable notice, to transfer its rights and obligations under the Ticket Purchase Agreement to third parties, provided that this does not result in any material disadvantage for the Customer. In such case, the Customer shall be informed in due time.