Ticket Guarantee terms

Reading guide

Subject to these terms, Ticket Guarantee provides a refund where a covered, unexpected event reasonably prevents the Ticket Holder from attending the Event. Mandatory consumer rights always continue to apply.

Article 1. When does Ticket Guarantee apply?

• Ticket Guarantee was purchased at the same time as the protected Ticket and paid for in full.
• The event was not known and could not reasonably have been foreseen when it was purchased.
• Ticket Guarantee is shown in the order confirmation or payment receipt.
• The Ticket Holder complies with the notification, evidence and application requirements in these terms.

Ticket Guarantee applies per Ticket. If an order contains several Tickets, Ticket Guarantee must have been purchased separately for every Ticket that is to be protected.

Article 2. Who is protected?

Protection applies to the person named on the Ticket or, for a non-personalised Ticket, the person for whom the Ticket was demonstrably bought in the original order. Eventries may request information to establish the identity of the protected Ticket Holder.

Ticket Guarantee is not automatically transferable. Protection ends after a sale, transfer or official name change unless Eventries confirms in writing that it has transferred to the new Ticket Holder.

Article 3. Covered events

An application can be made for one of the following unexpected events, provided it demonstrably prevents the Ticket Holder from attending the Event.

• Serious illness, a medical condition or an accident affecting the Ticket Holder that makes attendance on the event date medically inadvisable or practically impossible.
• An unexpected hospital admission or medically necessary treatment of the Ticket Holder on or around the event date.
• An unexpected serious illness or hospital admission of a spouse, registered partner, cohabiting partner, child, foster child, parent, foster parent, sibling, grandparent or grandchild, where the Ticket Holder’s presence or care is reasonably necessary.
• The death of a partner or first- or second-degree relative within thirty days before the Event.
• An unexpected medical pregnancy complication that makes it inadvisable for the Ticket Holder to attend.
• Serious unexpected damage to the Ticket Holder’s main home due to fire, burglary, storm or flooding, for example, where their personal presence is necessary.

An unexpected and serious deterioration of a pre-existing condition may be covered where it could not reasonably have been foreseen when Ticket Guarantee was purchased. The existence of a condition alone is not an automatic ground for a refund.

Article 4. Amount refunded

Following approval, the original admission price of the protected Ticket and the mandatory service or booking fees directly connected to that Ticket are refunded. Eventries never refunds more than the amount demonstrably paid for that Ticket.

The price of Ticket Guarantee itself is not refunded. Voluntary donations, refreshments, tokens, credit, merchandise, parking, transport or accommodation costs, delivery charges, name-change fees and other third-party costs are also excluded.

Article 5. Not covered

• Changing your mind or no longer having the time or desire to attend.
• Work, study, a holiday, another appointment or failure to obtain permission to attend.
• Traffic, insufficient transport, delays or missed or cancelled public transport.
• A normal pregnancy without an unexpected medical complication.
• A situation already known or reasonably foreseeable when Ticket Guarantee was purchased.
• An intentionally caused event, or one materially caused by alcohol, drugs or other seriously culpable behaviour.
• A Ticket that has already been used, scanned, resold or otherwise reimbursed.
• An application containing incorrect, incomplete, misleading or falsified information.
• Costs or losses other than the covered Ticket price and mandatory Ticket fees.

Article 6. Cancellation or rescheduling

Ticket Guarantee is not intended for an Event cancelled or rescheduled by the Organiser. In that situation, the Buyer’s statutory rights, the Terms and conditions for ticket buyers and the Organiser’s terms apply. The same Ticket is never refunded twice.

Article 7. Application deadline

• The inability to attend is reported as soon as possible and preferably before the Event starts.
• The application is registered no later than 48 hours after the Event starts.
• Required evidence is supplied no later than fourteen days after the application.
• The Ticket remains unused and is not resold or transferred.

Where timely notification was impossible due to hospital admission, death or another evidenced situation beyond the applicant’s control, Eventries may still consider a later application.

Article 8. Evidence

Eventries only asks for information necessary to assess the application. Depending on the reason, this may include the order and Ticket number, proof of payment, confirmation of a medical assessment or treatment, evidence of hospital admission, a death notice or funeral card, evidence of the family relationship, or a statement from the police, fire brigade or an insurer.

Where evidence contains more information than necessary, the Ticket Holder may redact irrelevant data, provided that the name, relevant date, sender and necessary confirmation remain verifiable.

Article 9. Assessment and payment

Once a complete application has been received, the Ticket Holder will in principle receive a decision within fourteen days. If additional information is required, the decision period is suspended until that information is received.

Following approval, the established amount is in principle refunded within fourteen days through the original payment method. The relevant Ticket is invalidated. A rejection will include reasons and may be submitted for written reconsideration within fourteen days.

Article 10. Other compensation and TicketSwap

Ticket Guarantee only reimburses amounts not already reimbursed by the Organiser, TicketSwap, an insurer, carrier, payment service provider or another party. A Ticket sold through TicketSwap or otherwise does not entitle the original Ticket Holder to an additional refund.

Article 11. Fraud and misuse

Eventries may reject an application in the event of fraud, deception, falsified documents, misuse or an attempt to obtain double reimbursement. If a Ticket is used or sold after payment, the refunded amount may be recovered.

Article 12. Personal data

Personal data is used only to assess and handle the application, prevent fraud, make payment and keep the necessary records. Medical information and other sensitive evidence is accessible only to authorised staff or engaged experts, is appropriately secured and is not retained longer than necessary. The Eventries privacy statement provides more information about privacy rights and contact options.

Article 13. Questions, objections and complaints

Questions, objections or complaints can be sent to support@eventries.nl. Include the order number, but only send sensitive or medical evidence through the designated secure route. Eventries aims to respond substantively within fourteen days or will explain within that period if more time is required.

Article 14. Law, language and changes

Dutch law applies, without prejudice to mandatory consumer protection. The version in force when Ticket Guarantee was purchased continues to apply to that purchase. If a provision is invalid, the other provisions remain in force.

This English text is a translation. In the event of any difference in meaning between this translation and the Dutch original, the Dutch text prevails.