1. Right of withdrawal and refunds
Eventium acts solely as a technology platform that facilitates the publication and sale of tickets for events organised by third parties. Eventium never acts as the organiser, nor does it participate in the planning, execution or cancellation of events published on the Site. Accordingly, Eventium assumes no direct responsibility for the total or partial cancellation of any event, nor for any modifications, decisions which fall exclusively on the promoter or organiser.
Any claim relating to the holding, postponement, modification or cancellation of an event must be addressed by the user directly to its promoter. Eventium makes its communication channels and platform available to both parties to facilitate processing, but this does not mean Eventium assumes the final decision.
In accordance with applicable consumer law, the general right of withdrawal does not apply, since this right is expressly excluded for leisure-activity services where the contract sets a specific date of execution (art. 103.l of Spanish Royal Legislative Decree 1/2007, approving the consolidated text of the General Law for the Defence of Consumers and Users).
Notwithstanding the above, users may request a total or partial refund from the promoter in the cases detailed below, except where the suspension or substantial modification occurs after the event has begun due to force majeure.
2. Cases where a refund applies
Total cancellation of the event
Total cancellation means the definitive cancellation of the event without setting a new date and without any force majeure event. In this case, the user may request the promoter to refund the full ticket price plus any service fees incurred. The promoter, as organiser, is the only party responsible for executing the refund within the deadline set by applicable national or regional law, which may not exceed 14 calendar days from the public announcement of the cancellation. Eventium will actively cooperate by making its platform available, but is not responsible for delays or refunds executed by the promoter outside the legally required terms.
Partial cancellation of the event
Applies when, in an event lasting more than 24 hours, at least one of the days is cancelled without force majeure. The user may request from the promoter a refund proportional to the affected day(s), plus the corresponding service fees. The promoter has a maximum of 14 calendar days from the announcement of the partial cancellation (or, where prior notice was not possible, from when the cancellation occurs).
Substantial modification of the event
A substantial modification means any change that causes the event to differ significantly from what the user could reasonably expect when buying their ticket, provided no force majeure applies. A simple change in start time is not considered a substantial modification.
Faced with a substantial modification, the user may either confirm attendance under the new conditions or request from the promoter a refund of the ticket price plus service fees. The promoter has a maximum of 14 calendar days from the request. If the user does not communicate their decision within that period, attendance will be assumed and no later refund may be claimed.
Pricing error
If a pricing error is detected on a published ticket, the promoter will notify the user as soon as possible so they can decide whether to continue the purchase at the correct price (paying the difference) or cancel the order. In the second case, the user is entitled to a full refund of the amount paid, including service fees, within 14 calendar days from the notification of the error.
In any of these cases, Eventium's customer support team will handle incoming communications and facilitate contact between user and promoter to speed up resolution. Inability to attend for personal reasons, a user mistake when entering details during checkout, or adverse weather that does not prevent the event from taking place do not, on their own, qualify as grounds for a refund.
When a refund applies, it will be issued — unless instructed otherwise — to the account associated with the card used by the user at the time of purchase.
3. Optional cancellation insurance
Eventium offers promoters the option to enable, on the events they choose, an optional cancellation insurance. When this system is enabled, the user can purchase additional cover during checkout (clearly shown in the final price before payment) that lets them request a refund of the ticket amount if they ultimately can't attend the event.
To trigger a refund under this scheme, the user must: (i) submit the request in writing to Eventium through the channels indicated during checkout; (ii) do so within the stated deadline — communicated before purchasing the insurance; and (iii) provide all documentation or information required by the particular conditions of that cancellation insurance.
4. How to request a refund
Complete the form below with your ticket details. Once submitted, Eventium will automatically forward your request to the event organiser, who will contact you by email within the applicable legal deadline.