Rocklab One

Preamble

The present ticketing service is managed by the CMA – Centre de Musiques Amplifiées, whose registered office is located at 5, Avenue du Rock'n'Roll, L-4361 Esch-sur-Alzette (Luxembourg), hereinafter “CMA” or “Rockhal”. For ticket sales, the CMA uses the solution of the company Ticketmatic, with registered office at Philipssite 5A bus 22, B-3001 Heverlee (Belgium).

For events organised by organisers other than the CMA itself, the responsible organiser may decide to sell entrance tickets through other ticketing outlets. If such is the case, the general terms and conditions of sale of the ticketing outlet in question shall apply.

Where a ticket purchase or event registration is initiated through the Rocklab One portal (the “Portal”), the present terms apply in addition to the Portal Terms & Conditions.

I. Purchase of Tickets

The purchaser formally acknowledges having read and accepted the present terms and conditions of sale before finalising any ticket purchase. Parental consent is required to create a user account on www.rockhal.lu if the user is under 16 years of age.

Note specific to the Rocklab One Portal: Account creation on the Rocklab One Portal is reserved to persons who have reached the age of majority (eighteen (18) years), in accordance with section II of the Portal Terms & Conditions.

The purchase is not complete until payment has been received. In accordance with the Luxembourg Consumer Code (art. L.222-9, paragraph 7), the customer does not have the right to withdraw from the contract and/or purchase. Concert tickets are expressly excluded by the aforementioned article.

II. Seating Plan and Location of Seats

At the time of booking, seats may be indicated on a seating plan if available and if numbered. The location of seats on the seating plan is provided in the most representative manner possible, is indicative only and has no contractual value.

III. Ticket Price and System and Shipping Fees

Ticket prices are quoted in euros, including all taxes (TTC). The CMA charges a system fee of 10% of the ticket price (max. EUR 5) for each entrance ticket sold. These charges, and any other charges that may exceptionally be applied, are added to the basic ticket price and are payable by the ticket purchaser. These charges are clearly communicated to the customer before the end of the payment process and include the provision of a scannable Print@Home or Mobile ticket. Different conditions may apply to tickets sold by ticketing outlets and points of sale other than the CMA itself.

For tickets sent by post, the following rate applies:

4.50 EUR per order / shipment (standard postal service)

IV. Payment Security

The CMA has entrusted its ticketing payment system to Worldline, a company specialised in securing online payments. Worldline guarantees the confidentiality of banking information, secured by the SSL protocol, which controls the validity of access rights at the time of payment by bank card and encrypts exchanges to guarantee confidentiality.

As part of anti-fraud measures, Worldline has implemented 3D Secure (or Verified by Visa or MasterCard SecureCode), a payment system based on authentication. This service is free of charge and may be activated for Visa or MasterCard payments. This system enables the customer's bank to verify the customer's identity at the time of payment. As the identification process is specific to each bank, please check with your bank which authentication process is used.

V. Delivery of Tickets

Once payment has been duly received, the order is confirmed and a confirmation e-mail is sent to the address indicated during the order process. This e-mail may take up to one (1) hour to be generated. Please contact us by e-mail at tickets@rockhal.lu if you have not received your tickets seventy-two (72) hours before the show. If you wish or if you require further information, please provide all relevant information, including the order number, e-mail address and full name.

The confirmation e-mail contains a download link enabling you to download a PDF document containing your tickets. The latest version of Adobe Reader is required for reading and printing. Each page of this document corresponds to one ticket. Tickets may also be imported directly into the wallet of a mobile telephone via another link contained in the e-mail.

VI. Exchange and Refund

The ticket is neither refundable nor exchangeable. It will not be replaced or refunded in case of loss.

VII. Programme Changes and/or Cancellations

Reasons beyond our control may lead to changes in programming, line-up, venue or schedule. These changes are announced on our website. Wherever possible, the customer will be informed in writing (by e-mail) of the cancellation of an event or a change of date and/or venue. Modifications shall not give rise to any refund or exchange. Tickets are refunded only in the event of cancellation of a performance. Under no circumstances may the organiser be held responsible for the reimbursement of any reservation or administrative fees, but only for the face value of the ticket. Free tickets are neither refunded nor exchanged.

VIII. Ticket Validity and Use

The ticket is valid only for the event to which it relates. Each ticket contains a QR code that allows entry by scan. Tickets may be printed out but may also be presented and scanned on your smartphone.

The ticket is not valid without its QR code. The ticket holder must be able to prove their identity, or the name appearing on the ticket. The ticket must be kept until the end of the event. Any exit from the Rockhal site is final and renders the ticket invalid for re-entry. Only tickets that expressly state this entitle the holder to a seat. By entering the Rockhal site, the customer accepts the house rules and any health and safety regulations in force at that time.

It is strictly forbidden to reproduce, duplicate or counterfeit a ticket in any manner whatsoever. Reproduction of a ticket and use of a copy of such ticket are punishable by law. The ticket may not be used for commercial or promotional purposes without the prior written authorisation of the organiser. Tickets may not be resold under any circumstances.

IX. Event Registration via the Portal

Certain free events, workshops, masterclasses, listening sessions and members-only activities organised by the CMA may be made available for registration directly through the Rocklab One Portal, without issuance of a paid ticket. Such registrations are subject to the following additional conditions:

Reservation of place. Registration confirms a personal reservation. Places are nominative and may not be transferred to a third party without the express prior written agreement of the CMA.
Cancellation by the participant. Where a free event has limited capacity, the registered member is required to cancel their registration through the Portal as soon as it becomes apparent that they will not be able to attend, and at the latest [PLACEHOLDER: minimum notice period, e.g. 24 hours] before the start of the event, in order to release the place to another member.
No-show follow-up. Where a member fails to attend a free event without cancelling in time, the CMA may contact the member to discuss the absence. Repeated unjustified no-shows may, after such dialogue, lead to a restriction of the member's ability to register for future free events. The applicable approach is detailed in section X below.
Cancellation or modification by the CMA. The CMA reserves the right to cancel, postpone, modify the format of or change the venue of any free event for organisational, safety, programming or force majeure reasons. Registered participants will be informed by e-mail at the address associated with their Portal account.
Capacity and waiting list. Where capacity is reached, registration may be placed on a waiting list. Promotion from the waiting list is automatic and notified by e-mail; the participant remains responsible for confirming their continued availability.
Identity verification at entry. The CMA may require presentation of a valid identity document at the entrance of any event for which registration was made through a personal Portal account.

X. No-Show Policy for Free Events

In order to ensure fair access to capacity-limited free activities, the CMA records the participant's attendance status (registered, attended, cancelled in time, or no-show) for internal purposes. These records are used for capacity management, individual follow-up, and aggregated engagement statistics; they are not used to apply any automated exclusion.

The CMA does not apply a fixed numerical threshold or automatic suspension for no-shows. Where a pattern of unjustified absences is observed, the CMA will first contact the member to discuss the situation. If repeated unjustified absences continue to materially affect the availability of places to other members, the CMA may, on a case-by-case basis and after that dialogue, temporarily restrict the member's ability to register for capacity-limited free events. Justified absences (illness, force majeure, evidenced upon request) are not taken into account.

The CMA reserves the right to introduce more detailed criteria (such as numerical thresholds or fixed suspension periods) in a future version of these Ticketing Terms, in which case members will be informed in accordance with section XXII of the General Terms and Conditions of Use of the Portal.

Any such restriction does not affect the member's right to purchase tickets to paid events of the CMA, nor any other rights under their Portal membership. The processing of attendance data is described in the Privacy Policy.

XI. Customer's Personal Data

When ordering tickets or other products, the customer is requested to provide a number of personal data. The processing of these data is necessary to enable the CMA to deliver the order, to deal with the customer's queries or to keep the customer informed in case of programming modifications or changes to times or venues.

The customer may, if they so wish, authorise the CMA to send them newsletters in order to inform them of future events and other information related to its activities. If, at a later date, the customer no longer wishes to receive information from the CMA, they may unsubscribe from the newsletter at any time by using one of the links provided for this purpose on the website or in any of the newsletters.

For further information on the processing of your personal data, please refer to the terms of our Privacy Policy.

XII. Contractual Relationship

The general terms and conditions of sale define the contractual relationship between the CMA and the customer. The CMA has the right to modify the content of its conditions of sale and of its sales website at any time and without prior notice. Unless otherwise stated, these modifications come into force as soon as they appear on the website.

XIII. Applicable Law in the Case of Dispute

The courts of the jurisdiction of Luxembourg shall have exclusive jurisdiction in case of any dispute.

The present general terms and conditions of sale are valid as from April 2026.

The English version of the General Terms and Conditions is provided for the operation of the Rocklab One Portal. A French version may be made available; in case of doubt as to interpretation, the French version of the corresponding ticketing terms in force at Rockhal may serve as a reference.