Rocklab One

Preamble

The ticketing service is operated by the CMA – Centre de Musiques Amplifiées (établissement public), whose registered office is located at 5, Avenue du Rock'n'Roll, L-4361 Esch-sur-Alzette, Luxembourg (the "CMA"). The ticketing service is operated by the CMA under the Rocklab brand. Ticket sales are processed through Ticketmatic, 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 Ticketing Terms and Conditions (the "Terms") are completed by the following documents, which form an integral part of the contractual relationship between the customer and the CMA:

Terms capitalised but not defined herein have the meaning given to them in the Portal Terms and Conditions.

The Ticketing Terms and Conditions are currently provided in English. The English version prevails in case of any difference of interpretation with any translation made available subsequently, subject to mandatory consumer-protective rules in the customer's country of residence.

I. Purchase of Tickets

By finalising any ticket purchase, the purchaser confirms having read and accepted the present Terms. Parental consent is required to create a user account on www.rockhal.lu if the user is under sixteen (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.1 of the Portal Terms and Conditions.

The purchase is not complete until payment has been received. Under Article L.222-9, paragraph 7 of the Luxembourg Consumer Code, no right of withdrawal applies – concert tickets being expressly excluded.

II. Seating Plan and Location of Seats

Where available, the seating plan shown at booking is indicative only and has no contractual value.

III. Ticket Price and System and Shipping Fees

Ticket prices are quoted in euros, all taxes included (TTC). A system fee of 10% of the ticket price (capped at 5 EUR) applies to each entrance ticket and covers the provision of a scannable Print@Home or Mobile ticket. Any additional charges that may exceptionally apply are communicated before payment. Different conditions may apply to tickets sold through outlets other than the CMA.

For tickets sent by post, the following rate applies: 4.50 EUR per order / shipment (standard postal service).

IV. Payment Security

Online payments are processed by Worldline, which secures banking information via SSL and supports 3D Secure (Verified by Visa, MasterCard SecureCode) authentication where activated by the customer's bank. As authentication processes differ between banks, customers should check with their bank for details.

3D Secure is activated by the customer's bank where supported and is free of charge for Visa or MasterCard payments.

V. Delivery of Tickets

Once payment is received, an order confirmation e-mail is sent to the address provided. Allow up to one (1) hour for delivery. If tickets have not arrived seventy-two (72) hours before the show, contact tickets@rockhal.lu with the order number, e-mail address and full name.

The confirmation e-mail contains a download link to a PDF (one ticket per page, requires recent Adobe Reader). Tickets may also be imported into a mobile-phone wallet via a separate link 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

Programming, line-up, venue or schedule changes due to circumstances beyond the CMA's control are announced on www.rocklab.lu, www.one.rocklab.lu or www.rockhal.lu and, where possible, communicated by e-mail. Modifications do not give rise to any refund or exchange. Tickets are refunded only on cancellation of an event, and only at face value (system and shipping fees are not refunded). 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 invalid without its QR code. The ticket holder must be able to prove their identity or the name on the ticket. The ticket must be kept until the end of the event; any exit from the Rockhal site is final and invalidates re-entry. Only tickets expressly marked as seated 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.

Tickets may not be reproduced, duplicated or counterfeited; reproduction and use of a copy are punishable by law. Tickets may not be used for commercial or promotional purposes without the prior written authorisation of the organiser, and may not be resold.

Where the ticket was purchased through a personal Portal account, attendance is recorded in accordance with section X.

A Member who is unable to attend a paid event for which they have purchased a ticket through their Portal account is encouraged to inform the CMA as soon as possible, through the Portal or by e-mail. This is a courtesy, not an obligation, and is without prejudice to the non-refundability of the ticket set out in section VI. Notification before the start of the event is recorded as a timely cancellation under section X.

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 or by e-mail as soon as it becomes apparent that they will not be able to attend. A cancellation communicated at any time before the start of the event is considered timely. A non-attendance that has not been preceded by such a cancellation constitutes a no-show within the meaning of section X.
No-show follow-up. Repeated unjustified no-shows at free events may result in the CMA contacting the Member directly to discuss the situation, in accordance with section X.
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 is automatic and notified via the Portal or by e-mail; the participant remains responsible for confirming continued availability.
Entry control. Access to a free event is granted upon scanning of the event ticket, presented on a smartphone or in printed form.

X. Attendance Tracking

In order to ensure fair access to capacity-limited free activities, for internal reporting and to support the operational planning of CMA, CMA records the attendance status (attended, cancelled before the start of the event, or no-show) of each registration to a free event and of each ticket purchased to a paid event through a Portal account. The CMA does not currently apply automated thresholds or sanctions in connection with no-shows. Where the attendance pattern of a Member raises concerns, the CMA may contact the Member directly to discuss the situation. The CMA reserves the right to introduce, by way of modification of the present Terms in accordance with section XII, a formal no-show framework should operational data warrant it.

This restriction does not affect the participant's right to purchase tickets to paid events of the CMA, nor any other rights under their Portal membership.

XI. Customer's Personal Data

Ordering tickets or other products requires the provision of personal data. These data are processed to fulfil the order, handle customer queries and communicate programming changes.

With the customer's consent, the CMA may send newsletters about future events and related activities. Unsubscription is available at any time via the link in each newsletter.

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

XII. Contractual Relationship

The present Terms govern the contractual relationship between the CMA and the customer.

Modification. The CMA may modify these Terms, in particular to take account of changes to the ticketing service, to applicable law or to operational practices. Non-material updates (typographical corrections, contact-detail or reference updates) take effect upon publication on the sales website. Material modifications are notified to the customer by e-mail to the address associated with their order or Portal account, at least thirty (30) days before they take effect. The version applicable to a ticket already purchased or an event registration already confirmed is the version in force at the time of purchase or confirmation; material modifications apply only to subsequent purchases and registrations.

XIII. Mediation, Applicable Law and Jurisdiction

Mediation. In accordance with Articles L.422-1 et seq. of the Luxembourg Consumer Code, where the customer acts as a consumer and where a dispute has not been resolved by direct exchange, the customer is entitled to refer the matter to a competent consumer mediation body. The competent body for the present Terms is the Service national du Médiateur de la consommation, 6, rue du Palais de Justice, L-1841 Luxembourg (Luxembourg). The website of the mediator is the following: https://mediateurconsommation.public.lu/en.html

Governing law and jurisdiction. These Terms are governed by Luxembourg law, without regard to its conflict-of-laws rules and subject to mandatory rules protective of consumers in their country of habitual residence under Article 6 of Rome I (Regulation (EC) No 593/2008). Any dispute arising out of or in connection with these Terms falls under the exclusive jurisdiction of the Luxembourg courts. By way of derogation, where the customer is a consumer domiciled in another EU Member State, under Articles 17-19 of Brussels Ia (Regulation (EU) No 1215/2012), the consumer may bring proceedings against the CMA either before the courts of Luxembourg or before the courts of the consumer's domicile, and may only be sued by the CMA before the courts of the consumer's domicile.