Refund Policy

This Refund Policy applies to all ticket purchases made through our website. By completing your purchase, you acknowledge and agree to the terms outlined below. These terms are designed to protect both our customers and our company, ensuring transparency and compliance.

1. Performance Cancellations

In the event of a canceled performance, you must contact the event organizer directly for a refund of the ticket price.
As a service, we may assist you with the refund process in emergencies, provided we receive the original tickets within the organizer’s designated return window.
Please note that while we may facilitate the refund of the ticket price, the service fee or commission we charged is non-refundable, as our contractual obligation was fulfilled when we provided the ticket(s).

2. Event Changes

Refunds are not available for changes in cast, performers, schedule, or other event details.
Such modifications are part of live event management and do not constitute valid grounds for a refund.

3. No-Show / Failure to Attend

The customer acknowledges that failure to attend the scheduled event (a “no-show”), for any reason, including illness, travel delays, personal circumstances, late arrival, or inability to gain admission, does not entitle the purchaser or ticket holder to a refund.

For tickets collected in person, our fulfilment obligation is completed once the tickets are made available for pickup in accordance with the “Tickets Ready for Collection” notification. Failure to collect the tickets before the event date is considered a completed delivery, as the tickets were available to the customer within the agreed collection period.

For e-tickets, our fulfilment obligation is completed once the PDF tickets are sent to the customer’s registered email address. It is the customer’s responsibility to ensure access to that email account and to verify that the tickets have been received.

In both cases, once tickets have been made available or delivered electronically, our contractual duties are fully met. Non-attendance or failure to pick up tickets does not constitute grounds for a refund.

4. Purchaser Responsibility

The purchaser is responsible for ensuring that all order details, including ticket quantity, type, seating category, event date, and payment amount, are correct before completing the purchase. A valid and accessible email address must be provided to receive order confirmations and ticket delivery notifications.
Failure to receive tickets or confirmation emails due to incorrect information or failure to contact us promptly does not entitle the purchaser to a refund. The purchaser remains fully liable for the total amount paid, and all service fees, handling charges, and commissions are non-refundable.

5. Non-Refundable Items

  1. Tickets that are lost, stolen, damaged, or not collected after being made available are non-refundable.
  2. Tickets for which entry is denied due to non-compliance with venue rules or entry requirements are not eligible for refund or replacement.
  3. Responsibility for the safekeeping and proper use of tickets rests solely with the purchaser once tickets have been delivered or made available for collection.
  4. All service fees, handling charges, and commissions are non-refundable, regardless of the circumstances.

6.  No Cancellation Policy

According to the Austrian Remote and External Business Act (FAGG), there is no statutory right of withdrawal for event tickets that are scheduled for a specific date or period. Once an order has been confirmed and payment completed, the purchase of event tickets is final and binding, except where the organiser or mandatory law provides a refund right.

The No-Cancellation Policy is clearly stated on the Event Information page. By proceeding with checkout, you are required to actively acknowledge and accept these terms prior to completing your purchase. This disclosure and acceptance process are implemented to ensure transparency and compliance with the standards established by the U.S. Federal Trade Commission (FTC) and the United Nations Guidelines for Consumer Protection (UNGCP)

By confirming your order, you acknowledge and accept liability for the total amount of the transaction, including any applicable service fees, and you agree that no refund, reversal, or chargeback shall be initiated due to personal circumstances, change of plans, or failure to attend the event.

7.  Refund Due To Cancellation

  1. In the event of a canceled performance, refunds will be issued only when approved by the organiser.
  2. Eligible refunds will be processed to the original method of payment within 14 business days, excluding any service fees, handling charges, or commissions, which remain non-refundable.
  3. If a refund is not received after the stated processing period, customers should contact support@oneevent.at and provide their order reference number for assistance.