Date of publication 24/07/2025

1.General information

Licampa 1617 S.L. (hereinafter, “Roig Arena Entradas”), with registered address Calle Bomber Ramon Duart, Núm. 12 C.P. 46013 València (Valencia), and holder of Tax ID No. B-02.765.733.

Contact details:

• Telephone: +34 681 255 000

• Email address: entradas@roigarena.es

2.Purpose

2.1. The purpose of these general terms and conditions (hereinafter the “Conditions”) is to:

• Regulate the contract between the users (hereinafter, the “Users” or the “User”) and Roig Arena Entradas for the services related to the management and online sale of tickets and complementary services and products for the shows and events (hereinafter, the “Events” or the “Event”) offered on this Roig Arena ticket sales platform (hereinafter, the “Platform”), and

• Provide Users with the information they will need.

2.2. By simply accessing the Platform, the person who does so is considered a User and this implies that he/she:

• Accepts these Conditions and, where applicable, the specific conditions of sale available on the tab containing the information on each Event (hereinafter “Microsite”) accessible from the Platform.

• Has read, understands and comprehends the content.

• Is of legal age and has the necessary legal capacity to purchase the tickets (hereinafter the “Tickets” or “Ticket”) and/or ancillary services and products (hereinafter the “Products”) offered on the Platform, in accordance with these Conditions.

If the User does not agree to these Conditions, the User must abandon any transaction involving the purchase of Tickets and Products available on the Platform.

The User is under an obligation to carefully read these General Conditions, which are made available to him/her in a clear and easily accessible manner, and Roig Arena Entradas is exempt from any liability that may arise from the User’s failure to read or understand them.

2.3. Roig Arena Entradas will not be responsible for checking the truthfulness or accuracy of the data provided by the User and will not assume responsibility for persons who fail to comply with their obligation during the contracting process to provide information about themselves that is accurate, truthful and lawful.

2.4. The General Conditions are available in Castilian, Valencian and English. The Castilian version is the original linguistic version.

3.Ticket procurement/purchasing service

3.1. Roig Arena Entradas will not assume any responsibility for the suspension, modification, postponement or definitive cancellation of the Event. Where applicable, Users should address their complaints directly to the Event organiser or promoter (hereinafter the “Promoter” or the “Promoters”).

3.2. Information on each of the Events offered by Roig Arena Entradas can be consulted on the Event’s own Microsite.

3.3. Tickets will go on sale at the time and in the number agreed with the Promoters. The number of Tickets made available for sale by Roig Arena Entradas varies from one Event to another. Tickets for the same Event may be sold through different official distribution points.

3.4. The User agrees not to obtain or attempt to obtain any Ticket or Product through the unauthorised use of bots, robots, automated devices or any other unlawful or unauthorised activity. Roig Arena Entradas reserves the right to cancel without prior notice any transaction suspected of having been made in breach of these prohibitions.

3.5. Roig Arena Entradas may set a maximum number of Tickets that can be purchased by the same person or with the same credit/debit card for the same Event, as well as establishing other limitations that will be communicated to the User during the purchase process. If, despite the limitation, due to an error on the Platform, Users purchase more Tickets than the number allowed, Roig Arena Entradas may cancel the Tickets that exceed the number allowed per operation, after informing the User.

3.6. The resale of tickets is not permitted.

3.7. Tickets may not be used for advertising, promotions, prize draws or competitions without prior express written authorisation.

4.Ticket purchase process

4.1. The User must select the Event he/she wishes to attend from the Events available on the Platform. Before proceeding with the process, it is recommended that the User reviews the information published by the Promoter regarding the Event as there may be additional or different conditions to those provided herein that the User needs to be aware of.

Once the Event has been selected, the User must select the number of Tickets he/she wishes to purchase taking into account the limitation established on the Platform in accordance with Clause 3.5.

4.2. The User must then complete a registration form as a buyer by following the instructions indicated on the Platform and entering the details requested during the registration process. The User must expressly accept these present Conditions.

Once registration has been completed and the Conditions have been accepted, the User will have the option to continue the Ticket or Product purchasing process.

Purchases are conditional upon verification of the payment method used and other security checks. The transaction may be cancelled if the verification process is unsuccessful. If Roig Arena Entradas detects any problem with the transaction, it will inform the User as promptly as possible.

4.3. A handling fee may apply to the purchasing of Tickets. These fees will be included in the final price and will be duly itemised. The handling fees will be paid together with the price and in the same manner chosen to make the payment.

4.4. The purchase process will be considered completed when Roig Arena Entradas sends the confirmation email, which will include proof of purchase of the Tickets and/or Products, to the email address provided by the User. Roig Arena Entradas will inform the User of the methods and formats for downloading and receiving the Tickets available to him/her.

5.Tickets

5.1. Any Tickets that Users acquire on the Platform are the property of the Promoter. The Promoter reserves the right to withdraw Tickets from Users and deny them access to the Event. If this occurs, the Promoter will reimburse the User for the purchase price of the Ticket that has been withdrawn or for which access is denied.

5.2. Roig Arena Entradas is not responsible for Tickets purchased at unofficial points of sale, nor for price differences with other Ticket sales channels. The User assumes all responsibility in case of duplication, photocopying or falsification of the Tickets, losing all the rights that this grants him/her to be able to access the venue.

5.3. Some of the Tickets offered may have certain limitations relating to access or use, such as limited, obstructed or side view, or minimum age for access. These limitations will be published or communicated to Users prior to the purchase of the Tickets. Roig Arena Entradas, as the marketing company, is not responsible for the conditions (quality, acoustics, visibility, comfort, accessibility, etc.) under which the Event may actually take place, so any complaint about these conditions should be addressed directly to the Promoter.

6.Exchanges and refunds

Once the purchase process has been completed, changes or refunds of Tickets will only be admitted in the event of cancellation of the Event or other causes provided for in current legislation. If any of these cases arise, Roig Arena Entradas will inform Users and give them instructions on how to proceed as promptly as possible.

Bad weather, inability to attend the Event or errors in entering any information during the Event Ticket purchase process that have not been rectified in a timely manner are not grounds for exchanges or refunds.

Users are encouraged to carefully review all the information relating to the Event before confirming their purchase. The Platform will provide information on the technical means made available to the User so that he/she can identify and correct data entry errors.

7.Cancellation or modification of the Event

If the date and/or location of an Event is changed or its cancellation occurs (partial or total cancellation, due to force majeure, etc.), Roig Arena Entradas will act in accordance with the applicable regulations in each case, and may proceed in any of the following ways:

a) Refunding the price of the Tickets to the Users, or

b) Offering Users the choice between refunding the price of the Tickets or accepting a change of date and/or location of the Event.

c) In the case of a partial cancellation, the price may be refunded proportionally based on the time elapsed, or no refund at all if more than one third of the event has passed.

The decision on the cancellation, suspension or modification of the Event corresponds to the Promoter, therefore, until the Promoter informs Roig Arena Entradas of its final decision and gives the express order to refund the purchase price of the Tickets, Roig Arena Entradas will not be able to proceed with the refund of the purchase price. The refund does not include the handling fees or the price of the Service of Clause 10 in case it has been contracted. Roig Arena Entradas will only manage and/or authorise changes or refunds of Tickets purchased through the Platform.

8.Prices and payment methods

8.1. The price of the Tickets and Products is expressed in euros, and is accompanied by a breakdown of the price, taxes and handling fees applicable. The handling fees are payable in accordance with the provisions of Clause 4.3 of these Conditions.

8.2. During the purchase process, the User may choose any one of the payment methods available on the Platform. The User guarantees that he/she is authorised to use the means of payment used to purchase Tickets and Products.

8.3. Roig Arena reserves the right to modify the capacity and seating arrangements for each event, as well as to deny access or eject from the venue any customers who fail to comply with the organization’s rules and instructions, based on the health, safety, and hygiene regulations in force at any given time. All updates and changes will be communicated to purchasers by email.

9.Conditions of access

9.1. The User may access the Event by presenting the Tickets purchased on the Platform in digital or printed form. Only the first Ticket presented at the access control will be valid.

9.2. Users will be informed about the specific conditions of the Event and the policies relating to access to and exit from the Event. Failure to comply with these conditions or the commission of acts that could impede the normal conduct of the Event or cause damage to persons or property will entitle the Promoter and/or venue operator to expel the User from the Event, without the User being entitled to a refund of the Ticket price, as well as to take appropriate measures to ensure the normal conduct and/or the safety of the Event.

9.3. The Promoter and the Venue Operator reserve the right of admission to the Event.

9.4. Users are advised that any Event may include special effects, sound and lighting effects and audio-visual effects and that prolonged exposure to noise may cause hearing loss.

10.Ticket protection service

10.1. By contracting this service, the User will be entitled to a refund of the value of a Ticket (excluding management fees and the Service fee) if they are unable to attend an Event as a result of any of the circumstances set forth in section 10.5 (hereinafter referred to as the “Service”). This Service is supplementary to the sale of the Ticket and can only be contracted for Tickets purchased via the Platform.

The circumstances leading to requests for refunds (hereinafter referred to as the “Refund Request”) must be duly documented. The User has 15 calendar days from the date of the Refund Request to submit any supporting documentation. Once the Refund Request has been made, the User’s ticket will be released, and they will no longer be able to attend the Event.

10.2. This Service may be contracted at the following times:

1. When purchasing the Ticket. In this case, the User must select the corresponding checkbox before agreeing to the Terms of Purchase. The Service fee will then be added to the total amount payable by the User.

2. After purchasing the Ticket (up to 7 calendar days before the Event). In this case, the User must modify their Ticket in the section of the Platform where the Ticket protection Service can be contracted. Here, the User will need to select the Service as an add-on to their ticket. After making the payment, the User will receive a confirmation email which marks the end of the purchase process.

10.3. The price of the ticket protection service is 8% of the total Ticket value (including management fees and taxes). A breakdown of the price and applicable taxes will be provided to the User, and payment will be made at the time the Service is contracted:

1. If the Service is contracted at the same time as the Ticket purchase, the same payment method must be used as the one used to purchase the Ticket.

2. If the Service is contracted after the Ticket purchase, the User may choose from the available payment methods on the Platform.

10.4. Limits:

Since this is a supplementary service, it can only be contracted by the User who purchases or purchased the Tickets and applies to all Tickets purchased in the same transaction. This means that the Service cannot be contracted for only some of the Tickets purchased in the same transaction. Please note that the ticket protection service has a refund limit of €1,500 per purchase and Event.

The Service can be contracted at any time between Ticket purchase and 7 calendar days prior to the Event.

Refund Requests can be submitted up to 48 hours before the Event.

10.5 Circumstances covered

• When the User is required to attend a judicial proceeding as a defendant, plaintiff, witness or member of the jury on the date of the Event. This also includes any similar administrative proceedings that require the User to attend in-person on the date of the Event.

• When the User is required to work at a polling station on the date of the Event.

• When the User and/or a member of their family suffer serious bodily injury or illness.

 The ‘serious accidents’ covered by this Service include unintentional bodily injuries suffered by the User in the 7 days prior to the Event which required hospitalisation. These injuries must be officially recognised by a qualified medical professional and must also result from external, unforeseen circumstances that are beyond the User’s control. Serious accidents affecting a family member will only be covered if they are hospitalised or at imminent risk of death in the 7 days prior to the Event.

The ‘serious illnesses’ covered by this Service include those suffered by the User in the 7 days prior to the Event which required hospitalisation. These illnesses must also have been officially recognised by a qualified medical professional. Serious illnesses affecting a family member will only be covered if they are hospitalised or at imminent risk of death in the 7 days prior to the Event.

For the purpose of this Service, ‘family members’ include any spouses, civil partners, children, parents, grandparents, grandchildren, siblings, parents-in-law, sons-in-law, daughters-in-law and brothers and sisters-in-law of the User. Legal guardians are also viewed as family members under these conditions.

• Death of the User and/or family members (as defined in the previous clause).

• Serious damage to the residence of the User or their companion. ‘Serious damage’ to a residence covered by this service includes that caused by natural disasters, fires, floods, explosions or damage resulting from a burglary. In all cases, the damage must have occurred due to circumstances beyond the control of the User. Said damage must occur at the habitual residence of the User or their companion, or in their business premises, whether rented or owned outright. The damage must have rendered the residence or premises uninhabitable or pose a serious risk of further damage, requiring the presence of the User or their companion on the date of the Event.

• Breakdown or accident involving the User’s vehicle or that of their spouse. Those breakdowns or accidents covered by the Service include those that occur in the 7 days prior to the Event which cause the vehicle to become immobilised and prevent the User from attending the Event. In all cases, the vehicle must be owned by the User or their spouse (or civil partner); must be 10 years old or less; and must have been taken to a workshop to verify the damage and undergo repair work.

10.6. Ticket protection service exclusions

Refund Requests arising from the following circumstances are excluded:

• Changes in the Event date(s), location(s) or the cancellation thereof.

• A Ticket being cancelled because the purchaser exceeded the maximum number of Tickets allowed per person or per card for the same Event.

• Fraudulent activity such as Tickets being purchased for resale, counterfeit Tickets, etc. being detected.

• The User being denied access to or removed from the venue due to a failure to comply with the rules and instructions of the organisation.

• The User being found to be consuming alcohol, drugs or narcotics inside the venue, unless these are consumed in the manner and quantity specified by a prescribing doctor.

• The User or their companion being found to be participating in criminal acts, fraudulent acts or negligent behaviour.

• The User self-harming, attempting suicide or committing suicide.

• The User suffering injuries or damage deriving from conflicts or fights (except in cases of self-defence); or participating in bets, contests and/or competitions.

• Epidemics, pandemics, endemic diseases, Covid-19, quarantine, infectious diseases, pollution, and natural disasters in either the User’s country of origin or Spain.

• Wars (declared or not), riots, uprisings, acts of terrorism, officially-declared days of mourning and the deliberate disregard of official prohibitions.

• The direct or indirect effect of a radioactive, biological or chemical source.

10.7.   Refund Requests

The User must notify the Roig Arena Ticket Office of the circumstances justifying the Refund Request as soon as possible, always more than 48 hours before the Event.

The Refund Request must be made via this form provided by the Roig Arena Ticket Office. On the form, the User can select the reason for the Refund Request. They will then have 15 calendar days to provide the necessary supporting documentation. The User must also provide any additional information and documentation requested by the Roig Arena Ticket Office in order to establish whether or not the circumstances are covered by the Service. This additional information must be provided within 15 calendar days of the Request for additional information.

Roig Arena Ticket Office will refund the value of the Tickets after reviewing the supporting documentation and verifying whether or not the circumstances are covered by the Ticket protection service. In all cases, the refund will be made within a maximum period of 90 days from the date of the Refund Request, provided that the User has demonstrated that their circumstances are covered by the Service. Failure to provide supporting documentation will result in the suspension of the refund period; once the required documentation is provided, the 90-day countdown will resume.

11.Formalisation, duration, validity and full agreement.

The User who purchases Tickets may not exercise the right of withdrawal provided for in Royal Legislative Decree 1/2007, of 16 November, which approves the revised text of the General Consumer and User Protection Act, since, in accordance with current consumer and retail trade regulations, services related to leisure activities that provide for a specific date or period of execution are exempt from this right.

12.Formalisation, duration, validity and full agreement.

12.1. The contract for the purchase of Tickets and/or Products is formalised between Roig Arena Entradas and the Users when the User receives the email confirming his/her order.

12.2. These Conditions are applicable as from their publication and are of indefinite duration. Roig Arena Entradas reserves the right to unilaterally modify these Conditions, as well as any other applicable conditions, at any time. The amendments made will not be retroactive, unless permitted by law.

12.3. These Conditions and, where applicable, the particular conditions of sale for each Event, constitute the full agreement between the parties. The declaration of nullity or ineffectiveness of any provision contained in the Conditions will only affect that provision or that part of it which is affected, and it will be deemed not to have been made.

13.Legislation and jurisdiction

These Conditions are governed by Spanish law. Any dispute that may arise from the purchase of Tickets and/or Products, or for any other reason arising from the application and/or interpretation of these Conditions, will be expressly submitted to the Courts and Tribunals of the city of Valencia, with express waiver of any other jurisdiction that may correspond, except in those cases in which the contrary is legally established.

14.Customer care service and complaints

The Platform provides Users who have purchased Tickets and/or Products on the Platform with a customer care service which Users can contact if they have any queries or complaints regarding their purchase. When raising a query or complaint, the User must indicate the order number. This number will have been provided in the confirmation email.

For any other complaint, the User can contact Roig Arena Entradas by sending an email to: entradas@roigarena.es

Consumers can also send their complaint to the “Dispute Resolution Platform” established by the European Commission, which can be accessed via the following link: http://ec.europa.eu/consumers/odr/

15.Privacy policy

In accordance with Regulation (EU) 2016/679 of the Parliament and of the Council of April 2016 on the protection of natural persons with regard to the processing of your personal data and Organic Law 3/2018 of December 5, on the Protection of Personal Data and the Guarantee of Digital Rights, Licampa 1617 S.L. (hereinafter, Licampa) hereby informs you of the following:

Identity and contact details of the data controller

• Name and identity: Licampa 1617 S.L. (hereinafter, Licampa)

• Corporate Tax ID: B-98.955.503

• Address and post code: C/ Bomber Ramon Duart, 12, Valencia, 46013

• Contact information: rgpd@roigarena.es

Personal data processed and their origin

• Ticket sales

• Minors' data

• Draws

• Commercial communications

• Social media

• Video surveillance

➔  Ticket sales

➔  Minors' data

➔  Draws

➔  Commercial communications

➔  Social media

➔  Video surveillance

You can consult additional and detailed information on Data Protection in the general Privacy Policy on our website by clicking here.

Recipients of Personal Data

The communication of personal data to third parties is subject to appropriate data protection measures and based on an appropriate legal basis. Licampa requires that third parties with whom it shares personal data comply with applicable data protection laws and regulations and implement appropriate security and data protection measures to guarantee the privacy and security of personal data.

To fulfill the purposes indicated in this Privacy Policy, it is necessary, on certain occasions, for third parties to access the data. These third parties, depending on their nature, may include:

• Public authorities, regulators, or government agencies: These parties will be recipients of the data in cases in which the transfer thereof is required by law, local regulations, or requirements.

• Law enforcement agencies and security forces: Law enforcement agencies and security forces that may require access to personal data in the performance of their duties and responsibilities.

Your data protection rights

• Access: You have the right to access your data, as well as to know whether or not your personal data is being processed. In this regard, you can obtain a copy of your personal data, although exercising this right cannot adversely affect the rights of other people and their right to data protection.

• Rectification: You have the right to have inaccurate data rectified or to complete incomplete data.

• Limitation: You have the right to obtain a limitation on the processing of your data, provided that any of the following circumstances apply:

○      You contest the accuracy of the data, for a period that allows us to verify its accuracy.

○      When you prefer limitation to deletion of the data.

○      When your data is not being processed and must be deleted, but it is needed to file a complaint or respond to a request.

○      When you have objected to the processing, but the legitimate grounds for doing so are being verified.

• Objection: You have the right to object at any time, for reasons related to your particular situation, to the legitimate processing of your personal data.

• Erasure: You have the right to have your data erased without undue delay, provided there is a justified reason for doing so.

• Portability: You have the right to receive your personal data in a structured, commonly used, and machine-readable format, provided that this is technically feasible. This right may not adversely affect the rights and freedoms of others.

• Not to be subject to automated decisions: You have the right not to be subject to decisions made as a result of automated processing, including profiling, that may have a significant impact on you.

Furthermore, if Licampa's processing of your personal data is based on consent, you have the right to withdraw that consent at any time, without affecting the lawfulness of the processing based on consent prior to its withdrawal. Withdrawing consent is just as easy as granting it.

You also have the right to file a complaint with the Spanish Data Protection Agency if you believe we have violated your rights (www.aepd.es).

How to exercise your rights

By sending an email to rgpd@roigarena.es.

In the case of minors under the age of 16, these rights will be exercised by the person holding parental authority or by their legal guardians.

Existence of automated decision-making or profiling and information on the use of artificial intelligence

We customize our commercial and promotional offers based on your interests and preferences, whether gastronomic, musical, or sports-related, among others, and based on the products and services you contract with us, provided you consent to receiving commercial communications, or based on our legitimate interest in the prior contracting of similar services and/or products. This profiling will be carried out with the aim of optimizing the offers we offer you, without generating any negative impact on you.

Likewise, you may object to the processing of your data at any time by sending an email to the contact indicated in the previous section (rgpd@roigarena.es).

Security measures applied to personal data

At Licampa, we are committed to implementing and maintaining appropriate technical and organizational security measures to protect personal data against destruction, loss, alteration, unauthorized disclosure, or unauthorized access.

These security measures include, among others, restricted access to personal data, the implementation of strong password policies, backups, and regular security assessments. In addition, our staff is provided with training and awareness regarding personal data protection and information security.

However, we cannot guarantee that personal data is completely secure and we disclaim any liability for any security breach that may occur, notwithstanding compliance with our legal obligations regarding data breaches.

Changes and updates to our Privacy Policy

We may update and modify our Privacy Policy at any time and when we deem so appropriate to accurately reflect our privacy practices.

In this regard, we recommend that you review this Privacy Policy frequently to ensure you are aware of any changes or modifications.

If you have any queries about our Privacy Policy, you can contact us at: rgpd@roigarena.es.

This privacy policy refers to the sale of tickets to users of the website/app for any event taking place at the Roig Arena. To learn about other data processing practices carried out by Licampa 1617 S.L., please refer to the other privacy policies or explanations of data processing available.