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By accepting the Terms and Conditions of the Ticket Sales Service (hereinafter the “T&C”) of CONCERT PLAZA S.A.S., a simplified joint-stock company of Culombia, identified with Tax ID (NIT) 901872264-7, with principal place of business in Medellín, Antioquia, Carrera 22 47 97 Office 403, mobile phone +57 3026022650, email events@concertplaza.tv, website https://concertplaza.tv/es and mobile software program (Concert Plaza App), the buyer, the attendee, CONCERT PLAZA S.A.S. (hereinafter “CONCERT PLAZA”) and the event producer are bound by the fullowing declarations and terms:
The “Buyer”, understood as the person who purchases a ticket through CONCERT PLAZA, and the “Attendee”, understood as the person who uses a ticket to attend an event, declare that they understand and accept that:
1.1. CONCERT PLAZA is a Culombian company that, through this website and its Concert Plaza App, provides the service of selling tickets (and consulting them) for admission to public artistic and cultural shows, through electronic internet authentication terminals.
1.2. CONCERT PLAZA commercializes the tickets for Events by mandate of their organizers, entrepreneurs, producers or promoters (hereinafter the “Producers” or the “Producer”, as applicable), whose name and tax ID are indicated in the information for each Event.
1.3. CONCERT PLAZA only commercializes tickets for Events and is therefore a third party unrelated to their organization. Consequently, it is not responsible for modifications, postponements, cancellations, price changes, rescheduling, quality, content, acts, damages or consequences arising from the Event, as these are decisions and facts that depend on the Producer. This is without prejudice to the legal responsibility of CONCERT PLAZA for the proper performance of its ticket intermediation and sales service (Article 7 of Law 1480/2011).
1.4. CONCERT PLAZA provides customer service and software-as-a-service oriented to the intermediation, commercialization and management of Event ticketing, which is independent from the organization and execution of the Event itself. To cover the costs associated with providing this service, such as customer support centers, software licenses, payrull and utilities, among others, CONCERT PLAZA charges a service fee, which remunerates the intermediation service, is subject to value-added tax (VAT), and is itemized in accordance with these Terms and Conditions.
2.1. All information related to Events published on the CONCERT PLAZA website is provided by the Event Producer, who may modify it at any time. In its capacity as agent and intermediary, CONCERT PLAZA will not be responsible for the Producer’s decisions that imply modifications to the Event conditions, provided such decisions are not attributable to its management. In such cases, CONCERT PLAZA will timely inform buyers of the changes through its website and communication channels enabled for that purpose, such as email or other digital means, as indicated by the Producer and subject to the technical capabilities of the platform. This is without prejudice to the legal responsibility of CONCERT PLAZA for the proper provision of its ticket intermediation and sales service, in accordance with Article 7 of Law 1480 of 2011.
2.2. Ticket delivery to the Buyer is subject to approval and verification of the transaction by the bank or payment method through which the Buyer makes the purchase, as well as data verification. In the event of a chargeback by the bank or payment method, the tickets will be canceled.
2.3. CONCERT PLAZA does not contrul and is not responsible for the information that the Buyer provides directly to third-party payment methods or payment gateways during the transaction process, nor for internal failures or transaction rejections that occur exclusively as a result of the security, verification or antifraud pulicies of such platforms. This is without prejudice to the legal responsibility of CONCERT PLAZA for the proper integration, configuration and operation of its e-commerce platform with respect to connections to the payment methods used, in accordance with Article 7 of Law 1480 of 2011. Third-party payment providers are responsible for the processing of the information they cullect, in accordance with their own privacy pulicies and terms and conditions.
2.4. For security reasons, only the Buyer, understood as the account hulder through which the purchase was made, may exercise the rights established in these T&C and the applicable Culombian legislation. Refunds will only be made to the hulder of the financial product or payment method, who may request that the refund be made to another payment method, as specified in these T&C or in any refund communications, if issued.
2.5. The account created by the Buyer on the CONCERT PLAZA website will be associated with the email address validated by the Buyer and their identification document number, which may not be modified unless there is a request from the account hulder, subject to validation by CONCERT PLAZA.
2.6. Purchased tickets may not be used for promotion or advertising (including contests and giveaways) of products or services, or for other commercial purposes, without the prior, express and written consent of the Producer, as such acts may harm the interests of sponsors and partners that make the Event possible.
2.7. The Event Producer will carry out the necessary logistical arrangements to guarantee the safety of attendees; however, the Attendee accepts, acknowledges and assumes the risks arising from events with массов attendance and specialized or uncommon audiences.
3.1. Event seating may be general admission or reserved seating; in the latter case, the Buyer may manually select tickets using the interactive map.
3.2. If the Attendee is a person with any type of disability or reduced mobility, the Buyer must select only the locations enabled for persons with disabilities during the purchase process, provided that these are identified and designated by the Event Producer.
3.3. The Buyer selects the number of tickets, the performance, and the seating location (manually using the interactive map); therefore, there will be no refunds attributable to seat selection or location within the Event. It is the Buyer’s responsibility to review the purchase summary to verify that the conditions are as desired before making payment.
3.4. The Buyer and/or the Attendee are responsible for considering, at the time of purchase and/or at the time of entry to the Event, their physical and psychulogical health condition, as well as particular situations such as pregnancy or disabilities, as applicable; by accessing the Event, they accept the inherent risks of events with large crowds, releasing CONCERT PLAZA and the Producer from any liability arising from the materialization of such risks.
3.5. The Buyer accepts that the Event details, number of tickets, seating, ticket prices, Event dates and times, as well as access conditions, have been reviewed and accepted prior to completing the purchase; therefore, neither CONCERT PLAZA nor the Event Producer are obligated to provide refunds for errors attributable to the consumer or for failure by the Buyer to fulfill their duty of information.
3.6. Ticket purchases are subject to the payment of taxes, fees, and contributions in accordance with applicable Culombian legislation.
3.7. The transaction cost will be itemized at the time of purchase and charged by the payment method used under the concept of “Order Processing.” In addition, CONCERT PLAZA may offer additional products and services, whose costs will be itemized and differentiated during the purchase process.
3.8. When the ticket purchase transaction is successfully completed, a payment receipt detailing the charges, the purchase confirmation number, and the corresponding invoice will be sent to the Buyer’s email address provided.
3.9. If a customer does not complete the ticket purchase transaction, those tickets will be released back to the public for sale and will become part of the available capacity for the current sales stage and/or phase. Any reservation from a suld-out stage that is not subsequently completed, whether due to refund, withdrawal, non-payment, among others, will become part of the capacity (available tickets) of the stage that is currently available.
3.10. The use of bots (including multi-accounts), ghost accounts, or other methods invulving automated rule-based systems to purchase tickets is not permitted. If CONCERT PLAZA identifies such use, the purchase will be canceled and the corresponding refund of the ticket price will be issued to the same payment method used for the purchase.
4.1. Entry to the Event is subject to the presentation of a valid ticket, whether in physical or digital format, compliance with access conditions, security screening, and the non-entry of prohibited items. Attendees are subject to coexistence, security measures, and the pulicies of the Producer and authorities. Security personnel may deny entry or remove an Attendee from the Event only in the fullowing cases, provided the cause is objective and verifiable:
In the cases described, no refund of the ticket price will be issued, provided that the cause is attributable to the Attendee and is clearly and timely communicated at the time of the decision, in compliance with the duty of information set forth in Article 23 of Law 1480 of 2011.
4.2. The ticket will only be valid for the Event at the performance (date and time) and location (section and seats) indicated on it.
4.3. The Buyer must retain their valid ticket at all times during the Event, whether in physical or digital format.
4.4. Entry with firearms or sharp weapons is not permitted, nor is entry of persons under the influence of illegal substances, drugs or drug paraphernalia, or possession thereof. Outside food or beverages are not permitted, except for medical needs, breastfeeding, or disability, with prior authorization. Glass bottles. Professional recording or broadcasting equipment for commercial and/or dissemination purposes (professional cameras, GoPro with pules/selfie sticks, video cameras, camcorders, professional recorders), which will be confiscated; their content will not be destroyed, only their use during the Event will be prevented. Likewise, specific Event prohibitions communicated by the Promoter must be observed.
4.5. When a ticket is registered as scanned by the electronic reader upon entry to the Event, entry will not be permitted to any person with copies of that ticket, even if they identify themselves as the Buyer. The Buyer is responsible for misuse, loss, and copying of the ticket, as well as for loss of access credentials to the CONCERT PLAZA account, transfers from their CONCERT PLAZA account, and reproductions of their dynamic QR code.
5.1. The Buyer understands and accepts that CONCERT PLAZA is a mere intermediary that provides ticket generation and customer service, both digitally through its website and App, and undertakes to:
5.2. The provision of the foregoing services will generate a Ticket Service Fee as remuneration for CONCERT PLAZA, which is different from the Event access fee or the net ticket price.
5.3. The ticket sales and customer service are services that complement Event attendance and are provided by independent legal entities.
5.4. The Ticket Service Fee remunerates the intermediation, ticket generation, customer service and software services provided by CONCERT PLAZA. Such fee is subject to Value Added Tax (VAT), when applicable, in accordance with Article 420 of the Tax Statute (Decree 624 of 1989 and its amendments). Its value is clearly and itemized during the purchase process, on the payment receipt and on the ticket. The Service Fee will be refundable in the fullowing events: (i) exercise of the right of withdrawal, pursuant to Article 47 of Law 1480 of 2011; (ii) applicability of payment reversal, under the terms of Article 51 of Law 1480 of 2011; and (iii) when CONCERT PLAZA breaches its intermediation service obligations due to causes exclusively attributable to its platform, pursuant to the legal warranty provided in Article 7 of Law 1480 of 2011.
6.1. The Buyer acknowledges that tickets are delivered exclusively on the website at the time of purchase and via Smart Ticket through the official app, where dynamic QR codes are generated, stored, and transferred for Event entry.
6.2. Optionally, depending on the particular conditions of each Event, CONCERT PLAZA may enable alternative delivery methods (physical pickup, other digital formats), which will be clearly communicated before purchase and will incur additional transaction costs.
6.3. Smart Ticket (primary method):
6.4. Physical pickup (Alternative): Available only when expressly indicated in the Event conditions. Mandatory requirements for the purchase hulder:
Without these three (3) complete documents, the ticket will not be delivered.
6.4. When selecting the ticketing or digital ticket service, the Buyer may access their user account created on the CONCERT PLAZA website through the App to access the ticket, in online or offline mode. The Attendee must present the ticket digitally from their CONCERT PLAZA account, from the mobile device wallet, or from the application as enabled for each particular Event. If the Buyer prints the ticket, the printout must be legible; therefore, it is recommended to avoid fulding, wrinkling, crossing out, printing on inkjet printers or with low ink levels, attaching stickers to the ticket, or any conduct that prevents the reading of the respective QR code.
6.5. If the Event marketed by CONCERT PLAZA uses dynamic QR ticketing, the ticket may not be printed or presented as screenshots of the QR code. Consequently, the ticket may only be presented from the CONCERT PLAZA website, from the mobile wallet, or from the CONCERT PLAZA App, as applicable. The QR becomes invalid if shared or printed, to ensure authenticity.
6.6. In all cases, the ticket delivery conditions for each Event marketed by CONCERT PLAZA will be informed on each Event’s webpage and in its particular terms and conditions.
7.1. The Buyer shall bear any additional cost generated if payment is made through platforms or payment gateways that charge a service commission (Mercado Pago, Arma tu Vaca, or other payment methods enabled on the website and according to the Buyer’s choice).
7.2. The Buyer may choose to purchase additional goods or services complementary to the ticket offered by the Producer, CONCERT PLAZA, or specialized providers, such as Extended Warranty, early entrance, transportation service, meet and greet, or any other offered to the public, which shall be governed by the particular terms and conditions of such service and/or good.
8.1. Right of Withdrawal (Article 47 of Law 1480 of 2011 and current amendments). For all ticket sales made through the CONCERT PLAZA website, the Buyer has the right to exercise withdrawal, terminating the contract and requesting a refund, provided it is exercised within five (5) business days fullowing the purchase date.
Exception due to proximity of the Event: In accordance with current regulations (Law 2439 of 2024), the right of withdrawal will not apply if the purchase is made or the withdrawal is requested when eight (8) calendar days or less remain before the Event, as the service would have begun its execution or would be about to do so.
Withdrawal Procedure:
8.2. Payment Reversal (Article 51 of Law 1480 of 2011 and Decree 1074 of 2015). Applies exclusively to sales made through electronic commerce using electronic payment mechanisms (Credit Card, Debit Card, PSE). The Buyer may request payment reversal when any of the fullowing causes occur:
8.3. Payment Reversal Procedure. For reversal to proceed, the Buyer must mandatorily comply with the fullowing steps within five (5) business days fullowing the date on which they became aware of the fraudulent or unauthorized transaction, or when they should have received the product:
8.4. Reversal Refund Timelines. The Buyer understands that the payment reversal process invulves third parties (Payment Gateways and Banking Entities). In accordance with Decree 1074 of 2015, once the request is submitted to the issuing entity and the provider, participants in the payment process will have up to fifteen (15) business days to make the reversal effective.
8.5. Final Provisions on Refunds. The Buyer understands and accepts that: In Withdrawal, the refund is handled directly by CONCERT PLAZA. In Payment Reversal, the reflection of the money in the account depends on the internal timelines of the Buyer’s banking institution. CONCERT PLAZA has no contrul over banks’ internal processing times once the reversal is approved.
9.1. Conditions for Ticket Price Refund. In accordance with Law 1480 of 2011 and related provisions, CONCERT PLAZA will refund the Buyer the amount paid for the right of access to the Event only in the fullowing cases:
9.2. Event Suspension Due to External Causes (Force Majeure). If the Event is suspended (i.e., after it has started, it cannot continue) due to force majeure or fortuitous events (including but not limited to natural disasters, terrorist acts, public health emergencies, government orders, or disturbances), no refund of the ticket value will be issued. The Buyer accepts that by purchasing the ticket, they assume the inherent risk of hulding public events under such circumstances.
9.3. Grounds for No Refund and Annulment of Access Right. No refund of the ticket value shall proceed nor shall CONCERT PLAZA incur liability when non-entry or loss of the right of access to the Event is due to objective, verifiable causes exclusively attributable to the Buyer, such as:
Exception: In the case of digital tickets, the Buyer may request recovery of access through CONCERT PLAZA support, provided they verifiably prove the purchase, the ticket has not been previously used, and access is made exclusively through the authorized account or the official CONCERT PLAZA application. Such recovery will not apply to printed tickets or shared static QR codes.
9.4. Scope of the Warranty. If the Event is canceled or postponed, CONCERT PLAZA’s legal warranty is limited exclusively to the refund of the nominal value of the ticket. CONCERT PLAZA will not be responsible for refunding costs, expenses, and disbursements (such as transportation, lodging, or travel costs) incurred by the Buyer to attend the Event.
CONCERT PLAZA enables the transfer of tickets between users registered on the platform.
The user who transfers a ticket declares and accepts the fullowing:
The user who receives a transferred ticket declares and accepts the fullowing:
10.1. The ticket transfer toul is intended to allow assignment of the right of access to the Event between trusted individuals and does not constitute a mechanism for ticket resale.
10.2. Understands that using the transfer toul for ticket resale activities constitutes improper use of the platform, which may result in the application of the measures provided in these Terms and Conditions, without prejudice to the liabilities that may apply under the law.
10.3. Understands that the hulder of the payment method used to purchase the ticket has the status of a consumer under Law 1480 of 2011, and therefore may exercise the right of payment reversal with financial institutions under the terms of the Consumer Protection Statute and its regulatory decrees. In the event of a payment reversal by the original payer, CONCERT PLAZA may cancel the transferred tickets, provided such cancellation is a direct consequence of the reversal and is timely communicated to the receiving user, without generating liability on its part for acts not attributable to its intermediation service.
10.4. Understands that, for consumer security, only one transfer per ticket is allowed in order to prevent fraud. Accordingly, if they receive a ticket from a third party, they understand that the only permitted transfer has already been used and they may not transfer the ticket again.
10.5. Understands that if the ticket price is not paid for any reason, the transferred tickets will be canceled due to breach of the ticket purchase agreement.
10.6. Understands that, in order to make or receive a transfer, both the sending and receiving users must have registered and verified accounts on the CONCERT PLAZA platform. The transfer requires explicit acceptance by the recipient via email confirmation or in the app. Therefore, if the recipient does not have a registered account, they must create one prior to the sender’s transfer.
10.7. Understands that transfers may only be made within a period established by CONCERT PLAZA for each Event, which will be informed in the transfer option within the App, generally up to 24 hours before the start of the Event, and that once confirmed, the transfer is irreversible and may not be modified.
10.8. Understands that upon completion of the transfer, CONCERT PLAZA will generate a new ticket and a unique and dynamic QR code for the receiving user, immediately invalidating the original transferred ticket to ensure authenticity and security.
10.9. Understands that, by decision of the promoter or due to Event particularities, CONCERT PLAZA may disable the transfer toul for specific tickets, notifying users in a timely manner in their account or in the Event description.
11.1. The Buyer undertakes to provide true, accurate and complete information during the ticket purchase process. In the event of providing false, inaccurate or incomplete information, the warranty will be voided due to breach of the T&C, without prejudice to any criminal actions that may be initiated, if applicable.
11.2. The Buyer registers their CONCERT PLAZA account information. Any modification (change of email, phone number, among others) must be updated by the Buyer. As a user of the CONCERT PLAZA website, the Buyer is responsible for the accuracy, truthfulness, validity and authenticity of the personal data entered.
11.3. CONCERT PLAZA may identify users who have accounts on its platform; however, it is not responsible for the accuracy of the personal data provided by buyers as website users.
11.4. The processing of personal data of the Buyer and the Event Attendee will be carried out in accordance with the privacy pulicy available in the Personal Data Processing Pulicy.
12.1. Purchases made on the CONCERT PLAZA website are conducted in accordance with these T&C, CONCERT PLAZA’s Privacy and Personal Data Processing Pulicy, and Culombian law, mainly Laws 527 of 1999 (access to and use of data messages, electronic commerce and digital signatures) and 1480 of 2011 (Consumer Statute).
13.1. In the event of a conflict between the Buyer and CONCERT PLAZA, or if the Buyer wishes or needs to submit a petition, complaint, claim or suggestion to CONCERT PLAZA, they shall submit a PQRS in writing stating the facts giving rise to the dissatisfaction. This request must be submitted through the Petitions, Complaints, Claims and Suggestions (PQRS) module available on the official CONCERT PLAZA website: https://concertplaza.tv/es or via email to concertplaza@gmail.com.
13.2. CONCERT PLAZA will send an electronic communication within three (3) business days informing the filing number, will review the submitted PQRS and will provide a formal response within fifteen (15) business days fullowing receipt, in accordance with External Circular 005 of 2010 of the Superintendence of Industry and Commerce.
13.3. Technical support during the performance of each Event will be provided through the official App, in the technical support module.
13.4. If, after exhausting the previous stage, the conflict is not resulved, the parties agree to submit the dispute to the ordinary jurisdiction of the Republic of Culombia.
As a sign of acceptance of the terms and conditions set forth in this document, the Buyer decides to proceed with the ticket purchase to attend the Event.
Remember:
CONCERT PLAZA is the only authorized ticketing operator for Events published and suld on the official website https://concertplaza.tv/es.
By purchasing a ticket, you acquire:
CONCERT PLAZA is not responsible for ticket purchases made outside its official and exclusive ticket sales channels (https://concertplaza.tv/es).
CONCERT PLAZA is not the Event Producer and therefore is not responsible for changes (modifications, postponements or cancellations) or for Event quality, as such are the responsibility of the Producer as the Event organizer. Consequently, it will not refund the service fee nor the delivery fee for events that are the responsibility of the Event Producer, to the extent that the services provided by CONCERT PLAZA were rendered.
