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General Terms and Conditions and Complaints Procedure

General Terms and Conditions and Complaints Procedure

 INFORMATION

 5th December 2024

General Terms and Conditions and Complaints Procedure which state the rights and obligations of the Contracting Parties in providing and receiving services, concerning the sale of tickets for cultural and other events provided through the sales network WWW.PRAGUECLASSICCONCERTS.CZ (hereinafter referred to as the "Terms"). 

A. Terms and Conditions

These terms and conditions of the Agency Artistic International s.r.o. , BIN: 227120147, with its registered office at Prague 4 - Chodov, Benkova 1698/9, postal code 149 00, and the place of business at Havelská 31, Prague 1, postal code 110 00, registered in the Commercial Register administered by the Municipal Court in Prague, File C, Insert 97786 (hereinafter referred to as AAI), stipulate the rights and obligations of AAI and the third parties, arising from the sale of tickets for cultural and other events online on the website WWW.PRAGUECLASSICCONCERTS.CZ operated by AAI.

B. Definitions

For the purposes of these Terms and Conditions, the following terms have the following meanings:

Event

Concert, theatre or other cultural performance or any other event (exhibition, conference, training, trade fair, etc.), the primary purpose of which is to provide quality leisure time program for the customer on a given date and venue.

Organizer

The natural or legal person organizing the event. The Seller may be the same as Organizer if the Seller is the organizer of the event.

Customer

A person using the website and AAI services

Network PRAGUECLASSICCONCERTS.CZ

Ordering and distribution system operated by AAI, enabling Customers to place orders, book, purchase and collect tickets via individual sales channels. The sales channels of the PRAGUECLASSICCONCERTS.CZ network are mainly sales outlets and a web portal.

Ticket

A document (voucher) issued in the PRAGUECLASSICCONCERTS.CZ sales network, different from the receipt which serves as the confirmation of payment of the ticket price (if the ticket is not a proof of payment of the ticket price), entitling the ticket holder and other persons in the total number stated on the ticket to a single entry to the event for which the ticket is issued. The individual types of tickets, including the method of their purchase and use, are specified in Article 4 of these Terms and Conditions. By submitting the ticket at the entrance to the event venue, the person exercising the rights thus arising expresses his / her consent with the Rules of Operation of the event venue, subject to the organizer's instructions and conditions of the event related to it.

Voucher

A reservation provided by the Seller in the PRAGUECLASSICCONCERTS.CZ sales network, entitling the holder of a unique voucher code to purchase a specific type of ticket at a fixed price and date for the price of the balance of the voucher price and the set ticket price. The voucher is not a ticket and does not entitle the holder to enter the event.

Retail Outlet (Sales Point)

A Contracted Sales Point is a place approved within the PRAGUECLASSICCONCERTS.CZ sales network and marked with the PRAGUECLASSICCONCERTS.CZ logo, where tickets can be booked, purchased or collected based on their booking number or reference information associated with the direct on-line purchase. The opening hours of the Contractual Sales Point shall be determined by the operator of the sales point. The list of Sales Points is listed on the website.

Web Portal

AAI website at WWW.PRAGUECLASSICCONCERTS.CZ aimed to provide information on events offered and to book and purchase tickets for these events. In order to make reservations, purchase tickets and use the voucher service on this portal, it is necessary to have installed an optimal internet browser.

C. Contractual Relationships

The Organizer is responsible for the implementation and content of individual events. AAI is not the Organizer unless it is an event organized by AAI. For most of the events offered on the PRAGUECLASSICCONCERTS.CZ portal, the organizer is AAI. /see definition of terms - the person of the seller can be the same as the person of the organizer/. The event organizer is listed in the event description/cast only if not an AAI organizer. In this case, AAI is a vendor only. The Seller arranges for the Organizer the sale of tickets for the respective events of the Organizer on the basis of an order agreement concluded between the Organizer and AAI pursuant to § 2430 et seq. of Act No. 89/2012 Coll., the Civil Code, as amended (hereinafter referred to as “Civil Code”).

By purchasing the ticket, the Customer enters in a contractual relationship with the Organizer of a specific event , the content of which is the provision of a leisure service on a given date, enabling the ticket holders to personally attend the event at a specified ticket price; all under the terms and conditions set out in the instructions supplied by the Organizer (hereinafter referred to as the “Event Participation Agreement”). Based on the order, AAI acts on behalf of the Organizer to the extent necessary for concluding the Event Participation Agreement between the Organizer and the Customer, releasing information and instructions of the Organizer on individual events and receiving the price for the services provided from the Customer, or handling other abovementioned matters of the Organizer.

Executing and fulfilling the Event Participation Agreement, including the dates, quality and scope of the offered event is the sole responsibility of the Organizer, who reserves the right to change them. For the purposes of these Terms and Conditions, the purchase of a ticket means the payment of the price for the provision of the Organizer's services on the basis of the concluded Event Participation Agreement. Unless expressly stated otherwise, all claims arising from the Event Participation Agreement, including the refund of the ticket price, shall be made by the Customer directly to the Event Organizer in accordance with the Complaints Procedure under these Terms and Conditions.

By using the services of the PRAGUECLASSICCONCERTS.CZ sales network and using or registering on the Web Portal, the Customer also enters into a relationship with AAI to the extent set forth in these Terms and Conditions, in particular in relation to the Customer's privacy or use of the reservation services of the PRAGUECLASSICCONCERTS.CZ network, and expresses his/her express consent to be bound by the Terms and Conditions.

F. Tickets and their types

The Organizer can designate one or more types of tickets for individual events (besides the basic tickets, especially VIP tickets, vouchers, tickets with the possibility of applying a discount, etc.). The information about the types of tickets available is provided in the ordering system of the PRAGUECLASSICCONCERTS.CZ network. The individual types of tickets usually differ in prices, scope of use and authorization.

If the sales channel of the PRAGUECLASSICCONCERTS.CZ network allows, tickets can be purchased in the printed form (Contractual Sales Points only) and electronic form (via the mobile application or the Web Portal). If the ticket is purchased in the electronic form, the rights arising from it can be exercised by presenting the customer's printed proof of purchase at the venue of the event.

The ticket is non-refundable upon purchase. Discounts which can be applied to individual tickets must be applied prior to the purchase or booking the tickets, applying a discount subsequently is excluded.

E. Voucher / Discount Coupon / Gift Voucher

AAI provides Vouchers within the PRAGUECLASSICCONCERTS.CZ network and through its contractual partners, with regard to time variability of prices and types of events. The Reservation Voucher provides a time-limited guarantee to purchase a selected type of ticket at a price corresponding to a predetermined ticket price deducted by the price of the already paid Voucher. The gift voucher is provided only in three price levels of 500Kč, 1000Kč and 2000Kč, which must be used to order tickets in their entirety. The price of the order must be equal to or greater than the price of the gift voucher being redeemed.  Unused gift voucher amount will be forfeited. The Voucher is not a ticket. Reservations related to the provision of Vouchers are subject to a one-time non-refundable fee corresponding to the price of the Voucher. The provision of a Voucher is confirmed to the customer by issuing a unique voucher code, the validity of which authorizes the customer to a one-time purchase of the ticket. The customer is obliged to keep and protect the unique voucher code against any misuse. Should the validity of the Voucher expire, the customer forfeits the right arising from the Voucher, without being entitled to a refund of the voucher price. The Voucher can only be ordered and purchased through the AAI Web Portal and, if applicable, a contractual partner. The payment of the Voucher is possible only by a direct on-line payment or transfer to the AAI bank account, or by an online payment or a transfer to an account of the AAI contractual partner.

F. Ticket sales

Tickets of the individual type can be purchased or booked in the following ways:

  1. through a direct sale at a Contractual Point of Sale
  2. online through the Web Portal
  3. by phone or email

Purchase or collection of a booked ticket at a Point of Sale:

The customer may purchase printed tickets at a Contractual Point of Sale during the opening hours without prior reservation if the tickets of the required type are on offer and have not been sold out. The customer can also book the purchase of the ticket in advance via the Web Portal (see below) and subsequently make a payment and collect them in a hard copy.

Purchase and booking of the Tickets or ordering a Voucher through the Web Portal:

It is possible to book or order a reservation or order Tickets or Vouchers at a various price range through the Web Portal, unless otherwise stated. To use the Web Portal, prior customer registration via the Web Portal interface is required. The Customer is required to state his / her personal and contact details truthfully and completely in the registration form and check their correctness before confirmation. By registering, the Customer agrees to be included in the Seller's databases and agrees to receive commercial offers and notices, in particular, information about a similar type of event, the sale of which has been or will be initiated through PRAGUECLASSICCONCERTS.CZ.

The registered Customer may book or purchase tickets for the available seats of the desired event within the concert hall plan at a various price range, including discounts offered with these tickets, or order a Voucher if the reservation system allows it. A registered Customer may purchase a Ticket or a Voucher and pay for them by means of an on-line payment. The Customer can also book the purchase of the given ticket (internet reservation) via the Web Portal for a subsequent payment and collection at a Contractual Point of Sale / Box office. The Customer is obliged to check the correctness of the created order before sending a request to purchase a Ticket or Voucher. By clicking on “Buy" or "Book", the Customer sends a binding request to purchase or book the selected Ticket or Voucher. The ticket paid on-line is assigned a unique code, which the Customer is obliged to retain. Tickets booked online can be collected based on the assigned verification reservation code in a paper or electronic form at the designated Point of Sale.

Ticket reservation via the Web Portal (Internet Reservation) is an AAI service guaranteeing the customer the possibility of purchasing a selected type of ticket upon the reservation number, name and surname, or e-mail at the Point of Sale, during the period of the reservation validity. In case of any problem during the purchase or reservation process which would prevent the completion of the purchase or reservation of the ticket, the customer may refer to This email address is being protected from spambots. You need JavaScript enabled to view it..

Bulk orders and reservations via Call Centre or Email:

Bulk orders and ticket reservations (more than 11 Tickets), or Vouchers, ordering Tickets and Vouchers from abroad, changing orders and reservations in order to increase the number of booked places, or in case the Customer is a person different from the Consumer, can be made on This email address is being protected from spambots. You need JavaScript enabled to view it. on work days from 9:00 a.m. to 4:30 p.m. or by calling +420 224 224 706.

The cost of the distance communication when using the Web Portal and telephone does not differ from the basic rate set by the telecommunications service provider and shall be borne by the Customer.

Written orders shall take the form of a binding offer to enter into an Event Participation Agreement and shall include a comprehensible request to order selected Tickets or Vouchers to a specified event as well as complete customer identification and billing information. The Event Participation Agreement is considered concluded and binding in the scope of the order upon the acceptance of the Customer's offer by AAI on behalf of the Organizer. Unless expressly stated otherwise, the price for Tickets is payable within 5 days of the conclusion of the relevant Event Participation Agreement and the Tickets will be sent to the Customer after the payment of their price by the agreed payment method.

G. Prices and postal charges

The price of the Ticket or Voucher is stated on the Web Portal or communicated to the Customer prior to the purchase of the Ticket at the Point of Sale. Unless expressly stated otherwise, the price of the Ticket and Voucher is VAT included and includes all pre-sale fees except service fees which may be charged when paying online based on the type of event, which is communicated to the Customer prior to the ordering and payment.

When making payment from abroad, the Customer is obliged to pay all bank fees, i.e. correspondence fees and fees of the beneficiary's bank. Payment must be made well in advance of the reservation expiry date due to the time necessary for the transfer of funds between the banks.

If the Customer wishes to use any of the available discounts, he/she is obliged to prove that they are rightfully entitled to the discount to the staff at the entrance to the venue of the event. Terms and Conditions for providing discounts are listed on the Website at the respective event, or possibly at a Point of Sale. Should the Customer fail to comply with the above conditions for granting a discount directly at the event venue, he / she will not be allowed to enter the event and is not entitled to a refund.

I. Complaints

The Customer is obliged to check that the details on the Tickets are correct and complete immediately after the collection or delivery of the Tickets (especially the name of the event, the place and time of the event, the price and number of tickets as well as other parameters). The Customer is obliged to report to the personnel at the Contractual Sales Point or by e-mail (Email) stated on the Web Portal any complaints regarding the content of the Tickets immediately after their collection. Later claims will not be considered. Failure of the Contractual Sales Points or Web Portal is not subject to a complaint.

Complaints regarding the content of the Tickets, particularly printing errors, incomplete or incorrect data or designation of the type of Ticket are handled by the personnel at the Point of Sale by filing an immediate complaint, based on the information obtained from AAI representatives. The personnel at the Point of Sale will give the Customer information on the manner and date of settlement of the complaint. If it is not possible to cancel the claimed Ticket for technical reasons, the personnel at the Contractual Point of Sale is obliged to fill in a complaint form with the Customer. A similar procedure applies to Voucher claims. In the event of a legitimate cancellation of a complained order, the Customer is obliged to return the issued ticket to the personnel at the Contractual Point of Sale.

AAI, as a Ticket distributor, assumes no responsibility for an event organized by the Organizer unless the organizer itself is the Organizer. The Customer is obliged to apply directly to the event Organizer regarding all complaints concerning the event itself, in particular changes in the programme, in dates or in the event of a cancellation of the event, including claims for compensation of the damage incurred to the customer or any third party in connection with the event and all claims arising from the Event Participation Agreement. If the organizer is not the Organizer itself, the list of organizers including their contact details is available here at www.

A paid admission fee is not refundable unless explicitly stated otherwise. A purchased Ticket is not subject to exchange. In case of loss or damage, no replacement of the Ticket is provided.

Any other claims arising from a breach of the Customer's obligations after the payment of the Tickets via the Web Portal will not be considered. Any other disputes will be settled by legal means according to the legal regulations of the Czech Republic.

J. Return of Admission Fee and Saving Clauses of the Organizer

Individual events are subject to change and short-term postponements. Current dates and changes of events are stated on the Web Portal, or in the press and other media based on the AAI´s choice.

The conditions for a refund of the Admission Fee in case of the cancellation of an event shall be determined by the respective Organizer of the event within 10 days from the determination of such a fact. AAI is entitled to refund the Admission Fees paid by the customer solely in the amount and under specified conditions upon the order of the Organizer, provided the Organizer allocates adequate funds for this purpose. If AAI is not instructed to refund the Admission Fee by the Organizer, Customers may file their claims under the Event Participation Agreement directly against the Organizer. In case of cancellation of an event, Customers shall be informed about the manner of returning the Tickets at each Point of Sale, on the Web Portal, in the form of a reply to an inquiry sent by e-mail to This email address is being protected from spambots. You need JavaScript enabled to view it.. Unless otherwise stipulated in the instructions for refunding the Admission Fee by the Organizer, the amount indicated on the Ticket as a pre-sale or booking fee will not be refunded upon refunding the Tickets to the Customer.

Unless otherwise specified in each specific case, as agreed with the event Organizer, the Admission Fee will be refunded at the Point of Sale where the Ticket was purchased. In case of paying the Admission Fee by means of an on-line payment or a transfer to a bank account, the Fee shall be refunded at the AAI box office seated at the Hybernie Theater, nám. Republiky 3/4, 111 21 Prague 1, box office on the left. Upon receiving the refund, the Customer is obliged to return the issued Ticket without undue delay to the personnel at the Contractual Point of Sale.

K. Data Protection

Information on the processing of personal data

Basic summary

Agency Artistic International s.r.o. carries out the processing of your personal data as it is necessary for the performance of the contract with you regarding the sale of tickets (or for the implementation of measures taken prior to the conclusion of such a contract), and also carries out the processing of your personal data that is necessary for the performance of the public obligations of this company.

Personal data is processed in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation), (hereinafter referred to as "Regulation" or "GDPR")

1 Identity and contact details of the controller

1.1.The controller of your personal data is the legal entity Agency Artistic International s.r.o., with registered office at Benkova 1698/9, Prague 4, identification number: 227120147, registered in the Commercial Register kept at the Municipal Court in Prague, Section C, Insert 97786, (hereinafter referred to as the "Controller").

1.2 The contact details of the administrator are as follows: delivery address Agency Artistic International s.r.o., Dr. Jánského 410, Černošice , 252 28, e-mail address This email address is being protected from spambots. You need JavaScript enabled to view it., telephone + 420 602 352 463.

1.3 The controller has not appointed a data protection officer.

  1. Processed data
  • name and surname;
  • residential address and delivery and billing address, if different from the residential address;
  • identification number and tax identification number;
  • e-mail address;
  • phone number;
  • other personal data, if applicable.
  1. Legal basis for the processing of personal data

3.1 The legal basis for the processing of your personal data is that this processing is necessary for:

3.1.1. the performance of a contract between you and the controller or for the implementation of measures by the controller before the conclusion of such a contract within the meaning of Article 6(1)(b) of Regulation 2016/679 of the European Parliament and of the Council on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation), (the "Regulation");

3.1.2. compliance with the legal obligations applicable to the administrator within the meaning of Article 6(1)(c) of the Regulation, in particular compliance with the obligations imposed on the administrator by generally binding legal regulations, in particular Act No. 235/2004 Coll., on Value Added Tax, as amended, Act No. 586/1992 Coll., on Income Taxes, as amended, and Act No. 563/1991 Coll., on Accounting, as amended.

  1. Purpose of the processing of personal data

4.1 The purpose of the processing of your personal data is the performance of the contract between you and the controller, including the delivery of the goods-tickets and the resolution of rights under liability for defects, or the implementation of measures by the controller prior to the conclusion of such a contract, as well as the performance of related public law obligations by the controller.

4.2 There is no automatic individual decision-making by the controller within the meaning of Article 22 of the Regulation.

  1. Period of storage of personal data

5.1 Your personal data will be processed for the duration of the effects of the rights and obligations under the contract and for the period necessary for archiving purposes in accordance with the relevant generally binding legal regulations, but no longer than the period specified by generally binding legal regulations.

  1. Other recipients of personal data
  2. a) Other recipients of your personal data will be shipping companies and other persons involved in the delivery of goods or the execution of payments under the purchase contract, and persons providing technical services related to the operation of the e-shop, including the operation of software and data storage. 
  3. b) In addition, the recipients of your personal data processed for the purpose of compliance with legal obligations may be tax authorities or other competent authorities in cases where the controller is required to do so by generally binding legal regulations.
  4. c) the provider of web hosting services, ZCOM.CZ s.r.o., with its registered office at Velké Svatoňovice 63, Postcode 54235
  5. d) Primaton s.r.o., with registered office at Ke Zlatému kopci 407/8, Prague 9 - Miškovice
  6. e) Google
  7. f) Seznam.cz, a.s., Zboží.cz, Radlická 3294/10, 150 00 Praha 5 - Smíchov

Possibly other providers of processing software, services and applications, but not currently used by the Controller.

The controller does not intend to transfer your personal data to a third country (non-EU country) or an international organisation.

The controller does not intend to transfer your personal data to a third country (non-EU country) or an international organisation.

  1. Rights of the data subject

7.1 Under the conditions set out in the Regulation, you have the right to request access to your personal data from the controller, the right to rectification or erasure of your personal data or restriction of their processing, the right to object to the processing of your personal data and the right to the portability of your personal data.

7.2 If you believe that the processing of your personal data has infringed or is infringing the Regulation, you have the right, among other things, to lodge a complaint with a supervisory authority.

7.3 You are under no obligation to provide personal data. However, the provision of your personal data is a necessary requirement for the conclusion and performance of the contract and without the provision of your personal data the contract cannot be concluded or performed by the controller.

  1. Information on the processing of personal data for the purpose of sending commercial communications

Your personal data is only processed for the purpose of sending you commercial communications if you give your consent.

  1. 1 Purpose of processing
  • The purpose of processing your personal data is to send you commercial communications and to carry out other marketing activities by the controller towards you.
  • There is no automatic individual decision-making by the controller within the meaning of Article 22 of the Regulation.
  1. 2. Period of storage of personal data
  • The period for which your personal data will be stored by the controller is until your consent to the processing of your personal data (for this processing purpose) is withdrawn.
  1. 3. Other recipients of personal data
  1. a) the provider of web hosting services užeb, the company ZCOM.CZ s.r.o., with its registered office at Velké Svatoňovice 63, postcode 54235
  2. b) Primaton s.r.o., with registered office at Ke Zlatému kopci 407/8, Prague 9 - Miškovice

Possibly other providers of processing software, services and applications, but not currently used by the Controller.

The controller does not intend to transfer your personal data to a third country (non-EU country) or an international organisation.

  1. 4. Rights of the data subject
  • Under the conditions set out in the Regulation, you have the right to request access to your personal data from the controller, the right to rectification or erasure of your personal data or restriction of their processing, the right to object to the processing of your personal data and the right to the portability of your personal data.
  • You have the right to withdraw your consent to the processing of your personal data given to the controller at any time.  However, this does not affect the lawfulness of the processing of your personal data prior to such withdrawal of consent. You can withdraw your consent to the processing of your personal data in the following way: in the footer of such commercial communication or at the e-mail address aai-concert(@)aai-concert.cz.
  • If you believe that the processing of your personal data has infringed or is infringing the Regulation, you have the right to lodge a complaint with a supervisory authority, among other things.
  • You are under no obligation to provide personal data. The provision of your personal data is not a legal or contractual requirement, nor is it a requirement that is necessary to enter into a contract.
  • You have the right to object at any time to the processing of your personal data for direct marketing purposes, including profiling, where the profiling relates to such direct marketing. If you object to the processing of your personal data for direct marketing purposes, your personal data will no longer be processed for these purposes.

 

L. Final Provisions

The provisions aimed at the consumer protection according to legal regulations and these Terms and Conditions do not apply to customers entering into contractual relations with the Organizer or AAI as entrepreneurs. The nature of the service provided and the provisions of § 1837 (a). j) of the Civil Code forbid the customer to withdraw from the Event Participation Agreement.

The Client hereby assumes the risk of changing circumstances within the meaning of Section 1765 (2) of the Civil Code.

If the contract is concluded with an international party, the contracting parties have agreed that their rights and obligations are governed by the law of the Czech Republic, excluding the conflict of laws rules. This is without prejudice to consumer rights arising from generally binding legal regulations.

In accordance with the Section 14 of Act No. 634/1992 Coll., On Consumer Protection, as amended, the Operator informs that the competent authority for the out-of-court settlement of consumer disputes related to the Agreement is the Czech Trade Inspection, Central Inspectorate - ADR Department, Štěpánská 15 , 120 00 Praha 2, website: www.coi.cz

AAI assumes no liability for the correctness, completeness or currency of the information in the event offer on the Web Portal except for intent or gross negligence, and reserves the right to change the prices of Tickets and Vouchers in the PRAGUECLASSICCONCERTS.CZ network at any time or without stating the reason. Unless it is a typographical error and the nature of the matter does not indicate otherwise, the information and instructions given on individual Tickets shall take precedence over the provisions of these Terms and Conditions.

The Ticket can serve as a simplified VAT receipt according to valid legal regulations in case the Organizer of the given event is a VAT payer. If the Customer requires the issue of an invoice, it is necessary to apply for it at an AAI establishment by sending a request to the email address This email address is being protected from spambots. You need JavaScript enabled to view it..

Should any provision of these Terms and Conditions become invalid, ineffective or unenforceable, the validity, effectiveness or enforceability of the other provisions shall remain unaffected.

The Terms and Conditions come into effect on April 1, 2018 and AAI reserves the right to change them at any time.