General Terms and Conditions and Complaints Procedure

A. Scope of the Terms

These terms and conditions of Agency Artistic International s.r.o., Company ID (IČO): 27120147, with its registered office at Benkova 1698/9, Chodov, 149 00 Prague 4, registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, Insert 97786 (hereinafter “AAI”), govern the rights and obligations between AAI and third parties arising from the sale of tickets for cultural and other events through the online environment on the website www.swanlake.cz operated by AAI.

B. Definitions

For the purposes of these Terms and related relationships, the following terms have the meanings set out below:

Event

A concert, theatre or other cultural performance or any other event (exhibition, conference, training, trade fair, etc.) whose primary purpose is to provide leisure-time entertainment to the customer at a specified time and venue.

Organizer

A natural or legal person organizing the event. The seller may be the same person as the organizer if the seller organizes the event.

Customer

A person using the web portal and AAI services.

SWANLAKE.CZ network

An ordering and distribution system operated by AAI that enables customers to place orders, make reservations, purchase and collect tickets through the individual sales channels. The sales channels of the SWANLAKE.CZ network include contractual sales points and the web portal.

Ticket

A document issued in the SWANLAKE.CZ sales network, distinct from proof of payment for the ticket price (unless the ticket itself also serves as proof of payment), entitling the ticket holder and the total number of accompanying persons stated on the ticket to a single admission to the event for which the ticket was issued. The individual ticket types, including the way they are purchased and used, are described in Section D of these Terms. By presenting the ticket at the venue entrance, the person exercising the rights arising from the ticket agrees to the venue operating rules, the organizer's instructions and the conditions applicable to the event.

Voucher

A reservation provided by the seller within the SWANLAKE.CZ sales network, entitling the holder of a unique voucher code to purchase a specific type of ticket at a predetermined price and fixed date by paying the difference between the voucher price and the set ticket price. A voucher is not a ticket and does not entitle its holder to enter the event.

Contractual sales point

A sales point approved within the SWANLAKE.CZ sales network and marked with the Swan Lake Prague brand, where tickets may be reserved, purchased or collected based on the reservation number or reference information connected with a direct online purchase. The opening hours of each contractual sales point are determined by its operator. A list of contractual sales points is available on the web portal.

Web portal

AAI's website at www.swanlake.cz, used to provide information about the offered events and to reserve and purchase tickets for those events. For correct reservation creation, ticket purchase and voucher services on this portal, the customer must use a suitable internet browser.

C. Contractual Relationships

The organizer is responsible for the execution and content of each individual event. AAI is not the organizer unless the event is organized directly by AAI. For most events offered on the Swan Lake Prague portal, the organizer is AAI; the organizer is stated in the event description only when it is not AAI. In that case, AAI acts solely as the seller and arranges ticket sales for the organizer on the basis of a mandate agreement concluded between the organizer and AAI pursuant to Section 2430 et seq. of Act No. 89/2012 Coll., the Civil Code, as amended.

By purchasing a ticket, the customer enters into a contractual relationship with the specific event organizer, the content of which is the provision of a leisure-time service at a specified date and time in the form of enabling the ticket holder to attend the relevant event for the stated ticket price, all under the conditions set out in the organizer's published instructions and these Terms (the “Event Participation Agreement”). On that basis, AAI acts on behalf of and for the account of the organizer to the extent necessary for concluding the Event Participation Agreement between the organizer and the customer, publishing the organizer's information and instructions concerning individual events, accepting payment for the organizer's services from the customer, and handling the other organizer matters referred to in these Terms.

The execution and fulfilment of the Event Participation Agreement, including event dates, quality and scope, is the sole responsibility of the relevant organizer, who reserves the right to make changes. For the purposes of these Terms, the purchase of a ticket means payment of the price for the organizer's service under the Event Participation Agreement. Unless explicitly stated otherwise, all claims under the Event Participation Agreement, including refund claims, must be asserted directly against the event organizer in accordance with the complaints procedure set out in these Terms.

By using the SWANLAKE.CZ sales network and by using or registering on the web portal, the customer also enters into a relationship with AAI to the extent set out in these Terms and expressly agrees to be bound by them.

D. Tickets and Their Types

The organizer may designate one or more ticket types for individual events (in addition to standard tickets, especially VIP tickets, vouchers, discounted tickets, gift vouchers and similar products). Information on the available ticket types is displayed in the ordering system of the SWANLAKE.CZ network. Different ticket types usually have different prices, usage scope and entitlements.

Where the relevant sales channel of the SWANLAKE.CZ network permits it, tickets may be purchased in printed form (contractual sales points only) and electronic form (through the web portal). If a ticket is purchased electronically, the rights arising from the ticket may be exercised by presenting a printed proof of purchase at the venue.

A ticket is non-refundable after purchase. Any discount applicable to a ticket must be claimed before the purchase or reservation of the ticket; later application of a discount is excluded.

E. Voucher / Discount Coupon / Gift Voucher

AAI provides vouchers within the SWANLAKE.CZ network and through its contractual partners, taking into account the time-based variability of prices and event types. A reservation voucher provides a time-limited guarantee of the possibility to purchase a selected ticket type at a price corresponding to a pre-set ticket price reduced by the amount already paid for the voucher.

A gift voucher is available only in the values of CZK 500, CZK 1,000 and CZK 2,000 and must be used in full when ordering tickets. The order price must be equal to or higher than the value of the gift voucher being redeemed. Any unused portion of the gift voucher is forfeited. A voucher is not a ticket.

Reservation actions associated with the voucher service are subject to a one-time non-refundable fee corresponding to the voucher price. The voucher service is confirmed by issuing a unique voucher code, to which the right to make a one-time ticket purchase within the voucher validity period is tied. The customer must keep the unique voucher code safe and protect it from misuse. On the expiry of the voucher validity period, the customer's rights arising from the voucher lapse without any entitlement to a refund of the voucher price.

A voucher can only be ordered and purchased through the AAI web portal and, where available, through AAI's contractual partner. A voucher may be paid only by direct online payment or bank transfer to AAI.

F. Ticket Sales

Tickets of the relevant type may be purchased or reserved in the following ways:

1. by direct sale at a contractual sales point
2. online through the web portal
3. by phone or email

G. Prices and Postal Charges

The price of a ticket or voucher is stated on the web portal or communicated to the customer before purchase by the staff at the contractual sales point. Unless explicitly stated otherwise, the ticket or voucher price includes the applicable VAT rate and all pre-sale fees except service fees that may be charged for online payments according to the event type and that are communicated to the customer before the order is completed and paid.

For payments made from abroad, the customer must pay all bank fees, including correspondent charges and the beneficiary bank's fees. Payment must be made sufficiently in advance of the reservation expiry date, taking into account interbank transfer timings.

If the customer claims entitlement to any offered discount, the customer must prove that entitlement at the venue entrance. The conditions for discounts are stated on the web portal for the relevant event and may also be available at the contractual sales point. If the customer cannot demonstrably meet those conditions at the venue, entry to the event will be denied and the customer will not be entitled to compensation.

H. Complaints Procedure

The customer must check the correctness and completeness of the tickets immediately after collecting them in person or after delivery, especially the event name, venue, event time, price, number of tickets and any other parameters. Any complaint concerning the ticket content must be reported immediately after receipt to the staff at the contractual sales point or by email published on the web portal. Later complaints will not be taken into account. Downtime of contractual sales points or the web portal is not subject to a complaint.

Complaints about the ticket content, especially printing errors, incomplete or incorrect data or an incorrect ticket type designation, are handled by the staff at the contractual sales point as an immediate complaint based on information obtained through AAI representatives. The staff will verbally inform the customer about the method and timing of handling the complaint. If the complained ticket cannot be cancelled for technical reasons, the staff must draw up a complaint report with the customer. The same procedure applies to voucher complaints. In the event of a justified cancellation of the complained order, the customer must return the issued ticket to the staff at the contractual sales point.

As a ticket distributor, AAI assumes no responsibility for an event organized by a third-party organizer. Complaints concerning the event itself, especially programme changes, schedule changes or cancellation of the event, including any claims for compensation of damage suffered by the customer or any third party in connection with the event and all claims arising from the Event Participation Agreement, must be made directly against the organizer. If the organizer is not AAI, the organizer is identified in the event description.

Paid admission is non-refundable unless explicitly stated otherwise. A purchased ticket cannot be exchanged. No replacement ticket is provided in case of loss or damage.

Any further complaints arising from a breach of the customer's obligations after payment for tickets through the web portal will not be taken into account. Any other disputes will be resolved by legal means under the laws of the Czech Republic.

I. Refunds and Organizer Reservations

For individual events, the organizer reserves the right to make changes and short-term schedule shifts. Current dates and event changes are published on the web portal and may also be communicated through other media at AAI's discretion.

The conditions for refunding admission in the event of full cancellation of an event are determined by the relevant organizer within 10 days after the cancellation is established. AAI is entitled to refund admission paid by the customer only in the amount and under the conditions instructed by the organizer, provided that the organizer supplies adequate funds for that purpose. If no such instruction is given, customers may assert their claims under the Event Participation Agreement directly against the organizer. In the event of a cancellation, customers will be informed about the refund procedure on the web portal and in response to enquiries sent to info@swanlake.cz. Unless the organizer's refund instructions provide otherwise, any pre-sale or reservation fee indicated on the ticket will not be refunded.

Unless otherwise agreed with the relevant organizer in a specific case, admission is refunded at the contractual sales point where the ticket was purchased. If admission was paid online or by bank transfer, refunds are handled by the AAI box office at Broadway Theatre, Na Příkopě 988/31, 110 00 Prague 1. When receiving a refund, the customer must return the issued ticket to the staff at the contractual sales point without undue delay.