1.INTRODUCTION
TICKET RESALE SERVICE POLICIES
1. INTRODUCTION
1.1 Ticketmaster Suomi Oy (”Ticketmaster”, "we", "us", "our") is a company registered in Finland with trade register number 98.236 and business ID 0110928-6. The registered office of Ticketmaster Suomi Oy is located at Keskuskatu 6, 00100 Helsinki.
1.2 We operate an online service that sells original tickets and Resale tickets as well as other event-related products. "original tickets" means original event tickets, i.e. tickets that event organizers (see definition below) have given us to sell directly. "Resale Tickets" or ”Resale tickets" means tickets that have been purchased from Ticketmaster and which the original buyer resells (i.e. we do not sell them, we only facilitate the sale through our Resale Service (”Resale Service") either through the Ticketmaster marketplace or by giving the original buyer the opportunity to list the tickets by sharing a social media or personal Ticketmaster URL ("Resale")).
1.3 These “Resale Service Policies" define the terms that apply to the purchase and sale of Resale Tickets through the Resale Service. If you wish to sell original tickets for accessible seats, please contact us. These Resale Service Policies also include the Terms of Use of our website.
1.4 These Resale Service Policies do not apply to original tickets purchased from us. All terms applicable to original tickets purchased from us are described in the Purchase and Use Terms.
1.5 We offer the Resale Service so that customers who have purchased an original ticket from us can, if they wish, resell their tickets safely. The availability of Resale Tickets depends on how many have been offered to the Resale Service. The fact that Resale Tickets are available does not mean that original tickets are not available for the event in question, that the event is sold out, or that tickets for the event are not available from other sources (e.g. from the event organizer, venue, or other operators selling original tickets).
1.6 All Resale Tickets sold through the Resale Service are verified, meaning all Resale Tickets were first purchased from us as original tickets. This allows us to ensure that all necessary information is mentioned in the ticket description and that all information is correct.
1.7 Please note that purchased Resale Tickets cannot be exchanged or refunded unless otherwise stated in section 11 of these Resale Service Policies. Please note that we are not responsible for organizing or executing events.
1.8 Nothing in these Resale Service Policies or the Purchase and Use Terms affects your statutory rights as a consumer. If you would like more information about your statutory rights, please visit https://www.kkv.fi/kuluttaja-asiat/ .
2. ACCOUNT AND REGISTRATION
2.1 In order to create a Ticketmaster account, you must:
(a) be at least 18 years old and capable of entering into legally binding agreements; and
(b) create a password-protected account according to the instructions and correctly enter your full name, address, phone number, and email address (you must keep all your information up to date at all times).
2.2 You are solely responsible for maintaining the security of your username and password and for all activity that occurs on your account. You may not allow any other person to use your account. If you notice or suspect that someone knows your username and/or password, please contact us immediately.
2.3 If you would like more information about how we use and protect your personal data, please review our privacy policy and cookie policy. If we investigate your account or if our operations are investigated, you agree to respond to all our requests for information concerning you and to use the Resale Service fully in accordance with our terms.
2.4 You may not create or use multiple accounts to circumvent the terms of these Resale Service Policies or the Purchase and Use Terms or to conceal your identity or other personal information.
2.5 You may not use our website, application, your account, and/or the Resale Service (collectively ”TM Services") for any illegal purpose or in any illegal manner. If we detect or suspect that you have used, are using, or are attempting to use the TM Services in a way that has resulted in, is resulting in, or may result in a crime, we may report your identity and information about such activity to the relevant authorities (as well as to any relevant event organizer [as defined in the Purchase and Use Terms]).
2.6 We reserve the right to close your account and/or cancel all your sales or purchase orders and/or prevent you from listing Resale Tickets for sale or placing orders in the future and/or prohibit you from using the TM Services in the future if:
(a) you behave offensively or threateningly, if another person behaves this way on your behalf, or if such behavior occurs through your account;
(b) if we have justified grounds to suspect you of fraud or other illegal activity, if we suspect that someone else has acted this way on your behalf, or if we suspect that such activity has been conducted through your account;
(c) if we have justified grounds to suspect unauthorized use of your account or that you or someone else on your behalf has used your account for unauthorized activity or that unauthorized activity has been conducted through your account, including unauthorized communication between sellers and buyers or potential buyers;
(d) a competent authority or regulatory authority orders us to do so; and/or
(e) you otherwise materially breach these Resale Service Policies or other applicable policies (including the Purchase and Use Terms) or terms (including the terms of the relevant event organizer).
2.7 You may close your account by contacting us through our customer service portal. Please note, however that the account will not be closed until all events for which you have purchased, listed for sale, or sold Resale Tickets have been held.
2.8 If your account is closed and/or if tickets you have purchased, listed for sale, or sold under these Resale Service Policies (or purchased under the Purchase and Use Terms) are cancelled, this will not affect the rights and obligations you had before the closure/cancellation or on the date of closure/cancellation.
3. LEGALLY BINDING AGREEMENTS
3.1 In order to sell or buy a Resale Ticket through the Resale Service, you must be at least 18 years old, capable of entering into legally binding agreements, have a Ticketmaster account, and have a valid bank or credit card issued in your name. If you resell your tickets through the Resale Service, you will receive payment for the sold ticket from Adyen or Hyperwallet. You will need:
i) an Adyen for Platforms user account (which we will set up for you and act as your authorized representative to Adyen), a legally binding agreement with Adyen, which you enter into by accepting Adyen's user terms, and a valid bank account opened in your name where you can receive payments in euros; and
ii) a Hyperwallet user account (which we will set up for you and act as your authorized representative to Hyperwallet), a legally binding agreement with Hyperwallet, which you enter into by accepting Hyperwallet's user terms, and a valid bank account opened in your name where you can receive payments.
We will inform you which payment provider's payment applies once the ticket sale is confirmed. Resale Ticket prices are stated in the currency in which they are paid. If you sell Resale Tickets and choose to receive payment in a different currency, we are not responsible for any additional costs arising from banking services or currency exchange.
3.2 When you list for sale, sell, or buy a Resale Ticket through the Resale Service, you confirm that you have read, understood, and accepted the terms of these Resale Service Policies. These policies form a legally binding agreement between you and Ticketmaster regarding the use of the Resale Service. If you intend to sell Resale Tickets, you must also enter into a separate, legally binding agreement with Adyen and Hyperwallet in accordance with section 3.1. In addition, a separate agreement is formed between buyers and sellers when Resale Tickets are purchased or sold through the Resale Service (for more information, see section 3.4). If you do not accept the terms of these Resale Service Policies or other applicable terms, or if you cannot comply with them, you should not use the Resale Service.
3.3 We reserve the right to make changes to these Resale Service Policies from time to time. If we make such changes, we will publish the updated Resale Service Policies on our website. Therefore, we recommend that you regularly check these Resale Service Policies to stay up to date with any changes to the terms. We will notify you of material changes in advance by email, in the service, and/or on the service website or by other appropriate means at least 30 days before the changes take effect. If you do not accept the changes, you may discontinue use of the service. The user is deemed to have accepted the changes if the user uses the Service after the changes take effect. The version of these Resale Service Policies in effect at the time of listing, selling, and purchasing tickets applies to such actions. If you do not accept any updated version of these Resale Service Policies or if you cannot comply with it, you should not list, sell, or buy Resale Tickets.
3.4 When you sell or buy a Resale Ticket through the Resale Service, you simultaneously enter into a separate agreement directly with the buyer or seller of the Resale Ticket in question, as the Resale Ticket is owned by the seller, not Ticketmaster, and the buyer purchases it from the seller through the Resale Service. This sales/purchase agreement enters into force when we have confirmed your order and ends immediately when the agreed amount has been paid to the seller in accordance with section 7.1.
3.5 Please note: We act only as intermediaries in sales/purchase transactions between buyers and sellers and are not a party to the sales/purchase agreement between the buyer and seller concerning Resale Tickets. We recommend that buyers in all cases primarily seek to resolve any problems in accordance with the dispute resolution procedure described in section 15.
SELLER TERMS (LISTING AND SELLING RESALE TICKETS)
4. LISTING RESALE TICKETS FOR SALE
4.1 You may only list a Resale Ticket for sale if you have purchased it as an original ticket through the Ticketmaster Finland website or application. The Resale Service function is available on your Ticketmaster account for such original tickets. For example, the following cannot be listed for sale in the Resale Service:
(a) original tickets that are collected from the ticket office;
(b) original tickets that have been obtained from a Ticketmaster ticket shop other than https://www.ticketmaster.fi/ (e.g. through Ticketmaster's telephone service or any of our partner sites);
(c) tickets that were originally obtained from a third-party ticket seller, venue, promoter, or other source (including Groupon).
4.2 Please note that only tickets (including VIP tickets) can be listed for sale and sold through the Resale Service. Therefore, elements other than tickets purchased as part of a package cannot be listed for sale or sold through the Resale Service. However, this does not apply to VIP tickets where an element included in the package in addition to the ticket cannot be separated from the ticket (e.g. a meet and greet, but not merchandise or parking). Additionally, upsell products acquired in connection with the original ticket cannot be listed for sale or sold through the service.
4.3 All Resale Tickets listed for sale are subject to the following terms and restrictions:
(a) You authorize us and/or a third-party operator we have authorized to verify your identity, financial situation, and background, for example for fraud (and you authorize the provision of your account and payment card information to such third-party operator for the purpose of performing such verifications).
(b) You may not list Resale Tickets for sale at a price exceeding the maximum price set for the event. You will be informed of the maximum price before listing the Resale Ticket for sale as part of the listing process. The minimum price is 1 unit currency (for example 1 euro).
(c) You may only list Resale Tickets that you have the right to sell and the listing of which does not violate any third-party rights, applicable terms, or laws or regulations.
(d) You may not list Resale Tickets that have been obtained in a manner that violates Ticketmaster's Purchase and Use Terms or Resale Service Policies, through unauthorized use of a robot, search agent, or other automatic device or software, through unauthorized framing or linking of the website, or in any other illegal or unauthorized manner.
(e) Copied, counterfeit, or stolen tickets may not be listed for sale. Selling stolen or counterfeit property is a crime, and we will report such activity to the relevant authorities.
(f) You must ensure that Resale Tickets with seat numbers listed for sale together are consecutively numbered and that the seats are located next to each other.
(g) You may not list the same Resale Tickets for sale simultaneously in both the Resale Service and another ticket resale or exchange service.
(h) You need an Adyen MarketPay account to receive payment for the Resale Tickets you sell, so you agree to comply with Adyen's terms and appoint Ticketmaster as your authorized representative to Adyen.
i) To receive payment for the Resale Tickets you sell through Adyen or Hyperwallet, you must: i) set up an Adyen for Platforms user account and accept Adyen's User Terms and appoint us to act as your legal representative to Adyen; ii) set up a Hyperwallet user account and accept Hyperwallet's User Terms and appoint us to act as your legal representative to Hyperwallet.
j) You must not sell Resale Tickets on the Resale Service if you are not a consumer.
4.4 We cannot guarantee that Resale Tickets listed for sale will be published and activated within a certain time, that tickets listed for sale will go on sale in a certain order, that tickets listed for sale will appear in search results, or that Resale Tickets listed for sale will be sold.
4.5 We reserve the right to remove Resale Tickets you have listed for sale from sale if:
(a) you do not comply with any of the terms in section 4.3 regarding listing tickets for sale;
(b) any of the conditions in section 2.6 (a)–(e) are met; and/or
(c) the Resale Service function must for some reason be disabled for an event or certain tickets.
5. SALE AND DELIVERY OF RESALE TICKETS
5.1 When a buyer has confirmed the purchase of Resale Tickets and paid for them, the order will be processed and you will be sent an order confirmation. Please note that once a legally binding agreement has been formed, you relinquish your rights to the Resale Tickets and are legally obligated to deliver the Resale Tickets in question to the relevant buyer.
5.2 Although we always strive to ensure the accuracy of the order confirmation, technical or other errors are possible. If such an error results in an incorrect order confirmation being sent to you, we will notify you as soon as possible and reserve the right to cancel the order without incurring additional liability.
5.3 For example, in the rare event that the relevant bank or payment service provider cancels the payment made by the buyer, we reserve the right to cancel the order for which an order confirmation has been sent and refund the amount to the buyer without incurring additional liability.
5.4 Once you have received the order confirmation, we will forward the Resale Tickets to the buyer. Please note that you may not under any circumstances send printed e-tickets by post unless we expressly authorize or instruct you in writing to do so.
5.5 If for any reason you are unable to deliver the ordered Resale Tickets according to our instructions, you must immediately contact us through our customer service portal to resolve the issue. You may not take any action (e.g. deliver alternative tickets to the buyer) without first discussing the matter with us. In certain cases and at our discretion, we may offer an alternative delivery method if you have contacted us under this section. In such a case:
(a) you must follow the relevant instructions and provide us with all necessary information and documents for such delivery method;
(b) you authorize us, if necessary, to provide all information concerning the original order (including the last four digits of the payment card used to pay for the original tickets) to the buyer and/or the venue or ticket office so that they can assist in the delivery of the tickets.
5.6 You should accurately record all information concerning transactions made through the Resale Service, such as detailed information about which Resale Tickets were sold to which buyer (including ticket barcode numbers).
5.7 Where possible, you may use buyers' personal data, but only for the delivery of Resale Tickets and for no other purpose. You must also keep buyers' personal data strictly confidential and secure and may not contact buyers directly unless Ticketmaster has expressly given permission to do so. Once the buyer has received their Resale Tickets, you must delete and/or destroy all personal data of the relevant buyer from your systems.
5.8 You understand that we may provide the buyer with your name, address, email address, and phone number if necessary for the delivery of the order. If you would like more information about how we use your personal data, please review our privacy policy.
6. OTHER SELLER OBLIGATIONS
6.1 If we ask you anything about the Resale Tickets you have listed for sale or sold, you must respond to us promptly and within the time limit we specify. If you cannot be reached within the specified time limit, the order may be cancelled and/or the terms of section 8 may apply.
6.2 If an event is cancelled entirely:
(a) all tickets on sale for the event (i.e. unsold Resale Tickets) will be removed from the Resale Service, sellers must contact the relevant event organizer, and in accordance with the Purchase and Use Terms, you shall receive a refund for all original tickets that were unsold at the time the event tickets were removed from sale; and
(b) all Resale Ticket orders confirmed at and before the time of the event cancellation will be cancelled and the price of such Resale Tickets will be refunded to the relevant buyers (and all Resale Tickets already delivered will be cancelled). If you (as a seller) have already received payment in such a situation, meaning you no longer have any rights to the relevant Resale Tickets, you are not entitled to a refund for such tickets under our Purchase and Use Terms and/or these Customer Service Policies. This also applies to cases where you have sold the Resale Ticket at a price lower than the original ticket price. In a situation where you (as a seller) have not yet received payment for the relevant Resale Tickets, you should contact the relevant event organizer and may receive a refund for such tickets in accordance with our Purchase and Use Terms.
6.3 If an event is rescheduled:
(a) the page where the event tickets are on sale will be updated with new information and all tickets on sale will remain on sale and available. You (as a seller) may remove the Resale Tickets you have listed for sale (if they have not already been sold), and by contacting the relevant event organizer, you may receive a refund for tickets originally purchased in accordance with our Purchase and Use Terms.
(b) buyers who have ordered a Resale Ticket before the announcement of the change in event time may request cancellation of their order. If the buyer does not cancel their order, the transaction proceeds normally (and you as a seller cannot cancel your original tickets in that case). If the buyer decides to cancel their order, the order price will be refunded to them. If you (as a seller) have already received payment in such a situation, meaning you no longer have any rights to the relevant Resale Tickets, you are not entitled to a refund for such tickets under our Purchase and Use Terms and/or these Resale Service Policies. This also applies to cases where you have sold the Resale Ticket at a price lower than the original ticket price. In a situation where you (as a seller) have not yet received payment for the relevant Resale Tickets, you should contact the relevant event organizer and may receive a refund for such tickets in accordance with our Purchase and Use Terms.
7. PAYMENT TO SELLERS
7.1 A sales service fee ("seller's service fee") is charged for each Resale Ticket you list for sale, which is deducted from the Resale Ticket sales proceeds after the buyer's purchase. Payment of the Resale Ticket sales proceeds (less seller's service fees) to you is made either through the Adyen for Platforms service in accordance with Adyen's terms or through the Hyperwallet service in accordance with Hyperwallet's terms, generally within ten days of us cancelling your old ticket barcode and issuing the buyer a corresponding ticket with a new barcode. We will inform you which payment service is used once the ticket sale is confirmed. Once we have made payment to you (seller), the agreement we have entered into with you (these Resale Service Policies) ends, and we have no further liabilities to you, including, for example, cases where you have sold the Resale Ticket at a price lower than the original ticket price. Notwithstanding the foregoing, the terms of these Resale Service Policies that are expressly or implicitly intended to survive the termination or expiration of the agreement shall survive such termination or expiration, including the terms in sections 4.5, 5, 6, 7.1, 8, 12, 13, 14, 15, and 16. If the bank charges fees for the payment transaction, this will be deducted from the total amount payable to the seller.
7.2 We reserve the right to cancel the order and grant the buyer a refund in cases where we believe the buyer has a legal right to a refund in accordance with section 8, in which case you will not receive payment.
7.3 If a dispute arises regarding payment, you must submit the dispute for resolution in accordance with the dispute resolution procedure described in section 15, and we cannot make payment to you until the dispute is resolved.
8. ENFORCEMENT ACTIONS AGAINST SELLERS
8.1 We reserve the right to remove from sale and/or cancel orders for Resale Tickets in the Resale service if:
(a) you do not comply with any of the terms in section 4.3 regarding listing tickets for sale;
(b) the buyer is denied entry to the relevant event through no fault of their own due to your action or omission (including failure to comply with these Resale Service Policies and/or the terms applicable to original tickets and/or other applicable laws and regulations);
(c) there are any other problems or disputes related to the Resale Tickets you have listed for sale or sold and/or are listing for sale or selling;
(d) any of the conditions in section 2.6 (a)–(e) are met; and/or if
(e) the Resale Service function must for some reason be disabled for an event or certain tickets (in this case, all relevant Resale Tickets listed for sale will be automatically removed from sale or their sale will be suspended and orders placed will be cancelled and purchased tickets will be refunded to the relevant buyers).
8.2 Except for section 8.1(e), if we remove tickets from sale or cancel orders in accordance with section 8.1, we also reserve the right, at our discretion, to close your Ticketmaster account and/or cancel all relevant sales or purchase orders and/or prevent you from listing Resale Tickets for sale or placing orders in the future and/or prevent you from using the TM Services in the future.
BUYER TERMS (PURCHASING AND SELLING RESALE TICKETS)
9. PRICES, PAYMENT, AND PLACING ORDERS
9.1 The prices of all Resale Tickets sold through the Resale Service include value added tax. Price breakdown:
(a) Resale Ticket sales price ("sales price") +
(b) any per-ticket service fees ("service fee") +
(c) any delivery costs ("order processing fees").
You will also be told the price paid for the Resale Ticket when it was purchased as an original ticket.
9.2 The sales price of a Resale Ticket may be higher than the price paid for the Resale Ticket when it was purchased as an original ticket. This is because sellers may include the following in the sales price they set: the ticket price plus any per-ticket service fees (including seller's service fees) plus an appropriate share of the per-order processing fees paid by the seller when purchasing the tickets, plus an amount exceeding the price paid for the original ticket up to the maximum price set for the event.
9.3 Sellers may also (within certain limits) raise or lower the sales price of Resale Tickets they have listed for sale at any time before they are ordered.
9.4 Although we always strive to ensure that there are no errors in connection with Resale Tickets listed for sale, technical or other errors are possible. If your order is incorrectly confirmed due to an error, we will notify you as soon as possible and offer you the opportunity to either confirm the order with the correct information or cancel the order (in which case you will receive a full refund). If we cannot reach you to confirm the order with the correct information, you agree that we may treat the order as cancelled and refund the amount you paid in full without incurring additional liability.
9.5 Since you can purchase products for events held in several different countries, not all products are priced in euros (EUR). All prices are stated in the currency in which they are charged, and we do not take responsibility for any additional fees charged by your credit or debit card provider or for fluctuations in exchange rates.
9.6 Accepted payment methods are Visa, MasterCard, and American Express debit and credit cards. Resale Tickets cannot be paid for with a gift card.
9.7 When you provide your payment information and click the Buy button, you expressly authorize us (as the seller's representative) to charge or accept payment using the payment method you have specified.
9.8 Once payment has been made, your order will be processed and you will be sent an order confirmation.
9.9 If you do not receive an order confirmation after submitting your payment information, or if you receive an error message or the service is interrupted after you have submitted your payment information, it is your responsibility to verify whether your order has been placed or not. You can verify the status of your order through your Ticketmaster account or customer service support portal or by calling 0600 10 800 (€1.98/min + local network charge). Only you will be notified of any problems that may arise during the purchase process. We are not responsible for any costs or losses you incur if you do not verify within a reasonable time whether your order has gone through when you have not received an order confirmation.
9.10 All purchases are subject to (as necessary) bank or credit card verification, other security checks, and payment collection. Your order may be cancelled if it does not pass our verification process or if we do not receive payment in full. In the rare event that the relevant bank cancels your payment ("payment reversal"), we reserve the right to cancel the order even if an order confirmation has already been sent. We are not responsible for such cancellations as they are beyond our control.
9.11 It is prohibited to obtain or attempt to obtain Resale Tickets without authorization, for example through a robot, search agent, or other automatic device or software, or in any other illegal or unauthorized manner. We reserve the right to cancel without notice all orders where we have reason to suspect a breach of these Resale Service Policies, and all Resale Tickets obtained in connection with such orders will be invalidated.
9.12 To prevent fraud and protect our business, we reserve the right to perform checks and/or request additional information to confirm purchases. We reserve the right to cancel without notice all orders where we have reason to suspect fraud, and all Resale Tickets obtained in connection with such orders will be invalidated.
9.13 Remember to read the description of the Resale Tickets in full and check that the tickets are as desired before purchasing them, as we may not be able to correct problems caused by your error.
9.14 Please note that all seating maps presented during the purchase process are indicative only and describe the general arrangement of seats for certain events. For some events, the general arrangement of seats and the location of certain seats may be changed without notice.
9.15 All Resale Tickets purchased through the Resale Service are subject to the following: (i) Ticketmaster's Purchase and Use Terms, (ii) any special terms applicable to the ticket and/or event, (iii) other terms applicable to the organizer and/or event, and (iv) all terms applicable to the venue (including terms related to entry).
9.16 Please note that consumer protection legislation does not apply to trade between consumers. You do not have rights based on consumer protection legislation, such as the right of withdrawal, when you purchase a Resale Ticket from a private individual. All Resale Tickets purchased through the Resale Service are final, meaning you do not have a general right of cancellation, and tickets are not refunded or exchanged unless expressly stated otherwise in these Resale Service Policies. You agree to check the type of ticket being sold and to purchase the ticket as is.
9.17 You understand that we will provide your contact information to the seller for the delivery of your order. If you would like more information about how we use your personal data, please review our privacy policy.
9.18 If you have any questions after purchasing Resale Tickets, please contact Ticketmaster's customer service portal, not the seller.
10. DELIVERY
10.1 Many Resale Tickets are delivered electronically directly to your Ticketmaster account, and you must log in to your account and download the Resale Tickets well in advance of the event.
10.2 When Resale Tickets are delivered by email, you must provide a valid email address for delivery and ensure that you can receive the Resale Tickets you ordered by email (e.g. by ensuring that your mailbox does not reject or otherwise block the delivery of relevant emails and by regularly checking your mailbox, including your spam folder).
10.3 The seller or Ticketmaster is not responsible, and you are not entitled to any refund, if you do not provide correct or complete information for delivery and/or do not ensure that you can receive the Resale Tickets in your email or if you do not download the tickets from your Ticketmaster account.
10.4 You should check the Resale Tickets immediately upon receipt, as errors cannot always be corrected. You should contact us immediately through our customer service portal if you notice an error in the Resale Tickets you purchased or if you do not receive the Resale Tickets you ordered and/or that are described in the order confirmation you received. We may not be able to help you if you do not notify us of errors that are reasonably easy to detect by examining the Resale Tickets within five (5) days of receiving the Resale Tickets (and/or well in advance of the event date).
10.5 Ticketmaster or the seller is not responsible for Resale Tickets that are lost, stolen, damaged, or destroyed after you have received them, and you agree that lost, stolen, damaged, or destroyed Resale Tickets cannot be replaced.
10.6 In the unlikely event that you are denied entry to the relevant event and you have followed the instructions in these Resale Service Policies (including all terms applicable to original tickets under section 9.15) and/or other applicable laws and regulations, you should request written confirmation at the venue that the ticket was invalidated and you were denied entry to the event and contact us through our customer service portal.
11. EVENT CANCELLATIONS AND CHANGES
11.1 If an event is cancelled or rescheduled or if it is significantly changed, we will try to notify you when we have received the relevant information and permission to disclose the information from the event organizer. However, we cannot guarantee that you will be notified of such cancellation, rescheduling, or other change before the event date. It is your responsibility to verify whether the event has been cancelled or rescheduled or otherwise changed and to find out the new date and time of the rescheduled event.
11.2 Cancellation: If an event for which you have purchased Resale Tickets is cancelled entirely (i.e. it is not rescheduled to another date), your order will be cancelled and the sales price of the Resale Tickets will be refunded to you. If you have purchased Resale Tickets for an event that takes place over several days and the event is cancelled for one or more (but not all) days, you may only be offered a partial refund.
11.3 Rescheduling: If an event for which you have purchased Resale Tickets is rescheduled, the Resale Tickets are generally valid on the new event date (or you will be offered, subject to availability, Resale Tickets equivalent to your original Resale Tickets for the rescheduled event). If you notify us within the specified deadline that you cannot attend the rescheduled event, you may cancel your order and receive a refund of the sales price of your Resale Tickets. If you do not notify us within the specified deadline that you cannot attend the rescheduled event, you will be deemed to have confirmed the order for Resale Tickets valid for the rescheduled event and you cannot request a refund for the tickets.
11.4 Significant change: If an event for which you have purchased Resale Tickets is "significantly changed" (as defined in section 11.5 below), the Resale Tickets are generally valid for the changed event (or you will be offered, subject to availability, Resale Tickets equivalent to your original Resale Tickets for the changed event). If you notify us within the specified deadline that you do not wish to attend the changed event, you may cancel your order and receive a refund of the sales price of your Resale Tickets. If you do not notify us within the specified deadline that you do not wish to attend the changed event, you will be deemed to have confirmed the order for Resale Tickets valid for the changed event and you cannot request a refund for the tickets.
11.5 In these Resale Service Policies, "significant change" means a change (not a rescheduling) that, according to Ticketmaster and the relevant event organizer, significantly changes the event from what Resale Ticket buyers could generally reasonably expect. Please note that the following are not considered "significant changes": use of understudies in theatrical performances, adverse weather conditions, change of opening act, change of band member, change in order of performance at an event with multiple performers (e.g. a festival), shortening of the event when most of the event has already taken place, and delay in the start of the performance.
11.6 If you wish to apply for a refund under sections 11.2, 11.3, or 11.4, follow the instructions we provide or send a written application to fan.support@ticketmaster.fi (or another equivalent address we have provided to you). If necessary and when we advise you to do so, you must attach or return to us (at your own expense) your unused Resale Tickets and follow all other instructions we provide. For the accounting of cancelled events, we must receive your unused Resale Tickets within 14 days of the date of the cancelled event.
11.7 Refunds are paid in the same manner as the original purchase was made.
GENERAL INFORMATION
12. INTERPRETATION
12.1 Expressions such as "including", "include", "for example", and other similar expressions should be considered illustrative only and do not limit the meaning of the words, descriptions, definitions, phrases, or expressions preceding them.
12.2 The headings used in these Resale Service Policies are indicative only and do not affect the interpretation of these policies. Sections referred to in these terms are sections of these Resale Service Policies.
12.3 Expressions written with a capital letter have the special meaning given to them in these Resale Service Policies.
13. WARRANTIES AND INDEMNITIES
13.1 You represent and warrant that the information you provide to us in connection with your account and use of the TM Services is correct, accurate, and complete and that you will not provide us with any false information (including contact information). You also represent and warrant that you are at least 18 years old and can enter into legally binding agreements.
13.2 You represent and warrant that when using our website and the Resale Service, you will comply with all applicable laws and regulations as well as the terms of these Resale Service Policies and all other applicable terms.
13.4 If you use the Resale Service in connection with a business, you hereby release the released parties from liability for all losses, damages, costs (including reasonable legal costs), liabilities, claims, and/or demands related to a third-party or authority claim concerning local, regional, or national tax liability, an amount due or debt related to a tax provision, regulation, law, or decree, or a dispute related to your or Ticketmaster's tax status. In addition, you agree that we are in no way responsible for the accuracy or applicability of any tax calculations or tax amounts payable to any tax authority on your behalf (as a buyer or seller).
14. LIMITATION OF LIABILITY
14.1 Unless otherwise provided by mandatory law or stated in this section 14, Ticketmaster (including our affiliates, parent company, sister companies, or their officers, directors, employees, representatives, legal representatives, and subcontractors) is not liable for any losses or injuries/damages related to persons (including you) or property regardless of their cause (including us and/or the organizer), unless this is a result of our negligence:
(a) in cases that do not involve a breach of contract or legal duty of care by Ticketmaster or the relevant organizer;
(b) in cases where the loss or damage is not a direct result of such breach (except in cases where personal injury or death is a result of Ticketmaster's or the organizer's negligence); and/or
(c) to the extent that the increase in the amount of loss or damage is a result of your negligence or your breach of the terms of these Resale Service Policies and/or other applicable terms, laws, or regulations.
14.2 Unless otherwise provided by mandatory law, Ticketmaster (including our affiliates, parent company, sister companies, or their officers, directors, employees, representatives, legal representatives, and subcontractors) is not liable for any indirect or consequential damage, such as loss of data, profits, revenue, earnings, goodwill, reputation, experience, or opportunity, unless Ticketmaster or someone acting on its behalf has acted negligently. Please note in particular that:
(a) Ticketmaster or the relevant organizer is not liable to you for selling Resale Tickets at a price lower than their original price;
(b) and the relevant organizer is not liable to you (and you are not entitled to a refund) if you are denied entry to the venue or event as a result of your breach of the organizer's terms.
14.3 Unless otherwise provided by mandatory law or stated in this section 14, the liability of Ticketmaster and the relevant organizer for events (for example due to cancellation, rescheduling, or change of the event) and for Resale Tickets you have listed for sale, sold, or purchased is limited to the price you paid for the Resale Tickets (including any service fees but not order processing fees).
14.4 We are not responsible for any problems with internet connection when using the TM Services.
14.5 We are not responsible for the actions or failures of any venue, performer, promoter, or other organizer. Under no circumstances are we liable for personal injury or death (to you or your guests) resulting from attending an event, unless this is a result of our negligence. We are also not liable for any loss of property or property damage incurred by you or guests attending the event on the same booking, unless this is a result of our negligence.
14.6 We are not liable for failure to fulfill our obligations under these Resale Service Policies if the failure is due to force majeure (i.e. any cause that cannot be considered to be within our control. Such causes may include, for example, acts of God, war, rebellion, riot, civil unrest, acts of terrorism, fire, explosion, flood, theft of essential equipment, vandalism, strike, lockout, weather conditions, third-party prohibition, national defense needs, and actions or orders of national or local authorities). This section does not affect the terms of sections that expressly provide for the right to a refund.
14.7 Nothing in these Resale Service Policies seeks to exclude or limit the liability of Ticketmaster or any organizer when negligence, fraud, or other liability of Ticketmaster or the organizer that cannot be excluded or limited by law results in personal injury or death. The limitations of liability set out in this section 14 do not apply to situations where the damage is caused by Ticketmaster's intent or gross negligence.
14.8 We cannot control what third parties using the Resale Service do or fail to do. Therefore, we cannot provide any guarantees for products or services offered by sellers or for what users (sellers or buyers) do or fail to do. You agree that you cannot claim compensation from us for intentional or unintentional acts of other Resale users, except when the cause is ours.
14.9 If a dispute arises between you and another user (buyer or seller), you release us (as well as our affiliates, parent company, sister companies, or their officers, directors, employees, representatives, legal representatives, and subcontractors) from all types of (direct and indirect), known and unknown, disclosed and undisclosed claims and compensation claims arising from or in connection with such dispute. However, we will endeavor to support the resolution of such disputes (for more information, see section 15).
15. COMPLAINTS, AND DISPUTE RESOLUTION
15.1 If we need to contact you, we will use the contact information shown on your Ticketmaster account. You must always notify us immediately of changes to your contact information both before and after receiving Resale Tickets. Pay particular attention to ensuring that the email address you provide is correct, as we primarily contact our customers by email. Due to your email settings, emails sent by Ticketmaster may be considered spam, so be sure to also check your spam folder.
15.2 If you have questions or complaints about tickets you have listed for sale, sold, or purchased, please contact us through our customer service portal and mention any order reference number in your contact. You can also send us an email at: fan.support@ticketmaster.fi.
15.3 We will respond to your inquiry or complaint as soon as possible and in any case within five business days of receiving the message.
15.4 Before we can respond to your inquiry or complaint, we may need to contact one or more organizers to obtain more information about the matter.
15.5 In possible dispute situations, we strive to hear the parties or negotiate in good faith and find a fair and balanced solution that satisfies you, us, and the relevant organizer. Please note that resolving some disputes may take up to 28 days.
15.6 Nothing in these Resale Service Policies restrictively or otherwise affects your statutory rights, your right to file a complaint with the appropriate regulatory authority, or your right to take legal action or other dispute resolution proceedings. A consumer always has the right to submit a dispute concerning these policies to the Consumer Disputes Board (www.kuluttajariita.fi) for resolution by contacting the Consumer Disputes Board, whose address is Hämeentie 3, P.O. Box 306, 00531 Helsinki, phone number 029 566 5200, and email address kril@oikeus.fi. Before taking the matter to the Consumer Disputes Board, we recommend contacting consumer advice (www.kkv.fi/kuluttajaneuvonta), which can be reached at phone number 029 505 3050.
15.7 Please note that we do not tolerate aggressive or offensive behavior towards our staff or representatives, nor unreasonable demands or persistent harassment (including threatening, insulting, or harassing our staff and representatives in any form or through any channel). We reserve the right to take such action as we deem necessary in the circumstances to address such behavior towards our staff or representatives.
16. GENERAL
16.1 If the enforcement of any provision of these Resale Service Policies is delayed or not carried out, it does not mean that we waive the right to do so.
16.2 We have the right to transfer our rights and obligations under these Resale Service Policies on the condition that it does not adversely affect your rights.
16.3 If a competent court finds any provision of these Resale Service Policies invalid or unenforceable, that provision will be removed from these Resale Service Policies. However, all other provisions of these policies will thereafter remain in full force and effect.
16.4 If any provision of these Resale Service Policies is or becomes illegal, invalid, or unenforceable under the legislation of any relevant jurisdiction, this will not adversely or otherwise affect the legality, validity, or enforceability of other provisions of these Resale Service Policies in that jurisdiction.
16.5 Any of Ticketmaster's or the organizer's affiliates, successors, or other similar entities may enforce these terms. Except for the entities mentioned in the preceding sentence, these Resale Service Policies do not create an enforceable right for any person who is not a party to them.
16.6 Nothing in these Resale Service Policies or any action taken by you or Ticketmaster under these Resale Service Policies creates or is deemed to create a partnership or joint venture or a principal-agent relationship.
16.7 All notices to be delivered under these Resale Service Policies shall be delivered against receipt and shall be deemed received at the time of delivery (if delivery is made in person, by registered letter, or by courier service) or at the time of sending (if delivery is made by email).
16.8 These Resale Service Policies are governed by and construed in all respects in accordance with Finnish law, and both you and we agree to the non-exclusive jurisdiction of Finnish courts for disputes arising from or in connection with these Resale Service Policies.
16.9 Ticketmaster provides the Resale Service as a company to buyers and sellers who may be consumers. When purchasing services online, consumers generally have a 14-day right of withdrawal. However, in order to use the Resale Service, both the buyer and the seller waive their right of withdrawal against Ticketmaster with respect to the Resale Service, except in those situations specifically defined in these policies. By listing a ticket for resale or requesting to purchase a ticket, the seller and buyer request that the service begin immediately. This means that the seller and buyer accept that the right of withdrawal under the Consumer Protection Act ends when Ticketmaster's service has been performed. The service is deemed to have been performed from the seller's perspective as soon as the ticket is listed for resale and from the buyer's perspective as soon as the ticket has been requested for purchase.
In the event of cancellation or rescheduling of an event, the terms of sections 6 and 11 apply.
Updated: 20.03.2026
The user accepts the terms when listing and/or purchasing resale tickets