Terms and Conditions of Purchase
General Terms and Conditions - (Version April 2026)
1. Subject
These General Terms and Conditions (GTC) regulate the distance sale and, insofar as they are compatible and not otherwise derogated, the non-distance sale of tickets for national and international shows and/or cultural and sporting entertainment events, carried out by TicketOne S.p.A. in the name and on behalf of the event organiser, as well as the contract for the supply of services, necessary and accessory to the sale of said tickets, provided by TicketOne S.p.A.
2. Definitions
The following definitions shall apply to these GTC, it being understood that definitions in the plural shall apply to the relevant term in the singular and vice versa:
TicketOne application or APP: indicates the applications for mobile devices downloadable for free in the Apple Store and Google Play that can be traced back to TicketOne and that allow the purchase of Admission Tickets and the direct disbursement of the TicketOne.Pass.
Consumer Code: indicates the Legislative Decree no. 206 of 6 September 2005.
Consumer: means the customer who is a natural person acting for purposes unrelated to the business, commercial, craft or professional activity.
TicketOne Service Contract: means the contract concluded between TicketOne and the TicketOne Customer and having as its object the provision of TicketOne Services, governed by these General Terms and Conditions and by the information provided on the Website, prior to the conclusion of the contract, also pursuant to and for the purposes of Articles 49 and following of the Consumer Code.
Sales Contract: means the contract concluded, as a result of the TicketOne Services, between the TicketOne Customer and the Organiser and which has as its object the purchase and sale of the Ticket, governed by these GTC and by the information provided on the Site, prior to the conclusion of the contract, including, pursuant to and for the purposes of Articles 49 et seq. of the Consumer Code.
Customer: means the person who, as a result of TicketOne Services, purchases the Ticket from the Organizer, either remotely - through the Site, through the App or by telephone sale - or not remotely, at TicketOne Points of Sale.
Contract: indicates the TicketOne Service Contract and the Sales Contract.
Event: indicates the event, show or performance to which the Ticket Holder has the right to access.
Festival: indicates the Event in which more than one artist will perform in the same context.
Facility Manager: means the entity that manages the facility where the Event takes place.
Event Venue: means the set of buildings and land that constitute the places where a specific Event is held.
Organiser: indicates the organiser of the Event, in the name and on behalf of which TicketOne acts, whose identification details can be found in the "Organiser Information" section of the Event page of the Website, as well as in the Shopping Cart and Order Summary pages, as defined in art. 9.1 of the GTC.
Entitlement Holder: means the person who lawfully and in accordance with these Terms and Conditions holds an Entitlement purchased by the Customer.
Points of Sale: indicates the sales network affiliated with TicketOne.
Website: indicates the ticketone.it website, owned and managed by TicketOne.
TicketOne: means TicketOne S.p.A., a joint-stock company, leader in Italy in the provision of ticketing, marketing, information and e-commerce services for shows, sports and culture, with registered office in Via Fabio Filzi 29 - 20124 Milan (Italy); tel. +39-02-392261; fax +39-02-3922670, which, within the scope of the Sales Agreement, acts in the name and on behalf of the Organizer, and within the scope of the Services Agreement, acts in its own name and on its own behalf.
Ticket: indicates the document, also in digital format, issued by TicketOne that legitimizes the Ticket Holder to access the Event Venue.
Digital Admission Ticket: indicates the paper Admission Tickets (e.g. fanticket, standard ticket) with the wording "digital title", as well as all the Admission Tickets delivered in the form of E-ticket, Print@home, TicketOne.Pass.
Non-Digital Admission Ticket: indicates paper Admission Tickets that do not bear the words "digital title".
TicketOne Services: means the services provided by TicketOne in relation to the Ticket Sale Agreement, concerning the booking of the Ticket, the delivery or other forms of making the Ticket available to the Customer, as well as other accessory services relating to the sale of the Ticket, where requested by the Customer, but excluding, in any case, the provision of the service corresponding to the Event, which is the exclusive competence and responsibility of the Organizer.
3. Scope of application
3.1 The offer and sale of TicketOne Tickets and Services on the TicketOne website and at TicketOne Points of Sale constitute a distance contract governed by Chapter I, Title III (articles 45 and following) of the Consumer Code and by Legislative Decree no. 70 of 9 April 2003, containing the regulations for electronic commerce.
3.2 These General Terms and Conditions may be updated and amended at any time for justified reasons such as regulatory adjustments, technological updates, service improvements or organisational changes that do not affect consumer rights. The changes will take effect from the moment they are published on the website and will apply exclusively to orders placed after the date of publication. For orders already completed, the General Terms and Conditions in force at the time of purchase will continue to apply. Consumers are therefore invited to consult the General Terms and Conditions in force before each purchase, as they may have been updated.
3.3 The applicable GTCs are those in force on the date of transmission of the purchase order for an Admission Ticket. Before concluding the Contract, the User is obliged to read carefully all the information provided by TicketOne on the Website, both before and during the purchase procedure, and to examine and approve the present General Terms and Conditions by checking the appropriate box made available to the User during the purchase procedure and before concluding the Contract.
3.4 The present General Terms and Conditions do not regulate the sale of products and/or services by parties other than TicketOne who are present on the Website via links, banners or other hypertext links. Before carrying out commercial transactions with such parties, it is necessary to check their conditions of sale. TicketOne is not responsible for the supply of services and/or the sale of products by such subjects. TicketOne does not carry out any control and/or monitoring of the websites that can be consulted through such links. TicketOne is therefore not responsible for the contents of such websites, nor for eventual errors and/or omissions and/or violations of the law on their part.
4. Purchases on the Site
4.1 The purchase of Admission Tickets on the Site can only be made after registering with the Site in the manner set out in article 5 below and is permitted both to users who are Consumers and to users who are not Consumers. Individuals are allowed to purchase only if they are 18 years of age or older.
4.2 TicketOne reserves the right to refuse or cancel orders that come from (i) a user with whom it has an ongoing legal dispute; (ii) a user who violates or has previously violated these GTC and/or the conditions and/or terms of the Contract; (iii) a user who has been involved in fraud of any kind and, in particular, fraud relating to credit card payments; (iv) by users who have provided false, invented, fictitious, incomplete or in any case inaccurate identification data and/or in any way not corresponding to the truth or referring to third parties, or who have failed to promptly send TicketOne the documents requested by TicketOne as part of the procedure referred to in Articles 11.1.2 and 11.1.3 of the Contract. 11.1.2 and 11.1.3 below, or who have sent invalid documents; (v) by users who have purchased a plurality of Tickets or have the same name on more than one Ticket; (vi) by a user who has violated the prohibition set forth in Article 5.2 below.
5. Site Registration
5.1 Registration to the Site is free. The user can register to the Site and create an accoun in the section “Account”; it will be sufficient to enter an e-mail address and complete registration by setting a password or entering a one-time One Time Password (OTP) validation code, having a duration of 30 minutes and transmitted to the user at the e-mail address used for registration.
If the user opts for this second mode, whenever he wants to access his personal area, the disposable OTP code will be sent to his e-mail address; however, it will always be possible to set a password after registration.
Regardless of the registration completion mode opted for, the user must fill in the appropriate form, entering the personal data requested and click on the ''REGISTER NOW'' button. It is absolutely and strictly forbidden for the user to enter, for the purpose of registering on the Site, the personal data of third parties, false, invented, fictitious and/or, in any way, not corresponding to the truth. In order to prevent the account from being compromised by third parties, it is strongly recommended not to use passwords already used for other accounts.
You can also register during the purchase in the same way as described above; even then after setting the password or entering the OTP code, you must fill out the form with your personal data.
5.2 Each user may use only one registration to the Site. It is therefore absolutely and strictly forbidden for users to create multiple accounts on the Website referring to the same person, natural and/or legal, and/or company and/or body of any kind, even through the use of data corresponding to the truth. In the event of violation of this prohibition, and without prejudice to the provisions of Article 4.2 above, TicketOne reserves the right to close all accounts referring to the same individual and/or legal entity, and/or the same company and/or body. The user also undertakes to hold TicketOne harmless and indemnified against any damage, obligation to pay compensation and/or sanctions deriving from and/or in any way connected to the violation by the user of the prohibition set forth in this Article 5.2.
5.3 Registration on the Website allows the user to carry out the following activities, among others, through a reserved and personal account called "My TicketOne":
- check the status of the most recent orders and view the archive of all orders placed;
- manage their personal data and modify them at any time;
- change your password;
- manage the subscription to the "Newsletter" and/or "Ticket alert" service;
- take advantage of dedicated services that may be activated from time to time by TicketOne.
5.4 The registration to the Site allows the user to make purchases on the Site and to perform, among others, the activities referred to in Article 5.3 above. The e-mail address as well as the password if set must, therefore, be kept with extreme care and attention. Moreover, they can only be used by the user and cannot be transferred to third parties. The user undertakes to keep them secret and to ensure that no third parties have access to them. The User also undertakes to inform TicketOne immediately, by contacting them at the addresses indicated in Article 20 below, in the event that they suspect or become aware of any undue use or disclosure of the data.
5.5 During the registration to the Website, the user can choose, by checking the appropriate box, to validate his phone number through the One Time Password (OTP) validation code transmitted to him by SMS. On this point, it should be noted that the validation of the phone number is provided for by Law no. 145 of 30 December 2018, amending art. 1, paragraph 545 ff. of Law 232/2016 (Budget Law 2017), which requires that the user who buys admission tickets through online channels on official ticketing websites is identified through OTP validation. Where the user chooses not to perform the phone number validation during the registration to the Website, he/she shall perform it during the processing of the first purchase order.
5.6 The user guarantees that the personal data provided to TicketOne, during the registration procedure to the Website, or at any other time and/or occasion of their relationship with TicketOne, are complete, truthful and refer to the user himself, and commits to hold TicketOne harmless and indemnified from any damage, obligation to pay compensation and/or sanctions deriving from and/or in any way connected to the violation by the user of the guarantee set forth in this article and/or the violation of the rules regarding registration to the Website and/or the preservation of registration credentials.
6. Information leading to the conclusion of the contract
6.1 In compliance with Legislative Decree no. 70 of 9 April 2003 containing provisions regarding electronic commerce, TicketOne informs the user that
1. In order to conclude the contract for the purchase of a Ticket on the Website, the user must fill in an electronic order form and send it to TicketOne, electronically, following the instructions that will appear on the Website from time to time;
2. if applicable, the order form must be sent within the maximum time indicated on the Site;
3. The contract is concluded when the order form is received by the TicketOne server;
4. before proceeding with the transmission of the order form, the user can identify and correct any errors in data entry by following the instructions on the Site in the various stages of the purchase;
5. Once the order form has been registered, TicketOne will send the TicketOne Customer, at the e-mail address indicated, confirmation of the order containing: a summary of the general and particular conditions applicable to the contract, the essential information relative to the Ticket purchased, a detailed indication of the price, the means of payment used, the delivery costs and any additional costs, the delivery date, as well as information relative to the contact details of the Customer Service to which the user can turn to request assistance and/or make complaints. The order confirmation e-mail, which contains a link to the GTC, constitutes confirmation of the contract concluded on a durable medium pursuant to art. 51, paragraph 7, Consumers' Code; the Customer acknowledges and recognizes that, having sent such e-mail, TicketOne has fulfilled its documentation obligations incumbent upon it and that, therefore, the Customer is bound by the Contract and is, in particular, obliged to pay the Total Amount, regardless of the receipt of the order confirmation e-mail, which depends on third parties and/or factors outside the sphere of control of TicketOne (e.g. e-mail provider used by the user);
6. The order form will be filed in the TicketOne database for the time necessary for the execution of the order and, in any case, within the terms of the law. The user will be able to access the order form and/or the data relating to the same through his personal account called "My TicketOne".
6.2 In accordance with Law no. 145 of 30 December 2018, amending art. 1, paragraph 545 ff. of Law 232/2016 (Budget Law 2017), TicketOne informs the user that in order to conclude the purchase contract he/she will have to verify his/her phone number by means of the One Time Password (OTP) validation code, transmitted to him/her via SMS. This verification can be performed during registration, as indicated above in point 5.5, or during the processing of the first purchase order.
6.3 The languages available to users for the conclusion of the contract are Italian and English. Customer Service is able to communicate with users in the same languages.
7. Availability of Admission Tickets
7.1 When you purchase an Entry Titles on our websites, you may be redirected to a virtual queue in situations of particularly high visitor numbers. This is to ensure that our websites are not overloaded. To determine your place in the queue and enable you to purchase your Ticket at the right time, your IP address and possibly browser data (e.g. user agent) are processed by Queue-it ApS.
7.2 With regard to Admission Tickets purchasable through the Website, TicketOne points out and the user acknowledges and recognises that, in relation to certain types of Events, such as, for example, Musical Events:
a) the package of Admission Tickets that can be purchased through the Site (the so-called allotment) is entirely determined by the Organiser who establishes the number, price and type of Admission Tickets that must be put up for sale on the Site, also establishing whether the number of tickets that can be purchased by users on the Site through their account is unlimited or whether there is a maximum number of tickets that can be purchased per account and, if so, indicating this number. It is strictly prohibited to use automated tools to try to access the Site, register, and/or circumvent any limit imposed on the number of Ticket that can be purchased;
b) the allotment may also be subject to recharges in consideration of the further availability of Admission Tickets that the Organizer will communicate to TicketOne;
c) the Organizer, at its discretion, may also ask TicketOne to offer for sale a certain number of Admission Tickets (of the type and at the price indicated by the Organizer) to certain predetermined clusters of users (e.g.: members of the fan club or the artist's official website; holders of a specific credit card) on an earlier date (e.g.: one day before) or even simultaneously with respect to the date of opening of sales to all those who do not belong to this category; this circumstance may be advertised by the Organizer;
d) it is not possible to purchase Admission Tickets in correspondence with the category of which, in the page which the user accesses once the date of the Event has been chosen, the wording "Not available" appears;
e) the Entrance Tickets in correspondence with the category of which, in the page which the user accesses once the date of the Event has been chosen, the wording "Not available" does not appear, can be inserted in the shopping cart, by pressing the "Tickets" button, but purchased only if the condition as per letter i) below occurs;
(f) multiple users may attempt to purchase the same category of Entitlement in respect of the same Event ("Same Entitlement") at the same time;
g) Pressing the "Tickets" button generates a request to the TicketOne server ("Server");
h) all requests to the Server generated by pressing the "Tickets" button and related to the same Ticket are processed in chronological order, according to the time of arrival of the request to the Server;
i) the purchase of the category of admission tickets selected by the user, by pressing the "Tickets" button, can take place only if, at the time when the request generated by pressing the "Tickets" button reaches the Server, the category of admission tickets requested is still available, taking into account the actions carried out by other users whose request for the same category of admission tickets reached the Server before the user's one;
j) the fact that, within the same allotment, a category of Entry Titles first displayed by the user as "Not available" is subsequently displayed by the user as being put in the shopping cart, by pressing the relative button, depends on the actions of the users who have put the same Entry Title in the shopping cart and have not finalised the purchase (e.g. due to voluntary abandonment of the cart or expiry of the maximum time limit for finalising the purchase, during which time the transaction is not finalised): for voluntary abandonment of the trolley or expiry of the maximum time to finalise the purchase, during which the Entry Title is reserved to the user who has placed it in the trolley, or unsuccessful transaction); in this case, in fact, the system puts back on sale the Entry Title for which the purchase process has not been completed, according to the rules illustrated above.
8. Information on Entry Securities
8.1 The categories of Admission Tickets relating to each Event and/or to each date of the Event are described on the page dedicated to the Event. Where applicable, the selection of the seat, within the desired category, can be made either through the function buy through "Best Seat" or through the function buy through "Choice in Plan". In the first case, the user chooses the category and the number of seats desired, and the server assigns the user the best seats available in the selected category at the time of the request. In the second case, the user displays the map of the Event Venue and chooses the seats he/she wishes to select directly among those indicated as available on the map. The specific Entrance Ticket or the specific Entrance Tickets that the user will insert in the shopping cart and eventually purchase, by pressing the relevant buttons, will then be those resulting from the mechanisms illustrated above of assignment or selection. All information on the specific Entrance Tickets assigned and/or selected (e.g.: sector; block; row; seat number) are provided to the user immediately after the assignment and/or selection, throughout the purchase process and, in particular, in the order summary as well as in case of conclusion of the Contract, in the order confirmation. The user, at any time before the conclusion of the Contract, may, in any case, change the seats that have been assigned to him or that he has selected. Furthermore, users can choose their seat using, where available, the 3600 map, which shows an approximate preview of what the view from the chosen seat might be.
8.2 TicketOne, since it does not constitute an exclusive distribution network nor the subject managing sales decisions relating to a given Event, is not responsible for the type of seats put on sale by the Organizer and cannot therefore guarantee that the Tickets that can be purchased through the Website or at TicketOne Points of Sale represent, for each type, the best available at the time of purchase by the Customer or that better seats will not be put on sale by the Organizer at a later date.
8.3 TicketOne, for certain events and/or venues, provides consumers with the opportunity to purchase accessory products and/or services (i.e. parking tickets, merchandising, etc.) on the Website, either along with the purchase of Tickets or at a later date, but in any case until availability.
At the time of purchase, the consumer, where applicable, can read the "Terms and Conditions of Purchase" of the company responsible for the products and/or accessory services, which regulate the buying and selling relationship with the same and relieve TicketOne of all responsibility.
9. Price of Entry Securities, Service Fees, Additional Charges, General Facility Charges, Total Amount
9.1 The Price of Admission, as set by the Promoter and including any pre-sale fees set and applied by the Promoter ("Pre-Sale"), is the price shown on the Website in relation to each category of Admission on each Event page ("Admission Price" or "Price"). The Price is also shown on the Entry Security. You can find out the composition of the Price by clicking on the appropriate link on the page you access after selecting the date of the Event. When purchasing on the Site, the separate indication of the Price and of the Advance Sale is also present in the page that the user displays immediately after pressing the "Tickets" button ("Shopping Cart") and in the order confirmation e-mail. The Price of the Admission Tickets does not include the Service Fees,any Additional Charges and General Facility Charges, as better defined in articles 9.3 and 9.4, 9.5 below, which are, however, specifically set out during the course of the purchase process and, in particular, in the order summary that you see before proceeding to the conclusion of the Contract ("Order Summary"), together with the total amount that you are required to pay in respect of a specific order and which is made up of the Price of the Admission Securities plus the Service Charge plus any Additional Charges ("Total Amount").
9.2 The Price of Admission Tickets, set by the Organiser and indicated on the Website or on the ticketing system provided at the TicketOne Points of Sale in relation to each category of Admission Ticket on the page dedicated to the Event, is the latest price communicated to TicketOne by the Organiser. The Organiser reserves the right to change the Price of Admission Tickets at any time, it being understood that in the case of purchase through the Site, the price that will be charged to the user will be the price indicated on the Site on the page for each Event and in the Order Summary, and that any changes (whether upwards or downwards) after the order has been transmitted will not be taken into account. In particular, any lower price that may be applied by the Organiser to the same type of Admission Tickets or to Events to be held on a particular date after the Customer's purchase will not entitle the Customer to a refund of the difference.
9.3 TicketOne shall charge service fees on each sales transaction and as remuneration for TicketOne Services, according to the agreements with the Organisers and, in any case, at its own discretion ("Service Fees"). The Service Fees due in relation to each Ticket and/or each order are specifically indicated during the purchase process and, in particular, in the Shopping Cart and in the Order Summary, together with the Total Amount. In case of conclusion of the Contract, they are also indicated in the order confirmation e-mail or in the invoice in case of purchase in the TicketOne Points of Sale.
9.4 The Price of Entitlement and the Service Fees may be increased by, depending on your selection (i) the cost of delivering the Entry Securities to your home and/or printing them in your home; and/or (ii) the cost of gift wrapping; and/or (iii) the insurance cover premium, if any ("Additional Charges"). The amount of each of the Additional Charges, if applicable, is specifically indicated to you in the Shopping Cart and Order Summary, together with the Total Amount. In case of conclusion of the Contract, it is also indicated in the order confirmation e-mail.
9.5 The Price of Entitlement and Service Fees may be increased by, general facility fees (“General Facility Charges”) which are variable depending on the facility hosting the Event and are determined directly by Facility Manager.
- The General Facility Charges are intended to improve the sustainability, accessibility, audience experience, and to cover the costs of improving and operating the facility hosting the Event.
- The amount of each of the General Facility Charges, if applicable, is specifically indicated to you in the Shopping Cart and Order Summary, together with the Total Amount. In the case of the conclusion of the Contract, it is also indicated in the order confirmation email.
9.6 The Price of Admission Ticket and the Service Fees may be increased the point of sale commissions (PV Fees) which are variable depending on the point-of-sale where the Admission Ticket are purchased.
9.7 The Price, the Advance Sale, the Service Fees and the Additional Charges are expressed in Euros and include VAT.
9.8 Pursuant to art. 17 bis of ‘Codice del Consumo’, in the case of promotions on the price of Tickets each price reduction announcement will also indicate the lowest price applied in the previous 30 days.
10. Purchase orders
10.1 The Contract is resolutively conditional on non-payment of the Total Amount. In the event that such payment is not made, the contract will be considered terminated by law. The user will be immediately notified of such termination and of the consequent cancellation of the order, immediately after the transmission of the order, through the Site.
10.2 Ownership of the Admission Tickets will be transferred to the user upon conclusion of the Contract. In the case of home delivery and/or pick up at the Event Venue, the risk of loss or damage of the Ticket(s), for reasons not attributable to TicketOne, will be transferred to the user when the user or a third party designated by the user, other than the carrier, comes into physical possession of the Ticket(s).
10.3 In order to place an order for an Entitlement through the Site, you must read these Terms and Conditions carefully and approve them by ticking the appropriate box during the purchase process.
10.4 If, due to misunderstanding or other inconvenience, the price listed on the Site is erroneously lower than the correct sale price, TicketOne may cancel the order and/or contact the Customer to offer him/her the opportunity to place the same order at the correct price.
11. Methods of payment
The payment of Ticket Titles purchased through the TicketOne website can be made using the payment methods indicated in the following paragraphs and/or any other methods that may be indicated on the website itself. TicketOne reserves the right to apply, for security reasons, limitations and exclusions to the payment instruments that can be used by the TicketOne Customer for the payment of Ticket Titles. The payment instruments that are not available in relation to a specific order and/or a specific Ticket shall not be viewable and/or selectable by the user during the purchase process. In the event of termination of the Sales Agreement and in any other case of refund, for any reason whatsoever, the amount of the refund will be credited to the same means of payment used by the Customer for the initial transaction; in the event that this is not possible, the refund will be made by bank transfer. TicketOne will ask the TicketOne customer for the bank details necessary to make the refund.
11.1 Payment by credit card on Website
11.1.1 Payment of the Entrance Tickets purchased on the Site can be made by credit and debit cards. The credit cards accepted are indicated on the left-hand side of the home page of the Website and in the "Payment" phase of the purchase process. The total amount owed by the user to TicketOne shall be debited at the moment of transmission of the order. Please note that Visa and Mastercard payments are processed by the sister company CTS Eventim Nederland B.V., Marktplein 108, 2132 DD Hoofddorp, The Netherlands.
11.1.2 In order to ensure the security of payments made on the Site and to protect against the possible fraudulent use of credit card data, the 3D-Secure procedure introduced by European Directive 2366/2015 (SPD2) is applied. More specifically, the 3D-Secure procedure provides that the browser data, the credit card data, the address data (billing address, e-mail address), as well as the transaction amount and currency, are transferred to the credit card issuer. The credit card issuer processes the data received to determine the fraud risk of the transaction, taking into account the amount and the result of the calculation. Depending on the findings, the credit card institute may require the cardholder to authenticate the payment transaction, e.g. by means of a transaction authentication number or an app.
11.1.3 Furthermore, in order to guarantee the security of payments made on the Website and to prevent possible frauds, TicketOne reserves the right to ask the user, via e-mail, to send a front/back copy of their identity card and, in the event that the holder of the order is different from the holder of the card, of the latter's identity card. The document must be valid. The request email will specify the deadline by which the document must be received by TicketOne. In any case, this deadline shall not exceed 5 working days from the receipt of the request by the user. While waiting for the requested document, the order will be suspended. The user is obliged to send the requested documents within the deadline indicated.
11.1.4 In the event that TicketOne does not receive these documents within the term specified in the e-mail request, or receives expired or invalid documents, the contract will be considered as rescinded pursuant to Article 1456 of the Italian Civil Code, and the order consequently cancelled, without prejudice to TicketOne's right to compensation for any damages it may incur due to the non-compliant behaviour of the user. The cancellation of the contract, of which the user will be notified by e-mail, within and no later than 5 working days from the expiry of the deadline for the sending of the documents requested by TicketOne, will result in the cancellation of the order and the consequent reimbursement of the Total Amount, if paid, by re-crediting the same means of payment used. Should TicketOne promptly receive the valid documentation requested, the delivery terms applicable to the order will start from the date of receipt of said documentation.
11.1.5 TicketOne uses a secure payment service using the SSL security protocol. Confidential credit card data (card number, holder, expiration date, security code) are encrypted and transmitted to the payment manager. TicketOne will therefore never have access to or store the data of the credit card used by the user for the payment of Admission Tickets, with the exception of the case, limited to the data relating to the card holder, as per Articles 11.1.3 and 11.1.4 above.
12. Methods of collection and delivery of Admission Tickets.
Delivery of Admission Tickets purchased on the Site may be made, at your option and subject to payment of the relevant costs, if due, in the following ways: (i) delivery to the postal address indicated in the "Address" phase of the purchase process ("Home Delivery"), (ii) delivery by immediate printing of the Ticket ("Print@home") and (iii) delivery by digital ticket to be loaded on the smartphone ("E-ticket"), (iv) dispensing the TicketOne.Pass digital ticket accessible exclusively through the TicketOne app ("TicketOne.Pass"). If specifically requested by the Organizer, TicketOne may also provide the user with pick-up at the Event Venue or other place designated by the Organizer for pick-up ("Designated Place") and indicated to the user during the purchase process, prior to the conclusion of the Contract ("Pick-up at the Event Venue").
For purchases made at the TicketOne Points of Sale, the Consumer will be given the Ticket; at the same time, it is the Consumer's responsibility to verify the correctness of what is requested and what is stated on the ticket.
12.1 Home delivery
12.1.1 If you choose Home Delivery, the Entitlement purchased on the Site will be sent and delivered to the postal address you provide in the "Address" section of the purchase process.
12.1.2 Home Delivery is made by express courier. The times and costs of Home Delivery, which vary, depending on the country of delivery (e.g. Express Courier Italy, Express Courier Western and Central Europe, Express Courier Switzerland, USA and Canada, Express Courier other countries in the world) and the type of Entrance Ticket chosen (e.g. Fantickets) are indicated in the "Shipping Methods" section of the Shopping Cart. The specific costs and times of Home Delivery applied to the specific order are also indicated during the purchase process, before the user transmits the order, and in the case of conclusion of the Contract, in the order confirmation e-mail. Home Delivery will be made on working days, during normal business hours, excluding Saturdays and national holidays. The delivery obligation is deemed to be fulfilled by the transfer of the material availability or control of the Ticket to the Customer.
12.1.3 At the time of shipment, the Customer will be sent an e-mail confirming that the carrier has taken delivery of the goods, which will also contain the shipment code/tracking number by clicking on which the Customer can check the status of the shipment.
12.1.4 Home Delivery is subject to a charge and, unless otherwise provided, delivery charges are payable by the Customer. The amount of delivery costs due by the user in relation to a specific order is expressly and separately indicated (in Euros and inclusive of VAT) during the purchase process, in the Shopping Cart, in the Order Summary and, in any case, before the user proceeds to transmit the order and payment.
12.1.5 You acknowledge that it is your obligation to accept delivery of the Entitlements. In case of non-delivery due to the absence of the addressee, the courier will leave a notice to document the delivery attempt (so-called notice of passage). The notice will also contain the contact details at which the user can contact the courier to arrange the return or collect the Entrance Tickets. After the unsuccessful delivery attempt, the Entitlement will be stored by the courier. The user must collect them within 5 calendar days starting from the second day after the day on which the notice was left. Should the user fail to collect the Tickets within this term, the Tickets will be returned to TicketOne where they will remain at the disposal of the Customer who, if he/she so desires, may request a new Home Delivery from TicketOne, by contacting it at the addresses indicated in Article 20 below, subject to payment of the relative costs. In no case, the non-acceptance of the delivery of Admission Tickets will result in the termination of the Contract or the right of the Customer to request Collection at the Event Venue.
12.1.6 During the purchase process, before the user transmits the order, the terms within which TicketOne undertakes to deliver the Admission Tickets subject to the user's order will be indicated. The delivery terms shall run from the date of conclusion of the Contract (i.e. the sending of the order), unless otherwise indicated. The delivery term for the specific order will also be indicated in the order confirmation. If the delivery period is not indicated, it will be, in any case, within thirty days from the date of conclusion of the Contract.
12.1.7 In the event that the purchased Ticket(s) are not delivered or are delivered late with respect to the delivery terms indicated during the purchase procedure and in the order confirmation, the Customer can report the problem to TicketOne, contacting the latter at the addresses indicated in Article 20 below. TicketOne will reply to the report within 5 working days from its receipt. Furthermore, pursuant to art. 61 of the Consumption Code, the Customer can ask TicketOne to carry out the delivery within an additional term appropriate to the circumstances ("Additional Term ex art. 61, III paragraph, Consumption Code"). Should this additional term expire without the TicketOne Tickets having been delivered to him, the user shall be entitled to terminate the contract ("Termination of Contract ex art. 61, III paragraph, Consumer Code"), without prejudice to the right to compensation for damages. The Customer shall not be burdened with the obligation to grant TicketOne the Additional Term pursuant to Article 61, Paragraph III, Consumer Code ("Excluded Cases") if:
a) TicketOne has expressly refused to deliver the Admission Tickets;
b) compliance with the delivery period indicated during the purchase process and in the order confirmation must be considered essential, taking into account all the circumstances surrounding the conclusion of the contract;
c) The user has informed TicketOne prior to the conclusion of the contract that delivery by or on a specific date is essential.
In Excluded Cases, if the Customer does not receive the Entitlements within the delivery period indicated during the purchase process and in the order confirmation, the Customer is entitled to immediately terminate the contract, without prejudice to the right to compensation for damages (''Termination of the Contract in Excluded Cases''). The indication of the Supplementary Term ex art. 61, III paragraph, Consumption Code and the communication of Termination of the Contract ex art. 61, III paragraph, Consumption Code or Termination of the Contract in Excluded Cases must be communicated by the Customer to TicketOne at the addresses indicated in art. 20 below.
In the event of termination of the Contract pursuant to Article 61, paragraph III, of the Consumer Code or termination in Excluded Cases, TicketOne will reimburse the user for the Total Amount without undue delay and, in any case, no later than 15 working days from the day of termination of the Contract, in the manner indicated in Article 11 above.
12.1.8 It is the responsibility of the user to verify the conditions of the Ticket Ticket delivered to him/her. Without prejudice to the fact that the risk of loss or damage of the Ticket Tickets, for reasons not attributable to TicketOne, is transferred to the Customer when the Customer, or a third party designated by the same and different from the carrier, materially comes into possession of the Ticket, it is recommended to the Customer to verify that the Ticket received refers to the Event for which the Customer has purchased it as well as the correctness of the date, category, type of seats and number of Ticket received. In the event of a discrepancy between the Tickets received and those purchased, the Customer may contact TicketOne at the addresses indicated in Article 20 below. TicketOne will reply to the request within the term specified in Article 15 below.
12.1.9 The Customer is also requested to check that the packaging in which the Entrance Entitlements are contained is intact, undamaged, not wet or otherwise altered, and the Customer is requested, in his own interest, to indicate on the carrier's transport document any anomalies, if any, and to accept the packaging with reserve. Receipt without reservation of the Entitlements, in fact, does not allow the Customer to take legal action against the carrier, in the event of loss or damage of the Entitlements, except in the event that the loss or damage is due to fraud or gross negligence of the carrier and except for partial loss or damage not recognizable at the time of delivery, provided that in the latter case, the damage is reported as soon as known and no later than eight days after receipt. In the event that the package shows evident signs of tampering or alteration, we recommend that the customer promptly inform TicketOne by contacting the address indicated in Article 20 below, without prejudice to the provisions of Article 15 below.
12.2 Delivery by Print@home
12.2.1 If you choose Print@home delivery, you may immediately print your purchased Admission Tickets on a standard printer in black and white or colour. In the event that the user, where available, wishes to use this method of delivery, the user must adopt all the technical specifications indicated on the Website, and in particular in the "Print@home Service" area, accessible from the footer of the Website through the link "Frequently Asked Questions", for the printing of the Entrance Tickets. Users are reminded that, in any case, in order to use the "Print@home" delivery service, they must use a PC on which the "Adobe Acrobat Reader" program is installed and updated to version 7.0.8 or higher and on which any previous versions of the same program have been uninstalled.
12.2.2 The choice of the "Print@home" delivery method may involve a service fee charged to the user, the amount of which is indicated in the "Delivery method" section of the Shopping Cart, as well as in the Order Summary. It does not entitle the user to the issue of the so-called fantickets.
12.2.3 The Ticket Holder who, where available, has chosen "Print@home" as the delivery method, can proceed to the printing of the Tickets immediately after the purchase of the same or subsequently, by accessing, with his credentials, his "My TicketOne" account and clicking on "View Order History".
12.2.4 The access control system will authorize the entry of only 1 Ticket equivalent to a single bar code. Any photocopies and/or fraud deriving from improper use of the same will be prosecuted according to law and will not be attributable to TicketOne or the Organizer. Under no circumstances shall the Organizer allow access to any duplicate Admission Tickets.
12.3 Delivery by E-ticket
12.3.1 If you choose delivery by E-ticket, you can load the digital ticket onto your smartphone without having to print it out.
12.3.2 Choosing the "E-ticket" delivery method may entail the User being charged a service fee, the amount of which is indicated in the "Shipping Method" section of the Shopping Cart as well as in the Order Summary. It does not give the right to the issue of so-called "fantickets".
12.3.3 The Ticket Holder who, where available, has chosen E-tickets as the method of delivery, can access the Admission Tickets immediately after purchasing them or subsequently, by accessing his "My TicketOne" account with his credentials and clicking on "View Order History".
12.3.4 The access control system will authorize the entry of only 1 Ticket equivalent to a single bar code. Any copies and/or fraud deriving from the improper use of the same will be prosecuted according to law and will not be attributable to TicketOne or the Organizer. Under no circumstances shall the Organizer allow access to any duplicate Admission Tickets.
12.4 Collection at the Event Venue
If specifically requested by the Organizer, TicketOne may also make available to the user the pick-up at the Event Venue. In this case, the Ticket Holder may collect the Ticket at the Event Venue or the Venue Provided, only on the day of the Event and only from at least one hour before the beginning of the Event, unless otherwise indicated to the Ticket Holder during the purchase process, before the conclusion of the Contract. The choice as method of delivery of the Collection at the Place of the Event does not involve the charging of any cost to the Customer. It does not entitle the Customer to the issue of so-called fantickets. In order to collect the Entrance Tickets the Customer must show the order confirmation e-mail.
12.5 TicketOne Pass
12.5.1 In the event that the user chooses dispensing through TicketOne.Pass. This is a digital admission ticket accessible exclusively through the TicketOne app on a mobile device for access to the event. The purchase of a TicketOne.Pass does not involve the delivery of a paper ticket or other physical form. A TicketOne.Pass is linked to the customer's account and made accessible only on the TicketOne app that must be installed on the customer's mobile device. The customer can manage his/her TicketOne.Passes from the app and use them to access the respective event. For this purpose, the customer must have the mobile device at the entrance and present the TicketOne.Pass when requested by the staff.
12.5.2 Close to the event the QR Code will appear on the TicketOne app, which must be presented to gain access to the event. In case the order includes multiple admission tickets, more TicketOne.Pass and QR Code will appear on the TicketOne app. In order to transfer it to other attendees, it will be enough to press 'transfer ticket' to send it to the individuals concerned who will have to accept the transfer using the TicketOne app.
12.5.3 Please be advised that for after purchasing a TicketOne.Pass, in order to resell it on the fanSALE platform, you need to take possession of the ticket via the TicketOne app which must be installed on your mobile device. Once you have accessed the TicketOne App, you can through it resell the TicketOne.Pass on fanSALE.
More information and explanations about TicketOne.Pass and its use can be found at www.ticketone.it/ticketone-pass.
13. Post-order operations for football event tickets
After purchasing a ticket for a football event, the Customer may take advantage of the following post-order activities:
(i) media change: allows the holder of a digital ticket to transfer it to another user who holds a similar digital medium (known as a Fan Card).
(ii) user change: allows the current user of a paper ticket to assign their ticket to another user by providing the correct personal details.
(iii) ticket return: allows the subsequent user of a digital ticket to return it to the original holder; this is because the subsequent user of a digital ticket cannot transfer the ticket to anyone other than the original holder.
(iv) printing placeholders: allows the user of a digital ticket (original or current) to print the placeholder for that ticket. The placeholder contains, as a reminder, all the information identifying the event or season ticket.
(v) card authorisation: only for supporters in possession of a Supporter Card managed through other ticketing systems.
(vi) ticket transfer: allows digital tickets to be transferred from a cancelled Fan Card to a new one.
The above operations may be restricted due to public order limitations.
14. Exclusion of the right to withdraw from the Contract
14.1 TicketOne hereby informs the Customer that since the Contract has as its object the provision of services related to leisure time which the Organizer undertakes to provide on a specific date, the right of withdrawal provided for by Article 59, paragraph I, letter n) of the Consumer Code is not applicable to the Contract, pursuant to Article 52 of the Consumer Code. The Customer will therefore not be able to exercise such right in relation to the purchase of the Entrance Tickets.
15. Discrepancy between Entrance Securities received and those purchased
Without prejudice to the provisions of the preceding articles, in all cases of discrepancies between the Tickets and those purchased, the Ticket Holder may contact TicketOne at the addresses indicated in Article 20 below. TicketOne will reply to the request within 15 working days from receipt of the request and, in any case, in time to allow the Customer to participate in the Event.
16. Admission Tickets and Events
16.1 All Holders of Admission Securities must have a valid Admission Security to enter the Event Venue. The provisions of these GTC and all other provisions applicable to the Customer as well as the provisions applicable to the Event shall apply to them.
16.2 The Entrance Ticket constitutes proof of entry exclusively for the Event for which it was issued, on the day and at the time indicated therein. The Organizer has the right to refuse access to the Event Venue due to irregularities in the Entrance Ticket and to carry out checks on the person for security reasons. In the event that the Entrance Ticket is found to have been stolen, duplicated or obtained in breach of these GTC and/or the law, the Entrance Ticket Holder may not be permitted by the Organiser to enter the Venue or may be required to leave the Venue. Admission Tickets issued are not reissued. In the event that the Ticket has been lost, likewise, access to the Event Venue will not be allowed. In any case, TicketOne will not replace the Ticket if it is lost, misplaced, deteriorated, damaged or destroyed, or if the Ticket has been stolen or is even partially illegible due to the fact that it has not been presented by the Ticket Holder in perfect condition.
16.3 TicketOne may at any time cancel, at the request of the Organizer and/or of the authorities responsible for the protection of public order and safety, for technical and/or organizational reasons other than those referred to in Article 17 below and, therefore, within the scope of an Event that is not cancelled, an Admission Ticket already issued or a purchase order relative to an Admission Ticket already made. In such case, the Customer will be entitled to a refund of the Total Amount paid, including the Advance Sale, Service Charge and Additional Charges, but excluding Home Delivery charges, if the delivery of the Entry Ticket has already taken place at the time of the cancellation of the order and/or Entry Ticket.
17. Event postponed, advance or cancelled
17.1 TicketOne, as a mere supplier of TicketOne Services, as well as a party acting in the name and on behalf of the Organizer in relation to the sale of Ticket Tickets, is in no case responsible for the eventual postponement, advance or cancellation of the Event by the Organizer. Under these circumstances, TicketOne may inform the Customer, in the name and on behalf of the Organizer, of the initiatives taken by the Organizer in relation to the refund or replacement of the Ticket; in any case, it is the Customer’s responsibility to stay informed.
The Customer is reminded that, in the event of cancellation of the Event, the Organizer reserves the right to retain the Advance Sale and that TicketOne is completely extraneous to the decisions of the Organizer.
The Customer acknowledges, also that any advance sale rights retained by the Organizer will not exceed 13% of the total price of the Ticket.
TicketOne assumes no responsibility for decisions made by the Organizer. If incurred, the General Facility Charges will be reimbursed by the Facility Manager through TicketOne.
17.2 Without prejudice to the provisions of paragraph 17.1 above, in the event of cancellation or postponement of the Event by the Organizer, under no circumstances may the Customer request reimbursement from TicketOne of the Service Fees and/or the cost of Home Delivery or Delivery via Print@home or Delivery via E-Ticket and/or the cost of the gift box and/or any insurance coverage premiums, if incurred, as these amounts are remunerative for the provision of TicketOne Services by TicketOne and independent of the subsequent provision by the Organizer of the service relating to the Event.
17.3 In the event of cancellation of the Event, TicketOne will provide for the reimbursement of the Customer, according to the procedures and timing decided by the Organizer, only in the event that TicketOne has been specifically delegated to make such reimbursement and to the extent that it has received the necessary funds from the latter.
17.4 In particular, if the TicketOne is delegated by the Organizer to proceed with the refund operations, the Organizer will provide information on its online channels regarding the procedure for formulating the refund request; it will dictate the only method for presenting the request. In order for the request to be accepted and the refund to be paid, the procedure indicated, which consists in the presentation of the request on the online platform, must be carried out correctly by the consumer within the timeframe indicated by the TicketOne TicketOne.
17.5 In order to be able to issue refunds for non-digital tickets, please note that, in compliance with the fiscal regulations in force in our country, the tickets must be returned to TicketOne by registered mail with return receipt to be sent to the address via Fabio Filzi 29, Milan, 20124, or according to another method indicated on the website with reference to the specific Event for which the refund is requested. Should the consumer fail to do so, the refund will not be paid to the same.
17.6 The refund will be made by crediting the credit card or other payment method used by the Customer during the purchase process, in case of purchase made on the Website, or by bank transfer to the current account indicated by the consumer in case of purchase at the Points of Sale. The reimbursement is made net of the Service Fee and/or the cost of Home Delivery or Delivery by Print@home or Delivery by E-ticket and/or the gift wrapping and/or any insurance coverage premium, as specified in point 17.2. In any case of cancellation and/or postponement of the Event, the Client may in any case contact the Organizer, in order to assert all its rights against the same.
17.7 In the event that the refund arranged by TicketOne to the same payment instrument used by the Customer at the time of purchase is not successful, it is the Customer's responsibility to contact customer service using the form at https://www.ticketone.it/helpcenter/?form=1.
17.8 Admission Tickets relating to cancelled Events cannot be exchanged for Admission Tickets relating to other Events.
17.9 Where the Event consists of a Festival, the listing on the TicketOne website of the names of participating artists must in any case be considered as indicative, and therefore where one or more artists scheduled to participate do not take part in the Event or are replaced, such non-participation or replacement shall in no case be considered as cancellation of the Event, unless the Event itself is cancelled by the Organizer as a whole.
18. Limitations of liability and rights of TicketOne
18.1 Except in the case of fraud or gross negligence, TicketOne cannot be held responsible for expenses and damages, direct or indirect, of any nature whatsoever, suffered by the Ticket Holder in relation to the sale of Admission Tickets.
18.2 TicketOne reserves the right to withdraw, modify, suspend or interrupt any function or service rendered by TicketOne in relation to the sale of Tickets, should this be necessary or opportune for technical and/or organisational reasons, without prejudice to the fulfilment of any contract already concluded.
19. Prohibitions
19.1 Admission Tickets may not be resold for valuable consideration in the context of the professional performance of a commercial activity, even if not organised as a business, without the express consent of the Organiser and in any case in the event that the Organiser specifically prohibits the transfer of ownership on the basis of the principles of nominativity.
19.2 Furthermore, the Ticket Titles may not be used as prizes for prize events, whether or not they fall within the scope of application of Presidential Decree 430/2001, nor for other prize or promotional initiatives (such as, for example, competitions or lotteries), except in the case of prior written authorization issued by the Organizer or by TicketOne, if so authorized by the Organizer. The Ticket Holder declares that he/she will not use the Admission Tickets in violation of this provision and undertakes to hold TicketOne harmless and indemnified against any damage that may be caused to TicketOne as a result of the violation of this guarantee.
20. Assistance and Complaints
20.1 You can request information, send communications or submit complaints by contacting the TicketOne customer service:
- through the site, by accessing the following section: https://www.ticketone.it/help ;
- or at the addresses indicated, as well as in art. 2 of these GCS, in the "About Us", "Contacts" and "Customer Service" sections of the Site.
20.2 TicketOne will reply to complaints by e-mail and/or telephone within the terms set out in Article 15 above.
21. Applicable Law and Jurisdiction
21.1 The Contract is subject to Italian law. It is subject to the application to Consumer users who do not have their habitual residence in Italy of any more favourable and mandatory provisions provided for by the law of the country in which they have their habitual residence.
21.2 Please note that in the case of a consumer user, any dispute relating to the application, execution and interpretation of these Terms and Conditions or the Contract shall be subject to the jurisdiction of the court where the user resides or has elected domicile.
22. Alternative Dispute Resolution and Netcomm Joint Conciliation
22.1 Pursuant to Art. 141-sexies, paragraph III of the Consumption Code, TicketOne informs the user-consumer that, in the event of a complaint submitted to TicketOne, and following which it has not been possible to resolve the dispute, TicketOne will provide the user with information regarding the Alternative Dispute Resolution body or bodies for the extra-judicial resolution of disputes relating to obligations deriving from a contract concluded on the basis of the present GTC (so-called ADR bodies, as indicated in Art. 141-bis and following of the Consumption Code), specifying whether or not the user intends to avail him/herself of said bodies to resolve the dispute. ADR Bodies, as indicated in art. 141-bis et seq. of the Consumer Code), specifying whether or not it intends to use such bodies to resolve the dispute.
22.2 Finally, TicketOne informs the user-consumer that if he/she has submitted a complaint to TicketOne but is not satisfied with the outcome of the same or has not received a reply within the term specified in Art. 20.2 above or, in any case, within 30 days, he/she may initiate the joint conciliation procedure instituted by the Netcomm Consortium and the Consumer Associations, to which TicketOne adheres. The user can find further information on this procedure as well as the link to the relative regulations at http://www.consorzionetcomm.it/Spazio_Consumatori/Conciliazione-Paritetica/Conciliazione-Paritetica.kl . The consumer user may send the application to participate in the Netcomm joint conciliation procedure exclusively by fax to the number 02/87181126 or by e-mail to conciliazione@consorzionetcomm.it.
22.3 If you are a resident of a member state of the European Union other than Italy, you may also have access to the European Small Claims Procedure established by Council Regulation (EC) No. 861/2007 of 11 July 2007 for any dispute relating to the application, performance and interpretation of these GTC, provided that the value of the dispute does not exceed Euro 2,000.00, excluding interest, fees and expenses. The text of the regulation is available on the website www.eur-lex.europa.eu.
22.4 In any case, the rights of the consumer users to bring an action before the competent ordinary judge for the dispute deriving from these GTC or from the Contract, whatever the outcome of the out-of-court settlement procedure, as well as the possibility, where the conditions are met, to promote an out-of-court settlement of disputes relating to consumer relations through recourse to the procedures referred to in Part V, Title II-bis of the Consumer Code, are not affected.
To view the previous versions of our Terms and Conditions of Purchase please access the following link:
Terms and Conditions - Version December 2025
Terms and Conditions - Version May 2025
Terms and Conditions - Version November 2024
Terms and Conditions - Version October 2024
Terms and Conditions - Version May 2024
Terms and Conditions - Version October 2023
Terms and Conditions - Version July 2023
Terms and Conditions - Version April 2023
Terms and Conditions - Version September 2021
Terms and Conditions - Version July 2016
Terms and Conditions - Version June 2014