1. Scope of application
1.1 These General Terms and Conditions (hereinafter Terms) regulate the legal relations between HELLERAU – European Centre for the Arts, Dresden (hereinafter HELLERAU) and its patrons.
1.2 The acquisition of an admission ticket or entry to an event by Hellerau constitutes the acceptance of these Terms as amended from time to time.
1.3 These Terms shall also apply to events organised jointly by HELLERAU and other business partners, but not for events held by third parties within HELLERAU buildings.
2. Opening times
2.1 The advance booking office on the premises of Hellerau Festival Theatre shall open at the times published separately.
2.2 The venue Festspielhaus Hellerau and the box office shall generally open two hours before the start of an event. Tickets for other events are not normally sold at the box office. The box office closes when the performance begins.
3. Admission prices
3.1 Different seating plans and pricing profiles apply for HELLERAU events depending on the type and venue of the event, as indicated in the latest version of the pricing schedule. Accordingly, special prices may apply for selected events (such as guest performances, festivals, premieres, special concerts, special events or special casts).
3.2 Unless a particular seat is indicated on your admission ticket, it is valid for any seat of your choice.
3.3 Current admission prices and admission prices for special events can be found in HELLERAU publications and on notices posted at the box office.
3.4 The ticket price does not include cloakroom fees, programmes, librettos or other offerings.
3.5 If offered, concessions apply for: children, schoolchildren, students, trainees, the unemployed, volunteers on federal schemes, holders of the Dresden-Pass or honorary passes, severely disabled patrons (from 80% reduction in earning capacity) and their required companion (with proof of necessity). The reduction is granted on presentation of valid proof of entitlement. Certain special events are not subject to concessions, as indicated. The concessions granted can be viewed in the programme round-up and on the website.
3.6 Concessions are generally granted on admission tickets costing €10.00 and more. Discounted tickets are non-transferable. No discounts can be granted retroactively on tickets which have already been purchased.
3.7 HELLERAU is not responsible for the price of admission tickets to third-party events.
4. Advance bookings
4.1 Tickets can be bought in advance, generally for several months ahead or for the coming season, via the HELLERAU visitor service. We reserve the right to alter the programme, starting times and cast. HELLERAU does not accept any liability for information provided by third parties in publications (e.g. in the press or online media). HELLERAU shall reserve the right to limit the number of tickets sold per person.
4.2 HELLERAU shall respond to enquiries made by telephone, in writing or by e-mail by sending a time-limited quotation in writing or by e-mail showing the day of the event, the title of the piece, the number of places and the pricing. The quotation has been accepted when the tickets offered are paid for. If that does not occur within the time indicated in the quotation, no contract has been concluded and HELLERAU is permitted to offer other patrons the tickets and seats.
4.3 On request, tickets which have been paid for can be delivered by standard post up to 10 days before the event, at the booker's own risk, in return for a fee of €2.00 per delivery. Tickets can also be sent by courier at the booker's own risk and expense.
4.4 Tickets which have been booked in advance but not yet paid for must be collected and paid for at the advance booking office up to one day before the event, or at the latest at the box office up to 30 minutes before the start of the event. After that time, HELLERAU may offer other patrons tickets which have been booked in advance but not paid for. Tickets which have been paid for but not collected shall expire without replacement.
4.5 Until fully paid for, the tickets shall remain the property of HELLERAU.
Gift vouchers can be purchased for HELLERAU events. The vouchers are valid for 36 months from the day on which they are issued. Admission tickets may be bought from the visitor service using the vouchers. This does not entitle the patron to any specific performance or seat. Vouchers cannot be exchanged for cash either in full or in part. Any remaining balance can be redeemed at a later point in time with other tickets. The remaining balance can, however, only be used as long as the voucher is valid.
6. Internet sales
6.1 Online service provider
Admission tickets are sold online via the independent service provider ReserviX GmbH, subject to that company's terms and conditions. These terms still apply to your visit to HELLERAU. HELLERAU is not able to take back tickets purchased on the Internet. Where the events organiser has given permission for tickets to be returned, they shall be returned via the online ticketing agent.
6.2 Print-at-home service
If purchasers select the “Print-at-home ticket” option, they shall receive the ticket in electronic form. The print-at-home ticket shall only be valid if printed legibly on an A4 sheet of white paper. Each print-at-home ticket may only be printed out once. The print-at-home ticket may not be reproduced or altered in its digital or printed form. On admission, the print-at-home ticket will be identified, checked and de-validated using a bar code reader. The bar code must be clearly legible and can only be used once.
6.3 Where applicable, the conditions in Section 6.1 apply to print-at-home vouchers just as they do to print-at-home tickets. Print-at-home vouchers are valid for 36 months from the day they are issued. In all other respects, the details under Point 5 of these Terms shall apply as appropriate to print-at-home vouchers.
7. Resale of admission tickets
7.1 Reselling HELLERAU admission tickets for commercial purposes is prohibited, as is offering such tickets for resale for commercial purposes without prior written consent from HELLERAU.
7.2 For every breach of Section 7.1, a penalty for breach of contract shall be charged of five times the price of admission printed on the ticket. HELLERAU reserves the right to assert further claims to damages.
7.3 Patrons are not permitted to offer or sell HELLERAU admission tickets within the premises of Festspielhaus Hellerau.
8. Entry to events
8.1 Every admission ticket entitles the bearer to attend the event indicated on it.
8.2 Patrons shall only be admitted to HELLERAU events on presentation of original, valid admission tickets (including online tickets). In the case of concessionary tickets, proof of entitlement to the concession must be shown to the admission staff on request. If no such proof can be provided, the discounted ticket must be swapped for a fully paid ticket at the box office, and the difference paid.
8.3 Once an event has begun, the patron loses the right to be given entry until the next break in the event. If there is no such break, patrons arriving late will lose all right to entry. In the interests of the safety of the audience and performers, we reserve the right to offer late entry to certain productions only. This applies to both the admission times and the available seats. In principle, patrons arriving late will only be granted admission to the auditorium when there is a suitable scene change. This does not substantiate any right to return the admission ticket. The instructions of staff on the evening are to be followed.
8.4 The admission ticket loses its validity when the patron leaves the venue.
8.5 For safety reasons, patrons are strictly prohibited from sitting on steps, ledges, windowsills or balustrades. Also for safety reasons, they are not permitted to sit on the circle balustrade, lean over it or place objects (such as handbags) on the balustrades. Patrons may only sit on the indicated seats.
8.6 Marked places are provided for wheelchair users. Wheelchair users are requested to inform the HELLERAU visitor service of their requirements well ahead of the event in question, ideally when purchasing their ticket.
9. Mobile telephones, beverages and food, smoking
9.1 Mobile telephones and other electronic communication and information devices are strictly to be kept switched off while in the auditorium, as are acoustic signal devices of any type. This ban includes, but is not limited to, the use of displays. In the interests of other patrons and to ensure that events run smoothly, HELLERAU is entitled to instruct the patrons in question to leave the performance in case of violation.
9.2 Food and beverages are generally not allowed to be taken into the auditorium, unless the format of the event specifically allows this.
9.3 Smoking is prohibited throughout Festspielhaus Hellerau. The building is equipped with a fire alarm system.
Surtitles are not included in the price of the ticket. Thus, if a premiere is staged without surtitles, or if the view of the surtitles is blocked or restricted from certain seats, this does not entitle patrons to return the ticket(s) or demand a price reduction. Surtitles are provided on an area above the stage using a video projector or lit display, especially in the case of productions in a language other than German; they show the spoken or sung text in German or English.
11. Returning tickets; changes to or cancellation of events
11.1 As a rule, once tickets have been sold, HELLERAU cannot accept any returns or exchange them for other tickets. Admission tickets which have expired cannot be replaced. In certain, exceptional cases (e.g. if the event is postponed or cancelled or if a different piece is shown to that announced) admission tickets can be returned or exchanged.
11.2 If the date has to be changed or if a different piece is shown to that announced at the time the admission ticket was purchased, admission tickets can be returned in exchange for the price of the ticket plus any delivery charges or processing fees as long as they are returned up to 30 minutes before the event begins. In cases not due to intent or gross negligence, no further claims can be asserted. This includes, but is not limited to reimbursing the cost of hotels or travel expenses.
11.3 The current programme listing the times that events begin shall be published as a notice and in HELLERAU publications. Information on the cast is subject to alteration. If performances or event dates need to be changed for artistic or technical reasons, or due to scheduling, we shall do our best to inform you in time. These changes or recasting do not entitle patrons to return admission tickets.
11.4 If an event is cancelled, the price of the ticket shall be refunded along with any delivery charges or processing fees upon the ticket being returned to the visitor service, the online ticket agent or the advance booking office within 30 days of the date of the event. In cases not due to intent or gross negligence, no further claims can be asserted. This includes, but is not limited to reimbursing the cost of hotels or travel expenses.
11.5 As a rule, admission tickets can only be returned to the advance booking office where they were bought. In the case of online purchases, the ticket provider's terms shall apply in addition to these terms.
12. Events being broken off early
12.1 If an event is broken off early for a reason, which is not the organiser's responsibility, this shall only substantiate a claim to a refund of the ticket price if the event is broken off during its first half.
12.2 This refund claim can only be asserted within 30 days, upon the admission tickets being returned to the HELLERAU visitor service, the online ticket agent or the advance booking office where the tickets were purchased. The refund covers the cost of the ticket plus any delivery charges and processing fees. No other expenses, such as the cost of hotels or travel expenses, shall be refunded, except in cases of intent or gross negligence on the part of the organiser.
13. Lost admission tickets
13.1 If an admission ticket is lost, a replacement ticket can be issued at the box office as long as the patrons can prove to or persuade staff that they purchased a ticket. HELLERAU is entitled to charge a processing fee for issuing replacement tickets.
13.2 If an original ticket and a replacement ticket are presented by two patrons for the same seat, the holder of the original ticket shall take priority over the holder of the replacement ticket. In this case, the replacement ticket shall not confer any entitlement upon the holder to be allocated a different seat. The admissions staff shall not check whether the holder of the original ticket came into its possession legally.
14.1 Large bags and backpacks and similar or bulky items may not be taken into the auditorium, but must be handed in at the cloakroom.
14.2 On being given a cloakroom token, service staff shall hand out items kept in the cloakroom without checking whether the holder is entitled to them. If the cloakroom token is lost, items in the cloakroom will only be handed out if proof is provided that the recipient is entitled to them, or if they are still left behind once all other items in the cloakroom have been returned. In such cases, HELLERAU is entitled to note the recipient's personal information before handing out the items.
14.3 The service staff are to be informed immediately if cloakroom items are mixed up, damaged or lost, or if a cloakroom token is lost. If a cloakroom token is lost, a fee of 5 euros shall be charged for its replacement.
14.4 On accepting the cloakroom items, HELLERAU only takes on liability for the loss of or damage to the stored items to the extent that the service staff violates their duties of safekeeping with intent or due to gross negligence. The liability per cloakroom token is restricted to the proven replacement value of the items left at the cloakroom, minus a deduction to make up for the difference in value between the old and new item. HELLERAU shall also only be liable for ID documents and certificates of all kinds, credit cards, cash, keys and valuables, jewellery and electronic devices to the extent that the service staff violates their duties of safekeeping with intent or due to gross negligence. This shall apply even if these items are in coat pockets or containers. Patrons handing in such items for safekeeping do so at their own risk.
15. Lost property
15.1 Items of any kind found within HELLERAU buildings are to be handed in to admission or service staff.
15.2 We recommend informing the admission or service staff immediately when items are lost within HELLERAU buildings. After a suitable period of time, lost property will be passed on to the public lost property office.
16. Visual and audio recordings
16.1 For reasons of copyright, patrons are strictly forbidden from taking any audio or visual recordings of events. Violations shall result in claims to damages on the part of HELLERAU and the artists involved.
16.2 Visual recordings may only be made within HELLERAU buildings outside of events for private, non-commercial purposes.
16.3 If the regulations in Sections 16.1 or 16.2 are violated, HELLERAU staff are entitled to demand that the recordings be handed to them, to delete the recordings and to instruct the patron to leave the event.
16.4 HELLERAU is entitled to record and publish recordings of events with or without prior notice.
17. House rules
17.1 The house rules at HELLERAU are the duty of the artistic and commercial directors. At events, the house rules shall be exercised by the technical director or admissions staff. Instructions given by HELLERAU staff must be followed.
17.2 Patrons may be sent out of events if they disrupt them, disturb other patrons or have taken a seat for which they do not have a valid admission ticket. Patrons may be refused entry if they have gone against staff instructions or violated these Terms. This shall not result in any entitlement to be reimbursed the admission money or expenses.
17.3 Animals, bicycles and similar items may not be taken into Festspielhaus Hellerau, with the exception of guide dogs for the blind. Prams may also not be taken into event venues.
18. Privacy statement
18.1 When booking, personal data shall be gathered, processed, saved and used to the extent necessary for preparing and implementing the booking agreement, taking into account data protection laws.
18.2 HELLERAU is entitled to store personal data to which it gains access when admission tickets are reserved or sold, and to use those data for its own purposes within the context of the event programme.
HELLERAU, its representatives and agents shall only be liable for damages of any kind suffered by a patron within HELLERAU buildings in the case of intent or gross negligence. This limitation of liability shall not apply to claims arising from injuries to life, limb or health.
20. Final provisions
Agreements and legal relations based on these terms shall be subject to German law. For both parties, the place of performance and place of jurisdiction for all contracts and legal relations which are subject to these terms shall be Dresden.
21. Entry into force
These General Terms and Conditions shall enter into force on 1 September 2014.
Dresden, 1 September 2014
HELLERAU – European Centre for the Arts, Dresden