Cancellations, Refunds and Right of Withdrawal

Last updated: 9 October 2026

This page explains why there is no right of withdrawal for event tickets and sets out our cancellation and refund policy for tickets bought on valencia-fiesta.es, in accordance with Directive 2011/83/EU on consumer rights and Spanish legislation (Royal Legislative Decree 1/2007, Consolidated Text of the General Law for the Defence of Consumers and Users, "TRLGDCU").

1. Scope of Application

2. No Right of Withdrawal for Event Tickets

There is no right of withdrawal for tickets purchased on valencia-fiesta.es. Once your purchase is confirmed, it is binding and cannot be cancelled by you.

Under Article 103 l) TRLGDCU and Article 16 l) of Directive 2011/83/EU, the right of withdrawal does not apply to contracts for services related to leisure activities where the contract provides for a specific date or period of performance. Tickets for parties, club nights, concerts, festivals and similar events taking place on a specific date fall under this exception.

The exception also applies where the ticket is not sold by the organizer itself but by an intermediary acting on the organizer's behalf, as Signature Services Ltd. does (Court of Justice of the European Union, Case C-96/21, CTS Eventim).

Your rights in the event of cancellation, postponement or material change of an event, and in the event of denied admission, are set out in Section 3.

3. Cancellation and Refund Policy

3.1. No Refunds or Exchanges

Tickets are not refunded or exchanged (for another event, date or ticket type) in particular in the following cases:

• Change of mind, or you are no longer able or willing to attend.
• No-show or late arrival, including arrival after admission has closed.
• Lost or deleted tickets, or tickets that have been forwarded, shared or used by another person.
• Tickets bought by mistake (e.g. wrong event, date, ticket type or quantity). Please check your order before paying.
• Denied admission or removal from the event for reasons attributable to you (see Section 3.4).

3.2. Event Cancelled by the Organizer

• If the event is cancelled by the organizer, you will receive a full refund of the ticket price and the service fee.
• The refund is issued automatically, without any request on your part, by Signature Services Ltd. via Stripe to your original payment method, within 14 days of the cancellation.
• Claims going beyond the refund of the amount paid (e.g. travel or accommodation costs) must be addressed to the organizer as the party responsible for the event, without prejudice to your statutory rights.

3.3. Event Postponed or Materially Changed

A material change is a change of the date or the venue of the event, or the cancellation or replacement of an artist advertised on the event page as the main act (headliner). Changes to supporting acts, set times, running order or other details of the programme are not material changes.

• If the event is postponed or materially changed, your ticket remains valid for the new date or the changed event. You do not need to do anything.
• If you do not wish to attend the postponed or changed event, you may request a refund within 14 days of being notified of the change by email to info@valencia-fiesta.es, stating your order number. We notify changes by email to the address used for the purchase.
• In that case you will receive a refund of the ticket price and the service fee via Stripe to your original payment method within 14 days of receipt of your request.
• If you do not request a refund within this period, your ticket remains valid for the new date or the changed event and no refund will be made.
• If the postponed event is subsequently cancelled, Section 3.2 applies.

3.4. Admission and Denied Admission

Admission is subject to the admission conditions of the organizer and the venue, as shown on the event page or communicated at the venue in accordance with the applicable regulations on public entertainment (right of admission). These conditions may not be discriminatory.

There is no refund if you are refused admission or removed from the event for reasons attributable to you, in particular:

• You cannot present a valid official photo ID or do not meet the minimum age (age verification).
• You do not meet the dress code or the admission policy of the venue or organizer.
• Visible intoxication, or behaviour that endangers safety or disturbs other guests.
• Refusal of security checks, or failure to observe capacity or safety rules communicated by the venue (e.g. an announced admission deadline).
• The QR code has already been scanned, or the ticket is duplicated, copied, manipulated or forged.

If you are refused admission without justified cause or for reasons attributable to the organizer (e.g. overbooking, or the event is not held as advertised), you have a refund claim against the organizer as your contractual partner for the event. Signature Services Ltd. will assist you: send us your order number and a short description to info@valencia-fiesta.es, and we will forward your claim to the organizer and, where a refund is due, process it via Stripe.

3.5. One QR Code = One Admission

• Each QR code is valid for one admission only. The first scan is valid; any later presentation of the same code will be refused, regardless of who presents it.
• Keep your ticket safe and do not share it. If a ticket is used by another person because it was forwarded, shared or published, no replacement or refund is given.

3.6. How Refunds Are Paid

• All refunds for tickets bought on valencia-fiesta.es are issued by Signature Services Ltd. via Stripe to the payment method used for the purchase. Depending on your bank, it may take several business days for the amount to appear on your account.
• We do not charge any fee for refunds.
• The service fee is refunded only in the cases of Sections 3.2 and 3.3; otherwise it is non-refundable.
• Please contact us before initiating a chargeback with your bank. A chargeback without justified cause may lead to the invalidation of the tickets concerned (see Section 5.6 of our Terms of Service).

4. External Events

For tickets purchased directly from event organizers or on third-party ticketing websites (e.g. Xceed, Fourvenues) outside our Platform, the cancellation and refund policies of the respective seller apply exclusively. Signature Services Ltd. is not a party to those purchases.

5. Your Statutory Rights

This policy does not affect your mandatory statutory rights as a consumer, in particular your rights if the service is not provided as agreed (lack of conformity), and your right to file a complaint.

For complaints, please contact us first at info@valencia-fiesta.es. You may also turn to the consumer arbitration boards (Juntas Arbitrales de Consumo) or the consumer information offices of your place of residence; participation in consumer arbitration is voluntary for both parties. Further information:

• Spanish Ministry of Consumer Affairs: www.consumo.gob.es
• European Consumer Centre Spain (cross-border disputes within the EU): cec.consumo.gob.es

6. Policy Updates

We may update this policy as our services evolve. Any changes will be posted on this page with an updated "Last updated" date. The version in force at the time of your purchase applies to your order.

7. Contact

For any questions about cancellations and refunds:

Email: info@valencia-fiesta.es

We will respond within a maximum of 7 business days.