1. These Rules of Consumer Conduct at Entertainments Organized by PARK LIVE SA CO., LTD, and Ticket Exchange and Return (hereinafter – the “Rules”) provide for the rules of conduct of the consumers – spectators who bought tickets for concerts and other mass cultural events and shows (hereinafter – the “concert” or “concerts”) organized by PARK LIVE SA CO., LTD (hereinafter – the “Concert Organizer”) during the concerts, and the procedure for exchange and return of tickets for such events.
These Rules shall be published on the information and telecommunication network Internet and a link to these Rules shall be added to tickets for the concerts bought by the consumers. In addition, a contact e-mail for communication between the Concert Organizer and the consumers on matters related to the application of these Rules shall be provided on the Rules webpage and tickets. The requirements for adding the link and e-mail shall also apply to authorized agents and subagents selling tickets for the concerts bought by the consumers, as must instructed by the Concert Organizer in an appropriate manner.
A print version of these approved Rules shall also be easily accessible to the consumers in public places during the concerts.
By buying a ticket the consumer agrees to be governed by these Rules. The Concert Organizer in turn shall apply these Rules in case of ticket return or exchange irrespective of the purchase date of the ticket.
The Concert Organizer and the consumer by mutual agreement in writing may deviate from these Rule and agree upon any other procedure for exchange and return of the tickets for the concert provided that this is not more disadvantageous than the procedure established by these Rules.
The contact e-mail for communication with the consumer on matters related to the application of these Rules shall be … .
2. Any concert may be attended by the consumer only subject to these Rules.
Unless otherwise provided for by these Rules, in case of any age limit restrictions on the concert the consumer may only attend the concert upon presentation of original passport or any other document which is equivalent to an ID document under the law in force.
In addition to the requirement of para. 2 of this clause and unless otherwise provided for by these Rules, minor consumers under the age on the information sign may only attend the concert being accompanied by their parents or other legal representatives (guardians or caregivers) provided that they have original passport or any other document which is equivalent to an ID document under the law in force, and a document certifying family relations, guardianship or tutelage.
Notwithstanding the above mentioned in para. 2 and 3 hereof minor consumers may not attend the concerts with the age limit information sign “18+”, including being accompanied by their parents or other legal representatives (guardians or caregivers).
3. Failure to obey the Rules shall be a ground for non-admittance to and result in removal from the concert without refund.
Removal from the concert shall be documented with a report on consumer removal in any format indicating the date, time and place of preparation, and the concert name and to be signed by the officers authorized by the Concert Organizer and the consumer (consumer’s representative). The relevant note shall be made if the consumer refuses to sign the removal report.
Whether or not these Rules are violated, the following persons shall not be admitted to and removed from the concert without refund (subject to preparation of the report in consumer removal in the manner set forth by para. 2 of this clause):
*without the documents specified in cl. 4 hereof;
* under the influence of alcohol, drugs or other intoxicants;
* demonstrating aggressive behavior toward other guests or staff;
*wearing dirty smudging clothes;
*with animals;
*carrying any drug, toxic or poisonous substances, potent medications, alcohol (except when purchased in the concert venue), food (except food products for infants), bladed weapons, piercing and cutting objects, bludgeoning weapons (bludgeons, nunchuck, knuckles, etc.), firearm, defense weapons (electroshock, non-lethal, pepper guns), highly inflammable liquids, and explosive objects; and
*breaching any other generally accepted moral and ethical standards.
6. The consumer shall be civilly liable for loss or damage to equipment, fixtures, kitchen ware, interior design items, furniture, and interior finishing (whether willful or careless) used by the Concert Organizer and shall compensate for inflicted damages in the amount of the actual value of such damaged or lost property.
The property loss or damage as per para. 1 of this clause shall be documented with a property loss or damage report in any format indicating the date, time and place of preparation, the concert name, exhaustive list of property with value specifying each item as lost or damaged, and description of type and degree of damage to each item.
The property loss or damage report shall be signed by the officers authorized by the Concert Organizer and the consumer (consumer’s representative). The relevant note shall be made if the consumer refuses to sign the property loss or damage report.
In case of the consumer’s refusal to compensate for damage it shall be recovered from the consumer through court.
7. Each consumer in the concert venue may take part in photograph, video or audio taking by amateurs or professionals and gives his/her consent for internal use of such materials by the Concert Organizer, in video, TV or radio broadcasting, press or Internet materials, and for the purpose of recording the circumstances specified in cl. 5 and 6 hereof.
8. Each consumer who bought a ticket for the concert gives the Concert Organizer his/her consent for processing of personal data provided by the consumer and necessary for the purposes of the reports specified in cl. 5 and 6 hereof, and ticket purchase, exchange or return.
Such personal data shall include any data provided by the consumer hereunder.
Refusal of the consumer to provide necessary personal data to the Concert Organizer may result in:
*a call to the police and transfer the consumer to the law enforcement bodies in case of violation hereof, loss or damage to the property (cl. 6) to ascertain identity, stop unlawful activities, and record an offence committed by the consumer; or
*rejection of the consumer’s request, including for exchange or return of tickets for the concert.
9. The Concert Organizer shall make a decision on exchange or return of tickets only upon submission by the consumer of a request in any format to the e-mail specified in para. 2, cl. 1 hereof.
Ticket operators or other agents may only replace or exchange tickets for the concerts organized by the Concert Organizer with the prior consent of the latter. If sent to the agent the request shall not be considered, but the agent shall notify the consumer of the e-mail for communication between the Concert Organizer and the consumer on matters related to the application of these Rules.
If several tickets are bought the consumer shall send a separate request for exchange or return of each ticket.
10. Any ticket exchange or return request shall only be considered if the following set of documents is attached to the request. Such documents shall be in the form of scanned copies in pdf format attached to the e-mail sent to the Concert Organizer:
*tickets;
*documents certifying their purchase directly by the requesting consumer (if bought by courier or personally in the ticket office — a sales slip, if online — a sales slip, a bank receipt with performance information, and details of a holder of the bank account or card used to buy the ticket (card photograph with the holder’s name, account details));
*passport or any other document which is equivalent to the consumer’s ID document under the law in force;
*documents certifying a disease or death of a close relative (if this is the reason for return);
*power of attorney issued by a Notary Public if the request is sent by a representative or a certificate of inheritance rights with the relevant property included in the estate;
*documents certifying family relations, guardianship or tutelage over the consumer if the request is sent by the mother or father, guardian or caregiver of the consumer under 18 (eighteen);
*bank card number or account details to which the ticket refund is to be paid (in case of the ticket return request);
*contact details of the consumer (phone number, e-mail); and
*written undertaking of the consumer to send the original tickets (accountable forms if bought in the ticket office) to the Concert Organizer.
The ticket exchange or return request shall contain the consumer’s express consent for personal data processing for the purposes provided for by cl. 8 hereof.
11. The consumer shall have the right to send the ticket exchange or return request with the documents listed in cl. 10 hereof by courier (personal delivery) by sending the request in any form to the e-mail specified in para. 2, cl. 1 hereof.
In such case the authorized representative of the Concert Organizer shall set a reasonable date, time and place for acceptance of the ticket exchange or return request.
Courier (personal delivery) of the ticket exchange or return request may only be allowed if originals of the request and the documents listed in cl. 10 hereof are provided to the authorized representative of the Concert Organizer.
If the consumer refuses to appear on the date, at the time and in the place set by the Concert Organizer he/she shall be informed of other methods of providing the ticket exchange or return request.
12. The consumer may send the ticket exchange or return request with the documents listed in cl. 10 hereof by mail to the registered address of the Concert Organizer.
The ticket exchange and return request sent by mail shall only be accepted if there is the original request signed in person and duly certified copies of the documents listed in cl. 10 hereof.

13. Any received ticket exchange or return request shall not be considered in the following cases:
а) at least one of the documents listed in cl. 10 hereof is missing and (or) non-compliant with the document submission requirements provided for by cl. 10-12 hereof, and (or) the consumer’s express consent for personal data processing for the purposes specified in cl. 8 hereof is missing in the request;
b) there are any discrepancies in the submitted documents (e.g. identity of the bank card holder varies from the passport holder or identity of the ticket holder varies from the bank card holder, etc.);
c) if the ticket is bought from any party other than the Concert Organizer or an official agent entitled to sell tickets (e.g. from a reseller);
d) if one person is indicated in the submitted request and the documents and the payment documents contain the e-mail of another person or if the e-mail cannot be identified and attributed to the requestor; and
e) in any other cases when the Concert Organizer cannot identify the requestor.
In such case the requestor who sent the request:
*by e-mail – shall be given a response to the same e-mail regarding non-compliance of the ticket exchange or return request with the requirements hereof. For example: “Dear …, Please be advised that your request cannot be considered in substance because the necessary documents and details are missing — … (indicate the reason). You are kindly asked to send these documents and detains in a return letter.”;
*by courier (personal delivery) – shall be given an oral explanation of non-compliance of the ticket exchange or return request with the requirements hereof; or
*by mail – no response if the e-mail is not provided. If the e-mail is provided – shall be given a response to such e-mail regarding non-compliance of the ticket exchange or return request with the requirements hereof. For example: “Dear …, Please be advised that your request cannot be considered in substance because the necessary documents and details are missing — … (indicate the reason). You are kindly asked to send these documents and detains in a return letter.”
The responses to the consumer regarding impossibility to consider the ticket exchange or return request in substance shall be sent to the requestor within 10 business days after receipt of the request by the Concert Organizer.
14. Tickets shall not be exchanged or returned in the following cases:
а) non-admittance or removal of the consumer from the concert in the manner stipulated by these Rules and refusal to give consent for personal data processing in accordance with cl. 8 hereof;
b) sending the ticket exchange or return request less than three business days before and during or after the concert whether or not been actually attended, except for the consumer’s disease, death of the consumer’s family member or close relative;
c) sending the ticket exchange or return request because of the consumer’s disease or death of the consumer’s family member or close relative one business day after the concert and the documents certifying such circumstances 14 business days after the concert;
d) when the ticket has already been exchanged against the consumer’s ticket exchange request (upon further submission of this ticket return request) or the ticket refund has already been paid against the consumer’s ticket return request (upon further submission of this ticket exchange request), unless otherwise decided by the Concert Organizer;
e) in the cases specified in cl. 13 hereof (when the request is not considered);
f) concert cancellation or postponement when the Concert Organizer is entitled not to pay the ticket refund in accordance with the laws in force. Particularly, to the extent allowed by the applicable laws and as the occasion requires, such cases shall include:
*force majeure;
*impossibility to comply with the COVID-19 restrictions and regulations, including social distancing of the consumers during the concert; or
*concert cancellation or postponement due to regulatory enactments or adoption of administrative regulations or actions taken by public authorities which forbid the concert.
In any of the foregoing cases the Concert Organizer shall be obliged to set a reasonable date on which consideration of the ticket exchange or return request shall resume. In such case if the request is received prior to that date the requestor who sent the request:
*by e-mail – shall be given a response to the same e-mail with the following content: “Dear …, Please be advised that your request will be considered in the manner and within the time period established by the Rules of Consumer Conduct at Entertainments Organized by PARK LIVE SA CO., LTD, and Ticket Exchange and Return starting from — … (indicate the date). You are kindly asked to wait for our response.”;
*by courier (personal delivery) – shall be given an oral explanation of the procedure, time period and date of the request consideration; and
*by mail – no response if the e-mail is not provided. If the e-mail is provided – shall be given a response to such e-mail with the following content: “Dear …, Please be advised that your request will be considered in the manner and within the time period established by the Rules of Consumer Conduct at Entertainments Organized by PARK LIVE SA CO., LTD, and Ticket Exchange and Return starting from — … (indicate the date). You are kindly asked to wait for our response.”;
g) actual use of tickets (service provision), that is attendance at the concert by the consumer;
h) when the requestor is not a consumer (e.g. buys tickets for further resale to others, i.e. is a reseller which can be evidenced).
For the purposes of sub-cl. “h” of this clause evidence shall mean any information and (or) tangible media received by the Concert Organizer (including testimony of a person who bought tickets from the reseller with the certifying documents, etc.); or
i) submission of forged documents.
15. Neither any received ticket exchange or return request shall be accepted nor tickets shall be exchanged or returned if the request or communications on the request contain the language which is offensive or degrading honor and dignity or business reputation of the Concert Organizer and (or) others used by the consumer, threats of physical or other illegal violence against them, as well as otherwise when the consumer apparently abuses his/her right.
In such cases the requestor who sent the request:
*by e-mail – shall be given a response to the same e-mail once. For example: “Dear …, Please be advised that hereby the communication will be discontinued due to: … (indicate the reason).”;
*by courier (personal delivery) – shall be orally informed of discontinuance of the communication stating the reasons; or
*by mail – no response if the e-mail is not provided. If the e-mail is provided – shall be given a response to such e-mail regarding discontinuance of the communication. For example: “Dear …, Please be advised that hereby the communication will be discontinued due to: … (indicate the reason).”
Communication on such request shall not be resumed. In case of any new ticket exchange or return request it shall be first considered in the manner prescribed by these Rules.
16. If the ticket exchange or return request is accepted and the circumstances provided for by cl. 13-15 hereof do not occur, with the consumer’s consent, the consumer may be granted respectively:
*a ticket or voucher for one concert organized by the Concert Organizer. Such ticket or voucher can be issued by the authorized agents or subagents as instructed by the Concert Organizer. The ticket or voucher shall be issued in electronic form to the e-mail provided by the consumer in the ticket exchange or return request; or
*a refund in the amount of the ticket value to the bank card or account specified in the ticket return request. Such ticket or voucher can be issued by the authorized agents or subagents as instructed by the Concert Organizer.
The Concert Organizer shall notify the consumer of its decision in either manner provided for by para. 8-11, cl. 13 hereof.
The Concert Organizer may decide not to exchange or return the ticket value, except for the concert cancellation (postponement).
17. When the Concert Organizer decides to cancel (postpone) the concert and to pay a full refund of the value of all tickets for the cancelled concert no ticket exchange or return request shall be required, if bought via bank.
If bought for cash, tickets shall be returned against the duly executed ticket exchange or return request in the manner set forth herein.
18. Ticket value refund limits:
а) in case of a decision on the concert cancellation (postponement) and payment of a full refund of the value of all tickets for the cancelled concert (cl. 17 hereof) and in case of the consumer’s disease or death of the consumer’s family member or close relative – 100% (one hundred percent) of the ticket value ex charges (service charge); and
b) in other cases – by decision of the Concert Organizer in accordance with the laws in force.
19. The term for responses to the consumer and making the decisions provided for by cl. 13-18 hereof shall be 10 calendar days from receipt (acceptance).
The term for the ticket refund shall be:
а) in case of a decision of the Concert Organizer on the concert cancellation (postponement) and payment of a full refund of the value of all tickets for the cancelled concert, if bough via bank, – within 10 business days after the decision on the concert cancellation (postponement) and the ticket refund payment; and
b) in other cases, when a decision on personal refund is made by the Concert Organizer, – within the reasonable time period set by the Concert Organizer.
The Concert Organizer may change the term for the ticket refund on the grounds envisaged by the laws, including in case of force majeure, other rules of ticket exchange or return, unless other impediments arise.
20. In addition to the procedure established hereby, the Concert Organizer may not disregard communication with the consumer. It shall delve into all received communications and respond clearly and benevolently as soon as possible.
21. The procedure for considering the ticket exchange or return request shall apply to any claim, including when the request and claim are sent by the consumer separately.
22. The procedure for considering the ticket exchange or return request shall apply to requests for exchange or return of vouchers for several concerts organized by the Concert Organizer for cash (not as a result of ticket exchange). For the purposes of these Rules attendance of the first concert by such subscription or sending the ticket exchange or return request in connection with the first concert specified by the consumer in the request shall be legally significant.
The subscription shall be exchanged or returned in full with its termination irrespective of the concert number.