Here’s what we do at Fanatix:

We (“LiveTix Group, S.L.”, “Fanatix”, Us”) have created an online marketplace for buyers and sellers, to make hard-to-get tickets available to anyone providing quality customer service. Since supply and demand are what drive the prices, today the prices can be low and tomorrow they may be higher, it can always change.

When purchasing a ticket on our website (“Website”) you are purchasing a ticket or tickets directly from individuals or companies selling these tickets on the Website (the “Sellers”). We provide services to both the Sellers and to you, the buyer, including marketing, search functions, logistics, and transaction services which allow you to safely and securely purchase tickets from Sellers.

Ticket prices on our site are determined solely by the Sellers. Due to supply and demand, tickets may be sold higher than face value – especially for events that are high in demand and/or for which there are no tickets available on the primary market.

Purchase terms

When you purchase a ticket on the Website, you agree to the following terms.

A binding contract (“Buyer Agreement”) is formed between the Seller and you, when you receive a purchase confirmation email from Us, after you confirm your purchase for a ticket or tickets. Sellers are free to reject orders at their own will and without having to provide any justification. If a Seller rejects an order, you will receive an email informing you of this.

The following terms and conditions along with any other policies or guidelines posted on this site shall govern your use of this site. If you visit our site or make a purchase, you are agreeing to the following terms and conditions. Please read through them before placing your order.

Using a credit card?

We accept most major credit cards. Your billing address will be verified with your credit card company so please be certain to use the exact address where your statements are sent otherwise your order may get rejected. Please be aware that purchasing by credit card does not entitle you to cancel your order or grant you any variances from our terms and conditions. Any attempt to defraud us will be responded to with legal action to recover all losses and legal fees. If you have an issue regarding your order, please contact our customer service first as we’re there to assist you.

All purchases are final

Refunds are only possible when an event is cancelled and not postponed or rescheduled. If you are based in a country in which local laws grant you a right to a refund for online purchases, you expressly acknowledge and agree that Spanish law applies to your purchase on our website, and that the law of your country of origin does not apply to this transaction. Under the extraordinarily rare circumstances in which an event is cancelled or government restrictions on stadium capacities are implemented, We will refund you the ticket purchase price, through a credit back on the payment method you have used. The service fee (variable processing & administrative expenses) will be refunded to you in the form of a voucher code, for the full value of the service fee, for future orders. This voucher will be valid for 2 years. The value of the refund is for the price of tickets and shipping only, as Fanatix has the right to retain its booking fee to cover variable processing and administrative expenses, as authorised under applicable laws. If an event has been cancelled and not rescheduled, you will be contacted by our customer service to arrange your refund.

In the rare event you do not receive your tickets in time for a match (for an event that is not cancelled), a full refund will be issued to you.

If the customer would like to sell the tickets that they purchased, they can contact us to do so. We will attempt to sell the tickets for them on consignment – meaning that if we can resell them – then they get their money back – but if we can’t we will return the tickets to them.

If the customer originally purchased those tickets from our website, we will attempt to resell their tickets and recover as much of the money as possible, up to the amount that they paid for them. Since consignment tickets are the customers’ property, we need the customer’s direction on the price they want for their tickets. Also, in case their tickets don’t sell, they must clearly tell us when they want the tickets returned to them.

Currency & pricing

To make it easier for fans to buy from Sellers on our site we provide currency conversion estimates. We update them regularly so the price you see is very close to what gets charged by your bank, but please note that we cannot guarantee it will be exactly the same. If you want to get a real time estimate just before you purchase – please ask our customer service who would be happy to do so for you.

All prices quoted are inclusive of Spanish IVA (Vat) when applicable. In the event of the rate of IVA (VAT) being increased between the acceptance of a booking and an event the client shall be liable to pay such increase before tickets are issued.

Tickets are priced at the current market value and are subject to change by the Sellers at any time without notice. All prices are guaranteed at the time the payment is approved.

Account suspension

If we find that you used your account to commit misconduct or actions that endanger the integrity of our marketplace in any way, we will take measures that may include, if proportionate, the suspension of your account. This decision will be made in accordance with the Digital Services Act, and can be appealed for a review by our compliance team.

Your order

We send you a confirmation email immediately after your order is successfully placed. Please never assume your order is cancelled simply because you haven’t received an email. Please check your junk box if you cannot locate our confirmation email after a few hours. Please contact us if it’s not clear to you if your order has been confirmed or not. Online orders placed over the weekend or after business hours may not be processed until the next business day.

The seating charts on the site, and the specific seats and/or category are there to serve as a guide when purchasing tickets but do not guarantee exact section and/or row locations. We work with many ticket specialists who list tickets for sale on our website. While we work hard to keep the listings accurate, we cannot be responsible for typographical errors. If an error is found while processing your order you will be notified and provided with other available seating choices and/or the option to cancel your order. Please check your tickets carefully once they arrive. If you find any discrepancies, you must let us know as soon as possible (within 48 hours) of receiving them so we can fix the situation.

Tickets on the website are classified as either “unrestricted view” or “restricted view”. You agree and accept that occasionally, some objects including overhangs or pillars can partially obstruct your view (particularly in older stadiums) and that an “unrestricted view” does not always mean 100% unobstructed. Instead, “unrestricted” means that the view is not obstructed in a major way that would typically result in a ticket for this particular seat being sold at a lower price by the event organiser.

We and the Seller reserve the right to upgrade your seat(s) should the seat(s) they order become unavailable or if a Seller defaults. Tickets can however never be downgraded without consent of the buyer or at an agreed discount. The hierarchy of seats (worst to best) are as follows: Shortside Upper Tier, Shortside Lower Tier, Longside Upper Tier, Longside Lower Tier, VIP and hospitality categories (OR) Category 4, Category 3, Category 2, Category 1, VIP and hospitality (regardless of seating location).

Dates & times

Event dates and times are always subject to change. In fact, it happens frequently, so it’s important that you check with the venue or local media regularly for the correct time and date – yes, sometimes they will move the date of the matches. When you make a purchase for a specific event, you are purchasing tickets for that event regardless of the date/time that it is played.

We have absolutely no control over this whatsoever so we cannot offer refunds if there are changes to the dates and times. All times listed on the website are local to the area of the event. With this in mind, please carefully consider your desire to purchase before placing your order.

If you are arranging airfare you must purchase a flexible fare to allow changes should the date of the event change.

Delivery

Deliveries depend on the format of the ticket. These can either be regular physical tickets or in most cases, tickets tend to be released by the clubs in an electronic configuration. The most common ticket formats nowadays are either PDF files or Mobile Tickets.

ELECTRONIC FORMATS

PDF files are usually sent out between 24/48 hours prior to the event date for our customers to print at home at their own convenience.

Mobile Tickets are QR codes that are usually transferred 24/48 hours before the match and, depending on the club or federation responsible to release them, our customers may be required to download an application in order to receive them and present at the stadium gates.

In both cases, specific instructions are always emailed to the buyer depending on their ticket selection.

Please note that on rare occasions, tickets may be delivered on the day of the event. However, we guarantee that customers will receive their tickets with sufficient time to use for the event. If this happens, we will notify the buyer with specific instructions on how to access their tickets.

PAPER TICKETS

Deliveries are usually made via Royal Mail or FedEx International and all deliveries will require a signature, however in some circumstances the seller may require you to meet a representative at or close to the venue on the day of the match. We send you an email to let you know when your tickets are shipped and you can expect them to arrive within 48 hours (usually 1 day) if sent by Royal Mail, and 7-10 days with FedEx International Delivery.

Because football tickets are typically printed and released by the teams very close to the time of the match (often just 3 days before or on the day of the match), international delivery may not be possible and your tickets will have to be delivered locally (to your home or your hotel the day/night before the event). Please notify the hotel reception desk/concierge so they are expecting to accept the delivery on your behalf. It is your responsibility to be available to accept the delivery. You also agree to provide us with a secure delivery location and authorise anybody at that address to act on your behalf to accept delivery of the package. This is absolutely required in order for us to manage the logistics of delivery for so many fans in so many different cities.

If you have not received your tickets 24 hours before the event date, please contact us during normal business hours by email:

sales@fanatix.com

The shipping providers do not offer any reroutes on shipped items. Therefore, the courier must deliver it to the original address on the package. If you have any specific delivery requirements, please make those arrangements when you place your order.

Normally, tickets are sent to your credit card billing address. As previously mentioned, the billing address will be verified with your credit card company so you must use the exact address that your statements are sent to.

If you require the order to be sent to an alternate address, we will require a signed copy of the invoice along with legible copies of your driver’s license and the credit card that was used for authorisation. This is done to protect us both against fraud.

If for any reason your tickets are returned to the seller or could not be delivered, we will attempt to contact you to arrange for another delivery attempt. If you are unavailable or refuse delivery of your tickets, the seller will place the tickets back for sale on consignment and act as your agent to attempt to recover some or all your costs. You have the right to set the asking price for your tickets, however, if no communication can be made the seller will price them appropriately in attempt to recover as much of your money as possible. In some cases, this could be substantially less than what you originally paid. At any time, you have the right to request your tickets to be sent back to you.

We cannot take responsibility under any circumstances for timely delivery of your consignment tickets.

Lost or stolen tickets

After you receive your tickets, please keep them out of the sunlight, in a cool, safe place. If the tickets themselves feature any additional instructions on how to keep them safe, follow these instructions. Please note that direct sunlight or heat can damage some tickets. Tickets cannot be replaced if they are lost, stolen or damaged.

Our responsibility for loss or damage suffered by you

WE DO NOT EXCLUDE OR LIMIT IN ANY WAY OUR LIABILITY TO YOU WHERE IT WOULD BE UNLAWFUL TO DO SO. THIS INCLUDES LIABILITY FOR DEATH OR PERSONAL INJURY CAUSED BY OUR NEGLIGENCE OR THE NEGLIGENCE OF OUR EMPLOYEES, AGENTS OR SUBCONTRACTORS AND FOR FRAUD OR FRAUDULENT MISREPRESENTATION. SOME JURISDICTIONS DO NOT ALLOW THE DISCLAIMER OF WARRANTIES OR EXCLUSION OF DAMAGES, SO SUCH DISCLAIMERS AND EXCLUSIONS MAY NOT APPLY TO YOU AND YOU MAY HAVE RIGHTS IN ADDITION TO THOSE CONTAINED IN THIS USER AGREEMENT. THIS IS ESPECIALLY SO IF YOU ARE A CONSUMER.

WE WILL NOT BE LIABLE TO YOU FOR ANY LOSS OR DAMAGE, WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), BREACH OF STATUTORY DUTY, OR OTHERWISE, EVEN IF FORESEEABLE, ARISING UNDER OR IN CONNECTION WITH USE OF, OR INABILITY TO USE, THE WEBSITE; OR USE OF OR RELIANCE ON ANY CONTENT DISPLAYED ON THE WEBSITE.

IN PARTICULAR, WE WILL NOT BE LIABLE FOR: LOSS OF PROFITS, SALES, BUSINESS, OR REVENUE; BUSINESS INTERRUPTIONS OF ANTICIPATED SAVINGS; LOSS OF BUSINESS OPPORTUNITY, GOODWILL OR REPUTATION; OR ANY INDIRECT OR CONSEQUENTIAL LOSS OR DAMAGE, WHETHER IN CONNECTION WITH THE USE OF OUR WEBSITE, OR WITH THE PURCHASE OF ANY TICKETS OR THE CANCELLATION, PARTIAL OR COMPLETE, OF ANY ORDERS.

Postponed event

If an event is postponed the tickets will be honoured for the new date of the show. New tickets will not need to be issued. If you cannot make the new date, we cannot cancel the booking or offer any refunds, however we can attempt to sell your tickets on consignment. Details of consignment sales are posted above in the ‘All purchases are final’ section.

DSA

In satisfaction of Article 13 of the Digital Services Act, we have designated LiveTix Group, S.L. as our legal representative in the European Union. Appropriate European Union authorities may contact Live Tix at: DSA-legal-rep@liveticketgroup.com

Site disclaimer

Fanatix is a private secondary ticketing marketplace, incorporated in Madrid, Spain and is not affiliated with Ticketmaster, any box office, artist, sports team or venue. We are not affiliated nor endorsed by any of the artists, teams, venues or organizations listed on this site.

The Buyer Agreement

This legal notice regulates use of the www.fanatix.com portal, which is provided to Internet users by LiveTix Group, S.L., with a Alcorcon (Madrid) address at Avenida de Europa 2 and inscribed at the Madrid Business Register, Tomo 23.491, libro 0, folio 211, section 8, page number M-421.422.

This Buyer Agreement, together with the description of services provided by Fanatix on its invoice, constitutes the entire agreement between the parties and replaces and supersedes all agreements, promises or understandings, whether written or oral, and cannot be modified unless in writing and signed by the General Manager of Fanatix.

Any terms and conditions proposed by you in addition to, or in conflict with this Buyer Agreement, are expressly rejected by Fanatix.

FAQ

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