General Information

General Visitor Conditions

ARTICLE 1 - APPLICABILITY

1.1 These General Visitor Terms and Conditions apply to every offer from and to every agreement concluded between Complex BV (registered with the Chamber of Commerce in Maastricht under Chamber of Commerce number 65641566) and the person who (hereinafter referred to as: the “customer”) orders/buys an admission ticket for an event organized by Complex. These general terms and conditions also apply if this agreement is concluded through an (official) sales or pre-sales organization engaged by the company for the event concerned (hereinafter referred to as: “sales channels"). In addition, these General Visitor Conditions apply to everyone who attends any event in the building or on the site, without the person concerned having concluded a direct or indirect agreement with the company.

1.2 In these general terms and conditions, an event is understood to be 'a (music) performances and/or other manifestations in the broadest sense of the word'.  

1.3 In these General Visitor Terms and Conditions, the place where the event is held means the actual location of the event as well as all grounds, spaces, fields, etc. around it, which form part of the complex in which the event takes place.      

1.4 The applicability of any general terms and conditions of the customer is expressly rejected.

ARTICLE 2 - ESTABLISHMENT OF THE AGREEMENT/ACCESS CERTIFICATES

2.1 All offers, (program) announcements, communications or otherwise provided information and quotations by Complex BV or by third parties are without obligation and Complex is not obliged to sell an admission ticket to a customer.       

2.2 The agreement between Complex and the customer is concluded when the customer buys an admission ticket for the event at Complex or a presale channel.          

2.3 An admission ticket may consist of a physical or digital document provided by or on behalf of Complex, provided with a digital code that can be read by a scanner. The digital code is a unique code.           

2.4 The admission ticket is issued once and gives access to one person.         

2.5 The admission tickets are and remain the property of Complex. A valid admission ticket entitles the holder to attend the event. Only the holder of the admission ticket who first shows the admission ticket at the start of the event will be granted access. Complex may assume that the holder of this admission ticket is also the person entitled to it (also know as the customer). Complex is not obliged to carry out further checks with regard to validity of the admission tickets. The customer must ensure that they become and remain the holder of the admission ticket issued by Complex.          

2.6 From the moment the admission ticket is made available to the customer, the customer therefore bears the risk of loss, theft, damage or misuse of the admission ticket. The customer receives the admission ticket from Complex or the sales channels in such condition that the company is able to easily check its authenticity/validity. The customer is obliged to show the admission ticket to Complex in the same condition prior to the event, when asked. If the ticket can no longer be checked for authenticity/validity, for example due to damage, Complex has the right to refuse access.           

2.7 Only purchase through Complex guarantees the validity of the admission ticket. Any complications with regard to the purchase from a sales channel rests with the sales channel or the customer.

2.8 The admission ticket consisting of a physical or digital document provided with a digital code that can be read by a scanner, among other things, is provided to the customer via electronic communication. If the customer has received the admission ticket in this way, the customer must ensure that this admission ticket can be provided via electronic communication and that it can be provided in a secure manner. Complex cannot guarantee the confidentiality of the issued admission ticket or the receipt of the admission ticket.           

2.9 Complex reserves the right to set a maximum to the number of tickets to be ordered per customer, and the customer is then obliged to adhere to the maximum set by the company.          

2.10 The company or the sales channels are entitled to charge the customer a fee on top of the price for the admission ticket to cover the costs involved in the conclusion of the agreement (hereinafter: service costs). Service costs are never eligible for a refund.        

ARTICLE 3 - PROHIBITION ON RESALE

3.1 The customer is obliged to keep the admission ticket for an event to himself and may therefore not resell it, offer it for sale or provide it for commercial purposes.           

3.2 The customer may not in any way advertise or make any (other) form of publicity in connection with the event and/or a part.  If this is done with the intention to sell or resell the admission ticket. Complex's judgment that the intention is to sell or resell is binding.           

3.3 The customer may make his admission ticket available to third parties free of charge. Provided this is not in the context of commercial purposes and he fulfills the obligations imposed on him as a customer, as set out in these General Visitor Conditions, including the prohibition of resale to the person whom he makes the admission ticket available and guarantees Complex that this person complies with the General Visitor Conditions as well.           

3.4 If the customer does not comply with one or more of his obligations, as stated in the previous paragraphs of this article, and/or breaches the warranty, the customer will be charged an immediately payable fine of €10,000,- per violation (per admission ticket) to Complex and a fine of €5,000,- for each day that the violation has continued and continues. Without prejudice to Complex's right to ask compliance and/or (instead of the fine) compensation of the suffered or to claim damage still to be suffered, from the customer.           

3.5 An admission ticket that has been/will be resold and/or is used for commercial purposes can be invalidated by Complex. An invalidated admission ticket does not give the right to access the event, without the customer and/or the holder being entitled to a refund and/or compensation.          

ARTICLE 4 - OTHER OBLIGATIONS OF THE CUSTOMER

4.1 The customer is obliged to identify himself upon first request, both during the visit to the event and when ordering the admission ticket, in order to enable Complex, among other things, to comply with its legal obligations in the context of events. Including the obligation of not providing alcohol to persons under the age of 18. See 'House rules'.             

4.2 Unless organized otherwise by Complex, the customer must be in possession of a valid and undamaged admission ticket both before the start and during the event and as long as he is at the place where the event is being held. He is obliged to show his admission ticket on request to the order staff and other authorized persons of where the event is being held.           

4.3 The customer is obliged, if requested, to cooperate in a body search (including any hand luggage carried) when visiting the event.          

4.4 During the stay of the customer in Complex, the customer must behave in accordance with the house rules of Complex. The customer is obliged to comply with the regulations and/or instructions of the officials designated for this purpose by Complex, the order staff, the fire brigade and other authorized persons.             

ARTICLE 5 - RIGHTS OF COMPLEX

5.1 In case of violation by the customer on one or more of the provisions as mentioned in these General Visitor Conditions, the customer is in violation of law. Complex is entitled to dissolve the purchase with immediate effect and without judicial intervention. and/or can refuse the customer (further) access to the event, for example by invalidating the admission ticket. In the situation(s) referred to in the previous sentence, the customer is not entitled to a refund of the amount that he paid for the admission ticket (including service costs) and/or other compensation. An invalidated admission ticket does not entitle (anymore) to access to the event. Holders of invalidated tickets are not entitled to any refund or compensation in any other way by Complex.           

5.2 Complex is entitled to deny acces for a definite period of time to the customer, who during one or more previous visits to the location where the event is organized, has violated the rules of these General Visitor Conditions or house rules, or if there is any other justified fear of damage by the customer. Complex reserves the right to deny the customer (further) access to the event or to remove it from the place where the event takes place if the company deems this reasonably necessary to maintain peace and order during the event.           

5.3 If it is plausible that the admission ticket has been falsified, Complex is entitled to refuse the holder of this admission ticket (further) access to the event and to make the admission ticket invalid, without the customer or this holder being able to claim any damage he may suffer as a result.           

5.4 The artist, the organizer who has rented the location from Complex, and/or Complex are entitled to make video and/or sound recording of the event and the place where this takes place, including the public, as well as to make it public. People who appear in the recordings already give permission for this by attending the event, without being entitled to any compensation.           

5.5 Complex is entitled to (regular) hours to adapt to occasional exercises in the context of the emergency services (Article 23 Working Conditions Act) or, in the case of an emergency, that Complex deemed necessary, the total or partial evacuation of the place where the event takes place. Such an adjustment of the (regular) opening time does not entitle the customer to a refund of any admission price paid and/or compensation.         

5.6 There is camera surveillance at the place where the event is organized. Camera images are stored for a period of time to be determined by Complex and are made available to the police if necessary.          

5.7 Complex has the right to refuse a customer access to attend the event, without the right to a refund of the paid money and/or compensation, if this is indicated in the opinion of Complex with a view to maintaining order and peace. Even if it occurs after the start of the event.

ARTICLE 6 - FORCE MAJEURE

6.1 Force majeure in these General Visitor Conditions means, in addition to what is understood in this regard in law and jurisprudence, all external causes foreseen or not foreseen, on which the company cannot exert influence, but as a result of which the company is unable to fulfill its obligations. Among other things, force majeure is understood to mean: nuisance, inconvenience and/or unlawful acts caused by third parties, including other visitors and/or performing artists, due to maintenance work, due to the improper functioning of facilities, due to the presence of persons and/or objects obscuring the view, by simultaneous events, and/or by the allocation and distribution of standing or seating. Errors made by third parties in, for example, announcements and/or quotations with regard to the event, also fall under force majeure. In case of force majeure there is no right to a refund and/or compensation.          

6.2 In the event of force majeure in the broadest sense of the word, including in this context illness and/or cancellation of the artist(s), strikes, fire, closure by the government, bad weather conditions, etc. Complex has the right to postpone the event to a later date or cancel the event.           

6.3 If the event is canceled by Complex due to or in connection with force majeure before it has started, Complex will be obliged to offer the customer a new date for the same event or give the customer the option to choose from an equivalent event from and in Complex. If an event has to be canceled due to or in connection with force majeure after it has started, Complex will be obliged to offer a replacement event of its choice.  

6.4 If the event is postponed by Complex as a result of or in connection with force majeure, the admission ticket will remain valid for the new date on which the event will take place. If the customer cannot or does not want to visit the event on the new date, he is entitled to exchange his admission ticket for a new admission ticket for an equivalent, different event from and in Complex.

ARTICLE 7 - LIABILITY OF COMPLEX

7.1 Entering the place where the event takes place and attending the event is done by the customer at his own risk, in the sense that the company is not liable for damage caused by the said entry or attendance, including damage from hearing, vision -and other physical disorders and/or injuries- unless there is intent or deliberate recklessness on the part of Complex.           

7.2 Complex is only liable for direct damage suffered by the customer that is the direct and exclusive result of a shortcoming attributable to Complex. However, if the damage for which the company is insured is eligible, it is in that case only up to the amount that is compensated by the insurer. Complex 's liability is excluded (and is therefore not eligible for compensation):          

1. Damage as a result of the actions of third parties, including tenants of (spaces in or parts of) the place where the event takes place and the persons engaged by these third parties.
2. Damage as a result of non-compliance with instructions given by the officials of Complex and of non-compliance with the house rules.
   • Complex will strive for the program to be carried out as much as possible according to the announced timetable. However, it is not liable for deviations therein and for (possible) damage that may arise as a result for the customer and/or third parties.
   • Complex is furthermore not liable for the content and the manner (quality) of execution of the program of the event, explicitly including the length of the program. Complex is also not liable for changes in the program of an event.
   • Complex is also not liable for damage to the customer caused by loss or damage to the admission ticket.
      

ARTICLE 8 - CONDITIONS FOR USE OF THE COMPLEX WARDROBE

8.1 The use of the wardrobe is at the user's own risk. Title 9 of Book 7 Civil Code regarding “safekeeping” does not apply to agreements between Complex and users of the wardrobe.          

8.2 Complex has the right to refuse delivery of objects in the wardrobe, including objects of an excessive size in Complex's sole opinion. A fixed price is charged for the use of the company's lockers. Except in bags, there must be no objects in it.           

8.3 One receipt in the form of a locker key is issued per item delivered.          

8.4 Complex does not want to enter into a custody agreement for objects (including their content) with a (total) value higher than € 200,-. Objects (including their content) with a (total) value higher than €200,- may not be left at the cloakroom. The person who uses the wardrobe guarantees that the value of an object to be returned does not exceed €200,- and cannot and will not hold Complex liable for loss or damage to an amount higher than €200,-.           

8.5 The liability of Complex is at all times limited to €200,- for each object (including contents) delivered to the wardrobe. Complex is not liable for damage other than damage to or in connection with the loss of an object itself, and therefore not for indirect and/or consequential damage.           

8.6 The customer who places an object in the lockers indemnifies Complex against damage to the (content of) the object delivered.          

8.7 Issued objects will be kept by the company exclusively for the duration of the event in question. The customer is obliged to collect objects stored in the lockers at Complex before leaving the location where the event is being held. When failing, the company has the right not to make a return. 

8.8 In the event of loss of the receipt, Complex will make every effort, after closing time or the end of the event, to find the item in question. If no receipt can be presented, Complex is in no way liable for the consequences thereof.         

ARTICLE 9 - PERSONAL DATA

9.1 Complex processes personal data of customers and visitors to its website(s) in accordance with its privacy statement and in accordance with the Personal Data Protection Act. See also the privacy regulations.            

ARTICLE 10 - FINAL PROVISIONS

10.1 These General Terms and Conditions for Visitors and any agreement between the customer and Complex are governed by Dutch law.        

10.2 All disputes that arise as a result of these General Visitor Conditions, the agreement between Complex and the customer or any agreement resulting therefrom, will be settled exclusively by the competent court in the Netherlands.