Art. 1
1. ticket.bg (hereinafter the "Platform") is a specialized platform for the sale of tickets for entertainment activities such as theatrical performances, shows, concerts, festivals and other organized events for entertainment purposes (hereinafter the "Events").
2. These terms and conditions of use (hereinafter the "Rules") apply to all natural and legal persons (hereinafter "User(s)") who have accessed the Platform and/or use its functionalities and/or have purchased tickets for the Events and/or other goods/services offered therein.
3. The Rules regulate the conditions for using the Platform by the Users, the procedure and manner for purchasing tickets for the Events and/or other goods/services offered through it, as well as the rights and obligations of the Users in relation to their use.
4. A condition for purchasing ticket(s) for the Events and/or other goods/services offered by the Platform is providing consent to accept these Rules by the User, whose content they are obliged to familiarize themselves with in advance. These Rules are available on the Platform, in their different versions, and each user has permanent access to the Rules, in the version that was in force at the time when they accepted them.
5. These Rules are applicable and apply to Users simultaneously and regardless of the general and special terms of the Organizer for the specific Event.
6. If you have questions related to a specific Event or to the terms of the Organizer of the Event with which you must agree, Users may contact the organizer of the Event directly.
Art. 2
1. The owner and operator of the Platform is the company "Ticket BG" Ltd., UIC 207736640, with registered office and address of management in гр. София, в.з. Малинова долина, ул. Папур 47 (hereinafter the "Company"). The Company is a commercial company registered under the Value Added Tax Act.
2. As the operator of the Platform, the Company carries out the distribution and sale of tickets for the Events offered through it, as well as other goods/services. More information about the Company's activity can be found on the following web page of the Platform: www.ticket.bg/info/about-us.
3. For all questions relating to the use of the Platform, users may send their inquiries to the following email address for correspondence with the Company: info@ticket.bg or by phone at mobile number +359892410033.
Art. 3
1. Access to the Platform is carried out electronically at the website www.ticket.bg, which is maintained by the Company.
2. Every User who has accessed the Platform can view all Events offered through it. This access to the content of the Platform is free and does not require registration.
3. Every User may create their own account on the Platform. Although creating such a profile is not mandatory, having a user account provides additional advantages to its holders such as chronological tracking of orders placed, storage of and access to purchased tickets, the possibility to print them, a virtual wallet, etc. The user account can be created at any time, while tickets purchased by the User prior to its creation or those purchased by them without using an already existing account are not stored in it.
4. To create a user account, the User must fill in the basic data that are necessary for their identification and for contacting them, namely first and last name, phone number or email address for correspondence. The User is responsible for providing accurate and complete information, as well as for maintaining an up-to-date phone and email address for correspondence.
5. The Company may, at its discretion, limit the User's access to their user account or deactivate it in the following cases:
a. When the User provides false or incomplete information;
b. When the User has not purchased tickets through their user account on the Platform for more than 11 (eleven) months.
c. In case of another violation of these Rules by the User.
6. In the User's account there is an option through which they can download at any time all the information that the Company stores about them and delete their user account, in which case all data provided by them will be erased. When creating a subsequent user account, it will not contain the data that were available in the account deleted by the User.
7. When choosing to purchase ticket(s) for an Event through the Platform without a user account, the User must provide the following data: first and last name, phone and email address.
Art. 4
1. For each Event offered and the tickets that can be purchased for it through the Platform, the following information is available:
- Description of the Event and the tickets offered for it, including the type and main characteristics of the Event, the venue and time of its holding, participants in it, the age restriction for attendance, the name of the Organizer of the event, the price category of the tickets, a scheme of the available free seats for the Events, etc.;
- The applicable general or special terms of the Organizer for the specific Event.
- When ticket(s) are selected for a specific Event and their selectable parameters are modified by the User, information is displayed about the final price of the tickets being purchased, the method and terms of payment, etc.2. When choosing to purchase other goods/services, the user is provided with information about the main characteristics of the good/service and its final price.
2. The prices listed on the Platform are stated in Bulgarian leva and include all taxes and fees, except for bank fees for executing the transaction for purchasing the tickets and/or other goods/services, charged by the User's servicing bank. The price of the tickets and/or goods/services, the administrative service fee and the final price of the order are calculated on separate lines, and bank fees are at the expense of the User according to the terms of their bank.
Art. 5
1. The entertainment events for which tickets are sold through the Platform are organized and held by third parties, indicated as organizers of the specific Event (referred to in these Rules as the "Organizer(s)"), different from the Company. By purchasing a ticket for an Event, the User concludes a contract for access to the specific Event directly with the Organizer of the Event.
2. When selling tickets for a specific Event through the Platform, the Company acts on behalf of and for the account of the Organizer of the Event, on the basis of a contract concluded between the parties for assigning the distribution of the tickets for the Event.
3. The Organizers determine all characteristics of the Event and the conditions under which it will be held, including the venue, date and time of holding, the price/price categories of the tickets, age or other restrictions for attending the respective Event, the cases in which potential changes may occur in its holding, including in the lineup of the artists who will take part in it, in the time and place of its performance, and others.
4. The Organizer of the Event has the obligation to ensure to the holders of the tickets access to the respective event and is responsible for its timely holding and the promised quality of the entertainment service.
5. The name of the Organizer of the respective Event, its registered office and address of management are published on the website www.ticket.bg in the description of the Event. The name of the Organizer is also indicated on the ticket for the Event.
Art. 6
1. The supplier and party to the contract for the sale of other goods/services, other than the tickets under Art. 5, is the Company.
Art. 7
1. To make a purchase of ticket(s) for a selected Event and/or other goods/services offered through the Platform, the User must sequentially perform the following steps:
1.1 Select the Event for which the User wishes to purchase ticket(s);
1.2 After the User has selected an Event, they must press the "Buy ticket" button;
1.3 Modify the selectable parameters of the ticket(s) such as number of tickets, price category, choice of seats, method of payment, etc., after which the User must press the "Go to checkout" button. The tickets selected by the User will be reserved for 10 minutes, within which they must complete their order.
1.4 After selecting ticket(s), log in to their user account or enter an email address, phone number and the first and last name of the recipient, if they have decided to place their order as a guest, without registering on the Platform, as well as verify their identity by entering a verification code received by email.
1.5 Accept these Rules, the Organizer's general and/or special terms of the Event and the privacy policy;
1.6 Before completing the order and when such an option is available, the User has the right to choose whether to add other goods/services related to the Event. For this purpose, a window offering this option appears. The User can choose to view and add additional goods/services to the order or decline this option.
1.6 Select the "Pay now" button;
1.7 Make the payment by following the necessary steps for execution.
2. Until the payment is made, the User has the right to go back through the modules of the order and change the parameters of the ticket(s), goods/services selected by them for the respective Event, the recipient's data, the payment method, etc. After completing the order, such changes cannot be made, which is why the User is obliged to check the accuracy of the information they have entered before purchasing the items they have selected. In this regard, the Company is not liable if the User cannot use the purchased items due to incorrectly entered and selected information by them.
3. Submitting the order for the purchase of ticket(s) through the Platform constitutes a statement by the User for concluding a contract for access to the respective Event by electronic means within the meaning of the Electronic Commerce Act ("Distance Contract") between: a) them and the Organizer of the Event, represented by the Company, when purchasing tickets and/or
b) between them and the Company, when purchasing other goods/services.
4. The Distance Contract is deemed concluded at the moment of receipt of confirmation from the Company of the purchase of the ordered items, which is sent to the User's email address specified by them in their user account or entered when placing an order without registering on the Platform.
5. The purchase confirmation is sent within 24 hours after receipt of the due payment by the Company.
6. The User has the right to reserve and purchase up to 10 tickets for the respective Event with one order.
Art. 8
1. The Company offers vouchers for purchase in various amounts intended for the purchase of tickets for current or future Events of a specific organizer offered on the Platform.
2. A voucher is a tool in electronic form (allowing it to be printed on paper), containing information about the right of its holder to use it to pay for purchases of tickets on the Platform, using for verification a unique code indicated on the voucher.
3. The voucher is valid for 12 (twelve) months from its purchase. If it is not used within the specified period, the User loses the right to use it for purchases on the Platform and is not entitled to claim a refund of its unused value.
4. When purchasing the voucher, the User may provide data for their own name or the name of a third party for whom the voucher is intended. Regardless of the indication of a name, the voucher may be freely provided to third parties without the Company being notified of this. The User agrees that with respect to the Company, the person in possession of the voucher's unique code will be deemed to be the holder of the rights under it. In this regard, the User bears full responsibility and risk that a third party might learn the voucher's unique code and use it, unless they have notified the Company before such use that the code has become known without their knowledge and consent. Upon notification under the preceding sentence, the Company cancels the issued voucher and instead issues a new one for the unused value of the voucher, to the person who purchased the voucher.
5. The voucher can be used for different purchases with a total value equal to the value of the voucher. When using the voucher for a purchase with a value lower than the value of the voucher, the amount spent is automatically reflected in the Platform's system, and the remaining value of the voucher is used by subsequently entering the unique code upon purchase.
6. Except when exercising the statutory right of withdrawal from the purchase, the value of the voucher is not refundable in cash.
7. To purchase a Voucher, the User must access the "Vouchers" section of the Platform and sequentially perform the following steps:
7.1 Select the type of voucher and its desired value;
7.2 Log into their user account or enter an email address, phone number and the first and last name of the recipient, if they have decided to place their order as a guest, without registering on the Platform, as well as verify their identity by entering a verification code received by email. At this step, the names of another person for whom the voucher is intended may be entered.
7.3 Accept these Rules and the privacy policy and select the "Continue;
7.4 Choose a payment method and activate the "Pay now" button;
7.5 Make the payment by following the necessary steps for execution.
7.6 Until the payment is made, the User has the right to go back through the modules of the order and change the parameters of their choice. After completing the order, such changes cannot be made, which is why the User is obliged to check the accuracy of the information they have entered before purchasing the items they have selected. In this regard, the Company is not liable if the User cannot use the purchased items due to incorrectly entered and selected information by them.
7.7 Submitting the order for the purchase of ticket(s) through the Platform constitutes a statement by the User for concluding a contract by electronic means within the meaning of the Electronic Commerce Act ("Distance Contract") between them and the Company.
7.8. The Distance Contract is deemed concluded at the moment of receipt of confirmation from the Company for the purchase of the ordered items, which is sent to the User's email address specified by them in their user account or entered when placing an order without registering on the Platform. The email confirmation also contains the voucher itself, which is also available in the user profile on the Platform.
7.9. The confirmation of the purchase of the voucher is sent within 24 hours after receipt of the due payment by the Company.
Art. 9
1 The ticket(s) and other goods/services selected by the User can be paid by them by debit or credit card – each User can pay by bank with a bank card issued by a Bulgarian or foreign bank, directly, with the transaction currency for card payments being Bulgarian lev, respectively euro, as of 01.01.2026. An administrative fee is charged upon payment for each selected ticket in the amount of 1,02€ /one euro and two cents/. The User is redirected to the Fibank payment system, where they must enter the necessary card data, including card number, expiry date and CVV code. In case of unsuccessful payment under item 1 the User may contact the Company for assistance at the phone or email address specified in Art.2, item 3.
2. When the User has available virtual funds in their Virtual Wallet in their profile, when purchasing ticket(s), these virtual funds will automatically be used to cover (in full or in part) the value of the order. If the value of the requested order exceeds the amount of the available virtual funds, the User must pay the difference up to the full amount due by them by debit or credit card, following the payment instructions.
3. When the User has a voucher pursuant to Art. 8, they can use it to pay for tickets they purchase for Events of the respective organizer for whom the voucher was issued. The voucher is used by selecting the relevant payment option on the Platform and entering the voucher's unique code. If the amount of the purchase exceeds the value of the voucher or the order also contains other items besides tickets, the excess, respectively the value of the other items, is paid by one of the methods specified in points 1 and 2 above.
4.Tickets for the Events offered through the Platform can also be purchased by Users on site at partner cash desks in the ticket.bg network. Tickets purchased from partner cash desks are provided by them on site, on paper, immediately after they are paid for by the User.
5. Users who wish to receive an invoice for the tickets they have purchased must send their request to the Company's email address specified in Art.2, item 3, indicating the order number and date, as well as the following details of the invoice recipient: company name, UIC/BULSTAT, registered office and address of management, Managing Director.
Art. 10
1. The ticket(s) successfully purchased electronically is/are provided to the User together with the confirmation of the order made, sent to the email address they provided, as an electronic document in PDF format, via a link (electronic hyperlink) for direct access to it contained in the confirmation.
2. A ticket purchased physically from a partner cash desk is issued and provided to the User on site, on paper, immediately after it has been paid.
3. The received ticket must be used by the User in accordance with the instructions of the Organizer of the Event to which it relates (for example by printing it, folding it in the indicated way or showing it on the screen of a mobile device).
4. Each User is obliged not to provide their ticket to third parties and to keep it with the necessary care until the completion of the Event to which it relates.
5. The proper storage and use of the tickets purchased by the User is entirely their responsibility. In this regard, the price is not refunded to Users for tickets that are stolen, lost, damaged or forgotten by them.
6. When attending an Event, the User agrees to the general and special terms of the specific event imposed by the Organizer. Violation of these rules may be punished with a warning to leave the hall or other restrictive measures imposed by the Organizer may be taken.
7. Ticket.bg does not undertake to keep the seats of tickets purchased by the User after the beginning of the Event. In order to avoid causing inconvenience and discomfort to the artists and other visitors during the Event, late guests may be seated in the remaining free seats in the hall.
8. Unless otherwise specified on the platform, the other goods/services sold are related to a particular Event and:
8.1 Information about them is contained both in the email confirmation of the purchase and in the code of the ticket itself. To avoid misunderstandings, in the case of the purchase of more than one ticket, the information for all other purchased goods/services is contained in the code of the first issued ticket;
8.2 are delivered at the venue of the Event, with their handover carried out at the entrance to the place where the Event is held. For the purposes of point 2, the Company provides a booth or other appropriately designated place near the entrance where, upon presentation of the ticket, the purchased goods/services are handed over.
Rights and obligations of the User under the Distance Contract. Withdrawal from purchased tickets.
Art. 11
1. Concluding the Distance Contract for the purchase of a ticket ensures the User's right to access and attend the Event, under the terms of the Distance Contract and its annexes (including these Rules, the respective general and special rules of the Organizer). Each User must keep the email sent to them with the confirmation of the purchase made, which contains their rights and obligations in relation to the purchased ticket and its use.
2. The tickets for the Events offered through the Platform are entertainment activities with a specific date of their holding. In this hypothesis, Art. 57, item 12 of the Consumer Protection Act provides an exception to the general rule allowing the Consumer to withdraw from the Distance Contract within 14 days of its conclusion; accordingly, the provisions of Art. 50 - 56 of the CPA do not apply in this case. On the basis of the cited legal ground, the User has no right to withdraw from the concluded Distance Contract, namely to return or exchange the purchased tickets for the Events provided through the Platform.
3. With regard to Distance Contracts for the purchase of vouchers and/or other goods/services, the User has a right of withdrawal under Art. 50 of the CPA, without stating a reason, without owing compensation or a penalty and without paying any costs, under the following conditions;
3.1 The right of withdrawal may be exercised within 14 days from the date of receipt of the purchase confirmation, but no later than the day of the Event when the contract is for the purchase of other goods/services, in connection with the Event.
3.2 The right of withdrawal from the purchase of a voucher can be exercised only if the voucher has not been used.
3.3. The withdrawal may be made by an unambiguous statement, in writing or by electronic message to the contact details specified in Art. 2, item 3, including by filling in and sending the standard withdrawal form – Annex No. 1 to these Rules.
3.4 When the Consumer has exercised their right to withdraw from the Distance Contract, the Company refunds all sums received from the User, with the exception of the bank fees deducted upon transfer, without undue delay and not later than 14 days from the date on which it was notified of the withdrawal from the contract.
Art. 12
1. Every User who registers a user account on the Platform has the "Virtual Wallet" functionality. For already existing user profiles, the functionality is added automatically at the Company's initiative, and the respective Users are notified by email message and/or by a notification in their profile.
2. The Virtual Wallet does not constitute a payment instrument or electronic money within the meaning of the Payment Services and Payment Systems Act. Funds in the Virtual Wallet cannot be loaded directly by the User via bank cards or otherwise.
3. The Virtual Wallet contains virtual funds generated only upon the return of tickets for events canceled or postponed by the Organizer, in the cases under Art.13, item 4.2, item 4.3 and item 5.3.
4. The balance in the User's virtual wallet may be used only within the Platform, namely for purchasing tickets for future events offered through it, and is not transferable to third parties.
5. The User has the right to request payment of the funds accumulated in the Virtual Wallet to a bank account indicated by them by submitting the respective request through their profile on the Platform.
6. If there are funds in the "Virtual Wallet" and grounds for deactivating the account under these Rules, the Company notifies the User by email of the forthcoming deletion of the account and of the available funds. With the notice, the Company grants the User a 30-day period in which to request the transfer of the funds to their bank account or to use them to purchase ticket(s) through the Platform. If the User does not exercise the rights granted to them under the previous sentence, they lose the ability to dispose of the accumulated funds in the "Virtual Wallet" and their account is deactivated. For the accumulated funds from the "Virtual Wallet" a voucher is issued for the purchase of tickets from the Platform, with a validity period of 6 months, which is sent to the User's email. After the expiry of the voucher's validity period, it is deactivated and the User loses the ability to use it.
Art. 13
1. In case of non-performance of the obligations of the Organizer in connection with a specific Event, including if the Organizer cancels or postpones the Event, the latter is liable to the Users who purchased ticket(s) for it and all claims for refund of the price paid, if the same has not been refunded by the Company, as well as claims for payment of compensations on this occasion must be addressed to it.
2. In the event of a dispute between the Organizer and a User in the cases under item 1, the Company has the right to retain the sales price received for the tickets until the dispute is resolved amicably or by the competent authority.
3. If it is established that the User's claim is justified, the Company has the right to refund, on behalf of and at the expense of the Organizer, the price received for the tickets sold for the canceled/postponed Event.
4. In the event of a canceled Event for which the Organizer has expressly provided the Company with the possibility to refund the price of the ticket(s) purchased by the User, the Company notifies the User at the email address provided by them of the cancellation of the Event, as well as that within a specified period they have the right:
4.1. to request from their Profile the return of the paid value of the ticket to a bank account indicated by them;
4.2. to request from their Profile that the value of the ticket be transferred to their Virtual Wallet as virtual funds to be used for future purchases of tickets for events from the Platform.
4.3. If the User does not exercise their right of choice under items 4.1 and 4.2 within the period provided, the Company automatically transfers the value of the purchased ticket as a balance to their Virtual Wallet. The User retains the right subsequently to request payment of the funds to their bank account in accordance with Art.12, item 5.
5. In the event of a postponed Event, the Company notifies the User at the email address provided by them of the postponement of the Event, as well as that they have the right:
5.1. to use the same ticket for the new date of the Event determined by the Organizer;
5.2. to request from their Profile within a specified period the return of the paid value of the ticket to a bank account indicated by them, in cases where the Organizer has expressly provided the Company with the possibility to refund the price of the ticket(s) purchased by the User;
5.3. to request from their Profile within a specified period that the value of the ticket be transferred to their Virtual Wallet as virtual funds to be used for future purchases of tickets for events from the Platform.
5.4. If the User does not exercise any of their rights under items 5.2 or 5.3 within the period provided, it is assumed that the User has chosen to use the ticket for the new date of the Event determined by the Organizer. The Company is not liable if the User does not use the ticket they purchased on the new date of the Event.
6. In the cases under items 4 and 5, only the value of the purchased ticket is refunded to or transferred as a balance to the User's Virtual Wallet, as indicated in the electronic document for it sent to the email provided by the User, or printed on the paper ticket purchased from the partner cash desks in the ticket.bg network. Additional fees paid by the User when purchasing the ticket – administrative fee, any bank fees charged for executing the transaction, etc. are not refundable, as they were charged for services provided by the Platform in connection with processing and administering the order placed and are independent of the specific Event.
7. In case of cancellation, postponement or other change for a specific Event imposed and communicated in a timely manner by the Organizer, the Company sends a notice to each User who purchased a ticket for it to the email address provided by them for contact. The Company is not liable when the User was unable to become informed about the Event canceled/changed by the Organizer and missed the instructions for refund/use of the purchased tickets due to inactivity of the email address provided, if its capacity is full, if the User has deleted their user account or due to another technical reason.
8. In cases where the ticket was purchased with a voucher and there are grounds for refunding the paid amount in accordance with the provisions of this article, the refund is made by issuing a new voucher or, if the voucher has not been used in full, by restoring the value to the balance available on the initial voucher.
9. If the User has purchased other goods/services related to a specific Event and there are grounds for refunding the amounts for the tickets purchased by the User in accordance with the provisions of this article, the Company refunds to the User all sums paid for those other goods/services, excluding the bank fees deducted for the transactions.
Art. 14
By accepting these Rules, the Users give their consent that during the broadcast of the Event for which they have purchased a ticket on television or online they may be recorded by all technical means and the recordings made during or in connection with the event may be used free of charge, without limitation in time and place.
Art. 15
1. The Company carries out its activity in accordance with the Personal Data Protection Act, Regulation (EU) 2016/679 of the European Parliament and of the Council on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (General Data Protection Regulation) and the Personal Data Policy published on the Platform's page, in order to ensure the confidentiality and lawful processing of the personal data collected from the User.
2. Subject to the applicable legislation, the Company may use the User's personal data solely for lawful purposes and takes the necessary technical and organizational measures to protect the provided data from accidental or unlawful destruction, or from accidental loss, from unauthorized access, alteration or dissemination, as well as from other unlawful forms of processing. Detailed information on the purposes of processing and the rights of data subjects is provided in the Personal Data Policy published on the Platform's page, which every User should familiarize themselves with in advance.
3. The Company has the right to use the personal data provided to offer services to the User, to send advertising messages, inquiries, for statistical and any other lawful purposes for which the User's explicit consent has been obtained in accordance with Regulation (EU) 2016/679.
4. By accepting these Rules, the Users give their consent for the Company to collect, process and store the personal data provided by them and to use them for the purposes of the performance of the concluded contracts for the purchase of tickets.
Art. 16
1. Users may submit their complaints against the Organizers of the Events for which they have purchased tickets through the Platform at their registered office and address of management specified in the purchase confirmation sent to the User's email address provided by them in their user account or entered when placing an order without registration on the Platform.
2. Users may submit their complaints against the Company at its registered office and address of management specified in Art.2, item 1 of these Rules. Complaints submitted to the Company are reviewed within one month of their receipt. If the Company deems that the User's complaint is justified, it shall take the necessary measures to remedy the violation.
3. Users may file complaints and alerts against the activities of the Company, as well as against the activities of event organizers, with the Commission for Consumer Protection (CCP), at the address: гр. София, ПК 1000, ул. „Врабча“ №1, етажи 3-5 тел.: 02/9330565, факс: 02/9884218, имейл адрес: info@kzp.bg, website: www.kzp.bg;
4. Consumer disputes between Users and the Company may also be resolved out of court with the assistance of the General Conciliation Commission for reviewing consumer disputes operating at the Commission for Consumer Protection. More information about alternative (out-of-court) dispute resolution and the activities of the conciliation commissions can be obtained from the Commission for Consumer Protection at the address specified in item 3, as well as from the European Consumer Centre at the address гр. София, ул. „Бачо Киро“ № 14, тел. 02 986 76 72, website: www.ecc.bg, email: info@ecc.bg.
5. In the event of a dispute between the Company and the User, the parties will make all necessary and reasonable efforts and actions to resolve it through negotiations and mutual concessions. If it is not possible to reach an agreement, the dispute may also be referred for resolution to the competent Bulgarian court.
Final provisions
Art. 17
The Company does not guarantee the continuous operation of the Ticket.Bg Platform and is not liable for damages caused as a result of technical disturbances and malfunctions in the communication network that lead to temporary stoppage, delay or interruption of the functioning and use of the Platform.
Art. 18
The Company has the right to amend these Rules at any time, with the respective change entering into force upon publication of the amended Rules on the Platform's website. The amendment of the Rules will not affect the rights that Users have acquired under Distance Contracts with the Organizers of Events concluded through the Platform while the amended Rules were in force.
Art. 19
For all matters not regulated by these Rules, the provisions of the applicable Bulgarian legislation shall apply.
Art. 20
The acceptance of these Rules by the User makes them an integral part of the Distance Contract concluded between them and the Organizer of the Event.
Art. 21
These Rules enter into force from the date of their publication on the Platform's website. They were amended on 01.12.2025.