Applicable Terms to the Festival and Tickets Sales

TERMS AND CONDITIONS APPLICABLE TO THE FESTIVAL AND TICKET SALES

1. FESTIVAL DETAILS

Festival: elrow XXL @ Espacio Norte

Date/Time: 28 November 2026, from 14:00 to 01:30 on 29 November 2026 (last admission at 00:30).

Schedules may be subject to change.

Organising Entity:

ENTRETENIMIENTO MUSICAL IBERIA, S.L., UNIPERSONAL, with registered office in Bilbao (48001), Bizkaia, Gran Vía de Don Diego López de Haro, 1, 11th floor, registered with the Bizkaia Commercial Registry, Volume 6,211, Folio 55, Sheet No. BI-81.268, Entry 1, and Tax Identification Number B-72.470.321.

Contact E-mail: info@elrowfamily.com

Telephone: +34 932 063 034

Venue: Espacio Norte (Murcia (30009), C/ Nueva Condomina 6, 27V)

Authorised Sales Channels:

Online sales

Ticketing platform: Enterticket

This Authorised Sales Channel is operated by third parties and therefore the sales process is governed by the terms and conditions of their platform.

The purchase of a Ticket through this Authorised Sales Channel entails the application of a booking fee, which must be paid when purchasing the Ticket (11% of the Ticket price).

The purchased Ticket will only be available for download 24 hours before the Festival date. For any issues with your Tickets, please contact the relevant Authorised Sales Channel through the contact channels it provides.

If you purchase several Tickets, you may assign each Ticket to its final user free of charge during the purchase process. Once purchased, Ticket assignments or transfers may incur a fee, which, where applicable, will be announced on the Website.

Additionally, the Organising Entity may authorise the sale of Ticket + accommodation packages through certain platforms, which will be announced on the Website as the organisation of the Festival progresses. These sales will be made directly by the relevant platform, although the purchase, possession and use of the Ticket shall be subject to these Festival General Terms and Conditions.

Box office sales:

Provided that the Festival is not sold out and tickets remain available, tickets for the categories that are still available will be sold on the day of the Festival at the box offices located at the entrances to the Venue.

Payment methods accepted within the Venue:

THE FESTIVAL IS CASHLESS. THE ONLY METHOD OF PAYMENT FOR PURCHASES AND OTHER GOODS AND SERVICES WITHIN THE VENUE IS THE CASHLESS SYSTEM (a payment system using a pre-loaded wristband).

The cashless service provider, top-up procedures and payment systems applicable at each point of sale will be announced on the Website as the organisation of the Festival progresses.

Cost: use of the Cashless system is free of charge for Attendees. Recovering any unused balance from your wristband may incur a fee, which, if applicable, will be announced on the Website as the organisation of the Festival progresses.

Certain points of sale may operate exclusively by card.

The Organising Entity reserves the right to modify the payment methods applicable to the Event.

Reusable cup policy:

As part of our commitment to sustainability and the environment, a reusable cup policy has been implemented. When an Attendee orders their first drink, they must purchase a reusable cup, the price of which will be announced on the Website as the organisation of the Festival progresses (the cup must be kept throughout the Festival). If it is lost, a new one must be purchased.

The reusable cup is not returnable at the end of the Festival. When leaving the Festival, if the Attendee does not wish to keep the cup, it may be deposited in the recycling containers.

Accessibility: a form for accessibility-related enquiries will be made available on the Website. Until the form is available, you may contact us at info@elrowfamily.com with any enquiries.

Website: www.elrow.com

2. ACCEPTANCE OF THE TERMS AND CONDITIONS

These FESTIVAL GENERAL TERMS AND CONDITIONS (hereinafter, the “Terms and Conditions”) apply to the Festival.

It is very important that you carefully read these Terms and Conditions before placing any order for Tickets to the Festival, since by PURCHASING, HOLDING, USING OR INTENDING TO USE any Ticket for the Festival, YOU FULLY ACCEPT THESE TERMS AND CONDITIONS AND AGREE TO BE BOUND BY THEM.

Accordingly, if you do not agree to each and every one of the Terms and Conditions, you must not purchase, hold, use or intend to use a Ticket.

For all matters relating to the personal data you provide as a user of our Website or during the purchase process, please refer to the Privacy Policy available on the Website.
Your use of our Website, from the moment you access it, grants you the status of user and implies your acceptance of the provisions included in the Legal Notice and Terms of Use available on the Website.

3. DEFINITIONS

The following definitions apply to these Terms and Conditions to facilitate a better understanding of them:

Attendee: The person who, having purchased a Ticket through the Authorised Sales Channel, attends the Festival.

Authorised Sales Channel: The sales channel or channels through which Tickets for the Festival may be purchased, which are EXCLUSIVELY those detailed in Section “1. FESTIVAL DETAILS”.

Cashless: Payment system using a wristband.

Access Conditions: The conditions for access to and remaining at the Festival detailed in Section “6.4. RIGHT OF ADMISSION”.

Festival Conditions: The information about the Festival available on the Website, including the general description of the Festival (Venue map, schedules, accessibility and other relevant information). The information is updated as the Festival date approaches.

Organising Entity: The entity promoting and organising the Festival, whose details are set out in Section “1. FESTIVAL DETAILS”.

Ticket: The ticket purchased through the Authorised Sales Channel allowing access to the Festival.

Festival: The festival identified in Section “1. FESTIVAL DETAILS”.

Booking Fees: The amount charged to the purchaser of a Ticket when completing the purchase through an online Authorised Sales Channel for the remote sales service, amounting to 11% of the price of each Ticket.

Ticket Categories: The different types of Tickets available for access to the Festival.

Wristband: The wristband that each Attendee must obtain at the Festival access lanes (by exchanging their Ticket). The Wristband incorporates the device that functions as a wallet and allows payment through the Cashless system.

Top-up Points: The points located within the Venue where Attendees may top up their Wristband wallet (Cashless system).

Venue: The venue where the Festival takes place, the address of which is set out in Section “1. FESTIVAL DETAILS”.

Terms and Conditions: These FESTIVAL GENERAL TERMS AND CONDITIONS.

Website: The website containing the Festival Conditions, the link to which can be found in Section “1. FESTIVAL DETAILS”.

4. TICKET AND WRISTBAND

All Tickets and Wristbands shall remain the property of the Organising Entity.

4.1 TICKETS

4.1.1 TICKET CATEGORIES

The different Ticket Categories for the Festival will be available through the Authorised Sales Channel.

Not all Ticket Categories are put on sale at the same time, and therefore this information may vary depending on when you access the Authorised Sales Channel.

IMPORTANT INFORMATION: Each Ticket Category determines the additional benefits to which it entitles the holder, in addition to access to the Festival itself (for example, access to the Venue through a fast-track lane, access to VIP standing platforms, access to VIP areas, or access to the backstage area of a particular stage, among others).

It is very important that you carefully read the information provided on the Website and through the Authorised Sales Channel in order to choose the Ticket Category you wish to purchase. By purchasing a Ticket, the user declares that they have read, understood and accepted all information relating to the Ticket Category purchased.

It is the user's responsibility to check age restrictions, accessibility conditions and all other Terms and Conditions and Festival Conditions.

The Organising Entity reserves the right to modify the prices of each Ticket Category at any time. Tickets shall be charged according to the rate applicable at the time of purchase through the Authorised Sales Channel.

4.2 AUTHORISED SALES CHANNEL

Only Tickets purchased through the Authorised Sales Channel shall be valid.

IMPORTANT: The Organising Entity IS NOT responsible for Tickets purchased through any channel other than the Authorised Sales Channel (including through resale outside the ticketing platform).

4.3 RESALE AND/OR PROMOTIONAL USES

Tickets are nominative and for personal use. Tickets may be assigned free of charge to their final user during the purchase process through the means enabled on the ticketing platform itself. Once purchased, Ticket assignments or transfers may incur a booking fee which, where applicable, will be announced on the Website as the organisation of the Festival progresses.

Tickets may only be resold through the Authorised Sales Channels themselves (where this option is enabled for the Event). Any other form of resale is prohibited and may result in cancellation of the Ticket without refund or compensation and/or denial of access to the Festival or expulsion from the Venue of the Ticket holder/bearer.

HOLDING A TICKET DOES NOT ENTITLE THE HOLDER OR ANY THIRD PARTY TO USE IT FOR ADVERTISING, MARKETING OR PROMOTIONAL PURPOSES (INCLUDING COMPETITIONS, GIVEAWAYS, RAFFLES OR COMBINED SALES WITH OTHER GOODS AND SERVICES), unless expressly authorised in writing by the Organising Entity. FAILURE TO COMPLY WITH THIS PROVISION SHALL REQUIRE THE ADVERTISER AND/OR UNAUTHORISED USER TO PAY A PENALTY EQUIVALENT TO ONE THOUSAND PER CENT OF THE TICKET PURCHASE PRICE, without prejudice to the Organising Entity's right to claim compensation for any damages caused.

4.4 WITHDRAWAL, CHANGES OR REFUNDS

Once your Ticket has been purchased, no changes or refunds will be accepted, except in the cases provided for in Section “13. CANCELLATIONS”.

The purchaser of a Ticket shall not have the right to withdraw from an online purchase, as the exception provided for in Article 103.l of the Spanish General Law for the Protection of Consumers and Users shall apply.

4.5 FRAUDULENT TICKETS

The Organising Entity warns that it has implemented technical procedures capable of detecting duplicate or counterfeit Tickets. The Organising Entity shall have the right to deny access to the Venue to the bearer of a Ticket if any irregularity is detected. Any fraudulent use of a Ticket shall be pursued in accordance with applicable law.

Any Ticket sold, transferred, used or assigned in breach of these Terms and Conditions may be cancelled, and access may be denied or the person attempting to use or using such Ticket may be expelled from the Venue (without the right to a refund or compensation).

4.6 TICKET-RELATED ISSUES

For any issue concerning your Ticket, please contact:

Issues relating to obtaining, downloading or assigning the Ticket to the final user (before the Festival begins): contact the Authorised Sales Channel through which you purchased your Ticket.
Issues arising once the Festival has started: additionally, an incident management point will be available at the Venue, located next to the Festival access lanes.

5. WRISTBANDS

5.1 OBTAINING THE WRISTBAND AT THE FESTIVAL ACCESS POINTS

To enter the Festival Venue, you must exchange your Ticket at the Festival access lanes for a Wristband.

To do so, you must present your Ticket to the access control staff in one of the following formats:

E-ticket (electronic PDF) on your mobile device: in this case, it is your responsibility to ensure that your mobile device is operational and working properly, and that the Ticket has been downloaded.
Printed on paper: in this case, it is your responsibility to keep the Ticket in good condition and ensure that the QR code it contains is visible and legible to the Ticket scanning systems.

For security reasons, photographs displayed on a mobile device of a Ticket previously printed on paper will not be accepted.

Tickets that have been altered, torn, show signs of forgery or present any type of irregularity will not be accepted.

5.2 FITTING, KEEPING AND USING THE WRISTBAND

The Wristband will NOT be handed to the Attendee. It will be fitted by the access control staff. Therefore, each Attendee must personally obtain their Wristband at the access lanes, and Wristbands may not be collected on behalf of other persons.

There is one Wristband per Ticket. Once your Ticket has been exchanged, you must keep your Wristband (fitted at the access lane) throughout the Festival.

Any tampering with or exchange of Wristbands is prohibited.

The Wristband is the only valid item authorising the Attendee to access and remain within the Venue.

The Organising Entity shall not be responsible for the breakage, loss or improper handling of the Wristband. It is the Attendee's responsibility to keep it at all times, as its loss, tampering or breakage will result in the inability to access or remain within the Venue.

It is the Attendee's responsibility to ensure that the Wristband is properly closed when it is fitted, as a broken or tampered Wristband will under no circumstances be exchanged or replaced.

IT IS VERY IMPORTANT THAT YOU KEEP YOUR WRISTBAND THROUGHOUT THE FESTIVAL AND AFTER IT HAS ENDED. DO NOT THROW YOUR WRISTBAND AWAY WHEN LEAVING THE FESTIVAL – YOU WILL NEED IT TO RECOVER ANY UNUSED BALANCE IN YOUR CASHLESS WALLET – SEE SECTION “7. PAYMENT SYSTEMS PERMITTED WITHIN THE VENUE”.

5.3 WRISTBAND-RELATED ISSUES

For any issue concerning your Wristband, please go to the Cashless incident desk located inside the Venue.

6. AGE REQUIREMENTS FOR ACCESSING THE FESTIVAL

The minimum age for accessing the Festival is 18 years old. Minors will not be permitted to enter.

The Organising Entity reserves the right to request that the Attendee presents their national identity card, passport or equivalent official documentation proving their age, both at the Venue access points and subsequently inside the Venue.

Any breach of the age restrictions may result in access to or continued presence at the Venue being denied to the Ticket holder or user, without any right to a refund or compensation.

7. ACCESS TO THE VENUE AND RIGHT OF ADMISSION

7.1 WRISTBAND REQUIRED AND MUST BE IN GOOD CONDITION

To access the Venue, you must have your Wristband properly fitted around your wrist. Access to or remaining within the Venue without a Wristband, or with a Wristband that has visibly been tampered with, damaged or broken, will not be permitted.

7.2 ITEMS NOT PERMITTED IN THE VENUE

The Organising Entity may restrict entry to the Venue of any object that may be dangerous, unsafe, unhealthy or whose use may contravene these Terms and Conditions.

In accordance with applicable legislation, Attendees (and any bags, handbags, backpacks or similar items they wish to bring into the Venue) may be searched by Festival security staff in order to prevent such objects from being brought inside.

The following is an indicative list of items not permitted inside the Festival Venue:

Aerosols or other containers containing or holding gas.
Weapons or objects that could produce similar effects, such as sharp, pointed or cutting objects, or any items deemed dangerous to safety (including selfie sticks).
Flags, banners, posters or other propaganda materials containing (i) political propaganda, (ii) religious propaganda, (iii) discriminatory messages based on race, gender, age, nationality, culture, religion, sexual orientation or any other grounds, whether or not such grounds are considered exclusionary, (iv) defamatory, libellous, aggressive or hate speech, or messages intended to disturb public order, or (v) any other type of message or propaganda considered inappropriate for a festival.
THE FESTIVAL IS NOT ASSOCIATED WITH ANY POLITICAL, IDEOLOGICAL OR RELIGIOUS SYMBOL.
Bags, handbags, backpacks or similar items exceeding 35 x 20 x 12 cm or with a capacity exceeding 10 L.
Professional cameras or other professional audio-visual recording equipment.
Food and/or beverages. Food or beverage containers (such as Tupperware, canteens or flasks) will also not be permitted. Please refer to Section “9. FOOD AND BEVERAGE SALES POINTS” for information about the offer available inside the Festival.
Drones.
Drugs, other illegal substances or other substances considered unsafe for consumption, including new psychoactive substances (commonly known as “legal highs”) and/or nitrous oxide, also known as laughing gas, and/or any equipment used for the production of such substances.
Items that may interfere with Festival shows and activities or disturb other Attendees, including: (i) megaphones, vuvuzelas, horns or other similar objects capable of producing loud noise; (ii) laser pointers or flashlights; (iii) firecrackers, flares, fireworks or other pyrotechnic articles; (iv) portable communication devices such as walkie-talkies, jammers, radio scanners or similar devices; (v) high-visibility clothing; (vi) helium balloons or other items positioned above the general audience that may obstruct the visibility of shows and performances.
Furniture or similar items such as umbrellas, parasols, chairs (folding or otherwise), tables (folding or otherwise), barbecues or tents.
Glass objects.
Vehicles of any kind, including bicycles, motorcycles, skateboards, scooters or personal motorised vehicles. For persons with special needs, please complete the form referred to in Section “1. FESTIVAL DETAILS”.
Portable fans (regardless of size), except handheld fans.

The Organising Entity shall not be responsible for any prohibited object or other items deemed inappropriate or unsafe that are confiscated in order to allow entry to or continued presence within the Venue.

If security staff detect any of these prohibited items inside the Venue, the Attendee will be escorted out of the Venue in order to remove the prohibited item.

By way of example and without limitation, the following items ARE permitted:

Small bags, belt bags, backpacks or handbags (maximum dimensions of 35 x 20 x 12 cm and maximum capacity of 10 L).
Caps, sunglasses, fans and sunscreen (containers no larger than 50 ml).
Tobacco / electronic cigarettes – maximum 2 vapes per person. Their use will only be permitted in outdoor areas.
Vehicles required for accessibility by persons with reduced mobility, provided that the Attendee has previously contacted the Organising Entity via the contact email indicated in Section “1. FESTIVAL DETAILS” and has followed the Organising Entity's instructions.

7.3 ACTIVITIES/CONDUCT NOT PERMITTED AT THE FESTIVAL

Any activity or conduct that the Organising Entity considers dangerous, unsafe, unhealthy or contrary to these Terms and Conditions is prohibited.

The following is an indicative list of activities and/or conduct not permitted at the Festival:

Aggressive or violent behaviour, behaviour causing disturbances or disorder, or publicly inciting hatred, violence or discrimination on the grounds of birth, race, sex, religion, opinion, disability, sexual orientation, gender identity or any other social or personal condition or circumstance, which endangers public order or hinders the normal running of the Festival (or any activity or show taking place as part thereof). THE FESTIVAL IS COMMITTED TO THE WELL-BEING OF ALL ITS ATTENDEES.
Activities that are disruptive to other Attendees, unhealthy, harmful, dangerous or unlawful, or that may constitute a criminal offence.
Climbing onto or remaining on fences, barriers, trees, bushes, walls, safety elements (including stone or concrete separators), attractions, temporary structures, exhibitions, buildings or other elements or structures of the Festival that are clearly not intended for Attendees to climb onto or remain on.
Climbing onto or remaining on another Attendee's shoulders.
Carrying items that may disturb other Attendees or partially or completely obstruct their view of any artistic performance.
Entering or attempting to enter restricted areas, areas not open to the general public, or areas to which the purchased Ticket Category does not grant access.
Crowd surfing and moshing (pogo), or other similar activities considered unsafe for the general public.
Activities intended to cause or that may cause fires, participating in fires, or throwing objects into or onto a fire.
Smoking in enclosed spaces or other areas where smoking is not permitted.
Engaging in activities intended as political or religious propaganda. THE FESTIVAL IS NOT ASSOCIATED WITH ANY POLITICAL, IDEOLOGICAL OR RELIGIOUS SYMBOL.
Engaging in activities intended for (i) the promotion of any goods or services, or (ii) the acquisition of customers, members or affiliates for any type of organisation or entity, whether or not for profit, except where expressly authorised by the Organising Entity as part of the organisation and operation of the Festival.
Street vending or any other commercial activity, except those expressly contracted/authorised by the Organising Entity as part of the organisation and operation of the Festival. In the event of a breach, the Organising Entity shall be entitled to impose a penalty equivalent to ONE THOUSAND PER CENT OF THE PRICE that would apply to a comparable sponsorship or street-vending agreement, without prejudice to the Organising Entity's right to claim compensation for damages caused.
Audio-visual recording of any Festival performances or shows for commercial or promotional distribution through any medium without authorisation from the Organising Entity.
Attempting to make payment by any method other than the payment methods permitted and identified in Section “1. FESTIVAL DETAILS”.

7.4 RIGHT OF ADMISSION

The Organising Entity reserves the right of admission.

Admission to and continued presence within the Festival Venue are conditional upon compliance with the following Access Conditions:

Compliance with the age requirements established in Section “6. AGE REQUIREMENTS FOR ACCESSING THE FESTIVAL”.
Possession and proper maintenance of the Wristband in accordance with Section “7.1 WRISTBAND REQUIRED AND MUST BE IN GOOD CONDITION”.
Not possessing or bringing into the Venue any of the items listed in the indicative List of Prohibited Items included in Section “7.2 ITEMS NOT PERMITTED IN THE VENUE”.
Not engaging in any of the activities/conduct listed in Section “7.3 ACTIVITIES/CONDUCT NOT PERMITTED AT THE FESTIVAL”.
Compliance with all other rights and obligations included in these Terms and Conditions, established to ensure both the proper enjoyment of the Festival by all Attendees and the safety of all staff and artists working at the Festival.

In particular, the Organising Entity reserves the right to deny access to or continued presence within the Venue to Attendees who:

Contravene the Organising Entity's objective instructions (and, in particular, those of the Festival security staff) generally applicable to the public and intended to ensure the proper development and operation of the Festival and the safety and well-being of Attendees, artists and workers.
Engage in behaviour or conduct that is not permitted, as described in Section 7.3 above. In particular, the Organising Entity reserves the right to deny access to the Venue to any person who (a) behaves aggressively or violently, causes disturbances or disorder, or publicly incites hatred, violence or discrimination at the entrance to or around the Venue (without requiring such conduct to have taken place inside the Venue), (b) causes disturbance to other Attendees or persons inside the Venue, or (c) hinders the normal running of the Festival.
Attempt to bring in, bring in, carry or use any type of weapon or object that could produce similar effects, such as sharp, pointed or cutting objects or any item deemed dangerous to safety, or any illegal substance. This is without prejudice to the right to deny access to any Attendee attempting to bring in any of the items listed in the indicative List of Prohibited Items in Section 7.2.
Show signs of intoxication or be consuming drugs or narcotic substances, or show signs of having consumed them. Be in possession of or trafficking in drugs or other narcotic substances.
Fail to comply with the age-related conditions and/or requirements.

Denial of admission or expulsion from the Venue pursuant to this section shall not entitle the Attendee to a refund of the Ticket price. It may also result in the immediate removal of the Wristband, which shall remain in the possession of the Organising Entity and may not be reused.

7.5 CAPACITY

The Venue and its various areas have a limited capacity, which will be controlled by Festival staff. Once the capacity limit is reached, access will be suspended. Persons may only enter the Venue when capacity is not full. Likewise, Attendees holding a Ticket Category granting access to a specific area within the Venue may only enter when that area's capacity has not been reached. Consequently, the Organising Entity shall under no circumstances be responsible for the inability of certain Attendees to access the Venue or a specific area at a particular time if the relevant capacity limit has been reached.

7.6 RE-ENTRY

FOR SECURITY REASONS, TEMPORARY EXIT FROM THE VENUE DURING THE FESTIVAL IS NOT PERMITTED. ONCE AN ATTENDEE LEAVES THE VENUE, THEY WILL NOT BE ALLOWED TO RE-ENTER.

7.7 ACCESS FOR ANIMALS TO THE VENUE

As a general rule, animals are not permitted inside the Venue. For persons with special needs, please complete the form referred to in Section “1. FESTIVAL DETAILS”.

8. PAYMENT SYSTEMS PERMITTED WITHIN THE VENUE

The only payment systems accepted within the Venue are those identified in Section “1. FESTIVAL DETAILS”.

NO PRODUCT OR SERVICE WITHIN THE VENUE MAY BE PAID FOR USING ANY PAYMENT METHOD OTHER THAN THOSE INDICATED IN SECTION “1. FESTIVAL DETAILS”.

Control and security staff may expel any Attendee who makes or attempts to make payment for goods or services within the Venue in breach of this provision.

8.1 CASHLESS

The Cashless system (payment by Wristband) within the Venue is operated by a third party. Use of this system necessarily entails acceptance of the terms and conditions of that platform.

The Wristbands used for access to the Festival contain a technological device that functions as a wallet and allows Attendees, after topping up their balance, to purchase products and services within the Festival. Accordingly, Attendees will pay for purchases, products or services within the Venue by scanning the chip in their Wristband, except at those points where payment by card or cash is permitted, as indicated in Section “1. FESTIVAL DETAILS”.

Use of the Cashless system is free of charge for the Attendee, without prejudice to:

The fee applied when recovering unused balance.
Any bank fees charged by the Attendee's own financial institution.

The systems available for topping up the Wristband balance are those indicated in Section “1. FESTIVAL DETAILS”.

KEEP YOUR WRISTBAND AFTER THE FESTIVAL SO THAT YOU CAN RECOVER ANY UNUSED BALANCE: Once the Festival has ended, you will receive information on the procedure and deadlines for recovering any unused balance from your Wristband. It is very important that you follow the steps indicated in order to recover the balance. Please also note that:

Unused balance cannot be recovered immediately. Refunds will be processed after the Festival, once the refund procedure has opened, within approximately 15 business days from the end of the period available for requesting refunds.
IT IS THE ATTENDEE'S RESPONSIBILITY TO REQUEST A REFUND of any unused balance. Refunds will not be made unless they have been previously requested.
To request a refund, you will need the CODE SHOWN ON YOUR WRISTBAND.
It is the Attendee's responsibility to provide all information required to process the refund correctly and within the applicable timeframe.
Once requested, a refund is NOT immediate. Both the Cashless operator and the Organising Entity will work to ensure that Attendees who have requested a refund of their unused balance receive it as soon as possible. However, the process may take some time. For information purposes only, the average processing time is approximately 15 business days from the closing of the period for requesting refunds. This period may be affected by various circumstances, including, without limitation, incomplete or incorrect information provided in the request, non-Spanish bank accounts or cards, or any other technical or other issue.
RECOVERING UNUSED BALANCES INCURS A FEE for the Attendee, which will be deducted from the amount to be refunded, without prejudice to any bank fees charged by the Attendee's own financial institution.
Unused balances will under no circumstances be refunded in cash. They will be transferred to the bank account or credit/debit card provided by the Attendee.

9. FOOD AND BEVERAGE SALES POINTS

In order to ensure the safety, hygiene and health of Attendees (including food safety), food and beverages may not be brought into the Festival Venue.

The Venue will have:

Free drinking water points.
Food and beverage sales points offering a wide range of food as part of the Festival experience. The food offering will include omnivorous, vegetarian, vegan and gluten-free options.

9.1 LOCKERS AND CLOAKROOM

If the Organising Entity makes a Cloakroom or Locker service available to Attendees within the Venue, where Attendees may leave their belongings AT THEIR SOLE RESPONSIBILITY during the Festival, the following shall apply:

Using the Cloakroom or Lockers is NOT free of charge. The Attendee must pay the applicable fee each time they wish to use the service.
The Organising Entity SHALL UNDER NO CIRCUMSTANCES BE LIABLE for any belongings left by Attendees in the Cloakroom or Lockers, including theft, loss or damage.
To collect belongings:
Cloakroom: the Attendee must go to the Cloakroom with the identifier provided by the Cloakroom staff when the belongings were deposited. Cloakroom staff will only return the items properly placed on the hangers associated with that identifier. Attendees are strictly prohibited from entering the Cloakroom area. If an Attendee removes an item from the Cloakroom and wishes to leave it there again, they must pay the applicable fee again.
Lockers: Lockers operate on a self-service basis. The Attendee may only open the Locker using the token, code or system provided when the belongings were stored.
The Organising Entity does not guarantee that there will be availability in the Cloakroom or Lockers, as space is limited.

At the end of the Festival, any items that have not been collected by Attendees will be treated as lost property. For further information, please consult the Website or contact the Organising Entity via the Contact E-mail.

10. TRANSPORT AND PARKING

Travel to the Festival and vehicle parking are at the Ticket holder's own expense and risk.

As part of our commitment to the planet and the environment, we encourage and recommend the use of public transport.

11. CHANGES TO THE FESTIVAL CONDITIONS

The Festival consists of a variety of artists and performances.

The Organising Entity will endeavour to maintain the Festival line-up and the proposed Festival and artist schedules. However, all of these may be subject to change at any time and without prior notice, whether due to the Festival's own requirements or circumstances beyond the Organising Entity's control.

Accordingly, the Organising Entity reserves the right to modify, suspend or alter any of the activities and performances included in the Festival line-up. Such changes shall under no circumstances entitle the Ticket holder to a refund or reimbursement of the Ticket price.

Where possible, changes before and during the Festival will be announced through the Website and the Organising Entity's Social Media channels.

12. CANCELLATIONS

12.1 FULL CANCELLATION OF THE FESTIVAL

In the event of the full cancellation of the Festival:

The Organising Entity will notify Ticket purchasers as soon as possible. It is the purchasers' responsibility to find out whether the Festival has been postponed, rescheduled or cancelled and, where applicable, the new date or Venue where it will take place.
The Ticket price will be refunded to Attendees.
In the event of rescheduling, the Organising Entity may offer purchasers the option of keeping their Ticket for the rescheduled Festival.
IT SHALL BE THE RESPONSIBILITY OF THE TICKET PURCHASER TO REQUEST THE REFUND, within the timeframe and in the manner indicated by the Organising Entity, and to provide all information required by the Organising Entity for this purpose.

12.2 PARTIAL CANCELLATIONS

If it becomes necessary to suspend or partially cancel the Festival due to (i) unforeseen circumstances, (ii) force majeure and/or (iii) any other circumstances beyond the Organising Entity's control that make cancellation advisable (such as safety reasons, weather alerts, prudence and/or risk to third parties), no refund will be available.

This applies to:

The Festival being stopped or not completed after it has begun.
A delay to the Festival start time.

Poor weather conditions and changes to schedules during the Festival shall also not entitle the Ticket holder to a full or partial refund or reimbursement of the Ticket price.

13. COVID-19 AND OTHER VIRUSES OR COMMUNICABLE DISEASES

The Ticket purchaser acknowledges the known and potential risks associated with the virus known as COVID-19 and other easily transmissible viruses or diseases and understands that: (a) such risks increase with proximity to other people; (b) such risks cannot be completely eliminated in the context of the Festival; (c) there is an inherent and elevated risk of exposure to COVID-19 (or other easily transmissible viruses or diseases) in any public place or location where people are present; and (d) there is no guarantee, express or implied, that they will not be exposed to COVID-19 or other communicable viruses or diseases if they enter the Festival Venue.

The Organising Entity reserves the right, at its sole discretion, to introduce, modify or remove measures relating to COVID-19 and other easily transmissible viruses or diseases at any time, before or during the Festival, particularly in response to guidelines, recommendations or legislation issued by the competent authorities.

The Organising Entity reserves the right to deny access to or expel from the Venue any person who refuses to comply with the measures applicable to the Festival in relation to COVID-19 or other easily transmissible viruses or diseases.

14. RECORDINGS DURING THE FESTIVAL

14.1 RECORDINGS BY ATTENDEES

Attendees acknowledge and accept that the Organising Entity owns and holds all intellectual property, industrial property and any other rights, including image rights, arising directly or indirectly from performances (artistic or otherwise) taking place in connection with the Festival, without territorial or temporal limitation and subject only to the limitations established by applicable Intellectual Property Law.

The capture, fixation or recording of images or sounds for any commercial purpose is strictly prohibited.

The Organising Entity may expel any person who breaches the above obligation, without this giving rise to any right to a refund of the Ticket price.

14.2 RECORDINGS BY THE ORGANISING ENTITY OR OTHER FESTIVAL COLLABORATORS

There may be personnel with cameras (both photographic and video) and other professional image and sound recording equipment within the Venue, as well as members of the media. All such professionals are authorised to make recordings and capture visual, audio and audio-visual material, which may be published or publicly disseminated by the Organising Entity or authorised third parties through any media, including television, social media, websites, etc.

By entering the Festival, you accept that you may be photographed, filmed or included in a sound recording, as well as the dissemination of such photographs, videos or recordings through any medium, without territorial or temporal limitation. For this purpose, Attendees expressly and free of charge authorise the capture and recording of their image and/or voice during the Festival and its subsequent dissemination by the Organising Entity or third parties authorised by it through any media, expressly consenting to the promotional and/or commercial use of the images captured.

15. DATA PROTECTION

Personal data provided when purchasing a Ticket or as a user of the Website will be processed in accordance with the Privacy Policy available on the Website and applicable personal data protection legislation. In particular, the Organising Entity may process your data for purposes related to Ticket sales and to inform you, through any medium, about services, products and promotions offered by the Organising Entity, unless you indicate otherwise.

For any enquiry or exercise of your rights, you may contact us using the contact email indicated in Section “1. FESTIVAL DETAILS”.

When you use a ticketing platform operated by a third party, you must also read and accept that platform's privacy policy.

16. LIABILITY OF THE ORGANISING ENTITY AND LIMITATIONS

Attendance at and access to the Festival are at the Attendee's own risk. The Organising Entity shall under no circumstances be liable (except in cases of legal breach or gross negligence) for any losses, injuries or damages, whether direct or indirect, that may be suffered in connection with the Festival, whether inside or outside the Venue.

The Organising Entity's total maximum liability shall under no circumstances exceed the price of the Ticket purchased, excluding Booking Fees. The Organising Entity shall not be liable for any other expenses associated with attending the Festival, such as travel, accommodation or subsistence expenses, nor for the value of any items that may be damaged, lost or stolen during the Festival.

If an Attendee or Ticket holder is denied access to or expelled from the Venue for any of the reasons established in these Terms and Conditions, the purchased Ticket (or Wristband, as applicable) shall cease to be valid, without giving rise to any right to a refund or reimbursement of any amount, without prejudice to the right to request a refund of unused balances under the Cashless system.

17. WARNINGS AND RECOMMENDATIONS

By purchasing a Ticket and/or attending the Festival, you acknowledge and accept that:

Performances taking place as part of the Festival may use strobe lights, laser lighting, pyrotechnics and/or smoke machines, which may cause discomfort.
The stages are equipped with speakers used during the performances of the various artists. Loud music may damage hearing.
The Organising Entity endeavours to ensure that the Venue is equipped with the structures and measures necessary to provide a safe environment. Nevertheless, Attendees must exercise caution when moving around the Venue, as there may be poorly lit areas or wet floors, among other potential hazards.
The Venue may have CCTV cameras for health and safety and crime prevention purposes, and consequently Attendees who remain within the Venue or its surroundings may be recorded.

In the event of an emergency, the Attendee must follow the instructions and directions of the Organising Entity and, in particular, the Venue's security staff.

18. CUSTOMER SERVICE AND COMPLAINTS

Customer Service – Organising Entity:

Address: Bilbao (48001), Bizkaia, Gran Vía de Don Diego López de Haro, 1, 11th floor

E-mail: info@elrowfamily.com

Telephone: +34 932 063 034

At the Venue:

Clearly identified information and incident management points will be available at the Venue.

To make a complaint, the Attendee must identify themselves and provide evidence of their status as an attendee of the Festival.

The Organising Entity will have COMPLAINT FORMS available to the public at the Venue information point.

ALTERNATIVE DISPUTE RESOLUTION

Once a Ticket has been purchased, if you have been unable to resolve your issue through the sales platform's own channels or through the Organising Entity's contact channels indicated in this section, you are informed that you may refer the matter to an alternative dispute resolution entity for consumer matters.

For further information, please consult the following link:

https://www.dsca.gob.es/es/consumo/como-reclamar-conflicto-consumo/resolucion-alternativa-conflictos

To access the list of alternative dispute resolution entities, please consult:

https://consumer-redress.ec.europa.eu/dispute-resolution-bodies_en

19. CHANGES

The Organising Entity reserves the right to modify these Terms and Conditions whenever it considers it necessary. The Organising Entity will notify Ticket purchasers of any changes that may substantially or materially affect their rights as consumers and users.

If you have any questions regarding these Terms and Conditions or the Festival Conditions, please contact us using the contact email indicated in Section “1. FESTIVAL DETAILS”.

20. LEGAL RESERVATION

The Organising Entity is entitled to take any legal action, whether civil or criminal, that it considers appropriate against any person responsible for attempted fraud, trespassing and/or damage caused directly or indirectly to the Organising Entity.

21. APPLICABLE LAW AND JURISDICTION

These Terms and Conditions have been drafted and shall be read and interpreted in accordance with the Spanish legislation applicable to the location where the Festival takes place.

For the resolution of any dispute between the Organising Entity and the user, the courts and tribunals of the city of Bilbao shall have jurisdiction, without prejudice to consumers' rights to bring a claim before the courts of their place of residence.