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 govern the conditions for the use of the Platform by 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 Users in relation to their use.
4. A condition for the purchase of ticket(s) for the Events and/or other goods/services offered by the Platform is the provision of consent by the User to accept these Rules, the content of which they are obliged to read in advance. These Rules are available on the Platform, in their various versions, and each user has permanent access to the Rules in the version that was in force at the time they accepted them.
5. These Rules are applicable and valid for Users simultaneously and irrespective of the Organizer’s general and special terms for the specific Event.
6. In case of questions related to a specific Event or to the terms of the Event Organizer that you need to agree to, Users can contact the Organizer of the Event directly.
Art. 2
1. The owner and operator of the Platform is "Ticket BG" OOD, UIC 207736640, with registered office and address of management in Sofia, Malinova Dolina villa zone, 47 Papur St. (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 related to the use of the Platform, users can 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 has the opportunity to browse 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 ability to print them, a virtual wallet, etc. The user account can be created at any time, but tickets purchased by the User before 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 necessary for their identification and for making contact with them, namely first and last name, phone number or email address for correspondence. The User is responsible for providing true and complete information, as well as for maintaining an up-to-date phone number and email address for correspondence.
5. The Company may, at its discretion, restrict 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 the event of another violation of these Rules by the User.
6. In the User's account there is an option allowing them to download at any time all the information that the Company stores about them and to 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, place 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 plan of the available free seats for the Events, etc.;
- The applicable general or special terms of the Organizer for the specific Event.
- Upon selecting ticket(s) for a specific Event and modifying its optional parameters by the User, information is visualized about the final price of the tickets being purchased by them, 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 goods/service and its final price.
2. The prices indicated on the Platform are stated in Bulgarian leva and include all taxes and fees, except for bank fees for performing the transaction for the purchase of tickets and/or other goods/services charged by the User’s servicing bank. The price of the tickets and/or the goods/services, the administrative service fee, and the final price of the order are calculated on separate lines, and bank fees are at the User’s expense in accordance with their bank’s terms.
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 an agreement concluded between the parties for the assignment of the distribution of tickets for the Event.
3. The Organizers determine all characteristics of the Event and the conditions under which it will take place, including the place, 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 possible changes to its holding may occur, 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 is obliged to ensure ticket holders 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 Event description. 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 consecutively perform the following steps:
1.1 Select an 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 the number of tickets, price category, seat selection, payment method, 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 recipient’s first and last name, 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 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 may choose to view and add additional goods/services to the order or to decline this option.
1.6 Select the "Pay now" button;
1.7 Make the payment by following the necessary steps to complete it.
2. Until payment is made, the User has the right to go back through the order modules and change the parameters of the ticket(s) and goods/services selected by them for the respective Event, the recipient’s data, the method of payment, etc. After the order is completed, such changes cannot be made, and therefore the User is obliged to check the accuracy of the information entered by them before purchasing the items selected by them. 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 to purchase 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 registration 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 a single order.
Art. 8
1. The Company offers for purchase vouchers of various values intended for the purchase of tickets for current or future Events of a specific organizer offered on the Platform.
2. The voucher is an instrument in electronic form /allowing it to be printed on paper/, containing information regarding the holder’s right to use it to pay for ticket purchases on the Platform, using a unique code indicated on the voucher for verification.
3. The voucher is valid for 12 (twelve) months from its purchase. If it is not spent 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 unspent value.
4. When purchasing the voucher, the User may provide data for their name or the name of a third party for whom the voucher is intended. Regardless of indicating a name, the voucher may be freely provided to third parties without the Company being notified thereof. The User agrees that, in relation to the Company, the person in possession of the unique voucher code will be deemed the holder of the rights under it. In this respect, the User bears full responsibility and risk of a third party learning the voucher's unique code and using it, unless they have notified the Company prior to such use that the code has become known without their knowledge and consent. Upon notification as per the previous 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 may be used for different purchases with a total value equal to the value of the voucher. When using the voucher for a purchase of a value lower than the value of the voucher, the spent amount 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 consecutively perform the following steps:
7.1 Select the type of voucher and its desired value;
7.2 Log in to their user account or enter an email address, phone number and the recipient’s first and last name, 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, 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 Select a payment method and click the "Pay now" button;
7.5 Make the payment by following the necessary steps to complete it.
7.6 Until payment is made, the User has the right to go back through the order modules and change the parameters of their choice. After the order is completed, such changes cannot be made, and therefore the User is obliged to check the accuracy of the information entered by them before purchasing the items selected by them. 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 to purchase 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 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 registration 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 purchase confirmation 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 may be paid by them via debit or credit card – every User can pay by bank with a bank card issued by a Bulgarian or foreign bank, directly, with the transaction currency when paying by card being Bulgarian lev, respectively euro, as of 01.01.2026. When paying, an administrative fee for each selected ticket in the amount of 1€ (one euro) is charged. The User is redirected to the payment system of Fibank, 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 indicated in Art. 2, item 3.
2. When the User has available virtual funds in their Virtual Wallet in their profile, upon purchasing ticket(s), these virtual funds will automatically be used to cover (fully or partially) 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 debit or credit card, following the payment instructions.
3. When the User has a voucher pursuant to Art. 8, they may 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 corresponding payment option on the Platform and entering the voucher’s unique code. If the purchase amount exceeds the value of the voucher or the order also contains other items besides tickets, the excess amount, respectively the value of the other items, is paid by one of the methods specified in items 1 and 2 above.
4.Tickets for the Events offered through the Platform can also be purchased by Users on site at partner ticket offices in the ticket.bg network. Tickets purchased from partner ticket offices are provided by them on site, on paper, immediately after payment by the User.
5. Users who wish to receive an invoice for the tickets purchased by them must send their request to the Company's email address indicated in Art. 2, item 3, stating the order number and date, as well as the following data of the invoice recipient: company name, UIC/BULSTAT, registered office and address of management, Managing Director.
Art. 10
1. A successfully purchased electronic ticket(s) is provided to the User together with the order confirmation sent to their email address as an electronic document in PDF format, via a link (hyperlink) for direct access to it contained in the confirmation.
2. A ticket purchased physically from a partner ticket office is issued and provided to the User on site, on paper, immediately after it is 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 as indicated, or showing it on the screen of the mobile device).
4. Every User is obliged not to provide their ticket to third parties, as well as to keep it with due care until the end 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, Users are not refunded the price 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 penalized with a warning to leave the hall or other restrictive measures imposed by the Organizer.
7. Ticket.bg does not undertake to hold the seats of the tickets purchased by the User after the start of the Event. 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 indicated on the platform, the other goods/services sold are related to a specific Event and:
8.1 Information about them is contained both in the email purchase confirmation and in the code of the ticket itself. To avoid misunderstandings, in the case of the purchase of more than one ticket, the information about all purchased other goods/services is contained in the code of the first issued ticket;
8.2 are delivered at the place of the Event, with the handover taking place at the entrance to the venue where the Event is held. For the purposes of item 2, the Company provides a booth or other suitably 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. The conclusion of the Distance Contract for the purchase of a ticket provides the User with the right of access and attendance at the Event, under the terms of the Distance Contract and its annexes (including these Rules, the respective general and special rules of the Organizer). Every User should keep the email sent to them with the confirmation of the purchase, which contains their rights and obligations in connection with the purchased ticket and its use.
2. The tickets for the Events offered through the Platform constitute entertainment activities with a specific concrete date of their holding. In this case, Art. 57, item 12 of the Consumer Protection Act provides for an exception from the general rule allowing the User to withdraw from the Distance Contract within the 14-day period from its conclusion; accordingly, the provisions of Arts. 50 - 56 of the CPA do not apply in this case. In view of the stated legal basis, the User has no right to withdraw from the concluded Distance Contract, namely to return or exchange tickets purchased 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, on the basis of Art. 50 of the CPA, without stating a reason, without owing compensation or 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 an Event.
3.2 The right of withdrawal from the purchase of a voucher may 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 indicated in Art. 2, item 3, including by filling in and sending the standard withdrawal form – Appendix No.1 to these Rules.
3.4 When the User has exercised their right to withdraw from the Distance Contract, the Company shall refund all sums received from the User, with the exception of the costs for bank fees withheld 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 initiative of the Company, with the respective Users being notified by email message and/or by a notice 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, items 4.2, 4.3 and 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 specified 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 deactivation of the account under these Rules, the Company notifies the User by email of the forthcoming deletion of the account and the available funds. With the notice the Company grants the User a 30-day period in which to request 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 in the previous sentence, they lose the ability to dispose of the funds accumulated in the "Virtual Wallet" and their account is deactivated. A voucher for the purchase of tickets from the Platform is issued for the funds accumulated in the "Virtual Wallet", with a validity period of 6 months, which is sent to the User's email. After the expiry of the voucher validity period, it is deactivated and the User loses the ability to use it.
Art. 13
1. In case of non-performance of the Organizer's obligations 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 it has not been refunded by the Company, as well as claims for payment of compensation on this occasion shall be addressed to the Organizer.
2. In the event of a dispute between the Organizer and the User in the cases under item 1, the Company has the right to withhold the received sales price 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 well-founded, 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 case 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 specified by them of the cancellation of the Event and that within a specified period they have the right:
4.1. to request from their Profile a refund of the paid value of the ticket to a bank account specified 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 provided period, the Company automatically transfers the value of the purchased ticket as a balance in their Virtual Wallet. The User retains the right subsequently to request payment of the funds to their bank account, pursuant to Art.12, item 5.
5. In the case of a postponed Event, the Company notifies the User at the email address specified by them of the postponement of the Event and 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 a refund of the paid value of the ticket to a bank account specified 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 item 5.2 or item 5.3 within the provided period, it shall be deemed 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 purchased by them 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 the User or transferred as a balance in their Virtual Wallet, as indicated in the electronic document for it sent to the email address provided by the User or printed on the paper ticket purchased from partner ticket offices in the ticket.bg network. Additional fees paid by the User upon purchasing the ticket – administrative fee, any bank fees charged for executing the transaction, etc. are not subject to refund, as they were charged for services that were provided by the Platform in connection with the processing and administration of the order placed and are independent of the specific Event.
7. In the event of cancellation, postponement or other change for a specific Event, imposed and timely announced 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 has failed to learn about the Event canceled/changed by the Organizer and has missed the instructions for refunding the price/using the purchased tickets due to inactivity of the provided email address, 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 amount paid, 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 original 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 these other goods/services, with the exception of bank fees withheld for the transactions.
Art. 14
By accepting these Rules, Users give their consent, when the Event for which they have purchased a ticket is broadcast on television or online, to be filmed with all technical means and the recordings made during or in connection with the event to be used free of charge, without limitation in time and place.
Art. 15
1. The Company carries out its activities 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 Privacy 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. In compliance with applicable legislation, the Company may use the User's personal data solely and only for lawful purposes and shall take 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 Privacy Policy published on the Platform’s page, which each User should review in advance.
3. The Company has the right to use the provided personal data to offer services to the User, 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, 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 indicated 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 indicated in Art.2, item 1 of these Rules. Complaints addressed to the Company are reviewed within one month from their receipt. If the Company considers that the complaint submitted by the User is well-founded, it shall take the necessary measures to remedy the violation.
3. Users may submit complaints and signals against the activities of the Company, as well as against the activities of Event organizers, to the Commission for Consumer Protection (CCP), at the address: Sofia, PC 1000, 1 "Vrabcha" St., floors 3-5 tel.: 02/9330565, fax: 02/9884218, email address: info@kzp.bg, website: www.kzp.bg;
4. Consumer disputes between Users and the Company can also be resolved out of court with the help of the General Conciliation Commission for reviewing consumer disputes functioning 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: Sofia, 14 "Bacho Kiro" St., tel. 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 be referred for resolution before the competent Bulgarian court.
Final Provisions
Art. 17
The Company does not guarantee the uninterrupted operation of the Ticket.Bg Platform and is not liable for damages caused as a result of technical disturbances and faults in the communication network that lead to temporary shutdown, 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 from the 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 Event Organizers concluded through the Platform during the period of operation of the amended Rules.
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 Event Organizer.
Art. 21
These Rules enter into force from the date of their publication on the Platform's website. The same were amended on 01.12.2025.