GENERAL TERMS AND CONDITIONS FOR THE USE OF AND PURCHASE OF TICKETS

via the eTicket.mk platform

Version 1.2  •  Last updated: August 2026

1. General Provisions

These General Terms and Conditions govern the use of the eTicket.mk platform and the purchase of tickets for events offered through the platform. By using the website and/or completing an order, the user confirms that they have read, understood and accepted these Terms.

The platform may act as a technical intermediary and/or ticket distributor on behalf of and for the account of the organiser of the specific event. Unless otherwise stated for a specific event, the organiser is responsible for the organisation, programme, timings, venue and delivery of the event.

The platform is owned by: IGAL Group DOOEL, Skopje, Naroden Front 19a, TC Beverly Hills 1/11, EDB: 4058010504778, contact: eticket@eticket.mk, website: www.eticket.mk.

2. Ticket Purchase

The buyer selects an event, category/sector, number of tickets and, where applicable, a specific seat. Before payment, the buyer must carefully check the selected event, date, time, venue, sector, row, seat, quantity and total amount.

The order is considered successfully completed once payment has been confirmed and an electronic ticket has been issued. If payment is not confirmed, the ticket is not considered purchased, regardless of whether the buyer has previously started the ordering process.

The buyer is responsible for the accuracy of the e-mail address entered and other details required for ticket delivery and records.

3. Electronic Ticket and Delivery

Tickets are delivered in electronic form (PDF, mobile ticket and/or another electronic format) to the e-mail address provided at the time of purchase and/or are available through the user account, where such an option exists.

The buyer must save the ticket and ensure that the QR/barcode is not publicly disclosed, forwarded to unknown persons or otherwise compromised. The first code to be validly scanned is considered used, unless the organiser determines otherwise.

The platform is not responsible for the inability to enter caused by a lost ticket, an unauthorisedly shared code, an empty battery, a malfunctioning device or other circumstances attributable to the buyer.

4. Prices and Payment

The ticket price and any additional costs are displayed before the order is confirmed. Payment is made through the available payment methods displayed on the website.

Payment card details are processed through an authorized payment processor/bank. The platform does not store complete payment card details, unless this is expressly stated and permitted by applicable regulations and security standards.

5. Cancellation of Purchase, Ticket Refund and Exchange

Once the purchase has been successfully completed and the ticket issued, the purchase is final. The buyer does not have the right to unilaterally cancel the purchase simply because they have changed their mind, are unable to attend the event, have selected the wrong date, section, row, seat or quantity, or no longer need the ticket.

Pursuant to Article 133, paragraph (1), point 12 of the Consumer Protection Law, the right of withdrawal from a distance contract is excluded, among other things, for services related to leisure activities where the contract provides for a specific date or period of performance. Tickets for events held on a specific date generally fall into this category.

Therefore, a purchased ticket cannot be refunded or exchanged, except if the event is cancelled, if the organizer has expressly approved another procedure, or if a refund is mandatory under applicable law.

6. Cancelled, Postponed or Changed Event

In the event of cancellation, postponement, a change of date, location, programme or other essential elements of the event, the organizer shall decide on the further procedure, in accordance with applicable regulations.

Information about the cancellation, new date, validity of existing tickets and any refund procedure will be published on the website and/or sent to the buyer’s e-mail address as soon as the platform receives official information from the organizer.

If the organizer approves a refund, the buyer is obliged to follow the published procedure and deadlines. The platform does not reimburse additional costs related to attending the event (transport, accommodation, parking, food and the like), unless otherwise provided by law.

7. Rules for Entry and Use of the Ticket

• Each ticket is valid for the event, date, section and/or seat indicated on the ticket.
• The organizer may request an identification document when the ticket is personalized or when this is necessary for security reasons.
• Resale or unauthorized commercial use of the ticket may be prohibited in accordance with the organizer’s rules and applicable regulations.
• The organizer has the right to apply rules regarding security, prohibited items, age, accreditations and visitor conduct.
• Failure to comply with the organizer’s rules may result in denial of entry or removal from the event without entitlement to compensation, where permitted by law.

8. Liability

The platform is responsible for the proper functioning of the ticket sales and issuance process within the scope of its technical and contractual obligations. The organizer is responsible for the content, quality, duration, programme, performers, safety and delivery of the event, unless the platform is also the organizer.

The platform shall not be liable for temporary unavailability caused by force majeure, interruption of internet/telecommunications services, problems with the payment processor, unauthorized attacks or other circumstances beyond its reasonable control, while it will take reasonable measures to restore the service.

9. Personal data

Personal data is processed only for the purposes for which it was collected: processing the order, issuing and delivering the ticket, communicating with the buyer, preventing abuse, fulfilling legal obligations and, where an appropriate legal basis exists, marketing communications.

More detailed information on the categories of data, retention periods, recipients and users’ rights should be set out in a separate Privacy Policy available on the website.

10. Complaints and support

For questions related to payment, a ticket not received, a technical problem or another complaint, the buyer may contact: eticket@eticket.mk and/or use the contact form on the website.

When submitting a complaint, the buyer should provide the order/transaction number, the e-mail address used for the purchase and a brief description of the problem. They should not send the full payment card number, PIN or CVC/CVV code.

11. Intellectual property

The content, design, software, graphic elements, marks and functionalities of the platform are protected by the intellectual property rights of their respective holders. Copying, modifying, automated downloading, reselling or any other unauthorized commercial use is not permitted.

12. Amendments to the Terms

The platform may update these Terms when necessary due to changes in the service, business processes or applicable regulations. For a specific purchase, the Terms in force at the time of purchase shall apply, unless a mandatory regulation requires otherwise.

13. Applicable law and jurisdiction

These Terms are governed by the law of the Republic of North Macedonia. The parties shall endeavor to resolve any disputes amicably, without restricting the rights that the consumer has under mandatory consumer protection regulations and other applicable laws.