General Terms and Conditions for Ticket Purchases including policy on personal data
In order to fulfill our commitments to you as a customer, provide information about your visit, give good service, special offers and information about our performances and concerts, we need to save and handle certain personal data.
Below you can read about what applies when you buy a ticket to any of our performances or concerts, what personal data we store, why we store it and for how long we store the data.
1. Introduction
2. Ticket purchase at a ticket desk
3. Ticket purchase online
4. Changes, refunds & cancelled events
4.1 For private consumers
4.2 For companies
5. Purchases that contravene the Performing Arts Companies' terms and conditions
6. Intellectual property rights
7. Policy on personal data
7.1 Our processing of personal data in the case of purchase at a ticket desk or via the e-commerce platform
7.2 Period of retention of personal data
7.3 Your right to information about our processing of personal data
7.4 Sub-contractors
7.5 Cookies
8. Payments
9. Miscellaneous
10. Contact details
11. Data Protection Officer
11.1 Personal Data Controller
1. Introduction
Malmö Live Concert Hall and Malmö Opera have a common ticketing system. That means that when you create a user account on the web (E-commerce platform), you will have the same user (e-mail address) and password to both companies' respective websites.
These terms and conditions and policy on personal data (the "Terms") apply to ticket purchases made at Malmö Live Concert Hall’s ticket desks and purchases made via our e-commerce platform, which is made available via Malmö Live Concert Hall’s website ("E-commerce platform").
By agreeing to these Terms, you confirm that you are at least 18 years old and/or are otherwise authorized to enter into a contract to purchase a ticket, and that you have read and understood these Terms and agree to our processing of personal data, as described.
2. Ticket purchase at a ticket desk
Malmö Live Concert Hall’s ticket desk is intended primarily for use by consumers and for non-commercial use of tickets and other valuable documents. If you are interested in purchasing tickets from Malmö Live Concert Hall for distribution as part of business activities or for commercial purposes, please contact us by email, using the address provided at the end of this document.
When you buy tickets at Malmö Live Concert Hall’s ticket desks, we will ask you to provide certain personal details, in order for example to be able to contact you regarding your visit. By making the purchase you accept this processing of your personal data. More information about our processing of your personal information relating to your purchase from the ticket desk is available in our policy on personal data, see section 7 of these Terms.
In connection with your purchase at a ticket desk, you may be asked if you want to receive communications such as special offers and newsletters from Malmö Live Concert Hall. You can also subsequently unsubscribe from such communications by contacting us or clicking on a link in the email.
Supplementary terms and conditions apply to ticket purchases made via the E-commerce platform; more information about these is available in sections 3-6.
3. Ticket purchase online (e-commerce platform)
When you purchase tickets via Malmö Live Concert Hall’s E-commerce platform, create an account, fill in your details and click the box that says "Yes, I have read and accept the terms and conditions' policy on personal data and general terms and conditions for ticket purchases", you agree to these Terms and create a user account for the E-commerce platform ("User Account"). In doing so, you also give your consent for the Malmö Live Concert Hall to process your personal data in accordance with our policy on personal data, which among other things means that Malmö Live Concert Hall may contact you with information about your upcoming visit and with related news and information. The policy on personal data is available in section 7 of these Terms.
With your User Account, you can, for example, purchase tickets, pay of reservations, collect and share paid tickets, view the history of your previously purchased tickets, tell us what you are interested in and change your personal information or unsubscribe from, communication such as, newsletters.
The E-commerce platform and opportunities for purchasing tickets via it are designed for use by private individuals and is mainly intended for individuals (consumers) or specifically authorized traders. A user is thus expressly prohibited from using the User Account for commercial purposes by, for example, sublicensing the User Account or by purchasing tickets for further sale by a business or for other commercial purpose, except as expressly permitted by these Terms.
4. Purchases that contravene the Performing Arts Companies' terms and conditions
Malmö Live Concert Hall reserve the right, at their sole discretion, to terminate a user's User Account, block the user, stop the user purchasing tickets and/or cancel or block already purchased tickets if Malmö Live Concert Hall consider that the user has violated or will violate these Terms. A breach of the Terms may result from, for example, the user copying protected intellectual property, buying tickets that are then sold in a commercial business in violation of these Terms, or otherwise violating, or attempting to circumvent, the terms and conditions for purchasing tickets.
When a ticket is blocked it becomes unusable and loses its value. In the case of cancellations for the above reasons, the associated service charge that has been paid and possible distribution and delivery charges are not refunded. Malmö Live Concert Hall can also decide to not refund the ticket price that has been paid. If the event has restrictions on the number of tickets per purchase and customer, this maximum quantity may not be exceeded or circumvented.
The user is responsible for ensuring that his or her user ID and password for the User Account are stored safely and that no unauthorized person can access the information.
Users are always entitled to terminate their User Account by sending written notice to the email address defined at the end of this document.
5. Changes, refunds & cancelled events
5.1 For private consumers the following applies:
A booking can be cancelled until payment has been made. The rules of the Swedish Distance Contracts Act on withdrawal do not apply to the purchase of tickets for events. Once payment has been made, you as a customer are bound by your purchase, unless otherwise stated in these Terms or in applicable law.
Tickets that have been bought are not refunded, unless the show/concert is cancelled. In such cases, the customer shall submit a repayment claim to the company from which the ticket was bought, no later than one (1) month from the date of the event/date on which the event was due to take place. If this does not occur, the customer is not entitled to a refund. This applies both to a cancelled event and in cases in which the ticket was cancelled and the customer was entitled to a refund. Service and distribution fees are not refunded in the case of a cancelled event.
However, already purchased tickets can be exchanged for tickets for a different concert or a different performance of the production for which the ticket is valid. Such changes are conducted, subject to availability, at the latest three working days before the day of the concert/performance. An additional charge of 30 SEK per ticket will be levied. Such rights to change do not apply to tickets for concerts provided by external organizers or group tickets. Special rules apply to subscriptions and packages etc.
Lost tickets will not be replaced. Tickets purchased via Malmö Live Concert Hall’s E-commerce platform are stored on my pages and you as a customer can print your tickets and share them.
The customer is responsible for checking that the performance/concert has not been cancelled or postponed. In the event of a cancelled or postponed event, the customer should immediately contact the responsible seller of the ticket, as it is that company’s responsibility to handle questions about refunding tickets.
The tickets are not personal, so a consumer who does not use the purchased ticket has the right to sell it to another person.
Please note in this context that Malmö Live Concert Hall are not responsible for tickets that are purchased from persons or organizations other than Malmö Live Concert Hall.
There may be other or additional rules and regulations that apply to purchases made by consumers. For more information about your rights as a consumer, we refer you to the Swedish Consumer Agency and the European Consumer Centre, from where further information can be obtained. See, for example, www.konsumentverket.se.
5.2 For companies the following applies:
Businesses or agents of businesses may only use the E-commerce platform or Malmö Live Concert Hall’s ticket desk to buy tickets for onward distribution for commercial purposes or other business purposes with the explicit approval of Malmö Live Concert Hall. If the business has been granted the right by Malmö Live Concert Hall to buy tickets through the E-commerce platform or ticket desk for further commercial distribution, the separate terms and conditions for aspects such as complaints and the refunding of tickets that you have agreed with Malmö Live concert hall apply.
If you are interested in purchasing tickets from Malmö Live Concert Hall for further distribution for business or commercial purposes, please contact us by email using the address provided at the end of this document.
6. Intellectual property rights
All material that is made available to you through the E-commerce platform or Malmö Live Concert Hall ticket desk, such as trademarks, trade names, recommendations, texts, images and user environment and user design, are the intellectual property rights of Malmö Live Concert Hall or one of Malmö Live Concert Hall's partners. You understand that if you use this intellectual property in violation of these Terms you could damage Malmö Live Concert Hall and/or their partners, and you agree not to disseminate or share this intellectual property beyond the scope defined in these Terms.
The E-commerce platform and the tickets purchased via that channel may not be amended, extracted, copied or distributed under any circumstances other than as stated in these Terms or with the written approval of Malmö Live Concert Hall.
You may download material that is expressly made available for download (e.g. E-tickets for events) for your personal, non-commercial use, provided that you retain all copyright statements that appear on the material.
In order to allow the ticket issuing and ticket reading to function properly before an event, the ticket documents have to contain certain information. You hereby agree to not alter, falsify or conceal information (such as the price) that is stated on the ticket.
7. Policy on personal data
Malmö Live Concert Hall needs to collect certain personal details that is or become directly connected to the purchaser (referred to as Personal Data) in order to be able to provide the event tickets in a secure, smooth and high-quality way. We care about your privacy and we always strive for a high level of data protection (e.g. we would never sell your personal data to another company). From the moment we receive your personal data, you can therefore be confident that we will handle your personal data with the respect and security required by the GDPR. In this section we cover aspects such as:
- When (in what context) and what Personal Data we collect,
- The purpose of our collection, how we process Personal Data and how long we store it for,
- What people aged below 16 should do when purchasing tickets from us,
- Your rights in relation to our processing of your personal data,
Our processing of personal data in the case of purchase at a ticket desk or via the e-commerce platform
When you make a purchase via one of our ticket desk, or create and use a User Account for the E-commerce platform, we will collect the following Personal Data:
- First name and surname
- Postal address
- Telephone number
- Email address
- Purchase history
- Year of birth (optional)
- Where appropriate, information on your opinion of shows and/or events that you attended, and our customer service related to these ("Survey Responses").
If you are younger than 16 and wants to create an account on our E-commerce platform, we need to have your legal guardian's consent to collect your Personal Data. We therefore ask you to tell your guardian (this could be your mother or father, for example) that you are going to create a User Account with us and what information you will share with us through this User Account. If you then go ahead with registering a User Account, we assume that your guardian has agreed to our processing of your Personal Data.
If you or your guardians have any questions regarding our processing of Personal Data, you are welcome to contact us. Our contact details are provided at the end of these Terms.
Once you have created your account, you will also get the opportunity to let us know what interests you have e.g. concerts, symphonic music, family concerts, lectures, etc., so we can provide you with relevant information and service.
7.1 In addition, we have some additional purposes, such as:
The purpose with our processing of your Personal Data is primarily to fulfil our commitments to you, such as providing you with tickets and/or other documents of value (such as gift vouchers) or sending you information and updates via email or sms about the event for which you purchased a ticket. If you have an online User Account, the purpose is also to provide you with a well-functioning E-commerce platform, from which you can buy tickets for various events, storing paid tickets and see your history of previous purchases.
When you purchase a ticket to an event/concert organized by an external organizer at Malmö Live Concert Hall, we may share your information (name, address, telephone and e-mail address) with the organizer, in order for the organizer to be able to communicate and inform about the event in question, as well as inform, market and provide offers about upcoming/future events by the external organizer. The external organizer is the data controller for the data we share with the organizer.
In addition to this, there are some complementary purposes, such as:
- Analyzing your overall customer and visitor experience to improve our business activities, communications and the customer experiences (e.g. customer service) that we provide to our visitors.
- Communication (which includes questionnaires for evaluating your experience of us and our events), newsletters, sms, and some targeted marketing for Malmö Live Concert Hall’s events and related products, services or projects that we think might be of interest to you. (However, you always have the option to opt out of these communications by clicking on the link in the email or unsubscribing via your User Account or a ticket desk). In some cases, we create interest groups on social media e.g. Facebook with your email. If you wish to unsubscribe your email from these customized target groups, please do so by contacting us via email to the address provided at the bottom of this document.
- Sending you information via email about significant and relevant updates to our Terms and Conditions.
- Being able to meet the reporting requirements regarding anonymous visitor statistics, which are imposed by, for example, City of Malmö, the Arts Council and Region Skåne.
- Verifying that when you buy tickets via the ticket desk or the E-commerce platform you are acting as a consumer, or a business approved by us and will not resell the tickets commercially (without our explicit consent).
- If you have an online User Account: analyzing your interests and how you use the E-commerce platform, in order to be able to continuously improve and develop the E-commerce platform and provide users with a good purchasing experience, relevant information and good customer service.
7.2 Period of retention of personal data
Malmö Live Concert Hall provide the ticketing system and the E-commerce platform jointly with Malmö Opera and therefore have technical access to the Personal Data that is processed, regardless of whether your ticket is purchased from Malmö Live Concert Hall or Malmö Opera.
We process your first name and surname, your address, your telephone number, your e-mail address and your year of birth during the period you have a User Account and for three months after the User Account has been terminated.
If you want to close your User Account, please contact us by email using one of the addresses provided at the end of this document. Please note that your User Account is then removed for both companies.
We process any Survey Responses and analysis data from you for a period of 12 months from the time you shared this information with us, or the information was otherwise created, after which we either delete or anonymize the information.
We regularly conduct internal checks on which User Accounts are active. User accounts where no login or activity, such as ticket purchases and other updates to User Account data, have occurred in the last 5 years are deleted or anonymized.
7.3 Your right to information about our processing of personal data
You have the right, once per calendar year and by sending a written request to us using the email address listed at the end of this document, to request information free of charge about how we process your Personal Data. Please mark your request with "Personal Data". We will correct any Personal Data that is incorrect if you point this out to us or if we discover the error ourselves.
You have the right to request that we delete your personal data from our systems (the so-called 'Right to be forgotten'). If you wish to request deletion of your personal data, you are welcome to contact us via the e-mail address provided at the bottom of this document. Please note that your user account will then be deleted for both Malmö Live Concert Hall or and Malmö Opera.
If you have any further questions about our processing of your Personal Data, please contact us via any of the email addresses listed at the end of this document. Please mark the correspondence "Personal Data".
7.4 Sub-contractors
In order to provide you with the E-commerce platform and ticket desk, we use sub-contractors for aspects such as housing the server, email administration and the digital ticketing system (these sub-contractors are referred to as Personal Data Assistants). Our servers and our Personal Data Assistants’ servers are located in the EU.
7.5 Cookies
Malmö Live Konserthus uses cookies to improve and customize the user experience on our website and e-commerce platform, or to enable analytics and marketing. Some of the tools and services we use also need cookies to function properly. Cookies are used to collect aggregated information regarding website and e-platform usage to ensure functionality and offer targeted digital marketing. We also pass on identifiers and other information from your device to our social media, advertising and analytics partners. They, in turn, may combine this information with any other data that you have provided or that they have collected when you have used their services.
7.5.1 What is a cookie
A cookie is a small text file that the website stores on your browser or device. Cookies are used to store information that may be relevant to improving the user experience, providing functionality or marketing.
7.5.2 The use of cookies
The use of cookies is governed by the Directive on Privacy and Electronic Communications (2002/58/EC), the Electronic Communications Act (2022:482) and the EU General Data Protection Regulation ("GDPR") (EU/2016/679).
You can read more about how we handle cookies at malmolive.se/om-cookies
7.5.3 Consent for cookies
You can manage the use of cookies yourself through the consent banner on our website. You are entitled to withdraw your consent at any time.
There are exemptions, where consent is not needed. This applies to any cookies that are essential for the website’s functionality or presentation.
8. Payments
Payments for tickets are processed via a third-party provider of payment services. Your use of this payment service and the Personal Data you provide in connection with the making of payments via the payment service are regulated by the payment service provider’s privacy policy and general terms and conditions. For questions relating to payments, please first contact the payment service provider.
9. Miscellaneous
9.1 Responsibility
You are responsible for your use of the E-commerce platform through your User Account and for ensuring that this use complies with the applicable law and these Terms.
You understand and agree that the E-commerce platform is provided "as is" and "as available" without any express or implied warranties of any kind. You use the E-commerce platform at your own risk.
To the largest extent possible, Malmö Live Concert Hall are free from responsibility and provide no guarantees regarding, for example but not limited to, quality, suitability for a particular purpose and that the use of the E-commerce platform does not constitute an infringement of third-party rights.
You agree that you are responsible for all costs related to the data traffic arising in connection with the use of the E-commerce platform, such as the cost of an Internet connection.
In the case of events with external organizers, Malmö Live Concert Hall is only a ticket issuer and agent on behalf of the external organizers. Malmö Live Konserthus is therefore not responsible for the event as such, but only for the validity of the event ticket. Malmö Live Concert Hall is therefore not at all responsible for the execution of the event itself, or the quality and content, and is therefore not responsible for any financial compensation due to or related to, for example, cancelled / postponed events or other disadvantages linked to the event. All questions or claims relating to the event itself and its execution should be directed to the organizer of the event.
9.2 New ownership structure, partnership etc
If our ownership structure changes, we reserve the right to transfer your Personal Data and your User Account to our new legal entity. The new legal entity then bears the responsibility for providing the E-commerce platform and your User account and is responsible for the processing of your Personal Data. The new entity still must comply with the rights and obligations defined in these Terms and in applicable law.
We have the right to transfer and assign all or part of our rights and obligations under this agreement and have the right to make use of sub-contractors for the fulfilment of our obligations.
All the contractual parties acknowledge and hereby agree that these Terms do not create any agency, partnership, joint venture, employment relationship, franchise relationship or similar type of relationship between the parties.
9.3 Changes to the terms and conditions
We reserve the right to, at any time, change the E-commerce platform, these Terms incl. our policy on personal data, or to completely stop providing the E-commerce platform. Before we make any such changes, we will provide you with information about i) the changes, and ii) the date when the changes come into effect. In the case of fundamental changes, we will also seek to obtain your explicit consent.
If you do not wish to accept the revised Terms, you have the right to terminate your User Account before the changes come into effect.
9.4 Applicable law
These Terms are governed by Swedish law.
10. Contact information
Malmö Live Konserthus
Dag Hammarskjölds torg 4
211 18 Malmö
Phone: 040 34 35 00
E-mail: @email
Org.no: 556003-7482
Malmö Opera
Ö. Rönneholmsvägen 20
200 10 Malmö
Phone: 040 - 20 85 00
E-mail: @email
Org.no: 556256-2065
11. Data Protection Officer
Malmö stad, Stadskontoret Förvaltningsavdelningen
August Palms plats 1
205 80 MALMÖ
Tel: 040-34 10 57
E-mail: @email
11.1 Personal Data Controller
Malmö Live Konserthus AB, Org.no: 556003-7482
Dag Hammarskjölds torg 4, 205 80 Malmö
Phone: 040-34 35 00
E-mail: @email