Ticket Buyer Terms

These terms apply when you buy a ticket through TixFlow. They describe who you are contracting with, what your total price is made up of, and what happens if you need a refund. They do not replace the event organizer's own terms, which are shown to you separately where the organizer publishes them.

1. Who you are buying from

The organizer sells you the ticket. Each event on TixFlow is run by an organizer, who is named on the event page together with their contact details. Your contract for admission to the event is with that organizer, not with TixFlow.

The organizer is responsible for the event itself: whether it takes place, what it is like, its entry conditions, and its own refund and complaint rules. Claims about the event go to the organizer.

2. TixFlow's role

TixFlow is operated by L5L3 s.r.o., Farského 1121/9, Holešovice, 170 00 Praha 7, Czech Republic; company no. 21883653, VAT no. CZ21883653, registered in the Commercial Register kept by the Municipal Court in Prague, section C, insert 407516. Contact: support@tixflow.org.

For some organizers, L5L3 s.r.o. concludes the sale and accepts payment as that organizer's authorized agent. Where it does:

• The organizer remains the seller of the ticket. We act in their name.
• Payment you make through this process counts as payment to the organizer. Once you have paid, you have paid for your ticket, even though the money passed through us.
• Your card or bank statement may show TixFlow rather than the organizer's name.

For other organizers we are only the technical ticketing provider and the organizer collects your payment directly through their own payment account. Either way, the organizer is the seller and is responsible for the event.

3. What you pay

The total price is shown to you in full, with its components, before you are bound by your order. It includes all unavoidable charges and applicable tax. Your total is the ticket price, plus a service fee in some cases.

Most often there is no fee at all. Organizers usually carry their own selling costs, so no fee line appears and the price on the ticket is the price you pay.

An organizer service fee. An organizer may instead choose to charge a service fee on top of the ticket price. It is part of the organizer's price and it is theirs, not ours. It is not a flat amount — it depends on the order, so it grows with the number of tickets and with the amount you spend, and the same event can produce a different fee for a different basket. You always see the exact amount as its own line before you pay.

A TixFlow service fee. For some organizers we also charge you our own service fee. It is:

• our own charge for our own service to you — operating the platform, and generating, securing and delivering your ticket. It is not part of the organizer's price and it is not passed on to them;
• a flat amount per order, not per ticket, whatever your basket contains, and it includes any applicable VAT;
• shown as its own separate line before you pay.

Neither fee depends on how you choose to pay. We do not charge more for one payment method than another, and an organizer may not use these fees to do so either.

4. Refunds

The refund policy for the event is set by the organizer, and mandatory consumer rights always apply on top of it. Send refund requests to the organizer using the contact details on the event page, or to support@tixflow.org if you cannot reach them.

The TixFlow service fee is returned to you in full whenever any part of your payment is refunded — including when the event is cancelled, when you lawfully withdraw, and when the refund is caused by our own failure. We bear that returned fee ourselves. A refund is not reduced by our costs or by payment processing costs.

Refunds are returned by the same payment route you used, unless we agree another verified route with you.

5. Right of withdrawal

For most events sold here, the law does not give you a 14-day right to withdraw without giving a reason, because a ticket is a leisure service to be supplied on a specific date. Where that exemption applies to your event, you are told so before you order, in the following terms:

For this contract for the use of leisure time, which is to be performed on a specific date or during a specific period, you have no right under § 1837(j) of the Civil Code to withdraw without giving a reason within fourteen days. This does not affect your rights if the event is cancelled, is not performed, or is performed defectively.

This exemption is not automatic. It applies only where its statutory conditions are genuinely met for that event — the presence of a date alone does not establish it. Where it does not apply, your ordinary withdrawal rights are unaffected.

6. Complaints and disputes

Contact the organizer first for anything about the event, and support@tixflow.org for anything about the platform, your ticket delivery or the service fee. We acknowledge complaints and respond without undue delay.

If you are a consumer and we cannot resolve the matter between us:

The Czech Trade Inspection Authority is competent for the out-of-court resolution of consumer disputes arising from this contract. Information and the form for initiating proceedings are available at https://coi.gov.cz/informace-o-adr/.

7. Your ticket and your data

Tickets are delivered electronically to the email address you give at checkout, and are also available from the link in your confirmation email. Check your spam folder before contacting us about a missing ticket.

The organizer and TixFlow each handle your personal data for their own purposes. How TixFlow handles it is described in our Privacy Policy. How the organizer handles it is described in the organizer's own privacy policy, where they publish one.

8. Governing law

These terms are governed by the law of the Czech Republic. This does not deprive you of the protection of mandatory provisions of the law of your country of habitual residence where that law would otherwise apply to you as a consumer.

Our full platform terms are at Terms of Service.