FAQ


Order

Is payment by installments possible?
Can I change or cancel my order afterwards?
Can I select my seats directly in the hall seat map?
Are my seats always next to each other?
Was my order executed successfully?
What happens with my personal data?
How does payment by bank transfer work?
What mailing options do I have and what are the mailing costs?
How can I pay for my tickets?
How long does the delivery of my tickets take?
How many price categories are offered?
How can I order a gift voucher?
How do I redeem a gift voucher?


Ticket

Do accompanying persons need a ticket?
Do children need a ticket? Can I keep my child on my lap?
May I use the purchased tickets for prizes and lottery drawings?
May I resell the purchased tickets?
May I change my ticket, e.g. by obliterating the price?
Do children, pupils, students, seniors or the handicapped get discounts?
Is there a group discount, and how can I purchase more tickets than the maximum number?
Are there VIP tickets or Meet&Greets?
Can my ticket also be used as fare for the bus and/or the train?
I lost my ticket, is there any possibility for replacement?
I did not receive the ordered tickets and/or received a wrong number of tickets. What do I do now?
In what format do I have to print out my Online Ticket (Print@Home)?
In what form do I receive my ticket?
Can I have my ticket blocked?
Can I order my tickets by phone?
Can I have my tickets insured?
Can I return my tickets (e.g. in case of illness)?
Can I buy Color Tickets and Online Tickets (Print@Home) in one and the same order?
Can I give my tickets to someone else and have them gift-wrapped?
Can discounted tickets be upgraded?
Are tickets partially refundable?
My event was postponed. Is my ticket still valid?
Are the purchased tickets personalized?
What does "Tickets not available" or "undeliverable" mean?
How do I call up Print@Home tickets on the cell phone?


Event

Do events begin on time?
May I bring beverages to events?
May my underage children go to events?
Will there be signing sessions at the events?
Is there a cloakroom at the events?
Are sound, image or video recordings permitted during an event?
When and where does the requested event take place?
What group will open the event?
How do I find out if events are postponed or cancelled?


About Tickethall

Is Tickethall the organizer of the offered events?
Is Tickethall an official ticket office?
How do I reach customer service?
How can I delete my account?
How do I cancel my Newsletter subscription?


Order

Is payment by installments possible?
Payment by installments is not possible. We offer only the following payment options: Advance payment (bank transfer), Credit card, immediate bank transfer and, in some cases, PayPal. 

Can I change or cancel my order afterwards?
Unfortunately we are unable to change or cancel your order. Automatic processes ensure that after you have placed your order, the tickets are set aside by the organizer. This is why we are able to immediately reserve the seats you selected and send you the requested tickets even faster. The organizers, on whose behalf we act, do not accept the exchange, transfer or cancellation of tickets. During the ordering process you will be alerted to the binding nature of your order.

Please note:
Ticket orders are not subject to the Distance Selling Act.
Sec. 312 b para. 3 no. 6 BGB [Civil Code] provides that the law does not apply to contracts regarding the provision of services in the area of leisure activities, which also include concerts. This means that the two-week cancellation and return right is excluded.
Please note in this respect also our General Terms and Conditions.

Can I select my seats directly in the hall seat map?
Booking seats in the hall seat map is possible for many events via the button "book in seat map". Selected seats are shown in green, already sold seats accordingly in grey. You will also be able to see the offered price categories in the hall seating plan. When several tickets are booked, seats next to each other are offered automatically if available. If you would like to book separate seats, you must place multiple orders. Please note that in order to be able to use the hall seating plan, "JavaScript" must be enabled in your Internet browser.

Are my seats always next to each other?
If you select the desired number of seats without using the hall seating plan, seats next to each other will be selected for you depending on availability. Please note that in case of nearly sold-out events we cannot guarantee that the seats will be next to each other. Therefore, please check the summary of your order during the order process, to see which seats are being booked for you.

Was my order executed successfully?
After the order process please check whether you have received an order confirmation via e-mail.

Please note:
- It can take up to an hour until our system sends out this e-mail.
- Please note that the return address may also include the name of the service provider wleC white label eCommerce GmbH.
- Please check your spam folder.

What happens with my personal data?
Starwatch will collect, process and use the personal data submitted by you during the registration process only for the purpose of drafting the respective contract, for executing and handling the contract as well as for accounting purposes.

Starwatch will not disclose your personal data to third parties, specifically not to other enterprises or other organizations unless you have given Starwatch your explicit consent to do so or if Starwatch is legally obligated to disclose these data, for example due to a judicial injunction or an official order.

You will find further information in our data protection policy. .

How does payment by bank transfer work?
After you complete the order process, we will ask you to transfer the due amount to the indicated account of our service partner wleC white label eCommerce GmbH within 5 days. Please consider the following requirements to ensure that your tickets find their way to you as quickly as possible:

• Please indicate your order number, otherwise we will be unable to correctly allocate your payment.
• Please transfer the full amount of your order at one time. Unfortunately, we are not able to allocate partial payments or installments.
• If you placed several orders, please remit the respective total amount per order separately, indicating also the respective purpose of the payments.

The tickets you requested will be sent to you after we have received your payment. If you do not adhere the deadline for payments, your order will be cancelled automatically.

What are the mailing costs and what mailing options do I have?
You will be notified about mailing costs as well as mailing options during the ordering process. If you purchase Online Tickets (Print@Home), a fee of 1,00 € will be charged regardless of the number of tickets per order.

What mailing options do I have and what are the mailing costs?
The mailing options and mailing costs are notified to you during the ordering process. If you purchase Online Tickets (Print@Home), a fee of 1,00 € will be charged irrespective of the number of tickets per order. If you purchase Color Tickets, a fee of 4,50 € will be charged per order. You can order a maximum amount of 10 tickets per order.

How can I pay for my tickets?
The payment options differ from event to event. Normally we offer the following payment options:

• Advance payment/bank transfer
• Credit card (Visa and Mastercard)
• Immediate bank transfer

In isolated cases it might happen that only credit cards can be used for an event (e.g. if the event comes up very soon). All payment options imply that your order will only be processed after we receive your payment. We therefore ask for understanding that it can take between 5 and 10 days until you have your tickets in your hands when you choose the payment option "bank transfer". Payment options in which you must give your personal data are offered only through certified providers, making this option perfectly safe for you.

How long does the delivery of my tickets take?
Automatic processes ensure that after you have mailed your order, the tickets are immediately set aside by the organizer in our webshop. The processing time may vary, depending on the demand from our clients. It may take between 3 and 10 business days until you receive the tickets.

If an error occurs during the delivery process and if you therefore do not receive your tickets on time, please contact lieblingsticket@tickethall.de during business hours.
You can also reach us by phone on weekdays between 7am and 12pm, via +49 (0) 89 - 411 420 00 (fixed line tariff, mobile charges may vary).
 

How many price categories are offered?
The number of price categories varies depending on the event and the venue. Please check the price category you would like to select in the hall seat map.

How can I order a gift voucher?
On our voucher website you can choose a value for your voucher, and if you want you can add a personal message for the recipient.
After you have placed your order, you will receive your voucher file including your voucher code via email. You can then print and fold your voucher.


How do I redeem a gift voucher?
You can redeem your gift voucher for any event of your choice once you have placed the tickets in your shopping cart. Simply enter the voucher code in the corresponding box and click „redeem voucher“.
The value of your voucher will then be subtracted from your total amount due. If your tickets cost less than the amount of your voucher, your voucher code will contain your remaining amount and can be used for another order.
Please note: We can only accept one voucher per order. Additionally, we can no longer accept vouchers after you have placed your order.
Vouchers cannot be returned or exchanged. We cannot make cash payments for voucher values.
Your voucher is valid for three years after the year in which you purchased it (vgl. §195 BGB).
Please also read our Terms and conditions.


Ticket

Do accompanying persons need a ticket?
Every person who would like to attend an event needs a valid ticket.

Do children need a ticket? Can I keep my child on my lap?
This varies from event to event. We will let you know during the ordering process if discounts or special rules apply to children. Please inquire with the respective organizer whether or not children need their own ticket before you purchase the ticket.

May I use the purchased tickets for prizes and lottery drawing?
The purchased tickets may not be used commercially for prizes or lottery drawings.

May I resell the purchased tickets?
The tickets may not be sold commercially or for profit. The respective organizer might draw up special rules for this purpose. Selling tickets to family, friends and acquaintances is permitted as long as the price does not exceed the original purchase price.

May I change my ticket, e.g. by obliterating the price?
The writing on the ticket may not be obliterated. However, it is possible to glue a removable sticker over it. Since the tickets are printed on heat-sensitive paper, do not laminate them because otherwise the tickets become illegible.
Also, the perforated part of the ticket may not be totally severed because otherwise the ticket loses its validity.

Damaged or missing tickets cannot be replaced under normal circumstances.


Do children, pupils, students, seniors or the handicapped get discounts?
If there are discounts we will inform you accordingly during the ordering process. These discounts can be selected in the shopping cart for each individual ticket category. Please note that discounts cannot be granted after the fact once the order has been placed. Also please note that documentary proof (e.g. student or handicapped card) may be required under certain circumstances.

Is there a group discount, and how can I purchase more tickets than the maximum number?
A maximum of ten tickets can be purchased per each order. We are sorry but we do not offer group discounts. However, there are various discount campaigns that might include group discounts. Possible discount options are shown for each individual ticket category. If you wish to buy more than ten tickets, you will have to place several orders.

Are there VIP tickets or Meet&Greets?
VIP tickets and Meet&Greets are special promotions that we offer occasionally. These specials are shown directly under the ticket offers.

Can my ticket also be used as fare for the bus and/or the train?
If the ticket can be used as a fare, it will be noted on the ticket as to where and during which period the ticket is valid. In this case the ticket is valid mostly on the respective public transportation network on the day of the event for traveling to and from the event.

I lost my ticket, is there any possibility for replacement?
It is not possible to replace your ticket in case you lose it. Tickets are objects of value and must be handled accordingly.

I did not receive the ordered tickets and/or received a wrong number of tickets. What do I do now?
Please contact lieblingsticket@tickethall.de immediately after you receive the tickets. This will allow us to take care of your problem promptly. Unfortunately it is not possible to handle such complaints shortly before the event or on the day of the event.

In what format do I have to print out my Online Ticket (Print@Home)?
A printout in black and white on DIN A4 is sufficient. It is important that the print be legible. If you fold the Print@Home ticket, please be careful not to fold it along the bar code.

In what form do I receive my ticket?
Generally, all tickets are sent out as so-called soft tickets in DIN format.
For many events it is also possible to acquire an Online Ticket (Print@Home) which you can print out yourself or which you can have transferred digitally to your smartphone. If you print it out, a simple A4 black-and-white print suffices.

Can I have my ticket blocked?
Blocking tickets is possible in individual cases. If you want to prevent the use of the ticket by a third party, please contact lieblingsticket@tickethall.de immediately.

Can I order my tickets by phone?
No, unfortunately ordering tickets by phone is not possible on Tickethall.de.

Can I have my tickets insured?
Yes! To be on the safe side, if you cannot make it to an event for an (insurable) reason, you can have the requested tickets insured. The premium for the ticket insurance depends on the ticket price:

Ticketprice - premium

Up to 30,00 € --> 1,25 €
Up to 60,00 € --> 2,60 €
Up to 110,00 € --> 5,40 €
Up to 180,00 € --> 8,90 €
Up to 390,00 € --> 14,90 €
Up to 750,00 € --> 26,90 €

You may read the exact terms and conditions for insurance. here.

Should you have any further questions regarding the ticket insurance, please contact HanseMerkur directly:
E-Mail: info@hansemerkur.de
Telefon: +49 (0) 40 - 4119 0
Fax: +49 (0) 40 - 4119 3257

Can I return my tickets (e.g. in case of illness)?
Unfortunately it is not possible for you to return your tickets. Automatic processes ensure that after you have placed your order, the tickets are set aside by the organizer immediately in our webshop. This is why we are able to immediately reserve the seats you selected and send you the requested tickets even faster. The organizers, on whose behalf we act, do not accept the exchange, transfer or cancellation of tickets. The binding nature of your order is pointed out during the ordering process.

Please note:
Ticket orders are not subject to the Distance Selling Act.
Sec. 312 b para. 3 no. 6 BGB provides that the law does not apply to contracts regarding the provision of services in the area of leisure activities, which also include concerts.
This means that the two-week cancellation and return right is excluded. Please note in this respect also our General Terms and Conditions .

Can I buy Color Tickets and Online Tickets (Print@Home) in one and the same order?
Yes, it is possible to purchase Color Tickets and Online Tickets (Print@Home) in one and the same order.

Can I give my tickets to someone else and have them gift-wrapped?
If you want to give the tickets to someone else, you may simply use the ship-to-address of that person.
You can buy a gift envelope in the ordering process.

Can discounted tickets be upgraded?
If you want to use a discounted ticket (e.g. for students, pensioners or the handicapped) even though you are not entitled to the discount, it might be possible to "upgrade" an existing ticket on the spot by paying the difference. You can find out whether this is possible directly from the organizer.

Are tickets partially refundable?
The organizers, on whose behalf we act, do not accept the exchange, transfer or cancellation of tickets. During the ordering process you will be alerted to the binding nature of your order.

Please note:
Ticket orders are not subject to the Distance Selling Act.
Sec. 312 b para. 3 no. 6 BGB provides that the law does not apply to contracts regarding the provision of services in the area of leisure activities, which include also concerts. This means that the two-week cancellation and return right is excluded. Please not in this respect also our Terms and Conditions.

My event was postponed. Is my ticket still valid?
The ticket normally remains valid even if the event was postponed. If you are unsure, please contact us via lieblingsticket@tickethall.de.

Are the purchased tickets personalized?
No, the name of the purchaser is not shown on the tickets. If there are exceptions, they will be clearly noted.

What does "tickets not available" or "undeliverable" mean“?
The display "tickets not available" means that the ticket allocation set aside for us is momentarily exhausted.
We will try to get a new allocation from the organizer – just visit us again later on Tickethall.de. The display "undeliverable" refers to the fact that the event is imminent and that the tickets can no longer be delivered on time due to the short time span.


How do I call up Print@Home tickets on the cell phone?
You must have a web-enabled smartphone on which you are able to access your e-mails.
You will find your Print@Home ticket as a PDF file in the attachment to the confirmation e-mail.



Event

Do events begin on time?
Usually events begin on time. However, delays can occur for a variety of reasons. Should we have any information regarding delays before the event, we will contact you vide the email address you used to place your order.

May I bring beverages to events?
Normally no beverages are allowed at events, but we recommend checking the website of the event or the artist to find out whether bringing beverages is permitted.

May my underage children go to events?
Unfortunately we are unable to give you any generally applicable information on this topic. The local authorities and the respective organizers can make special arrangements for each individual concert in the context of the Child Protection Act.
However, these special arrangements are normally not known to us as the booking office. As a result we cannot offer any guarantee that underage children unaccompanied by their legal guardians will be admitted.
Please inquire with the local organizers before the concert, for example via the website or by calling the event location, the hall, the club or the stadium.

Will there be signing sessions at the events?
Unfortunately we cannot provide any general information on this topic. Please inquire with the organizer in charge of the event.

Is there a cloakroom at the events?
Normally there is a cloakroom at each event where you can leave your things for a fee. In order to be sure, please visit the website of the hall, the club or the stadium.

Are sound, image or video recordings permitted during an event?
Generally speaking it is rather uncommon for recordings of any kind to be permitted at the event. We are therefore unfortunately not able to provide any general information. Often photographs with cellphones and small cameras are tolerated. The local organizer indicated normally on your tickets can give you more information. A press pass is often needed for professional camera equipment (e.g. mirror reflex cameras).
The persons in charge of the event decide what the consequences of a violation will be.

When and where does the desired event take place?
You can get further information about a certain event by finding it using your browser or by using our search feature.
If you already have tickets, you can find the information you are looking for on the ticket itself. It shows the timing as well as the name and address of the venue.
On our website you can find a map showing the location of each event at the bottom of the page.

What group will open the event?
All information available to us is shown on our website under the description of the event.
Unfortunately we normally cannot provide any details about the program sequence because this information is not available to us and because opening acts, so-called supporting acts, are frequently booked at the last moment.

For further information we recommend the website of the event location (venue) or the respective artist, often under the menu option "News", "Live", "Tour" or "Dates".


How do I find out if events are postponed or cancelled?
For one thing, you may consult our website before the concert, and we also inform you accordingly by e-mail.
For further information we recommend the website of the event location (hall, club or stadium) or the respective artist, often under the menu option "News", "Live", "Tour" or "Dates".



About Tickethall

Is Tickethall the organizer of the offered event?
Tickethall is not the organizer of the events that are offered on the portal Tickethall.de. If you have questions about the progress of the event, services provided onsite (e.g. cloakroom, beverages etc.) and contents, we only have limited information. If you have any unanswered questions it is best for you to contact the organizer directly.

Is Tickethall an official ticket office?
Tickethall is an official booking office selected by the respective organizer to sell the tickets to their events. We sell tickets at the original prices, meaning that we add only the fees which we agreed upon with the organizer to the basic price per ticket of the organizer.

How do I reach customer service?
You can reach our customer service by e-mail under lieblingsticket@tickethall.de or by phone daily between 7am and 12pm by calling +49 (0) 89 - 411 420 00.

How can I delete my account?

If you want to delete your account, please write an e-mail to info@tickethall.de.

How do I cancel my Newsletter subscription?

If you no longer wish to receive news per e-mail from Tickethall, click on the "Abmelden" button which you can find at the end of the newsletter.
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