GENERAL TERMS AND CONDITIONS OF THE FESTIVAL D’AIX-EN-PROVENCE – 2021 SEASON

These general terms and conditions apply to all purchases of tickets (operas and concerts), subscriptions, and gift cards for performances of the 2021 edition of the Festival d'Aix-en-Provence that have been purchased from the Festival d’Aix en-Provence Box Office via internet, by telephone, at the ticket counter or via the mobile app.

The purchase of a ticket or tickets for a performance or performances by the purchaser implies unreserved acceptance of these terms and conditions.

The Festival d'Aix-en-Provence reserves the right to modify these general terms and conditions at any time, without prior notice and within the limits defined by law.

1. BOOKINGS

Tickets can be neither refunded nor exchanged.

The Festival d'Aix-en-Provence reserves the right to modify the prices and categories of seats for performances at any time. These changes will have no effect on the price and categories of orders that have already been paid for.

Prices are invoiced on the basis of the price list in force at the date and time of your order.

The telephone and internet booking fee is €3.50 per order. In case of cancellation, this fee is not reimbursed.

Pursuant to Article L. 221-18 of the French Consumer Code, tickets for performances are not subject to a right of cancel. Booking is limited to six seats per performance in categories +, 1, 2 and 3, and to four seats per performance in categories 4, 5 and 6.

In the case of ticket sales via the Internet, via the Festival d’Aix-en-Provence app and by telephone, a confirmation or rejection of the order will be sent to the purchaser by email within one day of the date and time of the order. If this email is not received, the purchaser should contact the Festival d’Aix-en-Provence Box Office at 08 20 922 923 (€0.12 / min) or at +33 4 34 08 02 17 from abroad.

If the purchaser does not receive his or her tickets or has difficulty downloading his or her e-tickets, he or she should contact the Festival d’Aix-en-Provence at 08 20 922 923 (€0.12 / min) or at +33 4 34 08 02 17 from abroad. In the event a ticket or tickets are lost, the purchaser must notify the Box Office as soon as possible at 08 20 922 923 (€0.12 / min) or at +33 4 34 08 02 17 from abroad. Duplicate tickets will only be issued on site at the venue, one hour before the performance and upon presentation of proof of identity.

The Festival d’Aix-en-Provence declines all liability for the purchase of tickets from one of its resellers. For any complaints, spectators are requested to contact the reseller directly.

. Subscriptions/Discounts

Discounts granted as part of the subscription are applied only for performances booked together as part of the same order. The additional 5% reduction for five tickets or more is only applied if all five tickets are booked at the same time and as part of the same order.

Special-rate tickets such as “places jeunes” (youth tickets) and “opéra ou concert en famille” (family opera or concert) tickets must be collected on site, one hour before the beginning of the performance and in the presence of the ticketholder eligible for the special rate, with his or her proof of identity.

. Ticket Resale

Any resale of a ticket at a price higher than that shown on the front of the ticket is strictly forbidden. Failure to respect this clause will result in legal action as provided for under the French Penal Code.

. “Bourse d’Échange” (Ticket Marketplace)

The Festival d’Aix-en-Provence provides its spectators with a bourse d’échange, a ticket exchange whose purpose is to connect spectators wishing to resell their ticket(s) to potential buyers via the Festival d’Aix-en-Provence website, in complete security.

The Festival d'Aix-en-Provence cannot be held liable for transactions made between purchasers via the exchange and in no way guarantees the actual resale of tickets that may be offered on this platform.

Only full-price or subscription-price tickets may be resold.

. Special Covid-19 Booking Procedures

In order to optimize the placement of spectators and to respect any social distancing regulations that may be in force at the date and time of the performance, said placement may be determined, or modified, by the Festival d’Aix-en-Provence team up until the moment the performance begins, with utmost consideration and quality of service.

At the end of the booking process, a confirmation of the order will be sent to the purchaser without the tickets.

At a later time, and depending on the chosen method of ticket delivery:

  • if by e-ticket: the purchaser will receive an email asking him or her to download the ticket or tickets from his or her personal space on the Box Office section of the Festival d’Aix-en-Provence website; or
  • if to be sent by post: the ticket or tickets will be sent to the purchaser once the prevailing health conditions for the date of the performance are known, if time permits. If time does not permit, the Festival d’Aix-en-Provence will inform the purchaser of the procedure to follow to collect the purchased tickets.

2. PAYMENT

. Payment Options

The following payment options are accepted:

  • Cheques: in euros, payable in France, and made out to the "Festival d'Aix-en-Provence."
  • Bank and credit cards: Visa, Eurocard, Mastercard and American Express, in euros.
  • Bank transfers: in euros only, for amounts higher than €600. Any bank charges shall be paid by the purchaser.

. Payment in three instalments, with no extra fees

With this convenient payment option, the purchaser pays for his or her subscription package or single-performance tickets by credit card or bank card in three identical instalments over three months. This payment option is available via internet or by telephone only, for a minimum amount of €100.

The first third is debited at the time of the booking. The second and third instalments are automatically debited on the same date of the following two months.

The full price of the booking must be paid before the first day of the 2021 edition of the Festival d’Aix-en-Provence: payment in three instalments is available up to and including 30 April 2021 (booking date and payment of the first third).

The credit card or bank card used must be valid beyond the date of the last of the three instalments for this payment option. If the card is changed between the first and the third payments, the purchaser is requested to update his or her payment details in his or her personal space or to inform the Festival d’Aix-en-Provence box office team as soon as possible.

. Pledg

The Festival d’Aix-en-Provence offers a split payment service for group purchases with the Pledge payment solution. The purchaser is requested to consult the terms and conditions of our partner directly.

. Gift Card

The gift card is a payment method that can be used to pay online, by telephone, or at the box office. It may be used to purchase one or several single-performance tickets, or subscriptions sold at the Festival d’Aix-en-Provence box office only.

The minimum value of a gift card is €50. It is valid as of the date of purchase and must be used before the last day of the current edition of the Festival d’Aix-en-Provence.

The amount available on the gift card may be used at one time or over several times.

More than one gift card may be used to pay for the same order. Likewise, a gift card may pay for only a portion of a booking. If the amount on the gift card is more than the price of the booking, credit is generated in the cardholder’s name. This credit must be used by the end of the current Festival edition. Beyond this date, the balance is credited to the benefit of the Aix-en-Provence Festival.

The Festival d’Aix-en-Provence does not guarantee the availability of seats nor of price categories for the performance(s) chosen by the cardholder.

If the gift card is lost or stolen, no duplicate will be issued, and no refund or credit will be given.

. Payment Security

Electronic payments made in transactions through the online box office of the Festival d’Aix-en-Provence are secure. Banking transactions are handled by the OGONE system and are carried out using a secure and encrypted SSL system, ensuring the protection and confidentiality of banking data. Payment transactions are carried out by the company Ingenico ePayments, which is PCI DSS certified. This norm is an international security standard that aims to ensure the confidentiality and integrity of data and transactions. No bank details pass through the Festival d’Aix-en-Provence server.

In the event of a problem with the payment, it is recommended to check the validity and the authorized limit of the payment card.

3. ACCESSING THE VENUE / ATTENDING THE PERFORMANCE

Please check the performance dates, times and venues on your tickets. Casts announced may change; cast changes give no right to ticket exchange or refund.

Spectators are advised to check the performance dates, times and venues on their tickets.

Performances begin at the time stated on the ticket.

Spectators should ensure they arrive sufficiently early to go through security and ticket checks.

Once the theatre doors have been closed, spectators are not guaranteed entry into the venue.

In order not to interrupt the performance, latecomers can only be seated during an interval (intermission), if there is one, and are not guaranteed the seats indicated on their tickets.

Some seats do not guarantee surtitle visibility and may offer a restricted view.

It is absolutely forbidden to take photographs, to film or to record all or part of the performance.

The presence of audio-visual equipment does not in any case modify the service offered by the Festival d’Aix-en-Provence. Such a presence cannot be evoked as the cause of ticket cancellation and does not generate any rights to compensation or reductions of ticket prices.

Due to the presence of photographers and audio-visual recording equipment at the Festival, spectators may be photographed or filmed. The images thus taken or recorded may be distributed or broadcast as part of the Festival’s activities, which each spectator is aware of and accepts.

Casts announced at the time of purchase of a ticket for a performance are non-contractual. Cast changes may occur during a season and give no right to ticket exchange or refund.

4. CANCELLATION OR INTERRUPTION OF A PERFORMANCE

No refund or compensation will be given for performances interrupted after the halfway mark (excluding intermission/interval).

If a performance is cancelled, any claim for ticket refund (which will exclude the booking fee) will be accepted only upon the presentation of the original ticket or tickets. Ticketholders have up until 30 days after the end of the Festival to send in their claim.

Beyond that date, no refund will be given.

No additional expenses of any nature whatsoever (transportation, parking, hotels, etc.) will be refunded or compensated.

. Special Covid-19–Related Refunds

So that spectators may book their tickets free of any worries or risks, the Festival has expanded its terms for refunds due to the current health crisis.

The Festival guarantees to refund tickets that have been cancelled by the ticketholder up to 48 hours before the performance in the following cases:

  • a confirmed case of Covid-19 by the ticketholder, upon presentation of a medical certificate;
  • the closing of the borders of the ticketholder’s country of habitual residence, preventing him or her from arriving in Aix-en-Provence to attend the performance; or
  • an obligation to quarantine between France and the ticketholder’s country of habitual residence, preventing him or her from arriving in Aix-en-Provence to attend the performance.

For all other circumstances resulting from health or administrative consequences of the Covid-19 pandemic, the Festival undertakes to examine the claim for refund and make a determination case by case.

5. TICKET RESALES

Any resale of a ticket at a price higher than that shown on the front of the ticket is strictly forbidden. Failure to respect this clause will result in legal action as provided for under the French Penal Code (law of 27 June 1919).

6. HEALTH AND SAFETY PROTOCOLS

. Safety Protocol

As part of “Vigipirate” (France’s national security alert plan), security measures for performances at the Festival d’Aix-en-Provence have been strengthened. Visual searches of bags and handbags, and walk-through or handheld metal detectors will be implemented at the entrance to venues.

In order to facilitate the reception at and access to the venue, spectators are advised to arrive well in advance of the beginning of the performance.

No suitcases, backpacks or bulky baggage will be accepted inside any of the sites. All bottles of sunscreen, mosquito repellent, deodorant, and refreshment bottles or flasks will also be prohibited inside the sites.

. Health Protocol

The entire Festival d’Aix-en-Provence team will be mobilised to implement the latest health protocols applicable at the time of the Festival and to ensure that those protocols are respected, including a frequent disinfection of reception spaces and contact surfaces, the provision of alcohol-based gels, requirements for wearing a mask, etc.

Before each performance, ticketholders will receive the information necessary to facilitate their reception: suggested time of arrival, any requirements for wearing a mask, the organisation of intervals (intermissions), etc.

The reception and safety teams will be present to guide audience members in their movements in accordance with current health regulations, to ensure that their evening runs as smoothly as possible.

7. PERSONAL DATA

During the ordering process, the Festival d’Aix-en-Provence collects certain personal information and data from the spectator (especially, surname and given name, email address, and mobile telephone number). This personal and confidential information will be treated in accordance with the Festival d'Aix-en-Provence Data Privacy Policy.

8. DISPUTE

The sale of tickets by the Festival d’Aix-en-Provence is subject to French law. Where no amicable solution can be found, any dispute shall be referred exclusively to the French Courts.

General Terms and Conditions modified on 20 January 2021.