GENERAL TERMS AND CONDITIONS & VIGIPIRATE

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.
IMPORTANT : The presentation of the SANITARY PASS will be mandatory: 
- From June 9 to access theaters with more than 1000 seats (Théâtre de l'Archevêché and Grand Théâtre de Provence).
- From July 21 to access theaters with 50 seats and more (all theaters of the Festival d'Aix)
(see details in Articles 5 and 7 of these General Terms and Conditions).

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 AND 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.

SPECIAL COVID-19 BOOKING PROCEDURES
— A personalised seating arrangement for maximum safety
To provide you with optimal seating, your seat will be assigned by the Festival team in chronological order of the reservations. Seats will be assigned by 15 June at the latest and will comply with the latest applicable health measures. Utmost care will be used during this phase in order to guarantee the highest quality of service.

— Ticket availability
Tickets will be available solely as an electronic version (excluding Youth tickets and Family & Children tickets) in order to comply with health requirements. The tickets may be downloaded as of 15 June in your personal space.

"BOURSE AUX BILLETS" (TICKET MARKETPLACE)
The Festival d’Aix-en-Provence provides its ticketholders with a Bourse d’Échange, or Ticket Marketplace, whose purpose is to connect ticketholders wishing to resell their ticket(s) with potential buyers, via the Festival d’Aix-en-Provence website, in completely safe environment.
In order to resell a ticket, the ticketholder must have a valid online personal space with up-to-date contact information.
Only the following may be put up for resale:

  • tickets in an electronic format;
  • nominative tickets purchased from the Festival ticket office, either by internet, by phone, at the ticket office, or via the mobile app; and
  • full-price or subscription-price tickets.

Tickets purchased from our third-party resellers cannot be put up for resale.
The selling Customer freely sets the resale price of his or her ticket, from 50% to 100% of the initial price. Under no circumstances may the price be higher than the price indicated directly on the ticket. The Festival d’Aix reserves the right to remove, without prior warning or delay, any ticket sale that does not comply with this rule.

When a buying Customer purchases the ticket thus offered for sale, he or she must pay the corresponding price in full. Subject to proper receipt of the aforementioned payment, the Festival d’Aix will transfer the sale price to the selling Customer before 25 July 2021.
This payment is made by the Festival d'Aix according to the following terms:

  • If the ticket offered for sale was purchased online by bank card (credit or debit card): by crediting the same bank card.
  • If the initial ticket was purchased by any other means of payment or if the refund by bank card fails: by bank transfer. The selling Customer must send the bank account information corresponding to the account that was debited when purchasing the initial ticket to the Festival d’Aix ticket office, at billetterie@festival-aix.com.

The Festival d’Aix will make the purchased ticket available on the personal space of the buying Customer upon validation of the payment and confirmation of his or her purchase. The ticket is made available to the buying Customer in the form of a new ticket, which cancels and replaces the original ticket.
This new ticket thus generated cannot be resold. Likewise, the initial ticket thus cancelled and replaced will no longer provide access to the Festival d’Aix.
It is stipulated that the Festival d'Aix does not provide any guarantee to the selling Client as to the successful sale of tickets offered on the Bourse d’Échange (Ticket Marketplace).
The Festival d'Aix-en-Provence cannot be held responsible for transactions made between festivalgoers via the Bourse d’Échange and in no case guarantees the effective resale of tickets offered by this means.
If, at the end of the resale period, the selling Customer has not found a buyer, his or her ticket remains valid for the corresponding event. Likewise, the selling Customer can decide at any time to withdraw a ticket from resale as long as it has not already been purchased. The ticket thus withdrawn from the resale space remains valid for the corresponding event.

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.

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.

5— 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.

ATTENTION:
No refund will be granted in the event of failure to present a PASS SANITAIRE.
Therefore, any ticketholder who is unable to present a valid PASS SANITAIRE will be refused entry to these venues and will not be permitted to request a refund under any circumstances.

6— 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 (law of 27 June 1919).


7— HEALTH AND SAFETY PROTOCOLS

HEALTH PROTOCOLThe Festival’s health protocol, validated by the C.H.U. (university hospital) in Aix, guarantees you will be received in a completely safe environment.
Our entire team is actively working to implement the latest health protocol (e.g., organisation of festivalgoers’ movements in reception areas and other Festival spaces, a frequent aeration and disinfection of performance venues, the provision of alcohol-based gels, the wearing of surgical or category 1 masks, etc.).
For any question concerning the Protocol, please contact covid@festival-aix.com.
Before each performance, ticketholders will receive the information necessary to facilitate their reception: the pass sanitaire (health pass), 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.

PASS SANITAIRE
Once it has been implemented, the PASS SANITAIRE (French “Health Pass”), in digital or printed format, will be used at the Festival. It will be mandatory for anyone 18 years of age or older.
The three forms of proof that are permitted to be integrated in the health pass are as follows:

  • Either a vaccination, provided that the person has completed a full vaccination set (two injections) according to the specifications of the Conseil scientifique (the French Scientific Board):

Pfizer > 7 days after the second injection
Moderna > 7 days after the second injection
AstraZeneca > 7 days after the second injection
Johnson and Johnson (single dose) > 28 days after the injection
Vaccine for persons who have recovered from COVID-19 (single dose) (single dose) > 7 days after the second injection

The certificate of vaccination is in the form of a QR Code, available either on the Ameli.fr website or from the health professional who vaccinated you, and may be downloaded via the TousAntiCOVID app.

  • Or proof of a negative RT-PCR test or antigen test performed within the last 48 hours.
  • Or the result of a positive RT-PCR or antigen test that certifies that you have recovered from COVID. This test must be dated more than 15 days and less than six months prior to the performance.

For each PCR or antigen test, you will receive an email and an SMS that will allow you to download the results via https://sidep.gouv.fr. These results, in the form of a QR Code, may be printed or imported into the TousAntiCOVID (TAC) app.

FESTIVAL-GOERS FROM ABROAD - NEW INFORMATION

— Since 25 June, 23 European countries have been issuing proof of vaccination in the form of an “EU Digital COVID Certificate.” We will be equipped to read and verify this type of QR Code when you arrive at your performance venue. You’ll find a list of these countries in our FAQ.

— Options are being studied to make proof of vaccination from other European countries readable, and should be operational by mid-July 2021 at the latest.

— For foreign festival-goers from these other European countries or from countries outside of Europe, we have just obtained authorisation to check vaccination certificates in paper format, if accompanied by proof of identity. Note that the terms remain unchanged—i.e., you must show proof of a complete vaccination schedule. Be sure that the necessary time has elapsed since your second dose (see details on specific time requirements for each vaccine in our FAQ).

— For ticketholders from abroad who are not vaccinated, you are still required to:

> either get an antigen test in a pharmacy (results provided within minutes, for a fee)
> or go to a medical laboratory to get an RT-PCR test (results provided the next day, for a fee).

SAFETY PROTOCOLS
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.

8— 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.

9— 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 17 June 2021.