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Allgemeine Geschäftsbedingungen

General Terms and Conditions
Status: April 12, 2024

General Terms and Conditions (GTC) for using the services of entrello Ticket & Service GmbH – especially https://entrello.app and https://shop.entrello.app, but also https://shop.ticketteer.com (the predecessor product, Ticketteer, being phased out)

1. Contractual Basis

1.1 Applicability
These General Terms and Conditions govern the use of the entrello software (https://entrello.app, https://shop.entrello.app), the associated sale of event tickets or other access rights, and additional services and products such as on-site food & beverage items, vouchers. The software is a product of entrello Ticket & Service GmbH, Spengergasse 37, 1050 Vienna, Austria, hereinafter referred to as the "Provider."

1.2 Definition of Service Provision
Services are provided to the event organizer. Visitors who purchase tickets are customers of the organizer. Consequently, tickets are not sold, brokered, or taxed directly by entrello. To avoid confusion, the distinction between "Organizer" and "Visitor" is maintained.

The Provider charges the Organizer fees for using the software, which are included in the price visible to the Visitor. Therefore, billing is handled exclusively by the Organizer.

Service provision includes:

  • a) Provision of a technical platform for processing/managing/reversing ticket sales by the Organizer and other tools (analytics, marketing campaigns, sale of beverages, merchandise, and vouchers)

  • b) Necessary quality controls, security updates, and bug fixes

  • c) Special extensions for hardware, third-party providers, or partners (e.g., cash registers, ticket printers)

  • d) Provision of settlements, cash register system (if required), and transaction lines

1.3 Ticket Sales
Only tickets for events directly organized by the Organizer or under a power of attorney may be sold via entrello. The resale or forwarding of third-party tickets is explicitly prohibited and will result in exclusion or account suspension.

1.4 Voucher Sales
Only vouchers related to event-related products (e.g., tickets, merchandise, programs, drinks, snacks, etc.) may be sold via entrello.

1.5 Merchandise and Product Sales
Products offered via the Provider must relate to events.

2. Registration and Account Protection

2.1 Account Registration
Organizers can register for free at https://entrello.app. Organizers must keep login credentials secure and notify the Provider via the contact form at https://entrello.app if unauthorized access is suspected.

2.2 Account Protection
Organizers may remain logged in after accepting cookies. If other people use the Organizer’s devices, the Organizer is responsible for their actions insofar as they are accountable.

2.3 Team Member Accounts
Organizers may invite team members to their organization account and grant access. They must ensure these individuals act with the same care described in 2.1 and 2.2.

2.4 Account Suspension
The Provider may temporarily suspend the Organizer’s account or parts thereof if there are indications of violations of these GTC or other agreements, suspicion of misuse, or other justified reasons. If the suspension cannot be lifted after review, the Provider may partially or fully block or delete access and content.

2.5 Account Duration
The usage agreement runs indefinitely and may be terminated by the Organizer at any time without notice (unless a separate agreement exists). Termination may occur by deleting the account or emailing support@entrello.app. Entrello may terminate with four weeks’ notice, particularly if inactive for over a year. The right to immediate termination for violations remains unaffected. Any remaining funds will be paid out within 2 weeks; ongoing events will be closed immediately.

3. Fees, Taxes, Payouts

3.1 Fees
Unless otherwise agreed, the Provider deducts pre-defined fees (commission) from the Organizer. Current fees are listed on https://www.entrello.app under “Pricing.” These are not disclosed to Visitors. Shipping costs set by the Organizer are also charged by the Organizer. The Provider acts as a software provider, not an intermediary.

3.2 Refunds
a) If the Organizer cancels a ticket, associated payment provider fees remain. These conditions must be accepted during onboarding. Entrello retains no additional fees for cancellations.
b) If the payment provider account lacks funds (e.g., event already settled), the refund fails. Organizers may choose alternative refund methods (cash, manual transfer) or top up their account (delay possible).

3.3 Taxes
Entrello provides forms to help define correct taxes, but the Organizer is solely responsible for accurate tax processing and invoicing.

3.4 Delivery
Tickets and products are typically delivered by email, wallet link, or in-app. Buyers can contact the Organizer using the provided contact info and reference number. If the Organizer opts for ticket shipping, they are responsible for printing, packaging, and dispatch. Any additional shipping fees are also set and billed by the Organizer.

If Visitors contact the Provider directly, and reasonable attempts to reach the Organizer failed, the Provider may resend tickets as email PDFs. Unless otherwise contracted, the Provider cannot perform refunds or rebookings.

3.5 Payouts
Payouts are withheld until after the event date and service delivery by the Organizer. This ensures:

  • a) Refunds can be covered if an event is canceled.

  • b) Clear payouts, showing fees and taxes, can be generated and match the bank transfer.

3.6 Chargebacks
If Visitors initiate chargebacks via credit card companies, the Provider handles it. €25.00 is charged to the Organizer per case. If successfully disputed with proof of event attendance (e.g., check-in/out tools), €15.00 is refunded. If the dispute fails, the €25.00 remains with the Provider, and the ticket price may be reclaimed if already paid out. This matches the payment provider’s rules.

4. Legal Information Obligations

According to Austrian law (§ 5a KSchG, § 4 FAGG), the Provider discloses the following:

  • Essential ticket features: A ticket grants one-time entry to an event.

  • Contract partners: The Organizer is the contractual partner.

  • Total price: Includes all taxes and fees owed by the Organizer.

  • Delivery: Electronic, postal, or box office pickup per Organizer settings.

  • Withdrawal rights: No statutory withdrawal rights for tickets or Provider services.

  • Warranty rights: According to § 922 ABGB.

5. Warranty / Liability

5.1 Free Services
No warranty is provided for free services, e.g., the “Free” package (see website).

5.2 Negligence
Provider’s liability (including staff/agents) is limited to intent or gross negligence. Liability for slight negligence is excluded, except for personal injury or entrusted property.

5.3 Interruptions & Errors
Services are provided within technical, economic, and organizational constraints. No warranty for interruptions, delays, errors, or storage issues.

5.4 Third-Party Services
Some services depend on third-party providers. Provider is not obliged to ensure constant availability. A list of third-party processors (under GDPR) is on the DPA page.

5.5 Service Downtime
Service may be limited due to force majeure, strikes, official orders, technical changes, or maintenance.

5.6 Suitable Technical Equipment
Organizers use services at their own risk and cost and must use suitable technology. Services must be used legally; misuse is prohibited.

5.7 Links
Links to third-party services are not under the Provider’s control. Illegal links should be reported to support@entrello.app.

5.8 Uploading Media
Uploaded content (texts, images, etc.) may be visible to Visitors depending on settings. Provider does not control such content and assumes no responsibility. The Organizer grants the Provider a non-exclusive, transferable, unlimited right to use the content. The Provider may remove, edit, or reject content at any time.

Organizers must not upload illegal or infringing content, including racist, pornographic, offensive, or immoral materials. They guarantee no third-party rights are violated (e.g., copyright).

Organizers shall indemnify the Provider for any justified claims arising from illegal content, including covering legal defense costs.

If a third party claims rights violations, the Provider may disclose the Organizer’s contact data.

6. Final Provisions

All disputes arising from this contract (including pre- and post-effects) are subject to the exclusive jurisdiction of the competent court in Vienna. Place of performance is 1050 Vienna, Austria.

The contract is governed by Austrian law, excluding the UN Sales Convention and conflict of law rules.

If any provision is or becomes invalid, the remainder of the contract remains unaffected.

Changes and additions must be in writing. This also applies to waiving the written form requirement. Email or clicking a button is considered written form.

Gender-specific terms refer equally to all genders. For individuals, the appropriate form should be used.

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