Check your booking and tickets carefully. Paid tickets (including credit card payments) cannot be exchanged, refunded or redeemed. In addition to the ticket price, Elämys Live charges the customer a delivery and service fee in force at the time. Experience Live will not replace lost, stolen or destroyed tickets with a new ticket or cash.

The organiser of the event is responsible for the event and its possible cancellation, changes to the programme and timetable, and for the obligations laid down in the VAT Act. Elämys Live is not liable for any cancellation or changes to the programme and schedule, nor for any costs and damages that may arise, such as the refund of the ticket price to the customer. However, Elämys Live will refund the ticket prices, minus the delivery and service fees, for the cancelled event to the customer upon request, provided that Elämys Live has not yet settled the amount with the event organiser.

The customer is obliged to check that the event has not been cancelled and other information and changes related to the event (e.g. starting time, age limit, opening hours) on the website of Elämys Live or the event organiser. Elämys Live will inform its customers of any cancellations and changes to the programme or schedule by e-mail. If tickets for special groups (e.g. senior citizens, students or other similar discounted tickets) are available, the ticket holder must be prepared to present a certificate entitling them to the discount at the entrance to the event.

The resale of purchased tickets is prohibited without the permission of Elämys Live or the event organiser.

Delivery costs and delivery of tickets

Delivery and billing costs are event specific. Elämys Live aims to deliver all tickets electronically as e-tickets. If this is not possible for the event organiser, tickets will be collected from the event venue or, with by advance notice, from a separate collection point at a specific time.

Cancellation or exchange of purchased packages

Elämys Live’s own productions: the order is binding after confirmation. Tickets purchased from Elämys Live can only be returned if the event is cancelled or rescheduled. On a case-by-case basis, a possible exchange to another event can be agreed on.

Events organised by other parties: Elämys Live sells and distributes event tickets in the name and on behalf of the event organiser. The event organiser is responsible for organising and marketing the event. The ticket purchase is binding, and only in cases of force majeure can a ticket exchange be requested. We will then forward your query to the event organiser.

Cancelled event

If the event is cancelled, the customer will receive a refund of the ticket price set by the event organiser, either from Elämys Live or from the event organiser. In the event of a cancellation, the event organiser will instruct or assign Elämys Live to instruct the customer on how the ticket fees are refunded. No possible delivery charges are refundable.


If the consumer has been delivered the wrong product, the wrong quantity of products or a defective product, the consumer must immediately notify Elämys Live by e-mail or telephone. If there is a defect in the product, please attach a picture of the damaged product to the e-mail so that the whole product is included in the picture and that the damage is clearly visible.

General guidelines for event ticket buyers regarding the Covid pandemic

Elämys Live is committed to following the guidelines of the authorities and event organisers regarding the Covid certificate. By purchasing a ticket to an event, you agree to present a valid certificate of vaccination (indicating full vaccination coverage, negative test result or disease contracted within the required time limit), if required by an authority, event organiser or other body for participation in that event. Neither Experience Live nor the event organiser is obliged to refund the ticket price to the customer if the customer is unable to produce a valid Covid certificate when attending an event in which the authority, event organiser or other body requires it. If the authority decides that events are subject to a mask requirement, the mask must be worn throughout the event. In this case, spectators arriving without a mask may be refused entry.