These Ticket Sale & Refund Terms ("Ticket Terms") govern the purchase of event tickets through the Outzone app and website ("Platform"), operated by Outzone Sagl ("Outzone", "we"). They are presented to you at checkout and you accept them before confirming your purchase. They supplement the Platform's Terms of Use and Privacy Policy; in the event of conflict, mandatory consumer-protection law prevails.
If there is any divergence between the Italian and the English version of these Ticket Terms, the Italian version prevails.
1. Who sells the ticket (and what Outzone's role is)
The ticket seller is clearly identified on the event page and in the order summary before you are bound by the purchase. The Platform supports two models, selected for each event:
- Organizer sale: you enter into the ticket contract directly with the Organizer, which is the seller and merchant of record. Outzone provides the technology, facilitates payment and routes complaints.
- Outzone-managed sale: you enter into the ticket purchase contract with Outzone Sagl, which is the seller and merchant of record, receives the payment in full and is responsible to you for refunds, disputes and chargebacks. The Organizer remains the party that organizes and delivers the event and is responsible for its quality, safety, admission, modification or cancellation. Any B2B arrangement between Outzone and the Organizer, including any invoice from the Organizer to Outzone, is separate from your purchase and does not alter the price or your rights.
The Organizer of each event is always identified on the event page and is a professional trader. Any specific conditions of the Organizer (more favourable refund policies, access restrictions, house rules) are stated on the event page and form an integral part of the attendance conditions.
2. Payment and merchant of record
For Organizer sale events, Outzone uses Stripe Connect: the charge is associated with the Organizer's Stripe account, its business name appears on the card statement, the Organizer receives the amount net of applicable charges and is the refund debtor.
For Outzone-managed sale events, the charge is made by Outzone Sagl on its own Stripe account; OUTZONE (or an equivalent descriptor permitted by the card network) appears on the card statement. Outzone retains the sale proceeds in full and is the refund debtor and point of contact for disputes and chargebacks. The Organizer does not need to open a Stripe Connect account and receives no per-sale payout through the Platform.
Payments are processed by Stripe (Stripe Payments Europe Ltd., Ireland, and Stripe, Inc., United States). By using the Platform to buy a ticket you also accept Stripe's applicable terms, available at stripe.com. Stripe handles payment processing under PCI-DSS standards and, for Organizer sale events, KYC/AML verification and payouts for the relevant connected account. Outzone neither accesses nor stores your card data. How your payment and purchase data are processed is described in the Privacy Policy; the legal basis for the processing is performance of the contract (Art. 6(1)(b) GDPR).
3. Price: all-in, in Swiss francs, before you pay
The total price you will pay — expressed in Swiss francs (CHF) and inclusive of all applicable fees and taxes — is shown clearly in the order summary before you confirm your purchase. We do not add hidden costs after confirmation.
The total price may comprise:
- the net ticket price, excluding VAT, set by the Organizer;
- any VAT on the ticket price, applied at the relevant rate;
- the net Outzone service fee, equal to 6.9% of the net ticket price + CHF 0.50 net per ticket;
- Outzone VAT at 8.1%, applied to the entire net service fee, including both the percentage component and the fixed amount per ticket.
You are not charged any additional Stripe fee beyond the final total shown before payment. For Organizer sale events, Stripe processing costs affect the net amount settled to the connected account; for Outzone-managed sale events, they are borne by Outzone.
The order-confirmation button is labelled as an "order with obligation to pay" (or equivalent wording): by clicking it you complete a binding purchase and undertake to pay the total price shown. Before confirming, you can review and correct your order.
4. Purchase, confirmation and ticket delivery
- To buy, you select the event, the ticket type and the quantity, then proceed to checkout via Stripe. The contract is formed when the payment is confirmed.
- After payment confirmation you receive the ticket in digital form by email and in your personal area on the Platform. The ticket contains a unique code (QR code or equivalent) and is a valid title for entry to the event.
- You are responsible for entering your email address correctly and for checking your spam folder. If you do not receive your ticket, contact info@outzone.app.
- The Organizer and/or Outzone may set a limit on the number of tickets that can be purchased per user, order or event, to prevent unauthorized resale. Such limits are stated on the event page.
5. Accepted payment methods and security
Accepted payment methods are shown at checkout and may include credit and debit cards (Visa, Mastercard, American Express), digital wallets (Apple Pay, Google Pay) and TWINT. Availability may vary depending on the card's country of issue and Stripe's policies.
Transactions take place in a secure environment with TLS encryption and, where required, 3-D Secure authentication under the PSD2 directive. In the event of unusual or suspicious activity, Stripe may request additional authentication or decline the transaction.
6. Ticket validity
- The ticket is valid only for the event, date, time and (where assigned) seat indicated. A ticket that has already been used, has expired, or has been altered or reproduced without authorization does not grant entry.
- Some tickets may be personalized (named): in that case, at entry the Organizer may request an ID document and verify that the holder matches the attendee.
- Tickets are digital titles with a unique code, so the risk of loss is limited. If you have trouble accessing your ticket (e.g. you lose access to your email or account), contact info@outzone.app: we will assist with verification and reissue, within technical limits and subject to anti-fraud policies.
- There is no ticket-transfer or name-change feature on the Platform. For special situations, contact the Organizer or info@outzone.app.
7. Resale ban and anti-scalping
The following are prohibited:
- reselling tickets at a price higher than the purchase price, unless expressly authorized by the Organizer or permitted by applicable law;
- buying tickets through automated systems (bots) or fraudulent practices;
- reselling tickets on unauthorized platforms;
- duplicating, counterfeiting or altering the ticket;
- using the ticket for unauthorized commercial purposes (e.g. competitions, prizes, travel packages).
Outzone and the Organizer reserve the right to cancel tickets purchased in breach of these provisions and to report the user to the competent authorities, without prejudice to your mandatory refund rights.
8. Right of withdrawal: why it does not apply to event tickets
The event tickets sold on the Platform concern services related to leisure activities provided on a specific date or period (concerts, shows, cultural and sporting events). For this type of service:
- For consumers in the European Union/EEA: the 14-day right of withdrawal for distance contracts does not apply, under the exemption in Art. 16(l) of Directive 2011/83/EU on consumer rights. The Court of Justice of the EU (Case C-96/21, CTS Eventim, 31.03.2022) confirmed that this exemption applies even where the ticket is sold through an intermediary, not only by the organizer directly.
- For consumers in Switzerland: Swiss law provides no general cooling-off period for online distance purchases. There is therefore no withdrawal right from which tickets need to be "excluded": none arises in the first place.
Accordingly, the ticket purchase is final and not subject to a right of withdrawal, without prejudice to the refund policies described in §9 (cancellation, material change, complaints) and to any more favourable policy offered by the Organizer.
9. Refunds
The party required to refund is the seller identified before purchase: the Organizer for an Organizer sale, or Outzone Sagl for an Outzone-managed sale. The following cases apply.
9.1 Event cancellation → automatic refund of the price
If the Organizer cancels the event, an automatic refund of the ticket price to all buyers is initiated, to the original payment method. You do not need to do anything.
9.2 Material change and the 14-day "freeze"
A material change is a change to the date, location or headliner of the event.
- In the 14 days before the event date a freeze applies: the Organizer can no longer make voluntary material changes to date and location. Within this window, the only option available to the Organizer, if it cannot hold the event as published, is to cancel it, triggering an automatic refund (§9.1).
- For a material change (or a postponement) notified before the freeze, you may elect a refund: you are not obliged to accept the new date or location. Any voucher is optional and does not extinguish your right to a cash refund: if you decline the voucher, you are entitled to a refund.
- We will inform you of material changes by email (the receipt channel). Push notifications, if enabled, are an additional courtesy: because they can be switched off, notices that bear on your rights are anchored to email.
9.3 Organizer-initiated refunds
Outside the automatic cases, the Organizer may request or initiate a refund (full or partial) under the policy stated on the event page. Outzone processes it through Stripe; for Outzone-managed sales, Outzone remains responsible for execution toward the buyer.
9.4 Purchase complaints
If you believe there is a problem with your purchase, you can file a report (complaint) from the Platform, stating the reason (for example: event not held, performance not as described, access denied, fraud or other). Outzone receives and reviews the report together with the Organizer and, where due, the seller identified in the order initiates or executes the refund. This channel does not replace your mandatory rights nor any right to contact your bank or card issuer (chargeback).
9.5 Refund method and timing
- Refunds are issued by Stripe to the same payment method used for the purchase.
- When a refund is due, we process it normally within 14 days of the decision/validation; the actual time for the funds to appear may then vary depending on the banking network or wallet.
9.6 Service fees
The Outzone service fee may be non-refundable where this was disclosed transparently before purchase, as it remunerates an intermediation and processing service already rendered. In the event of event cancellation — that is, where you receive no service at all — we will consider refunding the service fee as well. A clause excluding any refund "in all cases" would be an unfair term and unenforceable.
10. Minimum age and event access
- Use of the Platform and the purchase of tickets are reserved for those who are at least 16 years old.
- Access to certain events may be restricted to adults (18+) depending on the nature of the event and applicable law (in particular for events serving alcohol). Such restrictions are stated on the event page and enforced by the Platform at purchase.
- At entry, the Organizer may verify age with an ID document and refuse entry in case of mismatch. Purchasing tickets to adults-only events by minors is a breach of these Terms.
11. Conduct, safety and event access
- During the event you must comply with the house rules of the event and the host venue, the instructions of security staff and the Organizer's directions.
- You agree to undergo security checks at entry (ticket, ID where required, baggage), in compliance with applicable law.
- The Organizer is responsible for adopting appropriate safety measures and for complying with any health requirements imposed by the authorities. Outzone assumes no responsibility for the safety or the running of the event.
- Accessibility information for people with disabilities or special needs is provided by the Organizer on the event page; for specific needs, contact the Organizer directly before purchasing.
12. Filming and image rights
During events, audio/video and photographic recordings may be made for documentary, promotional or communication purposes by the Organizer, Outzone or their partners. By attending, you accept that your image may appear in general crowd shots. For individual close-up recordings used for commercial purposes, specific consent is required under the FADP and the GDPR. If you do not wish to be filmed, you can tell the Organizer's staff at entry or exercise your rights by writing to info@outzone.app. More details are in the Privacy Policy.
13. Liability
As a technical intermediary, Outzone is not liable for: the running, quality, delay, change or cancellation of the event; personal injury or property damage suffered during attendance; the unlawful conduct of the Organizer, other attendees or third parties; the Organizer's failure to honour its own refund policy. Responsibility for running the event lies solely with the Organizer.
To the extent permitted by applicable law, and save for cases of intent or gross negligence and for damage to life, physical integrity or health, as well as any other liability that cannot be excluded under mandatory law, Outzone's total liability towards you in relation to a purchase is limited to the service fee received by Outzone for the transaction that gave rise to the damage.
14. Complaints and support
- Technical matters (purchase, ticket delivery, access, use of the Platform): info@outzone.app or via the in-app support function.
- Matters relating to the running of the event and refund requests: the Organizer, via the contacts on the event page; alternatively, you can open a report from the Platform (§9.4), which we will route to the Organizer.
- For event ticketing, there is no mediation/ADR body whose participation is mandatory, either in Switzerland or at EU level; where you are entitled to them, your statutory avenues of complaint remain unaffected.
15. Changes, governing law and jurisdiction
- We may amend these Ticket Terms with 15 days' notice, communicated via the Platform or by email. Amendments do not apply retroactively to tickets already purchased.
- These Ticket Terms are governed by Swiss law. The competent forum is Lugano (Switzerland), without prejudice to mandatory consumer-protection provisions, which may allow you to bring proceedings before the court of your habitual residence.
- In the event of discrepancies between language versions, the Italian version prevails.
Outzone Sagl · Via Grumo 31, 6929 Gravesano, Ticino, Switzerland · CHE-251.077.155 (Commercial Register of the Canton of Ticino) info@outzone.app · www.outzone.app