Customer service

FAQ - Frequently Asked Questions

Shopping process

What happens after I place an order?

When your order is placed on the www.eventim.hu website, a confirmation email will be sent to the given email address, which contains the details of your order, eg. the order ID, delivery and payment details and the total price of the order. This confirmation email indicates that your order has successfully been placed which was sent over a secure connection to Eventim HU. If there are any problems with your order, or you did not get any confirmation email, please contact us via info@tex.hu email.

Can I cancel my order?

The TEX Hungary Kft is only the trader of the tickets and is not responsible for the refund of admission prices, but will make all effort with the organiser to do such.
Tickets can be refund just in case event cancellation based on the conditions of the Organisers.
In other cases, TEX Hungary can not change or refund any tickets.
With the ticket purchase, Buyes accepts the terms and conditions above.
TEX Hungary Kft. can guarantee the cancellation just as long as the organiser can grant the financial coverage for the cancellation and pay the deposit of the sold tickets for TEX Hungary Kft. If not, then the Organiser is responsible for ticket cancellation.

What methods of payment are accepted?

We currently offer pre-payment and credit card type of payment. By choosing pre-payment type of payment you will be prompted to deposit the amount of chosen tickets and costs for delivery to Eventim bank account within 3 working days. And by choosing credit card type of payment the amount of ticket and delivery costs will be deducted from your credit card account. With credit card type of payment you can choose from a variety of credit cards including Mastercard, and VISA.

How do I know that my order has gone through?

A confirmation email will be sent to the given email address, which contains the details of your order, eg. the purchase ID, delivery and payment details and the total price of the order. This confirmation email indicates that your order has successfully been placed which was sent over a secure connection to Ticket Express. If there are any problems with your order, or you did not get any confirmation email, please contact us via info@tex.hu email.

What do I do if I have an issue with Eventim website?

If you experience any problem please contact us via info@tex.hu.

What if I do not receive an order confirmation email?

You will receive an order confirmation email shortly after you place your order. If you do not receive this message within four hours of placing your order, there might be a delay on the Web due to traffic. If this happens, please feel free to contact us at info@tex.hu so we can mend the problem.

What was the total charged to my credit card?

Your Visa/Mastercard will be charged with the total amount of the order, which contains the ticket prices, the fee of delivery and other additional costs (eg. Tex Hungary Carefree).
Euro-/Mastercard and VISA are accepted. Your order will be processed through secure SSL connection by Ticket Express GmbH., Vienna, Austria through CTS Eventim AG, Bremen, Germany. All Credit Card payments are processed in EUR. Please be aware that - due to the varying exchange rates - the actual price for your purchase on your credit card statement can be slightly higher or lower then stated in the order value.

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Security and Privacy

Is my credit card information safe?

Yes. Once you submit your order, your information is sent to a secure server using
Secure Sockets Layer (SSL) Encryption. Your credit card information is encrypted and sent to the processing centre for approval and verification. We also store only first 4 digits of you credit card. By doing this we secure your credit card data, but can still track down the payment in case of problems.

What information do you store about me?

On Ticket Express web shop we store only the vital data that we need to process your order. This includes your name, home or postal address and contact information such as email and telephone number. You should also be aware that we store all your purchase history. However WE DO NOT STORE YOUR CREDIT CARD DATA. Once the order has gone through we store only the first 4 digits of your credit card number. We don't sell, publish or share the personal data of our visitors and customers.

For more information how we use your personal data please read our privacy policy.

What are cookies and do I really need them?

Cookies are small text files that websites place in your computer to help your browsers remember specific information. You provide this information during the first visit to a web server. The server then records this information in a text file and stores this file on your hard drive. When you accesses the same website again the server looks for the cookie and configures itself based on the information provided.

In order to view the Ticket Express website correctly and to process a shopping order you must enable your browser to accept cookies.

How to enable cookies on my web browser?

If you don't have enabled cookies on your web browser you should do the following.
For Microsoft Internet Explorer go to Tools - Internet Options – Privacy and define 'Medium Security'. Then go to 'Advanced' and choose 'Prompt' for for first party cookies and 'Block' for third party cookies. When accessing the website you will get 'Privacy Alert' where you can view cookie information. To continue with viewing the website click 'Allow cookie'.

For Netscape go to Edit - Preferences – Privacy and security – Cookies. From there you can define your cookie options. We advise you to enable 'Cookies for the originating website only' and 'Ask me before storing a cookie'. This way you will be prompted every time you access a website that wants to store a cookie on your website. When accessing the website you will get Confirm alert where you can view cookie information. To continue with viewing the website click 'Allow'.

If you have any further concerns regarding cookies and your privacy please don't hesitate to contact us at info@tex.hu.

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Registration and account

Why and how do I register?

When registering on Ticket Expressyou have an ability to personalize all your transactions and quicken the shopping process. Thus you will have to input your personal and delivery data only when registering and not for every purchase that you make on Eventim website. However, you do not need to create an account or register with us before shopping. During your first purchase, you will be prompted to register and provide us with your personal and delivery details. You can also register before shopping by clicking 'register here' link on the right top of the site.
You can log into your Account in the upper right corner of the site -blue header- clicking on a man icon next to the language selector (HU/EN).

How can I log into My Account?

You can log into your Account in the upper right corner of the site -blue header- clicking on a man icon next to the language selector (HU/EN).

Can I buy tickets with my Hungarian registration on the other Eventim sites?

No, you should register directly to the other Eventim site because we don't share your user information.

How do I change my personal details and settings?

You can change your personal information like email, login password, delivery address, etc. as per your convenience. To make the changes, log into your account and click on the link 'change your settings' . From there you can change your address, password, email address and mailing list subscription status. But please note that for some changes to take effect, you will be prompted to reactivate your account by clicking on the link in your email which you will receive when making vital changes to your account.
You can log into your Account in the upper right corner of the site -blue header- clicking on a man icon next to the language selector (HU/EN).

What if I forgot my password?

If you have already registered and do not remember your password, we can send it to you. Just click log in link on the right 'log in' panel and at the bottom of the page type your email. The password will be sent to you. Please note that in order to receive you password you must type the same email that you used for registration.

Can I change my delivery address?

Yes, you can easily change your delivery address as long as your order has not been delivered or is not on its way to being delivered. To change your delivery address please log in to you Account and add the new address .

I am a registered user but I get an error message when trying to log in. What am I doing wrong?

If you have registered and have problems logging in there are 3 most common errors. The first one is that you have registered but you did not activate your account. In order to fully complete registration process you must click on a link in your received registration confirmation email. That way your account is activated and you can log in to Eventim website. If this doesn't solve your problem please check your username and password, two other common errors, that you received in your registration data email when you registered.

What if I do not receive an account activation email?

You will receive registration activation email shortly after you register on Eventim website. By clicking on the link in the email, your registration will be complete and account activated. If you do not receive this confirmation email within four hours of registering, there might be a delay on the Web due to traffic. If this happens, please feel free to contact us at info@tex.hu so we can mend the problem.

Can register twice with the same email?

No. Due to security reasons you can not register twice with the same email. Please choose another one to proceed with registration.

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Tex Hungary Carefree

What conditions may be claimed the withdrawal right?

TERMS OF USE TEX Hungary Kft.'s Tex Hungary Carefree

Upon payment of the respective fee, Tex Hungary Kft. grants all customers the special right to withdraw from a ticket purchase. Under the following conditions, the withdrawal right may be claimed from the time of purchase until beginning of the event:

Incidents justifying special withdrawal:

Illness, accident, death, pregnancy
• Serious illness, a serious accident, pregnancy complications or complications due to a death, given that the respective event occurred after the time of booking:
– of the eligible person
– of a related party who has booked and annuls the same event.
If several people have booked the same event, it may be annulled by up to 6 parties.

• In case of mental afflictions, special withdrawal is only granted on – a psychiatrist’s confirmation of incapacity for work and – presentation of the employer’s confirmation of absence due to incapacity for work.

• In case of chronic illness, special withdrawal is only granted if the event cannot be attended due to a medically attested, unexpected, acute aggravation. Special withdrawal is only granted on the premise that the state of health was stable at the time of ticket purchase.

• In case of pregnancy, special withdrawal is only granted − if the pregnancy commenced after the ticket purchase and the event takes place after the 24th week of pregnancy, − or if the pregnancy commenced after the ticket purchase and attending the event would put the unborn child at risk.

Delay and breakdown of public conveyance If attendance of the event is impossible because of delay or breakdown of public transport on the way to the event (i.e., admission has closed or the event has already ended).

Breakdown of vehicle before arrival
If the private vehicle or cab taken becomes unfit to drive because of an accident or breakdown on the way to the event. Key and petrol mishaps are not covered.

Rescheduling of events on the part of the organizer If an event is rescheduled or a venue changed and the ticket is valid for the new date or venue: should the entitled person be unable to attend the rescheduled event due to an incident justifying special withdrawal.


Duties in case of damage or loss

• In order to claim special withdrawal, the eligible person must report the incident justifying such withdrawal to the TEX Hungary Kft. in writing immediately after its occurrence (latest 30 min before the events begins) by one of the following means:
- telephone: +36 30 56 97 220 (no event info line, please contact us on info@tex.hu email address in case event question)
- email: nyugalom@tex.hu (up to 5 hours before the event only use phone)

• The eligible person (purchaser) is obliged to take any steps that may mitigate and clarify damage.

• The eligible person (purchaser) is obliged to fully attend to his or her contractual or legal duties to report, inform or conduct.

• If the damage occurred due to an illness or injury, the eligible person must ensure that the attending doctors are released from medical confidentiality toward the TEX Hungary Kft.

• If services performed by the TEX Hungary Kft. can be claimed toward a third party by the eligible person, the eligible person must uphold these claims and convey them to the TEX Hungary Kft.

• The following documents must be submitted to the TEX Hungary Kft. at the designated address:
– original ticket
– TEX Hungary Kft. invoice
– certification of death
– documents/official attestations confirming the occurrence of damage (e. g. detailed medical certificate including diagnosis, employer’s attestation, police report etc.)

Violation of duties

If the eligible person violates his or her duties, the TEX Hungary Kft. may waive or cut its services.


Incidents not covered

• Impaired healing process: if an illness or the aftereffects of an accident, an operation or medical intervention already existed at the time of ticket purchase and have not healed by the date of the event. If the aftereffects of an operation/medical intervention already planned at but conducted after the time of ticket purchase have not healed by the date of the event.

• Cancellation on the part of the organizer: if the organizer cannot or can only partly perform the contractual services, cancels the event or would have to cancel it due to concrete circumstances, and if the organizer is by legal or contractual terms obliged to reimburse the customer for the services not performed. This does not apply to a rescheduling of the event on the part of the organizer.

• Not covered under this policy are
− incidents occurring before or upon conclusion of the contract or ticket purchase, − and incidents that are predictable for the eligible person at the time of conclusion of contract or ticket purchase.

• Events do not qualify for special withdrawal if they have been induced by the eligible person in one of the following ways:
– alcohol or drug abuse
– suicide or attempted suicide
– participation in strikes or civil unrests – participation in races and training with motor vehicles or boats – participation in hazardous activities consciously putting the participant at risk – gross negligence or wilful intent – committing or attempting to commit crimes

• The following events and their consequences do not qualify for special withdrawal: war, terrorist attacks, any kind of civil unrests, epidemics, pandemics, natural disasters and incidents involving nuclear, biological or chemical substances.

• Consequences of official decrees, e. g. confiscation of property, arrest or ban on leaving the country, do not qualify for special withdrawal.

• If the assessor (expert, physician etc.) directly benefits or is related to the eligible person by birth or by marriage.

Definitions

• Related parties shall mean:
– relatives (married spouse, parents, children, parents-in-law, grandparents and siblings) – the partner, as well as his or her parents and children – guardians of minors who do not travel, or relatives in need of care

• Organizer
Any business/organization/company performing the event services for the eligible person on the basis of a contract shall be considered an organizer.

• Public conveyance
Any public carrier running regular routes on the basis of a schedule and licensed to carry all fare-paying passengers. Cabs and rented cars are not considered public conveyance.

• Breakdown
Any sudden and unexpected failure of a vehicle that is caused by an electric or mechanical malfunction and resulting in the impossibility or legal impermissibility to continue the journey. Broken tires, lack of petrol, keys locked in the vehicle and discharged battery are equated with breakdowns. Loss or damage of vehicle keys and wrong petrol are not considered breakdowns and are not covered under this policy.

• Personal accident
An accident shall be the sudden, unintended impact of abnormal external factors damaging the human body.

• Motor vehicle accident
An accident shall be the damage of a motor vehicle, caused by the sudden and violent impact of external means and resulting in the impossibility or legal impermissibility to continue the journey; in particular incidents involving crash, collision, tipping over, falling down, and being mired, stuck or sunk.

• Serious illness/serious aftereffects of an accident Illnesses or aftereffects of accidents shall be considered serious if they result in temporary or permanent incapacity for work.

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