Terms of service
The General Terms and Conditions of Sale that are legally binding are those available in French. However, an automated translation is provided below to offer you a preliminary approximation of the applicable conditions.
Preamble
Through the websites hosted by Mapado SAS, you may purchase tickets or vouchers for events organized by Event Organizers, as well as related products or services. In this respect, Mapado SAS acts as the publisher of the online ticketing software on behalf of and for the benefit of the Organizers.
Consequently, these Terms and Conditions apply solely to the sale of tickets and in no way to the event itself, for which participation may require compliance with specific conditions or internal regulations set by the Organizers or the event venues (for example, a ban on filming or photography, prohibition to bring external food, searches or frisking upon entry, use of video surveillance, consent to the broadcast of attendees’ images during recordings or television broadcasts, etc.). Additional specific sales conditions may also apply (for example, allowing more flexible exchanges or refunds). All such additional conditions and regulations are available directly from the relevant venues and Organizers (via their websites and/or on-site). Access to the event may be denied to anyone who refuses to comply with these conditions or regulations.
Since Mapado is only the host of the website and the publisher of the ticketing software, the Organizers remain solely and fully responsible for:
- providing information regarding the availability of tickets or vouchers (Mapado merely displays real-time availability based on the parameters provided by the Organizers),
- exchanging vouchers for tickets/products/services on-site, where applicable,
- managing and operating the events.
The customer declares that they have read and accepted these General Terms and Conditions of Sale prior to placing their order. Order validation therefore constitutes acceptance of these Terms and Conditions.
Customer Service
For any information or question regarding the sale of tickets or vouchers, the Organizers’ contact details are provided in the ticket purchase confirmation email. If not available, or prior to purchase, Mapado’s support team may be contacted by email (support@mapado.com ) and will direct you, where necessary, to the appropriate contact at the Organizer.
Ticket Prices
Ticket and voucher prices are indicated inclusive of all taxes. For certain events, booking fees, management fees or additional service charges may be added before payment. The total amount is payable only in the currency displayed at the time of purchase.
For some events, at the Organizers’ request, customers receive vouchers that must be exchanged for tickets on the day of the event.
Different types of price categories may be offered, depending on the event and subject to specific eligibility conditions. For example, group rates, when available, require a minimum number of tickets determined by the Organizer. For other reduced rates (student, child, 65+, association member, etc.), proof of eligibility may be requested by the Organizer on the day of the event. In case of doubt regarding eligibility, customers may contact the Organizer or, failing that, Mapado support before placing an order.
The Organizer reserves the right to modify prices at any time; however, tickets and vouchers will be billed based on the rates applicable at the time the order is recorded.
Reservation Conditions (real-time availability – seating plan – seat allocation)
Unless otherwise indicated, a customer may not reserve more than 20 tickets or vouchers for the same event. A customer may not place multiple spaced-out orders to circumvent this rule without first contacting the Organizer or, failing that, Mapado support.
Customers are informed in real time of the availability of the requested tickets or vouchers during the ordering process, including category details where applicable. Whenever possible, the software assigns the best available seats on a first-come, first-served basis. Customers have 15 minutes to complete their order; beyond this period, seats may be reassigned to others.
If the number of requested tickets exceeds the number actually available (in total or within the selected category), the customer is notified during the ordering process. For numbered seating, the allocated seats may not be contiguous.
In all cases, customers can verify that the selected seats match their expectations before validating the order. If the seats shown at the time of validation do not suit them, they may cancel and restart the order in an attempt to obtain different seats.
Reservations become final only after full payment, confirmation of seat allocation, and receipt of the confirmation email.
When a seating plan, diagram, or numbering scheme is provided by the Organizer, it is supplied for informational purposes only. Although intended to represent the real configuration on the day of the event as accurately as possible, it has no contractual value. Likewise, “open seating” does not guarantee the availability of a seat.
Payment (payment methods – fraud prevention)
The online ticketing software allows customers to place firm and final ticket or voucher orders by accepting payment via CARTE BLEUE (France), VISA or MASTERCARD credit cards.
Depending on the Organizer, the software uses MONEXT PAYLINE, PAYREXX, PAYZONE or STRIPE as payment service providers. These systems ensure complete confidentiality of banking data, secured by SSL protocol with additional encryption and scrambling technologies, in compliance with PCI-DSS standards.
As part of fraud prevention efforts, the ticketing system may use the 3D Secure / Verified by Visa / MasterCard SecureCode process, which may trigger during certain payments and require identity verification through a method specific to the customer's bank.
In case of payment reversal or non-payment on the card used for the order, the corresponding tickets or vouchers will be invalidated (the barcode will be deactivated during validation by the Organizer), and the customer will be denied access to the event.
Electronic Tickets and Vouchers (issuance – control – fraud – use)
After payment, customers may obtain their electronic ticket or voucher either through a hyperlink provided on the website, or via an email containing the ticket as an attachment, embedded in the message, or accessible via a hyperlink.
For nominative events, tickets can only be retrieved after entering the participants’ names. For non-nominative events, the buyer’s name will appear on all tickets.
Each ticket contains a unique coded barcode granting access to the event. Each voucher contains a unique barcode allowing exchange for a ticket granting access to the event. Tickets and vouchers are valid for one person only.
On the day of the event, the Organizer implements a control procedure, which may take various forms and may be conducted by a third party. In most cases, validation occurs through barcode scanning at the entrance. Once a barcode has been scanned, it is deactivated, preventing reuse.
In addition to barcode verification, for nominative tickets the Organizer may verify identity. Customers must therefore bring valid official photo ID (passport, driver’s license, ID card, or residence permit).
For reduced-rate tickets (student, child, 65+, etc.), customers may be required to present proof of eligibility at entry. Without such proof, the Organizer may refuse access.
Tickets and vouchers are valid only for the specific date, time, session, and venue indicated. If a voucher is not exchanged for a ticket at least 30 minutes before the stated event start time, the exchange is no longer guaranteed. After the official start time, access is no longer guaranteed.
To be valid, tickets or vouchers must be printed on white A4 paper (blank front and back) in portrait format. Tickets that are partially printed, damaged, illegible, or printed in altered formats may be considered invalid at the Organizer’s discretion.
Unless otherwise indicated during the ordering process, the Organizer also accepts tickets displayed on mobile phones.
Since identity checks are not systematic, the presence of the buyer’s or customer’s name on the ticket does not guarantee access.
Customers remain solely responsible for the safekeeping and use of their tickets or vouchers. If lost or stolen, no duplicate, replacement ticket, or certificate of any kind will be issued.
Thus, in case of loss, theft, or duplication of a valid ticket or voucher, only the first person to present the valid document will be admitted, including for nominative ticketing.
Throughout the event, customers must retain their ticket or the standard ticket received after voucher exchange, as it may be requested for inspection.
After-Sales (cancellation – refund – resale – withdrawal)
Unless otherwise stated, tickets are personal and non-transferable.
A ticket or voucher cannot be returned, exchanged, or refunded, even in case of loss, theft, or late arrival. Furthermore, under the law, tickets and vouchers are excluded from the right of withdrawal applicable to most distance sales.
Refunds are only possible if the event is cancelled and at the discretion of the Organizer. Refunds (excluding booking or management fees) are generally made to the original credit card, provided this is technically possible (typically within 11 months of purchase).
Customers are responsible for checking whether an event has been cancelled before travelling to the venue. In case of cancellation or postponement, no costs other than the ticket price will be refunded or compensated.
Customers accept that the Organizer may use the contact details provided during booking to inform them of the appropriate procedure when necessary. Refunds can only be issued by the Organizer. Customers expressly waive any claim against Mapado SAS for refund purposes, as Mapado cannot substitute itself for the Organizers.
With the Organizer’s agreement, or when legally required in the country where the event is held, tickets and vouchers may be resold to third parties, but only at a price equal to or lower than their face value. The Organizer may pursue customers who resell tickets above face value. The right to a refund described above applies exclusively to the original purchaser named on the ticket and cannot be transferred through resale.
If a sporting event is cancelled or permanently stopped before a legally defined period allowing refund, tickets (including those exchanged from vouchers) remain valid for the rescheduled event. They may also be refunded under the conditions set by the Organizer.
Personal Data
The personal data provided by customers allows the Organizer to carry out the ticketing and voucher ordering process. In this context, Mapado acts as a data processor, operating on behalf of the Organizers. Data is also retained for security purposes where required by law or regulation.
Personal data also enables Organizers, pursuant to legitimate interest (as defined under the European GDPR), to contact customers in case of cancellation or modification of an event’s date, time, or venue, or to produce anonymized statistics.
Customers may authorize additional uses of their data (such as subscribing to a newsletter). Consent is requested for this purpose during checkout. Organizers inform customers that they have general rights to information, access, objection, rectification, and deletion of all personal data. These rights may be exercised by contacting the Data Protection Officer (details provided at the end of the purchase form). Alternatively, customers may contact Mapado (hello@mapado.com) to obtain the Organizers’ Data Protection Officers’ contact details and request to exercise these rights.
The payment provider may request additional information to verify identity and validate financial transactions. If customers are unable or unwilling to provide such information, payment cannot be validated, and therefore ticket or voucher purchase cannot be completed. In this case, customers must contact the Organizer to explore alternative solutions.
Strictly Necessary Technical Trackers (cookies and browser local storage)
Our website uses strictly necessary technical trackers essential for its functioning, including cookies and browser-based local storage mechanisms (such as Local Storage). In accordance with GDPR definitions, these trackers are used exclusively for technical purposes and are functionally equivalent to necessary cookies.
They enable, in particular:
- tracking and preserving your shopping cart during navigation,
- storing your choices regarding additional trackers,
- maintaining your user session and secure authentication,
- managing essential settings such as language, display, and security,
- ensuring the correct execution of actions required for ordering and payment.
These trackers are strictly necessary for the provision of the service you request and are exempt from consent under the GDPR guidelines. They are not used for advertising or extended analytics purposes.
Legal Notice (identification – applicable law – disputes)
The identification of the relevant Organizers is provided during the ordering process depending on the selected events (as several Organizers may operate the same online ticketing site).
Regarding Mapado SAS, publisher of the online ticketing software:
Company name: MAPADO Legal form: SAS with share capital of €100,000 Registered office: 3 rue Chardonnet – 69004 Lyon – France Trade Register: Lyon B 789 500 469 EU VAT number: FR 39 789 500 469 Legal representative and Publishing Director: Jerry NIEUVIARTS
Hosting providers:
- OVH – 2 rue Kellermann – 59100 Roubaix – France
- Scaleway – 8 rue de la Ville l’Évêque – 75008 Paris – France
In accordance with the law, the Organizer is responsible to the customer for the proper performance of the obligations arising from the distance contract. The Organizer is responsible for transmitting the ticket and processing payments correctly, in cooperation with Mapado SAS as the ticketing software publisher, and with the relevant payment provider (MONEXT PAYLINE, PAYREXX, PAYZONE, or STRIPE).
Unless caused intentionally, neither the Organizer nor Mapado SAS may be held liable for anomalies that may occur during the ordering, processing, or printing of tickets or vouchers, or for their consequences.
The sale of tickets and vouchers under these Terms is subject to the law of the Organizer’s country.
For claims, customers may contact the customer service department listed at the beginning of these Terms or in the footer of the website.
In case of dispute, the courts of the Organizer’s country have exclusive jurisdiction.
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Updated on November 15th 2025