Terms of Sale and Returns
1. Purpose of the Sale
FiextApp is a digital ticket distribution platform for events. Through the App, users may purchase tickets that grant access to specific events. Tickets sold on FiextApp are rights of access to events, not tangible goods. They are digital products and cannot be returned as if they were physical products, except in the cases expressly regulated in these Sale and Refund Terms. Each event published on FiextApp may have its own additional specific terms that complement these general terms. In particular, the event organizer may allow or not allow ticket refunds. Where refunds are allowed, they will be processed only through the optional cancellation service, which has an additional cost and may be canceled up to 24 hours before the event.
2. Event-Specific Terms
Certain events may include specific conditions established by the event organizer. These conditions may include:
- Age restrictions
- Identification requirements
- Behavior rules or code of conduct
- Specific refund policies
- Any other condition determined by the organizer
3. Ticket Purchase
3.1 Purchase Process
The purchase process on FiextApp consists of the following steps:- The user selects an event and the desired number of tickets.
- The user provides the requested information, such as name and personal details.
- The user reviews and accepts the event terms, if any.
- The user selects the payment method.
- The user completes the payment.
3.2 Completion of Purchase
The purchase is completed when:- The user receives a payment confirmation by email.
- The ticket appears in the My Tickets section in the FiextApp app.
- The user receives an in-app notification confirming that the ticket is available.
3.3 User Information
The user agrees to provide information that is:- Truthful: The data provided must be real and accurate.
- Complete: All requested information must be provided.
4. Ticket Identification
4.1 Identification Requirements
Some events may require the ticket to be personally identified with the attendee’s information. In such cases, the user will be asked for:- Full name
- Surname(s)
- Identity document (ID card or passport)
4.2 When It Is Mandatory
The need for identification will be clearly stated in the event-specific terms. The user will see this information before completing the purchase.4.3 Validation at Entry
If the event requires identification:- The door staff or access personnel will verify that the ticket details match the identity document presented.
- If the details do not match, the event reserves the right to deny access to the person, even if the ticket was purchased legitimately.
4.4 User Responsibility
The user is fully responsible for:- Providing correct and accurate identification data.
- Attending the event with documentation that matches the ticket details.
- Reporting any identification error as soon as possible before the event.
5. Payment Methods
FiextApp accepts the following payment methods:5.1 Debit or Credit Card
- Main debit and credit cards are accepted.
- Payment is processed by the card-issuing bank.
- The user must have sufficient funds to complete the transaction.
- Bank fees may apply, as applicable.
5.2 Free Ticket (€0)
- Some events may offer free tickets.
- In these cases, the ticket price will be €0.
- No payment information is required, nor card details.
- The user simply needs to complete registration and confirm the ticket.
5.3 Payment Availability and Acceptance
FiextApp reserves the right to:- Accept or reject any payment transaction.
- Modify the available payment methods.
- Apply purchase limits per user or transaction.
6. Service Fees
6.1 Breakdown of Service Fees
In addition to the ticket price, the user must pay service fees, which correspond exclusively to the costs of distribution, technical maintenance, security, and operational support of the FiextApp platform. Under no circumstances will the user be charged a surcharge for using credit or debit cards as a payment method.6.2 Transparent Breakdown
The service fees will be clearly itemized in the purchase summary before the user confirms payment. The user will see:- Ticket price
- Service fees
- Total amount payable
6.3 No Shipping Fees
FiextApp does not charge shipping fees. All tickets are digital and are delivered immediately through the App. There are no physical distribution costs.6.4 Responsibility for Fees
The service fees are the responsibility of FiextApp as the platform. In the event of a refund, these fees will be refunded to the user in accordance with the refund policies set out in this document, except in the expressly excluded cases — for example, when the user cancels due to a change of mind with the cancellation service contracted.7. Payment Issues
7.1 Payment Errors or Rejections
In the event of any issue during payment processing, such as:- Card rejection
- Insufficient funds
- Technical error in the transaction
- Any other payment-related issue
7.2 How to Contact Us in Case of Problems
If the user experiences problems with payment, they should contact FiextApp via:- Email: info@fiextapp.com
7.3 FiextApp’s Responsibility
FiextApp is not responsible for:- Payment rejections by the card issuer
- Insufficient funds in the user’s account
- Transaction limits set by the bank
- Any other issue arising from the banking system
8. Refund Policies – Event Cancellation
8.1 Right to Refund
If an event is canceled for any reason, the user is entitled to a full refund of all amounts paid. This includes:- Ticket price 100%
- Service fees 100%
- Cancellation service 100% if contracted
8.2 Notification of Cancellation
When an event is canceled, the user will receive:- Email notification informing them of the cancellation.
- In-app notification on FiextApp with details and information on how to request the refund.
8.3 Refund Procedure and Deadline for Cancellation
In the event of final cancellation of the event, users will see a notice in the App and receive an email notification. The user may request the full refund immediately by pressing the button enabled for that purpose within the App. Once requested, the refund will be processed to the original payment method within 3 to 15 business days. The user may request this refund in the App for a maximum period of 3 years from the date of the cancellation notice, after which the right to claim the refund will expire in accordance with applicable regulations.8.4 Causes of Cancellation
The event may be canceled for any reason, including but not limited to:- Organizer decision
- Safety issues
- Adverse weather conditions
- Force majeure circumstances
- Any other cause preventing the event from taking place
9. Refund Policies – Material Event Changes
9.1 Material Changes
If the organizer makes material changes to the event, such as:- Change of the event date
- Change of the event venue/location
- Keeping the ticket: The user is deemed to accept the new date/location.
- Requesting a refund: If the user does not wish to attend under the new conditions.
9.2 Refund for Material Change
If the user requests a refund due to a material change, they will receive:- Ticket 100%
- Service fees 100%
- Cancellation service 100% if contracted
9.3 Refund Procedure for Material Change
If the user opts for a refund due to a change of date or location, they may request the full refund through the App. To do so, they must access the App, go to Settings, select Payment History, choose the transaction corresponding to the modified event, and press the button enabled to process the immediate refund. Once confirmed in the App, the refund will be automatically processed to the original payment method within 3 to 15 business days.9.4 Non-Material Changes
Minor changes to the event — supporting artists, small schedule changes, etc. — do not entitle the user to a refund. The user retains the ticket under the new conditions.10. Refund Policies – Optional Cancellation Service
10.1 What Is the Cancellation Service?
The cancellation service is an optional product that FiextApp offers for some events. This service allows the user to cancel their ticket up to 24 hours before the event for any reason.10.2 Cost of the Service
The cost of the service varies depending on the event. The specific price will be shown during the purchase process. The service is completely optional. The user may choose to contract it or not at the time of ticket purchase.10.3 How to Contract the Service
During the checkout process, the user will see a checkbox option to contract the cancellation service.- If checked: the service is added and its cost is included in the total.
- If not checked: the service is not contracted and no additional cost applies.
10.4 Cancellation with the Contracted Service
If the user has contracted the service, they may cancel the ticket at any time up to 24 hours before the event, for any reason (change of mind, personal issues, etc.). To cancel:- Open the FiextApp App.
- Go to Settings.
- Select Payment History.
- Select the corresponding payment.
- Click Cancel ticket if the 24-hour period is still available.
10.5 Refund if the User Cancels with the Service
If the user cancels the ticket due to a change of mind and has the service contracted, they will receive:- Ticket 100% of the ticket price
- Service fees are NOT refunded as they correspond to the platform’s management cost
- The cancellation service is NOT refunded as it corresponds to the cost of the contracted service
10.6 Refund if the Event Is Canceled with the Contracted Service
If the event is canceled by the organizer and the user had contracted the cancellation service, they will receive:- Ticket 100% of the ticket price
- Service fees 100% are fully refunded
- The cancellation service 100% is refunded, since the event did not take place
10.7 Service Availability
The cancellation service is not available for all events. During the purchase process, the option to contract the service will appear only if the event allows it. If an event does not allow the cancellation service, no checkbox will be available and the user will not be able to contract the service for that particular event.11. Refund Policies – Non-Eligible Cases
11.1 Without Cancellation Service
If the user did NOT contract the cancellation service, they are not entitled to a refund for:- Change of mind or regret
- Personal issues
- Lack of interest in attending
- Any other personal reason of the user
11.2 No Right of Withdrawal
In accordance with applicable Spanish law (Law 3/2014, amending the General Law for the Protection of Consumers and Users), the right of withdrawal does not apply to the purchase of tickets for cultural, artistic, sporting, or educational events when the event takes place on a specific date or within a specific period. This means that the consumer cannot change their mind and return the ticket simply due to regret, except in the following cases:- The event is canceled by the organizer — full 100% refund.
- The event has a material change of date or location — full 100% refund.
- The user contracted the optional cancellation service — they may cancel up to 24 hours before the event.
11.3 Exceptions
The only exception to the above is if the user contracted the cancellation service. In that case, they may cancel for any reason up to 24 hours before the event.12. Events Without Refund Rights
12.1 Events Without Voluntary Cancellation Option
Certain events, due to their nature or the organizer’s policy, will not allow the contracting of the Optional Cancellation Service. This means that the user will not be entitled to a refund for personal reasons or voluntary withdrawal.12.2 Identification of These Events
During the purchase process, it will be clearly indicated if the event does not allow voluntary cancellation by the user. However, the right to a full refund in the event of final cancellation or material modification by the organizer will remain guaranteed in all cases, in accordance with sections 8 and 9 of this document.12.3 Explicit Acceptance
The user must explicitly accept the event’s sale terms, including whether or not there is a right to a refund, before completing the purchase. If the user does not agree with these conditions, they should not proceed with the purchase.13. Contact
For any questions, concerns, or issues related to ticket purchases, payments, or refunds, the user may contact FiextApp at:- Email: info@fiextapp.com
Last updated: June 10, 2026 Important note: These Sale and Refund Terms form a legally binding contract between the user and FiextApp. We recommend reading them carefully before making any purchase. If you have any doubts, consult a legal advisor.