Spectator Policy Manual

Fondazione Reverse

The Spectator Policy Manual is a document that summarizes useful pieces of information and terms of participation in the events organized by Fondazione Reverse. These instructions are in addition to the ones referred to the specific events, authorized sales channels (see section 2) and event location. By purchasing a ticket (also called entry title) for an event, the spectator accepts the terms and conditions of participation described in this manual and is required to comply with them. The same applies to the particular terms and conditions that can be found in special regulations connected to specific events.

This manual will be regularly reviewed and it will always be updated based on contingent situations, requirements of the events and possible needs of the spectators.

In case of shows that are part of a series of events, we invite you to visit the dedicated websites, where you will find specific information about tickets, news, regulations for disabled people, children’s policy and logistic information of your interest. For example:

1. Spectator Vocabulary

Fondazione Reverse

it’s the promoter of the event, for which the entry title was issued, on behalf of which the circuits (such as TicketOne) sell tickets.

Spectator

it’s the person who owns a valid ticket / entry title, purchased from an authorized sales circuit or received by Fondazione Reverse as an accreditation / free complimentary ticket. The spectator must comply with the terms and conditions stated in the present document.

Event

it’s the specific concert, show or performance, outdoors or indoors, that the spectator can attend through a valid entry title.

Concert Area

it’s the space, located inside the event venue, where the stage is placed and where the spectators will gather.

Event Venue

it’s the set of buildings and land where a specific event takes place (e.g. theater, club, arena, or any other outdoor or indoor venue where the event takes place).

Festival

it’s the general series of events that a show can be part of.

Ticket / Entry Title

it’s the document, issued by the sales circuit, that allows the spectator to access the event venue. The ticket can be purchased electronically (e.g. websites and apps), by phone call, or through the distribution network affiliated with the sales channels. It’s considered an entry title also the free complimentary ticket or the nominal accreditation issued by Fondazione Reverse.

General Admission

it’s the kind of ticket that allows the spectator to attend the event from the concert area, where the spots (seated or standing) are not assigned/reserved. Inside the area, then, the spectators can watch the event from the spot they prefer, on a first-come first-served basis.

2. Tickets

2.1.1 All the spectators must have a valid ticket in order to access the event venue. Moreover, they are required to keep it until the end of the show. Whoever is found without a ticket will have to buy it again at full price. 

2.1.2 If you received a free complimentary ticket, you can’t sell it to anyone else.

2.1.3 A “print at home” ticket cannot be reproduced (for example through photocopies): it’s only valid in one copy. To know and comply with the conditions to use it correctly, please refer to the website of the sales circuit where you purchased it. 

It is forbidden to use the tickets for commercial and promotional purposes, prize contests and similar purposes, unless there is a specific agreement and authorization by Fondazione Reverse.

2.2.1 Fondazione Reverse uses the main authorized sales circuits, among which, for example:

Dice.fm
TicketOne.it
TicketOne.it outlets
Ticketmaster.it

Where specified, the tickets can be purchased directly from the promoter according to the procedures stated on the respective websites.

2.2.2 The spectator must always purchase the tickets from authorized sales circuits. Otherwise, Fondazione Reverse declines all responsibility.

2.2.3 If the ticket proves to be purchased outside of the authorized circuits, Fondazione Reverse is entitled to deny access to the event venue or to ask the spectator to leave.

2.2.4 The tickets may be sold out on one sales circuit and available on another one. Fondazione Reverse sells tickets for its shows through different ticketing circuits, so one kind of ticket may be sold out on one channel and available on a different one. The spectator will basically purchase the ticket that is available on that particular ticketing circuit at that specific moment. The availability of tickets allocated to different sales channels can vary during the pre-sales period, until the date of the event.

2.2.5 In special cases (for example if an event is sold out) additional tickets may be made available. This can happen at any moment and for any kind of ticket, by exclusive decision of the organization.

2.3.1 For all the questions related to the ticket (for example about the payment, collection methods or seat choice) we suggest you directly contact the official ticketing channel that issued it (e.g. TicketOne, DICE.FM, etc). Fondazione Reverse, in fact, cannot directly intervene in the procedures of the specific circuits. All of the ticketing circuits have terms and conditions that regulate the sales. Thus, we suggest you refer to those before purchasing any kind of ticket for an event.

In order to attend the event you must own a valid ticket (that you are required to keep until the end). “Valid” means that the ticket must be original (not a copy), intact, readable in all its parts and bought from one of the authorized circuits or received for free as a complimentary ticket.

The ticket allows you to access the event only on the day and time stated on the entry title. Even if the dates are close by (one day before or after), you can’t attend an event that is different from the one for which you purchased the ticket.

2.6.1 No, Fondazione Reverse is entitled to sell a limited number of tickets at a reduced price or with special promotions, only for some shows and at its discretion. Those tickets can be purchased subject to availability until they are sold out.

2.6.2 For the tickets bought at a reduced price or with promotions dedicated to specific subjects, Fondazione Reverse is entitled to ask the spectator to show the ID together with the entry title. This is aimed at checking that the person meets the requirements to purchase that specific kind of ticket. If the check is unsuccessful, Fondazione Reverse can forbid the entrance to the event venue or ask the spectator to leave, or else require the payment of the price difference between the reduced ticket and the full-price one.

2.7.1 An Italian law from 2019 (L. 145 del 30.12.2018, Art. 1, comma 1100) made it mandatory for the ticket to be nominal (with a clear statement of the name and surname of the person who is going to use it) for the shows of “contemporary popular music” in venues that can hold more than 5.000 people. This applies to all tickets, purchased online or in an outlet, or received for free (in this case the rule applies no matter what the venue capacity is). At the time of purchase, you will have to specify the name and surname of the person who is going to use the ticket and, if you are buying more than one, of all the respective users. 

The regulation gives you the possibility to change the name on the ticket through a request to the circuit where you purchased it, but the promoter of the event can set a maximum time frame by which the procedure must be completed.

For the events for which a nominal ticket is required, the spectators must always arrive at the entrance with a valid ID to show to the dedicated staff (Art. 1 – comma 545-ter, Law 232/2016). If the spectators don’t have a valid ID or if the data don’t match the ones on the ticket, this is considered invalid and cannot be reimbursed.

2.7.2 For the events for which a nominal ticket is required, access is granted only to the people stated on the ticket itself, unless the names were changed following the specific procedure (see section 2.7.1). In the case of free complimentary tickets, it may be that the name change cannot be executed. We invite you to see the regulation that you find on the website of the ticketing circuit.

2.7.3 The promoter can decide to issue nominal tickets also for shows whose venue capacity is less than 5.000 people, for safety or public health reasons. In that case, all rules described in sections 2.7.1 and 2.7.2 apply.

2.7.4 Even in the case of not-nominal tickets, the promoter can decide to collect, process and store some personal data of the spectators, for safety or public health reasons. In that case, every spectator will receive a GDPR notice to read and sign, according to Article 13 of the UE 2016/679 Regulation.

If you find yourself in this kind of situation, it means that the outlet where you purchased the ticket acted irregularly. We invite you to report this event to Fondazione Reverse by sending an email to assistenza@fondazionereverse.com

2.9.1 In case of loss, damage or theft of the ticket you must buy a new one. It is not possible to: 

→ duplicate or re-print a previously issued ticket, even when lost, damaged or stolen;

→ replace the lost, damaged or stolen ticket with another one for the same or a different event;

→ attend the event unless you buy a new ticket; 

→ ask to be reimbursed for the ticket that was lost, damaged or stolen.

2.9.2 If your ticket was lost or stolen, you must report it to the Judicial Authorities. Then you have to send (through CEM, email, registered mail or fax) a copy of the statement to Fondazione Reverse and to the ticketing circuit where you purchased the ticket: this way, the promoter will prevent the person who acquired the ticket irregularly from entering the event venue. 

Please note: the copy of the charges statement itself cannot replace the ticket, so it will not allow you to enter the venue and attend the event.

2.10.1 It could happen that a ticket, even if it was properly purchased, gets canceled by mistake from the sales circuit. In this case, it will not get through the checkpoint at the entrance because it appears to be invalid and not paid for so the spectator, to enter the venue, must buy a new ticket at the box office (upon availability). After the event, they will have the chance to reach out to the sales circuit where they had purchased the canceled ticket, in order to activate the reimbursement procedure.

2.10.2 If it’s a seated event, if you find your seat occupied by another spectator whose ticket states the same section and seat as yours, please contact the Fondazione Reverse staff on site and ask to check it. They will see who has the right to sit there, and the other spectator will be moved elsewhere (unless one of the two tickets turns out to be irregular). 

2.10.3 In order not to lose your right to ask for reimbursement of a canceled ticket or to sit in your rightful place, remember to always report this before the event starts.

2.11.1 By “secondary ticketing” we mean a market of tickets parallel to the authorized one, very active on the web, that offers tickets for any kind of event, often with heavily increased prices. It’s a real illegal market that harms the consumers and that must be reported to the Judicial Authority.

2.11.2 Fondazione Reverse encourages you to verify the authorized ticketing circuits (see section 2.2.1) before purchasing tickets for the event of your interest, and not to buy from different channels. If you decide to purchase tickets on non-official sales channels you will take the risk of paying a way higher price and receiving a false or invalid ticket. Moreover, you will support the plague of secondary ticketing, which damages both the audience and the world of entertainment.

2.11.3 It is not allowed to charge fees, agency fees or additional costs to the ticket price, besides the pre-sale rights that are stated on the ticket itself.

2.11.4 Fondazione Reverse has the right to deny access to the event to the spectators whose tickets are irregular or believed to be purchased from non-authorized sellers. Those spectators might be reported to the Judicial Authority for unwise purchase or fraud against Fondazione Reverse and the official sales circuit. Moreover, remember that the law punishes those who make and sell false tickets. 

If you have any doubts about the validity of a specific ticketing circuit, we invite you to send an email to assistenza@fondazionereverse.com for clarification.

3. Children and minors

3.1.1 For security reasons and to protect their physical safety, Fondazione Reverse decided to deny access to the event to children under 1 year of age. Moreover, Fondazione Reverse advises against bringing to the event children under 6 years of age, to guarantee the best experience possible and safe and comfortable management of the area and seats, if applicable. Fondazione Reverse declines any responsibility for potential injuries or damages that might happen during the event; the access to the event for children whose age is between 1 and 6 years is at the risk and responsibility of the parents or responsible adults. 
3.1.2 It is recommended to have the children wear noise-reducing headphones or other kinds of ear protection.

 

3.1.3 Potential specifications about the admission procedure for children, for example in case of dedicated shows, will be stated by Fondazione Reverse for each event. The spectators are invited to verify them before purchasing the ticket and before going to the event venue.

3.2.1 Stated what has been written up until now, children under 6 years of age have the right to enter the venue and attend the event for free, only if they are accompanied by an adult with a valid entry title. The ratio is one chaperone for each child under 6 years of age. 

If the adult chaperone has a ticket for a seated section with numbered seats (on the occasion of events with numbered seats), the child will have to be held on their lap. In general admission standing sections, the child can stand or sit next to the chaperone. In seated sections with non-numbered seats, the child can sit next to the chaperone and, if applicable, they can occupy a non-numbered seat.

For logistical and safety reasons it is not permitted to enter the concert area with carriages, strollers, baby seats and similar objects (except for needs connected to disabilities, for which you can refer to section 5 and following).

3.2.2 Minors whose age is between 6 and 16 years have the right to attend the event only in possession of a valid entry title (full price) and if accompanied by an adult, in possession of a ticket too. The ratio is one chaperone for two minors. Fondazione Reverse declines any responsibility in case of minors who enter the venue and attend the event without an adult chaperone. The minors could be required to show an ID when entering the event venue.

3.2.3 Fondazione Reverse, at its discretion, can reserve special promotions for families or sell reduced tickets for children, upon availability (see section 2.6). Upon potential purchase of reduced tickets, it will be necessary to show a valid ID to state the age of the child. In the absence of that document, the ticket will be at full price. Fondazione Reverse has the right to demand the payment of the price difference between the reduced and full-price tickets if, while checking during the event, inconsistencies related to the child’s age will arise.

Minors whose age is between 6 and 16 years have the right to attend the event only in possession of a valid entry title (full price) and if accompanied by an adult, in possession of a ticket too. The ratio is one chaperone for two minors. Fondazione Reverse declines any responsibility in case of minors that enter the venue and attend the event without an adult chaperone; the access to the event for minors without adult chaperones is at the risk and responsibility of the parents or responsible adults. The minors could be required to show an ID when entering the event venue.

4. Disability, injury and/or pregnancy

4.1.1 For safety and accessibility reasons, inside the event area there are specific seats reserved for disabled people, suitable to the needs of wheelchairs and people with reduced mobility. This is compliant with the regulation on fire prevention in venues dedicated to entertainment and public events (see the definition of “Calm space”, D.M. 19 August 1996). 

Fondazione Reverse reserves a limited number of seats, until exhaustion and upon reservation, to people with disabilities and their adult chaperones (one chaperone for each person).

4.1.2 The ticket alone doesn’t allow people in a wheelchair to access the event area or the space dedicated to disabled people. In order to enter it, people with disabilities must reserve a ticket for the designated area by following the dedicated procedure.

4.1.3 In case of parking spots reserved for people with disabilities close to the event area, the reservation procedures will be explained and managed upon booking the ticket (as stated in section 4.2).

4.2.1 To attend the event, the person with a disability entitled to the accompaniment must reserve a spot in the designated area. This can be done through a direct request to Fondazione Reverse, filling and signing the specific form and sending it together with a copy of the ID and invalidity certificate.

For the events fully promoted by Fondazione Reverse, the forms are always available in the dedicated section of the event’s website, as stated at the beginning of this document. 

The reservation request, with the attached documents to prove the disability, must be submitted via email at the address stated on the specific event website. The requests submitted before the sales opening date of the event will not be accepted.

 4.2.2 For the events organized by local promoters on behalf of Fondazione Reverse (without prejudice to different information that will be published on the event’s website), the reservation request must be submitted to the info line of the local promoter, which will be stated each time on the event’s website. The local promoter will assign the available spots based on the same criteria described in section 4.3.2 of this document.

4.2.3 If it is not possible to use the reservation form provided by the promoter for people with disabilities, the request must be submitted via email to assistenza@fondazionereverse.com with: 

  • the date of the event that you want to attend
  • the document that states the disability and its degree (a copy of the invalidity certificate)
  • the consent to the processing of personal data, following the Italian regulation regarding privacy and GDPR (General Data Protection Regulation)

4.3.1 Simply sending the reservation request does not grant the possibility to attend the event: it is necessary to receive an official booking confirmation from Fondazione Reverse. In the email, you will find a convenient summary of all the useful information to enter the concert area, as well as the payment methods for the chaperone’s ticket. If the designated seats are sold out, you will receive a notification via email. The payment of the ticket allows you to collect an entry title for the person with a disability and the chaperone (who must be an adult). Only one chaperone per person is allowed in the area designated for people with disability.

4.3.2 The seat, upon availability, will be assigned with priority to the highest degrees of disability entitled to accompaniment and continuous assistance, based on the date of reception of the reservation request. As a consequence, in case of the same degree of disability, priority is given to the request that is received first.

4.3.3 These tickets can only be reimbursed in case of event cancellation, as stated in section 5.4.1.

5. Changes, Postponement or Cancellation of the Event

5.1.1 Yes, it is possible that the place and/or date and/or time and/or capacity of the event change due to technical or organizational reasons, natural disasters, force majeure, needs of the artist and/or promoter, and in case of impossibility of the performance not due to Fondazione Reverse’s will. The changes could also concern the distribution of the audience on multiple dates or different venues, through specific procedures that will be activated upon necessity. 

The spectator is required to verify, on the website and the social media of the event and the ticketing circuit, that the event wasn’t subject to changes.

5.1.2 If the event is moved or changed, the ticket can be used for the new date or new place; the owner is therefore required to keep it. All new necessary information will be published on the website and the social media of the event and the official ticketing circuit, that the spectator is required to consult.

5.1.3 Fondazione Reverse has the right to change the starting or ending time of the event for technical, organizational, objective reasons and/or for reasons of public order. If the time is changed but the event is carried out and completed on the expected day, the respective ticket cannot be replaced or reimbursed.

Yes, it is possible that the set up of the event changes – for example, the stage or seats might be moved – for technical or organizational reasons, or needs connected to the event production or the artist. The event setup can be changed in case of sold out too (for example the stage might be moved, its shape or dimension might change and the seating chart might be modified). If this happens, Fondazione Reverse will promptly inform about the new setup of the event through the event’s website, social media and ticketing platforms – in this latter case following their procedures, which are independent of Fondazione Reverse’s will.

The maps that you can find on the ticketing channels are to be considered purely approximate and not binding.

l5.3.1 Yes, the event may be cancelled due to technical or organizational reasons, natural disasters, force majeure, needs of the artist and/or promoter, and in case of impossibility of the performance not due to Fondazione Reverse’s will. The spectator is required to verify, on the website and the social media of the event and the ticketing circuit, that the event wasn’t subject to changes.

5.3.2 If the event is cancelled, the ticket cannot be used and it must be invalidated.

5.4.1 Yes, you can ask to be reimbursed in case of a cancelled event following the procedure that will be published on the website of the event and the authorized ticketing circuit selected for your purchase. For this reason, the owner of the ticket is required to verify the procedure and timing for the reimbursement request which will be decided on a case-by-case basis.

5.4.2 Usually, the spectator must address the reimbursement request to the ticketing outlet or sales circuit where the ticket was purchased, following the procedure and terms established by Fondazione Reverse on a case-by-case basis. The reimbursement request cannot be addressed directly to Fondazione Reverse, which is not obliged to respond.

5.4.3 With the reimbursement, the spectator will get the price of the ticket, but every other cost is excluded and will not be refunded (e.g. service fees, insurance money, delivery costs, gift box price, plane/train tickets, accommodation, food, hotels and any other expense incurred to participate in the canceled event).

5.4.4 Fondazione Reverse cannot be held responsible for the cancellation of the event, and it is not possible to make economic claims towards it to obtain reimbursement for losses or expenses of any kind and nature incurred for the event.

5.5.1 If the implementation of the event in adverse weather conditions should be considered dangerous for the safety of people or things, Fondazione Reverse might suspend it.

5.5.2 The event is considered accomplished if its length is equal to or greater than 45 minutes (even if not consecutive) from the starting time stated on the ticket until the end of it.

5.5.3 If the event is suspended due to adverse weather conditions and its length is equal to or greater than 45 minutes, there will be no reimbursement of the ticket price or any other kind of compensation/refund.

5.5.4 The spectators are required to verify their right to be reimbursed – or not – and the respective ways and timings for the request, by consulting the website of the event or the authorized ticketing circuit. The reimbursement request – when applicable – must always be addressed to the sales circuit that issued the ticket and not to Fondazione Reverse.

6. Complaints, Reimbursement Requests and Withdrawal of the Spectator

6.1.1 If, after purchasing a ticket, the spectator decides not to attend the event or is unable to attend, they have no right to reimbursement of the ticket price nor of the service fees and additional expenses.

According to Italian regulation, the right of withdrawal from contracts of entertainment-related services is excluded from Art. 7 – letter b. of the Decreto Legislativo 22 May 1999, n. 185, implementing the directive CEE 97/7/CE, as well as from Art. 59, letter n. of the “Codice del Consumo”. The spectator can take out an insurance policy to protect themselves, upon purchasing the ticket.

6.1.2 It is not allowed, for any reason, to ask for a replacement of the ticket for an event that was not attended with another ticket for a different event, day, place or seat.

6.2.1 The spectator can make complaints related to the seat or other aspects of the event, and reimbursement or damage claims, but these can only be taken into consideration if addressed before the event itself. Moreover, each request or complaint will be examined only after the spectators submit their event ticket, so that its regularity can be checked.

6.2.2 The spectator, therefore, must report potential complaints regarding the purchased seat to Fondazione Reverse compulsorily by the starting time of the event stated on the ticket.

6.3.1 The spectator is required to occupy the seat specified on the ticket. Fondazione Reverse, though, could grant a change of seat in the following cases: 

  1. presence of free seats in the area, and the subsequent possibility to place the spectator somewhere else;
  2. request based on serious reasons, reported to Fondazione Reverse which will evaluate them at its sole discretion; 
  3. in this case, the request for seat change must be addressed to the staff present in the venue compulsorily by the starting time of the event.

6.3.2 If the request for seat change is not accepted and the spectator attends the event anyway, the latter cannot request a reimbursement of the ticket price or other kinds of refunds.

If the spectators have purchased a double seat, namely a seat mistakenly sold to someone else too, and cannot be moved elsewhere because the venue is full, they can receive a reimbursement of the ticket price if they opt out of attending the event and leave the venue before it starts. In this case, it will be necessary to prove the withdrawal and failure to attend in order to obtain the requested refund.

6.3.3 If the request for seat change for reasons such as inadequate visibility is not submitted promptly, and if the spectator attends the event anyway, the latter will not be reimbursed or refunded. 

6.3.4 In any case, whatever complaint or refund/reimbursement request must be submitted to the promoter within 15 days from the date of the event.

6.3.5 The reimbursement requests and the requests connected to shipping, orders and cancellations must be addressed to the ticketing outlet or to the sales circuit where the ticket was purchased.

7. Various Infos

7.1.1 It is forbidden to bring inside the event venue illegal and prohibited materials, and/or objects that could turn out to be dangerous for your own and other people’s safety. For example: drones and remote-controlled airplanes, weapons, bicycles, big umbrellas with a pointy ending, plastic or glass bottles, refillable bottles, cans, glass containers, food and alcoholic beverages, selfie sticks, beams, tripods, photo or video cameras, spray cans (e.g. mosquito repellent or deodorant), musical instruments, horns and trumpets, drugs, rollerblades, skateboards, hoverboards, push scooters, strollers, poisons or hazardous substances, explosive or flammable materials, knives, pointed or cutting objects, chains, fireworks or smoke bombs, helmets, tents, banners and flags, laser pointers, trolleys, suitcases, backpacks, big bags, power banks. The detailed and specific list for each event is displayed on the website of the event/festival, which you can find at the beginning of this document.

7.1.2 The security staff at the entrance is allowed to carry out inspections and to not let in the event area any forbidden object or those that will be considered inappropriate or potentially dangerous. Law enforcement officers can also carry out personal searches following the current regulations.

7.1.3 The forbidden objects must be left out of the event venue, and there is no duty of care by Fondazione Reverse.

7.1.4 In case of a complaint from the spectators, the security staff can deny their entry and direct them away from the event area. No reimbursement and/or damage refund is due to the spectators in case their entry is denied and they don’t attend the event.

No, it is not allowed to introduce pets – of any kind, species and breed – into the event venue, except for service dogs.

The opening time of the venue’s doors will be stated on the website and the social media of the event/festival and of the authorized ticketing platform; sometimes it will be published also on the media and other channels. 

The doors’ opening time might be changed by Fondazione Reverse for technical, organizational or public safety reasons, even without notice.

7.4.1 On the occasion of the events, the spectators might be recorded, photographed and/or filmed inside or nearby the area. These images could be broadcasted live or delayed on big screens in the area, on different media, and/or used to create promotional content connected to the event and/or the artists.

7.4.2 Purchasing the ticket or receiving a complimentary one for free, and in any case upon entering the venue, the spectator gives consent to Fondazione Reverse to be photographed, filmed or recorded for free and with the authority to transfer that right to third parties. The images can be consequently broadcasted for the uses stated in the previous section.

7.4.3 Consent is considered provided, by the parents or responsible adults, even concerning underage subjects, upon purchasing a ticket and accompanying the minors inside the concert area to attend the event.

7.4.5 In case of events that are subject to TV recording, Fondazione Reverse can establish a specific entry time to the event venue that is connected to the audio-video recording needs. Fondazione Reverse has the right to forbid entry to the spectators that will arrive later than the time specified on the ticket or entry title.

7.4.6 Considering the audio-video recordings that will be carried out during the event, it will not be possible for the spectators to leave the venue before the end of the event.

7.4.7 For needs connected to the audio-video recording, Fondazione Reverse has the right to reallocate and change seats to the audience. In case there is a specific entry time and the spectators arrive late, if admitted in, they could be placed in a different seat than the one stated on the ticket, already assigned to someone else due to audience repositioning determined by Fondazione Reverse.

7.4.8 During the event and, above all, in the case of TV recordings, the spectator is required to maintain a behavior that complies with the rules of good education and with the needs connected to the audio-video recording. Reverse ETS has the right, at its discretion, to banish from the area any spectator that behaves in an inappropriate way or in contrast to the TV recording needs (e.g. smartphone use in the area).

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