Terms of Use

GENERAL TERMS AND CONDITIONS FOR ONLINE TICKET PURCHASES
These General Terms and Conditions for Online Ticket Purchases (hereinafter "General Terms") apply to all contracts for the sale of tickets concluded electronically through the ROBEXA App, accessible from mobile devices (iOS and Android) and web browsers, operated and maintained by ROBEXA Ltd.
I. GENERAL CHARACTERISTICS OF THE TICKETS
Art. 1. (1) The subject of the contracts for sale concluded through the ROBEXA App are tickets for entertainment events and other organised activities (hereinafter referred to as "events" or "event").
(2) The website www.robexa.app and the ROBEXA App publish basic information about each individual organised Event, including the name of the Event organiser, performers, date, time and venue of the Event, and other relevant details.
(3) The purchased ticket certifies the right of access to the relevant event.
II. IDENTIFICATION OF THE TRADER
Art. 2. (1) Tickets are sold through the sales system of ROBEXA Ltd., a single-member limited liability company, registered in the Commercial Register maintained by the Registry Agency under UIC 208809810, with registered office and management address at: Varna, Primorski District, Knyaz Boris I Blvd. No. 124, Apt. 1 (hereinafter referred to as ROBEXA).
(2) In the sale of tickets, ROBEXA acts in the name and on behalf of the respective event organiser (see Section III below).
(3) The address where ROBEXA carries out its business activity coincides with the management address stated in paragraph 1 above.
(4) ROBEXA's contact details are as follows: website www.robexa.app, email address info@robexa.app, phone +359 878 648264.
III. EVENT ORGANISERS
Art. 3. (1) The entertainment events for which tickets are sold online through the ROBEXA App are organised by third parties other than the ticket seller ROBEXA. These third parties, referred to hereinafter as "Organisers", are obliged to ensure ticket holders access to the relevant event and are responsible for the timely conduct of the event and the promised quality of the entertainment service.
(2) Organisers determine the venue and time of the event, ticket prices and all other characteristics and conditions under which the event will take place, including conditions for any changes to festival participants including headliners, price changes, and changes related to the date, time and venue of an event, as well as the manner of notifying consumers of changes.
(3) If the Organiser fails to fulfil its obligations in connection with an event, including if the Organiser cancels the event, the Organiser shall be directly liable by law to ticket purchasers for compensation and the return of amounts paid (see Section IX "Event Cancellation").
(4) The event Organiser assigns ROBEXA the distribution and sale of tickets for the relevant event, and in selling the tickets ROBEXA acts in the name and on behalf of the respective event Organiser.
(5) The name of the Organiser of the respective event and the registered office and management address of the latter are published on the website www.robexa.app and in the ROBEXA App, in the description of the relevant event. The name of the Organiser is indicated on the event ticket.
IV. REGISTRATION. TICKET ORDER. PAYMENT METHOD. TICKET VALIDITY
Art. 4. (1) Only natural persons may be users of the ROBEXA App.
(2) By placing a ticket order through the ROBEXA App, the user makes a declaration to conclude a contract for the online purchase of a ticket within the meaning of the Electronic Commerce Act. This declaration is binding on the user; orders cannot be refused or modified.
(3) To purchase a ticket through the ROBEXA App, users must be registered on the platform with their first and last name. Upon user registration, a user account and virtual wallet are created, which is loaded with funds by the user.
(4) Loaded funds may only be used within the ROBEXA platform to purchase tickets.
(5) Basic registration in the ROBEXA App is completed with a phone number or email address.
(6) Full verification in the ROBEXA App requires, in addition to basic verification, an identity document (national ID card or passport) and selfie verification.
(7) ROBEXA applies a tiered user identification and verification system, under which different verification levels provide different limits and functionalities within the platform.
(8) User balance limits and platform functionalities may depend on the user's verification level.
(9) ROBEXA reserves the right to temporarily restrict or deactivate a user account in cases of suspected abuse, fraudulent activity, breach of these General Terms, or unusual activity.
Art. 5. (1) The user may load balance into their account exclusively by bank card (Visa/Mastercard). The minimum top-up amount is EUR 10.00.
(2) Balance under basic registration (phone number only) may not exceed EUR 50.00.
(3) Balance under full verification (with identity document) may not exceed EUR 200.00.
(4) The maximum single top-up amount under basic registration is EUR 50.
(5) The maximum single top-up amount under full verification is EUR 200.
(6) The balance cannot be transferred to the user's bank account or to another user account.
(7) The user balance constitutes an internal technical balance for exclusive use within the ROBEXA platform and does not constitute electronic money, a payment account, deposit, or financial service within the meaning of applicable legislation.
(8) Loaded funds may be used exclusively to purchase services and tickets within the ROBEXA platform.
(9) ROBEXA does not process refunds of loaded funds to bank accounts, payment instruments, or in any other form outside the platform, except where the user has made a purchase through the App Store or Google Play, in which case the refund policies of Apple Inc. and Google LLC, respectively, shall apply.
(10) If the user's account is inactive for a period of 24 months from the last ticket purchase, the account will be frozen; the balance available at that time will not be deleted.
(11) Account reactivation is possible at any time by contacting support at: info@robexa.app.
(12) ROBEXA uses licensed external payment service providers to process card payments: ProCredit Bank (Bulgaria) EAD and BORICA AD.
Art. 6. (1) Selected tickets may be paid for by the user using the available balance in their virtual wallet.
(2) Following successful ticket purchase, the user receives a notification in the ROBEXA App confirming receipt of the declaration to conclude the online ticket purchase contract.
(3) Each ticket contains a unique QR code for validation.
(4) Upon successful scanning, the ticket is deemed used and cannot be used again.
(5) Purchased tickets may be transferred to other users registered in the ROBEXA App. Upon successful ticket transfer, the original ticket automatically becomes invalid.
(6) ROBEXA is not liable for the voluntary transfer of a ticket to an incorrect user account.
(7) Unless otherwise stated, the ticket is valid until 06:00 on the day following the respective event. After expiry, the ticket is automatically deactivated.
(8) A ticket may be transferred a maximum of two times.
(9) After a ticket has been validated at entry, it cannot be transferred.
Art. 6a. (1) The use of the platform for fraudulent activity, creation of fake accounts, payment abuse, unauthorised chargeback procedures, automated use of the platform, or circumvention of ROBEXA's functionalities is prohibited.
(2) In cases of suspected abuse, ROBEXA reserves the right to:
temporarily restrict access to the platform;
freeze the user account;
cancel tickets;
temporarily withhold the available balance pending the completion of an investigation.
(3) ROBEXA maintains registration and audit logs of financial operations carried out for the purposes of security, fraud prevention, and compliance with applicable legislation.
Art. 7. (1) Upon purchase of a ticket through the ROBEXA App, an administrative service fee of EUR 1.00 per ticket purchased is automatically charged. This fee is intended to cover ROBEXA's costs related to the use, maintenance, and updating of the platform operated by ROBEXA.
(2) An invoice may be issued by the event organiser. To request one, please send an enquiry to info@robexa.app and the organiser's email address will be provided.
(3) ROBEXA issues a fiscal document to the user in respect of its administrative fee.
(4) All applicable fees and final amounts are displayed to the user prior to confirming the purchase.
V. VOUCHERS
Art. 8. (1) A voucher for a concert or other entertainment event may only be purchased through the ROBEXA platform.
(2) The voucher may be used to purchase tickets for events on the ROBEXA platform within one calendar year from the date of purchase.
(3) An event voucher may be used strictly in accordance with the following conditions:
No cash equivalent or change will be given in exchange for a purchased voucher where the value of the selected tickets is lower than the value of the voucher;
If the value of tickets for a specific event exceeds the value of the purchased voucher, a mixed payment may be made by paying the difference by credit/debit card. In this case, two or more vouchers may be used to pay for the same order;
A single voucher may be used for different orders until its value is exhausted;
The voucher is valid until the expiry of one year from the date of purchase;
Vouchers may not be resold;
In the event of cancellation of the event for which the voucher has been redeemed, the value of the ticket purchased by means of the voucher will be refunded to the customer's virtual wallet;
Breach of these terms of use renders the voucher invalid.
VI. TICKET STORAGE AND PRESENTATION REQUIREMENTS. RULES OF CONDUCT AT EVENTS
Art. 9. (1) Every visitor is required to keep their ticket in the ROBEXA App until the event concludes.
(2) Upon leaving the venue during an event, re-entry is permitted only upon presentation of the ticket. No refunds are made for tickets stolen, lost, or damaged by the customer.
(3) By purchasing a ticket, the visitor undertakes to comply with the internal regulations established by the Organiser for the relevant event. Violation of the internal regulations and misuse of the ticket may be penalised by a warning to leave the venue or other measures in accordance with the Organiser's rules.
(4) The resale of tickets outside the functionalities of the ROBEXA platform is prohibited.
VII. MINORS ATTENDING EVENTS
Art. 10. (1) These General Terms apply exclusively to legally capable natural persons who have attained the age of 18 (eighteen) years under applicable Bulgarian law.
(2) Registration of a user profile, use of the Platform, and placing orders and purchasing tickets through it may only be carried out by persons referred to in paragraph 1. By registering or purchasing a ticket, the person declares and warrants that they are 18 years of age and have the legal capacity to enter into contracts.
(3) Persons under 18 years of age are not permitted to create a user profile, place orders, or purchase tickets through the Platform. The Organiser and/or Platform operator shall not be liable for false age information provided by a user.
(4) An adult user may purchase tickets for minors and/or persons under the age of majority, in which case the user is responsible for ensuring that the attendance of such persons at the relevant event is permissible under applicable law, the conditions of the Organiser, and all age restrictions announced for the specific event.
(5) Pursuant to Article 8, paragraphs 3, 4 and 7 of the Child Protection Act and the provisions of the Ordinance on the Specialised Protection of Children in Public Places, minors may attend events only in compliance with applicable legal requirements regarding their supervision, including:
Persons under 14 years of age must be accompanied by a parent, guardian, trustee, or other authorised adult after 20:00;
Persons aged 14 or over but under 18 must be accompanied by a parent, guardian, trustee, or other authorised adult after 22:00.
(6) Where the escort of a minor is an adult other than their parent, guardian, or trustee, the escort must present a consent declaration for the child's attendance at the event, issued in the name of the adult escort and containing notarially certified signatures of the parents, guardian(s) or trustee(s), where required by applicable law or by the event Organiser.
(7) The user who purchased the ticket for a minor bears full responsibility for compliance with the requirements of this Article. The Platform operator is not liable if admission to an event is refused due to non-compliance with statutory requirements, age restrictions, or the Organiser's rules.
(8) Individual Organisers may establish additional or stricter age restrictions for specific events. Applicable legislation may prohibit admission of persons below a certain age in respect of specific productions. Prior to purchasing a ticket for a person under 18, the user must review the relevant Organiser's terms and conditions and verify whether admission of minors to the event is permitted.
(9) The purchase of a ticket for a person under 18 constitutes confirmation by the user that all applicable statutory requirements and the Organiser's conditions regarding the participation or attendance of that person at the relevant event have been and will be complied with.
VIII. WITHDRAWAL FROM PURCHASED TICKETS
Art. 11. Pursuant to Article 57, item 12 of the Consumer Protection Act, the provisions of Articles 50–56 regarding the consumer's right of withdrawal from a distance contract within the 14-day reflection period do not apply to the provision of services related to leisure activities. Accordingly, customers do not have the right to withdraw from tickets for entertainment events purchased electronically.
IX. EVENT CANCELLATION
Art. 12. (1) In the event of cancellation of an event, the event Organiser is responsible for compensating persons who have suffered loss as a result of the cancellation. Cancellation of the event constitutes non-performance by the Organiser of the obligation undertaken to provide the paid entertainment service.
(2) In the event of full cancellation of an event by the organiser, responsibility for compensating the consumer rests with the organiser. ROBEXA provides the technical capability for the organiser to offer an alternative event, a ticket of different value, or other forms of compensation within the platform.
(3) Where a concert or event is postponed, the ticket automatically remains valid for the new date (following re-validation of the QR code). The user will receive a notification regarding the new date. If the user is unable to attend on the new date, the ticket amount will not be refunded and will remain with the organiser.
(4) Where the Organiser refuses to refund amounts paid for tickets, customers may submit their refund requests directly to the Organiser at its management address stated in the event description, or lodge a complaint against the Organiser with the competent state authorities.
(5) In the event of refunds, administrative fees and costs for services already rendered in connection with ticket processing and sale shall not be returned.
(6) In the event of the user's non-attendance ("no-show"), the funds used and the value of the ticket will not be refunded.
(7) The conditions regarding event cancellation, user non-attendance ("no-show"), and refund restrictions are described in these General Terms and are deemed accepted upon making a purchase.
X. CONSENT TO RECORDING
Art. 13. Visitors are notified that events may be filmed, broadcast, or otherwise covered using all technical means by the Organiser or its partners, including for promotional and media coverage purposes. A visitor who does not wish to be individually filmed should notify the venue staff at the event. Use of a visitor's personal image for advertising or commercial purposes beyond general event coverage requires separate, explicit consent from the relevant individual.
XI. PERSONAL DATA PROTECTION
Art. 14. (1) ROBEXA processes personal data in accordance with applicable legislation and takes the necessary technical and organisational measures for the protection of personal data.
(2) ROBEXA processes personal data for the purposes of performing ticket purchase contracts and operating the platform in accordance with the Privacy Policy.
(3) ROBEXA reserves the right to require additional identification, information, or documents in cases of suspected abuse, fraud, or violation of the law.
XII. OUT-OF-COURT DISPUTE RESOLUTION
Art. 15. (1) Users have access to out-of-court dispute resolution procedures with the assistance of alternative dispute resolution bodies. General conciliation commissions are competent to hear disputes concerning tickets purchased online.
XIII. GENERAL PROVISIONS
Art. 16. (1) ROBEXA is not responsible for the validity and authenticity of tickets purchased through channels other than ROBEXA's official channels. In this regard, ROBEXA advises its customers to purchase tickets exclusively through ROBEXA's official channels or via the website www.robexa.app. Under no circumstances may customers be charged a price higher than the amount stated on the ROBEXA platform.
(2) Acceptance of these General Terms by the customer renders them an integral part of the contract for the online purchase of tickets concluded between ROBEXA and the customer upon placing an order on the ROBEXA platform.
(3) ROBEXA does not guarantee uninterrupted and error-free operation of the platform and shall not be liable for temporary unavailability, technical problems, internet connectivity, actions of third parties, or force majeure circumstances.
(4) The ROBEXA platform operates as a closed system, within which loaded funds may only be used within the platform.
(5) The user account is personal, non-transferable, and may only be used by the registered user.
(6) ROBEXA reserves the right to restrict access to chat functionality and to block users in cases of violation of the platform's rules.
(7) ROBEXA reserves the right at its own discretion to approve, refuse, restrict, or remove published events, offers, tickets, and content.
(8) ROBEXA reserves the right to restrict the number of tickets that may be purchased by a single user for a specific event.
Art. 17. (1) These General Terms and any disputes arising from or in connection with them shall be governed by and construed in accordance with the legislation of the Republic of Bulgaria.
(2) Any disputes which the parties fail to resolve by mutual agreement shall be referred to the competent Bulgarian court, without prejudice to the rights of consumers arising from the applicable consumer protection legislation of their country of habitual residence, where applicable under EU law.