1. Introductory provisions
1.1 These General Terms and Conditions (hereinafter referred to as the “Terms”) govern the rights and obligations between Signal Productions s.r.o., with its registered office at Varšavská 516/19, 120 00 Prague 2, Company ID No.: 24717525, VAT ID: CZ24717525, registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, File 168463 (hereinafter referred to as the “Organizer”), and natural or legal persons (hereinafter referred to as the “Customer”) who purchase a ticket to the Signal INSIDE program as part of the Signal Festival 2025 (hereinafter referred to as the “Festival”). The Organizer’s contact details are: tickets@signalfestival.com.
1.2 By purchasing a ticket for Signal INSIDE, a contract is concluded between the Organizer and the Customer, and the Customer confirms that they have read and agree to these Terms and Conditions in their entirety. These Terms and Conditions form an integral part of the contractual relationship and are available during the purchase process and on the official website of the Festival.
1.3 Ticket sales are provided through a digital platform operated by Eventlook s.r.o., ID No.: 19156481, VAT No.: CZ19156481, with its registered office at Belgická 280/1, 120 00 Prague 2 (hereinafter referred to as “Eventlook”), which provides a technical solution for the purchase and registration of tickets (hereinafter referred to as the “Ticketing Platform”). Eventlook does not act as a ticket seller or as the organizer of the Festival.
1.4 If any provision of these Terms and Conditions is found to be invalid or ineffective, the validity of the other provisions shall not be affected. The invalid provision shall be replaced by a provision that best corresponds to the meaning of the original text.
1.5 The communication channel for questions and customer support is the email address info@eventlook.cz. During October 2025, the Organizer’s telephone line will also be active, the number of which will be listed on the Festival website.
1.6 These Terms and Conditions apply exclusively to the paid Signal INSIDE program and other products organized by the Organizer. They do not apply to the unpaid part of the Festival or to other events that are not organized by the Organizer, even if they take place at the same time or as part of the accompanying program.
2. Ticket types and their validity
2.1 A ticket is considered to be a unique QR code that is delivered to the Customer after completing the ticket purchase. This QR code serves as the only valid document authorizing entry to individual Festival locations. Upon entry, the QR code is verified by a reader and, based on its validity, access is granted or denied. The QR system is set up to track the number of entries used and detect unauthorized use.
2.2 The ticket offer includes the following categories:
- One-day ticket: Entitles the holder to one-time entry to each of the 7 Signal INSIDE program locations during one day. A total of 7 entries are allowed, each to a different location. Entries are monitored by a QR system that does not allow the code to be reused at the same location. In case of suspected misuse, the Organizer reserves the right to invalidate the ticket.
- Four-day ticket: Entitles the holder to repeated entry to all Signal INSIDE program locations for the duration of the Festival. This ticket is non-transferable and linked to the name provided at the time of purchase. The name may be checked upon entry. In the event of a discrepancy or suspected misuse, the Organizer has the right to invalidate the ticket without compensation. The ticket also includes access to an audio guide and other accompanying features.
- VIP ticket: Includes all the benefits of a four-day ticket and provides additional benefits, which are divided into two categories:
- Standard VIP benefits: priority entry (fast track), the option to enter an hour earlier, VIP shuttle transport between routes, audio guide, free entry to Signal Space (upon prior reservation), welcome drink.
- Limited-capacity VIP benefits: admission to the afterparty and guided tours, which must be booked in advance. The organizer does not guarantee participation if capacity is exhausted.
- This ticket is non-transferable and linked to the name provided at the time of purchase. In the event of a discrepancy between the QR code and the name, the organizer reserves the right to invalidate the ticket.
- Single-use offline ticket: Sold exclusively during the festival, either physically at one of the ticket offices or via QR purchase at each location. It entitles the holder to a single entry to any of the selected locations. After using the QR code, the ticket is invalidated and further entry is not possible.
2.3 All tickets are subject to a usage tracking system via QR codes. In the event of repeated or unauthorized attempts to enter, the ticket may be blocked without compensation. The organizer also has the right to request proof of identity if the ticket is non-transferable.
3. Ticket delivery
3.1 After successful completion of payment, the Customer will receive an electronic ticket in the form of a unique QR code at the email address provided. This QR code serves as the only valid document authorizing entry to the individual locations of the Signal INSIDE program. The Customer is obliged to verify the delivery of the ticket without undue delay.
3.2 The ticket (QR code) is non-transferable in cases where this is expressly stated (e.g., for four-day or VIP tickets), and its use is tied to a specific holder. Exceptions and conditions of transferability are defined in Article 2.3 of these terms and conditions. The organizer reserves the right to request identity verification and to block the ticket in the event of unauthorized use of the QR code.
3.3 Electronic tickets can be stored in the Apple Wallet or Google Wallet applications. The customer is responsible for having their ticket available for inspection (in electronic or printed form) during their visit to the Festival.
3.4 Before the start of the Festival, customers will automatically receive an informational email with practical instructions for the Signal INSIDE program, recommendations for planning their visit, and other relevant information.
3.5 Holders of four-day and VIP tickets will also receive the following in connection with their purchase:
- a link to a digital audio guide (for four-day and VIP tickets),
- information and unique links for booking additional programs in the case of VIP tickets (e.g., guided tours, free admission to Signal Space, reservations for the afterparty).
3.6 The customer is responsible for the accuracy of the information provided during the purchase, especially the email address. If the ticket is not delivered due to an incorrect or non-existent email address, the Organizer is not responsible for any complications and does not guarantee timely redelivery.
4. Ticket purchase options
4.1 Tickets for the Signal INSIDE program can be purchased in the following ways:
- Online: via the official Festival website or using QR codes located at individual locations. After successful completion of the payment, the ticket is sent to the Customer at the email address provided during the purchase, which serves as confirmation of the contractual relationship.
- On site: at physical ticket offices located on the two main festival routes – Centrum and Vinohrady. Here, tickets can be purchased in cash or by credit card. The Customer will receive a printed version of the ticket.
4.2 To complete the purchase, the Customer is required to provide the following information:
- first and last name (required for non-transferable tickets, i.e., four-day and VIP tickets),
- email address (used to deliver the ticket and organizational information),
- phone number (in case operational or security information needs to be sent during the Festival) .
4.3 The personal data provided must be true and up to date. The Organizer is not responsible for errors caused by incorrect or incomplete data entry.
4.4 Tickets marked as non-transferable (especially four-day and VIP tickets) are linked to a specific person and cannot be transferred to another holder. The only exception is when the Customer contacts customer support in a timely manner via email at info@eventlook.cz and requests a name change – this change is only possible until October 14, 2025, 12:00 p.m. and only with the Organizer’s consent.
4.5 Accepted payment methods:
- online card payment,
- Apple Pay / Google Pay,
- Pluxee vouchers (according to the current system options),
- bank transfer (only online, with instructions from the payment gateway),
- payment in three installments (provided by an external provider under its own terms and conditions),
- cash or cashless payment when purchasing on site.
4.6 The Organizer reserves the right to restrict or modify the availability of individual ticket types at any time with regard to current capacity, security measures, organizational needs, or the course of the Festival.
4.7 In the case of online ticket purchases, the contract between the Customer and the Organizer is concluded upon acceptance of the Customer’s payment and sending the ticket with the order confirmation to the Customer’s email address provided during the order creation process. When creating an order, the Customer selects the number and type of tickets to be purchased and enters the information necessary to conclude the contract. The Customer is allowed to check and change the information in the order system. By selecting tickets, agreeing to these terms and conditions, and clicking on the order button, the order is completed, which is a legally binding offer to the Organizer to conclude a purchase contract, and the Customer is invited to pay for the order by the means of their choice. The contract is not drawn up in paper form. Upon written request from the Customer, the Organizer will reconfirm the details of the concluded contract in writing (e.g., as a result of the loss of the confirmation email with tickets). Tickets can be ordered in Czech or English.
5. Customer Rights and Obligations
5.1 The Customer is obliged to familiarize themselves with these Terms and Conditions before purchasing a ticket. By purchasing a ticket, they confirm that they fully understand and agree to them.
5.2 The Customer undertakes to:
- comply with the rules for visiting individual locations, which are listed on the Festival website or communicated by the Organizer,
- respect the instructions of the Organizer and its authorized personnel (e.g., checkers and Coordinators),
- comply with the times and conditions of entry to individual locations according to the type of ticket.
5.3 The Customer acknowledges that:
- some types of tickets (e.g., four-day, VIP) are non-transferable, and any attempt to misuse them (e.g., sharing the QR code) may result in the ticket being invalidated without compensation,
- entry to the locations is only possible if the technical conditions are met (readability of the QR code, valid ticket,
- compliance with the capacity limit of the location),
the number of entries is limited (e.g. for one-day tickets) and controlled by the system.
5.4 In the event of loss or non-delivery of an electronic ticket, the Customer may request that it be resent to info@eventlook.cz. Resending is only possible to the originally specified email address.
5.5 In the event of repeated violations of the rules, or in situations threatening the safety of visitors or property, the Organizer is entitled to deny the Customer entry to the Festival or to expel them from it, without any entitlement to a refund of the admission fee.
6. Complaints and system operation, withdrawal from the purchase contract
6.1 If the Customer does not receive an electronic ticket by email within 5 hours of paying for the order, or if they find that the ticket does not match their order, they are obliged to file a complaint directly with the Organizer immediately, but no later than five working days after discovering any of these facts. Following the complaint, the Organizer will evaluate its reason and ensure rectification if the complaint is justified. The Organizer is not obliged to handle the complaint if it was clearly made without reason or after the deadline specified in this article.
6.2 In the event of a technical problem with an electronic ticket (e.g., a malfunctioning QR code, incorrect loading), the Customer may contact the organizer’s staff present at the venue directly. Each location is staffed; the first contact person is the so-called “checker,” who will direct the visitor to the “Coordinator” present.
6.3 The Coordinator is authorized, depending on the circumstances and the data available in the system, to take one or more of the following measures:
- verify the validity of the ticket,
- invalidate the misused ticket,
- allow entry based on alternative verification (e.g., based on name, email, or other data),
- provide instructions for further action in case of a problem (e.g., contacting customer support) .
6.4 The organizer keeps digital records of each use of the QR code, which allows for retrospective verification of entries and possible proof of unauthorized use.
6.5 Complaints regarding technical problems or other deficiencies can be sent by email to info@eventlook.cz after the end of the Festival. Complaints will be dealt with within a reasonable time, no later than 30 days after receipt, and the Customer will be informed of the outcome.
6.6 In the event of a check-in system failure or other emergency situation, the Organizer is obliged to take reasonable measures to ensure visitor entry. In such a case, the Coordinator is entitled to decide on the method of ticket verification or to allow alternative entry in accordance with the Organizer’s current instructions.
6.7 In accordance with the provisions of Section 1837(j) of the Civil Code, a Customer who is a consumer does not have the right to withdraw from a purchase contract without giving a reason if it is a contract for the use of free time and the performance under the contract is provided by the Organizer within the specified period.
7. Processing of personal data
7.1 As the controller of personal data, the Organizer processes Customers’ personal data to the extent necessary for the conclusion and performance of the contract for participation in the Festival, in particular: name, surname, email address, telephone number, and any other data provided when purchasing a ticket.
7.2 The purpose of personal data processing is:
- delivery of tickets and organizational information,
- identification of the Customer upon entry to the premises,
- provision of customer support and resolution of complaints,
- sending information about the Festival and its progress,
- recording of participation for internal analytical purposes and future improvement of services.
7.3 The legal basis for processing is:
- performance of a contract within the meaning of Article 6(1)(b) of the GDPR,
- the Organizer’s legitimate interest in informing its visitors and ensuring the smooth running of the Festival in accordance with Article 6(1)(f) of the GDPR,
- consent given by the Customer in accordance with Article 6(1)(a) of the GDPR.
7.4 The Customer acknowledges that the Organizer is entitled to send them emails containing:
- an electronic ticket and information about its validity,
- practical instructions before the start of the Festival,
- a thank you note after the end of the Festival and a possible request for feedback,
- information about similar events of the Organizer in the future (e.g., future editions of the Festival, related cultural programs).
7.5 The Customer may be included in the Organizer’s distribution database for the purpose of sending emails regarding similar products and services. They may unsubscribe from these emails at any time by clicking on the unsubscribe link in the email or by sending a request to: info@eventlook.cz.
7.6 The sending of marketing or content newsletters that are not directly related to the purchased service (e.g., general information about digital culture, articles, external recommendations) is carried out only with the prior express consent of the Customer.
7.7 Personal data may be processed by an external processor – Eventlook s.r.o., which provides technical solutions for ticket sales. The relationship between the Organizer and Eventlook s.r.o. is contractually regulated in accordance with Article 28 of the GDPR.
7.8 The Customer has the right to request access to their personal data, its correction, deletion, restriction of processing, or to object to its processing. The request can be sent to the following email address: info@eventlook.cz.
7.9 All processing of personal data is carried out in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council (GDPR) and related legislation of the Czech Republic.
8. Changes, cancellation of the event, and refunds
8.1 In the event of complete cancellation of the paid part of the Signal INSIDE Festival without compensation, the Customer is entitled to a 100% refund of the amount paid for the purchased ticket. The Organizer will inform Customers via the email address provided at the time of purchase and will publish a notice on the official website of the Festival.
8.2 If the date or venue of Signal INSIDE changes, the ticket remains automatically valid for the new date or venue. In such a case, the Customer has the right to request a refund of the ticket price no later than 7 days after the change is announced. The request must be sent by email to info@eventlook.cz.
8.3 Purchased tickets are generally non-transferable. In exceptional cases (e.g., serious health reasons), the Customer may request a change of ticket holder by sending a written request by email. The Organizer reserves the right to reject the request, especially in the period immediately before or during the Festival.
8.4 Refunds for reasons other than those listed above (e.g., due to a change in the Customer’s personal plans) are not provided. Exceptions are cases individually assessed by the Organizer, who will decide on a possible refund based on the specific circumstances.
8.5 All refunds are made exclusively on the basis of the Organizer’s instructions. The Eventlook technical platform acts only as an intermediary and is not authorized to refund payments without the express consent of the Organizer.
9. Final terms
9.1 These Terms and Conditions shall become valid and effective on the date of their publication on the official website of the Festival. The Organizer reserves the right to unilaterally amend these Terms and Conditions, with such amendments becoming effective upon their publication. Contracts already concluded shall be governed by the Terms and Conditions valid at the time of ticket purchase.
9.2 Legal relations arising from these Terms and Conditions are governed by the laws of the Czech Republic. Any disputes will be resolved primarily through amicable means. If an amicable solution cannot be reached, the dispute will be decided by the competent court according to the Organizer’s registered office.
9.3 In the event of a consumer dispute arising between the Organizer and the Customer-consumer from the contract that cannot be resolved by mutual agreement, the consumer may submit a proposal for out-of-court resolution of such a dispute to the designated entity for out-of-court resolution of consumer disputes, which is the Czech Trade Inspection Authority, with its registered office at Štěpánská 796/44, 110 00 Prague 1, ID No.: 000 20 869, website: www.coi.cz.
9.4 If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable, this shall not affect the validity of the remaining provisions. Such provision shall be replaced by a provision that most closely reflects the original meaning.
9.5 These Terms and Conditions are written in Czech. An English version will be published subsequently; in the event of a discrepancy, the Czech version shall prevail.
9.6 The GTC were last updated on 19.8.2025.