FAQ - Frequently asked questions

QUESTIONS ABOUT THE TICKET

1. I have completed my order but have not received a confirmation. What can I do?

It can take up to 60 minutes before you receive your order confirmation. Please also check your spam folder. If you still have not received confirmation of your order after this time, please contact our support team at jazzopen@opus.live.

2. I have ordered e-tickets. Where can I download these tickets?

If you have made the booking by credit card or instant bank transfer, you can download the tickets directly after booking by clicking on the corresponding button. They will also be available as an email attachment with the confirmation sent shortly after your successful payment transaction in the form of a PDF document.
If the order is made by prepayment, a confirmation of receipt of payment will also be sent by email after receipt of payment. Here too, the tickets are attached in the form of a PDF document.

3. I would like to order e-tickets. How is the selection made?

E-tickets are selected in the "Please select dispatch method" step. If the "Online ticket" option is not available, tickets can only be sent by post. This depends on the event in question.

4. Can tickets be (partially) returned?

Tickets are generally excluded from the right of cancellation and return (all information can be found in the GTC). You will be clearly informed of the binding nature of your order during the ordering process.

5. May I resell the tickets I have purchased?

Tickets may not be sold commercially. The respective organiser may have special regulations for this. Private resale (e.g. to family/friends/acquaintances) is permitted as long as the original purchase price is not exceeded.

6. Do accompanying persons need a ticket?

Every person wishing to attend the event requires a valid ticket. Any deviating regulations for individual events will be indicated during the ordering process.

7. Do children need a ticket, can I take my child on my lap?

Children between the ages of 3 and 6 can enter the festival/concert grounds free of charge with a parent or guardian. However, they are not entitled to a fixed seat.

8. I have lost my ticket, can I get a replacement?

It is not possible to send you a replacement if you lose your ticket. Tickets are valuable items and must be treated accordingly.

9. Is my ticket also valid as a bus and train ticket?

The VVS KombiTicket is included with the purchase of our tickets. The KombiTicket allows you to travel on all VVS public transport (2nd class) 3 hours before the start of the event and until 5 a.m. on the following day. If the ticket can be used as a ticket, the ticket will state where and during which period the ticket is valid.

10. Are the purchased tickets personalised?

No, the name of the purchaser is not noted on the tickets. If there are any exceptions, these will be indicated in the order process. If your tickets are e-tickets, the purchasers details will be printed on the ticket by an automatic process. The tickets can also be redeemed by other persons and are not personalised.

QUESTIONS ABOUT THE EVENT

1. May my underage children go to concerts?

Children under the age of 3 are not permitted to enter the venue. Children between the ages of 3 and 6 are admitted free of charge and are not entitled to a seat. Children between the ages of 3 and 13 may only attend concerts if accompanied by a person with parental authority or guardianship. Young people between the ages of 14 and 17 are admitted to concerts until midnight with parental permission and unaccompanied by a person with parental authority. Furthermore, the Youth Protection Act applies.

2. How do I find out if events are postponed or cancelled?

On the one hand, you can enquire on our homepage www.jazzopen.com before the concert date, on the other hand, we will also inform you by e-mail about all relevant news.

QUESTIONS ABOUT THE NEWSLETTER

1. How do I unsubscribe from the newsletter?

If you no longer wish to receive news from us by email, please use the "unsubscribe" function in the newsletter or send an email to jazzopen@opus.live.

QUESTIONS ABOUT DELIVERY

1. I have not received the tickets i ordered or have received the wrong number of tickets. What do I do next?

Please contact jazzopen@opus.live in good time so that we can take care of your case - unfortunately, complaints can no longer be processed shortly before the event or on the day of the event.

2. How long does the delivery of the tickets take?

As soon as we can capture your payment in the order, your tickets will be printed and released for dispatch through an automated process.
With standard postage, it can take up to 7 working days until you have your tickets in your hands.

3. Can I buy e-tickets and colour tickets in one order?

Unfortunately, it is not possible to book e-tickets and Colortickets in one order. In this case, please place separate orders.

4. In which format do I have to print out my e-ticket?

It is not necessary to print out e-tickets; the ticket can be presented digitally. Alternatively, we recommend a black and white printout on white A4 paper. It is important that the print is clearly legible. If you fold the e-ticket, please take care not to crease the barcodes.

5. My tickets have not yet arrived. What do I do now?

As a rule, we will send your tickets together with the delivery note by post and the consignment will be delivered to your letterbox by Deutsche Post. You will receive an e-mail notification on the day your consignment is dispatched.

Please note:
- Due to different mail delivery times, the arrival of your mail item may be delayed by up to 7 working days in exceptional cases.
- If you have selected registered or express delivery, we will inform you of this by e-mail in our dispatch notification and also provide you with the corresponding consignment number. You can then track the progress of your consignment on the website of the respective shipping service provider.
If your consignment does not arrive within 7 working days of receiving our dispatch confirmation email, please contact customer service at jazzopen@opus.live so that we can make an enquiry if necessary and discuss the next steps with you.

QUESTIONS ABOUT THE ORDER

1. Can I still change or cancel my order?

Unfortunately, it is not possible for us to change or cancel your order. Automatic processes ensure that the tickets are reserved for you as soon as you submit your order.
Exchanges, changes or cancellations of tickets are not accepted by the event organisers on whose behalf we are acting. You will be clearly informed of the binding nature of your order during the ordering process.

2. What does "Not available" or "Not deliverable" mean?

In this case, tickets for this concert are no longer available for purchase via the online shop. As we cannot guarantee whether or when tickets will become available again, you will have to find out for yourself via our ticket shop. We do not keep a waiting list for sold-out concerts.
The label "Not available" refers to the fact that the event is imminent and the tickets can no longer be delivered due to the short lead time.

3. I have placed more than one separate order; can these be combined at a later date to save shipping costs?

As the order process, the receipt of payment and the printing of the tickets is an automated process, unfortunately orders cannot be merged.
Please do not retain any shipping costs, as otherwise the order will be incompletely paid for and the tickets cannot be dispatched.

4. What happens to my data?

The data you entered when registering will only be collected, processed and used for the purpose of establishing the corresponding contract, executing and processing the contract and for billing purposes.

5. Can I return my tickets (in the event of illness or similar)?

Unfortunately, it is not possible for you to return the tickets. Automatic processes ensure that the tickets are reserved in our webshop immediately after the order has been sent.
The event organisers on whose behalf we are acting do not accept exchanges, rebookings or cancellations of tickets. You will be clearly informed of the binding nature of your order during the ordering process.

6. Can I choose my seats directly in the seating plan?

It is possible to book seats in the seating plan for many events by clicking on the "Seating plan" button. Selected seats are shown in green, seats that have already been sold are shown in grey. You can also view the price categories on offer in the seating plan.
When booking several tickets, contiguous seats are automatically offered, if available. If you would like separate seats, you will need to place several orders.
Please note that "JavaScript" must be activated in your Internet browser in order to use the seating plan booking function.

7. is there a group discount and how can I order more tickets than the maximum number?

A maximum of 8 tickets can be purchased per order. Unfortunately, we do not offer a group discount. If you would like to buy more than 8 tickets, you would have to place several orders.

8. Can I also order my tickets by telephone or e-mail?

No, unfortunately it is not possible to order tickets by telephone or e-mail. Tickets can only be booked via the online booking system.
In exceptional cases, for example in the case of wheelchair spaces, we often provide separate ordering channels.

9. Do children, pupils, students, senior citizens or people with disabilities receive discounts?

At jazzopen concerts, schoolchildren and students receive a 10% discount on presentation of appropriate identification at the time of purchase and admission. These can be selected in the shopping basket under the individual ticket items. Please note that no discounts can be granted retrospectively after an order has been placed. Please also note that proof of identity may be required.
For best-seat bookings or for events with free seating, simply select the desired number of tickets and then select "Student" instead of "Normal price" in the drop-down fields that appear for each ticket. For seat-specific bookings in the seating plan, the discount is selected after the desired seats have been selected in the seating plan.

In other words: 1. select the desired seats at the normal price in the seating plan, 2. in the next step, select the discount instead of the normal price for the corresponding tickets in the shopping basket (via the "Change" text link). If no discount can be selected, this seat cannot be booked at a reduced price.

10. How can I get tickets for wheelchair users?

We have set up a separate seating contingent for people in wheelchairs; there is a raised wheelchair platform for concerts on the Schlossplatz and for standing room concerts in the Altes Schloss. Tickets can only be obtained by calling the organiser on +49 711 509900. With appropriate proof (i.e. mark B in the disabled persons pass), an accompanying person will be admitted to the jazzopen free of charge.

11. I have the status "B" in my disabled persons ID card for taking an accompanying person with me. Does this person get a free ticket?

The accompanying person will receive free admission to the jazzopen if they can provide appropriate proof.

QUESTIONS ABOUT PAYMENT

1. How can I pay for my tickets?

The payment options vary from event to event. We normally offer the following payment options:
- Credit card
- Instant bank transfer
- Prepayment/bank transfer
It may occasionally be the case that you can only pay for an event by credit card (for example, if the event is taking place soon). Payment options that require you to provide your data are processed by certified providers, so that these methods are completely secure.
For all payment options, your order will only be processed once payment has been received. We therefore ask for your understanding that it may take between 5 and 10 days before you receive your tickets if you choose the "bank transfer" payment method.

2. How does payment by bank transfer work?

After completing the order, we ask you to transfer the outstanding payment amount to the specified account within the next 5 days. Please note that our bank details and the reason for payment must be stated correctly, only then can we guarantee a quick allocation of your payment to the order. The order will be processed after receipt of payment.

3. How does payment by credit card work?

After selecting the credit card payment method, you will be asked to enter the name of the credit card holder, the credit card number, the expiry date and the verification number. Please have the relevant data ready. The amount will be debited from your credit card immediately.

4. How does payment by instant bank transfer work?

After selecting the SOFORT Überweisung payment method, you first complete the booking and are then redirected to the pages of our partner SOFORT Überweisung. You will need an online-enabled bank account with authorisation for the PIN/TAN procedure. Therefore, please have your complete online banking access data ready. After successful payment you will be returned to our shop.

5. Is payment by instalments possible?

Unfortunately, payment by instalments is not possible.

6. Will I receive an invoice for the tickets I have ordered?

As a technical service provider, we are unfortunately not authorised to issue an invoice, so please contact the local event organiser.

7. I placed an order but there was a payment cancellation. Now the seats are no longer available. How can I book them again?

If the system has registered a payment cancellation, the affected seats will be automatically released by the system after approx. 2 days. We recommend that you then make the booking using a different payment method to avoid another problem.

QUESTIONS ABOUT TICKET INSURANCE

1. Can I have my tickets insured?

Yes, you can have your tickets insured if you are unable to attend the event for any insured reason.

If you have any questions regarding the insurance, please contact HanseMerkur directly:
E-mail: info@hansemerkur.de
Telephone: +49 (0) 40 - 4119 0
Fax: +49 (0) 40 - 4119 3257
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