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Terms and Conditions

Notes

1.One person per ticket regardless of age.
2.Your pre-paid tickets booked online can be collected from self-service ticketing kiosks or at the sales counters at any of the URBTIX outlets. Postal and courier delivery of purchased tickets is available up to 7 days before the performance. Please present the credit card used for the online booking for verification and collection of the pre-paid tickets. For ticket collection by claim ID, please use the automatically generated claim ID by the system upon ticket purchase and your user-defined password to collect your purchased tickets.
3.For virtual card payment without selecting ticket collection by claim ID, you need to be collected at the sales counter at any of the URBTIX outlets upon presentation of the confirmation record and proof of identity of the e-cardholder.
4.Tickets sold are non-refundable and non-exchangeable.
5.All handling charges collected are non-refundable.
6.Please refer to the terms and conditions of each event for special discounts applied.
7.URBTIX and Maoyan are not responsible for any loss and / or claims arising from postal delay, non-delivery, incorrect entries of personal details or mailing address as submitted by the customer.
8.Lost ticket(s) will not be re-issued. Customers who lost their ticket(s) should contact Maoyan customer service hotline (852) 3166 1100 for assistance at least 3 working days prior to the performance. Customers shall provide sufficient transaction proof for our verification and deliberation on the report loss.
9.In the event that the show is cancelled or postponed, the event organizer shall be responsible for refunding the purchase price of the tickets.
10.The ticket holder must comply with all legislation and house rules applicable to the event/ venue.
11.In case of disputes on the transaction, URBTIX and Maoyan's decision shall be final.

 

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Terms and Conditions of Sale

(1)One-person-one-ticket

One (1) person per ticket regardless of age, subject to age limit specified for each event.

(2)Payment

Unless otherwise specified, payment for tickets may be made by the following methods:

Internet booking

- Visa, Mastercard, American Express, UnionPay, Alipay, WeChat Pay or Faster Payment System.

Mobile app booking

- Visa, Mastercard, American Express, UnionPay, Alipay or WeChat Pay.

Telephone booking

- Visa, Mastercard, American Express or UnionPay.

Counter booking

- Cash (Hong Kong currency only), Visa, Mastercard, American Express, UnionPay, Octopus, Alipay, WeChat Pay or Faster Payment System.

Self-service ticketing kiosk booking

- Visa, Mastercard, American Express, UnionPay without PIN authentication, Octopus, Alipay, WeChat Pay or Faster Payment System.

 

（Mobile payment through electronic wallet including Apple Pay, Google Pay, etc. may be accepted for use of applicable virtual cards of the above-mentioned electronic payment means as applicable to the respective ticket purchase channels.）

(3)Seat Selected by Computer

After customers select event, date and time of performance, number of tickets and ticket price on the Internet booking website, mobile app and self-service ticketing kiosk, the computer system will follow the preset logic to scan from the default preferred seat to select appropriate location of the available seats matching the required quantity for customers to consider. Customers may also make their own selection of other available seats (not applicable to events with “free seating” or some other events).

(4)Handling Charges

Handling charge for Internet, mobile app and telephone booking is HK$9 per ticket. No additional ticket delivery charge will be levied if customers choose to collect their purchased tickets at counters of URBTIX outlets or self-service ticketing kiosks. There is an additional charge for ticket delivery by mailing/courier services (please see Fees）for details). All handling and mailing/courier services charges shall be collected by the contractor providing the ticketing system and operation services for URBTIX and are non-refundable.

(5)Number of Tickets

Unless otherwise specified, each purchase of tickets through counter, Internet, mobile app, self-service ticketing kiosk or telephone booking is limited to a maximum of forty (40) tickets per transaction.

(6)Popular Events

In respect of popular events, URBTIX may impose restriction on the maximum number of tickets (for example, six (6) tickets) that can be purchased by each person on the first day of ticket sale and/or thereafter; and may also determine that no counter booking, self-service ticketing kiosk and/or other booking services be available for particular popular events.

(7)Sold Tickets

Tickets sold are non-refundable and non-exchangeable.

(8)Lost Tickets

URBTIX and Tianjin Maoyan Weying Technology Co., Ltd. (hereinafter referred to as “Maoyan”), the contractor which provides the ticketing system and operation service for URBTIX, will not be responsible for any lost ticket due to the provision of invalid or inaccurate mailing addresses by customers. In case of lost tickets, a customer should report to the police and contact Maoyan’s ticketing enquiries and customer services hotline at least three (3) working days before the performance date. Maoyan shall issue a “Non-delivery / Report Lost of Ticket” letter with the customer’s name, identity document number and police lost report reference number to the customer. The customer is required to bring along the said letter for admission to the performance, whereas the admission of which is subject to the absolute discretion of the venue management.

(9)Delay in Postal and Courier Delivery

URBTIX and Maoyan shall not be responsible for any loss caused by delay in postal and courier delivery of tickets.

(10)Age Restriction

Some events may have age restriction. A ticket holder may be refused admission by the venue management for non-compliance. Ticket-holders may be required to show proof of age on demand by the venue management. Customers should check the age restriction before purchase. The age restriction is also clearly printed on each ticket.

(11)Admission to Category III Films

To comply with the Film Censorship Ordinance (Chapter 392 of the Laws of Hong Kong), the venue management will refuse admission by persons under the age of eighteen (18) to any screening of Category III films. Ticket-holders may be required to show proof of age on demand by the venue management.

(12)Concessionary Tickets

Holders of concessionary ticket, including but not limited to concessionary tickets for senior citizens aged sixty (60) or above, people with disabilities, full-time students and comprehensive social security assistance recipients, will be admitted only on production of acceptable proof of eligibility. Some ticket discounts that require production of proof of eligibility at purchase may only be offered by presenters for counter booking. If a customer intends to buy concessionary or discount tickets via counter booking, please inform the counter staff before the purchase.

(13)Details on Tickets

A ticket holder may be refused admission if any details on the ticket have been omitted or altered or if the ticket is damaged, defaced, or otherwise mutilated.

(14)Hong Kong Space Museum

Space Theatre – Each ticket admits one (1) person only (children under three (3) years old are not allowed to be admitted).

Exhibition Halls – Each ticket admits one (1) person only (exception: children under four (4) years old are not required to purchase admission tickets, but must be accompanied by an adult).

(15)Sight Line Blocking

Ticket-buyers should note that the following seats at respective venues may have the sight line partially blocked.

Grand Theatre, Hong Kong Cultural Centre:

Seats 48-52 of VIP Box 3 and Seats 1-5 of VIP Box 4.

Concert Hall, Hong Kong Cultural Centre:

Seats 1, 2, 61, 62 of Row C; Seats 1-7, 94-100 of Row AA; Seats 1-8, 94-101 of Row BB; Seat 27 of Row HH and Seats 1-2 of Wheelchair Box.

Concert Hall, Hong Kong City Hall :

Seats at Boxes and Promenade; Seats 6, 21 of Row BB; Seats 6, 7, 23, 24 of Row BC and Seats 8, 9, 24, 25 of Row BD of the Balcony.

Arena, Queen Elizabeth Stadium :

(Applicable to all events)

Seats 3-17 of Row M, Seats 5-17 of Row N and Seats 6-17 of Row O of Section 1; Seat 72 of Row M of Section 2; Seats 1, 4-5 of Row M and Seat 5 of Row N of Section 3; Seats 81-93 of Row M, Seats 81-91 of Row N, Seats 81-89 of Row O, Seat 81 of Rows P-Q and Seats 81-82 of Rows R-S of Section 4; Seats 6-18 of Row M, Seats 8-18 of Row N and Seats 10-13 of Row O of Section 5; Seats 69-72 of Rows M-N and Seats 69-71 of Row O of Section 6; Seats 1-2 of Row M of Section 7; Seats 80-94 of Row M, Seats 80-92 of Row N and Seats 80-91 of Row O of Section 8.

 

(For events using Central Stage Configuration only)

Seats 33, 47 of Row F of Section 1; Seats 51, 65 of Row F of Section 4;

Seats 34, 48 of Row F of Section 5; Seats 50, 64 of Row F of Section 8.

Theatre, Ko Shan Theatre :

Seats AA1-10, 12-24, 26-35 of the Balcony.

New Wing Auditorium, Ko Shan Theatre :

Seats AA3-31, BB1-2, BB8-10, BB23-25, BB30-31, CC7-10, CC23-26, DD10 and DD24 of the Balcony.

Auditorium of Kwai Tsing Theatre :

Seats BA1-4, BB1-4, BC1-6 and BD1-6 of the Balcony.

Auditorium of Yuen Long Theatre :

Box Seats BA1-6, BB1-4, BC1-6, BD1-4 and Seats BE1-35 of the Balcony.

Auditorium, Sha Tin Town Hall/Tuen Mun Town Hall/Tsuen Wan Town Hall/North District Town Hall :

Seats BB6, BB17, BC7 and BC18 of the Balcony at the Auditorium, Tsuen Wan Town Hall.

Certain seats at Balcony Rows BA and BB at the Auditorium of Tsuen Wan Town Hall, at Balcony Rows BB and BC at the Auditorium of North District Town Hall and at Balcony Row BB at the Auditorium of Sha Tin Town Hall and Tuen Mun Town Hall owing to the railings of the Balcony.

Lecture Hall, Hong Kong Space Museum :

For film/video screenings: Seats 14 of Row A, Seats 1-4, 21 of Row B,

Seats 1-4, 22 of Row C, Seats 1-4, 23 of Row D, Seat1-4, 24 of Row E;

Seats 1-3, 27 of Row F, Seats 1-3,29 of Row G and Seats 1-3, 30 of Row H;

Y-Theatre, Youth Square :

Seats S1-6, 31-36 and T1-36 of the Balcony.

(16)Changes of Programmes

The presenter of the event reserves the right to add, withdraw or substitute artists and/or vary advertised programmes, seating arrangements and audience capacity.

(17)Cancellation and Postponement of Programmes

Tickets are issued/sold on behalf of the presenter of the event whose name appears on the ticket. For Leisure and Cultural Services Department’s presentations being cancelled or postponed, liability of the Leisure and Cultural Services Department shall be restricted to a refund of the purchase price of the ticket. For other presenters’ presentations, the presenter shall be responsible for making any refund. Unless otherwise specified, refund shall only be made to the buyers of the tickets as shown in the latest record of URBTIX and, when possible, be made by using the same payment method used to purchase the tickets as shown in the latest record of URBTIX except, in the case of payment made by cash, Octopus or Faster Payment System, the refund shall be made to the holders of original tickets only.

(18)Late-comers

The management of the venue where the event takes place reserves the right to refuse admission by any late-comers to the event. The management also reserves the right to determine the time at which and the manner in which late-comers are to be admitted.

(19)House Rules

All tickets are sold subject to the Terms and Conditions of Sale, the house rules of the venue where the event takes place and special conditions (if any) set by the presenter, the details of which are available or displayed respectively at the management office / box office / website of the respective venue, URBTIX website / mobile app / self-service ticketing kiosks and/or provided in the announcement by the presenter.

(20)Suggestions and Enquiries

Please see Contact us.

 

Security & Privacy Statement

Tianjin Maoyan Weying Technology Co., Limited ("we", "us", "our", “Maoyan”) is commissioned by the Leisure and Cultural Services Department of the Government of the Hong Kong Special Adminstrative Region to provide the ticketing system and operation services for URBTIX, Your privacy and transaction security are our top priority. We shall ensure that our collection, use, retention, transfer and access of personal data comply with the requirements of the Personal Data (Privacy) Ordinance (Cap 486, The Laws of Hong Kong). When you buy tickets, our system will immediately process your transaction and obtain authorization for payment processing. Our proven system makes use of a number of important security measures to protect your personal information, and we will continue to enhance our security standards.

 

Types and Use of Personal Information Collected

Membership Registration and Non-member Purchase

If you register as a member, you are required to provide relevant personal information (including your name, contact telephone number, and email address).

Non-member is required to provide your name, email address and contact telephone number only in the course of online ticket purchase.

For ticket purchase at URBTIX outlets and self-service ticketing kiosks, you can opt to provide your contact telephone number or not.

You can receive confirmation record by email upon successful online purchase of tickets. We may also contact you by your contact telephone number or email in case:

  • we detect any unusual transaction activities;
  • we encounter any problems with your order; or
  • there is any special circumstance with an event for which you have purchased tickets, such as event cancellation, programme change, etc.

 

"Verified by Visa", "MasterCard SecureCode", "American Express SafeKey"

"Verified by Visa", "MasterCard SecureCode" and "American Express SafeKey" are personal password security services that help protect Visa Cards, MasterCards and American Express respectively from unauthorized online use, giving customers extra protection when shopping online. If your credit card issuing bank supports this feature, please register for "Verified by Visa", "MasterCard Secure Code" and "American Express SafeKey" before you start your purchase. For details of the registration, please visit your card Issuer's website or check "Verified by Visa", "MasterCard Secure Code" and "American Express SafeKey" websites.

 

Other Electronic Payment Means

If you use any other means of electronic payment, such as UnionPay, Alipay, WeChat Pay, FPS, Apple Pay, Google Pay, etc., these third party service providers may use your payment information and transaction information in order to process your transaction. Your use of any such third party services are subject to separate terms of services and privacy policies issued by such third parties.

 

Transmission of Registration / Transaction Information

All registration / transaction information is sent to our secure system through a protocol called Secure Sockets Layer (SSL). SSL encrypts your registration / transaction data so they are unreadable in online transmission.

 

Storage of Registration / Transaction Information

Registration / Transaction information is stored securely in our system when it reaches us. The system is protected by Intrusion Protection System and firewalls that ensures customers’ sensitive information is not available to unauthorized computers. We will continue to implement new and improved security and privacy measures as appropriate from time to time. Your registration / transaction information will be retained during the validity period of your membership or within a reasonable time after your termination of membership.

 

Use of Collected Personal Information

We shall only use the collected personal information for the following purposes:-

  • For processing payment of ticket purchase;
  • For delivery of tickets by email, mail or courier;
  • For contacting respective customers in case of booking problems or any special circumstances with an event for which they have purchased tickets; and
  • To provide respective customers with personalized ticketing services as well as promotional information on relevant events on sale through URBTIX (for members who have opted for relevant personalized services in their registration).

The personal information collected will be used by Maoyan and the Leisure and Cultural Services Department for the above stated purposes.

 

If you do not provide the above-mentioned personal information or provide incomplete or incorrect information, it may lead to your being refused the use of some of our services, or we may not be able to process any of your requests or applications. If you are aged below 18, you are required to obtain the consent of your parents or guardians before sending us any of the above information.

 

Your personal data will NEVER be disclosed to any third parties without your prescribed consent.

 

If you do not want to receive from us any promotional information on the URBTIX events and services, please send email to our Customer Service Department at  urbtix@maoyan.com.hk

 

Access to and Correction of Information

Pursuant to Sections 18 and 22, and Principle 6 of Schedule 1 of the Personal Data (Privacy) Ordinance (Cap. 486, The Laws of Hong Kong), you have the right to access and correct the submitted information.

 

If you have any questions about our Privacy Statement or if you need help related to our services, please contact our Customer Service Department at:

 

Tel: (852) 6895 2325 (Mondays to Sundays, including public holidays 10:00am - 8:00pm)

E-mail: hkbeadworksacademy@gmail.com