Valid for ticket and voucher orders at KKL Luzern

1    Scope of Application
The following general terms and conditions shall apply to all the KKL Luzern Management AG (hereinafter KKL Luzern) within the framework of a valid contract of provided services between you and the KKL Luzern. It equally applies to the terms and conditions currently published on the website kkl-luzern.ch.

2    Conclusion of the contract
2.1    Contractual relationship
As visitors, by ordering a ticket or voucher, you accept the present general terms and conditions of the KKL Luzern, insofar as the KKL Luzern is the organiser of the event. Furthermore, you acknowledge that if the organiser is not KKL Luzern, the latter is only acting as an agent on behalf and because the respective organiser at the KKL Luzern, and no contractual relationship is created between you and the KKL Luzern, and accordingly the corresponding terms shall not be valid.

Regardless of this, KKL Luzern always has exclusive house rules. Your attendance at events is subject to the KKL Luzern house rules and you must follow the instructions of the KKL Luzern employees at all times. Failure to comply with the above regulations and instructions may result in immediate expulsion.

2.2    Further contractual terms
By ordering a ticket via the online shop, you are entering into a contract with the organiser for the services specified on the ticket, subject to Section 3 below. To do so, select the number of seats or seat categories, enter your customer data in the fields provided or log in to your customer account, select the payment method and complete the order by clicking on the "pay now" button. The contract is subsequently concluded under the conditions set out in Section 3 below. Before completing the order, you have the opportunity to change the contents of the shopping cart or to empty it completely or partially.
Neither the external organizer nor the KKL Luzern can guarantee the accuracy and completeness of the event data due to the influence of the ticket distribution system due to transmission errors, technical malfunctions or illegal interventions by third parties.
2.3    Authority to collect
You acknowledge and agree that the KKL Luzern, if it is not the organiser, accepts the payment of the ticket price, as well as any related processing fees incurred on behalf of and for the account of the organiser by virtue of a collection authority and will have the right to dispose of the amount received.

2.4    Exclusion of liability
To the extent permitted by law, KKL Luzern shall not be liable for any loss or damage, whether such loss or damage occurs before, during or after the event, and whether caused by the organiser, by auxiliary persons of the organizer or by third parties.
Only the organiser designated on the ticket is responsible for the quality of the services and for the event. Should KKL Luzern not be the organiser, so any claims in turn shall be made to the organiser and not to KKL Luzern Management AG. The latter will automatically reject any claims in such cases, which are brought about by you due to unsatisfactory performance by the organiser.

3.    Ticket orders
The KKL Luzern provides all fees transparently on its website kkl-luzern.ch.

3.1.    Sales channels
You can purchase tickets for events at the ticket sales counter during opening hours against direct payment (e.g. cash, credit, debit card, voucher issued by KKL Luzern). 

You can also purchase tickets in our online shop. The presentation of the products and tickets in our online shop is for information purposes only and does not legally constitute an offer from KKL Luzern or the external organizer, but rather only an invitation to make an offer on your part. By placing your order you are making a legally binding offer to us. However, a contract with KKL Luzern or the external organiser is not concluded until KKL Luzern sends the ordered product or tickets to you or confirms the conclusion of the contract with an order confirmation by email.

3.2.    Online account
You can use the service for online orders in the KKL Luzern web shop at kkl-luzern.ch either as a guest or with registration and a user account. Registration takes place via the “Register” area. After completing registration, you can easily make bookings at any time using your personal access data. The respective access data is intended for personal use of the online account. We recommend that you keep this confidential for your security. All orders placed via the online account are assigned to you as the online account holder and are binding. Please report any misuse of your online account to KKL Luzern immediately.

4.    Shipping

When ordering online, you can choose between ticket delivery by post (KKL Luzern sends the tickets within Switzerland, shipping fee applies) or as an e-ticket (print@home or wallets).
The benefit and risk pass to you at the time of shipment. You are responsible for keeping the tickets safe until the event. The replacement of damaged or lost tickets is excluded.
If you have chosen the e-ticket shipping method for your order, please note the information regarding the valid presentation of your ticket (format, quality of printing, etc.) for admission.

5.    Checking the correctness of the tickets
You are obligated to immediately check the tickets that you have ordered upon receipt. If tickets are damaged or the details do not match those details of the tickets you have ordered, you must inform the KKL Luzern within 3 working days. Once this period has ended, complaints cannot be taken into account and the tickets will be deemed to have been accepted.

6.    Returns and exchanges

6.1.    General
If KKL Luzern is not the organiser, it is the exclusive right of the organiser to decide on returns, refunds or exchanges. The tickets received for the event can in principle, neither be exchanged, returned or refunded. The same applies if the date of the event must be changed for any reason. In this case, the purchased ticket remains valid and entitles the holder to attend the event on the new date.

6.2.    Event Cancellation
6.2.1.    Processing of returns 
In instances where a final decision has been made to cancel an event, you are entitled to request a refund of the official price paid for the admission ticket from the organiser. Any fees paid in addition to the ticket price are not refundable. If KKL Luzern is not the organiser, but only acts as an agent for the organiser, any claims for refunds, including fees, can only be directed to the respective organisers.

6.2.2.    Return period
The ticket purchaser shall return the ticket to the ticket office where the ticket was purchased, no later than 30 days after the event date printed on the ticket. After this period, the ticket purchaser must contact the organizer directly.

6.2.3.    E-Tickets
The refund of E-Tickets will be made automatically - without any notice from you - to the credit card or bank or postal account that you specified when ordering. Any claim for reimbursement is available only to you and is not transferable.

7.    Obligations and liability of the ticket purchaser
7.1.    Safety regulations and implementing measures
With the purchase of your tickets, you agree to abide by the safety, access, age and other regulations set forth by the respective organiser. Furthermore, please take note that in the event of a failure to comply with the regulations, terms and conditions of the event, you may be excluded from it without compensation. The regulations are available from the respective organiser. In addition, Section 2.1, last paragraph, of these General Terms and Conditions applies in any case.
7.2.    Reproductions of events
With regard to sound, photo, film, radio, television, audio tape and other reproducible recordings, the instructions of the external organiser or the KKL Luzern employees or any messages and announcements must be strictly followed.
7.3.    Access authorization
Each ticket is valid for one entry only. Any reproduction, copying, modification or imitation of the tickets and any electronic distribution of the corresponding data is expressly prohibited. The KKL Luzern reserves the right to refuse access to the event if several printouts, reproductions, copies or imitations of a ticket are in circulation and access to the event has already been granted on the basis of a ticket. In particular, the KKL Luzern is not obliged to check the identity of the ticket holder. In addition, there is no entitlement to a refund of the purchase price if access is refused for the reasons mentioned above.

8.    Resale and advertising
8.1.    Trading and resale
Any industrial or commercial trade of purchased tickets is prohibited. Violations can lead to the loss of the service associated with the purchased tickets and damages, as well as claims for compensation and return of the profit. Persons who violate these provisions, can be excluded from purchasing tickets in the future.
8.2.    Advertising and lucky draws
You are not permitted to use tickets for advertising or lucky draws without the express prior consent of the organiser.

9.    Vouchers
9.1.    General information
You can purchase vouchers (hereinafter referred to as “KKL vouchers”) from KKL Luzern under the following conditions. 
9.2.    Purchase options
KKL vouchers can be purchased as a paper voucher (plus shipping fee) or as a print@home voucher.
9.3.    Delivery options
KKL vouchers can be purchased in the online shop or at the ticket sales counter at KKL Luzern. In the online shop you can choose the “mail delivery” option (KKL Luzern sends the voucher by post within Switzerland) or the “print@home” delivery option (you print out the voucher yourself).
9.4.    Redemption options
KKL vouchers can be redeemed in the online shop. They can also be redeemed when purchasing tickets on site (ticket sales counter). The KKL vouchers can also be redeemed at the restaurants and bars of the KKL Luzern.
9.5.    Validity
The KKL vouchers are valid for 10 years. The period of validity of a voucher is printed both on the “print@home” and on the paper voucher. After this period has expired, KKL Luzern is no longer obliged to accept it. Lost vouchers will not be replaced. Vouchers (including residual values) cannot be returned or exchanged for cash value. If the value of the voucher is more than the service consumed, the remaining value stays on the corresponding voucher and the customer can use the remaining value to make further purchases at KKL Luzern in the future. The KKL voucher must be credited when purchasing the ticket. It is not possible to subsequently credit a KKL voucher for a ticket that has already been paid for.
9.6.    Online vouchers
In the case of online vouchers, please note that KKL Luzern sends them to you with a security code. Due to system specifications, the voucher amount can only be redeemed once, even in partial amounts. There is no obligation or possibility on the part of KKL Luzern to check the eligibility of the redeemer. When redeeming a KKL voucher, it is only checked whether the corresponding code has been approved by the system and whether the corresponding voucher has been paid for.
9.7.    Fees
A shipping fee is charged for sending paper vouchers by post.

10.    Miscellaneous
The KKL Luzern reserves the right to set a purchasing quota (number of tickets per person) for tickets. 

Admission after the start of the event takes place during a suitable break in the program. If you arrive after the start of the event, your right to the booked place expires, but not to the event visit.

11.    Personal data
As part of the voucher sale and if the KKL Luzern is the organizer, the KKL Luzern processes your personal data as the responsible party in accordance with the data protection declaration of the KKL Luzern.

If KKL Luzern acts as an intermediary for external event organizers, personal data is processed on behalf of the external partner. In this case, responsibility for processing personal data lies exclusively with the external partner and is carried out in accordance with the external partner's data protection regulations.

Excluded from the above is processing that is carried out with your consent in addition to processing on behalf of the external organiser directly and in the interests of KKL Luzern, such as the delivery of newsletters or notifications of events that may be of interest for you. In this case, too, the KKL Luzern processes your personal data as the responsible party in accordance with the KKL Luzern data protection declaration.

12.    Amendments to the terms and conditions
KKL Luzern reserves the right to change these general terms and conditions at any time. Changes will be made available on the kkl-luzern.ch website and will come into force when they are posted. Contracts with KKL Luzern are always subject to the general terms and conditions in force at the time of the order. These remain effective for the corresponding contract even if the general terms and conditions are changed later.

13.    Final provisions
Should any provision of these general terms and conditions be or become invalid or should there be a loophole in the contract, the validity of the other provisions shall remain unaffected. Instead of the invalid provision, an effective provision shall be deemed to have been agreed upon that comes closest to the intention of the parties; the same applies in the event of a loophole. Unless otherwise agreed in these general terms and conditions, the provisions of the Swiss Code of Obligations apply.

14.    Jurisdiction
Unless otherwise required by law, you acknowledge that Lucerne is the exclusive place of jurisdiction for all legal disputes in connection with the services of KKL Luzern and attendance at events at KKL Luzern.

KKL Luzern Management AG
Europaplatz 1
CH-6005 Lucerne

Last updated 20.08.2024