These General Terms and Conditions are governed by the provisions of Act No. 89/2012 Coll., the Civil Code (hereinafter referred to as the “Civil Code”) and Act No. 634/1992 Coll., on Consumer Protection, as amended (hereinafter referred to as the “Consumer Protection Act”).
1. The following General Terms and Conditions (hereinafter referred to as the ‘GTC’) are issued by Metronome Production s.r.o., company registration number 04658639, with its registered office at Terronská 3, Dejvice, 160 00 Prague 6, registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, File No. 251541 (hereinafter referred to as the “Organiser” or “Seller”), which is the organiser of the Krásný ztráty Live festival (hereinafter referred to as the “Festival”), or any other cultural events organised by the Organiser to which these GTC shall also apply mutatis mutandis.
2. These GTC form an integral part of the contract for the purchase of tickets to the Festival, cultural events taking place at the Festival, or cultural events organised outside the Festival (hereinafter referred to as the “Purchase Contract”).
3. The purpose of these GTC is to govern the contractual relationship between a person who enters into a contractual relationship with the Organiser (hereinafter referred to as the “Participant” or “Purchaser”) when purchasing tickets.
4. Ordering tickets online, as well as purchasing tickets at the Festival box offices, constitutes acceptance of these GTC, with which the Participant may familiarise themselves on the website www.krasnyztratylive.cz or at the Festival box offices during the Festival; these GTC are effective on the date the order is placed or the ticket is purchased.
5. The online shop refers to the online system operated on the internet at the domain (URL) https://www.krasnyztratylive.cz, which enables the conclusion of Purchase Agreements between the Organiser and the Participant via means of distance communication. The Participant consents to the use of means of distance communication when concluding a Purchase Agreement.
6. In the case of a ticket purchased in person at the ticket office, those provisions of the General Terms and Conditions which, by their nature, cannot be applied to such a contractual relationship shall not apply to the contractual relationship entered into.
7. The term ‘ticket’ means:
- A standard ticket or accreditation (multi-day ticket) purchased by the Participant at the festival ticket offices.
- A sponsorship ticket, the purchase of which makes the Participant a partner of the Festival.
- An electronic ticket or electronic pass, which is sent to the Participant in PDF format by email following online payment or once the Participant’s payment has been credited to the Organiser’s bank account in the case of payment by bank transfer.
Tickets are divided into categories, which are listed and described on the website www.krasnyztratylive.cz in the ‘Tickets’ section, with different Participant rights attached to each category.
8. The term ‘Purchase Contract’ refers to a purchase contract within the meaning of Section 2079 et seq. of the Civil Code, concluded between the Organiser as the seller and the Participant as the buyer via the online shop or at the Festival ticket office.
9. An ‘Order’ means a binding electronic proposal to conclude a Purchase Agreement, which is created by filling in the necessary details in the order form (e.g. quantity, delivery address) and submitting it to the Seller via the Online Shop.
10. PLG Czech Republic, s.r.o., Churchill I Building, Italská 2581/67, 120 00 Prague 2, Company ID No.: 01901613, registered in the Commercial Register maintained by the Municipal Court under file no. C 212454 (GoOut), is the provider of ticketing services through which the Organiser sells Tickets via the website www.krasnyztratylive.cz (or, where applicable, the website www.goout.cz). The Organiser’s General Terms and Conditions take precedence over the terms and conditions of PLG Czech Republic, s.r.o.. In the event of a dispute, the mutual rights and obligations of the parties shall be governed by the Organiser’s General Terms and Conditions.
11. For the purposes of these General Terms and Conditions, a ‘consumer’ means a person who, when concluding and performing a contract, is not acting within the scope of their commercial or other business activities. A consumer is governed by these General Terms and Conditions to the extent that they apply to them, by the Civil Code and by the Consumer Protection Act.
12. Other terms not defined herein shall have their usual linguistic meaning, unless the context suggests otherwise.
1. Ticket prices are quoted in Czech koruna, inclusive of VAT. The Company is a VAT-registered entity. Any costs incurred by the Participant when using means of distance communication in connection with the conclusion of the Purchase Agreement via the internet (internet connection costs) shall be borne by the Participant. The Participant may pay the purchase price of the Ticket in the following ways:
a. by card at the festival ticket offices during the Festival,
b. via the Online Shop by payment card through the payment system, by bank transfer in CZK, via Apple Pay, Google Pay, Twisto, Benefity (Benefit Plus, Benefity, Edenred, MúzaPay, Pluxee, Up Benefity), provided the Purchaser’s employer permits this, and in cash at an Allwyn terminal.
2. Terms and conditions for the sale of tickets at the Festival ticket offices during the Festival: The number of tickets for individual cultural events at the Festival is limited by the capacity of the seating or standing areas.
3. Terms and conditions and procedure for ordering tickets via the online shop:
a. The Buyer selects the category, price and number of tickets. The purchaser is obliged to provide the additional details required to complete the Order, in particular to select the method of payment for the purchase price, their identification and contact details to the extent necessary to conclude the Purchase Contract, and supplementary details in the event of applying a discount code, the name of their preferred artist or the T-shirt size when purchasing a Ticket that includes a gift.
b. Before submitting the Order, the Buyer has the option to check for and correct any errors made when entering data into the Order; in particular, they may remove individual items from the virtual shopping basket and check and amend the details specified in the Order, primarily the quantity and type of Tickets, contact details or payment method. The Organiser shall not be liable for any incorrect details entered by the Buyer when making online bookings (Ticket category, first name, surname, email, telephone number, etc.).
c. Submitting the Order by clicking the ‘ORDER’ button is deemed to be the Buyer’s offer to conclude a Purchase Contract.
d. Once the purchase price of the electronic Ticket has been paid, it is sent to the Buyer at the email address specified in the Order. The Purchase Contract is concluded upon receipt of the order confirmation at the email address provided by the Buyer. Should the Buyer have provided incorrect contact details, as a result of which the Order confirmation cannot be delivered to them, the Seller is entitled to cancel the Order.
e. Management of bookings in the Buyer’s account is subject to registration at www.goout.cz and the use of the Buyer’s login (email address) in the purchase form when purchasing Tickets, under which the Buyer is registered on the website www.ticketstream.cz.
4. The Seller hereby excludes in advance, within the meaning of Section 1740 of the Civil Code, the possibility of accepting an offer subject to an amendment or reservation. This provision applies to both parties, and the Sales Contract is always concluded on the basis of the unconditional acceptance of the other party’s proposal.
5. Depending on the nature of the Order (e.g. an unusual number of Tickets), the Seller is entitled to ask the Buyer for additional confirmation of the Order (in writing or by telephone). If the Buyer fails to confirm the Order, the Seller may demand payment of the full purchase price before dispatching the Tickets to the Buyer; otherwise, the Seller is entitled not to conclude the Purchase Contract. The provisions of Section 2119(1) of the Civil Code shall not apply.
6. The Seller shall not be liable for the validity or authenticity of Tickets purchased outside the Online Shop or the festival box office. Counterfeiting Tickets is a criminal offence.
7. Relationships arising from the Purchase Contract shall be governed by Czech law. The Purchase Contract may be concluded in the Czech language. The Buyer is entitled to provide details in the Order in a language other than Czech, provided that the Seller can understand it (English or German).
1. The Seller is obliged to supply the Buyer with the Tickets ordered at the agreed price, and the Buyer is obliged to pay the Purchase Price.
2. The Buyer is entitled to choose one of the methods of payment of the Purchase Price and other details, which are set out in the dynamic information fields available whilst creating the Order. In the case of advance payment by bank transfer, the provisions of Section 2119(1) of the Civil Code shall not apply. Further information on methods of payment of the Purchase Price is available to the Buyer on the website www.krasnyztratyvsetice.cz in the ‘Tickets’ section and in Article II(1) of the General Terms and Conditions.
3. In the case of payment by bank transfer, the Buyer will receive the Ticket within 2–4 working days.
4. If a Ticket category including a gift is selected
a. the Buyer is obliged to check whether the parcel shows any signs of damage caused during transport (in particular, whether the parcel is torn or damaged), if damage to the parcel is visible at the time of handover, the Buyer is obliged to check the condition of the parcel’s contents and, if damaged, to draw up a damage report in the presence of the carrier; alternatively, the damage may be reported to the carrier via its nearest depot no later than 3 days after receipt of the parcel, or reported to the Seller,
b. Regardless of whether the parcel shows signs of damage or not, the Buyer is always obliged to inspect the contents of the parcel without undue delay upon receipt and to report any damage to the Seller immediately upon discovery,
c. The Buyer shall report any damage to the parcel caused during transit even if they do not accept the parcel from the carrier for this reason. Should the Buyer fail to draw up a claims report or similar record of damage to the parcel with the carrier, the Seller cannot take the damage into account.
1. The Organiser offers only dated tickets for leisure activities. Pursuant to Section 1837(j) of the Civil Code, the Participant is therefore not entitled to withdraw from the Purchase Contract, even if the contract was concluded by means of distance communication.
2. The Organiser reserves the right to change the programme, performers, date and venue of the Festival. A change of this nature does not entitle the Buyer to a refund for the Ticket. By purchasing a Ticket, the Buyer acknowledges this right.
3. Should the Festival for which the Buyer has already purchased a Ticket be cancelled without a replacement event, the Buyer shall be refunded the full ticket price under the following conditions: In the case of a Ticket purchased via the Online Shop, the price paid will be refunded to the Buyer following a written complaint submitted to the email address tickets@metronome.cz, using the same method by which the Buyer paid for the Ticket. The complaint must include a copy of the Ticket in PDF format. This provision shall not apply to agreements between the Organiser and the Purchaser who is a business entity.
¨4. Paragraph 3. of this Article IV shall not apply to cases where the Festival is cancelled for reasons not attributable to the Organiser, in particular to cases of cancellation of the Festival without compensation due to force majeure, and where, at the same time, legislation or other measures taken by public authorities in force at that time allow the Organiser to choose an alternative solution to the situation, or where the Organiser offers the Participant an alternative date for the Festival. Nor shall it apply where the Participant chooses to exchange a Ticket for a Ticket to another cultural event organised by the Organiser.
5. In the event of the Festival being cancelled and rescheduled, purchased Tickets shall remain valid.
6. Tickets that have already been purchased cannot be returned or exchanged, except in the cases expressly stated.
7. No replacement will be provided for lost or damaged Tickets.
8. The Organiser shall not be liable if a Ticket is not delivered to the Purchaser for reasons attributable to the Purchaser, in particular if an electronic Ticket cannot be delivered to the email address provided (e.g. a full inbox, spam filter, etc.).
9. Should the Purchaser fail to receive an electronic Ticket within 1 hour of paying the admission fee (or, in the case of a bank transfer, within 5 days of the transfer being made), they are obliged to contact the ticketing system administrator – PLG Czech Republic, s.r.o. – without delay by email at info@goout.cz and report that the paid-for Ticket has not been delivered. For this purpose, the Purchaser must provide PLG Czech Republic, s.r.o. with the first name, surname and email address they provided as their contact details or for identification purposes when purchasing the ticket. Should PLG Czech Republic, s.r.o. finds that the Ticket was indeed not delivered to the Purchaser within the prescribed period, the deadline for making a complaint has been met, and the case does not fall under the circumstances set out in paragraph 6 of these Complaints Rules, the Ticket will be resent to the Purchaser by PLG Czech Republic, s.r.o., to the email address provided by the Purchaser.
10. Under no circumstances may complaints be made under these General Terms and Conditions regarding Tickets purchased outside the Online Shop.
The Participant does not acquire any intellectual property rights, in particular copyright or industrial property rights, nor is the Participant granted any licence or other authorisation to use the names, emblems, symbols, logos, trademarks and other distinctive signs of the Festival, the ownership rights to which are held by the Organiser.
1. The Organiser shall not be liable for any damage caused by theft of items brought onto the premises that were not stored in the designated area. Each Participant shall be liable for any harm caused to third parties and for any damage to property caused to the Organiser or to third parties whilst visiting the Festival.
2. The Organiser’s liability for damage caused to a Participant who is a consumer is governed by the relevant legal provisions, in particular the Civil Code.
3. If a Participant who is a trader is a party to the Purchase Agreement, the Organiser shall be liable for damage caused by a culpable breach of obligations under the Purchase Agreement.
4. Participation in the Festival is voluntary. Each Participant bears full responsibility for themselves and their actions before, during and after the Festival, and for any damage they cause. The Organiser accepts no liability for damage caused during the Festival by individual Participants.
5. The Organiser shall not be liable for the health of Festival Participants. By participating in the Festival, the Participant declares that their state of health does not prevent them from attending the Festival.
6. The consumption of any addictive or psychotropic substances is prohibited at the Festival, with the exception of alcoholic beverages, which may be purchased on the Festival premises. There is a strict ban on the handling of open flames within the Festival grounds outside designated areas.
7. Participants undertake to observe the rules of social conduct and shall not engage in any physical violence or inappropriate behaviour towards other Participants. Quiet hours are governed by the applicable legislation of the Czech Republic.
8. Upon registration at the Festival venue, each Festival Participant will receive an identification wristband, which they are required to wear visibly (e.g. on their wrist). The wristband entitles the Participant to enter the venue, with the option to leave and return at any time. The identification wristband is non-transferable. In the event of damage, the Participant is obliged to request a replacement from the organisers for a handling fee of 500 CZK. Each Participant is obliged to present their identification wristband to the organisers or, where applicable, the security staff during random checks within the venue.
9. The Festival Organiser is entitled to decide to exclude a Participant from the Festival should the Participant repeatedly fail to comply with the organisers’ instructions, breach the General Terms and Conditions, the Visitor Regulations, or the rights of other Festival participants, without any entitlement to a refund of the admission fee or compensation for any other costs.
1. The Festival admission fee and the Ticket entitle the holder to entry to all Festival music performances in accordance with the selected Ticket category; they do not include the costs of accommodation and meals at the Festival venue. A Ticket marked ‘KEMP’ entitles the holder to access the KEMP and secures a pitch for a tent/motorhome/caravan and a parking space for one vehicle at the designated locations.
2. Tickets are non-transferable, and Tickets purchased at a discounted price in advance may not be resold.
3. The participant acknowledges that a cashless payment system will be in operation throughout the Festival grounds at all individual vendors. The organiser reserves the right to amend the terms and conditions of use of this system and the fees charged for its use, provided that visitors are duly and promptly informed.
4. The Participant undertakes to comply fully with the operating regulations of the venue where the Festival is held and with the Festival’s organisational regulations.
5. Animals are not permitted on the Festival premises.
6. Minors may only attend the Festival if accompanied by a Festival Participant aged 18 or over and subject to stricter conditions which comply with the laws of the Czech Republic. In such cases, the Participant bears full responsibility for the minor and undertakes to ensure that the minor does not take part in any activities that could jeopardise their moral development. The Organiser does not provide childcare or supervision of minors during the Festival.
7. Participants who are ZTP/P (people with a particularly severe disability accompanied by a carer) may have a carer at their disposal who will accompany them free of charge for the duration of the Festival. ZTP/P participants are required to consult their therapist or doctor regarding their participation in the Festival and to inform the Festival organisers of their treatment before the Festival begins.
8. Photography or the making of any recordings is permitted only by authorised persons designated by the Organiser.
9. By participating in the Festival, the Participant grants the Organiser consent to publish illustrative photographs. If the Participant does not consent to the publication of their photographs, they are obliged to notify the Organiser of this fact when registering for the Festival.
10. On the premises, participants are obliged to follow the organisers’ instructions, to observe the rules of social conduct, and to comply with all the terms and conditions set out in the General Terms and Conditions.
1. In the event of a dispute arising between the Buyer – a consumer – and the Seller, arising from the Purchase Contract, the Buyer is entitled to submit a request for out-of-court dispute resolution to the Czech Trade Inspection Authority with a view to reaching an agreement with the Seller, using the contact details available on the Czech Trade Inspection Authority’s website. The submission of the request and subsequent participation in the out-of-court dispute resolution are free of charge for the Buyer, whilst any costs incurred in connection with the out-of-court dispute resolution shall be borne by each party separately. The choice of out-of-court dispute resolution is voluntary for the Buyer.
2. Out-of-court dispute resolution is governed by Section 20d et seq. of Act No. 634/1992 Coll. on Consumer Protection. A request to initiate out-of-court proceedings must contain the particulars specified in Section 20n of the Act on Consumer Protection. A request for out-of-court dispute resolution may be submitted no later than one year from the date on which the Buyer first made a claim against the Seller that forms the subject of the dispute (e.g. from the time of the first complaint regarding the goods or from the time of the request for a refund of the purchase price following a valid withdrawal from the contract in the event of the Seller’s delay in refunding it).
3. Buyers who are resident in another EU Member State, Norway or Iceland are entitled to submit a request for out-of-court resolution of their dispute with the Seller via the European Consumer Centre in their country of residence; a list of the relevant consumer centres is available on the European Commission’s website.
1. Where the Buyer is a foreign entity, Czech law shall apply to the legal relationship arising from the Purchase Contract or to any other legal relationship arising in connection with the use of the online shop’s services. At the same time, the application of the United Nations Convention on Contracts for the International Sale of Goods is expressly excluded.
2. The Seller is authorised to carry out activities relating to the operation of the Online Shop on the basis of trade licences, and its activities are not subject to any other authorisation.
3. The Buyer may submit any complaints to the Seller in writing or electronically via email to the Seller’s addresses specified in Article 1.1.2. The Seller shall respond to the complaint in the same form in which it was received (in writing or electronically to the Buyer’s email address). However, the Buyer reserves the right not to respond to complaints from third parties who have not entered into a Purchase Agreement with the Seller.
4. Should any provision of these Terms and Conditions be invalid or unenforceable for any reason, this shall not render the remaining provisions of the Terms and Conditions or the Purchase Agreement invalid or unenforceable.
5. This version of the Terms and Conditions is effective from 14 August 2026