GENERAL CONDITIONS

FOR THE PURCHASE OF TICKETS, FOR THE BEHAVIOUR AND ACCESS OF SPECTATORS DURING PERFORMANCES FROM THE PROGRAMME OF THE STATE OPERA - RUSE

I. GENERAL PROVISIONS

1. These GENERAL CONDITIONS shall apply to the activities of the State Opera - Ruse in the field of performing arts and shall regulate the procedure, manner and conditions for the purchase and use of tickets for performances.
(opera, ballet, musical, concerts, children's, etc.) of the Institute's program, the rules of audience behavior during performances, the use of the official website www.ruseopera.com and its services, and other general provisions.

2. These GTC shall come into force from the moment of their publication on the OPERATA website www.ruseopera.com and shall be placed in a prominent place in the OPERATA cash desks. By purchasing a ticket, the ticket holder agrees to these GTC and undertakes to comply with them. 

3. OPERATA reserves the right to amend the GTC, with the respective change coming into force from the date of their approval.

4. Before booking or purchasing a ticket for a performance, persons should familiarise themselves with these GTC.

II. TICKETS

5. Tickets for performances from the OPERATA programme can be purchased from:

- Ticket office "OPERA" against the issue of a receipt (address: Ruse, "Sveta Tritsa" Square №7);

Opening hours: from Monday to Friday from 10:00 to 14:00 and from 15:00 to 18:30;

- Ticket office "FILHARMONY" against the issue of a receipt (address: Ruse, "Alley Vazrazhdane" №1);

Opening hours: on days of performances in the Philharmonic Hall - from 18:00 to 19:00;

- Outside ticket office "Dokhodnoe Buda", "Svoboda Square" and "Summer Theatre - Ruse" against issuing a receipt;

Opening hours: on site, 1 (one) hour before the start time of the performance;

- Online at www.ruseopera.com ;

- Distribution networks authorised by OPERATA (such as Entase, Grabo, Eventim, EasyPay, etc.);

- Authorized organizers; 

6. Persons wishing to book tickets may do so by calling the Information and Reservations number listed on the OPERATA website and payment must be made at the Box Office within 72 (seventy-two) hours of the time of booking, but no later than 24 (twenty-four) hours prior to the performance.

7. The ticket shall contain at least the following information - name of the performance, date, venue, start time, line and seat selected by the spectator (if applicable).

8. Once the spectator has made his/her choice of performance, number of tickets and seats at the box office, the ticket takers shall give him/her the opportunity to check whether these circumstances are correctly reflected by turning to him/her the screen containing the details of the sales request. If the spectator has any objections to the correct display of these data, he/she should inform the ticket office immediately. Payments at the Ticket Office shall be made in cash or via a POS terminal accepting direct debit and/or credit card payments. 

9. In case the spectator purchases tickets outside the OPERA box office, he/she should carefully check the details of the performance selection - name, price, date, time, place and order (if applicable).

10. (1) The purchase of a ticket entitles the holder to be a spectator of a performance of the OPERA programme to which the ticket relates.
(2) In cases where the ticket is purchased online from OPERATA's website, from an authorised distributor or authorised promoter, the purchaser agrees that they have read and accepted these GTC.

11. (1) The ticket is valid only for the performance and the date written on it.
(2) The ticket shall be presented for inspection prior to the performance in the original (together with the receipt when purchased from a ticket office) and with its integrity and appearance intact.
(3) When the spectator has purchased a ticket online, through OPERATA's website or through an authorized distributor, the admission is made with a printed electronic ticket with a barcode that is scanned from the screen of a mobile device.

12. After the purchase, the ticket holder is not entitled to return the ticket or to claim a refund of the amount paid for the same, except in the cases expressly provided for in these GTC.

13. When purchasing a ticket from the OPERATA box office, the person may leave contact details through which he/she will be promptly notified in the event of a change of start time or cancellation of a performance from the OPERATA programme. In the event that the person does not provide feedback contacts, OPERATA will not be able to
informs of a change.

14. The holder of the ticket is obliged to keep it from the moment of its purchase until the end of the performance and leaving the hall or other places where performances of the OPERA are performed.

15. For lost, stolen, damaged or forgotten ticket OPERATA does not issue duplicates and does not refund.

16. The performances shall be held at the venue indicated on the ticket, unless another venue is expressly announced after purchase, in the promotional materials and/or on the OPERA website. A change in the venue of a performance within the same locality shall not be grounds for a refund, exchange of tickets or refund, as long as OPERATA has notified the audience of the change in advance and has made appropriate logistical arrangements for transportation to the venue.

17. OPERATA reserves the right to make changes to the line-ups and programme of performances without prior notice to the audience.

18. Spectators should arrive at the venue where the
the performance, at least 30 minutes before the start time indicated on the ticket. To take their seat in the auditorium or seats reserved for audience seating at least 15 minutes before the start time, and to take their seats in time after the scheduled intermission.

19. (1) OPERA employees shall have the right to refuse admission to the auditorium or other places intended for audience seating to any person without a ticket for the performance in question, as well as to any person presenting a ticket that is damaged, torn, illegible or manipulated in any way.
(2) In the event of restrictions and/or requirements imposed by public authorities in connection with the holding of public events, including performances, including requirements for the presentation of health certificates and/or other documents certifying circumstances established in a regulatory act for reasons of public order, security and health, visitors to performances shall be obliged to
comply with these restrictions and requirements, and shall be personally liable for any failure to do so. OPERATA employees shall have the right to refuse admission to persons who do not comply with the above restrictions and requirements, notwithstanding the fact that they are in possession of a valid ticket for the performance in question, in which event OPERATA shall not be liable to refund any monies paid for tickets or otherwise compensate any person not admitted.

20. (1) Late spectators, as well as spectators who wish to return after having left the auditorium during a performance for any reason, shall be seated by the auditorium staff in vacant seats near the entrances of the auditorium without disturbing other spectators. Spectators who arrive and wish to take their seats after the time intervals specified in paragraph 18 shall be considered late.
(2) When leaving the hall or the venues where the performances of the OPERA are held, the return back is only against presentation of the ticket under the conditions of the previous paragraph. In the event that a spectator at a performance for which he has purchased a ticket leaves the hall or venue before the end of the performance and does not return, OPERATA shall not be liable to refund any part of the cost of the
ticket or other compensation.

21. (1) No ticket may be returned or exchanged for another performance, except in cases where the performance has not taken place, has been cancelled or interrupted during its performance, for reasons for which the OPERA is responsible. Such causes shall not be deemed to be unforeseeable or unavoidable circumstances such as force majeure, accidental act, acts of third parties, declaration of war,
state of emergency or similar, coup d'état, natural disasters, accidents, epidemics, deterioration of weather conditions during outdoor performances necessitating a change in the date and/or venue, illness of artists, technical malfunctions such as power or heat supply interruptions, and other circumstances of an extraordinary nature. In the cases referred to in the preceding sentence, the OPERA may, by means of a specific communication, give instructions
regarding rescheduling the performance to another date, stage and/or
replacement/revalidation of issued tickets. To avoid any disputes, a performance is considered to have taken place if it is performed by the scheduled intermission or mid-concert program.
(2) In the case of performances held on an outdoor stage which have not taken place due to cancellation, interruption, or have started late due to deterioration of weather conditions, OPERATA reserves the right to move them to an indoor stage, if this is possible under the circumstances, or to reschedule them for another date and/or location without refund of purchased tickets or other compensation, in which cases the preceding paragraph shall apply, unless OPERATA has stated otherwise in a special announcement.

22. (1) In the event that the performance has not taken place, has been cancelled or interrupted due to the fault of the OPERA, the ticket holder has the right to choose between:

- Refund of the ticket value against its return (together with the ticket receipt) to the Opera ticket office by letter with return receipt or by licensed courier at the expense of the ticket holder within 1 (one) month from the date of the failed, cancelled or interrupted performance, unless otherwise specified by OPERA in a special notice;

- Revalidation of the ticket for another upcoming performance of the Opera's season program within 1 (one) month from the date of the failed, cancelled or interrupted performance, and the unused ticket shall be presented in original together with the receipt in one of the following ways: at the Opera's ticket office, by letter with return receipt, or by a licensed courier, unless otherwise specified by the Opera in a special notice. In the case of selection of a ticket with a higher
price, the difference in its value shall be paid. The cost of presenting the unused ticket and obtaining the re-validated ticket shall be borne by the ticket holder;

- Persons who have purchased tickets from authorized distributors (Entase, Eventim, Grabo, etc.) should send a request to sales@ruseopra.com with an attached electronic ticket and payment receipt for the cancelled performance;

- For hypotheses beyond those mentioned above, affected persons may send their requests to sales@ruseopera.com;

(2) A ticket shall be revalidated only if there are seats available for the performance in question, and the person shall not be entitled to claim the same seat that was purchased with the ticket being revalidated.
(3) In case of revalidation of a ticket under the conditions of par. 1, if the ticket price for the newly selected performance is:

- Less than the ticket price of the failed, cancelled or interrupted performance, the OPERA shall not be liable to refund the difference;

- Higher than the ticket price of the failed, cancelled or interrupted performance, the person must pay the difference between the prices;

23. A Ticket Holder may not claim reimbursement for any damages, losses and/or loss of profits incurred in connection with a performance that is cancelled, cancelled or interrupted, for whatever reason (such as transport costs, accommodation, food, drink, etc.).

24. A Ticket Holder may not claim a refund in cases where an announced performer does not take part in a performance on the grounds that the Ticket was purchased specifically for his/her participation.

25. The OPERA shall not be held liable when a performance in which it participates, in whatever way, but which is organised by third parties, has not taken place, has been cancelled or interrupted for a reason for which the organisers or third parties are responsible. In this case, the ticket holder should contact the organiser concerned.

26. If a person is prevented from using their purchased ticket and/or refuses to attend the performance, that ticket may be revalidated for another performance on OPERA's program for the same seat price category. The deadline for revalidating tickets is the close of business at the Box Office on the day preceding the day of the performance to which the ticket relates.

III. SPECIAL PRICE CATEGORIES AND TICKET DISCOUNTS

27. OPERATA determines the ticket prices for the performances of its programme, and any person may inform himself about these prices at OPERATA box offices, on the website www.ruseopera.com, from distribution networks authorised by OPERATA and authorised organisers. All ticket prices are in Bulgarian leva.

28. OPERATA provides special price categories and customer discount programs to certain categories of persons and under certain conditions as follows:

1) Special fixed price categories for regular shows:

TYPE OF CATEGORY VISITORS / PRICE / CONDITION
Seniors /20% discount from regular price, per seat/ Verification with document;
Children and students in primary and lower secondary education / 6lv. /
Authentication by document;
High school students, teachers and students / 8lv. /
Authentication by document;
Persons with permanently reduced working capacity / 6lv. / Certification with document

2) Special fixed price categories for premiere and road shows:

TYPE OF CATEGORY VISITORS / PRICE / CONDITION
Seniors /20% discount from regular price, per seat/ Verification with document;
Children and students in primary and lower secondary education / 8lv. /
Authentication by document;
High school students, teachers and students / 10lv. /
Authentication by document;
Persons with permanently reduced working capacity / 8lv. / Certification with document

- The special fixed price categories are applied when tickets are purchased from a ticket office (fixed or external ticket office) and after verification of belonging to the respective category;

- The object of special fixed price categories are seats of price category I. If the vacant places of the indicated category are exhausted, the accommodation of a higher category shall be switched;

- Seats in higher price categories than those indicated are permitted when the ticket is purchased together with a regular fare ticket(s);

- The Opera reserves the right to set higher ticket prices than the above special fixed price categories, depending on the type of performance and the cast and soloists involved.

3) Customer discount programs

NAME / DISCOUNT / CONDITION
Group 5+ / 10% of total purchase / Purchase 5 or more tickets in one order for one event.
Group 10+ / 20% of total purchase / Purchase 10 or more tickets in one order for one event.
Group 20+ / 30% of total purchase / Purchase 20 or more tickets in one order for one event.
"Meloman" / 15% of the total value of the purchase / Purchase at least 3 tickets for different events of the Institute's program in one request.
Corporate Clients / As per the agreement with OPERATA / Purchase of 5 or more tickets from corporate clients for one performance.

29. The above discounts do not apply to:

- guest performances;

- Tickets purchased online from OPERATA's website, through OPERATA authorised distribution networks and authorised promoters.

30. The combination of discounts on different grounds shall not apply. If a person qualifies for more than one discount, he/she shall indicate on which basis he/she will receive the discount.

31. The person wishing to benefit from a discount on the ticket price shall certify his/her right to receive it with the relevant document to an employee of the Opera's box office upon purchase.

32. A person who has purchased a discounted ticket may not sell, exchange or give it to another person unless that other person is eligible for the same discount. In the event that such person is not eligible for the discounted ticket price, such person will not be admitted to the performance to which the ticket relates unless he or she pays the difference with the ticket price. In this case the discounted ticket will be cancelled and a new ticket will be issued without discount.

33. OPERATA employees shall have the right to request the presentation of a document certifying the use of the discount, both at the OPERATA box office and immediately before the ticket holder is admitted to the hall / stage.

IV. RULES OF SPECTATOR BEHAVIOUR

34. Spectators should arrive at the venue where the
the performance, at least 30 minutes before the start time indicated on the ticket. To take their seat in the auditorium or seats reserved for audience seating at least 15 minutes before the start time, and to take their seats in time after the scheduled intermission.

35. Latecomers, as well as spectators who wish to return after having left the auditorium during a performance for any reason, shall be seated by the auditorium staff in vacant seats near the auditorium entrances without disturbing other spectators. Spectators who arrive and wish to take their seats after the time intervals specified in paragraph 18 shall be considered late.
(2) When leaving the hall or the venues where the performances of the OPERA are held, the return back is only against presentation of the ticket under the conditions of the previous paragraph. In the event that a spectator at a performance for which he has purchased a ticket leaves the hall or venue before the end of the performance and does not return, OPERATA shall not be liable to refund any part of the cost of the
ticket or other compensation.

36. The following are not permitted in the OPERA building or other places where OPERA performances are held:

- bringing in food and/or drink from outside, including the consumption thereof;

- the consumption of alcoholic beverages by persons under 18 years of age;

- smoking in any form and by any means (including but not limited to pipes, e-cigarettes, etc.);

- the introduction and use of drugs and/or narcotics and any other substances prohibited for use and/or dangerous to the health and life of visitors;

- the importation and use of weapons, ammunition, explosives, pyrotechnic articles and other dangerous means;

- use of a mobile phone, talking, making noise, running, climbing, jumping, shoving and any other unruly, indecent and/or unacceptable actions that create or may create a nuisance, commotion, etc., to other visitors/spectators as well as to the artists on stage;

- photography, reproduction by audio and/or audio-visual recording, live transmission and/or retransmission of the performance, in whole or in part, by any technical means, as well as infringement of copyright and/or related rights in any way;

- Disposal of waste outside designated areas;

- access to persons in a visibly intoxicated, agitated or aggressive state, as well as persons under the influence of drugs and/or narcotic substances;

- access to persons wearing clothing inconsistent with the prestige of the OPERA such as shorts, tracksuits and tracksuit bottoms, flip-flops and any other type of inappropriate clothing. When attending OPERA performances, the recommended attire is formal or dressy style;

- leaving unsupervised minors;

- damage to persons and/or property;

- entering premises and parts of buildings that are closed to outsiders;

- the writing or placing of notices, posters and other information materials in and/or on the OPERA building;

- the demonstration of symbolism aimed at inciting racial, ethnic, national, religious hatred, discrimination on the basis of signs protected by law, or otherwise affecting the honour, dignity or reputation of individuals or groups, etc.;

37. At the conclusion of a performance of the OPERA, spectators are required to leave the venue, even if they have a ticket for the immediately following performance.

38. Persons who do not comply with the above rules will be asked to leave the venue immediately, regardless of whether they have purchased a ticket and/or the performance has begun. If they refuse to leave voluntarily, such persons will be forcibly removed by OPERATA salon staff and/or notified police authorities. In this case, OPERA will not be liable for any refund nor refund of the ticket price purchased, if any,
nor any other compensation.

V. CHILD ACCESS

39. When choosing a performance, persons should take into account the time and legal restrictions on accompanying persons under 18 years of age.

40. Children under the age limit are not allowed to attend performances for which there is an explicitly posted age limit. 

41. (1) Pursuant to the statutory provisions of the Child Protection Act and its implementing regulations, the following shall not be admitted to OPERA:

- after 20:00 - children under 14 years of age who are not accompanied by a parent, guardian, custodian or other caregiver;

- after 22:00 - children aged 14 years or older but under 18 years of age who are not accompanied by a parent, guardian, custodian or other caregiver.

(2) In cases where a parent, guardian or other person who takes care of a child within the meaning of the Child Protection Act provides an adult person of legal capacity to accompany a child who has reached the age of 14 years but has not reached the age of 18 years in public places after 10 p.m., the person shall certify this capacity to the competent authority exercising control by means of a declaration in the form set out in the Annex. Personal data of persons shall be processed in compliance with the legal requirements for their protection.

(3) Parents, guardians, custodians or other persons caring for the child, as well as an adult of legal capacity accompanying a child in the preceding paragraph, shall pay a separate ticket for the performance from that of the child.

42. The OPERATA shall have the right to refuse access to the performance to persons who do not meet the above conditions/requirements, in which case it shall not be liable to refund the ticket price or any other compensation. 

VI. ACCESS FOR PEOPLE WITH DISABILITIES

43. (1) In order to ensure accessibility and favourable conditions, the OPERA has adapted to the main entrances of the Opera House and the Philharmonic Building, as well as to the accesses to the ground floor of the auditoriums, ramps for the use of wheelchairs or other facilities for disabled persons.

(2) The OPERA Building and the Philharmonic Building have an accessible restroom that is equipped for the needs of people with disabilities.

44. Persons with disabilities and/or their companions may ask the salon staff for assistance if needed.

VII. ANIMAL ACCESS

45. (1) Animals are not allowed in the OPERA buildings or during performances, with the exception of guide dogs accompanying people with disabilities. Officers shall have the right to request a document - passport, card, certificate, etc. - verifying the dog's status as a guide.

(2) Prior to the purchase of a ticket, the person shall notify the OPERA ticket office that he/she will be accompanied by a guide dog for the purpose of selecting the most appropriate seat in the auditorium. There is no charge for a guide dog ticket.

VIII. WARDROBE FOR THE AUDIENCE

46. OPERA buildings have a coat check where spectators may leave outerwear, including accessories (hats, scarves, umbrellas, etc.) and/or luggage, free of charge and will receive a number for the clothing/luggage.

47. No large suitcases, bags, rucksacks, articles, luggage, etc., larger than 40 cm. x 20 cm. x 25 cm. and weighing more than 10 kg. shall be stored in the wardrobe to ensure the complete safety of all persons.

48. OPERATA accepts no responsibility for loss and/or damage to items left in the wardrobe. If a spectator has lost his/her wardrobe number, the clothes/baggage will only be handed over if plausible reasons are given and it is assumed that he/she is the recipient.

49. In case of a lost number, the value of the number shall be paid in the amount of BGN 20.00 (twenty).

IX. PARKING FOR THE PUBLIC

50. OPERA does not provide parking for audience/spectator vehicles at its program performances.

X. PROTECTION

51. OPERATA provides 24-hour video surveillance of its buildings, as well as permanent physical security.

52. OPERA Security:

- Ensure compliance with the OPERATA established access regime for entry and exit from the buildings and halls, the internal order and these GI;

- Performs identity document checks on outsiders and official OPERATA employee clearances;

- in the event of a need related to the security of official guests, carry out checks on luggage, including by means of a hand-held metal detector and metal detector frame, on motor vehicles and/or their cargo, as well as on the documents accompanying them;

- video surveillance;

- monitor control;

- carry out checks for the presence of explosives, weapons and prohibited substances by technical means;

- carry out other actions in accordance with the legislation in force;

53. The checks referred to in the preceding paragraph shall be carried out in a manner that does not undermine the honour and dignity of citizens.

54. Persons noticing unusual behavior, unattended luggage, problems during a performance, etc., should inform the salon staff immediately. 

55. OPERATA is committed to treating its staff with dignity and respect and expects the same from its visitors. OPERA adopts a zero tolerance approach in response to anyone who interacts with its staff or members of the public in an aggressive and/or threatening manner and in contravention of the rules of conduct in these G&C.

56. In the event that the performance is not held in the OPERA building, persons should familiarize themselves with the internal rules of order of the respective building or venue.

XI. PROVISIONS REGARDING THE WWW.RUSEOPERA.COM WEBSITE:

57. The website www.ruseopera.com is a virtual information resource created in accordance with the legal framework in Bulgaria.

58. The OPERA website is publicly accessible. It offers services, some of which require registration. Additional conditions may be imposed for the use of certain services and users will be notified accordingly.

59. Users are obliged to use correct and up-to-date data when registering. In the event that the use of false data is detected, OPERATA may delete the registration.

60. When registering, each user declares his/her first and last name, e-mail address (e-mail) and password with which he/she will use the services of the site for which registration is required.

61. By registering or purchasing tickets from the OPERATA website, the user makes an electronic statement within the meaning of the Electronic Document and Electronic Certification Services Act, by which he declares that he is familiar with these GTC, accepts them and undertakes to comply with them. 

62. The user undertakes not to provide third parties with his registration data on the site. OPERATA shall not be held liable for any damages incurred by the user as a result of the unauthorized use of his registration data on the site by third parties. 

63. The services and the manner of display of the www.ruseopera.com website are dynamic and may be supplemented and changed at any time for the purpose of improvement and convenience or following a change in the applicable legislation for their provision.

64. Persons should use the services of the www.ruseopera.com website subject to these GTC, any additional instructions and the legislation of the Republic of Bulgaria.

65. OPERATA is not responsible for the availability of Internet connectivity and the quality of the Internet connection of users of the www.ruseopera.com website, nor for whether the website and its embedded ticketing system are accessible and functional at all times.

66. OPERATA shall not be liable for any problems in the provision of the services arising due to inadequate or faulty equipment and software of persons using the www.ruseopera.com website.

67. OPERATA shall not be liable for the execution of payment transactions in connection with the purchase of e-tickets by users and the security of payments on the Internet, nor for any damage to persons in connection with or arising from the payment of e-tickets online through the embedded online ticketing platform and payment service providers,
as these services are provided by payment service providers and technical service providers other than OPERATA.

68. The access of certain persons to the official website may be terminated when it is established that they have provided false data at registration or, in any way, by their actions infringe the rights of OPERATA or third parties and/or violate the legislation of the Republic of Bulgaria.

69. OPERATA shall have the right to terminate access to services of users who use the services for commercial or advertising purposes, or for the development and provision of their own services, unless this is regulated in a written contract with OPERATA.

70. OPERATA shall not be liable for any losses, lost profits or other damages caused to a user as a result of his use of services through OPERATA's website or as a result of his inability to use services.

71. It is forbidden to disseminate any messages with obscene or offensive texts and/or images on religious, religious or political grounds, as well as any other content not permitted by law on the OPERATA website or its social media channels where the possibility of publicly-accessible
Comments.

72. The site may contain links to other Internet sites, as well as banners, boxes, etc. of third parties for advertising purposes.

73. The provision of certain services from the site may be discontinued, for which the users of the site will be notified by means of a special message. The registration of users and the services provided will be automatically terminated when the maintenance of the site is discontinued.

74. Persons do not have the right to withdraw from tickets purchased electronically through OPERATA's website, since, under current legislation, the consumer's right to withdraw from the distance contract within the 14-day cooling-off period does not apply to the provision of services related to entertainment activities.

XII. MISCELLANEOUS

75. The provisions of the Bulgarian legislation in force shall apply to all matters not covered by these GTC.

76. In cases where a performance is broadcast on television and/or electronically, it is possible for viewers to be filmed in general footage by any technical means, and recordings made during or in connection with the event may be used free of charge and without limitation as to time or place, which viewers agree to by accepting these GTC.

77. The processing of personal data in connection with the performance of OPERATA's activities is fully in accordance with the Personal Data Protection Act and Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).

78. In the event of a dispute between OPERATA and a viewer/visitor/user, the parties will use all reasonable and necessary efforts and actions to resolve the dispute through negotiation and mutual concessions. In the event of failure to reach an agreement, the dispute may be referred to a competent authority for resolution.