Refund Policy

This Refund Policy outlines the conditions for returning or exchanging tickets purchased through our ticket service, Luba-Rainbow, located at 13-26 Rakovina St., k-s Raduga-2, 8256, Sveti Vlas, Bulgaria. This policy complies with European Union legislation, including Directive 2011/83/EU, and applies to all electronic tickets sold by us. By purchasing tickets, you agree to the terms of this policy.

1. General Terms

1.1. Non-Refundable Nature of Tickets

Under Article 16 of Directive 2011/83/EU, tickets for cultural events, including concerts, are not refundable after purchase when tied to a fixed date or time. This applies to all tickets sold by us.

1.2. Digital Content

Electronic tickets are classified as digital content under EU law. By purchasing an electronic ticket, you acknowledge and agree that delivery is immediate and that the right to a refund is waived, except as outlined in Section 2 of this policy.

1.3. Pre-Purchase Verification

Customers are strongly advised to review all ticket details (date, time, and venue) before completing their purchase.

2. Refund Eligibility

Refunds are only available under the following circumstances:

2.1. Event Cancellation

If the event is cancelled, you are entitled to a refund of the ticket’s face value, excluding service fees, transaction fees, and delivery fees.

2.2. Event Rescheduling

If the event date or venue changes, you may:

Accept the ticket for the rescheduled date or venue; or

Request a refund of the ticket’s face value within 14 days of being notified about the change.

2.3. Significant Changes to the Event

If there is a significant change to the event (e.g., a major change in performers), you may request a refund of the ticket’s face value.

2.4. Exceptional Circumstances

In cases of unforeseen personal emergencies (e.g., illness), we may consider refund requests on a case-by-case basis. Supporting documentation, such as a medical certificate, may be required. Please contact us at tix@bgplus.live for assistance.

3. Voucher Option

Instead of a refund, customers may request a voucher for the value of their ticket.

Voucher Validity: Vouchers can be used to purchase tickets for any event organized by the Bi-2 Band within two years from the original purchase date. To request a voucher, contact us at tix@bgplus.live.

4. Refund Process

4.1. Submitting a Refund Request

To request a refund or a voucher, contact us at tix@bgplus.live, providing your order number, name, contact details, and the reason for your request.

4.2. Processing Time

Refunds will be processed within 14 business days from the date of approval.

4.3. Refund Amount

Refunds will only include the face value of the tickets and/or products purchased. Any service fees, transaction fees, or delivery fees are non-refundable, unless otherwise specified by the organizer.

5. Non-Refundable Tickets

The following tickets are non-refundable:

Promotional tickets (e.g., "Early Bird", "Last Minute") unless the event is cancelled.

Electronic tickets that have been used for entry to an event.

6. Ticket Resale

If a refund is not possible, customers may resell their tickets through authorized resale platforms. The responsibility for resale lies solely with the customer, not the organizer or ticket service.

7. Force Majeure

If an event is cancelled due to force majeure (e.g., pandemic, natural disaster), refunds or vouchers will be issued in accordance with applicable EU laws and regulations.

8. Contact Information

For questions regarding this Refund Policy, please contact us:

Email: tix@bgplus.live

Registered Address: 13-26 Rakovina St., k-s Raduga-2, 8256, Sveti Vlas, Bulgaria

9. Miscellaneous

This policy is governed by the laws of Bulgaria and the European Union.

We reserve the right to amend this Refund Policy at any time. Updates will be published on our website, and continued use of our services constitutes acceptance of the updated terms.

Support service for purchased tickets on the website bgplus.live: tix@bgplus.live