Please read these Terms and Conditions of Contracting and Purchase Policy (the “Terms”) carefully before purchasing tickets, access passes, products, or services through the website www.arena.mx (the “Website”).

By selecting the acceptance box and completing the purchase process, the Client declares to have read, understood, and accepted these Terms, as well as the Terms and Conditions of Use, Privacy Notice, Event-specific information, and all other applicable policies published on the Website. If you do not agree with any of these provisions, you must refrain from making a purchase.

Operating Entity: BLUEMARBEL COORDINACIÓN DE EVENTOS, S.A. DE C.V. (“Arena Festival”)

Corporate Address: Avenida Paseo del Moral, exterior 348, 37160, León, Guanajuato.

Customer Service: Contact methods are made available on the Website for inquiries, clarifications, complaints, and claims.

Contracting Capacity and Age Restrictions

Purchases may only be made by individuals over eighteen (18) years of age holding valid official identification.

Persons under eighteen (18) years of age will not be permitted access. This restriction constitutes an essential condition for Festival access and will be communicated prior to completing purchase. Arena Festival reserves the right to deny access to minors.

Purchasing a ticket for a minor or someone unable to prove legal age at entry shall not generate any right to a refund, exchange, or compensation, as purchase acceptance confirms legal age eligibility.

Arena Festival promotes an environment of respect, inclusion, and healthy coexistence. Access and stay at the Festival shall be governed by principles of equality and non-discrimination. No person will be subjected to differential treatment based on ethnic or national origin, gender, disability, social status, religion, opinions, marital status, sexual orientation, gender identity/expression, sexual characteristics, or any protected status under law. This applies without prejudice to exercising admission rights based on objective, reasonable, legally justified grounds concerning safety, order, and regulatory compliance.

Purpose

These Terms govern the acquisition of tickets, access passes, packages, experiences, and other products or services offered through Arena Festival’s Website.

Arena Festival is responsible for marketing products/services offered on the Website, operating the purchase platform, processing orders, managing payments via authorized providers, issuing electronic tickets, and customer support. Where packages or services include third-party components (lodging, transport, activities), these shall be provided under the direct responsibility of their respective providers.

Arena Festival shall be responsible for the organization, production, holding, modification, rescheduling, or cancellation of the Festival, as well as for complying with its obligations under applicable law. Where the packages or services purchased include services provided by third parties, such as accommodation, transportation, activities, experiences, or other ancillary services, such services shall be provided under the responsibility of their respective providers, who shall be responsible for fulfilling their obligations in accordance with applicable law, without prejudice to any rights the Customer may have against Arena Festival where required by law.

Prior to completing the purchase, the Customer will have access to essential information regarding the transaction, including a description of the product or service, the total price to be paid, any applicable charges, available payment methods, as well as the cancellation, change, refund, and invoicing policies that may apply, as applicable.

The specific terms and conditions applicable to each ticket, package, experience, promotion, or service shall form an integral part of these Terms and Conditions. In the event of any conflict between such specific terms and these Terms and Conditions, the interpretation that provides greater protection to the consumer’s non-waivable rights under applicable law shall prevail.

Event Information and Availability

Before completing the purchase, the Customer or User must review the information applicable to the selected ticket, package, experience, or service, which may include, as applicable:

• Date, times, and expected duration of the Festival or contracted activity;
• Venue, address, and location of the Festival;
• Type of ticket, access, category, area, or service purchased;
• Artists, activities, experiences, or main content advertised;
• Age restrictions, terms and conditions, purchase policies, Privacy Notice, and other rules applicable to the Festival;
• Accessibility measures and contact information for requesting reasonable accommodations;
• Total price, currency, applicable taxes and charges, payment methods, and services included;
• Cancellation, change, rescheduling, and refund policies applicable to the purchased product or service.

The availability of tickets, packages, experiences, and other services shall be subject to the inventory available at the time of purchase. Adding products or services to the shopping cart does not constitute a reservation or guarantee their availability, unless expressly stated otherwise by Arena Festival. If the available inventory is sold out before payment is authorized, the transaction shall not be deemed completed.

Arena Festival may establish reasonable limits on the number of tickets or products that the same person, account, payment method, or transaction may purchase, in order to preserve availability, prevent fraudulent practices, or avoid unauthorized resale. Such limits will be disclosed, where applicable, prior to completing the purchase process.

Purchase Process

The purchase process will be carried out through the Arena Festival Website and will generally comprise the following stages:

• Selection of the ticket, package, experience, or service;
• Review of the characteristics of the selected product or service and the total price to be paid;
• Entry or verification of the Customer’s information;
• Review of the purchase summary and, where applicable, correction of any errors before confirming the transaction;
• Selection of the payment method;
• Express acceptance of these Terms and Conditions and the Privacy Notice;
• Confirmation of the purchase and processing of the payment.

The purchase shall be deemed completed once the payment has been authorized by the applicable financial institution or payment service provider and Arena Festival sends the purchase confirmation to the email address provided by the Customer, together, where applicable, with the electronic tickets or the information necessary to access the purchased product or contracted service.

The purchase confirmation shall contain, at a minimum, the transaction identification, the product or service purchased, the total price paid, and the order number or reference.

If the Customer does not receive the purchase confirmation, the Customer should check their spam or junk email folder or contact Arena Festival through the customer service channels available on the Website before attempting to make a new purchase. The existence of a pending, processing, or declined charge does not, by itself, mean that the purchase has been completed.

The Customer shall be responsible for providing complete, accurate, and up-to-date information, including their name, email address, and any other information required to complete the purchase. Arena Festival shall not be responsible for delays, errors in ticket delivery, or the inability to provide the services when such circumstances result from incorrect or incomplete information provided by the Customer.

Price, Charges, Payment, and Invoicing

The price of tickets, packages, experiences, and other products or services offered through the Website shall be the price published at the time of purchase. Prior to confirming the transaction, Arena Festival shall inform the Customer of the total price to be paid, itemizing, where applicable, taxes, commissions, service charges, and any other applicable charges, in accordance with applicable law.

Payments shall be processed through the payment methods enabled on the Website and may be handled by financial institutions or specialized payment service providers. The authorization, validation, and processing of transactions shall be subject to the policies and verification procedures of such entities, including fraud prevention mechanisms.

The purchase shall only be deemed completed once the payment has been authorized and Arena Festival has confirmed the transaction. The rejection, reversal, or cancellation of the payment by the financial institution or payment service provider shall prevent the purchase from being completed, without liability on the part of Arena Festival.

Arena Festival shall issue the corresponding purchase receipt and, when requested by the Customer and where applicable under the relevant tax laws, the corresponding Digital Tax Receipt (CFDI) for the amounts actually collected.

Ticket Delivery, Custody, and Use

Tickets will be delivered through the methods indicated during the purchase process, including, as applicable, by email, download through the Customer’s account, QR code, mobile application, or any other electronic method enabled by Arena Festival. Delivery may be subject to final payment verification.

Each ticket will have a unique identifier, and only the first valid ticket presented for scanning will grant access to the Festival. The Customer shall be responsible for maintaining the confidentiality and safekeeping of their tickets and shall refrain from reproducing, distributing, altering, publishing, or using them without authorization.

In the event of loss, theft, misplacement, damage, deletion, or failure to receive a ticket, the Customer must contact Arena Festival through the customer service channels available on the Website. Arena Festival will assess whether the ticket may be reissued or replaced, provided that this is technically and operationally feasible and does not compromise the security of the access control system.

When tickets are issued in the name of a specific individual or when the Festival’s terms and conditions so require, Arena Festival may request that the Attendee present a valid official identification document to verify their identity and, where applicable, deny access when the Attendee is unable to prove ownership of the ticket or compliance with the access requirements previously disclosed.

The resale, reproduction, alteration, counterfeiting, unauthorized commercialization, or any fraudulent use of tickets may result in their cancellation, without prejudice to any legal actions that may be pursued in accordance with applicable law.

Resale, Transfer, and Prohibited Uses

Tickets are issued exclusively for access to the Festival and may not be counterfeited, reproduced, altered, duplicated, manipulated, used fraudulently, or used for purposes other than those for which they were issued.

The assignment, transfer, or resale of tickets shall only be permitted when expressly authorized by Arena Festival and carried out through the mechanisms or platforms enabled for such purposes, in accordance with applicable law.

Arena Festival may verify, suspend, cancel, or invalidate any ticket when there are objective grounds to reasonably presume that the ticket was obtained, used, or marketed through fraud, counterfeiting, identity theft or impersonation, the use of automated programs (bots), circumvention of purchase limits, compromise of security systems, unauthorized resale, or any other unlawful conduct or conduct contrary to these Terms and Conditions. The foregoing shall be without prejudice to any rights granted under applicable law to consumers who can demonstrate that they acquired the ticket in good faith.

Unless previously authorized in writing by Arena Festival, tickets may not be used for advertising, promotional, or commercial purposes, nor may they be included in sweepstakes, raffles, contests, promotions, travel packages, incentive programs, hospitality activities, or any other profit-making or promotional activity. Failure to comply with this provision may result in the cancellation of the ticket and the pursuit of any applicable legal actions.

Arena Festival reserves the right to establish identity, authenticity, and ticket ownership verification mechanisms whenever necessary to prevent fraud, protect the security of the Festival, or ensure the proper operation of the access control systems.

Final Sale, Non-Refundable Policy, and Legal Exceptions

Once the payment has been authorized and Arena Festival has sent the purchase confirmation, the purchase of tickets, packages, experiences, and other services shall be deemed final. Accordingly, cancellations, changes, or refunds shall not be permitted for reasons attributable to the Customer, including, without limitation: inability to attend, change of plans, errors in the selection of the product or service, duplicate purchases made by the Customer, or failure to use the purchased ticket or service.

The foregoing shall not limit any cancellation, return, refund, credit, or compensation rights to which the Customer may be entitled under applicable law, including cases where the Festival is canceled, rescheduled, materially modified, or where any other circumstance provided for under the Federal Consumer Protection Law (Ley Federal de Protección al Consumidor) applies.

Requests relating to cancellations, changes, or refunds must be submitted through the customer service channels enabled by Arena Festival within the applicable timeframes, if any, communicated for each procedure.

Cancellation, Rescheduling, and Event Changes

Definitive Cancellation: In the event of the definitive cancellation of the Festival for reasons attributable to Arena Festival, the Customer shall be entitled to a refund of the amounts paid and, where applicable, to any credits or compensation to which they may be entitled under applicable law.

Rescheduling / Substantial Changes: If the Festival is rescheduled or materially modified, including changes to the date, venue, or any other condition that significantly alters the nature of the event, Arena Festival will promptly notify the Customer through its official channels and will communicate the options available to the Customer, including, where applicable under applicable law, retaining their ticket for the new date or requesting the corresponding refund.

Operational Modifications: Arena Festival may make reasonable adjustments arising from operational, technical, logistical, or production needs, including changes to schedules, stage layouts, access points, the order in which artists perform, or similar activities, provided that such changes do not materially alter the nature of the Festival or diminish the rights granted to consumers under applicable law.

Force Majeure: If the Festival cannot take place or must be modified due to an act of God, force majeure, acts of government authorities, natural phenomena, extreme weather conditions, public health emergencies, security risks, or any other cause beyond Arena Festival’s control, Arena Festival will promptly inform Customers of the applicable measures, which may include rescheduling the Festival, substituting the service, or issuing a refund, as applicable and in accordance with applicable law.

Refund Procedure

Where a refund is applicable, Arena Festival will preferably process the refund through the same payment method used by the Customer, unless the Customer expressly authorizes another method or applicable law requires otherwise.

To request a refund, the Customer must submit the request through the customer service channels published on the Website, providing at least the order number, name of the purchaser, registered email address, and any other information reasonably necessary to identify the transaction.

The processing and posting times for refunds may vary depending on the financial institution or payment service provider used, without prejudice to the timeframes established under applicable law.

 Access, Security, and Event Conduct

To enter the Festival, the Attendee must present a valid ticket and, when requested by Arena Festival, a valid official identification document or the documentation necessary to demonstrate compliance with the applicable access requirements. The ticket shall only be valid for the date, time, area, type of access, and other conditions specified at the time of purchase.

Access to, presence at, and re-entry into the Festival shall be subject to these Terms and Conditions, the rules of the venue, and the security measures implemented by Arena Festival and the competent authorities, which shall be communicated prior to or upon entry.

Arena Festival reserves the right to deny access to or request the removal of any Attendee who, based on objective and reasonable grounds:

• Presents a counterfeit, altered, duplicated, previously used, or fraudulently or otherwise unlawfully obtained ticket;
• Fails to comply with access restrictions, including the minimum age requirement, or fails to verify their identity when necessary;
• Carries weapons, prohibited objects or substances, dangerous items, or any other item whose entry is restricted under applicable law or the Festival’s policies;
• Is under the influence of alcohol, narcotics, or any other substance when this poses a risk to their own safety, the safety of other attendees, or the proper conduct of the Festival;
• Engages in acts of violence, threats, harassment, discrimination, property damage, disorderly conduct, unlawful activities, or any other behavior that jeopardizes the safety, well-being, or peaceful coexistence of attendees, artists, staff, or third parties; or
• Fails to comply with reasonable instructions issued by the Festival’s security, civil protection, logistics, or organizational personnel.

The right of admission shall be exercised objectively, reasonably, proportionately, and without discrimination, in accordance with the established terms and conditions. Arena Festival shall promote accessibility and inclusion and, where appropriate, implement reasonable accommodations to facilitate access to and continued attendance at the Festival by persons with disabilities.

Unless expressly stated otherwise by Arena Festival, leaving the venue shall result in the loss of the right to re-enter. Likewise, the list of permitted and prohibited items, policies regarding the entry of food, beverages, medication, cameras, backpacks, and other items, as well as any other applicable security measures, shall be available on the Website or communicated in a timely manner prior to entry to the Festival.

Recording, Image Rights, and Intellectual Property

During the Festival, photographs, audio and video recordings, live broadcasts, and other audiovisual recordings may be made for security, dissemination, archival, promotional, advertising, and Event documentation purposes. Arena Festival will endeavor to provide notice of this circumstance through visible notices and will process personal data and images in accordance with its Privacy Notice and applicable law.

Attendance at the Festival implies that the Attendee acknowledges the possibility of appearing incidentally or as part of the background in such materials. However, when Arena Festival intends to make individualized recordings or use an individual’s image for purposes that require express consent under applicable law, it will obtain the corresponding authorization.

Attendees may take photographs or videos for exclusively personal and non-commercial use, provided that doing so does not interfere with the operation of the Festival, the rights of third parties, or the policies of the venue. The reproduction, broadcasting, professional recording, or commercial exploitation of the Event or any of its content without the prior written authorization of Arena Festival or the corresponding rights holder is prohibited.

The trademarks, trade names, logos, designs, photographs, videos, recordings, musical works, audiovisual content, software, and other elements related to the Festival or the Website are owned by Arena Festival or their respective rights holders and are protected under applicable intellectual and industrial property laws. The purchase of a ticket does not grant the Customer or the Attendee any rights over such content, except for the right to access the Festival under the terms set forth herein.

Personal Data and Information Security

Arena Festival shall process the personal data it collects in connection with ticket purchases, the contracting of packages, attendee registration, customer service, invoicing, access to the Festival, and other related services, in accordance with its Privacy Notice, available on the Website, and applicable personal data protection laws.

The processing of personal data shall be carried out in accordance with the principles of lawfulness, consent, information, data quality, purpose limitation, loyalty, proportionality, and accountability established under the Federal Law on the Protection of Personal Data Held by Private Parties (Ley Federal de Protección de Datos Personales en Posesión de los Particulares).

Arena Festival shall implement reasonable administrative, technical, and physical measures to protect the confidentiality, integrity, and security of personal information; however, the Customer acknowledges that no technological system is completely infallible, and therefore Arena Festival does not guarantee the absolute absence of unauthorized access resulting from acts of third parties beyond its reasonable control.

When the Customer provides personal data of third parties for the purchase of tickets, packages, or services, the Customer represents that they have obtained the necessary authorizations to do so and agrees to inform such third parties of the contents of the applicable Privacy Notice.

Arena Festival may engage specialized service providers for payment processing, electronic invoicing, information storage, communications, access control, and other services related to the operation of the Festival. Such providers shall process personal data solely for the purposes for which they have been engaged and in accordance with applicable law.

Liability of Arena Festival

Arena Festival shall provide the services in accordance with the characteristics disclosed to the Customer and shall adopt reasonable measures to ensure the proper organization, operation, and security of the Festival, in compliance with applicable law.

Arena Festival shall not be liable for failures attributable to telecommunications networks, internet services, financial institutions, payment service providers, the Customer’s devices, or any other services provided by third parties that are beyond its reasonable control. Nevertheless, Arena Festival shall cooperate in good faith with the Customer to clarify any issue related to the purchase or access to the Festival, where appropriate.

Arena Festival’s liability shall be limited to damages and losses that are the direct result of acts or omissions legally attributable to Arena Festival, without prejudice to the non-waivable rights granted to consumers under Mexican law.

Nothing contained in these Terms and Conditions shall be construed as excluding or limiting Arena Festival’s liability in cases where such liability may not be waived or limited under the Federal Consumer Protection Law (Ley Federal de Protección al Consumidor) or any other applicable legal provision.

Modification of Terms

Arena Festival reserves the right to modify, update, or supplement these Terms and Conditions at any time when necessary due to legal, regulatory, technological, operational, security, logistical, or event production changes, or any other circumstances related to the operation of Arena Festival.

The version of the Terms and Conditions applicable to each Customer shall be the version that was in effect and accepted at the time the corresponding ticket was purchased, which shall be retained as part of the electronic records of the transaction.

Any modifications made after the purchase of a ticket shall have no retroactive effect and shall not affect any rights previously acquired by the Customer under applicable law and the Terms and Conditions in effect at the time of purchase.