Upad d.o.o.

General Terms and Conditions for Customers

1. Introductory Provisions

The website of UPAD d.o.o. (hereinafter referred to as the “Website”) is a point of sale through which tickets for various types of events may be purchased. The Website is owned and operated by the company UPAD d.o.o., with its registered office in Zagreb, Petrinjska ulica 87, OIB: 31441006912 (hereinafter referred to as “UPAD d.o.o.”).


UPAD d.o.o., through the Website, provides ticket purchase and sale services for various types of events. UPAD d.o.o. sells tickets for certain events in the name and on behalf of other legal entities that organize such events (hereinafter referred to as the “Organizer”).


UPAD d.o.o. is not responsible for the organization and/or execution of the events for which it provides ticket purchase and sale services, nor for any refunds of the ticket purchase price. Any complaints and/or claims relating to the organization and/or execution of an event must be addressed to the Organizer, whose details are available on the Website alongside the respective event.


These General Terms and Conditions for Customers (hereinafter referred to as the “General Terms”) govern the rights and obligations, as well as the terms and conditions of the purchase and sale of tickets via the Website.


Customers are advised to familiarize themselves with these General Terms prior to making a purchase and to review them regularly in order to remain informed of their rights and obligations. In case of any ambiguities, Customers may contact UPAD d.o.o. using the following contact details:


  • Address for sending written correspondence: Zagreb, Petrinjska ulica 87 ;
  • Email address: [email protected];
  • Telephone number: +385 97 6729 882

These General Terms also constitute pre-contractual information in accordance with the Consumer Protection Act.


By using the Website, the Customer is deemed to have read and accepted these General Terms. UPAD d.o.o. shall not be liable for any disputes that may arise as a result of the Customer’s failure to familiarize themselves with the General Terms.


The conclusion of a ticket purchase agreement via the Website constitutes the conclusion of a distance contract and is governed in accordance with the laws of the Republic of Croatia, taking into particular account the principles and provisions of the European Union directives.


The purchase agreement is concluded when UPAD d.o.o., in the name and on behalf of the Organizer as the seller, accepts the Customer’s offer, and all information provided on the Website constitutes an invitation to submit an offer. The ticket sent by UPAD d.o.o. to the Customer in the name and on behalf of the Organizer constitutes confirmation of the concluded purchase agreement.


The official language for the conclusion of the purchase agreement is the Croatian language.



2. Ticket Purchase

Through the Website, Customers may purchase tickets for various events at the purchase price determined by the event Organizer.


The purchase is made on the Website by completing the designated form associated with the relevant event. When completing the form, the Customer is required to provide all requested information and is responsible for the truthfulness and accuracy of all submitted data. The Customer also bears the risk of any inability to use the ticket resulting from false and/or inaccurate information provided.


A purchase may be completed only upon the Customer’s confirmation that they have previously read, understood, and accepted the General Terms, and that they acknowledge that the order entails an obligation to pay. Purchases may be made 24 hours a day, 7 days a week. UPAD d.o.o. shall not be liable for any costs related to the use of computer equipment or telecommunication services required to access the service.


The purchase of tickets in the name and on behalf of minors or persons lacking legal capacity (in whole or in part) may only be carried out by their legal representatives.


By purchasing a ticket for a specific event, the Customer enters into a contract with the Organizer of that event, as well as with UPAD d.o.o. as the service provider of the Website for the purposes of processing and generating the event ticket.


The Customer will be notified of the order confirmation by email, and the ticket will generally be delivered in the same manner, to the email address provided by the Customer when completing the form on the Website. The ticket will be delivered in .pdf format and must be printed. The delivered ticket will contain a unique QR code required for ticket verification at the event entrance.


Depending on the conditions of a particular event, the Customer may also have the option to select other ticket delivery methods. In such cases, the Customer shall bear the ticket delivery costs, depending on the selected delivery method.


The sales terms applicable to the purchase of tickets for specific events are determined by the Organizer and are published on the Website. The sales terms may be amended by the Organizer at any time; therefore, Customers are advised to review the applicable sales terms immediately prior to purchasing tickets and, in the event of any ambiguities, to contact the event Organizer directly.


In the event of any issues or uncertainties during the ordering process, the Customer may contact UPAD d.o.o. by email at [email protected]



3. Payment

The Customer may pay for the ordered ticket using the payment methods specified on the Website at the time of purchase. The available payment methods may vary depending on the specific event, and UPAD d.o.o. is authorized to modify the available payment methods on the Website at any time.


In addition to the purchase price, UPAD d.o.o. reserves the right to charge a service fee and costs for the use of the Website.


The ticket shall become valid upon full payment of the purchase price, as well as any applicable service fees and costs for the use of the Website.



4. Use of Tickets

A valid ticket entitles the Customer to attend the event to which the ticket relates. At the event entrance, the Organizer has the right to verify the validity of the ticket and the identity of the person intending to attend the event using the ticket.


The Customer is required to safeguard the ticket and must not provide it to third parties. In the event that a third party uses the unique QR code from the ticket required for verification at the event entrance, the Customer shall bear sole responsibility.


The Customer is not authorized to resell, reproduce, or otherwise trade in any manner with a ticket purchased via the Website. Any violation of this prohibition shall result in the loss of the right to use the ticket, as well as liability for damages.



5. Cancellation and Other Changes Related to the Event

UPAD d.o.o. is not the Organizer of individual events for which tickets may be purchased via the Website and is not responsible for the organization and/or execution of such events, nor for any refunds of the ticket purchase price.


If the Organizer of a particular event decides to cancel, postpone, or make other changes related to the event, the Organizer shall determine whether tickets may be returned, refunded, or exchanged. In the event of postponement or a change of the event venue, the ticket shall generally remain valid for the new date or venue of the event.


In the event that the Organizer grants the Customer the right to a refund of the ticket purchase price, the Customer shall not be entitled to a refund of any other fees or costs associated with the purchase of the ticket via the Website.


An invoice shall be issued together with the purchased ticket and must be retained until the date of the event. The right to a refund of the ticket purchase price cannot be exercised without presentation of the invoice.


UPAD d.o.o. is not obligated to notify the Customer of any cancellation, postponement, or other changes related to the Event.



6. Refund of the Purchase Price

The Customer is hereby informed that, pursuant to Article 86, paragraph 1, item 12 of the Consumer Protection Act, they do not have the right to unilaterally withdraw from a contract concluded via the Website, as the subject matter of the contract is the provision of services related to leisure activities to be performed at a specific date or within a specified period.


The Customer may be entitled to a refund of the ticket purchase price in the event of cancellation or other changes related to the event, subject to the Organizer’s sales terms. The Customer must submit any refund request directly to the Organizer, whose details are available on the Website alongside the relevant event. The right to a refund of the ticket purchase price cannot be exercised without presentation of the invoice. Refunds are not available for personal reasons on the part of the Customer (such as illness, business obligations, etc.).


In the event that the Customer is granted a refund of the ticket purchase price by the Organizer, the Customer shall not be entitled to a refund of any amounts charged by UPAD d.o.o. for service fees and costs related to the use of the Website.



7. Notice on the Method of Submitting Written Consumer Complaints

In accordance with Article 10 of the Consumer Protection Act, the Consumer may submit a written complaint by post to the address of UPAD d.o.o., Petrinjska ulica 87, Zagreb, Croatia, or by email to [email protected]


UPAD d.o.o. shall provide a written response to the Consumer’s complaint no later than within 15 days from the date of receipt of the complaint. In order for UPAD d.o.o. to respond to a written complaint that was not submitted by email, the Consumer must provide accurate information regarding their full name and address to which the response will be delivered; otherwise, the written complaint shall be deemed invalid.



8. Out-of-Court Dispute Resolution

In the event of a dispute, UPAD d.o.o. and the Consumer shall attempt to resolve the dispute amicably. If this is not possible, the parties agree that the court in Zagreb with subject-matter jurisdiction shall have jurisdiction, and Croatian law shall apply.


Other mechanisms for out-of-court resolution of consumer disputes may also be used before mediation centers and other authorized bodies competent for alternative consumer dispute resolution within their respective jurisdiction.



9. Online Dispute Resolution

Consumer disputes related to online purchases shall be resolved amicably whenever possible. The Consumer may contact the trader to submit a complaint and attempt to reach an agreed solution. If an amicable resolution is not possible, the Consumer may use the available alternative dispute resolution (ADR) mechanisms or initiate proceedings before the competent court in accordance with applicable regulations.



This means that, in the event of a problem during an online purchase within the European Union, you may submit your consumer complaint in a faster and simpler manner via the above link.



10. Personal Data Protection

UPAD d.o.o. processes all user and Customer personal data in accordance with the applicable laws of the Republic of Croatia 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 – GDPR).


Please familiarize yourself with the manner in which we process personal data via link.



11. General Information

The User or Customer is required to familiarize themselves with these General Terms prior to using the Website.


For any questions or ambiguities related to these General Terms, you may contact us by email at: [email protected]


By accessing the Website or using any part of its content, the User or Customer accepts these General Terms, as well as all other rules and conditions governing the use of the Website and the services provided through it.

The User or Customer represents and warrants that they shall not use the Website in a manner that:


  1. causes harm to the authors or third parties;
  2. uses the Website to place false orders;
  3. fails to provide accurate and complete information requested during the ordering process;
  4. fails to accept all risks associated with the use of the Website and the services provided through it;
  5. intentionally introduces malicious software or other harmful content;
  6. gains unauthorized access to the Website, performs distributed denial-of-service (DDoS) attacks, or engages in similar activities.

If the User or Customer does not agree with the foregoing, they must immediately cease using the Website and the services provided through it.


The content of the Website is protected by copyright. All copyrights, trademarks, and other intellectual property rights related to the Website content are owned by UPAD d.o.o. or by third parties who have granted UPAD d.o.o. permission to use such rights. Any modification, lending, sale, or distribution of the Website content is permitted only with the prior written consent of UPAD d.o.o.


UPAD d.o.o. enables the use of the Website in the best possible manner. This includes monitoring server performance, expanding capacity in accordance with the number of users, providing user support, and resolving any errors or system issues. UPAD d.o.o. assumes no liability for any potential issues related to the operation of the Website or the services.


UPAD d.o.o. does not guarantee that the use of the Website will be uninterrupted or error-free. The User or Customer agrees that access to the Website may occasionally be interrupted or temporarily unavailable.


UPAD d.o.o. reserves the right to deny Users or Customers access to the Website if it determines that the Website is being used in an inappropriate manner. UPAD d.o.o. reserves the right, at its sole discretion, to deny access to the Website to any person.


The User or Customer undertakes to use the Website in a manner that does not compromise its resources or services. Any improper use of the Website is prohibited and shall result in termination of access to the Website.


UPAD d.o.o. reserves the right to amend or supplement these General Terms at any time. Such changes shall enter into force on the date of their publication on the Website. Continued access to the Website or use of any part of its content shall be deemed acceptance of the amended or supplemented General Terms. Users and Customers are advised to review the General Terms periodically in order to remain informed of any changes.


UPAD d.o.o. reserves the right, at any time and without prior notice, to amend, supplement, or discontinue any part of its business operations, including the Website or any part thereof, services, subpages, or services provided through them. This right includes, but is not limited to, changes to availability times, content, availability of new data, methods of transmission, and the right to access or use the Website.


The User or Customer is obligated to use the Website in accordance with applicable laws and general moral and ethical principles. UPAD d.o.o. reserves the right to monitor the content of the Website at any time in order to ensure compliance with these General Terms and applicable regulations.

These General Terms shall enter into force upon their publication on the Website.



Last updated: 7.2.2026.