Terms & Conditions

UNTOLD DUBAI

GENERAL TERMS AND CONDITIONS

EVENT: UNTOLD DUBAI FESTIVAL

LOCATION: Dubai Parks and Resorts, United Arab Emirates

I. GENERAL PROVISIONS

1.1. The General Terms and Conditions (hereinafter referred to as the "GTC") apply to the sale of Products and Services, the organization and conduct of the UNTOLD DUBAI FESTIVAL (hereinafter referred to as the "Festival", the "UNTOLD Festival" or the "Event"). "), organized by UNTOLD EVENTS L.L.C., an entity established under the laws of the U.A.E., having license number 1102119 and mailing address: 3F-07 Al Safiya Building, Hor Al Anz, Dubai (hereinafter referred to as the "Organizer" or "UNTOLD").

1.2. The Purchaser of the Product and the Participant declare that he/she has read, understood and undertakes to comply with GTC, the Privacy and Cookie Policy accessible on the Website and the Conditions of Entry into Dubai Parks and Resorts (accessible on www.dubaiparksandresorts.com).

1.3. GTCs are valid indefinitely. The Product Buyer and the Participant agree that UNTOLD has the right to unilaterally modify the GTC, without prior notice being required. In the event of a GTC change, such changes will be effective immediately upon posting on the Site. UNTOLD stipulates that GTCs may be modified after the purchase of the Product. UNTOLD recommends Participants to monitor changes to these GTCs.

II. DEFINITIONS

2.1 During their use in this document, defined terms have the meanings agreed in this section, unless they are defined as such in this document:

Add-on: Additional options of products or services available exclusively to Festival ticket buyers, which allow them to benefit from special experiences during the event (e.g. backstage insider tour, backstage discovery tour, etc.). 

Ticket – refers to any form of paid or free entry voucher or method of entry control, whether it is a physically printed Ticket, a voucher, a Ticket or an electronic form of Ticket, such as a unique barcode, QR code, reference number identifying the holder as having an Order Confirmation or having received a product that grants them access to the Festival;

Bracelet - a certificate applied by UNTOLD to validate a Ticket and certifying that its holder has the right to enter the Festival; It is also a special payment instrument within the Festival;

Product Buyer -  the person who receives a Product, a document that subsequently becomes a Product valid for the Festival;

Festival Duration: the duration of the Festival that corresponds to the period of time between the beginning and the end of the Festival;

Festival: The UNTOLD Dubai Festival, consisting of all performing arts programmes – music, entertainment and culture, organised by the Organiser in a set location.

Contractual Partner/Contractor: an economic operator or other natural / legal persons who carry out independent commercial activities in connection with the Festival, based on a contractual relationship with UNTOLD;

Check-in: a procedure that assigns and connects the Product Buyer to the purchased Ticket and subsequently to the Bracelet. It can be done before entering the Festival, online or at the venue;

Participants: all persons participating in the Festival;

My Wallet - the section of the personal account created on the www.untold.ae platform where the user finds the purchased tickets, the tickets available for check-in, the tickets to past events and the possibility to check-in online or top-up online on tickets.

Goods: elements and rights with pecuniary value that can be purchased from UNTOLD or from other Contracting Partners within the Festival or in connection with it, as well as any vouchers or other similar means that can be offered in exchange for them;

RHUNA - a multi-purpose voucher that can be used to purchase "Rhuna products and services", i.e. those available in the ecosystem of events and festivals organized by the companies of the Untold group, which include the Massif Festival, the Untold Romania Festival and Untold Dubai, as well as the Neversea Festival. The purchase of RHUNA products and services is made from the www.bemassif.com, www.untold.com, www.untold.ae, www.neversea.com platforms. 

Rewards - benefits granted by the Organizer to customers to increase the degree of loyalty. These advantages and rewards can be used to purchase Rhuna products and services at festivals and on the platforms associated with the Untold group.

Account Balance - the section of the personal account created on the www.untold.ae platform, where the user can load an amount of money. This amount is converted into Rhuna and can be used to purchase Rhuna products and services or to perform online top-ups on the festival access bracelet.

Products: Subscriptions/Tickets and any other Services provided by the Organizer, available on the Site or affiliated Contractual Partners;

Website: will refer to the UNTOLD website and the online sales portal www.untold.ae or any other websites or electronic domains provided by UNTOLD for news about the Festival and the sale of the Products;

GTC: These General Terms and Conditions governing the conduct of the Festival, available both on the Website (as defined above) and at the entrance to the Festival Area;

Third parties: natural and legal persons, other than UNTOLD and the Participants;

Festival Area: any of the locations where the Festival takes place;

VIP area: specially arranged area in the Festival with premium options and services.

III. LEGAL RELATIONSHIP

3.1. GTC shall apply to all Product Buyers and Festival Participants. It is the responsibility of the Product Buyer and the Participant to read, understand and comply with these GTCs.

3.2. GTC should be read in conjunction with Dubai Parks and Resorts' Privacy and Cookie Policy and Terms and Conditions. GTC will be posted both on the www.untold.ae website  and at the entrance of the Festival. 

3.3. These GTCs outline the rights and obligations arising from the purchase of Products and participation in the Festival and the relationships established between Untold and the Product Buyer and the Participants.

3.4. By purchasing Products or participating in the Festival at the Festival, Product Buyers and Participants accept and agree to comply with:

• GTC and any obligations and responsibilities related thereto. Any Product Purchaser and Participant who violates GTC may be liable for legal action, denial of entry to the Festival/Dubai Parks and Resorts and/or expulsion from the Festival/Dubai Parks and Resorts;
• security measures, notifications, requests or announcements posted or given by the Police, Security Personnel or agents representing any of the Associated Entities, including without limitation, any instructions or announcements regarding access to and security to the Festival;
• all UAE/Dubai laws and regulations;

3.5. The Product Buyer and the Participant agree to indemnify the Organizer and/or Dubai Parks and Resorts for any damages, losses, liabilities or prejudice that these parties suffer or may suffer as a result of the Product Buyer's and the Participant's failure to comply with these GTCs.

IV. PRODUCTS

IV.A. METHODS OF PURCHASE AND PAYMENT OF THE PRODUCT

4.1. Buyers of Products will be able to purchase Products by paying the Price, online by bank card on the Website or through our Contractual Partners.

The products will be sold on the Site or by Contracting Partners (to whom UNTOLD has transferred this right). All payments are made through the Site or contracting partners. The Organizer only guarantees the validity of the Products sold through the networks of these Contracting Partners or on the Site.

Additional information regarding the detailed conditions applicable to the purchase of Products online or in physical format will be provided by our Contracting Partners when purchasing the Products.

IV.B. TYPES OF TICKETS

4.2. Participation in the Festival will be made using one of the following types of Tickets:

1. Standard Subscription (General Access) – grants the Product Buyer access to the Festival for its entire duration, starting from the first day, until the end of the Festival (daily, during the festival's operating period) The Standard Subscription does not allow access to the VIP Area.

1. VIP Subscription – grants the Product Buyer access to the Festival Area as well as to the VIP Area of the Festival for the entire duration of the Festival, starting from the first day, until the end of the Festival (daily, during the opening hours of the Festival.) and other premium services such as: separate VIP entrance; view of the main stage from an elevated platform; dedicated bars; access to exclusive VIP services and hospitality areas. The product is available and can be purchased for customers over the age of twenty-one (21)!

1. In addition, various packages and special combinations of tickets will be available, such as Friendship Pack, Women Pack and others, according to the offers displayed on the official website of the Festival. These packages will offer additional benefits and advantages, and the specific details of each package will be communicated through official sales channels.

IV.C. SUBSCRIPTIONS and SERVICES - All Products in this category are available and can be purchased for customers over the age of twenty-one (21)! The purchased order cannot be returned.

1. Golden Zone with 10 VIP Passes - 4 nights - grants the Product Buyer a table reservation with a premium position in the VIP Area for the entire duration of the Festival, up to 10 VIP Passes, beverage package and concierge services included.
2. Golden Zone with 10 VIP Passes - 1 night - grants the Product Buyer a table reservation with a premium position in the VIP Area for one night of the Festival, up to 10 VIP Day Passes (which provide the Participant's access to one day of the Festival), beverage package and concierge services included.
3. Silver Zone with 8 VIP Passes - 4 nights - grants the Product Buyer a reservation at a table in the VIP Area (better view than the Bronze Zone) for the entire duration of the Festival, up to 8 VIP Passes and a drink package included.
4. Silver Zone with 8 VIP Passes - 1 night - grants the Product Buyer a reservation at a table in the VIP Area (better view than the Bronze Zone) for one night of the Festival, up to 8 VIP Day Passes (which provide the Participant's access to one day of the Festival) and beverage package included.
5. Bronze Zone with 6 VIP Passes - 4 nights - grants the Product Buyer a reservation for a table in the VIP Area for the entire duration of the Festival, up to 6 VIP Passes and beverage package included.
6. Bronze Zone with 6 VIP tickets - 1 night - grants the Product Buyer a reservation at a table in the VIP Area for one night of the Festival, up to 6 VIP Day Passes (which provide the Participant's access to one day of the Festival) and beverage package included.

SERVICES - All Products in this category are available and can be purchased for customers over the age of twenty-one (21)! In order to benefit from the Services, the customer must have a valid VIP Pass or a VIP Day Ticket for the Festival

1. Regular High Table - 4 nights – grants the Product Buyer a reservation at the High Table (table with standard high chairs with a capacity of 4 seats) for the entire duration of the Festival, starting from the first day, until the end of the Festival, beverage package; VIP membership is not included and must be purchased separately.
2. Regular High Table - 1 night - grants the Product Buyer a reservation at the High Table (table with standard high chairs with a capacity of 4 seats) for a Festival day, beverage package; VIP membership is not included and must be purchased separately.

IV.D. ACCOMMODATION AND SERVICES

The Services and Accommodation will be offered in collaboration with our contractual partners and will be available on the Website. Additional information regarding the detailed conditions applicable to the purchase of these Services will be provided by our Contracting Partners when purchasing the Services.

The buyer of the accommodation services must also comply with the rules and regulations of the purchased accommodation location.

4.3. The Organizer will offer a limited number of VIP memberships, VIP experiences and accommodation services.

Important! Access of people under 21 years of age to the VIP area is strictly prohibited. All Product Purchasers must comply with the age conditions stated in the GTC for the purchased Product. The Organizer has the right to replace the Product for the person who does not comply with the age requirements (referred to in these GTC) with one for which the Product Purchaser meets these conditions.

4.4. Contractual partners operating VIP platforms have the right to request a minimum consumption for certain areas on the platform.

4.5. The calendar and detailed program of the Festival will be announced by the Organizer in the period prior to the Event.

IV.E. PRODUCT PURCHASE AND RETURN POLICY

4.6. The Product Buyer will be provided with the Product upon successful completion of an Order. It is the responsibility of Product Buyers to: a) provide accurate and functional information and b) verify receipt of the Products. Upon purchase and receipt of the Product, Buyers are asked to check them carefully, as mistakes cannot be rectified. The Organizer will not issue duplicate Products. 

4.7. The tickets accepted by the Organizer can be in physical format or in electronic format (eTickets) which are sent to you in the form of a QR code in your personal account, in an e-mail or printed on paper, which each Participant has the obligation to bring with him to the event or to present in original electronic format. Attention! Photos taken at tickets are not accepted!

4.8. No refunds, cancellations or exchanges are available after an Order of a product has been placed. The products are non-refundable and cannot be exchanged unless the Festival is canceled or postponed under certain conditions. No refunds will be given if the Product Buyer violates these terms, if the Product is invalid or entry is denied based on the Product Buyer's inappropriate behavior.

If applicable, refunds will be made in relation to the dates mentioned for making the payment, excluding delivery fees.

4.9. Each Participant is solely responsible for complying with all immigration, customs and legal requirements of any relevant authority for entry into the United Arab Emirates and the Emirate of Dubai (including, but not limited to, obtaining an entry visa or permit of any kind). In connection with the Festival, the Participant will not be granted exchanges, refunds or replacements of Products for non-compliance with these requirements or inability to obtain (or refusal, cancellation, expiration or revocation) an entry, visa or permit, for any reason. Each Participant is advised to consult the applicable travel conditions in Dubai before purchasing any Product(s) for the Festival.

4.10. A Ticket grants access to only one person in the Festival. 

4.11. The Organizer reserves the right to add, withdraw, reschedule or replace artists and/or modify the promoted programs. Tickets are valid for the Festival Area related to the purchased Ticket and for participation on the entire day of the Festival and not for a specific show/artist.

4.12. Each location, within the perimeter of the Festival, has a limited capacity, and access may be temporarily restricted in order to comply with the safety regulations in force.

4.13. Standard Subscriptions can be changed to VIP Subscriptions with the payment of a price difference, within the limit of available stocks.

4.14. In case of payment of the Price in EURO, the reference rate is set at 1 EURO = 3.8 AED; and in USD, the reference rate is set at 1 USD = 3.6 AED.

4.15. The Organizer reserves the right to change the exchange rate and price of the Products without prior notice. The change in the price of the product does not apply to those items that have already been purchased at the time of the change.

4.16. The final price paid by the Buyer of the Product shall consist of the basic price of the Product and the value added tax.

4.17. Support: For any questions or unforeseen situations that arise, the Buyer of the product can contact us at the email address: [email protected].

4.18 The Buyer expressly gives its consent for the Organizer to request and process the Buyer's home or residence address in order to send the festival access bracelet directly to the indicated address, in order to ensure more pleasant and efficient access to the Festival. The Organizer reserves the right to offer this option to Buyers for a fee, as an alternative to the option to pick up the bracelet from the location announced by the Organizer on the eve of or during the Festival. If this service is available, the Organizer will complete this section. 

4.19. REFERRAL CAMPAIGN 

4.19.1. Any person who has an account on the www.untold.com platform  can benefit from the campaign in the following way:

1. In the personal account on the platform, the user will have access to a section called Referral where he will be able to view the benefits and mechanics of using the automatically assigned unique code.
2. The unique code can be used exclusively for the purchase of subscriptions or products available by opening the Referral link. The unique benefit code is automatically applied to the person who received the link and purchases a product.
3. The unique code can be used for an unlimited number of orders.
4. For each subscription or product purchased, the user will receive a voucher in the form of cashback in the Wallet for each subscription or product. These cashback amounts can only be used to be loaded on the wristband or on the top-up Festival ticket used to purchase products at the Untold Dubai Festival 2025 by paying with the wristband.

4.19.2. The amounts will be visible as a Reward in the Wallet only after the purchase of the products has been made and the payment has been collected by the Organizer.

4.19.3. The cashback reward is available only if the Participant has a valid ticket to the festival and participates in it.

4.19.4. The participant has the obligation to use this amount in full within the UNTOLD Dubai Festival 2025 edition, as the amounts cannot be reported for future editions of the Festival, cannot be withdrawn at the end of the event (in whole or in part) and cannot be transferred back to the Wallet. Thus, any amounts obtained by the Participant within the campaign that remained unspent will not be returned at the end of the Event via online Refund or at the location. If for any reason the UNTOLD Dubai Festival will no longer take place in 2025, the Participant will not be entitled to the payment of the RON equivalent of the amount won or to any other compensation. 

4.19.5. The cash value of the voucher obtained within this Campaign cannot be awarded, respectively these prizes cannot be exchanged.

4.19.6. From the moment the voucher is made available in the form of cashback in the Wallet to the user, the Organizer is released from any obligation towards him.

4.20. Additional Add-ONS services

4.20.1. Additional options of products or services available exclusively to persons who have purchased a valid ticket for the Festival.4.20.2. The list of available Additional Services, their description, conditions of use and related fees are published on the official platform of the Organizer and may be updated without prior notice.
4.20.3. Additional Services can be purchased through the official online platform, using the payment methods accepted by the organizer.

4.20.4. The purchase is considered completed at the time of payment confirmation by the payment processor.

4.20.5. Once purchased, the Additional Services cannot be cancelled, modified or refunded, regardless of the reasons invoked by the buyer.

4.20.6. Access to the Add-Ons is nominal and cannot be transferred to another person, except in the cases expressly mentioned by the Organizer.

4.21. PAYMENT OF THE PRODUCTS AND THE OPTION TO PAY IN INSTALMENTS

4.21.1. Object. Tickets or Services can be purchased in two ways:

a) Full payment, which involves the payment of the entire amount related to the product in a single installment;

b) Payment in installments, which allows the total amount to be divided into monthly installments, according to the customer's option. Only the products expressly indicated by the Organizer on the www.untold.ae platform as available to be paid in this manner can be purchased in installments.

4.21.2. The Client will choose the desired payment method at the time of placing the order.

4.21.3. Installment payment mechanism. The number of installments available and their amount is indicated in the Organizer's platform and is determined according to the period remaining until the date of the event and the amount paid in the first installment. When selecting the installment payment option, the customer will indicate the desired number of installments, within the limit of the maximum available. Products purchased after October 1, 2025 are not eligible for payment in installments. The organizer charges a processing fee for using the installment payment option. Its value is 26 EURO (AED 100), is paid at the time of selecting the installment payment option and is included in the first installment. The processing fee is non-refundable, regardless of the reasons invoked. The Organizer reserves the right to update the amount of the processing fee, but any changes will apply exclusively to future transactions and will not affect the fees already paid.

4.21.4. Withdrawal of amounts. The first installment will be paid at the time of purchase of the Product with payment in installments. Subsequently, each installment will be automatically withdrawn from the bank card authorized by the customer in the platform, at an interval of 30 days between withdrawals. By selecting the installment payment option, the customer expressly consents to the automatic debiting by the Organizer of the amounts related to the installments. The customer is obliged to ensure that there are sufficient funds in the bank account associated with the card used for the payment of installments. 

If an installment cannot be successfully withdrawn, the Organizer will perform the following attempts: Three attempts on the first due day; An additional trial on day 3; One last attempt on day 5. If the installment remains unpaid after the five attempts, the customer can make the payment manually through the platform. If the customer accumulates two unpaid installments, he will have a dedicated button to contact the support team in order to solve the situation. 

4.21.5. Access to the Product. No products purchased through the installment option will be available for use until the amounts due have been paid in full. After completing the full payment, the products become valid and can be used according to their intended purpose. Specifically:

a) Products purchased in installments cannot be transferred to another user, and until the full amount due is paid, online check-in cannot be performed, the ticket bracelet cannot be delivered, and the QR code of the ticket or any other services associated with the purchased product will not be available.

b) The Client understands and agrees that, regardless of the number of installments paid, if the total amount related to the product is not paid in full by the established deadline, the Organizer reserves the right to cancel the order WITHOUT REIMBURSEMENT OF THE AMOUNTS ALREADY PAID, REGARDLESS OF THE REASON FOR NOT MAKING THE FULL PAYMENT.

4.21.6. Management platform. All payments are processed through the official platform of the Organizer, available at www.untold.ae. The customer's bank details are protected by security measures that comply with industry standards. The organizer reserves the right to modify the payment policy in installments, without prior notice, in compliance with the orders already placed.

4.22. PRIORITY LANE (ACCESS SERVICE TO THE FESTIVAL THROUGH A SEPARATE AREA FROM THE GENERAL ONE)

"Priority Lane" consists of purchasing a service that allows access to the festival through a dedicated area, different from the general access.

4.22.1. Conditions. In order to benefit from this service, the customer must cumulatively meet the following conditions: 

1. Have a valid ticket for the 2025 edition of the Untold Dubai festival (One day ticket, General Access Pass);
2. To have Online Check-In done;
3. The service is available for all age groups. Minors under 5 years of age can access this area free of charge with the companion who purchased this service. 

4.22.2. The steps that the participant takes to benefit from this service are:

1. The purchase is made on the www.untold.ae website.
2. The holder chooses the Priority Lane service and fills in the necessary data for the purchase.
3. After confirming the data and accepting the Terms and Conditions and Privacy Policy, the Client clicks on the "Pay Now" button and is redirected to the payment page.
4. After the successful completion of the payment, the order confirmation email is sent.
5. After picking up the festival wristband, the participant heads to the Priority Lane area, where they will present the dedicated document for Priority Lane for scanning.

4.22.3. Availability. The organizer provides a limited number of "Priority Lane" products for each day of the Festival. Availability may be modified by the Organizer in order to supplement them within the limit of available places. 

4.22.4. Use: This product can only be used once and is only valid for the day for which it was purchased, as highlighted on the website. The participant has the option to select between day 1, 2, 3 or 4 of the Festival. For example, a "Priority Lane" product purchased for day 1 cannot be used on day 3.

This product may not be transferred to other persons.

4.22.5. Price. The value of the product is the one indicated on the website. The prices are valid at the time of accessing the page where they are displayed, the Organizer reserving the right to modify them at any time, without any prior notice or notification. Payment can be made exclusively online by card through the payment processor's service. Once the order has been placed and confirmed, it cannot be canceled, and the amount of money paid will not be refunded, regardless of whether the product has been used or not.

4.22.6. Important aspects: This product does not guarantee entry within a certain time frame or a shorter waiting time by using this access route. 

4.22.7. Support: For any questions or unforeseen situations that arise, the ticket holder can contact us at the e-mail address: [email protected]

4.23. RHUNA AND USE OF ACCOUNT BALANCE 

4.23.1.General

1. Rhuna, as defined in these Terms and Conditions, is used for the purchase of Rhuna products and services within the Untold festival and on the www.untold.ae platform.
2. Through the personal account on the Untold platform (website or application), the user will be able to load an amount of money into the system by pressing the "Top Up Account" button which, with his consent, will be transformed into RHUNA and will be visible in the Account Balance section.

4.23.2. Use of Rhuna

1. Once the amount of money has been deposited in the Account Balance and converted into RHUNA, the user will be able to use this tool for: Purchasing Rhuna products and services or Loading on the ticket and on the access bracelet for the purchase of products and services within the festival.

4.23.3. Validity and withdrawal of Rhuna

1. The RHUNA loaded in the Account Balance has a validity period until December 31 of each year related to the festival edition. After this period, the amounts existing in the Account Balance will expire.

Example: The money converted into RHUNA for the Untold Festival 2024 remains valid for the purchase of products and services, until December 31, 2024. The money added to the personal account in 2025 will be valid for the purchase of products or services until December 31, 2025.

1. After converting the amounts of money into Rhuna, the user can no longer convert the Rhuna into its cash equivalent and/or withdraw the converted amount, except in exceptional circumstances (death, inability to use the account for a long period of time, proven by supporting documents).

4.23.4. Rewards System

The organizer may grant certain benefits in the form of advantages and rewards that can be used to purchase Rhuna products and services during the festival, on the Untold platform or to achieve online top-up on the ticket.

1. These benefits, called Rewards, have the following characteristics:

● They cannot be withdrawn. Rewards cannot be converted to cash and withdrawn from your account.

● They cannot be converted into their cash equivalent.

● Expires after the completion of the festival edition for which they were awarded. Example: If the user received a reward on the Untold Festival in March 2025, it can be used until the last day of the Untold Festival 2025.

● The equivalent of the Reward will be withdrawn with priority in the case of the purchase of Rhuna products and services or top-up. Example: If the user has received a reward for the 2025 edition of the Untold Festival and has additionally loaded an amount of money into the Account Balance, when purchasing a product, the amount of the Reward will be used first, then the amount of money loaded.

4.23.5. Payment processing

1. The Untold platform uses Banca Transilvania's services to load the amounts of money into the Account Balance that are transformed into Rhuna.
2. Online payment with your personal or company card can be made in complete security. The cards accepted for payment are those issued under the VISA (Classic and Electron) and MASTERCARD logos (including Maestro, if they have a CVV2/CVC2 code).
3.  Payment is based on a secure online transaction processing system that provides privacy, security and simplicity in the purchase of products and services via the Internet. The processing of card data is done exclusively through the bank.
4. The Organizer is not responsible for any technical or system errors that may affect the operation of the Account.
5. The user is responsible for the security of access data to the personal account and for all activities carried out in his account. The organizer is not responsible for unauthorized use of the user's personal account.

IV.F. PROHIBITIONS

4.24. Products purchased from sources other than the Site and Contracting Partners are at the Product Buyer's own risk and may be invalid. Beware of fakes!

4.25. It is not recommended and strictly forbidden to sell or buy Products or services except through the official website or authorized sales platforms.

Failure to comply with these provisions will result in the cancellation of the products sold and the prohibition of access to the Festival by the responsible persons.

It is also strictly forbidden to transmit or post a unique series of subscriptions and/or order confirmations on social networks or other such websites (e.g. Facebook).

THE ORGANIZER CANNOT GUARANTEE THE VALIDITY OF ANY PRODUCTS THAT ARE NOT PURCHASED THROUGH THE SITE OR CONTRACTUAL PARTNERS. IF ANY FRAUD IS DISCOVERED, THE ORGANIZER RESERVES THE RIGHT TO CANCEL THAT PRODUCT AT ANY TIME (even if the owner of a fraudulent product was able to obtain an Order Confirmation or any other situations).

The Organizer reserves the right to resort to legal means to sanction those who will be found to carry out such activities, as well as to cancel the respective Products.

4.26. The Products may be used for commercial purposes, such as organizing promotional campaigns, offering permits as prizes for contests, etc., only with the prior written consent of the Organizer. Failure to comply with this obligation will lead to the cancellation of the Products used for commercial purposes and will oblige the responsible persons to repair the damage thus created. At the same time, the organization of promotional campaigns through the use of the Products, without the prior written consent of the Organizer, constitutes the violation of the intellectual property rights regarding the UNTOLD Brand.

V. CHECK-IN

5.1 In order to be allowed access to the Festival area, the holder of a valid Access Ticket has the obligation to check-in the purchased ticket. The buyer of a ticket has the possibility to check-in in two ways: online or on-site (at the location). 

5.2 Check-in can be done for a fee on-site (at the entrance to the Festival Perimeter) or free of charge under certain conditions provided for in these GTCs and exclusively online (on the www.untold.ae website  or through the UNTOLD application). 

5.3 On-site check-in (at the event venue) 

5.3.1 On-site check-in will be carried out by the Contractual Partners of the organizer, who use their own infrastructure and staff. 

5.3.1.1 !!! Attention: On-site check-in will be possible every day of the festival between 15:00 and 04:00 and will allow access to the festival, with a wristband, starting at 16:00 and until 05:00. 

5.3.2 Check-in on site will be done in all situations for a fee that is paid at the ticketing points where the bracelet will be issued based on the ticket. The on-site check-in fee is 37 EURO (AED 140) and is payable at the time the buyer presents the original ID. 

5.3.3 Caution!! The scanning of the identity document (identity card/passport) is done only partially, being collected only data consisting of: name, surname, gender, country/location of origin, date of birth, nationality, and photo on the identity document, without retaining the following data, such as: personal identification number, ID series and number or any other sensitive data. For more details regarding the personal data that is processed by Untold, please read our Privacy Policy.

5.3.4 If the Ticket holder does not wish to have his/her identity document scanned, an operator will record the data provided by the person concerned on the basis of the identity document presented in original on the spot. 

5.3.5 Each valid Ticket holder, who has checked in and presented himself at the entrance to the Festival Area, receives a Bracelet (the color of which is according to the type of Ticket Purchased) to which the data collected in the check-in process are attached. After completing the process of exchanging the Ticket for a Bracelet, the Bracelet will confer the rights and obligations provided for in the Ticket. 

5.3.6 UNTOLD will register the Visitor's Bracelet, during the entry procedure, provided that the Visitor validly check-in the Ticket. 

5.3.7 Wristbands are non-transferable. 

5.3.8 Visitors are obliged to wear the Bracelets, during their validity, on their wrist or, in exceptional and well-justified cases, in another visible place, provided that the Bracelet cannot be removed without being damaged. The Festival organizers can inspect the Bracelets at the entrance, at the exit and on the entire perimeter of the Festival, throughout the Festival Duration. 

5.3.9 The Visitor is fully responsible for any damage to or loss of the Bracelet. 

5.3.10 Damaged bracelets, which have been resealed or cut, whose closure system has been opened, those with a diameter greater than the wearer's wrist or which have been intervened in any way, are NOT valid, and the organizers reserve the right to retain such bracelets, to deny access to the festival and to complain about the situation to the competent authorities. 

5.3.11 UNTOLD will not replace damaged or lost wristbands except to the extent that the Participant can prove the purchase of the ticket linked to that wristband legally. Participants who cannot provide this proof lose their right to be in the Festival Area, being excluded from it. 

5.3.12 In case of loss, damage of any kind to the Bracelet, the Participant is obliged to purchase a new Ticket for that day if he/she wishes to remain within the perimeter of the Festival. 

5.3.13 If the bracelet appears to have been fraudulently damaged, the Organizer has the right, in addition to the rights provided for in art.5.3.9, to oblige the Participant to purchase a Day Ticket regardless of whether the Participant can prove the purchase of a ticket legally and regardless of whether or not he/she still wants to stay in the Festival Area. This right can be exercised at your discretion, and depending on the availability of tickets for that day. 

5.3.14 If, upon access to the Festival Area, the Ticket holder is suspected of illegally acquiring the Ticket, UNTOLD expressly reserves the right to require the Ticket holder to submit evidence (documents and/or certificates) verifying the legal acquisition or acquisition of the Ticket, as well as the right to assess whether they are valid and compliant,  and in the absence of a document refunding the purchase price and refusing the entry of that person into the Festival Area. 

5.4 Online Check-in

5.4.1 The Online Check-in process involves registering/assigning a valid ticket in an account created by the Participant, through the UNTOLD website or application and providing the personal data requested for this process. The online check-in process is free only during the first 30 days of purchasing the ticket, after which a fee of 26 EURO (100 AED) is charged. UNTOLD encourages all Buyers to check-in online at the time of ticket purchase in order to avoid paying additional fees and to ensure smooth access to the festival. The payment of the online check-in fee will be made through secure payment platforms. 

5.4.2 The 30 days free of charge for Online Check-in is calculated starting from the day on which the ticket was purchased. 

For example: if the customer purchased a subscription on 31.10, he/she has the possibility to check in online for free until 29.11 (inclusive). 

Online Check-In for Tickets Purchased Offline – Partners

5.4.3 The process to redeem the ticket purchased from the offline environment is done by entering the personal profile and entering the electronic code in the Redeem section. After activating the code, the holder will receive the ticket in the My Wallet section and by email. 

5.4.4. Check-In is free of charge during the first 30 days after the purchase of the ticket. After this period, the user must pay the fee of 26 EURO (100 AED) for each Check-In. The platform will automatically indicate how many days are left of the free period and the amount of the Check-In fee.

5.4.5 If, after claiming the ticket, the holder is no longer able to make it to the festival, he/she has the option to transfer the ticket to another person, subject to the provisions regarding Online Transfer and Check-In herein. 

Online check-in for tickets purchased online

5.4.6 To check-in online, the ticket holder must log in to the account from which he made the purchase and access the My Wallet/Purmoneu section where the purchased tickets will be displayed. The holder will have to select the ticket for which he is going to carry out his Online Check-in and follow the steps indicated.

5.4.7 The User can check-in free of charge within the first 30 days after the purchase of the ticket.

5.4.8 In the event that the User is no longer in the free period (the first 30 days after the purchase of the ticket), in order to carry out the Check-in, he/she will have to pay the equivalent of 26 EURO (100 AED). If a user has purchased more than one ticket, he will have to pay the fee for each ticket. 

5.4.9 After selecting the ticket, the user must upload a photo (except for minors) and fill in the following data: name, surname, phone number, e-mail, gender, date of birth, country, city, county.

5.4.10 Users who are not yet 18 years of age are required to download and complete the Parental Consent form. 

5.4.11 At the time of Online Check-in, the Visitor is solely responsible for the correctness of the data entered. The organizer has the right to verify on the spot whether the data entered by the visitor correspond to the data on the visitor's identity card. 

5.4.12 At the latest at the time of Online Check-in, the User acknowledges and agrees to the Terms and Conditions of the Festival, displayed on the website.

5.4.13 If the user has purchased more than one ticket and wishes to check in for the other tickets, he/she can do so by entering the data of the persons who will use the tickets for each ticket. The ticket group holder is directly and solely responsible for the correctness of the data entered and will take consent from each person for whom they check-in that they have read, understood and agree to the Untold Terms and Conditions and the Privacy Policy. 

VI. TICKET TRANSFER POLICY 

6.1. The transfer of a ticket implies the transmission of the product by its current holder to another person who will take over the rights and obligations arising from its use.

6.2. Once the holder chooses to transfer the ticket to another person, he/she accepts and assumes that he/she waives all rights he/she had over the ticket. 

6.3. Check-In is free of charge during the first 30 days after the purchase of the ticket. After this period, the user must pay the fee of 26 EURO (100 AED) for each online check-in.

6.4. The ticket transfer is made for a fee. The transfer costs are as follows:

• General Access 4-Day Pass - 16 EURO (60 AED)
• General Access 1 Day Ticket - 8 EURO (30 AED)
• VIP 4-Day Pass - 32 EURO (120 AED)
• VIP Day Ticket - 16 EURO (60 AED)
• General Access Invitation 4-Day Pass - 53 EURO (200 AED)
• General Access Invitation 1 Day Ticket - 32 EURO (120 AED)
• VIP Invitation 4-Day Pass - 68 EURO (260 AED)
• VIP Invitation Day Ticket - 37 EURO (140 AED)

6.5. The transfer is possible for tickets with or without Online Check-In.

1. Transfer for tickets without online check-in:

To make the transfer, the ticket holder must log in to his account and select the Transfer button, being then automatically directed to the form for filling in the information of the person to whom the transfer is made.

B. Transfer for tickets with online check-in:

To make the transfer, the ticket holder must log in to his account and delete the Check-In for free. After deletion, the holder will select the Transfer button and is directed to the form for filling in the information of the person to whom the transfer is made. 

6.6. In both situations, after the transfer has been made by the old holder, the new holder will have to follow all the steps for online check-in for the transferred ticket, free of charge or for a fee, in relation to the number of days from the time of purchasing the ticket. If the 30-day deadline from the purchase has been exceeded, the new ticket holder will pay the fee of 26 EURO (AED 100).

6.7. If the ticket holder has deleted the Check-In but no longer wishes to transfer the ticket, the provisions relating to a new Check-In remain valid.

6.8. In order to carry out the Ticket Transfer, the holder will have to fill in the data of the person who will receive the ticket (name, surname, telephone,). 

6.9 A ticket that has both Online Check In and Top Up Online made cannot be edited or transferred! 

6.10. The only mechanism for transferring a ticket from one holder to another authorized and recognized by the Organizer is through the official platform.  Photos of QR codes are not accepted!

6.11. Access to the event will be based on an identity document (identity card or passport) and the ticket with a valid QR/code.

6.12. For information and support, the user can send an email to [email protected]. 

VII. TOP UP ONLINE

7.1 Top Up Online is a service offered by the Festival to users, which allows them to load their festival ticket with money by online payment or by transferring from My Balance, and that amount will be transferred to the festival bracelet. This service is only available to users who have completed a valid Online Check-in.

7.2 Top Up Online can only be achieved from cards that have 3D Secure activated.

7.3. Pre-festival Online Top Up – for users who have completed the Online Check In

a) After the online check-in, the ticket becomes available in the Account Balance area and you will be able to make the Top Up by activating the "Top Up Details" button.

b) The user can select different top up options:

○      One-time transfer from the user's account: The selected amount that they want to upload to the bracelet is transferred only once.

○      Auto top up when the balance drops below a certain value: By activating the option, when the credit drops below a certain amount set by the user, the ticket in the account is automatically loaded with the set amount, taking money from the Account Balance or from the card, if Contull does not have enough funds.

c) The user will be transferred to a secure payment page, where they will have to enter their card details and 3D Secure verification code.

d) After the successful payment, the user will be able to view the total amount deposited on the ticket.

e) After completing the online Top-up, the amount of money on the bracelet will have to be activated at any of the merchants inside the Festival or at the Credit Points.

f) After activating the top up, the User can spend the money in the Festival, at any time, during the entire period of the Festival.

g) If the user has spent all their money, they can repeat the same steps described above to recharge their wristband or go to any charging point - Credit Point inside the festival.

VIII. REFUND - Return of the money left on the bracelet, at the end of the festival

8.1 The REFUND is the action by which a festival-goer recovers the money remaining on the bracelet, under the conditions detailed in these Regulations. 

8.2 The unused amounts on the RFID bracelet can be exchanged for money, through the process called REFUND, if all the conditions imposed by the Festival are met. 

8.3 In the event that the festival-goer has not withdrawn the unspent amounts from the bracelet or has not taken an action by which he requests the redirection in the Account Balance, the return to the card or the donation of the amount by the announced date, these amounts become the property of the Festival. 

8.4 The refund can be made in the following ways:

8.4.1 REFUND ON LOCATION

8.4.1.1 Refund of the amounts at any of the loading points on the festival perimeter, at any time during the festival period, but no later than the date announced by the Organizer. 

Any request that comes after the date and time expressly indicated will not be taken into account by the organizer. In this situation, the organizer cannot be held responsible for not returning the amount to the festival-goer, being the festival-goer's exclusive duty and obligation to respect the date and time by which he can make the request for the refund of the amounts left unused on the bracelet. If the festival-goer does not make the request within this period, he is solely responsible for the non-refund of the money, the organizer being without any fault. IN THIS REGARD, WE RECOMMEND FESTIVAL-GOERS TO REQUEST A REFUND AT THE LATEST WHEN THEY LEAVE THE FESTIVAL ON THEIR LAST DAY OF PARTICIPATION. 

8.4.1.2 The returned amount represents all the amount remaining in the RFID Bracelet's account (including those resulting from online transactions). 

8.4.1.3 In order to make the Refund, the festival-goer must wear the bracelet on his hand and make sure that it does not show signs of compromise (except for the cases agreed by the Festival and presented in these Regulations). 

8.4.1.4 If the Client has made the Top Up using a bank card, the maximum amount that he/she can withdraw in cash may not exceed 2000 LEI. 

8.4.1.5. For situations where the balance of the bracelet is greater than 2000 LEI, the customer will have to present to the HelpDesk the receipt issued by the bank POS, with proof of deposit of the amount. The client will fill in a refund request for this amount, which will be sent to the banking partner, no later than the date announced by the Organizer. It can take up to 14 business days for your refund to be processed. The amounts requested by filling in the form will be returned to the account from which the payment was initially made.

8.4.1.6. Holders of hardcover tickets can present themselves for a refund exclusively at the points at the location. 

8.4.2. ONLINE REFUND

8.4.2.1. The Online refund process is carried out through the user's account, in the Account Balance section. The festival-goer will click on the "Refund" button and will have the option to select one of the following actions regarding the amounts on the ticket:

1. Directing back to Account Balance. The amounts in the Account Balance can be used to load the ticket to a new event or to purchase products and services.
2. Donation of the amount to a cause supported by the Organizer.
3. Return of the amount to the card with which the load was made.

8.4.2.2. The online refund process refers to the return of amounts ONLY from online transactions. The return will be made by expressing an option but no later than the date announced by the Organizer, as indicated on the platform. Any request received after this date will not be considered.

8.4.2.3. In this situation, the organizer will not be held responsible for the non-refund of the amount, and it is the exclusive duty of the festival-goer to formulate the refund request within the deadline granted.

8.4.2.4. For the online return of unused amounts, a fee of 5 RON is charged – processing fee, automatically withdrawn from the festival account. Directing the amounts back to the Account Balance is free of charge. 

8.4.2.5. If a user has made the pre-festival Top Up and wants a refund before the start of the Festival, he/she will be able to do so only in exceptional situations, duly analyzed by the Organizer.

8.4.2.6. The Festival-goer is permanently displayed, within the account created by him/her, the amount of money he/she has left in total on his/her bracelet and which he/she can request through REFUND online.

8.5. REFUND order for the situation in which the top up was made with more than one bank card.

Each transaction is associated with a bank card. If two top-up transactions are made from two different cards, the money will be debited first from the first top-up card. For example, if 100 Ron is first loaded from one card and then 100 Ron from a different card, and 80 Ron is spent in the festival, the rest of the amount remaining in the bracelet account will be 120 RON. At REFUND, 20 RON will be refunded for the first transaction (the first card from which the online top up was made) and 100 RON on the second card, respectively for the second online transaction.

8.6. REFUND in the event that the festival-goer has made both the top up online, but also the top up at the location:

If there is still money unspent on the bracelet, the festival-goer will be able to get an online refund only in the amount of the transaction he made online. For example, if the online top-up of 50 RON is made, and the location also top-up of 150 RON, in the balance of the bracelet there will be 200 RON. If 70 RON is spent during the festival, a total of 130 RON will remain on the bracelet. From this amount, the festival-goer will be able to obtain an online REFUND of only 50 RON, and the rest of the money will be withdrawn at one of the loading points of the Festival, but no later than the date announced by the Organizer.

IX. GENERAL RULES OF ACCESS TO THE FESTIVAL

9.1. Entry to the Festival is possible only on the date, location of the Festival, exclusively for Participants.

9.2. Access to the Festival Area will be made depending on the type of Product purchased.

9.3. In order to reduce the crowding created in the access area, as well as the discomfort of the participants, two entrances per day to the festival will be allowed.

9.4. Participants are obliged to carry their identity document in addition to the Product. At the request of the security team or representatives of the Organizer or other competent authorities, the Participant has the obligation to present the access and identity documents.

9.5. In order to ensure the safe conduct of the Festival, Untold reserves the right to restrict the type of objectives and devices that can be brought into the Festival area. 

9.6. Therefore, it is forbidden to enter the Festival with the following objects: 

• Drugs or any kind of psychoactive substances;
• Bottles (including perfume bottles or deodorants);
• Flammable cosmetics (sun cream is allowed);
• Backpacks or purses larger than 29 cm x 21 cm x 12 cm;
• Bottles;
• Beverage cans;
• Canned;
• Fireworks; 
• Lasers;
• Sprays or corrosive/flammable substances, paints or containers with harmful or flammable substances;
• Banners supported by sticks;
• Chairs;
• Knives, weapons, blunt objects;
• Chains;
• Pyrotechnic articles, torches, smoke bombs;
• Food or drinks;
• Livestock;
• Umbrellas (in case of rain they will be used for capes);
• Flammable or explosive materials;
• Professional cameras or video cameras, including any type of DSLR camera or with detachable lenses;
• flags of any kind, symbols or any other national registrations related to the festival or other countries, except those of the United Arab Emirates (UAE);
• Any type of objects that may injure other Participants.
• Any offensive, racist, xenophobic, sexually discriminatory, religious, political or other illegal/prohibited materials, discriminatory propaganda messages;
• Devices that produce sound, electronically, mechanically or manually, such as megaphones or vuvuzelas, musical instruments;

This list is not exhaustive, as the organizer has the right to prohibit access to the festival to the extent that the object owned by the participant could endanger the safety of other participants or would pose a danger to the safe conduct of the event. 

Access is allowed with: 

• Compact cameras;
• Lighters;
• GoPro cameras;
• Selfie sticks (small in size and made of lightweight materials);
• External batteries.
• Lipsticks or lip balm;
• Beach cream;
• Non-flammable perfume or deodorant in containers smaller than 50ml.
• Bottles.

9.7. Access with prescription medicines, insulin, drops – medical use, asthma inhaler spray is allowed only if they are accompanied by a medical letter or any other document replacing it and in the maximum amount recommended daily. Please check the official website of the United Arab Emirates to search for medicines that can be brought to Dubai. If there is a medication you need to take, don't forget to have its prescription as well.

9.8. As a result of the very strict rules regarding prohibited objects, the persons responsible for the security and monitoring of the Festival will search each participant in detail, and any prohibited objects discovered following the check will be stopped at the gate, without the Organizer taking responsibility for them.

9.9. All Participants are advised to consult the list of prohibited objects and not to own such objects within the Festival.

9.10. Regarding lost objects, the Organizer will set up a special Lost & Found place where such objects can be brought and from which each owner can recover their lost goods.

9.11. The Organizer has the possibility, but not the obligation, to photograph the lost objects and to exhibit them on social networks, as the case may be, insofar as this action would not violate the legal norms on the protection of personal data.

9.12. After the first day after the end of the Festival, all objects that are not claimed will be handed over to their issuers (e.g.: identity card, birth certificate, etc. to the attention of the Police; bank cards to the attention of the issuing bank). Objects without an identifiable issuer, regardless of their value, will be donated to charity, as far as possible and depending on the nature of the objects.

9.13. The Organizer is not responsible for the property of the Participants or for any damage caused to them.

9.14. Entry by car, rollerblades, skateboards, bicycles, hoverboards and other similar goods is prohibited in the Festival Area.

9.15. For the convenience and safety of the participants, the Organizer reserves the right to temporarily stop access to certain areas, if it considers that the areas have reached the maximum authorized capacity.

9.16. Some areas of the site may be exposed to direct sunlight and/or heat. Each Participant must take appropriate care for their well-being, including adequate hydration and sun protection.

X. MINORS AND PERSONS WITH DISABILITIES

10.1. Participants under the age of sixteen (16) must meet the following:

• all persons over the age of (5 years) must have a valid ticket and identity document;
• download and carry with them, upon entry, the Parental Consent completed and signed by the parent or guardian or by an adult aged 21 or over;
• must be accompanied and supervised during the Festival, by the parent or guardian or by an adult aged 21 or over.

10.2. Participants between the ages of (16) and (18) must meet the following:

• have a valid ticket and an identity document;
• must download and have on entry the Parental Consent completed and signed by the parent or guardian or an adult aged 21 or over.

10.3. An adult is obliged to take responsibility for a minor and must complete and sign the "Parental Agreement" available at the untold.ae/parentalagreement, without which the minor will not be allowed to enter the Festival Area, regardless of whether he or she has an accompanying person.

10.4. The responsible person shall provide in the Parental Agreement the contact details at which he/she can be contacted in cases of emergency.

10.5. The organizer does not assume any responsibility regarding the verification of the signature, respectively of the way of signing the statements, these aspects remaining in the charge/responsibility of the persons who submit the statements.

10.6. All participants under the age of twenty-one (21) will receive wristbands of a different color, which will allow them to be easier to identify.

10.7. Each Product Purchaser acknowledges, at the time of purchase of the Product, that Participants under the age of twenty-one (21) may not be permitted to enter certain areas of the Festival, as determined or advised by UNTOLD, in its absolute discretion.

10.8. The parent/accompanying adult must also:

• to be in possession of a valid license for himself and for the minor over five (5) years of age;
• be responsible for the care, conduct and supervision of such minors at all times;
• at the request of the persons responsible for security and monitoring, as well as the representatives of the Organizer, to present documents attesting to the age of the minor and the Consent of the Parents.

10.9. The parent/accompanying adult hereby declares that he/she has consented to the minor's participation and/or participation in the Festival and accepts these GTCU for themselves and for the respective minor. The adult/parent assumes full responsibility for the minor.

10.10. The consumption of alcoholic beverages, cigarettes is forbidden to minors under twenty-one (21) years of age.

10.11. In some areas of the Festival, the access of minors under 21 years of age is strictly forbidden (e.g. VIP area).

10.12. Due to the very loud noise produced during the Festival, the Organizer does not recommend the presence of children under 7 years old at the Festival.

10.13. Minors under 4 years of age must wear earphones.

10.14. The Organizer will not be held responsible for any incident or accident involving minors or people with disabilities. The entire responsibility for these lies with the minors/persons with disabilities and/or their parents/legal representative or caregiver.

10.15. The organizer draws the attention of the parents/legal representative or persons exercising parental authority to the fact that they have the obligation to supervise the minor and will be held responsible for any damage resulting from the failure to comply with this obligation.

XI. BEHAVIOR IN THE FESTIVAL

11.1. In the Festival Areas, the Participants have the obligation to refrain from all actions, or behaviors that may endanger the life, health or physical integrity of other persons or that may violate their personal rights.

11.2. Participants must behave in a manner appropriate to the culture of the country where it takes place. Any form of economic, commercial or advertising activity in the Festival Area – including in the area in front of the Festival gates – is prohibited without the prior written consent of Untold.

11.3. The sale of alcoholic beverages must comply with the provisions of the law, so such beverages may not be offered or purchased to minors under the age of 21 by any Participant or by any vendor within the Festival.

11.4. Smoking areas will be set up inside the festival. Smoking in any other area is prohibited.

11.5. The use of substances qualified as drugs is prohibited in the Festival area and is punishable according to the law. The organizer reserves the right to cut and deactivate the bracelet of the participant who violates this provision, to remove him from the Festival premises and to no longer allow his access, requesting the intervention of the competent authorities.

11.6. UNTOLD reserves the right to introduce within the Festival a system in which alcohol can be offered to participants only if they present a certification or document attesting to the right to consume alcohol (e.g. identity card attesting to its age).

11.7. Any demonstration of any kind, including related to the Festival organized by UNTOLD, regardless of the number of participants, is prohibited, unless Untold has given its prior written consent to do so.

11.8. Any form of economic, commercial or advertising activity in the Festival Area – including in the area in front of the Festival gates – is prohibited without the prior written permission of UNTOLD. If the Organizers find that such activities are taking place within the festival perimeter, they reserve the right to remove the persons concerned and prohibit their access to the festival. 

XII. VIDEO SURVEILLANCE AND PROCESSING OF PERSONAL DATA

12.1. For security reasons, the Festival Area is monitored with video cameras of the location by Untold's Contracting Partners. By purchasing a Product and participating in this Festival, the Participant explicitly consents to this processing of personal data taken over by the surveillance cameras in the Festival Area.

12.2. The categories of personal data processed, the means, the purposes of the processing, as well as the entire UNTOLD policy on the processing of personal data can be found in the Privacy and Cookie Policy available on www.untold.ae in the Privacy Policy section. 

XIII. GOODS AND METHOD OF PAYMENT

13.1. In the Festival Area there will be points from which the Participants can purchase Goods made available by the Organizer.

13.2. The bracelet received at the entrance to the Festival Area will have an integrated payment system (with a multifunctional voucher), with which the Participant can purchase the Goods available within the Festival. Cash payments are strictly prohibited, except in the areas of Credit Points previously established by the Organizer. In the Festival Area, participants have the obligation to use only the payment methods and instruments established by the Organizer.

13.3. The procedure regarding transactions in the electronic system during the Festival is as follows:

a. Upon entering the Festival Area, after obtaining the Bracelet, it is recommended that each Participant go to one of the Credit Points installed inside the Festival to load their Bracelet with credit points.

b. The bracelet will be the only payment method within the Festival.

c. The conversion for this MPV (Multifunctional Voucher) is AED 1 = 1 credit point.

d. For each top-up, the Organizer has the possibility, but not the obligation, to hand over to the Participant a proof for the amount deposited on the Bracelet.

is. Damaged Wristbands can be deactivated and replaced with other Wristbands at the Help Desk – Credit Point, located in the Festival Area throughout the Festival.

f. After obtaining a new bracelet from the Help Desk – Credit Point, the amount held by the Participant on the damaged bracelet will be transferred to the new bracelet.

g. Participants have the opportunity to charge their bracelet as many times as they want

h. The participant has the right and the possibility to check the amount available on the Bracelet at any Contractual Partner in the Festival Area or at any Credit point.

i. The bracelet can be charged/recharged either with cash or by bank card.

j. At the first payment made with the bank card, the 3D Secure security code will be requested. If the first payment is authorized, subsequent payments can be made without the 3D Secure security code.

13.4. The issuance of a tax receipt and/or an invoice for the purchased Goods is the responsibility of the merchants, our Contractual Partners. If a Participant wants a tax invoice for the Goods purchased during the Festival, he/she has the obligation to keep all tax receipts from each trader (Contractual Partner) in order to then request the subsequent tax invoice from the respective Contracting Partners.

13.5. Procedure for purchasing goods from traders (contractual partners):

a. The participant chooses the desired Goods and then the respective Contracting Partner checks the loan amount in the POS.

b. Each Participant has the obligation to verify the amount entered by the Contracting Partner in the POS and after verification, the Participant will touch the chip on the POS Bracelet to make the payment.

c. The Contracting Partners will issue tax receipts to the Participants (at the request of the Participant).

XIV. HEALTH AND SAFETY

14.1. Considering the size of the Festival, the Organizer will take appropriate measures so that the Participant is informed about the prevention and protection measures and activities in the Festival Area.

14.2. All persons present at the Festival must behave in a civilized manner towards the other Festival Participants.

14.3. To the extent that the Organizer considers that a Participant endangers the safety of the other Participants or creates a situation of discomfort for them, the Organizer has the right to remove the Participant's bracelet and request the assistance of the Police to escort him out of the Festival and not allow him to be present back in the Festival.

14.4. The Participant voluntarily assumes all risks and dangers related to attendance at the Festival, whether occurring before, during or after the Festival itself, including but not limited to any accident, death, personal injury, war, loss or damage to person or personal property. The organizers will not be responsible for such incidents occurring during the Festival.

14.5. Participants acknowledge the potential risk of contracting COVID-19 (or similar). The organizers will not guarantee that the Festival area is or will remain entirely free of COVID-19 (or similar). Participants take full responsibility for any loss or damage suffered in connection with COVID-19 (or similar).

XV. RECORDINGS MADE DURING THE FESTIVAL

15.1 By purchasing a Product and by attending the Festival, the Product Buyer agrees to be photographed, filmed or recorded by the Organizer, the venue management or any third party operating on behalf of the Organizer within the Festival or in the immediate vicinity of the entrance to the venue. In addition, by purchasing a Product, the Product Buyer agrees to photos, video or audio recordings with you. at the Festival or in the immediate vicinity of the entrance to the venue ("Recorded Material") made by the Organiser, the venue management or any third party operating on behalf of the Organiser. You hereby agree that the Organizer, the venue management, or any third party operating on behalf of the Organizer may use the Recorded Material in any manner it deems appropriate, without restriction, approval, or reward thereof.

15.2. The Organizer owns the image rights over the entire Festival and may use the photo and video images taken both by its own staff and by the participants, in various materials made during the Festival.

15.3. Participants acknowledge that Untold, its Contracted Partners authorized by Untold, associates, members of the press, other visitors and other third parties may produce audio recordings and images of the Festival. Therefore, the Participants, by purchasing a Product and by virtue of their participation in the Festival, grant the Organizer permission to register and publish their image, appearance and actions according to Article 13.1.

15.4. Participants expressly acknowledge that Untold may:

i. record the Festival, concerts and any programs within the Festival

ii. copy the recordings and distribute them on image-bearing media, broadcasting them at any time or otherwise making them public, and may do so repeatedly, including by informing the public about the Festival, concerts and programs, by cable data transmission or by any other means (i.e. through YouTube), so that members of the public can individually choose the place and time of access.

15.5. Visitors are not entitled, within the limits of the legal provisions, to make claims against UNTOLD regarding the recordings and their publication as described above.

15.6. Visitors may not, without the prior consent of UNTOLD, sell, use for commercial purposes, use for free, identify Visitors appearing in the respective records without their consent or infringe the personal rights of other Visitors.

15.7. The Organizer reserves the right to designate areas/locations where photography/filming is prohibited. In case of non-compliance, the Organizer has the right to delete the respective recordings.

XVI. LIMITATION OF LIABILITY AND FORCE MAJEURE

16.1. Untold does not provide any guarantee regarding the possibility of entering the Festival at the desired time or the possibility of attending the concert at the previously announced time and explicitly excludes the refund of the price of the Product, the granting of an additional discount or the payment of any damages or compensation as a result of these facts.

16.2. Untold reserves the right to modify, restructure and further develop the Festival, the Services and Products offered within the Festival, at its option. Participants are not entitled to any claim against Untold with regard to these changes, restructurings or further developments. However, Untold will make every effort to provide the communicated programs and Services and, if their offering becomes impossible, to replace the canceled program or previously communicated Service with another program or Service.

16.3. Untold is under no obligation to cancel the Festival in case of bad weather, however, if the authorities request the suspension or closure of the Festival due to unforeseeable reasons or circumstances or force majeure, the Festival or part of it may be cancelled/suspended, and the Organizer cannot be held responsible for such closure/suspension.

16.4. Therefore, UNTOLD will not guarantee to the Visitor the availability, content, quality and quantity of the programs and Services (such as the evolution or appearance on stage of a particular artist, the fact that the evolution of a particular artist will live up to the Visitor's expectations, or the opportunity to participate in a certain artistic program and/or at a certain location). These elements can take shape depending on the special characteristics of the location, the extraordinary situations that have occurred and the equipment present within them (such as the number of seats in a certain location). 

16.5. The value of the purchased Product will not be refunded in case of cancellation or postponement of the Festival by the Organizer due to force majeure or unforeseeable circumstances.

16.6. Changing the location in the same geographical area is not a reason for any refund of the price of the Product. The festival dates may be unilaterally modified by the Organizer in case of unforeseeable circumstances and force majeure without any obligation to refund the price of the Product to the Product Buyer.

16.7. In the event of the death of the Product Purchaser, the Event Organizer will refund the equivalent value of the Product paid provided that the applicant presents the supporting documents proving the event (e.g. death certificate).

16.8. Participants expressly acknowledge that they may also purchase Goods in connection with the Festival, which are offered by other Contracting Partners. In such cases, the contract is concluded directly between the Participant and the Contracting Partner, and the rights and obligations arising from the legal relationship apply exclusively to the Participant and the Contracting Partner.

16.9. Untold does not assume responsibility for damages resulting from/or in connection with the purchase or use of the Services and Products provided by the Contractual Partners or for damages of any nature suffered by visitors as a result of participation in artistic moments or subsidiary activities within the festival.

16.10. Participants will enter the Festival exclusively at their own risk, being responsible for damages suffered by them or caused to other participants within the Festival. Untold will only be liable if the respective damages are caused exclusively by Untold and could not have been avoided by the Participant by taking due diligence in this regard.

16.11. Untold is not responsible for any damages that may occur outside the Festival Area or on the way to or from the Festival Area, as Untold can be held solely responsible for damages occurring in the Festival Area, if the conditions set out in this T&C are met.

16.12. Untold has the right to terminate with immediate effect the legal relationship with the participant (who holds a Ticket or bracelet) who has violated any provision of this GTC in relation to the Festival. In such a case, UNTOLD may cancel the participant's pass or remove his bracelet, and the participant will be forced to leave the Festival.

16.13. The Participant agrees to be given such medical treatment as may be deemed advisable in the event of an injury, accident or illness during the Festival and completely releases Untold and all persons involved or providing such medical treatment from any liability for any such actions. In the Festival Area, first aid and medical services will be provided continuously. Untold is not responsible for how these services are provided.

16.14. During the Festival, there will be various high-intensity light shows and pyrotechnic effects that can harm children or epileptic people.

16.15. Participants with mental or physical illnesses and those who may be affected in any way by loud noises, special visual effects, crowded areas, special sound effects or the like, will be fully liable for any damages they may suffer.

16.16. Participants take full responsibility for their physical/mental ability to participate in various activities within the Festival.

IMPORTANT! We recommend that you undergo specialist medical check-ups before participating in activities that require a high level of effort.

16.17. The Organizer shall not be liable for sales of Products, except for the declared price of the Product and associated service charges. By agreeing to GTC and purchasing a Product for the Festival, the Product Buyer acknowledges and agrees to limit the Organizer's liability to the value of the Product purchased in accordance with this clause and not to make the Organizer liable for any incidents beyond the liabilities expressly defined herein. The Product Buyer thus waives all claims against the Organizer regarding the Festival or the purchase of Products at the risk, the sole responsibility being the Product Buyer.

XVII. SITE SERVICE

17.1. Untold shall have no liability of any kind for:

a. any damages (direct or indirect) resulting from the use or inability to use the information presented on the Site in connection with the Festival;

b. any content errors or omissions that may cause damage.

17.2. Untold may, without any prior notice, delete, amend or add any information on the Site, suspend any activity on the Site, and if there are references to other sites, Untold does not warrant and/or confirm in any way the information that can be found on such sites.

17.3 Untold is also not responsible for comments posted by users on the Site. Responsibility for any information, data, text, photographs, graphics, etc. on the Site is held by the person/entity from which they originate. Under these conditions, Untold cannot guarantee the content of the Site, including, without limitation, truncated, incomplete or erroneous information or any consequences of its use.

17.4 Untold makes no warranty that the Site will operate uninterrupted, securely, and error-free. The Site may be discontinued by its owner or administrators at any time without prior notice, and no claim may be raised by its users.

17.5. If you are under the age of 21, you are considered a minor (Children) and therefore you should ask your parent or guardian before using the Website.

By submitting information and/or using our Site, you confirm that you are over the age of 21 or that you have received consent from your parent or guardian.

XVIII. INTELLECTUAL PROPERTY RIGHTS

18.1. Everything posted on the Website, as well as on various types of media in the Festival Area, such as, but not limited to, images, texts, graphics, symbols, logos, databases, etc. shall be the property of Untold and/or the Contractual Partner. All of the above fall within the scope of intellectual property laws.

18.2. Participants and third parties may not use, copy, distribute, publish or incorporate into other documents or materials such markings/information in any form for the purpose of generating revenue without the express prior written permission of Untold and/or its Contracted Partners.

18.3. The images, logos, texts of Untold's Contracted Partners belong to them and are reproduced on the Site or in the Festival Area with their approval.

18.4. Untold will endeavour to identify unaddressed messages received on the Website, by recreating the direct link to the source or by mentioning the persons listed on this Website, but cannot always guarantee the existence of the reproduced source.

XIX. PROVISION OF INFORMATION/ATTEMPTED FRAUD

19.1. In order to use the Site, users agree to provide accurate information about themselves as specified in the user registration section and agree to provide such information correctly and completely.

19.2. Any attempt to provide false information, access the personal data of another user, modify the content of the Site or affect the performance of the server hosting the Site will be considered an attempt to defraud Untold's systems and will result in the immediate blocking of the Site. user access. Untold also reserves the right to inform the competent authorities about this attempt.

XX. PROMOTIONAL OFFERS, TABLES AND CONTESTS

20.1. Untold, at its discretion, will establish the conditions for carrying out promotions on the Site, under the conditions of the law. Promotions, sweepstakes, and contests will run for a limited time and will automatically expire on the date indicated for each promotion, sweepstakes, or competition.

20.2. Any promotion, sweepstakes, or contest may be interrupted or cancelled at any time without prior notice. However, all participants will be notified of the interruption or cancellation.

XXI. CONFLICT

21.1. This GTC shall be construed in accordance with and governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. Any disputes arising under these Rules shall be referred exclusively to arbitration by a single arbitrator in English, in accordance with the rules of the Dubai International Arbitration Centre, located in Dubai, United Arab Emirates.

XXII. MISCELLANEOUS PROVISIONS

22.1 These CTCs represent the Contract between the Product Buyer/Participant/Third Party and the Organizer.

22.2. The names of the chapters and subheadings are for reference only and should not be taken into account when interpreting or constructing these GTCs.

22.3. In the event that any of the clauses of these GTC are declared null and void, the rest of the clauses will continue to produce their effects, and the clause declared null or unenforceable will be replaced by a new clause that reflects as much as possible the will of the Organizer.

The "General Terms and Conditions – UNTOLD DUBAI FESTIVAL" was updated on March 25, 2025 regarding aspects related to the organization of the 2025 edition of the Festival.