The purpose of these general terms and conditions of sale is to define the rights and obligations of the different parties in connection with the sale of tickets and services by the Lyon Opera. They apply to the sale of any ticket (show, tour, etc.) or service (dinner, parking, etc.) purchased directly from the Lyon Opera.
Article 1 - Acceptance of the general terms and conditions of sale and internal regulations
1.1 General conditions of sale and internal regulations
The validation of an order by the buyer implies unreserved acceptance of the present general conditions of sale. The Lyon Opera reserves the right to adapt or modify these general conditions at any time. In the event of such modification, the general terms and conditions of sale in force on the day the order is placed apply, the reference version being the one available on www.opera-lyon.com.
Customers and visitors to the Lyon Opera are obliged to respect the internal regulations in force at the Lyon Opera and at off-site venues when a performance is hosted elsewhere. The Lyon Opera's internal regulations are displayed in the opera house and can be consulted on the website www.opera-lyon.com. Any failure to comply with the internal regulations may result in the exclusion of the customer/visitor with no seat or performance refund.
1.2 Access for young audience members
Children under the age of 3 are not allowed in the auditorium during performances (article n°198 of the Order of the Préfecture de Police de Paris of Jan. 1, 1927). Furthermore, at the opera house, for safety reasons related to the building:
• on the 5th- and 6th-floor balconies, children under 12 years of age must be accompanied by an adult
• the Ballet’s Grand Studio only admits children aged 5 and upwards
Article 2 - Ticket purchase and collection
2.1. How to buy tickets
Tickets and services may be purchased from the Lyon Opera exclusively through the following channels:
1/ Over the internet at https://billetterie.opera-lyon.com. Any order placed on the internet will result in the automatic sending of an order confirmation. If the buyer does not receive this email, he/she should contact the sales department on 04 69 85 54 54 or email@example.com, specifying his/her surname, first name, email address, the date and the amount of his/her order.
In accordance with articles L 121-17 and L 121-21-8 of France’s Consumer Code, the right of withdrawal cannot be exercised for the online purchase of tickets. On the online ticketing service, all the customer's personal information is fully protected and encrypted before being transmitted to the processing centre. The buyer's bank account is debited with the amount of the order as soon as the transaction is accepted by the payment centre. For all payments made via the online ticketing service, the Lyon Opera uses a secure online payment system that encrypts the buyer's bank card number. The data recorded by the Lyon Opera on its payment platform (Ogone) constitutes proof of all commercial transactions between the Lyon Opera and its customers.
2/ By telephone on +33 (0)4 69 85 54 54 From Tuesday to Saturday and on Mondays when there are performances, from 12:00 p.m. to 7:00 p.m., except on public holidays and during exceptional closures as communicated by the Lyon Opera. In accordance with articles L 121-17 and L 121-21-8 of the French Consumer Code, the right of withdrawal cannot be exercised for the purchase of tickets for shows by telephone.
3/ At the Lyon Opera box office - Place de la Comédie - 69001 Lyon from Tuesday to Saturday and on Mondays when there are performances, from 12:00 p.m. to 7:00 p.m., except on public holidays and during exceptional closures as communicated by the Lyon Opera. The hour before a performance is reserved for the sale of any remaining tickets for that performance.
4/ By post for season-ticket and box-office forms. By sending or delivering the duly completed forms for the current season to: Opéra de Lyon - Service commercial - Place de la Comédie - 69001 Lyon. Forms are processed by order of arrival and must be postmarked no later than 10 days before the performance date. Any form that is incomplete, incorrectly filled in, unsigned or not accompanied by payment cannot be processed.
All orders must be confirmed by an immediate payment, which will settle the amount of the order in one go or by instalments when paying by direct debit. An order whose payment is refused will not be confirmed and will be cancelled by right. The buyer is requested to check the order confirmation as well as the title, date, time and price of the ticket as soon as it is delivered, as subsequent claims will not be admissible.
2.2 Payment methods
The following methods of payment are accepted by the Lyon Opera.
• Credit card: Visa, MasterCard, American Express.
• Cash (euros only)
• French cheque (in euros only) made out to “Opéra de Lyon”
• By direct debit, for a minimum of €100, for all orders placed between May 2022 and March 2023. Payment in 1, 2 or 3 instalments (except on the internet, where payment is only allowed in 3 instalments). A payment schedule is communicated to the customer at the time of the order (debit every 5th of the month, from October 2022)
• Valid Lyon Opera Gift Card (see article 5.4)
• Holiday vouchers - ANCV
• Groupe Up Culture Vouchers
• Student Culture Pass - Grand Lyon programme
• Pass Région - Auvergne-Rhône-Alpes region programme
• Champ Libre vouchers - Lumière Lyon 2 University programme
• Pass Culture - Ministry of Culture programme for young people aged 15 to 18
The payment methods available differ according to the type of ticket purchased. All payment methods are accepted at the box office. Over the telephone and internet, only payment by bank card (excluding AMEX), gift card and Lyon Opera credit is accepted. Over the internet, direct debit in 3 instalments is also available.
2.3 Ticket Availability
• Electronic ticket: E-ticket (ticket downloadable in PDF format for printing) or M-ticket (format adapted for presentation on mobile phones, without printing).
The E-ticket can be retrieved in two ways: via the order confirmation email which contains a link to download the tickets, or via the personal space on the online ticketing service in the "Tickets" section.
The E-ticket must be printed on white A4 paper, blank on both sides, without changing the print size, in portrait (vertical) format with a laser or inkjet printer. Good print quality is required. Partially printed, soiled, damaged or illegible tickets will not be accepted and will be considered invalid.
The M-ticket can be generated on any electronic medium. It must be presented on a smartphone or tablet when entering the theatre.
When you arrive at the Lyon Opera, your ticket will be recognised electronically by reading the barcode. Only the first person to present the ticket will be admitted to the event. This person is presumed to be the legitimate ticket holder. Keep your ticket carefully, as no claim can be made against the Lyon Opera for illegal reproduction, even if it was made without your knowledge.
• Collection from the box office: the "collection from the box office" option implies that tickets will be available at the Lyon Opera box office.
These tickets can be collected by the buyer, on presentation of proof of identity, during box-office opening hours or at outside performance venues (one hour before the performance).
• Sending tickets by post. The cost of sending tickets by post is €3 for regular mail and €6 for recorded delivery. The Lyon Opera declines all responsibility in the event of non-receipt of a letter sent by post.
Article 3 - Exchanges or refunds at the customer’s request
3.1 - Exchanging tickets
Tickets may be exchanged up to 24 hours before the performance, subject to availability. Exchanges are accepted for an amount greater than or equal to the original price, excluding shipping costs, with payment of the difference and the exchange fee. In the case of an exchange for an amount less than the initial order, the difference will not be refunded. The exchange fee (€3 per ticket) has been waived for the 2022/2023 season. The exchange request can be made at the box office, by phone, or at firstname.lastname@example.org when the box office is closed.
3.2. Refunds and resale of tickets
Tickets are not refundable. Furthermore, tickets may not be resold at a price higher than that shown on the ticket (law of 27/07/1919).
Article 4 - Duplicates
If a ticket is lost or forgotten, the Lyon Opera may issue a duplicate upon presentation of proof of identity and provided that the ticket has not already been used by a third party. No duplicate will be issued in advance by the Lyon Opera. Duplicates may only be issued at the box office one hour before the start of the performance.
Article 5 - Commercial policy
5.1. Pricing policy
The Lyon Opera reserves the right to modify the categories of seats and the prices of performances at any time. However, these changes will have no effect on the price of tickets already purchased. Prices are invoiced based on the price in force at the time of the order.
55.2. Discount tickets
Discount rates are available for: young people up to the age of 28, job seekers, those receiving minimum social benefits, those with a CAF quotient <900, holders of a disability or mobility inclusion card and their companions upon presentation of the necessary valid documents when purchasing the tickets and/or entering the auditorium. Job seekers, those who receive minimum social benefits and those with a CAF quotient <900 must present proof of name and identity that is less than three months old. Any request for a discount must be made at the time of purchase. No change of tariff can be made after the purchase. If valid proof of identity cannot be presented, the amount equivalent to the difference between the reduced rate and the full rate must be paid to gain access to the theatre. DIscount rates are offered within a quota defined by the Lyon Opera. When this quota is reached, seats may still be purchased at the full price.
5.3. Carte blanche
Worth €30, this non-transferable card is valid for one year from the date of purchase. The card entitles the holder to two seats - one of which is in his/her name - at a preferential rate of 15% off the full price for all ticket categories for all events programmed by the Lyon Opera (excluding Gala evenings and €10 seats).
5.4. Gift cards
The Lyon Opera gift card, for any amount from €20, is valid for two years from the date of purchase. The gift card is a means of payment available in physical form (recorded delivery for €6 or collection at the box office) or virtual form (print at home option).
It can be used at the Lyon Opera box office, by telephone, and on the Lyon Opera online ticketing service. The credit available on the gift card can be used in one or more instalments, within the limit of the amount credited. A payment by gift card may be completed by another method of payment. The gift card cannot be refunded, even partially. It will not be exchanged or reimbursed, particularly in the event of loss, theft or damage. A gift card whose expiry date has passed cannot be refunded, exchanged or extended.
Article 6 - Programming
6.1. Programme changes
As the programme is established a long time in advance, it may be subject to modification (change of date, time, venue, cast). In the case of a change of date or venue, alternative dates or a refund will be offered.
6.2. Postponement or cancellation of a performance
If the date of a performance is changed by the Lyon Opera, those tickets are automatically valid for the replacement date. In the event of a cancellation of the performance by the Opera, any refund request must be made to the Opera within a period of three months, on pain of foreclosure, or to the retailer, according to its conditions of sale; it is understood to exclude postage and compensation of any kind, on presentation of the ticket(s).
Article 7 - Access conditions
7.1. Access and seating arrangements
Performances and tours begin at the time indicated on the ticket. After this time, access and initial seating cannot be guaranteed. Latecomers will be seated as best we can during breaks and will be able to move to their allocated seats during the interval. Late arrivals are not entitled to a ticket exchange or refund. No re-seating is permitted without the agreement of the theatre staff. For technical or security reasons, the Lyon Opera reserves the right to modify customers’ seating arrangements, provided that the seat offered corresponds to a category equal to or greater than the one chosen by the customer at the time of purchase. No refund or exchange of tickets will be made in this case.
7.2. Standing room
Tickets marked "standing room only" go on sale in the hour before the performance, provided that all the seats have been sold and at the Lyon Opera’s discretion. They do not give access to a seat.
Prices take into account visibility of the stage and the surtitling or subtitling screens. An alert will be displayed on the online ticketing system when purchasing tickets with reduced visibility, and a specific mention will be made on the tickets concerned (excluding M-tickets). No compensation will be offered in this respect.
7.4. Reception of spectators with disabilities
Dedicated wheelchair spaces are available in the Parterre of the main auditorium (Grande Salle) and in the Amphi. They can be booked via the ticketing service (by telephone or at the box office), subject to availability.
The Lyon Opera offers several measures to promote accessibility for all: dedicated spaces in the auditorium, hearing assistance, magnetic loop system, etc. You can find all of these proposals on the Internet: https://www.opera-lyon.com/informations-pratiques/accessibilite
Article 8 - Personal data protection
The Lyon Opera has a personal data protection charter (click here). This charter is a single document relating to personal data held by the Lyon Opera, and explains in a simple, clear and precise manner how the Lyon Opera processes that data. It also allows you to better understand what information and personal data we collect. Our cookies policy is also included in this charter. You can exercise your rights to access, modify or delete your data either through:
• your personal account in our online ticketing service in the Profile and Payment Method section
• by post, accompanied by a copy of any identity document, addressed to the DPO Service, Délégué de la protection des données à caractère personnel at: Place de la Comédie - 69 001 Lyon
• or by email: email@example.com, specifying the data you wish to modify and/or delete.
Article 9 - Liability and disputes
The Lyon Opera has sole responsibility for the content of its offering and the commitments it makes. It alone is authorised to deal with any complaint or dispute relating to products sold or services provided. If the dispute concerns payment transactions, the bank or the third party in charge of the payment system - Ogone - may be consulted.
Any audience member who has purchased tickets from one of our partners (FNAC, Ticketmaster, Digitick, Music et Opéra, any other reseller or third party, etc.) may not, under any circumstances, take advantage of the failure of the said partner to fulfil its obligations towards the Lyon Opera. Resellers may apply specific general sales conditions, and the Opera cannot be held responsible for their commercial policy.
The Lyon Opera's address for service is its registered headquarters. In the event of a dispute concerning the execution of a sales contract or payment, jurisdiction is given to the competent courts in Lyon.
Entry to the opera house and/or possession of a ticket implies full acceptance of the Lyon Opera's internal regulations, which are displayed in the entrance hall and can be consulted on www.opera-lyon.com. Any person who does not respect these rules may be refused access.
Access to the Lyon Opera is subject to the completion of security checks. Entry is also conditional upon proper attire and behaviour. Any advertising or marketing within the opera house and the Peristyle must be authorised in advance by the opera house management. To enter the auditorium, the customer or visitor must have a ticket - the exception being for events marked as "free admission". Children under the age of 3 are not allowed in the auditoriums during performances in accordance with article n°198 of the Order of the Préfecture de Police de Paris of Jan. 1, 1927. In addition, at the Lyon Opera, children under 5 years of age are not allowed access to the Grande Salle for safety reasons, apart from in exceptional cases (expressly mentioned in the season programme). Parents are asked to provide proof of age when purchasing a ticket and when entering the theatre. Any failure to comply with the internal regulations may result in the exclusion of the customer/visitor without the latter being able to claim reimbursement of his/her seat or the service for which he/she had purchased a ticket. Children under the age of 12, unaccompanied by an adult, are not allowed on the 5th- and 6th-floor balconies. Access to free performances is subject to availability. The capacity of the auditoriums is determined by safety regulations. No seat reservations can be made for these shows, or for "open seating" shows. Access to the auditorium begins, in principle, 30 minutes before the start of the performance.
Conditions of access and placement in the room After the time indicated on the ticket, seating is no longer guaranteed; latecomers will be seated as best we can during breaks and will be able to move to their allocated seats during the interval. No re-seating is permitted without the agreement of the theatre staff. For technical or security reasons, the Lyon Opera reserves the right to modify customers’ seating arrangements, provided that the seat offered corresponds to a category equal to or greater than the one chosen by the customer at the time of purchase. No refund or exchange of tickets will be made in this case.
The toilets are reserved for customers. Any exit from the theatre during the performance is final.
Access to the auditorium is only allowed during the interval. The doors of the opera house close when the performance begins and remain closed for the duration. Any exit from the building, including during the interval, is final. Any exit from the opera house without a ticket is also final.
If it is necessary to evacuate the building, this will be carried out in an orderly and disciplined manner under the guidance of the security and theatre staff, in accordance with the instructions received. In the event of disturbances, strikes and any situation likely to compromise the safety of persons or property, the opera house may be fully or partly closed.
Animals, with the exception of guide dogs for the visually impaired, are not allowed in the opera house.
The cloakroom is always manned and free of charge. Bulky or dangerous objects, cameras, and any filming, sound recording or audiovisual equipment are not allowed in the main auditorium and must be left in the cloakroom. Cushions are available free of charge to the public in exchange for an ID card, which is returned at the end of the performance. In the Amphitheatre, personal items (clothes, bags, etc.) are their owner’s responsibility.
BEHAVIOUR IN THE THEATRE
It is forbidden to hang clothes, bags or any other object on the balcony railings. The use of mobile phones is forbidden during the performance and they should be set to silent mode. It is forbidden to bring any food or drink into the main auditorium.
No sound, photo or video recording, on any medium whatsoever, is permitted during the performance, unless expressly authorised by the Lyon Opera management. Offenders will be asked to hand in their equipment to the opera house staff, who will return it to them on their way out. The Opera's management may request that the digital files or film be destroyed. Customers are informed that in the event of filming or photography of a public event such as an "Open Day", their image may be included.
HYGIENE AND SECURITY
Some of the Lyon Opera's public areas are equipped with a video surveillance system for personal and property security. Visitors may exercise their right of access to images concerning them. For further information, please email firstname.lastname@example.org . The Lyon Opera is a non-smoking establishment in accordance with Decree No. 92 478 of May 29, 1992; smoking is prohibited in the opera house, except in the Peristyle area. It is forbidden for customers and visitors, under penalty of having to leave the establishment to disregard any barriers intended to contain the public, and, except in the case of incidents, to use the emergency exits; to bring in any object or substance presenting a danger (matches, firework lighters, firecrackers, flares, distress rockets, dummy guns, firelighters, tear gas, camping stoves, gas bottles, toxic, infectious and radioactive materials, chemical products, flammable liquids, knives and firearms, electronic cigarettes and their spare batteries) to interfere with the smooth running of events and visits.
Customers must respect safety instructions and behave in a respectful manner towards staff and other audience members (by their words, dress and behaviour).
BARS AND RESTAURANT The Lyon Opera has its own catering services and does not allow customers to bring in drinks or food purchased outside the venue. The sale of alcoholic beverages takes place under a category II licence, known as a "fermented beverages licence", which authorises the sale of beverages from the first and second groups as outlined in article 3321-1 of the public health code. It is forbidden to sell alcohol to minors.
Visits to the theatre are conducted by authorised personnel. Group visits, which take place during rehearsals, must not cause any inconvenience to the artists, contractors and technicians and in general must not interfere with the smooth running of the opera. Prior registration is required.
CONDITIONS OF SALE
CHANGES TO THE PROGRAMME
As the programme is drawn up a long time in advance, it may be affected by changes in date, time, place or cast. Only in the case of a change of date or venue will a postponement or refund of tickets be offered.
POSTPONEMENT OR CANCELLATION OF A PERFORMANCE
If the date of a performance is changed by the opera house, the ticket is automatically valid for the replacement date. In the event of cancellation of the performance, the request for reimbursement must be made to the opera house within three months, under penalty of foreclosure, or to the retailer according to its conditions of sale; it is understood to be exclusive of postage costs and without compensation of any kind, upon presentation of the ticket(s).
GENERAL CONDITIONS OF SALEE
Please refer to the general conditions of sale available on www.opera-lyon.com
CUSTOMERS WITH DISABILITIES
Disabled customers benefit from a reduced rate on presentation of a disability card. If the disability card mentions the "need for an accompanying person", the latter also benefits from the reduced rate. There are specific places allocated for people with reduced mobility in wheelchairs. Additional amplification is available for people with hearing impairment in certain seats in the main auditorium. In order to ensure that your visit goes smoothly, we would ask you to inform us of any disability when you book your seats and at least 10 days before the event.
DATA PROTECTION ACT In accordance with the French Data Protection Act, customers have the right to access and rectify data concerning them, as well as the right to object to it. To exercise these rights, customers should contact: Opéra de Lyon - Marketing and Sales Department, 1 Place de la Comédie, 69001 Lyon
SUGGESTIONS AND COMPLAINTS
Any suggestion for improving the way we welcome our customers may be addressed to the General Manager of the Lyon Opera, by post (Lyon Opera, 1 Place de la Comédie, 69001 Lyon), by telephone (04 69 85 54 54) or by e-mail (email@example.com).
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