General Terms and Conditions

Online Shops/Online Ticketing City of Karlsruhe Amt Zoo (Status: April 2019)

1. Scope of application

The following General Terms and Conditions (hereinafter also referred to as "GTC") apply to the use of the online shop/online ticketing of the City of Karlsruhe Amt Zoo, represented by the Lord Mayor Dr Frank Mentrup, represented by the Zoo Director, Dr Matthias Rheinschmidt, Ettlinger Str. 6 in 76137 Karlsruhe (hereinafter referred to as "Zoo Karlsruhe") for the purchase of admission tickets or gift cards for admission tickets and for all

resulting contractual relationships of Zoo Karlsruhe with the customers. Information on data privacy is the subject of separate regulations. Zoo Karlsruhe does not accept any terms and conditions of the customer that deviate from these General Terms and Conditions.

2. Conclusion of contract

(1) The contract offer is made by the customer, by the correct provision of his/her personal data and the correct provision of all necessary data for completing the payment transaction (at present on www.zoo-karlsruhe.ticketfritz.de) as well as the acceptance of the GTC.

(2) Zoo Karlsruhe accepts the contract offer by sending a confirmation e-mail. Successful verification and transmission of the

confirmation e-mail sent to Zoo Karlsruhe by the customer leads to the conclusion of contract and dispatch of the ticket to the customer by e-mail. This requires the customer to enter his/her correct e-mail address on the Internet.

3. Prices

(1) Unless expressly stated otherwise, all prices quoted include the applicable statutory value-added tax (value-added tax) without any shipping or packaging costs.

(2) Shipping and packaging costs, if any, shall be shown separately.

(3) Price changes and errors are reserved.

4. Payment and payment processing

(1) Unless otherwise provided, payment of admission tickets and gift cards for admission tickets can solely be made by credit card and Giropay. Zoo Karlsruhe is entitled to restrict payment to certain credit card providers.

(2) The total price of the order, including all fees and costs, is due for payment immediately upon conclusion of the contract.

(3) Tickets remain the property of Zoo Karlsruhe until full payment has been received.

(4) Zoo Karlsruhe shall be entitled to make use of the services of third parties, such as external service providers, for payment processing and/or receipt of

payment. Therefore, a payee other than Zoo Karlsruhe may be named in the statement or the corresponding account data.

(5) If a payment is to be backcharged (return debit), Zoo Karlsruhe shall be entitled to immediate return of the ordered tickets or shall be entitled, but not obliged, to withdraw from the contract and to invalidate the tickets or the sent barcode. The customer shall compensate Zoo Karlsruhe for any damage arising from the return debit. In the event of a return debit, the customer shall pay the bank charges incurred.

as well as a handling fee of €5 per return debit to Zoo Karlsruhe. In the event that Zoo Karlsruhe withdraws from the contract, Zoo Karlsruhe reserves the right to charge the customer a handling

fee of €5.

5. Delivery

(1) Admission tickets will be delivered by e-mail with a PDF attachment in the form of a "self-print ticket" (with a barcode). This requires the customer to enter his/her correct e-mail address on the Internet.

(2) The printout of the ticket sent electronically to the e-mail address provided by the customer (PDF file) is used as an admission ticket. There is no dispatch of a further ticket

by post.

(3) Delivery only while stocks last. Compensation for late delivery is excluded.

(4) Should the customer not have received the confirmation notification with the printed ticket within 24 hours of booking, he/she is obliged to inform Zoo Karlsruhe of this circumstance without delay. The same shall apply to problems with the printout of admission tickets. If he/she fails to do so, any claims for loss of the admission tickets shall be excluded.

6. Handling of tickets and validity of tickets

(1) The customer may only make one printed copy of the admission tickets or gift cards ordered by him/her for the purpose of their intended use. The printout of a "self-print ticket" entitles the customer to one admission only.

(2) The customer shall not be entitled to reproduce, duplicate and/or modify the ticket.

(3) An admission ticket that has been copied and/or resold without authorisation shall not entitle the holder to visit the Karlsruhe Zoo.

(4) The one-time barcode on the ticket is validated electronically at the event location with a barcode scanner. Multiple use by duplicating the barcode is excluded.

(5) Zoo Karlsruhe reserves the right to refuse admission to owners of barcode copies or owners of unauthorised copies of admission tickets. In addition, Zoo Karlsruhe reserves the right to assert claims for damages and to file criminal charges against

customers who misuse "self-print tickets". Zoo Karlsruhe is not responsible for any inconvenience and/or damage caused by unauthorised reproduction or misuse of tickets.

(6) The customer is obliged to keep the admission ticket or "self-print tickets" such as cash or conventional admission tickets in safe storage and to protect them against misuse. In the event of loss and/or misuse of the admission ticket, Zoo Karlsruhe bears no responsibility and does

not provide any compensation.

(7) Resale to third parties is expressly prohibited.

(8) Proof of discounts must be presented at the admission control at the same time as the identity document, and this is to be provided without being requested to do so. If a corresponding proof of reduction is not presented, the customer must pay the additional difference to the normal price at the cash desk in order to be admitted.

(9) When purchasing tickets with a validity note, the tickets are valid for the day/time/period specified with the order.

(10) Admission is subject to Karlsruhe Zoo's opening hours or to the dates specified on the tickets. The opening hours are determined by Zoo Karlsruhe.

(11) Zoo Karlsruhe is entitled to refuse admission in the event of overcrowding and/or for other security reasons and/or to end the visit prematurely.

7. Right of withdrawal and return

(1) With regard to the sale of admission tickets with a fixed validity date, the customer has no right of revocation or return, since, pursuant to § 312b Par. 3 No. 6 BGB (German Civil Code), the provisions on distance selling do not apply to contracts for the provision of services in the area of scheduled leisure events. Each order of such tickets is therefore binding immediately after confirmation by Zoo Karlsruhe and obliges the customer to accept and pay for the order.

(2) Tickets and gift cards without a fixed validity date are subject to a fourteen-day right of revocation.

(a) Cancellation Policy

You can revoke your contractual declaration within 14 days, without providing reasons, in writing (e.g. letter, fax, e-mail). The period commences after receipt of this instruction in text form, but not before conclusion of the contract and also not before fulfilment of our duties to inform in accordance with § 246 § 2 in conjunction with § 1 Par. 1 and 2 EGBGB (Introductory Act to the German Civil Code) as well as our duties in accordance with § 312 e Par. 1 Sentence 1 BGB (German Civil Code) in connection with article 246 § 3 EGBGB (Introductory Act to the German Civil Code). The timely dispatch of the revocation is sufficient to ensure compliance with the revocation period. The revocation is to be addressed to: City of Karlsruhe Amt Zoo, Ettlinger Str. 6, 76137 Karlsruhe, Germany.

(b) Consequences of revocation

In the event of an effective revocation, the services received by both parties shall be returned, and any benefits derived (e.g. interest) shall be surrendered. If

you are unable to return the received performance to us in whole or in part or only in a deteriorated condition, you must pay us compensation in this respect. This can result in you having to fulfil the contractual payment obligations for the period up to the revocation all the same. Obligations to reimburse payments must be fulfilled within 30 days. The period begins for you with the dispatch of your declaration of revocation, and for us with its receipt.

(c) Special directions

Your right of withdrawal expires prematurely if the contract is completely fulfilled by both parties at your express request before you have exercised your right of withdrawal. End of the revocation instruction

(3) Zoo Karlsruhe reserves the right to withdraw from the contract in the event of obvious price errors, in the event of impossibility of performance and in cases of force majeure. In this case, Zoo Karlsruhe will, to the extent possible, inform the customer immediately if the customer has provided a valid e-mail address when placing the order and immediately refund the customer for any services already rendered. The European Commission provides a platform for online dispute resolution (OS). The platform can be found at http://ec.europa.eu/consumers/odr/ (link)

8. Operation of the website or the online shop

(1) Zoo Karlsruhe does not warrant that the operation of its website and/or the ordering process will be free from interruptions or errors.

(2) Zoo Karlsruhe endeavours, as far as technically possible and in accordance with reasonable standards, to keep the operation of its website free from errors and interruptions. Zoo Karlsruhe does not warrant that the website is free of viruses or other troubles and assumes no liability for them.