Terms & conditions

General terms and conditions for the purchase and delilvery of Roskilde Festival tickets

Introduction

The following purchase and delivery terms apply to ticket purchases made through the Roskilde Festival Charity Society’s website: roskilde-festival.dk or via Tickster’s ticketing system.

When purchasing tickets, you accept: (i) the following purchase terms (hereinafter “the Terms”); (ii) any special terms applying to a specific product and/or event; (iii) other terms from Roskilde Festival as the organizer; and (iv) all venue and festival area rules, including access and safety regulations.

1: Organizer details

Tickets are sold by Roskilde Festival Charity Society (the Organizer): 

Roskilde Festival Charity Society
Rabalderstræde 7, 4.1
4000, Roskilde 
CVR.nr: 39122715
info@roskilde-festival.dk
+45 46366613

Tickster provides the ticketing platform used by the Organizer to sell tickets to customers (the Customer). Tickster is responsible only for the technical handling of ticket sales, while the Organizer has full responsibility for the event. Tickster is therefore not liable for the event’s content, execution, or any related losses.

Questions regarding the event should be directed to the Organizer using the contact information above.

2: Customer Responsibilities When Ordering

  • The Customer must ensure that the shopping cart contains the correct items before completing the order.
  • The Customer is responsible for ensuring that the provided contact and payment details are correct.
  • The Customer must contact Customer Service in due time if a confirmation email is not received.
  • Purchases can always be accessed at https://my-ticket.roskilde-festival.dk or https://download.tickster.com.

Note: There is no right of withdrawal for Roskilde Festival tickets under Section 18(2) of the Danish Consumer Agreements Act, as the ticket concerns a leisure/cultural event held on a specific date.

3: Personal Data

Personal data is processed in accordance with GDPR and Roskilde Festival’s Privacy Policy. See the applicable Privacy Policy at any given time.

4: Prices and Campaigns

All ticket prices are stated in total amounts, including VAT and fees (except for Smart Tickets; see 11.1). Price changes do not affect completed purchases. Campaigns and discount codes may be time-limited and can be revoked in case of misuse

5: Ticket Gift Cards

Ticket gift cards are valid only for the purchase of festival tickets and cannot be used for other products. Gift cards are valid for 2 years from the date of issue. Only gift cards sold to private consumers can be exchanged for cash, and only according to applicable rules. Ticket gift cards can be redeemed up to one year after expiry, and the Organizer reserves the right to charge a fee for exchanges during the validity period.


6: Payment

The Organizer accepts the following payment methods:

  • VISA
  • Dankort
  • Mastercard
  • American Express
  • MobilePay
  • Apple Pay

7: Security

Tickster ensures secure transactions and may manually review orders in cases of suspected misuse.

8: Right of Withdrawal and Returns

There is no right of withdrawal for Roskilde Festival tickets under Section 18(2) of the Consumer Agreements Act, as the event occurs on a specific date.

Ticket purchases are, however, covered by the Danish Sale of Goods Act’s right to complain. Complaints can be made to Roskilde Festival.

If a dispute cannot be resolved, consumers may contact:

9: Event Cancellation / Refunds

If the festival is cancelled, the Organizer will refund the ticket price or offer an exchange for a later event. Refunds are made to the original payment method. Claims expire under normal limitation rules, typically 3 years from the cancellation date.

Fees paid in connection with the purchase are not refunded.

9.1: Extraordinary events (force majeure)

The Organizer is not liable for failure or delay caused by circumstances beyond reasonable control, including but not limited to fire, war (including hybrid warfare), terrorism, strikes, lockouts, epidemics, natural disasters, or government orders.

If such events require cancellation, tickets will be refunded according to the above terms. Other related costs are not reimbursed.

For interruptions or significant changes after the start, potential refunds depend on the specific circumstances.

10: Ticket Cancellation

The Organizer may cancel orders and/or block tickets in cases of misuse, e.g., speculative resale or fraud. Personal tickets may not be transferred without a name change via the official process (subject to a possible fee). Refunds are only issued to the original purchaser.

11: Terms for various Tickets

11.1: Smart Ticket (Full Festival Ticket Paid in Installments)

  • A Smart Ticket is a Full Festival Ticket, where the payment is split into installments over an agreed period. The Customer consents to recurring charges, and the ticket is issued only once all installments are paid. Payment is handled by Klarna.
  • The total price equals a standard full festival ticket, but a non-refundable administration fee applies.
  • No debt is incurred for unpaid installments. If full payment is not made, the ticket is not issued, and paid installments (minus the administration fee) are refunded
  • The Customer consents to recurring card charges for installment payments. The Customer mus ensure valid payment details.

11.2: Making a Bigger Change Ticket (Full Ticket with Donation)

  • Purchase of a Making a Bigger Change ticket includes a DKK 200 donation to Roskilde Festival’s charitable purposes.
  • The donation amount is clearly displayed and requires consent.
  • Donations are non-refundable, even in case of cancellation. The ticket itself follows standard refund rules.

11.3: Kids Tickets

  • Available for children aged 10–14 accompanied by a known adult with a full festival ticket.
  • Children under 10 years old have free admission when accompanied by an adult with a full festival ticket.
  • Child tickets cannot be upgraded to adult tickets.
  • Specific access restrictions may apply for safety reasons.

11.4: Disabled- and Special Tickets

Roskilde Festival offers special tickets and areas for guests with disabilities, including wheelchair users. These are valid only for the intended user. Misuse may result in cancellation without compensation.

12: Delivery

Once the event and ticket quantity are selected, tickets are delivered digitally via email or the Organizer’s app.

The Organizer is not responsible for tickets being unavailable due to issues beyond its control.

The Organizer will attempt to restore access if the Customer provides valid ID matching the registered profile information.

If the Customer experiences any issues, the Organizer can be contacted at info@roskilde-festival.dk. 

13. Ticket Transfer and Resale

Tickets can only be transferred or resold via the Organizer’s official resale platform. Transfers via screenshots/PDFs are invalid.

Resale prices must not exceed the original purchase price. Once resold, the original ticket is cancelled, and a new valid ticket is issued.

Tickets may be resold up to 48 hours before the event. Payment to the seller may take up to 5 business days.

The Organizer may cancel transfers/resales in cases of suspected misuse, fraud, or violation of these Terms.

Any potential refund will be issued to the original purchaser of the ticket.

Note: The resale service is not yet operational but is expected to launch by Q1 2026.

14: Wristband Terms

Upon arrival, tickets are exchanged for a festival wristband.

A valid wristband must be worn at all times on the festival site.

Being on site without a valid wristband incurs a DKK 4,500 fine.

Wristbands are personal and non-transferable. They may not be modified, cut, sewn, or altered in any way.

Transferred or modified wristbands are not valid, and guests wearing wristbands that have been transferred or altered will be asked to leave the festival grounds.

15: Code of Conduct

Customers must always follow staff instructions and adhere to the Organizer’s rules for behavior and safety. These include rules on security checks, prohibited items, misconduct, ID requirements, and smoking.

Violations may result in expulsion without refund.

Note: For safety reasons, video surveillance is used across the site. Recordings are shared with the Mid and West Zealand Police and deleted after 30 days. See the Privacy Policy.

16: Limitation of Liability

Unless otherwise required by law, the Organizer is not liable for indirect losses, including operational, profit, or data loss, or consequential damages.

17: Amendments

The Organizer may update these Terms periodically. Changes do not affect existing purchase agreements unless required by law or regulations. The current version is always available at roskilde-festival.dk.

18: Customer Service

Customer Service can be reached at support@tickster.com, https://support.tickster.com/hc/ or +45 (0) 322 37 000. For festival inquiries, please contact Roskilde Festival at info@roskilde-festival.dk or +45 46 36 66 13.

19: Service Interruptions

The Organizer and Tickster strive to maintain system uptime. Continuous access cannot be guaranteed. Neither is liable for interruptions due to high demand or technical issues temporarily blocking purchases. If a ticket purchase is documented as completed, delivery will be ensured by alternative means if necessary.

Revision date: 2025-10-28 – applicable to concert and festival events organized by Roskilde Festival.