1- Stadiums, Tournament Sessions & Types of Ticket

1.1. Stadiums

The Caja Mágica complex consists of 3 main stadiums:

• Manolo Santana Stadium, with a capacity of approximately 9,678 spectators. Assigned seating.
• Stadium 2 (Arantxa Sánchez-Vicario Stadium), with a capacity of 3,383 spectators. Assigned seating in some sessions.
• Stadium 3, with a capacity of 2,251spectators. Unassigned seating.

There are also several outdoor competition and practice courts (unassigned seating).

One ticket provides access to all matches that take place in one session, with the time limitation provided in section 1.4 of these general conditions of Mutua Madrid Open ticket sales. Therefore, if you would like to attend all the matches held in the Manolo Santana Stadium on days with a double session, you must buy tickets for both sessions.

The Mutua Madrid Open is a combined tournament (WTA – Women’s Tennis Association, and ATP – Association of Tennis Professionals). As a result, women’s and men’s matches will be played simultaneously, making it impossible to choose between one or the other when purchasing a ticket.

Since the tournament consists of knock-out rounds, the order of play can only be announced the night before. For this reason, you cannot purchase a ticket in advance in order to watch a specific player.

1.2. Sessions

The organisers reserve the right to change these times depending on the final match schedules without giving rise to liability of any kind on the part of MTP.

Spectators can enter the Caja Mágica venue at the beginning of the acquired session.

Presence on the Caja Mágica premises, in any of its stadiums, and on site in general, to which the purchase of any type of ticket grants the right, is limited to the time permitted, where applicable, by the health authorities.

Access to Manolo Santana Stadium with a day-session ticket is allowed only until the matches held in this first session have ended. Access to Manolo Santana Stadium with a night-session ticket is authorized once the first game of this second session has commenced.

1.3. Types of Ticket

TYPE I – Manolo Santana Stadium*: purchasing a “Manolo Santana Stadium Ticket” grants access to the Manolo Santana Stadium, Stadium 3 and the Tennis Garden.

TYPE II – Premium Seats: Grants access to the Manolo Santana Premium Space, Stadium 3 and the Tennis Garden.

TYPE III – Stadium 2: a “Stadium 2 Ticket” grants access to this stadium and to the Tennis Garden.

TYPE IV – Ground Ticket: grants access to Stadium 3 and to the Tennis Garden.

Access to Stadium 3 and the Tennis Garden is subject to capacity.

*In the second stand (A) of the Manolo Santana Stadium visibility might be impaired in the first two rows, due to the glass panels and the metal hoardings, and in row 9, due the metal hoardings which are integral to the stadium’s security setup. Check to see if your tickets are considered to entail impaired visibility before purchase.

Tickets for customers on a wheelchair: This type of ticket is exclusively for wheelchair users (these persons will not occupy a seat and therefore tickets will have reduced prices). To purchase this type of ticket prior to the event, please contact the ticket sales department by email: entradas@madrid-open.com.

During the tournament these tickets will be sold exclusively at the box office. We cannot guarantee availability.

Once the ticket holder has left the venue, he/she will not be allowed to re-enter.

At the end of the last match of the day session, the public shall be vacated from the Manolo Santana Stadium to allow access to those holding tickets for the night session.

To confirm schedules, please check our website www.mutuamadridopen.com as the dates of the event draw near.

2- Official Sales Channels

Tickets should be purchased only at the tournament organization’s official points of sale, authorised by Madrid Trophy Promotion S.L. (hereinafter M.T.P.), who shall not be liable for tickets acquired outside these authorized sales channels.

Only upon presentation of a valid ticket for each person will access be granted to the tournament and facilities.

The tickets contain various security mechanisms to ensure their authenticity and avoid any counterfeiting. However, M.T.P. does not guarantee the authenticity of any tickets that are not purchased via one of the official channels.

Only the official sales channels of the 2023 Mutua Madrid Open can guarantee that authenticity of tickets:

INTERNET: The tournament website www.mutuamadridopen.com is open 24 hours a day until one day before each session or until the tickets are sold out. Methods of payment: credit/debit card. www.entradas.com and ticketmaster.com.

TICKET OFFICE: Tickets will go on sale in the Caja Mágica on 10 April, 2023.

During the tournament, the tickets offices will be open every day (opening hours to be confirmed). Methods of payment: cash and credit/debit card.

Under no circumstances will duplicate tickets be issued and access without a ticket will not be allowed. M.T.P. declines any responsibility for the eventual loss, theft or damage of issued tickets, or for tickets acquired via unauthorized channels.

A surcharge of €2.00 (two euros) for service and management expenses shall apply to all tickets, regardless of their face value or the official sales channel by which they were obtained. By accepting these Terms and Conditions the customer indicates their express approval of this surcharge.

Cash payment.

According to Law 11/2021, which came into force in July 2021, all transactions paid in cash must have a value of 1,000 euros or less.

Children aged 3 or under do not pay to enter, provided they do not occupy a seat.

Any ticket purchased through any of the sales channels mentioned above, must not be resold, without prior, specific and written authorization of M.T.P.

The customer should purchase their tickets from one of the recognised retail channels to avoid being defrauded, as there are a number of internet sites and touts offering tickets for the Mutua Madrid Open.

The risks involved with using these other channels include paying an elevated price or purchasing a duplicated ticket and not being allowed into the venue.

In no case shall the organisers of the tournament be held liable for the validity of any tickets purchased outside of the official channels, in accordance with article 24.3 of Law 17/1997, of 4 July, on Public Entertainments and Recreational Activities.

3- Printing tickets

– If you have any questions or urgent requests, please call 91 526 57 76 or write to: entradas@madrid-open.com as soon as possible, do not wait until the same day as the matches.

IMPORTANT NOTICE: DURING THE EVENT, NO TICKET WILL BE PRINTED AT THE TICKET OFFICE IF IT HAS BEEN PURCHASED THROUGH NON-OFFICIAL CHANNELS.

• If several copies of the ticket have been printed, only the first presented/displayed ticket will be considered valid, and under no circumstances will access be allowed to those who try to get in later on with the same ticket. The organizers M.T.P cannot be held responsible for the possible fraudulent use of ticket/s. Please be aware that you may be asked to show the credit/debit card used to purchase the tickets (only if there are indications of possible fraudulent use), for which reason you must retain your ticket during the event.
• The purchaser of the ticket assumes all responsibility in cases where his/her ticket appears to have been duplicated, photocopied or has sign of falsification, thereby forfeiting all rights granted by the ticket for access to the premises.
• M.T.P. shall be entitled to deny access to holders of any tickets that are modified, corrected or crossed through, damaged or show signs of falsification.
• Lost tickets will not be replaced. Under no circumstances will access to the premises be allowed without showing printed tickets.

4- Exchanges and returns, right of withdrawal

The purchase of tickets for the 2023 Mutua Madrid Open is final and shall be deemed completed once the payment has been made. TICKETS MAY NOT BE EXCHANGED OR RETURNED.

Once purchased, the ticket may not be exchanged and nor may its payment be returned, except in the case of the cancellation of the 2023 Mutua Madrid Open. If the 2023 Mutua Madrid Open tournament is cancelled, MTP undertakes to return the price of the ticket. It is hereby expressly stated that the distribution costs applied to the price of the ticket by the sales channels shall not be returned by MTP, as MTP does not receive such payments.

MTP will proceed as follows in the event of these changes:

– It will publish them on its website, in order that users are aware as soon as possible.

– It will send an email to the email address or an SMS (in the event that such service has been contracted) to the mobile phone number indicated by the user at the time of purchase, informing them of such changes.

– In the event of the reimbursement of the amount, MTP will inform the user of the procedure adopted. Expenses incurred in the purchase service will not be reimbursed.

All information regarding the changes and cancellations that may have been made by the MUTUA MADRID OPEN organisation can be found on the website. Customers that have purchased tickets will be sent an email directly to the email address provided when registering on our platform.

In the event of cancellation, the reimbursement may be made within fifteen days of the date of the public announcement of the cancellation of the event. Once this period has elapsed, no reimbursements will be made.

Withdrawal.

MUTUA MADRID OPEN tickets are not covered by the right of withdrawal provided in (art. 103, section I of) Legislative Decree 1/2007, of 16 November, approving the consolidated text of the General Law for the Defence of Consumers and Users.

5- Program changes or modifications

In the event that the schedule or timetable for the 2023 Mutua Madrid Open tournament undergoes changes due to force majeure, security reasons, public disorder or a decision from any competent authority, MTP undertakes to announce such changes as soon as possible and, in all cases, as soon as the competition department makes the information public.

Any cancellation, modification or variation to the established programme, for the reasons cited above, will not generate any kind of liability for MTP.

MTP warns that adverse weather conditions such as rain, extreme heat or strong winds could lead to delays in the match schedules and, in such cases, it undertakes to announce such changes as soon as possible.

Any weather conditions that may lead to changes in timetables and to the scheduling shall be considered force majeure.

6- Premises

All persons attending the 2023 Mutua Madrid Open event recognize and accept that their movement within the grounds or in the areas adjacent to the grounds is their responsibility, and agree to absolve the organizers, M.T.P., and any other relevant entity from all liability regarding any risk, danger or loss, including injury or damage to persons or property, loss of property or any other incident that may occur as a result of their attendance at this tournament, all without prejudice to that provided in articles 1101 et seq of the Civil Code.

Entry to the premises will be validated by taking a portrait picture of your face at the Caja Mágica Access Control. In order to be able to access courts, the personnel will identify the ticket holder, who will be denied entry to the courts if they do not match the person registered through the photograph captured at the entry to the grounds of the Caja Mágica.

On behalf of Madrid Trophy Promotion SL, we process the information you provide us with in order to provide you with the requested service. The data provided will be conserved as long as the commercial relationship is maintained or for as many years as are necessary to comply with the legal obligations. The data will not be transferred to third parties except in cases where there is a legal obligation. You have the right to obtain confirmation on whether Madrid Trophy Promotion SL is processing your personal data, therefore you have the right to access your personal data, rectify inaccurate data or request the data’s deletion when it is no longer necessary.

7- Right of Admission

The Organisation exercises its right to admission according to that established in article 24.2 of Law 17/1997 of 4 July on Public Performances and Recreational Activities, and, to that effect, establishes the following requirements:

Admission may be refused to anyone behaving violently, or who may disturb the public or users or may disrupt the expected progress of the performance or activity.

The admission of under-18s is prohibited, except in the case of the receipt of express written consent at least 24 hours in advance, time during which the identification details of both the grantor and the minor are obtained from the person responsible for the minor.

Right of admission is reserved by the organizers, M.T.P., who may deny access or remove from the premises any ticket holder who does not comply with the instructions of the organizers’ personnel, security personnel, and/or any member of State security bodies, as well as anyone who might reasonably be presumed to bring about a high-risk or dangerous situation for actual ticket holders and in particular for those persons who:

• Are of a violent disposition, and especially those who have an aggressive attitude or provoke disturbance in the order of play or the diligent use of the facilities or as a consequence of the relation with other persons.
• May pose a hazard or nuisance to other spectators, in particular those found taking drugs or narcotics or who show symptoms of having taken them and those showing significant signs of drunkenness.
• Hinder the normal progression of the tournament.
• Access areas restricted to tournament personnel.

Minors may only enter the venue accompanied by their parents, a legal guardian or a person responsible for them.

Disorder, the carrying of narcotics or being in a state of intoxication, whether evident or potential, shall be sufficient cause to deny entrance to anyone or to proceed to expel them from the Mutua Madrid Open.

Upon entering the premises, the public and their belongings may be searched and inspected in accordance with applicable legislation; they may not bring onto the premises any objects that could be considered dangerous by the organizers such as sparklers, fire-crackers, explosives, weapons, bottles, glass, or laser pointers, or those that are prohibited by law such as professional cameras, video cameras and recorders of any kind.

Ejection from the Mutua Madrid Open for any of the reasons contained in these conditions of admission shall not entitle the person concerned to even a partial refund of the price paid for the ticket.

Every ticket holder is personally responsible for any actions or omissions that cause injury to a third party or material damage.

8- Prohibitions and Restrictions

The following is strictly prohibited:

• Remaining on the Caja Mágica premises during a time at which mobility is limited by the health authorities (if there are any during the event).
• Bringing and displaying signs, symbols, emblems or slogans which, due to their content or due to the circumstances in which they are shown or used could be considered to incite violent, xenophobic, racist or terrorist behaviour or as an act of sporting contempt towards the participants in the tournament.
• Bringing or having in your possession, activating or using, within the grounds or courts on which the competitions are to be held or are in progress, any type of firearm or any object that could produce the same effects, likewise sparklers, fire-crackers, explosives or inflammable, smoke-producing, or corrosive products in general.
• The use of all personal computers and handheld devices inside the confines of the (the spectator area) of the tournament courts, with the exception of accredited members of the press, tournament providers and tournament staff who use these devices in function with their job.
• No ticket holder can continuously collect, distribute, transmit, publish or disclose information pertaining to any results or statistical data related to any match while it is being played from within tournament grounds (from the beginning of a match to the end, for commercial purposes or gaming / gambling).
• The use of lasers or laser pens for pointing and or any device that can alter the normal rules of competition.
• Entry onto the premises in a state of drunkenness.
• Bringing and selling any type of alcoholic beverage or narcotic or psychotropic substances, stimulants or similar products on the premises, as well as consuming them or carrying them inside the courts and their stands. Entering the sporting premises under the influence of alcoholic drinks, toxic drugs, stimulants or psychotropic drugs is also prohibited.
• Entry onto the courts themselves or their surroundings at any time.
• Smoking is not allowed inside the Caja Mágica, in accordance with the current legislation.
• Bringing animals onto the premises.
• Accessing the premises will be prohibited to ticket holders who have been banned from entering any sports grounds, until such time as the ban has expired.
• Creating any disruption to order, to peoples’ security, to property, or to the facilities themselves.
• Remaining standing on parts of the premises designed for viewing the match.
• Bringing food or drink onto the premises, except in cases where it is necessary on health grounds. In such cases an email should be sent to the organisers beforehand on entradas@madrid-open.com so a certificate can be obtained.
• Footwear with wheels or other equipment, including, among other things, scooters and bicycles.

Any prohibited item relinquished as a condition of entry to the tournament shall be considered irrevocably and voluntarily relinquished. Any item of this kind may not be reclaimed and may be destroyed by MTP without any liability.

Once a match has started, you may only take your seat when indicated to do so by the persons responsible for controlling access to the court.

The use of Mutua Madrid Open tickets for promotional purposes by tournament sponsors or partners is possible only with the express approval of the organizers.

Tickets are not to be used for commercial or promotional purposes aimed at third parties.

Tickets may not be used for the purpose of advertisements or promotions aimed at third parties.

Tickets are for personal use only and are not for resale.

It is forbidden to show advertising or any commercial activity including the transmission of the competition scores or statistics to any other third person without the authorization of M.T.P.

On the premises, the use of or the possession of promotional or commercial articles is strictly prohibited as is the offering for sale or the possession of merchandise for such purposes (e.g. beverages, comestibles, antiques, tickets, etc.). Such items will be confiscated and temporarily held by the Police or tournament officials.

Spectators must occupy the seat assigned to them on the ticket and must retain their ticket until they leave the venue and present it when asked to do so by any employee or official authorized by the organizing company M.T.P.

9- Audiovisual recording

All persons attending the tournament recognize that this is a public event, and they freely and willingly accept that their voices, images and faces may appear on televised or radio broadcasts, either live or recorded, on video, in photographs and in any other media or audiovisual medium, now or in the future, without any compensation whatsoever.

No ticket holder or spectator may film, photograph, broadcast, disseminate, publish, transmit and/or, in general, offer to the public (or help a third party offer to the public), live or deferred, completely or partially, free of charge or for a fee, any recording of sound, photography, video sequences, moving images, film or other audiovisual content captured on any media within the tournament premises (except as permitted in the Tournament Accreditation Policy). Continuous use of personal computers or handheld electronic devices within the limits (spectator zone) of the tournament’s competition courts is prohibited, with the exception of duly accredited members of the media, tournament suppliers and tournament personnel when they are using them in order to perform their duties.

10- Failure to Comply with these Terms and Conditions

Any ticket holders who, due to their conduct or the way in which they acquired their tickets, do not comply with these TERMS AND CONDITIONS described in this document will be denied access to the premises or will be expelled from the premises with no right to reimbursement.

11- Validity and Modifications of the present Terms and Conditions

If any clause of the present Terms and Conditions is not valid, either wholly or partially, then this clause, or part of it, will be considered excluded from the Terms and Conditions. This will not affect the enforceability of the remaining clauses.

12- Applicable Legislation and Jurisdiction

These Terms and Conditions have been written in Spanish and translated into English. Therefore, the Terms and Conditions written in Spanish prevail in all cases and will be interpreted according to Spanish law.

13- Privacy & Cookies Policy

Mutua Madrid Open (a “site operated by Madrid Trophy Promotion SL”) will have access to all of the personal data submitted on or through the Site, or otherwise in connection with the purchase of any Mutua Madrid Open tickets.

This privacy policy (the “Privacy Policy”) outlines how we treat your personal information and forms part of the terms and conditions of the Site. This Privacy Policy applies only to this Site, and not to the collection and use of personal information by any third party via any website to which there are links on this Site. We are not responsible for the privacy policies of other websites, and encourage you to be aware when you leave our Site, and to read all applicable terms, conditions and privacy policies when using other websites. Questions, comments and requests regarding this Privacy Policy and how we use your personal data should be addressed to us via our contact form:

 https://www.mutuamadridopen.com/contacto/CONSENTIMIENTO

Your use of this Site signifies your consent to our collecting and using personal information about you in accordance with this Privacy Policy.

Madrid Trophy Promotion SL would like to uphold a clear and honest policy to its users regarding privacy, usage of this site and handling of personal information.

In compliance with current laws and regulations, the sections below represent an agreement that the website visitor approves by visiting this webpage.

The personal data provided to, or collected by, our Services is processed by Mutua Madrid Open. If you have any concern about providing information to us or having such information used in any manner permitted in this Privacy Policy, you should not visit our websites or otherwise use our services.

This Privacy Policy describes the types of information we may collect from you or that you may provide to us when you visit our website and our practices for collecting, using, maintaining, protecting and disclosing such information. This Privacy Policy applies to information we collect: (i) through our Services, and (ii) in text and electronic messages between you and our Services.

This Privacy Policy does not apply to any other services or any information collected by us offline or via third-party sites that may be accessed through hyperlinks on our websites.

By accessing or using our Services, you agree to this Privacy Policy.

IF YOU DO NOT AGREE TO THIS PRIVACY POLICY, PLEASE DO NOT ACCESS OR USE OUR SERVICES.

MADRID TROPHY PROMOTION’S SUSTAINABILITY POLICY FOR EVENTS

Madrid Trophy Promotion (MTP) wishes to set out its Policy for Sustainable Events Management, based on the standard UNE-EN ISO 20121:2012, aiming to comply with all the applicable regulations and striving for the continuous improvement of the activities the company undertakes, with a view to assuring the use and enjoyment all services under the best possible conditions, while always seeking to satisfy customers and foster overall sustainability, covering the environment, the economy and society.

This Sustainability Policy sets out the basic action principles related to sustainability that form the reference framework for setting sustainable-development targets, with management’s commitment to lead the way when it comes to managing the sustainability of events, and the whole organisation’s commitment towards its principles of governance as set out in the “Declaration of Purposes and Values for Sustainable Development”.

The design, organisation and holding of MTP’s sporting events must hinge on the following action areas:

1.Transparency and ethical management: Compliance with the applicable legislation, fostering ethical actions based on upholding human rights, good governance practices and fair competition. Acting transparently, regularly publishing accurate key information about what the company does.

2.Human team and developing talent: Generating a framework for industrial relations that encourages training for workers and their career and personal development, upholding the principle of equal opportunities and fostering a safe, healthy working environment.

3.Inclusivity and joint responsibility of all stakeholders: Providing innovative services, adapted to their needs and maintaining the highest standards of quality and excellence, developing an effective framework for responsible dialogue and communication with all stakeholders, preparing relationship plans to determine their expectations and needs, and carrying out actions that generate shared value. The role of all suppliers will be key when it comes to managing the sustainability of our sporting events, helping to identify expected needs to foster their sustainability.

4.Economic growth: Not only for the organisation of each event but going further, contributing towards the economic development of the host environment by giving priority to local products and services.

5.Social undertaking: For the community where the event is held and for the people involved in it, paying careful attention to the factors of accessibility, equal opportunities and upholding diversity.

6.Sustainable procurement: Including not only economic and technical aspects in the procurement of products and services but also the environmental and social aspects that affect their life cycle, considering sustainability criteria, upholding human rights, fostering responsible practices and contributing towards local economies.

The Sustainable Development Policy will be the basis for all the organisation’s activities, including event-related products and services. The Sustainable Development Policy will consider all requirements regarding:

-MTP as the main organising entity of the supply chain and all the organisations that can join in this task, including products, facilities and service providers.

-The full sporting-event management cycle, from conception and planning all the way through to implementation, review and post-event activities, such as calculating the carbon footprint and measures to offset it.

-Outcomes of stakeholders’ involvement.

-End users’ needs.

-Any legacy-related issues.

Introducing sustainability guidelines and criteria right from the start reduces the negative impact of holding sporting events on the environment, on people and on the economy, and thanks to the joint efforts of partners, suppliers, organisers, sponsors, players and referees, we can act responsibly to change the world by boosting the local economy, fostering social development and enjoying a healthier environment.

This policy is reviewed every year with a view to improving the organisation’s overall performance and that of all the sporting events that it undertakes.

Section 1 – INTRODUCTION

These conditions embody the entire set of agreements that bind Mutua Madrid Open with the user. All modifications and added content integrated to the website will be subject to the present conditions. Certain services and sections are subject to specific additional conditions.

Your data controller for the Services offered on this Site excluding Payment Services is:

Mutua Madrid Open
Cmo. de Perales, 23,
28041 Madrid
SPAIN