General terms and conditions of sale 2025

These terms and conditions of sale are established on the one hand by the association de gestion du Festival d’Avignon, whose registered office is located in Avignon, Cloître Saint Louis, 20 rue Portail Boquier, and on the other hand, by any natural or legal person wishing to purchase tie-in products and/or entry rights for events organized by the said Festival.

These terms and conditions of sale are intended to define the contractual relationship between the Festival d’Avignon and the buyer, whether they are a professional or non-professional entity. The purchase of tie-in products, entry rights, and/or passes, regardless of their price, whether paid or free, implies full knowledge and unconditional acceptance of these general terms and conditions of sale by the buyer. These terms and conditions shall take precedence over any other general or specific conditions not expressly approved by the Festival d’Avignon. The Festival d’Avignon reserves the right to modify its terms of sale at any time. In such cases, the applicable conditions will be those in effect and published on the Festival d’Avignon’s website at the time of the buyer’s order.

The Festival d’Avignon is committed to complying with the prevailing health and safety regulations at every stage of audience reception (ticket sales, venue admission, information services). This includes measures such as mask-wearing, health/vaccination passes, bag checks, and the prohibition of large luggage. The current reception conditions can be consulted on our website.

Spectators and anyone entering the festival venues or premises will be required to comply with these same rules.

Tickets and passes for the Festival d’Avignon are available for purchase:

• on the Festival’s website: festival-avignon.com

• by phone: +33 4 90 14 14 14

• at the Festival’s ticket office (Cloître Saint-Louis, 20 rue Portail Boquier)

• at ticket counters at performance venues (only for the day’s performance)

• at the store of the Festival d’Avignon (located place de l’Horloge)

• at Fnac store ticket counters (France, Switzerland, Belgium) and online at fnacspectacles.com.
  

The dates and times for ticket sales through these various channels will be indicated in the event programme and confirmed (or updated if necessary) on the Festival d’Avignon website: festival-avignon.com.

Tickets are sold at ticket offices and by phone during the opening hours specified in the event programme and on the Festival’s website, as well as through other aforementioned networks, up to three hours before the start of a performance. After this, tickets can be purchased at the venue’s ticket office starting 45 minutes before the performance, subject to availability. Tickets purchased through external sales networks, such as Fnac stores or fnacspectacles.com, are subject to the terms and conditions of the respective retailer. The Festival d’Avignon has no control over these conditions.

Tie-in products are available:

• on the Festival’s website: festival-avignon.com

• at the store of the Festival d’Avignon (place de l’Horloge)

The buyer's confirmation of an order implies their unconditional acceptance of these terms and conditions of sale.
For any further information, please call +33 4 90 27 66 50, Monday to Friday from 10 AM to 12 PM and from 2 PM to 4 PM, except during the festival office’s annual closure periods, which are listed on festival-avignon.com.
In the event of a dispute, only French courts shall have jurisdiction.

2.1 – Entry rights

The entry to any event at the Festival d’Avignon must be justified as follows:

• Either by a physical ticket that includes three distinct parts: two stubs and the main ticket. The complete ticket, including both stubs, must be presented for verification to allow access to the venue.

• Or by a digital ticket, which must include the following information: first and last name or name of the organisation, venue, title and time of the performance, barcode or QR code, and ticket number.

A digital ticket can be presented either printed in A4 format or on a digital device (phone, tablet, or computer). The ticket prices are in euros, all taxes included, regardless of the origin of the order. The maximum number of tickets sold per transaction is determined by the Festival d’Avignon and may vary depending on the event and the sales channel. Information regarding the number of tickets available will be displayed on signs at the entrance of the ticket office at Cloître Saint-Louis when the ticket office opens, as well as on the Festival d’Avignon website. The Festival and 3 clés (3 keys) passes are sold on our website, at the Festival ticket offices, and by phone. These passes provide discounts both on entry tickets and at the Festival's boutique and bookstore The discounts apply as soon as the pass is obtained, and they are not retroactive on tickets or products purchased prior to acquiring the pass. The Festival and 3 clés passes correspond to a service and are not considered tie-in products. Their refund and/or exchange terms are the same as those for entry tickets purchased through the ticket office. See section 2.7. A proof corresponding to a specific rate is required at the time of purchase, when picking up tickets at the ticket office, or at the entrance to the venue. If no proof is presented, the standard rate will be applied. The Festival informs the public about the content of the performances, ensures that there is a match between the performance content and the age of the spectators, and notifies the public about any recordings. These details are provided at the entrance to the venue as well as on the Festival’s website.

2.2 – Availability and seating

The event venues may have numbered or unnumbered seating, depending on the decision of the Festival Management and the type of event. Information about whether a venue is numbered or not for a specific event is available in the edition programme and on the Festival d’Avignon website. The doors open approximately 30 minutes before the start of the performance, unless artistic, technical, health, or safety constraints require the Festival to delay or advance the entry of spectators. The number of available seats per performance for individuals with motor disabilities who require the use of their wheelchair in the venue is determined by the venue's security commission. Individuals with disabilities can contact the Festival, from the opening of ticket sales until the day before each performance, to request specific assistance in the venue by emailing accessibilite@festival-avignon.com. The Festival d’Avignon reserves the right to conduct audiovisual recordings of all its events, which may result in changes to the seating arrangement for spectators. Due to the presence of photographers and audiovisual recording equipment in the venue, spectators may be photographed or filmed. The photos and videos may be broadcast by any media (press, television, internet, etc.) for promotional, educational, informational, and heritage-promotion purposes of the Festival d’Avignon, which each spectator acknowledges and accepts. The presence of audiovisual recording equipment in the performance venue will not affect the performance provided by the Festival. This reason cannot be used as a basis for ticket cancellation and does not entitle the spectator to compensation or a reduction in ticket prices.

 2.3 – Le paiement

Payment for tickets and passes at the ticket office can be made:

• in cash

• by cheque (bank, postal, or traveller’s cheque for foreign transactions) up to a deadline specified in the current programme—the cheque must be made payable to the Festival d’Avignon, dated, and signed

• by credit card

• by holiday voucher (chèque vacances)

Payment for entry tickets on the website festival-avignon.com is made:

• through a secure banking payment platform

• by credit card (only VISA, CARTE BLEUE, or MASTERCARD)

• immediately after the buyer confirms the order

The security of payments by credit card is ensured by the CB Paybox system of PAYBOX SERVICES. PAYBOX SERVICES holds the approvals and certifications from the GIE Cartes Bancaires, VISA, MASTERCARD directly, as well as from private issuers and acquirers, for both its Distance Selling and Proximity Payment services (PAYBOX PROXI). PAYBOX SERVICES is PCI-DSS (Payment Card Industry Data Security Standard) certified by VISA and MASTERCARD. This certification, renewed annually, guarantees a high level of security and integrity for the platform. Electronic payments are secured using SSL (Secure Sockets Layer) encryption and are processed by Paybox.
For more details on the nature and storage of payment-related information, please visit our page "Data Protection of the Festival d’Avignon".

  2.4 – Gift cards

The gift card is a payment method that can be used to pay online, by phone, or at the ticket office of the Festival d’Avignon only. It can be used to pay for all items in the online store, tickets for performances, and discount passes. It is valid from the date of purchase and must be used by 31 December, 2025, at the latest. The minimum amount for a gift card is €30. The available balance on the gift card can be used in one or more transactions. It is possible to pay for the same order using multiple gift cards. Similarly, a gift card can partially pay for a reservation. If the value of the card is less than the amount of the reservation, the beneficiary must complete the purchase with another payment method. If the value of the card exceeds the amount of the reservation, the remaining balance will be credited as a voucher to the beneficiary's account. This voucher must be used by 31 December, 2025, at the latest. The Festival d’Avignon does not guarantee the availability of tickets or specific pricing categories for the performance(s) chosen by the gift card beneficiary. The gift card is non-refundable, even partially. It will not be exchanged or refunded, particularly in the case of loss or theft. A gift card whose validity period has expired cannot be exchanged, extended, or refunded.

  2.5 – Obtaining entry tickets

Entry tickets purchased on the Festival d’Avignon website, at the ticket offices, and by phone (digital tickets):

• are accessible in your Personal Account

• can be downloaded (as a PDF)

• are available in the Client’s digital wallet (Google Wallet, Samsung Wallet, Apple Wallet, etc.)

• are not sent by email for confidentiality and security reasons

• are not sent by post to ensure timely delivery and receipt.

In case of loss or theft, any request for a duplicate ticket can only be made at the Festival d’Avignon ticket office, upon presenting a report filed with a police station.
Entry tickets purchased from our partner FNAC (Fnac stores and fnacspectacles.com):

• must be picked up at Fnac stores during their opening hours. These hours may vary by store and are indicated on the Fanc website.

• may not be picked up at the Festival d’Avignon ticket office or at the ticket offices of the performance venues.

The resale of an entry ticket at a price higher than the one stated on the front is strictly prohibited and may result in penalties as outlined in the code pénal (law of 27 June, 1919).

2.6 – Entry control

The Festival d’Avignon asks its spectators to treat its staff, artists, and other spectators with respect and courtesy. Anyone who does not follow the instructions given by the Festival staff or exhibits incivility towards others in the venue may be asked to leave the performance hall and may be denied entry to future events. Spectators are advised to check the dates, times, and venues of the performances listed on their tickets. Performances start at the time indicated on the tickets. Spectators should arrive early enough to go through security and ticket checks. Access to the venue is only permitted with a valid entry ticket and in compliance with the applicable health and safety regulations. Entry ticket control (regardless of the format: physical or digital tickets, printed or not) is carried out using barcode or QR code scanners when accessing the event for which the ticket is valid. Each ticket grants access to a single seat. In case of multiple prints of a digital ticket, only the first ticket scanned at the access control will be considered valid, automatically cancelling any subsequent tickets presented. An official identification document with a photograph (national ID card, passport, residence card) may be requested during the access control to the venue. The presentation of supporting documents for reduced rates is mandatory during access control to the venue. In case of a dispute, a venue controller is authorised to request that the entry ticket be examined by a third party authorised by the Festival d'Avignon. Each spectator or visitor to an event is required to keep their entry ticket until they have fully exited the event venue. 5 minutes before the time indicated on the entry ticket, numbered seats are no longer guaranteed, and any unpaid entry tickets will be put back on sale. Latecomers will not be allowed entry into the venue, and no refunds or compensation of any kind will be provided. Any exit from the performance venue during the event is final.

2.7 – Event cancellation

The cancellation or rescheduling of an event may be decided by the management of the Festival d’Avignon at its sole discretion or at the request of the authorities, for any reason (force majeure, prefectural decision, artistic or technical reasons, weather conditions, national mourning, etc.). Depending on the nature of the event's disruption, the Festival d’Avignon reserves the right to offer a rescheduling option, a refund, or an immediate alternative solution at another location. In the event of cancellation, entry tickets will primarily be transferred to another session of the same event or to another event, based on availability and the schedule. If rescheduling is not possible, or at the buyer's explicit request, refund requests must be made to the Festival d’Avignon by the deadline communicated by the Festival, via press release, email, or the Festival's website, and no later than 30 days after the last day of the Festival d’Avignon. (No rescheduling or refund will be made beyond this deadline.) For any refund of entry tickets: Regardless of the payment method used when purchasing the entry ticket, refunds via bank card through Paybox will be prioritised. If necessary, the ticketing service will contact any ticket holder to complete the refund process. Only the price stated on the entry ticket will be refunded, excluding any additional costs (management fees, transportation, accommodation, parking, etc.).

Exception: If a performance is cancelled after the event has started, the rescheduling or refund of the entry ticket will only be possible if the performance has not reached either the first intermission or half of its duration (in the absence of an intermission). The estimated duration of the performance is stated in the season programme and applies to all events of the Festival d’Avignon.

2.8 – Refund or exchange of the entry ticket at the public's request

No refund can be made at the public's request, except for the following two exceptional cases: death or hospitalisation of at least one of the ticket holders. In these two cases, proof will be required at the ticket counter for any refund. Refund requests will be reviewed on a case-by-case basis with the utmost attention by our services and will be processed as quickly as possible. Depending on the volume of refund requests, processing may take place in September following the Festival. Regardless of the cause, no refund request will be considered more than one calendar month after the end of the edition. Changes in distribution may occur in the programme announced on the website or in the programme. These cannot give rise to any exchange or refund. Refunds for entry tickets issued by resellers external to the Festival d'Avignon, including Fnac stores and the fnacspectacles.com website, are subject to the general sales conditions of these resellers.

2.9 – Right of withdrawal

In accordance with Article L. 121-20-4 of the Code de la Consommation, the buyer cannot exercise their right of withdrawal concerning leisure services (such as performances) that must be provided on a specific date or within a specified period. These services will therefore not be refunded, as they are explicitly designated as such to buyers in the program. The same applies to the Festival and 3 Keys passes.

2.10 – Obligations inside the venue

The acquisition of an entry ticket implies full adherence to the venue's internal regulations, as well as compliance with the Vigipirate security protocols in force. The Festival d'Avignon commits to implementing all necessary measures to ensure the safety of its spectators, in accordance with the national protocols in force. Presence in a venue implies a respectful attitude towards all individuals (audience or Festival d'Avignon staff). It is forbidden to smoke (including e-cigarettes), eat, or drink alcohol in the event venues. It is forbidden to photograph, film, or record any type of event taking place within any of the Festival d'Avignon venues, except for specific provisions. Mobile phones must be turned off in the event venues, except for specific provisions. Animals, except in exceptional cases (guide dogs or assistance animals), are prohibited

2.11 – Complaints

Any dispute, regardless of its nature, must be made in writing no later than 48 hours after the performance by emailing resaweb@festival-avignon.com. The number of tickets, location, date, and time of the event must be verified by the spectators at the time of purchase. No subsequent claims will be considered. The Festival disclaims any responsibility for damages, of any kind, that may affect belongings, objects, or materials. Spectators are responsible for any direct or indirect damage they may cause during their presence at the Festival.

3.1 – Products and availability

The Festival d’Avignon online sales site provides written details of the essential characteristics of the products offered in the online store, including:

• name

• size

• delivery method: shipping costs are calculated based on the package’s weight and/or the type of packaging required for shipping and the delivery zone; for certain items, the buyer must request a shipping quote from boutique@festival-avignon.com

• price in euros, including all taxes

In the event of an error or omission in these descriptions, the Festival d’Avignon cannot be held liable. The photographs illustrating the products are for reference only and have no contractual value. At any time, the buyer may request further details about the products for sale by email at boutique@festival-avignon.com or by phone at +33 4 90 27 66 50. Only the products listed on the website at the time of the buyer's consultation are available for purchase, subject to stock availability. Furthermore, the Festival d’Avignon cannot be held responsible for any errors regarding product availability indicated on its online store. For any online order placed through the website, the delivery timeframe cannot be guaranteed.

3.2 – Payment

Payment for merchandise purchased on the website festival-avignon.com is made:

• on a secure banking payment platform

• by credit card (only VISA, CARTE BLEUE, or MASTERCARD)

• immediately after the buyer confirms the order.

The security of payments by credit card is ensured by the CB Paybox system of PAYBOX SERVICES. PAYBOX SERVICES holds the approvals and certifications from the GIE Cartes Bancaires, VISA, MASTERCARD directly, as well as from private issuers and acquirers, for both its Distance Selling and Proximity Payment services (PAYBOX PROXI). PAYBOX SERVICES is PCI-DSS (Payment Card Industry Data Security Standard) certified by VISA and MASTERCARD. This certification, renewed annually, guarantees a high level of security and integrity for the platform. Electronic payments are secured using SSL (Secure Sockets Layer) encryption and are processed by Paybox.

For more details on the nature and storage of payment-related information, please visit our page Data Protection of the Festival d’Avignon.

3.3 – Right of withdrawal and damages

In accordance with the provisions of Article L.121-18 of the Code de la Consommation, the buyer has a period of 14 days to return, at their own expense, items purchased from the Festival d’Avignon online store. This period starts from the day of reception of the ordered product. After this period, any product will be considered compliant and accepted by the buyer, and the Festival d’Avignon reserves the right to refuse an exchange or refund. If the buyer exercises their right of withdrawal, they may request either a refund of their order or an exchange of the product for one of strictly equivalent quality and price. The buyer must send the concerned product(s) in their original, intact packaging to the following address:

Festival d’Avignon
Service Accueil du public et billetterie
20 rue du Portail Boquier
84000 AVIGNON

Returned items that are incomplete, damaged, used, or soiled will not be accepted, and return costs are entirely the responsibility of the buyer, except for products with damages noted on the delivery receipt. These return and/or refund requests must be accompanied by proof of purchase. Requests that may be accepted by the Festival d’Avignon will only be considered if its responsibility is engaged and if the returned product matches the buyer’s declaration. If a refund is approved, the Festival d’Avignon commits to reimbursing the total amount paid, excluding return costs, no later than 30 days from the date the request was made by the buyer. The refund will be automatically processed via Paybox to the credit card used for the purchase.

3.4 – Shipping

Any order placed on the online sales site will be shipped within a maximum period of 30 days. This period may be extended, particularly during office closure periods, as indicated on the Festival d’Avignon website. In the event of an error regarding the availability of the ordered product, the Festival d’Avignon will inform the buyer as soon as possible. The buyer will then have the option to replace the product with another of equivalent quality and price or to cancel the order and receive a refund within the same timeframe as the aforementioned refunds.

 3.5 – Delivery

Delivery can only take place once the order has been confirmed by the buyer, the payment has been made, and validated by the payment center. In the event of refusal by the payment center, the order will be automatically canceled. The products are sent to the address provided at the time of the order. The buyer is required to verify the completeness and accuracy of the information provided, and the Festival d'Avignon cannot be held responsible for any errors in the information provided and the consequences that may arise from them. In this context, if the delivery fails, the re-shipping costs will be entirely at the buyer's expense. In the event of non-compliance or defects in the delivered product, the buyer must inform the spectator service via email at: boutique@festival-avignon.com

In accordance with the law relating to data processing, files, and freedoms of 6 January, 1978, personal information related to buyers may be subject to computerized processing. Each buyer has the right to access and rectify their data in accordance with the law of 6 January, 1978. To do so, a written request must be sent to the Festival d'Avignon at the following address: rgpd@festival-avignon.com
The Festival d'Avignon archives orders and invoices on a reliable and durable medium, constituting a true copy in accordance with the provisions of Article 1348 of the Code civil. The computerized records of the Festival d'Avignon will be considered as proof of communications, orders, payments, and transactions between the parties.
All information regarding the general regulations on personal data is available and downloadable on the Festival d'Avignon website

The present general terms and conditions of sale are governed by French law. Any dispute regarding the interpretation and/or execution of this contract will be under the jurisdiction of the competent French courts.

The unique identifier of the Festival d'Avignon assigned by ADEME is FR232904_03FWOO.