Terms and Conditions of Sale

Terms and conditions of sale were last updated May 2017, and are valid for all purchases made on or after this date.

The sale of products on this site is undertaken by
Billetlugen A/S (“Billetlugen”)
Mosedalvej 14,
DK-2500 Valby,

Business Registration number (CVR): 29413274.
You can contact Billetlugen on email: kundeservice@billetlugen.dk or on tel.: +45 70 263 267.

Conclusion of agreement

The agreement only takes binding effect for the organizer and the ticket holder (“you”) when Billetlugen has registered and received your payment, and you received a confirmation email.

NOTE: Billetlugen is only distributer of the tickets on behalf of the organizer. Billetlugen itself does not act as organizer or promoter for the event offered. These events are solely conducted by the respective promoter. Subsequently, this means that the organizer is your contracting party and thus the organizer – and not Billetlugen – who is responsible for complying with the agreement. Any matters concerning compliance with the agreement is to be clarified with the organizer. The name of the organizer appears from the event description.

The purchase agreement is subject to the general rules of Danish law, unless other rules regarding consumer protection are applicable in the country of your residence.

Purchase of ticket

In order to make your purchase at billetlugen.dk, you must do the following:

1. Search and find ticket(s).
2. Log in if you are already a customer. If you are not already a customer, you can easily create your account.
3. Select type of delivery.
4. Enter customer data.
5. Select method of payment.
6. Accept the terms and conditions.
7. Check whether all details are correct.
8. Approve purchase.

Your order confirmation will now appear on your screen, and within a few minutes, you will receive your order confirmation by email.


Billetlugen sends tickets all over the world. If you have selected standard post as type of delivery, the tickets are sent to you as soon as possible, and you will receive them 5-7 business days after your purchase. For tickets sent abroad, including the Faroe Islands and Greenland, however, you should expect a delivery time of up to 14 days. The tickets are sent to you by regular mail to the address you have stated on purchase. However, if the event takes place within a short period time, the letter will be sent as express post.

Billetlugen's barcode system ensures that the ticket you receive cannot be copied or otherwise forged. Accordingly, it is not necessary to send a registered letter, so you do not need to be at home when the tickets arrive by mail.

Please note that prolonged delivery time can occur with certain events. You will always receive an email, when the tickets have been sent by post to your address.
If you have bought your ticket as “Print@Home”, you will receive your ticket on your email as soon as possible after the purchase. If you do not receive the email with the ticket within 24 hours of the purchase, please contact our Customer Service on tel. +45 70 263 267 or email to kundeservice@billetlugen.dk

If the tickets are to be used on the same day, you can bring photo ID to the event, and the staff will try to help you.

If you have bought tickets with “Mobile Ticket” as your delivery option, you will see a link where you can retrieve your tickets on the order confirmation page. In the email confirmation, which you will receive shortly after your purchase, there will also appear a link that guides you to your order history.

If you do not download your tickets from the order confirmation page right away, or you do not receive an email confirmation, you can log into “My Billetlugen” via www.billetlugen.dk and download your mobile ticket. If you have problems with accessing your customer account on www.billetlugen.dk, you can contact Billetlugen’s Customer Service on +45 70 263 267.


All prices are inclusive of any applicable taxes and ticket fee but exclusive of any delivery fee or other fee. The costs will appear separately before the payment is completed, and be a part of the total amount in the purchase process.

You can pay for your tickets by Dankort, MasterCard and VISA. All communication between you and Billetlugen.dk is encrypted.

Payments using Visa and MasterCard are processed by our partner CTS Eventim & Co. KGaA, Contrescarpe 75 A, 28195 Bremen, Germany, which is Billetlugen´s associated company.Payments using Dankort will be processed by Netaxept.

Card type – Fee (incl. VAT)
Dankort, VISA/Dankort 0 – 50.00 = DKK 0.88
Dankort, VISA/Dankort 50,01 – 100.00 = DKK 1,38
Dankort, VISA/Dankort over 100.00 = DKK 1.74
MasterCard issued in Denmark = 1.00% of the transaction amount
MasterCard issued in other countries = 1.00% of the transaction amount
VISA = 1.00% of the transaction amount

Credit card fee will not be refunded in case of cancellation.

Ticket fee, costs of delivery and administration

You always pay a ticket fee in addition to the ticket price. The ticket fees start from min. DKK 20.00 per ticket.

Shipping fees depend on where the ticket is to be sent.

The delivery cost to addresses in Denmark is DKK 40.00 per transaction.
The delivery cost to addresses in other countries is DKK 75.00.

When contacting our Customer Service to buy a ticket, you will be charged an expedition fee of DKK 25.00 regardless of the number of tickets.

All prices include VAT and taxes.

The ticket

The ticket with the printed barcode is your access card to a specific event. The ticket is only valid if the barcode has been activated. I.e., tickets, which have been cancelled at Billetlugen because of loss, etc., are not valid access cards. The barcode will only be accepted once. This means that the ticket cannot be copied or otherwise attempted used more than once.

If you are prevented from participating in an event, you are free to give your ticket to a friend. However, there may be some events where ID is demanded at the entrance, but if so, this will appear clearly from the website and from the ticket.

It is not permitted to transfer purchased tickets for commercial or other business purposes, such as:

- Use of tickets as prizes in competitions or similar, without having obtained prior approval from the concert organizer as well as the artist

- Transfer of tickets where such transfer is made as a bonus for other services, e.g. sale of travel, restaurant visit, hotel stay and similar, without having obtained prior approval from the concert organizer as well as the artist.

- All professional business sale or other transfer of tickets, irrespective of the price.

Please note that according to the Act, (2007 – 05 – 23 no. 458), regarding resale of tickets to cultural and sporting events, it is illegal to seek to achieve a profit through resale of concert tickets.

If the ticket is used or transferred for commercial purposes, Billetlugen shall cancel the ticket. Billetlugen have the rights to invoice all costs related to the cancellation as a consequence of misuse, with a minimum of DKK 500.00 per ticket.

Registration of card information

When purchasing tickets at Billetlugen.dk, you can save your card information for future purchases. For security reasons, you will be asked to provide the 3-digit security code for every purchase.

Your card details will be carefully stored and are not used to other purposes other than completion of your purchase at Billetlugen.dk. You can revoke your consent to store your card details at any time, either in connection with future purchases or you can contact kundeservice@billetlugen.dk


If the ticket is lost before the event, Billetlugen is able to issue a new ticket for you.
If you do not receive the ticket by mail, Billetlugen is able to print a new ticket for you without cost and risk to you as a customer. The new ticket will have a new barcode, whereas the lost ticket will be cancelled and can no longer be used at the entrance. You should contact Billetlugen with a wish for reprint NO LATER THAN 30 BUSINESS DAYS after your purchase. After 30 business days, it is your responsibility if the ticket is lost, and you will then pay for reprint of the ticket.

The fee for reprint of a lost ticket is DKK 60.00 of service charge as well as the ticket fee per ticket and the delivery fee if sent by post. This does not apply for mobile tickets as they are free of change to resend.

When the reprint has been completed, it is not possible to regret the reprint as the original tickets have been cancelled.

Ticket changes

Billetlugen does not change tickets, neither within price categories, different seats, nor date.


An event has been cancelled if the event is not performed at all. Changes to the repertoire, the date, partial performance of the event, etc. are accordingly not considered cancellation, and the money will normally not be refunded. However, read the information about the event.


Purchased tickets will only be refunded in the event of cancellation. The individual organizer is your contracting party and thus liable to refund the ticket price in case of cancellation. Billetlugen will carry out the refund on behalf of and on request by the organizer. The repayment will be transferred to the card used when purchasing the tickets.

As distributor, Billetlugen is not liable for your losses arising from the organizer´s suspension of payments, bankruptcy, cancellation of event or due to other defects regarding the event. Consequently, you waive any right to make claim against Billetlugen.

NB! Charged ticket fees, other fees, cancellation insurances as well as any delivery costs paid when purchasing the ticket, will not be refunded in case of cancellation/relocation.

There is no right to revoke tickets purchased at Billetlugen.



Personal data

Billetlugen register and use personal data in accordance to our Cookies and Privacy Policy.


Any type of complaint relating to the event is to be addressed to the organizer, as this is your contracting party However, if you are unsatisfied with anything in connection with your purchase of tickets, please contact Billetlugen's Customer Service at kundeservice@billetlugen.dk or by phone +45 70 263 267.

Should you not find a solution with the organizer, you can make a complaint to The Consumer Complaints Board (Center for Klageløsning), Nævnenes Hus, Toldboden 2, DK-8800 Viborg if the requirements are met. The complaint to the Consumer Complaints Board can be made via www.forbrug.dk. When submitting the complaint, you need to state the organizer´s email address.

Furthermore, you can use the European Commission´s online Dispute Resolution in order to make a complaint. This is in particular relevant if you are living in another EU country. The complaint is to be submitted via: http://ec.europa.eu/odr. When submitting the complaint, you need to state the organizer´s email address.


Billetlugen reserves the right to cancel issued tickets against refunding the ticket price and ticket fees.

Billetlugen makes reservations for errors in details about prices and for sold-out events.

Billetlugen reserves the right to change the seating within the same ticket category as well as to move to a different category against repayment of a potential difference in price to the customer.

Billetlugen is solely liable to the ticket buyer's potential direct loss if such liability exists within the general rules of Danish law. The liability of Billetlugen in such events is limited to the ticket fee.