Terms and Conditions of Sale and Delivery at ALICE

1. General information

At ALICE, we sell tickets to our own events. In certain cases, ALICE only facilitates ticket sales on behalf of an external organiser. In such cases, it will be stated in the event information that the event is organised by an external organiser.

Where an event is organised by an external organiser, that external organiser is responsible for the performance of the event, its content, any changes, and any cancellation. In such cases, ALICE acts solely as an intermediary for the ticket sale, unless expressly stated otherwise.

Ticket sales take place primarily via our website, but may also take place through our physical box office at our address (door sales at the event) or by telephone prior to the event.

These terms and conditions of sale and delivery set out the terms applicable to the purchase of tickets, memberships, and any other products purchased through our website. Special terms applicable to a specific event may also appear on our website.

By purchasing through our website or box office, you accept our terms and conditions of sale and delivery. If you cannot accept these terms and conditions, you should not make a purchase.

2. Tickets

Tickets may only be purchased as digital tickets. However, the digital ticket may be printed as a PDF and brought to the concert for scanning at the entrance. Digital tickets may also simply be presented on a smartphone at the entrance.

A ticket grants admission for one person to the event for which the ticket was purchased. The date and time of the event are stated on the ticket and in the sales process.

If you have lost your ticket prior to an event, please check your email for a digital copy. If you cannot find it there, you must contact ALICE well in advance of the event.

Tickets may be transferred unless it is stated on the ticket that the ticket is personal and therefore non-transferable. Membership tickets and youth tickets are non-transferable, as these are personal and require proof of membership or ID. Tickets may not be resold at a price higher than the ticket’s original price, cf. section 1 of the Danish Act on Resale of Tickets to Cultural and Sporting Events. Furthermore, tickets may not, without our permission, be offered in competitions, sold, or otherwise transferred in connection with commercial activity.

Tickets may not be copied or otherwise used more than once. ALICE accepts no responsibility for the validity of tickets not purchased through our ticketing system.

We recommend purchasing through our website in order to ensure the validity and price of the tickets and to give us the best opportunity to keep you informed of any changes to or cancellations of events.

3. Accessibility

Wheelchair users may purchase tickets to our concerts, but wheelchair users are strongly encouraged to contact us a few days before the concert so that we are aware that wheelchair users will be attending. This enables us to provide better guidance and help ensure that there is sufficient space for everyone at potentially sold-out events. Any companions accompanying wheelchair users may be admitted free of charge. If you need to bring a companion and hold a valid companion card, please email us at info@alicecph.com prior to the concert. We will then be able to generate a free companion ticket for you.

4. Right of withdrawal

As a general rule, there is no right of withdrawal for the purchase of tickets to cultural and leisure events taking place on a specific date or within a specific period, pursuant to the rules of the Danish Consumer Contracts Act in force from time to time.

For memberships, gift cards, merchandise, and other products or services, the general rules on the right of withdrawal under the Danish Consumer Contracts Act apply, unless the purchase is, by its nature, exempt from the right of withdrawal under applicable law or unless otherwise expressly stated in connection with the purchase.

If a membership or gift card is used before the expiry of the withdrawal period, the right to reimbursement may lapse in whole or in part.

For merchandise, the item must be returned in accordance with the general rules on the right of withdrawal. If the item has been used beyond what is necessary to determine its nature, characteristics, and functioning, the customer may be liable for any diminished value.

The absence of a right of withdrawal for tickets means that tickets cannot, as a general rule, be returned, exchanged, or refunded, unless otherwise follows from mandatory law or the specific terms applicable to the event.

5. Merchandise

At some of our events, you may have the opportunity to purchase merchandise. Sales typically take place at a designated table inside our venue. At some events, we are the seller of the merchandise. In other cases, the music artist is the seller. In the latter case, the music artist is responsible for the goods sold.

6. Merchandise purchased via the website

When purchasing merchandise on ALICE’s website, consumers generally have a 14-day right of withdrawal in accordance with the rules of the Danish Consumer Contracts Act.

The withdrawal period expires 14 days after the day on which you, or a third party designated by you who is not the carrier, obtains physical possession of the goods.

Before the expiry of the withdrawal period, you must inform us that you wish to exercise your right of withdrawal by sending an unequivocal notice by email or post.

If you have withdrawn from the purchase, the item must be returned to us without undue delay and no later than 14 days after the date on which you informed us that you wished to withdraw from the purchase. The deadline is met if you return the item before the expiry of the 14-day period.

You are responsible for the direct costs of returning the item, unless otherwise stated.

7. Purchase and delivery

You pay for your purchases immediately upon placing the order. Your purchase becomes binding when we have received and registered the payment. Communication relating to electronic payment takes place in encrypted form. Information concerning your payment card is sent directly to the card acquirer (Nets).

After making a purchase, we encourage you to check whether the amount charged to your bank account is correct, particularly if there is any doubt as to whether a purchase has been completed, for example if an error message appears during a purchase on our website before the receipt page is shown.

We deliver digital tickets only to the email address provided during the purchase process.

If you have not received a confirmation email or the tickets within 24 hours after making the purchase, you must contact ALICE. Before contacting us, please check whether the confirmation email or your tickets have been placed in your spam folder.

When you receive your tickets, we encourage you to check that the tickets contain the correct information. If the information does not correspond with what was purchased, you must contact us.

The provisions of the Danish Sale of Goods Act concerning defects apply to purchases made from us.

8. Ticket fee and ticket price

All prices on ALICE’s website are stated in accordance with applicable consumer law rules. The first price stated for a ticket is the total price which the customer must at a minimum pay, including VAT, ticket fee, and any other mandatory costs.

Later in the purchase flow, the total price may be specified further by stating the individual components of the price, including the ticket price, fees, charges, and any other costs. Such specification is provided solely as a clarification of the total price.

As a general rule, ALICE charges a ticket fee of DKK 15 per ticket. The ticket fee constitutes an administrative fee related to the processing and handling of the ticket purchase and is therefore, as a general rule, non-refundable, including in the event of cancellation, changes, or other adjustments to the event, unless otherwise follows from mandatory law.

In special cases where additional administrative costs are associated with the event or the handling of the tickets, a higher ticket fee may be charged. Any increased ticket fee will always be clearly stated in connection with the purchase, including in the specification of the total price during the purchase flow.

9. Changes to events

In certain cases, it may be necessary for us or an external organiser to change an event after tickets for the event have been placed on sale. Such changes may, for example, include:

content of an event
the event line-up (musicians etc.)
the date or time of an event
whether there will be an interval during the event
the practical arrangements relating to the holding of an event
whether the concert is seated or standing.

We reserve the right to make objectively justified changes to the event. In the event of material changes, we will inform ticket buyers as soon as possible using the contact details provided by the customer in connection with the purchase.

If an event is moved to another venue within a reasonable geographical distance from the originally stated venue, and the date and start time are otherwise maintained, this will generally not in itself be considered a cancellation. In such cases, the tickets will remain valid for the new venue.

If the relocation or another change, following a specific assessment, must be considered materially detrimental to the customer, or if the customer is disproportionately affected by the change due to specific documented circumstances, the customer may contact ALICE within a reasonable time after the notice of the change for the purpose of an individual assessment of exchange or refund.

If we change a ticket from one ticket category to another, cheaper ticket category, we will refund the price difference.

10. Cancellation of events

If we or an external organiser are unable to carry out an event, the event will be cancelled. Depending on the circumstances, cancellations may occur right up until the start of the event. Cancellations may, for example, occur due to illness, travel difficulties, orders from public authorities, or significant technical or safety-related issues.

If an event organised by ALICE is cancelled, we will refund the ticket price to the original purchaser within a reasonable period. A separately stated ticket fee is, as a general rule, non-refundable. If the ticket fee was not stated as a separate item, the full amount paid will be refunded.

If an event can only be carried out with a limited audience, the event will be deemed cancelled in respect of those ticket holders who cannot be offered admission, and such ticket holders will receive a refund of the ticket price within a reasonable period.

If ALICE has only facilitated ticket sales on behalf of an external organiser, and this has been clearly stated in connection with the purchase, the external organiser is responsible for carrying out the event and for any refund in the event of cancellation, unless otherwise expressly stated.

11. Cancellation of tickets

We reserve the right to cancel issued tickets if the ticket was issued as a result of an error or if the ticket has subsequently become invalid, for example due to cancellation of the event or replacement of a lost ticket.

12. Communication and information

In order to provide the best possible service in connection with ticket purchases and events, we communicate with you digitally by email and SMS. We therefore recommend that you update your user profile with us or alternatively contact us at info@alicecph.com if you change your email address or telephone number in the period between purchasing the ticket and the event, so that we have the best possible opportunity to keep you informed regarding the event.

We will do our best to contact you and inform you of any changes to or cancellations of events. However, there may be situations where we are unable to reach all guests for an event. As you are responsible for keeping yourself informed about the time of an event or whether an event has been cancelled, we recommend that you check the event page on our website on an ongoing basis and on the day of the event.

13. Limitation of liability

ALICE is not liable for indirect loss, including operating loss, loss of profit, loss of earnings, or other consequential loss that the customer may suffer in connection with the change, postponement, or cancellation of an event, unless otherwise follows from mandatory law.

Accordingly, ALICE is generally not liable for any consequential costs incurred by the customer in relation to transport, accommodation, food, or similar in connection with the event.

For events where ALICE acts solely as an intermediary for an external organiser, ALICE accepts no responsibility for matters relating to the performance, content, cancellation, or changes to the event, to the extent that such responsibility rests with the external organiser and this has been clearly stated to the customer in connection with the purchase.

We reserve the right that errors may occur in information relating to our events on the website and in printed programmes, and that events may be sold out without this necessarily being immediately reflected on the website.

14. Customer service and complaints

If you have any questions or complaints regarding our events, or events held by external organisers at our venue, you may contact us by email at: info@alicecph.com.

If you are a consumer and we are unable to resolve your complaint, you may submit a complaint to Nævnenes Hus, Centre for Complaint Resolution, via the complaint portal at forbrug.dk.

A complaint may thereafter, where relevant, be brought before the relevant consumer complaints board in accordance with the rules in force from time to time.

15. Protection of personal data and data security

In connection with your order, we process your personal data for the purpose of being able to provide tickets, products, and services to you. Communication with you by email may, in this connection, be stored and documented.

We only disclose or transfer your personal data to our system suppliers and other data processors in accordance with applicable data protection law, including the General Data Protection Regulation (GDPR) and the Danish Data Protection Act, and on the basis of relevant data processing agreements or equivalent legal bases for processing.

Under the rules in force from time to time, you have the right of access to the personal data we process about you, and you may also request rectification, erasure, restriction of processing, and object to the processing, to the extent permitted by law.

Please also see our privacy policy on our website for further information about our processing of personal data.

16. Updates to the terms and conditions of sale and delivery

We regularly update these terms and conditions of sale and delivery, for example as a result of technical changes, new business models, or relevant legal requirements and regulations. The terms and conditions of sale and delivery in force at any given time are available on our website and at our box office.

These terms and conditions were last updated on 6 May 2026.