How we process customers' and users' personal data within the company and what terms and conditions apply to purchases from the Royal Swedish Opera.
Terms and Conditions of Purchase and Delivery – Kungliga Operan AB/The Royal Swedish Opera
General information
The following terms and conditions apply when private individuals (you) make an online purchase on operan.se ("the web page"), with our customer service or at the box office. This is an agreement between you, the customer, and Kungliga Operan AB.
Kungliga Operan AB.
Corporate identity number/organisation no: 556190-3294
Address: Box 16094, SE-103 22 Stockholm, Sweden
Telephone: +46 (0)8 791 43 00
E-mail: [email protected]
All prices are in SEK and include VAT. We reserve the right to change prices without prior notice. The price applicable at the time of ordering is the one that applies regardless of whether the price goes up or down afterward.
The Purchase Agreement
The purchase agreement is subject to the legal rules of Swedish legislation. The agreement is made between you and Kungliga Operan AB (org no: 556190-3294).
All attempts at fraud will be reported to the police, and Kungliga Operan reserves the right to cancel the purchase if fraud is suspected. Kungliga Operan also reserves the right to refuse the purchase of tickets or other products if the Opera suspects that the purchase is made for resale purposes.
To make a purchase via the website, you must accept the terms and conditions. By accepting the terms and conditions, you agree to follow them in their entirety. Furthermore, you acknowledge and confirm that you have read the information about personal data and accepted the use of cookies.
All users who wish to shop via the website and manage purchased tickets there must create a customer account. Under your customer account, you can, among other things, see your previous purchases, upcoming events, manage your upcoming events (change date and seats), and change your personal information or preferences regarding email newsletters. When you have an account with us, you can also log in at any time to resend your tickets to your registered email address.
Payment
On our website
In collaboration with Swedbank PayEx Holding AB (org. no: 556714–2798), a third-party payment service provider, Kungliga Operan AB offers debit and credit card payments as well as Swish when you shop on the website.
On the website, you can pay for your tickets with Mastercard, VISA, and American Express. All communication between you and the website is encrypted, which means that no one else can see your card information. Swedbank PayEx Holding AB can save your card details in their PCI-secure environment to simplify future purchases with pre-filled card details.
An order confirmation is automatically sent to the email address you have provided in your customer account with Kungliga Operan AB.
At the Box Office
You can pay for your tickets with Mastercard, VISA, American Express, UnionPay, JCB, and Diners. When you pay at the box office via a card terminal, the payment is handled by the payment service provider Verifone Stockholm AB (org. no: 556567-2200).
An order confirmation is sent to you at the email address you provide when Kungliga Operan AB receives your order at the box office. You will receive the tickets physically on-site, and they will not be sent to your email address.
Fees
If you choose the delivery option "post", Kungliga Operan AB will print your ticket and send it to the postal address you provided at the time of booking. The "post" delivery option generates a fee of 50 SEK per shipment and must not weigh more than 100 grams. Kungliga Operan AB only sends tickets within Sweden, and the delivery time is up to 5 working days. We reserve the right for delivery delays that may occur in connection with holidays.
The "Pick up at our box office" delivery option generates a fee of 30 SEK per ticket when purchased on the website. Collection can only take place during the box office's normal opening hours, according to the information provided on the website. You, as a consumer, are responsible for collecting the tickets in good time before the performance starts.
When purchasing at the box office, via phone, or email, a service fee of 30 SEK per ticket is added. The charged service fee, as well as any delivery fees, are non-refundable in the event of a canceled event.
Tickets
Each individual booking has an order number, and each ticket in the booking has a unique QR code. When you buy a ticket from Kungliga Operan AB, you, as a consumer, are ultimately responsible for ensuring that the order is correct. Therefore, it is important that you check the details of your event, such as time, day, location, and type of ticket before completing the purchase.
The type of ticket you have purchased must be verified with an ID in connection with the scanning of your ticket. It is not allowed to transfer purchased tickets for commercial or other business purposes.
If this provision is violated, we reserve the right to cancel the ticket.
Your ticket can be delivered to you in the following way
E-ticket/PDF
An E-ticket is a PDF file sent to the email address specified in your customer account. You can display your ticket on your mobile phone or in printed format. The ticket contains a unique QR code that is scanned upon your visit. The ticket with the printed QR code is a valuable document that grants you access to your purchased event. The QR code is only valid once.
Physical tickets
The physical ticket also contains a unique QR code that is scanned upon your visit. The ticket with the printed QR code is a valuable document that grants you access to your purchased event. The QR code is only valid once.
Gift Cards
The gift card is valid for 1 year from the date of issue and cannot be redeemed for cash. It is not valid in the restaurants, cafes, and cloakrooms. Gift cards are only delivered digitally to your registered email address in the customer account. Note that gift cards are not available in customer accounts on the website. We do not replace gift cards in case of loss.
Refunds
Purchased tickets are only refunded in the event of a cancelled event. Tickets paid for directly at the time of booking are considered purchased. Refunds are made by issuing a gift card sent to the email address you have provided in your customer account on the website (see the above terms for gift cards). If you wish to receive a refund to your bank or credit card (or via Swish if it was used as a payment method), you must contact customer service yourself (contact details can be found on the website). Requests for refunds must be made within 1 month of the canceled event. If this is not done, the customer is not entitled to a refund. The charged service fee, as well as any delivery fees, are non-refundable. The Distance Contracts Act does not apply to the purchase of event tickets (in Swedish) ».
Refunds for Businesses
Refunds for a canceled event only apply to purchased tickets for Kungliga Operan's events. Additional costs such as travel (train, flight, bus, boat, etc.), accommodation, guides, administration, food, etc., will not be reimbursed by Kungliga Operan AB.
Exchanges
Purchased tickets can be exchanged for another performance that is available for purchase on the website at the time. Exchanges can be made subject to availability no later than 1 working day before the performance date. The exchange can be made both via your account on the website, at the box office, or by contacting customer service. If you exchange for a more expensive ticket, you pay the difference at the time of the exchange. If you exchange your ticket for a cheaper one, you will not receive the difference back.
At the box office and when contacting customer service, a fee of 30 SEK per ticket is added for an exchange.
Purchased tickets with a group discount cannot be refunded or exchanged.
Exchange of a ticket in a subscription
If you have signed up for a subscription, you can exchange tickets for another date within the same production, subject to availability, no later than 1 working day before the performance date. When exchanging, you will not receive the subscription discount on the exchanged performance but will pay the regular price. If you exchange for a more expensive ticket, you pay the difference at the time of the exchange. If you exchange your ticket for a cheaper one, you will not receive the difference back.
You can make exchanges yourself and at no cost via your customer account on the website. At the box office and when contacting customer service via phone or email, a fee of 30 SEK is added.
Cancellation of Educational Activities
Schools that have booked educational activities within the framework of Unga Operan's operations have the following cancellation conditions:
– For changes or cancellations later than 7 days before the visit, 100% of the amount will be charged.
– For changes or cancellations later than 14 days before the visit, 50% of the amount will be charged.
Activities to which these cancellation rules apply include: Workshops at schools, Morning at the Opera, specially ordered concerts for schools, and Meet the Professionals. Activities may be revised during the season.
Kungliga Operan's Partners and Donors
For Kungliga Operan's partners and donors, special rules may apply that differ from those stated in the terms and conditions. As a partner or donor, you can contact Kungliga Operan's concierge service for more information.
Donation
All donations are in SEK and without VAT. There is no right of withdrawal for a donation. For current donation certificates and collections, see the website. Donation certificates can be collected at Kungliga Operan's box office. For those who do not live in Stockholm, it is possible to have the donation certificate sent by mail for a postage fee.
Reservation
Reservations can only be made on-site at the box office or by contacting customer service. Ticket reservations are valid up to 10 days after the booking date.
Reservations for groups (organizations, companies, and schools) are valid up to 2 months before the performance date. The validity period of your reservation is stated in your account.
Loss
Lost physical tickets are not replaced. If you choose an E-ticket/PDF, you can log in to your customer account to resend your tickets. Note that your old ticket is no longer valid if you have received a new ticket printed, sent via email, or sent by mail.
Complaints
We follow the General Complaints Board's recommendations and Swedish law. Complaints must be made within a reasonable time after the error has been discovered, but no later than 3 working days after your visit. For questions about the meaning or if you are dissatisfied with something in connection with your ticket purchase, you can contact us here »
More information for EU citizens can be found here The European Online Dispute Resolution »
Personal data
When you buy tickets at The Royal Swedish Opera, you provide information about yourself so that we can arrange tickets in a safe and easy way. The Royal Swedish Opera is responsible for handling personal data in accordance with the current Data Protection Regulation (GDPR). Read about how The Royal Swedish Opera handles personal data and about your rights below.
Changes to the terms and conditions
Kungliga Operan AB reserves the right to make changes to the terms at any time.
If you do not wish to accept changes to the terms, or for any reason no longer wish to have a customer account with Kungliga Operan AB, you have the right to close your account by contacting us here »
Personal Data Policy (Customers)
At Operan we prioritise your personal integrity, and always seek to achieve a high level of data protection (for example, we would never sell your personal data to another company). This integrity policy explains how we collect and use your personal details. It also describes your rights and how you can assert them.
It is important that you study and understand the personal-data policy and feel secure about the way we process your personal data. Please always feel free to contact us if you have any questions. By referring to the table of contents below, you can easily navigate to the sections that particularly interest you.
Table of Contents
- What is personal data, and what does the processing of personal data entail?
- Who is responsible for the personal data processed by Operan?
- What personal data about you as a customer does Operan process, and for which purposes?
- From which sources do we collect your personal data?
- With whom might we share your personal data?
- Where do we process your personal data?
- For how long do we save your personal data?
- What are your rights as a data subject?
- How do we deal with personal ID numbers?
- What are cookies and how do we use them?
- Can you control the use of cookies yourself?
- How is your personal data protected?
- What does the role of the Swedish Authority for Privacy Protection (IMY) as a regulatory body entail?
- What is the easiest way for you to contact us if you have questions about data protection?
What is personal data and what does the processing of personal data entail?
Personal data is all kinds of information that can be directly or indirectly traced to a living physical person. For example, images and sound recordings processed using computers may be personal data, even if no names are mentioned. Encrypted data and various kinds of electronic identity (e.g. IP numbers) are personal data if they can be linked to physical persons.
Processing of personal data is everything that is done with the personal data. Every measure that is undertaken involving personal data constitutes processing, regardless of whether the measure is automated. Examples of normal processing are collection, recording, organisation, structuring, storage, transfer and deletion.
Who is responsible for the personal data processed by Operan?
Kungliga Operan AB, Corp. Reg. No. 556190–3294, Box 160 94, SE 103 22 Stockholm, is the personal data controller for the company’s processing of personal data.
What personal data about you as a customer does Operan process, and for which purposes?
|
Purpose |
Processing carried out |
Categories of personal data |
|
In order to be able to process orders/purchases (incl. gifts) |
¤ Delivery of tickets ¤ Communication concerning your purchase/gift (e.g. information on cancelled performances) |
¤ Name |
|
Legal basis: |
Explanation: Collection of personal data is necessary so we can honour our commitments in accordance with the purchase contract. If the data is not provided our commitments cannot be honoured and we will thus have to deny you the purchase. |
|
|
Storage period: |
Until the purchase has been completed (including delivery and payment) and |
|
|
Purpose |
Processing carried out |
Categories of personal data |
|
In order to be able to meet the company’s legal obligations |
¤ Necessary handling in order to meet the company’s legal obligations in accordance with legal requirements, judgments and |
¤ Name ¤ Contact details (e.g. address, email address and phone number) |
|
Legal basis: |
Explanation: This |
|
|
Storage period: |
Until completion of the purchase (including delivery and payment) and for a period of 48 months thereafter |
|
|
Purpose |
Processing carried out |
Categories of personal data |
|
To facilitate processing of customer-service matters |
¤ Communication and answering any questions, e.g. those asked of customer service/the box office (by phone or using digital channels, including social media) |
¤ Name |
|
Legal basis: |
Explanation: The processing is necessary so we can pursue our mutual legitimate interest in dealing with |
|
|
Storage period: |
Until the |
|
|
Purpose |
Processing carried out |
Categories of personal data |
|
In order to evaluate, |
¤ Sending out questionnaires by TriggerMail in conjunction with attendance at performances/activities at Operan |
¤ Date of birth/age ¤ Name ¤ Contact details (e.g. postal address, email address and ¤ Education/training ¤ Employment ¤ Income range ¤ Form of accommodation ¤ Country of origin (voluntary information) |
|
Legal basis: |
Explanation: The processing is necessary in order to meet our need and that of our customers to evaluate, develop and improve our services, products and systems |
|
|
Storage period: |
As from collection, and for a period of 48 months thereafter |
|
|
Purpose |
Processing carried out |
Categories of personal data |
|
In order to be able to prevent misuse of a service or avoid, prevent and investigate crimes against the company |
¤ Prevention and |
¤ Video recordings from |
|
Legal basis: |
Explanation: In the absence of any legal obligation, the processing is necessary in order to cater to our legitimate interest in preventing misuse of a service or avoiding, preventing and investigating crimes against the company. |
|
|
Storage period: |
As from collection and for a period of 48 months thereafter
Video recordings from camera surveillance are deleted after 7 days. |
|
|
Purpose |
Processing carried out |
Categories of personal data |
|
In order to be able to send relevant communications and manage benefits and offers (direct marketing) |
¤ Sending out newsletters and other information by email, text and post, e.g. containing information on performances and current offers ¤ Analyses of the data |
¤ Name |
|
Legal basis: |
Explanation: Processing takes place after the customer has approved this personal data policy in conjunction with setting up an account or purchase, or with having registered as a recipient of Operan’s newsletters. |
|
|
Storage period: |
As from collections up to and including the time when customer objects to the processing (opt-out). |
|
|
Purpose |
Processing carried out |
Categories of personal data |
|
So as to be able to comply with |
¤ Recording and archiving of video material from performances |
¤ Photos |
|
Legal basis: |
Explanation: The processing is necessary so as to allow fulfilment of the assignment imposed on the company by Operan’s owners, and in order to cater to the general interest concerning storage of material in Operan’s archive. |
|
|
Storage period: |
As from collection and thereafter in accordance with the Swedish Archives Act (1990:782). |
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From which sources do we collect your personal data?
As well as the data that you give us or that we collect from you on the basis of your purchases and your use of our services, we may also collect personal data from someone else (a so-called third party). The data we collect from third parties is as follows:
1) Address details from public registers, to ensure we have the correct address details for you.
2) Personal data from schools in conjunction with implementation of projects involving collaboration between schools and Operan.
With whom might we share your personal data?
Personal data assistants. Where necessary so we can offer our services, we share your personal data with companies who act as so-called personal data assistants for us. A personal data assistant is a company that processes information on our behalf and in accordance with our instructions. We have personal data assistants that help us with:
1) Ticket sales (ticketing systems, customer analyses, customer mailouts).
2) Marketing (print and distribution, social media, media agencies and advertising agencies).
3) IT services (companies that manage the requisite operations and technical support, as well as maintenance of our IT solutions).
When your personal data is shared with personal data assistants, this only takes place for purposes compatible with the purpose for which we have collected the information (e.g. in order to be able to honour our commitments in accordance with purchase agreements). We check all personal data assistants to ensure they can provide adequate guarantees concerning security and confidentiality with regard to personal data. All personal data assistants have written agreements with us, through which they guarantee security regarding the personal data being processed and undertake to adhere to our security requirements as well as our restrictions and requirements concerning international transfer of personal data.
Companies that are independent data controllers. Some of the companies with whom we also share your personal data are independent data controllers, and in these instances we do not control the processing of the information passed on to them. Independent data controllers with whom we share your personal data are:
1) Government authorities (the police, the tax agency and other authorities), if we are obliged to do so by law or in the event of a suspected crime.
2) Companies that ensure delivery of services and/or products on Operan’s premises and with whom Operan has a valid service agreement (e.g. catering companies).
3) Companies that offer payment solutions (card-issuing companies, banks and other payment-service providers).
When your personal data is shared with a company that is an independent data controller, then that company’s integrity policy and personal-data management apply.
Where do we process your personal data?
Our goal is always for your personal data to be processed within the EU/EEA, and all our own IT systems are within the EU/EEA. When it comes to systems support and maintenance, however, we may have no option but to transfer the information to a country outside the EU/EEA, e.g. if we share your personal data with a personal data assistant that is established or that stores information in a country outside the EU/EEA – either itself or through a subcontractor. In these instances the assistant may only be given access to the information relevant to the purpose (e.g. log files). Regardless of the country where your personal data is processed, we undertake all reasonable legal, technical and organisational measures to ensure that the level of protection is the same as within the EU/EEA. When personal data is processed outside the EU/EEA, the level of protection is guaranteed either through a decision by the European Commission, stating that the country in question guarantees an adequate level of protection, or through use of so-called appropriate protective measures. Examples of appropriate protective measures are an approved code of conduct in the recipient country, standard agreement clauses and binding internal corporate regulations. If you would like a copy of the protective measures that have been undertaken or information on where they have been made available, please feel free to contact us.
For how long do we save your personal data?
We never save your personal data for longer than is necessary for the purpose in question. See more about the specific storage periods under the relevant purpose.
What are your rights as a data subject?
Right of access (so-called register extracts). We are always open and transparent about the way we process your personal data, and if you want more details of the specific personal data about you that we are processing, you can request access to this data (the information will be provided in the form of a register extract stating the purpose, the categories of personal data, the categories of recipient, the storage periods, information on the provenance of the information, and the incidence of automated decision-making).
Please bear in mind that if we receive a request for access we may ask for further information, in order to ensure efficient management of your request and so as to establish that the information is being passed on to the right person.
Right to rectification. You can request rectification of your personal data if it is incorrect. Within the parameters of the stated purpose you also have the right to supplement any incomplete personal data.
Right to erasure. You can request erasure of personal data about you that we are processing, if:
*The data is no longer necessary for the purposes for which it has been collected or processed.
*You object to our balancing of interests based on legitimate interest, and your reason for objecting weighs more heavily than our legitimate interest.
*You object to processing for direct-marketing purposes. The personal data is being processed unlawfully.
*The personal data must be erased in order to meet a legal obligation we are subject to.
*Personal data has been collected concerning a child (under the age of 13) for whom you have parental responsibility, and the collection was in conjunction with offering information society services (e.g. social media).
Please bear in mind that we may have the right to deny you your request in the event of legal obligations that prevent us from immediately erasing certain personal data. These obligations derive from legislation regarding accounting, tax, banking, money-laundering and consumer matters. The processing may also be necessary so we can ascertain, assert or defend legal claims. Should we be prevented from complying with a request for erasure, we will instead block use of the personal data for purposes other than the purpose preventing the requested erasure.
Right to restriction. You have the right to request that our processing of your personal data be restricted. If you contest the correctness of the personal data we are processing, you can ask for restricted processing during the time we need for a review of whether the personal data is correct. If we no longer need the personal data for the purposes established, but you on the other hand need it to allow you to ascertain, assert or defend legal claims, you can ask for restricted processing of the data on our part. This means you can ask us not to erase your data.
If you have objected to our balancing of legitimate interests as a legal basis for a purpose, you can ask for restricted processing during the time we need for a review of whether our legitimate interests weigh more heavily than your interest in getting the data erased.
If the processing has been restricted in accordance with one of the above situations, then apart from the actual storage we will only be allowed to process the data so as to ascertain, assert or defend legal claims, in order to protect someone else’s rights or if you have given your consent.
Right to object to some types of processing. You always have the right to stop use in newsletters and direct marketing, and to object to all processing of personal data based on a balancing of interests.
Legitimate interest: If we use a balancing of interests as a legal basis for a purpose, you will have the option of objecting to the processing. In order to be able to continue processing your personal data after such an objection we would have to be able to demonstrate a compelling legitimate reason for the current processing that weighs more heavily than your interests, rights or freedoms. We may otherwise only process the data in order to ascertain, exercise or defend legal claims.
Newsletters and direct marketing:
You have the option of objecting to the processing of your personal data for despatch of newsletters and direct marketing. This means all types of outreach marketing measures (e.g. by post, email and text message). Marketing measures for which you as a customer have actively chosen to use one of our services – or have otherwise sought us out in order to obtain more detail about our services – do not count as direct marketing (for example representational recommendations or other functions and offers, e.g. at operan.se).
If you object to use in newsletters or direct marketing we will stop processing your personal data for those purposes and will discontinue all types of direct-marketing measures.
Please remember that you can always decline receiving newsletters and direct marketing by stating this on your account at operan.se, or can deregister via one of the emails we have sent you.
You can also influence the channels we will use for mailings and personal offers. For example, you can choose to only receive offers from us by email, and not by text message, in which case you should not object to direct marketing as such but should instead restrict our communication channels.
Right to data portability: If our right to process your personal data is based either on your consent or on adherence to an agreement with you, then you have the right to request that the data that concerns you and that you have passed on to us be transferred to another personal data controller (so-called data portability). A prerequisite for data portability is for the transfer and automation thereof to be technically viable.
How do we deal with personal id numbers?
We will only process your personal ID number when the purpose clearly justifies this processing, if the processing is necessary for secure identification or if there is some other noteworthy reason. We will always minimise use of your personal ID number as far as possible.
What are cookies and how do we use them?
Cookies are small text files comprising letters and digits that are sent from our web server and are stored on your browser or device. The cookies we use normally improve the services we offer. Some of our services need cookies in order to function correctly, whilst others improve the services for you. We use cookies for overall analytical information on your use of our services and in order to store functional settings such as languages and other data.
Can you control the use of cookies yourself?
Yes! Your browser or device allows you to change the settings regarding the use and scope of cookies. Go to the settings for your browser or device to find out more about how to adjust the cookie settings. Please bear in mind that some of our services will perhaps not work if you block or delete cookies. You can read more about cookies in general on the website of the Swedish Post and Telecommunications Regulator pts.se. If you wish to read more about Operan’s use of cookies you can do so here.
How is your personal data protected?
We use IT systems to protect confidentiality, integrity and access to personal data. We have undertaken special security measures to protect your personal data against unlawful or unauthorised processing (e.g. unlawful access, loss, destruction or damage). The only people allowed to access your personal data are those who actually need to process this data so we can achieve our stated purpose.
What does the role of the Swedish Authority for Privacy Protection (IMY) as a regulatory body entail?
IMY is responsible for monitoring application of the legislation (the Data Protection Regulation), and anyone deeming that a company is managing personal data incorrectly can submit a complaint to IMY.
What is the easiest way for you to contact us if you have questions about data protection?
As we take data protection very seriously we have special customer service employees who manage matters in this particular regard, and you can always reach them at [email protected].
We may make changes to our personal data policy. The most recent version of the personal-data policy is always to be found at operan.se. In the event of updates of crucial importance to our processing of personal data (e.g. a change in the stated purpose or categories of personal data) or updates that are not of crucial importance to the processing but that may be crucially important to you, you will receive information at operan.se and by email (if you have stated your email address) well before the updates come into force. When we make information on updates available we will also explain what they entail and how they may affect you.
