General Terms and Conditions

HELLERAU – European Centre for the Arts

Scope of application

These General Terms and Conditions (hereinafter Terms) regulate the legal relations between HELLERAU – European Centre for the Arts (hereinafter HELLERAU) and its patrons.

The acquisition of an admission ticket or entry to an event by HELLERAU constitutes the acceptance of these Terms as amended from time to time.

These Terms shall also apply to events organised jointly by HELLERAU and other business partners, but not to events held by third parties within HELLERAU buildings.

Hygiene concept and protective measures due to the Corona pandemic

HELLERAU implements all requirements of the responsible authorities for the implementation of events in the context of the containment of the Corona pandemic. This also includes a hygiene concept approved by the public health department of the state capital Dresden.
The hygiene concept includes, among other things, protective measures for the public, which must be followed without exception. The cooperation of the audience in complying with the protective measures is absolutely necessary. Violation of these protective measures may result in the persons concerned being denied entry and/or an order to leave. In this case the ticket price will not be refunded. The staff is instructed to instruct the public to behave appropriately and to work towards compliance with the protective measures.
HELLERAU cannot accept any liability for infections or consequential damage resulting from them, despite all care and compliance with the hygiene concept. Excepted from this are infections which are due to grossly negligent behaviour of the staff in the HELLERAU venues. Visiting the performances and staying at the HELLERAUs venues is always at your own risk.

Personalization of tickets

In order to enable rapid tracing in the event of a suspected infection, the admission tickets are personalized without exception and the surname and first name of the ticket purchaser is printed on the admission ticket (including the accompanying ticket(s)). In addition, the address, telephone number and – if available – e-mail address must be provided for official contact when purchasing.
The purchaser must ensure that he/she is able to provide the names and contact details of the persons using the tickets to visit the event in order to enable the authorities to contact him/her.
The contact details will only be passed on to the authorities for contact purposes if requested by the authorities with reference to the Corona pandemic.

The purchase of two or more tickets in a single order is only permitted if the persons for whom the tickets are purchased come from one or at most two households. This ensures that the persons may sit next to each other. If this is not the case, the corresponding number of individual bookings must be made for the purchase of two or more tickets.

Special regulation Corona-related event cancellations

Should the performance be cancelled due to measures in connection with the Corona Pandemic, the ticket price will be refunded upon presentation of appropriate proof. The procedure for the return of tickets as stated in the General Terms and Conditions of Business shall apply.

Opening times

The advance booking office on the premises of Hellerau Festival Theatre shall open at the times published separately.

As a rule, the HELLERAU Festival Theatre venue and the evening box office open two hours before the start of the event. Tickets for other events are not normally sold at the box office. The box office closes when the performance begins.

Admission prices

Different seating plans and pricing profiles apply for HELLERAU events depending on the type and venue of the event, as indicated in the latest version of the pricing schedule. Accordingly, special prices may apply for selected events (such as guest performances, festivals, premieres, special concerts, special events or special casts).

Unless a particular seat is indicated on your admission ticket, it is valid for any seat of your choice.

Current admission prices and admission prices for special events can be found in HELLERAU publications.

The ticket price does not include cloakroom fees, programmes, librettos or other offerings.

Concessionary prices apply to children, schoolchildren, students, apprentices, Social Year volunteers, the federal volunteer service or military service, jobseekers and those receiving benefits under Books II and XII of the German Social Code (SGB), holders of the Dresden Pass or the Volunteer Pass, those entitled to receive benefits under Section 1 of the German Asylum-Seekers’ Benefits Act (AsylbLG), or severely disabled people from a level of 80% up (GdB) and the person accompanying them.

Recipients of benefits under Books II and XII of the Social Code and Section 1 of the Asylum-Seekers’ Benefits Act also have free entry to certain events. Valid proof of entitlement must be provided.

Holders of the “Dresden Card” are given a 20 per cent discount on the box-office price (only for box office on the day/evening; not for advance sales).

Certain special events are not subject to concessions, as indicated. The concessions granted can be viewed in the programme round-up and on the website.

Concessions are generally granted on admission tickets costing €10.00 and more. Discounted tickets are non-transferable. No discounts can be granted retroactively on tickets which have already been purchased.

HELLERAU is not responsible for the price of admission tickets to third-party events.

Advance bookings

Advance ticket sales are handled by the HELLERAUs visitor center. It usually starts on the first working day of the month for the following month. We reserve the right to make changes to the programme, starting times and cast. HELLERAU accepts no liability for information provided by third parties in publications (e.g. press, online media). HELLERAU reserves the right to limit the number of tickets sold per person.


HELLERAU shall respond to enquiries made by telephone, in writing or by e-mail by sending a time-limited quotation in writing or by e-mail showing the day of the event, the title of the piece, the number of places and the pricing. The quotation has been accepted when the tickets offered are paid for. If that does not occur within the time indicated in the quotation, no contract has been concluded and HELLERAU is permitted to offer other patrons the tickets and seats.

On request, tickets which have been paid for can be delivered by standard post up to 10 days before the event, at the booker’s own risk, in return for a fee of 2 € per delivery. They can also be sent by courier at the booker’s own risk and expense. A deposit of paid tickets at the box office is possible after consultation with the Visitor Center, provided that the transfer confirmation is presented.

Until fully paid for, the tickets shall remain the property of HELLERAU.


Gift vouchers can be purchased for events in HELLERAU. These vouchers are valid for 36 months from the date of issue. On presentation of a voucher, tickets can be purchased at the Visitor Center or via the organizer website. This does not entitle the holder to specific performances or seats. Vouchers cannot be paid out – not even partially. Remaining credit balances can be offset against further admission tickets at a later date. However, the remaining credit can only be used until the voucher expires.

Online service provider
Admission tickets are sold online via the independent service provider Reservix GmbH, subject to that company’s terms and conditions. These Terms still apply to your visit to HELLERAU. HELLERAU is not able to take back tickets purchased on the Internet. Where the events organiser has given permission for tickets to be returned, they shall be returned via the online ticketing agent.

Advance booking offices
The sale of tickets through external advance booking offices is handled according to their terms and conditions. For visits to HELLERAU, the terms and conditions of HELLERAU apply. Tickets purchased through external ticket agencies cannot be returned by HELLERAU. Tickets can be returned directly to the advance booking office where they were purchased as soon as the event has been released for return by the organizer.

Print-at-home service
If the option Print-at-Home ticket is selected, available through the ticket provider Reservix, the ticket is received in electronic form. The print-at-home ticket is valid if it is printed legibly on a white DIN A4 paper or if the QR code can be recognized via the smartphone. Only one copy of each print-at-home ticket may be printed. It is prohibited to reproduce or modify the Print-at-Home ticket in digital or printed form. The Print-at-Home ticket will be identified, checked and validated by a QR Code scanner upon admission. The QR code must be clearly legible and can only be used once.

Print-at-Home vouchers are subject to the same conditions as the Print-at-Home ticket. Print-at-Home vouchers are valid for 36 months from the date of issue. For Print-at-Home vouchers, the provisions under “Vouchers” (see above) of these GTC apply accordingly.

Resale of admission tickets

Reselling HELLERAU admission tickets for commercial purposes is prohibited, as is offering such tickets for resale for commercial purposes without prior written consent from HELLERAU.

For each culpable violation, a penalty for breach of contract shall be charged of five times the price of admission printed on the ticket. HELLERAU reserves the right to assert further claims to damages.

Patrons are not permitted to offer or sell HELLERAU admission tickets within Hellerau Festival Theatre buildings or directly in front of the theatre.

Entry to events

Every admission ticket entitles the bearer to attend the event indicated on it.

Patrons shall only be admitted to HELLERAU events on presentation of original, valid admission tickets (including online tickets). In the case of concessionary tickets, proof of entitlement to the concession must be shown to the admission staff on request. If no such proof can be provided, the discounted ticket must be swapped for a fully paid ticket at the box office, and the difference paid.

Once an event has begun, the patron loses the right to be given entry until the next break in the event. If there is no such break, patrons arriving late will lose all right to entry. In the interests of the safety of the audience and performers, we reserve the right to offer late entry to certain productions only. This applies both to the time of entry and to the available places. In principle, patrons arriving late will only be granted admission to the auditorium when there is a suitable scene change. This does not substantiate any right to return the admission ticket. The instructions of staff on the evening are to be followed.

The admission ticket loses its validity when the patron leaves the venue.

For safety reasons, it is strictly forbidden to sit on steps, ledges, window sills or balustrades in the event halls. Also for safety reasons, they are not permitted to sit on the circle balustrade, lean over it or place objects (such as handbags) on the balustrades. Patrons may only sit on the indicated seats.

Marked places are provided for wheelchair users. Wheelchair users are requested to inform the Visitor Center in HELLERAU of their needs in good time before the start of the event in question and to consider the category “Wheelchair users” when purchasing tickets, which are also available online and at all external advance booking offices.

Mobile telephones, beverages and food, smoking

Mobile telephones and other electronic communication and information devices are strictly to be kept switched off while in the auditorium, as are acoustic signal devices of any type. This ban includes, but is not limited to, the use of displays. In the interests of other patrons and to ensure that events run smoothly, HELLERAU is entitled to instruct the patrons in question to leave the performance in case of violation.

Food and beverages are generally not allowed to be taken into the auditorium, unless the format of the event specifically allows this.

Smoking is prohibited throughout Hellerau Festival Theatre. The building is equipped with a fire alarm system.


Surtitles are not included in the price of the ticket. Thus, if a premiere is staged without surtitles, or if the view of the surtitles is blocked or restricted from certain seats, this does not entitle patrons to return the ticket(s) or demand a price reduction. Surtitles are provided on an area above the stage using a video projector or lit display, especially in the case of productions in a language other than German; they show the spoken or sung text in German or English.

Returning tickets; changes to or cancellation of events

As a rule, once tickets have been sold, HELLERAU cannot accept any returns or exchange them for other tickets. Admission tickets which have expired cannot be replaced. In certain, exceptional cases (e.g. if the event is postponed or cancelled or if a different piece is shown to that announced) admission tickets can be returned or exchanged.

In case of a cancellation of an event or if another work is performed instead of the work that was announced when the ticket was purchased, tickets can be returned up to a separately determined deadline. Customers will be informed about this via the ticket provider and the visitor center. The ticket price as well as shipping and handling fees paid will be refunded. In the absence of intent or gross negligence, any further claims are excluded. In particular, hotel and travel expenses cannot be reimbursed.

Tickets can only be returned to the advance booking office where they were purchased. For purchases at external advance booking offices and online purchases, the ticket provider’s terms and conditions apply in addition to the present terms and conditions.

The current programme listing the times that events begin shall be published as a notice and in HELLERAU publications. Information on the cast is subject to alteration. If performances or event dates need to be changed for artistic or technical reasons, or due to scheduling, we shall do our best to inform you in time. These changes or recasting do not entitle patrons to return admission tickets.

If an event is cancelled, the price of the ticket shall be refunded along with any delivery charges or processing fees upon the ticket being returned to the visitor service, the online ticket agent or the advance booking office within 30 days of the date of the event. In cases not due to intent or gross negligence, no further claims can be asserted. This includes, but is not limited to reimbursing the cost of hotels or travel expenses.

As a rule, admission tickets can only be returned to the advance booking office where they were bought. In the case of online purchases, the ticket provider’s terms shall apply in addition to these Terms.

Events being broken off early

If an event is broken off early for reasons which are not the fault of the events organiser, this shall only result in an entitlement to have the ticket price refunded if the event is broken off within its first half.

This refund claim can only be asserted within 30 days, upon the admission tickets being returned to the HELLERAU visitor service, the online ticket agent or the advance booking office where the tickets were purchased. The refund covers the cost of the ticket plus any delivery charges and processing fees. No other expenses, such as the cost of hotels or travel expenses, shall be refunded, except in cases of intent or gross negligence on the part of the organiser.

The procedure for the return of admission tickets specified in the General Terms and Conditions shall apply.

Lost admission tickets

If an admission ticket is lost, a replacement ticket can be issued at the box office as long as the patrons can prove to or persuade staff that they purchased a ticket. HELLERAU is entitled to charge a processing fee for issuing replacement tickets.

If an original ticket and a replacement ticket are presented by two patrons for the same seat, the holder of the original ticket shall take priority over the holder of the replacement ticket. In this case, the replacement ticket shall not confer any entitlement upon the holder to be allocated a different seat. The admissions staff shall not check whether the holder of the original ticket came into its possession legally.


Large bags and rucksacks and similar or bulky items may not be taken into the auditorium, but must be handed in at the cloakroom.

On being given a cloakroom token, service staff shall hand out items kept in the cloakroom without checking whether the holder is entitled to them. If the cloakroom token is lost, items in the cloakroom will only be handed out if proof is provided that the recipient is entitled to them, or if they are still left behind once all other items in the cloakroom have been returned. In such cases, HELLERAU is entitled to note the recipient’s personal information before handing out the items.

The service staff are to be informed immediately if cloakroom items are mixed up, damaged or lost, or if a cloakroom token is lost. If a cloakroom token is lost, a fee of 5 euros shall be charged for its replacement.

On accepting the cloakroom items, HELLERAU only takes on liability for the loss of or damage to the stored items to the extent that the service staff violate their duties of safekeeping with intent or due to gross negligence. The liability per cloakroom token is restricted to the proven replacement value of the items left at the cloakroom, minus a deduction to make up for the difference in value between the old and new item. HELLERAU shall also only be liable for ID documents and certificates of all kinds, credit cards, cash, keys and valuables, jewellery and electronic devices to the extent that the service staff violate their duties of safekeeping with intent or due to gross negligence. This shall apply even if these items are in coat pockets or containers. Patrons handing in such items for safekeeping do so at their own risk.

Lost property

Items of any kind found within HELLERAU buildings are to be handed in to admission or service staff.

We recommend informing the admission or service staff immediately when items are lost within HELLERAU buildings. After a suitable period of time, lost property will be passed on to the public lost property office.

Information about the lost property can be obtained at the visitor center.

Visual and audio recordings

For reasons of copyright, patrons are strictly forbidden from taking any audio or visual recordings of events. Violations shall result in claims to damages on the part of HELLERAU and the artists involved.

Visual recordings may only be made within HELLERAU buildings outside of events for private, non-commercial purposes.

In the event of violation of the aforementioned regulations, HELLERAU personnel are entitled to demand that the recordings be handed to them, to delete the recordings and to instruct the patron to leave the event.

HELLERAU is entitled to record and publish recordings of events with or without prior notice.

House rules

The house rules at HELLERAU are the duty of the artistic and commercial directors. At events, the house rules shall be exercised by the stage manager, the technical director or admissions staff. Instructions given by HELLERAU staff must be followed.

Patrons may be sent out of events if they disrupt them, disturb other patrons or have taken a seat for which they do not have a valid admission ticket. Patrons may be refused entry if they have gone against staff instructions or violated these Terms. This shall not result in any entitlement to be reimbursed the admission money or expenses.

Animals, bicycles and similar items may not be taken into Hellerau Festival Theatre, with the exception of guide dogs for the blind. Prams may also not be taken into event venues.

Data protection

When booking, personal data shall be gathered, processed, stored and used to the extent necessary for preparing and implementing the booking agreement, taking into account data protection laws.

HELLERAU is entitled within the scope of data protection law to store personal data to which it gains access when admission tickets are reserved or sold, and to use those data for its own purposes within the context of the event programme.


HELLERAU, its representatives and agents shall only be liable for damages of any kind suffered by patrons within HELLERAU buildings in the case of intent or gross negligence. This limitation of liability does not apply to damage resulting from injury to life, limb or health.

Final provisions

Agreements and legal relations based on these Terms shall be subject to German law. For both parties, the place of performance and place of jurisdiction for all contracts and legal relations which are subject to these Terms shall be Dresden.

Entry into force

These General Terms and Conditions are valid in the order in which they are issued.

Dresden, 1 September 2020
Managing Director
HELLERAU – European Centre fort he Arts