General Terms and Conditions for the ticketing plattorm "Imperial Austria"

Download: General Terms and Conditions (PDF)

 

1. General

1.1. Schloß Schönbrunn Kultur- und Betriebsges.m.b.H., Schönbrunner Schloßstraße 47, 1130 Vienna, FN 53103v (hereinafter: “Schönbrunn Group”), operates a ticketing platform at the internet address www.imperialtickets.com.

1.2. On this ticketing platform, consumers (§ 1 Konsumentenschutzgesetz; hereinafter: “Customers”) may purchase services from the Schönbrunn Group as well as from other institutions on the Schönbrunn site (hereinafter: “Site Partners”) (e.g. admission tickets, guided tours).

All purchases made on the ticketing platform are hereinafter referred to as “e-tickets”.

1.3. These General Terms and Conditions apply to all contracts for e-tickets concluded on the ticketing platform between Customers on the one hand and the Schönbrunn Group or Site Partners on the other (hereinafter: “ e-ticket contracts ”).

1.4. In the case of e-ticket contracts between Customers and Site Partners, the Schönbrunn Group acts solely as an intermediary (conveying third-party declarations of intent) between the Customers and the Site Partners; in other words, the e-ticket contract is concluded directly between the Customer and the relevant Site Partner. In this respect, the Schönbrunn Group accepts no liability for any defects in services purchased by customers from venue partners.

1.5. By ticking the checkbox “I have read the Terms and Conditions and expressly agree to them”, the Customer acknowledges the validity of the General Terms and Conditions. The Customer may access and save these via a separate link prior to concluding an e-ticket contract.

1.6. By clicking the “Fee based order” button, the Customer makes an offer to conclude an e-ticket contract with the Schönbrunn Group or a Site Partner. This offer is accepted by the Schönbrunn Group or the Site Partner upon payment being made, by providing a downloadable e-ticket via a download link. The e-ticket contract is only concluded upon this acceptance. Furthermore, the purchased e-ticket will be sent to the email address provided by the Customer. 

1.7. The e-ticket may only be redeemed within the selected time slot for entry (date, and where applicable, time) or within the validity period of the respective e-ticket. Redemption after the specified time is not possible; in this case, the e-ticket becomes invalid. It is not possible to change the selected time slot for entry or the validity period retrospectively.

1.8. The Customer must present their e-ticket before using the service purchased from the Schönbrunn Group or the Site Partner. The e-ticket will be validated in accordance with the technical arrangements in place (e.g. turnstiles, electronically or manually by supervisory staff). In the case of e-tickets entitling the holder to use multiple services (combination tickets), validation takes place separately for each service. Invalid or already validated e-tickets do not entitle the holder to use aservice.

1.9. The Customer is not entitled to transfer e-tickets to third parties for a fee. The Customer must keep their e-ticket safe to prevent misuse. It is the Customer’s responsibility to secure the devices used to purchase and store the e-ticket in accordance with the state of the art, in order to prevent misuse and duplication of the e-tickets by unauthorised third parties.

1.10. By purchasing an e-ticket, the Customer also accepts the house rules of the respective Schönbrunn Group location or the respective Site Partner.
House rules of the Schönbrunn Group:

Park and House Rules | Visitor Information | Schönbrunn Palace
House Rules | Sisi Museum
House Rules | Möbelmuseum Wien
Park and House Rules | Schloss Hof Estate

1.11. The services offered by the Schönbrunn Group and its Site Partners are services provided in connection with leisure activities, for which a specific time or period for the performance of the contract is contractually stipulated. The Customer therefore has no right of withdrawal upon conclusion of an e-ticket contract in accordance with § 18 Abs. 1 Z. 10 Fern- und Auswärtsgeschäfte-Gesetz.

 

2. Payment

2.1. Payment for e-tickets is made in accordance with the payment method selected by the Customer during the e-ticket purchase process.

2.2. If a payment already made by the Customer is revoked before the e-ticket is redeemed, the e-ticket becomes invalid.

2.3. Should it not be possible to deliver the e-ticket to the Customer for technical reasons within the control of the Schönbrunn Group or a Site Partner, the Customer will be refunded.

 

3. Prices

All prices listed on the Imperial Austria ticketing platform (full prices and reduced prices) are in euros and include VAT. Where reduced prices are claimed, proof of eligibility for the reduction must beprovided before the relevant service is used.

4. Service disruptions and liability

4.1. Neither the Schönbrunn Group nor the Site Partners shall be liable to the Customer for any damage resulting from the unauthorised reproduction or misuse of their e-ticket. This shall not apply in cases of product liability under the Produkthaftungsgesetz, nor where the Schönbrunn Group or a Site Partner has caused damage through at least gross negligence, or where the damage results from injury to life, limb or health.

4.2. Neither the Schönbrunn Group nor any Site Partner is responsible for any problems the Customer may encounter when opening or printing the e-ticket. Nor is the Schönbrunn Group or any Site Partner responsible for the accuracy and functionality of the email address provided by the Customer, or for any problems arising from an incorrect or non-functioning email address.

4.3. The Schönbrunn Group and the Site Partners shall not be liable for any delay or impossibility of performance of an e-ticket contract if the delay or impossibility was caused by third parties.

 

5. Customer service

Customers may contact customer service with any queries regarding the Imperial Austria ticketing platform and e-tickets. Customer service can be contacted by email at info@imperialtickets.com .

 

6. Data protection

6.1. The Schönbrunn Group uses state-of-the-art encryption for the transmission of customer data. Credit card details are never stored on the Schönbrunn Group’s systems. The Schönbrunn Group also uses state-of-the-art software to secure its systems.

6.2. The data collected in the course of concluding an e-ticket contract is processed by the Schönbrunn Group for the purpose of contract fulfilment.

6.3. Further information on data protection can be found in the Schönbrunn Group’s privacy policy: www.imperialtickets.com/en/data-protection-declaration

7. Website use

7.1. Customers are not permitted to reproduce, make publicly available or otherwise exploit content from the ticketing platform or other Schönbrunn Group websites.

7.2. The Schönbrunn Group accepts no liability whatsoever for websites linked to on the ticketing platform that are not operated by it.

7.3. The Schönbrunn Group cannot guarantee that the purchase of e-tickets via the ticketing platform will be possible at all times and accepts no liability in this regard. The Schönbrunn Group endeavours – insofar as this is technically possible by reasonable standards – to keep the operation of the ticketing platform free from errors and interruptions. The Schönbrunn Group is entitled to take the ticketing platform offline or otherwise restrict its functions if this is necessary for security reasons or to carry out technical measures (in particular maintenance work).

7.4. The Schönbrunn Group shall only be liable for damages resulting from a malfunction of the ticketing platform if it caused such a malfunction intentionally or through gross negligence.

 

8. Miscellaneous provisions

8.1. The invalidity of individual provisions of these General Terms and Conditions shall not affect the validity of the remaining provisions.

8.2. Notifications from the Schönbrunn Group shall be deemed to have been received if they are sent to the email address provided by the Customer during the e-ticket purchase process.

8.3. Deviations from these General Terms and Conditions shall only apply to the extent that they have been expressly agreed in writing between the Customer and the Schönbrunn Group. Verbal agreements are not legally binding and shall not be deemed to exist.

8.4. E-ticket contracts (including the question of their legal validity, interpretation and performance) shall be governed exclusively by Austrian law, to the exclusion of all its conflict-of-law rules. The application of the United Nations Convention on Contracts for the International Sale of Goods is excluded.

8.5. These General Terms and Conditions shall form a binding part of the contract only in the German-language version; translations into other languages are non-binding and are provided for information purposes only.

8.6. For all disputes arising from or in connection with e-ticket contracts – including those concerning their formation and termination – and the validity of this jurisdiction clause, the exclusive jurisdiction of the court with subject-matter jurisdiction for Vienna, Innere Stadt, is agreed. The Schönbrunn Group does not participate in proceedings under the Alternative-Streitbeilegung-Gesetz.

 

Effective from: 01.09.2026