Terms & Conditions

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These Terms and Conditions (“Terms”) govern your purchase and use of tickets to events organized by PT Onyx Production Indonesia (“Orchestra Experience”, “we”, “us”). By purchasing a ticket, you agree to these Terms.

1. The Organizer

PT Onyx Production Indonesia is the official organizer of all “Orchestra Experience” candlelight concerts in Indonesia, including events held in Bali, Surabaya, Bandung, and other cities.

2. Ticket Purchase

• Tickets may be purchased through our official website orchestra-experience.id via Xendit (e-wallets, QRIS, virtual account, OVO, DANA, ShopeePay), or through authorized partner channels (Ticketmelon, Loket for credit/debit card payments).
• All prices are listed in Indonesian Rupiah (IDR) and include applicable taxes.
• A booking is only confirmed when payment is successfully processed and you receive a confirmation email with QR ticket(s).
• You are responsible for providing accurate contact information (email, phone). We are not liable for missed delivery due to incorrect details.

3. No Refunds Policy

All ticket sales are final. Refunds will not be issued for change of mind, inability to attend, missed events, or any reason other than:

• Event cancellation by the Organizer.
• Significant postponement of the event date.

Service fees, payment processing fees, and bank charges are non-refundable in all circumstances.

4. Event Cancellation or Postponement

• If we cancel an event, you will be offered a full ticket refund (excluding processing fees) within 30 working days.
• If we postpone an event, your ticket will automatically remain valid for the new date. If you cannot attend the new date, you may request a refund within 14 days of the postponement announcement.
• We are not responsible for travel, accommodation, or other consequential expenses incurred due to event changes.

5. Ticket Validity and Entry

• Each ticket is valid for one (1) person and one (1) entry only.
• The QR code on your ticket will be scanned at the venue entrance. Tickets cannot be reused once scanned.
• You must present the ticket (digital or printed) along with valid government-issued photo ID upon request.
• Late arrivals may be admitted at the discretion of the venue and only during suitable breaks in the performance.
• Doors typically open 30–60 minutes before the start time. Please check your specific event details.

6. Age Restrictions

• Children under 6 years old are not permitted at most concerts due to the nature of the performance.
• Children aged 6 and above require their own ticket.
• Children under 12 must be accompanied by a parent or guardian.

7. Resale and Transfer

Unauthorized resale or commercial use of tickets is strictly prohibited.

• Tickets purchased from scalpers or unofficial channels may be void — entry will be refused with no refund.
• You may transfer your ticket to a friend or family member for personal use only. The new holder will need the QR code at entry.
• Reselling tickets above face value is prohibited and may result in cancellation of all your tickets.

8. Promo Codes and Discounts

• Promo codes are valid only during the promotional period stated.
• Codes cannot be combined unless explicitly stated.
• Promo codes cannot be applied retroactively to completed purchases.
• We reserve the right to cancel promo codes used in violation of these Terms.

9. Conduct at the Venue

• Photography and video recording of the performance may be restricted. Please follow venue staff instructions.
• Outside food and beverages are typically not permitted.
• The Organizer and venue reserve the right to refuse entry or remove any person whose behavior disrupts the event, threatens safety, or violates venue rules — without refund.
• Smoking, vaping, and illegal substances are prohibited.

10. Health and Safety

By attending the event, you acknowledge and accept inherent risks. Please notify venue staff of any medical conditions or accessibility needs in advance. We recommend reviewing venue accessibility information before purchase.

11. Photography and Recording

By attending, you consent to being photographed or filmed for promotional and marketing purposes by the Organizer or authorized media. If you do not wish to be photographed, please notify our staff at the venue.

11.1 Website Media and Artist Line-up

Images, videos, recordings and other visual materials displayed on this website are representative promotional materials owned by, licensed to, or used with permission by PT Onyx Production Indonesia. They may include excerpts, illustrations or recordings from Orchestra Experience concerts presented in different countries and at different venues. Such materials are intended to illustrate the atmosphere and general nature of the event and do not constitute a representation, warranty or promise that any specific performer, troupe, orchestra, ensemble, musician, conductor or other artistic participant shown or referenced will appear at a particular event. Subject to applicable law, the Organizer may change, substitute or adjust performers, ensembles and other artistic participants at its reasonable discretion without this alone constituting a cancellation or material change of the event.

12. Force Majeure

We are not liable for failure to perform our obligations due to circumstances beyond our reasonable control, including natural disasters, fire, government orders, civil unrest, pandemic, terrorism, or other force majeure events. In such cases, refund and rescheduling will follow Section 4.

13. Limitation of Liability

Our maximum liability arising from these Terms is limited to the ticket price you paid. We are not liable for indirect, consequential, or incidental damages, including loss of enjoyment, travel costs, or accommodation.

14. Partner Channels (Ticketmelon, Loket)

When you choose to purchase tickets through Ticketmelon or Loket (for credit/debit card payments), additional terms and conditions of those platforms apply. Their refund and dispute resolution policies may differ from ours.

15. Intellectual Property

All trademarks, logos, music programs, photography, and content on our website and at our events are the intellectual property of PT Onyx Production Indonesia or our licensors. Unauthorized reproduction or commercial use is prohibited.

16. Privacy

Your personal data is handled in accordance with our Privacy Policy, which complies with the Indonesian Personal Data Protection Law (UU No. 27 of 2022).

17. Governing Law and Disputes

These Terms are governed by the laws of the Republic of Indonesia. Any disputes will first be addressed through good-faith consultation within 30 days. If unresolved, disputes shall be settled at the South Jakarta District Court (Pengadilan Negeri Jakarta Selatan) or through arbitration at BANI (Badan Arbitrase Nasional Indonesia), at our discretion.

18. Changes to These Terms

We may update these Terms from time to time. The “Last updated” date at the top reflects the latest revision. Material changes will be communicated via email to ticket holders.

19. Contact

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