Purchase Policy
This “Purchase Policy” applies to any purchase on our Site (https://www.ticketmaster.com.mx/) and App (Ticketmaster-Compra Boletos), including the sale of tickets and additional services (except for accommodation bookings, ticket packages and experiences that will be governed by our Travel and Experiences Policy). Please review our Terms of Use, which govern the use of our Site and your purchase, and review our Privacy Notice which provides information on how we will treat your personal data. The Site and the App are operated by Venta de Boletos por Computadora, S.A. de C.V., having its address in Independencia No. 90, Colonia Centro, Alcaldía Cuauhtémoc, C.P. 06050, Mexico City, Mexico (hereinafter referred to as “Ticketmaster”), with Federal Taxpayer Registry number VBC910617SR1, stating the following as its contact details: (i) through the “Help Button” in your Ticketmaster account, (ii) through social networks via Facebook at @TicketmasterMexico, via X at @ServicioTM, and (iii) through the following Form.
We remind you that Ticketmaster only sells tickets for access to Events or Festivals, so it is not responsible for the organization of the events or festivals or their content, schedules and participants thereof.
- Purchase of Tickets and Account Registration
The Client can find the description and information of the event in its specific section where it is offered within the Site and/or the App. The acquisition of tickets offered in the Site and the App requires a prior registration of the Client, which will be free of charge. The Client shall provide the correct and complete information requested in the registration form for the successful creation of his/her account. This form consists of (i) full name; (ii) email; (iii) country in which the Client is located; (iv) postal code; and (v) preferred language.
The Client expresses that all statements and information provided, at the time he/she is creating his/her account or making any purchase in the Site and App, are true, accurate and complete. The Client shall ensure that his/her account will be exclusively used by him/her. In specific, the Client undertakes to guard, keep confidential and not to share his/her registration data with any third party; therefore, the Client accepts to be responsible for all legal purposes regarding the use of the data.
In the event that the login information comes under the possession of an unauthorized third party, the Client must inform Ticketmaster about this issue, in order that the Client’s account is blocked or disabled with the purpose to protect the Client.
2. Availability and Number of Tickets
Our Site will provide you -at the time of purchasing tickets for access to Events or Festivals- with the lowest price option, unless you have opted to directly choose the locations through the functionality identified as an "interactive map" available in online purchases.
We accept various payment methods to purchase tickets, including Visa, MasterCard and American Express bank cards, as well as Ticketmaster and PayPal gift cards. You can find more information about the accepted payment methods in the following link.
Each event will have delivery methods according to the logistics and operation of the event or festival, defined by the Organizer of the Event or Festival and/or by the Venue where the Event or Festival is held.
The number of tickets that can be purchased by one same person is limited according to each Event.
If there are one or more purchase transactions by the same person using multiple accounts, payment methods, email addresses or false information to avoid the ticket limit for an event: (i) any purchase order may be canceled without prior notice, or (ii) your account may be blocked, without liability to Ticketmaster.
In the event that any charge has been made to the Client’s bank card for the purchases that are canceled given the assumptions provided in the previous paragraph, the Client will be refunded for all charges made and according to the time and instructions established by the banking institutions. The foregoing does not apply to tickets received by transfer, and Ticketmaster will not be responsible for delivering them to the recipient.
Ticketmaster may offer the service of marketing tickets previously purchased by the original purchaser within the states of the Mexican Republic where marketing of tickets in a secondary market is not prohibited or limited, and whenever the venue and/or the promoter have requested and authorized Ticketmaster to activate this service, which will be subject to the same abuse and risk assessment processes as the primary market and may be subject to its own policies for ticket delivery and payment release to the initial seller.
3. Charges
The purchase of tickets through Ticketmaster will generate a service charge for each ticket or access and an order processing fee, as applicable, for each transaction, which may vary depending on the delivery method selected by the Client and authorized by Ticketmaster, all of the above in addition to the nominal value of the ticket or access. Service charges will apply for each ticket purchased through Ticketmaster; the order processing fee will apply for each purchase made through Ticketmaster.
4. Data Verification
Improvement, completion or making a purchase of tickets through the Ticketmaster system is subject to verification of the personal and card data provided by the Client and authorization by the bank issuing the credit or debit card whose data has been provided by the Client for paying the tickets requested or by the accepting bank.
If the personal or credit card data provided by the Client do not match the data available at the bank issuing the credit or debit card or, even if the referred data matches, the issuing bank or accepting bank does not authorize the charge requested by the Client, the purchase will not be processed or finalized and the tickets will be offered for sale to the public without liability to Ticketmaster. Ticketmaster also reserves the right to delete the Client’s account in these cases.
In the Privacy Policy published by Ticketmaster, the Client will be able to know the personal data collected by Ticketmaster, as well as the treatment that will be given to them. This Privacy Policy is available at all times in the Site, in the section called Privacy Notice.
5. Delivery Methods
Each event will offer at least one of the available delivery methods, either Physical Ticket or Safetix Digital Ticket, in accordance with the logistics and operation of the events, as defined by the venues or organizers.
Physical Tickets can be purchased at a Ticketmaster Center or at the Box Office of the venue, depending on the configuration of the Event.
Safetix Digital Tickets can be found in the Ticketmaster app or site in the My Events section. Your mobile phone is your ticket. With this delivery method, the Client will only be able to access his/her tickets on his/her phone through the Ticketmaster app and/or the mobile version of the Ticketmaster website.
Tickets cannot be printed from the online account nor downloaded and sent to an email, so we suggest adding the tickets to a digital Wallet so the tickets are always on hand, even without an internet connection.
Please note that physical tickets cannot be printed more than once, even in the event of loss, misplacement, or partial or total damage. Once the customer has their tickets, they are solely responsible for them and for their use or destination.
If you detect unauthorized access to your Ticketmaster account, please contact us using the Help button in the “My Tickets” section of your Ticketmaster account.
6. Billing
We remind you that Ticketmaster only bills service charges. To get an invoice for the service charges you must enter your tax data and have your ticket on hand to provide your purchase information, such as the event code and your reference number.
According to the tax legislation, the invoice will be sent by email.
To provide you with a better service, we suggest that your invoice request is submitted 5 days after the purchase of the ticket, to receive your tax proof (invoice) in time.
To make any change to the invoice (called CFDI in Mexico), the Client may request its correction via the email indicated in the first section of this Purchase Policy, for which the Client must attach the CFDI and inform Ticketmaster of the requested change and the reason therefor. Any changes must be requested within the same month in which you made your purchase. If the request is made in a different month, we will not be able to make the change as the applicable law does not allow it.
In case you need an invoice for the face value of your ticket, you must request this from the Organizer of the Event and/or Festival.
7. Ticket Transfer
Ticket Transfer is an easy and secure way to digitally transfer (send) tickets to someone else. Ticketmaster is not obliged to provide the availability of Ticket Transfer at all events. If your tickets are eligible for transfer, you can send them to a friend's Ticketmaster account from your Ticketmaster account. If someone you know and trust is transferring their tickets to you, you can accept them in your Ticketmaster account. You can find more information in our ticket transfer basics.
8. Festivals
For the purposes of this policy, it is considered “Festival” all that public show developed by the Organizer under a defined concept, image and brand, in which a diverse and indeterminate number of actors, artists, groups, musicians, narrators, performers, declamators, singers, dancers, composers and/or athletes participate as accessory and circumstantial elements of the public show developed under a general concept. Additionally, in such public show various services of hospitality, entertainment and food and beverages catering are provided to the attendees of the public show, that are carried on during a certain period -from the opening of doors and the beginning of activities and until its conclusion- in the same space, during the day or days that the public show lasts. Any changes made by the Festival are the sole responsibility of the Festival Organizer, so we invite you to consult the policies of each Festival in the information section of our Site and/or App.
9. Changes, Returns, Refunds, Cancellations and Guarantees
The Client expressly acknowledges and accepts that the request/application for the purchase of tickets made through the Ticketmaster system is a binding offer and that once the authorization is received from the bank issuing the corresponding credit or debit card or from the accepting bank, the purchase transaction will be final and will not be subject to changes, refunds, returns or cancellations, even if you do not use the purchased tickets.
The Client expressly acknowledges and agrees that he/she shall only be entitled to a refund of the cost of the Tickets, including Ticketmaster’s service charge and order processing fee, in case that the event for which the Client purchased the Tickets is canceled in full.
In the case of the festivals, we invite you to check their policies in the Festival Information section on our Site and/or App.
For purchases at the Box Office and Ticketmaster Outlets, the refund will be done when presenting the ticket at the place where it was purchased, without erasures or alterations, starting 48 hours after the corresponding notice and for the period established in the applicable law.
For the other delivery methods, your refund will be made directly.
The refund will be made, for the face value of the ticket plus the service and order processing charges during the 30 working days following the cancellation of the Event or Festival; in addition, the instructions established by the banking institutions will apply in purchases made with bank cards.
The cases of presumed postponement of the Event are the sole responsibility of the Organizer of the Event or Festival and, where appropriate, according to the order of the competent authority. In these cases, Ticketmaster is released from any responsibility, so that the tickets purchased will be valid for the new scheduled date, or where appropriate, the full refund of the purchase will proceed upon request of the Client at the moment when the Organizer of the Event informs the general public about the new date, through the Help Button. For more information on how to contact us click here.
Ticketmaster does not offer any additional warranty or condition of any kind to those expressed herein.
10. Procedure for Claims or Clarifications
In case the Client wishes to make a claim or clarification related to the purchased tickets, the Client must contact us (i) through the “Help Button” in the Ticketmaster account, (ii) through social networks via Facebook at @TicketmasterMexico, via X at @ServicioTM, or (iii) through the following Form.
Any clarification and/or claim will be resolved within a period not exceeding 15 (fifteen) working days, in accordance with the Federal Consumer Protection Law.
11. Contact and Notifications
Any notification that Ticketmaster must make to the Client arising from this Purchase Policy, the Tickets and/or the acquisition thereof, will be made through the email that the Client included in his/her registration. Also, Ticketmaster informs that, if the Client has any questions about this Purchase Policy, the tickets and/or the acquisition thereof, the Client may contact Ticketmaster through the means of contact indicated in the first section of this Purchase Policy.
12. Security in the Site and in the App.
The Site and the App have adequate security mechanisms in place and in accordance with industry standards.
13. Applicable Legislation and Jurisdiction
This Purchase Policy shall be governed and construed in accordance with the laws applicable in the Mexican Republic.
Any dispute or claim relating to this Purchase Policy, the use of the Site and App and/or the Products purchased by the Client that were offered by Ticketmaster through the Site and the App, will be resolved in accordance with Federal Consumer Protection Law and other applicable laws, under the jurisdiction of the Federal Consumer Procurator’s Office. In the event of failure to reach an agreement in accordance with the above procedure, the applicable law and the competent courts will be those of Mexico City, Mexico.
Pursuant to the foregoing, the Client and Ticketmaster expressly submit to the jurisdiction of the Federal Consumer Procurator’s Office and the competent courts of Mexico City, Mexico; and waive any other jurisdiction that may apply to them by reason of their present or future domiciles, or for any other reason.
Last updated on February 23, 2026.