Can I bring professional video/photo and audio recording equipment to the concert?
➡️ No. Bringing professional video, photo, and audio equipment to concerts is not allowed. The reason is the protection of performers’ and organizers’ copyright, as well as the safety of all visitors. Recording with professional equipment can disturb the performers on stage and negatively affect the experience of other visitors.
The use of mobile phones and small personal devices for photos and videos is permitted within reasonable limits, unless the organizer or performer explicitly requests a complete ban.
What are the rules for persons with severe disabilities at concerts?
➡️ Persons with severe disabilities are entitled to free admission upon presenting the appropriate documentation. The companion enters with a regularly purchased ticket.
For a better experience and safety, please announce the need for organization and seat reservation in advance. Within the venue, we provide access in accordance with the hall’s capacities.
Can children attend concerts and under what conditions?
➡️ Children up to the age of 12 have free admission. All children up to the age of 16 must be accompanied by a parent or another adult.
Due to sensitive hearing, the use of protective headphones is recommended, and responsibility for underage visitors always lies with the parents or accompanying adults.
The organizer has the right to verify the age of visitors by requesting appropriate documentation.
Is smoking allowed at concerts, and why not?
➡️ Smoking at concerts is not permitted.
The reason is that concerts take place in venues which, according to the Law on the Protection of Population from Exposure to Tobacco Smoke (Article 3, “Official Gazette RS”, No. 30/2010) in Serbia, and the Law on the Restriction of the Use of Tobacco and Related Products (NN 45/09, 125/11, 114/22) in Croatia, are considered public indoor spaces. In such spaces, smoking is prohibited in order to protect the health of visitors and employees.
Organizers are required to comply with these regulations, and inspections are carried out by the competent authorities. Violating the smoking ban may result in fines for both individuals and organizers.
It is also important to note that performers generally do not like smoking during their shows, so out of courtesy towards them, it is recommended not to smoke during the concert.
In most concert venues, visitors therefore have access to an outdoor area.
Thank you for your understanding and for contributing to a safe and pleasant environment for everyone.
Can I get a hard copy ticket?
➡️ Hard copy tickets can only be obtained by purchasing them at physical points of sale. In Zagreb, Dirty Old Shop, Tratinska 34, in Belgrade, Katakombe, Knez Miletina 45, as well as at the entrance in case there are still any left.
For online purchases, electronic tickets (e-tickets) are issued, which you can download and use on a mobile device or print at home.
We do not sell hard copy tickets online for security reasons, primarily due to the risk of forgery. This way, we ensure that all tickets are valid and that the purchasing process remains fast and secure.
Why do I have to pay a handling fee?
➡️ For online ticket purchases, a handling fee (processing fee) is charged. This fee is not included in the ticket price because it covers specific costs related to online sales – primarily:
- costs of processing each order in the system,
- administrative costs related to complaints, refunds, and customer inquiries,
- costs of maintaining the online platform and support.
The handling fee is a common practice in online ticket sales and ensures that the processes of purchasing, issuing, and potentially resolving complaints function reliably and securely.
Your ticket is valid exclusively for the concert and refers to the event price itself, while the handling fee refers to the costs of the online service.
In the case of a refund (e.g., event cancellation), the ticket price is refunded, while the handling fee is not, as it covers already incurred administrative processing costs.
Can I return a ticket, and why not?
➡️ Refunds for purchased tickets are not possible, except in cases where the event is formally cancelled, postponed, or significantly changed (e.g. change of performer).
🇭🇷 Croatia
According to Article 86, Paragraph 1, Item 12 of the Consumer Protection Act (Official Gazette 19/22) in Croatia, general consumer rights to unilaterally terminate a contract do not apply to “services related to leisure activities, if the contract provides for the service to be performed on a specific date or within a specific period. This rule includes sporting and cultural events, performances, screenings, etc.”
This means that, by law, concert tickets — since they are tied to a specific date — are considered a leisure service, and the consumer has no right to unilaterally cancel the purchase and request a refund after the purchase, except in the cases mentioned above.
🇷🇸 Serbia
According to Article 36, Paragraph 1, Item 12 of the Consumer Protection Act (“Official Gazette RS”, No. 88/2021) in Serbia, the consumer has no right to withdraw from a contract in cases of “services related to leisure activities, if the contract provides for the service to be performed on a specific date or within a specific period.”
Accordingly, the purchase of tickets through Hengtajm d.o.o. points of sale is binding, and the customer cannot withdraw from the completed purchase, given that Hengtajm d.o.o. by selling tickets provides services related to leisure activities that take place at a specific time or within a specific period (i.e. for which there is a concrete deadline or time frame). In accordance with Article 26, Paragraph 1, Item 6 of the Consumer Protection Act, by accepting these Terms of Use the customer expressly acknowledges that they have been informed they cannot exercise the right of withdrawal from the contract, and agrees to this condition.