| Smartfox Media FAQ – Frequently asked questions |
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Smartfox Media has written these FAQs in order to be able to answer your most frequent questions about our programme quickly.
If you have any further questions, please contact us us for further information. |
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| What you should know about Smartfox Media |
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| Who are we -- what do we do? |
| Does Smartfox Media also offer services for company customers? |
| What is the 100% money-back guarantee? |
| Which tickets can I book at Smartfox Media? |
| Why do the prices for the tickets differ from the price which is printed on the ticket? |
| How can I pay at Smartfox Media? |
| How and when do I receive my tickets? |
| How I can protect myself against tickets getting lost or me being taken ill? |
| Is my data safe? |
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| Who are we -- what do we do? |
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| Smartfox Media offers you services in association with the most attractive events in Europe. Starting with pop concerts right through to La Scala Milan, the Vienna Opera Ball or the Champions League Final we obtain the desired admission tickets on your behalf. If, furthermore, you wish to have your overnight accommodation, your transport or even a complete travel package for your desired event, we are your competent contact partner. |
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| At the moment, Smartfox Media has a team of 13 full-time and part-time employees, many of whom have more than 10 years experience in the event business. In order to look after your requirements locally, we have several partners who, in the meantime, are to be found in many European countries like Germany, England, Netherlands, Spain, Italy, France, Switzerland or the Czech Republic. |
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| Smartfox Media had its origins in the merger of a number of smaller ticket agencies. Overall, up to now well over 10,000 satisfied customers have placed their trust in our services, many of them are regular customers, Today, Smartfox Media is one of the 5 largest European ticket agencies. |
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| Does Smartfox Media also offer services for company customers? |
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| More than half of all our orders come from company customers. The spectrum extends from small skilled trades companies to many large insurance companies and banks, some of whom call upon us to satisfy all their needs for tickets for customer events. |
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| In addition, together with our experienced partner aventurio events, we organize attractive incentives for companies - and that not only directly in the event area. Examples include visits to Formula 1 races, the Rally Dakar or even safari tours in Africa. |
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| Please also note our information under the menu point “Company customers” |
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| What is the 100% money-back guarantee? |
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| We are not always able to handle ticket orders at very short notice. In some cases, tickets can only be delivered a few days before the event, in rare cases even only on the day of the event itself and at the venue. |
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| We can well understand that the high level of confidence of our regular customers cannot yet exist among new customers. With our 100% money-back guarantee we would like to earn the confidence of these customers with a bonus in advance: if we should not be able to deliver the booked tickets to the customer by the date of the event, we guarantee this customer the repayment of 100% of the order value. |
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| Perhaps it will increase your confidence in us to know that up to now we have never had make a repayment because of non-delivery - we have always delivered what we promised! |
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| Which tickets can I book at Smartfox Media? |
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| We always offer you a choice of attractive events. If, in an exceptional case, the event you wish to visit is not on our list, you can make an enquiry about it with us via our "ticket agents". |
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| For several forthcoming events, you can also reserve tickets with us under the heading "Advance booking". As soon as advance booking starts, we will contact you and provide you with details of prices and categories. You are only bound to make a purchase if your reservation is transformed by your wishes into an order. As a rule, an advance order is free of charge. For events where tickets are particularly difficult to obtain, we charge a fee. |
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| On the basis of many customer enquiries we know that customers like to combine visits to concerts and sporting events with a short trip. Therefore, for selected events we always offer several interesting travel packages. |
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| Why do the prices for the tickets differ from the price which is printed on the ticket? |
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| Perhaps you will understand the price better if you know that we can hardly ever purchase good tickets at a printed ticket price from the organizers or an advance booking office. Our suppliers are very often private persons or smaller ticket agencies who always like to earn a little too. |
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| Irrespective of where we obtain the tickets, in only a ver few cases can we make a claim for pre-tax. Private persons and small dealers are usually not subject to paying value added tax, advance booking offices do this at most with respect to the advance booking fees, but not on the much higher ticket price. |
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| Vice versa, we pay value added tax to the tax office, in some cases on the total ticket revenues. |
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| How can I pay at Smartfox Media? |
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| The majority of customers choose to make their payments by credit card. |
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| Advance payment by money transfer is also frequently chosen. Please note that depending on the bank it may be a matter of a few days before the money is credited to our account. |
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| For customers from Germany we also offer the possibility of direct debits and online transfers for some events. |
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| We hope you will understand that we cannot accept cash on delivery payments at the moment. |
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| How and when do I receive my tickets? |
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| In most cases you will receive your tickets within 14 days of our receipt of your payment. Should this not be possible – because, for example, the organizer only distributes the tickets a few weeks before the event, we we will usually point this out in the descriptive text provided. |
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| Depending on the country, event and value of the order, we offer various shipping packages. These extend from a simple basic package via a standard package with transport insurance right through to a premium package, who includes both transport insurance and ticket return insurance. We hope you will understand that currently we are only able to offer our standard and premium packages in most countries of the European Union countries. |
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| Common shipping methods which are used by us are the delivery-certified letter as well as the express letter. |
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| On request, we also send your tickets worldwide with DHL or UPS. |
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| How I can protect myself against tickets getting lost or me being taken ill? |
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| Experience shows that with the shipping packages offered by us only in a very few cases are tickets lost. Nevertheless, we recommend on principle, that you order a shipping package with an adequate level of transport insurance. In this case, in the event of a loss during shipping you will receive a substitute delivery of your tickets in the same categories or or better from us. |
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| As a special service, in cooperation with the HanseMerkur Versicherung, we offer a ticket return protection for your admission tickets which covers the most frequent risks, for example, loss of employment with subsequent unemployment, start of new employment from unemployment, change of jobs, major damage to property (among others fire or burglary), unexpected serious illness or serious accident or death of the insured person or a dependent. Please read carefully the terms and conditions of business of HanseMerkur which you can download here, |
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| We hope you will understand that currently we can only offer transport insurance and the ticket return protection in most countries of the European Union. |
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| Is my data safe? |
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| You place your selected items – as is usual on the Internet - into a shopping basket and proceed to the check-out. As a new customer you must enter your personal data – if you are already a customer you simply register with your customer password once again. |
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| Afterwards, select your desired method of shipping and method of payment. After indicating the method of payment you have the possibility to enter individual remarks in an extra field provided. Confirm your acceptance of our terms and conditions of business and send your order. |
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| You will immediately receive a confirmation from us by e-mail of your order with all the relevant data. |
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| The security of your data is an important concern for us. Every data transmission within the context of your order process runs with the application of the encryption process Secure Socket Layer (SSL process) with up to 128 bits. SSL is used worldwide by the banks for online banking and complies with the currently highest security standards on the Internet. As soon as you have entered your details when registering or placing an order and have clicked on the send key, your encoded details will b sent to us. They are thus safe from any external access. |
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| Your transmitted data will be securely stored by us behind a number of firewalls and are thus safe from any external access. Your data are used exclusively for the processing of the ordering process. No data is passed on to third parties. |
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