Terms and conditions - event organizers

These Terms and Conditions, in the form of a Framework Contract, regulate the contractual conditions under which 3cket will provide services to event organizers.

1. Scope of application

1.1 The Framework Contract applies to all services provided by 3cket to the Customer, in accordance with the requests and specifications formulated by the latter.

1.2 The Customer may choose to contract one or more 3cket services, separately or jointly, to which the specific contractual rules shall apply.

1.3 The services to be provided to the Customer shall be those described in commercial proposals issued by 3cket, under the terms and conditions set out in the Framework Contract and accepted in writing by the Customer ("Proposal") or, automatically, through the creation of Events via the 3cket App directly by the Customer.

1.4. The Parties may supplement the Bid with a specific contract for this purpose, in a separate and autonomous document from the Bid, which must be in writing and signed by the representatives, empowered to do so, of both parties ("Special Conditions").

1.5. The authorization to use the 3cket App granted to the Customer to use the services is personal, revocable, non-transferable and conditional on compliance with the 3cket App's policies and terms of use, which may include additional restrictions beyond those provided for in this Agreement.

2. Definitions

2.1 App 3cket: App 3cket is a digital event management platform that allows users to make cashless transactions, buy tickets or vouchers, receive invitations and access exclusive features for specific events or services, offering a secure, efficient and convenient user experience.

2.2 Cashless: a method of payment and transactions that does not require physical cash (notes or coins), making it possible to carry out financial operations by electronic means, such as debit/credit cards, mobile applications or other technological devices.

2.3 Working days: Any day of the week, with the exception of Saturdays, Sundays and national holidays and/or in the municipality of Lisbon;

2.4 QR CODE: A method of validating tickets and identifying users, which allows them to be read quickly and securely using terminals or mobile devices with cameras. QR codes are generated by App 3cket and can be customized for each event, providing an efficient tool for access control and other interactions within the event.

2.5 3cket services: The ancillary services better identified in clause 3 to 9;

2.6 NFC: Proximity communication technology that allows secure transactions and quick identification of users for access control and cashless payments at events. NFC is used in wristbands or other enabled devices, which interact with specific terminals to validate entries and make payments.

2.7 SLAs: 3cket's response times to incidents occurring in the 3cket App, after reporting by the Customer.

2.8. User: The client or guest of the Client.

3. App 3cket services

3.1. Use of the 3cket App guarantees access to the latest version of the 3cket App, comprising:

3.1.1 Functional support for users indicated by the Client: Clarification of questions related to the application's functionalities, providing direct assistance to resolve doubts and optimize the experience of using the platform.

3.1.2 Analysis of anomaly corrections in accordance with SLAs: correction of non-conformities in the solution, ensuring compliance with the SLAs defined in ANNEX A.

3.1.3. The Customer may choose to use one or more of the available modules:

3.1.4 Ticketing and access management module: Management of access to the venue and the sale of tickets for events, including the creation of different types of access, price definition, and control of access to the event, facilitating the experience for both organizers and participants, allowing the Client to personalize the virtual ticket, monitor sales and participants in real time.

3.1.5 Invitations and access management module: Management of access to the venue and distribution of electronic invitations to events, allowing the Client to personalize the invitation, manage the guest list and monitor attendance confirmations in real time.

3.1.6. Cashless payment module: A secure and efficient electronic payment solution which allows users to carry out cashless transactions within the 3cket application, ideal for selling products and services.

3.1.7 Cloakroom module: Solution for managing checkroom services at events. It allows you to record items delivered, issue digital proof of delivery and collection, and track stored items in real time, ensuring safe and professional checkroom operation.

3.1.8. Customized pages module: Offers Clients the ability to create and integrate customized pages within the 3cket App. This feature allows for the inclusion of event-specific content, such as information on sponsors, programming details, guidelines for participants, or any other relevant content, providing a richer, more personalized experience for users.

3.1.9 Interactions module - Module for engaging event participants through interactive games, live polls, question and answer sessions, and other dynamic activities that can be carried out within the 3cket App. This module aims to increase interactivity and user engagement, improving the overall event experience and providing the Client with data on audience participation.

4. Configuration Fee and Customized Functionalities

4.1. 3cket provides an initial configuration service for the Customer portal on the 3cket App, including customizing functionalities and adapting the system to meet the specific needs of the event. This service ranges from the configuration of basic parameters to advanced adjustments to the chosen modules.

4.2. In addition to the standard configurations, the Client can request additional functionalities and customizations, such as the creation of event websites, customized games and exclusive interactive formats that enhance audience participation and engagement.

4.3 The request for customized functionalities must be accompanied by a detailed description of the Customer's requirements, including, where applicable, the date of the event, the location, the target audience and the desired technical specificities.

4.4 3cket will evaluate customization requests and prepare a customized service proposal, with financial terms based on the complexity of the development, the implementation time and the resources required.

4.5. The costs associated with the customized features will be communicated to the Client prior to the execution of the service for approval. These costs will reflect the added value provided by the customization, ensuring an improved event experience and a more efficient operation.

4.6 Any customized development carried out as described in the previous clause, including specific functionalities and adaptations requested by the Customer, is the exclusive intellectual property of 3cket. As such, 3cket reserves the right to use these developments as the basis for the creation of new modules or functionalities, which may be made commercially available to all customers of the platform.

4.7. The Client undertakes to follow the guidelines provided by 3cket for the use of the customized features, ensuring that they are applied in such a way as to maximize the return on investment and the satisfaction of the event participants.

5. Access control and balance management via QR CODE

5.1. 3cket provides an integrated solution for access control and balance management using a QR CODE available via the 3cket App.

5.2 Management of associated balances is carried out via the 3cket App, allowing the Client to monitor usage in real time, manage credits and access, as well as extract detailed reports on the event's activities.

5.3 The Customer undertakes to use the QR CODEs and reader terminals in accordance with the specifications and guidelines provided by 3cket, guaranteeing the correct use of the system for the benefit of the organization of the event and the experience of the participants.

6. Access control and balance management via NFC wristbands

6.1 3cket offers an integrated solution for access control and balance management using NFC wristbands.

6.2 The customizable and configurable NFC wristbands are programmed to interact with specific reader terminals, thus facilitating participants' access to authorized areas and allowing electronic payment for products and services.

6.3 Management of wristbands and associated balances is carried out via the 3cket App, allowing the Customer to monitor the use of wristbands in real time, manage credits and access, as well as extract detailed reports on the event's activities.

6.4 The implementation of NFC wristbands as a method of access control and balance management requires prior coordination between the Client and 3cket to ensure that the system is properly configured and compatible with the specific needs of the event.

6.5 The provision of the NFC wristband system will be available for hire at the express request of the Customer, who must provide details relating to the event, including, but not limited to, the date, location and estimated number of participants, allowing 3cket to assess the specific needs and prepare a personalized service proposal.

6.6 The financial terms relating to the provision and use of NFC wristbands, including the cost of the service, will be defined on the basis of the specific characteristics of each event, taking into account factors such as the duration, location and complexity of the technical needs associated with the event.

6.7 The Customer undertakes to use the NFC wristbands and reader terminals in accordance with the specifications and guidelines provided by 3cket, guaranteeing the correct use of the system for the benefit of the organization of the event and the experience of the participants.

7. QR CODE and NFC reading terminals

7.1 At the express request of the Customer and for an additional fee agreed in advance, 3cket provides QR CODE and NFC reading terminals dedicated to managing accesses and balance top-ups by Users.

7.2 The hiring of QR CODE and NFC scanning terminals is subject to the express and timely request of the Customer, who must provide detailed information about the event, including date, location and estimated number of participants.

7.3 The financial terms relating to the provision of QR CODE and NFC reading terminals, including the cost of the service, will be established on the basis of the specifics of each event.

7.4 In the event of damage to or loss of any terminal supplied, the Customer shall be responsible for compensating 3cket for the cost of repair or, if repair is not possible, for the full replacement value of the terminal.

7.5. The terminals must be returned to 3cket within 72 hours of the end of the event.

7.6 Failure to return the terminals within this period will result in the application of a daily fee per terminal, up to the maximum limit set per device.

7.7 The installation of unauthorized software or physical modifications to the terminals by the Customer is expressly prohibited. Any violation of this provision will subject the Customer to a penalty corresponding to the maximum limit established per device.

7.8 QR CODE and NFC reading terminals are provided for exclusive use within the scope of the event and must

be used in accordance with the instructions provided by 3cket.

7.9 In the event of 3cket's unavailability of QR CODE and NFC reading terminals, due to inventory limitations, the Customer must resort to the use of its own terminals that meet the technical specifications better identified in the Framework Contract clause.

8. Advanced Technical Support

8.1. The Client may choose to contract an optional advanced technical support service, for an additional fee, which consists of making a specialized technician available for face-to-face assistance during events organized by the Client.

8.2 Advanced technical support will be available for hire at the express request of the Customer, who must provide details relating to the event, including, but not limited to, the date, location and estimated number of participants, so that 3cket can assess the specific needs and prepare a customized service proposal.

8.3 The financial terms relating to the provision of advanced technical support, including the cost of the service, will be defined on the basis of the specific characteristics of each event, taking into account factors such as duration, location and complexity of the technical needs.

8.4 The availability of the advanced technical support service is subject to the availability of specialized technicians. In the event that it is not possible to allocate a technician to the Customer's event, 3cket will work with the Customer to find an alternative solution that meets its technical needs.

9. Sending SMS to Users

9.1 The sending of SMS to Users, at the Customer's request, is subject to the payment of an additional fee per SMS sent in accordance with the price list in force, available for consultation on the 3cket App.

9.2 The sending of SMS to Users is limited to sending information or updates on the status of the Event.

9.3 All transactional SMS sent automatically by the 3cket platform are excluded from the obligation to pay an additional fee.

10. Access and management of the 3cket App

10.1 The use of the 3cket App does not require prior installation by Customers and Users, operating as a web application hosted on secure servers selected by 3cket, facilitating access and guaranteeing data security.

10.2 The Client will have access to the 3cket App backoffice, an online environment for managing events. This access makes it possible to customize the image of the event, manage contracted modules and access analytical data.

10.3 Users access a specific page on the platform which provides the QR CODE for accessing the event, the balance for cashless transactions and general information about the event.

11. Authentication

11.1 The creation of a user account on the 3cket App by the Customer and User is carried out through authentication by entering the telephone contact and code sent by the 3cket App by SMS, assigned during the access process.

11.2 Access to the 3cket App by the Customer and the User is through authentication by entering a telephone number and password.

11.3 Access codes are for the exclusive knowledge and use of the Customer and the User, who must ensure and protect their confidentiality, in particular by not disclosing them to third parties and not operating under conditions that allow them to be decoded and/or copied, and 3cket cannot be held liable under any circumstances for their theft, loss, incorrect or inappropriate, unlawful or fraudulent use.

12. Minimum requirements

12.1 Access to the 3cket App by Customers requires:

12.1.1 Electronic terminal (e.g. cell phone) with Internet connection capacity and access to an up-to-date browser.

12.1.2 Mobile internet network or Wi-Fi.

12.1.3 In the case of using NFC wristbands, an electronic terminal with an up-to-date Android operating system and an integrated NFC reader.

12.1.4 It is recommended that the electronic terminals used by the Client to manage the event have access to a dedicated network in order to guarantee maximum connection efficiency and stability. For events with high data and connectivity demands, it is advisable to use network solutions such as W-iFi associated with fiber service or satellite internet (e.g. Starlink), which offer greater capacity and reliability compared to conventional mobile networks.

12.2 Access to the 3cket App by Users requires: 12.2.1. electronic terminal (e.g. cell phone) with Internet connection capacity and access to an up-to-date browser.

12.2.2 Mobile internet network or Wi-Fi.

13. 3cket's responsibilities

13.1 It is the responsibility of 3cket:

13.1.1 Providing access to the 3cket App and providing the services agreed with the Customer;

13.1.2. provide the Customer with the contact details of the support team; 13.1.3. provide the services with all due care, diligence and best knowledge, taking into account the highest standards of quality and reliability;

13.1.4. comply punctually and in full with the obligations arising from the Framework Contract in accordance with the principles of good faith;

13.1.5 Performing the services with duly qualified personnel, complying with all the deadlines established in the Framework Contract and agreed between the parties;

13.1.6. Maintain confidentiality with regard to commercial and banking matters and all data that it becomes aware of in the course of carrying out the Services;

13.1.7. carrying out all acts necessary for the execution of the Services.

14. Client's responsibilities

14.1 The Customer assumes responsibility for the content of the information entered into the 3cket App.

14.2. The Customer is responsible for maintaining the proper configuration of its Events and, to this end, must ensure that access is carried out securely and without any possibility of undue access by third parties. 3cket shall not be held liable for any changes to the configuration of the Events made by third parties with access guaranteed by the Customer.

14.3 The Customer is not allowed to intentionally interfere with the proper functioning of servers, services or networks, namely:

14.3.1 Overloading actions, whether or not combined with exploitation of system vulnerabilities, aimed at sabotaging the operation of services (Denial of Service); 14.3.2 Sending packets en masse (Flooding);

14.3.3. any attempts to hinder or disrupt servers, services or networks.

14.4 Interception of data on any network or server is not permitted without the express authorization of the legitimate owners.

14.5 It is not permitted to falsify (introduce, modify, delete or erase, in whole or in part) data after it has been produced, with the intention of deceiving and misleading the recipients of this data.

14.6 The license and the services provided must be used only for the purposes for which they are intended, and the Customer is obliged to use the Service in accordance with the regulated and agreed conditions, and is responsible for the proper and timely compliance with the rules contained in all contractual documentation.

14.7 The Customer undertakes not to use, or allow third parties to use, the Service for any purpose contrary to the Law.

15. Electronic Payments

15.1 The 3cket App allows the User to make electronic payments for products, services or tickets associated with the Client's Events, which are operated through duly licensed payment processing platforms.

15.2. Electronic transactions can be carried out using a variety of payment methods, including but not limited to credit/debit cards, MB WAY, Apple Pay, Google Pay.

15.3 When each product, service or ticket is sold to the User, two invoices will be issued to the User via the 3cket App, one relating to the product, service or ticket provided by the Customer, and the other corresponding to 3cket's commission and operating costs.

15.4 The Customer is solely responsible for complying with tax obligations.

15.5 Each month 3cket will provide access to the SAF-T (Standard Audit File for Tax Purpose) file for the previous month, issued by certified invoicing software.

15.6 The amounts paid by users for the product, service, ticket or virtual wallet balance top-ups will be deposited in the Customer's virtual wallet, access to which is guaranteed through access to the 3cket App, and will be available for future transfers as stipulated in the Framework Contract.

16. Transfers to the Client

16.1. After deduction of the service fees previously agreed between 3cket and the Customer, the amounts collected through electronic payments will be transferred to the Customer.

16.2. Transfers of the net amounts due to the Client are made weekly, on the day designated by 3cket for this purpose, and processed after the event has concluded.

16.3 The transfer of funds to the Client is conditional on full compliance with all legal and contractual deadlines for return to Users, as stipulated in the terms of service and communicated to Users in advance. The deadlines are established in order to ensure that all repayment obligations are duly met before the final release of funds to the Client.

17. Canceling Events

17.1. In the event of cancellation of an Event for which the Customer has contracted 3cket, regardless of the reason, the Customer acknowledges that the work carried out by 3cket up to the time of cancellation constitutes a service already provided, and for this reason 3cket's commission is not refundable.

17.2. In the event of a decision by a judicial or arbitral body determining the return of the service fees charged by 3cket, the Customer undertakes to reimburse 3cket for any amounts returned to Users, ensuring that 3cket does not suffer financial losses as a result of the decision to cancel Events.

17.3 In the event that the event is canceled for reasons attributable to the Client, including but not limited to lack of necessary licenses, reduced demand for tickets, non-attendance by speakers, artists or suppliers, the responsibility for refunding the service fees charged to Users falls exclusively and directly on the Client.

17.4 The Customer must notify 3cket and the Users of the cancellation of the event as far in advance as possible, facilitating the communication and reimbursement process, which must take place within a maximum period of 30 (thirty) days or another imperative shorter period, under the terms determined by law.

17.5 3cket will not transfer the funds in the virtual wallet to the Customer in the event of Cancellation of the Event, insofar as 3cket must promote compliance with the law and, consequently, promote the return of the amounts paid by the Users.

17.6 3cket undertakes to provide all necessary assistance for processing refunds to users, in accordance with the guidelines provided by the Customer and in compliance with current legal obligations.

17.7 3cket will not charge the Customer any additional fees or commissions for processing the necessary return orders, unless it is clear that there has been intent or gross negligence, in which case it will charge a fee and/or commission similar to the fee for issuing the respective tickets.

18. Payment terms

18.1 The value of the services provided, commissions and expenses, if applicable, shall be as indicated in the Proposal, accepted by the Client, plus VAT at the rate in force at the time of invoicing.

18.2 If possible, payment for services, commissions and expenses will be made by automatic transfer from the Client's e-wallet balance.

18.3 If it is not possible to operate under the terms described in the preceding paragraph, the Customer must pay 3cket within 5 (five) days of receipt of the corresponding invoice issued by 3cket, unless another deadline results from the specific conditions.

18.4 Late payment shall give rise to interest at the applicable legal rate.

18.5 Travel and subsistence expenses outside the greater Lisbon area will be invoiced separately on the basis of the proposals submitted by 3cket and approved by the Customer.

19. Incident reporting

19.1 If the Customer identifies an incidence in the access/use of the 3cket App, they may report it to the 3cket support team, on working days, between 10:00 GMT and 18:00 GMT to the email support@3cket.com except in cases where Advanced Technical Support has been contracted.

19.2 The report referred to in the previous point must contain: 19.2.1 Time of occurrence;

19.2.2 User who was logged in to the 3cket application;

19.2.3 Description of the event, detailing the actions that led to it;

19.2.4 Print screen of the actions referred to in the previous point, in which it is possible to identify the actions that triggered the anomaly being reported.

19.2.5 Doubts and/or questions.

19.3 Following a report from the Customer, 3cket's support team shall follow the resolution procedures described in ANNEX A.

20. Duration and renewals

20.1 The Framework Contract is concluded for an indefinite period, with no fixed term.

20.2 Each Party reserves the right to terminate the Framework Contract by giving written notice to the other Party at least five (5) working days prior to the intended expiry date of the Framework Contract.

20.3 In the event that ongoing services remain under the scope of this Framework Contract, termination shall only take effect once the contracted services have been fully provided.

21. Data Storage

21.1 The data collected through the 3cket App will be stored on servers that comply with the highest international standards of security and data protection.

21.2 3cket undertakes to only use hosting service providers that are internationally recognized for their good practices with regard to information security and the protection of personal data.

21.3 All stored data will be subject to strict security measures.

21.4 3cket ensures that all data storage procedures comply with applicable data protection legislation, including the European Union's General Data Protection Regulation (GDPR), thus guaranteeing maximum protection of User and Customer data.

21.5. 3cket's data retention policy ensures that personal data is kept only for the period of time strictly necessary to fulfill the purposes established in the collection of such data. At the end of this period, the data will be deleted or anonymized, except in the case of registered users. For these, the information is kept and accessible through the User portal until they decide to exercise their right to be forgotten, as provided for in the GDPR, at which point 3cket will proceed to delete the user's personal data from the database.

22. Confidentiality and Protection of Personal Data

22.1 The purpose of this clause is to guarantee the confidentiality and protection of Confidential Information that has been or will be made available by one of the Parties (the "Disclosing Party") to the other Party (the "Receiving Party"), in any form and on any medium, within the scope of the Services covered by the Framework Contract.

22.2 "Confidential Information" means all technical and non-technical, commercial, business, product, service or other information that is exchanged between the Parties in any form, oral or written, in the course of the relationship between the Parties, conclusions or results found during this relationship, written documents, drawings, plans, specifications, trade secrets, methods, formulas and know-how, as well as any other information that may reasonably be qualified as confidential by any of the Parties or that must be considered confidential, according to the rules of good faith, in view of the circumstances in which such information is granted or accessed.

22.3 The Parties undertake to keep strictly confidential and not to transmit to any third party, license, publish or otherwise use any Confidential Information to which they have had access or which has been disclosed to them by the other Party during the term of the Framework Agreement, except in accordance with the terms of this Framework Agreement or as authorized in writing by the Disclosing Party.

22.4 It is not considered Confidential Information:

22.4.1. information that was already known or in the possession of the Receiving Party at the time of issue and was not obtained from the Disclosing Party in breach of a confidentiality obligation;

22.4.2. information that is, or has become, public knowledge, unless this arises from non-compliance with the Framework Contract and/or performance of the services;

22.4.3. information that has been transmitted by a third party to the Receiving Party, without restrictions being imposed on its disclosure or without violation of the Framework Contract.

22.5. The Receiving Party undertakes to transmit the Confidential Information to its employees only to the extent necessary for the performance of their duties and shall refrain from using it for purposes other than those provided for herein, for its own benefit or for the benefit of others. For the purposes of this clause, "Collaborator" means any employee or collaborator of the Receiving Party who has access to Confidential Information, as well as its shareholders, subsidiaries, affiliates, consultants or external advisors or their collaborators. The Receiving Party undertakes to impose confidentiality obligations on the Collaborators that are at least as restrictive as those provided for herein, prior to the disclosure of Confidential Information. 22.6 The Receiving Party expressly acknowledges that the Confidential Information shall remain the property of the Disclosing Party or of a third party, as the case may be.

22.7 The Receiving Party undertakes to return to the Disclosing Party or destroy, as indicated by the Disclosing Party and within the period designated by the latter for this purpose, all elements of Confidential Information in its possession and in the possession of its Employees or subcontractors, including copies, although the Receiving Party may keep a copy to comply with a legal or regulatory obligation or to prove compliance with an obligation, subject to the duties of confidentiality and non-disclosure provided for herein.

22.8 If the Receiving Party is authorized to transmit Confidential Information to third parties, it shall impose on such third parties obligations no less restrictive and demanding than those to which they are bound under this clause.

22.9 If Confidential Information is to be disclosed by the Receiving Party to a public authority pursuant to applicable law or a judicial or administrative order to that effect, it shall be disclosed with an indication that it is Confidential Information, limited to what is required, and the Disclosing Party shall be informed thereof as soon as possible.

22.10. The obligations arising from this clause shall remain in force and applicable for a further five (5) years from the termination of the Framework Contract or for a longer period if the applicable legislation so determines.

22.11. 3cket undertakes to comply with the applicable legislation on the protection of Personal Data. For the purposes of interpreting the provisions herein, the definitions set forth in Regulation (EU) 2016/679 of the European Parliament and of the Council of April 27, 2016 (hereinafter "GDPR") or in subsequent legislation replacing the GDPR shall apply.

22.12. The provision of the Services may involve the processing of Personal Data by 3cket, which may be acting as Data Controller or as Subcontractor on behalf of another Data Controller.

22.13. Without prejudice to the Parties' other rights under the Framework Contract, if either Party becomes aware of the occurrence of a Security Incident (understood as the accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or improper access to, Confidential Information, including Personal Data, transmitted, stored or otherwise processed by it or its subcontractors, or a security vulnerability related to the Supplier's management of Confidential Information, including Personal Data) it shall, at its own expense:

22.13.1. notify the other party without undue delay of the Security Incident;

22.13.2. immediately investigate or assist in the investigation of the Security Incident and provide the other party with detailed information about it; and

22.13.3. immediately take all commercially reasonable steps to mitigate the effects of the Security Incident or assist the other party in doing so.

23. Bribery and Corruption ("Anti-bribery")

23.1. Compliance with applicable laws on bribery and corruption is a matter of fundamental importance to 3cket.

23.2 The parties, including their respective employees, agents, consultants, service providers and subcontractors, undertake to:

23.2.1 Acting in compliance with all applicable laws on bribery and corruption;

23.2.2 Not to cause or attempt to cause directly or indirectly, by action or omission, the violation by the other party of the legislation indicated in the previous paragraph.

23.2.3 Not promising, granting, requesting and/or receiving any financial or other advantage to or from any person, in particular those performing public functions;

23.2.4 Provide for and maintain appropriate anti-corruption measures (including measures relating to the giving or receiving of gifts and hospitality), which are conducive to the application of the law and which make it possible to monitor compliance by the parties, as well as to prevent and detect possible violations; and

23.2.5. collaborate and provide the other party, at its request and expense, with such assistance as may be reasonable and necessary, in order to comply with the obligations related to the anti-corruption measures provided for in the legislation indicated in paragraph 21.2.1 above.

23.2.6 The Customer shall immediately notify 3cket of any accusation of fraudulent practices, bribery or corruption, formally directed against the Customer by a judicial authority or presented in court, in the context of judicial, arbitration or administrative proceedings, as well as to communicate if any investigation has been initiated regarding such accusations during the term of this Framework Contract. 23.2.7. The Customer undertakes to indemnify 3cket, its directors, managers, employees, agents and associates for all damages caused and suffered by them as a result of the breach or alleged breach of this clause.

23.2.8 If 3cket verifies the practice of any action or omission that constitutes a breach of this clause by the Customer, 3cket shall be entitled to proceed to the immediate termination of this Framework Contract, without prejudice to the other rights that are conferred under the previous paragraph.

24. Intellectual Property Rights

24.1 The digital content made available or accessed under the provision of the Services is protected by intellectual property rights, namely copyright and/or related rights.

24.2 The use of any content to which the Customer has access through the 3cket App must always respect 3cket's copyright, industrial property rights or any other right, and its use is governed by these rights, unless explicitly stated otherwise.

24.3 3cket reserves the right to adhere to protocols in force for the defense of intellectual property rights, signed by suitable entities, and must inform its Customers of such adherence.

25. Force Majeure

25.1 The parties shall not be liable for late payment or failure to comply with the obligations arising from this framework contract when this is due to force majeure.

25.2 For the purposes of this framework contract, force majeure shall mean extraordinary, unforeseeable or unavoidable events, the effects of which occur independently of the will or personal circumstances of the parties and which are beyond their reasonable control, affecting the effectiveness of the contract, in particular, but not exclusively:

25.2.1 Epidemics, atomic radiation, serious floods, cyclones, earthquakes;

25.2.2. other natural disasters which directly affect the scope of the benefits arising from this contract. 25.3 The occurrence of a force majeure event shall release the parties from liability for default or non-fulfilment of the obligations arising from this framework contract, provided that they are directly affected by it, to the strict extent that the respective punctual and timely fulfilment has been effectively prevented.

25.4 The party claiming that the event occurred due to force majeure shall notify the other party in writing within 48 (forty-eight) hours of the event occurring or becoming known of it, informing it of the circumstances, foreseeable duration, nature, consequences of the event, proposing alternative solutions, as well as other aspects that may be relevant to justifying and claiming force majeure.

25.5. Failure to comply with the provisions of the previous paragraph of this clause excludes the recognition of force majeure.

25.6 If the impossibility of non-fulfilment of the contract becomes demonstrably definitive, either party has the right to terminate the contract.

25.7. Termination of the contract under the terms of the previous paragraph does not entitle the parties to any compensation, but does not release them from fulfilling all obligations of a pecuniary or non-pecuniary nature arising from this contract constituted up to the date of the occurrence of the force majeure event, even if they fall due at a later date.

26. Communications

26.1 For all purposes arising from this Contract, the parties choose as their representatives citandi et executandi those set out in the Particular Conditions.

27. Law and jurisdiction

27.1 This Framework Contract and Special Conditions shall be interpreted and applied in accordance with Portuguese law.

27.2 To settle any question arising from the validity, interpretation or execution of this Contract which the Parties cannot resolve amicably, the courts of the District of Lisbon shall have jurisdiction, expressly waiving any other jurisdiction.

ANNEX A // INCIDENT RESOLUTION PROCEDURE

1. Recording the impact

After receiving the e-mail, a record will be created in 3cket's support application and the support team will begin analyzing the details of the anomaly reported by the Customer. The following tasks are carried out at this stage:

1. 1.1 Validation of the information received: Validation of all the information collected and analysis of the causes of the anomaly;
2. 1.2 Preliminary clarification: This clarification is made when the support team is unable to obtain sufficient information, or is unable to ascertain the cause of the anomaly without consulting information from third parties (User, external service providers, etc.). It is therefore necessary to collect additional information by e-mail or telephone.

1.3 Prioritization and allocation: Once the existence of an anomaly in App 3cket has been confirmed, it will be prioritized according to Table 1.

1.4 Assigning a priority level to the incident;

Table 1 -SLAs for corrective maintenance

1.5 Assigning responsibility for resolution; 1.6 Informing the customer of the details of

resolution;

2 Resolution

At this stage, the support team resolves the anomaly in the development environment and carries out tests to validate that it has been corrected.

3 Clasp

After resolution and certification by the support team, all the information will be gathered in order to apply the corrections to the client's production environment. The following tasks will be carried out:

3.1 Evidence of successful testing in the Development/Quality environment;

3.2 The Quality Ascent Document;

Once all the information has been received and 3cket has made the correction in Quality, the Customer has a period of 5 days to validate that the anomaly has been corrected. After this period, and if there is no communication from the customer, the support case is considered closed.

*Response time: Time that elapses between receipt of the e-mail reporting the error and the start of the resolution effort, for communications that occur during production support hours.

Version 01.2024