This Sales and Cancellation Policy governs the tickets purchased by the user (“User”) through the platform www.bilheteria.masp.org.br (“Platform”), which sells tickets online for exhibitions and other events promoted or hosted by the São Paulo Museum of Art Assis Chateaubriand, a private non-profit association, headquartered in the city of São Paulo, State of São Paulo, at Avenida Paulista, nº 1578, Cerqueira César, 01310-200, registered with the CNPJ/ME under nº 60.664.745/0001-87 (“MASP”).
This Sales and Cancellation Policy exclusively governs the tickets purchased through the Platform. Its terms will not fully apply to tickets purchased by the User at physical sales points located at the Museum, nor to tickets possibly purchased by the User outside the official sales points (Museum box office and Platform) of MASP (such as, for example, purchasing a ticket from a third party), for which the User assumes full responsibility.
The User will be solely responsible for checking the access information (date, time, and event description) and the ticket holder (name) before completing the purchase, as it will not be possible to change the information after the purchase.
Once the purchase is completed, the tickets will be sent to the email provided by the User when accessing the Platform. The verification of the email, to provide the correct address for receiving the tickets, is the sole responsibility of the User.
To finalize purchases made on the Platform, the User may be directed to the payment page linked to an external system operated by third parties.
In the event of any discrepancies between the data provided in the registration and the payment data, or in the case of suspicion or report of improper purchase, MASP may (i) cancel the purchase and inform the User via email; or (ii) upon request from the external operator or financial institution, share the purchase data (limited, in the case of Personal Data, to those indicated in the Privacy Policy) to investigate and prevent fraud.
In any scenario, MASP will not be held responsible for damages caused by the User's negligence or imprudence regarding their banking data, nor for those resulting from actions by third parties not linked to the Museum (such as, for example, card cloning), and it is up to the User to contact the financial institution, if applicable.
The tickets will be valid only for the days and times selected by the User, and it will not be possible to exchange them after purchase.
At the time of use, to enter the Museum, the User must carry the tickets in PDF or printed in a legible manner, as MASP does not print tickets or operate via a name list for entry.
If the tickets are not used, it will not be possible to reschedule the date and time, nor will any refund be due to the User.
MASP accepts the cancellation of ticket orders, exclusively purchased through the Platform, up to 7 (seven) calendar days from the date of receipt of the order, provided that the cancellation is requested at least 48 hours before the event date. If the event is less than 48 hours away, cancellation will not be possible.
The User can cancel the order by accessing the “My Orders” menu on the Platform, selecting the order they wish to cancel, and clicking “Cancel Order”. The cancellation of an order covers all tickets purchased in the order, and it is not possible to cancel only part of the tickets.
If an event promoted by MASP is canceled, the ticket cancellation will be processed automatically and will follow the refund procedures indicated below.
If an event promoted by MASP is rescheduled, an email will be sent to the User informing them of the rescheduling and indicating the new date and time. If the User does not wish to keep the tickets, they may request cancellation within the same 7 (seven) day period from the issuance of the new tickets, and the 48-hour minimum notice period for the event will not apply in this case.
The same applies to events promoted by third parties but sold through the Platform.
Once the above requirements are met, after the cancellation request, it will be automatically processed by the Platform.
For credit card payments, the refund request is automatically sent to the financial institution, and the compensation period on the statement will depend on the internal policies of each institution.
For PIX payments, the refund request is automatically processed by the platform system, and a PIX is sent to the same account used for ticket payment, within an estimated period of up to 48 (forty-eight) hours.