Terms of Service

# TERMS AND CONDITIONS — ENNTRA S.A.S. ENNTRA, a company identified as ENNTRA S.A.S., with Tax ID (NIT) 901.856.931 (hereinafter, the "Company", "We" or "Enntra"), in its capacity as owner and operator of the website www.enntra.com (the "Platform"), hereby establishes these Terms and Conditions governing the provision of its services. Enntra offers a technological solution designed for the purchase and sale of event tickets in a fast and secure manner. All tickets transacted through our platform are subject to verification processes in order to guarantee trust in the secondary market. **Acceptance of Terms:** Access to, use of, or any interaction with the Platform implies full, express and unreserved acceptance of these Terms and Conditions, as well as of any particular conditions established for specific events. Likewise, by using our services, the user declares that they know and accept, on a binding basis, the rules, terms of use and privacy policies of the original issuing ticketing companies of the tickets subject to the transaction. **Disclaimer of Liability with Respect to Third Parties:** Enntra acts as an independent technological facilitator. Consequently, the Company shall assume no liability whatsoever for discrepancies, claims, litigation or disputes arising between the user and the primary ticketing companies. This includes, but is not limited to: TuBoleta, Ticketmaster, TaquillaLive, TribunaVerde, as well as their parent companies, affiliates or subsidiaries. **Important Note:** The use of Enntra's services constitutes an unequivocal declaration of intent to be bound by these rules. If you do not agree with the content of this document, you must refrain from using the Platform and its associated services. --- ## Definitions For purposes of the interpretation and application of these Terms and Conditions, the following definitions are established: **Enntra (The Platform):** A contact and technological intermediation portal that facilitates the interaction between buyers and sellers of tickets in the secondary market. Under no circumstances shall Enntra be considered a ticketing company, ticketing operator, promoter or event organizer, unless expressly announced otherwise for a specific event. **Ticket:** A title, receipt or digital/physical record granting its holder the right of access to an event under the conditions of time, manner and place determined by the organizer. It includes location information, face value and the issuer's terms of use. **User:** A natural or legal person who accesses the Platform as a Seller or Buyer in order to use the intermediation services. **Seller:** A User who, having previously acquired a ticket through a primary ticketing company or a third party, uses the Platform to offer and transfer it to a Buyer. **Buyer:** A User who acquires one or more tickets through the Platform, undertaking to pay the price agreed upon with the Seller. **Face Value vs. Market Price:** The "Face Value" is the initial release price set by the primary ticketing company. The "Market Price" is the final sale value on Enntra, which may be higher or lower than the face value depending on supply and demand. **Ticketing Companies or Primary Operators:** Entities legally authorized for the issuance and initial commercialization of tickets (e.g., TuBoleta, Ticketmaster, TaquillaLive, etc.). They are solely responsible for access logistics and for refunds in the event of cancellation, under their own policies. **Promoter or Organizer:** The person or entity responsible for the planning, direction, security and execution of the event. It is the sole guarantor of the staging of the show and of compliance with legal regulations. **Technological Intermediation:** The service provided by Enntra consisting of making available to Users a digital infrastructure for the completion of the purchase and sale of tickets between private parties. Enntra operates independently of the logistics, execution and security of the event, as well as of the issuance of the tickets. **Ticketing Platform:** The application or portal authorized by the primary ticketing company (e.g., TuBoleta Pass, Quentro) required for the effective transfer of digital titles between the Seller and the Buyer. **Event:** Any show, performance or public or private act (concerts, sports, theater, festivals, etc.) for which tickets are transacted on the Platform. --- ## Terms and Conditions for THE BUYER By using the platform as a Buyer, you acknowledge and accept that Enntra acts exclusively as a contact and technological intermediation portal. The legal transaction of purchase and sale is entered into directly between the Seller and the Buyer, without Enntra assuming any direct, joint or subsidiary liability for the acts, omissions or risks arising from that private relationship. Likewise, the Buyer accepts that the use of the Platform entails the payment of an intermediation service fee (Service Fee). In order to guarantee transparency, the Buyer acknowledges that the price listed on the Platform already includes this service charge, and therefore the total amount displayed at the time of ticket selection is the final amount payable. This Service Fee constitutes the remuneration for Enntra's technical management and support, the service being deemed rendered and completed upon confirmation of the transaction. ### Absence of the Right of Withdrawal Pursuant to Article 47 of Law 1480 of 2011 (Consumer Statute), the Buyer acknowledges and accepts that the right of withdrawal does not apply to transactions carried out through Enntra. This is due to the following: **Nature of the Intermediation Service:** Enntra's technological intermediation service is deemed to be fully executed and rendered at the time the purchase and sale is confirmed. It therefore constitutes the provision of a service that begins with the consumer's consent and whose execution is instantaneous (Exception 1, Art. 47). **Recreational Services with a Fixed Date:** The purpose of the purchase and sale agreement entered into between the Seller and the Buyer is the acquisition of an entry ticket for an event or public show. Pursuant to paragraph 4 of Article 47 of Law 1480, the right of withdrawal does not apply to contracts for the provision of recreational services which, by their nature, must be performed on a specific date or period. **Transactions Between Private Parties:** Enntra acts exclusively as a contact portal. Given that the Seller is, as a general rule, a natural person and not a professional supplier under the terms of the Consumer Statute, the transaction is governed by the Civil Code, which does not contemplate unilateral withdrawal once the contract has been completed. ### The Buyer, by using Enntra, declares agreement with the following conditions: **Access and Receipt Requirements:** In order to process a purchase, the Buyer must accurately provide the information requested. It is the Buyer's exclusive responsibility to hold an active and verified account on the required ticket management platforms (such as TuBoleta Pass, Ticketmaster, Quentro, TaquillaLive app, among others) that allow for the transfer, receipt and use of digital tickets. **Nature of the Secondary Market:** The Buyer declares that they are aware that Enntra is a secondary market platform. Therefore, ticket prices are set by the sellers and may differ from the original face value. By completing the transaction, the Buyer agrees to pay the listed price, regardless of whether it is higher or lower than the initial acquisition cost. **Regulatory Compliance:** Every purchase is subject to these Terms and Conditions, as well as to the policies of the primary ticketing companies and the specific rules of the event's promoters or organizers. **Exclusion of Primary Sale Benefits:** Purchases made on Enntra do not entitle the Buyer to access promotions, discounts, presale benefits or loyalty programs offered exclusively by the organizer through its main sales channel. **Purchase Limits:** The maximum number of tickets per transaction shall be subject to real-time inventory availability or to the technical restrictions of the platform at the time of the order. **Responsibility for Information:** Enntra is not responsible for errors in the registration or purchase process arising from the user's negligence. It is the Buyer's duty to verify that their contact details, particularly their email address and telephone number, are correct and up to date. **Cancellation and Force Majeure Policy:** Enntra is under no obligation to issue refunds in the event of cancellation, postponement or modification of the conditions of the event. This includes, but is not limited to, cases arising from force majeure, fortuitous events, health emergencies, natural disasters, acts of terrorism or governmental regulatory changes beyond the platform's control. **Limitation of Liability for Damages:** Under no circumstances shall Enntra be liable for indirect, incidental or punitive damages, or for loss of profits (loss of income), arising from the use of the site or the inability to attend the event. **Errors in Transfer Details:** The Buyer assumes full responsibility for correctly entering the email address linked to the authorized ticketing platforms. In the event of loss of the ticket due to an error in the information provided by the user, no refunds or replacement claims shall apply. **Access Guarantee and Incident Reporting:** The Buyer has a maximum period of five (5) days following the conclusion of the event to report any issue relating to the validity of the ticket or access to the venue. Once this period has elapsed without a formal claim being received through the official channels, the transaction shall be deemed successful. **Nature of the Intermediation Fee:** The Buyer acknowledges that Enntra provides a service of managing and making available a digital secondary market, which is autonomous and independent from the execution of the event. Therefore, the "Service Fee" charged on each transaction constitutes the consideration for that intermediation service. Once the purchase has been processed, Enntra's service is deemed to have been fully performed, and consequently the amount of the Service Fee shall not be subject to return or refund, regardless of any claim the Buyer may have against the Seller, the Primary Ticketing Company or the event Promoter, except in the case of a technical error attributable exclusively to Enntra. **Compliance with Event Restrictions (Age and Conditions):** It is the Buyer's exclusive responsibility to verify age restrictions, policies on the admission of minors, prohibited items and health conditions required by the Organizer. Inability to enter the event due to non-compliance with these rules shall not give rise to any right to a refund from either Enntra or the Seller. **Payments and Security:** Payments are processed through authorized payment service providers (payment gateways) and by direct transfer. The Buyer accepts the terms and conditions of such gateways. Enntra does not store sensitive credit or debit card data and is not responsible for technical failures, bank rejections or fraud occurring within the external payment gateway environment. **Technical Transferability After Purchase:** Once the Seller initiates the transfer process on the relevant ticketing platform (e.g., TuBoleta Pass, TaquillaLive App), the Buyer is responsible for accepting such transfer within the time indicated by the system. The Buyer's negligence or failure to act in receiving the digital title shall not constitute grounds for a refund. **Customer Service:** For any questions or incidents during the purchase process, users may officially contact the support team by email at: info@enntra.com. --- ## Terms and Conditions for THE SELLER By using the platform as a Seller, you acknowledge and accept that Enntra acts exclusively as a contact and technological intermediation portal. The legal transaction of purchase and sale is entered into directly between the Seller and the Buyer, without Enntra assuming any direct, joint or subsidiary liability for the acts, omissions or risks arising from that private relationship. ### The Seller, by using Enntra, declares agreement with the following conditions: **Warranty of Legitimacy and Ownership:** The Seller warrants that they are the legitimate owner of the tickets offered and that these have been acquired through official channels. The sale of duplicated or counterfeit tickets, or tickets whose validity has been revoked, is prohibited. The Seller shall be solely liable, both civilly and criminally, for any claim of fraud or invalidity of the transferred title. **Responsibility for the Technical Transfer:** As with the Buyer, the Seller is obliged to hold an active and functional account on the required ticket management platforms (e.g., TuBoleta Pass, Quentro, TaquillaLive app). The Seller must ensure that the transfer is carried out technically and effectively to the account of the Buyer or of the Platform, as instructed. **Accuracy in the Description of Inventory:** The Seller undertakes to provide truthful and detailed information regarding the location, section, row and any restriction applicable to the ticket (e.g., "partial view", "over 18 only"). Any discrepancy between what is advertised and what is delivered shall be considered a breach of contract by the Seller, entitling Enntra to cancel the transaction and withhold the funds. **Independence from Original Benefits:** The Seller acknowledges that, when transacting in the secondary market, they cannot guarantee the Buyer access to benefits, cancellation insurance or promotions linked to the primary purchase. The Seller shall refrain from offering additional services that do not depend directly on their own personal management. **Prohibition of Chain Withdrawal:** The Seller undertakes not to exercise rights of withdrawal, payment reversal or any annulment action before the primary ticketing company once the ticket has been listed or sold on Enntra. Breach of this clause shall entitle Enntra to withhold funds, initiate legal action for fraud and report the user to credit bureaus. **Commitment to Immediate Availability:** By listing a ticket, the Seller declares that the title is available for immediate transfer. Enntra reserves the right to establish maximum delivery times once a purchase has been confirmed; failure to meet these times may result in cancellation of the sale and the application of administrative charges. **Updating Banking Information:** It is the Seller's exclusive responsibility to correctly register their bank certification in Colombia. Enntra is not responsible for transfers made to incorrect or inactive accounts provided by the user. No claims shall apply if funds are deposited into an account incorrectly entered by the Seller. **Subjection to Force Majeure Policies:** The Seller accepts that, in the event of definitive cancellation of the event due to force majeure or by decision of the organizer, the transaction on Enntra shall be governed by the policies of the primary ticketing company. The Seller acknowledges that if the ticketing company issues the refund to the original buyer (the Seller), the Seller must respond to the final Enntra Buyer if the Platform so determines in order to guarantee fairness. **Withdrawal of Listings:** The Seller may withdraw their tickets from the platform at any time, provided they have not been selected for a transaction in progress or effectively sold to a third party. Breach of this obligation may result in penalties or suspension of the account. **Multichannel Sales and Updating:** The Seller retains the right to sell their tickets through channels outside Enntra. However, they undertake to immediately remove the listing from the Platform at the time of an external sale. Breach of this obligation resulting in a "double sale" may lead to penalties or suspension of the account. **Autonomy in Price Setting:** The Seller has full autonomy to set the sale price, which may be higher or lower than the face value. Price suggestions provided by Enntra are non-binding market analysis tools and are to be understood solely as informational opinion. **Assumption of Commercial Risk:** Enntra does not guarantee the effective sale of listed tickets. The Seller assumes market risk, price fluctuation and lack of demand, without any right to claim against the Company for the absence of transactions. **Disbursement of Payments:** Once receipt of the ticket by the Buyer has been confirmed, the integrity of the transaction has been validated by the Buyer, and Enntra's administrative verification process has been completed, the Company shall arrange for the transfer of the corresponding funds. The Seller accepts the following conditions for the collection of their money: - **i) Territoriality:** The disbursement of funds shall be made exclusively to active bank accounts within Colombian territory, under the certificate of ownership provided by the Seller on the Platform. - **ii) Processing:** The time of final crediting to the Seller's account shall depend on the internal processing cycles of the receiving banking institution and on the interbank clearing networks in force in Colombia. - **iii) Banking Independence:** Enntra is not responsible for delays, withholdings or rejections arising from the internal policies of the Seller's bank, nor for errors in the banking product information (account number or account type) provided by the user. **Anti-Fraud Protocol:** In the event of any suspicion of irregularity, the Seller must report the case immediately to info@enntra.com. Enntra reserves the discretionary right to: i) investigate unusual activity and temporarily or permanently suspend linked accounts; ii) reverse operations that compromise the integrity of the Platform's ecosystem; iii) report allegedly criminal conduct to the competent authorities. **Unilateral Reversal Due to Unlawfulness:** If it is established that a sale was the product of fraud, identity theft or any unlawful conduct, Enntra shall be entitled to reverse the transaction unilaterally. In such cases, if the ticket is recoverable, it shall be returned to the Seller's inventory, without prejudice to any legal action Enntra may initiate. **Validity of the Listing:** Tickets may be transacted on the Platform until 11:59 p.m. of the calendar day on which the event takes place. After this time, the system will automatically disable any attempted transaction involving that inventory. **Technical Support:** To resolve questions regarding the sales process or payment management, the Seller may use the official channel: info@enntra.com. --- ## AUTHORIZATION FOR CONTACT AND NOTIFICATIONS By accepting these Terms and Conditions, the User (in their capacity as Buyer or Seller) grants their prior, express and informed consent to Enntra S.A.S. to be contacted for the purposes of managing the operation of the service, validating transactions, account security and technical support. This authorization empowers the Company to carry out communications through the following channels: - Email registered on the Platform. - Telephone calls to the contact numbers provided. - Instant messaging (WhatsApp, Telegram or similar applications). - Short message services (SMS). - Social media: direct messaging (DM), comments or interactions through Enntra's official profiles on platforms such as Instagram, Facebook, TikTok, X (formerly Twitter), LinkedIn, among others, provided that the User has previously interacted with such profiles or provided their usernames (handles). - Push notifications within the Platform or associated mobile applications. The User acknowledges that these communications are necessary for the fulfillment of the contractual purpo