PHNOM PENH INTERNATIONAL OPERA FESTIVAL

These General Terms and Conditions ("Terms") apply to:

The sale and purchase of tickets for any performance or event presented by the Phnom Penh International Opera Festival ("PPIOF" or "we", "us", "our")

Your attendance at, and conduct during, any PPIOF event

Any services or experiences provided in connection with PPIOF events

By purchasing a ticket for an event and/or seeking to attend an event, you ("you", "the Ticket Holder", "Patron") agree to be bound by these Terms. If you purchase a ticket on behalf of someone else, you undertake to inform them of these Terms and any other conditions notified at the time of sale.

These Terms are in addition to any specific terms and conditions notified at the time of ticket purchase, PPIOF's Privacy Policy, and the venue's policies and procedures.

In these Terms:

"Event" means any opera performance, concert, talk, masterclass, tour, rehearsal, workshop or other performance, experience or activity presented by PPIOF or for which PPIOF sells tickets.

"Performance" means the scheduled date and time of an Event as advertised.

"Ticket" means proof of entry to an Event, whether physical or digital, and includes any conditions, restrictions or information printed or provided on or with the Ticket.

"Venue" means the venue at which an Event takes place, including all buildings, grounds, facilities, seating areas and outdoor spaces.

"Prohibited Items" means items that pose a safety, security or disruption risk, including (but not limited to) weapons, explosives, glass containers, professional recording equipment, and any item designated as prohibited by PPIOF or venue management.

3.1 Authorised Sales Channels

Tickets are sold only through:

PPIOF's official website (www.phnompenhopera.com)

PPIOF's box office (if applicable)

Authorised ticket agents and resellers designated by PPIOF in writing

Authorised venue box offices

Only tickets purchased through these authorised channels are valid for entry. PPIOF assumes no responsibility for tickets purchased from unauthorised sellers, third-party resellers not designated by PPIOF, or tickets obtained through fraud or forgery.

3.2 Ticket Verification

PPIOF reserves the right to verify ticket authenticity at the point of entry. If a ticket is found to be counterfeit, fraudulent or not obtained through an authorised sales channel, entry may be refused without refund.

3.3 Ticket Pricing and Errors

We make every effort to ensure ticket pricing is correct at the time of sale. However, PPIOF reserves the right to correct genuine errors in pricing. If a pricing error is discovered after purchase, PPIOF holds the right to deny any refunds, but will always attempt to find the best solution for every party.

3.4 Pricing Information

Advertised prices may include or exclude taxes, venue fees, booking fees and any other charges. The final price payable will be clearly displayed before confirmation of purchase. Prices are subject to change without notice until a Ticket is purchased and confirmed.

3.5 Booking Conditions

All ticket purchases are subject to availability. Booking does not guarantee tickets will be available at the time of purchase. PPIOF reserves the right to place limits on the number of tickets sold per transaction or per person.

4.1 Payment Methods

Payment must be made in full by the date specified at the time of purchase. PPIOF accepts payment by credit card, debit card, bank transfer, and such other methods as specified on the ticketing website or at the box office.

4.2 Non-Payment

If payment is not received in full by the due date, PPIOF may:

Cancel the booking and release the tickets for resale

Withhold entry until payment is received

Pursue recovery of any outstanding amounts

4.3 Billing Details

By providing billing details, you warrant that you are authorised to use the payment method supplied and that the information is accurate and complete.

4.4 Failed Transactions

If a payment transaction fails, PPIOF may attempt to resubmit payment or contact you to arrange alternative payment. Repeated payment failures may result in cancellation of the booking.

5.1 General Refund Policy

Tickets are generally non-refundable once purchased, except as set out in these Terms or as required by applicable consumer protection law. This includes situations where the Ticket Holder's personal circumstances change, or where a Patron arrives late or chooses not to attend.

5.2 Refunds – Performance Cancellation

If PPIOF cancels a Performance in its entirety, a full refund of the ticket purchase price will be offered to the original Ticket Holder, subject to:

The Ticket being valid and obtained through an authorised sales channel

No contribution by the Ticket Holder to the cancellation

A valid refund claim being made in accordance with Section 5.6

Refunds will be processed to the original payment method within 14 business days of the cancellation being announced.

5.3 Refunds – Performance Abandoned After Commencement

If a Performance is abandoned after commencement but before the conclusion of the performance (regardless of the reason), PPIOF will:

Offer a credit (full or partial, at PPIOF's discretion) for a future event

Consider refund requests on a case-by-case basis if a credit cannot be used

For clarity, partial attendance does not entitle a Patron to a refund unless the Performance is abandoned or substantially altered as per Section 5.4.

5.4 Refunds – Substantial Alteration of Performance

If a Performance is substantially altered (such as a major change to the advertised programme, significant change of principal performers, or major change to the scheduled date or time), the Ticket Holder may:

Accept the altered Performance and retain the ticket

Exchange the ticket for another Performance of equal or lesser value

Request a refund in accordance with Section 5.6

A minor change (such as a change to the supporting cast, or a minor rescheduling) does not constitute substantial alteration and does not entitle the Ticket Holder to a refund unless otherwise agreed.

5.5 Cancellations by Ticket Holder

Ticket Holders may request cancellation of a booking in accordance with the following terms:

Premium Performances and Events: Cancellation requests must be received more than 14 days before the Performance. Cancellations received within 14 days of the Performance are non-refundable.

Standard Performances: Cancellation requests must be received more than 7 days before the Performance. Cancellations received within 7 days of the Performance are non-refundable.

Promotional and Special Events: Cancellation terms will be specified at the time of purchase and may be more restrictive.

Upon valid cancellation, a refund will be issued to the original payment method within 14 business days.

5.6 Refund Claims and Procedure

To claim a refund, the Ticket Holder must:

Contact PPIOF in writing (email: info@phnompenhopera.com, or such other contact details as published on the PPIOF website)

Provide the original ticket confirmation or reference number

Provide a valid reason for the refund request and any supporting documentation

Submit the claim within 30 days of the Performance date (or within 60 days for performances that are cancelled)

PPIOF will review the claim and respond within 14 business days. If the claim is approved, the refund will be processed within 14 business days. If the claim is denied, PPIOF will provide reasons.

5.7 Refund Processing

Refunds will be processed to the original payment method used at purchase. Bank processing times may vary by financial institution and card type (3–10 business days is typical). PPIOF is not responsible for delays in credit appearing in your account.

5.8 Third-Party Ticket Resellers

If a ticket is purchased through a third-party reseller (whether authorised or otherwise), any refund claims must be directed to the reseller. PPIOF will not process refunds for tickets purchased from third parties; however, if the Performance is cancelled, PPIOF may, at its discretion, assist in processing refunds directly to the original Ticket Holder.

6.1 Exchange Eligibility

Ticket Holders may request an exchange for a different Performance under the following conditions:

The request is made at least 7 days before the original Performance

The original Ticket is valid and obtained through an authorised sales channel

The Ticket Holder is exchanging for a Performance of the same or lesser value

Availability exists for the requested Performance

6.2 Exchange Fees

A booking fee may apply to exchanges, as specified on the PPIOF website or at the box office.

6.3 Exchange Process

Exchange requests should be made by contacting the PPIOF box office or submitting a request via the PPIOF website. PPIOF will confirm availability and issue a new ticket for the requested Performance. The original ticket will be cancelled upon issuance of the replacement ticket.

7.1 Right to Modify Cast and Programme

PPIOF reserves the right, at its sole discretion, to:

Change, substitute, withdraw or postpone any Performance

Alter the announced cast, performers or production team

Modify the programme or performance content

Change the date, time or venue of a Performance

Use substitutes or understudies

These changes may occur at any time prior to or during the Performance and may be made without notice.

7.2 Notification of Changes

PPIOF will make reasonable efforts to notify Ticket Holders of any significant changes as soon as practicable through:

Email notification (if contact details are provided)

Updates on the PPIOF website

Announcements at the Venue

However, PPIOF is not obligated to notify individual Ticket Holders and does not accept liability for failure to communicate changes in advance.

7.3 No Refund for Cast Changes

A change of cast, performer or production team does not entitle the Ticket Holder to a refund unless the change constitutes a "substantial alteration" as defined in Section 5.4, at PPIOF's sole discretion.

7.4 Force Majeure

PPIOF will not be liable for any failure to perform its obligations or for any cancellation or postponement resulting from:

Natural disasters (earthquakes, floods, typhoons, etc.)

Acts of war, terrorism, civil unrest or government action

Epidemic, pandemic or public health emergency

Labour strikes or industrial action

Utility failures or infrastructure damage

Any other circumstances beyond PPIOF's reasonable control

In the event of Force Majeure, PPIOF will, where possible, reschedule the Performance or offer a credit for future events. If a rescheduled Performance cannot be arranged, refunds will be offered in accordance with Section 5.2.

8.1 Entry Requirements

To gain entry to a Performance, the Ticket Holder must:

Produce a valid Ticket (physical or digital)

Comply with these Terms and all Venue rules and procedures

Follow all reasonable directions of PPIOF and Venue staff

Comply with all applicable laws and regulations

Not be under the influence of alcohol or illegal drugs

Not possess any Prohibited Items

Undergo security screening (including bag checks or personal searches) if required

Provide proof of age if required (for restricted performances)

8.2 Timing and Latecomers

Patrons are advised to arrive in good time before the Performance commences. The advertised start time is when the Performance will begin; seating for latecomers may not be available.

PPIOF reserves the right to:

Refuse entry to latecomers if seating cannot be arranged without disruption

Admit latecomers only at a suitable break in the Performance (if one exists)

Admit latecomers to standing room only (if available)

No refund or compensation will be provided if entry is refused due to lateness.

8.3 Seating and Seat Changes

Patrons must occupy only the seat or section indicated on their Ticket. Patrons who change seats without authorisation may be asked to move or refused entry to future performances.

PPIOF does not guarantee the availability of specific seats or sightlines and is not responsible for obstructed or partially obstructed views, sightline quality, or acoustics in any seat.

8.4 Venue Closure and Capacity

PPIOF may, at any time and in its sole discretion:

Reduce venue capacity for safety or operational reasons

Relocate a Performance to an alternative venue

Restrict access to certain areas of the Venue

If relocation occurs, Ticket Holders will be notified as soon as practicable and may request an exchange or refund in accordance with these Terms.

9.1 Grounds for Refusal of Entry

PPIOF and Venue staff reserve the right to refuse entry to, or remove from, a Performance any person:

(a) Who fails to comply with these Terms, Venue rules or applicable laws;

(b) Who is intoxicated or under the influence of illegal drugs;

(c) Who is carrying or in possession of any Prohibited Item;

(d) Who refuses to undergo security screening or comply with security procedures;

(e) Who cannot produce a valid Ticket, or proof of age if required;

(f) Who is not accompanied by a supervising adult if required (see Section 10);

(g) Who is engaged in, or threatening, violent, abusive, harassing, discriminatory or disruptive conduct;

(h) Who is acting in a manner that poses a safety or security risk to themselves, other Patrons, or staff;

(i) Who is breaching the Code of Conduct (Section 10);

(j) Who is failing to follow reasonable directions of PPIOF or Venue staff;

(k) Who is engaged in illegal activity or breach of venue bylaws;

(l) For safety or security reasons, even if the Patron has done nothing wrong (in which case a refund may be offered at PPIOF's discretion if the Patron is not at fault).

9.2 No Refund for Refusal of Entry

If entry is refused or a Patron is removed from a Performance due to breach of these Terms or Venue rules, no refund or compensation will be provided. The Patron may also be banned from future PPIOF events.

9.3 Ejection and Safety

If a Patron is removed from a Performance for safety or security reasons, or for breach of these Terms, PPIOF or Venue staff may:

Escort the Patron from the Venue

Confiscate any Prohibited Items

Involve law enforcement if necessary

Report the incident to relevant authorities

PPIOF accepts no liability for reasonable actions taken in the exercise of these powers.

10.1 Patron Conduct Standards

All Patrons agree to conduct themselves in a manner that is:

Respectful and courteous to other Patrons, performers and staff

Compliant with applicable laws and regulations

Non-disruptive to the Performance or other Patrons

Safe and free of aggressive, violent, abusive or harassing behaviour

10.2 Prohibited Conduct

The following conduct is prohibited and may result in refusal of entry or removal:

Violence or Threats: Any violence, threatened violence, aggressive physical contact, or intimidating behaviour towards any person.

Abusive Language: Verbal abuse, swearing, racial slurs, sexual harassment or any abusive language directed at Patrons, staff or performers.

Harassment and Discrimination: Any form of harassment, bullying or discrimination based on protected characteristics including race, ethnicity, gender, sexual orientation, disability, age or religion.

Disruption: Talking, using mobile phones, taking photographs, recording, loud eating or any conduct that disrupts the Performance or other Patrons' enjoyment.

Intoxication: Arriving at or consuming alcohol excessively at the Venue, or being under the influence of illegal drugs.

Prohibited Items: Possessing, attempting to bring, or concealing Prohibited Items including weapons, explosives, glass bottles, professional camera/recording equipment or any item designated as prohibited.

Illegal Activity: Engaging in or attempting any illegal activity within the Venue.

Non-Compliance: Failing to comply with staff instructions or these Terms.

10.3 Enforcement

PPIOF and Venue staff are authorised to enforce the Code of Conduct and these Terms. Failure to comply with reasonable staff instructions may result in immediate removal without refund.

11.1 Age Restrictions

Certain Performances may have age restrictions due to content, duration or other considerations. Age restrictions will be clearly indicated in the Performance description. PPIOF reserves the right to refuse entry to any child not meeting the stated age requirement.

11.2 Supervision Requirements

Unless otherwise specified:

Children under 14 years must be accompanied by a supervising adult (18 years or older) at all times

Children aged 14–16 may attend without supervision unless specified otherwise

The supervising adult is responsible for the child's conduct and compliance with these Terms

PPIOF reserves the right to refuse admission if a child is not accompanied as required.

11.3 No Childcare

PPIOF does not provide childcare, supervision or facilities for children. Parents and guardians are solely responsible for their children's supervision and safety.

11.4 Comfort and Duration

Performances may be of extended duration (opera performances typically run 2–4 hours with intervals). Parents and guardians should consider their child's comfort and attention span. Refunds are not provided due to a child leaving or being removed mid-performance.

12.1 Prohibition on Recording

Unless expressly authorised by PPIOF in writing:

Photography and Video: Personal photography and video recording of Performances is strictly prohibited.

Audio Recording: Audio recording of Performances is strictly prohibited.

Professional Equipment: The use of professional or semi-professional camera, video or recording equipment is prohibited.

Streaming: Live streaming or uploading Performance content to social media or third-party platforms is prohibited.

12.2 Penalties for Breach

Patrons found in breach of this section may be:

Required to delete recorded material

Removed from the Venue without refund

Pursued for damages if PPIOF's intellectual property rights are infringed

Referred to law enforcement if warranted

12.3 Official Recording and Use of Images

PPIOF and authorised media partners may:

Photograph and record Performances and audiences

Photograph Patrons and audience members during events

Use these images and recordings for promotional, educational, archival and commercial purposes (including on PPIOF's website, social media, marketing materials, press releases and publications)

By attending a Performance, Patrons consent to being photographed and recorded, and to PPIOF's use of these images and recordings in accordance with PPIOF's Privacy Policy.

12.4 Intellectual Property

All performances, scripts, music, choreography, designs and other creative works presented by PPIOF are protected by copyright and other intellectual property laws. Patrons must not reproduce, distribute, adapt or exploit these works without PPIOF's express written consent.

13.1 Commitment to Inclusion

PPIOF is committed to welcoming all Patrons and providing accessible events. We aim to accommodate patrons with disabilities, mobility limitations, sensory requirements and other access needs.

13.2 Advance Notice Required

Patrons requiring accessibility accommodations or assistance should advise PPIOF in advance of the Performance. This enables PPIOF to:

Reserve accessible seating (including wheelchair accessible spaces)

Arrange assistance or support

Provide alternative formats (large print programmes, audio descriptions, etc.)

Make reasonable adjustments

13.3 Access Contact

For access information and to request accommodations, Patrons should contact:

Email: info@phnompenhopera.com

Telephone: [PPIOF contact number]

Website: www.phnompenhopera.com

Requests should be made at least 7 days before the Performance where possible.

13.4 Accessibility Features

PPIOF will provide information on:

Venue accessibility (wheelchair access, accessible toilets, parking, etc.)

Seating arrangements and sightlines

Audio description services (if available)

Large print and digital programmes

Assisted listening systems (if available)

Guide dog policies

Personal assistance arrangements

13.5 Companion/Carer Seating

Patrons requiring a companion or carer for access reasons may arrange for companion seating. Ticket pricing for companions will be advised upon enquiry.

13.6 Medical and Mobility Aids

Patrons using mobility aids (wheelchairs, walkers, canes, etc.) are welcome. PPIOF will make reasonable adjustments to accommodate these aids, subject to safety and fire code requirements.

13.7 Limitations and Disclaimers

While PPIOF will make all reasonable efforts to provide accommodations, not all requests can be fulfilled. Accessibility features are subject to:

Venue capacity and design constraints

Safety and emergency evacuation requirements

Fire and building code compliance

Availability of specific services or equipment

PPIOF will discuss alternatives if a requested accommodation cannot be provided.

14.1 Assumption of Risk

Patrons attend Events at their own risk. Attendance at Events involves inherent risks including (but not limited to):

Physical exertion and fatigue

Loud noise levels and potential hearing damage

Flashing lights and strobe effects

Allergic reactions (e.g., to performance materials, scents, smoke effects)

Crowded conditions and the risk of injury or illness

Travel to and from the Venue

Weather conditions

By attending, Patrons assume all risks associated with attendance and participation.

14.2 Health and Safety Warnings

PPIOF will provide warnings of significant health and safety risks where reasonably practicable (e.g., loud noise levels, flashing lights, smoke effects, etc.). However, Patrons are responsible for assessing their own health and fitness to attend and should avoid Events if they have known health conditions that may be affected by these risks.

14.3 Personal Belongings

PPIOF and the Venue are not responsible for loss, theft, damage or destruction of personal belongings left at the Venue, whether in seating areas, coat check facilities or elsewhere. Patrons should:

Keep valuables with them or in a secure location

Not leave belongings unattended

Use coat check facilities at their own risk

14.4 Limitation of Liability

To the fullest extent permitted by law, PPIOF and the Venue exclude all liability to Patrons for:

(a) Death, personal injury, illness or medical conditions, including those arising from PPIOF's or the Venue's negligence (except where such exclusion is prohibited by law);

(b) Loss, theft, damage or destruction of personal belongings;

(c) Loss of enjoyment of a Performance due to any cause;

(d) Economic loss, loss of earnings, loss of business opportunity or loss of profits;

(e) Indirect, consequential or special damages;

(f) Distress, disappointment or inconvenience;

(g) The conduct or omissions of other Patrons, performers, or third parties;

(h) Failure to perform obligations due to Force Majeure events;

(i) Reliance on performance reviews, websites, blogs or third-party opinions;

(j) Technical failures, system errors or service interruptions.

14.5 Non-Excludable Liability

Nothing in these Terms limits liability for:

Death or personal injury caused by PPIOF's or the Venue's negligence (where non-excludable by law)

Fraud or fraudulent misrepresentation

Any liability that cannot legally be excluded or limited

14.6 Indemnification

Patrons agree to indemnify and hold harmless PPIOF, the Venue, their officers, employees and agents from any claims, damages, losses, costs or liabilities arising from:

The Patron's attendance at or conduct at a Performance

The Patron's breach of these Terms

The Patron's violation of applicable law

The Patron's negligence or wilful misconduct

15.1 Secure Payment

PPIOF uses industry-standard encryption and security protocols for online ticket transactions. However, PPIOF is not responsible for unauthorised access to your payment information due to your own breach of security.

15.2 Card Details

By providing credit or debit card details, you warrant that:

You are authorised to use the card

The information is accurate and complete

You will notify PPIOF immediately of any unauthorised use

15.3 Fraudulent Transactions

If you believe a transaction has been made fraudulently or without authorisation, you must notify PPIOF immediately. PPIOF will cooperate with your card issuer's investigation.

15.4 Billing Disputes

Billing disputes must be raised with your card issuer or bank. PPIOF can provide transaction details and documentation to support dispute resolution.

16.1 Personal Information

PPIOF collects and uses personal information (name, email, phone number, address, payment details, etc.) for:

Processing ticket orders

Communicating about your booking

Sending promotional information (with your consent)

Venue security and emergency procedures

Complying with legal obligations

16.2 Data Handling

Personal information will be:

Stored securely

Handled in accordance with PPIOF's Privacy Policy

Protected by appropriate security measures

Not shared with third parties except where necessary for ticket delivery and payment processing

16.3 Privacy Policy

For full details of how PPIOF collects, uses and protects your personal information, refer to PPIOF's Privacy Policy available on www.phnompenhopera.com.

16.4 Consent to Communications

By providing your email address or phone number, you consent to receiving:

Essential ticketing communications and updates

Performance reminders and changes

Promotional information and newsletters (unless you opt out)

You may unsubscribe from promotional communications at any time.

17.1 Group Booking Eligibility

Group bookings (typically 8 or more Tickets) are available for most Performances. Group bookings may be subject to special terms, conditions and pricing.

17.2 Group Booking Process

Groups interested in booking should:

Contact the PPIOF group sales team

Request a quotation and available dates

Complete a group booking form

Provide payment and attendee information

17.3 Group Booking Conditions

Group bookings are subject to:

Minimum group size requirements

Advance booking deadlines (typically 14–21 days)

Specific cancellation and refund terms (which may be more restrictive than individual bookings)

Payment terms as agreed

17.4 Group Leader Responsibility

The group leader (organiser) is responsible for:

Communicating Terms and conditions to all attendees

Coordinating attendance and confirming final numbers

Collecting payment from attendees

Notifying PPIOF of any changes or cancellations

17.5 Individual Ticket Terms Apply

Each Patron remains individually bound by these Terms regardless of group booking arrangements.

18.1 Complaints Procedure

If you have a complaint about a Performance, your Ticket, or your experience at PPIOF, you should:

Contact PPIOF in writing within 14 days of the Performance:

Email: info@phnompenhopera.com

Postal mail: [PPIOF office address]

Provide details including:

Your name and contact information

Ticket reference number

Performance date

Nature of complaint

Remedies sought

Supporting documentation or evidence

PPIOF Response: PPIOF will investigate and respond within 14 business days.

18.2 Dispute Resolution

If you are not satisfied with PPIOF's response, you may:

Request escalation to PPIOF's management

Pursue alternative dispute resolution (mediation, arbitration)

Pursue legal remedies as available under Cambodian law

18.3 Mediation

Before commencing legal proceedings, the parties agree to attempt to resolve disputes through good-faith negotiation. If resolution is not reached, the parties may jointly agree to pursue mediation.

PPIOF may update these Terms from time to time by posting revised Terms on the PPIOF website. Your continued use of PPIOF's services constitutes acceptance of updated Terms.

Material changes will be notified to existing ticket holders where reasonably practicable.

These Terms were last updated: 4 December 2025

These Terms are governed by the laws of the Kingdom of Cambodia. Any legal proceedings arising from these Terms or your attendance at PPIOF Events shall be subject to the exclusive jurisdiction of the courts of Cambodia.

For questions, concerns or to exercise your rights under these Terms, contact PPIOF:

Phnom Penh International Opera Festival

📧 Email: info@phnompenhopera.com

🌐 Website: www.phnompenhopera.com

📱 Telephone: [Insert contact number]

📮 Postal Address: [Insert PPIOF office address]

Accessibility Enquiries: [Insert accessibility contact]

By purchasing a Ticket for a Phnom Penh International Opera Festival Event, you acknowledge that you have read, understood and agree to be bound by these General Terms and Conditions.

Version 1.0 – Effective 1 January 2026