These general terms and conditions of sale (hereinafter referred to as the “Terms and Conditions”) govern the sale of tickets, services and products (hereinafter referred to as the “Services”), the commercial relationship and the rights and obligations of the purchaser (hereinafter referred to as the “Customer” and/or the “Festival-goer”) and Dour Music Festival SA, Rue de la Corderie 19, 7370 Dour, BCE no. 0439.671.801 (hereinafter referred to as “Dour Music Festival SA”), the organiser of the Dour Festival (hereinafter referred to as the “Festival”).
The term “Customer” and/or “Festival-goer” refers to the person in whose name a ticket is booked and/or purchased and/or the person who comes to the Dour Festival.
The Terms and Conditions also apply to Festival-goers who have received and used a ticket without having booked and/or purchased it (e.g. gifts, competitions, etc.).
The Customer acknowledges that they have the legal capacity to enter into commitments under these Terms and Conditions.
The Customer can contact Dour Music Festival SA either by post at the above address or by email at hello@dourfestival.eu.
When it comes to organising and implementing the ticket sales system, Dour Music Festival SA uses a specialist service provider, See Tickets B.V., De Ruijterkade 113, 1011 AB Amsterdam, the Netherlands, which provides its service under the name Paylogic (hereinafter referred to as the “Ticket Seller”). The Ticket Seller is responsible for making sure that this sales system works properly for Customers. Specific terms and conditions mentioned by the Ticket Seller may apply in addition to the Terms and Conditions, but the latter will always take precedence in the event of any contradiction. For any questions relating to ticket sales, the Ticket Seller’s customer service department can be contacted via this link . If the Customer is not happy with the Ticket Seller’s response, they may contact Dour Music Festival SA.
The contract entered into between the Customer and Dour Music Festival SA (hereinafter referred to as the “Contract”) includes the Terms and Conditions, the legal notice, the privacy policy, the pages of the website https://www.dourfestival.eu/ (hereinafter referred to as the “Website”) containing the important elements of the Contract (description and prices of the Services; FAQ) and the specific terms and conditions mentioned by the Ticket Seller.
By purchasing one or more ticket, the Customer explicitly acknowledges that they have read and accepted all of the Terms and Conditions and the essential elements of the Contract, once they have been made available to them before and during the booking process.
The Customer’s attention is specifically drawn to the fact that if Services are purchased on behalf of third parties for whom the Customer is presumed to be the agent, it is the Customer’s responsibility to inform these third parties of these Terms and Conditions and of any other terms and conditions that may apply to this Contract and to obtain their agreement to them, no later than when the Contract is entered into. Tickets sold by Dour Music Festival SA, and relating to the Services purchased by the Customer, are issued in a specific person’s name.
Dour Music Festival SA reserves the right to refuse access to the Festival, the campsite and the car parks to anyone who is not in possession of a valid admission ticket.
Prices are given in euros and are subject to change at any time at the discretion of Dour Music Festival SA. The prices applicable are those in force at the time the order is placed.
In order to place an order for the Services sold by Dour Music Festival SA on the Website, the Customer must log in to the Website, select the Services they wish to purchase and add them to their shopping basket. The customer has a limited time in which to complete the order.
The total value of the order, including all taxes, is shown in an order summary that the Customer must accept. The Customer is then invited to proceed with payment for the order in accordance with the procedure set up for this purpose. By paying for the order, the Customer confirms that they accept the Terms and Conditions and the specific terms and conditions specified by the Ticket Seller.
Once payment has been made, the Customer will receive confirmation of their order, which means that the contract has been entered into, as well as tickets for the Services purchased, by email, together with a copy of these Terms and Conditions. Depending on the date of the order and in order to avoid fraud, tickets may be sent at a later date, closer to the Festival.
If the Customer acquires tickets for other people, it will be the Customer’s responsibility either to provide the details required to personalise these tickets, or to provide the email address of these people when the order is placed so that they can receive an email informing them of these Terms and Conditions and the information required for them to personalise their ticket(s) themselves.
Tickets are only actually booked and definitive once full payment has been received.
If the ticket is to be paid for in instalments in accordance with Article 9, the ticket is provisionally booked as long as the payment deadlines mentioned are respected. The Ticket Seller has the right, but not the obligation, in the event of late payment, to maintain the reservation of the ticket, if the number of tickets available in the relevant price category allows it. The Ticket Seller will inform the Customer if this if applicable.
The person or company making the booking is considered to be the Customer and guarantees payment for the booking, including when acting on behalf of a third party.
In accordance with article VI.53, 12° of the Belgian Code of Economic Law, the Customer does not have a right of withdrawal within 14 days of the date on which the Contract was entered into. The Contract entered into is therefore definitive, subject to the possibilities of exchange and resale set out in these Terms and Conditions.
Counterfeiting (including, but not limited to, reprinting and imitation), in any form and by any means, is strictly prohibited and will be prosecuted.
The Customer, the purchaser of the ticket, must comply with the Belgian “law relating to the resale of admission tickets for events” of 30 July 2013 (Belgian Official Journal, 6 September 2013). Regular or even occasional resale at a price higher than the original ticket price is prohibited. Dour Music Festival SA reserves the right to invalidate resold tickets. The holder of such tickets may be refused entry to the Festival, without compensation.
Entry to the Festival will only be granted to the first person presenting the original ticket. As a result, anyone with a copy of the ticket will be refused entry.
Tickets may not be used or provided to third parties for commercial or professional purposes without the express permission of Dour Music Festival SA.
Dour Music Festival SA and the Ticket Seller reserve the right to check the Customer’s identity at any time.
Unless otherwise stipulated, tickets are non-refundable. Similarly, the theft or loss of tickets does not entitle the holder to a refund or replacement.
The Customer also acknowledges that they are not authorised, without having obtained the prior, express and written consent of Dour Music Festival SA, to make one or more tickets directly or indirectly available to third parties for commercial purposes and/or with a view to raising their profile (for example, by organising a competition on one or more social media platforms, etc.), including in the event that the ticket(s) has/have been acquired in accordance with these Terms and Conditions.
Tickets may be exchanged, but only to upgrade the Services concerned, subject to availability. Where applicable, the Customer may be charged a transaction fee depending on the payment method used, as well as a service fee at the time of exchange.
Tickets can only be resold via the resale platform provided on the Website. The Customer will receive the sale price for their ticket(s) once the new purchaser(s) has/have paid for them. Where applicable, the Customer may be charged a transaction fee depending on the payment method used, as well as a service fee at the time of exchange. Dour Music Festival SA declines all responsibility if the Customer uses another resale platform.
The organisation of the Festival (including, but not limited to, the composition of the programme, the date and location of the various concerts, etc.) is the responsibility of Dour Music Festival SA.
Changes to the programme do not entitle the ticketholder to a full or partial refund for the ticket.
Dour Music Festival SA will not be held responsible in the event of force majeure, which includes in particular the relative impossibility of fulfilling an obligation. In this case, Dour Music Festival or the Customer will have the option to terminate the Contract immediately, free of charge and without any reimbursement.
Dour Music Festival SA informs the Customer that this is an open-air event, which may have undesirable consequences (for example: heavy rain, mud, etc.). The Customer accepts this risk and can under no circumstances complain about this to Dour Music Festival SA.
Tickets cannot be refunded or exchanged for a ticket to another event.
Dour Music Festival SA can under no circumstances be held liable for any damage, loss, theft or any material or personal damage suffered by the Customer as a result of other Festival-goers or people present, whether on the festival site or in the campsite or car park or on their way there/back.
The Customer has sole responsibility for any breach of the Terms and Conditions. The Customer is also obliged to indemnify Dour Music Festival SA against any possible consequences of their breach, including claims by third parties.
The following items are not permitted on the concert site :
Alcohol, plastic bottles (e.g. water bottles, milk bottles, etc), glass bottles/containers or any other objects, cans, metal tins, drinks cartons (e.g. tetra pak), metal cans, kegs, water pouches (e.g. camelback), coolers/fridges, illegal substances, drugs, sharp, blunt or dangerous weapons or objects (including fakes), umbrellas with pointed tips, fireworks, sparklers, flares, barbecues, camping equipment of any kind (tents, chairs, furniture, including folding furniture, stoves, etc.), bulky bags, devices for recording and broadcasting images or sound (other than smartphones), selfie-sticks, laser pointers, markers, spray paint cans, distribution of leaflets, flyers, brochures, promotional posters (unless authorised), animals (except guide dogs or assistance dogs), use of drones, scooters and electric scooters, bicycles and folding bicycles, and anything that may be considered dangerous by Dour Music Festival SA.
The above list of prohibited items may be adapted or added to at any time by Dour Music Festival SA. Any sales not authorised by Dour Music Festival are strictly prohibited. Any seized items will be automatically destroyed on site.
The following items are not permitted in the Festival campsite :
Glass bottles/containers or any other objects, beer kegs/pumps, illegal substances, drugs, weapons, sharp, blunt or dangerous objects (including fakes), umbrellas with pointed ends, fireworks, sparklers, flares, barbecues, burners, cookers, small stoves (e.g. gas camping stoves), gas cylinders (domestic or other), generators, devices for recording and broadcasting images or sound (other than smartphones), selfie-sticks, laser pointers, markers, spray paint cans, distribution of leaflets, flyers, brochures, promotional posters (unless authorised), animals (except guide dogs or assistance dogs), use of drones, scooters and electric scooters, bicycles and folding bicycles.
As well as anything that could be considered dangerous by Dour Music Festival.
This list may be adapted or added to at any time by Dour Music Festival.
Any item seized or voluntarily abandoned will automatically be destroyed on site.
Festival-goers are asked to help keep the site clean, in particular by using the recycling and rubbish bins available on the concert site and in the campsites and car parks.
There is no minimum age to enter the Dour Festival. People under the age of 12 must be accompanied by a parent, guardian and/or other adult.
No alcoholic beverages may be sold or offered to under-16s.
Dour Music Festival SA has zero tolerance when it comes to drugs. Using and/or selling drugs is prohibited on the Festival site. Any breach of the law may result in eviction from the Festival Site and police involvement.
Entry to the Festival and its surrounding areas (including campsites and car parks) is reserved for anyone with a Festival entry ticket or wristband, or anyone intending to buy a ticket on site. Anyone approaching the Festival entrance must therefore be in possession of a valid ticket or wristband.
Box office opening times: The box office and the festival wristband distribution area are open from midday to midnight, Wednesday to Sunday inclusive.
Campsite opening times (Regular Campsite, Comfort Campsite, The Village, Green Campsite and Dour Les Bains): Wednesday 16 July 2025 at 12 noon to Monday 21 July 2025 at 12 noon.
Concert site opening times: Please refer to the “line up” page on the website.
Important information: Entry to the concert site for those with a wristband will only be authorised up to 1 hour before the end of the last concert.
Entry to the Festival site or campsite implies acceptance of all preventive and control measures taken by Dour Music Festival SA or the security team, including body and bag searches. Failure to comply with these measures may result in refusal or withdrawal of the right to enter, without any compensation.
For security reasons, Dour Music Festival SA reserves the right to have checks carried out by a security company on the Festival site, the concert site and/or the Festival campsite. Any Festival-goer who fails to comply with this formality will be excluded from the Festival.
Festival-goers must follow instructions given by the security guards at all times. If a Festival-goer notices any suspicious behaviour by another Festival-goer or a third party, they should inform the security staff. Dour Music Festival SA reserves the right to refuse entry to the Festival site and campsite to any festival-goer whose behaviour might jeopardise their own or anyone else’s safety.
“Dour Festival” is a registered trademark. In the absence of prior written authorisation from Dour Music Festival SA, any commercial use of the Festival’s name or logo or of the artists on the line-up is strictly prohibited. The production of objects of any kind, books, souvenirs, unofficial merchandising etc. using the registered trademark is strictly prohibited.
The sale of food, drinks, souvenirs, T-shirts or other items on the Festival site or campsites without written authorisation or a contract is also prohibited. Carrying out any promotional or commercial activity whatsoever on the Festival site or campsite without Dour Music Festival SA’s prior authorisation is also expressly prohibited.
Official T-shirts and souvenirs are sold exclusively on the festival site. Dour Music Festival SA draws the Customer’s attention to the fact that any sales outside the festival site are not an official sale and the goods in question may therefore be counterfeit.
Television recordings and photos are taken during the Festival. Festival-goers may be filmed or photographed for commercial, communication and/or security purposes.
By attending the Festival, Festival-goers grant Dour Music Festival SA the right to use their image on the Festival site, at Saint-Ghislain station, on shuttle buses between the site and the station, on partner buses, in car parks, in accreditation areas and/or in the various Festival campsites. The Festival-goer hereby waives all rights of recourse against Dour Music Festival SA for images taken at the above-mentioned sites, as well as for distribution in the Festival’s print and online communication media. Festival-goers may however report any photos used in publicity material that may be prejudicial to them to Dour Music Festival SA by contacting the organiser via hello@dourfestival.eu.
No photos or videos taken by Festival-goers on the Festival grounds can be used for commercial or public purposes under any circumstances without Dour Music Festival SA’s prior written permission.
When ordering tickets or at any other time, the Customer can book a ticket giving them access to a camping pitch at the Festival campsite.
This ticket does not give access to a specific camping pitch. Only tents are permitted on the campsite.
The campsite name is clearly displayed on the tickets sold. A camping ticket is only valid in combination with a Festival ticket. It only gives the Customer access to the campsite mentioned on the ticket on the day covered by the Festival ticket.
Disputes relating to orders must be sent to the Ticket Seller by registered post, no later than eight days after receipt of the invitation to pay. Other disputes relating to the sale of tickets must be reported to the Ticket Seller within a reasonable period of time and no more than thirty days after the problem has arisen. For any other problem not related to ticket sales or if the Customer is not happy with the Ticket Seller’s response, they may contact Dour Music Festival SA.
Dour Music Festival SA would like to remind you of the existence of the European Online Dispute Resolution platform (ODR). This platform aims to resolve disputes entirely online, after the customer has submitted an electronic form.
Without prejudice to mandatory rules of law, the Terms and Conditions and any disputes relating to the Contract will be governed exclusively by Belgian law, and any dispute will fall within the jurisdiction of the courts of Hainaut, Mons division.
Festival-goers who purchase Douros (the Festival’s currency) acknowledge that they have explicitly accepted the Terms and Conditions, and in particular the provisions of this article.
The Douro is the official unit of currency used during the Festival. The Customer will be told the value of one Douro each year once the Douros are put up for sale.
These special terms and conditions applicable to cashless payments (hereinafter referred to as “cashless payments”) will also be available at the Festival tills and cashless helpdesks. When a Customer buys Douros for the first time at a physical till, they also accept these special terms and conditions applicable to cashless payments.
To organise and set up this cashless payment system, Dour Music Festival SA uses a payment services provider: Weezevent (hereinafter referred to as the “Payment Provider”). The Payment Provider is responsible for making sure that the cashless payment system works properly for customers. The specific terms and conditions mentioned by the Payment Provider may apply in addition to the Terms and Conditions, but the latter will always take precedence in the event of any contradiction. For questions relating to the cashless payment system, the Customer may contact Dour Music Festival SA at cashless@dourfestival.eu.
The payment method used during the festival is the cashless payment system. Dour Music Festival SA reserves the right to authorise other payment methods for organisational and practical reasons without informing the Customer in advance.
This cashless payment system uses individual electronic wristbands made available to the Customer in exchange for the entrance ticket, onto which money is loaded, either online via the Customer’s banking app, or directly at the top-up points (in cash or by bank card). Wristbands can be topped up before the start of the Festival, via the link available for this purpose on the Website.
Dour Music Festival SA cannot be held responsible if the cashless system does not work during the festival, or if it works only partially or imperfectly. If this is the case, Dour Music Festival SA will accept payment methods other than cashless payments.
Dour Music Festival SA does not issue a detailed invoice for the Douros spent by each Festival-goer.
Dour Music Festival SA cannot be held responsible for any problems encountered related to how the cashless system works. In such circumstances, Dour Music Festival SA will set up alternative means of payment to compensate for any malfunctions.
Customers acknowledge and accept that they bear the risk of their electronic bracelet being lost or stolen. It is the Customer’s responsibility to report the loss or theft immediately and to have their electronic wristband deactivated at the Festival cashless helpdesk or by sending an email to cashless@dourfestival.eu
Festival-goers must report any problems encountered with the online top-up system immediately by sending an email to cashless@dourfestival.eu. Problems connected to top-ups during the Festival must be reported by the Festival-goer to the Festival cashless helpdesk or by email to cashless@dourfestival.eu.
Dour Music Festival SA reserves the right not to act on a complaint in the absence of proof or evidence of the problem.
Douros can only be refunded after the Festival. Except in cases of force majeure, refunds requested within the deadline will be made within 3 weeks of the event. Free Douros added by Dour Music Festival SA (i.e. Douro competitions, artist Douros, vouchers – catering etc. – and Crew Douros) cannot be refunded under any circumstances.
Refunds may be requested by the Customer within the time limit fixed by Dour Music Festival SA by submitting the refund form which will be available on the Cashless account opened with the Payment Provider. Refund requests submitted after this deadline will not be considered. The Customer is obliged to provide Dour Music Festival SA with the correct information concerning refunds. Practical information, such as terms and conditions and the start and end dates of refund periods, is available at www.dourfestival.eu
Refunds are subject to a fee of two (2) Douros charged to each Customer for each refund and will therefore be deducted directly from the refund. Free Douros added by Dour Music Festival SA cannot be used to pay for the refund.
The provisions of this article apply to festival passes, camping tickets and other Services sold via an instalment plan.
By choosing an instalment plan as the method of payment, the Customer agrees to a non-refundable purchase in two or more instalments which will be taken from their credit card in accordance with the provisions of this article. The Customer will only receive the ticket(s) for the Services purchased by email (from 1 July for the 2025 festival) if all payments have been made in accordance with the instalment plan.
The Ticket Seller acts solely as a technical service provider for Dour Music Festival SA. This agreement, for the purchase of tickets or related products by payment in instalments, will be entered into between the Customer (as the buyer) and Dour Music Festival SA (the seller).
By choosing to use the instalment plan when placing an order, the Customer authorises the Ticket Seller to debit the amount of the first instalment from their credit card in accordance with the payment details. All subsequent payments will then be taken from the same credit card. The amount per instalment, the number of instalments and the instalment periods may vary and will be clearly indicated at the time of the purchase.
The Ticket Seller will contact the Customer when all agreed payments have been received or when the Customer has not paid one or more instalment when due, asking the Customer to comply with their payment obligation within 5 working days of contact. If the Customer fails to pay on time, the Ticket Seller reserves the right to cancel the purchase on behalf of Dour Music Festival SA, without compensation.
By choosing the instalment plan as your payment method, the Customer unconditionally agrees to pay all instalment amounts in accordance with the plan.
If the Customer does not pay (on time), they forfeit the right to receive a ticket or Service and the Ticket Seller is then entitled to cancel the order. The first payment will be retained by Dour Music Festival SA as a cancellation penalty, due to the processing and administration costs associated with your purchase and the fact that Dour Music Festival SA may not be able to resell the product. The other amounts will be refunded to the Customer.
The fact that Dour Music Festival does not enforce one or other of the clauses in these Terms and Conditions cannot be interpreted as a waiver on their part to enforce it. Similarly, the invalidity of any clause in these Terms and Conditions will not affect the validity of the other clauses.
