Guidelines for information and advertising in the sale of tickets for mass concerts

I. ORIGIN AND OBJECTIVE

On February 19, 2026, the Agreement establishing the Guidelines to regulate the information and advertising of suppliers in the sale of tickets for mass concerts was published in the Official Gazette of the Federation.

These guidelines are issued within the framework of the Federal Consumer Protection Law (LFPC) and are intended to:

• To guarantee the protection of consumer rights when purchasing tickets for mass concerts.
• Ensure clear, truthful, verifiable and visible information about prices, conditions, event characteristics and cancellation and refund policies.
• Prevent misleading or abusive advertising, coercive or unfair commercial methods and practices related to the counterfeiting, duplication or mass purchase of tickets.

II. MAIN CONCEPTS AND SCOPE

II.I. Regulated subjects

The guidelines apply to:

• Responsible Promoter: supplier who organizes or promotes the mass concert and who can sell tickets directly or through ticketing agencies.
• Ticket sellers: a provider that promotes and sells tickets directly to consumers through physical, digital, or any other technology.

Both are obligated parties before the Federal Consumer Protection Agency (PROFECO) and may be held responsible for failing to comply with the information or advertising disseminated.

II.II. Relevant Definitions

Among others, the following definitions are required:

• Massive concert: a musical event whose main attraction is one or more previously announced artists, with a capacity greater than 20,000 attendees, organized by a Responsible Promoter and whose access requires a ticket.
• Ticket: physical, electronic or digital document that allows entry to the massive concert.
• Total price, total cost or total amount to pay: amount that must include all applicable items (taxes, commissions, interest, insurance and any other additional charge or expense) in both cash and credit transactions.

III. INFORMATION OBLIGATIONS PRIOR TO THE START OF SALES

III.I. Minimum information to be provided by the Responsible Promoter

The Responsible Promoter must inform consumers, at least 24 hours in advance of the first sale of tickets, by any means, of the following:

1. Clear and detailed description of the massive concert:
2. Place or enclosure.
3. Dates and start times.
4. Artists who are the main attraction.
5. Event details.
6. Terms and conditions apply.
7. Cancellation and refund policies.
8. Map or plan of the event, which allows identification of:
9. Visual representation of the property and its sections (general area, balcony, VIP, stands, general access area, etc.).
10. Number of seats available in each section, identifiable by colors or labels.
11. Total amount of prices to be paid in each section, visible before the purchase and without increases or additional costs other than those informed at the time of purchase.
12. In case of cancellation of the mass concert:
13. Clear, unambiguous information on how to get a refund for the amount paid for the ticket.
14. Refund for the same amount paid, using the same form of payment, unless expressly accepted otherwise by the consumer at the time of the refund.
15. Bonus or compensation, where applicable, which may not be less than 20% of the price paid, in accordance with the LFPC.

III.II. Modifications to concert conditions

The Responsible Promoter must communicate, at least 24 hours in advance of the mass concert, any modification to previously published conditions or characteristics, provided that the conditions and prices originally announced or already paid are not altered.

IV. OBLIGATIONS IN THE TICKET SALES PROCESS

IV.I. Transparency of prices and additional services

When the Responsible Promoter sells tickets directly, and in any case the Ticket Offices, they must:

1. Clearly and visibly inform the customer, from the beginning of the process and before confirming the purchase, of the total amount to be paid for the ticket, including:
2. Taxes.
3. Commissions.
4. Interests.
5. Insurance
6. Any other additional costs, charges, expenses, or outlays.
7. Ensure that the total price quoted during the purchase process does not increase at the time of completion.
8. Inform and obtain express acceptance from the consumer regarding any additional services beyond those originally contracted.
9. Avoid systems that apply automatic pre-selection of complementary services:
10. Any additional service must be optional.
11. Its acquisition must depend on the express selection of the consumer before finalizing the purchase.
12. Packages with complementary services (e.g., VIP packages):
13. Before the purchase, they must include clear, complete and verifiable information about benefits, access, services and other elements that allow the consumer to know what they are buying.

IV.II. Respect for the offered price and prohibition of abusive practices

Responsible Promoters and Ticket Sellers must:

• Respect the total amount to be paid for the ticket offered in the information or advertising, by any means, prior to the mass concert.
• Maintain the total price in effect throughout the marketing period, without applying:
• Coercive or unfair business methods or practices.
• Abusive clauses or conditions, such as different or tiered prices compared to those informed at the time of purchase, or other conditions that alter the terms originally offered.

Discounts or promotions that reduce the total amount to be paid may be applied, provided that:

• Their terms and conditions will be announced.
• Do not result in increases to the previously published price.

IV.III. Existence, validity and security of tickets

Responsible Promoters (in direct sales) and Ticket Sellers must:

• Guarantee the existence and validity of the tickets offered.
• Protect your marketing systems against:
• Bots or other automated systems.
• Technologies that allow for counterfeiting, duplication, or mass purchase of tickets.

The above seeks transparency in ticketing processes and systems.

IV.IV. Virtual queue, electronic appointments and automated processes

When virtual queuing mechanisms, electronic queues or automated allocation processes are used, the Responsible Promoter (in direct sales) and the Ticket Sellers must inform in advance, in a clear and accessible manner:

a) That access to or remaining in these mechanisms does not guarantee the availability of tickets.
b) The general operating criteria of the process.
c) The reasons why the consumer could lose their turn or be reassigned.

This information must be integrated into the terms and conditions in effect at the time of purchase.

IV.V. Staged Sales

If ticket sales are carried out in different stages, the availability of tickets in all sections must be guaranteed in each of those stages.

V. POWERS OF PROFECO

The Federal Consumer Protection Agency may:

• To require Responsible Promoters and Ticket Sellers to provide the documentation or information necessary for the exercise of their powers.
• Carry out information requests, monitoring or other means to verify that advertising and information comply with the LFPC.
• Monitor and verify compliance with these guidelines and other applicable regulations.

VI. LIABILITY AND SANCTIONS

• The Responsible Promoter and/or the Ticketing Company will be responsible, as appropriate, for the non-compliance with the information and advertising they carry out in the sale of tickets.
• Violations of the guidelines will be sanctioned in accordance with the provisions of Chapters XIII and XIV of the LFPC, without prejudice to other liabilities that may be applicable.

VII. ENTRY INTO FORCE

The Agreement containing the Guidelines to regulate information and advertising in the sale of tickets for mass concerts enters into force on the day of its publication in the Official Gazette of the Federation.

These guidelines imply for promoters and ticket sellers a reinforced obligation of transparency in prices, event conditions, sales processes and cancellation and refund policies, as well as a direct responsibility to PROFECO for the veracity and sufficiency of the information and advertising directed to consumers.