1. General
These terms apply to visits to LAB-1 and tickets purchased from us. LAB-1 is a trading name of K19 Art Surroundings BV, Keizersgracht 19, 5611 GC Eindhoven, the Netherlands. Contact: info@lab-1.nl or +31 40 209 4091.
Any additional (event) terms and any external party you are entering into a contract with will be identified before purchase by the third party.
2. Tickets
Before paying, check the screening or event, date, time, age restriction and number of tickets. The total price is shown before payment. Your purchase is final once confirmed by us. If you have paid but have not received your ticket, please contact us.
Each ticket is valid for one admission to the specified screening or event. Do not share the barcode publicly. We may ask for proof of eligibility for discounts or personal passes.
3. Cancellation and exchanges by visitors
Tickets for a specific date or time are not subject to a statutory cooling-off period. We do not issue refunds if you cancel, are unable to attend, arrive late or do not attend.
Where possible, tickets can be exchanged on request before the screening or event starts. We will confirm the options and any price difference in advance. Any exceptions for special events will be stated before purchase.
4. Cancellations, changes and technical issues at LAB-1
If LAB-1 cancels a screening or event, we will refund the ticket price within fourteen days. You may also voluntarily accept an offered alternative screening, event or voucher.
If changes or technical issues occur, we will inform visitors as soon as possible and seek an appropriate solution. We may change the auditorium or seat, providing an equivalent alternative where possible. If a technical issue interrupts a screening or event, we will try to resume it.
Your statutory rights to terminate the contract and receive a full or partial refund following a significant change or a failure to deliver the screening or event properly remain unaffected.
5. Admission and age restrictions
Please arrive on time and have your ticket ready. Once the main programme has started, we may refuse or delay admission to avoid disturbing the screening or performance.
We apply statutory admission requirements, Kijkwijzer admission rules and any announced event age restrictions. We may ask for valid identification and refuse admission if we cannot establish that you meet the entry requirements.
6. Conduct and safety
Follow reasonable instructions from staff and security. Aggression, intimidation, discrimination and other disruptive or unsafe behaviour are not permitted. Keep your phone silent and put away during screenings and performances. Smoking and vaping are prohibited indoors. Keep escape routes clear. Weapons and dangerous objects are prohibited.
If you break these rules, we may refuse admission or require you to leave, without prior warning in serious cases. Any action must be proportionate to the situation. Refunds may be refused in cases of serious or repeated misconduct.
7. Food, drinks and bag checks
Outside food and drinks are not permitted, except medically necessary food and baby food. Please discuss any special requirements with us in advance.
For safety or to enforce our house rules, we may ask you to show the contents of your bag voluntarily. If you decline, we may refuse admission where reasonable and proportionate.
8. Photography and recordings
Photography, filming and audio recording during screenings and performances are prohibited without permission, unless otherwise announced. Do not specifically photograph or record visitors or staff without their consent. If you break these rules, we may ask you to stop and, if you continue, require you to leave.
When LAB-1 takes photographs or videos for event coverage or promotion, we inform visitors and respect their privacy. Where consent is required, we request it separately. Visiting LAB-1 or purchasing a ticket does not constitute consent. If you do not wish to appear recognisably in images, please tell the photographer or a staff member. Questions about published images can be sent to marketing@lab-1.nl. Please also see our privacy policy.
9. Personal belongings and liability
Please look after your belongings and report any loss, theft or damage to a staff member. Clothing and other belongings not checked into our paid cloakroom remain in your care. A ticket refund does not automatically entitle you to reimbursement of other expenses, such as travel or accommodation.
10. Complaints
Please report any problems promptly to the floor manager downstairs so we can help. You can also send complaints to info@lab-1.nl or write to us at our address. Include the screening or event, date and, where possible, your order number.
Within fourteen days, you will receive a substantive response or an update explaining when to expect one.
11. Applicable law and changes
These terms may be amended without prior notice. For tickets already purchased, the version applicable at the time of purchase will generally continue to apply.