COVID19 HEALTH EMERGENCY: Ticket and service voucher refund


June 2021 update

Dear customers,

we would like to inform you of the extension of the covid vouchers for tickets and services already requested by 30 September 2020, for additional 18 months, i.e. for a total of 36 months from the date of issue

Pursuant to the reforms introduced by the Support Decree (Law Decree 22.3.2021, no. 41, converted with amendments by Law 21. 5.202

1. no. 69, the current wording of art. 88 - in force since 22 May - is as follows:"1 Following the adoption of the measures referred to in Article 2, paragraph l, letters b) and d), of the Decree of the President of the Council of Ministers of 8 March 2020 and, in any case due to the effects resulting from the Covid-19 emergency, starting from the date of entry into force of the same decree and, until 30 September 2020, pursuant to and for the purposes of Article 1463 of the Italian Civil Code, resorting the supervening impossibility of the performance due in relation to contracts for the purchase of tickets for events of any kind, including cinema and theatre, and tickets for museums and other places of cultural interest. 

2.    Within thirty days from the date of entry into force of the present decree, or from the different date of the communication of the supervening impossibility of the service, purchasers shall present a specific request of refund to the event organizer, also through the sales channels used by the latter, enclosing the relative purchase ticket. The organizer of the event shall refund or issue a voucher for an amount equal to the price of the ticket, to be used within 36 months from its issue. The issue of the vouchers provided for in this paragraph, fulfils the corresponding refund obligations and, does not require any form of acceptance by the recipient. The organizer of pop music concerts shall, in any case, refund the purchase tickets, returning the amount paid to the purchasers, at the end of the period of validity of the voucher when the performance of the artist originally scheduled is cancelled, without postponement to another date within the same period of validity of the voucher. In case of definitive cancellation of the concert, the organizer shall immediately refund the amount paid. 

2-bis.   The instructions set forth in paragraphs 1 and 2 shall apply, as from the date of adoption of the containment measures set forth by article 3 of decree-law no. 6 of 23 February 2020, converted, with amendments, by law no. 13 of 5 March 2020, with reference to access tickets and admission tickets for services to be rendered in the territories affected by the mentioned containment measures, as well as to the persons for whom, as from the same date, the containment measures have been adopted. 13, with reference to the admission tickets and entrance tickets for services to be rendered in the territories affected by the aforementioned containment measures, and in any case to the persons for whom, starting from the same date, the conditions set forth in article 88-bis, paragraph 1, letters a), b) and c) have occurred. The thirty-day period for submitting the request shall start from the date of entry into force of this provision.


2-ter.   With regard to live performances postponed due to the COVID-19 emergency, the admission tickets already purchased at the date of entry into force of this instruction shall remain valid for the duration referred to in paragraph 2, second sentence, providing that, the performance is postponed with a certain date and in any case no later than 31 December 2023


March 2020

Dear Customer,

supporting the action of all those who are directly engaging in the health emergency and in compliance with the measures put in place by our government, Coopculture is activating new ways to continue carrying out its work and to assist all those who have the right to receive a voucher as a refund for a ticket or a service they have not been able to use.

Please read the following note and to use the following procedure to request your voucher.


We inform you that with the Law Decree of 17 March 2020, n. 18, a special discipline has been prepared to resolve the problems encountered by purchasers of tickets for shows, museums and other places of culture, which found it impossible to use them due to the extraordinary measures adopted at national level for the containment of Covid 19.

Pursuant to the provisions of article 88 of the legislative decree n. 18/2020 all consumers and professional operators who have purchased admission tickets to be used in the period from the adoption of urgent measures to contain and manage the epidemiological emergency from COVID-19 and who request it, have the right to receive a voucher for obtaining a new and similar title.

ALERT: The deadline by which a refund can be requested with vouchers for tickets purchased for dates from 8 March to 30 June 2020, has been extended to 18 August 2020, the current validity of the containment measures referred to in Prime Ministerial Decree 8.3. 2020 and subsequent extensions.

All vouchers requested by 30 June will entitle you to acquire a new and similar title to be used from 1 July 2020 and until 31 December 2021.
The vouchers requested between 30 June and 18 August 2020 can be used from 1 September 2020 and until 31 January 2022.

By provision of the law, remains excluded the possibility of receiving any other form of refund, including the reimbursement of the price paid.

Special conditions dependent on measures of the public authority

Equally, those who, in the period in which they should have used the ticket, found themselves unable to use it are entitled to obtain the voucher as:

a) subjects against whom the quarantine with active surveillance has been ordered, or the fiduciary home stay with active surveillance by the competent health authority;
b) subjects resident, domiciled or recipients of a ban prohibition of removal to the areas affected by the infection;
c) subjects tested positive for the COVID-19 virus for which the quarantine with active surveillance has been arranged, i.e. the fiduciary home stay with active surveillance by the competent health authority, i.e. hospitalization at health facilities;
d) subjects who have purchased the ticket for a museum and / or place of culture located in the areas affected by the infection (so-called red areas) as identified by the decrees adopted by the President of the Council of Ministers pursuant to article 3 of decree-law 23 February 2020, n. 6;
e) public and private educational institutions to which travel suspension measures and educational initiatives pursuant to art. 1 and 2 of Legislative Decree February 23, 2020, n. 6 and the consequent implementation measures.

If it is necessary to prove the existence of the specific conditions referred to in letters a) to d) above, it will instead be necessary to send by email to [email protected] copy the entry document and additional documentation to demonstrate the right to the voucher.
If the documentation prove the effective existence of the right to the voucher, within 30 days from the submission of the application to the system, Coopculture will issue and email the voucher to the applicant.

Procedure for obtaining the voucher:

To obtain the voucher it is necessary to present a special application no later than the deadline of August 18th 2020.

For this purpose it is necessary to fill in the request form specifiyng the reservation code number (PNR) and the e-mail used for the booking .
Any request for the issue of vouchers sent in a manner other than that indicated one will not be taken into consideration.

The validity of "open tickets" is automatically extended by 18 months from July 1st 2020, without the need to activate the voucher request.

By express provision of the law, the possibility of receiving any other form of refreshment, including the reimbursement of the price paid, remains excluded.

The system will automatically produce and send you a receipt, which can be used to proceed with a new booking of the same ticket / service.

The new Booking, without any additional burden, can be made by email to [email protected] or by another online method which will be communicated starting from the next September 1st 2020, in according with the end of the containment measures, the definition of the date of reopening of the monuments and the archaeological area, and in relation to any new provisions that will be imparted on the adoption of measures aimed at limiting or reducing the gatherings and to limit access.
Coopculture, in agreement with the Ministry for Cultural Heritage and Activities, will recognize to the voucher holders a priority access to reservations, in order to facilitate the choice of congenial dates and times.

the President and legal representative
Giovanna Barni



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