Legal Basis
Section 1
These General Terms and Conditions of Ticket Purchase (hereinafter: General Terms and Conditions) are adopted in accordance with the applicable regulations of the Republic of Serbia, applying special rules relating to the sale and use of tickets for cultural programs:
- Law on Culture;
- Law on Copyright and Related Rights;
- Law on Contracts and Torts;
- Law on Consumer Protection;
- Law on Personal Data Protection;
- Law on Trade;
- Law on Electronic Commerce;
- Law on Electronic Document, Electronic Identification and Trust Services for Electronic Transactions;
- Law on Payment Services;
- Law on Fiscalization;
- Law on Advertising.
Definitions
Section 2
Buyer – a natural or legal person purchasing tickets for the programs of the National Theatre in Belgrade. In cases where the buyer has the status of a consumer, the provisions of consumer protection regulations shall apply.
Visitor – a person attending the program on the basis of holding a valid ticket, regardless of whether they made the purchase personally.
Ticket – an electronic or printed document representing proof of purchase and the basis for exercising the right of access to a specific program of the National Theatre in Belgrade.
Online Ticket Sales – the option to purchase and pay for tickets via the official website of the National Theatre in Belgrade: www.narodnopozoriste.rs.
Box Office – the point of sale of the National Theatre in Belgrade where physical ticket sales and issuance take place, as well as the processing of refund requests in accordance with these General Terms and Conditions.
Complaint – a request by the buyer indicating an irregularity regarding the purchase or provision of the service, submitted in accordance with applicable regulations and these General Terms and Conditions.
Refund – the procedure of returning a monetary amount to the buyer in cases provided for by these General Terms and Conditions, in accordance with the method of ticket purchase and applicable payment systems.
General Purchase Terms
Section 3
These General Terms and Conditions define the rules applied when purchasing tickets for the programs of the National Theatre in Belgrade, both at the Box Office of the National Theatre and via the Theatre's website, unless specific provisions explicitly state that they apply exclusively to one of the purchase methods. These terms govern the rights and obligations of the National Theatre in Belgrade and the buyer, as well as the consequences of non-compliance with the established rules.
The National Theatre in Belgrade reserves the right to amend these General Terms and Conditions in the event of changes to the offer, ticket sales methods, or applicable regulations.
The buyer is recommended to review the current General Terms and Conditions prior to each purchase.
Ticket purchases may be made:
- at the Box Office of the National Theatre in Belgrade, in accordance with Box Office business hours and ticket availability;
- via the official website of the National Theatre in Belgrade.
The National Theatre in Belgrade guarantees the ticket price applicable at the time of purchase, regardless of any subsequent price changes prior to ticket delivery or the performance of the program.
Before confirming the purchase, the buyer is obliged to check all relevant data regarding the selected ticket, including the program title, date, time, and venue, ticket category, number of tickets, as well as the selected seat (row and seat number).
Special Conditions for Purchases via the Website of the National Theatre in Belgrade
Section 4
To make a purchase via the website of the National Theatre in Belgrade, the buyer must previously register and log into the system.
The website of the National Theatre in Belgrade enables ticket payment by payment cards. "VISA", "MasterCard", and "DinaCard" payment cards approved for online payments by the issuing bank are accepted. If the buyer is unsure whether their payment card supports this feature, they should verify this with the issuing bank. Depending on the rules of the payment system, funds may be temporarily reserved until the purchase process is completed, after which the charge is executed.
The buyer will see on their bank statement that the funds have been transferred to the account of "Chip Card" a.d., which provides online payment processing services.
The buyer places orders and pays for tickets for the programs of the National Theatre in Belgrade via the Theatre's website.
The agreement for ticket purchase via the website is deemed concluded at the moment of successful payment authorization.
The ordering and payment process is limited to 30 minutes from the reservation of the last ticket until the completion of payment. If the buyer does not complete the payment process within the specified timeframe, the order is automatically canceled.
A maximum of six (6) tickets may be purchased per transaction. The National Theatre in Belgrade reserves the right to limit the number of tickets per transaction in the case of special programs, increased demand, or other justified reasons.
In the event of an error during online purchase (e.g., internet connection interruption or payment card processor unavailability), the buyer's account will not be charged.
Following an online purchase, the buyer may inquire about the purchase status via email, by viewing their user profile on the website of the National Theatre in Belgrade, or by contacting IT support via email at: itpodrska@narodnopozoriste.rs.
The National Theatre takes appropriate technical and organizational measures to protect data confidentiality. For cashless payments via the website, mediation services are provided by "Chip Card" a.d., Belgrade, Bose Milićević 8, TAX ID (PIB): 103425560, Registration No. (MB): 17564374, in accordance with applicable regulations and payment security standards.
Methods of Ticket Issuance and Use
Section 5
Tickets may be:
- purchased at the Box Office of the National Theatre in Belgrade;
- purchased via the official website of the National Theatre in Belgrade and used in electronic format by displaying them on a mobile phone or another electronic device;
- collected at the Box Office of the National Theatre in printed (paper) form for tickets purchased online, by presenting the purchase code received in the confirmation email or available in the user profile under "My Purchases" to the box office clerk.
Collection of printed tickets at the Box Office is possible no later than 15 minutes before the start of the program. Following the expiry of the deadline mentioned above, the buyer may use the tickets in electronic form by displaying (scanning) them from their own device.
By purchasing a ticket, the buyer confirms that they are familiar with these General Terms and Conditions and accept them.
A buyer who purchased tickets via the website receives an electronic ticket, while the fiscal receipt is issued in accordance with fiscalization regulations and is accessible to the buyer through the channel provided by the sales system. Tickets are also available within the user profile under the "My Purchases" section.
For all theatre programs requiring ticket purchase or possession, every visitor is obliged to present a valid ticket upon entering the facility of the National Theatre in Belgrade or the hall where the program takes place, in order to exercise the right to attend the program.
A ticket may be presented: in electronic form, displayed on a mobile phone or another electronic device; or in printed (paper) form.
Inspection of valid tickets is performed by an authorized person of the National Theatre in Belgrade at the entrance to the facility or another designated control point.
The visitor is obliged to present a valid ticket upon request of an authorized person of the National Theatre in Belgrade.
Any person who fails to present a valid ticket will not be permitted entry to the theatre program.
Tickets are numbered and contain the date of the program, program title, seat number, auditorium level (stalls/parterre or balcony/gallery), and position within the hall (left or right side).
Tickets are valid only for the seats specified on them. Occupying other seats is not permitted.
Audience Management and Safety
Section 6
Control over the seating arrangement and order within the hall is exercised by the hall and stage controller, who organizes the reception and seating of the audience and guests, oversees usher and ticket controller duties, and is responsible for audience safety prior to, during, and after the program until the audience exits the facility.
The hall and stage controller is an authorized person responsible for maintaining order in the hall.
In the event of force majeure, technical malfunctions, system downtime, technical equipment operational issues, or other unforeseen circumstances that prevent or hinder the performance of the program, the National Theatre in Belgrade reserves the right to alter the program start time, interrupt the program, or evacuate the audience in accordance with applicable safety regulations.
In such cases, the National Theatre in Belgrade acts in accordance with internal procedures and decisions of authorized personnel, with buyer rights regarding refunds or ticket exchanges being determined according to the provisions of these General Terms and Conditions.
Buyers and visitors will be notified of any changes and measures taken personally, via email, as well as through notices published on the official website and official social media accounts of the National Theatre in Belgrade.
Facility Accessibility
Section 7
The National Theatre in Belgrade strives to provide conditions for unobstructed access and stay for all visitors, including persons with disabilities and persons with reduced mobility.
For facility access and the use of theatre amenities, an access ramp, accessible sanitary facilities, and designated spots in the hall for wheelchair users are provided.
Visitors requiring additional assistance with access or seating may contact employees of the National Theatre in Belgrade for necessary support and information.
Rules of Conduct within the National Theatre in Belgrade Facility
Section 8
8.1. Arrival at the Theatre
Visitors are advised to arrive at the theatre at least 15 minutes before the start of the performance to avoid crowds and take their seats on time.
Entry into the hall after the performance has started is not permitted. In case of late arrival after the program begins, entry may be allowed in accordance with the specific performance rules and the decision of authorized personnel, including the possibility of being seated in another available seat until a suitable moment to move to the purchased seat.
8.2. Dress Code
Visitors are obliged to observe appropriate dress code and conduct standards while staying at the National Theatre in Belgrade, respecting the character and dignity of the theatre space.
The National Theatre in Belgrade may restrict access or remove any individual whose attire, appearance, or behavior violates order, safety, the dignity of the theatre space, or the smooth execution of the program.
This applies particularly to attire unsuitable for a theatre environment, such as beachwear, swimwear, athletic wear, attire for sporting events, fan gear/symbols, or clothing bearing messages/symbols that may compromise the dignity, safety, or reputation of the National Theatre in Belgrade.
Detailed rules regarding visitor attire are regulated by a separate decision publicly available on the official website, at ticket sales points, and at the Theatre entrance.
Link to the Decision on the dress code for visitors attending theatre programs.
8.3. Tickets
Visitors must present a valid ticket in electronic or printed form for inspection upon entering the hall.
An electronic ticket may be shown on a mobile phone or another electronic device via an entry code for the performance. Tickets are valid exclusively for the seats specified on them. Occupying other seats is not permitted.
8.4. Cloakroom
Use of the National Theatre in Belgrade cloakroom is free of charge.
Visitors must deposit coats, jackets, large bags, and other items deemed by authorized staff as potentially interfering with visitor comfort, safety, or program execution into the cloakroom.
Visitors must carry personal and valuable items with them and remain responsible for their safekeeping. The National Theatre in Belgrade is not responsible for unattended items.
8.5. Conduct in the Hall
During the performance, visitors must conduct themselves in a manner that does not disrupt the performance or other audience members.
Mobile phones and other electronic devices capable of disrupting the performance must be switched off or set to silent mode.
Recording and photography during the performance are strictly prohibited, except when explicitly authorized in advance.
Bringing food and drinks into the hall is not permitted.
Smoking within the National Theatre facility, including auditoriums and all other premises, is strictly prohibited.
Damaging, destroying, or unauthorized use of National Theatre property, including equipment, inventory, and other facility components, or any action that threatens their functionality, appearance, or security, is prohibited.
Visitors must refrain from any behavior that may impair the experience of the program, disturb other visitors, or interfere with National Theatre staff.
The National Theatre reserves the right to deny entry to or escort out individuals who are under the influence of alcohol or narcotic substances, or who act in a manner that breaches order, safety, or the dignity of the theatre space.
Bringing weapons, dangerous objects, or other means capable of endangering the safety of visitors, employees, or performers into the National Theatre facility is prohibited, except as provided by law.
8.6. Children at the Theatre
Children under 5 years of age may attend programs only when accompanied by a parent, guardian, or legal adult, where the child and guardian generally share one seat, unless a separate ticket has been purchased for the child. Parents, guardians, and adult companions bear full responsibility for the conduct of minors and must ensure their behavior does not disturb the program or other visitors.
Visitors are advised to check age recommendations for specific performances prior to purchasing tickets.
8.7. Entry and Exit from the Hall
Auditorium doors close once the performance begins. Leaving the hall during the performance is discouraged except in emergencies.
Upon conclusion of the performance, visitors are kindly requested to remain seated until house lights are fully turned on before departing.
8.8. Pets Policy
Bringing pets into the National Theatre in Belgrade facility is prohibited, except in cases provided for by law (e.g., service animals).
8.9. Photography, Recording, and Commercial Use of Space
Photography and audiovisual recording of performances on stage at the National Theatre in Belgrade (plays, concerts, and other programs) are prohibited without prior express consent from the National Theatre in Belgrade. This prohibition applies to whole or partial recordings, as well as any audio, video, or electronic capture of program content.
Photography and audiovisual recording within the premises of the National Theatre in Belgrade outside of active program performances is permitted exclusively for personal, non-commercial use, provided it does not interfere with operations, staff, performances, or other visitors.
Professional, commercial, or promotional photography, filming, and video production—including the use of National Theatre premises for commercial, fashion, wedding, corporate, or promotional shoots—are prohibited without prior written consent.
The National Theatre in Belgrade reserves the right to restrict or prohibit photography and recording that disrupts operations, visitor safety, the rights of performers, authors, or other rights holders, or the dignity and character of the theatre space.
8.10. Non-compliance with Rules
The National Theatre reserves the right to deny program attendance or remove visitors from the facility who fail to comply with facility rules, in proportion to the nature of the violation and in accordance with employee authorizations.
Complaints, Reservation Cancelations, and Refunds
Section 9
Grounds for Complaints and Refund Requests
The National Theatre in Belgrade reviews complaints and customer requests for ticket exchanges or refunds depending on the reason for submission, specific circumstances, and in accordance with these General Terms and Conditions and applicable regulations.
Personal Reasons of the Buyer
If a buyer is unable to attend a program due to personal reasons (e.g., inability to attend, late arrival, schedule changes, or incorrect choice of program, date, time, venue, or ticket quantity), they may submit a request for a ticket exchange or refund.
The National Theatre in Belgrade will evaluate each request individually, taking into account specific circumstances, submission timing, and feasibility of execution.
As a rule, requests based on personal reasons must be submitted at least 48 hours prior to the program start time. In justified cases, the Theatre may review requests submitted after this deadline.
Decisions regarding approval are made in line with Theatre procedures and capabilities and do not affect other consumer rights granted by law.
System Technical Errors
In case of technical issues with the website, payment processor, or other transaction platforms, the Theatre will verify all relevant details and act upon the request in accordance with applicable laws and payment system rules.
Program Cancelation, Postponement, or Alteration
In cases of program cancelations, postponements, or material alterations by the National Theatre in Belgrade, the buyer is entitled to a full refund or alternative remedy in line with these terms, regulations, and original payment methods.
Buyers may lodge complaints within statutory timeframes. The National Theatre in Belgrade will issue proof of receipt and respond within prescribed legal deadlines.
Purchasing a ticket for a scheduled date/time does not preclude the Theatre from approving an exchange or refund upon reasoned customer request where justified grounds exist.
The 48-hour submission rule does not apply to statutory consumer rights claims.
Complaint Submission Process
Section 10
Complaints or refund requests may be submitted:
- electronically to: itpodrska@narodnopozoriste.rs – for tickets purchased via the official website;
- in person at the Box Office – for tickets purchased physically at the Box Office;
- through the card-issuing bank in cases of disputed online transactions, following payment system rules.
When submitting a complaint, the buyer must provide transaction verification details (e.g., order number, ticket information).
Buyers are advised not to send sensitive financial data (such as full card numbers or security CVV codes) via email.
If a complaint is grounded, refunds are processed at no additional cost to the buyer.
Refund Procedure and Execution
Section 11
Approved refunds are processed based on the original purchase and payment method.
Tickets Purchased at the Box Office: Refunds are issued exclusively at the Box Office upon physical presentation of the ticket.
Tickets Purchased Online: Requests must be sent from the email address used during registration/purchase to: itpodrska@narodnopozoriste.rs.
Card payment refunds are credited directly back to the payment card account used for the original purchase via the respective card system (VISA, MasterCard, Maestro, DinaCard).
Processing time and final availability of refunded funds depend on the issuing bank's procedures.
The buyer bears no fees for refunds resulting from program cancelation, alteration, postponement, or valid complaints.
Additional Rules for Online Purchases
Section 12
Once an online transaction is successfully completed, ticket exchanges, seat modifications, or updates to purchase details are not permitted.
If an online ticket was physically collected at the Box Office in paper form, the buyer must present proof of ticket voiding alongside their refund request.
Program Cancelation
Section 13
In the event of a program cancelation by the National Theatre in Belgrade, the buyer shall receive a full refund of the ticket price.
For tickets purchased online, refunds for canceled programs are processed automatically without requiring a separate request from the buyer.
Depending on transaction status at cancelation:
- Settled Transactions: Funds are refunded back to the original card account through the payment system as a credit/refund transaction.
- Pre-authorized (Hold) Transactions: The authorization hold is automatically released, restoring available funds according to issuing bank policies (no separate refund line item will appear).
Refunds are initiated without delay, at the latest within 8 days from the cancelation decision date. Availability depends on issuing bank rules.
For Box Office purchases, refunds are handled exclusively at the Box Office upon presenting the physical ticket.
Privacy Policy and Confidentiality
Section 14
The National Theatre in Belgrade is committed to protecting the privacy of all buyers and users. Personal data is collected and processed solely to the extent necessary to execute ticket purchases, fulfill contracts, and inform users about Theatre services.
Access to personal data is restricted to authorized employees who require it for official duties, all of whom are bound by data privacy principles.
During online card transactions, data entry occurs on secured pages of the authorized payment processor. Data processing and security are guaranteed by the processor; neither the National Theatre in Belgrade nor "Chip Card" a.d. has access to full card credentials at any time.
Personal data is retained in accordance with statutory requirements, and erasure requests are handled within legal compliance limits.
Data Protection During Transactions
Section 15
Confidential payment card details are transmitted across public networks in encrypted form using SSL protocols and PKI systems (industry-standard technology).
Detailed information regarding personal data processing, data subject rights, retention periods, and rights enforcement is available in the Privacy Policy of the National Theatre in Belgrade.
Transaction security is guaranteed by the payment processor. The National Theatre in Belgrade does not access customer card credentials.
Special Benefits and Discounts
Section 16
To make its opera, ballet, and drama repertoire accessible to broader audiences, the National Theatre in Belgrade offers special benefits for organized group visits from educational institutions and legal entities (institutions, companies, corporations, and other organizations).
The following discounts are available:
- 40% discount on ticket prices for group visits from educational institutions (schools, universities, etc.).
- 20% discount on ticket prices for group visits from other legal entities.
Eligibility requires a minimum purchase of 20 tickets for one or more performances within the monthly repertoire.
Discounts apply to tickets for the 2nd and 3rd Galleries of the Main Stage, as well as the "Raša Plaović" Stage.
Discounts do not apply to premiere performances, guest appearances, or special events.
Group bookings and inquiries are managed by the Marketing Department via email: marketing@narodnopozoriste.rs.
Box Office individual discounts:
- Pensioners: 50% discount upon presenting a valid pensioner card.
- Students: 50% discount upon presenting a valid student ID (index).
- Socially vulnerable individuals & persons with disabilities: 50% discount upon presenting valid proof/documentation.
Individual discounts apply to the 2nd and 3rd Galleries of the Main Stage and the "Raša Plaović" Stage (excluding premieres, gala concerts, and special events). For the "Raša Plaović" Stage, discounts apply strictly to Category II tickets and exclude the performance "Balkanski špijun" (The Balkan Spy).
These discounts apply exclusively to Box Office purchases and are not valid online unless explicitly decided otherwise.
The Theatre reserves the right to modify or discontinue benefits with prior public notice.
Payment Methods
Section 17
- Cash or payment cards at the Box Office of the National Theatre.
- Online payment cards (DinaCard, Visa, MasterCard, Maestro).
Contact Information
Section 18
For registration, login, or online purchase issues, buyers may contact the IT Center of the National Theatre in Belgrade via email at: itpodrska@narodnopozoriste.rs.
IT Center business hours: Business days, 08:00 – 16:00.
Box Office Hours
Section 19
Box Office hours: Monday through Saturday from 11:00 to 15:00 and from 17:00 until the start of the program; Sundays from 17:00 until the start of the program.
Ticket Reservations
Section 20
Individual ticket reservations are not accepted at the Box Office in person or by telephone. Reservations are conducted exclusively for organized group visits.
FINAL PROVISIONS
Section 21
These General Terms and Conditions are available on the official website of the National Theatre in Belgrade and shall apply on the eighth day following their publication.
These General Terms and Conditions are published on the date of their adoption.
