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General Terms and Conditions for the Purchase of Tickets and Goods at the Public Institution Museum and Galleries of Ljubljana

Article 1 (Introductory Provision)

The General Terms and Conditions of the Museum and Galleries of Ljubljana are prepared in accordance with the Consumer Protection Act (ZVPot), the Personal Data Protection Act (ZVOP-1), and the Electronic Communications Act (ZEKom-1).

The General Terms and Conditions regulate the operation of MGML sales points, the rights and obligations of the buyer and MGML, and the business relationship between MGML and the buyer.

The buyer or user (hereinafter: the buyer) is any person who, at a sales point or online, purchases a ticket or other goods or uses the services of the Museum and Galleries of Ljubljana.

By purchasing a ticket or goods, the buyer confirms that they are familiar with and agree to the General Terms and Conditions. MGML reserves the right to amend the General Terms and Conditions without prior notice; amended conditions take effect on the day of publication.

Article 2 (Seller Information)

The sales points of the Museum and Galleries of Ljubljana are operated by:

Public Institution Museum and Galleries of Ljubljana (MGML)
Gosposka ulica 15, 1000 Ljubljana
Registration number: 3454428000
VAT ID: SI48922366

Article 3 (Sales Points)

MGML sales points are:

Authorised ticket sales point:

Article 4 (Payment Methods)

At MGML sales points, payment can be made:

  • in cash (EUR);

  • with payment and credit cards (MasterCard, Visa, Visa Electron, BA, Karanta, Maestro and Diners);

  • with the Ljubljana Tourist Card Urbana;

  • with purchase orders / vouchers (public institutions and MGML contractual partners).

Article 5 (Ticket Purchase)

Admission to MGML fee-based locations or events is possible only with a valid ticket. Individual visitors may purchase tickets at the ticket office at each location, on the seller’s website, or on the intermediary’s website. For groups, admission is possible on the basis of a prior reservation confirmed by the seller. Reservations may be made via prijava@mgml.si or by phone at +386 1 24 12 506.

The buyer may enter MGML locations or events only with a valid ticket. A ticket is used at the moment it passes through the access control point. Forging tickets is a criminal offense and will be prosecuted in accordance with applicable legislation.

A ticket that is not issued in the name of a specific person is transferable. Tickets issued in the name of the buyer (e.g., free tickets, gift tickets, or other personalised tickets) are not transferable and may only be used by the person to whom they are issued.

If the ticket purchase requires selecting or determining a specific time slot, the ticket is valid only for the selected time slot.

Any further sale, resale, distribution, or commercial use of tickets without prior written consent from MGML is prohibited. Violations will be treated as abuse, and MGML reserves the right to take legal action, including denying access to the website and cancelling tickets without refund.

Article 6 (Online Ticket Sales)

The buyer is bound by the General Terms and Conditions valid at the time of purchase (submission of the online order). When submitting an order, the buyer is explicitly informed of the General Terms and Conditions and confirms their awareness of them by submitting the order. The seller reserves the right to amend the General Terms and Conditions; in the mutual relationship, the version valid at the time of purchase applies.

The seller uses obtained personal data exclusively for the purposes specified in Article 25 of these Terms and Conditions.

Instructions for purchase: For online purchases, the buyer must provide the following information: name, surname, country, email address, and telephone number.

Server support for the proper functioning of the online shop and sales points is provided by Programski atelje A&Z d.o.o., Cesta na Brdo 17, 1000 Ljubljana, www.mojekarte.si.

Sensitive data are transmitted over a secure SSL connection, ensuring safe and confidential online transactions. Online payments are processed by Programski atelje A&Z d.o.o. – mojekarte.si. The buyer’s bank statement will list the transaction under Programski atelje A&Z d.o.o.

Article 7 (Availability of Information Prior to Contract Conclusion)

Before the buyer is bound by the contract or offer, the seller shall provide the following information:

  • the main characteristics of the goods or services,

  • the company name, registered office, and contact details of the seller (including phone number and email address),

  • the final price of the goods or services, including all taxes and any additional charges,

  • payment, delivery, and performance terms,

  • information regarding the existence, conditions, deadlines, and procedures for exercising the right of withdrawal (when applicable),

  • information on the possibility of complaints and out-of-court dispute resolution,

  • the general terms and conditions, published on the seller’s website; the seller does not allow purchase until the buyer confirms awareness of them,

  • in the case of online purchases: a clearly marked “order with obligation to pay” button and a contract confirmation on a durable medium (email or printed copy).

Article 8 (Credit Card Payment)

When paying by credit card, the buyer enters the data necessary to complete the transaction (card number, expiry date, and CVC/CVV security code). The security code is a three- or four-digit number located near the signature strip on the back of the card.

The payment process is carried out directly on the secure website of the bank or payment service provider. All payment conditions, security protocols, and potential restrictions are determined solely by the bank or payment service provider. The seller does not store credit card data and assumes no responsibility for any issues or abuses arising from the payment process.

Article 9 (E-Ticket)

A valid ticket is represented by a QR code, which the buyer receives upon completing the purchase on the online sales point and by email. The buyer must ensure that the QR code is readable and undamaged at entry, stored on a mobile device or printed so that its validity can be checked at the entrance.

Article 10 (Ticket Security)

Tickets may not be misused, copied, or altered. Each ticket is valid upon first entry; the first accepted ticket with the same identification is considered valid. All subsequent tickets with the same identification are automatically invalid. By using an authorised ticket, the buyer accepts the seller’s General Terms and Conditions.

Article 11 (Errors During Purchase)

In the event of a successfully completed purchase, the buyer receives the ticket and the invoice directly on the online sales point upon finalizing the purchase and also by email.
If, due to technical errors (e.g., session interruption, power outage, or similar), the buyer does not receive the ticket and invoice even though the payment transaction was completed, they must notify the seller at prijava@mgml.si.

Article 12 (Online Ticket Purchases Are Final)

Before clicking “Pay,” the buyer must carefully check all information related to the purchase (date and time of visit, ticket price). In the final step before payment, the buyer can still modify any part of the purchase by returning to the previous step.

After the ticket has been purchased—meaning after the buyer clicks “Pay”—no changes or withdrawal from the purchase are possible.

Article 13 (Purchase of Goods)

The purchase of goods is possible at the following MGML locations: City Museum of Ljubljana, Plečnik House, Jakopič Gallery, City Art Gallery, and Cukrarna, or via the online sales point https://shop.mgml.si/.

Article 14 (Returns of Goods)

The buyer has the right to withdraw from the purchase within 14 days of receiving the goods; however, they must cover the direct cost of returning the goods.
Returned products must be unused, undamaged, and in their original packaging.

Return costs are borne by the buyer. A copy of the invoice and the buyer’s bank account number for the refund must be included.

MGML will refund the purchase price of the goods, deducting the cost of the original shipment to the buyer and any transaction fees. Refunds will be issued as soon as possible and no later than 30 days after receiving the withdrawal notification and the returned products.

Goods must be returned to:
Museum and Galleries of Ljubljana, Gosposka 15, 1000 Ljubljana, Slovenia

Article 15 (Handling Damaged Shipments and Material Defects)

A material defect exists when:

  • the product lacks the properties necessary for its normal use;

  • the product lacks characteristics expressly or implicitly agreed upon or prescribed;

  • the seller delivers a product that does not match the sample or model, unless the sample or model was shown for information only.

The buyer must notify the seller of a material defect within the legally prescribed timeframe, provide a precise description of the defect, and send the notice at their own expense. The buyer must also allow the seller to inspect the product. Buyer’s rights regarding material defects are governed by the Consumer Protection Act.

If the buyer discovers that the product or package is physically damaged, missing content, or shows signs of tampering upon pickup, they must initiate a compensation procedure with Pošta Slovenije. The buyer must promptly bring the package to the nearest post office, where a “Damage Report” will be completed in the presence of postal staff. The report must be signed by the buyer.

Pošta Slovenije, in cooperation with the seller, will ensure that the compensation procedure is resolved as quickly as possible.

Article 16 (Online Sale of Products)

The MGML online store enables product purchases for buyers in Slovenia and abroad. Both individuals and legal entities may purchase through the online shop. MGML ensures clear product information and a safe and reliable purchase process.

Due to the nature of online business, the offer in the MGML online store is updated regularly and may change frequently. All prices listed in the online store apply exclusively to purchases made through the online store.

As a rule, only products in stock are offered in the online store. If an ordered product cannot be shipped, the buyer will be notified immediately. MGML will remove the unavailable product from the order and refund the buyer for that product; remaining items will be delivered or the entire order may be cancelled, depending on the buyer’s choice.

MGML accepts no liability for damage arising from longer delivery times or the non-delivery of products.

Any issues related to online purchases should be reported to shop@mgml.si. During MGML business hours, information and assistance are also available at the phone number listed on the MGML website.

Article 17 (Purchase Procedure for Goods in the Online Store)

Products are added to the list of selected items by clicking the “Add to List” button.
In the cart, the buyer can view selected items, adjust quantities, or remove products.

To add new items, click “Continue Shopping.” Products already in the cart remain there until the order is completed or removed. At any time, the buyer may continue shopping, with previously selected items remaining in the cart.

Once the buyer has selected all desired items, they must fill out the form with all required information and choose the delivery or pickup method. If the buyer has an existing account in the online store, their details will appear automatically; otherwise, the buyer must enter them manually.

After confirming the correctness of the entered information, the buyer submits the order by clicking “Submit Order.” After submitting the order, the buyer receives a confirmation email.

The sales contract between MGML and the buyer is concluded when MGML sends an email confirming the order status. From this moment onward, all prices, delivery conditions, and other terms are fixed and apply to both parties.

Article 18 (Purchase Notification Procedure)

Order
After submitting an online order, the buyer receives a notification on the website and by email that the order has been received.

Order dispatched or ready for pickup
MGML prepares, dispatches, or prepares the item for personal pickup within the agreed timeframe and notifies the buyer by email.

After the order has been successfully submitted, a confirmation appears on the screen. Once the order is confirmed, changes to the order or the final amount are no longer possible.
After payment and receipt of funds, MGML ships the products to the delivery address specified in the order or prepares them for pickup at Gosposka ulica 15, 1000 Ljubljana.

Article 19 (Delivery Time and Shipping)

Delivery of ordered goods is carried out by Pošta Slovenije. Shipping costs are calculated in accordance with the valid price list of Pošta Slovenije. Delivery usually takes place on the next working day after dispatch, and no later than within three working days. Upon dispatch, MGML notifies the buyer by email. The estimated delivery time within Slovenia is up to 8 working days from receipt of the order confirmation email and completed payment.

The buyer will be notified by email about any extended delivery times. If the extended delivery time is not acceptable, the buyer may request removal of an individual product from the order, product replacement, or cancellation of the entire order.

Article 20 (Issuing an Invoice)

MGML sends the invoice to the buyer along with or after the delivery of the ordered items. The invoice includes the price and all costs associated with the purchase. The buyer must verify the accuracy of the invoice and inform the seller of any errors within eight days of receiving the invoice. Objections submitted later will not be considered.

Article 21 (Purchases by Legal Entities)

Purchases by legal entities cannot be made directly through MGML online sales points.
If you require an invoice for a company or organisation, please contact:

Article 22 (Prices)

All prices include VAT. Prices are valid at the time of order submission and do not have a predetermined validity period.
Despite our best efforts to provide accurate and updated information, pricing errors may occur. In such cases, or if the price changes during the order process, MGML will allow the buyer to withdraw from the purchase.

Article 23 (Personal Data Protection Statement)

The seller conducts sales in its own name and for its own account. The seller protects the privacy of buyers and processes personal data in accordance with applicable legislation.

Personal data protection within the online store complies with the Personal Data Protection Act (Official Gazette RS, No. 163/22) and the General Data Protection Regulation of 27 April 2016 (GDPR).

The buyer has the right to correct inaccurate personal data, complete incomplete data, access personal data relating to them, and restrict processing in accordance with applicable law.

The buyer has the right to deletion (“right to be forgotten”), allowing them to request that the seller erase their personal data without undue delay.

In the event of a personal data breach that may pose a high risk to the buyer’s rights and freedoms, the seller will notify the buyer without undue delay.
The procedure for exercising the buyer’s rights under this Article is governed by Article 28 of these Terms and Conditions.

Article 24 (Collection of Personal Data)

During online purchases, personal data necessary for the execution of the service are collected. These data are deleted in accordance with regulations once the purpose of collection is fulfilled. The personal data collected by the seller include the buyer’s name, surname, country, email address, and telephone number.

The website may also collect data such as the buyer’s internet service provider, IP address, date and time of access, the pages visited, and the website from which the buyer accessed the seller’s page. These data are collected for the purpose of improving the website, analysing trends, and site administration.

Article 25 (Use of Personal Data)

Personal data collected through the seller’s online store are used for the operation of the website and for providing services or performing transactions requested or consented to by the buyer. Country information is used for statistical analysis. The email address is used for communication with the buyer and for sending vouchers/tickets.

Article 26 (Use of Cookies)

Cookies are small files sent by the server to the user’s browser when visiting a website, and stored on the user’s device (computer, tablet, smartphone).

The website uses cookies that collect information on how the website is used. These cookies use the IP address to analyse website visit frequency, browsing patterns, user behaviour, preferences, and settings.

The Museum and Galleries of Ljubljana uses its own cookies as well as third-party cookies (Google, Google Analytics, YouTube). By giving consent to cookies, the user consents to MGML and selected third parties placing cookies on their device.

Article 27 (Complaints and Disputes)

Any issues relating to a purchase or order execution may be reported to prijava@mgml.si or shop@mgml.si. During MGML business hours, information is also available at +386 1 24 12 506. The complaints procedure is confidential.

Article 28 (Final Provisions)

MGML reserves the right to amend or supplement these General Terms and Conditions without prior notice. Amended conditions take effect on the day they are published on the MGML website. For each order, the version valid at the time of order submission applies.

These General Terms and Conditions apply to all purchases in the MGML online store and at MGML sales points, unless otherwise agreed in writing.

In the event of a dispute, MGML and the buyer shall attempt to resolve it amicably. If an amicable settlement is not possible, the competent court in Ljubljana shall have jurisdiction.

These General Terms and Conditions of the MGML store are valid from 22 August 2025.

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