Help and FAQs

Here you’ll find the answers to frequently asked questions (FAQs).

Don’t hesitate to contact us if you can’t find the answer to your question here.

 

1. Tickets

 

• When and how do I get my e-tickets?

 

You’ll receive your e-tickets immediately payment has gone through. You can download your e-tickets on the page confirming your order. Your e-tickets will also be sent to you as a PDF attachment in an email.

 

• I have not received the e-tickets I ordered – what can I do?

 

Our e-tickets are issued as soon as payment has gone through, and are sent to you as a PDF attachment in the email confirming the order and payment. If your e-tickets have not arrived by email within 5 minutes, please check whether the confirmation email has landed in your spam folder. If this is the case, please add us as a trusted sender. To clarify other causes, such as a typo in the email address, please contact our customer service by email: info@imperialtickets.com. Please supply the attraction booked, the customer name and order number. We will then immediately verify whether your order has reached us.

 

2. Payment

 

• What methods of payment are possible with Imperial Austria?

 

Imperial Austria offers you several ways of paying for your purchase. We support Alipay, American Express, Diners Club, Discover, MasterCard, UnionPay and Visa. If you don’t want to pay by credit card and you use online banking, you can also make your payment using the Klarna online payment system.

 

• How secure are my credit card details?

 

We use SSL (Secure Sockets Layer), the most-used online encryption system. No data between your browser and our site can be read by third parties. Your credit card number is not saved on our site. SSL also guarantees the security of online bank transactions.

 

• My payments keep getting declined. Why can’t I buy any tickets?

 

Please ensure you have entered your details correctly.

Credit card payments may be declined if

- the transaction cannot be authorized by the credit card provider because of technical issues.

- an incorrect 3D security code answer is entered. The 3D security code is a method used by your credit or debit card provider to authenticate online purchases and to avoid fraud.

We have no influence on these processes. In such cases please contact your bank or credit card provider directly.

 

• What is a 3D security code?

 

3D Secure is a service provided by your bank in cooperation with Verified by Visa and Verified by MasterCard®, which provides additional security when making online purchases with your credit or debit card. In this authentification process the credit/debit card issuing institution undertakes further security checks.

Although Imperial Austria offers a mobile website, problems can sometimes occur:

- the authentification site may not load correctly. This problem occurs when the bank that issues your card is not optimized for mobile payment transactions.

- difficulties can arise in receiving your confirmation code if this is sent by text to your mobile phone. Please ensure that your bank has your current mobile telephone number.

 

• How do I receive an invoice for my order?

 

You can generate an invoice immediately after completing your purchase. Download the invoice and save it on your computer or mobile device.

 

3. Changes and cancellations

 

• Can I cancel my order and receive a refund?

 

Your ticket purchase from Imperial Austria is binding, and cancellations or changes of date are not possible. Please refer to our General Terms and Conditions.

 

• I didn’t use my tickets and the date has expired­ – can I get a refund?

 

Unfortunately it is not possible to refund tickets once purchased.

 

• Where do I find my order number?

 

Your order number is in the subject line of the email sent to you immediately after your order has been confirmed. The order number is also on your PDF e-ticket. You will find the order number in the field with your payment details. You will need to quote this number if you contact our customer service.

 

4. Data protection

 

• What does Imperial Austria do with my personal data?

 

We only pass on this information to third-party providers where necessary for the processing and completion of your order. You can find further information on our data protection guidelines in our

Imperial Austria offers you several ways of paying for your purchase. We support Visa, MasterCard, Diners Club, JCB and American Express. If you don’t want to pay by credit card and you use online banking, you can also make your payment using the Klarna online payment system.

 

• How secure are my credit card details?

 

We use SSL (Secure Sockets Layer), the most-used online encryption system. No data between your browser and our site can be read by third parties. Your credit card number is not saved on our site. SSL also guarantees the security of online bank transactions. All payments are transacted by mPAY24, the leading online payment provider in the German-speaking countries.

 

• My payments keep getting declined. Why can’t I buy any tickets?

 

Please ensure you have entered your details correctly.

Credit card payments may be declined if

- the transaction cannot be authorized by the credit card provider because of technical issues.

- an incorrect 3D security code answer is entered. The 3D security code is a method used by your credit or debit card provider to authenticate online purchases and to avoid fraud.

We have no influence on these processes. In such cases please contact your bank or credit card provider directly.

 

• What is a 3D security code?

 

3D Secure is a service provided by your bank in cooperation with Verified by Visa and Verified by MasterCard®, which provides additional security when making online purchases with your credit or debit card. In this authentification process the credit/debit card issuing institution undertakes further security checks.

Although Imperial Austria offers a mobile website, problems can sometimes occur:

- the authentification site may not load correctly. This problem occurs when the bank that issues your card is not optimized for mobile payment transactions.

- difficulties can arise in receiving your confirmation code if this is sent by text to your mobile phone. Please ensure that your bank has your current mobile telephone number.

 

• How do I receive an invoice for my order?

 

You can generate an invoice immediately after completing your purchase. Download the invoice and save it on your computer or mobile device.

 

3. Changes and cancellations

 

• Can I cancel my order and receive a refund?

 

Your ticket purchase from Imperial Austria is binding, and cancellations or changes of date are not possible. Please refer to our General Terms and Conditions.

 

• I didn’t use my tickets and the date has expired­ – can I get a refund?

 

Unfortunately it is not possible to refund tickets once purchased.

 

• Where do I find my order number?

 

Your order number is in the subject line of the email sent to you immediately after your order has been confirmed. The order number is also on your PDF e-ticket. You will find the order number in the field with your payment details. You will need to quote this number if you contact our customer service.

 

4. Data protection

 

• What does Imperial Austria do with my personal data?

 

We only pass on this information to third-party providers where necessary for the processing and completion of your order. You can find further information on our data protection guidelines in our General Terms and Conditions.

 

• Alternative dispute resolution according to Art. 14 (1) ODR-VO:

 

The European Commission offers a platform for online dispute resolution (ODR) which you can find at http://ec.europa.eu/consumers/odr/. We are neither obliged nor willing to engage in a dispute resolution process before a consumer arbitration service.