General Terms and Conditions (GTC)
1. Company Information
Palais Goëss-Horten GmbH
Hanuschgasse 3
1010 Vienna
Company Register Number: FN 455883t
VAT ID: Palais Goëss-Horten GmbH is not an entrepreneur within the meaning of the Austrian VAT Act (UStG).
2. Scope of Application
2.1 These General Terms and Conditions (GTC) apply to the purchase of admission tickets, services and goods via the website www.hortencollection.com and its associated subdomains and landing pages (hereinafter collectively referred to as “products”).
2.2 By ordering one or more products, the customer accepts these GTC. Only these GTC shall apply. Deviating terms and conditions shall not be recognised by the Heidi Horten Collection unless expressly agreed to in writing.
2.3 Should individual provisions of these GTC conflict in whole or in part with mandatory statutory provisions, the remaining provisions shall remain unaffected and valid.
2.4 The current version of the house rules is available on the website. By purchasing admission tickets or event tickets, the customer accepts these house rules.
3. Conclusion of Contract
3.1 The contract language is German.
3.2 After selecting the desired offers and correctly entering all required information, the customer submits an offer to purchase the selected products. An order is only possible if all fields marked with * (mandatory fields) are completed.
Acceptance of the offer by the Heidi Horten Collection is effected by sending a confirmation email to the email address provided by the customer.
4. Prices
4.1 Current prices for all offers can be found on the website. All prices include all taxes and statutory charges. The Heidi Horten Collection reserves the right to adjust prices at any time. Such adjustments do not affect products already purchased.
4.2 Price errors are reserved.
If the correct price is higher, the customer will be contacted; in this case, a contract shall be concluded only if the customer agrees to purchase at the correct price.
If the correct price is lower, the lower price will be charged.
5. Discounts / Reductions / Voucher Codes
5.1 Any information required to claim a reduction must be entered correctly in the online form. There is no legal entitlement to a discount. Reductions may be subject to specific conditions. Proof of eligibility may be required for each reduction. The assessment of eligibility lies solely with the Heidi Horten Collection.
6. Payment
6.1 Payment is processed via the payment provider selected by the customer. The payment provider verifies the customer’s information. Offers are deemed paid only once the payment provider has confirmed the information and full payment has been received by the Heidi Horten Collection. Amounts not confirmed by the payment provider will be reclaimed.
7. Liability and Warranty
7.1 The websites of the Heidi Horten Collection and the associated shops have been created with the utmost care and thoroughly tested. Nevertheless, no liability can be assumed that the functions are error-free, that defects will be corrected, or that the website or server is free of viruses or other harmful programs or functions.
The Heidi Horten Collection is not liable for uninterrupted availability of the online ordering system.
For defects of any kind (e.g., damages resulting from disruptions, errors, interruptions, or consequential damages), the Heidi Horten Collection is only liable if such damages were caused by intentional or grossly negligent conduct.
7.2 Statutory warranty claims, particularly for consumers, remain unaffected.
7.3 The customer is obliged to provide all requested data completely and correctly. The customer is liable for any costs arising from incomplete, incorrect, or unclear information.
7.4 Content on referenced or linked websites is expressly not part of the Heidi Horten Collection’s website. Any warranty or liability for such content is expressly excluded.
The Heidi Horten Collection explicitly distances itself from any potentially unlawful content on referenced websites and is not responsible for the content or functions of such pages.
7.5 Claims for damages by the customer of any kind—particularly for items left behind, forgotten, or lost on the premises, or for items placed in complimentary lockers—are excluded unless caused intentionally or through gross negligence by the Heidi Horten Collection.
This limitation does not apply to personal injury or to claims arising under the Product Liability Act.
8. Data Protection
8.1 All information regarding data protection can be found in the Privacy Policy at www.hortencollection.com/datenschutz.
9. Applicable Law and Jurisdiction
9.1 If the contracting party is not a consumer within the meaning of the Consumer Protection Act, the agreed place of jurisdiction shall be Vienna.
9.2 Austrian law shall apply, excluding the provisions of the UN Convention on Contracts for the International Sale of Goods (CISG).
10. Right of Withdrawal under the Distance and Off-Premises Contracts Act (FAGG)
10.2
If the purchase falls under the FAGG, you have the right to withdraw from the contract for the purchased products within fourteen days from the date you received the acceptance of your offer by email, without giving any reason.
10.3 To exercise your right of withdrawal, you must notify us of your decision to withdraw from the contract by means of a clear statement (e.g., a letter sent by post, fax, or email) before the withdrawal period expires.
10.4 In the event of withdrawal, you will receive a refund of all amounts charged for the underlying offer.
The Heidi Horten Collection may withhold the refund until any goods have been returned.
The customer bears the direct cost of returning the goods.
Unless otherwise agreed, the refund will be made using the same payment method used for the original transaction.
II. Special Provisions for Admission Tickets, Guided Tours and Workshops
1. Programme
1.1 Current exhibitions can be found on the website. If an exhibition, guided tour or special event—whose title is printed on the admission ticket, has been promoted in any other form or for whose exclusive visit tickets were purchased—is replaced, postponed or cancelled, the Heidi Horten Collection will not refund already purchased and unused admission tickets.
Admission tickets entitle the holder to visit all exhibition spaces open at the time of the visit, regardless of any previously announced exhibitions, guided tours or special events.
1.2 Partial closures may occur due to necessary work, such as installation, deinstallation or reconstruction of exhibitions. The Heidi Horten Collection reserves the right to close exhibition areas at short notice at any time for safety reasons.
1.3 Postponements or cancellations of exhibitions, guided tours or events do not entitle the purchaser to return already purchased tickets.
However, postponements of exhibitions, guided tours or events of more than two hours entitle the customer to a refund of the tour fee.
It is the customer’s responsibility to inform themselves on the day of the tour or event—e.g., via media or by calling the Heidi Horten Collection—about any possible changes.
1.4 Cancellation Terms for Private Tours
A free cancellation is possible up to two working days before the scheduled appointment. Cancellations must be submitted in writing to [email protected].
For cancellations received after this deadline, a cancellation fee of 100% of the total amount will be charged.
In case the group does not appear or arrives more than 20 minutes late, the entitlement to the service lapses. The full invoice amount remains due and payable.
Tours are conducted only within the agreed time window. In the case of shorter delays, the duration of the tour(s) will be reduced accordingly.
1.5 Cancellation Terms for School Workshops
A free full or partial cancellation is possible up to two working days before the scheduled appointment. Cancellations must be submitted in writing to [email protected].
For cancellations received after this deadline, or in case the entire group does not appear at the scheduled appointment, a cancellation fee of € 200 will be charged.
If the cancellation concerns only part of the group, and the number of booked children or adolescents drops from more than fifteen to fewer than fifteen participants after the deadline, a cancellation fee of € 100 will be charged.
III. Special Regulations for Kindergartens, Schools, and Families
1.1 Duty of Supervision for Kindergartens and School Classes
Educational professionals and accompanying adults of kindergarten groups and school classes bear full supervisory responsibility for the children and adolescents entrusted to them for the entire duration of the museum visit.
At least one supervising adult per fifteen children or adolescents is required.
A transfer of supervisory responsibility to the museum or its staff is excluded.
1.2 Admission Requirements for Kindergartens and School Classes
A visit to the museum is only permitted with a pre-booked workshop.
For organisational and safety reasons, visits by kindergarten groups and school classes are not allowed without prior booking.
Admission without a confirmed workshop booking is therefore excluded.
1.3 Regulations for Families and Children’s Events
Parents or legal guardians and accompanying adults must be reachable by phone during all children’s events.
Without written consent from the legal guardians, children and adolescents may not leave the museum unaccompanied after the event has ended.
Children must be picked up no later than the officially stated end of the event.
In case of late pickup, the museum is entitled to charge the current hourly rate for private group tours per hour or part thereof.
2. Tickets & QR Codes
2.1 Single tickets entitle the holder to use the offer once.
2.2 Access is only granted if the visitor presents an original ticket, a printed ticket PDF, or the QR code on their mobile device at the entrance.
Each QR code grants one-time admission. Customers are responsible for taking all reasonable measures to prevent duplication. The first visitor to present a specific QR code will invalidate it.
2.2 (duplicated number in original) The customer is responsible for ensuring that printed tickets are legible. Tickets containing illegible or unverifiable information will not be accepted.
2.3 Tickets may be transferred to another person prior to use. In the event of transfer, the customer must ensure that the recipient is made aware of the GTC, as they form part of the contract.
2.4 The offering or selling of tickets is not permitted.
3. Timeslots
3.1 The Heidi Horten Collection may restrict visitor admission to timeslots. The specified timeslot determines the time window during which a visitor may begin their visit.
3.2 In such cases, booking a timeslot is required for admission. It is already included in the ticket price. Admission without a valid timeslot ticket is not possible.
Bookings may only be made for time windows indicated as available.
3.3 Timeslots are transferable, but the sale of timeslots is prohibited.
3.4 Pursuant to § 18 para. 1 item 10 FAGG, the customer has no right of withdrawal for admission tickets valid for a specific date or time.
The right of withdrawal furthermore lapses if the customer redeems the admission ticket before the withdrawal period expires.
4. Replacement Services
4.1 Lost tickets or tickets not used or only partially used cannot be replaced; this applies in particular to “latecomers”.
Equivalent to latecomers are visitors who arrive shortly before museum closing time and who, due to high visitor numbers or an overload of an exhibition or the entire museum—especially due to resulting short-term closures of certain rooms—cannot be granted admission.
4.2 Visitors who arrive no later than 90 minutes before closing time of the museum or the respective exhibition are guaranteed admission, or else the admission ticket will be refunded.
5. Reductions
5.1 If a reduction is claimed, the customer must present an official photo ID at the entrance and prove their eligibility.
5.2 If a reduction was claimed without entitlement at the time of contract conclusion, the admission ticket or event booking becomes invalid.
The customer may pay the difference to the full ticket price; otherwise, admission to the museum may be denied or the customer may be asked to leave.
Any amount already paid will not be refunded—neither in full nor in part.
6. Validity Period
6.1 Online-ordered event tickets, vouchers and discount codes that are not assigned to a timeslot are valid for one year from the date of receipt of the confirmation email.
