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General Terms and Conditions for the Purchase of Admission Tickets, Vouchers and Event Tickets

The following terms and conditions of business and payment apply to the purchase of admission tickets for permanent and temporary exhibitions, vouchers and special event tickets (“products”) at DARK MATTER GmbH online, and onsite at the box offices.


1. Contract Conclusion/ Event Dates General

The contractual relationship for the purchase of the products is established between DARK MATTER GmbH and the Customer. Products are only sold to end customers and authorized resellers. In the case of unauthorized resale in their own name and on their own account to other customers, DARK MATTER GmbH reserve the right to withdraw after conclusion of the contract.

Online purchase

By finishing the purchase process on our ticketing partner website (TicketTailor -, the Customer submits to conclude a contract with DARK MATTER GmbH. The booking is binding and a cancellation, exchange or rescheduling is not possible.

2. Prices and payment

The prices offered for the products include VAT. Different fees may apply to customers of cooperation partners. The customer makes payment in advance for online purchases. Payment by collective invoice is possible only after appropriate agreement (large group booking).

3. Shipment

The shipment of the products ordered online including the confirmation of the purchase and the ticket QR code, will be sent by e-mail to the address provided by the customer. The ticket QR code is to be printed out by the customer and presented in DARK MATTER GmbH museum or in digital form on the display of a smartphone or tablet. Admission will only be granted upon presentation with a complete and legible QR code. The customer bears the shipping risk and is responsible for providing a valid e-mail address to which the ticket can be sent.

4. Special rules for individual product groups

a) Discounted and free products
Discounted and free admission are only valid with the corresponding proof. The requirements for a reduction can be found in the following regulations of DARK MATTER GmbH.


Student tickets:
- A school or university ID card that is properly dated and confirms that one is pursuing a full-time course of study
- A current dated letter on university or school letterhead with an official stamp confirming full-time student status
- For international students - Certified translations of the above documents or ISIC card.

Free entry for accompanying person:
- Disability passes marked with a ‘B’ include entry for one accompanying person.

b) Vouchers
Vouchers issued by DARK MATTER GmbH can be redeemed at the online ticket box office. They are valid for one year; the period begins at the beginning of the month of the respective month voucher was purchased and ends at the end of the respective month next year. Vouchers are only valid for the permanent exhibition (not for other events or temporary special exhibitions such as SOMMERLIGHTS or WINTERLIGHTS). The voucher cannot be redeemed for cash or refunded. In the event of loss of a voucher, no replacement can be provided. Customer ensures to select the correct date and time before applying the code. The date and time of the booked slot cannot be changed. The code can only be entered once and will be automatically applied to the product. 

5. Cancellation / Withdrawal

Cancellation or return of the products is generally excluded. 

6. Liability and refund of the entrance fee

DARK MATTER GmbH are liable without limitation for intent and gross negligence. For simple negligence, they are liable - except in the case of injury to life, body or health - only if essential contractual obligations are violated. The liability is limited to the contract typical and predictable damage. This limitation of liability shall not apply to strict liability prescribed by law. In all other respects, DARK MATTER GmbH shall be liable following the statutory provisions.

Suppose individual departments or facilities of DARK MATTER GmbH are closed for structural or organizational reasons. In that case, holders of corresponding admission tickets or tickets for events will be offered a replacement of equal value, or the purchase price will be refunded. The closure of individual parts of an exhibition or the inaccessibility of unique exhibits does not justify any warranty rights. DARK MATTER GmbH accepts no liability for the cancellation of an event due to force majeure or other circumstances beyond its control. A postponement of the dates for public events by up to 60 minutes compared to the offer does not entitle you to a reduction of the agreed price.

7. Data Privacy

In order to process the contractual relationship for purchases via the online store, the name and address as well as the e-mail address of the customer will be stored and used for the duration of the contractual relationship in accordance with the provisions of the EU General Data Protection Regulation of 25 May 2018. The employees of DARK MATTER GmbH involved in processing the contractual relationship and those of the service provider commissioned for this purpose, who are specifically obliged to handle this data with care, have access to this data exclusively to process the contract. Customers shall inform DARK MATTER GmbH immediately of any changes to this data.

With the customer's express consent, name, address, and e-mail address can also be included in a general address file of DARK MATTER GmbH, which is used for visitor support and information.

Further information on data protection at DARK MATTER GmbH can be found at

8. Final provisions

DARK MATTER GmbH reserve the right to change these conditions at any time without giving reasons. Such changes do not apply to products already purchased. The law of the Federal Republic of Germany shall apply exclusively. The only place of performance for delivery, service and payment is Berlin. Berlin is the exclusive place of jurisdiction for disputes with merchants, legal entities under public law and special funds under public law, and persons who have their domicile or habitual residence abroad.

Status: 10/05/2024

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