Question 1

Who is entitled to the half-price ticket (meia-entrada)? Which documents are required?

Accepted Answer

Seniors aged 60 or over; People with disabilities, with the Continuous Cash Benefit card (BPC), an INSS document certifying retirement under Complementary Law 142/13 or an ID card stating the disability, and their companion, according to legal requirements; Young people up to 15, and low-income young people aged 16 to 29 with the ID Jovem card; Students with a Student ID card; Blood donors registered at blood centers in Rio Grande do Sul. The right to half-price tickets is set out in Federal Laws 10.741/03 and 12.933/13, Decree 8.537/2015 and State Laws 13.104/08 (amended by Law 14.612/14) and 13.891/12. Beneficiaries must be identified as required by these laws. Children up to 4 years old who sit on an adult’s lap do not pay, upon presentation of an ID document. Showing the official document required by law is mandatory to enter the show. Without it, entry is denied and the amount paid is not refunded.

Question 2

Do children need a ticket?

Accepted Answer

Children up to 4 years old enter free of charge, as long as they stay on the same seat as their parents or guardians. Children from 5 to 15 pay half price, upon presentation of a supporting document. The age considered is always the child’s age on the day of the show.

Question 3

I bought the tickets with my CPF. Can someone else use them?

Accepted Answer

Yes. Tickets can be used by other people. For half-price tickets, the person attending must present the document that proves the right to the discount.

Question 4

Can I change the date, sector or type of a ticket I bought?

Accepted Answer

Yes, by rescheduling. It can be requested up to 48 hours after the original date of the show, on WhatsApp (54) 9 9910 0901, and is subject to ticket availability on the new date and sector. A fee of 30% of the face value of the new ticket is charged, plus the 12% service fee (on the face value of the new ticket). If the new ticket has a higher face value, the difference is also paid. The total is informed before confirmation. Online purchases can also be cancelled within 7 calendar days, as provided in article 49 of the Brazilian Consumer Protection Code.

Question 5

How do cancellations and refunds work?

Accepted Answer

Cancellation can be requested within 7 calendar days of the purchase or up to 48 hours before the show, according to article 49 of Law 8.078/1990. When the cancellation is requested by the customer, the ticket issuing fee is not refunded.

Question 6

What happens if the organizers cancel the show?

Accepted Answer

If the event is cancelled by the organizers, you can choose to: reschedule to another available date; switch to another show, subject to availability; request a refund of the amount paid. Refunds must be requested through our support channels, as they are not automatic. The same rules apply to partial cancellations. Refunds are processed within 30 days from the cancellation of the event, also considering the date of your request. Credit card purchases: the full or partial amount is reversed on the card used, within 30 business days. When the credit appears depends on the card issuer and your statement closing date. Pix purchases: the refund goes to the account used for payment, within 30 days of the request. Only the buyer or a duly authorized legal representative can request the refund.

Question 7

What is included in the VIP sector?

Accepted Answer

VIP tickets have assigned seats, shown on the ticket. So there is no need to arrive early to get a good spot.

Question 8

What time do the gates open?

Accepted Answer

Nativitaten · Serra ParkGates open: 6:30 pm · Show starts: 8:00 pm The Great Christmas Parade · ExpogramadoGates open: 6:30 pm · Show starts: 8:00 pm O Brilho do Natal · Palácio dos FestivaisCheck the time on your ticket. Sessions are at 6:00 pm. Natal Luz in Concert · Palácio dos FestivaisCheck the time on your ticket.

Question 9

How can I contact support?

Accepted Answer

Support is available every day from 8 am to 10 pm. Phone / WhatsApp: (54) 9 9910 0901E-mail: contato@ingressosnatalemgramado.com.br

Question 10

Are seats numbered?

Accepted Answer

In the VIP sector, yes. The exact seat number is on the ticket. In the other sectors seats are not assigned. They are taken in order of arrival, according to availability. We recommend arriving early to choose the best spots.

Question 11

Do the shows happen if it rains?

Accepted Answer

Nativitaten: yes, the venue is covered (the VIP sector is an open-air area). The Great Christmas Parade: the audience area is covered, and the show may be cancelled in heavy rain. O Brilho do Natal: indoor venue. Natal Luz in Concert: indoor venue.

Question 12

How will I receive my ticket?

Accepted Answer

After the payment is confirmed, you receive a link to create your login and password. The ticket will be available digitally in your account and can be shown directly on your phone screen. There is no need to print it or pick up a physical ticket. Tickets are usually released up to seven days before the show, or up to three hours before it starts, depending on the purchase date.

Question 13

Is there parking at the venues?

Accepted Answer

Nativitaten · Serra Park: paid parking on site. The Great Christmas Parade: free and paid parking nearby. O Brilho do Natal: free and paid parking in the area. Natal Luz in Concert: free and paid parking nearby.

Question 14

Where do the shows take place?

Accepted Answer

Nativitaten: Centro de Eventos Serra Park, Rua Henrique Belotto, Três Pinheiros, about 4 km from downtown Gramado. The Great Christmas Parade: Expogramado, Av. Borges de Medeiros, 4111, Centro, Gramado/RS. O Brilho do Natal: Palácio dos Festivais, Av. Borges de Medeiros, 2697, Centro. Natal Luz in Concert: Palácio dos Festivais, Av. Borges de Medeiros, 2697, Centro.

Question 15

Are pets allowed?

Accepted Answer

No. Animals are not allowed in the show areas.

Question 16

Can I bring a stroller?

Accepted Answer

Strollers cannot stay inside the show area. They can be left at the entrance during the event.

Question 17

Is food and drink sold?

Accepted Answer

Yes. Food and drinks are sold from 6:30 pm to 8:00 pm. All proceeds go to charity.

Question 18

I lost something during the event. What should I do?

Accepted Answer

Contact the organizers at +55 (54) 3286-2002. If you cannot get through, use the other channels provided by the organizers.

Question 19

Is there a reserved area for wheelchair users?

Accepted Answer

Yes. All shows have an accessible area for wheelchair users, including access for one companion.

Question 20

What happens if the schedule changes?

Accepted Answer

Shows may have schedule changes without prior notice. Same-day changes: information is published on the official social media. If needed, contact support to confirm the schedule or reschedule to another available date. Changes announced up to two days in advance: our team will contact you by e-mail or WhatsApp to inform you and help with rescheduling or adjusting your ticket, subject to availability.

Question 21

What is the Service Fee?

Accepted Answer

The Service Fee is the amount charged by the platforms that sell tickets online. It covers technology, processing, support, platform maintenance and sales intermediation costs. According to the established understanding of Brazil’s Superior Court of Justice (STJ), the fee is valid when the consumer is informed of the amount in advance and has other ways to buy without it. Legality: the fee is legitimate when it is possible to buy directly at the physical box office without it. Transparency: the amount must be shown clearly before the purchase is completed. Service: the fee covers the technology and operation of the sales platform. Possible abuse: it may be considered abusive if there is no option to buy without it, if it is excessive or if it is not disclosed in advance. Other fees: the Service Fee is not the same as delivery fees for physical tickets or pick-up fees. In 2024 the 4th Panel of the STJ reinforced that choosing the convenience of buying online justifies the fee, even when the ticket is later picked up at a box office.

Natal Luz Gramado FAQ: Tickets, Venues and Access