Terms and conditions as of September 1, 2021

The terms and conditions apply to the sale of tickets, membership cards and annual passes in the Municipality of Copenhagen's swimming pools either on the website  svoemkbh.kk.dk  or in the ticket machines located in the swimming pools.

1. Prices and Payment

All prices are stated in Danish kroner and can be viewed on the website  svoemkbh.kk.dk  or at the ticket machines in the swimming pools. The prices are not subject to VAT, as the sale of tickets to the Municipality of Copenhagen's swimming pools is exempt from VAT.

You can pay with Dankort, Visa, VisaElectron, MasterCard, Maestro or MobilePay. There are no fees on payments.

To protect your card information, when making a payment, you will be redirected to a payment page provided by DIBS A/S, which is certified to handle payment information. Payment is made in a secure manner, where the information is encrypted before being sent over the internet.

2. Tickets and cards

2.1. Single tickets

A single ticket gives access to one of the Municipality of Copenhagen's swimming pools and can only be used once.

A Single ticket purchased via the website is valid for 90 days from the date of purchase.

If you buy it at the swimming pool's ticket machine and print it out, it must be used immediately.

Children under 7 years old are admitted free of charge and must be under the constant supervision of an adult (15 years old or older) who has purchased a ticket to the swimming pool. Staff may request to see documentation of the guests' age.

You can buy single tickets at a discount, which can only be used during the green opening hours of the Copenhagen Municipality's swimming pools.

You can buy an additional ticket that gives access to, for example, the hot water pool. Additional tickets are only valid together with a ticket/card for the swimming pool.

See more about green opening hours at  svoemkbh.kk.dk .

Please note that there may be special opening hours on public holidays, see more at  svoemkbh.kk.dk . On public holidays you must pay the same price as on weekends.

2.2. Clipping cards and additional clipping cards

A clip on a clip card gives access to one of the Copenhagen Municipality's swimming pools – with the exception of Valby Vandkulturhus and Øbro-Hallen on weekends. A clip is only valid once. Clip cards can be used throughout the swimming pool's opening hours.

You can buy additional tickets that give access to, for example, the hot water pool. Additional tickets are only valid in conjunction with a ticket/ticket to the swimming pool.

The clip card is valid for 1 year after the date of purchase. You are entitled to be paid the residual value of the clip card during the validity period and for up to one year after the expiry of the validity period, cf. section 96(2) of the Payments Act. Unused clips are refunded with the difference between the purchase price of the clip card and the price of a single ticket at the time of refund, x number of clips used.

Clip cards and additional clip cards are not personal, so they can be used by several different people.

Children under 7 years old are admitted free of charge and must be under the constant supervision of an adult (15 years old or older) who has purchased a ticket to the swimming pool. Staff may request to see documentation of the guests' age.

Clip cards for institutions can only be purchased from institutions in the Municipality of Copenhagen. Please note that they are not valid on weekends.

2.3. Annual pass

An annual pass is personal and gives you access to the Copenhagen Municipality Swimming Pools. You can only use an annual pass during the swimming pools' green opening hours, and it gives you access to the swimming pools once a day. Additional visits require the purchase of, for example, a single ticket.

See more about green opening hours at  svoemkbh.kk.dk .

On holidays there may be special opening hours, see more at  svoemkbh.kk.dk .

The annual pass is valid for 1 year from the date of purchase.

Annual student cards only grant access if you can show a valid student card to staff when they ask for it.

Annual cards for public pensioners residing in the Municipality of Copenhagen only grant access if you can show your health card to the staff when they ask. Annual cards for early retirement pensioners only grant access if you can show documentation from Udbetaling Danmark when the staff asks.

Others may not use or take over your annual pass. This will be considered abuse. In the event of abuse of the annual pass, staff may expel the user and deactivate the card.

Children under 7 years old are admitted free of charge and must be under the constant supervision of an adult (15 years old or older) who has purchased a ticket to the swimming pool. Staff may request to see documentation of the guests' age.

2.4. Lack of documentation

If you cannot document that you are entitled to discounted tickets or cards, you are always welcome to purchase a single ticket at the regular price.

If you fail to purchase a ticket at the regular price and cannot present the required documentation, the staff may expel you from the swimming pool. In the case of an annual pass, the staff may also deactivate the card until you can present the required documentation.

3. General terms and conditions

3.1. Expulsion, deactivation and right of return

If you are expelled from the swimming pool, or if your season ticket is deactivated, you cannot get your ticket or card costs refunded. However, you are entitled to be paid any residual value of a clip card, cf. section 2.2.

3.2. Purchasing tickets and creating a user account

When purchasing single or additional tickets, you can shop without having a user account. When you purchase these tickets online, you must provide your email address when making the purchase. When purchasing tickets, you can also choose to create a user account. With a user account, you will always have access to the tickets you have purchased.

If you buy a membership or annual pass, you must create a user account.

When you create a user account, you are required to provide correct information and update the information if it changes.

If you wish to delete your user account, you can do so under "Edit information" in your profile. Please note that all active tickets associated with the profile will be lost and therefore cannot be refunded.

If the Copenhagen Municipality's swimming pools suspect that user information is being misused by others, the Copenhagen Municipality may deactivate the account.

The user will always be notified via email or SMS (if you have provided your phone number when creating the account).

If you suspect that your user information is being misused by others, you must immediately notify the Municipality of Copenhagen's swimming pools using the contact form at  svoemkbh.kk.dk .

3.3. Right of withdrawal

You have a 14-day right of withdrawal when you have purchased a ticket with a user account online or at the ticket machines located in the swimming pools. For tickets purchased without a user account (see section 3.2), you cannot exercise the right of withdrawal.

The right of withdrawal runs from the day you purchased the ticket. However, once the ticket has been used, the right of withdrawal no longer applies. A ticket or card is used the first time the machine has printed an access wristband for you.

If you wish to cancel a purchase that requires registration, such as Øbro-Hallens Kurbad and baby swimming in Øbro-Hallen, you can cancel your purchase within 24 hours of purchase, but only if it was purchased with a user account. See  how to cancel your purchase at svoemkbh.kk.dk .

If you wish to use the right of withdrawal for purchases of tickets, annual passes or membership cards that do not require registration, you must use the following mailbox:

Copenhagen Municipality swimming pools ticket refunds

In the subject line, we recommend that you write: “Refund of purchase”

In the text field, we recommend that you write: "I hereby declare that I wish to exercise my right of withdrawal in connection with my agreement to purchase tickets and/or admission cards to the Copenhagen Municipality Swimming Pools."

Then enter the following information:

• Your CPR number so we can transfer the money to your NemKonto
• Your full name or the name you used to create your user
• The email or mobile number you used to create your account
• Which card or ticket you want refunded, in case you have multiple cards or tickets on your profile

Since a CPR number is confidential information, this information must always be sent securely via the link above.

You will have the money transferred to your NemKonto within 30 days if the conditions for refund are met.

3.4. Defects and right of complaint

In case of defects, you can complain about the purchase. We recommend that you send your complaint as soon as possible. According to the Danish Sales Act, you have the right to complain up to 2 years after your purchase.

You can make a written complaint about tickets via the contact form at  svoemkbh.kk.dk . If your complaint concerns conditions at the individual swimming pools, you must also contact us via the contact form at  svoemkbh.kk.dk .

3.5. Complaints options

If you wish to complain about tickets or the Municipality of Copenhagen's swimming pools, you must fill out the contact form at  svoemkbh.kk.dk . If your complaint concerns conditions in the individual swimming pools, you must also contact us via the contact form at  svoemkbh.kk.dk .

You can also choose to send your complaint to the Center for Complaints Resolution in Nævnenes Hus, if your case falls within the center's jurisdiction. You can find more information on the website  forbrug.dk . However, you must always contact us to find a solution before you can go to the Center for Complaints Resolution.

If you are a consumer residing in another EU country, you can complain to the EU Commission's online complaint platform:  http://ec.europa.eu/consumers/odr/ , remember to provide our email address:  info-svoemkbh@kk.dk .

3.6. Change of terms and conditions

The swimming pools of the Municipality of Copenhagen have the right to change the terms and conditions. If we do so, we will send an email informing everyone who has an email address associated with a user account no later than 1 month before the change comes into effect. At the same time, we will publish the changes to the terms and conditions on the website  svoemkbh.kk.dk .

Changes to the terms and conditions due to changes in legislation will come into effect at the latest when the law does so. Users will be informed of the change as soon as possible via email and on the website  svoemkbh.kk.dk .

3.7. Price changes

Prices are politically determined by the Copenhagen City Council and are continuously changed accordingly.

4. Personal data

When you purchase tickets, membership cards or annual passes, Copenhagen Municipality's swimming pools process personal data about you. Read more about this processing and your rights in the privacy policy.

5. Operational stoppage

The staff at the individual swimming pools may announce a stoppage of operations at the swimming pool for safety, health or other reasons. In the event of a stoppage of operations, all guests at the swimming pool must leave the pools and follow the staff's instructions.

In the event of a stoppage of operations, no compensation will be given for lost swimming time, as the stoppage is considered force majeure.

6. Company information

Copenhagen Municipality's swimming pools
Address: Nyropsgade 3, 3rd floor, 1602 Copenhagen V
info@svoemkbh.dk
Cvr.: 64942212