Terms and Conditions

General Terms and Conditions of the DDR Museum Berlin GmbH



DDR Museum Berlin GmbH, Karl-Liebknecht-Str. 1, 10178 Berlin

Authorised representatives: Quirin Graf Adelmann v.A., Gordon Freiherr von Godin

Telephone number: +49 30 847 123 7-30
Fax number: +49 30 847 123 7-39
Email: post@ddr-museum.de

Commercial Register: HRB 98188 B Charlottenburg District Court 

VAT Identification Number: DE 245570741


1. Scope of Conditions

The following terms and conditions apply to all contractual relationships established between the DDR Museum Berlin GmbH and its customers.

The customer’s general terms and conditions that deviate from the following regulations are expressly rejected. By placing an order, the customer accepts the current version of the general terms and conditions as being solely applicable to the contractual relationship.

2. Products 

a) Tickets

The DDR Museum Berlin GmbH offers tickets, shop products and vouchers via the museum's ticket office, visitor services and online ticket shop. The purchase of a ticket entitles the holder to one admission to the DDR Museum. The ticket loses its validity upon leaving the DDR Museum. Children are admitted to the DDR Museum free of charge if they are under 6 years of age and accompanied by their parents or at least one adult supervisor.

For tickets booked online, there is a booking limit of max. nine tickets per booking session. A booking of 10 people or more constitutes a group. In this case, a reservation is necessary to receive the reduced group rates.

From the moment the customer receives the ticket, they are liable for the ticket in the event of loss, theft or misuse. No refund will be made by the DDR Museum Berlin GmbH.

b) Shop products

The DDR Museum Berlin GmbH sells products and merchandise in its in-house museum shop and online in the product shop. The right of withdrawal under point 6 applies to the products and merchandise purchased via the shop.

3. Conclusion of Contract 

a) Purchase of tickets via the Internet 

The offer of goods on the website of the DDR Museum Berlin GmbH does not constitute a binding offer by the museum to conclude a purchase contract. The customer is merely invited through the presentation of goods to make an offer by placing an order. The customer has no claim to accept the offer. 

aa) Online ticket purchase 

Online tickets can be purchased via the ticket shop https://tickets.ddr-museum.de/#/tickets. The customer is directed from the homepage to the reservation portal of the DDR Museum Berlin GmbH via the button "Buy tickets" or "Online tickets". After selecting the date, the ticket (day ticket or time slot ticket, depending on availability) and the number of the desired ticket type (adult or reduced), the customer clicks on the "Add to shopping cart" button to access the shopping cart, which displays an overview of the tickets already selected. Before the user reaches the page where they enter their customer data by clicking on the button "Continue as guest", they are asked to select the desired means of payment. Credit cards (VISA, Mastercard, Diners Club, JCB) and PayPal are available. On the "Guest registration" page, the customer enters their personal data (surname, first name, email address, postcode and country). After clicking the button "Continue to payment", the user is taken either to PayPal or to a Computop page in the case of card payment. When paying by credit card, the card number, expiry date, CVC verification number and the name of the card holder are requested. The pay button shows the final purchase price. The purchase is automatically completed after the "Bezahlen" button has been clicked. The loading process should not be interrupted, i.e. the PayPal page as well as the Computop Paygate should not be exited with "exit" or the "X button“.

The order can only be placed if the customer confirms that they have read and accepted the data protection declaration, the general terms and conditions and the cancellation policy and declares that they agree and expressly request that the DDR Museum Berlin GmbH commences with the completion of the ordered service before the end of the cancellation period and that they act in the knowledge that they will thereby lose their right of cancellation.

b) Group tickets and reservations for the conference room

a) In the case that group bookings are completed via telephone with the DDR Museum’s visitor services, the customer confirms the booking by providing their personal details. The contract has not been concluded until the booking confirmation is sent by email or post. It is at this point that the booking becomes binding. The cancellation of individual tickets from the group is not possible. No liability is assumed for the accuracy of the information transmitted by the customer via telephone.

b) Reservations for the conference room become binding through two concurring declarations of intent. The DDR Museum Berlin GmbH is entitled to demand advance payment from the customer. If an advance payment has been requested, the contract only becomes valid after the advance payment amount has been received by the DDR Museum Berlin GmbH.

The DDR Museum Berlin GmbH reserves the right to terminate the rental contract without notice if the agreed advance payment amount is not received within the period stated on the contract. 

Option dates are binding for both contracting parties. The DDR Museum Berlin GmbH reserves the right to rent the reserved room to another party after expiry of the agreed period without requiring any further notice on its part to the customer.

4. Prices and Payment

a) The prices can be found on the current price list or in the product shop under the respective products. The prices quoted include the statutory value-added tax valid at the time of booking. No shipping and packaging costs are incurred for the dispatch of vouchers purchased via the website of the DDR Museum Berlin GmbH or via visitor services.

b) In the case of contracts for catering services or events, invoices are payable on site immediately from or within 14 days of the invoice date without deduction.

c) In the case of telephone bookings, payment shall be made in cash or by credit card directly at the ticket office or by pre-payment and invoice by the customer. When purchasing tickets at the ticket office of the DDR Museum, payment shall be made in cash, by EC card, credit card or with a voucher. When purchasing tickets online, only the payment methods "credit card" (MASTERCARD, VISA, Diners Club, JCB) and "PayPal" displayed to the customer during the order process are accepted.

d) Tickets purchased for a fixed time cannot be exchanged or refunded. Exceptions to this are at the sole discretion of DDR Museum Berlin GmbH. If admission to the museum is refused by the management for unspecified reasons, the purchase price paid will be refunded in return for the ticket.

e) Any commercial resale of tickets to third parties requires the prior consent of the DDR Museum Berlin GmbH. Otherwise, the DDR Museum Berlin GmbH reserves the right to refuse admission and not to refund the ticket. The ticket will then lose its validity.

f) Tickets and vouchers lose their validity after 3 years according to legal regulations. The ticket or voucher holder has no claim to the scope, duration and content of the exhibition at the time of purchase, but only to the extent on the day of admission to the museum. The scope, duration and content of the exhibition are subject to constant change and are at the discretion of the DDR Museum Berlin GmbH.

5. Shipping

Tickets purchased online are made available to the customer as print@home tickets by email. After successful completion of the payment process, the customer receives their ticket in PDF format by email. They can print the ticket out themselves or show it on their mobile phone. Tickets are not sent by post. 

6. Cancellation Policy 

In the case of contracts concluded outside business premises and in the case of distance contracts, the consumer is entitled to a right of cancellation.

According to § 312 g para. 2 no. 9 of the German Civil Code (BGB), the right of cancellation does not apply to contracts for the provision of services in connection with leisure activities if the contract provides the provision for a specific date or period. Accordingly, you do not have a right of cancellation for the sale of tickets for admission to the DDR Museum on a fixed date. Every ticket order is thus binding and payment is obligatory for the services ordered.

Right of cancellation for goods from the product shop of the DDR Museum Berlin GmbH

You have the right to withdraw from the purchase contract within fourteen days without giving any reason.

For service contracts, the cancellation period is fourteen days from the day the contract is concluded. In the case of purchase contracts, the cancellation period begins from the day on which you or a third party named by you, who is not the carrier, has taken possession of the goods.

To exercise your right of cancellation, you must inform us of your decision to withdraw from the contract by means of a clear declaration (e.g. a letter sent by post, fax or email) to:

DDR Museum Berlin GmbH
Karl-Liebknecht-Str. 1
10178 Berlin

Fax number: +49 (30) 847 123 73-9
Email: post@ddr-museum.de

To comply with the cancellation period, it is sufficient that you inform us of your decision to exercise your right of cancellation before the cancellation period expires. 


Result of cancellation

If you withdraw from this contract, we must repay you all payments that we have received from you, including the delivery costs (with the exception of the additional costs resulting from your decision to choose a type of delivery service other than the cheapest standard delivery offered by us), without delay and at the latest within fourteen days from the day on which we received the notification of your cancellation. For this repayment, we will use the same means of payment used for the original transaction, unless expressly agreed otherwise with you. In no case will you be charged for this repayment.

DDR Museum Berlin GmbH may refuse repayment until it has received the goods back or the customer has provided proof that the goods have been returned, whichever occurs first.

The customer must return or hand over the goods to the DDR Museum Berlin GmbH without delay and in any case no later than fourteen days from the day on which the notification of cancellation was received by the DDR Museum Berlin GmbH. The deadline is met if the customer sends the goods before the end of the fourteen-day period. The customer shall bear the direct costs of returning the goods.

The customer shall only be liable for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary for testing their quality, characteristics or function.

If the customer has requested that services begin during the withdrawal period, the customer must pay the DDR Museum a reasonable amount corresponding to the proportion of the services already provided up to the time the customer notifies the DDR Museum of their exercise of the right of contract withdrawal compared to the total scope of the services provided for in the contract.

7. Cancellations

a) Tickets and events 

Cancellation of booked tickets is not possible. If the ticket is not used, it will be forfeited. Tickets that have not been used cannot be taken back or exchanged for a ticket with a different date at the ticket office. This applies in particular to time slot tickets not used due to late arrival at the entrance to the DDR Museum. Please note that each time slot ticket loses its validity a maximum of 10 minutes after the calculated admission time if it has not been redeemed by then.

b) Group bookings for catering services and events

The cancellation by the customer of group bookings in the conference room or event bookings with catering services and events is free of charge up to four weeks before the start of the event at the latest. In the event of cancellation up to 3 weeks before the start of the event, the customer shall be charged 30%, in the event of cancellation up to 2 weeks before the start of the event 50%, and in the event of cancellation up to 1 week before the start of the event 80% of all listed services.

The basis of the calculation is the price and the respective number of persons stated in the contract. The services invoiced to the customer are to be paid to the account of the DDR Museum Berlin GmbH within a period of 14 days.

The customer reserves the right to prove that the DDR Museum Berlin GmbH has not suffered any loss or that the loss is significantly lower. The customer agrees that any deposits already made may be offset by any cancellation fees incurred.

In the event of force majeure (fire, demonstrations, obstructions, etc.), events of a political nature, sectarian nature or sales events where the content of the event has not been communicated to the DDR Museum Berlin GmbH in advance, as well as in the event that the event poses a threat of danger to the DDR Museum Berlin GmbH and/or its employees and/or guests, the DDR Museum Berlin GmbH reserves the right to cancel the order without notice. If the client has been in default of payment to the DDR Museum Berlin GmbH on more than one occasion, the DDR Museum Berlin GmbH has the right to terminate the contract with 5 days' notice or, alternatively, to demand immediate payment in advance for past and future events from the client.

Cancellation of guided tours

Cancellation by the customer is free of charge up to one week before the booked date of the guided tour at the latest. Otherwise, the guided tour fee will be charged in full.

c) Group bookings

A group constitutes 10 or more persons. Individual tickets within a group can be cancelled free of charge at any time, provided that the tickets have not yet been paid for and the minimum number of people in a group is not fallen short of. Cancellations by the customer are free of charge up to one week before the booked date of their stay at the latest. Individual tickets cannot be cancelled for groups that have already paid in advance.

8. Scope of services and obligations for contracts concerning events 

Also applies to catering services provided by partners on the premises of the DDR Museum Berlin GmbH

The premises provided are to be vacated immediately after the agreed end time of the event and returned in the condition in which they were taken over. Otherwise, the DDR Museum Berlin GmbH reserves the right to charge an additional half days’ worth of rent, as well as to charge for any further restoration costs incurred.

The assembly and dismantling of exhibitions and similar events must be carried out by the customer and added to the event time. Storage of event material is not possible. Any deviating arrangements are to be made with the visitor services of the DDR Museum Berlin GmbH and require confirmation. In any case, the DDR Museum Berlin GmbH excludes any liability for any objects or similar brought and stored by the customer, unless the damage is due to a grossly negligent or intentional breach of contract on its part or on the part of its legal representative or vicarious agents.

The customer must inform the DDR Museum Berlin GmbH in writing of the final number of participants and any changes to the scope of services at the latest 72 hours before the start of the event. The number of participants stated at this point is binding and downward deviations can only be taken into account up to 5% free of charge. Any fluctuations in excess of this shall always be at the expense of the customer.

The customer shall be liable for any damage to or loss of facilities or inventory caused during an event. This does not apply if damage or loss results from the area of responsibility of the DDR Museum Berlin GmbH.

Pasting on walls, hammering nails, hooks etc. into walls, ceilings and floors as well as furnishings of the DDR Museum Berlin GmbH is not permitted. Any damage resulting from infringements will be invoiced to the customer by the DDR Museum Berlin GmbH and must be paid by the customer.

The DDR Museum Berlin GmbH charges a corkage fee for the serving of drinks etc. brought in by the customer. Any arrangements to this effect require an explicit agreement and the permission of the DDR Museum Berlin GmbH for the customer to bring their own food or drinks.

Should malfunctions or defects occur in the technical equipment provided by the DDR Museum Berlin GmbH, the latter will take immediate remedial action. This does not entitle the customer to a reduction in the agreed room charge. However, the customer's warranty rights remain unaffected. Insofar as the DDR Museum Berlin GmbH procures technical or other equipment from third parties on behalf of the organizer, it acts on behalf of and for the account of the customer. The customer is liable for the careful handling and proper return of the equipment and indemnifies the DDR Museum Berlin GmbH against all claims by third parties arising from the provision of this equipment. The DDR Museum Berlin GmbH is obligated to inform the customer in good time of any closing days or days of restricted operation.

Any necessary insurance of exhibition or decorative objects brought in is the responsibility of the customer. The DDR Museum Berlin GmbH is liable for such objects in accordance with the principles of gratuitous safekeeping pursuant to § 690 BGB. According to this, the DDR Museum Berlin GmbH is only liable for the care that it takes in its own affairs.

The customer shall procure any official permits and registrations required for the staging of the event at their own expense. In particular, the customer shall be obliged to register with and pay fees to GEMA (the society for musical performing and mechanical reproduction rights) and, in the event that a raffle is held, to register with the competent lottery authorities of the tax office. Damages or similar resulting from any failure to do so on the part of the customer shall be borne in full by the customer.

A change request on the day of the event with regard to the furnishings, equipment and seating can only be complied with if an agreement has been reached on the costs involved. This also applies to the catering offered by our respective partner.

The marked emergency exits may not be obstructed or restricted. The staff of the DDR Museum Berlin GmbH is generally authorized to issue instructions.

Publications of any kind in which the DDR Museum Berlin GmbH is mentioned by name require the prior consent and approval of the DDR Museum Berlin GmbH. If a publication is made without this consent, the DDR Museum Berlin GmbH reserves the right to cancel the event at short notice.

9. Liability/Compensation 

Unless otherwise stipulated below, claims for damage by the customer are excluded. If the customer asserts claim against legal representatives and/or vicarious agents of DDR Museum Berlin GmbH, the above exclusion of liability also applies in favor of these.

Excluded from this are claims for damage due to injury to life, limb or health and claims for damage arising from the breach of essential contractual obligations. Material contractual obligations are those whose fulfilment is necessary to achieve the objective of the contract. Also excluded from the exclusion of liability is liability for damage based on an intentional or grossly negligent breach of duty by the provider, its legal representatives or vicarious agents.

Regulations of the Product Liability Act (ProdHaftG) remain unaffected.

The DDR Museum Berlin GmbH expressly advices that all parents pay particular attention to their children.

10. Warranty/Guarantee 

The statutory rights of liability for defects apply. No guarantee is given by the DDR Museum Berlin GmbH.

11. Access Restrictions

For the safety of all visitors, the DDR Museum GmbH carries out spot checks on people and bag searches. The DDR Museum Berlin GmbH asks for your understanding that all items listed below may not be taken into the DDR Museum, in particular food, open beverage cups or glasses with liquids. The posted visitor regulations apply. Acceptance of the general terms and conditions also implies simultaneous acceptance of the visitor regulations (https://www.ddr-museum.de/visitorregulation).

A claim for return or compensation is expressly excluded.

Access to the DDR Museum is prohibited by:

- food of any kind

- open drinks of any kind

- animals of any kind (with the exception of assistance dogs, proof of which must be provided)

- skateboards, scooters, bicycles, inline skates, large suitcases, trolleys, backpacks, etc.

- Weapons and dangerous substances (e.g. pressurized gas containers, glass bottles, fireworks etc.)

For security reasons, all visitors to the DDR Museum must declare their consent to a possible personal and bag check in the entrance to the museum. If the visitor refuses the check, the DDR Museum Berlin GmbH can refuse access to the museum. In this case, the admission ticket will be forfeited without entitlement to a refund.

Smoking is strictly prohibited throughout the museum. Children under 14 years of age may only enter the museum if accompanied by at least one adult.

The admission ticket must be kept for the entire duration of the visit and presented to the staff of the DDR Museum Berlin GmbH or the security staff on request. It is also required to leave the museum. Persons who do not have a ticket will be asked to leave the museum. The DDR Museum Berlin GmbH reserves the right to evacuate and close the museum at any time and without prior notice in the event of imminent danger or for security reasons. In this case, tickets already purchased will be refunded. Reimbursement of any travel expenses or similar is expressly excluded.

Regular and special closing times for renovations or similar can be found on the homepage https://www.ddr-museum.de/en.

12. Further consumer information concerning distance selling contracts

Customers can find the essential characteristics of the goods or services offered as well as the period of validity of limited offers in the individual product descriptions.

The DDR Museum Berlin GmbH reserves the right to change the product range and the offer prices of the current range at any time. Any input errors when placing the order can be identified during the final confirmation before checkout and corrected at any time using the delete and change function before completing the order.

The DDR Museum Berlin GmbH is not subject to any special codes of conduct. The languages available for concluding contracts in the online shop are exclusively German and English. The languages available in the online ticket shop are German, English, French and Spanish.

13. Data protection

The DDR Museum Berlin GmbH processes personal customer data in compliance with the data protection regulations applicable to the contract. The data is collected, processed and used in an automated procedure to the extent required for the contractual relationship. The customer allows the DDR Museum Berlin GmbH to pass on this data to third parties commissioned with the implementation of the contract, insofar as this is necessary for the fulfillment of the contracts concluded and, in particular, to store all necessary data about the visitor and the visit in accordance with the legal data protection regulations.

14. Assignment and pledge ban

The assignment or pledging of claims or rights to which the customer is entitled vis-à-vis the DDR Museum Berlin GmbH is excluded without the consent of the DDR Museum Berlin GmbH, unless the customer can prove a justified interest in the assignment or pledging. This does not apply if the customer is a consumer.

15. Place of jurisdiction/choice of law

The place of jurisdiction for all disputes arising from the contractual relationship between the customer and the DDR Museum Berlin GmbH is the registered office of the DDR Museum Berlin GmbH, unless the customer is a consumer. The applicable law is that of the Federal Republic of Germany. The mandatory consumer protection regulations of the country in which the customer habitually resides are excluded from the choice of law. The UN Convention on Contracts for the International Sale of Goods shall not apply.

16. Place of performance

Insofar as the customer is an entrepreneur, the place of performance for all disputes arising from this contract for both contracting parties is Berlin/Germany. 

17. Information on extrajudicial online dispute resolution (so-called PC platforms)

The online platform of the EU Commission, which serves as a contact point for the out-of-court online settlement of disputes concerning obligations arising from contracts concluded online, can be accessed via the following link:


Our email address is: post@ddr-museum.de

Notice according to § 36 of the Consumer Dispute Settlement Act (VSBG):

The DDR Museum Berlin GmbH is not legally obliged or willing to participate in dispute resolution proceedings before a consumer arbitration board.


As of: August 2023