This is an English translation for your convenience. The German version (AGB) is legally binding.

Awareness Wien – Velvered e.U.
Owner: Dragana Petrović · Linke Wienzeile 36/2, 1060 Vienna, Austria
Company register number FN 654483a · Commercial Court of Vienna · VAT ID ATU80457346 · Member of the Vienna Chamber of Commerce
kontakt@awareness-wien.at · +43 677 638 119 23 · www.awareness-wien.at

Last updated: 21 October 2026

1. Scope

1.1 These General Terms and Conditions (GTC) apply to all contracts between Velvered e.U., owner Dragana Petrović (hereinafter “Awareness Wien”), and its customers (hereinafter “Client”) for the provision of awareness teams, the delivery of training courses, the preparation of awareness concepts and the online course „Awareness Basis“.

1.2 Clients are generally businesses within the meaning of the Austrian Commercial Code (event organisers, clubs, venues, agencies, companies, associations, public institutions). If consumers within the meaning of the Austrian Consumer Protection Act conclude a contract, in particular when registering for open training courses, the provisions in section 12 apply in addition.

1.3 Deviating terms of the Client are only recognised if Awareness Wien has expressly agreed to them in writing. These GTC, in their current version, also apply to future orders without the need for further notice.

2. Services

2.1 Awareness teams: Provision of trained awareness officers for events, including deployment planning, briefing, a team lead as contact person, radio coordination with security and first aid, vests, contact point materials and a confidential final report.

2.2 Training: “Awareness Basis” (3 hours) for bar, door, cloakroom, cash desk and service staff as well as company teams, and “Training as an Awareness Officer” (16 hours, 8 modules) in the scope recommended by the City of Vienna. Both formats are held in-house at the Client’s premises or in the seminar room of Awareness Wien. The basic course is also available as an online course (sections 6.6 to 6.10).

2.3 Awareness concepts: Written concepts for events or venues (responsibilities, team size, rescue chain, contact points, code word system, guest communication, briefing materials, incident log, deletion periods).

2.4 The specific scope of services is set out in the respective written quote. Awareness Wien owes the professional performance of the service to the best of its knowledge, not a specific result, in particular not the official approval of a concept or the absence of incidents at an event.

3. Quotes and conclusion of contract

3.1 Awareness Wien generally responds to enquiries within one working day with an initial assessment or a written quote. Quotes are valid for 14 days from issue unless stated otherwise.

3.2 The contract is concluded upon written acceptance of the quote (email is sufficient) or upon order confirmation by Awareness Wien. Verbal side agreements require written confirmation.

3.3 Requested dates are held without obligation until the Client responds, but for no longer than 7 days. For dates in peak season (December, ball season), Awareness Wien may specify a shorter period.

3.4 Registrations for training courses become binding upon confirmation of registration by Awareness Wien. Participation relates to the registered person; a substitute may be named at any time.

4. Prices and payment

4.1 All prices are in euros. The prices for training courses stated on the website are final prices including the statutory VAT of currently 20%. Awareness teams and awareness concepts are quoted individually. The price of the online course is shown as a final price on the checkout page.

4.2 Invoices are payable within 14 days of the invoice date without deduction. For training courses, the participation fee is invoiced before the course date and must be paid no later than 7 days before the course begins. For awareness teams, invoicing takes place after the assignment; for first orders or orders exceeding EUR 2,000 net, Awareness Wien may request a deposit of 50% when the order is placed.

4.3 In the event of late payment, default interest at the statutory rate will be charged: for businesses, 9.2 percentage points above the base interest rate (§ 456 UGB) plus a lump sum of EUR 40 for collection costs (§ 458 UGB); for consumers, 4% per annum. Any further necessary dunning and collection costs will be reimbursed in accordance with § 1333 ABGB. Awareness Wien is entitled to withhold further services until full payment has been made.

4.4 Assignments and in-house training in the Vienna area are free of travel costs. Outside Vienna, travel costs of EUR 0.50 per kilometre and, by prior agreement, travel time and any accommodation costs will be charged.

4.5 Early-bird and group prices only apply if the respective conditions stated (registration deadline, minimum number of participants) are met.

5. Awareness teams: terms of deployment

5.1 Minimum deployment: A minimum deployment of 5 hours is charged per person deployed, even if the actual deployment is shorter or the event ends earlier.

5.2 Deployment time: The event time agreed in the quote is charged. The briefing before doors open and the short debrief after the end of the event are included in the price. If the event is extended beyond the agreed duration, each started hour is charged at the hourly rates stated in the quote, plus the night surcharge stated in the quote from 10 pm.

5.3 Team size: Awareness Wien proposes the team size on the basis of the Client’s information (number of guests, format, area, duration) and the guidelines of the Vienna Events Act. The decision on the team size commissioned and compliance with official requirements lies with the Client. If the actual circumstances differ significantly from the information provided (for example a significantly higher number of guests), Awareness Wien may adjust the team size or charge for additional staff, if available.

5.4 Delimitation: Awareness officers do not perform security tasks (access control, searches, physical intervention, bans) or provide first aid. They work together with both and hand over in accordance with the agreed rescue chain. Responsibility for safety, order and first aid remains with the event organiser.

5.5 Cooperation of the Client: In good time before the assignment, the Client shall provide: a reachable contact person from the event management, access to the premises before doors open, a protected, quiet place for the contact point with seating, water and electricity, integration into the radio system or a radio channel, the contact details of security and first aid, and relevant documents (site plan, security concept, programme schedule). For assignments of more than 6 hours, a 30-minute break per person must be made possible; breaks are taken in turns within the team.

5.6 Protection of staff: If awareness officers are threatened, attacked or put in situations that endanger their safety, and the Client does not immediately remedy the situation, Awareness Wien may terminate the assignment. In this case, the agreed fee remains payable in full.

5.7 Final report: The Client generally receives a confidential, anonymised final report on the following day. The report does not contain any personal data of affected guests and is intended exclusively for the Client’s internal use.

6. Training courses

6.1 Number of participants: In-house training is offered for groups of 6 to 14 people; other group sizes by arrangement. Open courses take place with 6 or more registered participants. If this number is not reached, Awareness Wien may cancel the course up to 7 days in advance or offer an alternative date; in this case, any fees already paid will be refunded in full.

6.2 In-house training: Unless otherwise agreed, the Client provides a suitable room with seating, a projector or screen and a flipchart.

6.3 Confirmation of participation: Participants of the basic training receive a confirmation of participation. Participants of the 16-hour training receive a confirmation of participation covering 16 units with a description of the content if they have attended at least 14 units and completed the knowledge check. Missed units can be made up in a later course by arrangement. Awareness Wien is a private training provider; the confirmation of participation is not a state-recognised qualification and does not establish any official qualification.

6.4 Materials: Training materials, handouts, glossary and templates are protected by copyright and intended exclusively for the personal use of participants or the internal use of the Client. Passing them on to third parties, reproducing them or using them for one’s own training offers is not permitted without written consent.

6.5 Follow-up support: The 30 days of follow-up support included with the training covers questions by email or phone about the training content, but not assignment support or the preparation of concepts.

6.6 Online course „Awareness Basis“: The online course is offered via the ablefy platform. The contracting party for the purchase is namotto Universal Brands GmbH & Co. KG, Potsdamer Straße 125, 10783 Berlin, Germany, which acts as reseller and processes the payment. For purchase, payment, invoicing and withdrawal, its terms and conditions and withdrawal policy, shown on the checkout page before purchase, apply in addition. Awareness Wien is responsible for the course content.

6.7 Access: After payment, customers receive access by email. Access is valid for 12 months from purchase, is personal and not transferable. Login details may not be shared. The course can only be used in one session at a time.

6.8 Certificate of attendance (online course): After passing the final test (at least 11 of 15 questions answered correctly), the certificate of attendance is sent automatically by email. The final test can be repeated as often as needed. The last sentence of section 6.3 applies accordingly. The online course does not replace the 16-hour training for awareness officers.

6.9 Early start and withdrawal: Before purchase, consumers expressly confirm that access should be activated before the 14-day withdrawal period ends. They acknowledge that they thereby lose their right of withdrawal for digital content. A withdrawal must be addressed to the reseller via the „Withdraw from contract“ link on the ablefy pages.

6.10 Content and use: Texts, graphics, quiz questions and downloads of the online course are protected by copyright; sections 6.4 and 11 apply accordingly. Awareness Wien may update content, for example after changes in the law, while the essential scope of the course is maintained. The course provides basic knowledge and does not replace legal, medical or psychological advice.

7. Cancellation and changes of date by the Client

Cancellations and postponements must be made in writing (email is sufficient). The date of receipt by Awareness Wien is decisive.

7.1 Training courses (per date or per registered person):

up to 14 days before the date: free of charge
13 to 7 days before the date: 50% of the fee
less than 7 days before the date or no-show: 80% of the fee
A substitute can be named at any time at no extra cost. An in-house date can be postponed once free of charge up to 7 days in advance, provided a new date takes place within 3 months.

7.2 Awareness teams (based on the agreed fee, at least the minimum deployment):

up to 21 days before the start of the event: free of charge
20 to 14 days before the start of the event: 30%
13 to 4 days before the start of the event: 50%
less than 4 days (96 hours) before the start of the event or cancellation on the day of the event: 100%
A reduction in team size counts as a cancellation for the persons no longer required. A reduction of the deployment time is free of charge up to 7 days in advance; the minimum deployment of 5 hours per person remains.

7.3 Awareness concepts:

until the first draft is delivered: 50% of the flat fee
after the first draft is delivered: 100% of the flat fee

7.4 Postponement of the event: If an event is postponed, the cancellation scale does not apply if Awareness Wien can take on the new date and it falls within 6 months. If Awareness Wien cannot take on the new date, the postponement counts as a cancellation.

7.5 Force majeure: If the event becomes impossible due to an official order, severe weather or comparable circumstances for which neither party is responsible, no cancellation fee is charged. Planning services already provided and costs demonstrably incurred will be invoiced.

8. Cancellation or non-performance by Awareness Wien

8.1 If a scheduled person drops out at short notice (illness, accident), Awareness Wien will provide an equivalent replacement where possible. If this is not possible, the fee is reduced proportionally.

8.2 If Awareness Wien is unable to provide a service for reasons for which it is responsible, payments already made will be refunded. Further claims, in particular compensation for consequential damage or loss of profit, are excluded unless there is intent or gross negligence.

9. Liability

9.1 Awareness Wien is only liable for damage in the event of intent or gross negligence. Liability for slight negligence, consequential damage, loss of profit and pure financial loss is excluded towards businesses. Towards consumers, this exclusion does not apply to personal injury.

9.2 Awareness Wien is not liable for the conduct of guests, third parties or the Client’s staff, nor for incidents that occur despite the professional performance of the service. Responsibility for compliance with the Vienna Events Act and other official requirements lies with the event organiser.

9.3 Towards businesses, liability is limited in amount to the value of the respective order. Claims for damages by businesses must be asserted in court within six months of becoming aware of the damage and the party causing it.

10. Confidentiality and data protection

10.1 Both parties shall treat all information obtained in the course of the cooperation, in particular security concepts, site plans, internal processes and incidents, as strictly confidential. Awareness Wien does not discuss incidents with anyone other than the Client; exceptions are legal obligations and danger to life and limb.

10.2 Incident logs are kept in anonymised form. Final reports and logs are deleted 12 months after the assignment, unless statutory retention obligations or another written agreement stand in the way.

10.3 Personal data of Clients and participants is processed exclusively for the purpose of processing the contract. Further details can be found in our Privacy Policy.

10.4 After completion of the order, Awareness Wien may name the Client as a reference with name and logo, unless the Client objects in writing. Content, incidents and details of the assignment are never disclosed.

11. Copyright and rights of use

11.1 Awareness concepts, training materials, templates and texts remain the intellectual property of Awareness Wien. Upon full payment, the Client receives the non-transferable right to use the concept for the agreed event or venue, including submission to authorities and partners.

11.2 Passing it on to third parties, using it for other events or venues and editing it without the consent of Awareness Wien are not permitted unless otherwise agreed.

12. Special provisions for consumers

12.1 Consumers who conclude a contract at a distance or off premises (for example via the website, by email or by phone) may withdraw from the contract within 14 days of its conclusion without giving reasons, pursuant to § 11 of the Austrian Distance and Off-Premises Contracts Act (FAGG). Sending the notice of withdrawal in good time is sufficient to meet the deadline. The notice of withdrawal must be sent to Velvered e.U., Linke Wienzeile 36/2, 1060 Vienna, or to kontakt@awareness-wien.at. The model withdrawal form is available at www.awareness-wien.at/ruecktritt.

12.2 If the training begins before the end of the withdrawal period at the express request of the consumer, the portion attributable to the service already provided must be paid in the event of withdrawal (§ 16 FAGG). If Awareness Wien has fully provided the service and the consumer has previously expressly confirmed that they agree to the early start and thereby lose their right of withdrawal, the right of withdrawal expires (§ 18(1)(1) FAGG).

12.3 For consumers, the cancellation conditions in section 7.1 only apply after the statutory withdrawal period has expired. The limitations of liability in section 9 only apply to consumers insofar as they are compatible with the Austrian Consumer Protection Act.

12.4 For the online course, section 6.9 and the reseller’s withdrawal policy apply to withdrawal. Sections 12.1 and 12.2 do not apply to the online course.

13. Final provisions

13.1 Austrian law applies, excluding the conflict-of-law rules of private international law and the UN Convention on Contracts for the International Sale of Goods.

13.2 The place of jurisdiction for disputes with businesses is the competent court in Vienna. For consumers, the statutory places of jurisdiction apply.

13.3 Dispute resolution for consumers: Awareness Wien is neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board. The European Commission’s online dispute resolution platform is available at https://ec.europa.eu/consumers/odr.

13.4 Should individual provisions of these GTC be or become invalid, the validity of the remaining provisions shall remain unaffected. The invalid provision shall be replaced by a provision that comes closest to its economic purpose.

13.5 Amendments and additions to these GTC must be made in writing. This also applies to any waiver of the written form requirement.

13.6 These GTC are also available in German. In the event of any discrepancies between the German and the English version, the German version shall prevail.

Terms and Conditions.