Question 1

Where can I find my ticket?

Accepted Answer

You can find your ticket in the "Tickets" section of the Fever app, available from the Apple App Store or Google Play. Please log in with the same method used to make the purchase. You will also find your QR code in your purchase confirmation email.

Question 2

Can I transfer my tickets to another person?

Accepted Answer

Yes, you can transfer your tickets to anyone for free by clicking "Transfer Tickets" on your ticket in the Fever app. Contact us at https://fever.zendesk.com/hc/en-us/requests/new if you need additional help, and include your ticket order number.

Question 3

Can I change the date or time of my ticket?

Accepted Answer

You can change the date of your ticket up to 24 hours in advance. Contact us at https://fever.zendesk.com/hc/en-us/requests/new and provide the ticket ID associated with your purchase, found in your confirmation email or in the Fever app. Alternatively, check whether the exchange option is available in the Tickets section of the Fever app. If the "Exchange date and/or time" button appears, tap it and follow the instructions. Standard tickets are not refundable. For more details, consult https://feverup.com/legal/terms_en.html.

Question 4

What is a Flexible Cancellation Ticket?

Accepted Answer

A Flexible Cancellation ticket allows you to ask for a refund or exchange your ticket in case you decide not to attend the experience.

Question 5

When can I return my Flexible Cancellation ticket?

Accepted Answer

You can request cancellation up to 48 hours before the experience starts. The ticket becomes non-refundable if it is transferred to another user.

Question 6

What documents do I need to cancel my ticket?

Accepted Answer

No documentation is needed.

Question 7

How long does a refund take and how will I receive it?

Accepted Answer

For purchases by credit card or PayPal, the refund may take 10 or more days to appear on your statement. For purchases made with a voucher, you will receive a new voucher in the app.

Question 8

Will I get a full refund?

Accepted Answer

Yes, except for the 10% Flexible Cancellation fee.

Question 9

If I opt for an exchange, when will I receive the new ticket?

Accepted Answer

A voucher for the same value is issued immediately and can be used on the same experience.

Question 10

How do I request my refund?

Accepted Answer

Request your refund at https://fever.zendesk.com/hc/en-us/requests/new?ticket_form_id=360001032452.

Question 11

Can I get a refund of my ticket?

Accepted Answer

Standard tickets are not refundable. Consult the Terms & Conditions at https://feverup.com/legal/terms_en.html. A Flexible Cancellation add-on is available for purchase and offers an alternative policy; see https://support.feverup.com/hc/en-us/sections/46376820606100-Flexible-Cancellation-Applicable-in-selected-events.

Question 12

What is Candlelight Photo and how does it work?

Accepted Answer

Candlelight Photo is an optional personalised photo session in a designated area, with a single instant print in a Polaroid style. Photos can be purchased at the venue if not sold out; guests who buy the photo opportunity online with their concert tickets have priority. On-site purchases accept credit cards only, with no cash. Your photo is taken before the event, and the photo experience ends 10 minutes before the concert. Arrive at least 30 minutes before the concert to allow time for your photo. You can select your preferred photo before it is printed. Staff print it during the concert, and you can collect it at the exit. Collect it before leaving, as photos cannot be stored for later; refunds or rescheduling are not possible if you forget it. Venue staff will explain where the photo experience is located once you are inside.

Question 13

What is Candles 3-Pack and what is its collection policy?

Accepted Answer

The package includes three premium electric candles that recreate the warm, flickering glow of Candlelight. All Candles 3-Packs purchased online must be collected at the designated location at the venue at the time of your event. The pack is tied to the specific Candlelight event date and location. Candle add-on items purchased online and picked up on site are non-refundable and non-returnable. All sales are final.

Question 14

What are the different seating zones?

Accepted Answer

The venue is divided into sections based on the quality of the view. Staff assign seats at the entrance on a first-come, first-served basis within the section you selected.

Question 15

Can my friends and I sit together?

Accepted Answer

Yes, you can sit together if you arrive together and all have tickets for the same zone. We recommend arriving early, and we will do our best to seat you together.

Question 16

Is there an age requirement for the event?

Accepted Answer

All guests must be at least 8 years old. Anyone under 16 must be accompanied by an adult.

Question 17

Are tickets available for purchase at the entrance?

Accepted Answer

Tickets are not sold on site; they can only be purchased in the Fever app or on the Fever website.

Question 18

When should I arrive?

Accepted Answer

Doors open 45 minutes before the show. Please arrive early to be seated in your zone. No entry is permitted once the concert starts.

Question 19

Can I have a ticket for a carer?

Accepted Answer

Guests requiring assistance throughout the experience can apply for one free pass for their personal assistant or support worker. Contact https://fever.zendesk.com/hc/en-us/requests/new with proof that you need a carer ticket. You will receive a voucher to purchase a free carer ticket in the Fever app, subject to availability. Show your regular ticket together with the carer ticket at the entrance.

Question 20

Will food and beverages be available on site for purchase?

Accepted Answer

Food and beverages will not be available for purchase at this event.

Question 21

Can I leave the concert room during the performance?

Accepted Answer

Out of respect for the musicians and audience, you may not leave your seat except in an emergency.

Question 22

Are the candles flammable?

Accepted Answer

For the safety of attendees, all candles are flameless.

Question 23

Can I use my phone during the performance?

Accepted Answer

Your phone must remain on silent throughout the performance. Photos and videos can only be taken during the final piece, without flash, as indicated by the musicians.

Question 24

What temperature should I expect at the concert?

Accepted Answer

Candlelight concerts take place in historical venues where temperature control can occasionally be challenging. Temperatures may vary with the season despite efforts to maintain comfort. Dress accordingly to enjoy the experience.

Question 25

What happens if the weather conditions do not allow for the event to take place?

Accepted Answer

If weather conditions affect your experience through a change of location or postponement, you will be notified by email in advance.

Question 26

Can I bring animals? Are service dogs allowed?

Accepted Answer

Pets are not allowed at this location, but service animals are welcome.

Question 27

Is the venue accessible?

Accepted Answer

Yes, the venue is wheelchair accessible.

Question 28

Is there a dress code? What should I wear?

Accepted Answer

There is no dress code. We recommend dressing comfortably, in clothes suited to the season.

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