Question 1

Where can I find my ticket?

Accepted Answer

You can find your ticket in the “Tickets” section of the Fever app (you can download it from the Apple App Store or Google Play). Please remember to log in with the same login 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. It is as easy as tapping “Transfer Tickets” on your ticket in the Fever app. Please contact us if you need additional help, and make sure to 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. To do so, please contact us and provide the ticket ID associated with your purchase (the unique code you received when you purchased your ticket, found in your confirmation email or in the Fever app). Alternatively, check if the exchange option is available in the “Tickets” section of the Fever app: if so, the “Exchange date and/or time” button will appear. Simply tap it and follow the on-screen instructions to complete the change. Please note that refunds are not available under any circumstances. For more details, see our Terms & Conditions.

Question 4

Can I get a refund of my ticket?

Accepted Answer

No refunds are permitted under any circumstances. For more information, see our Terms & Conditions. A Flexible Cancellation add-on is available for purchase, which offers an alternative policy.

Question 5

What if I purchased a Flexible Cancellation ticket, can I get a refund then?

Accepted Answer

You can cancel your Flexible Cancellation ticket if you request it up to 48 hours before the experience starts. You will just need to contact us. Please note that the ticket becomes non-refundable if it is transferred to another user.

Question 6

What is “Candlelight Photo”?

Accepted Answer

This package provides a one-of-a-kind photo experience, available exclusively to guests who purchase it. You'll enjoy a personalized photo session in our specially designated area and, as a keepsake, you'll receive a single instant print in a charming Polaroid style.

Question 7

Can I buy “Candlelight Photo” photos at the venue?

Accepted Answer

Photos can be purchased at the venue, provided we haven't reached the sold-out threshold. Guests who purchase the photo experience on the website together with their concert tickets have priority over on-site purchases. On-site purchases are by credit card only: no cash is accepted.

Question 8

When is my picture taken?

Accepted Answer

Your photo will be taken before the event, and the photo experience ends 10 minutes before the concert starts. Please arrive at least 30 minutes before the concert begins to allow us enough time to take your photo.

Question 9

When do I get my results?

Accepted Answer

You can select your preferred photo before it is printed. Our staff will print it during the concert, and you can collect it at the exit. Please make sure to pick up your photo before leaving, as we cannot store it for later. If you forget to collect your photo and leave the venue, refunds or rescheduling will not be possible.

Question 10

Where do I have to go to have my picture taken?

Accepted Answer

The venue staff will explain the photo experience once you are inside the venue where it takes place. Please don't hesitate to approach any of our staff members if you have any questions.

Question 11

What is “Candles 3-Pack”?

Accepted Answer

The package includes 3 premium electric candles that recreate the warm, flickering glow of a real candle.

Question 12

What is the policy for Candle 3-Packs purchased online?

Accepted Answer

All Candle 3-Packs purchased online must be collected at the designated location at the venue at the time of your event. As the Candle 3-Pack is tied to the specific Candlelight event date and location, all Candle add-on items purchased online and picked up on site are non-refundable and non-returnable. All sales are final.

Question 13

What are the different seating zones?

Accepted Answer

The venue is divided into different sections based on the quality of the view. Our staff will assign your seat at the entrance, on a first-come, first-served basis and according to the section you selected.

Question 14

Can my friends and I sit together?

Accepted Answer

Yes, you can sit with your friends as long as 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 15

Is there an age requirement for the event?

Accepted Answer

All guests must be 8 years old or older to attend. Anyone under the age of 16 must be accompanied by an adult.

Question 16

Are tickets available for purchase at the entrance?

Accepted Answer

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

Question 17

When should I arrive?

Accepted Answer

Please arrive at least 30 minutes early to be seated in your assigned zone. Doors close 5 minutes before the start. Late arrivals will not be permitted, out of respect for the performers and other guests.

Question 18

Can I have a ticket for a carer?

Accepted Answer

Guests requiring assistance throughout this experience are entitled to apply for one free pass for their personal assistant or support worker. Please contact us and we will provide you with a voucher that you can use to get your free carer ticket in the Fever app (subject to availability).

Question 19

Will food and beverages be available on site for purchase?

Accepted Answer

Unfortunately, there will not be food or beverages for purchase at this event.

Question 20

Can I leave the concert room during the performance?

Accepted Answer

Out of respect for the musicians and the audience, you will not be able to leave your seat except in the case of an emergency.

Question 21

Are the candles flammable?

Accepted Answer

For the safety of attendees, all candles are flameless.

Question 22

Can I use my phone during the performance?

Accepted Answer

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

Question 23

What temperature should I expect at the concert?

Accepted Answer

Candlelight concerts are held in beautiful historic venues, where temperature control can occasionally be a challenge. We do our utmost to keep you comfortable, but temperatures may vary depending on the season. We suggest dressing accordingly to fully enjoy the experience.

Question 24

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

Accepted Answer

If the weather conditions affect your experience in any way (change of location or postponement), rest assured that we will notify you by email in advance.

Question 25

Can I bring animals? Are service dogs allowed?

Accepted Answer

Unfortunately, no pets are allowed at this event's location, though we do welcome service animals.

Question 26

Is the venue accessible?

Accepted Answer

Unfortunately, this event is not being held in an accessible venue.

Question 27

Is there parking available?

Accepted Answer

There will be parking available. We recommend arriving early to secure a spot in the parking lot or elsewhere nearby.

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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