Question 1

Where can I find my ticket?

Accepted Answer

You can find your ticket in the Tickets section of the Fever app. 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. Click Transfer Tickets on your ticket in the Fever app. Please contact us if you need additional help, including 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. Please contact us and provide the ticket ID associated with your purchase, found in your confirmation email or in the Fever app. Alternatively, check whether the Exchange date and/or time button is available in the Tickets section of the app and follow the instructions. Refunds are not available under the standard ticket policy. Please consult the Terms & Conditions for more details.

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 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 credit card or PayPal purchases, the refund can take 10 or more days to appear on your statement. If you purchased 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 is issued immediately for the same value, usable on the same experience.

Question 10

How do I request my refund?

Accepted Answer

Submit your request 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

No refunds are permitted under the standard ticket policy. For more information, consult the Terms & Conditions. A Flexible Cancellation add-on is available for purchase and offers an alternative policy.

Question 12

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. Please contact us. The ticket becomes non-refundable if it is transferred to another user.

Question 13

What is “Candlelight Photo”?

Accepted Answer

This package provides a personalised photo session in a specially designated area and a single instant print in a Polaroid style, exclusively for guests who purchase it.

Question 14

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

Accepted Answer

Photos can be purchased at the venue if they have not sold out. Guests who purchase the photo opportunity online with their concert tickets have priority. On-site purchases are by credit card only; cash is not accepted.

Question 15

When is my picture taken?

Accepted Answer

Your photo is taken before the event, and the photo experience concludes 10 minutes before the concert starts. Please arrive at least 30 minutes before the concert to allow sufficient time.

Question 16

When do I get my results?

Accepted Answer

You can select your preferred photo before it is printed. Staff will print it during the concert and you can collect it at the exit. Please collect it before leaving, as it cannot be stored for later. If you leave without collecting it, refunds or rescheduling are not possible.

Question 17

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

Accepted Answer

Venue staff will explain where the photo experience is located once you are inside. Please ask a staff member if you have any questions.

Question 18

What is “Candles 3-Pack”?

Accepted Answer

The package includes 3 premium electric candles that recreate the warm, flickering glow of the candles at Candlelight.

Question 19

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

Accepted Answer

Candle 3-Packs purchased online must be collected at the designated location at the venue at the time of your event. They are tied to that 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 20

What are the different seating zones?

Accepted Answer

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

Question 21

Can my friends and I sit together?

Accepted Answer

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

Question 22

Is there an age requirement for the event?

Accepted Answer

All guests must be 8 years old or older. Anyone under 16 must be accompanied by an adult.

Question 23

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 24

When should I arrive?

Accepted Answer

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

Question 25

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. Please contact us with proof of needing a carer ticket. You will receive a voucher to purchase your free carer ticket in the Fever app, subject to availability. Show your regular ticket together with the carer ticket at the entrance.

Question 26

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 27

Can I leave the concert room during the performance?

Accepted Answer

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

Question 28

Are the candles flammable?

Accepted Answer

For the safety of attendees, all candles are flameless.

Question 29

Can I use my phone during the performance?

Accepted Answer

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

Question 30

What temperature should I expect at the concert?

Accepted Answer

Candlelight concerts take place in historical venues where temperature control can sometimes be a challenge. Temperatures may fluctuate with the season. We suggest dressing accordingly.

Question 31

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

Accepted Answer

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

Question 32

Can I bring animals? Are service dogs allowed?

Accepted Answer

Pets are not allowed, but service animals are welcome.

Question 33

Is the venue accessible?

Accepted Answer

Yes, the event takes place in a wheelchair-accessible venue.

Question 34

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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