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 clicking "Transfer Tickets" on your ticket in the Fever App. Please contact us if you need additional help. 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 (this is the unique code you received when you purchased your ticket, found in your confirmation email or in the Fever app - What is the ticket ID?).Alternatively, you can 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, consult our Terms & Conditions.

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. Your 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, refunds may take 10 or more days to appear on your statement. If you purchased with a voucher, you will receive a new voucher in the Fever 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 any circumstances. For more information, you can consult our Terms & Conditions. A Flexible Cancellation add-on is available for purchase, which offers an alternative policy. See more information here.

Question 12

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 Photos can be purchased at the venue, provided we haven't reached the sold-out threshold. Customers who purchase the photo opportunity via the website when they purchase their concert tickets enjoy priority over those who make on-site purchases. On-site purchases are limited to credit card transactions only – no cash will be accepted. Your photo will be taken prior to the event, and the photo experience will conclude 10 minutes before the concert starts. Please ensure you arrive at least 30 minutes prior to the beginning of the concert to allow us sufficient time to take your photo. 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. The venue staff will provide explanations about the photo experience once you are inside the venue where it is located. Please do not hesitate to approach any of our staff members if you have any questions.

Question 13

What is “Candles 3-Pack”?

Accepted Answer

The package includes 3 premium electric candles that perfectly recreate the warm, flickering glow of Candlelight. All Candle 3-Pack 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, picked up onsite 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 different sections based on the quality of the view.Seats will be assigned to you at the entrance with the help of our staff. Distribution will be done on a first-come, first-served basis and according to the section you selected.

Question 15

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 16

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 17

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 18

When should I arrive?

Accepted Answer

Doors open 45 minutes before the show. No entry is permitted once it starts.

Question 19

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/support worker. Please contact us here with proof of needing a carer ticket.Once we receive this, we will provide you with a voucher that you can use to purchase your free carer ticket in the Fever app (based in availability).Please keep in mind that you will have to show the regular ticket with this carer ticket when entering the venue.

Question 20

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 21

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 22

Are the candles flammable?

Accepted Answer

Please note that, for the security of attendees, all candles will be flameless.

Question 23

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 24

What temperature should I expect at the concert?

Accepted Answer

Candlelight concerts are held in beautiful historical venues, where temperature control can occasionally be a challenge. We do our utmost to maintain comfort, but temperatures may fluctuate depending on the season. We suggest dressing accordingly to fully enjoy the experience.

Question 25

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 / postponement), please rest assured that we will notify you by email in advance.

Question 26

Can I bring animals? Are service dogs allowed?

Accepted Answer

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

Question 27

Is the venue accessible?

Accepted Answer

Yes, the event is being held in an accessible venue.

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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