I DIDN’T GET MY TICKET EMAIL!
If you haven’t received your eTicket email after 2 hours of successfully booking then it could be one of the following problems:
- the email has gone into your spam/junk folder
- you gave us an incorrect email address
- your business email IT system is blocking the emails
- your email account is full
- you accidentally deleted it or it’s buried under lots of emails
After you’ve considered the above points then you will need to request a resend of your ticket email. Simply contact us using the link at the bottom of this page, stating as many accurate details as possible as we will use these to find your booking.
We usually resend emails within 48 hours of a request. If you’ve left it as late as the festival day, please see below.
IT’S FESTIVAL DAY AND I DON’T HAVE MY TICKETS!
If it’s the festival day and you don’t have your tickets then a ‘last ditch’ lifeline is available at the festival door. We may be able to check you in manually (without the barcodes on your tickets) if we can find your booking on the system. Please don’t be surprised if we ask you security questions, such as the last 4 digits of the card you paid with, so that we know we have the correct booking and you are who you say you are. Everyone who you are holding tickets for should be present if you do this.
HOW ARE ONLINE TICKETS DELIVERED?
When you make an online booking from our website we will email your tickets to you for free. We call our specially designed ticket emails ‘eTickets’.
Your eTicket email will provide you with a special link to download an eTicket PDF file which will contain a single A4 ticket page for every ticket you have bought. We like you to print out the A4 tickets and give them to each person, so that they can enter the festival easily and at different times. If you can’t print out your tickets then you can still enter the festival if you show the eTickets on your phone, ensuring everyone who has a ticket on your phone is with you when you enter.
Once you receive your eTicket email it is your responsibility to keep it safe. If you download the eTicket PDF to your computer or device, please ensure it cannot be copied or stolen. If you print out the A4 tickets, please ensure you do not loose them.
An eTicket barcode can only be scanned once to permit entry. If the eTicket has been duplicated then any subsequent barcode scans will not allow entry as we will only deem the original scan and entry as genuine.
We are usually able to track whether you have received and read the eTicket email and download the eTicket PDF - so no telling us porkies that you have never received them!
CAN I SELL MY TICKETS?
As per the terms agreed when a booking is made, tickets should not be resold or attempted to be resold and doing so is grounds for ticket cancellation, without refund or compensation.
CAN I HAVE A REFUND?
If you’ve booked in error you must contact us within 14 days of the booking to ask for a cancellation. However, if your booking was made within 14 days of the festival date we aren’t able to offer a cancellation.
We cannot part-cancel or part-refund bookings. If you’ve already received your tickets they will become invalid once the booking is cancelled.
Refunds usually take between 2-4 working days to appear in your card issuing bank.
Bookings can never be refunded after or during the festival.
DO CHILDREN NEED TICKETS?
Children 0-9yrs do not need a ticket to enter the festival and will be given an access wristband when they enter for the first time. They must be accompanied by a paid adult at all times, maximum of two children per adult.
Children 10-17yrs need a ticket to enter. Under 16yrs can only enter the festival if accompanied by a paid adult (18+ yrs). 16 -17yrs must show proof of age if entering the festival alone, or otherwise must enter with a paid adult.
WHAT WILL BE THERE?
A stage, audience and bar area. An outside secure fenced area, food traders and toilets.
Smoking/vaping is NOT allowed inside the house at any time, but is permitted in the secure fenced area. This will be monitored by security and staff at all times.
ARE THERE CLEAN TOILETS?
We make a big effort to provide you with clean toilets at the festival. VIP ticket holders will have access to the toilets in the house. We always have disabled toilets too. The toilets are outside in the main carpark.
HOW DO WE ENTER THE FESTIVAL?
If you have printed each ticket you have purchased on to A4 paper then simply give each person their own ticket so that they can enter the festival with ease, especially if there are queues. We will scan the barcode on the paper ticket and if it is accepted you will then proceed to security for searches.
If your tickets (or eTicket email) are held on your phone then we will need to scan each barcode off your phone screen. Everyone who has their ticket stored on your phone will need to be with you.
There will be both male and female security staff carrying out appropriate searches. Everybody attending the festival has to be searched and anybody refusing a search will not be allowed entry. Once you have cleared security you will be given a wristband to wear for the duration of the festival.
If you have an adult ticket and can’t prove your age if asked, you will not be able to buy alcoholic drinks at the bar.
CAN WE LEAVE AND COME BACK IN?
Yes, you can. When you enter the festival for the first time we will scan your ticket and provide you with a wristband to wear for the duration of the festival. Simply show your wristband to leave and re-enter the festival whenever you like, within reason.
Please note that we won’t allow drinks to be taken outside of the festival entrance and every time you re-enter the festival you will have to go through the search process with security.
IS IT SAFE?
We provide a safe and secure environment at the festival and our zero tolerance approach is backed up by an experienced and professional security team. However, it is still the responsibility of parents to maintain the the welfare of their children and we expect under 16 year olds to be accompanied an adult at all times.
We also provide a dedicated medical tent that is staffed by trained first-aiders.
CAN WE CAMP?
We provide a secure camping area for tents and camper vans. This area is only open to guests who have purchased a VIP ticket.
IS THERE CAR PARKING?
On site disabled car access is available from 3.30pm - 3.30pm. After 5pm blue badge holders are free to drop people off at the gates and park in the public car park.
Parking for public available at town centre car parks. Castle Lane is the promoted car park for the public. The public are responsible for any parking charges applicable.
CAN I BRING MY OWN FOOD & DRINK?
On first entry you are allowed to bring in one sealed bottle of water, maximum 500ml. Other than that, no food or drink can be brought into the festival and security will search you and check bags every time you enter through the festival entrance.
WHAT DRINKS ARE AVAILABLE?
We have well stocked licensed bars that sell both alcohol and soft drinks. Alcoholic drinks are chilled - we really look after your drinks as they are such an important part of your experience.
CAN I BRING CHAIRS, TABLES OR BLANKETS?
You are welcome to bring your own chairs and rugs for use in the outside area. However, for saftey reasons, chairs or rugs are not allowed near the stage.
If you don't see an answer to your query above, please contact us.