Booking terms and refunds
1. About this policy
This policy applies to tickets purchased through FestivalTools. Please read it alongside the event information, the organiser’s terms and any venue conditions shown before you pay.
FestivalTools provides the booking and ticket-issuing service on behalf of the event organiser. The organiser is responsible for delivering the event. FestivalTools remains responsible for its own services and legal obligations.
Read the event information and any additional organiser conditions provided with your booking. For organiser enquiries where direct contact details have not been supplied, contact hello@festivaltools.co.uk and identify the event. Any additional refund rights offered for a particular event must be shown before purchase. No event-specific term can reduce your statutory rights.
2. Please check before purchasing
Check the event, dates, location, ticket type, quantity, age restrictions, camping or vehicle requirements, and any other important conditions before you pay. The total payable, including any mandatory booking fee, will be displayed before purchase.
3. Change of mind or inability to attend
Tickets are non-refundable and non-exchangeable if you change your mind, make an error when choosing your tickets, or can no longer attend, except where this policy, an expressly agreed booking condition or the law provides otherwise.
Personal circumstances such as illness, work or family commitments, transport difficulties, vehicle breakdown, late arrival or failure to attend do not, by themselves, entitle you to a refund. Choosing to leave early or attend only part of an event does not, by itself, entitle you to a partial refund.
The usual 14-day cooling-off right for online purchases does not apply to tickets for leisure activities taking place on specified dates or during specified periods.
4. Booking fees are non-refundable
The booking fee pays for FestivalTools’ booking service, including processing your booking and issuing your tickets. This service is separate from the delivery of the event and is completed when your booking has been processed and your tickets issued.
Once that service has been completed, the booking fee is non-refundable, including where you cannot attend, the organiser agrees to a discretionary refund, or the event is cancelled, postponed, rescheduled or relocated. An event-ticket refund excludes the booking fee unless the law requires otherwise.
The booking fee is the amount identified as "Booking fee" in your order breakdown. It is not a statement of the card processor's actual charges. If no booking fee was charged to you, no customer booking fee is deducted from your ticket refund. Refunds are based on the ticket amount actually paid, after any discount.
This does not affect any legal entitlement to recover a fee, including where FestivalTools has failed to provide its booking service with reasonable care and skill or has charged a fee incorrectly.
5. Event cancellation
If the event is cancelled in full and does not take place, you will be entitled to a refund of the amount paid for the affected event tickets, subject to the booking-fee provision above. We will explain the refund arrangements using the contact details supplied with your order.
Credit, a replacement event or a replacement date may be offered as an alternative, but you will not be required to accept an alternative instead of a refund to which you are entitled.
If only part of an event is cancelled or not provided, an appropriate partial refund may apply, taking account of the affected services and any legal entitlement.
6. Postponement and rescheduling
If an event is postponed or rescheduled, your tickets will normally remain valid for the replacement date. If you cannot attend the replacement date, you may request a refund of the affected event-ticket amount, subject to the booking-fee provision above.
We will communicate the available options and any reasonable deadline for responding. If no replacement date has been confirmed, we will explain the position and your available refund options. Your statutory rights are not suspended while a replacement date is being arranged.
7. Changes of venue
The organiser may relocate the event where reasonably necessary, including at short notice because of safety concerns, venue availability or circumstances outside its reasonable control.
A move to a reasonably nearby alternative venue will not, by itself, entitle you to a refund where the event remains substantially as advertised and the replacement venue provides broadly equivalent facilities, accessibility and any camping included in your booking.
We will notify affected customers as soon as reasonably practicable, providing the replacement venue’s location and relevant arrival information.
If a relocation materially changes the event or significantly affects access to the services included in your booking, any applicable refund rights will remain available. Your statutory rights are unaffected.
8. Programme changes and weather
Artists, running orders, activities and timings may change where reasonably necessary. Minor timetable adjustments, individual artist substitutions and ordinary changes to a multi-artist festival programme will not normally entitle you to a refund by themselves.
If a change makes the event substantially different from what was advertised when you booked, you may be entitled to a refund or other remedy. This will be assessed reasonably in light of what was promised and the significance of the change.
Poor weather does not, by itself, entitle you to a refund if the event goes ahead substantially as agreed. If weather causes cancellation or a substantial reduction in the event or its included services, the relevant cancellation and legal refund rights apply. The same approach applies where disruption arises from circumstances outside the organiser’s control.
9. Booking and payment errors
Contact us promptly if you believe a technical error has caused a duplicate payment, an incorrect charge or an incorrect ticket to be issued. We will investigate and correct confirmed errors. Any fee charged incorrectly or for a booking service that was not provided will be dealt with in accordance with your legal rights.
An additional booking that you intentionally made, or selecting the wrong ticket yourself, is not automatically a technical error. We will consider any applicable legal rights and any discretionary assistance available.
10. Exchanges, transfers and resale
There is no general right to exchange a ticket or transfer it to another event. Exchanges, name changes, transfers and resale are permitted only where the event’s terms or written organiser approval allow them. Contact us before transferring or advertising a ticket if the permitted arrangements are unclear.
Do not publicly share ticket QR codes or barcodes. Permission to transfer a ticket does not create a right to a refund. Where a refund is payable, it will normally be handled with the original purchaser and returned to the original payment method.
Sending the individual tickets in a group booking to the people attending with you is not a resale or a change to the purchaser's contract. Each ticket may be used only as permitted by its admission conditions.
11. Exceptional requests
An authorised organiser representative may agree to a discretionary refund outside this policy, but is not obliged to do so. Any exception must be confirmed in writing. Submitting a request or receiving an acknowledgement does not mean a refund has been approved.
Organiser approval applies to discretionary exceptions. It does not remove, condition or delay any refund obligation imposed by law. FestivalTools will assess issues concerning its own booking service separately from organiser decisions.
12. Requesting a refund or raising a concern
Email hello@festivaltools.co.uk with your order number, the email address used for the booking, the affected event and tickets, and a short explanation. Contact us promptly, particularly before using tickets affected by a rescheduling or significant change.
Do not send full payment-card details, passwords or ticket QR codes. We will request any further information reasonably needed to assess your request. You do not need to provide sensitive documents unless they are relevant and specifically requested through an appropriate channel.
Where a reasonable claim deadline applies, we will communicate it clearly and give a fair opportunity to respond. Our processes and deadlines do not override your statutory rights.
13. Refund processing
We will tell you the decision, the amount to be refunded and the treatment of any booking fee. Once a refund is due, it will be processed without undue delay and within any applicable legal time limit. Bank or payment-provider processing may affect when it appears in your account.
Refunds will normally use the original payment method. Refunded tickets will be cancelled and cannot be used for admission. An appropriate partial refund will cancel or adjust the affected entitlement only. We will not issue the same refund twice where payment has already been recovered through another route.
14. Other purchases
This policy’s dated-ticket cooling-off exclusion does not automatically apply to merchandise, undated vouchers, separate digital products or other purchases. The applicable terms and any cancellation rights for those purchases will be provided separately. Any package subject to specific travel legislation must have appropriate separate terms.
15. Your legal rights and complaints
Nothing in this policy excludes or restricts your rights under applicable consumer law or excuses FestivalTools or the organiser from their own legal obligations.
If you disagree with a decision, email hello@festivaltools.co.uk with your order number and the reasons you would like it reviewed. We will explain the outcome and any further complaint-resolution options that apply.