Booking support

Tickets are non-refundable if you change your mind or can no longer attend, including because of illness, work, family commitments or transport difficulties. Refunds are available only in the circumstances explained in our Cancellation and Refund Policy, under any additional rights agreed when you booked, or where required by law.

The usual 14-day cooling-off right does not apply to tickets for leisure activities taking place on specified dates or during specified periods. Different rules may apply to other products sold through the platform.

Once your booking has been processed and your tickets issued, the booking fee is non-refundable. It pays for FestivalTools’ completed booking service and is retained even if the event is cancelled, rescheduled or relocated, or the organiser agrees to refund your ticket. This is subject to any legal entitlement to recover the fee, including where it was charged incorrectly or our booking service was not provided with reasonable care and skill.

If the event is cancelled in full and does not take place, you will be entitled to a refund of the affected event-ticket amount. The completed booking-service fee is excluded except where the law requires otherwise. We will contact you with the arrangements. You will not have to accept credit instead of a refund to which you are entitled.

If the organiser reschedules the event and you cannot attend the replacement date, you may request a refund of the affected event-ticket amount, subject to the booking-fee policy. We will explain the available options and any reasonable response deadline.

Yes, where reasonably necessary. A move to a reasonably nearby venue does not by itself qualify for a refund if the event remains substantially as advertised and facilities, accessibility and included camping are broadly equivalent. A significant change may give you refund rights. We will notify affected customers as soon as reasonably practicable.

Minor programme changes and individual substitutions at a multi-artist festival do not normally qualify by themselves. If a change makes the event substantially different from what was advertised when you booked, refund or other legal rights may apply.

Poor weather alone does not qualify for a refund if the event goes ahead substantially as agreed. If weather causes cancellation or a substantial loss of included services, the relevant cancellation and legal refund rights apply.

Only where the event’s terms or written organiser approval permit it. Contact us if you are unsure. Do not publicly share your ticket QR code. A permitted transfer does not create a right to a refund.

Contact hello@festivaltools.co.uk with your order references and booking email. We will investigate and correct confirmed payment or booking-system errors. Please check whether a booking succeeded before placing another order.

An authorised organiser representative may approve a discretionary refund in writing, but an exception is not guaranteed. The completed booking-service fee remains non-refundable except where the law requires otherwise. Statutory refund rights do not depend on discretionary approval.

Email hello@festivaltools.co.uk with your order number, booking email and a short explanation. If you disagree with a decision, explain why you would like it reviewed. Do not send card details, passwords or ticket QR codes.

Normally to the original payment method, without undue delay and within any applicable legal time limit. We will confirm the amount and fee treatment. Refunded tickets are cancelled. Payment-provider processing can affect when the money appears in your account.