Dear Alt-Fest Customers As you may now have heard, the Alt-Fest Festival is sadly no longer taking place. Refunds: In line with our cancellation policy detailed here we will be making full refunds to all ticket purchasers. A full refund covers everything related to this event including the various add-ons and booking fees. Wed also like to take this opportunity to remind any ticket holders of their consumer rights, as detailed here and elsewhere. We intend to make the refund process as fast and seamless as possible for our customers. To that end, we will get in touch with all ticket holders soon to confirm what day to expect cleared funds. Please help us to deal with this as quickly as possible by using our helpdesk service sensibly. Ticket Plan customers: Please do not contact Ticket Plan regarding a refund for this event. Ticket Plan protection is intended to compensate a ticket buyer in the event that they are prevented from attending the event due to certain unforeseen circumstances that affect them. It is not designed to refund the ticket buyer if the event is cancelled. That is our job. For this reason all fees paid to Ticket Plan by Clubtickets customers for this event will be refunded at the same time as the ticket costs are refunded. Exclusions: We can only deal with tickets and others add-ons purchased through our website or from the Alt Fest website where we handled the transaction. We cannot deal with any questions relating to Kick Starter or any other ticket agent. To summarise: You are entitled to a full refund. You WILL get a full refund. We will work as quickly as we can. We will keep you updated every few days. Best regards The team @ Clubtickets MONDAY 4th AUGUST - Further Update: Today we have been working on reconciling all of the sales made through our platform with the records of the payment processor we use. This is more laborious than we would like but we are doing our best. This is an important prerequisite of doing the bulk refund that we need to do for this situation. Manual one-by-one refunds are not practical and will ultimately be slower for everyone. We understand that you are all eager to receive your refunds and once again we assure you that they are on their way. To clarify a couple of points raised by you: What if my card has since expired? We can identify those of you who purchased tickets with a card that has since expired and we are discussing options both internally and externally. There is no need to contact us directly, you will each receive an additional email (to the general refund email we will be sending mid-week) which will detail what measures apply to your situation. What if I no longer have an account with the bank/credit card company I used to buy my ticket? This is a special situation and will require manual intervention from our side. We are currently discussing the options with our lawyer and accountant. You are still entitled to a refund. We are just trying to develop a solution that works. IF this applies to you please contact our help desk using the title EXPIRED BANK ACCOUNT. We will log your email and add it to our mailing list for those in a similar position. This will necessarily be slower than other methods so please only contact us in this way if it applies to you. Please expect an email from us with an update mid-week. Thank you for your continued patience. Just received the above e-mail again, just repeating what has been said before
Posted on: Mon, 04 Aug 2014 16:18:08 +0000
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