FAQ 9-12 September 2021 Announcement
The World Capital of Night and Magic is a place of gathering once more and words can’t say how incredibly happy we are that you believed in us all along!
UNTOLD FESTIVAL IS HAPPENING THIS YEAR BETWEEN 9-12 SEPTEMBER.
1. What are my options if I own an UNTOLD 2020 pass that has not been swapped into an Anytime product?
According to art VII of Ordinance 174/2020 your UNTOLD 2020 pass will automatically become valid for UNTOLD 2021. If you want to give up your participation at UNTOLD 2021, as of Thursday, 10th June 2021, you have 30 days to decide and opt for changing it into a voucher.
2. Who can opt for a voucher?
The holder of a valid pass which has not been swapped into an Anytime product can opt for the exchange of his pass/ticket into a voucher. This facility is available only once, after the date release for the postponed Event.
3. When can I opt for a voucher?
The holder of a valid ticket can opt for a voucher beginning from 10th June 2021, until 10th July 2021, the latest.
4. How long is this voucher valid and what happens if I do not use this voucher?
According to Art VII of Ordinance174/2020, if the voucher is not used to purchase products or services before the expiry date, which is 6 months from the end of the period of suspension of the right to organize events and festivals, the organizer will refund all amounts received from the consumer within 90 days calculated from the last day of the rescheduling term. The customer needs to fill in the online reimbursement form, which will be available on www.untold.com.
5. What will be the value of this voucher?
The value of the voucher will be equal to the value paid by you for the ticket you turned into a voucher at the time of purchase.
6. If I opt for a voucher, can I return to this option later?
Once you opt for the voucher, you understand and accept that you waive all rights conferred by that ticket in favor of a voucher. If you have opted for a voucher, you cannot go back on the chosen option.
7. How can I opt for a voucher?
To opt for a voucher, you must log into your account from the Online Check In platform, here.
8. For what purchases will I be able to use this voucher and under what conditions?
You can use the voucher in one of two ways:
To purchase a new UNTOLD ticket;
For online top-ups. You can use the voucher to charge the festival bracelet, yours or a friend's, in order to shop during the festival. If you have not spent the full amount, the remaining amount cannot be withdrawn from the bracelet.
The voucher can be used only once, and its value must be consumed in a single purchase (Top Up Online or festival ticket). If the value of the purchase is less than the value of the voucher, the customer understands that he cannot benefit from the rest.
9. Can this voucher be sold?
This voucher cannot be sold and can only be used to purchase UNTOLD services (ticket/pass to the UNTOLD Festival and online Top-up).
10. When and how can refund requests be sent, for unused vouchers?
The organizer will make refunds exclusively for those who have not used the voucher within a maximum of 6 months from the date of termination of the period of suspension of the right to organize events and festivals.
According to Art VII of Ordinance174/2020, lett. a), the organizer will reimburse all amounts received from the consumer within 90 days calculated from the last day of the rescheduling period, respectively within 6 months from the end of the period of suspension of the right to organization of events and festivals. In the event of new legislative changes, this period and any other aspects related to this procedure may be changed according to the new regulations.
11. In what period and in what form are refund requests sent for unused vouchers?
According to Ordinance no. 70 of May 14th 2020, with subsequent amendments and completions, if the voucher is not used for the purchase of products or services until the expiry of the period of 6 months from the end of the period of suspension of the right to organize, the organizer will refund all amounts received from the consumer within 90 days calculated from the last day of the rescheduling term by filling in the online refund form, which will be available on www.untold.com.
The exact deadline for claims will be communicated when the authorities lift the organizational restrictions.
12. What happens with the check-in process, depending on each choice?
If you choose to keep the purchased ticket, the check-in process made for the 2020 edition will remain valid for the 2021 edition.
13. What happens if I have Anytime and have opted for the 2021 edition or another edition?
With the rescheduling of the 2021 edition of the Festival, the selection of the edition will be reset. Thus, if you want to participate in the rescheduled Festival edition, you only have to confirm, from your Check-in account, the 2021 edition, for 15 days, starting with 10.06.2021 and until 30.06.2021. If you wish to participate in a future edition, you will be able to confirm that edition only after the official announcement of the date for that edition.
14. If I have Risk Free Anytime and the festival has been rescheduled, when can I request a refund so that I can fit in the 60 days?
The 60 days are calculated taking into account the festival date initially announced (August 5-8, 2021). Thus, the repayment period is between June 7, 2021 and July 22, 2021.
15. Will participation at the festival be conditioned by vaccination?
As with every edition, we prepare with the highest standards of safety for the participants. UNTOLD is and will always be a global example to follow in this regard.
This year we will prepare according to the studies carried out in the field to reduce the risks to zero, so that we can allow the access of those who are vaccinated, tested (either with PCR test or rapid antigen test) or with antibodies according to EU recommendations. However, it should be noted that at the present time the regulations only allow access to vaccinated individuals, but the authorities will update access rules in the upcoming period, depending on the evolution of the epidemiological situation. In this regard, we certainly offer all our support to the authorities.
Find out all the information in the Terms and Conditions section.