|Information for event attendees regarding COVID-19 (Coronavirus)|
Following the most recent announcements from the World Health Organisation (WHO) and the UK Government regarding COVID-19 (Coronavirus), we understand the impact that this will have for our customers and the many events you wish to enjoy. The health and safety of all our customers are our primary concern and we wish you well during this unprecedented period.
We are working with all event organisers that use our platform to ensure that their event pages are updated with the latest information. For the current status of each event, please refer to the specific event page.
Future Scheduled Events
As it stands, if the event is still live on the site, then the event is currently scheduled to go ahead as planned. If this changes, we will update you accordingly as soon as possible.
If the event has been cancelled, then a cancellation notice will be sent to all customers and refunds will be actioned. If you have not received an event cancellation notice for an event that has been confirmed to be cancelled, please contact customer services at firstname.lastname@example.org
If the event has been postponed to a later date, a notification will be sent to all customers and all original tickets will still be valid for the postponed event automatically. If you are unable to attend the postponed event, please contact customer services at email@example.com to cancel your order.
Thank you for being a valued member of our community and for all your support of the great events hosted on this platform. We will continue to monitor and provide updates.
|My booking fee has been added as Credit, what is this?|
The booking fee can be redeemed as credit towards a future booking(s). Once you sign into your account and make a new booking, the booking fee credit will automatically be applied to your next purchase. Your credit total, can be viewed on your Profile via www.shoobs.com.
Credits are valid for 12 months from the issue date. As this is non-refundable, it cannot be converted into monetary value, and can only be used against a booking through www.shoobs.com.
|How do I get a refund?|
Refund policy: All sales are final unless the event has been cancelled. It is your responsibility to ensure that you comply with all restrictions and terms and conditions as outlined. For refund requests to do with events, especially if you are refused entry for no fault of your own, you must email firstname.lastname@example.org by 5pm on the next working day to request a refund, with a full explanation as to why you were refused entry. Requests received after this time will not be considered. Where possible, please make every attempt to ensure that your entry refusal has been acknowledged and recorded by the event organiser before leaving the event.
|Where’s my refund?|
When your refund is processed, this will clear into the bank account linked to the card used to make the booking, in 25 working days. Please be aware that bank holidays/weekends are not considered working days.
|I booked ticket protection, what does it cover?|
TicketPlan Cancellation Protection is available for your booking, and this will protect you against cancellation resulting from the following:
• Unexpected disruption of the public transport network;
• The death, accident, or illness happening to you, a member of your immediate family or any person(s) in the group due to attend the booked event with you;
• The mechanical breakdown, accident, fire or theft en route of a private vehicle taking you to the booked event;
• Jury service;
• Burglary or fire at your residence 48 hours prior to the event;
• Being summoned to appear at Court as a witness;
• As a member of the armed forces being posted abroad and/or having leave withdrawn unexpectedly;
• Adverse weather including snow, frost, fog or storm where the Police service or other Government agency have issued warnings not to travel.
Full details are included in the TicketPlan terms and conditions here: https://www.ticketplangroup.com/uploads/assets/TPOSALXCATLIN-200716.pdf, please copy the link into your browser to read.
|I booked ticket protection, how do I make a claim?|
Please copy and paste this link - https://www.ticketplangroup.com/refund-application-form - into your browser. You will find the information on how to process your claim.
|I've heard an event is cancelled what do I do?|
Please be aware that if an event is cancelled on Shoobs.com you should always receive a direct email from email@example.com with a title starting 'Event Cancellation Notice...'. Please check the inbox or junk mail folder of the email address associated with your Shoobs account.
If you have not received any emails from Shoobs.com, please contact us immediately at firstname.lastname@example.org so that we can investigate this matter.
If you have received any contact from the event organiser i.e. a text, email, social media blast advising of a cancellation, again please contact us at email@example.com immediately so that we can investigate this matter, as events must always be cancelled online.
|The venue/date/time of an event I bought a ticket to has changed. What can I do?|
Under these conditions, you may be entitled to a refund. You would have received an email with this information via the email address you used to book tickets. Please reply to that email if you need to contact us. If not, you can contact us using the button below or on firstname.lastname@example.org.
|Do I need to print my ticket?|
|I haven’t received my ticket?|
|Where can I find my tickets?|
|The name on the ticket is different to the person attending.|
For E-tickets you can change the name via 'My Tickets' please click on this, click 'change the owner' amend the name and resend. Please be aware you can only amend names one time, and prior to ticket sales closing.
|Can I change the name on the ticket?|
For E-tickets, yes, you can change the name via 'My Tickets' please click on this, click 'change the owner' amend the name and resend. Please be aware you can only amend names one time, and prior to ticket sales closing.
|I used an incorrect email address to purchase tickets.|
|I've bought the wrong ticket. What can I do?|
|The email address on my Shoobs account is from Facebook and I don't use this anymore.|
|I tried to make a booking but it was declined/expired.|
|I tried to make a booking but was redirected back to the 'Confirm Booking for..' page - did my booking go through?|
|I saw a 'Card Declined' pop up when I tried to making a booking did my payment go through?|
|Do I have to collect tickets from the Box Office?|
For certain events i.e. concerts you may have to collect hard copy tickets at the venue's Box Office - an email would have been sent to the email address you used to book tickets. In these cases your e-ticket acts as a receipt which must be exchanged for hard copy tickets at the box office.
Please take the e-ticket to the box office to get your hard copy tickets, as you are only permitted entry with hard copy tickets.
Please ensure that you bring relevant forms of personal ID - must be photo I.D. that is a full/provisional driving licence, passport. Other forms of I.D. may be rejected.
The main ticket buyer must be present to collect the tickets, and their full name must match their I.D. must be photo I.D. that is a full/provisional driving licence, passport. Other forms of I.D. may be rejected.
Depending on the venue please double check the Box Office opening/close times as you must arrive during this time. Failure to do so can result in non-entry.