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Frequently Asked Questions

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. 

 

Cancelled Events

 

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 info@shoobs.com

 

Postponed Events

 

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 info@shoobs.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.

Do I need to print my ticket?
No, showing your e-ticket on your phone is fine. However, printing your ticket can sometimes make the process of entering an event easier/faster.
I haven’t received my ticket?
Please allow 10 minutes for your tickets to arrive into your email. If you still haven’t received your tickets after this period, please double check the email address associated to your Shoobs account and your junk mail. If there is still no sign of the ticket, please check your bank account to see if the transaction went through and then check 'My Tickets'.
Where can I find my tickets?
You can find your tickets in 'My Tickets'. Alternatively, you will have been sent your tickets to the email address associated with your Shoobs account.
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 info@shoobs.com 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.

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.

Where’s my refund?
When your refund is processed you will receive a refund receipt, it can take up to 5-10 working days for your bank account to receive the funds, this is dependent on your bank provider. Please be aware that bank holidays/weekends are not considered working days.
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 notifications@shoobs.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 info@shoobs.com 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 info@shoobs.com immediately so that we can investigate this matter, as events must always be cancelled online.

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/SUMMARY-TPOSALXCATLIN200716-18.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 used an incorrect email address to purchase tickets.
To amend your email address, please log in to Shoobs (via the email address you used to create your account), go to your profile (top right hand side), you may have to fill in your profile fully before seeing the final page. Once completed on your profile page go to 'Your information' box and click edit and you can amend your email address here.
I've bought the wrong ticket. What can I do?
As stated before the ticket is purchased, all ticket sales are final. Refunds are not available unless the event has been cancelled.
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 info@shoobs.com.
The email address on my Shoobs account is from Facebook and I don't use this anymore.
Please change your email address asap as we send important updates about changes to the event to the email address you use to book tickets. To amend your email address, please log in to Shoobs (via the email address you used to create your account), go to your profile (top right hand side), you may have to fill in your profile fully before seeing the final page. Once completed on your profile page go to 'Your information' box and click edit and you can amend your email address here.
I tried to make a booking but it was declined/expired.
If a booking expires it means it was not successful, so no tickets are sent. If monies look like they have left your account, this is in fact a banking error and the amount is 'pending' and has not left your account. This will rectify itself in a few hours.
I tried to make a booking but was redirected back to the 'Confirm Booking for..' page - did my booking go through?
No, if you are taken back to the 'Confirm Booking for...' page where you have to re-enter your name and email address unfortunately you booking was not successful, as no tickets have been sent. You can always check 'My Tickets' for tickets, as if your booking is successful tickets will show here to be downloaded. If monies look like they have left your account, this is in fact a banking error and the amount is 'pending' and has not left your account. This will rectify itself in a few hours.
I saw a 'Card Declined' pop up when I tried to making a booking did my payment go through?
No, if you saw this message your booking did not go through and tickets have not been sent. If monies look like they have left your account, this is in fact an error, the amount is 'pending' and has not left your account. This will rectify itself in a few hours. You can always check 'My Tickets' for tickets, as if your booking is successful tickets will show here to be downloaded.
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.

I received a 'Payment Declined' email but the monies have left my account.
If you receive a 'Payment Declined' notice, we can assure you that the payment is certainly declined. Please note that although your transaction has been declined, your bank may see this as a "pending charge". However, this will automatically rectify itself in a few hours and the pending charge will disappear.