Info

Everything important about the cancelling of ELF 2020/2021

Below-mentioned you find all important information about the Electric Love Festival. If you have questions please check the info below first and if there is still something outstanding contact us via contact form.

Top 5 questions:

Important: Only the orderer can request a SWAP or REFUND! So it's best to let the orderer of your squad know, so he can take care of it.

You need the order number and the mail address which was used for the order. You will find the order number in your order confirmation mail, on your tickets as well as in the mail you received from us.

If you have won your ticket, no refund is possible.

You can apply for a refund via the following link: https://www.electriclove.at/de/tickets/refund-swap

 

Important: Only the orderer can request a ticket exchange! So it's best to let the orderer of your squad know, so he can fill out the form.

You need the order number and the mail address that was used for the order. You can find the order number in your order confirmation mail, on your tickets as well as in the mail you received from us. You have several orders? Then you will find all your orders in this mail.

And you can apply for the refund via the following link: https://www.electriclove.at/de/tickets/refund-swap

The refund will be made within 4 weeks in the same way as the payment when purchasing the tickets

You have not received any amount yet? 
Please contact the Paylogic Customer Service directly:
.[email protected] // 49 (0) 3030 8063 19  

Your payment details can be adjusted in the system by our ticket provider Paylogic if the refund has not yet been requested. Please contact Paylogic by email - [email protected] - and send them the following data so that they can process the case as quickly as possible: Name, email, order number, old payment details, new payment details.

Your swapped #ELF22 tickets will be sent to you via email at the official start of the Electric Love Festival 2022 sale in August.

SWAP 2021

Important: Only the orderer can request a ticket exchange! So it's best to let the orderer of your squad know, so he can fill out the form.

You need the order number and the mail address that was used for the order. You can find the order number in your order confirmation mail, on your tickets as well as in the mail you received from us. You have several orders? Then you will find all your orders in this mail.

And you can apply for the refund via the following link: https://www.electriclove.at/de/tickets/refund-swap

Your swapped #ELF22 tickets will be sent to you via email at the official start of the Electric Love Festival 2022 sale in August.

Are you sure you entered the correct order number and email address you used when placing the order? Or did you order through an Ambassador? If so, only the Ambassador can do the reversal for you. If this does not work, you can of course contact us again.v

We are glad to hear that. Please contact Paylogic directly, they will get back to you within two business days: [email protected] or +49 (0) 3030 8063 19

You can have your order number or tickets resent to you via this link: https://consumer.paylogic.nl/tickets/

I have received a guest list ticket (0€) and would like to refund it. Is that possible?

Guest list tickets cannot be refunded. They remain active automatically.

I have received a Guest List Ticket (0€) and would like to swap it. Is this possible?

Guestlist tickets remain active automatically. For this reason you do not have to do anything with your ticket. You will receive a new ticket until the ELF22 ticket sale.

No, the ticket swap does not incur any costs.

Unpersonalised tickets often contain the name of the person who ordered the ticket. However, this does not mean that the ticket has to be repersonalised. After the SWAP, you can personalise the ticket.

We have changed the return system to Paylogic, so only the entire order can be processed. This simplifies the process a little and speeds up the return transfer.

Your new #ELF22 tickets will be sent to you by email at the start of the pre-sale for #ELF22 (date not yet fixed). Please show them as usual on your mobile phone or in printed form at the entrance.
The #ELF21 tickets are no longer valid at the #ELF22 entrance.

No, the personalisation remains upright.

Unpersonalised tickets remain unpersonalised and can be personalised after the SWAP.
 

Unfortunately this is not possible. Only each order in total can be swapped or refunded.

Yes, if you swap your tickets, the insurance remains valid.

In this case, your ticket will be cancelled and you will not receive a refund.

Unfortunately, an upgrade is not possible. In this case, we have to ask you to apply for a ticket refund. From the start of the pre-sale (date not yet fixed) for the #ELF22 you can order the desired ticket category.

Refund 2021

Important: Only the orderer can request a SWAP or REFUND! So it's best to let the orderer of your squad know, so he can take care of it.

You need the order number and the mail address which was used for the order. You will find the order number in your order confirmation mail, on your tickets as well as in the mail you received from us.

If you have won your ticket, no refund is possible.

You can apply for a refund via the following link: https://www.electriclove.at/de/tickets/refund-swap

 

Unfortunately, this is not possible. Only each order as a whole can be swapped or refunded.

No, it is only possible to swap or refund the order in its entirety.

You will be refunded the ticket price (excluding 6.5% service fee). The service fee from our ticket providers will not be refunded.

No, it is not in any case! The price phases active so far for #ELF21 (Loyalty, Pre-Registration, Super Early Bird and Early Bird) will be adjusted in price for #ELF22, additionally the service fee, which is charged by our ticket provider, would be paid twice. The exchange of the #ELF21 ticket for one for #ELF22 is in any case the most financially attractive option.

In this case, your ticket will be voided and you will not receive a refund.

Bist du dir sicher, dass die korrekte Bestellnummer und die E-Mailadresse, die du bei der Bestellung verwendet hast, eingegeben wurde? Oder hast du über einen Ambassador bestellt? Wenn ja, kann die Rückabwicklung nur der Ambassador für dich tätigen. Sollte dies nicht funktionieren, kannst du dich natürlich gerne an  unseren Ticket Provider via [email protected] oder +49 (0) 3030 8063 19 weden 

In order to guarantee a fast and smooth processing, no changes are possible after sending an application. If you have made a mistake or changed your mind, you can contact our support.

I have received a guest list ticket (0€) and would like to refund it. Is that possible?

Guest list tickets cannot be refunded. They remain active automatically.

 

A service fee was charged per ticket at the time of ticket purchase, which was added at the end of the ordering process. This service fee includes costs for support, the transaction fee and the costs we have to give to our ticket providers Paylogic or Ö-Ticket. For this reason, it is non-refundable.

If you request a ticket refund, you will be refunded the ticket price excluding the 6.5% service charge. The amount of any re-personalisation will not be refunded.

Please note that the ticket price will be refunded without service fees. Should you still have received too little money, please contact our support team via [email protected] // 49 (0) 3030 8063 19. It's best if you send the following information, then we'll take a look at it as quickly as possible and send you your summary. We will do our best to answer you as soon as possible, but we ask for your understanding.

-Case number
-Order number
-Full name of the orderer
-Mail address of the orderer
-Proof of receipt of payment

Ticket order:

There are the following possibilities:

Ticket swap: You exchange your ticket for a ticket for the #ELF22. Any order can be swapped, except hotel packages. If you have ordered a hotel room in the ELF ticket store, you will be contacted automatically by the Paylogic Travel Support Team.

Ticket refund: You return your order and the order price (excl. 6.5% service fee) will be refunded. If you have ordered a hotel room at ELF Ticketshop, you will be contacted automatically by Paylogic Travel Support Team.

The refund will be made within 4 weeks in the same way as the payment when purchasing the tickets.

Important: Only the orderer can request a SWAP or REFUND! So it's best to let the person who ordered your squad know, so he can take care of it.

If you have won your ticket, no Refund is possible.

In this case, please apply for a refund. As soon as the sale for the #ELF22 has started, you can order the desired ticket category.

In this case, your order will be refunded automatically and you will receive your money on the bank account you used for the purchase. A ticket swap is unfortunately not possible via Ö-Ticket.

In this case your order will be refunded automatically. You have to go to the branch where you bought your ticket and you will get your money back. A ticket swap is unfortunately not possible via Ö-Ticket in the Raffeisen Bank.

In this case, please contact your travel partner directly:

Guest AG: [email protected] 0041 (0)32 666 40 80
South Tyrolean to major events: form: https://szgevents.com/contact/ or [email protected]

There are the following possibilities:

Ticket swap: You exchange your ticket for a ticket for the #ELF22. Any order can be swapped, except hotel packages. If you have ordered a hotel room in the ELF ticket store, you will be contacted automatically by the Paylogic Travel Support Team.

Ticket refund: You return your order and the order price (excl. 6.5% service fee) will be refunded. If you have ordered a hotel room at ELF Ticketshop, you will be contacted automatically by Paylogic Travel Support Team.

The refund will be made within 4 weeks in the same way as the payment when purchasing the tickets.

Important: Only the orderer can request a SWAP or REFUND! Therefore it is best to let the orderer know so that he can take care of it.

If the ELF Ambassador has placed the order for you, the Ambassador can only process the order as a whole. So either SWAP or REFUND. Please coordinate with your Ambassador.

Please contact your bank or credit card company directly if the bank account you used to pay for the tickets no longer exists so that the refund can be accepted. If the payment is rejected, the Paylogic support team will contact you.

There are the following possibilities:

Ticket swap: You exchange your ticket for a ticket for the #ELF22. Any order can be swapped, except hotel packages. If you have ordered a hotel room in the ELF ticket store, you will be contacted automatically by the Paylogic Travel Support Team.

Ticket refund: You return your order and the order price (excl. 6.5% service fee) will be refunded. If you have ordered a hotel room at ELF Ticketshop, you will be contacted automatically by Paylogic Travel Support Team.

The refund will be made within 4 weeks in the same way as the payment when purchasing the tickets.

Important: Only the orderer can request a SWAP or REFUND! So it's best to let the person who ordered your squad know, so he can take care of it.

If you have won your ticket, no Refund is possible.

There are the following possibilities:

Ticket swap: You exchange your ticket for a ticket for the #ELF22. Any order can be swapped, except hotel packages. If you have ordered a hotel room in the ELF ticket store, you will be contacted automatically by the Paylogic Travel Support Team.

Ticket refund: You return your order and the order price (excl. 6.5% service fee) will be refunded. If you have ordered a hotel room at ELF Ticketshop, you will be contacted automatically by Paylogic Travel Support Team.

The refund will be made within 4 weeks in the same way as the payment when purchasing the tickets.

Important: Only the orderer can request a SWAP or REFUND! Therefore it is best to let the orderer know so that he can take care of it.

If you have chosen the payment method bank transfer for your order, it usually takes at least 2 business days until we receive the payment. Only then will your tickets be sent to you. Please also check your spam folder. If you have not received your tickets, you can contact Paylogic support directly by e-mail ([email protected]).

You will find the order number and barcodes in your order confirmation email and on your tickets.
If you can't find the order confirmation mail anymore, you can have it sent to you again via this link: https://consumer.paylogic.nl/tickets/

Your payment details can be adjusted in the system by our ticket provider Paylogic, if the refund has not been requested yet. Please contact Paylogic by email - [email protected] - and send them the following data right away, so they can process the case as soon as possible: Name, email, order number, old payment details, new payment details.

Accommodation and travel:

We recommend that you contact the accommodation directly and ask whether a free cancellation is possible. Of course, this depends on the cancellation conditions of each hotel. You can find detailed information on the homepage of the European Consumer Center: Here are all the frequently asked questions related to travel and the coronavirus answered.

If you have ordered a hotel room in the ELF Ticketshop, you will be contacted automatically by the Paylogic Travel Support Team.

We recommend that you contact your host directly and ask if a free cancellation is possible. Of course, cancellation and refund options apply per accommodation. You can check the cancellation policy of your booking and find cancellation and refund options by selecting your trip under "Travel". For more information, visit Airbnb's Help Center.

It is best to ask the airline if you can cancel free of charge or get a voucher for a later flight instead. You can find more helpful information on the homepage of the European Consumer Centre, where all frequently asked questions in connection with travel and the corona virus are answered.

Ticket info on the cancellation of ELF20:

Due to the cancellation of the ELF20, it was possible to exchange his ELF20 ticket for an ELF21 ticket free of charge until 01 July 2020. So you could secure a place at the #EditionOne and donate € 1,- per festival pass to a charity organisation.

You swapped your ticket into an ELF21 ticket, but you still did no receive the ticket by e-mail? Please check your spam folder. If you cannot find an e-mail there either, you can get your swapped ELF21 tickets sent to you via this link.

Did you swap more tickets in seceral orders? Click here and insert the e-mailadress you ordered with, to get all your swapped #ELF21 tickets. Please check your spam folder.

In case you did not swap your ELF20 tickets it is still possible to get a refund of the ticket money after the cancellation of the ELF20 (ELF20 Ticket Refund)

Of course it is still possible to get a refund of the ticket money due to the cancellation of the ELF20. 

You will be refunded the ticket price (without service fees). The service fee was already paid once when you bought the tickets, the ticket price will be refunded without any additional fees. Thanks for your understanding! The refund will be made within 4 weeks in the same way as the payment made when buying the tickets.

Important: Only the purchaser can request a ticket refund or ticket exchange! So it is best to let the purchaser of your troop know so that he can fill out the form. Order number and barcodes can be found in your order confirmation mail and on your tickets. If you can't find the order confirmation email anymore, you can have it resent to you via this link

If you have won your ticket, no refund is possible.

Get your ELF20 ticket refund here. 

Please note that the ticket price will be refunded without service fees. Should you still have received too little money, please contact our support team via [email protected] // 49 (0) 3030 8063 19. It's best if you send the following information, then we'll take a look at it as quickly as possible and send you your summary. We will do our best to answer you as soon as possible, but we ask for your understanding.

-Case number
-Order number
-Full name of the orderer
-Mail address of the orderer
-Proof of receipt of payment

Unfortunately no, of course you can still wear it, but it does not allow access to Electric Love Festival 2022.

The ELF20 hardtickets are invalid and cannot be swapped since July 1th. Of course it is still possible to get the ticket money refunded due to the cancellation of the ELF20.

Here you can apply for the refund.

The ELF20 Ö-Ticket hardtickets are invalid and can no longer be swapped into ELF21 since July 1th. Of course it is still possible to get the ticket money refunded due to the cancellation of ELF20.

Here you can apply for the refund.

Due to the cancellation of the ELF20, it was possible to exchange your ELF20 ticket for an ELF21 ticket free of charge until 01 July 2020. So you could secure a place at the #EditionOne and donate € 1,- per festival pass to a charity organisation.

Of course it is still possible to get a refund of the ticket money after the cancellation of the ELF20. 

You will be refunded the ticket price (without service fees). The service fee was already paid once when you bought the tickets, the ticket price will be refunded without any additional fees. Thanks for your understanding! The refund will be made within 4 weeks in the same way as the payment made when buying the tickets.

Important: You need the barcode of your ticket. After entering it, you can decide what you want to do with your ticket. If you have not yet received your ticket from your ELF Ambassador, please contact him or her directly.

Get your ELF20 ticket refund here.  

The refund will be made within 4 weeks with the same payment method when buying the tickets.

If you want to refund your ELF hard ticket (f.e. X-mas Shopping at PlusCity, huma eleven, Mariandl) or an Ö-Ticket (f.e.: Raiffeisen Bank, Ö-Ticket Layout or Ö-Ticket Online Shop), you will be asked for your bank details when you fill out the application form so that the amount can be transferred to the named account.

Please contact your bank directly if the bank account with which you paid for the tickets no longer exists, so that the refund can be accepted. If the payment is rejected the Paylogic support team will contact you.

General questions:

Do you have questions about tickets, payment methods or ticket orders? Please contact our ticket provider Paylogic directly. You can find all contact details under this link

You can contact our ticket provider Paylogic:

 [email protected] or +49 (0) 3030 8063 19

SeeTicket / Paylogic is our ticket provider. This means that we handle our ticket sales through it.

More info: