Frequently Asked Questions

Do I need to register with you?
In order to buy tickets on this website you need to be registered with us. You only need to register once, and once you have done this all your details will be stored so that should you wish to make a further purchase you simply need to log in with your username and password and input card details in order to buy tickets.

How do I register on this site?
You will be asked to register at the appropriate point when you are making a purchase. Registering requires that you create a username and password. You MUST keep this password secure. Once you have registered with Ticketline, all your details will be stored so that you don’t need to enter them again with the exception of your credit card details. For security purposes your credit card details are not stored. Next time you visit the site you simply need to log in with your username and password and enter your credit card details in order to buy additional tickets.

How do I retrieve a lost password?
You can have a new password sent to your registered email address by clicking here.

When will I receive my tickets?
Tickets should reach you at least 7 days before the festival unless tickets are being collected from the venue. If tickets are booked within 10 days of the festival and are being posted, tickets should reach you at least 2 days before the festival. If you haven’t received your tickets by then, please contact us on 0871 424 0047 or complete this form. (this goes to http://www.ticketline.co.uk/contact_receive.php on our site’s FAQs – we will need the equivalent on white label site)

I am booking tickets for the festival and it is taking place in the next 5 days. Will you post my tickets to me?
Tickets booked within 5 days of the festival will need to be collected at the venue box office at Guilfest. Please note that tickets must be collected by the cardholder in person who will be asked to present the card that was used to buy the tickets.

What is the procedure for collecting tickets at Guilfest?
When you are collecting tickets from Guilfest, you will need to go to the box office on site during the festival. There will be a separate queue for collections which will be marked. Tickets will be left in the name of the card holder that booked tickets for the event. When you collect your tickets at the venue, you will need to present the credit or debit card that you used to make the purchase with us. The cardholder him/herself must be there to collect the tickets, present the card and sign a receipt. Only the card holder that booked the tickets can collect them.

What are the opening hours of the box office on site at Guilfest?
Opening hours during the festival are as follows. The box office on site at Guilfest will only be available during the festival and only then at these times: Thursday 12th July 12pm – 9pm Friday 13th July 10am - 10pm Saturday 14th July 10am - 10pm Sunday 15th July 10am - 9pm

How do I unsubscribe to your newsletter?
On every newsletter you receive you will be offered the opportunity to unsubscribe. You can also unsubscribe by logging into the website at the top of the page and selecting “Change my details” not on the new site?) in the Login Section if you are a registered user or by clicking the subscribe button at the top of the page if you are an unregistered subscriber. In either case, follow the instructions relating to unsubscribing.

How do I get my tickets sent to a new or different address?
Log onto the site at the top of the page and click the “Change my Details” button in the Login Section. In certain instances you may be required to provide supporting documentation. If this is the case you will be notified.

The festival has been cancelled, what should I do next?
Please return your tickets directly to Scotty Events, the promoter of Guilfest, for whom we act as agent at the following address: Scotty Events Limited, 54 Haydon Place Guildford Surrey GU1 4NE Tel: 01483 536270

What is your policy on refunds?
28. Once you have purchased your tickets, they cannot be refunded or exchanged unless an event is cancelled or postponed. In these circumstances, we will notify you and outline the procedure. If the event is cancelled, see the procedure outlined in the answer directly above this one. If the event is postponed and you are unable to make the re-scheduled date you should return your tickets to Customer Services Department, Piccadilly Ticketline Ltd, PO Box 4061, Manchester, M60 1YT. We will refund the face value of the ticket(s) to the card that was used to pay for them when we have received the tickets. Please note that booking fees are not refundable and a refund cannot be processed until we receive the tickets. We therefore recommend that all tickets that need to be returned are sent by secure post to. We cannot accept responsibility for tickets that we do not receive.

I can no longer make the event for which I have booked. Can I exchange my tickets for another day or show?
Unfortunately not. We regret that we are unable to offer refunds or exchanges unless an event is cancelled or postponed or the content significantly changed.

I have lost my tickets, what should I do?
Unfortunately we are unable to duplicate tickets for Guilfest once you or someone acting on your behalf has taken delivery and signed for them.

Can I purchase tickets by phone?
Yes, by calling our dedicated credit card hotline on 0871 424 0050. Opening hours are from 8am until 11pm Monday to Friday and from 9am until 9pm on Saturdays and Sundays except for Bank Holidays when we open from 10am until 6pm. We are closed Christmas Day and New Years Day.

My friend has booked tickets for the same event as me. She has already received her tickets and I haven’t.
Tickets for some performances may be sent out in batches. You should receive your tickets very soon. Alternatively, your friend could have purchased her tickets from a different ticket agent. Sometimes different agents receive their tickets from the promoters of the event at slightly different times. If you have any concerns then please call us on 0871 424 0047.

I was told I would receive my tickets 1 week before the event and I haven’t received them.
We always try our best to ensure you have received your tickets 1 week before the event at the very latest. However occasionally this is not possible due to circumstances beyond our control, such as a delay in the tickets being printed and sent through to us. We do everything within our power to ensure you receive your tickets before the event, however if circumstances mean we are unable to post them to you in time, we will make alternative arrangements for you to collect your tickets at the venue. If you have not received your tickets 1 week before an event, please click here and fill out the tickets not received form or alternatively call us 0871 424 0047.

Is it possible to purchase VIP tickets or corporate hospitality packages?
There are no VIP tickets or corporate hospitality packages for this Guilfest.

What are your standard terms and conditions of sale?
To view our terms and conditions please click here.

How do you work to combat identity fraud?
We are highly focused on protecting our customers from ID fraud. Our system conducts address checks on every single purchase made, and verifies that the delivery address matches the registered bank account address. In certain cases we will also request additional ID.

What credit or debit cards do you accept?
We accept Visa, Delta, Electron, Mastercard, Switch, Maestro and Solo. We regret that we do not currently accept American Express or Diners Club cards.

How quickly is money charged to my credit/debit card?
Your credit card is charged by us as soon as your tickets are purchased, however it can take up to 7 days for the money to be debited from your account. Although tickets may not be sent out to you for some months, the tickets are secured for you as soon as your card is charged.

Can I purchase tickets if I live outside the UK and do you mail my tickets to me?
You can purchase tickets for Guilfest, however tickets will not be posted to you. We will arrange for you to collect your tickets from the box office at Guilfest. For opening hours of the box office, please click here (please direct link to question about opening hours). For collection details and requirements please click here (direct to the relevant FAQ)

I have been sent the wrong number of tickets/the wrong tickets.
Please click here to send us an email or alternatively call us on 0871 424 0047.

Why do you charge a booking fee?
The organisers of events generally do not pay for the services that ticket agents offer. Ticketline pay full price for the tickets they receive from Guilfest, who set the ticket price. The booking and processing fee is our only income which enables us to provide our customers with a great service. That service is to offer people a convenient way of purchasing and receiving tickets either by phone or internet, so that they don’t have to travel to and queue up at a venue box office. The booking fee covers all the costs associated with running our business, including providing a booking service 7 days a week, processing orders, distributing tickets and credit card commissions to name but a few.

Why do I need a booking reference?
Your booking reference is the final stage in confirming that your booking has completed and uniquely identifies your booking should you have a query on it. By quoting this number in any correspondence that you have with Ticketline, we can swiftly trace your booking and answer any questions that you may have. You will receive a unique booking reference for every booking that you make with Ticketline, which you will need to retain should a query arise.

Why do I need a customer ID?
You will also receive a customer ID number when you register on this website, which you should retain to help us quickly retrieve your booking history and information. Your customer ID will remain the same for all the bookings that you make with us.

How do I know my booking has gone through?
Once you have selected your tickets and delivery method and entered your credit card details, you will be taken to the final stage of your booking which confirms if your booking has been successful or not. Once a booking is completed you will receive a booking reference number which is unique to that particular booking. This will be displayed on the site for you to save or print and will also be emailed to you within a few minutes of the booking completed. If you do not receive a booking reference number, this means that your booking may not have successfully completed. If this is the case, please contact our Customer Services team either by telephone on 0871 424 0047 or via the Contact Us form.