There is no better feeling than being fully confident when purchasing a product. That’s why here at Fatsoma, we have put a few reassurances in place that are readily accessible and give you the confidence to use the system on the back of our new social platform makeover.
1. ‘The event is cancelled. Can I have a refund?’
It is the responsibility of the promoter to inform you of any cancellation directly. In the event of a cancellation, please contact us here at Fatsoma no later than 2 days after the event was due to take place on 08443588677 or firstname.lastname@example.org. All refunds are sanctioned by the promoter so we will need to confirm the cancellation with them before any refunds can be processed. Once this is confirmed, refunds take around 2-3 working days to arrive back in your account once refunds have been processed, minus booking fee as per our terms.
2. ‘I have purchased the wrong ticket. Can you refund me the original ticket so I can purchase the correct one?’
You will need to purchase the correct ticket before the original order can be refunded. Once purchased, please email email@example.com with the email address used for both the correct and incorrect tickets, along with the last 4 digits of the long card number so that we can locate your orders. We will then notify the promoter of this change and let you know as soon as the original order has been refunded. The booking fee is non-refundable as per our terms.
3. ‘I have purchased a ticket but not been sent a confirmation email. Where can I find my ticket?’
At the end of the order process, every customer has the option to print out tickets straight away. Failing this, say for example you do not have a printer, you can access your account from any device by logging in to www.fatsoma.com/tickets. Your tickets will also be instantly emailed to the email address your Fatsoma account is registered under.
4. ‘Could I change the name on the ticket?’
A wrong name on the ticket will not be a problem, as event staff on the door should check the ticket reference on there alongside their ticket list. They may also be using a scanner, in which case the barcode at the top of the ticket will be used. However, we do not have a universal policy for entry at any event on Fatsoma. Please check the event description, information listed on the ticket, or with the organisers of the event what their entry policies are before you leave and make sure that door instructions are followed as these are set by the promoter.
5. ‘People in our Party are arriving separately. What do we do with the ticket?’
You can print out individual copies of the ticket if arriving separately. Have the person/s arriving first with the ticket mention to the door staff that others are arriving later and they will be able to admit your party individually as each person gets to the venue.
6. ‘I am having trouble opening and downloading my ticket attachment’
You will need to open the pdf tickets with Adobe Reader. You can download the latest version for free from http://get.adobe.com/uk/reader/.
7. ‘I can no longer attend the event. Can I apply for a refund?’
Unfortunately, non-attendance at an event doesn’t qualify to be eligible for a refund. However, you may want to pass the ticket onto a friend if you can no longer attend for whatever reason.
8. ‘When on the buying page, I am receiving a ‘’3D Authentication error’’. What does this mean?’
3D Authentication is a security measure put in place by the card provider. We need to take 3D Authentication for all orders over £20. If you have not set this up or are having problems with it then please contact your bank as this is something that is not regulated by Fatsoma.
9. ‘I need more info on the event / Could I please speak to the promoters of the event?’
As Fatsoma is a self serve promotions platform, any event description is listed purely by the promoter. For more information on the event that that given, please contact the promoter directly. To find their contact info we recommend checking out their website, their official Facebook or Twitter pages or contacting the venue.
10. ‘I made a withdrawal a few days ago now from my rep account but haven’t received the money. When will this clear?’
All reps have the ability to withdraw their funds 3 days after the event has taken place. Make sure the sort code and account number are entered (note this is NOT the long number on the front of your card) and are correct. The money will be credited into that account within 2-3 working days depending on your bank.
If you have any further queries, please call the Fatsoma office Monday to Friday, 9am til 5.30pm (excluding public holidays) on 08443588677 or drop us an email to firstname.lastname@example.org and one of our helpful, friendly team will be able to assist you with your query.