CASHLESS PAYMENT FAQs

EVERYTHING YOU NEED TO KNOW

Cashless will be going live May 2023

We will be launching our Cashless payment portal in May 2023. All ticket holders will receive emails with instructions on how to activate your account before the big day, or check back on the website in the spring for more details!

CASHLESS QUESTIONS ANSWERED:

GETTING STARTED

About Weezevent Wristband Payment Systems

All transactions are totally cashless all thanks to your Weezevent RFID wristband, which means the only payment method accepted on the day will be the chip on your wristband, apart from a handful of traders in our marketplace of independent traders. All Food Stalls, Bars and Feasting Tents will ONLY take wristband payments. Weezevent RFID payment systems are quick, easy and much safer than traditional cash handling. 

 

Is it secure?

On top of removing the risk of you losing your wallet mid festi-fun, if your wristband does happen to go walkies you can have your old one instantly cancelled at a Top Up Station and continue spending the remaining amount on the band. You can only transfer amounts from a lost wristband to a new one if you have registered online. We, unfortunately, cannot recover any money that has been spent on the lost wristband, so please report any lost wristbands ASAP.

 

How does it work?

Before the festi-fun kicks off you’ll need to create and top up your own personal cashless account.

When you arrive to the festival, our team will exchange your ticket for a special wristband that’s registered to you - think of it like your bank card for the day!

When you want to pay for food, drink or any other festi-fodder you just need to tap your wristband against the card machines (like you would with a contactless card or with your contactless mobile pay). When you've been given your wristband you will use the number on the tag to set up an account if you need to, and top up. It's easy!

If you don’t create an account before the festival you can still do it once you arrive.

 

Do I need to use wristband payments?

Yes. All payments will need to be made using the cashless system. None of the food stalls, bars or feasting restaurants will accept cash or card, so the more wristband-ready you are, the better! 

 

Why set up a Personal Account before?

So you can focus more on garden-grooving, and less on the boring bits. Setting up a Personal Account before means you can pre-load your Wristband with cash, set recurring top ups for the day and simply not worry about finding Top Up Stations when your tummy is rumbling.

Topping up with your Personal Account before the festival also means your unspent money will be automatically refunded - one less thing to think about!

You are still able to claim back unspent money that you load onto your wristband if you only use the Top Up Stalls on-site, however you will need to fill in an online manual refund form within the week after the festival has finished - no brainer right?!

 

 

SETTING UP YOUR CASHLESS ACCOUNT

How do I create my cashless account?

Visit the cashless page on the website

Input an email address and password to create your account

Enter your ticket barcode number (this is in the number listed above the QR code)

Type in your card details

Top up the amount you wish

You will need to tick the box to save your card details to receive the automatic refund.

You can set up your Cashless Personal Account here.

 

How can I add more tickets to my account?

Ticket purchase and Personal Accounts are separate. If you have bought multiple tickets on your email, you can distribute your tickets to your friends where they can set up their own personal accounts to add money here.

If you need to register multiple tickets please create as many accounts as necessary using a different email address for each of them. Only 1 ticket can be linked per email address.

If you want to register your ticket as a family and have a main account holder who will distribute money among multiple tickets, please read below:

 

Do I have to create a different cashless account for each of my children / friends / family attending?

No. You can create a wallet inside your own cashless account and put money on friends or families’ wristbands.

Log into your account

Click add wallet +

Enter the name of this wallet – ie “Tim’s’’ wallet if your child is called Tim

Add his ticket barcode number (the number which is listed above the QR code)

Top up the amount you wish

 

I bulk bought tickets – how do we top up?

To add money independently, each ticket must be registered to a personal cashless account separately using different email addresses. See above for more details.

 

How can I register my account during the festival?

All you need to do is follow the steps above, there will be QR codes located around the festival to assist you with your top up.

 

Do I have to register with my personal information?

Yes, your personal information will be used for transaction purposes, your details will not be passed onto any third parties or used for marketing purposes unless you opt-in. You can read more about our privacy policy here.

 

Someone else bought my ticket, can I create a personal account?

Yes, this is not a problem. All you need to do is set up a cashless account and enter your ticket number (this is the number listed above the QR code).

 

My ticket number won’t let me register, what do I do?

If this is not working it is possible that your ticket number is still not yet known in the cashless system. If this does not work within 24 hours, please contact info@smokedanduncut.com to resolve the issue.

 

When do I receive my wristband?

When you arrive at the festival our S&U festival staff will scan your ticket and a wristband to link them together. This will automatically apply your cashless credit to the wristband and your ready to go and explore!

 

TOP UP / BALANCE

How can I top up my wristband when I’m at the festival?

  1. There will be QR codes dotted around the festival site, by scanning the QR codes on your mobile device it will take you to the cashless page to create a cashless account and top up with cashless credit. – Unless you tick the box to save card details you will not receive an automatic refund
  2. You can top up by cash or card at the festival at one of our top up stands. Remember, if you only top up on-site at the Top Up Station, these funds will not get automatically refunded and you will need to fill out a manual refund form to claim this money back. Please see below details of refunds if you top up both in your Personal Account and on-site.

 

What’s an automatic top-up?

Automatic top-ups are automatically renewed each time your balance goes below zero during the festival. You can enable this option in your personal account in advance, which means less time worrying about topping up and more time for festi-fun! You can also set a limit on the number of times your automatic top-up applies.

 

How do automatic cashless top ups work?

Once you are logged into your cashless account, you have the option to select auto-top up. When your account drops to under a certain amount, it will automatically top up the specific amount you’ve requested. This means you can dance the day away and not worry about topping up. You will also be set up for the automatic refund for any unspent cashless credit after the festival.

 

Can I top-up multiple wristbands with the same account?

No, both the account and your wristband are personal and you can have only one single wristband related to each account. If you need to top-up multiple wristbands, please create as many accounts as necessary using a different email address for each of them. 

However, if you register your tickets and account as a Family Account, the main account holder can distribute money between the registered ticket holders. Please note only the main account holder can top up your money. 

 

How much should I top up my wristband with?

You can charge your wristband with the amount that you want, but we suggest you put enough money for your entire visit, as this will allow you to save time in queues and avoid having to go back to the top-up point again if you run out of money.

For security reasons, the maximum you can top up in advance and on the festival day is £500.

 

Does my wristband have an expiration date?

Your wristband will be valid for the entire duration of the festival and you can use it as many times as you want. Your credits cannot be transferred to another festival.

 

What happens if I don't have enough credit on my wristband?

If the balance on your wristband is too low, unfortunately you won’t be able to purchase your goodies. There will be top up QR codes located at each stall so you can quickly top up and continue with your purchase. To avoid queues, you can top up online too in your personal account. We highly recommend registering before the festival and selecting Auto Top Up online. This means you'll never need to top-up during the festival, as your balance will update automatically.

 

What if I have doubts about my balance?

At each Food Stall and Bar and before/after each transaction, you can check the remaining balance on your wristband. If you have doubts about any past transactions, you can go to the Tourist Information Stall and speak to one of the team and ask for your transaction history. You can also turn to your personal account for this as well. 

 

ON THE DAY

 

Can I top up with cash or cards at the festival?

If you want to top up your Wristband on-site there will be QR codes dotted around the festival, you can visit our Top Up Station or do this through your Personal Account on your mobile device. Our Top Up Stations take both cash and card. Though if you want to spend more time dancing and less time worrying about topping up, you can pre-load your Personal Account (in the box at the top of the page) before you arrive at the festival. You can top up any amount on the day.

Remember, if you only top up on-site at the Top Up Station, these funds will not get automatically refunded and you will need to fill out a manual refund form to claim this money back. Please see below details of refunds if you top up both in your Personal Account and on-site.

 

What if I lose my wristband?

Your cashless account is linked to your wristband, you can block it by visiting the information point onsite. You can get a new wristband which will be credited with the balance of the chip you have blocked. If you do not create an account, blocking your wristband is impossible as we won’t have the unique reference number. Please note, if you are given a new wristband, you will not be set up for an automatic refund as your cashless account is no longer connected.

 

How can I monitor my children / friends/ family spending?

You can manage multiple people’s wristbands on your account – enabling you to top up your wallet’s accounts and see their spending history.

Under 18s won’t be allowed to buy alcohol but will be able to enjoy a degree of independence within the safe confines of the festival.

After the festival: Your credit card remains registered for all the wallets so you will have to ask for “request a refund” for each wallet you have added.

 

How can I check my wristbands balance?

You can check your balance at each Food Stall and Bar, at the Top Up Stalls or on your personal online account.

 

What if the Food Stall or Bar charges an incorrect amount?

If you think you have been charged an incorrect amount after having made a purchase, tell the staff member who charged you immediately and they will be able to contact a senior team member to issue a refund.

 

REFUNDS

 

What about refunds?

Automatic refunds - if you topped up through your personal account

To make the experience even more user-friendly, if you register an online personal account and top up online, you will now be able to receive a fully automatic refund of any money you don't spend at the festival! This service will refund you directly back to your credit or debit card. Once you've set up your account, you don't need to do anything further to activate your refund - it will happen all by itself as if by magic.

Automatic refunds will be initiated on Monday at 9am after the event and you can expect to receive funds between 7-10 working days, depending on your bank.

Please note you must save your card details when topping up online to ensure you receive an automatic refund. Without saving the card details Weezevent won't be able to action an automatic refund, as there won't be any card details saved to send the funds to.

If you have set up a personal account and topped up online, but then also top up further at the festival using cash or card, this will also be refunded.

You will also be given the opportunity to donate any remaining funds, or a part of your remaining funds, towards our three chosen charities on the Sunday after the festival. We will be splitting any donations equally between Hospitality Action, Action Against Hunger and WaterAid.

 

Manual refunds - if you have only topped up at a Top Up Station

If you topped up at a Top Up Station at Smoked & Uncut with cash or card and did not create an online personal account, you will need to retrospectively create one to get any unspent money refunded. We will be in touch on the Monday after the festival to remind you to claim your refund. You will have 14 days after the festival to claim this and will need your Wristband to set up your personal account.

WE REPEAT, DO NOT THROW AWAY YOUR WRISTBAND! TAKE A PHOTO OR MAKE A NOTE OF THE NUMBERS ON THE BACK. YOU WILL NOT BE ABLE TO CLAIM ANY ON-SITE TOP UP AMOUNTS WITHOUT THIS.

If you’ve set up a personal account before the festival but not added any money to your account in advance, but topped up by cash or card once at the festival you’ll have to complete a manual refund to get your money back.

You will also be given the opportunity to donate any remaining funds, or a part of your remaining funds, towards our three chosen charities before Tuesday at midday. We will be splitting any donations equally between Hospitality Action, Action Against Hunger and WaterAid.

Once the 14 day refund period has passed, any unclaimed refund amounts will be donated to charity.

Please note that you are responsible for providing Smoked & Uncut the correct information.

 

How do I claim back a refund of my cashless account?

  1. Log into your cashless account and check if your card details have been saved and if the automatic refund is being processed.
  2. If your refund is not being processed it is more than likely you have not saved your card details and therefore there is no card for any unspent funds to be returned to.
  3. If you have topped up at the Top Up Stand in the festival – please note you will need to create a cashless account and submit a refund request
  4. To submit a refund request, press the refund button in your cashless account. You may need to input your wristband number (located at the back of your wristband) or your ticket barcode number (listed above the QR code on your general admission festival ticket.
  5. Type in your card details
  6. Please expect the refund within 5-10 working days after the festival – we apologise as we receive a high volume of refund requests
  7. You will also be given the opportunity to donate any remaining funds, or a part of your remaining funds, towards our three chosen charities on the Sunday after the festival. We will be splitting any donations equally between Hospitality Action, Action Against Hunger and WaterAid.
  8. You have 14 days after the event has finished to claim any unspent cashless credit
  9. Once the 14 day refund period has passed, any unclaimed refund amounts will be donated to charity.

 

Will there be a transaction fee?

No there will be no refund transaction fee.

 

The refund period has passed, can I still get a refund?

The length of the refund period has been set up and communicated in advance by Weezevent. Unfortunately, if the period has passed, refunds cannot be processed anymore.

 

Where can I find a list of all items paid for?

In your personal account you can find a history of all the items you paid for during the festival.

 

I lost/had to cancel my card which I topped up my personal account with - can I still claim a refund?

Unfortunately, you will be unable to claim a refund onto any other payment method other than the one registered with your personal account.

 

I was unable to attend - how can I claim a refund on my personal account balance?

Please email tickets@smokedanduncut.com

 

Who do I contact if I’m having issues?

If you are having any account or Weezevent related issues/queries please email info@smokedanduncut.com

 

Will someone be there to help me if I get stuck?

There will be plenty of cashless support S&U staff who can help you if you need it on the day!

 

You can view here the Terms and Conditions and Privacy Policy for the Cashless System at Smoked & Uncut with Weezevent.

 

Have more questions?

General info email: info@smokedanduncut.com

General press email: press@smokedanduncut.com

For Festival Enquiries please call us on 0345 225 9494 for festivals at THE PIG or 023 8028 7177 for the festival at Lime Wood.