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General Terms & Conditions Cashless

Article 1: General

“Cashless payments” is the payment method used during the Festival. The Organization reserves the right to allow other payment methods, such as cash payments and/or payments through other electronic devices.
«Pearl» is the official currency at the Festival. The value of the “Pearl” is €1,60. The Visitor can buy «Pearls» through the Tomorrowland Cashless system by a top-up online or a top-up at DreamVille or at Tomorrowland. 
Through an online “top-up” transaction on the website or by entering the Festival the visitor automatically accepts the Cashless Terms and Conditions set herein.
The Organization cannot be held liable if the cashless system does not operate, does not operate without defects, or only partially operates during the Festival. In that case the Organization will provide a back-up scenario for the visitor.

Article 2: TRANSACTION DISPUTES

2.1 Top-up transactions

All disputes regarding online top-up transactions should be reported immediately with a notification to cashlessrefunds@tomorrowland.com. Complaints related to online transactions will solely be accepted at the latest 3 months after the Festival. The visitor is prompted to add the necessary supporting documents when communicating with the Festival Organization.
Disputes about top-up transaction made at the Festival should be reported by the visitor to a Cashless Customer Service point at the Festival, as well as to this email address: cashlessrefunds@tomorrowland.com. The Organization reserves the right to decline the dispute if no proof or documentation regarding the disputed transaction is submitted. The visitor can track all top up transaction in his online Cashless account.

2.2 Other transactions

All other transaction disputes need to be reported as soon as possible at the Cashless Customer Service point at Tomorrowland or at DreamVille.

Article 3: LOSS OR THEFT OF THE VALUE SUPPORT

The visitor remains at all times responsible for his cashless support (bracelet or cashless card) onto which the ‘Pearls’ were topped-up. The Organization cannot be held responsible in case of loss or theft.
In case of loss or theft, the visitor can deactivate his cashless support by accessing his online cashless account or by visiting a Cashless Customer Service point at the Festival.

Article 4: REFUNDS

Cashless ‘Pearls’, excluding «Bonus ‘Pearls’» and «Pearls pre-loaded by the Organization» are only refundable after the Festival. Hence, the Organization will not refund any Pearls during the Festival (even in cases when a visitor’s access to the Festival site is denied).
All cashless refunds are subject to a refund fee of 2 Pearls.
In case of a back-up scenario, the Organization will suggest an alternative method of payment to the visitor. The Organization reserves the right to not carry out «Pearls» refunds.

4.1 Automatic refunds

There will be an automatic refund for all online top-ups or transactions through the website implemented through international brands. The international brands are: Bancontact, iDeal, VISA and MasterCard. The Organization reserves the right to add or remove payment methods, if necessary.
The Organization will strive to initiate automatic refunds within a period of 7 days following the end of the Festival. The timing is subject to possible delays which may occur beyond the control of the Organization. The refunds will be conducted by the same payment method which was used for the online top-up. The timing when the payment is visible on the account statement from the electronic payment provider depends on the currency, the country and the necessary processing time where the payment provider is established.
Refunds that qualify for automatic refund happen automatically. The Organization is not able to manually block certain payments nor change the payment method of the refund.

4.2 Manual refunds

Manual refunds will apply for all amounts which were topped-up during the Festival.
Manual refunds can be requested until Thursday, August 15 2019, 23h59 CET. Requests for refunds after this date will not be taken into account. The Organisation advises all visitors to make maximum use of online top-up.
The Organization will strive to initiate manual refunds within a period of 7 working days after the end of the period of registration for manual refunds. The timing is subject to possible delays which may occur beyond the will of the Organization. The refunds will be conducted through the payment method as indicated by the visitor on the "manual refund form".
Due to the fact that manual refunds are processed individually, there is a minimal processing time between notification from the cashless system and the effective payment, order of approximately three banking days. The Organization cannot be held liable within the minimal processing time. The processing time depends on the chosen method of refund.
The visitor is responsible for providing the Organization with the correct refund information. In case the visitor does not provide the Organization with the correct refund information, the Organization reserves the right not to carry out the refund.
NON SEPA refunds are subject to an additional bank fee of € 7,00 which will be deducted from the refundable deposit. These payments require an additional processing time of at least three bank working days and may additionally be subject to bank charges which are levied by the destination bank. These costs are paid by the visitor.

article 5: PAYMENT DATA HANDLING AND PRIVACY STATEMENTS

5.1 Ingenico

for Ingenico's privacy policy we refer you to https://payment-services.ingenico.com/be/en/cookie-policy.