Ticket & Shop FAQ

This post is also available in: Deutsch (German)

Please refer these FAQ for any issues. If you can’t find an answer, please feel free to write an E-Mail to support@pony-events.eu.

Support Forms:

At the event

This post is also available in: Deutsch (German)

No, cash payments would heavily slow down the check-in for all visitors and are therefore not accepted.

Even if we might accept cash payment due to special reasons, you will not be able to check-in before the opening ceremony starts.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

No, the ticket can also be presented on a smartphone or tablet. We only need to scan the QR or barcode.

Please mind that the check-in process is heavily slowed down if the barcode cannot be scanned properly.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

We do not sell day tickets in our online shop.

If the maximum capacity of the venue is not exceeded, we may sell day tickets at the box office.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Tickets will be sold at the box office as long as the maximum capacity of the venue is not exceeded.

Because the maximum capacity is limited due to safety regulations, we cannot guarantee that tickets will be available at the box office. Reservations are also not possible in any case.

Please also mind that the box office won’t be opened until all visitors are checked in, so usually not before the opening ceremony starts. 

This post is also available in: Deutsch (German)

Categories: At the event, General

Delivery

This post is also available in: Deutsch (German)

Yes, please contact support@pony-events.eu.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

After the payment has arrived, a download link will be sent to your e-mail address. You can download the ticket in PDF format there.

Tickets will not be shipped via mail. If you want your ticket shipped via mail, you will have to bear the shipping costs.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please check your spam or junk folder as the automatically generated e-mails are falsely recognized as spam by some spam filters.

If you can’t find the ticket, please use the “Lost Ticket” form in our shop to request another copy. If this does not work either, please contact us via support@pony-events.eu.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please check your spam or junk folder as the automatically generated e-mails are falsely recognized as spam by some spam filters.  

If you can’t find the ticket, please use the “Lost Ticket” form in our ticket shop. If this doesn’t work, pease contact support@pony-events.eu to request a copy.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

When paying with PayPal or credit card, the ticket will be delivered immediately after the payment is processed. Please check your spam or junk folder, as the generated e-mails are falsely recognized as spam by some spam filters.

If you pay via bank transfer, it may take up to 14 days to process your payment as all bank payments have to be processed manually. Please also mind that no payments can be processed on weekends or holidays.

This post is also available in: Deutsch (German)

General

This post is also available in: Deutsch (German)

Cancelations are possible up to 4 weeks prior to the event. After that, cancelations are no longer offered.

Orders may be canceled without a cancelation fee within 14 days from purchase. The legal right of revocation does not apply.

For later cancelations, a cancelation fee applies.

The cancelation fee is

  • 15,- € per ticket for standard tickets
  • 25,- € per ticket for packages with extra perks (3 months prior to the event)
  • 35,- € per ticket for packages with extra perks (less than 3 months prior to the event)

In special cases, we may waive the cancelation fee. Such cases could be

  • illnesses or other health conditions
  • unforseeable important personal or family events
  • unforseeable professional commitments
  • unforseeable commitments due to a voluntary service (e.g. Red Cross)

Tickets can also be transferred to another holder at any time.

To cancel a ticket, please fill out the Cancelation Form and name any reasons if necessary.

You will receive an answer within 14 days.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

For downgrades, the same regulations apply as for canceling a ticket.

Downgrades are therefore possible up to 4 weeks prior to the event. If the downgrade is requested later than 14 days after purchase, a cancelation fee may apply.

In case of a downgrade, the difference between the old and new ticket price (minus a possible cancelation fee) will be refunded.

For a downgrade, please fill out the Downgrade Form. You will receive an answer within usually 14 days.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Yes, please contact support@pony-events.eu.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

As announced on May 29th, GalaCon and Everfree Encore have been postponed to 2021.

  • What about already bought tickets?
    All tickets that have not been canceled, were automatically rebooked for 2021 on June 1st.
  • Do I need to rebook or chance my ticket?
    No, the old ticket is still valid for entry in 2021.
  • Can tickets still be refunded because of the Covid-19 Pandemic?
    In general, full refunds are no longer possible. It is still possible to change the ticket for a voucher. For more information or refunds because of special circumstances, please contact us.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

No, the ticket can also be presented on a smartphone or tablet. We only need to scan the QR or barcode.

Please mind that the check-in process is heavily slowed down if the barcode cannot be scanned properly.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

We do not sell day tickets in our online shop.

If the maximum capacity of the venue is not exceeded, we may sell day tickets at the box office.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

For ticket orders, this right of revocation does not apply.

The right of revocation for online or remote purchases is defined in § 312g of the German Civil Code (Bürgerliches Gesetzbuch – BGB).

Ticket purchases are excluded from this regulation (§ 312g (2) No. 9 BGB).  

According to our terms and conditions, we grant a right of revocation within 14 days of purchase as a gesture of goodwill. This right of revocation is only granted up to 4 weeks prior to the event.

For our Merchandise Shop, the right of revocation only applies if the purchased product is not sold within a fundraising campaign or is only produced on demand.

If goods are produced according to customer demand, the right of revocation also does not apply according to § 312g (2) No. 1 BGB.

Accommodation services are also excluded according to § 312g (2) No. 9 BGB.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

The German government has reduced the VAT rate from the period of July 1st to December 31st 2020. The VAT rates are now 16 % instead of 19 % resp. 5 % instead of 7 %.

However, this change does not affect our events which will take place in 2021.

The reduced VAT rates only apply if the service period is between July 1st and December 31st 2020. The relevant date is not the date of purchase or delivery of the ticket, but the actual date of the event.

This means that tickets for GalaCon 2021 and Everfree Encore 2021 will still be subject to the standard VAT rate of 19 % (7 % for accomodation fees). The prices will stay the same.

For merchandising purchased between July 1st and December 31st 2020 as well as tickets for the Series Anniversary on October 10th 2020, the reduced tax rate of 16 % applies.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please mind that all staff members are needed on-site during events for preparation and other tasks several days before the event starts. Therefore, incoming payments or requests cannot be processed in time.

We can only guarantee that payments which arrive 1 week prior to the event will be processed in time. If you make your payment later, please bring a receipt.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

After the payment has arrived, a download link will be sent to your e-mail address. You can download the ticket in PDF format there.

Tickets will not be shipped via mail. If you want your ticket shipped via mail, you will have to bear the shipping costs.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please use the “Lost Ticket” link in our ticket shop. If you have already bought a ticket, you will receive a copy, otherwise an error will occur.

If this doesn’t work or if you are still unsure, please contact support@pony-events.eu.

If you are unsure, please do not place another order but contact us first. If you accidentally order another ticket, you will have to pay the cancelation fee or even the full ticket price.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please use the form “Lost Ticket” in our ticket shop. If this does not work, please send an e-mail to support@pony-events.eu.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please refer to this site for any questions on privacy and data protection.

During the order process, we need your name, address, e-mail address and in some cases other data to order personalized goodies or to check if discounts apply. This data is necessary to fulfill contractual duties.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please refer to the event site and our ticket shop.

This post is also available in: Deutsch (German)

Categories: General, Payment

This post is also available in: Deutsch (German)

Please check first if your question is already listed on this FAQ page.

If not, you can contact the ticket support via support@pony-events.eu.

Please mind that all event staff works on a voluntary basis in their free-time and therefore cannot offer 24/7 immediate support.

This post is also available in: Deutsch (German)

Categories: General, Ticket Support

This post is also available in: Deutsch (German)

You can find all terms and conditions here.

For single events, special rules or regulations may apply. These are given on the event website.

This post is also available in: Deutsch (German)

Category: General

This post is also available in: Deutsch (German)

Tickets will be sold at the box office as long as the maximum capacity of the venue is not exceeded.

Because the maximum capacity is limited due to safety regulations, we cannot guarantee that tickets will be available at the box office. Reservations are also not possible in any case.

Please also mind that the box office won’t be opened until all visitors are checked in, so usually not before the opening ceremony starts. 

This post is also available in: Deutsch (German)

Categories: At the event, General

Merchandise Shop

This post is also available in: Deutsch (German)

As announced on May 29th, GalaCon and Everfree Encore have been postponed to 2021.

  • What about already bought tickets?
    All tickets that have not been canceled, were automatically rebooked for 2021 on June 1st.
  • Do I need to rebook or chance my ticket?
    No, the old ticket is still valid for entry in 2021.
  • Can tickets still be refunded because of the Covid-19 Pandemic?
    In general, full refunds are no longer possible. It is still possible to change the ticket for a voucher. For more information or refunds because of special circumstances, please contact us.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

The German government has reduced the VAT rate from the period of July 1st to December 31st 2020. The VAT rates are now 16 % instead of 19 % resp. 5 % instead of 7 %.

However, this change does not affect our events which will take place in 2021.

The reduced VAT rates only apply if the service period is between July 1st and December 31st 2020. The relevant date is not the date of purchase or delivery of the ticket, but the actual date of the event.

This means that tickets for GalaCon 2021 and Everfree Encore 2021 will still be subject to the standard VAT rate of 19 % (7 % for accomodation fees). The prices will stay the same.

For merchandising purchased between July 1st and December 31st 2020 as well as tickets for the Series Anniversary on October 10th 2020, the reduced tax rate of 16 % applies.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Vouchers and discount codes can be redeemed in our ticket shop during the payment process.

If you have already ordered a ticket, please contact support@pony-events.eu to request a partial refund.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please refer to this site for any questions on privacy and data protection.

During the order process, we need your name, address, e-mail address and in some cases other data to order personalized goodies or to check if discounts apply. This data is necessary to fulfill contractual duties.

This post is also available in: Deutsch (German)

Payment

This post is also available in: Deutsch (German)

Yes, please contact support@pony-events.eu.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

No, cash payments would heavily slow down the check-in for all visitors and are therefore not accepted.

Even if we might accept cash payment due to special reasons, you will not be able to check-in before the opening ceremony starts.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

For ticket orders, this right of revocation does not apply.

The right of revocation for online or remote purchases is defined in § 312g of the German Civil Code (Bürgerliches Gesetzbuch – BGB).

Ticket purchases are excluded from this regulation (§ 312g (2) No. 9 BGB).  

According to our terms and conditions, we grant a right of revocation within 14 days of purchase as a gesture of goodwill. This right of revocation is only granted up to 4 weeks prior to the event.

For our Merchandise Shop, the right of revocation only applies if the purchased product is not sold within a fundraising campaign or is only produced on demand.

If goods are produced according to customer demand, the right of revocation also does not apply according to § 312g (2) No. 1 BGB.

Accommodation services are also excluded according to § 312g (2) No. 9 BGB.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

The German government has reduced the VAT rate from the period of July 1st to December 31st 2020. The VAT rates are now 16 % instead of 19 % resp. 5 % instead of 7 %.

However, this change does not affect our events which will take place in 2021.

The reduced VAT rates only apply if the service period is between July 1st and December 31st 2020. The relevant date is not the date of purchase or delivery of the ticket, but the actual date of the event.

This means that tickets for GalaCon 2021 and Everfree Encore 2021 will still be subject to the standard VAT rate of 19 % (7 % for accomodation fees). The prices will stay the same.

For merchandising purchased between July 1st and December 31st 2020 as well as tickets for the Series Anniversary on October 10th 2020, the reduced tax rate of 16 % applies.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Tickets have to be paid within 14 days from purchase. After that, you might receive a payment reminder.

The ticket has to be paid prior to the event. All unpaid tickets will be canceled as soon as the venue opens.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please contact us as soon as possible via e-mail to make an arrangement. 

After the payment term is exceeded, orders will not be canceled. You will receive a payment reminder as you have placed a binding order.

If you do not react to this payment reminder, dunning costs may be raised.

In your own interest, please contact us as soon as possible to avoid unnecessary expenses and effort.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please refer to the event site and our ticket shop.

This post is also available in: Deutsch (German)

Categories: General, Payment

Returns, Cancelations and Changes

This post is also available in: Deutsch (German)

In general, tickets are personalized and not transferable.

If you want to transfer a ticket to another person or to buy a ticket as a gift, please use this form to request a change of the ticket holder.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Cancelations are possible up to 4 weeks prior to the event. After that, cancelations are no longer offered.

Orders may be canceled without a cancelation fee within 14 days from purchase. The legal right of revocation does not apply.

For later cancelations, a cancelation fee applies.

The cancelation fee is

  • 15,- € per ticket for standard tickets
  • 25,- € per ticket for packages with extra perks (3 months prior to the event)
  • 35,- € per ticket for packages with extra perks (less than 3 months prior to the event)

In special cases, we may waive the cancelation fee. Such cases could be

  • illnesses or other health conditions
  • unforseeable important personal or family events
  • unforseeable professional commitments
  • unforseeable commitments due to a voluntary service (e.g. Red Cross)

Tickets can also be transferred to another holder at any time.

To cancel a ticket, please fill out the Cancelation Form and name any reasons if necessary.

You will receive an answer within 14 days.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Yes, this is possible. Please use this form to request changes.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

For downgrades, the same regulations apply as for canceling a ticket.

Downgrades are therefore possible up to 4 weeks prior to the event. If the downgrade is requested later than 14 days after purchase, a cancelation fee may apply.

In case of a downgrade, the difference between the old and new ticket price (minus a possible cancelation fee) will be refunded.

For a downgrade, please fill out the Downgrade Form. You will receive an answer within usually 14 days.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

As announced on May 29th, GalaCon and Everfree Encore have been postponed to 2021.

  • What about already bought tickets?
    All tickets that have not been canceled, were automatically rebooked for 2021 on June 1st.
  • Do I need to rebook or chance my ticket?
    No, the old ticket is still valid for entry in 2021.
  • Can tickets still be refunded because of the Covid-19 Pandemic?
    In general, full refunds are no longer possible. It is still possible to change the ticket for a voucher. For more information or refunds because of special circumstances, please contact us.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please use the “Lost Ticket” link in our ticket shop. If you have already bought a ticket, you will receive a copy, otherwise an error will occur.

If this doesn’t work or if you are still unsure, please contact support@pony-events.eu.

If you are unsure, please do not place another order but contact us first. If you accidentally order another ticket, you will have to pay the cancelation fee or even the full ticket price.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Vouchers and discount codes can be redeemed in our ticket shop during the payment process.

If you have already ordered a ticket, please contact support@pony-events.eu to request a partial refund.

This post is also available in: Deutsch (German)

Terms and Conditions

This post is also available in: Deutsch (German)

Cancelations are possible up to 4 weeks prior to the event. After that, cancelations are no longer offered.

Orders may be canceled without a cancelation fee within 14 days from purchase. The legal right of revocation does not apply.

For later cancelations, a cancelation fee applies.

The cancelation fee is

  • 15,- € per ticket for standard tickets
  • 25,- € per ticket for packages with extra perks (3 months prior to the event)
  • 35,- € per ticket for packages with extra perks (less than 3 months prior to the event)

In special cases, we may waive the cancelation fee. Such cases could be

  • illnesses or other health conditions
  • unforseeable important personal or family events
  • unforseeable professional commitments
  • unforseeable commitments due to a voluntary service (e.g. Red Cross)

Tickets can also be transferred to another holder at any time.

To cancel a ticket, please fill out the Cancelation Form and name any reasons if necessary.

You will receive an answer within 14 days.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

For downgrades, the same regulations apply as for canceling a ticket.

Downgrades are therefore possible up to 4 weeks prior to the event. If the downgrade is requested later than 14 days after purchase, a cancelation fee may apply.

In case of a downgrade, the difference between the old and new ticket price (minus a possible cancelation fee) will be refunded.

For a downgrade, please fill out the Downgrade Form. You will receive an answer within usually 14 days.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

As announced on May 29th, GalaCon and Everfree Encore have been postponed to 2021.

  • What about already bought tickets?
    All tickets that have not been canceled, were automatically rebooked for 2021 on June 1st.
  • Do I need to rebook or chance my ticket?
    No, the old ticket is still valid for entry in 2021.
  • Can tickets still be refunded because of the Covid-19 Pandemic?
    In general, full refunds are no longer possible. It is still possible to change the ticket for a voucher. For more information or refunds because of special circumstances, please contact us.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

For ticket orders, this right of revocation does not apply.

The right of revocation for online or remote purchases is defined in § 312g of the German Civil Code (Bürgerliches Gesetzbuch – BGB).

Ticket purchases are excluded from this regulation (§ 312g (2) No. 9 BGB).  

According to our terms and conditions, we grant a right of revocation within 14 days of purchase as a gesture of goodwill. This right of revocation is only granted up to 4 weeks prior to the event.

For our Merchandise Shop, the right of revocation only applies if the purchased product is not sold within a fundraising campaign or is only produced on demand.

If goods are produced according to customer demand, the right of revocation also does not apply according to § 312g (2) No. 1 BGB.

Accommodation services are also excluded according to § 312g (2) No. 9 BGB.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please use the “Lost Ticket” link in our ticket shop. If you have already bought a ticket, you will receive a copy, otherwise an error will occur.

If this doesn’t work or if you are still unsure, please contact support@pony-events.eu.

If you are unsure, please do not place another order but contact us first. If you accidentally order another ticket, you will have to pay the cancelation fee or even the full ticket price.

This post is also available in: Deutsch (German)

Ticket Booking

This post is also available in: Deutsch (German)

In general, tickets are personalized and not transferable.

If you want to transfer a ticket to another person or to buy a ticket as a gift, please use this form to request a change of the ticket holder.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Yes, this is possible. Please use this form to request changes.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Yes, please contact support@pony-events.eu.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

No, cash payments would heavily slow down the check-in for all visitors and are therefore not accepted.

Even if we might accept cash payment due to special reasons, you will not be able to check-in before the opening ceremony starts.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

As announced on May 29th, GalaCon and Everfree Encore have been postponed to 2021.

  • What about already bought tickets?
    All tickets that have not been canceled, were automatically rebooked for 2021 on June 1st.
  • Do I need to rebook or chance my ticket?
    No, the old ticket is still valid for entry in 2021.
  • Can tickets still be refunded because of the Covid-19 Pandemic?
    In general, full refunds are no longer possible. It is still possible to change the ticket for a voucher. For more information or refunds because of special circumstances, please contact us.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

We do not sell day tickets in our online shop.

If the maximum capacity of the venue is not exceeded, we may sell day tickets at the box office.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

The German government has reduced the VAT rate from the period of July 1st to December 31st 2020. The VAT rates are now 16 % instead of 19 % resp. 5 % instead of 7 %.

However, this change does not affect our events which will take place in 2021.

The reduced VAT rates only apply if the service period is between July 1st and December 31st 2020. The relevant date is not the date of purchase or delivery of the ticket, but the actual date of the event.

This means that tickets for GalaCon 2021 and Everfree Encore 2021 will still be subject to the standard VAT rate of 19 % (7 % for accomodation fees). The prices will stay the same.

For merchandising purchased between July 1st and December 31st 2020 as well as tickets for the Series Anniversary on October 10th 2020, the reduced tax rate of 16 % applies.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please mind that all staff members are needed on-site during events for preparation and other tasks several days before the event starts. Therefore, incoming payments or requests cannot be processed in time.

We can only guarantee that payments which arrive 1 week prior to the event will be processed in time. If you make your payment later, please bring a receipt.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Tickets have to be paid within 14 days from purchase. After that, you might receive a payment reminder.

The ticket has to be paid prior to the event. All unpaid tickets will be canceled as soon as the venue opens.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

After the payment has arrived, a download link will be sent to your e-mail address. You can download the ticket in PDF format there.

Tickets will not be shipped via mail. If you want your ticket shipped via mail, you will have to bear the shipping costs.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please use the “Lost Ticket” link in our ticket shop. If you have already bought a ticket, you will receive a copy, otherwise an error will occur.

If this doesn’t work or if you are still unsure, please contact support@pony-events.eu.

If you are unsure, please do not place another order but contact us first. If you accidentally order another ticket, you will have to pay the cancelation fee or even the full ticket price.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Vouchers and discount codes can be redeemed in our ticket shop during the payment process.

If you have already ordered a ticket, please contact support@pony-events.eu to request a partial refund.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please use the form “Lost Ticket” in our ticket shop. If this does not work, please send an e-mail to support@pony-events.eu.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please contact us as soon as possible via e-mail to make an arrangement. 

After the payment term is exceeded, orders will not be canceled. You will receive a payment reminder as you have placed a binding order.

If you do not react to this payment reminder, dunning costs may be raised.

In your own interest, please contact us as soon as possible to avoid unnecessary expenses and effort.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please check your spam or junk folder as the automatically generated e-mails are falsely recognized as spam by some spam filters.  

If you can’t find the ticket, please use the “Lost Ticket” form in our ticket shop. If this doesn’t work, pease contact support@pony-events.eu to request a copy.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please refer to this site for any questions on privacy and data protection.

During the order process, we need your name, address, e-mail address and in some cases other data to order personalized goodies or to check if discounts apply. This data is necessary to fulfill contractual duties.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

When paying with PayPal or credit card, the ticket will be delivered immediately after the payment is processed. Please check your spam or junk folder, as the generated e-mails are falsely recognized as spam by some spam filters.

If you pay via bank transfer, it may take up to 14 days to process your payment as all bank payments have to be processed manually. Please also mind that no payments can be processed on weekends or holidays.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Some packages include a ticket. We need the size to order the t-shirts in adequate numbers per size.

This post is also available in: Deutsch (German)

Category: Ticket Booking

Ticket Support

This post is also available in: Deutsch (German)

In general, tickets are personalized and not transferable.

If you want to transfer a ticket to another person or to buy a ticket as a gift, please use this form to request a change of the ticket holder.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Cancelations are possible up to 4 weeks prior to the event. After that, cancelations are no longer offered.

Orders may be canceled without a cancelation fee within 14 days from purchase. The legal right of revocation does not apply.

For later cancelations, a cancelation fee applies.

The cancelation fee is

  • 15,- € per ticket for standard tickets
  • 25,- € per ticket for packages with extra perks (3 months prior to the event)
  • 35,- € per ticket for packages with extra perks (less than 3 months prior to the event)

In special cases, we may waive the cancelation fee. Such cases could be

  • illnesses or other health conditions
  • unforseeable important personal or family events
  • unforseeable professional commitments
  • unforseeable commitments due to a voluntary service (e.g. Red Cross)

Tickets can also be transferred to another holder at any time.

To cancel a ticket, please fill out the Cancelation Form and name any reasons if necessary.

You will receive an answer within 14 days.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Yes, this is possible. Please use this form to request changes.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

For downgrades, the same regulations apply as for canceling a ticket.

Downgrades are therefore possible up to 4 weeks prior to the event. If the downgrade is requested later than 14 days after purchase, a cancelation fee may apply.

In case of a downgrade, the difference between the old and new ticket price (minus a possible cancelation fee) will be refunded.

For a downgrade, please fill out the Downgrade Form. You will receive an answer within usually 14 days.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Yes, please contact support@pony-events.eu.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

As announced on May 29th, GalaCon and Everfree Encore have been postponed to 2021.

  • What about already bought tickets?
    All tickets that have not been canceled, were automatically rebooked for 2021 on June 1st.
  • Do I need to rebook or chance my ticket?
    No, the old ticket is still valid for entry in 2021.
  • Can tickets still be refunded because of the Covid-19 Pandemic?
    In general, full refunds are no longer possible. It is still possible to change the ticket for a voucher. For more information or refunds because of special circumstances, please contact us.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

No, the ticket can also be presented on a smartphone or tablet. We only need to scan the QR or barcode.

Please mind that the check-in process is heavily slowed down if the barcode cannot be scanned properly.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please mind that all staff members are needed on-site during events for preparation and other tasks several days before the event starts. Therefore, incoming payments or requests cannot be processed in time.

We can only guarantee that payments which arrive 1 week prior to the event will be processed in time. If you make your payment later, please bring a receipt.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Tickets have to be paid within 14 days from purchase. After that, you might receive a payment reminder.

The ticket has to be paid prior to the event. All unpaid tickets will be canceled as soon as the venue opens.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

After the payment has arrived, a download link will be sent to your e-mail address. You can download the ticket in PDF format there.

Tickets will not be shipped via mail. If you want your ticket shipped via mail, you will have to bear the shipping costs.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please use the “Lost Ticket” link in our ticket shop. If you have already bought a ticket, you will receive a copy, otherwise an error will occur.

If this doesn’t work or if you are still unsure, please contact support@pony-events.eu.

If you are unsure, please do not place another order but contact us first. If you accidentally order another ticket, you will have to pay the cancelation fee or even the full ticket price.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please use the form “Lost Ticket” in our ticket shop. If this does not work, please send an e-mail to support@pony-events.eu.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please contact us as soon as possible via e-mail to make an arrangement. 

After the payment term is exceeded, orders will not be canceled. You will receive a payment reminder as you have placed a binding order.

If you do not react to this payment reminder, dunning costs may be raised.

In your own interest, please contact us as soon as possible to avoid unnecessary expenses and effort.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please check your spam or junk folder as the automatically generated e-mails are falsely recognized as spam by some spam filters.

If you can’t find the ticket, please use the “Lost Ticket” form in our shop to request another copy. If this does not work either, please contact us via support@pony-events.eu.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please check your spam or junk folder as the automatically generated e-mails are falsely recognized as spam by some spam filters.  

If you can’t find the ticket, please use the “Lost Ticket” form in our ticket shop. If this doesn’t work, pease contact support@pony-events.eu to request a copy.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

When paying with PayPal or credit card, the ticket will be delivered immediately after the payment is processed. Please check your spam or junk folder, as the generated e-mails are falsely recognized as spam by some spam filters.

If you pay via bank transfer, it may take up to 14 days to process your payment as all bank payments have to be processed manually. Please also mind that no payments can be processed on weekends or holidays.

This post is also available in: Deutsch (German)

This post is also available in: Deutsch (German)

Please check first if your question is already listed on this FAQ page.

If not, you can contact the ticket support via support@pony-events.eu.

Please mind that all event staff works on a voluntary basis in their free-time and therefore cannot offer 24/7 immediate support.

This post is also available in: Deutsch (German)

Categories: General, Ticket Support

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