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Frequently asked questions

Frequently asked questions related to the corona crisis

Below you will find an answer to some frequently asked questions about the corona crisis and what the consequences are for your tickets.
 

I have tickets to an event that is postponed. What now?

If an event is postponed to a new date, all ticket buyers will be notified by Tele Ticket Service via e-mail. Tickets remain valid for the new date.

I have tickets for an event that is postponed to a date yet to be determined. What now?

If an event is moved and the new date is not yet known, all ticket buyers will be notified by Tele Ticket Service via e-mail. Be sure to keep your tickets up to date. As soon as the new date is known, you will be notified via email and the previous question will apply.

I have a VIP Experience for an event that has been rescheduled due to the corona crisis. What now?

If an event is postponed to a new date, all ticket buyers will be notified by e-mail by the VIP Hospitality team of Sportpaleis Group. VIP Experience tickets remain valid for the new date, just like regular tickets.

If an event is postponed and the new date is not yet known, all ticket buyers will be notified via e-mail. As soon as the new date is known, you will receive another e-mail with information from the VIP Hospitality team of Sportpaleis Group. 

If you have any questions regarding your VIP Experience, you can call +32 3 400 40 44 during office hours or send an e-mail to vip@sportpaleisgroup.be.

I have tickets for an event that is not in the list of event updates. What does this mean?

If the event for which you have tickets is not listed, chances are that the event will take place as planned. We will keep this page as up to date as possible. So be sure to keep an eye on this overview.

What about refunds for moved events?

The consequences of the corona crisis weigh heavily on the events sector. Nathalie Muylle, Minister of Work, Economy and Consumers, has therefore taken a number of measures to help the sector pass this period. Read more about the arrangements made regarding the reimbursement of tickets.

I have tickets or a VIP Experience to an event that has been cancelled (or a/the new date is not yet known). What now?

If an event is cancelled, all ticket buyers will be notified by Tele Ticket Service via e-mail with the necessary refund information.

If you have booked a VIP Experience for this event, you will be informed by the VIP Hospitality team of Sportpaleis Group with the necessary refund information. If you have any questions regarding your VIP Experience, you can call +32 3 400 40 44 during office hours or send an e-mail to vip@sportpaleisgroup.be.

I did not receive any mail from Tele Ticket Service regarding the relocation or cancellation of the event for which I have tickets. What do I do then?

Be sure to check your spam filter. If you did not buy your ticket(s) directly from Tele Ticket Service, you will of course not receive any further communication.
Keep an eye on the page with updates regarding events. You can also go to the detail page of the event on our website for additional information.

I want to request a refund for my tickets. What now?

If an event takes place as planned, no refund is possible.

Read more about the arrangements made regarding the reimbursement of tickets.

When can I expect my refund?

We will process your request within 90 calendar days. If your application is accepted, you will receive the reimbursement within three months after the lifting of the exceptional measure (currently foreseen on September 20 2020). 

Did you buy more than 20 tickets for an event through a group purchase?

If you bought more than 20 tickets for an event through a group purchase, we advise you to contact the group sales department of Sportpaleis Group. This way, we can assist you quickly and personally. Call +32 3 400 40 47 during office hours. Or send an email to groepen@sportpaleisgroep.be.

What does the 1 euro donation option mean in the ticket ordering process?

LIVE2020 is a solidarity fund for the live music sector. In the ordering process of some concerts you can now choose the option to donate, starting from, 1 euro to this fund. This fund is an addition to the existing and future measures of the government, to support the live music sector and to be there for you again soon. More information.

Read the Ministerial Decree of 20 March 2020 (Dutch) + amendment of 7 April 2020


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