MERCHANDISENEWSLETTERFAQs


– DWP STATEMENT –

There are no pre-existing guidelines for what festivals should be doing during this unprecedented time.  Like the rest of the music industry, we continue to assess new information and make the best-educated decisions possible.  We know you have been anxious for updates from us and we are at a point where we can answer many of your questions about how each of our festivals may be affected by COVID-19.  

We are crushed to say that Epicenter has been canceled due to the governmental restrictions on mass gatherings.  We respect these directives and recognize they are in the best interest of the greater good, as well as the health and safety of our fans, musicians, partners, and staff.  Before accepting this fate, we worked really hard to try to reschedule the festivals. Unfortunately, scheduling conflicts, venue availabilities and a number of other factors out of our control made postponing impossible.  Make no mistake, we will return in May 2021 bigger and stronger than ever!

Let’s be perfectly clear — FULL REFUNDS will be available to everyone who has purchased passes to Epicenter.  

In addition to offering refunds, many of you have said that you would prefer to apply your 2020 purchases towards next year or exchange your pass for another one of our 2020 festivals.   Based on your feedback, we are offering pass holders three options: 

(1) Full refund (must be requested by April 26, 2020)

(2) Defer your pass to 2021

(3) Exchange your pass for another 2020 DWP festival (note that if you do not request a refund or exchange by April 26, your pass will automatically be deferred to 2021)

Complete details have been emailed out to purchasers, if you did not receive, please email us at info@epicenterfestival.com ASAP.  

We want to thank you for your continued loyalty and support.  We are blessed to have such an amazing Festival Family, and together, as a community, we will get through this.  Please stay safe and look out for each other.  

For any further questions, please drop us a line at info@epicenterfestival.com

With Love, 
Team DWP

Refund & Deferral FAQs

WHEN WILL I RECEIVE DETAILS ON WHAT TO DO WITH MY 2020 PASSES?

Emails with complete details on refunds were sent out in late March. If you did not receive, please read through our FAQ’s to further assist you. Note the deadline to request your refund is April 26.

HOW DO I REQUEST A REFUND?

If you would like to request a full refund, please follow these steps:

  • Log into your Front Gate account
  • Select “Order History” under the “Your Account” tab in the navigation bar
  • Select “View Order Detail” on the order number you wish to have refunded
  • Click “Request Refund”
    • Funds will be deposited within 30 days of request
    • If a refund is selected, ALL purchases within the confirmation number will be refunded (i.e. camping, parking, t-shirts)

**All refunds must be requested by April 26, 2020***

HOW DO I DEFER MY PASS(ES) TO 2021?

If you do not request a refund by the deadline (April 26) your passes will be automatically deferred to 2021.

I REQUESTED AN EXCHANGE TO LOUDER THAN LIFE AND NOW IT IS CANCELLED.

Thank you for your patience with us regarding your exchange request to another DWP festival in 2020. Due to the unfortunate cancellation of Louder Than Life we are unable to process your exchange request. You will receive an email the week of April 27 with complete details on requesting a refund or deferring to 2021. Don’t worry, the window for you to request your refund has been extended since we were not able to accommodate your exchange request.

HOW LONG WILL IT TAKE TO RECEIVE A REFUND?

You will be receiving an email directly from Front Gate Tickets when your refund request has been processed. Front Gate Tickets currently anticipates that it will take as little as 30 days from the date you requested your refund to be processed. Once a refund request is processed, it will take 7-10 business days from the date in which your refund was processed for funds to be deposited back to your original method of payment. We thank you in advance for your patience.

WILL I RECEIVE CONFIRMATION IF I DEFER MY PASS TO 2021?

You will be receiving an email confirming your deferral to 2021. Please be patient, it may take up to 30 days for us to process and reply. Your order number will remain the same.

IF I DEFER MY PASS, WILL I HAVE TO PAY ANY PRICE INCREASES IN 2021?

Nope – your passes will automatically roll over to 2021, for the same price and pass type in which you purchased.

WHAT IS THE DEADLINE TO REQUEST MY REFUND?

The deadline is April 26. 

WHAT IF I PURCHASED VIA LAYAWAY AND REQUESTED A REFUND?

Please note that if you purchased your passes via our layaway plan and requested a refund, it will process in separate installments (matching your original payment amounts) back to the original payment method used for each scheduled payment. Front Gate Tickets currently anticipates that it will take as little as 30 days from the date you requested your refund to be processed. All refunds will be applied within 7-10 business days of the first refund, for some it happens in the same days and for others it happens over a few days (depending on your financial institution). No additional funds will be pulled from your account.

I REQUESTED A REFUND, AND NOW I HAVE ZERO ORDERS IN MY ORDER HISTORY.

Once a refund request is processed, it will no longer appear in your order history. If you already requested your refund, and your order number is missing, this means your request has been processed. 

I WAS NOTIFIED MY REFUND WAS PROCESSED, AND ITS BEEN LONGER THAN 10 DAYS AND I HAVEN’T RECEIVED IT.

If you haven’t seen your funds returned to their account and it’s been past 10 business days since your refund was processed, please contact your bank. Depending on your bank sometimes it takes longer for them to receive the refunds.

I PURCHASED INSURANCE WITH MY PASSES. AM I BETTER OFF GOING THROUGH INSURANCE FOR MY REFUND? 

Front Gate has recommended to process your refund via the refund process via logging into your Front Gate account to obtain the full refund including the insurance fee that you paid. Should you decide to request a refund through the insurance company that you purchased through, they will likely keep their fee. Hope this helps in the process of your decision. 

I PURCHASED VIA SEATGEEK, STUBHUB, VIAGOGOO, VIVIDSEATS, ETC. AND CAN’T GET A REFUND.

Unfortunately, our only ticketing partner is Front Gate Tickets, and we do not have any official 3rd party ticket resellers for our festival. We are not responsible for 3rd party ticket reseller refund policies.

WILL I STILL RECEIVE MY T-SHIRT?

No. If you request a refund, you will be refunded for your full purchase. If you purchased your t-shirt on a separate order, you will need to request that to be refunded as well. If you opt to defer your passes to 2021, your t-shirt order will also be deferred to 2021. Same thing as the refund request, if you would like to defer your t-shirt to 2021 and purchased on a separate order, you will need to fill out the defer form for your t-shirt as well.

WHAT ABOUT HOTEL RESERVATIONS?

While we are unable to assist with independently reserved hotel or travel arrangements, here are some helpful tips:

  • If you booked a hotel room directly outside of the DWP provided reservation platform; please contact your hotel to address specific questions related to your reservation.
  • If you made your hotel reservation through one of our event websites, and need to cancel or modify your reservation, please e-mail those requests to support@areshotelsandtickets.com, or contact 800-559-2340, and a representative will be happy to assist you. Please be ready to provide them with your reservation #, city of reservation, and hotel property.
I WON PASSES FROM A RADIO STATION. WILL THEY BE VALID IN 2021?

Unfortunately, we are unable to honor promotional tickets for use in 2021.

WILL VENDORS BE REFUNDED?

If you were a vendor confirmed to work at the festival, please email vendors@sohoconcessions.com