FAQ


CAN I ATTEND AN TREEHOUSE VIP UPGRADE WITHOUT HAVING A CONCERT TICKET?
No. You must have a valid concert ticket to attend an Treehouse VIP upgrade. Regular concert tickets can be purchased from an official ticketing vendor only.
 

I LIKE TO PURCHASE AN VIP UPGRADE FOR A FRIEND/FAMILY MEMBER - HOW CAN I ADD HIS/HER NAME TO THE TICKET?
Just fill in the personal data (email, name, dob) of your friend/family member in the ‚participant‘ form before you add the chosen upgrade to you shopping cart. If you fill in your own email address, you will be the only one to receive the ticket link.
 

IS THERE AN AGE LIMIT?
Please check the terms & conditions of the concert venue and local promoter. You must have a regular ticket for the show, as we only provide the matching VIP upgrade. Due to time restrictions for underaged we would recommend pre-show VIP upgrades for all visitors under 18.
 

CAN I CHANGE/ RETURN MY VIP UPGRADE TICKETS?
Treehouse VIP upgrade tickets are non-exchangeable, non-refundable and only transferable under certain conditions.

 
WHEN WILL I RECEIVE MY TREEHOUSE VIP TICKET AND MERCHANDISE?
Your ticket can be downloaded directly after your purchase. You will also receive a download link via email. Please print your ticket or have it on your smartphone ready for check in. The ticket is only valid together with an photo-ID. All merchandise items will be handed out by your Treehouse Concierge at the day of the event.
 

I HAVE RECEIVED MY VIP TICKET - WHAT’S NEXT?
Times and check in instructions will be sent by email and posted on the Treehouse twitter account 3 days before the event.
 

CAN I BRING GIFTS FOR THE ARTIST/BAND?
Yes. All gifts will be collected by the Treehouse Concierge and given to the artist(s)/band after the show. Please make sure you label any present accordingly with "To" and "From".
 

HOW DO I GET MY MEET AND GREET PHOTO?
Meet and greet photos will be uploaded to our gallery some days after the event (http://treehouse-ticketing.com/gallery/). You will recieve the password in your check-in email.
 

WHAT’S THE RESOLUTION OF THE PHOTO AND WHAT DOES "PROFESSIONAL" MEAN?
All M&G photos will be uploaded in high quality. Professional means, that we always have a professional photographer and a customized photo backdrop. Please do not ask for more pictures or higher resolutions as we pick the best one of each shooting.


TICKET

1. I completed my order but have not received any confirmation email. What can I do?

It may take up to 30 minutes to receive your order confirmation. Please check your spam folder as well. If you still have not received the confirmation of your order after 30 minutes, please contact our support team at order@treehouse-ticketing.com.


EVENT

1. How do I know if events are postponed or canceled?

Please check our twitter page for updates on your event (https://twitter.com/treehouseticket). You will also be informed by email about all relevant news.

2. Do concerts start in time?

Normally, concerts will start in time. For a variety of reasons there might be delays. We cannot provide you with any information in advance.


NEWSLETTER

1. How do I unsubscribe from the newsletter?

If you no longer wish to receive news from us by email, please use the "unsubscribe" function in the newsletter or email to order@treehouse-ticketing.com.


ORDERING

1. Can I change or cancel my order?

Unfortunately we are unable to change or cancel your order. Automatic processes ensure that the tickets are reserved directly for you after sending the order.
Exchanges or cancellations of tickets will not be accepted by the organizers in whose name we act. This will be clearly indicated during the ordering process.

2. What does "currently not available" or "not available" mean?

"Currently unavailable" means that the ticket amount currently exhausted.
We try to get new contingents from the organizer.
The label "Not available" refers to the fact that the event is imminent and the tickets cannot be delivered because of the short lead time.

3. What happens to my personal data?

Your entered data, which you have specified during the registration will only be collected, processed and used for the purpose of justification of the corresponding contract. For contract execution and settlement and for billing purposes. Find out more under "Privacy".

4. Can I return my tickets?

Unfortunately, it is not possible to return tickets. Automatic processes ensure that the tickets are immediately reserved in our webshop after submitting the order.
The return of tickets will not be accepted by the organizers in whose name we act. This will be clearly indicated during the ordering process.

5. Can I order by phone or email?

Its not possible to order by phone or email. Tickets can only be booked via the online booking system.

6. I am / look after a wheelchair user. How do I get tickets?

The booking of tickets for wheelchair users is handled differently by the various local operators. Therefore we cannot offer such places ourselves in the ticket shop. Please write an email to order@treehouse-ticketing.com, our customer service will contact you for the local tour operator or arrange a contact. Sometimes corresponding contact telephone numbers or email addresses are stored in the event.

7. I have the status "B" in my disability card for taking along a companion. Does this get a free ticket?

Please email to order@treehouse-ticketing.com so that we can contact the local organizer


PAYMENT

1. How can I pay for my tickets?

The payment options vary from event to event. Normally we offer the following payment options:

• Credit card
• Sofortüberweisung
• advance payment / bank transfer

Sometimes you can pay only by credit card (for example, if the event takes place shortly). Payments where you need to share your data are done with certified providers, so these paths are completely secure.
For all payment options, your order will only be processed after the receipt of payment. Please understand that it might take between 5 and 10 days for the payment method "bank transfer" to receive your tickets.

2. How can I pay by "bank transfer"?

After completing the order, we ask you to transfer the outstanding payment amount to the specified account within the next 7 days. Please note that our bank details and the intended purpose must be stated correctly, only then can a fast allocation of your payment to the order be guaranteed. After the receipt of payment your order is processed.

3. How can I pay by "credit card"?

After selecting the payment method credit card you will be asked to enter the name of the credit card holder, the credit card number, the expiry date and the check number. Keep the corresponding data ready. The amount will be debited immediately from your credit card.

4. How can I pay by "Sofortüberweisung"?

After selecting the payment method SOFORT Überweisung, you first have to complete the booking and will be forwarded to the pages of our partner SOFORT Überweisung. You need an online-enabled bank account with activation of the PIN / TAN procedure. Please have your complete online banking access data ready. After the successful payment you will get back to our shop.

5. Do you offer payment plans?

Payment plans are not possible.

6. Will I receive an invoice for the tickets ordered?

As a technical service provider we are unfortunately not authorized to issue an invoice, so please contact the local organizer.
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