Feverup.com’s mystery venues leave customers mystified

Consumers in the dark over candlelight concerts.

21feb feverup hero

Event promoter Feverup.com promises candlelight concerts of Chopin’s classics or Beethoven’s best. However, pesky details such as the venue and performer aren’t always disclosed when you book. What’s worse, if the event doesn’t go ahead, the company claims tickets are non-refundable.

“Tickets running low” and “Limited tickets on sale!” are some of the claims prominently displayed on the Feverup webpage when you book a ticket for the Candlelight: Vivaldi Four Seasons in Auckland. What’s less notable is the location of the event, which is only listed as “an emblematic building in Auckland (to be announced soon)”, and the identity of the performers – they’re only listed as a “string quartet”.

Tickets range from $30 to $75, depending on whether you want “premium visibility” – though it’s impossible to tell if “premium” is worth the price when the venue’s a mystery.

Ads for upcoming candlelight concerts in Wellington and Christchurch also refer to unnamed “emblematic” buildings. A Blenheim man complained to us after he contacted Feverup trying to get confirmation of the venue for its Candlelight: Vivaldi Four Seasons event in Christchurch.

Netsafe also reported 13 complaints about the company.

Feverup promotes events in cities all over the world, including Auckland, Wellington and Christchurch. The website is owned by US company Fever Labs.

Fever Labs global communication and PR lead Santiago Santamaria Soler said the company keeps “locations secret to help build interest”.

It eventually announced a venue in Wellington and another in Christchurch for its candlelight concerts.

“No refund” policy

Liz Willmott bought tickets to a Vivaldi candlelight concert in Wellington, but couldn’t attend after Feverup advised the date had changed. Instead of a refund, she was offered a voucher for another concert.

The company’s terms and conditions claim tickets are non-refundable.

Santamaria Soler said: “As a general rule, tickets to experiences are non-refundable and we consider purchases final … all candlelight concert tickets are subject to a date change or voucher up to 48 hours before the event.”

Other terms and conditions also attempt to limit the company’s liability, stating “you use the services at your own risk”.

However, these terms risk misleading customers about their rights. If a show is cancelled or postponed – and the new date doesn’t suit – you’re entitled to a refund. The only exception would be if the postponement was allowed for and clearly explained before you purchased.

When we asked Fever Labs whether it intended to change its terms and conditions, Santamaria Soler said: “Our terms and conditions are updated from time to time to properly reflect our practices and compliance with the laws of countries we work in.”

The company didn’t set a date to change its refund policy.

Our advice

  • Think twice about booking tickets for any event where the promoter isn’t disclosing the venue or the performer upfront.

  • Already bought tickets to a Feverup event and find it’s cancelled? You’re entitled to a refund.

  • If the company refuses, ask your bank for a chargeback – a refund to your credit or debit card. Make a complaint to the Commerce Commission too.

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Member comments

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Stephanie May
27 Mar 2021

Twice postponed due to Covid in Auckland and Level 3. Finally was delighted by the venue St Marys at Holy Trinity, Parnell - I would go again.
When you book you know the venue is a mystery so why complain about that. Can't complain about the communication either and I had no trouble with the app.
You can change the date of your tickets up to within 48hrs of the performance and the website clearly states no refunds will be given - see under FAQs. Would any other ticket site give me a refund? I would either have to insure or sell on a ticket reselling site.

26 Mar 2021
Concerts were quite good but the refund policy isnt

I went to two fever concerts in Wellington. One was at the public trust building which was very nice, the Vivaldi music was quite good. Admittedly there are not nearly as many candles as depicted in the Facebook ads that pop up. The second one was the Beethoven piano concert at the Lower Hutt events centre.

I had a lot of trouble with their support desk trying to ascertain details of the venue but I would conclude that I did quite enjoy the concerts. I came to the conclusion I was supporting reasonable nz musicians.

Just a couple of points. Amex wouldn’t refund my money when I told them details of the venue weren’t forthcoming and I wasn’t sure if I’d been scammed. They produced documentation saying I had signed up for a bonafide transaction.

Fever will accept a printout of the email ticket with ticket number and QR code. You don’t need to have the ticket on the fever app which I couldn’t get to work and did cause a bit of stress pre event.

I am going to go to further fever concerts where they have disclosed the venue but I’ll probably just get the cheapest seats at $30 with blocked view. I’m also thinking of going to some nz so concerts as a result of my interest being piqued due to going to the fever concerts. So with better communications and refund policy the company would be ok to deal with.

Warwick J.
27 Feb 2021
Don’t be a sucker

Consumer’s advice is much too mild and generous. Anyone taken in by this kind of operation deserves to be the victim of their own folly. Don’t think twice - just think once and click the delete button on Feverup.

Mark D.
27 Feb 2021

What is even more concerning regarding the Fever Concerts is that they require you to download their app for the tickets. To get your tickets you need to click the terms and conditions which upon checking the small print is where a huge problem arises. All of your phone and personal data and information is shared with thousands of companies and I can only guess individuals willing to pay Fever...yes thousands. I gave up counting. A corrupt blatant data gathering exercise. How many of us just click yes to terms and conditions and dont spend the time trolling through the endless mountain of the terms and conditions. I was very surprised with Fever!