Feverup.com’s mystery venues leave customers mystified

“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.