MERCHANDISENEWSLETTERFAQs


DWP STATEMENT

In our heart of hearts we hoped and prayed that COVID-19 would not prevent us from having the 2020 Louisville Trifesta. In what feels like a repetitive bad dream, we now have to announce that Hometown Rising, Louder Than Life and Bourbon & Beyond festivals, held at Highland Festival Grounds at Kentucky Exposition Center in Louisville, KY, are being cancelled for 2020. We are working really hard to bring as much of our 2020 lineups back to 2021.

Even though the festivals are not until September, the advanced planning realities of producing three back-to-back-to-back events have necessitated that a decision be made sooner than later. Our decision also conforms with the advice of health officials.

As with our other cancelled events, we will be offering full refunds to our fans. All purchasers (including transfers from Welcome to Rockville, Sonic Temple and Epicenter) will be notified of their options and procedures via email next week.

We are truly heartbroken it has come to this. We want to thank you for your patience, support and loyalty. We hope you are staying safe as well as physically and mentally well. We are blessed to have such an amazing Festival Family, and together, as a community, we will get through this.

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 or deferring to 2021 went out on April 28. If you did not receive, please read through our full FAQ’s to see if we can answer your question. If not, please send us an email at info@louderthanlifefestival.com

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 May 23, 2020***

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

If you would like to request to defer your pass(es) to 2021, 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 “Defer My Pass”
    • You will receive a confirmation email when your request for deferment has been successfully received. All order ID numbers will remain the same from 2020.

***If you do not log in and choose Refund or Defer, your passes will automatically defer to 2021 on May 24, 2020***

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. 

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.

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 May 23. 

WHAT IF I PURCHASED VIA LAYAWAY AND REQUEST 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, this likely means your request has been processed. 

If you have questions or concerns about this, please email your Order ID number to info@louderthanlifefestival.com 

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 LOST OR REPLACED MY CARD AND NEED TO UPDATE MY PAYMENT METHOD FOR A REFUND.

Unfortunately, it is a Front Gate protocol that all refunds go back to the original method of payment even if you were to update your payment information. Once your refund has been processed, please reach out to your financial institution (even if the account is closed). Our understanding is that the financial institutions will be credited and should be able to easily assist you. If you have further questions regarding this matter, we suggest reaching out to Front Gate Tickets by calling 888-512-7469.

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.

WHAT IF I STILL OWE ON LAYAWAY AND WANT TO DEFER TO 2021?

Please note that you will not be charged in May. We will be emailing all layaway deferrals in late May with an update on new payment dates, including the option to extend your payment plan to amortize over additional months.

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.
WHERE WILL LOUDER THAN LIFE 2021 BE HELD?

Louder Than Life 2021 will be held at the Highland Festival Grounds and Kentucky Expo Center. Official dates TBA. Stay tuned and make sure you’re SUBSCRIBED to our official newsletter to be the first to hear updates on Louder Than Life 2021…CLICK HERE TO JOIN

WILL THE LINEUP BE THE SAME IN 2021?

At this time, this is not a question we can honestly answer. Our focus at this moment is to ensure all fans are taken care of from our 2020 festival cancellations and we will then be working diligently to curate an incredible experience for 2021. We are working really hard to bring as much of our 2020 lineups back to 2021. Stay tuned.

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.

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