Frequent Questions & Answers

What type of tickets are available?

Three-days ticket: Grants the right to access the concert area on May 19, 20 and 21

Two-day pass: The Two-day Thursday / Friday pass grants the right to access the concert area on May 19 and 20, the Two-day Thursday / Saturday pass grants the right to access the concert area during on May 19 and 2 and the Two-day Friday / Saturday pass grants access to the concert area on May 20 and 21

Day tickets: The Thursday ticket gives you the right to access the concert area on May 19, the Friday day ticket gives you the right to the concert area on May 20, and the day ticket Saturday grants the right to access the concert area on May 21.

There are also tickets valid for children between 0 and 10 years old and between 11 and 15 years old with special prices.

The organization reserves the right to offer other types of promotional tickets.

The organization reserves the right of admission.

How is managed the entry of minors to the festival?

Minors until age 10 have a symbolic ticket which price will be donate to “Acción social por la música” and will be a reduced price entry from 11 to 15.

Children up to 10 years old can enter the festival free of charge. There is a reduced price ticket for minors from 11 to 15. Children between 0 and 15 years must be accompanied by their parents or legal guardians (carrying the documentation that proves it: ID or family book) or by another adult with the corresponding authorization of the parents or legal guardians and their documentation.

In all cases, they should fill in the responsibility sheet.

People between 16 and 17 do not have to be accompanied, but do have to take with them the completed responsibility form.

All the information about minor access you can find it here.

What if I lose my ticket?

The festival organization does not take responsibility for the loss or theft of tickets.

Are tickets personal and non-transferable?
Yes, they are. If you finally cannot attend the festival, you can give your ticket to another person who must bring with him/her your authorization.
Do I have to print my ticket to get into the venue?

It is unnecessary to print your ticket. You can get into the festival site by showing it on your mobile device.

What happens if I buy my festival ticket from an unauthorized ticketing company, on an online auction website or from an individual and it turns out to be counterfeit?

The Organization does not guarantee the authenticity of any ticket which has not be bought at the official points of sale.

In case of carrying a duplicate entry, the first entry validated by the organization will be taken as valid.

In case the festival is cancelled, how does the ticket refund process work? In which circumstances am I entitled to get a refund for my ticket?
  1. Once the ticket is purchased, it won’t be exchanged nor its fee refunded.
  2. The ticket is the only and exclusive valid proof for accessing the show as well as to claim for a refund in the event of cancellation or suspension of the same.
  3. In case the date or place of the event changes for any circumstance the ticket will be valid for the final date or place.
  4. Admissions refusal right is reserved.
  5. No refund proceeds in case the show is canceled once more than half of it has passed.
  6. Bad climate conditions and schedule changes do not give the right to ticket fee refund.
  7. The ticket holder will have the right to the total or partial refund of the amount of the ticket in the event that the festival is suspended or substantially modified, except in those cases in which the suspension or modification occurred once the festival began and was due to of force majeure
  8. The distribution cost that sales means apply to this ticket will not be refunded in any case by the Organisation, since the benefit of this service is understood to be carried out when purchasing the ticket.
Do I need to exchange my ticket for a wristband? Where do I need to do it? Is there a cut-off time?

At the entrance of the festival your ticket will be validated and exchanged by a wristband. Wristbands will be exchanged

until the start time of the last concert each day.

What if I broke or lose my wristband? Can I wet it?

Losing your wristband denies you the access to the festival. Moreover, the Organisation advice broken wristband will not be considered valid.

You can wet it.

Can I enter drinks? Will be there food inside?

It is no alloweb  to enter the venue with drinks and food, it will be allowed to enter the venue with 0.5L without cup Likewise, it will be permitted to enter the venue with a kids food and special food for alergic people.

Inside the venue, there will be a fantastic assortment of FoodTrucks with all kinds of foods and tastes.

Every FoodTruck follows the Health and Food Allergen Information Policy of the Community of Madrid.

Can I enter the venue with animals?
Animals are not allowed into the festival site, apart from guide dogs.
Can I buy tobacco inside the venue?
Tobacco is not sold inside the venue.
Which is the payment method in the festival?

The chasless system: Your wristband will be the only payment method accepted at the festival’s bars and food trucks. The wristband is personal and non-transferable.

It is a virtual wallet integrated into your wristband with which you can pay both at festival’s bars and food trucks.

How does the cashless system work?

You can top up your cashless wristband during the festival at Cash Points or before festival.

in a few days you wii be able to top up your wristband before the festival you can create a cashless account on the Tomavistas website, cashless section and enjoy all its advantages. 

When you open your cashless account you can choose between several pre-load balance options and even activate your automatic top-up and every time your balance drops below 5€, a 20€ top-up will be made automatically on your wristband. This feature is completely opcional and will only be activated if you choose it during the process.

We will give you your wristband at the ticket validation point with the balance you topped up before coming.

The most important thing you must know is that if you did not create a cashless account, you will need your wristband to request a refund. Keep it after the event.

You can request the refund of the remaining balance (as long as it is not from the top up in advance promotion) via your user account from Monday, May 23 at 00:00 a.m. until Sunday, May 29 at 11:59 p.m. (both inclusive).

 

Is it allowed to get into the site with photo and/or video cameras?

It is not allowed to get in with professional photo cameras (reflex) and/or video cameras. Cameras with interchangeable lenses are not permitted either. You can get in with them only in the case you have been previously authorised by the festival organisation.

Can I exit and go back into the venue?
You can exit and go back as you wish with the proper wristband. The festival reserves the right of admission in case of detecting any illegal activity or that puts the public health, the care of the park or the neighbor’s rest at risk.
What are the festival’s schedules? What is the best way to be updated about any news of the festival?

You can check the schedules soon on this website.

The best way to keep updated is to suscribe to our newsletter and follow us on our social media.

Are there any forbidden items in the festival?
Bladed weapons and fire guns are forbidden as well as any other element which is considered dangerous for this type of event: knives, helmets, sprays, selfie sticks, rollerskate, umbrellas and any other element the security staff consider dangerous for its development.
Are baby carriages allowed inside?
Yes, they are. They will be always under its owner’s responsibility. They may also be subject to a search.
Is there a cloakroom on the venue?

Yes, there is a cloakroom at the entrance of the venue and the cost per item is €2, you can pick up your things up to half an hour after the end of the last concert.

Is there a lost property point?

The cashless incident point also used as lost property points. At the end of each day, every handed object is taken to the production offices and the next day they are taken back to the information point where they can be reclaimed. Once the festival is over, every lost property is taken to Tomavistas Festival office. If you have lost anything and did not reclaim it during the festival, you can e-mail us to info@tomavistasfestival.com

How can I reserve a stand on the festival site?
You can get information about how to reserve a stand by sending an email to info@tomavistasfestival.com.
Where is the medical team situated?
The medical team is situated on the right side of the main stage.
Where is the garbage thrown away? Is there any recycling system?
Inside the venue you will find different containers for the separate collection of waste. We are a sustainable festival, this is the reason why we have a recycling system.
Where are the toilets?
There are WC areas distributed all around the venue (also for disabled people). You can see their location by downloading the sitemap on our website.
Which are the essentials I need to bring with me to enjoy the festival?
Comfortable footwear, a hat or cap to protect you from the sun, a jacket or jumper for night concerts, earplugs (if you need them) and a raincoat in case it rains. If you are a smoker, do not forget to bring with you your tobacco. It is not sold inside the venue.
Is there a security post where I can ask for help in case I have a serious problem?
If you have a serious problem you can talk to any member of our Organisation. They will do everything they could to assist and help you. You will also find security staff all around the venue.
Will there be a map of the venue or a hand programme?
Both will be soon available on the festival’s website. It will also be sent to you by email so you can save it on your mobile device. For sustainable reasons, there will not be any physical handed programs.
Is there any space available for people with reduced mobility or any specific need? And for their carers or companions?
Both stages have adapted areas for people with reduced mobility. Only one carer or companion is allowed for each person.
Where can I get answers to additional questions?

Contact us at info@tomavistasfestival.com if you have generic questions, at entradas@tomavistasfestival.com if you have questions related to tickets and at cashless@tomavistasfestival.com if you have questions related to the payment system.