FAQs

Our seating is designed to offer a variety of experiences based on proximity and comfort:

• Platinum Seating: The most premium option, located at the very front for the closest view of the performance.

• Gold Seating: Just behind Platinum, offering excellent visibility and a premium experience.

• Silver Seating: Located in the middle or side  section of the venue, providing a great balance of value and experience.

Bronze Seating: Situated towards the back or sides of the venue, ideal for those looking for a more affordable option.

To keep in the loop with our latest shows and special offers, you can:

• Follow us on Instagram, Facebook, and Tiktok for real-time updates, behind-the-scenes content, and event announcements.

Subscribe to our email newsletter (UK or USA) for early access to tickets, exclusive discounts, and exciting competitions, delivered straight to your inbox.

Your ticket can be accessed in a few simple ways:

• Check your inbox for an email from Lumos or Fatsoma, your ticket will be attached at the bottom.

• You can also access your ticket directly through the Lumos or Fatsoma app.
  If you’re still unable to find your ticket, don’t worry! Our event staff can look up your purchase by name and assist you.

If you have any other issues with your tickets: Please submit a form on fatsoma.

Unfortunately, we do not sell tickets at the door. All tickets must be purchased online, either through our website or Fatsoma.

• Event pages are available for purchase up until the event starts.

• If you’re making last-minute plans, simply buy your ticket online and show it on your phone when you arrive.

The availability of food and drinks depends on the venue. We’re also working on adding more bars to enhance your experience!

• Indoor shows: Typically last for about 1 hour.
  
• Outdoor shows: Performance lengths may vary, please refer to the event details for more specific information.
• For the best experience, we recommend arriving early and reading through the event description at the time of booking.

We collaborate with exceptional musicians and ensembles, ensuring that every performance features top-tier talent. The specific lineup may vary for each event, but you can always expect the best.

Pets are not permitted inside the venue. However, registered guide dogs are welcome. If you plan to attend with an assistance animal, please contact us in advance, and we’ll be happy to assist you.

Refunds & Transfers

• Refunds: Our events are non-refundable. We do, however, understand that plans can change, so we’re always happy to transfer your ticket to another show, subject to availability. If you have any questions or need to talk to us, please email us at:

UK:
customerservice@lumos-experiences.com

USA:
service@lumos-experiences.com

PLEASE NOTE: BOOKING FEES ARE NON-REFUNDABLE UNDER ANY CIRCUMSTANCE, AS THEY ARE RETAINED BY OUR TICKETING PARTNER AND NOT BY LUMOS EXPERIENCES.

Transfers: Unfortunately, we cannot transfer tickets to another person or change the name on a ticket, so please double-check your booking details before confirming your purchase.

We are committed to ensuring everyone can attend our events, offering disability access tickets and seating for carers to be seated together. For larger groups, additional members can purchase Bronze tickets to be seated in the same area.  For any specific access needs or questions, don’t hesitate to reach out to us via email.

Yes, you’re more than welcome to film and tag us on social media! We just ask that you be respectful of other customers and our musicians. Please film only during the last song of the performance. After the show, feel free to stay and take pictures with the setup or with our musicians.

Yes, we may film or take photos during some concerts. By attending, you consent to being included in promotional or archival content. If you prefer not to be filmed or photographed, please inform our staff upon entry, and we will do our best to accommodate your request. Please note, we cannot guarantee complete avoidance of crowd shots.

The timings for your show are included in your ticket details and will be listed under the ticket tier (Platinum, Gold, Silver, Bronze, Disabled Access) and in the essential information section at the bottom of the event page.

If you miss a show or arrive late, don’t worry! We’re happy to assist you in transferring your tickets to another show. Please reach out to us, and we’ll find the best solution.

Doors usually open 30–45 minutes before the performance starts.

Please check the event description for your specific event, as it includes all the relevant details regarding performance times and door opening times.