Dear Sunset Music Festival fans,

We wanted to provide an additional update on the SMF 2018 refund process. We expect the refund process to conclude by Friday, June 29. Please note, some banks will take up to 10 business days to show the refund in your account. To further assist, we have also listed some updates and contacts below, if you wish to be in direct communication with them. However, we are here to help you through the refund process and you can always reach us at support@SMFtampa.com.

As a reminder, the SMF refund policy is as follows.

  • 50% of the ticket face value will be refunded for those who purchased 2-Day GA or 2-Day VIP Tickets.
  • The entire ticket face value of Sunday Only tickets will be fully refunded.
  • Cashless top-ups will be refunded.
  • Unclaimed merch items (hats, water bottles, etc) will be refunded at face value.
  • 50% of the face value of a two-day locker will be refunded.
  • Saturday Only tickets will not be refunded.
  • Tickets from any third-party sites/locations will have special procedures listed below.
  • These sites include Gold Star, Fevo, Findor, Groupon, Bands in Town, Yelp.
  • No refunds for complimentary tickets (including donations) or contest tickets will be issued.
  • Face value is defined as the purchase price of the ticket, minus fees, discounts and shipping.

Refunds for purchased tickets will occur automatically at point of purchase, with the following conditions:

Online Tickets

Paylogic is expected to complete the refund process by Friday, June 29. Please note, some banks will take up to 10 business days to show the refund in your account. The refund amount will be automatically refunded to the account used to pay for the order. Refunds will occur automatically. No further action is required. If you have not received your refund by July 16, 2018, please contact us by filling out this contact form. Paylogic customer support can also be reached at: cs@paylogic.com

On-Site Purchases

For two-day tickets or two-day lockers purchased on site, please fill out a refund request at: http://SMFtampa.com/refund A photocopy of the patron’s ID will be required to cross-check their name. For tickets, a photo of their wristband is also required. The deadline for submission is July 1, 2018.

Travel Packages

Due to the cancellation of SMF 2018 Day-two, you will receive a refund for the face value of the ticket portion of your travel package (50% of 2-Day GA, 50% of 2-Day VIP or 100% of Sunday-Only GA/VIP).

Hotel reservations are non-refundable, re-booking for a later date is subject to approval by the hotel. To make a such requests, please send your original receipt at steven@traveler.co.com. If applicable, and if your credit card travel insurance policy permits, it is recommended to request a claim for a trip interruption.

Ticket refunds will occur automatically. No further action is required. Please note, some banks will take up to 10 business days to show the refund in your account. If you do not see funds in your account by July 16, please contact us at support@SMFtampa.com.

Cashless Top-Up Refunds

Credit and Debit Card top up refunds have been completed. Wristbands that were topped up with cash require a manual refund form, which is now available in your cashless account. For any questions regarding your cashless account refund, please email support@SMFtampa.com

Instructions to complete my manual refund form (cash only):

STEP 1 – Create Your Account: Click on the “Register Your Wristband” button to be redirected to the registration page. Simply enter your personal details and click “Register.”

STEP 2 – Login to Your Account: An “Activation” link will be sent to the email address you used for registration. Once you activate your account, login and click the “Wristbands” tab then “I have a wristband” button to link your wristband to your account.

STEP 3 – Applying for a Refund: Click the “Refund” tab from the top menu. From here you will be required to fill out the “Manual Refund Form” in order to have your unspent funds refunded back to your bank account.

Third Party Tickets

Official SMF tickets purchased from third-party sites (Groupon, Gold Star, Fevo, Findor, Bands in Town, and Yelp) will be refunded by the specifications of the above refund policy, but directly from the third-party site. Refunds will occur automatically. No further action is required. Refunds began issuing in mid-June. The refunds will take some time to appear on your credit card statement, depending on your credit card. Please allow three weeks for processing. If you do not see funds in your account by July 16, please contact us at support@SMFtampa.com. Please note, we are unable to refund any unofficial tickets that have been purchased through resellers (e.g. Ebay or Craigslist).

Goldstar customer service for orders placed on Groupon, Gold Star, Bands in Town, and Yelp: https://www.goldstar.com/help/contact_us

Frequently Asked Questions

What do I need to do in order to obtain my refund?

Paylogic will automatically execute the refunds. No further action is required from your side.

What will be refunded?

The face price of tickets at the following rates:

  • 50% of the ticket face value will be refunded for those who purchased 2-Day GA or 2-Day VIP Tickets.
  • The entire ticket face value of Sunday Only tickets will be fully refunded.
  • Cashless top-ups will be refunded.
  • Unclaimed merch items (hats, water bottles, etc) will be refunded at face value.
  • 50% of the face value of a two-day locker will be refunded.
  • Face value is defined as the purchase price of the ticket, minus fees, discounts and shipping.

Will additional costs (hotel, flights, transfers etc.) be refunded?

No, travel and other expenses will not be refunded.

When can I expect to receive the refund?

Paylogic is expected to complete the refund process by Friday, June 29. The refund amount will be automatically refunded to the account used to pay for the order. Refunds will occur automatically. No further action is required. The refunds will take up to 10 business days to appear on your credit card statement, depending on your credit card. If you have not received your refund by July 16, 2018, please contact us by filling out this contact form.

How will the refund appear on my bank account?

The refund will be shown under the descriptor ‘Paylogic’ rather than Sunset Music Festival.

I bought my ticket(s) through a reseller / unofficial sales channel, how will I get my refund?

Please note that Paylogic will ONLY issue refunds to the original buyers of the tickets that were sold directly through the Paylogic ticketing system. In case you ordered ticket(s) through a reseller or unofficial sales channel, you will have to contact this party directly.

Could you refund the amount to another person?

No, we are only authorized and able to refund the money to the original buyer, also referred to as the main buyer.

I ordered tickets with a payment plan. How does the refund procedure work?

If you purchased tickets with a Payment Plan, your installments paid until this point will be refunded. Please note that each installment paid will be refunded separately to the account used to pay for the installment. This means that in case you used three different accounts to pay for three different installments, each account will receive the exact amount paid from that account.

What if I have not received my refund by July 16, 2018?

In case you have not received your refund, please allow up to 10 business days, check all different accounts and contact your bank. The refund can be found under the name ‘Paylogic USA INC’ rather than Sunset Music Festival. If you are sure no refund was credited to your account, please contact Paylogic from the email address used to place the order. Mention your order number. You can contact us by filling out this contact form.

Why was day two of the event canceled?

SMF didn’t cancel the event. The decision was made by the Tampa Sports Authority (SMF’s venue), in conjunction with local police and fire. If you have any questions regarding the cancellation, please visit the official website of Sunset Music Festival. For questions regarding your refund, you can contact us by filling out this contact form.

For any additional questions, you can contact us by filling out this contact form.

Other Questions

I bought my ticket from a friend and now they are not answering my email or they are telling me they won’t refund me my money.

Tickets only have one buyer, who is the legal owner of the tickets. For this reason, we can only transfer the refund back to the buyer. SMF cannot legally transfer back to another individual, even if one of the ticket was personalized to that person. The best remedy is to contact the legal owner of the tickets.

I purchased my ticket with friends in a 4 pack. Now my friend will not answer me and I’m afraid I will not receive my refund.

4-packs only have one buyer, who is the legal owner of the tickets. For this reason we can only transfer the refund back to the buyer. SMF cannot legally transfer back to another individual, even if one of the ticket was personalized to that person. The best remedy is to contact the legal owner of the tickets.

I purchased my ticket long time ago and now I do not have that credit card or bank account anymore. How will I get my refund?

Due to security reasons, it’s not possible to transfer money to another account. Such changes are the responsibility of the credit card company. Fans should contact their old bank to transfer to the new account.

I purchased my ticket with a Visa gift card and I no longer have the card. How will I receive my refund.

Fans should contact the issuing bank, such as Visa to make arrangements. The money will be transferred back to the original card number for legal reasons.

I purchased from an Ambassador. How do I get my money back?

Tickets purchased through Verve will be refunded like others, automatically. No further action is necessary.

I earned a ticket as an Ambassador via points.

Points will be refunded in accordance with the refund policy, depending on the type of ticket earned (100% of points for a Sunday-only ticket, 50% of points for a 2-day ticket, no refund for a Saturday-only ticket).

I used a Discover or American Express card. Will my money be refunded before the bill is due?

Discover or American Express can advise on specifics per the type of card, but the money will be refunded to the card used, just like other forms of payment.

I used multiple credit cards for my payment plans. How will I receive my money back?

The number of cards used won’t affect the refund. You will receive a refund for each payment, on the specific card used.