Following the impact of the unexpected storm “Therese”, a number of events have been cancelled, postponed, or relocated. This is resulting in a high volume of refunds, which need to be processed individually. We kindly ask for your patience while we process everything. The good news is: everything is under control and moving forward.
To clarify:
1) Refunds for cancelled or postponed events
We are truly grateful to those visitors who have already decided to waive their refund as a gesture of support for the event. Even then, all ticket holders for cancelled or postponed events will of course be offered a refund. Even where our terms include an administration fee, we will do our best to absorb this cost on your behalf.
2) Refund timeline
Refunds for Solo Bears Boat have already been processed. The next (much larger) batch will begin by Tuesday 24 or Wednesday 25, and affected ticket holders will receive a refund request link by email.
3) Relocated events
According to our terms, relocated events are not eligible for refunds. We understand this may not match your original expectations, but this is a force majeure situation. On the bright side, we are making sure the experience remains fun and worthwhile — for example, Carnival Disco is moving from Axel to Sparkles, where you will enjoy a free long drink instead of the usual soft drink at Axel, along with more accessible bar prices.
4) TicketSwap tickets
TicketSwap purchases will also be covered by our refund policy, even where not legally required. We are currently setting up the necessary procedures, so this may take a few extra days to process.
5) Bank processing times
While we usually process refunds within a few days, banks and credit card networks can take up to two weeks to authorize an international refund. This is outside our control. If you have not received your refund after two weeks from our confirmation, please contact your bank first, and then us if tracking information is required by them. In our experience, patience with your bank always does the trick.
Finally, a gentle reminder: Bear Carnival is largely a community-driven, volunteer effort. We do our very best to respond to everyone and handle every request fairly, while keeping the event sustainable so we can all meet again next year.
Thank you for your understanding, your patience… and for keeping the Bear Carnival spirit alive no matter the weather.