Ticket Information

There is strictly no re-admission to the festival.
Tickets must not be used for re-sale, promotion or other commercial gain.
For Citadel’s Full Terms & Conditions, please click here.
24 hour Hotline: 08444 999 9999 (Calls will cost 7 ppm plus your network access charge.)



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Tickets are non-refundable. In the event of a cancellation, postponement or Material alteration of the Event (defined below) you may be entitled to a refund in accordance with the terms and conditions or refund policy of the authorised ticket agent from whom you purchased a ticket and in accordance with the terms and conditions of entry to the festival which can be found here.

Where the cancellation takes place part-way through the event, you may only be entitled to a refund of part of the face price which you paid for the Ticket. Personal arrangements including travel, subsistence and accommodation in relation to the event which have been arranged by You are made at Your own risk and neither the authorised ticket agent nor the Promoter will have any liability for any such loss of enjoyment or wasted expenditure.

A “Material” alteration is a change which in our reasonable opinion makes the event materially different to the event which purchasers of the ticket could reasonably expect. Changes to performance times, supporting acts and the use of understudies in a theatre performance shall not be considered a Material alteration. A Material alteration is judged by reference to the nature and billing of the event. The Event is judged by reference to the overall theme rather than the individual act scheduled to appear. No scheduled acts may be considered as headline acts, regardless of their relative fame or prominence in the billing, and so cancellation by an artist will not entitle you to a refund, regardless of their position on the bill.

Online help desk: Click here
Opening hours: Monday to Friday 9am-8pm, Saturday & Sunday 10am-4pm

All individuals aged under 18 must be accompanied by a person aged 18 years or over – proof of identity and age must be provided on request at the admission gate to the Venue. A maximum of 4 persons aged under 18 per person aged 18 or over will be allowed entry. Proof of age may be requested and the Promoter reserves the right to refuse admission.

Children aged under 12 are allowed into the Event with a valid Child’s Ticket – proof of identity and age must be provided on request at the admissions gate to the Venue. Please note that there are only a limited number of Child Tickets available for the Event and once Child Tickets have sold out, an Adult Ticket will need to be purchased for the individual aged under 12. The Promoter reserves the right to refuse admission if its staff or agents are in any doubt whatsoever as to the age of the person being presented as being younger than 12 years old.

Child (0-5 years) – FREE OF CHARGE

Junior (6-11) – £5 Junior Ticket

Full price is 12+ years.

Photographic ID might be required for all customers to gain entry to the festival, so we advise that you carry this with you and ensure that all individuals in your care also have ID.

The following ID can be used as proof of age for entering the site:
• Current Passport
• Current UK Driver’s License or Provisional License
• CitizenCard
• Oyster Photocard
• NUS Card

When you’re booking a Ticket, whether it’s online or over the phone, set out below is a clear breakdown of exactly what charges are involved. The total you pay to receive your tickets is usually made up of:
• The face value of each Ticket
• The service charge/delivery charge for each Ticket
• An order processing fee for the whole booking
We know no one likes to pay extra costs, so we do everything we can to keep ticket fees as low as we can, whilst still being able to offer you the best possible service.

These charges pay for credit/debit card processing services, merchant fees, the distribution network, installation and maintenance of computer hardware and software, telephone lines, labour and all the other costs associated with a ticket transaction.
If we incur ticket delivery costs, these will either be included as the order processing fee or the delivery cost. Examples include postage and packaging, forwarding to the venue for collection or to pay for the support of newer delivery methods such as ticketFast, where scanning hardware is required.