FAQ

Everything you need to know

Tickets

Although I have received an order confirmation, I’m unable to download my ticket.

After your order is finalized, you will receive an order confirmation from SeeTickets. To prevent fraud, we dispatch our tickets two weeks prior to the event. Initially, you will only receive an order confirmation. Rest assured, you’ll be notified via email once your ticket becomes available.

I purchased a ticket but cannot locate it in my email inbox.

You can retrieve any misplaced tickets using https://account.paylogic.com/i-lost-my-tickets. Prior to visiting the SeeTickets website, we suggest checking your ‘spam’ folder.

I cannot find my ticket or my email confirmation.

If you’re unable to locate your order confirmation, you can request and re-download your tickets via this link: https://account.paylogic.com/i-lost-my-tickets.

App

How does the app work?

To streamline service and reduce queues at food and drink stands, we’ve introduced the Soulful Sessions app this year. Simply visit your mobile device’s app store, download the app, and create an account. Through the app, you can conveniently top up your digital wallet, access the festival schedule, map, and other essential details.

Is it necessary to download the app?

Ideally, yes! However, if you don’t have access to a smartphone or digital device, you can purchase a physical top-up card for 2€.

Wellbeing Policy

What should I do if I notice someone feeling unsafe or exhibiting aggression?

If you witness assault or inappropriate behavior, please report it immediately to our staff or security. This will result in the immediate expulsion of the individual causing harm. Even if you’re unsure, reporting is encouraged.

What is our policy on drugs?

We maintain a zero-tolerance policy towards the possession, sale, purchase, or use of drugs on our premises. If you observe someone in distress, please don’t hesitate to contact our staff, as they are here to assist you.

Do we provide ear protection?

Complimentary earplugs are available at the bar, although we recommend bringing your own for optimal protection. Take caution to prevent any potential long-term damage to your hearing!

What behavior is expected?

We expect all attendees to demonstrate respect for the neighborhood, festival grounds, artists, staff, and each other. Asking for consent and respecting ‘no’ as an answer are essential. Any acts of harassment, disturbance, or disrespect towards our staff or fellow visitors will result in immediate expulsion.

Tokens & refunds

How do the digital tokens work?

To make purchases on the festival grounds, you’ll need to utilize the Soulful Sessions app. Within this app, you’ll have access to a virtual wallet where you can top up funds using various payment methods. The currency used in this wallet is SOUL, a virtual currency exclusive to Soulful Sessions events.

What is the value of 1 SOUL?

1 SOUL is equivalent to 3.7€.

Can I refund the remaining tokens after the festival?

Yes you can refund your remaining tokens.
The refund period starts from Monday May 6 until Sunday May 12.
You can only refund your actually topped up balance.

What is the cost to top up?

The top-up fee is incurred each time you add funds. If you only top up once for the event, you’ll only pay the fee once. The top-up fee is 0.59€ per transaction.

What is the refund cost?

The refund cost is €1,85.

How long are the tokens valid?

Tokens remain valid during the festival. However, after the festival concludes, you have the option to request a refund for any remaining tokens.

I don’t have a smartphone, can I still make payments?

Certainly! Physical top-up cards are available for purchase at 1€ per card for those without smartphones.

Eco-cups

What is the price of an eco cup?

The cost for an eco-cup is 0.5 SOUL, equivalent to 1.35€. This fee covers the rental of the cup. You’ll only be charged for your initial drink, and the cup will be exchanged at no cost when you return your previous cup while ordering a new drink. You can refund your eco-cup after the event. Please note that you cannot return multiple cups to exchange for tokens. For instance, if you return 5 cups but only order 3 drinks, only 3 cups will be deducted from your order.

Mobility

How to get to Soulful Sessions Open Air?

Check the mobility page on our site.

Lockers

Are there lockers on site?

Yes, there are lockers on site.

Extra

Can I purchase cigarettes or a vape?

No, we strongly discourage smoking or the use of other tobacco products.

Are non-alcoholic drinks available?

Certainly! We offer non-alcoholic options for those who are driving or prefer beverages without alcohol.

Are vegetarian and vegan food options available?

Absolutely! We provide a variety of vegetarian and vegan food options for our attendees.

Partners/sponsors

How can I become a sponsor of Soulful Sessions?

Send a mail to hello@soulfulsessions.be and explain your plans.